How A Project Manager Can Influence Customer Expectations And Perceptions

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Customers are the foundation of any organisation business level strategy. Organisation need to ensure that customers’ needs are met and satisfied, senior management needs to ensure these needs are met.

Kliem (2015) added that in order to satisfy the customers, their requirements and needs to address that satisfaction should be met and concluded that inability to determine the customer requirements will merely result in customer dissatisfaction. It is therefore important to identify the activities and needs that customers consider indispensable to attain the required level of

Communication has been described as one of the most important factors, if not the most important, factor leading to the successful implementation of a project. For a project communications plan to be effective it should be assembled very early into the initiation and planning phases of the project. The PMBOK Guide 4th Edition (2008), identifies five processes in communication management, namely, identifying stakeholders, planning communications, distributing information, managing stakeholder expectations and reporting performance. It is the duty of the Project manager therefore to harness these essential features or processes together and put in place a strategy to find out what the specific communication needs of the project are. They would

In order for a project to be successful the business must take the time and map out every detail of this product to make sure that it doesn’t fail. Projects and new ideas can help a business to get its place in the market, increase sales and maintain the reputation

Pursuing to meet customer expectations is a critical and strategic decision. It is not something an organization does simply to satisfy a standard but it is something does to stay in the business. Meeting customer expectations should be the ultimate goal. Although profit and revenues are very important, this is nothing compare the results of fulfilling customer needs and expectations. Everyone must involve in meeting customer expectations. All personnel should have the capability to meet what the customers expect them to do. Customers are only satisfied if their expectations are consistently met. To be competitive, expectations of customers must meet in a timely and cost effective manner.

It is always important that I prioritise the requirements of each customer and understand how their problem could have an effect on the company. For example, the client is an external customer of GPW, it is important

The deliverable that came for the initial strategy phase cause the team the realization of not focusing on business but of the employee and the customers. Return on income was not the focus because in this case that was not the problem. The influx of customer was providing ROI but the need to focus on customer and employee relation where best sought in this project. The CEO Steward Parker stated in a town hall meeting that it is more important to send them on the right path that to try and make a profit. His statement was inspired by the work of the project team. Their effort inspired the new motto of being

To compete now a day’s competitive environment companies have to take a look on customer satisfaction as a high priority because they now a days demands improved products in quality, cost and reliability. And these are the key factors on which the organization must focus on and to consider those key factors, organizations must adopt new approaches of management to gain the satisfaction of customer. We can examine every item in the figure shown below.

We want to ensure that our customers are receiving what product that they have requested. The project leader will also ensure the customer is full satisfied with all status updates and agrees with the timelines the project team has assembled. We want to ensure that the project team and the customer

Module 7 provides a discourse on Benefits Realization Management (BRM). It outlines the importance of having a formal BRM process in place when undertaking projects. Among the significant theories that it touches on, is the idea of product success versus project success. It is noted that unlike project success which is dependent of the iron triangle constraints of delivering a project on time, within budget, scope and specified quality standards; product success has to do with ensuring customer benefits, meeting design goals, making sure that a project delivers commercial success and future potential. Benefits realization management has to do with ensuring that long term benefits of the product or result that led to implementation of the project are realized even after the project is completed, especially after the project is complete - hence the idea of product success. The concept of value vs benefits is discussed in the next sections, along with the process of benefits realization management, some of the significant challenges that BRM faces and the importance of project sponsor and executive accountability for BRM.

Strategic Management - 13th ed. Strategic Management: Concepts & Cases, Competitiveness & Globalization - 10th 2013 ed. Supply Management 7th 03 ed. Winning Government Business: Gaining the Competitive Advantage 2nd 2011 Contemporary Business 14th 11 revised ed. OPERATIONS MANAGEMENT: An Integrated Approach 4th 2010 ed. Project Management: A Managerial Process, 5e 2011 BUS 518: Cases for Project Management Leadership

Successful project management can provide outstanding value for an organisation particularly when the objectives of the project have been achieved. A large project can be complex in nature with its life cycle involving a number of facets including the initial concept, financing, design, construction and the operations, maintenance and refurbishment phases. This report will focus on the operations and maintenance (O&M) phase of a Sydney road tunnel, the Eastern Distributor.

Expectations of the stakeholders and customer need to be in line with the project objectives and deliverables. During project initiation, it is critical that those expectations are outlined in approved baselines so performance can be measured throughout the project. With the utilization of established baselines, performance can be measured using earned value management and reported accordingly. This will also ensure that contractual requirements are being maintained, which is critical in today’s competitive environment. This will also assist in creating the scope, budget and schedule baselines so performance throughout the project can be measured to ensure performance is meeting everyone’s needs and expectations. This paper will outline the re-carpeting project and further establish viability verification, threshold establishment, overhead costs and management oversight. Finally, using Earned Value Management (EVM) can provide all key personnel a snapshot of where the project stands at any given point during the entire life cycle.