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Delivering Better Outcomes Through Customer-Led Project Management: The Case of the Major Project BT 21st Century Network in the UK

In: Problem Structuring Approaches for the Management of Projects

Author

Listed:
  • Carlos Sato

    (University of Sussex)

Abstract

Traditional approaches of major project management take the strategy of selecting a supplier-led prime/systems integrator. Although this strategy pushes a significant amount of risk to the supplier, project performance may suffer due to lower engagement of the customer in the anticipation of potential issues involving a major project. Thus, this research investigates the implications of the customer, as opposed to a selected external supplier, assuming the role of systems/prime integrator, as a problem structuring method (PSM) to better deal with the soft side and uncertainties of the project. A case study approach is conducted on the major project British telecom (BT) 21st century network (BT21CN) to demonstrate that customer-led systems integration projects may provide more balance in the relationship and distribution of risks between supplier and customer, having a positive impact on project performance, accelerating the development of BT’s organisational capabilities, and producing better project outcomes in the long term.

Suggested Citation

  • Carlos Sato, 2019. "Delivering Better Outcomes Through Customer-Led Project Management: The Case of the Major Project BT 21st Century Network in the UK," Springer Books, in: Gary Bell & Rosane Pagano & Jon Warwick & Carlos Sato (ed.), Problem Structuring Approaches for the Management of Projects, chapter 5, pages 117-159, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-93263-7_5
    DOI: 10.1007/978-3-319-93263-7_5
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