Question 11

An example, where an employee has to use their own judgment in the service delivery process at Accenture would be during the design phase of an implementation project. Once a customer delivers their requirements the design team is tasked with designing the layout, logic and interfaces of the system. This requires significant judgement since their is no truly prescribed way to proceed. The design team has to decided how the software will look aesthetically, how the interfaces with other systems should be designed and the process in which information will flow through the system. The designer's own experience influences how he/she will design the system logic. Based on their design, the outcome can be a system that meets, exceeds or falls below the customer's requirements and expectations. Should the the system fall below expectations there are several ways to ensure the design team does not fail to deliver again. First, they could be offered training in the specific software or module. Second, they can be teamed with more skilled personnel who can help guide them through the process. Third, project managers could take a more hands on approach and be more involved with reviewing the design team's work through the design phase. Fourth, a super-user from the client team could be partnered with the design team to ensure that all client requirements are being met and designed correctly. Lastly, if the problem was egregious or if the designer had similar issues before, the designer could be removed from the position.