Project Management -Exercise 3
8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 1 /3 9 P ag e 5 10 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d .
C H APT ER F O URTEEN P ro je ct C lo su re P ro je ct C lo su re T ypes o f P ro je ct C lo su re W ra p -u p C lo su re A ctiv itie s P ost- Im ple m en ta tio n E valu atio n R etr o sp ectiv es S um mary A ppen dix 1 4.1 : P ro je ct C lo se o ut C heck lis t A ppen dix 1 4.2 : E uro C onvers io n 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 2 /3 9 P ag e 5 11 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . T hose w ho c a nnot r e m em ber t h e p ast a re c o ndem ned t o r e liv e i t.
— Geo rg e S anta ya na, 1 863–1952 E very p ro je ct c o m es to a n e n d e v en tu ally . B ut h ow m an y p ro je ct p artic ip an ts g et e x cite d a b out c lo sin g o ut a p ro je ct? T he d eliv era b le s a re c o m ple te . O wners h ip is r e ad y to b e tr a n sfe rre d . E very one's f o cu s is w hat's n ex t— h opefu lly a n ew , e x citin g p ro je ct. C are fu lly m an ag in g th e c lo su re p hase is a s im porta n t a s a n y o th er p hase o f t h e p ro je ct. O bse rv atio n te lls u s th at o rg an iz atio ns th at m an ag e c lo su re a n d re v ie w w ell p ro sp er. T hose w ho d on't t e n d t o h av e p ro je cts t h at d ra g o n f o re v er a n d r e p eat t h e s a m e m is ta k es o ver a n d o ver. C lo sin g o ut a p ro je ct in clu des a d au nti n g n um ber o f ta sk s. In th e p ast a n d o n sm all p ro je cts th e p ro je ct m an ag er w as r e sp onsib le f o r s e ein g a ll ta sk s a n d lo ose e n ds w ere c o m ple te d a n d s ig ned o ff . T his is n o lo nger t r u e. I n t o day 's p ro je ct- d riv en o rg an iz atio ns t h at h av e m an y p ro je cts o ccu rrin g s im ulta n eo usly , t h e r e sp onsib ility f o r c o m ple tin g c lo su re ta sk s h as b een p ars e d a m ong th e p ro je ct m an ag er, p ro je ct te am s, p ro je ct o ff ic e, a n o vers ig ht “re v ie w co m mitte e,” an d an in dep en den t re tr o sp ectiv e fa cilita to r. M an y ta sk s overla p , occu r s im ulta n eo usly , a n d r e q uir e c o ord in atio n a n d c o opera tio n a m ong t h ese s ta k eh old ers . T he t h re e m ajo r d eliv era b le s f o r p ro je ct c lo su re a re d esc rib ed b elo w ( s e e F ig ure 1 4.1 ) : 1 . W ra ppin g u p t h e p ro je ct. T he m ajo r w ra p -u p t a sk i s t o e n su re t h e p ro je ct i s a p pro ved a n d a ccep te d b y t h e c u sto m er. O th er w ra p -u p a ctiv itie s i n clu de c lo sin g a cco unts , p ay in g b ills , r e assig nin g e q uip m en t a n d p ers o nnel, f in din g n ew o pportu nitie s f o r p ro je ct s ta ff , c lo sin g f a cilitie s, a n d t h e f in al r e p ort. C heck lis ts a re u se d e x te n siv ely t o e n su re t a sk s a re n ot o verlo oked . I n m an y o rg an iz atio ns, t h e l io n's s h are o f c lo su re t a sk s a re l a rg ely d one b y t h e p ro je ct o ff ic e i n c o ord in atio n w ith t h e p ro je ct m an ag er. T he f in al r e p ort w ritin g i s u su ally a ssig ned t o o ne p ro je ct o ff ic e s ta ff m em ber, w ho a sse m ble s i n put f ro m a ll s ta k eh old ers .
I n s m alle r o rg an iz atio ns a n d p ro je cts , t h ese c lo su re a ctiv itie s a re l e ft t o t h e p ro je ct m an ag er a n d t e am .
F IG URE 1 4.1 P ro je ct C lo su re a n d R ev ie w D eliv era b le s 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 3 /3 9 P ag e 5 12 2 . P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . E va lu atio n o f p erfo rm ance a nd m anagem en t o f t h e p ro je ct. E valu atio n i n clu des t e am , i n div id ual t e am m em bers , a n d p ro je ct m an ag er p erfo rm an ce. V en dors a n d t h e c u sto m er m ay p ro vid e e x te rn al i n put. E valu atio n o f t h e m ajo r p la y ers p ro vid es i m porta n t i n fo rm atio n f o r t h e f u tu re . 3 . R etr o sp ectiv es. R etr o sp ectiv es o f l e sso ns l e arn ed a re d esig ned t o i m pro ve p erfo rm an ce o n c u rre n t a n d f u tu re p ro je cts . T oday, m ost r e tr o sp ectiv es a re t h e r e sp onsib ility o f a n i n dep en den t f a cilita to r. T he f a cilita to r a ls o p ro vid es m ajo r i n put t o t h e c lo su re r e p ort t h at w ill i n clu de l e sso ns l e arn ed . T hese p ost- p ro je ct r e v ie w s s h ould b e h eld w ith t h e t e am t o c atc h a n y m is sin g i s su es o r g ap s. T his c h ap te r b eg in s w ith t h e r e co gnitio n t h at p ro je cts a re s h ut d ow n f o r m an y r e aso ns. N ot a ll p ro je cts e n d w ith a c le ar “ F in is h ed ” a n d a re tu rn ed o ver to a c u sto m er. R eg ard le ss o f th e c o nditio ns fo r e n din g a p ro je ct, th e g en era l p ro cess o f c lo su re is s im ila r, th ough th e e n din gs m ay d if f e r s ig nif ic a n tly . W ra p -u p c lo su re ta sk s a re n ote d fir s t. T hese ta sk s re p re se n t a ll th e ta sk s th at m ust b e “ cle an ed u p” b efo re th e p ro je ct is te rm in ate d .
E valu atio n o f p ro je ct p erfo rm an ce is n ex t. F in ally , le sso ns le arn ed o r re tr o sp ec tiv e m eth ods a re e x am in ed in d eta il.
T ypes o f P ro je ct C lo su re O n s o m e p ro je cts th e e n d m ay n ot b e a s c le ar a s w ould b e h oped . A lth ough th e s c o pe s ta te m en t m ay d efin e a c le ar e n din g f o r a p ro je ct, th e a ctu al e n d in g m ay o r m ay n ot c o rre sp ond. F ortu nate ly , a m ajo rity o f p ro je cts a re b le sse d w ith a w ell- d efin ed e n din g. R eg ula r p ro je ct r e v ie w s w ill i d en tif y p ro je cts h av in g e n din gs d if f e re n t f ro m p la n s. T he d if f e re n t t y pes o f c lo su re a re i d en tif ie d h ere :
N orm al T he m ost co m mon cir c u m sta n ce fo r pro je ct clo su re is sim ply a co m ple te d pro je ct. F or m an y d ev elo pm en t p ro je cts , th e e n d in volv es h an din g o ff th e fin al d esig n to p ro ductio n a n d th e c re atio n o f a n ew p ro duct o r s e rv ic e lin e. F or o th er in te rn al IT p ro je cts , s u ch a s s y ste m u pgra d es o r c re atio n o f n ew in ven to ry c o ntr o l s y ste m s, t h e e n d o ccu rs w hen t h e o utp ut i s i n co rp ora te d i n to o ngoin g o pera tio ns. S om e m odif ic atio ns i n s c o pe, c o st, a n d s c h ed ule p ro bab ly o ccu rre d d urin g i m ple m en ta tio n.
P re m atu re F or a f e w p ro je cts , th e p ro je ct m ay b e c o m ple te d e arly w ith s o m e p arts o f th e p ro je ct e lim in ate d . F or e x am ple , in a n ew p ro duct d ev elo pm en t p ro je ct, a m ark etin g m an ag er m ay in sis t o n p ro ductio n m odels b efo re t e stin g: G iv e t h e n ew p ro duct t o m e n ow , t h e w ay i t i s . E arly e n tr y i n to t h e m ark et w ill m ean b ig p ro fits ! I k now w e c an s e ll a b azillio n o f t h ese . I f w e d on't d o i t n ow , t h e o pp ortu nity i s l o st! T he p re ssu re is o n to f in is h th e p ro je ct a n d s e n d it to p ro ductio n. B efo re s u ccu m bin g to th is f o rm o f p re ssu re , t h e im plic atio ns a n d ris k s a sso cia te d w ith th is d ecis io n s h ould b e c are fu lly re v ie w ed a n d a sse sse d b y s e n io r m an ag em en t a n d a ll s ta k eh old ers . T oo f re q uen tly , t h e b en efits a re i llu so ry , d an gero us, a n d c arry l a rg e r is k s.
P erp etu al S om e p ro je cts n ev er s e em to e n d. T he m ajo r c h ara cte ris tic o f th is k in d o f p ro je ct is c o nsta n t “ ad d- o ns,” s u ggestin g a p oorly c o nceiv ed p ro je ct s c o pe. A t s o m e p oin t t h e r e v ie w g ro up s h ould r e co m men d m eth ods f o r b rin gin g f in al c lo su re to th is ty pe o f p ro je ct o r th e in itia tio n o f a n oth er p ro je ct. F or e x am ple , a d din g a n ew f e atu re t o a n o ld p ro je ct c o uld r e p la ce a s e g m en t o f a p ro je ct t h at a p pears t o b e p erp etu al. 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 4 /3 9 P ag e 5 13 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . S N APSH OT F R O M P R A CTIC E P ro je ct C an cele d * G erm an y is th e m ajo r c ro ssro ad f o r E uro pe's in te rn atio nal c o m merc ia l tr u ck s. T he G erm an g overn m en t f e lt th e n eed t o h av e in te rn atio nal tr u ck s (o ver 1 2 to ns) u sin g th eir ro ad in fra str u ctu re a ssis t in p ay in g fo r th e ro ad m ain te n an ce a n d a d ditio nal n ew in fra str u ctu re . T he p ro je ct o b je ctiv es w ere c le ar— a n ew e le ctr o nic tr u ck to ll- c o lle ctio n s y ste m t h at e n su re s a ccu ra te c h arg es a n d e asy fe e c o lle ctio n a cro ss G erm an , S w is s, a n d A ustr ia n h ig hw ay s b y A ugust 3 1, 2 003. T he te ch nolo gy r e lie d o n g lo bal p ositio n in g s y ste m s ( G PS), te le co m munic atio ns, a n d s o ftw are to r e co rd m ile s a n d c h arg es, w ith out u sin g t o ll b ooth s a lo ng t h e h ig hw ay s. S ev era l p ro ble m s s a b ota g ed th e p ro je ct. T im e-to -m ark et d ead lin es w ere im po ssib le to m eet. D ela y ed la u nch d ate s w ere cau se d b y te ch nic al p ro ble m s w ith tr u ck tr a ck in g u nits an d so ftw are th at fa ile d to fu nctio n as ex pecte d .
I n te rfa ce c o m munic atio n w ith p ublic a n d p riv ate s ta k eh old ers f a ile d . A s a r e su lt, t h e A ugust 2 003 d ead lin e w as n ev er m et. T he r e v is e d N ovem ber 2 003 d ead lin e w as n ot m et. F in ally , in M arc h 2 004 th e G erm an g overn m en t p ulle d th e p lu g a n d c an cele d t h e p ro je ct. T he c an cella tio n o f t h e p ro je ct h ad s e rio us i m pacts o n o th er g overn m en ta l p ro gra m s. T he s h ortf a ll o f n ot r e ceiv in g t h e r e v en ue f ro m th e n ew to ll s y ste m is e stim ate d a t $ 1.6 b illio n. S om e o f th ose r e v en ues w ere d estin ed f o r a h ig h- s p eed m ag le v t r a in i n M unic h a n d o th er i n fra str u ctu re p ro je cts . L esso ns le arn ed re v eal th at la ck o f p ro je ct m an ag em en t k n ow le d ge w as e v id en t. M ore im porta n tly , fa ilu re to i d en tif y a n d a sse ss th e im pact o f s c h ed ule a n d c o m ple x te ch nolo gy r is k s r e su lte d in th e d eath o f th e p ro je ct. P erh ap s a s im ple r, c h eap er m ic ro w av e s y ste m re co m men ded b y th e S w is s a n d A ustr ia n s to b e o pera tio nal b y 2 005 w ould h av e s u ff ic ed . S ee h ttp ://w ww.t o llc o lle ct.d e/f ro nte n d/H om ep ag eV P.d o:J se ssio nid -F 840E 12142D . * “ C ase A naly sis : T ak in g a T oll,” P M N etw ork , V ol. 1 8, N o. 3 , M arc h , 2 004, p . 1 . F aile d P ro je ct F aile d p ro je cts are u su ally easy to id en tif y an d easy fo r a re v ie w g ro up to clo se d ow n. H ow ev er, e v ery e ff o rt s h ould b e m ad e to c o m munic ate th e te ch nic al (o r o th er) re aso ns fo r te rm in atio n o f th e p ro je ct; i n a n y e v en t p ro je ct p artic ip an ts s h ould n ot b e l e ft w ith a n e m barra ssin g s tig m a o f w ork in g o n a p ro je ct t h at fa ile d . M an y p ro je cts w ill fa il b ecau se o f cir c u m sta n ces b ey ond th e co ntr o l o f th e p ro je ct te am . S ee S nap sh ot f ro m P ra ctic e: P ro je ct C an cele d .
C han ged P rio rity O rg an iz atio ns’ p rio ritie s o fte n c h an ge a n d s tr a te g y s h if ts d ir e ctio ns. F or e x am ple , d urin g t h e 2 008–10 f in an cia l c ris is o rg an iz atio ns s h if te d th eir f o cu s f ro m m oney -m ak in g p ro je cts to c o st s a v in gs p ro je cts .
T he o vers ig ht g ro up c o ntin ually r e v is e s p ro je ct s e le ctio n p rio ritie s t o r e fle ct c h an ges i n o rg an iz atio nal d ir e ctio n.
P ro je cts in p ro cess m ay n eed to b e a lte re d o r c an cele d . T hus, a p ro je ct m ay s ta rt w ith a h ig h p rio rity b ut s e e its r a n k ero de o r cra sh d urin g its p ro je ct lif e cy cle as co nditio ns ch an ge. W hen p rio ritie s ch an ge, p ro je cts in p ro cess m ay n eed t o b e a lte re d o r c an cele d . D if f e re n t ty pes o f p ro je ct te rm in atio n p re se n t u niq ue is su es. S om e a d ju stm en ts to g en eric c lo su re p ro cesse s m ay b e n ecessa ry t o a cco m modate t h e t y pe o f p ro je ct t e rm in atio n y ou f a ce.
