Issue link: https://insights.randstadsourceright.com/i/679407
WHITE PAPER | 5 the on-site and off-site resources. It led to a redesign of the model, incurring additional cost and effort. This could have been avoided if all relevant stakeholders were involved from day one and more time was devoted to due diligence. project charter Because higher attrition rates are observed in China and India, it is extremely important to define and capture program objectives in writing. A project charter has dual benefits; it brings new team member up to speed and limits surprises. A charter defines a team's mission, scope of operations, objective, timeframe, risks and consequences. It is signed by stakeholders from both the buyer and provider side. The objectives should be stated in measurable terms, and the operations scope should be clarified. A good charter helps the teams to: • Be aware of the project goals and boundaries • Focus on the original goals • Be aligned with each other • Use subject matter experts to support team goals and efforts critical customer requirements Initial phases of the project should focus on defining customer requirements and collating their feedback. We often receive customer statements and feedback that reflect their perception about a product or service. This is commonly referred to as Voice of Customer (VoC). The VoC may define the primary issue that a customer has with the product or services, but it may not be specific and measurable. It is important to use a structured way to convert VoC into measurable customer requirements, void of emotion or bias, which is defined as Critical Customer Requirements (CCR). The CCR, which enables the project to deliver to basic requirements, is a well-known term in Six Sigma. For example, when we hear the customer statement, "It takes too long to find a candidate," this is an example of VoC. However, it is only a concern experienced by the customer and does not reflect his or her specific expectations. On the other hand, the CCR may be defined as "submission of candidates within five business days from requisition for interview shortlisting." This provides a much more concrete and measurable definition. By effectively setting up the CCR and project charter, half the battle is won. eliminating ambiguities: key questions to consider when establishing clarity Due Diligence Have we expended sufficient time and energy to discovery and soliciting input from stakeholders? Project Charter Are we clear about our program objectives, and can the charter effectively convey them to new team members? Voice of Customer Have we captured all the Voices of Customer who will be affected by the project? Critical Customer Requirements Are we very specific when defining the customer requirements to eliminate any ambiguities?