Succeeding in the Project Management Jungle

CHAPTER 4The Triple Expectations Pyramid and Your Customer

IN ORDER TO ACHIEVE SUCCESS, you as the project manager must scale all three sides of the Triple Expectations Pyramid. Managing stakeholders’ expectations is the first step toward TACTILE Management success, and the most important stakeholder is, of course, the customer. If you can’t manage and meet customer expectations, then, no matter how many hours you work, you’ll never tame the project management jungle.

As I said in Chapter 3, success means not just meeting the technical goals of a project but also finding the intersection where achievement of technical goals meets stakeholder expectations. Among those stakeholders—the customer, your management, and your team—your customer’s expectations ...