Delivery story: What is takes to delight a client in pharma commercial analytics?

Delivery story: What is takes to delight a client in pharma commercial analytics?

I first encountered the concept of client delight during my B-School days, often hearing about it in the context of products like iPods, iPhones, room or seat upgrades, and customized pre-order products.

However, when working on a pre-launch commercial analytics project, where every day is a race against time to meet scheduled tasks, you don't have any time or extra resources to delight the client like I-Phone. 

Client delight takes on a different form. Here are a few strategies I employed over the past year, not for awards, but as a matter of duty (basically to avoid rework and stretch for both the team and myself 😄). P.R.O.J.E.C.T.

1. P repare Team members Early: Assign resources to tasks a couple of weeks (or days) before the scheduled kickoff and make them owners of their vertical. This gives team members a head start and allows for necessary prep work.

2. R ecord Meeting Minutes clearly: Avoid long, essay-format minutes of meetings. Instead, use tabular formats or create architecture diagrams or business rules in a grid format for clarity.

3. O rganize Daily Incrementally Extra Tasks: Work on tasks incrementally extra each day during the initial phases to prevent rework and late-night stretches at the project's final stages.

4. J oin Daily Huddles: As a project manager or lead, be present in daily team huddles. This helps ensure tasks are completed promptly and allows for cross-questioning and validating approaches to team members who takes days for a day long task.

5. E xecute one task at a time: While each individual should focus on one task at a time and close the task, ensure the team collectively works on all tasks. This promotes efficiency and prevents bottlenecks.

6. C oordinate & lead on Critical Tasks: By following the above steps, critical tasks should be minimal. However, as a project manager, you must be available for crisis management, taking ownership of coordination during such situations. Other projects and internal initiatives become secondary during these times.

7. T ransparent Communication by being honest with your team, seniors, and clients: When things start to go off track, don't try to handle everything alone like "James Bond." Instead, communicate openly with stakeholders and collaborate with them, much like "Ethan Hunt" does with his team.

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