Scope ManagementBest Practices for Scope Management and Scoping Salesforce Field Service

Today’s Panelists

DirectorPartner Engagement Management

EMEA DirectorPartner Enablement

Clouds and Industries

Petra Kahl Rob Roop

Agenda

● Introductions

● Scope Definition and Scope Control

● Best Practices for Scoping SFS

Scope Management Best Practice

Defined:

Scope Management creates boundaries

of the project by clearly defining what can

and cannot be done in the project.

It is a basis for successful internal and

external communication and a common

understanding of project goals.

What is Scope Management and Why?

Why:

CRM projects fail due to insufficient communication within the project and its preparation resulting in misalignment of expectations.

Without efficient Scope Management project cannot be delivered on time, budget and quality.

Statement of Work Guidelines

Challenges

🆇 Overcommit and under deliver

🆇 Scope not precise enough

🆇 Business value not clearly defined

🆇 Vague Project Responsibilities

🆇 Project Methodology & Collaboration

🆇 Misalignment of expectations

Recommendations

✅ Adapt approach to organizational readiness

✅ Align scope to meet all stakeholder expectations, based on expected business outcome

✅ Explicitly state Deliverables, Activities, Assumptions, Obligations, Timeline/Project Phases, Risks and Collaboration

✅ Include consequences related to assumptions

✅ Outline the process how to handle change requests

✅ Explicitly mention Out of Scope

✅ Detailed review with all parties prior to signature

Project & Scope Governance

Scope Control Communication★ Project Management Plan (PMP)

★ Scope verification - deliverables match scope/out of scope and approach

★ Change (request) management - Scope Creep

★ Expectation Management

★ Business value verification

★ Stakeholder Analysis - define target groups

★ Comms Plan: what, with whom, how, cadence - re-evaluate regularly

★ Comms tailored to target group (content, channel…)

★ Prepare comms properly, e.g. SteerCo - on the point, basis for decision making, risks & asks

Best Practice: Treat all SOWs as if they are Fixed Price

Importance of the PMP

The PMP defines how the project will be executed, monitored, controlled and closed.

Based on

● SOW Content● Internal Knowledge Transfer & Discussions

Purpose

● Ensure Scope and Project Alignment at the beginning of the project

● Formal sign-off of the PMP by the appropriate leads of the different parties

PMP

IntroductionObjectivesSuccess

Scope/Scope Management

Plan

High-Level Project

Schedule and Budget

Risk, Constraints & Assumptions

Project Organization

Change Control

Project Reporting &

Communication Plan

Approval & Sign-off

Top reasons for Scope Creep & how to mitigate

Ambiguous requirements definition

Detail and describe Scope properly as early as possible, starting with the SOW.

Ask appropriate supplementary questions to understand the business related context of requirements.

Timeframes and deadlines impossible to achieve

Do not underestimate project complexity and dependencies (technically, resources/people).

Slice and dice digestible project phases.

Absence of a product owner with accountability and power to make decisions

Define change-management process, e.g. communication channel, change assessment responsibilities and who needs to be contacted for approval in case of requested changes.

Poor and uncontrolled communication and documentation

Organize regular meetings to demonstrate work progress and gather feed-back about usability & include pilot users early.

Document conversations and agreements directly between the client and team members.

Have a project scope statement in place and have attention to milestones/deliverables that require approval.

Best Practices for Scoping Salesforce Field Service Projects

Common Scoping Mistakes in Salesforce Field Service

● To much, to fast● User Personas● Service Territories● Work Order Object Model● Integrations● Adoption

Gotchas

How fast can you go?Implementing Field Service is a Journey

Scheduling

Optimization

Inventory Management

Customer Self-Service

CPQ, etc

Field Service Personas

Mobile Employee● Mobile user

● Receives Work Orders from Dispatcher

● Manages & updates job progress

● Perform the work and report on completion

Dispatcher● Desktop user

● Manages jobs & mobile resources

● Optimizes job schedule

● Occasional access to CRM

Customer● Telephony or digital

channel● IoT● Can book and

manage appointment in Community

Contact Center● Desktop user● Handles inbound

cases● Creates a Work Order● Books appointments

from the Service Console

● The larger and more complex your customer is the more time you need to invest in Service Territories

● Service Territories define which appointments are assigned to which Service Resources

● There are trade-offs associated with different territory strategies that require time, thought and understanding

Scoping Service Territories

Cambridge West

Cambridge East

How is Work Organized?

The Scheduling Object Model is how you define the requests for scheduling and how the appointments get scheduled.

Work Order

Child Work Order

Complexity Multipliers

● Complex Work● Multi-Day Work● Crews● Contractors

● Integrations may be important but of less value than effective scheduling

● More complex in Field Service than other use cases

● Different use cases different integration strategies

● Common use cases○ Inventory○ Maintenance Plans & Service Contracts○ Payroll○ Travel and Expense

IntegrationsComplexity and Risk

The project isn’t over until...Change Management

"Organizational change management ensures that the new processes resulting from a project are actually adopted by the people who are affected.”

-Sheila Cox of Performance Horizons

Q&A

Appendix

FSL SOW Checklist - Things to Capture and ScopeFSL Configuration Components:✓ Initial Setup✓ Field Service Settings✓ Technicians✓ Dispatchers✓ Agents✓ Business Units / Countries✓ Work-Orders / Work Order Line Items✓ Service Appointments✓ Service Territories✓ Operating Hours✓ Service Resources✓ Service Crews✓ Resource Preferences✓ Inventory✓ Integrations✓ Mobile Resources✓ Service Reports✓ Multi-Day Appointments✓ Emergency Appointment Booking✓ Complex Work✓ Maintenance Plans✓ Absences ✓ Optimization Level Expectations✓ Schedule Optimization✓ Automation

✓ Reporting✓ Gantt Configuration✓ Data Migration✓ Sharing✓ Testing✓ Training

Other Considerations / Complications:✓ Path/s✓ Service Cloud ✓ Community Cloud✓ Field Service Analytics✓ Knowledge✓ FSL API’s✓ Global Optimization✓ Custom Actions✓ Contractor Dispatchers ✓ In Jeopardy Process✓ Resource Efficiency✓ Entitlements & Milestones✓ Actual Start / End✓ Missed Appointment Process✓ Map Layers✓ Self Service Portal✓ Work Order Line Item Process Builder

✓ Associate Service Appointments✓ Calendar Sync✓ Products✓ Appointment Self-Scheduling✓ Complex Work Automations✓ Work Order Pricing✓ Approval Processes✓ Dispatcher View Customizations✓ Workforce Management Solutions✓ Drag/Drop Modifications✓ Geofencing✓ Reschedule Reasons✓ App Extensions✓ Maintenance Plan / Day Customization