{"id":4328,"date":"2023-04-04T16:13:15","date_gmt":"2023-04-04T16:13:15","guid":{"rendered":"https:\/\/resourceguruapp.com\/blog\/?p=4328"},"modified":"2025-01-14T10:02:09","modified_gmt":"2025-01-14T10:02:09","slug":"complacency-creeps-in","status":"publish","type":"post","link":"https:\/\/resourceguruapp.com\/blog\/project-management\/complacency-creeps-in","title":{"rendered":"When complacency creeps in\u2014A story by Holly Davis"},"content":{"rendered":"<p><strong><a href=\"https:\/\/resourceguruapp.com\/blog\/happy-people-make-for-great-work\">Last week<\/a>, Operations Director at DDB Sydney, Steph Dix, shared her (all-too-familiar) story about <a href=\"https:\/\/resourceguruapp.com\/blog\/team-burnout\">work-life balance<\/a>\u00a0and how exactly her mantra, \u201chappy people make for great work,\u201d came to be.<\/strong><\/p>\n<p><strong>This week, Holly Davis, Principal Delivery Manager at Torchbox, talks about complacency, ownership, and <a href=\"https:\/\/resourceguruapp.com\/blog\/what-is-project-scope\">project scope<\/a>.<\/strong><\/p>\n<p><strong>You can read all the stories in our latest eBook, Confessions of a Project Manager.\u00a0<a href=\"https:\/\/get.resourceguruapp.com\/ebook-confessions-of-a-project-manager\/\">Download your free copy here<\/a>.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">I was working with a competent Lead Developer on one of our biggest clients delivering a rebuild for a platform that we\u2019d been working on for 10+ years. Our Technical Director had executed some high-level planning of how big the migration project was and how much it\u2019d cost to rebuild their platform.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We had broken this massive project into many mini projects, taking one section of the site at a time.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Then the pandemic hit.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This client was affected particularly badly so we discussed putting the project on pause. We agreed, not knowing at that point quite how long we were going to pause for.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Fast forward almost two years later, we were given the go-ahead to move forward with the project again. During that time, the Techncial Director and Lead Developer had both moved on. We had another Lead Developer who had been working on the site since the very start, so fortunately the project had some continuity.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, some team changes! That\u2019s just agency world, right? Right! Not thinking much more of it, we started delivering tickets again.\u00a0<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">In this article \ud83d\udcd6<\/p>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/resourceguruapp.com\/blog\/project-management\/complacency-creeps-in\/#False-sense-of-progress\" >False sense of progress<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/resourceguruapp.com\/blog\/project-management\/complacency-creeps-in\/#From-tech-problem-to-team-problem\" >From tech problem to team problem<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/resourceguruapp.com\/blog\/project-management\/complacency-creeps-in\/#Lesson-learned-Every-project-needs-ownership\" >Lesson learned: Every project needs ownership<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"False-sense-of-progress\"><\/span>False sense of progress<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A couple of projects in, we were struggling to build momentum. New developers were struggling to get onboarded, sprint velocity wasn\u2019t great, we had the whole JIRA tennis situation going on where tickets kept getting pinged back. Tickets that looked \u201cdone\u201d weren\u2019t anywhere close giving us a false sense of progress.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To be frank, it was a <\/span><i><span style=\"font-weight: 400;\">mess<\/span><\/i><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">I had the sense that we were experiencing some tech debt and a bit of a rocky onboarding, but in a couple of sprints everyone would get into their groove and we\u2019d be alright. So over the course of the next few sprints, we were tracking slightly behind but not drastically. I felt like things were improving, however, every time I spoke to the Lead Developer, I could tell he didn\u2019t share my confidence. When I dug deeper, he told me the budget wasn\u2019t realistic and he didn\u2019t have confidence in the approach.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">I heard him. But without any revised estimates or proposed plan, I felt stuck. So we soldiered on once again, but as you can imagine, at this point there were red flags everywhere.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">I was also this person\u2019s line manager, and it was actually during a 1:1 I could see how much this project was affecting him. He was visibly de-motivated and he had a lot to prove on this project. The previous Lead Developer was very well respected and he felt he had big shoes to fill. I could see how disheartened he was feeling about the project\u2014he was drowning.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">I can\u2019t remember exactly what I said in that meeting, but it was along the lines of, \u201cfrom now on we\u2019re going to treat this like it\u2019s a new project (not one you\u2019ve inherited), I have complete trust in you. Let me know how <\/span><i><span style=\"font-weight: 400;\">you\u2019d<\/span><\/i><span style=\"font-weight: 400;\"> like to run this project and come to me with a revised budget. It doesn\u2019t need to be exact, but it needs to be detailed enough where I can have a conversation with the client.\u201d<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"From-tech-problem-to-team-problem\"><\/span>From tech problem to team problem<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">I kept checking in on how he was getting on and the answer was always vague, \u201cyes, I\u2019m getting there.\u201d In the coming weeks, he revealed a <\/span><i><span style=\"font-weight: 400;\">mammoth spreadsheet<\/span><\/i><span style=\"font-weight: 400;\">. Not quite user story level, but a list of epics and components with the initial sizing and a revised sizing. I was half listening and half trying to work out how big the difference was in cost.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This wasn\u2019t the type of conversation where you\u2019re asking the client for a \u201cbit of extra budget\u201d for 1-2 sprints. It was an eye-watering amount, almost a quarter of the budget again.