A new project for a new client with new challenges and new stakeholders. 

As a seasoned senior (i.e. old) project manager for Texture Consulting, I was starting on a new piece of work for a Texture Utilities client. The mission? To upgrade their aging asset management system and seamlessly integrate it with their existing infrastructure.

The stakes were high, the challenges numerous, and the coffee supply dwindling. 

I used the utilities standard project docs and processes and worked with the stakeholders and the Steering committee members to fully understand what their expectations were. I needed to understand my stakeholders, the company, its culture, what had come before and what was on the horizon. 

The first task was to clarify and create clear expectations for all commitments. “Always follow through” I reminded myself. If I promised a project update by Friday, it was delivered on Friday, thorough, and with a sprinkle of flair. Minutes of meetings were sent out within 24hrs, and the RAID log was kept up to date and stored where the stakeholders could access it ensuring transparency and accountability. 

And my secret weapon was clear unambiguous documentation, including a solid Steering Committee TOR and Charter, a reviewed and formally agreed upon Project Plan and a Steerco and contractor approved responsibility matrix (RACI)!

But as any consultant knows, the road to success is rarely smooth. Vendor issues loomed large on the horizon. Their project manager was elusive, responses were sluggish, and their priorities seemed to lie elsewhere. Deadlines were missed, and communication became increasingly vague. It was like trying to get a cat to dance—a mix of amusing and frustrating. 

The Client’s Stakeholders were growing restless with the delays and poor communication from the vendor. 

I knew I had to act. Managing stakeholder expectations became a delicate dance. How do I keep them calm amidst vendor delays and system complexities? The company couldn’t afford to go to another vendor, they were locked into a contract and the vendors’ expertise locked them more firmly than a tractor beam in Star Trek. 

I did what every sensible consultant does when there is trouble.  

I spoke to the experts………Texture management. 

Texture’s extensive experience in the utilities, energy, and mining sectors is the bedrock of Texture’s success. Texture Consulting’s management provided sage advice on handling difficult vendors and managing expectations. Their guidance was like a comforting cup of tea, or a very very very good whiskey, soothing frayed nerves and restoring focus and using their years of experience, expertise, training, grit and gumption a plan was born.  

Dependable – I initiated regular optional check-ins for the stakeholders who desired them. Then committed to specific delivery times and always followed through. If I said a progress report would be delivered by Friday, it was delivered, thoroughly, by Friday. I maintained meticulous documentation, creating a clear audit trail of decisions and milestones. 

Responsive – The stakeholders needed reassurance. I ramped up the team’s responsiveness. I ensured that minutes were detailed and distributed the same day instead the normal 24hrs. If a question was asked by the stakeholders or the vendor, the project team gave a response immediately or gave a timeline estimate and ensured to under promise and over deliver. 

Creative -The Vendor’s delays demanded creative solutions. I aimed for agile, adaptive responses, demonstrating our ability to think outside the box. I organized brainstorming sessions, engaging both our internal team and the Client’s Stakeholders to focus on correcting the situation. I explored alternative implementation strategies and proposed innovative workarounds. 

Flexible– I further adapted to the Client’s and vendor’s cultures, tailoring the communication style to their preferences to increase efficiency on all sides. I adapted to the changing circumstances, adjusting the plans as needed. I and the team became agile and maintained a flexible mindset, ensuring that we could accommodate the Client’s evolving needs. 

Driven – The encouraged the project team to become more proactive. Changes were communicated promptly, and documents like the Project Plan, Schedule, RAID log, and Status reports were meticulously updated daily.  I ensured accountability. I increased the frequency of vendor meeting to ensure that all communication with the vendor was defined and tracked to ensure that there was no ambiguity. 

Trusted – I ensured that the project team was transparent and open about potential risks and realistic timelines. I avoided sugarcoating the difficult truths. Responsibility of the delays was captured professionally and transparently without assigning blame and with the utmost discretion. 

By adhering to Texture Consulting’s values and implementing these strategies, the project team and I successfully navigated the challenges and successfully completed the project. The vendor’s slow responses, poor management and the complexities of their system tested our patience, yet I always kept sight of our goals.  

The client’s stakeholders and SteerCo were comfortable and confident in our progress, they understood the situation, the responsibilities, and the mitigation strategies. By focusing on the client and the importance of understanding and exceeding the client’s expectations, the project was successful.

Clear, concise transparent communication was essential as stakeholders didn’t need every nitty-gritty detail; they needed the right details at the right time. The clients needed the quick, calm and confident reassurance that everything was under control and progressing, but without needless details or distractions. Ensuring this was a juggling skill harder but not as dangerous as a clown juggling chainsaws in the dark.  The project team and I delivered the project, albeit with some adjustments, and maintained the client’s trust and satisfaction. Success was not just about delivering the project; it was about ensuring that our clients felt heard, valued, informed and safe. By aligning with Texture’s values, I not only met but exceeded their expectations.