How do you define managed projects’ success at your company? If you said it’s completing projects on time and on budget, you’re wrong. And it could be costing your business hundreds of thousands of dollars. Successful projects deliver tangible business results like reducing corporate costs by 10% or boosting revenues by 15%. As the manager, you might not think it’s your job to tie projects into business results. But it is. And the best way of doing this is by setting the right project goals—goals designed to generate tangible business benefits.
Below is a 6-step process that can help you set the right goals for your next tech support outsourcing project:
Step 1: Determine KPIs For Managed Projects
KPIs are why the project was launched. To set these goals, you need to understand the project’s business drivers.
KPIs must be directly related to your business goals. They also must be specific and measurable. They’ll serve as the basis for making key decisions as the project progresses.
Step 2: Decide On Success Criteria
Some managers think checking off items on a to-do list is a success. Not so. A quality measure, success criteria speak to how well the job was done.
Refer to your success criteria throughout the project. This will help you ensure the project is on track to meet its business goals.
Step 3: Breakdown Goals Into Tasks
These need to be manageable tasks—ones your dream team has the expertise and knowledge to do.
If your team lacks the expertise to do a task, recruit someone who has it. This frees you to focus on managing the project as a whole.
Sept 4: Evaluate Current Resources For Your Managed Projects
Examine your resources. Do you have what you need? If you don’t have sufficient resources, you must acquire them before initiating the project.
One of the biggest needs is manpower. Do you have enough people to do the job? Do they have the right skills?
Technology is another key resource. Like manpower, it’s critical in many tech support projects. Do you have the right technology to do the job?
Step 5: Monitor/Evaluate Progress
This should be ongoing throughout the project’s life. Use benchmarks to determine how the project is going.
You’ll also want to set deadlines for completing tasks. Monitoring and evaluating your progress throughout the project keeps everything aligned with your business goals.
Step 6: Report Your Progress
Report progress to your team regularly. Weigh results against the agreed-upon goals. This effort can boost your team’s morale. It also shows how far they have to go to meet the project’s goals.
You should also report your progress to key stakeholders periodically. In fact, you should provide regular status reports to everyone who needs to know.
Every outsourcing project is different. So you may want to add some steps to this outline. Or combine some. That’s fine. Do whatever you need to tailor it to your purposes.
Be Careful With Managed Projects
Successful projects boost confidence. Be careful.
If things are going too well on a project, you might be tempted to go the extra mile. This can increase the project’s scope and cost, which might not sit well with your CFO.
And remember, you need to tie the project’s metrics into the organization’s business goals—goals that provide tangible business results.
If you fail to do this, the project isn’t a success—even if you bring it in on time and on budget.
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