Successfully Managing Customer Expectations

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Successfully Managing Customer Expectations
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Change is expected to occur during the life of
any project, but this change must be controlled
and managed if the project is to be considered
successful.
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Why Manage Customers Project Expectations?

• To ensure customer satisfaction
• Activities are occurring as expected
• Deliverables meet expectations
• Deliverable are received when expected
• Anticipated value is received
• Make good decisions

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What is Project Change Management

• Document the change being requested
• Determine the impact of the change
• Approval of the change and its impact
• Update necessary project documents
• Helps provide a truer picture of the project

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When should Project Change Management be
Performed?

• Scope changes
• Revised requirements
• Schedule changes
• Change in project resources
• Change in the project budget
• Any change to the project

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AIS PMST Project Change Management
Processhttp//pmst.ais.msu.edu

• Project Information

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AIS PMST Project Change Management Process

• Change Request Information

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AIS PMST Project Change Management Process

• Change Evaluation

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AIS PMST Project Change Management Process

• Impact Assessment

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AIS PMST Project Change Management Process

• Approvals

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Project Change Management Summary
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AIS PMST Project Change Management Process

• Update the project documents
• Project Plans
• Project Schedule
• Risk Management
• Resource Plans
• Requirements documents
• Test Plans

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Loss of Resource
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Addition to Scope
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Project Change Management Summary
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Questions