How can you use project management for better customer satisfaction?

It’s very important for any project for all stakeholders to be on same page , the scope of project should be clear and precise and thus prevent any confusion in the future processes

We are cake makers. We can make any type of cake. With renderings, engineering specifications and budgeting options it is best to ensure that the customer is well informed and understands your offering. Most projects that have less than stellar results are when the customer didn’t know what they wanted. Also align expectations with reality early on. If you are getting a ton of change orders… best of luck. I have met potential customers who said they wanted “X”. Sure, I’ll help you get “X” but I think you need “Z”. Don’t take my word for it, source a reputable industry expert and hire them as a consultant. I want a happy customer and a successful project. Not disappoint and dissatisfaction.

Strategic project management, from precise scope definition to optimal methodology selection and rigorous quality management, ensures not just meeting but consistently exceeding customer expectations. Proactive communication and feedback collection refine our approach, guaranteeing lasting satisfaction.

Need analysis and information gathering in the initial stages of the project are very crucial. Once you know what the client expects/ wants/ needs, you can create a setup that aligns with their complete satisfaction. So when you kick off a project, make sure to ask questions but also listen because the client themselves will tell you what they want, and your job would be to fulfil those needs in the stipulated timeline and budget.

Cela n'est plus aussi simple aujourd'hui. Il est primordial d’admettre que plus aucune décision n’est figée lors de la mise en œuvre d'un projet. Cela implique une prise de conscience et une acceptation de certaines contradictions : définir une vision unique qui fédère et permet à chacun d’avancer dans une même direction, et opposer à cela une possible remise en cause rapide de ces décisions pour rebondir. Comme un antagonisme d’intérêts qui pousse chacun à adopter une posture entre enthousiasme et détachement. On peut dire qu’une attitude prédictive est rassurante mais n’est plus compatible avec l’environnement actuel. Il faut par conséquent accepter et intégrer l’incertitude dans la définition de la portée d'un projet !

It is important though to remember that the methodology chosen is understood by client stakeholders and teams so that program dashboard reporting is articulated to be understood. Different client organizations favor one methodology over another purely due to business complexity and demands and needs of the business and IT organizations. Mythologies like Agile have a uncalled rule of frequent stakeholder involvement so consensus is a must.

Project management consolidates all resources toward meeting an objective. Some, but NOT all of these objectives have the end user in mind to better their experiences while using the products/services, and because project management brings together everyone including the customer-facing or customer experience team. This team has great insight into the customer's needs and therefore is incorporated into the project.

"Choisir la bonne méthodologie ", c'est aussi être capable d'utiliser les bonnes pratiques de plusieurs méthodologies afin d'avancer en fonction de son niveau de maturité. S'enfermer dans une méthodologie peut être contre productif. La gestion de projets est synonyme de fluctuations, d'ajustements récurrents et d'incertitudes. Il faut appliquer une approche hybride et itérative pour construire une méthodologie adaptée à son contexte.

Quality in many ways today directly relates to business outcomes and value of program. So quality should be extended beyond defect status and showcase scenarios of the outcome we expect for IT and hence business to deliver. The key is to tie MVP to business outcomes and results. A defect discovered can signify the loss of dollars if missed during the first few cycles of quality validation

La qualité des résultats d'un projet est l'un des facteurs les plus importants seulement si cette qualité est corrélée à la valeur ajoutée produite. On peut produire un résultat de qualité mais ne pas avoir répondu aux attentes de notre client... D'où l'importance de bien définir ce que l'on entend par qualité.

Efficient communication is of paramount importance in customer service. It serves as the company's primary interface with both the business and its customers. Building trust and rapport with customers hinges on effective communication. It's essential to not only provide clear and helpful information but also ensure that any promised updates are delivered as committed. This commitment to effective communication not only addresses current needs but also lays the foundation for strong, enduring customer relationships.

Effective communication would mean a single truth on the status of the program and common communication tool setup for consistent updates as needed.

Feedback during a project is the compass that guides you to success, the sentinel against errors, and the fuel for innovation. It's an effective tool for ensuring quality, and exceeding customer expectations. Don't navigate the project without it; embrace feedback, and watch your journey become a triumphant voyage.