Successfully Managing Customer Expectations Change is expected to
- Slides: 22
Successfully Managing Customer Expectations
Change is expected to occur during the life of any project, but this change must be controlled and managed if the project is to be considered successful.
Why Manage Customer’s Project Expectations? ü ü ü To ensure customer satisfaction Activities are occurring as expected Deliverables meet expectations Deliverable are received when expected Anticipated value is received Make good decisions
What is Project Change Management ü ü ü Document the change being requested Determine the impact of the change Approval of the change and its impact Update necessary project documents Helps provide a truer picture of the project
When should Project Change Management be Performed? • • • Scope changes Revised requirements Schedule changes Change in project resources Change in the project budget Any change to the project
AIS PMST Project Change Management Process http: //pmst. ais. msu. edu • Project Information
AIS PMST Project Change Management Process • Change Request Information
AIS PMST Project Change Management Process • Change Evaluation
AIS PMST Project Change Management Process • Impact Assessment
AIS PMST Project Change Management Process • Approvals
Project Change Management Summary
AIS PMST Project Change Management Process • Update the project documents – Project Plans – Project Schedule – Risk Management – Resource Plans – Requirements documents – Test Plans
Loss of Resource
Addition to Scope
Project Change Management Summary
Questions
- Managing customer information to gain customer insights
- Quality is meeting or exceeding customer expectations
- Dual customer expectation levels
- Possible levels of customer expectations
- Adequate meaning
- Adequate service expectations examples
- Explicit customer expectations
- Dual customer expectation levels
- Customer relationship groups butterflies
- All customers differ
- Managing customer relationships and building loyalty
- Involves managing all aspects of a customer relationship
- Managing profitable customer relationships
- Managing complex change
- Coach image of managing change
- Organization change and stress management
- Contemporary issues in managing change
- Six images of managing change
- The calm waters metaphor
- Mengelola perubahan dan inovasi
- Chapter 13 managing change and innovation
- Six images of managing change
- Images of managing change