Is your consultant having a difficult time meeting your expectations? Sometimes from a clients’ perspective it appears consultants are unresponsive to their needs and miss their expectations. Typically, consultants focus on “deliverables”. These are usually written reports that when delivered to a client trigger a payment. At times consultants do this to the exclusion of resolving the problem the client sees as critical. This is done because consultants:
- Get overly focused on the product they produce rather than the problem they are trying to solve; and
- Want to make sure they meet their contractual obligations, typically outlined in a formal “statement of work”.
You focus on solving “the problem”. However, sometimes that problem isn’t well defined or expectations about its resolution are inadequately communicated. Your up front expectations for the consultants work are not typically discussed “up-front”. Further, as your project moves forward and more is learned, the original problem defined in the contractual “statement of work” may not really be the problem you need to solve. This leads to a situation where:
- Consultants are not meeting the your expectations;
- The problem being tackled isn’t clearly understood or worse is the wrong problem to solve;
- Activities starts to vary from the contractual statement of work; and
- Tensions between you and your consultant rise degrading the cooperative atmosphere required for a successful consulting engagement.
On projects where we find ourselves varying significantly from the contractual statement of work, don’t fully comprehend your expectations, or feel we aren’t on the same page regarding the problem we are trying to solve we will develop a “Deliverable Expectation Document” (DED). The intent of this document is to clearly define key expectations around the “deliverable” that results from our work. The DED is a short statement that outlines the problem(s) we are trying to solve, what we think the end product of the task will look like (both the form and outline of the content), who the audience is for the end product, and where we are varying from the original statement of work.
The DED should be short (think a page or two) and concise. It must be developed as a collaborative effort between client and consultant. The DEDs are developed iteratively throughout a project just before work begins on a major task. Over the course of a large project with many tasks you might develop many DEDs. The process begins by imagining that a specific deliverable is complete and asking “what is different now than before we started.” Most of the real value comes not from the document itself but from the focused collaboration between consultant and client required to develop it.
There are pitfalls to avoid and some downsides. Some consultants and clients want to specify the outline and format of the end product more rigidly or in greater depth up front than can practically be done. It is a mistake to turn the DEDs into the deliverables themselves. Creating a DED is time consuming requiring key staff to find the time to get together in person. At other times DEDs are simply not necessary, for example, when you and your consultant are clearly in agreement on what needs to be done or when your consultant is really a “body for hire” (you direct all their activities).
We don’t suggest the use of DEDs on every project or for every deliverable. However, we have found them a valuable tool to avoid miscommunication about content, get the project focused on the problem that needs to be solved, and addresses concerns associated with variance from a contractual statement of work by providing a clear audit trail of decisions about scope . When appropriately applied they can help communicate expectations, save time, result in higher value products being delivered to you, and help maintain a collaborative productive relationship between you and your consultant.