W ra p -u p C lo su re A ctiv itie s 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 5 /3 9 T he m ajo r c h alle n ges fo r th e p ro je ct m an ag er a n d te am m em bers a re o ver. G ettin g th e p ro je ct m an ag er a n d p ro je ct p artic ip an ts t o w ra p u p t h e o dds a n d e n ds n ecessa ry t o f u lly c o m ple te a p ro je ct i s o fte n d if f ic u lt. I t's l ik e t h e p arty is o ver— now w ho w an ts to h elp c le an u p? M uch o f w ork is m undan e a n d te d io us. M otiv atio n c an b e t h e c h ie f c h alle n ge. F or e x am ple , a cco untin g f o r e q uip m en t a n d c o m ple tin g f in al r e p orts a re p erc eiv ed a s d ull a d m in is tr a tiv e ta sk s by pro je ct pro fe ssio nals w ho are actio n-o rie n te d in div id uals . T he pro je ct m an ag er's c h alle n ge is to k eep th e p ro je ct te am fo cu se d o n th e re m ain in g p ro je ct a ctiv itie s a n d d eliv ery to th e c u sto m er u ntil t h e p ro je ct i s c o m ple te . C om munic atin g a c lo su re a n d r e v ie w p la n a n d s c h ed ule e arly a llo w s 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 6 /3 9 P ag e 5 14 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . t h e p ro je ct te am to ( 1 ) a ccep t th e p sy ch olo gic al f a ct th e p ro je ct w ill e n d a n d ( 2 ) p re p are to m ove o n. T he id eal sc en ario is to hav e th e te am m em ber's nex t assig nm en t re a d y w hen pro je ct c o m ple tio n is a n nounced . P ro je ct m an ag ers n eed to b e c are fu l to m ain ta in th eir e n th usia sm fo r c o m ple tin g th e p ro je ct a n d h old p eo ple a cco unta b le to d ead lin es, w hic h a re p ro ne to s lip d urin g th e w an in g s ta g es o f t h e p ro je ct. I m ple m en tin g th e c lo su re p ro cess in clu d es s e v era l w ra p -u p a ctiv itie s. M an y o rg an iz atio ns d ev elo p le n gth y l is ts fo r c lo sin g p ro je cts a s th ey g ain e x perie n ce. T hese a re v ery h elp fu l a n d e n su re n oth in g is o verlo oked .
I m ple m en tin g c lo se d ow n i n clu des t h e f o llo w in g s ix m ajo r a ctiv itie s: 1 . G ettin g d eliv ery a ccep ta n ce f ro m t h e c u sto m er. 2 . S huttin g d ow n r e so urc es a n d r e le asin g t o n ew u se s. 3 . R eassig nin g p ro je ct t e am m em bers . 4 . C lo sin g a cco unts a n d s e ein g a ll b ills a re p aid . 5 . D eliv erin g t h e p ro je ct t o t h e c u sto m er. 6 . C re atin g a f in al r e p ort. A dm in is te rin g th e d eta ils o f c lo sin g o ut a p ro je ct c an b e in tim id atin g. S om e o rg an iz atio ns h av e c h eck lis ts o f o ver 1 00 w ra p -u p ta sk s! T hese c h eck lis ts d eal w ith c lo su re d eta ils su ch a s fa cilitie s, te am s, sta ff , c u sto m er, v en dors , a n d t h e p ro je ct i ts e lf . A p artia l a d m in is tr a tiv e c lo su re c h eck lis t i s s h ow n b elo w i n T ab le 1 4.1 . G ettin g d eliv ery a ccep ta n ce b y t h e c u sto m er i s a m ajo r a n d c ritic al c lo su re a ctiv ity . D eliv ery o f s o m e p ro je cts t o th e c u sto m er is s tr a ig htf o rw ard . O th ers a re m ore c o m ple x a n d d if f ic u lt. I d eally th ere s h ould b e n o s u rp ris e s.
T his re q uir e s a w ell- d efin ed sc o pe an d an eff e ctiv e ch an ge m an ag em en t sy ste m w ith activ e cu sto m er i n volv em en t. U se r i n volv em en t i s c ritic al t o a ccep ta n ce ( s e e S nap sh ot f ro m P ra ctic e: N ew B all G oes F la t i n t h e N BA ).
T A BLE 1 4.1 W ra p -u p C lo su re C heck lis t 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 7 /3 9 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 8 /3 9 P ag e 5 15 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . S N APSH OT F R O M P R A CTIC E N ew B all G oes F la t i n t h e N BA * O n O cto ber 3 1, 2 006, th e N atio nal B ask etb all A sso cia tio n (N BA ) o pen ed its 5 7th s e aso n w ith n ew o ff ic ia l g am e b alls . T he n ew b all, m an ufa ctu re d b y S pald in g, f e atu re d a n ew d esig n a n d a n ew m ate ria l th at to geth er w as b elie v ed t o o ff e r b ette r g rip , fe el, a n d c o nsis te n cy th an th e p re v io us le ath er b all. T he m ate ria l is m ic ro fib er c o m posite w ith m ois tu re m an ag em en t th at p ro vid es s u perio r g rip a n d fe el th ro ughout th e c o urs e o f a g am e. A dditio nally , th e n ew c o m posite m ate ria l e lim in ate s th e n eed fo r a b re ak -in p erio d, w hic h is n ecessa ry fo r th e c u rre n t le ath er b all, a n d a ch ie v es c o nsis te n cy f ro m b all t o b all. T he N BA a n d S pald in g s u bje cte d th e b all to a rig oro us e v alu atio n p ro cess th at in clu ded la b ora to ry a n d o n-c o urt t e stin g p ro cess. E very N BA t e am r e ceiv ed t h e n ew b all a n d h ad t h e o pportu nity t o u se i t i n p ra ctic e. T he b all w as a ls o t e ste d i n t h e N BA s u m mer d ev elo pm en t l e ag ue. A t th e p re ss c o nfe re n ce a n nouncin g th e s h if t fro m le ath er to m ic ro fib er b alls , N BA c o m mis sio ner D av id S te rn p ro nounced “ T he a d van cem en t th at S pald in g h as m ad e to th e n ew g am e b all e n su re s th at th e b est b ask etb all p la y ers i n t h e w orld w ill b e p la y in g w ith t h e b est b ask etb all i n t h e w orld .” A nim al r ig h ts a d vocate s a p pla u ded th e s h if t f ro m le ath er to m ic ro fib er. S uch w as n o t th e c ase f o r th e p la y ers w ho w ould actu ally use th e new ball. G ru m bli n gs em erg ed im med ia te ly w hen tr a in in g cam ps open ed in O cto ber.
W ash in gto n W iz ard s g uard G ilb ert A re n as s a id th e n ew b ask etb all g ets s lip pery w hen it c o m es in c o nta ct e v en w ith s m all a m ounts o f s w eat. T hen M ia m i H eat c e n te r S haq uille O 'N eil s a id “ it f e els l ik e o ne o f t h ose c h eap b alls t h at y ou b uy a t a t o y s to re .” S om e p la y ers , in clu din g le ag ue M VP S te v e N ash , b eg an c o m pla in in g th at th e n ew b all w as p ro ducin g s m all c u ts o n th eir h an ds, “ It's a w fu l, (th e fric tio n b u rn s) it s li k e a n ir rita n t… so m etim es I e v en h av e to ta p e m y fin gers in p ra ctic e.” P erh ap s L eB ro n Ja m es fro m th e C le v ela n d C av alie rs b est su m med u p th e p la y ers a ttitu des to w ard th e N BA 's in tr o ductio n o f th e n ew b all w hen h e s a id “ Y ou c an c h an ge th e d re ss c o de, y ou c an m ak e o ur s h orts s h orte r, b ut w hen y ou t a k e o ur b ask etb all a w ay f ro m u s, t h at n ot a t r a n sitio n w e h an dle .” O n D ecem ber 1 , 2 006, f o ur w eek s i n to t h e s e aso n t h e N BA p la y ers u nio n f ile d a n u nfa ir l a b or p ra ctic e s u it b ecau se t h e le a g ue m an ag em en t s w itc h ed to th e n ew b all w ith out c o nsu ltin g th e p la y ers . T en d ay s la te r, th e N BA a n nounced t h at th ey w ould re v ert b ack to th e o ld le ath er b all b eg in nin g J a n uary 1 st 2 0 07. In a te rs e s ta te m en t, C om m is sio ner D av id S te rn s a id “ O ur p la y er's r e sp onse to th is p artic u la r c o m po site b all h as b een o verw helm in gly n eg ativ e a n d w e a re a ctin g a cco rd in gly .” T he f a ilu re t o c h eck w ith t h e p la y ers ( th e e n d-u se rs ) a n d g et b uy-in f o r t h e n ew b ask etb all w as l o udly c ritic iz ed b y t h e p re ss. “ H ow t h ey c o uld a ctu ally e v en g et i t t h at f a r a n d n o t h av e r u n i t b y t h e p la y ers i s j u st a n a m azin g, a m azin g e x erc is e i n i n ep titu de,” R ob F ra n kel, a L os A ngele s– base d b ra n din g e x pert t o ld B lo om berg N ew s.
* “ N BA I n tr o duces N ew G am e B all” , w ww.n ba.c o m /n ew s , p oste d 6 -2 8-2 006; H ow ard B lo om , “ T he N BA -u nev en tf u l 2 006 I I,” S ports B usin ess N ew s, w ww.s p orts b ix n ew s.b lo gsp ot.c o m . 1 2-3 0-2 006. T he co nditio ns fo r co m ple tin g an d tr a n sfe rrin g th e pro je ct sh ould be se t befo re th e pro je ct beg in s. A c o m ple te d s o ftw are p ro gra m is a g ood e x am ple o f th e n eed to w ork o ut th e d eta ils in a d van ce. I f th e u se r h as p ro ble m s u sin g t h e s o ftw are , w ill t h e c u sto m er w ith hold f in al p ay m en ts ? W ho i s r e sp onsib le f o r s u pportin g a n d t r a in in g th e u se r? If th ese co nditio ns are n ot cle arly d efin ed u p fro nt, g ettin g d eliv ery accep ta n ce can b e t r o uble so m e. 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 9 /3 9 A noth er d eliv ery ta c tic ( b rie fly m en tio ned in C hap te r 7 ) f o r a p ro je ct th at h as b een o uts o urc ed is k now n a s b uild , o w n, o pera te , a n d tr a n sfe r ( B O OT). I n th is ty pe o f p ro je ct th e c o ntr a cto r b uild s, o w ns, a n d o pera te s th e p ro je ct d eliv era b le f o r a s e t p erio d o f tim e. F or e x am ple , H alib urto n w ill o pera te a h ydro -e le ctr ic p la n t f o r s ix m onth s b efo re t u rn in g o ver o pera tio ns t o t h eir I n dia n c o unte rp arts . D urin g t h is t im e a ll t h e b ugs a re w ork ed o ut a n d c o nditio ns f o r d eliv ery a re s a tis fie d . A gain , n ote th e d eliv ery c o nditio ns n eed to b e c are fu lly s e t u p b efo re t h e p ro je ct b eg in s; i f n ot, w ra p -u p a ctiv itie s c an d ev elo p a l if e o f t h eir o w n. 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 1 0/3 9 P ag e 5 16 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d .
R ele asin g th e p ro je ct te am ty pic ally o ccu rs g ra d ually d urin g th e clo su re p hase . F or so m e p eo ple , te rm in atio n o f th eir re sp onsib le activ itie s en ds b efo re th e p ro je ct is d eliv ere d to th e c u sto m er o r u se r. R eassig nm en t fo r th ese p artic ip an ts n eed s to ta k e p la ce w ell b efo re th e fin al f in is h d ate . F or th e re m ain in g te am m em bers (fu ll o r p art tim e), te rm in atio n m ay re su lt in a n ew p ro je ct o r r e tu rn in g t o t h eir f u nctio nal j o b. S om etim es, o n p ro duct d ev elo pm en t e ff o rts , t e am m em bers w ill b e a ssig ned t o o pera tio ns p ositio ns a n d p la y a n a ctiv e ro le in th e p ro ductio n o f th e n ew p ro duct. F or c o ntr a ct p eo ple it m ay m ean th e e n d o f th eir a ssig nm en t to th is p ro je ct; in s o m e c ase s th ere m ay b e fo llo w -u p w ork o r u se r s u pport p ossib ilitie s. A s m all n um ber o f p art- tim e p artic ip an ts m ay b e r e co m men ded t o t h e u se r o rg an iz atio n t o t r a in o r o pera te n ew e q uip m en t o r s y ste m s. S in ce m an y w ork in voic es a re n ot s u bm itte d u ntil a fte r th e p ro je ct is o ff ic ia lly o ver, c lo sin g o ut c o ntr a cts is o fte n m essy a n d f ille d w ith u ntie d e n ds. F or e x am ple , it is im pro bab le a ll in voic es h av e b een f in aliz ed , b ille d , a n d p aid . F urth er, w hen c o ntr a cto rs a re u se d , th ere is a n eed to v erif y th at a ll th e c o ntr a cte d w ork h as b een d one. K eep in g c o ntr a ct re co rd s, su ch a s p ro gre ss re p orts , in voic es, c h an ge re co rd s, a n d p ay m en t re co rd s, is i m porta n t s h ould a c o m plia n ce o r l a w su it o ccu r. T oo o fte n i n t h e h aste t o m eet d ead lin es, p ap erw ork a n d r e co rd k eep in g g ets s h ort c h an ged , o nly t o c re ate m ajo r h ead ach es w hen i t c o m es t im e f o r f in al d ocu m en ta tio n. T here a re m an y m ore w ra p -u p a ctiv itie s; it is im porta n t to c o m ple te a ll o f th em . E xperie n ce h as p ro ved tim e a n d a g ain th at n ot d oin g a ll th e little c le an up ta sk s w ell w ill c re ate p ro ble m s la te r. T w o o th er e x am ple s o f c lo su re c h eck lis ts a re s h ow n in th is c h ap te r: A ppen dix 1 4.1 p re se n ts a n e x am ple u se d b y th e s ta te o f V ir g in ia a n d A ppen dix 1 4.2 p re se n ts a n a b rid ged c lo su re c h eck lis t fo r th e E uro C onvers io n p ro je ct. T he fin al w ra p -u p a ctiv ity o f c lo su re th at p ro vid es a c le ar s ig nal th at th e p ro je ct is tr u ly o ver is s u bm is sio n o f th e fin al p ro je ct r e p ort.
C re a tin g t h e F in al R ep ort T he fin al pro je ct re p ort su m mariz es pro je ct perfo rm an ce an d pro vid es use fu l in fo rm atio n fo r co ntin uous i m pro vem en t. A lth ough th e f in al r e p ort w ill b e c u sto m iz ed to y our p ro je ct a n d o rg an iz atio n, th e c o nte n t o f th e f in al r e p ort ty pic ally in clu des th e f o llo w in g to pic s: e x ecu tiv e s u m mary , r e v ie w a n d a n aly sis , r e co m men datio ns, l e sso ns l e arn ed , a n d a p pen dix .
