Title: Fuzzy projects: a qualitative investigation of project leaders' service role

Authors: Thommie Burström; Timothy L. Wilson

Addresses: Umeå School of Business, Umeå University, SE901 87 Umeå, Sweden ' Umeå School of Business, Umeå University, SE901 87 Umeå, Sweden

Abstract: An in-depth case study explores the role that chief project managers (CPMs) take in fuzzy projects. Service management concepts are combined with a project management background to illustrate the role these key individuals play in conducting complex projects. A setting with three interrelated projects was studied, where the products had a high degree of novelty. This setting demanded that all actors needed to find new ways of working and previous organisational values were challenged. The role of the CPM tends to be defined as a service leadership role in which soft skills are important.

Keywords: chief project manager; CPM; transformative projects; coopetitive projects; service management; SERVQUAL; triangular communications; service quality; fuzzy projects; project leaders; service role; case study; project management; organisational values; new ways of working; service leadership; leadership role; soft skills.

DOI: 10.1504/IJPOM.2015.070790

International Journal of Project Organisation and Management, 2015 Vol.7 No.3, pp.221 - 235

Received: 08 May 2021
Accepted: 12 May 2021

Published online: 24 Jul 2015 *

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