Measuring Project Performance and Customer Satisfaction: in a Multidisciplinary Expert Organization
Rusama, Jenni (2020)
Rusama, Jenni
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202005077739
https://urn.fi/URN:NBN:fi:amk-202005077739
Tiivistelmä
The case company in this thesis has defined in its strategy that its business will grow approximately 100 % during the next 5 years. Several studies and historical data from the company show that it takes at least 10 times as much to gain a new customer as it does to get new orders from existing customers. To be able to meet the strategic goals of the company, with digitalization, sustainability and BIG data in mind, this means that the company’s existing customers need focused attention. The overall target has been set, but without more detailed specifications. For this reason, the objective of this study was to propose new key performance indicators for project managers in the case company.
This thesis was conducted as applied action research. Data was collected through interviews and workshops, as well as analysis of existing documents and the new ERP software. Interviews and a workshop were held with several people in the organization and documented as field notes. These interviews and the workshop provided data for the current state analysis and for building the proposal in co-creation with the case company.
The initial proposal for the new key performance indicators for project managers in the case company includes three different elements. These elements include a customer satisfaction survey, an overall customer satisfaction collection process, and a dashboard for project managers to follow-up customer satisfaction and financial values. The outcome of this thesis seeks to help project managers to conduct a customer satisfaction survey as well as follow-up the customer satisfaction. The company decided to take this new proposed model in use as soon as possible.
This thesis was conducted as applied action research. Data was collected through interviews and workshops, as well as analysis of existing documents and the new ERP software. Interviews and a workshop were held with several people in the organization and documented as field notes. These interviews and the workshop provided data for the current state analysis and for building the proposal in co-creation with the case company.
The initial proposal for the new key performance indicators for project managers in the case company includes three different elements. These elements include a customer satisfaction survey, an overall customer satisfaction collection process, and a dashboard for project managers to follow-up customer satisfaction and financial values. The outcome of this thesis seeks to help project managers to conduct a customer satisfaction survey as well as follow-up the customer satisfaction. The company decided to take this new proposed model in use as soon as possible.