Completing the project

14 Completing the project As a project nears its completion the focus moves on from implementation activities to ensuring that all the deliverables have been handed over to the appropriate recipients. Deliverables are not always tangible products, and handover may require support or training to enable use of new processes or technology. Delivery of the outcomes will vary according to the purpose and objectives of the project, but all the outcomes and deliverables need to be either formally handed over, or accounted for if anything is missing. The delivery and handover stage may also include making arrangements to resolve any difficulties that arise after the project outcomes have been deliv- ered and everything handed over. Careful planning is as valuable at the end of the project as it is in the pre- vious stages. One of the features of a project is that it is intended to achieve specific objectives, so the end of a project should naturally be with its suc- cessful conclusion. Lynda Gratton points out that endings can be just as important as beginnings: ‘Without endings, our companies can look like archaeological digs made up of layers and layers of past processes and practices created from the parts of old processes we have never formally ended’ (Gratton, 2005: 20). She compares the excitement at the beginning of a project with the emo- tional sense of loss that a project team often experience when a project has gone well and achieved its targets successfully, but this also signals the stage when the team must break up. Planning for and anticipating the end right from the beginning can bring significant benefits to individuals and organizations. HANDOVER AND DELIVERY The deliverables of a project are usually listed at an early stage of planning. It is at this stage that arrangements should be made for any conditions that are necessary for the transfer of responsibility to be completed. For example, delicate equipment would not normally be handed over until there is a safe place for it to be installed ready for use. Handover is usually a formal pro- cedure where the person responsible for accepting the delivery checks every- thing and ‘signs off’ the item as complete and of the agreed quality. This process ensures that there is no dispute about whether the project outcomes have been completed. Example 14.1 Relocating a joint service A manager was leading a project to relocate a joint youth centre and advisory service into part of a new tower block. The project was com- plex because the new location required different working practices, particularly for some of the regular services. Handover of all of the physical aspects of the project, including installation of new partition walls, furnishing and equipment, was easily managed as each item could be signed off by the relevant manager. It was more difficult to make arrangements for the services, including cleaning, electricity, toilets, lifts and use of the shared ground floor reception area. After researching how these had been managed in other projects, the manager devised a chart of required services and worked with managers of the new joint service area to identify the standards required of each contracted support service. He then wrote a service level agreement for each service to be contracted, that set out what was required. The service level agreement was a document and could be signed off as a deliverable from the project, and it included details of the process by which the joint service managers would contract and regularly review the service standards. 164 Managing projects in human resources In some projects there are handovers before the conclusion of the project. These are often between different teams working on sequential tasks. Although it is not necessary to insist on a formal delivery, some record should be made in case a dispute arises about where responsibility lies. In some projects a complete project objective is handed over at an early stage. For example, a building site may be handed over before any demolition or build- ing work can begin. The agreements governing the condition in which a site is handed over can be very complex because some problems can cause sig- nificant delay. For example, it is a serious problem if asbestos is found during demolition because specialist services will need time to make the site safe before any work can continue. Handovers should have been identified as key stages on the Gantt chart. If the project involves preparation and handover of a physical object, there may be a number of contributing components. The project plan will have identified the various elements and will include details of handover arrange- ments for each stage if there is a sequence of tasks. The schedule will identify the sequence in which tasks need to be completed. Hopefully, the risk register will have identified the risks associated with each handover and a contin- gency plan will have been made for each major risk. When the outcome is a physical product it is usually fairly easy to define the acceptance criteria. It is more difficult to write acceptance criteria for projects that have developed a new process or service. If the objectives of the project have been written carefully, the key expectations will be detailed in a way that helps to identify exactly what should be included in the handover. It is much better to discuss this in the early stages of planning than to find that there are different expectations in the final stages of the project. If new items are added to the deliverables at a late stage it is very difficult to com- plete the project within the budget and timescales that had been allowed. If training or support is necessary before the client or sponsor can make full use of the project outcomes, this should have been anticipated and built into the project plans. Accepting additional tasks in the late stages can be very difficult because staff allocated to the project team will often have made arrangements to move directly on to different work after the completion date of their contracts. There are often a number of small tasks or non-urgent details outstanding as the delivery date approaches. The team leader or project manager should ensure that someone is responsible for completion of each item and that they have the means to do the necessary work. Completing the project 165 DELIVERING WITH STYLE You can deliver the outcomes agreed with the minimum of fuss or cele- bration, or you can deliver with style. Most of us would be delighted