Shared Expectations Methodology for a Rapid Change

HB Notes.

The objective of the Shared Expectations Methodology is to build an ongoing value-adding

relationship with Suppliers / Customers; to partner more effectively; and to use a Systematic
Methodology for continuous improvement. The Shared Expectations methodology ensures the
thoroughly understanding of Expectations providing a fluid dialog to answer questions like:

• What are your expectations?

• What is most important to you

• How we are doing

• How we can improve

• Where do we need to work together towards improvement

The Share Expectation Sessions follow a fairly standard flow and require some degree of
previous planning to be effective, the process has three phases as follows:

a) Pre-work

b) Shared Expectations Sessions

c) Post Reviews

We´ll review key parts of the Shared Expectations sessions itself as depicted in the diagram
below.
 DEVELOP
S SESSION AGEN

Like any effective business meeting, Shared Expectations starts with ensuring everyone
understand and agrees to the Meeting:

• .Purpose

• Agenda

• Outcomes

• Basic Ground Rules

To get ready for the Shared Expectations breakout sessions, teams are instructed in basic
scoring, brainstorming and affinity methods. In the shared Expectations pre-work, the change
itself would have been clearly explained along with “ WHO´S WHO ” on each Team. Thus the
Teams are ready to begin.

Shared Expectations: Building Expectations

The Teams move to separate breakout rooms, each with a trained shared Expectations
Facilitator. In the “Supplier” room the main topic brainstormed could be: ” to make this change
successful, what do we expect of the “Customer” group? Vice-versa in the “Customer” room.
Ideas are written on post-its, and affinity exercise is performed to develop categories of
expectations. Then using a one-seven scale the team asks, “How is the other team performing
today” (or if more appropriate, “How they performed in the past”) and rates each category.

Using the same scale, they assign a second score to each category answering the question “At
what level do we need their performance” They affinitize a final question: “What do we think the
other team expects of us” this does not get scored. To round out the session they prioritize their
expectation categories, i.e. For a Technology Migration Project (communications), expectations

DEFINE
categories may involve: Transition training, Time and Priority Management, Communications,
Providing support, Process governance, Management system integration, etc.

Shared Expectations: Sharing and Consensus

Both Teams convene in the Main room where the Share Expectations Facilitator leads them
through the sharing session. Presented first is the list of what the supplier group believes the
customer group expects from them. That is not followed by the customer group presenting their
expectations of the suppliers along with the current/desired scores.

No debate is allowed at this point, but clarifying questions are encouraged. Next the supplier
expectations are presented.

Once all expectations/scores are shared, the Shared Expectations facilitator leads the group to
consensus on the categories and performance levels

Shared Expectations: Planning

The final part of the Shared Expectations sessions involves the Teams developing actions to
close performance gaps, dates and owners, identifying appropriate ways to measure the
relationship and conduct ongoing reviews. This is accomplished in several ways, Teams can
dialogue as a large group, conduct separate breakouts and reconvene for consensus or take it
off-line and meet another day, etc.

Shared Expectations: Conclusion

Shared Expectations is a great way to get those impacted by the New Projects implicit change,
to be involved in the process.

The key message of this Methodology is ensure everyone understands what is expected of
him/her. A good Shared Expectations Workshop will allow everyone the opportunity to say, “I
didn´t know I was expected to do that and then create the required ownership and action”

Shared Expectations: Typical Questions

As a Supplier

• Do you have a very clear understanding of what your Customer expects

• Do you make really easy for your Customer to do business with you

• Are Customer fully satisfied with the products and services you provides

• Are you happy that you created a truly Customer focus environment

• Do you work at developing strong relationships with your Customer anticipating their
needs, offering direction and support