The project manager/ customer interface case study answers
Since its inception, the IBM PMCOE—working hand in hand with all business units worldwide—ensured that we became a project-based enterprise that applies and integrates project Management disciplines into all core business processes and systems. The initial charter drove more consistent and broader use of project management disciplines, including the formalization of the position of project manager throughout our organization. Our professionals are more experienced and capable in their abilities to get their work done using project management disciplines. Today, we see ourselves as much more than an Information Technology Company.
The fundamental things that ITSM practitioners need to understand about the customer interface are:. In traditional organizations, new technology is acquired and processes are improved in the name of effectiveness and efficiency, believing these to be the answer to more value for the customer. While such efforts are well intended, the resulting improvements do not always translate to visible and meaningful outcomes for the customer. If we are going to start managing the customer interface then we need to move away from a technical to a customer focus. Frameworks tend to cover structure, roles and processes, which is all legitimate. Integrating soft skills around the ITIL framework produces the desired outcome of structured service delivery whilst maintaining a customer focus.
There are, however, cases in which the contractor has been in a good relationship with the customer previously, leading to assumptions in the process, as well as informal handling of activities in the project. This may lead to misunderstanding between the customer and the contractor, causing project failure. In , NLP needed three of its generators to be serviced.
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