Manage Expectations with a “Terms of Reference” Document

June 20, 2011

As consulting business analysts and architects, we at Systems Flow are constantly in the trenches with our clients, helping envision & manage the change to their technology and business processes they need to be competitive and succeed.

Although we have formal processes & deliverables we rely on to deliver on our commitments to clients, it’s not always obvious to a project manager, business change sponsor or technical executive what those deliverables are, and how we use them. That’s where a clear, concise Terms of Reference (ToR) document comes in handy.

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Setting Expectations

June 14, 2011

When providing services, the golden rules of success are:

  1. Understand your consumer’s expectations
  2. Meet or exceed your consumer’s expectations

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