Communication is one of the most significant factors in any kind of venture. Whether it's operating a business or executing a capital project, communication among team members and between stakeholders is critical. Clarifying understanding, enabling trust, and building confidence, are just a few of the critical benefits of optimized communication. This blog post is intended to explore the application of effective communication, specifically in capital projects.
"Unintended consequences." Sounds harmless, guilt-relieving, “not-our-fault” kind of language. On the surface it's a simple-enough statement, declaring that there were outcomes to some actions taken that (usually) ran counter to the intent of the project, and generally they were not desired. In other words, "some bad things happened that we did not expect."
Recently we received some excellent feedback from a client at the conclusion of a project. The scores were glowing, but one remark surprised us: the client stated that we might have been too transparent.
Due to some changes in our organization I recently had a new responsibility added to my plate. Some of the words that describe it are “Voice of the Customer” or traditional terms like Customer Service or Customer Satisfaction. These things have always been high on my priority and values list, and something that I have been intimately involved in as an account manager. But when your name gets tagged to it, it becomes even more important to you!
On a recent business trip to California, I had the opportunity to visit the Ronald Reagan Presidential Library & Museum in Simi Valley. There I learned much about the man and the mission that he was on as president in the 1980s, and also had an opportunity to get my picture taken at the entrance of Air Force One.
Sometimes it is not what you say, but how you say it. In the engineering services world, we live by requirements (what you say – or write). Sometimes we create the requirements for or with our clients, and other times we write a proposal in response to the requirements and define a project to meet them.
Ever see the "Check Engine" light come on in your car, and have no idea what could be wrong? For the Regional Transportation District (RTD) of Denver, this was the reality - except they didn't have a mechanic to plug in an instrument and give them a diagnosis. They had to shut their train down, walk around to try and find the problem, and then determine if they had to call maintenance.