Project management is about managing work processes and leading
people. The technical skills of a project manager (the ability to organize the project and develop a scope, budget, and schedule)
are critical to executing a project that will finish on time, within
budget, and to the project specifications. However, the project will not be a
success if the important stakeholders are unhappy with the
results.
Project stakeholders often have a significant role in the success of a project. The ability of the project manager to understand the expectations of the various stakeholders and motivate them to contribute to the project success is a major aspect of the project manager’s leadership role. One of the definitions of project success focuses on achieving client satisfaction.
This definition highlights the importance of the client as critical for both defining and achieving project success. The client is an important project constituent and in most cases the most important constituent. Project success often includes meeting project goals and specifications, and it also includes understanding and meeting the expectations of the client. Depending on the complexity level of the project, the plan to meet the client’s expectations can range from having a general discussion with the project leadership team to developing a formal plan that is tracked during the life of the project. Following strategies if used effectively can help to fulfill the clients expectations.
results.
Project stakeholders often have a significant role in the success of a project. The ability of the project manager to understand the expectations of the various stakeholders and motivate them to contribute to the project success is a major aspect of the project manager’s leadership role. One of the definitions of project success focuses on achieving client satisfaction.
This definition highlights the importance of the client as critical for both defining and achieving project success. The client is an important project constituent and in most cases the most important constituent. Project success often includes meeting project goals and specifications, and it also includes understanding and meeting the expectations of the client. Depending on the complexity level of the project, the plan to meet the client’s expectations can range from having a general discussion with the project leadership team to developing a formal plan that is tracked during the life of the project. Following strategies if used effectively can help to fulfill the clients expectations.
Educate the Client
from the Beginning
Often the client does not have the project management experience of the project manager or project team. An experienced project manager understands the phases of the project and the requirements of the different phases. A less experienced client may become frustrated at the changes in the management approach required for the different phases of the project. For example, during the early phases, the project leadership is encouraging creative approaches to accomplishing the project goals. As the project proceeds and the project plan becomes more firm, the project leadership focuses on accomplishing the project goals.
Often the client does not have the project management experience of the project manager or project team. An experienced project manager understands the phases of the project and the requirements of the different phases. A less experienced client may become frustrated at the changes in the management approach required for the different phases of the project. For example, during the early phases, the project leadership is encouraging creative approaches to accomplishing the project goals. As the project proceeds and the project plan becomes more firm, the project leadership focuses on accomplishing the project goals.
The types of meetings, the agenda of the meetings, and the
general project atmosphere change as the project moves from the planning phase
to the production mode of the execution phase of the project.
During the last phases on a project, project team members are often tired and beginning to anticipate the
transition that will take place at the end of the project. The motivational approach that worked during the
early phases of the project is less effective during the final phases, and the project manager applies different approaches to motivating the project team.
During the last phases on a project, project team members are often tired and beginning to anticipate the
transition that will take place at the end of the project. The motivational approach that worked during the
early phases of the project is less effective during the final phases, and the project manager applies different approaches to motivating the project team.
These changes can be disconcerting on a person’s first project.
By explaining what to expect and planning with the client a process to minimize
the impact of these changes, the project
manager prepares the client for these events and reduces the frustration.
Include the Client on Selected Project Teams
The project client translates the needs of the organization through chartering the project and defining the project scope to the project manager and the project team. The client also has an oversight role. This oversight is often accomplished through regular project reviews and reports from the project team. Depending on the complexity level of the project, the reviews can vary significantly. On less complex
projects, the review might be conducted in a one-hour meeting with a one-page summary document serving as the project progress report. On more complex projects, a full-day meeting might be necessary for the project progress to be fully understood, and the project report may be one hundred pages or more. In addition to providing the formal overview of the project, most clients would like to actively participate in the success of the project. This is a delicate balance. The participation of the client can have undue influence on project decisions. The advantage of including the client in project activities is to gain the client’s personal investment in the project plan, to create a better understanding for the client of the problems the project encounters during the life of the project, and to gain the insights and contributions of the client in problem solving. Involving the client in teams where the client’s special knowledge can add value to the team discussions and activities contributes both to the success of the team and the satisfaction of the client.
0 comments