Plan for the unexpected

As the projects we work on often delve into the unknown, we must be open to new information, changing system influences (particularly for projects that span many years) and evolving circumstances and technologies. Risks, although identified and mitigated, may very well impact the process or the outcome, and client feedback at any milestone may also provide an alternative perspective that needs to be considered.

Although these things are difficult to anticipate at the outset, they must be taken into consideration for the project to be successful. We have come to understand that the process will, more often than not, be non-standard.

We have project, risk and quality management systems in place, as well as horizon scanning, but we also need a mindset that accepts and addresses the new information or challenges. At Shoal, we:

1. Acknowledge that every project is different
2. When a change is needed, support team members to embrace the chance and not feel as if they are doing the wrong thing or not meeting standards
3. Treat the process as a ‘living thing’ that will always need to be adjusted, based on the evolving circumstances and client feedback
4. Actively seek guidance from our domain experts, project or team leaders, senior management and client for process adjustment or correction.

With the process and plan in place, it’s our people that deliver. Our approach is underpinned by our company values:

	BOLDNESS We speak up. We look at what’s possible and responsibly lead the way forward, even if we don’t have all the answers.
	SELF-AWARENESS We know what we’re good at – and what we could do better. We take action to develop ourselves and each other.
	PROFESSIONALISM We know what we’re good at – and what we could do better. We take action to develop ourselves and each other.
	CREATIVITY We look at things differently, ask questions and try new things (even though we might not succeed).
	SOCIABILITY We support each other, seek connections, start conversations, build relationships and engage with our community.