The success of a project is not only determined by the implementation phase, but by how well sales promises, customer expectations and the day-to-day running of the project are interlinked. This requires not only good project management, but also decisive people and interaction management – in other words, an effective project culture.
Text and pictures Kulmia Oy
The challenges are often familiar: expectations are unclear, information does not flow seamlessly from sales to project and the customer experience leaves much to be desired. Often it is not a single mistake, but a lack of day-to-day cooperation.
Success comes from leadership, trust and everyday actions
The first and crucial step is to understand how the customer defines success. Simply meeting the schedule or technical quality is not enough if the project does not meet the customer’s real expectations. When the project team recognises the customer’s perspective and acts accordingly, the basis for real value is created – and the opportunity to exceed expectations.
Quality implementation requires active interaction, constant sharing of information and courageous feedback in both directions. These help build the trust that is the foundation of successful collaboration and customer experience. Trust does not happen by itself, but is built consciously through leadership, communication and everyday actions.
Genuine change in the day-to-day running of projects often requires a change in mindset and ways of working. New practices only take root if they are practised together and developed through feedback. Working together creates ownership and a strong project culture also allows a project to be even more profitable than it was originally sold.
Check out PRY’s new Winning Sales and Project Culture theme group, where sales promises and everyday project life are built into a seamless whole. Find out more on the PRY website.
