| Description | This is essentially deciding what actions are necessary - e.g.
- Identifying what deliverables (if they are available outside the client's environment), and lessons learned, can be added to the knowledge base for future re-use
- Escalating any issues arising (e.g. "distressed customers")
- Feeding back to Development any bugs or enhancement requests
More routinely, it is the responsibility of the PSG Manager to keep all stakeholders informed (if applicable), e.g. this might include:
- Account Management (keep informed)
- Customer (courtesy call or follow up new opportunities or issues)
- Development (product feedback)
- Intranet\KM (knowledge assets and client deliverables - for cataloguing and publishing)
- Marketing (material for case studies and other marketing collateral)
- Pre-Sales Support (material for new demos, feedback on any of their materials used)
- Product Management (product feedback and wish lists; customer requirements)
- Professional Services Group (keep informed)
- Technical Support - Service Desk (bugs and issues)
- Technical Communications (issues with documentation, ideas for new material)
Finally, there is capture, analysis, and reporting of measures - both output measures (how successful are we) and input measures (i.e. are other stakeholders supporting or undermining consulting activities?)
Uses these Outputs from "Deliver Consulting Services":
· Assignment Feedback
· Model Artefacts
New or Enhanced Knowledge |