E xecu tiv e S um mary T his su m mary sim ply hig hlig hts th e key fin din gs an d fa cts re la tin g to th e pro je ct i m ple m en ta tio n. F or e x am ple , th e p ro je ct g oals fo r th e c u sto m er w ere m et, o r n ot. A re s ta k eh old ers s a tis fie d t h at th eir s tr a te g ic in te n ts h av e b een m et? W hat h as b een u se r re actio n to q uali ty o f th e d eliv era b le s? A re th e p ro je ct d eliv era b le s b ein g u se d a s in te n ded a n d p ro vid in g th e e x pecte d b en efits ? F in al tim e, c o st, a n d s c o pe p erfo rm an ces a re lis te d . A ny m ajo r p ro ble m s e n co unte re d a n d a d dre sse d a re n ote d . K ey le sso ns le arn ed a re i d en tif ie d .
R evie w a n d A naly sis D ata a re c o lle cte d to re co rd th e p ro je ct h is to ry , m an ag em en t p erfo rm an ce, a n d le sso ns l e arn ed to im pro ve f u tu re p ro je cts . A naly sis e x am in es in d eta il th e u nderly in g c au se s o f p ro ble m s, is su es, a n d s u ccesse s. T he a n aly sis s e ctio n i n clu des s u ccin ct, f a ctu al r e v ie w s ta te m en ts o f t h e p ro je ct— fo r e x am ple , p ro je ct m is sio n a n d o bje ctiv es, p ro ced ure s a n d s y ste m s u se d , a n d o rg an iz atio nal r e so urc es u se d . I t i s c o m mon t o c o lle ct d ata fro m th e o rg an iz atio nal v ie w a n d fro m th e te am v ie w . T he p ro je ct o ff ic e o r c lo su re fa cilita to rs o fte n u se q uestio nnair e s a n d s u rv ey s t o p ic k u p o n i s su es a n d e v en ts t h at n eed t o b e e x am in ed f u rth er. F or e x am ple , “ W as 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 1 1 /3 9 P ag e 5 17 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . t h e o rg an iz atio nal c u ltu re s u pportiv e a n d c o rre ct fo r th is ty pe o f p ro je ct? W hy? W hy n ot? ” O r, “ D id t h e t e am h av e a d eq uate a ccess t o o rg an iz atio nal r e so urc es— peo ple , b udget, s u pport g ro ups, e q uip m en t? ” T he p ro je ct o ff ic e a ls o p ro vid es p ro je ct s c h ed ule s, c o st c o m paris o ns, s c o pe d ata , a n d o th er n eed ed d ata t o t e ll t h e s to ry o f p erfo rm an ce. T his i n fo rm atio n i s u se d t o c re ate a f in al p ro je ct r e p ort.
R eco m men datio n s U su ally , re v ie w re co m men datio ns re p re se n t m ajo r im pro vem en t a ctio ns th at s h ould ta k e p la ce. T hey a re o fte n t e ch nic al i n n atu re a n d f o cu s o n s o lu tio ns t o p ro ble m s t h at s u rfa ced . F or e x am ple , t o a v oid r e w ork , th e r e p ort f o r a c o nstr u ctio n p ro je ct r e co m men ded s h if tin g to m ore r e silie n t b uild in g m ate ria l. I n o th er c ase s, t h ey m ay i n clu de t e rm in atin g o r s u sta in in g v en dor o r c o ntr a cto r r e la tio nsh ip s.
L esso n s L ea rn ed P erh ap s l e sso ns l e arn ed a re t h e m ost v alu ab le c o ntr ib utio n o f t h e c lo su re p ro ce ss. G iv en t h e p ro cess e v alu atio n a n d i n put f ro m t h e s ta k eh old er m eetin gs, l e sso ns l e arn ed s h ould b e s u ccin ctly a n d c le arly s e t o ut. S tr e ss t h e n eed t o h elp o th ers i n f u tu re p ro je cts . I n p ra ctic e, n ew p ro je ct t e a m s s tu dyin g p ast p ro je ct r e p orts s im ila r to th e p ro je c t th ey a re a b out to s ta rt h av e fo und p ast re v ie w re p orts v ery u se fu l. T eam m em bers w ill f re q uen tly re m ark la te r, “ T he re co m men datio ns w ere g ood, b ut th e ‘le sso ns le arn ed ’ s e ctio n re ally h elp ed u s a v oid m an y p itf a lls a n d m ad e o ur p ro je ct im ple m en ta tio n s m ooth er.” I t is f o r p re cis e ly th is r e aso n th at le sso ns l e arn ed in th e fo rm o f p ro je ct re tr o sp ectiv es h av e ta k en o n g re ate r p ro m in en ce in th e fie ld a n d w arra n t a n e x te n ded d is c u ssio n a t t h e e n d o f t h is c h ap te r. S ee S nap sh ot f ro m P ra ctic e: L esso ns L earn ed f ro m K atr in a.
A ppen dix T he a p pen dix m ay i n clu de b ack up d ata o r d eta ils o f a n aly sis t h at w ould a llo w o th ers t o f o llo w u p i f t h ey w is h ed . It s h ould n ot b e a d um pin g g ro und u se d fo r fille r; o nly c ritic al p ertin en t in fo rm atio n s h ould b e a tta ch ed .
P ost- Im ple m en ta tio n E valu atio n T he p urp ose o f p ro je ct e v alu atio n is to a sse ss h ow w ell th e p ro je ct te am , te am m em bers , a n d p ro je ct m an ag er p erfo rm ed .
T ea m E valu atio n E valu atio n o f p erfo rm an ce is esse n tia l to en co ura g e ch an ges in b eh av io r an d to su pport in div id ual care er d ev elo pm en t a n d c o ntin uous im pro vem en t th ro ugh o rg an iz atio nal le arn in g. E valu atio n im plie s m easu re m en t a g ain st s p ecif ic c rite ria . E xperie n ce c o rro bora te s th at b efo re c o m men cem en t o f a p ro je ct, th e s ta g e m ust b e s e t s o ex pecta tio ns, sta n dard s, su pportiv e org an iz atio nal cu ltu re , an d co nstr a in ts are in pla ce; if not, th e e ff e ctiv en ess o f t h e e v alu atio n p ro cess w ill s u ff e r. I n a m acro s e n se , th e e v id en ce to day s u ggests th at p erfo rm an ce e v alu atio n is n ot d one w ell. S ee R ese arc h H ig hlig ht: M easu re s o f T eam P erfo rm an ce. T he m ajo r r e aso ns c ite d b y p ra ctitio ners a re t w ofo ld : 1 . E valu atio ns o f i n div id uals a re s till l e ft t o s u perv is o rs o f t h e t e am m em ber's h om e d ep artm en t. 2 . T ypic al m easu re s o f t e am p erfo rm an ce c en te r o n t im e, c o st, a n d s p ecif ic atio ns. M ost o rg an iz atio ns d o n ot g o b ey ond th ese m easu re s, a lth ough th ey a re im porta n t a n d c ritic al. O rg an iz atio ns s h ould c o nsid er e v alu atin g th e te am -b uild in g p ro cess, e ff e ctiv en ess o f g ro up d ecis io n a n d p ro ble m -s o lv in g p ro cesse s, g ro up c o hesio n, tr u st a m ong te am m em bers , a n d q uality o f in fo rm atio n e x ch an ged . M easu re m en t o f c u sto m er a n d u se r s a tis fa ctio n w ith p ro je ct d eliv era b le s ( i.e ., t h e p ro je ct r e su lts ) i s o fte n m is se d c o m ple te ly . Y et, p ro je ct su ccess dep en ds sig nif ic an tly on sa tis fy in g th ese tw o very im porta n t gro ups. T he quality of th e d eliv era b le s i s t h e r e sp onsib ility o f t h e t e am . 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 1 2/3 9 P ag e 5 18 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . S N APSH OT F R O M P R A CTIC E L esso ns L earn ed f ro m K atr in a * O n A ugust 2 5, 2 005, w in ds o f 1 45 m ile s p er h our a n d ra in s c o vere d 8 0 p erc en t o f N ew O rle an s w ith s o m e a re as u nder 2 0 fe et o f w ate r. H urric an e K atr in a d is p ers e d h av oc o n e v ery c o rn er o f N ew O rle an s. In its tr a il it le ft o ver 1 ,3 00 p eo ple d ead in L ouis ia n a a n d M is sis s ip pi. K atr in a w ill lo ng b e re m em bere d a s th e c o stlie st a n d m ost d ead ly h urric an e e v er r e co rd ed i n t h e U nite d S ta te s. R esp onse c am e f ro m m an y d if f e re n t g ro ups f ro m w ith in th e c o untr y a n d f ro m o th er c o untr ie s. K atr in a a ls o d re w t h e la rg est re sp onse o f T he N atio nal G uard to a n atio nal e m erg en cy in h is to ry . G overn ors fro m e v ery sta te se n t N atio nal G uard tr o ops to s u pport a n d a ssis t th e s ta te o f M is sis sip pi. B y S ep te m ber 8 , 5 1,0 00 tr o ops w ere r e sp ondin g t o t h e e m erg en cy. M an y o th er n onpro fit g ro up s o ff e re d h elp i n a v arie ty o f w ay s— fo od, s h elte r, f in an cia l, h ealth c are , a n d tr a n sp orta tio n. G ro ups th at c o ntr ib ute d s u pport h av e re v ie w ed th eir e ff o rts to s e e w hat le sso ns le arn ed c an b e u se d t o i m pro ve f u tu re e m erg en cy e ff o rts . T he r e su lts o f t h e r e v ie w o f T he N atio nal G uard e ff o rts f o llo w h ere : T hre e o f t h e k ey l e sso ns f ro m T he N atio nal G uard r e tr o sp ectiv e a re d esc rib ed . L ack o f e q uip m en t w as o ne o f t h e b ig gest p ro ble m s— esp ecia lly c o m munic a tio n e q uip m en t. A bility t o c o m munic a te a m ong t h e m any d iffe re n t s u ppo rt g ro ups ( e .g ., c iv ilia n a nd m ilita ry ) w as t h w arte d b y i n co m patib le s y ste m s o r s im ple l a ck o f a va ila b ility . A ctio n I te m : $ 1.3 b illio n h as b een a u th oriz ed f o r n ew e q u ip m en t t h at i s c o m patib le a c ro ss m ajo r e m erg en cy g ro ups.
L ack o f p ro to co ls a nd s ta ndard iz a tio n o f r e p o rts , g ra phic s, a nd c o m munic a tio n c a use d d ela ys a nd p oor c o ord in atio n a m ong t h e m any s u pport g ro up s. A ctio n I te m : A s in gle s ta n dard p ro to co l f o r a ll s ta te s i s n ow b ein g a p plie d . T he N atio nal G uard i s u nder s ta te c o ntr o l. G uard t r o ops i n te g ra te d q uic kly i n to t h e h ost- s ta te c o m mand s tr u ctu re s a nd c o opera tio n e n su ed . A ctio n I te m : M ain ta in s ta tu s q uo. B ecau se G uard s o ld ie rs a re c o ntr o lle d b y t h e s ta te s, t h ey w ere e m po w ere d t o e n fo rc e c iv il l a w s, s o m eth in g f e d era l t r o ops a re p ro hib ite d f ro m d oin g, e x cep t u nder th e p ro vis io ns o f th e in su rre ctio n la w s. F ortu nate ly , c o ord in atio n a n d c o opera tio n a m ong sta te a n d fe d era l tr o op c o m man d w ork re aso nab ly w ell. H ow ev er, th e fe d era l a g en cie s (e .g ., H om ela n d S ecu rity ) need to in co rp ora te th e G uard in to pla n nin g an d pre p ara tio n fo r th e fe d era l re sp onse to c ata str o phic d is a ste rs . L esso ns le a rn ed f ro m th e K atr in a d is a ste r a re n o t li m it e d to th e m ilita ry . A lm ost e v ery a g en cy a n d s u pport g ro up, s u ch a s in div id uals , c o m munitie s, c h urc h es, a n d o th er g ro ups, h av e d ev elo ped le sso ns le arn ed fro m th eir p ro je ct r e sp onse e x perie n ce. F or e x am ple , th e R ed C ro ss a n d s ta te g u ard h av e b ette r p la n s f o r h an dlin g th ousa n ds o f p eo ple p ro ble m s in volv in g s h elte r, e v acu atio n, a n d m ed ic al a ssis ta n ce. T hese le sso ns le arn ed f ro m K atr in a a re r e ad y to g o a n d s h ould b e e n orm ously h elp fu l i n f u tu re h u rric an e s itu atio ns.
* L es A . M eln yk, “ K atr in a L esso ns L earn ed ,” S old ie rs M agazin e , J u ne 2 0, 2 006 a n d “ L esso ns L earn ed f ro m K atr in a: P re p arin g Y our I n stitu tio n f o r a C ata str o phic E ven t.” F ed era l D ep osit I n su ra n ce C orp ora tio n i s t h e s o urc e o f t h is i n fo rm atio n. 1 /2 0/0 8 B efo re a n e v alu atio n o f th e p ro je ct te am c an b e e ff e ctiv e a n d u se fu l, a m in im um c o re o f c o nditio ns n eed s to b e in p la ce b efo re th e p ro je ct b eg in s (s e e C hap te r 1 1 ) . S om e ty pic al c o nd itio ns a re lis te d h ere in th e fo rm o f 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 1 3/3 9 q uestio ns: 1 . D o s ta n dard s f o r m easu rin g p erfo rm an ce e x is t? ( Y ou c an 't m an ag e w hat y ou c an 't m easu re .) A re t h e g oals c le ar f o r t h e t e am a n d i n div id uals ? C halle n gin g? A tta in ab le ? L ead t o p ositiv e c o nse q uen ces? 2 . A re i n div id ual a n d t e am r e sp onsib ilitie s a n d p erfo rm an ce s ta n dard s k now n b y a ll t e am m em bers ? 3 . A re t e am r e w ard s a d eq uate ? D o t h ey s e n d a c le ar s ig nal t h at s e n io r m an ag em en t b elie v es t h at t h e s y nerg y o f t e am s i s i m porta n t? 4 . I s a c le ar c are er p ath f o r s u ccessfu l p ro je ct m an ag ers i n p la ce? 5 . I s t h e t e am e m pow ere d t o m an ag e s h ort- te rm d if f ic u ltie s? 6 . I s t h ere a r e la tiv ely h ig h l e v el o f t r u st e m an atin g f ro m t h e o rg an iz atio nal c u ltu re ? 7 . T eam e v alu atio n s h ould g o b ey ond t im e, c o st, a n d s p ecif ic atio ns. A re t h ere c rite ria b ey ond t h e c o nstr a in t c rite ria ? C re atio n o f p ro je ct d eliv era b le s w ould b e a g ood p la ce t o s ta rt. T he “ ch ara cte ris tic s o f h ig hly e ff e ctiv e t e am s” f ro m C hap te r 1 1 c an e asily b e a d ap te d a s m easu re m en ts o f t e am p erfo rm an ce. 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 1 4/3 9 P ag e 5 19 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . R ese arc h H ig hlig ht M ea su re s o f T ea m P erfo rm an ce * I f te a m ev alu atio n is n ot d one w ell in p ra c tic e, h o w b ad is it ? Jo se p h F usc o su rv ey ed 1 ,6 67 p ro je ct m an ag ers r e p re se n tin g 1 34 d if f e re n t p ro je cts . F if ty -tw o p erc en t o f th e re sp onden ts in dic ate d th eir te am re ceiv ed n o c o lle ctiv e e v alu atio n o f th eir te am p erfo rm an ce. O f th e 2 2 p erc en t w ho in dic ate d th eir te am w as e v alu ate d , fu rth er p ro bin g f o und th eir ev alu atio n w as in fo rm al, la stin g little m ore th an 2 0 m in ute s. T his ap pare n t la ck o f te am ev alu atio n p ra ctic es m ay b e se n din g th e w ro ng sig nal. In div id ual te am m em bers c an slo ugh o ff p oor te am p erfo rm an ce b y r e ly in g o n th e o ld s a y in g, “ I d id m y jo b.” S tr o ng te am e v alu atio n p ra ctic es n eed to e m ph asiz e te am m em bers a re “ in t h is t o geth er,” w hile m in im iz in g i n div id ual p erfo rm an ce. N early e v ery c o m pan y i n F usc o 's s u rv ey l a ck ed a n e ff e ctiv e p ro je ct m an ag em en t r e w ard s y ste m .
