RFM155 – What is Scope Creep and How Digital Agencies Can Avoid It

RetainFM – Build your Digital Agency on Recurring Revenue

Main talking points include:

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Part 1: Understanding Scope Creep

• Definition of scope creep
• Scope creep in digital agency work refers to the phenomenon where a project's scope of work expands beyond the originally agreed-upon goals, tasks, and deliverables, without a corresponding increase in budget, timeline, or other project parameters. Essentially, it occurs when additional work is added to a project without properly managing or communicating the change in scope to the client.
• Scope creep can happen in many different ways in digital agency work, such as when a client requests additional features or changes to the project scope, or when a project team adds extra work or features without consulting the client. The end result of scope creep is that the project becomes more complex and takes longer to complete than originally planned, often resulting in frustration for both the client and the agency.

Common causes of scope creep

• Clients moving the goal posts – "I forgot to mention" or "I thought that would be included!"
• Stakeholders – people not necessarily involved in the procurement process, but make decisions at project level
• Gold plating – providing additional work or deliverables that are beyond the scope of the original project agreement but NOT at the request of the client (aka – making life harder for yourself!)
• Examples of how scope creep can negatively impact a project
• Overrunning the budget – or "losing your profit"
• Unsatisfied customers – every customer has the potential to be an advocate for you, don't lose it
• Sub-optimal final product

Part 2: Avoiding Scope Creep

• Setting clear goals and objectives with clients
• Building a strong scope of work and project plan
• Communicating effectively with clients throughout the project
• Proactively managing change requests
• Managing client expectations and educating them about the impact of scope creep

Part 3: Dealing with Scope Creep When it Does Occur

• Identify the Cause
• Assess the Impact
• Communicate with the Client
• Revisit the Web Design Brief
• Document Changes
• Reprioritise Requirements

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