April 1999
PM217: PROJECT MANAGEMENT

QUESTION 4

Total Marks: 20 Marks

 Click here to access other questions

Click to access
SAMPLE STUDENT'S SOLUTIONS
for Question 4

 
Customer satisfaction is an integral consideration for any project manager. In addition, it is frequently commented that customer satisfaction does not happen by accident - it is the result of planned, and conscientious action taken to ensure that we change the way we approach our work.

Based on your understanding of customers, and effective communication with customers, write a short report on customer satisfaction. Ensure in your report that you discuss the following aspects in your report:

  • Why satisfying customers is inherently difficult.
  • What some customer expectations of us are.
  • The qualities of individual that will make certain that good communication with our customers exist.
  • Organisational-wide approaches that can be adopted to encourage a customer-orientation.
  • How difficult customers can be handled.

You should give equal weight to all five parts of your discussion. Ensure that each part of your report is well-elaborated and the use of relevant examples will gain extra credit. Each part of your report should include a detailed discussion of at least two key points.

 

 [20]