Customer Interfacing - Lessons Learned

Customer interfacing is the process through which one works with and relates to their customer. Often in the technical world, modelers find it easier to interface with computers rather than customers. It is not uncommon for those involved in the technical field of simulation to enjoy the more technical and analytical pieces of making a model. Consequently, customer interfacing is not performed well. Unfortunately, a valid model cannot be ivory towered. One must consistently work with their customers to produce a valid representation of the customer’s system. This paper discusses a few lessons learned on interfacing with customers. It presents 1)Some of the prime opportunities for customer interfacing during a project followed by 2)the habits of good interfacing. 1 EARLY PRIME OPPORTUNITITES FOR INTERFACING DURING A PROJECT (WHEN TO INTERFACE) Every contact with even a potential customer should be viewed as an opportunity for building a relationship and improving customer interfacing. Nonetheless, specific opportunities during a project’s initial phase are critical to good customer interfacing. These points are: ♦ During the determination of the project plan including the objectives, deliverables, and schedule, ♦ During the initial data collection activities (sometimes known as data collection workshops) to identify activity flows and associated data elements such as activity inputs, outputs, resources, and times. Other times are important for good customer interfacing; however, if these early opportunities are not performed in a satisfactory fashion, ensuing opportunities will be difficult at best. 134 1.1 General Comments on Interfacing The first opportunity for customer interfacing is in building a relationship with the customer. Relationships often are a prime source for project work. When a potential client feels comfortable with another person, they are more apt to desire their assistance in resolving difficult issues. Trusting another’s perspectives, ethics and professional capabilities will cause customers to request those individuals when they need help. Some of the successful companies concentrate on customer relations before, during, and after projects even encouraging new managers to spend their first month developing relationships with their potential customers. This is good advice that will help when difficult decisions are being contemplated on projects. Specific interfacing opportunities are frequent during simulation projects. Even though every contact with a potential customer should be viewed as an opportunity for building a relationship, this paper discusses interfacing as a part of the general simulation methodology and stresses points early in the methodology that require good interfacing. 1.2 Project Planning Often, a project is “received” before a relationship is established. In this case, the next opportunity for interfacing is in helping a customer understand and articulate their expectations for a project. This is a process of infinite skill and is valued after the fact by customers. It is also an important step in managing the expectations of the customers. Customers are not always able to fully express their needs. General goals and objectives usually exist, however, specifics may not. This is particularly true when a project has multiple customers. For example, reaching consensus on project goals in light of multiple personal agendas is often the first real objective of a project. The modeler will not necessarily fully understand the agendas at hand. Nonetheless, gaining consensus from