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"Managing Stakeholders’ Expectations in Software Development Projects"

Bayram Annakov,
EPAM Systems

Áàéðàì Àííàêîâ,
EPAM Systems

Keywords:
Managing Expectations, Customer Satisfaction, Customer Expectations

Abstract
The issue of managing stakeholders’ expectations is one of the key factors of software project success. While some authors focus on managing expectations on a particular phase of software project (pre-sale or requirements analysis), others report that the biggest issue is communication management. This paper considers the systems approach on analyzing the process of managing expectations throughout project lifecycle. First part of this article deals with the definition of customer satisfaction as a goal of managing expectations process. Given the definition, author covers key aspects of managing expectations, which are: critical success factors, project impact, expectations about product, and expectations about process. Further, author outlines three issues to focus on when managing expectations: communication, information gathering and policies & practices. A set of guidelines is provided for dealing with each of above mentioned issues on each stage of software project lifecycle. In conclusion, a set of practical guidelines on how to transform ideas covered in previous articles into action is described. An algorithm of implementing the process of managing expectations is presented and illustrated by a set of real examples. References [1] Naomi Karten, “Managing Expectations”, Dorset House Publishing, 1994 [2] Jeffrey K. Pinto, Pekka Rouhiainen, “Building Customer-Based Project Organizations”, John Whiley & Sons, 2001 [3] Gregory M. Horine, “Absolute Beginner’s Guide to Project Management”, Que Publishing, 2005 [4] Fergus O’Connell, “How to Run Successful Projects III: The Silver Bullet”, Addison Wesley Professional, 2001 [5] Steve McConnell, “Software Project Survival Guide”, Microsoft Press, 1997 [6] Scott Berkun, “The Art of Project Management”, O’Reilly, 2005


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