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Examining customer focus in IT project management: findings from Irish and Norwegian case studies

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Show simple item record Lohan, Garry Conboy, Kieran Lang, Michael 2013-02-28T16:16:36Z 2013-02-28T16:16:36Z 2011
dc.description peer-reviewed en_US
dc.description.abstract While an acute, continuous focus on customer needs is often cited as a key benefit of agile approaches, very little research has examined the customer focus construct in an agile project environment, or looked at the implications or recommendations for project managers. We draw on contemporary theories on customer focus to develop a framework for understanding customer focus in an agile project management context. This framework is applied to cases in Ireland and Norway and the results suggest that while agile approaches appear to increase customer focus, this is by no means guaranteed. In fact there may be significant challenges and problems for project managers to overcome. For example, new communication issues with customer proxies may impair understanding of customer needs and requirements. The project manager needs to consider the identity, location, perceived personality of the customer, and the team’s prior experience with the customer, all of which this research shows can affect the customer focus of the agile team. From this research, a new, empirically validated agile development customer focus framework is presented, providing project managers with a set of factors to be considered in becoming a truly customer focused agile IT project team en_US
dc.language.iso eng en_US
dc.publisher IRIS Association en_US
dc.relation.ispartofseries Scandinavian Journal of Information Systems;23(2), pp. 29-58
dc.subject customer needs en_US
dc.subject IT project en_US
dc.subject Ireland en_US
dc.subject Norway en_US
dc.title Examining customer focus in IT project management: findings from Irish and Norwegian case studies en_US
dc.type info:eu-repo/semantics/article en_US
dc.type.supercollection all_ul_research en_US
dc.type.supercollection ul_published_reviewed en_US
dc.contributor.sponsor SFI en_US
dc.relation.projectid 10/CE/I1855 en_US
dc.rights.accessrights info:eu-repo/semantics/openAccess en_US

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