How has scope creep affected a project on which you have worked? Consumer analytics is a big part of the hospitality and entertainment industry. It provides details on what consumers like or do not like about a particular experience or product. This information is very important as it assists with making process improvements that will lead to a better customer experience. One of the projects I was tasked with involved creating a day trip survey that will capture feedback from non-hotel guests who visits our property. I simply mimicked the survey format that is currently being e-mailed to our hotel guests, built a marketing database that leverages our loyalty marketing program, and programmed the system to automatically send surveys to any guests who utilizes their loyalty card during their day trip visit. This was a simple project. I had the survey built, the system programmed, and the date set for launch only to be set back by a scope creep. During
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- Spring '17
- Tom Jensen
- Project Management