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Development of a Method to Improve the Definition and Alignment of Intangible Project Outcomes with Tangible Project Outputs Ke Development of a Method to Improve the Definition and Alignment of Intangible Project Outcomes with Tangible Project Outputs Kersti Nogeste Doctor of Project Management 2006 RMIT Development of a Method to Improve the Definition and Alignment of Intangible Project Outcomes with Tangible Project Outputs A thesis submitted in partial fulfilment of the requirements for the degree of Doctor of Project Management (DPM) Kersti Nogeste B.App.Sc., Dip.Ed., M.Bus. Graduate School of Business RMIT Business RMIT University April 2006 II Development of a Method to Improve the Definition and Alignment of Intangible Project Outcomes with Tangible Project Outputs DECLARATION I certify that except where due acknowledgement has been made, the work is that of the author alone; the work has not been submitted previously, in whole or in part, to qualify for any academic award; the content of the thesis is the result of work which has been carried out since the official commencement date of the approved research program; and, any editorial work, paid or unpaid, carried out by a third party is acknowledged. Kersti Nogeste April 2006 III Development of a Method to Improve the Definition and Alignment of Intangible Project Outcomes with Tangible Project Outputs ACKNOWLEDGEMENTS I wish to thank my supervisor Professor Derek Walker for his academic guidance, my parents for instilling in me the importance of education and my husband for his unstinting support. I also wish to recognise the cooperation received from an Australian Water Utility, the Victims Referral and Assistance Service, Victoria Police and the Campaspe Primary Care Partnership. ”Knowledge is information that changes something or somebody – either by becoming grounds for action, or by making an individual (or institution) capable of more effective action” (Drucker quoted in Cooke-Davies 2000, p23) IV Development of a Method to Improve the Definition and Alignment of Intangible Project Outcomes with Tangible Project Outputs TABLE OF CONTENTS 1 Introduction ......................................................................................................................12 1.1 Introduction .............................................................................................................12 1.2 Research Study Background....................................................................................12 1.3 Methodology............................................................................................................15 1.4 Literature Review....................................................................................................16 1.5 Scope of the Research Study ...................................................................................17 1.6 The Expected Contribution of the Research Study .................................................18 1.7 Dissertation Outline.................................................................................................18 1.8 Summary..................................................................................................................19 2 Literature Review.............................................................................................................21 2.1 Introduction .............................................................................................................21 2.2 Definitions ...............................................................................................................22 2.3 Strategy Development .............................................................................................31 2.4 The Public Sector Environment...............................................................................41 2.5 Relevant Public Sector Frameworks .......................................................................46 2.6 References to Project Outcomes and Outputs in Project Management Bodies of Knowledge (PMBOKs) .......................................................................................................52 2.7 PRINCE2 Project Management Methodology ........................................................53 2.8 Intangibles ...............................................................................................................54 2.9 References to Intangibles in Project Management Bodies of Knowledge (PMBOKs)...........................................................................................................................64 2.10 Benefits Management..............................................................................................65 2.11 Summary..................................................................................................................83 3 Methodology.....................................................................................................................86 3.1 Introduction .............................................................................................................86 3.2 Qualitative Research................................................................................................86 3.3 Research Options.....................................................................................................88 3.4 The Research Strategy.............................................................................................88 3.5 Introduction to the Action Research Cycles..........................................................109 3.6 Summary................................................................................................................118 4 Exploratory Action Research Cycles 1 & 2....................................................................120 4.1 Introduction ...........................................................................................................120 4.2 Action Research Cycle 1- An Australian Water Utility – Automatic Referrals Process (ARP) Project .......................................................................................................120 4.3 Action Research Cycle 2 – The Victims Referral and Assistance Service - Project Resolve ..............................................................................................................................134 4.4 Summary................................................................................................................148 5 Major Action Research Cycles 3, 4 & 5.........................................................................150 5.1 Introduction ...........................................................................................................150 5.2 Action Research Cycle 3 – The CYPRASS Project..............................................150 5.3 Action Research Cycle 4 – The Youth Friendly Health Services Project.............173 5.4 Action Research Cycle 5 – The Aboriginal Community Liaison Officers (ACLOs) Feasibility Study................................................................................................................191 5.5 Summary................................................................................................................208 6 Conclusions ....................................................................................................................210 6.1 Introduction ...........................................................................................................210 6.2 Research Summary................................................................................................210 6.3 Research Study Limitations...................................................................................213 6.4 Further Research Opportunities.............................................................................214 6.5 Summary................................................................................................................215 V Development of a Method to Improve the Definition and Alignment of Intangible Project Outcomes with Tangible Project Outputs 7 Bibliography ...................................................................................................................216 8 Appendices .....................................................................................................................228 8.1 Appendix 1 – Research Methodology – Research Strategy Options ....................228 8.2 Appendix 2 – Research Methodology - An Overview of Research Quality Requirements.....................................................................................................................247 8.3 Appendix 3 – Research Methodology - Assessing the Quality of this Research Study ...............................................................................................................................249 8.4 Appendix 4 – Action Research Cycle 1 - Project ARP – Intangibles/Stakeholder Framework.........................................................................................................................253 8.5 Appendix 5 – Action Research Cycle 1 - Project ARP - Stakeholder Feedback Data Collection Form – Initial Version......................................................................................254 8.6 Appendix 6 – Action Research Cycle 1 - Project ARP - Project Stakeholder Profiles...............................................................................................................................255 8.7 Appendix 7 – Action Research Cycle 1 – Project ARP - Project Stakeholder Feedback Data Collection Form – Final Version..............................................................258
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