Tips of the Trade - 3 Techniques to close the Value Creation Gap by Anticlue

Too often in our industry there are discussions overheard about how the new system has little value, its adoption within the facility or organization is poor. What the system does is not up to par with what the organization needed and anticipated. Assuring this gap is a sidewalk crack versus a chasm is all about the quality of the deliverables.

People desire outcomes, the tools only assist in bringing about the outcomes. However individual's perceptions view the outcome and determine if it is valuable. Implementing a full CPOE is good, only if the wireless throughout the house works, and physicians computer access is beyond the one in the physicians' lounge. Otherwise it really isn't usable and not worth the intrusion to the physican's day. I define the value creation gap as the gap between what was anticipated and what was delivered.

Perceptions of value are made upon expectations, managing expectations is a large part of the project manager's communications. Project manager needs to be curious and inquisitive to discover the sponsors and stakeholder's perceptions and desires. This practice is known as constantly minding and closing the value creation gap.

Here are 3 techniques to close the Value Creation Gap:

1. Have an Agile Methodology: When needs are vague, but the outcome is clear. Agile's lifecycle of Envision, Speculate, Iteratively deliver features, Monitor and Adapt, then close helps to assure customer collaboration with a see what you can have approach.


2. Have a Quality Management Plan: When needs are known, and the outcome is clear. Traditional Project Management offers the Quality Management Processes. The technique here is simple and needs the basics: plan, do, check, and then act. As a PM make sure the plan is understood and agreed to by the project sponsor.


3. Flesh out requirements with detailed walkthroughs of workflows: With most Commercial Off the Shelf systems a recommended workflow comes with the system, however tweaking it to work at the organization is the art form. Having workflow development sessions detailing the current in place and the to-be helps to develop a shared vision of what is expected and anticipated for the business. Within these sessions, honestly is the best policy no matter the political elephant in the room. Bad news does not improve with age.

Further Readings:

• The 5 Key Responsibilities of a Project Sponsor


• Getting your physician leadership engaged


• Engaging Sponsorship - Start off on the right foot before project launch

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