Customer-Centric Project Management: 1st Edition (Paperback) book cover

Customer-Centric Project Management

1st Edition

By Elizabeth Harrin, Phil Peplow


132 pages

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Paperback: 9781409443124
pub: 2012-10-03
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Hardback: 9781138461024
pub: 2017-06-28
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pub: 2017-03-02
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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 what ’value’ actually means. Customer-Centric Project Management is a short guide explaining what customer-centricity means in terms of how you work and its importance for project performance; using tools and processes to guide customer-centric thinking will help you see the results of engagement and demonstrate how things can improve, even on difficult projects. The text provides a straightforward implementation guide to moving your own business to a customer-centric way of working, using a model called Exceed and provides some guidance for ensuring that customer-centricity is sustainable and supported in the organization. This is a practical, rigorous and well-researched text. It draws on established models and uses the example of project implementation in a healthcare environment to demonstrate the impact of this significant way of thinking about value. The authors can’t guarantee that the Exceed process will radically improve project success rates, and no process can. Adopting a customer-centric mindset and using the Exceed process to measure and monitor customer satisfaction will, however, help you move towards working with happier, more engaged stakeholders.


’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

Table of Contents

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.

About the Authors

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.

About the Series

Advances in Project Management

Project management has become a key competence for most organisations in the public and private sectors. Driven by recent business trends such as fewer management layers, greater flexibility, increasing geographical distribution and more project-based work, project management has grown beyond its roots in the construction, engineering and aerospace industries to transform the service, financial, computer, and general management sectors. In fact, a Fortune article rated project management as the number one career choice at the beginning of the 21st century. Yet many organizations have struggled in applying the traditional models of project management to their new projects in the global environment. Project management offers a framework to help organisations to transform their mainstream operations and service performance. It is viewed as a way of organising for the future. Moreover, in an increasingly busy, stressful, and uncertain world it has become necessary to manage several projects successfully at the same time. According to some estimates the world annually spends well over $10 trillion (US) on projects. In the UK alone, more than £250 billion is spent on projects every year. Up to half of these projects fail! A major ingredient in the build-up leading to failure is often cited as the lack of adequate project management knowledge and experience. Some organizations have responded to this situation by trying to improve the understanding and capability of their managers and employees who are introduced to projects, as well as their experienced project managers in an attempt to enhance their competence and capability in this area. Advances in Project Management provides short, state of play, guides to the main aspects of the new emerging applications including: maturity models, agile projects, extreme projects, six sigma and projects, human factors and leadership in projects, project governance, value management, virtual teams, project benefits.

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Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Project Management