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When a project is finished, what are the most important factors to take into account that influence customer satisfaction?
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When a project is finished, what are the most important factors to take into account that influence customer satisfaction?
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That the customer has formally accepted the deliverable - The product , service or result and has been given enough information to transition from Project to operational mode.
That the customer input was valued and considered throughout the project and reflects in the end product , service or result.
That effective communication and stakeholder management was demonstrated by the project at every step.
That the project controlled all changes through effective change management processes
That adequate quality assurance/testing activities and quality control were demonstrated.
That the project artifacts are in a central location , accessible to the customer and are complete and signed off such that the customer has all the information they need, should they be audited.
That a Post project review was conducted and customer's inputs - both good and bad were taken into account.
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Customer satisfaction is not a matter of project manager, is a matter of business analyst. No matter that, customer satisfaction must be defined before a project exists and must be write into the business case because is the basement to clear define project success factors in the right way instead to assign product success factors as project success factors.
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1 reply by Deepesh Rammoorthy
Jan 23, 2019 6:32 PM
Deepesh Rammoorthy
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I would politely disagree with you there Sergio

The Business Analyst builds a good relationship with the stakeholder for requirements management but the Project Manager is accountable for delivering the overall project, which includes satisfying the customer .
Even if customer satisfaction standards are defined prior to the project, the Project Manager must ensure that the end deliverable is to the customer's satisfaction during the project closure. This verification is done to ensure that what is defined in the business case has been achieved . All the benefits defined in the business case may not be achieved at this stage but the level of customer satisfaction may be gauged through Project Review Meeting , Project Closure report , Survey etc
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Jan 23, 2019 5:27 PM
Replying to Sergio Luis Conte
...
Customer satisfaction is not a matter of project manager, is a matter of business analyst. No matter that, customer satisfaction must be defined before a project exists and must be write into the business case because is the basement to clear define project success factors in the right way instead to assign product success factors as project success factors.
I would politely disagree with you there Sergio

The Business Analyst builds a good relationship with the stakeholder for requirements management but the Project Manager is accountable for delivering the overall project, which includes satisfying the customer .
Even if customer satisfaction standards are defined prior to the project, the Project Manager must ensure that the end deliverable is to the customer's satisfaction during the project closure. This verification is done to ensure that what is defined in the business case has been achieved . All the benefits defined in the business case may not be achieved at this stage but the level of customer satisfaction may be gauged through Project Review Meeting , Project Closure report , Survey etc
...
1 reply by Sergio Luis Conte
Jan 24, 2019 4:27 AM
Sergio Luis Conte
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Sorry Depesh but business analyst is not accountable for requirements only. Business Analyst is accountable for the whole solution and her/his work start before a project exists and ends after the project is closed. What is mostly forgotten is the customer satisfaction is getting for the project to be created and not for the project that created it. Benefits are not achieved by the project, benefits are achieved by the product created by the project. That is mostly for gotten. All realted to the project must be defined by the product. The way that project manager contributes to customer satisfaction is through project quality.
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Recycle all the resources from the current project.
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Agree with Sergio
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Jan 23, 2019 6:32 PM
Replying to Deepesh Rammoorthy
...
I would politely disagree with you there Sergio

The Business Analyst builds a good relationship with the stakeholder for requirements management but the Project Manager is accountable for delivering the overall project, which includes satisfying the customer .
Even if customer satisfaction standards are defined prior to the project, the Project Manager must ensure that the end deliverable is to the customer's satisfaction during the project closure. This verification is done to ensure that what is defined in the business case has been achieved . All the benefits defined in the business case may not be achieved at this stage but the level of customer satisfaction may be gauged through Project Review Meeting , Project Closure report , Survey etc
Sorry Depesh but business analyst is not accountable for requirements only. Business Analyst is accountable for the whole solution and her/his work start before a project exists and ends after the project is closed. What is mostly forgotten is the customer satisfaction is getting for the project to be created and not for the project that created it. Benefits are not achieved by the project, benefits are achieved by the product created by the project. That is mostly for gotten. All realted to the project must be defined by the product. The way that project manager contributes to customer satisfaction is through project quality.
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Does the product meet or exceed customer expectations and was the customer engaged with professionally over the life of the project.
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the satisfaction of customers has to do with a lot of factors. you better refer to PMBOK for the closing phase. complete all the related processes and make sure that the customer accepted the deliverables.
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Customer accepts the deliverable (quality and satisfaction)
Lessons Learned (this is often skipped and yet is a critical activity for future projects)
Re-assign resources (what will our people do next)

Ask yourself as the leader...
- Did we deliver business value? Why or why not?
- Did we grow as professionals in this project? Why and how?
- Regarding my leadership, what would I do the same or different for the team, my peers, and our stakeholders?
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Compare with definition of done / customer acceptance criteria with actual delivery

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