Elizabeth Harrin

Customer-Centric Project Management (eBook, PDF)

• Format: PDF

Produktbeschreibung

This short guide explains 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. Customer-Centric Project Management is both a practical guide and a rigorous, well-researched text that 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. Adopting a customer-centric mindset and using the Exceed process to measure and monitor customer satisfaction will help you move towards working with happier, more engaged stakeholders.

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Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 132
• Erscheinungstermin: 2. März 2017
• Englisch
• ISBN-13: 9781351946612
• Artikelnr.: 47955565

Autorenporträt

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.

Inhaltsangabe

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.