Podcast Ep 11 | How to finish well on projects

Host: Wim Kerkhoff
Guest: James Davis

SUMMARY\

Finishing well on projects to avoid zombie projects and ensure client satisfaction.

• Wim Kerkhoff and James Davis discuss the importance of finishing projects well to avoid “zombie projects” that still haven’t been closed off, despite being from a year ago without any billing or outcome.
• James Davis shares how MSPs can solve this issue by having a clearly defined project process and flow, and avoiding the psychology of perfectionism that can lead to endless tweaking and delays.

Client communication and project management.

• Wim Kerkhoff emphasizes the importance of setting timelines and asking for feedback to ensure projects are completed on time and to client satisfaction.
• James Davis (SLO APAC) agrees: a project needs a clearly defined process and one person who owns client communication.
• James Davis wants technical leads thinking about project flow and client sign-off as well as task-level delivery.
• He emphasizes the need to prioritize client experience and engagement throughout the project, and not just focus on internal processes.

Project management and client communication.

• Wim Kerkhoff emphasizes the importance of having the right people on a project and managing their workload to avoid burnout and ensure focus on key tasks.
• James Davis (SLO APAC) agrees: frequent, face-to-face updates keep clients informed and head off communication breakdowns.
• James Davis emphasizes the importance of tracking issues and completing projects scope to avoid confusion and ensure client satisfaction.
• Davis suggests using a simple sign-off process, such as a 510-minute phone call, to confirm project completion with clients.
• He believes that having a structured process in place can help avoid the need for formal sign-offs and ensure that clients are satisfied with the project’s completion.

Project management methodologies and their impact on delivery and accountability.

• Wim Kerkhoff agrees that it’s important to distinguish between methodologies for project management, and to be aware of the different approaches (Agile, hybrid, etc.)
• James Davis-SLO APAC highlights the importance of setting expectations upfront in the sales process, and understanding the appropriate methodology for the type of project being delivered.
• Both speakers emphasize the need for a structured approach to project management, including regular feedback and closure, to ensure successful delivery.
• James Davis highlights the importance of accountability in project management, particularly when it comes to supporting new features and ensuring that the support team is aware of what they’re supporting.
• Wim Kerkhoff agrees, noting that mistakes can occur when people aren’t trained on the PSA workflow or policies, leading to issues with billing and reporting.
• James Davis highlights the importance of completion in project management, citing instances of missed details and lack of accountability in finance.
• He emphasizes the value of sales orders in providing visibility and accountability, ensuring that projects are properly closed and invoiced.

Project retrospectives and improvement.

• Wim Kerkhoff and James Davis discuss project management, focusing on the importance of retrospectives to identify areas for improvement.
• James Davis emphasizes the importance of documenting and actioning debriefs to improve project outcomes.

Project management best practices and team structure.

• Wim Kerkhoff and James Davis discuss the importance of having a clear process and actionable insights to improve project management.
• They also touch on the need for proper resourcing and training to support project managers in their role.

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