Traditional approaches of major project management take the strategy of selecting a supplier-led prime/systems integrator. Although this strategy pushes a significant amount of risk to the supplier, project performance may suffer due to lower engagement of the customer in the anticipation of potential issues involving a major project. Thus, this research investigates the implications of the customer, as opposed to a selected external supplier, assuming the role of systems/prime integrator, as a problem structuring method (PSM) to better deal with the soft side and uncertainties of the project. A case study approach is conducted on the major project British telecom (BT) 21st century network (BT21CN) to demonstrate that customer-led systems integration projects may provide more balance in the relationship and distribution of risks between supplier and customer, having a positive impact on project performance, accelerating the development of BT’s organisational capabilities, and producing better project outcomes in the long term.
CITATION STYLE
Sato, C. (2019). Delivering Better Outcomes Through Customer-Led Project Management: The Case of the Major Project BT 21st Century Network in the UK. In Problem Structuring Approaches for the Management of Projects (pp. 117–159). Springer International Publishing. https://doi.org/10.1007/978-3-319-93263-7_5
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