CIOIT Best Practices

Balance the Scale to Find the Value

How Do You Define Value?

There’s been repeated discussion about what it means to deliver value. It doesn’t always mean just meeting the end goal at the right time and within budget, but delivering the best possible value to the customer.  The problem is that value for the customer and the project team might look completely different. Pawel Brodzinski explains that value isn’t just meant for the customer, it’s about finding the right balance of benefits for both project team and customer.

Balancing the Value Scale

Brodzinski offers this example: a product with the expected value is delivered to the customer. The customer is pleased. However, keeping up with the customer’s many demands cost you a good portion of the team, who quit before the project was finished. The value is high for the customer, but the vendor is disgruntled because they lost valuable employees. The scale is obviously tipped toward the customer in this situation.

Now, suppose the same vendor is working on a different product. In the end, they aren’t able to deliver what the customer needs, but they learn a lot of new skills in the process that they can use in the future. The scale of value is now tipped in the vendor’s favor. Which is the better scenario?

Ultimately, we’re supposed to say the customer is always right, but the ideal situation is one that can offer value to both the project team and the customer, a learning situation for the team that results in a product that does what the customer expects it to do. This isn’t always going to happen. However, when it does, you know you have a product that is truly valuable. Read the original article here:

Rachel Ginder

Rachel Ginder was a staff writer for CAI's Accelerating IT Success and joined the team in 2013. She also helped with social media and research.

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