Ocean PMP BLOG

I think the most critical thing to project success is to dig out customer expectation. Customer needs and wants which are often related to product or service is easy to find out.  Customer is hard to tell you clearly what they want. Just like McDonald clerk often double check what you want. 

But how could we know customer really thinking is? I mean expectation. Customer is always looking for better service. In other words they have experienced on previous venders, right?  Therefore “benchmark”  is already resident in customer mind. We often ignore this benchmark and start to deliver on our own way. Apparently, It does not stand on customer position to think what customer expects.

Start to collect historical information customer experienced will be really beneficial to complete your Scope of Work. It means the first activity in your project network diagram is to collect customer historical information rather than start to deliver service you do as usual.

 Historical information includes what customer appreciated, compliant. Customer here is at least key stakeholders.

The follow methods help PM keep minimizing gap between project team and customer expect.

-          Apply Risk register

-          WBS (briefing to customer to confirm)

-          Detailed design submitted for approval

-          Drawing submitted for approval(施工圖)

-          Software/Hardware Prototype (to reconfirm)

-          Demo site

-          免費試營運(高鐵, 花博, 捷運文湖)

-          Keep customer PM informed regarding change requests from end users

-          Record these small requests and submit a quotation (follow change request procedure)

Ocean