Question
Clearly sourced
Expert knowledge for digital decisions
Who belongs on the customer's side in the project team?
Short answer
At least three roles: an authorized decision-maker as a fixed contact person, at least one person from the functional area who will work with the result daily, and someone with access to the affected systems. If the first role is missing, every project is delayed—regardless of anything else.
The Three Roles
Spokesperson with Authority
Makes decisions without needing to consult every time. Time required: approximately two to four hours per week. This is the single factor that most determines the project duration.
Functional Area
Someone who actually performs the process—not the manager who describes it. The difference between "this is how it works for us" and "this is how it really works" is regularly significant.
Technical Access
Someone who can set up access, provide test data, and answer questions about existing systems. Even with outsourced IT, this role is needed on your side.
What goes wrong if a role is missing
| Missing | Consequence |
|---|---|
| Spokesperson | Delays, project duration doubles |
| Functional Area | Software does not fit daily use and is bypassed |
| Technical Access | Interfaces are delayed by weeks |
The Honest Time Requirement
A project cannot be accompanied "on the side." Anyone who cannot free up two hours per week should start later rather than poorly.
Key facts
- Most Important Role
- Spokesperson with Authority
- Time Requirement
- Approximately two to four hours per week
Sources
All external claims are backed by traceable sources.- 01