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">I remained calm on the exterior and thanked him for all his hard work\u2014but inside I was freaking out. How have we only just got to this point? Why didn\u2019t I stop the project earlier? Why didn\u2019t we do this at the start?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sure, those were good questions to ask. But not right now. Right now we needed to focus on an action plan. As this went from tech problem to <a href=\"https:\/\/resourceguruapp.com\/blog\/how-to-build-a-project-management-team\">team problem<\/a>, ironically, this was the first time we came together as a <a href=\"https:\/\/resourceguruapp.com\/blog\/project-team-roles-and-responsibilities\">multi-disciplinary team<\/a>.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We did some amazing work in that time. We questioned and challenged ourselves. We re-used and re-reviewed analytics which hadn\u2019t been re-done since the project was started. Ultimately, we came up with revised approaches where we could cut the costs, but deliver a similar outcome.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">I remember working on a script before the call with the client on which I was going to deliver the news. (Needless to say, I had a bit of a sleepless night before presenting the client with this big deficit in budget.)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To this day I don\u2019t know how the client was as understanding as they were. My guess in retrospect was that they too didn\u2019t have faith in the plan or the estimates. It was probably a relief to see a spreadsheet that articulated the actual size of the project in a way that they could engage with and understand.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now, this story does have a relatively happy ending! We agreed on a revised plan where we\u2019d postpone delivering some of the work to the following financial year, we de-prioritized some low-value features, found efficiencies, and undertook some work pro bono to make amends. With a revised plan that the whole team could buy into and with a renewed sense of &#8220;team&#8221; and purpose, we were back on our way.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Lesson-learned-Every-project-needs-ownership\"><\/span><b>Lesson learned: Every project needs ownership<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">So what\u2019s the point of the story? At this point in my career, I was in the most senior delivery role I had been in and complacency had crept in. I didn\u2019t take a moment to think about what had changed or to ensure the team we were bought into the plan we had inherited. There was a lack of ownership.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hopefully, another pandemic isn\u2019t around the corner, but where you encounter team changes, projects pausing, or your team have inherited a budget or approach they don\u2019t believe in or feel they can\u2019t deliver on here\u2019s what to do: stop, assess the situation, and most importantly\u2014<a href=\"https:\/\/resourceguruapp.com\/blog\/project-owner\">take (or assign) ownership<\/a>.<\/span><\/p>\n<h3>Does this story resonate with you?<\/h3>\n<p>Discover more in our eBook, Confessions of a Project Manager, where PM practitioners, authors, and agency insiders share the stories that defined their careers\u2014and the lessons they learned along the way.<\/p>\n<p><a href=\"https:\/\/get.resourceguruapp.com\/ebook-confessions-of-a-project-manager\/?utm_source=blog&amp;utm_campaign=COPM\"><strong>Download your copy today<\/strong><\/a><\/p>\n<p><a href=\"https:\/\/get.resourceguruapp.com\/ebook-confessions-of-a-project-manager\/?utm_source=blog&amp;utm_medium=banner&amp;utm_campaign=COPM\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4165 size-medium\" src=\"https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/02\/ebook-blog-banner-v1-943x242.png\" alt=\"Download the eBook, Confessions of a Project Manager\" width=\"943\" height=\"242\" srcset=\"https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/02\/ebook-blog-banner-v1-943x242.png.webp 943w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/02\/ebook-blog-banner-v1-1042x268.png.webp 1042w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/02\/ebook-blog-banner-v1-1536x395.png 1536w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/02\/ebook-blog-banner-v1.png 1836w\" sizes=\"auto, (max-width: 943px) 100vw, 943px\" \/><\/a><\/p>\n<h3><b>Meet Holly Davis<\/b><\/h3>\n<p><b>Holly Davis <\/b><span style=\"font-weight: 400;\">has been actively contributing to the delivery management community since 2014 when she co-founded DO PM, a meetup for delivery folk based in Oxford, out of that spun out the digital delivery Slack channel which has over 500 delivery\/project managers who share knowledge and best practice. She regularly writes on topics of delivery management and team leadership and has been featured on a number of industry-recognized blogs and podcasts. She provides mentorship to nurture tomorrow&#8217;s delivery leaders and is currently working as a Principal Delivery Manager at <\/span><a href=\"https:\/\/torchbox.com\/\"><span style=\"font-weight: 400;\">Torchbox<\/span><\/a><span style=\"font-weight: 400;\">, an agency partner for socially progressive organizations.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Connect with Holly on <\/span><a href=\"https:\/\/www.linkedin.com\/in\/projectdavis\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">LinkedIn<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Last week, Operations Director at DDB Sydney, Steph Dix, shared her (all-too-familiar) story about work-life balance\u00a0and how exactly her mantra, \u201chappy people make for great work,\u201d came to be. This week, Holly Davis, Principal Delivery Manager&hellip;<\/p>\n","protected":false},"author":30,"featured_media":4330,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","mc4wp_mailchimp_campaign":[],"footnotes":""},"categories":[38],"tags":[],"class_list":["post-4328","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-project-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>When complacency creeps in\u2014A story by Holly Davis<\/title>\n<meta name=\"description\" content=\"Holly Davis, Principal Delivery Manager at Torchbox, talks about complacency, ownership, and project scope.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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