Towards a contingent approach of customer involvement in defence projects: An exploratory study

• Published in: International journal of project management 2012-04, Vol.30 (3), p.317-328
• Main Authors: Peled, Michael, Dvir, Dov
• Format: Article
• Language: English
• Subjects: Adaptation; Contingency; Continuums; Cost effectiveness; Customer involvement; Customer services; Defence projects; Defense industry; Design engineering; Guidelines; Management theory; Project management; Projects success factors; Studies
• ISSN: 0263-7863; 1873-4634
• DOI: 10.1016/j.ijproman.2011.08.001

This paper reports the main results of an exploratory, multiple case study investigating customer involvement practices in system development projects in the Israeli defence industry. The study proposes and examines a theoretical contingency model regarding the effect of customer involvement modes on project success, moderated by project characteristics. It focuses specifically on the working mode of customers' representatives along the continuum between external supervision to full participation in project activities. The study results support previous research findings concerning customer involvement in projects, adding insights regarding the benefits and drawbacks of the participative “design with” and “design by” involvement styles over the conservative “design for” approach; and the fit of customer involvement modes and customer project team characteristics to different projects. The study aims at deriving managerial guidelines for the adaptation of customer involvement to project characteristics, improving the involvement cost effectiveness and project success. ► Case study results on customer involvement practices in defence development projects. ► A model for the effect of customer involvement on project success is offered. ► Benefits and drawbacks of “design with” and “design by” styles are presented..