June 25, 2018

Project delivery veterans will remember the mantra „expect the unexpected”, sometimes ironically, in reference to Murphy’s Law „what can go wrong will go wrong”, but was that statement ever valid? More importantly, how do we deal with such a situation? 

In times when everything goes viral within hours, bad news even faster, software Apps available that presumably solve all our business issues and A.I. still being in the fledgling stages; how to we pro-actively “anticipate” the unexpected? Can we foresee and plan for the “unexpected”? How much time do we spend with risks vs executing/delivering? Let’s take first a step back. 

Not every unexpected event will lead to the complete failure of a service delivery. However, a considerable number of events could lead to a delay followed by an unmet client expectation and overall dissatisfaction. In order to assess critical business risks, let’s start off by compiling a list of already experienced customer complaints, particularly the list of root...

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