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A project leader working for a large retail business was assigned the task of

developing a customer billing and credit system. The budget assigned for the
project appeared at first to be adequate. Yet by the time the system was half
completed it was clear the funds were not nearly enough. The project leader asked
for more money, but the request was denied. He fully informed management of the
serious problems that were likely to occur if he had to stay within the original
budget. He would force to omit several important program functions for
convenience and safety: for example, efficient detection and correction mechanisms
for errors, automatic handling and reporting of special customer exceptions, and
audit controls.
Management insisted that these functions could be added after the more minimal
system was produced and installed in stores. Working under direct orders, the
project leader completed minimal system, only to find his worst fears realized after
it was installed. Numerous customers were given incorrect billings or ones they
could not understand. It was easy for retail salespersons to take advantage of the
system to steal from the company, and several did so. Within a year the companys
profit and business were beginning to drop. This led to middle-level management
changes, and the project leader found himself blamed for designing an inadequate
system.
Did the project leader have an obligation either to clients or to the company to act
differently than he did?
1. Diagnose the Problem
A.) Do the project leader need to request again for funds in developing his
customer billing and credit system?
B.) Should the company need to check and audits the clients incorrect
billings?
C.) Should the company must conduct investigation on its salesperson?
D.) Should the company not to continue on the minimal system that is being
installed in the customer billing and credit system?
E.) Should the company provide the funds that is needed by the project
leader?
2. Analyze the Environment
A.) To be able to get funds for developing the project leader customer billing
and credit system.
B.) To check and audits the client incorrect billings and compensate them.
C.) To investigate the behavior and misdoing of the salesperson that are incharge.
D.) To stop on the minimal system of customer billing and crediting lessen the
drop in earnings/profit of the company.

E.) To provide funds to be able the system develop by the project leader to
fully-functions in correct the billings and credit system.
3. Articulate Problem Opportunity
A.) Treat all issues not to occur again.

4. Alternative causes of action


A.) Get funds from the management in order to develop fully the customer
billing and credit system by the project leader.
B.) Check and audits the clients incorrect billings and compensate them.
C.) Investigate the behavior and misdoing of the salesperson that are incharge.
D.) Stop the use of minimal system of customer billing and crediting system in
order to lessen the drop in profit/earning of the company.
E.) Provide the needed funds for the system develop by the project leader in
order to fully-functions the system in correct billings and credit system.
5.) Evaluate alternative
Strength
A.) Discipline
and
investigate
the
salespersons
.
B.) New fullyfunctions
system in
customer
billing and
crediting
system.
C.) The
managemen
t can
compensate
customers.

6.) Make a choice

Weaknesses
Needed
funds/budget for
investigation of
salesperson.

opportunity
For improvement
of marketing
functions and
company.

Threat
The marketing
department could
be lacking in
person.

Funds for
developing the
maximum or
adequate system.

For improvement
of the company
and minimize the
error in customer
billing and
crediting system.

The management
can denied the
request for funds.

Needed budget for


compensation

Keeping the trust


of the clients

Clients will take


advantage of the
compensation and
or. Not all will be
compensated
because it will
depend on the
rendered budget.

A.) To request for the additional funds in developing the fullest capabilities of the
customer billings and crediting system.
B.) To check and audit clients incorrect billings and compensate them.
C.) And to conduct investigation on salespersons that are in-charge.
7.) Implement decision
A.) Request for the additional funds in developing the fullest capabilities of the
customer billings and crediting system. Check and audit clients incorrect billings
and compensate them. Lastly, conduct investigation on salespersons that are incharge.

8.) Evaluate and adapt decision results