PM 512

The Customer In The Project Process

April 25,1998

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 Operating Paradigm

 Customers And Quality

• Jerry Hines
 Text: 1stst Four Chapters, Pages 1 to 107
 Case Study
 Final Case Preparation

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 Class Schedule

 May 2nd
• Text: 2nd
nd Four Chapters, Pages 108 to 225

• Case Study
• Final Case Preparation
 May 9th
• Final Examination
– Major Case Exercise

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 The Step Two

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 Project Delivery System

 Project Delivery Overview

 Roles & Responsibilities
 Building Client Relationships
 Chartering, Building &
Sustaining Project Team

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 Project Delivery Overview
 How The Project Delivery System Was Developed
 Introduction
• Project Delivery System & Process - p. 9-12
 Benefits
 Definition
• Project Delivery System Components - p. 17
 Implementing & Linking
• Process Implementation Model - p. 18

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 Project Manager
Roles & Responsibilities
 Two Primary Roles
• Leader & Manager
• Leadership & Management Cycles - p. 24
 Six Responsibilities
• Client Focus - p. 27
• Creating Project Vision - p. 30
• Building & Maintaining Project Team
– Finding & Keeping - p. 36
• Project Planning ? - p. 38
• Resource Management
• Ensuring Quality
 Career Development
 Summary - p. 48

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 Building Client Relationships
 Structures & Types - p. 56
• Casual
• Professional
• Personal (?)
• Organizational
 Understanding The Client
• Social Types (?) - p. 59
 Client Service
 Communication System
• Here it is again!
 Conflict Resolution - p. 70

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 Chartering & Building The Team
 Selecting & Recruiting The Team
 The Stages of Team Development
• Forming
– Storming
• Norming
– Performing & Excelling
 Stages -
• Chartering, Building, Sustaining
 Team Iceberg - p. 104-105
 The Virtual Team ? - p. 90
 Core Values - Honesty, Integrity & Trust - p. 91
 Empowerment ? - p. 84

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 Case Work
 Case Selection
• The Blue Spider Project
• Greyson Corporation
 Position
• Blue Spider - Objective: Mediation
– Gary Anderson & Ombudsman
– Henry Gable & HR Rep’s
• Greyson - Objective: Labor Problem Resolution
– Greyson Management
– Greyson Employees Representative
– DoD Observer

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 Optional Assignment For May 2nd
 Extra Credit - 300 Words (max.)
• Most Valuable Idea Learned To-date In PMP &
How I Have Already Used it

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