Managing Customer Expectations

October 23, 2018
6:00 PM to 8:00 PM
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James R. Oliver Hall - University of Louisiana at Lafayette
301 E. Lewis Street
Lafayette, LA 70503

PMI Lafayette Venue Meeting

6:00PM - 6:30PM Sign-In & Networking | 6:30PM - 8:00PM Meeting & Speaker

FREE PARKING is available in the ZONE 15 gravel parking lot directly in front of Oliver Hall on UL Lafayette Campus (just follow the signs - UL Lafayette has granted permission to park in this lot)

PARKING CHARGES will apply if you park in the Stokes Hall - Girard Park Circle Parking Garage (no exception)

This meeting will count for 1.5 PDUs for PMI credential holders (Talent Triangle: Leadership)

PDUs will be submitted for PMI Baton Rouge Chapter members / All other PMI credential holders responsible for self-reporting PDUs


Have you been the customer before?  Perhaps when you hired a contractor to work on your house.  Perhaps when you hired someone to do work for your company.  In these situations, did you have concerns that your requirements weren’t being properly addressed?  Were you worried about what this was really going to cost?  Did you find yourself uneasy about the progress of the work, and whether it would finish on time?  As Project Managers, our customers face these same fears.  Part of our job is to relieve these fears and assure our customers that their project is under control, that their requirements are being met, and that their project will finish on time, on budget, and on target.

This presentation will explore some techniques and processes for managing customer expectations so that they understand what is happening within the project and why, know what they need to do if they disagree with something, are not surprised or disappointed at the end of the project, and ultimately view the project as “successful” upon completion.

Dean Mallory, PMP

Dean Mallory has been an Information Technology professional for 34 years.  The first 22 of those years were with the United States Air Force, where he held various leadership positions in software development, modeling and simulation, network operations, computer operations, global event monitoring, mobile communications, and operational security.  He commanded a 300-person squadron providing secure network services to 80,000 people at 10 locations, commanded a remote squadron providing data connectivity for U-2 combat reconnaissance missions over Bosnia, led development of software used to plan, model, and verify viability of strategic bomber and tanker missions, and served on both the Air Staff and the Joint Staff.  He retired from the Air Force in 2006 with the rank of Lieutenant Colonel. 

After moving his family back to Lafayette in 2006, Dean worked for six years as an Assistant Director of two research and development centers at the University of Louisiana and for five years as a Program Manager for Schumacher Clinical Partners guiding software development efforts.  For the last year Dean has filled a Senior Project Manager role with Global Data Systems, managing projects involving network and security infrastructure, and developing Project Management Office practices and procedures for the company.

Dean has Computer Science degrees from UL and Texas A&M, he has ITIL Foundations and Lean Six Sigma certifications, and he somehow passed the PMP exam on the first go in November of 2013.

Dean’s father grew up in New Orleans, his mother is an Andrepont from Opelousas, and his wife, Laurie, is a Darbonne from Opelousas.

Food and Beverage Catered by:

iMonelli Restaurant | Menu: Seafood Crepes, Pork Loin with Cognac Cream Sauce, Garlic Mashed Potatoes, Green Beans, White Chocolate Bread Pudding, Tea with Lemons and Sweetners

If you require a vegetarian meal or have special food requirements, please email Sally Johnson at


Venue Sponsor 

Henry Chu, PhD - University of Louisiana at Lafayette


For Questions or Additional Information:

Sally Johnson, MBA, PMP | (615) 319-0535 |

Lawrence Villermin, MBA, PMP | (337) 852-0278 |


$25.00 Member Registration
$20.00 Earlybird rate before October 16

$30.00 Guest Registration
$25.00 Earlybird rate before October 16

$20.00 Board Member Registration

$20.00 Student Registration (photo ID required)
$15.00 Earlybird rate before October 16