4. The Wheel
of Quality >
Customer
Categories Customer can be categorized as
below.
External Internal Hidden
Projects have more than one
customer.
5. Customer
Categories >
External
Customers
External customers
are entities outside
the performing
organization.
Client is the most
obvious external
customer. He/She pays
the bills for the
product/service.
Suppliers are also
external customers who
provide product and
services to support
project delivery.
6. Customer Categories > Internal Customers
A project is accomplished by different
entities of the performing organization.
These entities serve as supplier or
customer to each other.
7. Customer Categories > Hidden Customers
These entities do not directly participate in
the project.
They have interest and possess the ability to
influence the project outcome.
8. Role of Each
Customer Category
1. Provide Needs and Requirements—Customers are important
because they are the source of requirements that are the
foundation for the project.
2. Define Performance—Beyond requirements, customers describe
“how well” a product should perform. They provide measurable
targets.
3. Evaluate Products—Customers will accept or reject products based
on the degree to which the products meet their expectations.
4. Provide Feedback—Customers will comment, complain,
recommend, or purchase a product again.
12. Project Managers and Process Variation
Project managers should frequently
monitor process results.
Notice for variations.
Identify common and special
causes.
Take necessary corrective and
preventive actions.
