Customer involvement in projects: Adapting the involvement mode to project characteristics

Michael Peled, Dov Dvir

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Customer involvement in large scale, innovative and technologically challenging projects is typically intensive, reaching far beyond the classical customer roles of requirements definition and product verification. The involvement may include active participation of customer personnel in project design and in technical and program management decision making, blurring the line between the producer and the customer. Based on a concept of adapting management practices to project properties, the study proposes a contingency model regarding the effects of customer involvement on project success. A triple-stage research was conducted, combining findings from a qualitative multiple case study of aerospace projects in Israeli government-owned defense Industry; and a quantitative web-based survey of 155 projects. The study results augment the existing body of knowledge by a detailed analysis of customer representatives' involvement modes, focusing on the supervision-participation continuum, and the impact on project success, in various types of projects. The study proposes practical managerial guidelines for customers and producers organizations. The results of improving the way customers are involved in projects may be significant.

Original languageEnglish
Title of host publication2013 Proceedings of PICMET 2013
Subtitle of host publicationTechnology Management in the IT-Driven Services
Pages1774-1784
Number of pages11
StatePublished - 26 Dec 2013
Event2013 Portland International Conference on Management of Engineering and Technology, PICMET 2013 - San Jose, CA, United States
Duration: 28 Jul 20131 Aug 2013

Publication series

Name2013 Proceedings of PICMET 2013: Technology Management in the IT-Driven Services

Conference

Conference2013 Portland International Conference on Management of Engineering and Technology, PICMET 2013
Country/TerritoryUnited States
CitySan Jose, CA
Period28/07/131/08/13

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