Projects
Some results are harder to achieve than single tasks or even groups of tasks. But where do you focus your resources on those medium to long term goals? Is sufficient thought given to a project before it starts? Are you aware of the assumptions you're making?
Many projects materialise quickly, rapidly gain traction and then get bogged down in issues that could have been foreseen at the outset. Where a project is needed, it should be justified, costed, resourced and risk assessed prior to being given the final go-ahead. Milestones should be set and then the plan regularly reviewed against them by a project board with the power to approve the next phase or adapt accordingly. Lessons should be learned from prior projects to avoid repeating the mistakes of the past.
At Progressive Thought Limited, we aim for simple solutions but won't shy away from recommending a project if one is truly needed. Our recommendation will come with the background you need in order to know you can go ahead with a degree of confidence. If the situation is appropriate, we'll even run the project for you.
Prior Work Examples: Successful projects delivered to clients include clearing down a backlog of Incident and Service Requests cases on every conceivable aspect of a complex Card Payments system. We reduced the caseload significantly with minimal in-house resource, defying expectations for the project.
We also initiated a Service Catalogue project to pre-validate and capture the fullest relevant information from the end customer and effectively route it to the appropriate resolver groups. We also reviewed the tools and procedures used to process the request and fully documented requirements for a number of services.
Speedier case resolution, fewer manual tasks and more defined working practices were obvious benefits. Better Management Information allowed the client to take informed decisions based on real data. Services were fully mapped out and recommendations were also made on the product roadmap to further streamline and improve the tools behind the scenes and to continue to promote customer self service, reducing future incoming ticket numbers.
