Customer Maturity Analysis Tool: A case study in designing a Customer MaturityAnalysis Tool
Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
The IT consultancy industry is characterized by knowledge intensive implementationprojects related to varying levels of standardized information system software. When faced with a large implementation project at a previously unknown customer various assessmentsis usually conducted to identify the level of fit between the software and organizationin order to plan and structure the implementation process. However, there are several aspects of the customer organization that potentially can affect the end result as well as the implementation process that is unrelated to the fit between the software and the implementation organization as well as the potency of the implementation method. By conducting measurements of these maturity factors within the customer organization the implementing procedure can be modified based on the customer maturity level in order to become more aligned with the capabilities present in the customer organization.
Research question: Which aspects need to be covered by a Customer Maturity Analysis Tool (CMAT) in order to evaluate the pre implementation maturity for potential customersof our case company and how should these aspects be organized and measured? The first task of the research process was to create an underlying model of maturity perspectives and aspects to structure the literature review as well as the empirical data collection. It was decided to adhere to a deductive approach where the theoretical model would be validated and if necessary modified in accordance to feedback from potential users of the CMAT within the case company. This procedure was repeated in the creation of measurements and maturity levels for the aspects to be used in the tool. The research process would therefore transition from a general model based on literature review, through a iterative feedback loop to a final model tailored to the specific requirementsof the case company. The final CMAT ended up containing four main perspectives of customer maturity; ITi nfrastructure, Culture, Process and Business Governance. These four perspectives were in turn divided into subgroups in order to be able to aggregate and compare differentaspects of the perspectives with each other.
Place, publisher, year, edition, pages
2010. , 113 p.
Customer maturity analysis, customer maturity, process maturity, IT maturity
Other Computer and Information Science
IdentifiersURN: urn:nbn:se:hj:diva-14799OAI: oai:DiVA.org:hj-14799DiVA: diva2:406592
UppsokSocial and Behavioural Science, Law