PM Culture and Customers

  Leadership   Stakeholder Management   ProjectsAtWork  

Developing and valuing its project management culture has paid dividends for ADP, forming the foundation for an improved customer relationship by establishing expectations, recognizing when things aren’t going right and taking action to remedy problems.

In project management, success is usually measured in terms of delivery on the triple constraints. However, achieving real customer satisfaction entails much more than merely delivering on time, within scope or budget. It also takes more than technical tricks and tools of the trade. Improving the customer experience and, ultimately, the bottom line, is directly related to the level of refinement and expertise with which projects are managed. Disciplined project management, best practices, PM skills and above all, leadership, when fostered in a strong project management culture, provide benefits throughout the project lifecycle that dramatically enhance project outcomes, and as a result, customer relationships.  

Projects are initiated to either solve problems or capitalize on opportunities. But regardless of why they’re initiated oftentimes we run into problems during execution. Our experience shows that even when we encounter problems, the client experience improves if those problems are confronted early and are well managed by the project team. Projects can be managed without using a disciplined approach…

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