Successfully Managing Customer Expectations

1. Successfully Managing Customer Expectations

2. 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.

3. Why Manage Customer’s 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

4. 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

5. 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

6. AIS PMST Project Change Management Processhttp://pmst.ais.msu.edu • Project Information

7. AIS PMST Project Change Management Process • Change Request Information

8. AIS PMST Project Change Management Process • Change Evaluation

9. AIS PMST Project Change Management Process • Impact Assessment

10. AIS PMST Project Change Management Process • Approvals

11. Project Change Management Summary

12. AIS PMST Project Change Management Process • Update the project documents • Project Plans • Project Schedule • Risk Management • Resource Plans • Requirements documents • Test Plans

13. Loss of Resource

17. Addition to Scope

21. Project Change Management Summary

22. Questions