Challenging requirements and simplifying processes

Saying no well: separating needs from habits, offering standard alternatives and keeping the client's trust.

In this lesson

Finding the outcome behind the request
Offering alternatives and recording decisions
Keeping trust while saying no

Key points

Ask what decision it supports and what breaks without it
Show standard, price the custom option, let the owner decide
Implementation is the cheapest time to fix a broken process
Escalate through governance; record every decision

Real-world example

A client wanted 'every report from the old system' — 63 of them. The consultant asked each report owner what decision it supported; 21 had no owner, 30 were covered by standard reports or pivots, 9 became spreadsheet dashboards and 3 needed QWeb development. The client saved weeks and thanked the consultant.

Questions and answers

Name two signs a process should be simplified.

Approvals nobody checks; duplicate data entry; missing controls; long waits.

Why record decisions you disagree with?

So scope and accountability are clear later.

Read the full lesson, worked example and quiz