PMcrunch

[tag-tec]Gold plating[/tag-tec], or the idea of delivering more or better than requested is generally not accepted in [tag-dir]project management[/tag-dir] doctrine. However, I think we need to take this with a grain of salt and consider how to discern when and how we might over deliver.

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Basic project management teaches us that quality is defined by meeting requirements, but not exceeding them. If we deliver more than what the customer asked for, it is considered to be gold plating – a bad thing. The premise is that there is a balance as per the triple constraint among quality, cost and schedule, and that it is the job of the project manager to manage that balance. In these tough times, however, how can a project manager produce excellence and in essence exceed customer expectations without gold plating?

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Parkinson’s Law – the concept that work expands to meet the time available – is a common human behavioral reality. To deal with it, we can always tighten up the timeframe or define the work and deliverables more explicitly, but it is not always so straightforward to deal with.

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