Project manager – part 5 - Managing user expectations

Perceptions of what the user expects varies

Your project will only be successful if the customer wants the product.
Obviously, at the start of a project there is a customer that wants a particular product.

It is up to the Project Manager via the management team to ascertain the exact nature of the product.

That is, the user expectations.
The user expectations in the form of the product specification should be clear, unambiguous and agreed by all stakeholders.

Remember, this will include performance criteria and field testing prior to delivery.
It may also include support for the product for some months after delivery.
This is common in the construction industry with contractor payments being held back to encourage completion.

It will be up to the project management team to challenge what the customer really wants.
Never assume what the customer wants.

Success of a project depends on the user reaction

When a project ends the customer gets their product.
It may well have been produced to the exact specifications but is it what the customer was expecting.
It should be if there has been good communication with the customer during the generation of the specifications.
Such a situation must be avoided at all costs. Clarify, clarify and then clarify again.

Regular review of the user’s requirements

You will need to build in control measures to make sure you are still on track and that the customer has not changed his mind.
To avoid misconstruing the customer needs review the requirements regularly.

Non - PRINCE2 information

Purchase the full product

Non – PRINCE2

Construction [see Construction projects – part 1]
Project manager [see Project manager – part 1 - Overview]
Project manager [see Project manager – part 2 - Choosing the project team]
Project manager [see Project manager – part 3 - People recruitment]
Project manager [see Project manager – part 4 - Communication]
Project manager [see Project manager – part 6 - Systematic approach]
Project manager [see Project manager – part 7 - Empowerment]
Project manager [see Project manager – part 8 - Appointment]

PRINCE2 2005

Introduction

Definition [see Introduction part 1]
Terminology [see Introduction part 2]
What is a project? Scope [see Introduction part 3]
The processes [see Introduction part 4]
Introduction to processes [see Introduction to processes]
59The components [see The components]

Appointing an Executive and Project Manager [see Starting up a Project (SU) - part 2]
Designing a Project Management Team [see Starting up a Project (SU) - part 3]

PRINCE2 2009

Introduction

Foreword [see Foreword]
Purpose [see Introduction part 1]
What does a project manager do? [see Introduction part 2a]
What is it we wish to control? [see Introduction part 2b]
The structure of PRINCE2 [see Introduction part 2c]
What PRINCE2 does not provide [see Introduction part 3]

Change

Project

Time management

Introduction

Resources [see Resources]
Workaholic [see Workaholic]
What is time management? [see What is time management? Problem Time solving]
What is time management? [see What is time management? General]

Key time destroyers

Key Time Destroyers [see Key Time Destroyers]
Action chasing [see Action chasing]
Being disorganised [see Being disorganised]
Cant say 'No' [see Cant say 'No']
Crisis management [see Crisis management]
Desktop management [see Desktop management]
Friends [see Friends]
Large reports [see Large reports]
Low energy levels [see Low energy levels]
Meetings 1 [see Meetings 1]
Meetings 2 [see Meetings 2]
Multiple tasks [see Multiple tasks]
Others errors [see Others errors]
Other's jobs [see Other's jobs]
Paperwork [see Paperwork]
Perfection [see Perfection]
Poor communication [see Poor communication]
Poor control and reporting [see Poor control and reporting]
Poor delegation [see Poor delegation]
Poor information [see Poor information]
Poor leadership [see Poor leadership]
Poor planning [see Poor planning]
Poor preparation [see Poor preparation]
Poor self discipline [see Poor self discipline]
Putting things off [see Putting things off]
Resource issues [see Resource issues]
Responsibility, accountability and authority [see Responsibility, accountability and authority]
Socialising [see Socialising]
Staff issues [see Staff issues]
The boss [see The boss]
The telephone 1 [see The telephone 1]
The telephone 2 [see The telephone 2]
Travel time [see Travel time]
Unfinished tasks [see Unfinished tasks]
Unwanted callers [see Unwanted callers]
Work overload [see Work overload]
Your own errors [see Your own errors]

Risk management

Introduction

What is risk? [see What is risk?]
6 questions to define the project [see 6 questions to define the project]
The key areas of concern [see The key areas of concern]
What should risk analysis provide? [see What should risk analysis provide?]
3 Ways to view risk management [see 3 Ways to view risk management]
General comments on risk assessment [see General comments on risk assessment]
Accountability [see Accountability]
General comments on planning [see General comments on planning]
What are the core process steps to assess a risk? [see What are the core process steps to assess a risk?]
Simple process outline [see Simple process outline]
What are the basic overall process steps? [see What are the basic overall process steps?]
Stakeholders [see Stakeholders]
Success measures [see Success measures]
Why carry out Risk Assessment? [see Why carry out Risk Assessment?]

Leadership

Introduction

Definition of leadership [see Definition of leadership]
Leadership and effectiveness [see Leadership and effectiveness]
Leadership qualities [see Leadership qualities]
Leadership functions [see Leadership functions]

The vision

Practicality [see Practicality]
Stakeholders [see Stakeholders]
The vision [see The vision]
The vision - preparing [see The vision - preparing]
The vision - personalities [see The vision - personalities]
The vision - general [see The vision - general]

Communication

Open questions [see Open questions]
Meetings [see Meetings]
Agenda [see Agenda]

other sites of interest in the series