Customer satisfaction in project management is all about understanding, evaluating and managing customer requirements so that their prospects are satisfied. To achieve customer satisfaction the project management team has to conform to the project requirements to ensure that the project produces the desired output. Also, customer satisfaction certifies policies, objectives, and responsibilities of the project will satisfy all stakeholders ( Kerzner, 2005).
The successful strategic management of the project lies on an institution's understanding that a practical plan is only useful as its capacity to satisfy customer's expectations and requirements. Recently, there is increased competition in the market; successful firms are those who have a collaborative relationship with their clients with a desire to offer exceptional services.
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Customer satisfaction is an integral part in project management, careful assessment of the project requirements and inspection of the project in all phases enables organizations to minimize errors in the plans thus reducing the overall cost of correcting the identified mistakes before completion of the project. For instance, the HealthCare.gov did not factor what the user knows, and the initial process of accessing arcane functions thus the complexity of the project led to numerous mistakes which resulted in its failure (Thompson, 2018)
Management responsibility plays a crucial role in achieving customer satisfaction in project management. The success of any project requires the participation of all parties and provision of resources needed for successful implantation of the project. In the case of HealhCare.gov, there seem to have great infightings within CMS also government officials appear to have concealed from each other crucial information regarding the project this affected implementation of specific features in the project thus numerous mistakes on completion of the project.
For successful design, implementation, and integration of the project, requirements analysis is done intensively to eliminate unrealistic requirements and complexity experienced due to poor project analysis. Also, proper management responsibility and availability of strong project metrics could have enabled successful completion and integration of HealthCare.gov project ( Kerzner, 2005).
References
Kerzner, H. (2005). Using the project management maturity model: strategic planning for project management . John Wiley & Sons.
Thompson, L. (2018). HealthCare.gov diagnosis: The government broke every rule of project management. Forbes. Retrieved from https://www.forbes.com/sites/lorenthompson/2013/12/03/healthcare-gov-diagnosis-the- government-broke-every-rule-of-project-management/#1ee419216b7f