* J o se p h F usc o , “ B ette r P olic ie s P ro vid e t h e K ey t o I m ple m en tin g P ro je ct M an ag em en t,” P ro je ct M anagem en t J o urn al, V ol. 2 8, N o. 3 , S ep te m ber 1 997, p . 3 8. T he “ in -p la ce c o nditio ns” w ill s u pport a n y e v alu atio n a p pro ach f o r t e am s a n d t h eir m em bers . I n p ra ctic e , th e a ctu al te am e v alu atio n p ro cess ta k es m an y f o rm s— esp ecia lly w hen e v alu atio n g oes b ey ond t im e, b udget, a n d s p ecif ic atio ns. T he ty pic al m ech an is m f o r e v alu atio n o f te am s is a s u rv ey a d m in is te re d b y a c o nsu lta n t, a s ta ff m em ber fro m th e h um an re so urc es d ep artm en t, o r th ro ugh c o m pute r e -m ail. T he s u rv ey is n orm ally re str ic te d to te am m em bers , b u t in s o m e c ase s, o th er p ro je ct s ta k eh old ers in te ra ctin g w ith th e te am m ay b e in clu ded in th e s u rv ey. A n e x am ple o f a p artia l s u rv ey is fo und in T ab le 1 4.2 . A fte r th e re su lts a re t a b ula te d , t h e t e am m eets w ith t h e f a cilita to r a n d/o r s e n io r m an ag em en t, a n d t h e r e su lts a re r e v ie w ed . T his s e ssio n is c o m para b le to th e te am -b uild in g s e ssio ns d esc rib ed in C hap te r 1 1 , e x ce p t th at th e f o cu s is o n u sin g th e s u rv ey re su lts to a sse ss th e d ev elo pm en t o f th e te am , its s tr e n gth s a n d w eak nesse s, a n d th e le sso ns t h at c an b e a p plie d to fu tu re p ro je ct w ork . T he re su lts o f te am e v alu atio n su rv ey s a re h elp fu l in c h an gin g b eh av io r to b ette r su pport te am co m munic atio n, th e te am ap pro ach , an d co ntin uous im pro vem en t o f te am p erfo rm an ce.
T A BLE 1 4.2 S am ple T ea m E valu atio n a n d F eed back S urv ey 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 1 5/3 9 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 1 6/3 9 P ag e 5 20 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . S N APSH OT F R O M P R A CTIC E T he 3 60-D eg re e F eed back * M ore a n d m ore c o m pan ie s a re d is c ard in g th e tr a d itio nal su perio r- s u bord in ate p erfo rm an ce fe ed back p ro cess a n d r e p la cin g it w ith 3 60-d eg re e fe ed back s y ste m s. T he 3 6 0-d eg re e fe ed back a p pro ach g ath ers b eh av io ra l o bse rv atio ns f ro m m an y so urc es w ith in th e o rg an iz atio n a n d in clu des e m plo yee se lf -a sse ssm en t. T he in div id ual c o m ple te s th e s a m e str u ctu re d ev alu atio n pro cess th at su p erio rs , pro je ct te am m em bers , peers an d, in m an y case s, ex te rn al c u sto m ers u se to e v alu ate a p erfo rm an ce. S urv ey q uestio nnair e s, a u gm en te d b y a fe w o pen -e n ded q uestio ns, a re t y pic ally u se d t o g ath er i n fo rm atio n. S um mary r e su lts a re c o m pare d a g ain st o rg an iz atio nal s tr a te g ie s, v alu es, a n d b u sin ess o b je ctiv es. T he f e ed back is c o m munic ate d to th e in div id ual w ith th e assis ta n ce o f th e co m pan y's h u m an re so urc e d ep artm en t o r an o uts id e c o nsu lta n t. T he te ch niq ue is u se d b y a g ro w in g n um ber o f fir m s in clu din g G en era l E le ctr ic , A T& T, M obil O il, N ab is c o , H ew le tt- P ack ard , a n d W arn er- L am bert. T he obje cti v e of th e 360-d eg re e pro cess is to id en tif y are as fo r in div id ual im pro vem en t. W hen an onym ous f e ed back s o lic ite d fro m o th ers is c o m pare d w ith th e in div id ual's s e lf -e v alu atio ns, th e in div id ual m ay fo rm a m ore r e alis tic p ic tu re o f h er s tr e n gth s a n d w eak nesse s. T his m ay p ro m pt b eh av io ra l c h an ge if th e w eak nesse s id en tif ie d w ere p re v io usly u nknow n to th e in div id ual. S o, fo r ex am ple , a p ro je ct m an ag er w ho th in ks h e d ele g ate s w ork e ff e ctiv ely fo und o ut th at h is su bord in ate s d is a g re e. T his c a u se d h im to re th in k h o w h e d ele g ate s a n d d ecid e to d ele g ate m ore a n d s o oner. M an y fir m s o bta in fe ed back fro m in te rn al a n d e x te rn al p ro je ct c u sto m ers . F or e x am ple , a c lie n t m ay e v alu ate a p ro je ct m an ag er o r m em ber o f th e p ro je ct te am a c co rd in g to , “ H ow e ff e ctiv ely d oes th e in div id ual g et th in gs d one w ith out c re a tin g u nnecessa ry a d vers a ria l re la tio nsh ip s? ” In co rp ora tin g c u sto m er fe ed back in th e e v alu atio n p ro cess u nders c o re s c o lla b ora tio n a n d t h e i m porta n ce o f c lie n t e x pecta tio ns i n d ete rm in in g p ro je ct s u ccess.
* B ria n O 'R eilly , “ 3 60 F eed back C an C han ge Y our L if e ,” F ortu ne, O cto ber, 1 7, 1 994, p p. 9 3–100; R obert H off m an , “ T en R easo ns Y ou S hould B e U sin g 3 60 D eg re e F eed back ,” H R M agazin e, A pril 1 995, p p. 8 2–85; D ic k C och ra n , “ F in ally , a W ay t o C om ple te ly M easu re P ro je ct M an ag er P erfo rm an ce,” P M N etw ork , S ep te m ber 2 000, p p. 7 5–80. I n div id ual, T ea m M em ber, a n d P ro je ct M an ager P erfo rm an ce R ev ie w s O rg an iz atio ns v ary in th e e x te n t to w hic h th eir p ro je ct m an ag ers a re a ctiv ely in volv ed in th e a p pra is a l p ro cess o f te am m em bers . In o rg an iz atio ns w here p ro je cts a re m an ag ed w ith in a fu nctio nal o rg an iz atio n, th e te am m em ber's a re a m an ag er, n ot th e p ro je ct m an ag er, is re sp onsib le fo r a sse ssin g p erfo rm an ce. T he a re a m an ag er m ay so lic it th e p ro je ct m an ag er's o pin io n o f th e in div id ual's p erfo rm an ce o n a sp ecif ic p ro je ct; th is w ill b e f a cto re d in to th e in div id ual's o vera ll p erfo rm an ce. In a b ala n ced m atr ix , th e p ro je ct m an ag er an d th e are a m an ag er jo in tly e v alu ate a n in div id ual's p erfo rm an ce. I n p ro je ct m atr ix a n d p ro je ct o rg an iz atio ns in w hic h th e l io n's sh are of th e in div id ual's w ork is pro je ct re la te d , th e pro je ct m an ag er is re sp onsib le fo r ap pra is in g i n div id ual p erfo rm an ce. O ne p ro cess th at a p pears to b e g ain in g w id er a ccep ta n ce is th e m ulti- ra te r a p pra is a l o r “ 3 60-d eg re e fe ed back ,” w hic h in volv es s o lic itin g fe ed back c o ncern in g te am m em bers ’ p erfo rm an ce fro m a ll t h e peo ple th eir w ork aff e cts . T his w ould in clu de not only pro je ct an d are a m an ag ers , but als o peers , s u bord in ate s, a n d e v en c u sto m ers . S ee S nap sh ot f ro m P ra ctic e: T he 3 60-D eg re e F eed back . P erfo rm an ce a p pra is a ls g en era lly fu lf ill tw o im porta n t fu nctio ns. T he fir s t is d ev elo pm en ta l in n atu re : th e f o cu s is on id en tif y in g in div id ual str e n gth s an d w eak nesse s an d dev elo pin g actio n pla n s fo r im pro vin g 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 1 7/3 9 p erfo rm an ce. T he s e co nd i s e v alu ativ e a n d i n volv es a sse ssin g h ow w ell t h e p ers o n h as p erfo rm ed i n o rd er t o 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 1 8/3 9 P ag e 5 21 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . d ete rm in e s a la ry o r m erit a d ju stm en ts . T hese tw o fu nctio ns a re n ot c o m patib le . E m plo yees, in t h eir eag ern ess to fin d out how m uch pay th ey w ill re ceiv e, te n d to tu ne out co nstr u ctiv e f e ed back o n h ow th ey can im pro ve th eir p erfo rm an ce. L ik ew is e , m an ag ers te n d to b e m ore c o ncern ed w ith ju stif y in g th eir d ecis io n th an e n gag in g in a m ean in gfu l d is c u ssio n o n h ow th e e m plo yee c an i m pro ve h is o r h er p erfo rm an ce. It is d if f ic u lt to b e b oth a c o ach a n d a ju dge. A s a re su lt, s e v era l e x perts o n p erfo rm an ce a p pra is a l s y ste m s re co m men d th at o rg an iz atio ns s e p ara te p erfo rm an ce re v ie w s, w hic h fo cu s o n i n div id ual im pro vem en t, a n d p ay re v ie w s, w hic h a llo cate th e d is tr ib utio n o f re w ard s (c f., R om an off , 1 989; L ath am a n d W ex le y, 2 003). I n s o m e m atr ix o rg an iz atio ns, p ro je ct m an ag ers c o nduct th e p erfo rm an ce re v ie w s, w hile a re a m an ag ers a re r e sp onsib le f o r p ay r e v ie w s. I n o th er c ase s, p erfo rm an ce r e v ie w s a re p art o f t h e p ro je ct c lo su re p ro cess, a n d p ay r e v ie w s a re th e p rim ary o bje ctiv e o f th e a n nual p erfo rm an ce a p pra is a l. O th er o rg an iz atio ns a v oid th is d ile m ma b y a llo catin g o nly g ro up r e w ard s f o r p ro je ct w ork a n d p ro vid in g a n nual a w ard s f o r i n div id ual p erfo rm an ce. T he r e m ain in g d is c u ssio n is d ir e cte d a t re v ie w s d esig ned to im pro ve p erfo rm an ce b ecau se p ay re v ie w s a re o fte n o uts id e t h e j u ris d ic tio n o f t h e p ro je ct m an ag er.
I n div id u al R evie w s O rg an iz atio ns e m plo y a w id e ra n ge o f m eth ods to re v ie w in div id ual p erfo rm an ce o n a p ro je ct. In g en era l, r e v ie w m eth ods o f in div id ual p erfo rm an ce c en te r o n th e te ch nic al a n d s o cia l s k ills b ro ught to th e p ro je ct a n d t e am . S om e o rg an iz atio ns re ly s im ply o n a n in fo rm al d is c u ssio n b etw een th e p ro je ct m an ag er a n d th e p ro je ct m em ber. O th er o rg an iz atio ns r e q uir e p ro je ct m an ag ers t o s u bm it w ritte n e v alu ati o ns t h at d esc rib e a n d a sse ss a n i n div id ual's p erfo rm an ce o n a p ro je ct. M an y o rg an iz atio ns u se ra tin g sc ale s sim ila r to th e te am e v alu atio n s u rv ey in w hic h th e p ro je ct m an ag er ra te s th e in div id ual a cco rd in g to a c erta in s c ale (i.e ., fro m 1 to 5 ) o n a n um ber o f r e le v an t p erfo rm an ce d im en sio ns ( i.e ., te am work , c u sto m er r e la tio ns). S om e o rg an iz atio ns a u gm en t t h ese r a tin g s c h em es w ith b eh av io ra lly a n ch ore d d esc rip tio ns o f w hat c o nstitu te s a 1 r a tin g, a 2 r a tin g, a n d s o f o rth . E ach m eth od h as its s tr e n gth s a n d w eak nesse s, a n d, u nfo rtu nate ly , in m an y o rg an iz atio ns th e a p pra is a l s y ste m s w ere d esig ned to s u pport m ain str e am o pera tio ns a n d n ot u niq ue p ro je ct w ork . T he b otto m lin e is th at p ro je ct m an ag ers h av e t o u se a s b est t h ey c an t h e p erfo rm an ce r e v ie w s y ste m m an date d b y t h eir o rg an iz atio n. R eg ard le ss o f th e m eth od, th e p ro je ct m an ag er n eed s to s it d ow n w ith e ach te am m em ber a n d d is c u ss h is o r h er p erfo rm an ce. H ere a re s o m e g en era l t ip s f o r c o nductin g p erfo rm an ce r e v ie w s: A lw ay s b eg in t h e p ro cess b y a sk in g t h e i n div id ual t o e v alu ate h is o r h er c o ntr ib utio ns t o t h e p ro je ct. F ir s t, t h is a p pro ach m ay y ie ld v alu ab le i n fo rm atio n t h at y ou w ere n ot a w are o f. S eco nd, t h e a p pro ach m ay p ro vid e a n e arly w arn in g f o r s itu atio ns i n w hic h t h ere i s d is p arity i n a sse ssm en ts . F in ally , t h is m eth od r e d uces t h e j u dgm en ta l n atu re o f t h e d is c u ssio n.
