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    Managing customer expectations in information system projects

    Access Status
    Fulltext not available
    Authors
    Baccarini, David
    Coleman, A.
    Date
    2004
    Type
    Conference Paper
    
    Metadata
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    Citation
    Baccarini, David and Coleman, Amanda. 2004. : Managing customer expectations in information system projects, 5th International We-B Conference, 25-26 Nov 2004. Perth, Western Australia: Edith Cowan University.
    Source Title
    5th International We-B Conference 2004 - Conference Proceedings
    Source Conference
    5th International We-B Conference
    Faculty
    Division of Humanities
    Faculty of Built Environment, Art and Design (BEAD)
    Department of Construction Management
    URI
    http://hdl.handle.net/20.500.11937/40373
    Collection
    • Curtin Research Publications
    Abstract

    Success in information system [IS] projects is increasingly being defined in terms of how well customer expectations are satisfied. Twenty-one IS project managers from private organisations in Perth Western Australia were interviewed about the process of managing customer expectations. It was found that project managers should focus on the gap in expectations between the desired project outcomes as described by the customer and the outcomes as perceived by the project team. Furthermore, expectations must be managed early in the project particularly in building realistic expectations. Effective communication was found to be the critical strategy for successfully managing customer expectations in IS projects.

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