The Complete Project Management Office Handbook, Second Edition (ESI International Project Management Series)

The business nature of this PMO function precludes the smaller PMO from many of the more comprehensive prescribed activities. However, there are a few points on which the smaller PMO can focus to assist the relevant organization in achieving customer satisfaction through efforts pursued within the project management environment:

• Identify the customer: Research and compile business, project experience, and any other historical information about the customer, and share that in a timely manner with the project manager. Examine each customer's business nuances, determine customer expectations in given circumstances, and identify allies among customer stakeholders.

• Facilitate customer involvement: Collaborate with project managers to identify areas where customer participation in project management and technical activities can be encouraged and mutually beneficial. Incorporate standard customer-participation points into existing processes or into the project management methodology for use across all projects.

• Recommend executive participation: Examine the nature of the customer project and its business value to the relevant organization. If warranted, induce executives and senior managers to demonstrate their interest in the customer's business by participating in critical meetings and project activities, particularly those at which customer executives and senior managers are also slated to be present.

• Informally evaluate customer satisfaction: The vantage point of the PMO will likely produce contact with project managers, members of the project team, and some customer representatives. Use these contact opportunities to obtain general insights into customer satisfaction. Use this approach across all current projects to gain an overview perspective of any particular strengths or weaknesses in customer relationship management within the relevant organization.

• Formally evaluate customer satisfaction: Develop or influence the development and use of at least one significant survey instrument to measure customer satisfaction with the project effort. The administration of a sole measurement would normally be a project close out activity, and that can be incorporated into the project management methodology. Access and examine customer satisfaction survey results from all projects to identify significant points that warrant improvement in customer relationship practices pursued within the project management environment.

The primary consideration for the smaller PMO is to ensure that project management practices contribute to the customer relationship component of business conducted within the relevant organization.