Measuring the Customer Outcome of Projects
Earl G. Rowe, Project Manager, Jamaica
The traditional measure of a project's successful completion is based on the so called 'iron triangle
', which is defined by the cost-time-requirement
construct. That is where the project resources are effectively and efficiently managed to meet the baseline requirements within cost and time.
Recently, customer satisfaction
has been included. However, the flip-side is that some customers define success as the ability of the project to simply meet the strategic business needs of the organization. They regard whether or not it overshoots the implementation budget-time-requirement baseline irrelevant.