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integration and implementation of technology-focused business solutions

The 10% factor: taking longer than planned

July 4th, 2017

Routine IT fixes are usually quick. Experienced IT professionals have a track record and method for resolving some of the most common problems.

However, sometimes despite everyone's best efforts, the perceived simple solution becomes a time-consuming fix. This is frustrating not only for the IT professional, but most especially for the client. Increased resolution time can cause business delays and create additional cost.

After years of working on IT issues both big and small, we can give a general idea for how long it will take to resolve common problems. But about 10% of the time, despite our experience and best efforts, the resolution takes longer than we anticipate. In our profession, we refer to this as the 10% factor, which every IT professional encounters.

Here are some things we do to prepare for this situation.

Communicate

When speaking with a client about their IT problem, we clearly communicate the possibility of the 10% factor up front. We let them know that while our goal is to resolve their problem n the estimated time period, sometimes solutions take longer.

This conversation allows us to discuss appropriate expectations. We believe this is the first step in transparent, honest service to our clients.

Plan

Once appropriate expectations are set, we create a plan. This plan includes what the client wants us to do if we encounter issues that will extend the time we spend working on the problem.

Some clients tell us to keep working on the issue until it is resolved. Other clients want to be notified immediately of any challenges the technician encounters in order to make decisions based on that conversation.

Discuss Risk

As human beings, we often avoid discussions of risk. Yet, we know that effective planning includes identifying potential risk. We want our clients to have a complete view of the project for which they are hiring us, and educating them about possible risks and solutions is part of that discussion.

We want to help you resolve your IT issues so your business keeps moving forward. We believe communication, planning, and discussion of risk is the best way to tackle any issue.

If you have questions regarding this or any other IT challenge, please contact us to discuss how LSG Solutions can serve your business.

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