Understanding and Guiding our Internal Customer - T-Mobile Case Study: CuPID
Type
case study
Date Issued
2006-01-01
Author(s)
Ebert, Nico
Research Team
IWI4, IIM
Abstract
The guidance of the internal customer is a major challenge for the IS department of T-Mobile. In order to understand and improve customer guidance, it is necessary to study past IS projects, and analyse good as well as bad practices in guiding the internal IS customers. Learning from these, helps to improve future IS projects in terms of internal customer guidance. This paper describes the CuPID project concerning the strengths and weaknesses of managing the internal customer requirements. The different project episodes are especially analysed according to the question how IS and internal customers interacted and how both parties dealt with formulating requirements. The case study's aim is to deliver four key messages for improving the understanding and guiding of internal customers.
Language
English
Keywords
CCIIM
HSG Classification
not classified
Refereed
No
Publisher
Institute of Information Management - University of St. Gallen
Publisher place
St. Gallen
Subject(s)
Division(s)
Eprints ID
213306