Delivering better outcomes through customer-led project management: the case of the major project BT 21st Century Network in the UK

Sato, Carlos (2018) Delivering better outcomes through customer-led project management: the case of the major project BT 21st Century Network in the UK. In: Bell, Gary, Pagano, Rosane, Warwick, Jon and Sato, Carlos (eds.) Problem structuring approaches for the management of projects: demonstrating successful practices. Springer Nature, Cham. ISBN 9783319932637

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Abstract

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.

Item Type: Book Section
Keywords: Customer-Led Systems Integration Projects; Major Projects; Problem Structuring Methods (PSM); Organisational Capabilities; Project Outcome; BT 21st Century Network (BT21CN)
Schools and Departments: School of Business, Management and Economics > SPRU - Science Policy Research Unit
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: Carlos Sato
Date Deposited: 29 May 2018 14:09
Last Modified: 24 Oct 2018 15:04
URI: http://sro.sussex.ac.uk/id/eprint/76142

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