to receive a beautifully wrapped gift. A project that meets the outcomes on time and within the budget will be well received, but if it is well presented it will enhance the impression of professionalism and care in completing the work. Each delivery offers an opportunity to please the client with presentation of a successful outcome. For example, if a project has identified and assem- bled information that should be available to new members of staff, the project might be considered to be successfully completed by ensuring that the nec- essary information is made available. However, a more favourable impres- sion would be created by handing the induction information to new members of staff. It might be packaged attractively and contain everything they need to know, rather than simply notifying new recruits that the information is available. Even better, the package might be given to them by a member of the HR staff who explains why they need to know about each item and when they might need to refer back to the pack, and ideally also offers to answer any questions. There is an opportunity with the handover events of a project to create a favourable or unfavourable impression. PLANNING FOR A SUCCESSFUL CONCLUSION The successful completion of a project is the purpose of all of the effort and work, but the end of a project is often a sad event for those who have enjoyed working together in the project team. A successful project may conclude with a satisfied client, pleased stakeholders and a proud but sad team! As the team will disband quickly once the project activities are complete, it is worth thinking about holding a celebration while it is still intact. Celebration of success demonstrates confidence in the project. A concluding celebration can be planned in from an early date. Some teams celebrate each milestone review. Celebratory events are usually a motivating factor for the team, giving momentum in the later stages of a long project. A newssheet and public announcements can also be effective. Celebrations and announcements give an opportunity to acknowledge the efforts of the team and contribute to keeping morale high. 166 Managing projects in human resources Example 14.2 Closing with an event A group of young Italian people spent three weeks in the south of England in work placements that supported them to both improve their English language skills and to gain some experience of working in another European country. The work placements were mostly in the tourist industry and included hotels, tourist offices, restaurants and travel organizations in a major city. The agency that had arranged the project planned a closing event of an evening reception in one of the seafront hotels. The local mayor agreed to make a speech in support of the project, and many of the participants prepared short presentations about their experiences and what they had learnt. The managers from all the work placements were invited along with the families with whom participants had stayed and people from other agencies who had contributed to mak- ing the project a success. The event was a great success and a photo was published in the local newspaper. The project had been successful and some friendships were made that continued for many years. CLOSING THE PROJECT The closing stage of a project needs planning as carefully as earlier activities. It is a shame if an otherwise successful project is left in a messy condition when the members of the project team have to move quickly on to other areas of work. Once the main purpose of the project has been achieved the tasks of closure can seem like rather tedious housekeeping. If the project team have been enjoying the work you might have to make sure that they all stop work- ing on the project once everything that was part of the agreement has been delivered. It is always necessary to ensure that payments for time and expenses are completed and discontinued. The project manager will also usually be involved in arranging the final review or evaluation. All projects generate documentation, and the project manager should ensure that records that might be needed again are stored safely and can be retrieved. Documents that confirm that all contractual obligations were com- pleted are kept along with the project plans, budgets and relevant staff records. The minutes of all major meetings are kept so that agreements that Completing the project 167 were made can be reviewed, and it is also usual to keep all versions of the project plan with the notes that relate to changes made. The financial aspects of a project need special attention in the closing stages. The manager of the project usually has responsibility for the budget, and needs to ensure that all expenditure is accounted for in the final statement of expenditure. This stage is particularly important if the client has authorized any expenditure that was not part of the original estimate. Clients are not always prepared for the extent to which additional small items of expenditure can add up to substantial sums in the final analysis. There should be a clear record of purchases made, shown through orders, delivery notes and pay- ments made against invoices. Any discrepancies should be explained and evidence provided wherever possible. In some cases it might be necessary to hold a formal financial audit. The financial accounting must be completed and some arrangements made for any outstanding unpaid invoices and any remaining assets or materials. CLOSURE CHECKLISTS In a complex project it can be helpful to think of the closure activities as a small project in themselves, and to plan for them as a distinct set of tasks. You will probably want to make a detailed list of what needs to be done. PAUSE FOR THOUGHT Make notes of the key headings that you think should feature on a project closure checklist. You might have listed key deliverables and associated tasks to ensure that the purpose of the project had been achieved. Another main heading might include all the ‘housekeeping’ elements of completing staff-related matters, financial records and any outstanding materials and equipment used. You might have suggested a reminder to stop all activities, supplies and processes related to the project activities. You might also have considered having headings that would deter- mine who should carry out each task and identify the date by which each task should be completed. 