A void , w hen p ossib le , d ra w in g c o m paris o ns w ith o th er t e am m em bers ; r a th er, a sse ss t h e i n div id ual i n t e rm s o f e sta b lis h ed s ta n dard s a n d e x pecta tio ns. C om paris o ns t e n d t o u nderm in e c o hesio n a n d d iv ert a tte n tio n a w ay f ro m w hat t h e i n div id ual n eed s t o d o t o i m pro ve p erfo rm an ce.
W hen y ou h av e t o b e c ritic al, f o cu s t h e c ritic is m o n s p ecif ic e x am ple s o f b eh av io r r a th er t h an o n t h e i n div id ual p ers o nally . D esc rib e i n s p ecif ic t e rm s h ow t h e b eh av io r a ff e cte d t h e p ro je ct. 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 1 9/3 9 P ag e 5 22 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . B e c o nsis te n t a n d f a ir i n y our t r e atm en t o f a ll t e am m em bers . N oth in g b re ed s r e se n tm en t m ore t h an i f , t h ro ugh t h e g ra p ev in e, i n div id uals f e el t h ey a re b ein g h eld t o a d if f e re n t s ta n dard t h an a re o th er p ro je ct m em bers .
T re at t h e r e v ie w a s o nly o ne p oin t i n a n o ngoin g p ro cess. U se i t t o r e ach a n a g re em en t a s t o h ow t h e i n div id ual c an i m pro ve h is o r h er p erfo rm an ce. B oth m an ag ers a n d s u bord in ate s m ay d re ad a f o rm al p erfo rm an ce r e v ie w . N eith er s id e f e els c o m fo rta b le w ith t h e e v alu ativ e n atu re o f th e d is c u ssio n a n d th e p ote n tia l fo r m is u nders ta n din g a n d h urt fe elin gs. M uch o f th is a n xie ty c an b e a lle v ia te d if th e p ro je ct m an ag er is d oin g h er jo b w ell. P ro je ct m an ag ers s h ould b e c o nsta n tly g iv in g te am m em bers f e ed back th ro ughout th e p ro je ct s o th at in div id ual te am m em bers c an h av e a p re tty g ood i d ea h ow w ell th ey h av e p erfo rm ed a n d h ow th e m an ag er fe els b efo re th e fo rm al m eetin g. P ost- p ro je ct a n gst c an b e a v oid ed if p re -p ro je ct e x pecta ti o ns a re d is c u sse d b efo re th e p ro je ct a n d re g ula rly re en fo rc ed d urin g p ro je ct p erfo rm an ce. W hile in m an y c ase s th e sa m e p ro cess th at is a p plie d to re v ie w in g th e p erfo rm an ce o f te am m em bers is a p plie d to e v alu atin g th e p ro je ct m an ag er, m an y o rg an iz atio ns a u gm en t th is p ro cess, g iv en th e im porta n ce o f t h e p ositio n to th eir o rg an iz atio n. T his is w here c o nductin g th e 3 60-d eg re e r e v ie w is b eco m in g m ore p opula r. I n p ro je ct- d riv en o rg an iz atio ns, th e p ro je ct o ff ic e ty pic ally w ill b e re sp onsib le fo r c o lle ctin g in fo rm atio n o n a s p ecif ic p ro je ct m an ag er fro m c u sto m ers , v en dors , te am m em bers , p eers , a n d o th er m an ag ers . T his a p pro ach h as t r e m en dous p ro m is e f o r d ev elo pin g m ore e ff e ctiv e p ro je ct m an ag ers ( C och ra n , 2 000). I n a d ditio n t o p erfo rm an ce r e v ie w s, d ata a re c o lle cte d f o r p ro je ct r e tr o sp ectiv es, w hic h c an p re se n t s itu atio ns t h at m ay in flu en ce p erfo rm an ce. In th ese situ atio ns p erfo rm an ce e v alu atio ns sh ould re co gniz e a n d n ote th e u nusu al s itu atio n.
R etr o sp ectiv es W hy R etr o sp ectiv es?
L esso n s l e a rn ed r e p re se n t a n a na ly sis c a rrie d o ut d urin g a nd s h ortly a fte r t h e p ro je ct l ife c ycle ; t h ey a tte m pt t o c a ptu re p ositiv e a nd n eg ativ e p ro je ct le a rn in g. T hat is , “w hat w ork ed an d w hat d id n't ? ” L esso ns le arn ed ( p ostm orte m s, p ost- p ro je ct re v ie w , o r w hate v er n am e y ou ch oose to u se ) h av e lo ng b een p art o f p ro je ct m an ag em en t. P ete r S en ge's T he F ifth D is c ip lin e: T he A rt a nd P ra ctic e o f th e L ea rn in g O rg aniz a tio n (1 990) d re w a tte n tio n t o i n stitu tio naliz in g o rg an iz atio nal l e arn in g. A lth ough th e p ast p ro cesse s h av e b een u se fu l f o r c lo su re a n d le sso ns le arn ed , s a d ly th eir r e al v alu e h as n ot b een e x plo ite d . L arg e, m ultin atio nal c o m pan ie s w ith p ro je cts s p re ad a cro ss t h e g lo be h av e b een d is a p poin te d i n t h eir f a ilu re to e ff e ctiv ely m in e le sso ns le arn ed . S m alle r o rg an iz atio ns o bse rv ed , th ey to o w ere n ot r e ap in g th e g old en r e w ard s o f le sso ns le arn ed . T he s a m e m is ta k es c o ntin ue y ear a fte r y ear. I n th e w ord s o f o ne e x ecu tiv e:
“ L esso ns le arn ed a re w orth th eir w eig ht in g old . I d o n ot u nders ta n d w hy w e d on't d o a b ette r jo b n urtu rin g, d is p ers in g, a n d im ple m en tin g le sso ns le arn ed .” T he p ro cesse s f o r c ap tu rin g le sso ns le arn ed c o ntin ue to e v olv e, b ut th ere are still m an y barrie rs to eff e ctiv ely m in in g th e le sso ns le arn ed th at hav e been id en tif ie d by p ra ctitio ners . A f e w o f t h e m ost u biq uito us b arrie rs a re n ote d h ere . T he m ost c o m mon r e aso n g iv en f o r n ot c re atin g l e sso ns l e arn ed i s l a ck o f t im e.
M ost l e sso ns l e arn ed a re c ap tu re d w hen t h e p ro je ct i s c o m ple te ; t e am s g et l ittle d ir e ctio n o r s u pport a fte r t h e l e sso ns a re r e p orte d . 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 2 0/3 9 P ag e 5 23 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . L esso ns l e arn ed o fte n d eg en era te i n to b la m e s e ssio ns t h at b ecam e e m otio nally d am ag in g.
L esso ns l e arn ed a re n ot b ein g u se d a cro ss d if f e re n t l o catio ns.
L esso ns l e arn ed w hile i m ple m en tin g t h e p ro je ct a re s e ld om u se d t o i m pro ve t h e r e m ain in g w ork i n t h e p ro je ct.
T oo o fte n t h e l e sso ns l e arn ed a re n ot u se d i n f u tu re p ro je cts b ecau se t h e o rg an iz atio nal c u ltu re f a ils t o r e co gniz e t h e v alu e o f l e arn in g. W hat is n eed ed to o verc o m e th ese b arrie rs is a m eth odolo gy a n d m an ag em en t p hilo so phy to e n su re le sso ns l e arn ed a re id en tif ie d , u tiliz ed , a n d b eco m e a s ig nif ic an t p art o f th e p ro je ct m an ag em en t o rg an iz atio nal c u ltu re .
T he k ey s a re to tu rn le sso ns le arn ed in to a ctio ns ta k en a n d to h av e s o m eo ne o w n th e le sso n. O ne e ff o rt th at a p pears t o a d dre ss t h e b arrie rs a n d o ff e r a s o lu tio n i s r e tr o sp ectiv es. T he m ilita ry h as l o ng u se d r e tr o sp ectiv es t o i m pro ve th eir o pera tio ns (e .g ., a fte r e ach m an eu ver). R etr o sp ectiv es h av e e m erg ed a s a str o ng p ro cess a n d m an ag em en t p hilo so p hy u se d b y p ro je c t- d riv en o rg an iz atio ns a ro und th e w orld to m in e th e g old th at le sso ns l e arn ed c an p ro vid e. R etr o sp ectiv es a re c h am pio ned b y N orm an K erth i n h is t e x t P ro je ct R etr o sp ectiv es ( 2 001). A r e tr o sp ectiv e i s a m eth odolo gy th at a naly ze s a p ast p ro je ct even t to d ete rm in e w hat w ork ed a nd w hat d id n't , d evelo ps l e sso ns l e a rn ed , a nd c re a te s a n a cti o n p la n t h at e n su re s l e sso ns l e a rn ed a re u se d t o i m pro ve m anagem en t o f f u tu re p ro je cts .
T he m ajo r g oals o f r e tr o sp ectiv es a re t o r e u se s o lu tio ns a n d s to p r e p etitiv e m is ta k es a cro ss t h e o rg an iz atio n.
R etr o sp ectiv es m eth o dolo gy h as s e v era l e m bed ded , d is tin guis h in g c h ara cte ris tic s to e n su re its e ff e ctiv en ess a n d v alu e: U se s a n i n dep en den t f a cilita to r.
I n clu des a m in im um o f t h re e i n -p ro cess l e arn in g g ate s d urin g t h e p ro je ct l if e c y cle .
H as a n o w ner.
D ev elo ps a r e p osito ry t h at i s e asy t o u se .
M an date s a d is c ip lin e t h at e n su re s r e tr o sp ectiv es a re u se d . I n it ia tin g t h e R etr o sp ectiv e R ev ie w T he re v ie w p ro cess d ep en ds p rim arily o n o rg an iz atio n s iz e a n d p ro je ct s iz e. E very e ff o rt s h ould b e m ad e to m ak e th e p ro je ct re v ie w a n orm al p ro cess ra th er th an a su rp ris e n otic e. In sm all o rg an iz atio ns a n d p ro je cts w here f a ce-to -fa ce c o nta ct a t a ll l e v els i s p re v ale n t, t h e c lo su re m ay b e i n fo rm al a n d o nly r e p re se n t a n oth er s ta ff m eetin g. B ut ev en in th ese en vir o nm en ts th e co nte n t o f a fo rm al p ro je ct re v ie w sh ould b e ex am in ed an d c o vere d w ith n ote s m ad e o f th e le sso ns le arn ed . I n s o m e o rg an iz atio ns, r e v ie w in itia tio n c o m es f ro m a f o rm al p ro je ct r e v ie w g ro up o r c an b e a u to m atic . F or e x am ple , in th e la tte r c ase , a ll p ro je cts a re r e v ie w ed a t s p ecif ic s ta g es in th e p ro je ct lif e c y cle — perh ap s w hen a p ro je ct is 1 0 to 2 0 p erc en t c o m ple te in tim e o r m oney, 5 0 p erc en t c o m ple te , a n d a fte r c o m ple tio n. In m ost o th er m ultip ro je ct o rg an iz atio ns, re v ie w s (c alle d s ta g e g ate s) a re p la n ned f o r th e c o m ple tio n o f m ajo r m ile sto nes. T he r e v ie w is n ot lin ked to p erc en t c o m ple te . M ile sto nes a re b in ary ; e ith er y ou h av e r e ach ed r e q uir e m en ts c o m ple tio n o r y ou h av e n ot. R eg ard le ss o f h ow r e v ie w s a re s e t u p, t h ey s h ould b e s e t u p i n t h e p ro je ct p la n nin g s ta g e— befo re t h e p ro je ct b eg in s. 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 2 1/3 9 P ag e 5 24 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d .
U se o f a n I n dep en den t F acil it a to r T he re tr o sp ectiv e m eth odolo gy u se s a n in dep en den t f a cilit a to r to c o lle ct a n d im ple m en t le sso ns le arn ed to i m pro ve m an ag em en t o f c u rre n t a n d f u tu re p ro je cts . A p ro je ct f a cilit a to r i s a g uid e w ho le a ds th e p ro je ct te a m t h ro ugh a n a naly sis o f p ro je ct a ctiv itie s th at w en t w ell, w hat n eed s im pro vem en t, a nd d evelo pm en t o f a fo llo w - u p a ctio n p la n w ith g oals a nd a cco unta bility . S ele ctio n o f a F acilit a to r C hara cte ris tic s o f a F acilita to r A ny p ro je ct r e v ie w s ta rts w ith s ta ff in g. T hat i s , w ho w ill f a cilita te t h e r e v ie w a n d b e a cco unta b le f o r c o nductin g i t? P erh ap s n oth in g in flu en ces th e s u ccess o f p ro je ct re v ie w m ore th an th e s e le ctio n o f th e c lo su re fa cilita to r.
S ele ctio n o f th e fa cilita to r s h ould n ot b e a ra n dom s e le ctio n fro m th e p ro je ct o ff ic e! T he k ey re q uir e m en t in s e le ctio n o f th e fa cilita to r is i n dep en den ce . It is im pera tiv e th at th e c lo su re fa cilita to r p osse ss th e fo llo w in g c h ara cte ris tic s, a t a m in im um : 1 . N o d ir e ct i n volv em en t o r d ir e ct i n te re st i n t h e p ro je ct. 2 . P erc eiv ed a s i m partia l a n d f a ir. 3 . R esp ect o f s e n io r m an ag em en t a n d o th er p ro je ct s ta k eh old ers . 4 . W illin gness t o l is te n . 5 . I n dep en den ce a n d a u th ority t o r e p ort r e v ie w r e su lts w ith out f e ar o f r e crim in atio ns f ro m s p ecia l i n te re sts . 6 . P erc eiv ed a s h av in g t h e b est i n te re sts o f t h e o rg an iz atio n i n m ak in g d ecis io ns. 7 . B ro ad -b ase d e x perie n ce i n t h e o rg an iz atio n o r i n dustr y . O th er r e v ie w p artic ip an ts s h ould h av e s im ila r c h ara cte ris tic s e v en i f t h ey a re s e le cte d f o r t h eir s p ecia l e x pertis e .
