Bridging the expectation gap in project planning starts with a strong Owner Project Requirements (OPR) process. When stakeholders are heard and involved early, project outcomes improve. This post explores how realistic expectation-setting, engagement, and communication lead to successful projects.
Fulfilling everyone’s requests is not always feasible—and that’s okay. Some suggestions may exceed scope or conflict with project goals. Still, involving all parties through OPR ensures voices are heard. This encourages buy-in and presents leaders with the opportunity to respond and explain decisions transparently.
Effective communication during and after the OPR process boosts team engagement. When participants see their feedback acknowledged—even years later—they take pride in the results. Ownership grows from involvement.
Leaders must explain that not every request will be accepted—and why. Budgets, timelines, and operational requirements matter. Clarifying these constraints early ensures expectations are realistic and fosters trust throughout the process.
Designers may have creative visions or ambitions. However, clarity in the OPR document ensures the owner’s priorities remain the focus. Remind all involved: the architect works for the client, and alignment to goals must take precedence.
On a $200M hospital project, a facilities director requested a limited number of light fixture types to reduce maintenance complexity and costs. The OPR clearly documented this request. However, the initial design included over 25 fixture types. The project team referred to the OPR, held a discussion, and compromised—reducing fixture types by half while preserving design intent. The result: lower costs and mutual satisfaction.
The OPR process offers a structured way for everyone—customers, staff, leaders, and designers—to contribute. Once finalized, the OPR should remain unchanged. This avoids shifting direction based on individual opinions and ensures shared understanding from start to finish.
Wes Pooler is Pintail Solutions’ Vice President of Facilities Services. With over 20 years of leadership experience in healthcare and operations, he’s overseen projects exceeding $150 million and served in critical roles during the COVID-19 pandemic.
Contact Wes Pooler | VP of Facilities Services | [email protected] | tel: 207.660.5352
Jason Bork is the President and Founder of Pintail Solutions, a management advisory firm helping organizations drive partner growth and deploy new business strategies. He also serves as Chief Operating Officer at the Global Alzheimer’s Platform Foundation, where he advances initiatives that accelerate Alzheimer’s research. With more than 20 years of corporate leadership experience across R&D, project and alliance management, and client services, Jason has led global teams of nearly 400 people and guided organizations through transformative change. A graduate of Rose-Hulman Institute of Technology with a B.S. in Chemical Engineering, he is known for his integrity-driven leadership, collaborative style, and passion for mentoring future leaders.
Pintail Solutions is a niche management advisory firm focused on enabling overall project and portfolio delivery, developing and deploying new business strategies, and delivering construction projects across life science organizations.
