Thank you for being forthcoming. To overcome these delays, there are many possibilities we could explore together. For example, we could add more resources on our side, which would raise the cost while accelerating delivery. We could bring in cloud migration specialists to support the skills of your team, or we could reduce the scope. However, we'd like to hear from you about what you need, before proceeding. Isobel: I appreciate your willingness to work with us on this. Lawrence: While a cloud specialist could be a strategic resource, my team is getting frustrated with having to juggle their day jobs with this project. I don't want to add more time completing training to their current workloads. At least, not immediately. Isobel: With regard to optimizing the efficiency of our team over the next stretch of the project, would it be possible for IBM to support our understanding of functional and non-functional dependencies; as well as platform dependencies, and proprietary codes? These are the elements that are most time-consuming, for Lawrence and his team. Narrator: This was the best decision considering all of the elements of the value triangle—while also asking the client directly what their needs and motivations are. By involving the client in the solution, you maintained a trust-based relationship. With this in mind, what will you say next?
Questão
Thank you for being forthcoming. To overcome these delays, there are many possibilities we could explore together. For example, we could add more resources on our side, which would raise the cost while accelerating delivery. We could bring in cloud migration specialists to support the skills of your team, or we could reduce the scope. However, we'd like to hear from you about what you need, before proceeding.
Isobel: I appreciate your willingness to work with us on this. Lawrence: While a cloud specialist could be a strategic resource, my team is getting frustrated with having to juggle their day jobs with this project. I don't want to add more time completing training to their current workloads. At least, not immediately. Isobel: With regard to optimizing the efficiency of our team over the next stretch of the project, would it be possible for IBM to support our understanding of functional and non-functional dependencies; as well as platform dependencies, and proprietary codes? These are the elements that are most time-consuming, for Lawrence and his team.
Narrator: This was the best decision considering all of the elements of the value triangle—while also asking the client directly what their needs and motivations are. By involving the client in the solution, you maintained a trust-based relationship. With this in mind, what will you say next?
Alternativas
We need to determine what the impact of undertaking these additional elements could be on scope, budget, and timeline. We need to follow the change control process to assess this and weigh it against the original contract to identify additional risks. We also need to determine whether we have the skills on the team already or would need to secure additional resources.
I hear what you're saying, Isobel. And I appreciate that this is a significant additional pressure on your team. What you're suggesting could be a workable solution. If this is the direction you want to pursue, we'll need to initiate the project change request.
Thanks for the insight, Isobel. Given what you've just shared, I suggest that making concessions on different elements could free up the budget to bring in additional levels of expertise with significant value-add. We will get this project back on track.
Explicação
O cliente (Isobel e Lawrence) acabou de explicitar uma necessidade específica: apoio do fornecedor para entender dependências (funcionais e não-funcionais), dependências de plataforma e códigos proprietários — pontos que estão consumindo mais tempo e gerando frustração na equipe.
O próximo passo mais adequado é:
- Reconhecer a dor do cliente e validar a sugestão, mantendo a relação de confiança (como o narrador reforça).
- Formalizar a decisão como uma mudança de projeto, porque esse apoio adicional do fornecedor impacta diretamente o “triângulo de valor” (principalmente escopo, tempo e possivelmente custo/recursos). Logo, precisa seguir o fluxo correto (change request), alinhando expectativa e governança.
Entre as alternativas:
- A Opção 2 faz exatamente isso: empatia + concordância condicional + encaminhamento para o project change request.
- A Opção 1 é mais “técnica/controle” e menos focada na colaboração imediata com o cliente.
- A Opção 3 assume concessões e promessa de “voltar aos trilhos” sem antes alinhar formalmente impactos/decisões.
Portanto, a melhor resposta é a que mantém a parceria e inicia formalmente o processo de mudança.
Alternativa correta: (B).
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