Evaluating the Impact of Culture on Customer Satisfaction for FMS Projects in the Middle East
Abstract
The cost, time, and quality pillars of the iron triangle in project management are often considered the most important factors for managers to consider when striving to achieve project success. However, recent literature suggests customer satisfaction and end-user benefit are the most important elements to prioritize during project development. This research analyzes the Air Force Security Assistance Center Construction Division and Foreign Military Sales (FMS) joint construction operations in relation to two Project Management Body of Knowledge (PMBOK) knowledge areas, project stakeholder management and project risk management. Project stakeholder management is addressed by identifying the relationship between cultural competency and customer satisfaction during FMS construction projects. Project risk management is emphasized by using a value-focused thinking (VFT) and multiple objective decision analysis (MODA) approach to identify objectives for mitigating risks that negatively impact the satisfaction of FMS partner stakeholders. The VFT and MODA highlighted four fundamental objectives and eleven critical success factors for improving the satisfaction of partner stakeholders at the conclusion of FMS construction development. Prioritizing the fundamental objectives and their resultant critical success factors can aid FMS managers in increasing the satisfaction of partner stakeholders, furthering the mission of FMS to improve foreign relations and build international security partnerships. These findings offer valuable implications to project management in cross-cultural environments.
Document Details
- Document Type
- Technical Report
- Publication Date
- Mar 01, 2021
- Accession Number
- AD1135182
Entities
People
- Yaquarri A. Ii Adams
Organizations
- Air Force Institute of Technology