Customer-Centric Project Management
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€61.50
A01=Elizabeth Harrin
A01=Phil Peplow
Age Group_Uncategorized
Age Group_Uncategorized
approach
Author_Elizabeth Harrin
Author_Phil Peplow
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Average Service Rating
Category1=Non-Fiction
Category=KJMP
centricity
CIO
collaborative
Collaborative Project Management
COP=United Kingdom
Customer Centricity
Customer-centric Approach
Customer-centric Mindset
CUSTOMER-CENTRIC PROCESS
Customer-Centric Project Management
CUSTOMERS COUNT
Delivery_Delivery within 10-20 working days
Enhance User Engagement
eq_bestseller
eq_business-finance-law
eq_isMigrated=2
eq_nobargain
eq_non-fiction
exceed
Exceed Meetings
Exceed Process
Exceed Reviews
Face To Face
Fix
healthcare project implementation
Implementation Partner
Increasing Project Complexity
Language_English
mindset
organisational change management
PA=Available
PMO
PMO Function
Post-implementation Review
Postimplementation Review
Price_€20 to €50
process
processes
Project Customers
Project Management
project performance metrics
PS=Active
satisfaction
softlaunch
Spire Healthcare
stakeholder engagement strategies
stakeholder value measurement model
stakeholders
sustainable project practices
team
Triple Constraint
value delivery frameworks
Product details
- ISBN 9781409443124
- Weight: 268g
- Dimensions: 156 x 234mm
- Publication Date: 03 Oct 2012
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Paperback
- Language: English
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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.
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.
