2.  Contoso is working on Wireless 1xEvDo application to handle high speed 3G application data transfer (voice, video data) in mobile phones while working toward a full blown future 4G application.  Product/project is built on code developed by different teams; firmware in China, protocol in Scotland, DSP in Spokane, system testing, learn ware and user training in Redmond.

3.  Prior to start the project:  Reorganization prior to start of the project resulted in loss of some team members.  Release the project:  Beta version of the software was released on time to selected customers with the following feedbacks  After the release:  Feedback from the customers:  Significant number of new critical and serious  Some of previously reported defects were not fixed  Customers are not happy with the quality of the product and might go with the competitors.  Feedback from the Internals:  Lack of up to date critical documentation such as system design documents, product documents, system testing and learn “ware” did not help the situation. 

4. Strengths  Best-in-class customer service reputation  Awards winner for top quality and reliability  Most highly sought DSP, Protocol and Firmware developers in industry  Great customer support team with customers and partners in Asia  Technology Patents from 1xEvDo will make it more difficult for competition  Well established defect tracking process, personnel and tools Weaknesses  Long ramp up time for the new team members due to complexity of product  Loss of team members due to re-org caused  Lack of up-to-date critical product design documentation  Occasional mis-communication and lost-in- translation due to geographical diverse teams  High in acceptable critical & serious defects  High in defect fix cost Opportunities  Foreseen significant number of sales for 4G upgrade sales after release of 1xEvDo  Assign a dedicated on-site support team for key customers to improve customer relationship  Increasing temporary staffing to 1xEvDo project to help with meeting deadlines  Bring in an external trainer to fill in the gaps  Provide positive user experience by prioritizing defect tracking and resolving Threats  Competitors are offering incentives for long time partners to leave collaboration with Contoso  Missing out 1xEvDo product would make it more difficult for 4G upgrade sales  Contoso Brand is at risk by launching “buggy product” to meet timeline

5.  Turn the situation around  Capture new customers and target market share in crucial markets of China, Korea and Japan.  Establish the team vision  Communicate Short-term and long-term goals to all stakeholders

6.  Vision “Excellence in management and delivery of projects to enable Contoso to be a worldwide leader in innovative wireless application solutions.”  Mission “To enable project management best practices and promote adherence to standards and measurements for sustained success.”

7.  Assign a global PM  Integrate the geographically disparate development teams  Introduce and use new technology, training, team-building tools  Apply well-documented processes, ground rules and procedures  Improve customer relationship  Short-term customer relationship strategy  Assign a dedicated on-site customer support team for top beta customers  Allocate more resources to 1xEvDo project  Request temporary staffing to from other internal teams  Focus on defect resolution  Assign critical defects to appropriate developers  Set the timeline for the fixes  Focus on filling the gaps in the documentation  Assign a dedicated person to bring up-to-date product design documentation  Facilitate needed training to the team  Bring external trainer to fill in the gaps

8.  Establish Project business plan development process to ensure user expectations are met  Establish and track measurable project metrics and management reporting guidelines  Set and meet established project exist criteria: scope, schedule, and budget expectations  Minimize project risks by proactive project governance and phased review process  Establish repository of best practices in project management  Achieve accountability in the consistent delivery of products and services  Enhance capabilities in managing IT projects  Establish a collaborative IT project management environment  Consistent Data collection and Reporting  Portfolio of IT developed and maintained projects  PMO governance