Book Chapter - Customer-led PM v1.2 (1).pdf (366.61 kB)
Delivering better outcomes through customer-led project management: the case of the major project BT 21st Century Network in the UK
Traditional approaches of major project management take the strategy of selecting a supplier-led prime/systems integrator. Although this strategy pushes a significant amount of risk to the supplier, project performance may suffer due to lower engagement of the customer in the anticipation of potential issues involving a major project. Thus, this research investigates the implications of the customer, as opposed to a selected external supplier, assuming the role of systems/prime integrator, as a Problem Structuring Method (PSM) to better deal with the soft side and uncertainties of the project. A case study approach is conducted on the major project BT 21st Century Network (BT21CN) to demonstrate that customer-led systems integration projects may provide more balance in the relationship and distribution of risks between supplier and customer, having a positive impact on project performance, accelerating the development of BT’s organisational capabilities, and producing better project outcomes in the long term.
History
Publication status
- Published
File Version
- Accepted version
Publisher
Springer NatureExternal DOI
Book title
Problem structuring approaches for the management of projects: demonstrating successful practicesPlace of publication
ChamISBN
9783319932637Department affiliated with
- SPRU - Science Policy Research Unit Publications
Full text available
- Yes
Peer reviewed?
- No
Editors
Jon Warwick, Rosane Pagano, Carlos Sato, Gary BellLegacy Posted Date
2018-05-29First Open Access (FOA) Date
2020-08-21First Compliant Deposit (FCD) Date
2018-05-29Usage metrics
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