Page 398 - Global Project Management Handbook

The customer-oriented early warning indicators are increasing in significance. In many organizations, quality awareness is already linked to customer requirements. The finance-oriented indicators are generally taken over from accounting. These indicators are “hard indicators” and evaluate the pr

Marketing Sales Marketing Marketing Sales Controlling Controlling Project management office Controlling Controlling

Evaluation of customer satisfaction survey Customer releationship management Market analysis Evaluation of customer satisfaction survey Customer releationship management Electronic data warehouse Electronic data warehouse Electronic data warehouse Electronic data warehouse Electronic dat

Customer Perspective Finance Perspective

Customer satisfaction survey Rate of repeat contracts Turnover/turnover by market Customer satisfaction survey Number of new customers Sum of all project costs Earnings before interest and tax (EBIT) Planned budget/actual budget Risk/turnover Net turnover

Customer satisfaction Customer loyalty Market share in project business Image as project- oriented organization Customer acquisition Project portfolio costs Project portfolio results Project portfolio budget Project portfolio risk Project portfolio turnover increase

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