2.4 Customer管理

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Traditional

• Customer Size: >250 participants (customers and team)
  • Greater than Dunbar's Number
  • Many different groups and sets of concerns
• Customer Communication: Formalized
  • Large Facilitated Meetings (Public Meetings or Hearings)
  • Large Surveys and Teams of Interviews
  • Representatives are sent (such as in government) to represent large stakeholder groups
  • Change Control Boards ensure all stakeholder (groups) are heard
• Payment Methods
  • Almost always Firm-Fixed Price (cannot change the price)
  • Requires custom quotes because of the size and complexity
  • This involves complex parametric estimation

Agile

• Customer Size: Up to 250 participants (customers and team)
  • Department user groups
  • Clear Market Segments
• Customer Communication
  • Customers are on the team
  • Customers engage in ceremonies and provide immediate feedback
  • No delays, and often just one representative can suffice for decisions
  • Sometimes working groups help to coordinate across functional concerns
• Payment Methods
  • Time and Materials (T&M) to scale resources for fixed periods of time
  • Retail Purchase (Paid), where a fixed price and targeted units sold ensure profits

Lean

• Customer Size: 10 people or less (customers and team)
  • Single user who needs support
  • One product group that needs new technology
  • One owner or a small group that needs expert advice
• Customer Communication
  • On-Call support (customer calls the vendor)
  • Ticketing systems (customer logs an issue)
  • Communication is then one-on-one with issue holder
• Payment Methods
  • Cost-Plus contracts (guaranteed profit plus any expenses)
  • Subscription (SLA) or Fixed Fee

These references have great insight into managing customers:

Traditional Stakeholder Management: https://www.pmi.org/learning/library/improve-stakeholder-management-9901

• Discusses the key steps in traditional stakeholder management
• Emphasizes building the "guiding coalition" that can manage change to otherwise fixed scope for success

Agile Stakeholder Management: https://www.scrum.org/resources/blog/10-tips-product-owners-stakeholder-management

• Hard hitting recommendations on Agile stakeholder management
• Takes the perspective of a Product Owner in a product-based business, but lessons are broadly applicable

Lean Stakeholder Management: https://www.simplilearn.com/itil-malc-communication-and-stakeholder-management-tutorial-video

• Lean is at the center of the ITIL framework, where service is matched to need (just enough!)
• The organization is mapped and messages are refined and improved over time
• Here's a great tool for mapping stakeholder influence and planning a lean response: https://www.leanmethods.com/resources/tools-templates/stakeholder-management/
• Note that ITIL embodies many lean principles, but adds layers of management that many consider more Traditional, and is very IT-focused: https://www.axelos.com/best-practice-solutions/itil/what-is-itil