R ole s o f a F acilit a to r T here are g ood re aso ns fo r u sin g an in dep en den t fa cilita to r. L esso ns le arn ed ex erc is e s can h av e n eg ativ e c o nse q uen ces. T he e x erc is e c an d eg en era te in to a g rip in g se ssio n th at p la ces b la m e. W ord o f th e n eg ativ e c o nse q uen ces tr a v els fa st a n d re su lts in p oor, g uard ed p artic ip atio n. T he fo cu s fa ils to sta y o n c au se s a n d i m pro vin g f u tu re p erfo rm an ce. T he f a cilita to r n eed s to b e c are fu l to a v oid b la m e a n d a llo w s ta k eh old ers to f e el s a fe t o p ro vid e i n put. A tr a in ed in dep en den t fa cilita to r is o fte n c ap ab le o f g le an in g in fo rm atio n th at w ould n ot b e fo rth co m in g to t h e p ro je ct m an ag er. P ro je ct p artic ip an ts re p ort th ey a re fa r m ore w illin g to a tte n d a n d c o ntr ib ute to a le sso ns l e arn ed s e ssio n r u n b y a n i n dep en den t f a cilita to r w ho c an e lim in ate m ost p olitic al a sp ects in g ath erin g le sso ns l e arn ed . The fa cilita to r can deliv er bad new s to th e pro je ct sp onso r or se n io r m an ag em en t w ith out r e crim in atio ns. F or e x am ple , s in ce it is n ev er p le asa n t f o r th e p ro je ct m an ag er to d eliv er b ad o r p ote n tia lly b ad n ew s to se n io r m an ag em en t o r th e p ro je ct o w ner, m an y p eo ple w ait u ntil it is to o la te . In o ne p ro je ct th e f a cilita to r r e ceiv ed i n fo rm atio n a n d w as a b le t o g iv e s e n io r m an ag em en t a h ead s-u p t h at t h ere w as a b ette r t h an 6 0 p erc en t ris k o f a d ela y o f n ew , s e lf -c o ntr o lle d , d ie se l ra ilc ars fro m a v en dor h av in g fin an cia l d if f ic u ltie s.
A ctio n w as t a k en a n d m oney w as l o an ed t o t h e r a ilc ar c o m pan y t o a v oid d ela y. I n th e w ord s o f o ne p ro je ct m an ag er, “ T he fa cilita to r ta k es th e m onkey o ff m y b ack .” F or th is a n d o th er r e aso ns, m an y o rg an iz atio ns u se a n i n dep en den t 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 2 2/3 9 P ag e 5 25 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . r e tr o sp ectiv e fa cilita to r to man ag e th e re tr o sp ectiv e pro cess. Team mem bers may be i n tim id ate d w hen th e pro je ct m an ag er or se n io r m an ag em en t atte n ds te am m eetin gs. A r e co gniz ed f a cilita to r c an e lic it a 3 60-d eg re e v ie w /in put f ro m a ll s ta k eh old ers to c re ate a r ic h er, f u lle r p ic tu re o f p ro je ct is su es a n d su ccesse s. T he k ey c rite rio n fo r se le ctin g a p ro je ct fa cilita to r is th at th e f a cilita to r h as a n in d ep en den t a n d u nbia se d re la tio nsh ip to th e p ro je ct. N ik e, In te l, P ortla n d G en era l E le ctr ic , C onw ay tr u ck in g, a n d v ario us sta te g overn m en ts u se tr a in ed in dep en den t fa cilita to rs fo r le sso ns le arn ed o n l a rg e p ro je cts .
M an agin g a R etr o sp ectiv e H av in g a f a cilita to r a v aila b le a t th e s ta rt o f a p ro je ct is p re fe rre d . T he r e tr o sp ectiv e a p pro ach s tr e sse s g ath erin g l e sso ns le arn ed durin g pro je ct ex ecu ti o n an d usin g th em to ch an ge re m ain in g w ork . E xperie n ce te lls us m em orie s f a d e a s ti m e p asse s; p eo ple le a v e th e p ro je ct. I f le sso ns le arn ed a re n ot c ap tu re d e arly , th ey m ay b e l o st. C atc h in g le sso ns m id w ay in th e p ro je ct lif e c y cle a llo w s fo r c h an gin g th e w ay th e re m ain in g w ork is p erfo rm ed . (S om e pra ctitio ners call th is pro cess “co rre ctin g co urs e w hile th e pro je ct is in flig ht.” ) M ost r e tr o sp ectiv e m eth ods u se a m in im um o f th re e g ate s d urin g th e p ro je ct lif e c y cle to c o lle ct le sso ns le arn ed th at c an b e u se d t o s e lf c o rre ct t h e r e m ain der o f p ro je ct e x ecu tio n. S ee F ig ure 1 4.2 f o r a f lo w c h art o f th e c o lle ctio n o f l e sso ns l e arn ed . I t i s c ritic al t o h av e a s e p ara te r e p osito ry o r l ib ra ry w here r e p orts a n d l e sso ns l e arn ed a re a ccessib le a n d e asy t o r e tr ie v e. Y our a u th ors h av e e n co unte re d m ore t h an o ne o rg an iz atio n t h at d oes a n ic e j o b o f c re atin g a c lo su re r e p ort, b ut t h e r e p ort i s p la ced i n s o m eo ne's b otto m d ra w er o r f ile c ab in et, n ev er t o b e s e en a g ain . T his i s t r u ly a b ig m is ta k e! T he le sso ns le arn ed a re o fte n th e s in gle b est in fo rm atio n a p ro je c t m an ag er o r te am c an u se in p la n nin g a f u tu re p ro je ct. R ep eate d ly , p ro je ct m an ag ers t e ll s to rie s o f h ow l e sso ns l e arn ed “ sa v ed t h eir l iv es” b y a llo w in g th em to a v oid a p itf a ll. P re se n ta tio ns a t o rg an iz atio n m eetin gs o r c o nfe re n ces e n co ura g e o th ers to u se a n d d ev elo p le sso ns le arn ed . I t a ls o p ro vid es a c h an ce to s h in e. T he r e sp onsib ility f o r m ain ta in in g a r e p osito ry f o r le sso ns le arn ed a n d e n co ura g in g its u se is n orm ally th e re sp onsib ility o f th e p ro je ct o ff ic e o r o vers ig ht c o m mitte e. S ee R ese arc h H ig hlig ht: C H AOS: S oftw are P ro je cts .
F IG URE 1 4.2 R etr o sp ectiv es P ro cess 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 2 3/3 9 P ag e 5 26 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . R ese arc h H ig hlig ht C haos: S oftw are P ro je cts * T he S ta n dis h G ro up I n te rn atio nal i s a m ark et r e se arc h a n d a d vis o ry f ir m s p ecia liz in g i n m is sio n-c ritic al s o ftw are a n d e le ctr o nic c o m merc e. T hey h av e c o nducte d a n d p u blis h ed e x te n siv e r e se arc h o n th e s u ccess a n d f a ilu re o f s o ftw are d ev elo pm en t/a p plic atio n p ro je cts . T heir re se a rc h , co de n am e “C H AOS,” sh ow s th at a sta g gerin g 3 1 p erc en t o f s o ftw are p ro je cts w ill b e c an cele d b efo re th ey a re e v er c o m ple te d . In a d ditio n, 5 3 p erc en t o f p ro je cts w ill c o st 1 89 p erc en t o f th eir o rig in al e stim ate s. In te rm s o f su ccess, o n th e a v era g e o n ly 1 6 p erc en t o f so ftw are p ro je cts a re c o m ple te d o n tim e a n d w ith in b udget. I n la rg er c o m pan ie s, th e s u ccess r a te is m uch w ors e — 9 p erc en t. T he S ta n dis h G ro up e stim ate d th at in 1 995 A m eric an c o m pan ie s a n d g o vern m en t a g en cie s s p en t $ 8 1 b illio n f o r c an cele d s o ftw are p ro je cts . T he C H AO S r e se arc h is b ase d o n “ k ey f in din gs” f ro m r e se arc h s u rv ey s a n d p ers o nal in te rv ie w s. T he r e sp onden ts w ere in fo rm atio n te ch nolo gy (IT ) e x ecu tiv e m an ag ers . T he sa m ple in clu ded la rg e, m ed iu m , a n d sm all c o m pan ie s a cro ss m ajo r in dustr y se g m en ts , fo r ex am ple , b an kin g; se cu ritie s; m an ufa ctu rin g; re ta il; w hole sa le ; h ealth care ; i n su ra n ce se rv ic e; an d lo cal, sta te , an d fe d era l org an iz atio ns. T he to ta l sa m ple siz e w as 365 re sp onden ts an d r e p re se n te d 8 ,3 80 p ro je cts . B ase d o n a n i n -d ep th c o m paris o n o f s u ccessfu l v ers u s u nsu ccessfu l s o ftw are p ro je cts , t h e S ta n dis h G ro up c re ate d a s u ccess p ote n tia l c h art th at id en tif ie s k ey f a c to rs a sso cia te d w ith p ro je ct s u ccess. T he s u ccess c rite ria w ere w eig hte d b ase d o n th e in put f ro m th e s u rv ey ed I T m an ag ers . T he m ost im po rta n t c rite rio n, “ u se r in volv em en t,” w as g iv en 1 9 s u ccess p oin ts , w hile th e le ast im porta n t, “ h ard -w ork in g, fo cu se d s ta ff ,” w as g iv en 3 s u ccess p oin ts . T he fo llo w in g c h art l is ts t h e c rite ria i n o rd er o f i m porta n ce:
* U se d b y p erm is sio n o f t h e S ta n dis h G ro up I n te rn atio nal, I n c., 1 96 O ld T ow n H ouse R d., W est Y arm outh , M A 0 2673. T he C H AOS r e p ort w as u pdate d i n 2 001 a n d 2 009. A lth ough i m pro vem en t w as n ote d ( e .g ., c o st o verru ns w ere r e d uced t o 1 45 p erc en t) , t h e m ag nitu de o f t h e c o re p ro ble m s r e m ain s t h e s a m e. 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 2 4/3 9 O verse ein g a P ost-P ro je ct R etr o sp ectiv e I n t h e p ast, l e sso ns l e arn ed w ere p rim arily c o lle cte d f ro m a p ost- p ro je ct s u rv ey. S om eo ne r e v ie w ed t h e a n sw ers , s u m mariz ed th e re su lts , an d file d th e d ocu m en t. In re tr o sp ectiv e m eth odolo g y, th e fa cilita to r u se s se v era l q uestio nnair e s a s a s ta rtin g p oin t to c o n duct th e p ost- p ro je ct re tr o sp ectiv e. T hese s u rv ey s o fte n o ff e r c lu es to u nre co gniz ed d eep er p ro ble m s. A f a cilit a to r r e la te s th at c lu es to a re as n eed in g im pro vem en t a re o fte n f o und b y c h eck in g th e ch an ges ru nnin g th ro ugh th e pro je ct's ch an ge m an ag em en t sy ste m . For ex am ple , ch an ge m an ag em en t in m ultip le d esig n c h an ges m ig ht s u ggest p oor f re eze r u le s f o r d esig n. T hese h ard d ata c an p oin t d ir e ctly to a re as th at h old p ote n tia l fo r im pro vem en t. In s o m e c ase s th e d ata d ir e ct th e fa cilita to r to th e a re a w here a p ro ble m w as s o lv ed . 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 2 5/3 9 P ag e 5 27 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . T A BLE 1 4.3 P ro je ct P ro cess R ev ie w Q uestio n nair e P ro cess a n d M eth ods R evie w P ro cess re v ie w b eg in s w ith a re v ie w o f th e str a te g ic in te n t o f th e p ro je ct, se le ctio n c rite ria , p ro je ct c h arte r, p ro je ct o bje ctiv es, p ro je ct s c o pe, a n d a cce p ta n ce c rite ria . T his s ta rtin g p oin t r e in fo rc es a n d c la rif ie s t h e b usin ess c ase f o r th e p ro je ct a n d th e f in al p ro je ct d eliv era b le s. A dditio nal d ata g ath erin g f o r p ro cess r e v ie w is in itia te d t h ro ugh a questio nnair e th at is dis tr ib ute d to all m ajo r pro je ct sta k eh old ers fo r re sp onse s. S om e ty pic al q uestio ns u se d a re s h ow n i n T ab le 1 4.3 . A lth ough th is q uestio nnair e h as s o m e a re as o f o m is sio n, it c an b e u se d t o i n itia te d ev elo pin g a q uestio nnair e f o r y our p ro je ct.
O rg an iz a tio n al R evie w O ne o f th e th em es o f th is te x t is th at p ro je ct p erfo rm an ce is s tr o ngly in flu en ced b y o rg an iz atio nal c u ltu re . I t is t h ere fo re im porta n t to a sse ss w hat fu ndam en ta l o rg an iz atio nal c u ltu re p ro pertie s a ff e ct p ro je ct s u ccesse s a n d f a ilu re s o r b eco m e a h in dra n ce to p ro je ct te am s. A gain , s u rv ey q uestio nnair e s a re e asy , q uic k , a n d in ex pen siv e 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 2 6/3 9 t o d ev elo p a n d c o lle ct d ata . T ab le 1 4.4 , O rg an iz atio nal C ultu re R ev ie w , s h ow s a p artia l o rg an iz atio nal s u rv ey f o und i n p ra ctic e. I t i s r a re t h at i m porta n t p ro ble m s o r s u ccesse s w ill n ot s h ow u p i n a n sw ers t o a w ell- d ev elo ped q uestio nnair e . 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 2 7/3 9 P ag e 5 28 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . T A BLE 1 4.4 O rg an iz a tio n al C ult u re R ev ie w Q uestio n nair e W ith s u rv ey i n fo rm atio n i n h an d, t h e f a cilita to r t h en v is its o ne-o n-o ne w ith p ro je ct t e am m em bers , t h e p ro je ct m an ag er, a n d o th er sta k eh old ers to d iv e d eep er in to c au se -e ff e ct im pacts . F un dam en ta lly , th e a tte m pt is to i s o la te “ th e l a ck o f x r e su lte d i n y . ” I t i s i m porta n t t o s ta y w ith t h e b ig l e sso ns. F or e x am ple , t h e f a cilita to r m ig ht a sk te am m em bers , “ W hat w as th e b ig gest p ain p oin t in th e p ro je ct? ” F ro m th ese d is c u ssio ns th e fa cilita to r s y nth esiz es c o lle ctiv e w is d om . A rm ed w ith th e in fo rm atio n g le an ed f ro m o ne-o n-o ne s e ssio ns a n d o th er s o urc es, th e f a cilita to r le ad s a te am r e tr o sp ectiv e s e ssio n. T his s e ssio n f ir s t r e v ie w s th e f a cilita to r's r e p ort a n d a tte m pts to a d d k ey in fo rm atio n. I n f a ct, o ne o f t h e r o le s o f t h e f a cilita to r i s t o l e ad t h e t e am i n e x plo rin g n ew w ay s f o r s o lv in g a p ro ble m . O nce t h e t e am re ac h es co nse n su s o f th e k ey re tr o sp ectiv e(s ), th e te am d ev elo ps an d d ocu m en ts an actio n p la n fo r i m pro vin g f u tu re p ro je cts . E ach r e tr o sp ectiv e s h ould h av e a t l e ast o ne l e sso n t h at w ill i m pro ve c u rre n t o r f u tu re p ro je cts . O ne p ers o n n eed s t o b e a ssig ned “ o w ner” o f t h e l e sso n l e arn ed a n d s e rv e a s t h e g o-to p ers o n f o r m ore i n fo rm atio n. I f p ossib le , t h e f a cilita to r s h ould g et s e n io r m an ag em en t's c o m mitm en t t o i m ple m en t t h e l e sso n. A n a d ditio nal ta sk o f a fa cilita to r is a re v ie w o f th e a rc h iv ed le sso ns to id en tif y a n y tr e n ds a cro ss s im ila r p ro je cts . F or ex am ple , are th ere aff in itie s betw een pro ble m s an d su ccesse s am ong m an y pro je cts ? H av e r e so urc es been in ad eq uate ? H as se n io r m an ag em en t vis ib ly su pporte d m in in g le sso ns le arn ed ? W hat f u ndam en ta l o rg an iz a tio nal c u ltu re d im en sio ns a ff e ct p ro je ct s u ccesse s a n d fa il u re s o r b eco m e a h in dra n ce to p ro je ct t e am s? I n a c o nvers a tio n w ith o ne p ro je ct o ff ic e m an ag er, s h e r e la te d th at a f a cilita to r f o und th at th e s a m e p ro ble m a cro ss m ost m ultic o untr y p ro je cts h ad b een o ccu rrin g f o r o ver f o ur y ears ! I t i s d if f ic u lt t o b elie v e n o o ne p ic k ed u p o n s u ch a n o bvio us p ro ble m o n s o m an y p ro je cts . I n th is o rg an iz atio n, U .S . m an ag ers w ere to o f o cu se d o n s c h ed ule s, p erfo rm an ce, an d th e b otto m lin e; th ey n eg le cte d to esta b lis h a p ers o nal re la tio nsh ip w ith th eir f o re ig n c o u nte rp arts — e.g ., th e c o unte rp art's k ey in te re sts , f a m ily , h olid ay c ele b ra tio ns, a n d m an y o th er c u ltu ra l a sp ects . R ela tio nsh ip s w ere o fte n s tr a in ed a n d p erfo rm an ce s u ff e re d . T he r e su lt w as t h at t h e p ro je ct p artic ip an ts i n e ach c o untr y a re n ow r e q uir e d t o a tte n d a 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 2 8/3 9 P ag e 5 29 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . c u ltu re a w are n ess c la ss o f th e c o untr y o f th eir c o unte rp arts to le arn o f c u sto m s, c u ltu re , a n d m ore s. R esu lts i m pro ved d ra m atic ally .
