Framework for evaluation of customer interaction in information solutions development

Matej Štefančič (2016) Framework for evaluation of customer interaction in information solutions development. MSc thesis.

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Abstract

Communication between customer and supplier is one of key success factors for information technology based projects. Main motive for master thesis was to create draft of a framework which helps – especially small enterprises – to evaluate key elements where interactions between customer and supplier occur. Based on literature overview and personal experience framework for evaluation of customer – supplier interaction/communication was laid down. It supports evaluation of elements of communication in two major cases: Evaluation of Development of IT solutions for known customer and Development/implementation of IT based product/solution. In both cases geographical dispersion component is taken into account as it can have significant influence on communication. Elements of communications are being evaluated based on dimensions defined within Theory of diffusion and Kano model. Elements evaluated with the framework are being divided in the following three main groups: “Resistance”, “Skills and techniques in requirements elicitation, presentation and efficient communication” and “Geographical dispersion”. In addition to its structure (dimension and elements), framework also provides rules and recommendations for its use. Case study technique was used to verify framework. It was conducted in a small firm which develops IT based turnkey solutions for known customers. In addition, company also develops and produces IT based solutions (combination of hardware and software) which are being sold worldwide. Framework definition and its application through case study provided me with material to draw conclusions and recommendations. Main conclusions are: knowing elements of communication is prerequisite for improvement of communication; framework for communication analysis is crucial for identification of key elements; even the best analysis is useless if it is not followed with actions/measures to improve key elements of communication. Major drawback of existing framework is its complexity. Therefore recommendations related to simplification of usage of framework have been made. Case study in a selected company showed, that framework efficiently addresses issues related to identification of relevant elements of communication, while their proper analysis is almost impossible without the framework. Based on that company decided to use framework in the future as a standard tool for evaluation of communication with its customers.

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