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Project Delivered, within Time, Cost and Scope - Customer / Project Team unhappy

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❶It includes Scope definition: I was discussing the final details of the system with the Director of Customer Management, a young lady who was not very well-versed in the intricacies of software development.

Why Should You Manage Scope and Customer Expectations?

Scope Management
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It provides a basis for estimating the project and helps to organize the work. Its purpose is to include the total project scope of all the work that must be done to complete the project. The 1 st level should be the project life-cycle not product. Include only work needed to create deliverables.

Divided further to get work packages. Ex risks, assignment, estimation, activity list, schedule, budget, network control. Work not in the WBS is outside the scope of the project. WBS is a tool to do decomposition. The heuristic rule of thumb used in project decomposition is 80 hours work packages. Work Package — deliverable at the lowest level of WBS. They are control points in the work packages and are used for task assignments, cost and schedule estimates, risk identifications etc.

They are further divided into schedule activities. Control account — one level above the Work Package, in large projects costs are estimated at this level. It helps to reduce Scope Creep, increases understanding and control and inspect the on going work.

WBS dictionary can be used as a part of Work Authorization system to inform team members of when their work package is going to start, schedule milestones and other info.

Scope Verification — to verify that the work done satisfies the scope of the project. The review at the end of the project phase is called phase exit, stage gate, or kill point. Scope Verification is normally done after quality control which checks for correctness of work based on quality requirements and scope verification focuses on customer acceptance but these two processes can be performed in parallel.

All requested changes passes thru ICC. Variance Analysis — Project performance is measurements are used to assess the magnitude of variation. It includes finding the cause of variation relative to the scope baseline.

Rolling Wave Planning — The Project Management team usually waits until the deliverable or subproject is clarified so the details of the WBS can be developed. This is referred as rolling wave planning.

So Work to be performed in the near future is planned to the low level of the WBS, where as work to be performed far into the future can be planned at the relatively high level of the WBS.

MBO focuses on the goals of an activity rather than the activity itself manager is responsible for results rather than performing certain activities. Stakeholder Management — the project manager must identify the stakeholders, determine their needs and expectations, then manage and influence expectations to ensure project success. Project success depends primarily on customer satisfaction.

The principal sources of project failure are organizational factors, poorly identified customer needs, inadequate specified project requirements, and poor planning and control.

A Change Request is the most effective way of handling the disconnect between what users actually want and what management thinks they want.

He should ask for a change order and look for impacts to the triple constraint. Scope Changes on project can be minimized by spending more time developing the scope baseline.

If there is enough reserve to accommodate a change then it should be handled as a risk management process, the Project Manager can approve the change we are paid to manage the scope completion within our budget and reserves. End of phase reviews happens at the end of the phase and is same as administrative closure at the end of the project.

Scope Management Leave a comment 0 Go to comments. Preliminary Project Scope Statement 3. Project Management Plan 4. Organizational Process Assets 5. Enterprise environmental factors 1. Project Scope Management Plan 4. Project Scope Statement 2. Project Scope Management plan updates 3. Project Scope Management Plan 3. Organizational Process Assets 4.

Work Breakdown Structure Templates 2. Project Scope Statement Updates 2. Work Breakdown Structure 5. Project Scope management plan 3. Work breakdown structure 4. Work Performance information 6. Change Control system 4. Project Scope Statement updates 2.

Scope Baseline updates 3. Work Breakdown Structure updates 4. WBS Dictionary updates 5. Then for some reason we neglect to check the health of this relationship as the project progresses. The concept of customer service or advocacy is studied long and hard in product and service-orientated industries.

IT departments also survey customers when they've been asked to resolve issues with hardware or software. However in the billion dollar project management industry we shrug our shoulders and look to the triangle. In , Richard L. This means that customers have a certain predicted product performance in mind prior to consumption, he said. In other words, this is measurable right from the start. The fact that this is the only paper I can find that relates to measuring customer satisfaction in project management tells you everything you need to know about the importance it is given by suppliers of delivery services internal or external.

I spent four weeks interviewing customers and project managers across this organisation and found that no trust or respect existed. But worse than that, neither party had tried to develop a relationship, which led to a sort of project standoff where the customer felt it had no choice but to bring in its own people.

They were frustrated by the constant shifting of the goalposts and the fact that the the process employed was getting in the way of progress. At the end of the engagement, I made a couple of tweaks to the way that the project was initiated and reported, and this completely changed the emphasis of the relationship.

Knowing that the satisfaction of the customer was as important as the time, scope and budget ensured that no activity was undertaken without the collaboration and decision-making input of the customer. You might argue that all of your projects are set up this way. If the customer is happy with a project and gets what they need to continually transform their business, then nothing else really matters quite as much.

So do yourself a favour and put the customer at the centre of your triangle. Colin Ellis is a project management expert who believes that strong leadership aligned with sensible approaches are at the heart of successful project management and he is engaged by organisations who want just that. Find out more at his website or follow him on Twitter: Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more. Membership is free, and your security and privacy remain protected.

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Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction levels can be measured usi ng survey techniques and questionnaires. Gaining high levels of customer satisfaction is very important to a business because satisfied customers are most likely to be loyal and to make repeated orders and to use a wide range .

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Part 1: Customer Satisfaction and Loyalty Definition of Consumer Satisfaction: The satisfaction of customer is considered as the popular topic at the practice on marketing and the research as academic in view of the fact that the primary study of Cardozo's () on the effort of customers, their expectations and along with the satisfaction of them.

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Knowing that the satisfaction of the customer was as important as the time, scope and budget ensured that no activity was undertaken without the collaboration and decision-making input of the customer. Once the project moves into the execution phase, scope and customer expectations management become one of the key responsibilities of the project manager. Management of customer expectations is needed because people are not always logical and may have differing perceptions. Team members should also be controlled in order to avoid "gold plating".

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The SCOPE of customer relationship management customer satisfaction is the the emerging capabilities of customer relationship management systems enabling both reading as well as writing in. Customer Satisfaction with the results of any project depends upon an up-front understanding of the Customer's needs and agreement with the Customer on how the project will address those needs. A precise, accurate, and comprehensive Scope of Work is essential to accomplishing these ends.