Customer involvement is often an undermined and over-simplified activity in projects. This module gives an insight into how to plan for and execute in such a way to maximise the benefit and not overuse time and resources required.
- Objectives/Key learning points
- Understand why customer involvement is important in projects and when to involve them
- Understand typical barriers for involving customers
- Why do we want to have a specific type of involvement with customers rather than just going through a list of questions?
- Understanding of the key steps required to plan and execute successful customer involvement
- Define who is responsible for customer involvement
- Prescribe how to plan customer involvement
- Teaching methodology
- Short introductory training (~1 day) followed by case studies and discussion
- Implementation methodology
- Have output from the VOC (G.1.12) as a foundation for the Customer Involvement – real customer project
- Confirm which issues to clarify with each customer
- Define key questions to be addressed through customer involvement
- Define exercises and ensure customers readiness to participate
- Plan the visits and execute the involvement
- Based on feedback update internal knowledge about the customer requirements