132 Pages
by
Routledge
132 Pages
by
Routledge
132 Pages
by
Routledge
Also available as eBook on:
There has been a sea-change in the focus of organizations - whether private or public - away from a traditional product- or service-centricity towards customer-centricity and projects are just as much a part of that change. Projects must deliver value; projects must involve stakeholders, and Elizabeth Harrin and Phil Peplow demonstrate convincingly that stakeholders are the ones who get to decide... Read more
Contents: Introduction; Introducing a customer-centric process; Why customers count; Why collaborative project management is not enough Measuring project performance; Customer centricity in practice; a case study; Customer centricity in a project environment; Refining your customer-centric approach; Implementing Exceed; Moving forward with customer-centric project management; Carry on the discussion; Appendices; References; Licensing; Index.
Biography
Elizabeth Harrin has huge experience managing IT and business change projects. As Head of Applications and Programme Delivery for Spire Healthcare, she manages a multi-disciplinary team and a varied portfolio of projects.
’Customer centricity should be in the DNA of every worthwhile organisation. Sadly this is not the case. This book and the themes which are developed will require executives and I.T. professionals to confront the truth about their fundamental relationship with the customer. If, through the application of the tools and approach represents a catalyst for changing mindsets, then this book will achieve a great deal. The book will require the reader to reflect upon all aspects of the customer proposition which for me is a key test for the true impact.’ David Ankerson, Managing Director, Incite Management Consulting
