Defining a Project Outcome Measurement Approach for CX Design Company
Lehtovaara, Sauli (2018)
Lataukset:
Metropolia Ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201805229614
https://urn.fi/URN:NBN:fi:amk-201805229614
Tiivistelmä
This Thesis focused on defining an approach to measure the outcomes of the case company’s customer projects. Currently the case company is not measuring the outcomes of its projects systematically. Nevertheless, the company is interested in a wider understanding of the more holistic impact of its projects. This it needs among others to enhance reference-based sales & marketing, quality development etc.
The Thesis starts from the analysis of multiple data sources for holistic understanding of the topic. Firstly, key customers were interviewed to establish a customer point-of-view on expectations and outcomes for projects. Secondly, internal stakeholders were interviewed regarding the same topic and what is considered to be successful outcomes for the case company in addition to conducting a company-wide survey. After this analysis, existing knowledge and best practice were reviewed and conceptual framework was constructed for building the proposal. Based on findings from the analysis and conceptual framework, a proposal for the new approach was designed. After validation of this initial proposal, the final proposal was built.
As an output of the Thesis a new approach to measure the outcomes of customer projects was designed for the case company. It consists of a questionnaire for four selected measurement dimensions which are used to evaluate the outcomes of projects. The questionnaire is conducted both at the customer and case company’s project team side to establish a holistic understanding of the results.
The new measurement approach works as a new source of insight for the case company. It will help the company understand the outcomes of its projects systematically and take actions accordingly. It also enables the company to share results effectively inside the company’s organization which was not possible earlier. In the long-term the approach helps the company to improve its operations to produce better customer satisfaction, loyalty and service quality. Proven results help the company in sales situations also.
The Thesis starts from the analysis of multiple data sources for holistic understanding of the topic. Firstly, key customers were interviewed to establish a customer point-of-view on expectations and outcomes for projects. Secondly, internal stakeholders were interviewed regarding the same topic and what is considered to be successful outcomes for the case company in addition to conducting a company-wide survey. After this analysis, existing knowledge and best practice were reviewed and conceptual framework was constructed for building the proposal. Based on findings from the analysis and conceptual framework, a proposal for the new approach was designed. After validation of this initial proposal, the final proposal was built.
As an output of the Thesis a new approach to measure the outcomes of customer projects was designed for the case company. It consists of a questionnaire for four selected measurement dimensions which are used to evaluate the outcomes of projects. The questionnaire is conducted both at the customer and case company’s project team side to establish a holistic understanding of the results.
The new measurement approach works as a new source of insight for the case company. It will help the company understand the outcomes of its projects systematically and take actions accordingly. It also enables the company to share results effectively inside the company’s organization which was not possible earlier. In the long-term the approach helps the company to improve its operations to produce better customer satisfaction, loyalty and service quality. Proven results help the company in sales situations also.