You're facing scope changes in IT outsourcing. How can you collaborate with the client constructively?

Take full ownership of every project and be prepared to engage in open, honest communication at all times. This means being accountable not only for the project's success but also for addressing challenges head-on. Whether the news is good or bad, maintaining transparency fosters trust and ensures that everyone involved remains aligned with the project's goals. Open communication is key to resolving issues quickly and keeping the collaboration on track.

In any negotiation… posture sets the tone for outcomes… no project is without such challenges but approaching the dialogue with a posture of collective success and constructive dialogue for finding solutions is the first step… the “how do WE solve this” vs “I” is imp

Outsourcing agreements are typically for 3-5 years and are not expected to remain static for that period of time. The successful engagements will allow and even encourage change to the scope of services and nature of the agreement. The challenge comes when you need to figure out the give and take in the agreement. The approach that I have used successfully on numerous accounts is the concept of a "BOX". You draw a box on a white board and that box represents the cost to the client. You put all of your services, SLAs and discretionary commitments inside the "Box". It is fair game to propose changes to anything inside the box in order to add the new services to the box. When all options are exhausted, then both parties agree to add cost.

Na minha experiencia atuando em consultoria alocado em clientes ja me deparei diversas vezes com situa??es onde o servi?o ofertado e o esperado est?o completamente desalinhados, sem duvida as reuni?es para alinhamento, demonstra??o e valida??o junto com o cliente é uma forma bastante eficiente para o bom andamento do projeto e sucesso da entrega

Ponto importantissimo para alinhamento de expectativas e prazos, sempre que possivel documentar todos os pontos levantados e entregues

In my experience, keeping a clear, up-to-date record of scope changes not only prevents confusion but also helps manage expectations on both sides. By promptly updating project plans, timelines, and contracts, you provide a transparent foundation for collaboration. This way, everyone is aligned on what’s changed and what’s expected moving forward. Additionally, documenting scope changes ensures that any additional resources or time required are accounted for, avoiding potential disputes over workload or compensation. It’s all about clear communication backed by solid records, which helps maintain trust and smooth cooperation with the client.

An effective governance structure (levels, frequency, agenda for each forum) back by rigour in documentation is critical to avoid miscommunication and mismanagement of expectations.

Strong relationships foster a sense of collective problem solving … no substitute for strong open relationships across levels in the engagement .. finally it’s trust and openness which leads to perspective on both sides which leads to pragmatic solutions for difficult situations