How can you manage project risks and quality in virtual client relationships?

Virtual client relationships pose unique challenges for project risk and quality management. You need to communicate effectively, set clear expectations, monitor progress, and address issues promptly. In this article, you will learn how to apply some best practices and tools to manage project risks and quality in virtual client relationships.

1 Establish trust and rapport

The foundation of any successful project is trust and rapport between you and your client, which is especially important when you work remotely. To establish trust and rapport, you should communicate frequently and consistently via various channels. Show empathy and understanding by actively listening, acknowledging concerns, and providing feedback. Demonstrate professionalism and competence by delivering high-quality work, meeting deadlines, and following up on commitments. Additionally, share your personality and interests by adding some personal touches to your messages, such as humor, emojis, or photos.

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Sunny Revankar

ESG Reporting & Rating Consultant | BRSR & GRI Framework expert | Materiality Assessment | Author
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You need to practice very well before communicating with your client in virtual setup , make sure you understand the medium like zoom and teams very well so that you don't keep clients waiting And the presentation should also be to the point to keep the client engaging otherwise the commutation of important Information might get missed out. Always join on time or atleasy before the client joined , keeping them waiting also gives unprofessional image.

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2 Define project scope and objectives

One of the main sources of project risk and quality issues is ambiguity or misalignment of project scope and objectives. To avoid this, you should clarify the project requirements, deliverables, and expectations with your client using SMART criteria. It's also important to document the project scope and objectives in a written agreement, such as a contract, proposal, or statement of work, and get your client's approval and signature. Additionally, it's beneficial to review the project scope and objectives regularly with your client and update them as needed through a change management process.

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3 Plan and track project activities

Planning and tracking project activities is a key aspect of project risk and quality management. To do this efficiently, break down the project into manageable tasks, assign roles and responsibilities, and estimate time and resources needed. Additionally, create a project schedule using a tool such as a Gantt chart that illustrates the dependencies, milestones, and deadlines of each task. Monitor the project progress using a tool such as a dashboard that highlights the status, issues, and performance indicators of each task. Finally, report the project status by utilizing a tool such as a status report that summarizes the achievements, challenges, and next steps of the project.

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Khaneesha Lockridge

Prosci® Change Management Certified | Digital Transformation & Risk Management Strategist | Process Improvement Consultant | Strategic Implementation Expert | Operations & Process Improvement Leader
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In my experience working virtually cross functionally, some systems like Confluence and Jira are great for internal tracking of open items. This keeps teams and departments in the loop to progress and barriers. Whereas Smartsheets is useful for internal and external tracking of more general steps and the overall project timeline. MS Teams is great for those quick clarifying questions and making use of fun chat features, building the trust and connection mentioned above. The communication and efficient use of those tools is just as important to the project as the goals and impact.

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4 Identify and mitigate project risks

Project risks are uncertain events or conditions that can affect the project negatively or positively, so it's important to identify and mitigate them. A risk register can be used to list potential risks, their probability, impact, and mitigation strategies. Additionally, a risk matrix can be used to prioritize the risks according to severity and urgency. To implement the risk mitigation strategies, a risk action plan should be created to specify the actions, owners, and deadlines for each risk. Furthermore, a risk management process should be employed to review the risks regularly with your client and update them as needed.

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5 Ensure and improve project quality

Project quality is the degree to which the project meets or exceeds the client's expectations and standards. To ensure and improve project quality, you should define the quality criteria using a tool such as a quality checklist, perform quality assurance with a quality audit, control the quality of the deliverables with a quality review, and implement quality improvement with a quality improvement plan. Managing project risks and quality in virtual client relationships requires a proactive and collaborative approach, and these best practices and tools can help enhance client relations and ensure successful projects.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Raman Behl

Vice President Operations
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Effective communication is the key here. Proactive approach and timely reporting of risks complemented with mitigation plan can do wonders in any environment.

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How can you manage project risks and quality in virtual client relationships?

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1 Establish trust and rapport

2 Define project scope and objectives

3 Plan and track project activities

4 Identify and mitigate project risks

5 Ensure and improve project quality

6 Here’s what else to consider

Client Relations

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How can you manage project risks and quality in virtual client relationships?

1

2

3

4

5

6

1 Establish trust and rapport

2 Define project scope and objectives

3 Plan and track project activities

4 Identify and mitigate project risks

5 Ensure and improve project quality

6 Here’s what else to consider

Client Relations

Rate this article

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