PROJECT LIFE CYCLE

-Project life cycle consist different steps. Different authors described different steps but the basic concept behind that is the same. -According to United Nations Guidelines for Rural Centre Planning, there are 7 steps in the project life cycle such as project identification and appraisal, pre-feasibility study, feasibility study detailed design project implementation, operation maintenance, monitoring and evaluation. -Rondinelli, Dennis & Apsy Palia in their book Project Planning and implementation in Developing countries identified the 12 steps in the project life cycle.

All projects passes through five phases: 1. Conception Phase 2. Definition Phase 3. Planning and organizing phase 4. Implementation Phase 5. Project Clean-up phase

1. Conception Phase: -In this phase some concept or ideas will be generated into the mind of the human being. -Many times during a complex projects, some problems arises. To overcome these problems the person looks in and around to overcome these problems. -In this phase person develops a comparative ideas. 2. Definition phase: -In this phase idea which was generated in conception phase is to be described in details in a document format which covers all aspects necessary for the customer and/or financial institutes to make up their minds on the project idea. -The areas examined are raw materials, location & size, capacity, technology or process selection, project layout, civil works utilities, financial analysis, plant & machinery, manpower, implementation schedule. 3. Planning and Organizing phase: -Some organization prepare Project execution plan to implement and execute the project into reality. -The organization can make planning of the different things like Organization and manpower, Project Manager, Licensing & government clearances, System design and basic engineering package, Project Infrastructure and enabling services, Finance, Systems and procedures, Schedules and budgets, General Conditions for purchaser and contracts, Site preparation and investigation, construction resource and materials, work packaging. 4. Implementation Phase: -In this phase actual work is to be started to complete the particular project. -Preparation of specifications for equipment and machinery, ordering of equipment, lining up construction contractors, issue of construction drawings, civil construction and construction of equipment foundation, equipment and machinery erection, plant electrical, testing, etc. takes place during this phase. -Normally 80-85% work done in this phase.

5. Project clean-up phase: -In this phase project is completed and it will be handover for the production or actual work to the customer or to the owner. -Drawings, documents, files, operation and maintenance manuals are cataloged and handed over to the customer. -Customer can also test the work which is to be completed by agency. If any change required at the last minute then it is to be completed during this phase to satisfaction of the customer. -Project accounts are closed, materials reconciliation carried out, outstanding payments made and dues collected during this phase. -After completion of the project organization hires the workers and employees to start the actual work.

CHARACTERISTIC FEATURES OF A PROJECT

1. A project consist a set of objectives or has a mission. 2. Number of participants involved in the project but overall project can be handled by single agency. 3. It has specific life span. 4. Project has life cycle represented by growth, maturity, and decline. A project has learning component. 5. In a project a work can be divided into team works-the team again constituted of members belonging to different professions, different organizations and even countries. 6. The happenings during the life cycle of a project are not fully known at any stage, but as time passes the details are finalized and if any changes required in the project then first appropriate decision will be taken and then implement the idea. 7. A project is a complex set of things. It can be vary in terms of technology, equipment and material, machinery and people, work ethics and organizational culture. 8. High level of sub-contraction of work can be done in a project. 9. A project is customer specific. The requirements and constraints within which a project must be executed are stipulated by customer. 10. A project is always a unique and no two projects are exactly similar even though the plants are exactly identical. The location, the agencies, the infrastructure and the people make the project unique. 11. Every project has a certain risk and uncertainty associated with it. The degree of risk and uncertainty will depend on how a project has passed through its various life cycle phase.

The Parsuram, Ziethaml, Berry Model of service quality-1985 Consumer evaluates service quality experience as the outcome of gap between expected and perceived quality. The model identifies five gaps that can cause unsuccessful service delivery. Gap 1 : The Knowledge Gap or Lack of Understanding (gap between consumer expectation and management perception)

e.g : Management team at a hotel might decide that provision of a newspaper at bedroom door is not required but customer expects that. This gap can be narrowed through adequate research Gap 2: The standard Gap or Lack of Development ( Gap between management perceptions and service quality specifications)

e.g : The management may not be committed to implement what is necessary either due to ignorance, lack of vision , limited resources or wrong strategy. This gap be closed by standardizing service delivery process wherever possible and setting right organization goals. Gap 3: Delivery Gap ( gap between service quality specifications and the service actually delivered). The management understands the level of service desired by customer and specifies an appropriate set of standards. However service delivery may not be of appropriate quality owing to poor employee performance may be due to improper training or less motivation.

This gap can be eliminated by providing employees with adequate support system and HR policies and improving teamwork Gap 4 : Unrealistic expectations or the Internal Communication Gap ( Gap between service delivery and what is communicated about the service to the consumers) This gap can be eliminated through efficient and effective communication system and also by not giving false promises to customers that leads to higher expectations gap 5 : Service gap or Perception gap : ( Gap between perceived and expected service)

By bridging gaps 1-4 , gap 5 can be reduced. SERVQUAL The marketing research team of Parasuraman, Zeithamel, and Berry created this service quality measuring tool in 1988 Has been used in a wide range of studies including fields such as health care, banking, appliance repair, and many other professions

Five Gaps include Customer expectations vs. managerial perceptions Managers expectations of quality vs. quality specs Communication with customer at point of service or sale Service delivery vs. communication Perceived services vs. expected services

SERVQUAL is not a measurement to compare and rank separate companies but only to provide a measure for managers to determine actions needed in their own services

SERVQUAL Model Gaps Gap 1 Gap 2 Mismatch between managers expectations of service quality and service quality specifications The difference between actual customer expectations and managements idea or perception of customer expectations . Managers and employees have a very internal process-oriented view of their business, it is tough to break this view and to see things the way the customer does This gap of the SERVQUAL Model can help management with customer service

To implement a system to improve this gap, management must first understand exactly what the customer wants If this understanding is not present, it will be impossible for management to know whether their expectations are aligned with customer specifications. Gap 3 Poor delivery of service quality Once the specifications from gap 2 are aligned the next step is to deliver these services in a perfect manner Quality of delivery must be perfected during the interaction with the customer The employees that are responsible for these actions are referred to as contact personnel Some reasons for a lack of quality include poor training, communication, and preparation

Gap 4 Differences between service delivery and external communication with customer Customers are influenced by what what they hear and see about a companys service Word-of-mouth publicity and advertising are main outlets which customers open their opinions to The difference between what a customer hears about a companys service and what is actually delivered is represented by gap 4 This gap can lead to dangerously negative customer perceptions

Gap 5 Differences between Expected and Perceived Quality. This gap is directly related to everyones perception of service quality Customers expect certain things from certain companies When someone goes into a McDonalds to order their favorite meal a Big Mac, they are expecting exactly what they are accustomed to getting (a quick, no hassle, tasty big burger with all the works). If it takes 15 minutes to get a Big Mac that doesnt even have the famous special sauce on it the customers perceived service of McDonalds is going to plummet. If gaps 1 through 4 are closed to a minimum then gap 5 should follow, if there are any gaps left in steps 1 through 4 the perceived customer service quality will be negatively affected The way to make sure these gaps are closed is through thorough systems design, precise communication with customers, and a well-trained workforce.