Application of social network analysis: An approach towards client satisfaction

Project success is the ultimate goal of any project coalition. Success is a result of collective actions at all levels of any one project throughout the entire project life cycle. One principal aspect of success is the project network typology. The aim of this research is to examine and correlate high density communication networks and client satisfaction. The study is carried out through the simultaneous analysis of project success factors and project networks. The correlation is established to highlight the significance of project networks. Gap analysis and Social Network Analysis (SNA) are reviewed as tools for delivering client needs and analysing project coalitions respectively. It has been concluded that there is no standard panacea for effective project management and project success. SNA is a useful tool to help project coalitions investigate communication patterns. Two SNA case study analyses were conducted. Time and cost were identified as the major project success factors. SNA was applied to examine the discussion and information exchange networks in relation to scope of work, cost-related and schedule-related communication. Socio-grams were developed and assessed. It is also concluded that communication patterns in Design and Build projects mirror the contractual arrangements, whilst high density information exchange networks do not necessarily reflect efficient network configuration or lead to a better delivery of project objectives. SNA is an effective tool. However, it is more beneficial when combined with other tools. A combination of SNA and gap analysis provides a useful monitoring mechanism and allows project coalitions to deliver project objectives and establish better levels of client satisfaction. Keywords: project success, client satisfaction, project management, gap analysis, management tools, social network analysis, project coalitions