You managed the project work as per requirements. However, customer is not happy with the result and does not accept the product. How would you convince the customer? Saving Changes...
There's nothing to convince. Happiness is subjective. If the requirements have been met, speak with the customer to find out why they are unhappy. It could be something simple. If after negotiations the customer still doesn't accept the product (provided that you indeed have met all requirements as per the contract), then it's time for arbitration. If that fails, well then I guess it's time for the courts. Saving Changes...
Sergio Luis ConteHelping to create solutions for everyone| Worldwide based OrganizationsBuenos Aires, Argentina
It is an issue in project quality. As project manager you have to define project quality activities from product definition and scope. Business analyst is accountable for product definition and scope. Project manager is accountable for activities to create the defined product as defined.To demonstrate it project team performs scope validation activities. Scope validation activities must be performed with product specifications on hands (product requirements plus acceptation criteria) where product specifications must be create by the business analyst. The business analyst must help project team on validation activities. If you have nothing to demonstrate the product scope has been fulfilled then you are in trouble. Saving Changes...
Hirdesh SinghalChief Executive Officer| Center for Electronic Systems Research Education and IncubationHyderabad, Ranga Reddy District, Telangana, India
There can be multiple view point or reason for it. For example, your acceptance criteria for the deliverables were not quantitative or objective enough. Another, why should you look at the customer happiness? was it one of the objectives that you have articulated at the beginning of the project? If it was not, dont look at it now. If it was, how did you define the happiness of the customer? It will be applicable for any of the stakeholder. If you want to see them happy, you need to manage their expectations from the beginning. What they are going to get, you need to define and reinforce at every stage to them. Saving Changes...
I suspect the customer is not refusing to accept the product just because of unhappiness. They should be able to articulate their unhappiness against the product acceptance criteria.
Maybe a criterion was missed in the acceptance criteria? If so, it should be treated as a change request. Saving Changes...
Kate LynskaTechnical Writer| Cimon.ioKyiv, Ukraine
First of all, what is your primary goal? Just finish the job or at the same time keep the reputation of your company and good relationship with the customer? Depending on the answer, there are two ways here.
Flexible methodologies assume a constant change in requirements in order to meet the needs of the customer. They also provide for regular meetings and discussion of interim results, so that there were no such situations at the end of the project. Following these principles, you need to understand what the customer really wants and do that.
On the other hand, if all the requirements were met, you have absolute right to demand payment of your work. All further changes in the project are possible and desirable, but they should be separately discussed and paid. Saving Changes...
Drew CraigSr. Agile & Product Coach| VanguardPhiladelphia, Pa, United States
Convince the customer? :)
May I assume this is a general situation question? I assume the agreed upon scope and SOW is available for reference. Additionally, there ideally would have been 'checkpoints' to validate progress. Does happy pertain to the customer's validation of the original agreement or does happy pertain to the customers needs changing during the life of the project?
I suppose the question could be 'how to avoid' such a situation. Saving Changes...
William DuncanGraduate Associate| Standard Chartered BankAccra, Greater Accra, Ghana
I think the customer's unhappiness may be done down to product quality. Although the requirements may be to what is documented, the customer may have been expecting a higher quality than what was produced. Was there any document regarding the quality of work to be done and what the customer expected in terms of quality? The absence of such a document especially when a product is involved could bring the unhappiness bit. The best way to find out what the client's unhappiness is to have a sit down discussion and identify. Saving Changes...
Dinah YoungProject Manager / Software Asset Manager| Prince William CountySpringfield, Va, United States
You need to start by finding out why the customer does not want to accept the product. Based on this information, you can negotiate the next steps. Saving Changes...
Senior Projects Manager | Field & Marten AssociatesNew Westminster, British Columbia, Canada
Totally agree with Sante on this. There is nothing really to convince ther client about. You can discuss with the client. Saving Changes...
Mansoor MustafaSenior PM| Government DepartmentRawalpindi Punjab, Pakistan
Totally agree with Sante. As PM has done as per requirement and as per acceptance criteria is finalized prior to execution. A discussion can be done with Client and get his point of view for not accepting the product Saving Changes...
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