168 Managing projects in human resources As in all other aspects of managing a project, management of closure can be planned and the tasks can be delegated. One benefit of preparing a detailed list is that columns can assign responsibilities for each task with dates to indicate when actions can be started and when they should be completed. There may be scheduling issues even at this stage to ensure that tasks are sequenced and prioritized if necessary. A closure list is likely to include the following tasks, but each project will have different features to consider: ࿖ handover completed for all deliverables; ࿖ client or sponsor has signed off all deliverables; ࿖ final project reports are complete; ࿖ all financial processes and reports complete and budget closed; ࿖ project review is complete and comments recorded; ࿖ staff performance evaluations and reports completed; ࿖ staff employment on project is terminated; ࿖ all supply contracts and processes are terminated; ࿖ all project site operations are closed down and accommodation used for the project is handed back; ࿖ equipment and materials are disposed of in an appropriate way; ࿖ the project completion is announced (internal, external and public rela- tions contacts); ࿖ the project records are completed and stored appropriately. If the manager of a project moves on to another assignment before all these tasks are complete, a list of this type can be used as the agenda for a disc- ussion about how to hand over responsibilities for effective completion of the project. DISMANTLING THE TEAM The end of a project can be quite an emotional experience for team members who have worked together for some time, particularly if close bonds have Completing the project 169 developed. The schedule will have indicated when team members complete their tasks, so in many projects staff move to other work before the project is completed. Even if staff are not moved into other work, many of the project team will plan their own futures in relation to the anticipated completion of the project. For some there will be a sense of loss, but others may be excited by new opportunities offered in their next work assignment. In some cases new opportunities will have arisen as a result of skills and experience that have been gained as a result of working on the project. The manager of a project has some obligations to staff who have worked for some time on a project. You can allow time to have a closure interview with each member of staff so that their contribution can be formally acknowl- edged and recorded. Many staff will need help to recognize the skills and experience that they have gained and to gather evidence of their contribution and achievements. Many staff would welcome a signed record of their achievements, and some will need references to progress to their next jobs. Others might welcome support in reviewing their careers and in considering directions that may have been made possible by their involvement in the project. At this stage, the focus for the team will be to disengage from the project, owning their contribution and relinquishing their collective identity. Effective debriefing can help to maintain their commitment through to the end. The timing of project closure may be a delicate matter, as some staff will leave before the project is fully finished and others will not have jobs to go to. The project is not finished until the closure has been managed, and it is helpful if the people managing these final activities are not worried about their own futures. Once again, planning well in advance can reduce the stress of the final stages of the project. PROJECT DRIFT When one project leads into another without a clear break, or when extra tasks that were not identified at the beginning are added to a project, this is called project drift. Ideally, significant changes should be treated separately as a follow-on project. If the project is allowed to drift into provision of addi- tional outcomes they may not be properly resourced because they were not included in the plans at an early enough stage. Project drift can have adverse consequences for the motivation of the project team, and difficulties may be encountered if staff are expected to take on additional work once their planned involvement in the project is complete. 170 Managing projects in human resources Example 14.3 A drifting project The project was to review and revise the HR strategy and then to amend and update all HR policies. In the first two weeks of the project the team focused on identifying the key issues in the new organiza- tional strategy, in order to ensure that the HR strategy would continue to recruit, retain and develop the employees needed to implement the organization’s new strategy. Within a month, however, it was announced that the organization was to be taken over by a large multinational company but that jobs and work were expected to continue much as before. The project team realized that both strategy and policies would probably have to be changed to align with the new ownership, and felt that they had in- sufficient information to continue the work effectively. The project drifted until the new parent company insisted that all ‘live’ projects be reviewed and reassessed to ensure that they continued to be rele- vant. This project was discontinued with the intention of setting up a new similar project once the revised strategy was agreed. If project drift leaves aspects of the project unfinished or continuing without a planned completion time, it may be impossible to carry out the normal closure activities. It might be possible, and helpful, to consider closing off the phase of the project that has been achieved. For example, you might hold a review to establish what could be considered finished and what needs to remain in place to allow the next stages to progress. It is often helpful to use such a review to close off what has been done so far. This may then allow a fresh start, to approach the new possibilities as if this was the beginning of a new project. Taking this approach helps stakeholders to return to the funda- mental questions about the purpose and goals of the project, to define the anticipated outcomes and to set new boundaries for the timescale, budget and quality requirements. Completing the project 171 This page intentionally left blank . review the service standards. 164 Managing projects in human resources In some projects there are handovers before the conclusion of the project. These. complete their tasks, so in many projects staff move to other work before the project is completed. Even if staff are not moved into other work, many of the project