15 Ways to Justify the Value of Help Desk Projects
- Determine project scope and break it down into logical components utilizing phases, milestones and good project planning methodologies
- The investment MUST have measurable impact on the performance of the business
- Develop measurable goals and track progress toward them
- Describe qualitatively how each part of the project will impact the business and extrapolate on the performance measures describing further impact to the business (e.g. Scenarios )
- Interview the people that your investment will be used by to determine affect on performance
- Dedicate 5 %to 10% of the project time and budget to quantifying expected value, derived benefits and measuring progress against value targets
- Express the desired impact in terms that both the customers (e.g. Productivity Gains) and executives (e.g. Dollars Saved) can easily understand
- Collect the necessary data to calculate baseline performance
- Review the value projections and targets with business executives and project stakeholders
- Be realistic about when performance targets can be achieved
- Develop a communication plan to communicate benefits of investment and status of project
- Find a Project Champion who will sponsor the project at the executive level and remove all barriers to success
- Modify and enhance your targets and deliverables based upon customer feedback - create a sense of ownership, accountability and buy-in from the frontline whose productivity will be impacted
- In a Project Scorecard, it is imperative that you measure your baseline, actual and target numbers over a period of time and communicate this regularly to all stakeholders
- Communicating the Project Scorecard serves as valuable input into the investment decision making process and empirically justifies the long-term value of the investment to the business
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