Selecting Success Criteria for Customer Solution Projects

Abstract

Project firms are increasingly integrating tangible products and intangible services when building customer solutions aiming to increase firms' competitiveness. On the other hand, the efficient customer solutions increase firms' competitiveness only when the solution projects can utilize all of its performance potential. Efficient integration requires both the product and service oriented multi-dimensional success criteria and the context-specific performance measures. The purpose of this paper is to evaluate the project professional's ability to create and prioritize the multidimensional success criteria for the customer solution projects. The results indicate that the project professionals are capable of prioritizing the success criteria for the customer solution projects. Conversely, the critical customer specific success criteria are not effectively used in the customer solution projects.