U tiliz a tio n o f R etr o sp ectiv es E ach r e tr o sp ectiv e is a ssig ned a n o w ner, ty pic ally a te am m em ber w ho is v ery in te re ste d in a n d f a m ilia r w ith t h e re tr o sp ectiv e. T his te am m em ber/o w ner w ill se rv e a s th e c o nta ct p oin t fo r a n yone n eed in g in fo rm atio n ( e x pertis e , c o nta cts , t e m pla te s, e tc .) r e la tin g t o t h e r e tr o sp ectiv e. A noth er t a sk o f t h e r e tr o sp ectiv e f a cilita to r i s t o g uara n te e t h ere i s a c le ar p ro cess t o e n su re r e tr o sp ectiv es a re u se d to im pro ve m an ag em en t o f f u tu re p ro je cts . W here r e tr o sp ectiv e m eth odolo gy is u se d , s o m e o rg an iz atio ns m an date th at th e te am o f a n ew p ro je ct r e v ie w th e r e tr o sp ectiv es o f s im ila r p ro je cts . T his m an date is o ne ta ctic t h at e n su re s th at th e m ost s ig nif ic an t le sso ns a re in stitu tio naliz ed . T here is n o e x cu se fo r n ot u sin g p ast b est p ra ctic es a n d a v oid in g p ast m is ta k es. I f th e p ro je ct m an ag ers b efo re y our p ro je c t h ad c o m ple te d r e tr o sp ectiv es m ore e ff e ctiv ely , y our p ro je ct m ig ht h av e a v oid ed m an y m is ta k es. O f c o urs e , a re q uir e m en t is a rc h iv in g th e l e sso ns in a re p osito ry /lib ra ry . B ut bey ond a re tr o sp ectiv e le sso ns le arn ed lib ra ry , a sim ple , easy to use , c o nsis te n t f o rm at is n ecessa ry to e n su re th at in fo rm atio n is e asily f o und, u se d , a n d u pdate d o ver tim e. A b lo g c an b e u se d t o r e ceiv e u se r c o m men ts o n h ow h elp fu l t h e r e tr o sp ectiv e i s i n i m pro vin g a p ro cess o r p ro duct.
A rc h iv in g R etr o sp ectiv es I f r e tr o sp ectiv es a re t o b e u se d , i t i s c ritic al t o h av e a r e p osito ry w here r e p orts a n d r e tr o sp ectiv e/le sso ns l e arn ed a re accessib le an d easily re tr ie v ed . T his is u su ally d one u sin g a W eb site o r o th er ele ctr o nic m ean s. F or e x am ple , a r o und t a b le o f p ro je ct o ff ic e d ir e cto rs e stim ate d t h at a m ong t h eir g ro up o f c o m pan ie s, 6 0–70 p erc en t o f th eir p ro je cts a re g lo bal a n d v ir tu al; a ll u se s o m e v ers io n o f a W eb -b ase d s y ste m to c o lla b ora te a n d a rc h iv e l e arn in g (e .g ., B ase cam p, S hare P oin t, N et M eetin g, V oic e O ver IP ). T he re sp onsib ility fo r m ain ta in in g a r e p osito ry fo r re tr o sp ectiv es a n d e n co ura g in g th eir u se is n orm ally th e re sp onsib ility o f th e p ro je ct o ff ic e o r o vers ig ht c o m mitte e. E nco ura g in g u se o f t h e r e p osito ry d ep en ds o n t h e e ase o f s e arc h in g f o r i n fo rm atio n t h at i s r e le v an t t o y our p ro je ct. U tiliz in g t h e i n fo rm atio n i s d efe ate d i f i n fo rm atio n i s d if f ic u lt t o f in d. F or e x am ple , o ne p ro je ct m an ag er r e p orte d t o y our a u th ors , “ T here a re s o m an y l e sso ns l e arn ed i te m s i n t h e r e tr o sp ectiv es l ib ra ry , I c an 't f in d i n fo rm atio n t h at a p plie s t o m y p ro je ct.” T his m an ag er e ith er w asn 't i n te re ste d i n l e arn in g f ro m o th ers o r t h e a rc h iv e w as p oorly a rra n ged . A t a m in im um th e re p osito ry sh ould cla ssif y p ro je cts b y ty pe o r ch ara cte ris tic s. E ach p ro je ct re v ie w is c ate g oriz ed b ecau se th ere a re d if f e re n ces in th e w ay p ro je cts w ith d if f e re n t c h ara cte ris tic s a re m an ag ed a n d h an dle d in a n o rg an iz atio n. A p ro sp ectiv e p ro je ct m an ag er o f a s o ftw are c o din g p ro je ct w ill h av e little in te re st i n th e c o nstr u ctio n o f a c le an r o om o r r e cy clin g o f in kje t r e se rv oir s f o r p rin te rs . A p ro sp ectiv e p ro je ct m an ag er o f a sm all p ro je ct w ill n ot b e a s in te re ste d in a c o m pute r p ro je ct p la n nin g a n d c o ntr o l sy ste m a s a p ro je ct m an ag er w ho is g oin g to m an ag e a v ery la rg e p ro je ct. T he c la ssif ic atio n o f p ro je cts b y c h ara cte ris tic s a llo w s p ro sp ectiv e r e ad ers , t e am s, a n d p ro je ct m an ag ers t o b e s e le ctiv e i n t h e s e arc h a n d u se o f r e p ort c o nte n t. 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 2 9/3 9 P ag e 5 30 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . O ne re p osito ry se arc h en gin e u se s th e fo llo w in g cla ssif ic atio n sc h em e to allo w p ro sp ectiv e p ro je ct s ta k eh old ers t o s ta rt t h eir s e arc h f o r i n fo rm atio n r e la te d t o t h eir p ro sp ectiv e p ro je ct: P ro je ct t y pe— e.g ., d ev elo pm en t, m ark etin g, s y ste m s, c o nstr u ctio n.
S iz e— moneta ry .
N um ber o f s ta ff .
T ech nolo gy l e v el— lo w , m ed iu m , h ig h, n ew .
S tr a te g ic o r s u pport. O th er c la ssif ic atio ns re le v an t to th e o rg an iz atio n c o uld b e in clu ded to d rill fu rth er in s e arc h o f p ro je cts th at m atc h th e f e atu re s o f th e p ro sp ectiv e p ro je ct. F or e x am ple , a n oth er c la ssif ic atio n s y ste m in dex es r e tr o sp ectiv es b y i s su es a n d p ro ble m s.
C ele b ra tio n A fin al w ra p -u p a ctiv ity fo r th e fa cilit a to r is th e p ro je ct c lo su re c ele b ra tio n. A n u pbeat, fe stiv e c ele b ra tio n b rin gs clo su re to th e en jo yab le ex perie n ces ev ery one h as h ad an d th e n eed to sa y g ood-b ye.
C ele b ra tio n i s a n o pportu nity t o r e co gniz e t h e e ff o rt p ro je ct s ta k eh old ers c o ntr ib ute d . E ven i f t h e p ro je ct d id n ot r e ach its o bje ctiv es, re co gniz e th e e ff o rt a n d g oals th at w ere a ch ie v ed . If th e p ro je ct w as a su ccess, in vite e v ery one w ho i n s o m e w ay c o ntr ib ute d t o p ro je ct s u ccess. T han k t h e t e am a n d e ach o ne i n div id ually . T he s p ir it o f t h e c ele b ra tio n s h ould b e o ne i n w hic h t h e s ta k eh old ers a re t h an ked f o r a j o b w ell d one a n d l e av e w ith a g ood f e elin g o f a cco m plis h m en t a n d s u ccess.
C on clu din g R etr o sp ectiv e N ote s T he re tr o sp ectiv e m eth odolo gy is m ore in clu siv e a n d d is c ip lin ed th an p ast le sso ns le arn ed a p pro ach es. T he i m petu s fo r its su ccess h as b een a cco m pan ie d b y g re ate r re co gnitio n o f th e re al v alu e o f le sso ns le arn ed in i m pro vin g th e m an ag em en t of pro je cts . F or ex am ple , In te l, w hic h has pro je ct te am s dis p ers e d over 290 l o catio ns in 4 5 co untr ie s, h as fo und u sin g tr a in ed fa cilita to rs to b e h ig hly eff e ctiv e in m in in g an d u sin g r e tr o sp ectiv es. I n te l c o ntin ues t o t r a in 1 5 n ew f a cilita to rs e ach y ear. R etr o sp ectiv e m eth odolo gy i s n ow s ta n dard o pera tin g p ro ced ure in m an y p ro je ct- d riv en o rg an iz atio ns. T he le sso ns le arn ed a re o fte n th e s in gle b est s o urc e o f in fo rm atio n a p ro je ct m an ag er o r te am c an u se in p la n nin g th eir n ex t p ro je ct. R etr o sp ectiv es a re a m ain c h an ge ag en t fo r dev elo pin g best pro je ct- m an ag em en t pra ctic es acro ss th e org an iz atio n. R etr o sp ectiv e m eth odolo gy i s o ne p ositiv e s te p t o w ard e n su rin g l e sso ns l e arn ed a re d ev elo ped a n d i m ple m en te d .
S um mary T he g oals o f p ro je ct clo su re are to co m ple te th e p ro je ct an d to im pro ve p erfo rm an ce o f fu tu re p ro je cts .
I m ple m en tin g c lo su re a n d r e v ie w h as th re e m ajo r c lo su re d eliv era b le s: w ra p -u p, e v alu atio n, a n d r e tr o sp ectiv es.
W ra p -u p clo su re activ itie s in clu de deli v erin g th e fin al pro je ct deliv era b le , clo sin g acco unts , fin din g new o pportu nitie s fo r p ro je ct s ta ff , c lo sin g fa cilitie s, a n d c re atin g th e fin al re p ort. P ro je ct e v alu atio n v erif ie s a n d d ocu m en ts p ro je ct p erfo rm an ce. T he re tr o sp ectiv es m eth odolo gy p ro m is e s le sso ns le arn ed a re id en tif ie d a n d u se d . T oo o fte n w e s p en d m assiv e d olla rs p la n nin g a p ro je ct a n d little to n oth in g le arn in g f ro m th e e x perie n ce o f c o m ple tin g t h e p ro je ct. F ailu re t o r e v ie w , a sse ss, a n d r e co rd s u ccesse s a n d f a ilu re s h as c o nsis te n tly p ro ven t o b e a c o stly w aste . R etr o sp ectiv e m eth odolo gy a d dre sse s t h is w aste . 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 3 0/3 9 P ag e 5 31 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . K ey T erm s L esso ns l e arn ed , 5 22 P erfo rm an ce r e v ie w , 5 20 P ro je ct c lo su re , 5 11 P ro je ct e v alu atio n, 5 17 P ro je ct f a cilita to r, 5 24 R etr o sp ectiv e, 5 23 T eam e v alu atio n, 5 17 3 60-d eg re e r e v ie w , 5 22 R ev ie w Q uestio n s 1 . H ow d oes t h e p ro je ct c lo su re r e v ie w d if f e r f ro m t h e p erfo rm an ce m easu re m en t c o ntr o l s y ste m d is c u sse d i n C hap te r 1 3 ? 2 . W hat m ajo r i n fo rm atio n w ould y ou e x pect t o f in d i n a p ro je ct r e v ie w ? 3 . W hy i s i t d if f ic u lt t o p erfo rm a t r u ly i n dep en den t, o bje ctiv e r e v ie w ? 4 . C om men t o n t h e f o llo w in g s ta te m en t: “ W e c an not a ff o rd t o t e rm in ate t h e p ro je ct n ow . W e h av e a lr e ad y s p en t m ore t h an 5 0 p erc en t o f t h e p ro je ct b udget.” 5 . W hy s h ould y ou s e p ara te p erfo rm an ce r e v ie w s f ro m p ay r e v ie w s? H ow d o y ou d o t h is ? 6 . A dvocate s o f r e tr o sp ectiv e m eth odolo gy c la im t h ere a re d is tin guis h in g c h ara cte ris tic s t h at i n cre ase i ts v alu e o ver p ast l e sso ns l e arn ed m eth ods. W hat a re t h ey ? H ow d oes e ach c h ara cte ris tic e n han ce p ro je ct c lo su re a n d r e v ie w ? E xerc is e s 1 . C onsid er a c o urs e t h at y ou r e cen tly c o m ple te d . P erfo rm a r e v ie w o f t h e c o urs e ( th e c o urs e r e p re se n ts a p ro je ct a n d t h e c o urs e s y lla b us r e p re se n ts t h e p ro je ct p la n ). 2 . I m ag in e y ou a re c o nductin g a r e v ie w o f t h e I n te rn atio nal S pace S ta tio n p ro je ct. R ese arc h p re ss c o vera g e a n d t h e I n te rn et t o c o lle ct i n fo rm atio n o n t h e c u rre n t s ta tu s o f t h e p ro je ct. W hat a re t h e s u ccesse s a n d f a ilu re s t o d ate ? W hat f o re casts w ould y ou m ak e a b out t h e c o m ple tio n o f t h e p ro je ct, a n d w hy? W hat r e co m men datio ns w ould y ou m ak e t o t o p m an ag em en t o f t h e p ro gra m , a n d w hy? 3 . I n te rv ie w a p ro je ct m an ag er w ho w ork s f o r a n o rg an iz atio n t h at i m ple m en ts m ultip le p ro je cts . A sk t h e m an ag er w hat k in d o f c lo su re p ro ced ure s a re u se d t o c o m ple te a p ro je ct a n d w heth er l e sso ns l e arn ed a re u se d . 4 . W hat a re s o m e o f t h e l e sso ns l e arn ed f ro m a r e cen t p ro je ct i n y our o rg an iz atio n? W as a r e tr o sp ectiv e d one? W hat a ctio n p la n s w ere g en era te d t o i m pro ve p ro cesse s a s a r e su lt o f t h e p ro je ct? R efe re n ces A nonym ous, “ A nnual S urv ey o f B usin ess I m pro vem en t A rc h ite cts ,” T oro nto , C an ad a, i n P M N etw ork , “ D eliv era b le s,” V ol. 2 1, N o. 4 , A pril 2 007, p . 1 8. 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 3 1/3 9 C och ra n , D ., “ F in ally , a W ay t o C om ple te ly M easu re P ro je ct M an ag er P erfo rm an ce,” P M N etw ork , S ep te m ber 2 000, p p. 7 5–80.
