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Customers’ Perception of Delivery Quality in Software Projects

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Jaap van Ekris
Jaap van Ekris

Customer retention is vital for the survival of software development organizations, especially under current economic trend of global outsourcing. We show that the traditional definition of project success has a blind spot to aspects are extremely relevant for customer retention.

Business
1 of 18
Customers’ Perception of delivery Quality IASTED SE 2008, Innsbruck Jaap van Ekris, Senior Consultant [email_address]
The current state of affairs ,[object Object],[object Object],[object Object]
Retaining customers is a hard job
A lot of effort goes into improvement
Main focus of these improvement models...
The product on time on budget doesn’t suffice... ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Or more close to the industry ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
A hierarchic model for customer satisfaction Delivery Quality Product Quality Functionality
Delivery quality? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
An exceptional case ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Method of investigation ,[object Object],[object Object],[object Object],[object Object],[object Object]
Finding: A technically an exemplary project ,[object Object],[object Object],[object Object],[object Object]
Finding: Delivery Quality fell short ,[object Object],[object Object],[object Object],[object Object],[object Object]
Finding: Customer retention is null ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Findings: Critical incidents identified ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Findings: Suggestions for improvement 1 More thorough review process 1 Be an overall responsible contractor 1 Responsiveness 3 Knowledgeable acting 3 Empathic behavior Suggested area of improvement 3rd 2nd 1st Priority of Improvement
Results from the case ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Conclusions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Customers’ Perception of Delivery Quality in Software Projects

  • 1. Customers’ Perception of delivery Quality IASTED SE 2008, Innsbruck Jaap van Ekris, Senior Consultant [email_address]
  • 2.
  • 4. A lot of effort goes into improvement
  • 5. Main focus of these improvement models...
  • 6.
  • 7.
  • 8. A hierarchic model for customer satisfaction Delivery Quality Product Quality Functionality
  • 9.
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16. Findings: Suggestions for improvement 1 More thorough review process 1 Be an overall responsible contractor 1 Responsiveness 3 Knowledgeable acting 3 Empathic behavior Suggested area of improvement 3rd 2nd 1st Priority of Improvement
  • 17.
  • 18.

Editor's Notes

  1. Met name de laatste was een verrassing: medewerkers associeerden de kwaliteit van de spelling (iets dat ze wel konden meten) met de inhoudelijke kwaliteit van het document!