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Feedback

The final part of the clarification stage is to identify how the client and organization wish to be informed of progress. A consultant can often perform miracles, but unless the client is aware of the success there is every chance that the change will fail because of diminished senior management support. Additionally, unless you stay close to the client's team there is a possibility that operational changes will be initiated that have a detrimental effect on your project.

Four things need to be agreed to ensure that the feedback process will be effective: timing, detail, issue management and ownership. If these are defined at the outset of the relationship, then there is little chance that communication will break down. If you don't agree the overall process and structure of the feedback link at the outset then there is every chance that the change will end up out of sync with the needs of the client and consumer.


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