Developing IT project management model which affects customer satisfaction case study of government ICT centre Valtori

Tämän tutkimuksen tarkoituksena on selvittää tekijöitä jotka johtavat asiakastyytyväisyyteen projektinhallinnassa ja joiden avulla asiakastyytyväisyyttä voidaan arvioida. Tavallisesti asiakastyytyväisyys on nähty osana projektien onnistumista projektin tuotteen osana. Projektin onnistumisen määrittä...

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Päätekijä: Keränen, Joni
Muut tekijät: Informaatioteknologian tiedekunta, Faculty of Information Technology, Informaatioteknologia, Information Technology, Jyväskylän yliopisto, University of Jyväskylä
Aineistotyyppi: Pro gradu
Kieli:eng
Julkaistu: 2022
Aiheet:
Linkit: https://jyx.jyu.fi/handle/123456789/84313
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author Keränen, Joni
author2 Informaatioteknologian tiedekunta Faculty of Information Technology Informaatioteknologia Information Technology Jyväskylän yliopisto University of Jyväskylä
author_facet Keränen, Joni Informaatioteknologian tiedekunta Faculty of Information Technology Informaatioteknologia Information Technology Jyväskylän yliopisto University of Jyväskylä Keränen, Joni Informaatioteknologian tiedekunta Faculty of Information Technology Informaatioteknologia Information Technology Jyväskylän yliopisto University of Jyväskylä
author_sort Keränen, Joni
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description Tämän tutkimuksen tarkoituksena on selvittää tekijöitä jotka johtavat asiakastyytyväisyyteen projektinhallinnassa ja joiden avulla asiakastyytyväisyyttä voidaan arvioida. Tavallisesti asiakastyytyväisyys on nähty osana projektien onnistumista projektin tuotteen osana. Projektin onnistumisen määrittäminen on haasteellinen termi määritellä, mikä tekee aiheen tutkimuksesta arvokkaan. Tämä tutkielma sisältää kirjallisuuskatsauksen aiheesta sekä tapaustutkimus kohdeorganisaatiossa Valtion tieto- ja viestintätekniikkakeskuksessa Valtorissa. Tutkimuksia julkisella sektorilla ei ole saatavilla runsaasti, mikä tekee tutkimuksesta tarpeellisen. Kirjallisuuskatsauksesta ja tapaustutkimuksesta saatiin tietoa 14:stä eri-laisesta tekijästä asiakastyytyväisyyteen ja niiden sovellettavuutta arvioitiin kohdeorganisaatiolle. Useat tekijöistä ovat organisaation saavutettavissa, mutta tulokset osoittavat että ne tekijät, jotka saavutettaisiin agiilien metodien avulla ovat saavuttamattomissa. Tämä tutkimus esittää, että agiilit tai hybridi metodit voivat johtaa asiakastyytyväisyyteen IT-projekteissa. Näiden metodien toteuttettavuus julkisen sektorin organisaatiossa vaatii kuitenkin lisää tutkimusta jotta niiden käytännöllisyyttä voidaan arvioida. The purpose of this thesis is to identify factors leading to customer satisfaction in project management and how customer satisfaction can be evaluated. Conventionally customer satisfaction in projects has been defined as a part of project success with project deliverables. Project success itself has been a challenging concept to determine which makes the research on it valuable. The study contains a literature review on the subject and empirical research on the target organization government ICT centre Valtori. Research on customer satisfaction in the public sector is limited, which makes the research on it needed. From the literature and the case study results 14 different factors for customer satisfaction were determined and analyzed for their applicability for the target organization. There were several factors found to be achievable for the organization, but the results suggest that factors that are achieved via agile methods are currently unfeasible for the company. This study suggests that using agile or hybrid methods could lead to customer satisfaction in IT-projects. The feasibility of such methods in public organization should be tested further for concrete measures on practicality.
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spellingShingle Keränen, Joni Developing IT project management model which affects customer satisfaction : case study of government ICT centre Valtori project success project life cycle hybrid methods Tietojärjestelmätiede Information Systems Science 601 asiakastyytyväisyys projektit projektijohtaminen laadunhallinta johtaminen ketterät menetelmät projektinhallinta organisaatiot kehittäminen customer satisfaction projects project leadership quality management leadership (activity) agile methods project management organisations (systems) development (active)
title Developing IT project management model which affects customer satisfaction : case study of government ICT centre Valtori
title_full Developing IT project management model which affects customer satisfaction : case study of government ICT centre Valtori
title_fullStr Developing IT project management model which affects customer satisfaction : case study of government ICT centre Valtori Developing IT project management model which affects customer satisfaction : case study of government ICT centre Valtori
title_full_unstemmed Developing IT project management model which affects customer satisfaction : case study of government ICT centre Valtori Developing IT project management model which affects customer satisfaction : case study of government ICT centre Valtori
title_short Developing IT project management model which affects customer satisfaction
title_sort developing it project management model which affects customer satisfaction case study of government ict centre valtori
title_sub case study of government ICT centre Valtori
title_txtP Developing IT project management model which affects customer satisfaction : case study of government ICT centre Valtori
topic project success project life cycle hybrid methods Tietojärjestelmätiede Information Systems Science 601 asiakastyytyväisyys projektit projektijohtaminen laadunhallinta johtaminen ketterät menetelmät projektinhallinta organisaatiot kehittäminen customer satisfaction projects project leadership quality management leadership (activity) agile methods project management organisations (systems) development (active)
topic_facet 601 Information Systems Science Tietojärjestelmätiede agile methods asiakastyytyväisyys customer satisfaction development (active) hybrid methods johtaminen kehittäminen ketterät menetelmät laadunhallinta leadership (activity) organisaatiot organisations (systems) project leadership project life cycle project management project success projects projektijohtaminen projektinhallinta projektit quality management
url https://jyx.jyu.fi/handle/123456789/84313 http://www.urn.fi/URN:NBN:fi:jyu-202212135570
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