Project Management Education

What is the True Measure of a Project Manager?

This question probably gets asked in every organization a few times a year, if not more often. Companies struggle with so-called project managers who are really resource managers or techies-turned-project-managers and they wonder why. Or they set up their Project Management Office (PMO) and stock it with PMP certified project managers and wonder why projects aren't meeting deadlines or are failing altogether.

So what is it that makes a good project manager? Is it PMP certification? I say 'no', but I still think certification is a good thing to have. It is, however, inappropriate to think that a PM with 5 years experience and PMP certification is always going to be a more desirable or productive PM than a non-certified PM with 15 years experience. But that's what many HR organizations are basically saying when they post jobs mandating PMP certification to even be considered.

I'd like to look deeper than that. So what is the true measure of a project manager? Is it a few on time and on budget projects? Not likely, though that is definitely a very good start. Anyone who's managed large projects knows that it's always a challenge to keep the customer and the scope in check enough to deliver a project on time and on budget. It's just a fact. Requirements change, there's give and take with the customer and it's not always documented in the way of change orders – so sometimes good projects are delivered 10-20% over budget or 30% over on timeframe yet the customer is happy and basically the project is successful, it's just not on time or on budget on paper.

Again, what's the true measure? Here's my take of a few things that make a good project manager – or at least signs that you have a good one and shouldn't let them get away.

High percentage of customer satisfaction

The project manager who is routinely rated highly and effective by the customer is one to hang on to. Customers aren't always easy to please – and they often despise having to pay high prices for a project manager. Sometimes they just have trouble seeing the value. So if you have a project manager who is getting high marks from customers on multiple projects, then you know you have a PM who is confident, effective, organized, and has done whatever it takes to make the customer feel comfortable with them. And that's saying a lot.