Title: New product development: customers' and suppliers' assessment of the same project

Authors: Helene Sicotte, Lise Prefontaine, Line Ricard, Mario Bourgault

Addresses: Universite du Quebec a Montreal Ecole des sciences de la gestion 315, rue Sainte-Catherine Est Montreal, Quebec H2X 3X2, Canada. ' Universite du Quebec a Montreal Ecole des sciences de la gestion 315, rue Sainte-Catherine Est Montreal, Quebec H2X 3X2, Canada. ' HEC Montreal 3000, chemin de la Cote-Sainte-Catherine Montreal (Quebec) H3T 2A7, Canada. ' Ecole Polytechnique de Montreal, P.O. Box 6079, Station Centre-ville, Montreal, Quebec H3C 3A7, Canada

Abstract: Traditionally, the performance of new product development (NPD) projects has been assessed by R&D or project managers. Rarely have researchers sought customers| points of view. This study collected performance assessments from both the customer and the supplier of a new product or process and compared their perceptions of the importance of several critical success factors (CSFs). The results show that, even though customers and suppliers may agree on the overall performance of a project, their perceptions of the CSFs pertaining to that performance differ significantly.

Keywords: new product development; critical success factors; customer assessment; performance; project management.

DOI: 10.1504/IJTM.2004.003951

International Journal of Technology Management, 2004 Vol.27 No.2/3, pp.176 - 192

Available online: 05 Feb 2004 *

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