“The services industry is one of disappointment. Like with a building contractor, you don’t know how the project is coming along until it’s done. If you don’t feel in the loop, you feel upset. When you don’t get exactly what you want, and are “surprised” (negatively), you feel upset.

With a product, instead, you know what you’re buying as a finished object/experience. It’s a simple transaction that happens instantaneously.”

Good program management is about keeping stakeholders informed.