Managing customer expectations in information system projects
Success in information system [IS] projects is increasingly being defined in terms of how well customer expectations are satisfied. Twenty-one IS project managers from private organisations in Perth Western Australia were interviewed about the process of managing customer expectations. It was found...
| Main Authors: | , |
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| Format: | Conference Paper |
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Edith Cowan University
2004
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| Online Access: | http://hdl.handle.net/20.500.11937/40373 |
| _version_ | 1848755853545439232 |
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| author | Baccarini, David Coleman, A. |
| author_facet | Baccarini, David Coleman, A. |
| author_sort | Baccarini, David |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Success in information system [IS] projects is increasingly being defined in terms of how well customer expectations are satisfied. Twenty-one IS project managers from private organisations in Perth Western Australia were interviewed about the process of managing customer expectations. It was found that project managers should focus on the gap in expectations between the desired project outcomes as described by the customer and the outcomes as perceived by the project team. Furthermore, expectations must be managed early in the project particularly in building realistic expectations. Effective communication was found to be the critical strategy for successfully managing customer expectations in IS projects. |
| first_indexed | 2025-11-14T09:02:54Z |
| format | Conference Paper |
| id | curtin-20.500.11937-40373 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T09:02:54Z |
| publishDate | 2004 |
| publisher | Edith Cowan University |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-403732017-01-30T14:42:08Z Managing customer expectations in information system projects Baccarini, David Coleman, A. information system project management managing expectations Success in information system [IS] projects is increasingly being defined in terms of how well customer expectations are satisfied. Twenty-one IS project managers from private organisations in Perth Western Australia were interviewed about the process of managing customer expectations. It was found that project managers should focus on the gap in expectations between the desired project outcomes as described by the customer and the outcomes as perceived by the project team. Furthermore, expectations must be managed early in the project particularly in building realistic expectations. Effective communication was found to be the critical strategy for successfully managing customer expectations in IS projects. 2004 Conference Paper http://hdl.handle.net/20.500.11937/40373 Edith Cowan University restricted |
| spellingShingle | information system project management managing expectations Baccarini, David Coleman, A. Managing customer expectations in information system projects |
| title | Managing customer expectations in information system projects |
| title_full | Managing customer expectations in information system projects |
| title_fullStr | Managing customer expectations in information system projects |
| title_full_unstemmed | Managing customer expectations in information system projects |
| title_short | Managing customer expectations in information system projects |
| title_sort | managing customer expectations in information system projects |
| topic | information system project management managing expectations |
| url | http://hdl.handle.net/20.500.11937/40373 |