FSA and CX
Knowing your client and their needs through relationships.
What is Relationship Building?
Define what is in and out of scope at the start.
What is a well-written proposal?
The team must redesign several parts of the project due to internal errors.
What is inefficiency and less than a Quality Experience?
Listen
What is First?
Replying to emails, calls, texts, RFIs and the like.
What is Responsiveness?
Use formal documentation (i.e. add services) to assess impact before accepting any new work.
What is Change Control Process?
Project is ongoing, but no extra budget is approved.
What is Low Profitability? (Think Profitability Report)
Say what you will do... and then do it!
What is Keep Commitments?
Maintaining relationships with clients from the past.
What is No Client Left Behind?
Hold regular, structured updates with clients and / or project teams.
What is Proactive Stakeholder Communication?
Missed deadline due to permitting and design adjustments.
What is California?
This type of Talk is like a laser.
What is Straight?
Daily Double!
What is Getting Better as topics discussed today?
Lock parts of the design or construction documents after the key approvals.
What is Scope Freeze Milestones? Also known as What is 30-60-90?
The team is stretched, leading to quality issues.
What is Protecting the QX? The Restaurant Scenario
Tackle issues head on, even the undiscussables.
What is Confront Reality?