Closing the Gaps - The customer service role in Program Management
From the onset of the project, there are differing perceptions of the scope. There are gaps between what the customers, stakeholders, your management and your team think is expected. The situation continues to worsen with every email, phone call and meeting where there are changes, scope creep and elegance creep. This paper talks about the 5 different locations to look for disconnects and offers advice on how to get alignment between your team's intentions and your customer's expectations.