A - Client Scenario
Information Systems organization of a major Canadian telecommunications
company was plagued with dissatisfied users, conflicting priorities,
project overruns, lack of documentation, and challenges with continuity
where temporary contractors played a key role in the development
Project Management Office (PMO) was established through which to
research and introduce best practice methodologies which were flexible
and customizable yet provided a consistent and structured approach to
project management. Training was provided to 300 systems
professionals, a systems library established and a quality assurance
function formed to support, monitor and report on project status.
The approach enabled effective cross-functional teams and resource
sharing. In addition user requirements were being met. The
new project management disciplines formed the basis for ISO
certification and global Information Systems consolidation.
B - Client Scenario
The same telecommunications organization
experienced complaints from customers regarding the lack of responsiveness
to their operational needs.
project was initiated to understand the root cause of the complaints,
propose a Customer Care program and implement the solution.
Surveys were conducted across both employee and customer bases, focus
groups held, benchmarks established and customer service processes,
materials and standards designed. The program was initiated across
all N. American locations and included training, monitoring and
C - Client Scenario
customers of the Information Services organization in a telecommunications
company were dissatisfied with the provision and cost of network and
computing services resulting in poor relationships, budget disagreements
and threats of outsourcing.
projects were initiated to address improving communications between
Information Systems and the user. An Marketing Communications
function was established to develop one, standard and accurate
description of all the technical services and costs including the
features and benefits. These included FTP, Video Conferencing,
Data and Voice Networks etc. In addition a Cost Management team
was established to reduce the global corporate voice/data network and
computing expenses of over US $250M by 10% while increasing usage
through business process analysis and mapping.
D - Client Scenario
telecommunications in-house University needed to establish a curriculum
for the telecommunications company employees.
Facilitated senior management workshops to determine
the personal development needs of network technology and information
systems employees. Facilitated
brainstorming ideas with cross-functional groups and managed the
consensus process, analysis and interpretation of results, senior
management presentation and final report.
E - Client Scenario
organization was being established to provide an integrated repository for
training for telecommunications professionals across Canada
Facilitated workshops to define the strategic
direction of the organization and determine system requirements
for the central database. Facilitated brainstorming ideas with
cross-functional groups. Managed the consensus process, analysis and
interpretation of results, senior management presentation and final
F - Client Scenario
A software developer of congruent billing systems for the
telecommunications industry lacked a consistent approach to application
development. This compromised the core product and client
customization resulting in inefficient development practices.
Dissatisfied clients insisted on introducing a standard project management
workshops in customized project management methodology for information
systems professionals (programmers, analysts and managers).