Keywords: new product development, critical success factors, customer assessment, performance, project management
New product development: customers' and suppliers' assessment of the same project
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.