Jade SmithSenior Project Manager| Apex Technology Group, LLCCt, United States
Hello all, I am looking for resources to better understand what should and shouldn't be in a client facing project plan. I am looking to understand the best balance between too much information for the client versus enough information for my project team. If it is helpful, this is related the IT/MSP industry. Saving Changes...
Speaking as a client, I'd want to see everything on the SOW and anything else you're going to bill me for. If you have different resources that bill at different rates, I want to be able to tell the difference in their time, on the schedule. If the rate is the same, regardless of the resources used, the detail is less important.
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1 reply by Jade Smith
Oct 12, 2023 1:10 PM
Jade Smith
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Thank you very much, this is a helpful perspective. I want to have visibility for the client, but trying to find the line of having unnecessary technical information that could cause confusion.
Senior Projects Manager | Field & Marten AssociatesNew Westminster, British Columbia, Canada
Jade, while I agree with Aaron's input, I'd also want to add that most project plans are unique every project and they are highly dependent on the nature of the project and client requirements so what I recommend you do is sit with your client and key stakeholders and ask them for the input in terms of what they'd like to see in this plan. This way you will ensure you provide them with relevant information according to their expectations. Saving Changes...
I am careful to keep the information to a level that affects the client (e.g. Tier 1), not all the lower level details that are internal to the team (e.g. Tier 3). Some clients will try to micromanage projects and demand status for everything if given all the detail level data. If milestones or deliverables to the client are off plan, then they should be provided visibility. If John Doe is out sick and 2 days late on an internal task that has lots of schedule float and has no impact to the customer, I don't need the client asking me for daily status.
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1 reply by Jade Smith
Oct 12, 2023 1:11 PM
Jade Smith
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Thank you, Keith. This is the line I am trying to find. Especially in IT, there can be such a high level of technical tasks for my team.
Saving Changes...
Jade SmithSenior Project Manager| Apex Technology Group, LLCCt, United States
Oct 12, 2023 11:04 AM
Replying to Aaron Porter
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Speaking as a client, I'd want to see everything on the SOW and anything else you're going to bill me for. If you have different resources that bill at different rates, I want to be able to tell the difference in their time, on the schedule. If the rate is the same, regardless of the resources used, the detail is less important.
Thank you very much, this is a helpful perspective. I want to have visibility for the client, but trying to find the line of having unnecessary technical information that could cause confusion. Saving Changes...
Jade SmithSenior Project Manager| Apex Technology Group, LLCCt, United States
Oct 12, 2023 12:44 PM
Replying to Keith Novak
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I am careful to keep the information to a level that affects the client (e.g. Tier 1), not all the lower level details that are internal to the team (e.g. Tier 3). Some clients will try to micromanage projects and demand status for everything if given all the detail level data. If milestones or deliverables to the client are off plan, then they should be provided visibility. If John Doe is out sick and 2 days late on an internal task that has lots of schedule float and has no impact to the customer, I don't need the client asking me for daily status.
Thank you, Keith. This is the line I am trying to find. Especially in IT, there can be such a high level of technical tasks for my team. Saving Changes...
Sergio Luis ConteHelping to create solutions for everyone| Worldwide based OrganizationsBuenos Aires, Argentina
The key point is to define the value stream. With that on hand you can define, between other things, information needed do not jeopardize the flow. Saving Changes...
When creating a client-facing project plan in the IT/MSP industry, it's essential to balance information for clients and your team.
For clients, provide a high-level overview, highlighting project goals, milestones, key deliverables, and a clear communication plan in non-technical language.
Internally, detail tasks, dependencies, risk management strategies, and resource allocation for your team. Tailor the level of technical detail based on the audience, focusing on regular, concise updates for clients while ensuring transparency about challenges faced. Strive for clear communication and adhere to industry standards, regularly seeking feedback to refine your approach and meet both clients' and your team's needs effectively. Saving Changes...
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