C ooke-D av ie s, T ., “ P ro je ct M an ag em en t C lo se o ut M an ag em en t: M ore t h an S im ply S ay in g G ood B ye a n d M ovin g O n,” i n J . K nuts o n ( E d.) , P ro je ct M anagem en t f o r B usin ess P ro cessio nals ( In dia n ap olis , I N : J o hn W ile y a n d S ons, 2 001), p p. 2 00–14. 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 3 2/3 9 P ag e 5 32 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . F re tty , P ., “ W hy D o P ro je cts R eally F ail? ” P M N etw ork , M arc h 2 006, p p. 4 5–48. G obeli, D ., a n d E . W . L ars o n, “ B arrie rs A ff e ctin g P ro je ct S uccess,” i n 1 986 P ro ceed in gs P ro je ct M anagem en t I n stitu te : M ea su rin g S uccess ( U pper D arb y, P A : P ro je ct M an ag em en t I n stitu te , 1 986), p p. 2 2–29.
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K wak , Y . H ., a n d C . W . I b bs, “ C alc u la tin g P ro je ct M an ag em en t's R etu rn o n I n vestm en t,” P ro je ct M anagem en t J o urn al, V ol. 3 1, N o. 2 , M arc h 2 000, p p. 3 8–47. L ad ik a, S ., “ B y F ocu sin g o n L esso ns L earn ed , P ro je ct M an ag ers C an A void R ep eatin g t h e S am e O ld M is ta k es,” P M N etw ork , V ol. 2 2, N o. 2 , F eb ru ary 2 008, p p. 7 5–77. L av ell, D eb ra , a n d R uss M artin elli, “ P ro gra m a n d P ro je ct R etr o sp ectiv es: A n I n tr o ductio n,” P M W orld T o day, V ol. 1 0, N o. 1 , J a n uary 2 008, p . 1 . L ath am , G . P ., a n d K . N . W ex le y, I n cre a sin g P ro ductiv ity t h ro ugh P erfo rm ance A ppra is a l, 2 nd e d . ( R ead in g, M A: A ddis o n-W esle y, 1 994).
M arlin , M ark , “ Im ple m en tin g a n E ff e ctiv e L esso ns L earn ed P ro cess i n a G lo bal P ro je ct E nvir o nm en t,” P M W orld T o day, V ol. 1 0, N o. 1 1 , N ovem ber 2 008, p p. 1 –6. N els o n, R yan R ., “ P ro je ct R etr o sp ectiv es: E valu atin g P ro je ct S uccess, F ailu re , a n d E very th in g i n B etw een ,” M IS Q uarte rly E xecu tiv e, V ol. 4 , N o. 3 , S ep te m ber 2 005, p . 3 72. P ip pett, D . D ., a n d J . F . P ete rs , “ T eam B uild in g a n d P ro je ct M an ag em en t: H ow A re W e D oin g?” P ro je ct M anagem en t J o urn al, V ol. 2 6, N o. 4 , D ecem ber 1 995, p p. 2 9–37. R om an off , T . K ., “ T he T en C om man dm en ts o f P erfo rm an ce M an ag em en t,” P erso nnel, V ol. 6 6, N o. 1 , 1 989, p p. 2 4–26.
R oyer, I ., “ W hy B ad P ro je cts A re S o H ard t o K ill,” H arv a rd B usin ess R evie w , F eb ru ary 2 003, p p. 4 9– 5 6.
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S hep erd , D . A ., H . P atz elt, a n d M . W olf e , “ M ovin g F orw ard f ro m P ro je ct F ailu re : N eg ativ e E m otio ns, A ff e ctiv e C om mitm en t, a n d L earn in g f ro m t h e E xperie n ce,” A ca dem y o f M anagem en t J o urn al, V ol. 5 4, N o. 6 , 2 011 , p p. 1 229–60.
S ta w , B erry M ., a n d J e rry R oss, “ K now in g W hen t o P ull t h e P lu g,” H arv a rd B usin ess R evie w , M arc h - A pril 1 987, p p. 6 8–74.
W heatly , M ., “ O ver t h e B ar,” P M N etw ork , V ol. 1 7, N o. 1 , J a n uary 2 003, p p. 4 0–45. Y ate s, J . K ., a n d S . A nif to s, “ IS O 9 000 S erie s o f Q uality S ta n dard s a n d t h e E /C I n dustr y ,” P ro je ct M anagem en t J o urn al, V ol. 2 8, N o. 2 , J u ne 1 997, p p. 2 1–31. Z aitz , L es, “ R ail C ar D eal S nag s T ri M et f o r M illio ns,” O re g onia n, D ecem ber 1 4, 2 008, p . 1 , a n d J a n uary 7 , 2 009, p . D 4. 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 3 3/3 9 P ag e 5 33 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . A ppen dix 1 4.1 P ro je ct C lo se o ut C heck lis t 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 3 4/3 9 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 3 5/3 9 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 3 6/3 9 P ag e 5 34 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . S ig n atu re s T he sig natu re s o f th e p eo ple b elo w re la y a n u ndersta ndin g th at th e key ele m en ts w ith in th e C lo se o ut P hase s e ctio n a re c o m ple te a nd t h e p ro je ct h as b een f o rm ally c lo se d . 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 3 7/3 9 P ag e 5 35 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . A ppen dix 1 4.2 E uro C onvers io n— Pro je ct C lo su re C heck lis t 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 3 8/3 9 P ag e 5 36 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . C ase M axim um M eg ah ertz P ro je ct O la f G unders e n , t h e C EO o f W ir e le ss T ele co m C om pan y, i s i n a q uan dary . L ast y ear h e a ccep te d t h e M ax im um M eg ah ertz P ro je ct s u ggeste d b y s ix u p-a n d-c o m in g y oung R & D c o rp ora te s ta rs . A lth ough O la f d id n ot tr u ly u nders ta n d th e te ch nic al im porta n ce o f th e p ro je ct, th e c re ato rs o f th e p ro je ct n eed ed o nly $ 600,0 00, so it s e em ed lik e a g ood r is k . N ow th e g ro up is a sk in g f o r $ 800,0 00 m ore a n d a s ix -m onth e x te n sio n o n a p ro je ct t h at is a lr e ad y f o ur m onth s b eh in d. H ow ev er, th e te am f e els c o nfid en t th ey c an tu rn th in gs a ro und. T he p ro je ct m an ag er a n d p ro je ct te am fe el th at if th ey h an g in th ere a little lo nger th ey w ill b e a b le to o verc o m e th e r o ad blo ck s th ey are en co unte rin g— esp ecia lly th ose th at re d uce pow er, in cre ase sp eed , an d use a new t e ch nolo gy b atte ry . O th er m an ag ers f a m ilia r w ith t h e p ro je ct h in t t h at t h e p ow er p ack p ro ble m m ig ht b e s o lv ed , b ut “ th e b atte ry p ro ble m w ill n ev er b e s o lv ed .” O la f b elie v es h e is lo ck ed in to th is p ro je ct; h is g ut f e elin g te lls h im th e p ro je ct w ill n ev er m ate ria liz e, a n d h e s h ould g et o ut. J o hn, h is h um an re so urc e m an ag er, s u ggeste d b rin gin g i n a c o nsu lta n t t o a x e t h e p ro je ct. O la f d ecid ed to c all h is f rie n d D aw n O 'C onnor, th e C EO o f a n a cco untin g s o ftw are c o m pan y. H e a sk ed h er, “ W hat d o y ou d o w hen p ro je ct c o sts a n d d ead lin es e sc ala te d ra stic ally ? H ow d o y ou h an dle d oubtf u l p ro je cts ? ” H er re sp onse w as, “L et an oth er p ro je ct m an ag er lo ok at th e p ro je ct. A sk : ‘If y ou to ok o ver th is p ro je ct t o m orro w , co uld y ou ach ie v e th e re q uir e d re su lts , g iv en th e ex te n ded tim e an d ad ditio nal m oney ?’ If th e a n sw er is n o, I c all m y to p m an ag em en t te am to geth er a n d h av e th em r e v ie w th e d oubtf u l p ro je ct in r e la tio n to o th er p ro je cts i n o ur p ro je ct p ortf o lio .” O la f f e els t h is i s g ood a d vic e. U nfo rtu nate ly , th e M ax im um M eg ah ertz P ro je ct is n ot a n is o la te d e x am ple . O ver th e la st fiv e y ears th ere h av e b een th re e p ro je cts th at w ere n ev er c o m ple te d . “ W e ju st s e em ed to p our m ore m oney in to th em , e v en t h ough w e h ad a p re tty g ood id ea th e p ro je cts w ere d yin g. T he c o st o f th ose p ro je cts w as h ig h; th ose r e so urc es c o uld h av e b een b ette r u se d o n o th er p ro je cts .” O la f w onders , “ D o w e e v er le arn f ro m o ur m is ta k es? H ow c an w e d ev elo p a p ro cess th at c atc h es e rra n t p ro je cts e arly ? M ore im porta n tly , h ow d o w e e ase a p ro je ct m an ag er a n d t e am o ff a n e rra n t p ro je ct w ith out e m barra ssm en t? ” O la f c erta in ly d oes n ot w an t t o l o se t h e s ix b rig ht s ta rs o n t h e M ax im um M eg ah ertz P ro je ct. O la f is co nte m pla tin g h ow h is g ro w in g te le co m munic atio ns co m pan y sh ould d eal w ith th e p ro ble m o f i d en tif y in g p ro je cts th at s h ould b e te rm in ate d e arly , h ow to a llo w g ood m an ag ers to m ak e m is ta k es w ith out p ublic e m barra ssm en t, a n d h ow t h ey a ll c an l e arn f ro m t h eir m is ta k es. G iv e O la f a p la n o f a ctio n fo r th e fu tu re th at a tta ck s th e p ro ble m . B e s p ecif ic a n d p ro vid e e x am ple s th at r e la te t o W ir e le ss T ele co m C om pan y. 8 /1 2/2 017 U niv e rs it y o f P hoenix : P ro je ct M anagem ent: T he M anageria l P ro ce ss h ttp s://p hoenix .v it a ls o urc e .c o m /# /b ooks/1 259822338/c fi/ 6 /5 0!/4 /3 04/2 @ 0:6 8.0 3 9/3 9 P ag e 5 37 P R IN TED B Y: l ttle m nta te @ em ail.p hoen ix .e d u. P rin tin g i s f o r p ers o nal, p riv ate u se o nly . N o p art o f t h is b ook m ay b e r e p ro duced o r t r a n sm itte d w ith out p ublis h er's p rio r p erm is sio n. V io la to rs w ill b e p ro se cu te d . E pilo gue W ith C hap te r 1 4 th e p ro je ct lif e c y cle is c o m ple te . Y ou h av e b een e x pose d to th e c o re e le m en ts o f p ro je ct m an ag em en t. W e h av e c o nsc io usly tr ie d to in co rp ora te a b le n d o f s o cia lc u ltu ra l a n d p ro cess p ra ctic es r e q uir e d t o s u ccessfu lly m an ag e a n y p ro je ct. T hese b est p ra ctic es a re tr a n sfe ra b le a cro ss in dustr ie s. Y our u nders ta n din g o f t h ese c h ap te rs s h ould e n han ce y our a b ility t o m ak e a p ositiv e c o ntr ib utio n i n a n y p ro je ct e n vir o nm en t. T he s u pple m en ta l c h ap te rs th at fo llo w e x pan d o n th e c o re b y c o verin g in te rn atio nal p ro je ct m an ag em en t, o vers ig ht, a n d A gile m eth ods. C hap te r 1 5 . E xplo re s d if f e re n t i n te rn atio nal e n vir o n m en ts i n w hic h y ou m ay h av e t o m an ag e a p ro je ct. I n l a rg e h ig h te ch nolo gy f ir m s w e e stim ate th at 6 0–90 p erc en t o f th eir p ro je cts a re v ir tu al a n d a cro ss m an y c u ltu re s. I f y ou f in d y ours e lf n ew in th is e n vir o nm en t, th e in te rn atio nal c h ap te r is a n e x celle n t p rim er o n t h e t y pes o f c o nditio ns a n d i s su es y ou m ay e n co unte r i n a n i n te rn atio nal p ro je ct.
C hap te r 1 6 . O vers ig h t o f m an ag in g p ro je cts is g ro w in g an d ev olv in g. D ep en din g o n th e d eg re e o f o vers ig ht, o vers ig ht w ill s e t t h e o pera tin g e n vir o nm en t i n w hic h y ou m an ag e y our p ro je ct.
C hap te r 1 7 . A gile m eth odolo gy is u se d in c o m ple x p ro je cts ( e .g ., s o ftw are a n d n ew in novatio n p ro ducts ) w here th e fin al d esig n re q uir e m en ts are n ot k now n an d ev olv e as th e p ro je ct is im ple m en te d . T he m eth odolo gy b re ak s r e q uir e m en ts in to s m all f u nctio nal p ie ces th at a llo w r a p id r e sp onse to c h an ge. A gile e m bra ces f le x ib ility , c h an ge, s m all t e am s, a n d o w ner i n volv em en t. F am ilia rity a n d u nders ta n din g th ese d if f e re n t o pera tin g e n vir o nm en ts s h ould g iv e y ou c o nfid en ce to e n te r a n d m an ag e y our p ro je ct. W e e n co ura g e y ou t o r e ad t h ese c h ap te rs t o i n cre ase y our o vera ll u nders ta n din g o f p ro je ct m an ag em en t. C hap te r 1 8 p re se n ts t h oughts o n c are er p ath s. Y ou m ay f in d t h em u se fu l a s y ou c o nsid er y our f u tu re .
