Costomer focus in the project communications management (on the example of house building)
DOI:
https://doi.org/10.15587/1729-4061.2014.28032Keywords:
managing expectations, stakeholders, beneficiaries, communications, building projectAbstract
Current researches on forming high-quality living space in the context of the anthropocentric concept of building were analyzed. Peculiarities of communications management in housing projects were described. A communicative model for housing project management was outlined. Information model of housing project management by structural decompositions of subjects, objects and processes was presented. A comparative analysis of the structure of the processes of field of knowledge “Project communications management”, presented in the fourth and fifth editions of PMBOK was performed. A model of the process of “Identifying project stakeholders” for housing projects with specifying “source information”, “tools and techniques”, “final information” was developed. The basic model of a matrix of needs to work with beneficiaries-residents was improved. It was proved that customer-focused strategy in housing projects can be realized by decomposition of structural models of the process of “Managing stakeholders' expectations”. Tools for improving communications among the builder, designer, contractor and "active residents" was proposed.
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