Managing Projects in Telecommunication Services

Managing Projects in Telecommunication Services

Sherif, Mostafa Hashem

John Wiley & Sons Inc

10/2006

272

Dura

Inglês

9780471713432

15 a 20 dias

626

Descrição não disponível.
Foreword xiii

Preface xv

1 Projects in Telecommunication Services 1

Introduction 1

Project Management Versus Product Management 1

Virtual Network Operators 3

Contribution of Project Management 4

The Two Facets of Telecommunication Services 5

Categories of Projects in Telecommunication Services 6

Upgrades of Public Networks 7

Establishment of Specialized Business Networks 8

Temporary Networks 10

Characteristics of Telecommunication Service Projects 11

Complex Interfaces 11

External Interfaces 11

Internal Interfaces 12

International Orientation 15

Multidisciplinarity 15

No Mass Production 16

Diverse Users 16

A Relatively Long Planning Stage 17

Summary of Distinctions Between the Development of 17

Telecommunication Services and Equipment Summary 17

2 Standards and Innovation in Telecommunication Services 19

The Two Dimensions of Telecommunication Projects 19

The Technological Dimension 19

The Marketing and Social Dimension 22

Classification of Innovations 23

Innovations and the Technology Life Cycle 25

Innovation in Telecommunication Services 26

Incremental Innovation 27

Architectural Innovation 28

Platform Innovation 30

Radical Innovation 30

Interaction of Innovations in Equipment and Services 30

Phasic Relation Between Equipment and Services 31

Standardization for Telecommunication Services 34

Timing of Standards 35

Marketing Perspective 35

Technological View of Standards 35

Anticipatory Standards 36

Enabling (Participatory) Standards 37

Responsive Standards 38

Lack of Standards 38

Standards Policy and Knowledge Management 39

Summary 40

3 The Project Management Context 43

Organization of the Project Team 43

Functional Organization 44

Examples 45

Advantages 47

Disadvantages 47

Matrix Organization 47

Examples 48

Advantages 50

Disadvantages 50

Projectized Organization 50

Examples 51

Advantages 51

Disadvantages 51

Comparison of Project Organizations 52

Project Organization and Innovation Type 52

Incremental Innovation 52

Architectural Innovation 53

Platform Innovation 54

Radical Innovation 54

The Role of the Project Sponsor 54

Phase Management and Portfolio Management 56

The Rolling Wave Method for Service Development 56

Phase 1: Concept Definition 57

Phase 2: Initiation and Preliminary Planning Phase 58

Phase 3: Implementation 58

Phase 4: Controlled Introduction 58

Phase 5: General Availability and Close-Out 59

Canceling Projects 59

Relation to the Build-Operate-Transfer Model 59

Summary 60

4 Scope Management 61

Scope Initiation 62

Scope Planning 62

Market Service Description (MSD) 62

Scope Definition 63

Work Breakdown Structure 63

Technical Plan 64

The Need for Scope Management 66

Salt Lake City Winter Olympics 66

E-Zpass Toll Collection System 66

Background 66

Gaps in the Definition ITS Scope 67

Scope Creep in New Jersey 68

Sources of Scope Change 68

Customer Profile 69

Vendor's Effect 69

Basic Principles of Scope Management 69

Change Control Policy 71

Strictness of the Change Control Policy 71

Change Control Board 72

Scope Verification 72

Tracking and Issue Management 72

Project Termination 73

Case Studies 74

Telecommunications Alliances/Joint Ventures 74

Net 1000 76

Background 77

Timeline and Organization Evolution 78

Postmortem Analysis 80

Lessons Learned 84

Lessons Not Learned 84

Summary 85

5 Time and Cost Management 87

Scheduling 87

Delays in Telecommunication Projects 88

Compressing the Schedule 89

Cost Management 90

Project Tracking with Earned Value Analysis 91

Metrics for the Earned Value 92

Discrete Effort Method 92

Apportioned Effort Method 93

Level of Effort Method 93

Budget Types 93

Monitoring Project Progress 93

Measures of Efficiency 94

Prerequisites for Earned Value Analysis 95

Earned Value Analysis in Telecommunication Projects 95

Summary 97

6 Information and Communication Management 99

The Role of Communication Management 99

Dissemination of Information 100

Team Cohesion 100

Historical Database 101

Communication and Outsourcing 101

The Communication Plan 102

Audience 102

Circumstances 103

Nature of Information 103

Content of the Plan 104

Communication Channels 104

One-on-One Communication 105

Meetings 105

Telephony and Teleconferences 107

E-Mail 107

Intranets and Project Portals 107

Evaluation of the Communication Processes 108

Measure of Communication Effectiveness 108

Signs of Communication Problems 108

Barriers to Successful Communications 109

Summary 109

7 Resources Management 111

Formation of the Project Team 111

Team Building 116

Team Building and the Hierarchy of Human Needs 116

Signs of a Jelled Team 117

Enablers of Team Cohesiveness 117

Impediments to Team Consolidation 118

No Self-Actualization 118

No Self-Esteem 118

No Belongingness 119

No Security 119

Team Breakup (Adjourning) 119

Project Leadership 119

Transactional Versus Transformational Leadership 120

Project Manager's Authority 120

Manipulative Behavior 120

MBTI Classification of Leadership Styles 121

Time-Dependent Leadership 123

Matching Leadership Style with the Project Phase 123

Matching Leadership Style with Innovation Type 124

Matching Leadership with Technology Maturity 125

Conflict Resolution 126

Conflicts Due to Contractual Structures 126

Conflicts Due to Connectual Structures 127

Types of Diversity 127

Examples of Social Diversity 128

Examples of Informational Diversity 128

Examples of Value Diversity 129

Conflicts and Diversity 130

Effects of Conflict on Project Performance 130

Dealing with Conflicts 132

Problem Solving 132

Coercion 132

Compromise 132

Accommodation 132

Withdrawal or Avoidance 132

Summary 133

8 Quality Management 135

Overview 135

Quality and Innovation 136

Service Release Management 137

Quality Plan 138

Categorization of the Defects: Urgency and Criticality 139

Appraisal 141

Schedule Compression 144

Evaluation of Testing Progress 145

When to Stop Testing? 145

Vendor Management During the Testing Program 148

Summary 150

Appendix 151

Poisson Model 151

The Basic Model 152

The Jelinski-Moranda Model 152

Deployability 153

Learning Effect with the Yamada Model 154

9 Vendor Management 157

The Importance of Vendor Management 157

Vendor Management Versus Procurement Management 157

Acquisition Process 158

Evaluation of the Formal Solicitation Process 160

Vendor Selection 160

Contract Type 161

Vendor Types in Telecommunications Services 161

Vendor Evaluation 162

Additional Criteria for Equipment Vendors 164

Additional Criteria for Connectivity Vendors 164

Communications with Technology Vendors 165

Statement of Work 165

Vendor Tracking 166

Partnerships and Virtual Organizations 166

Metrics for Vendor Tracking During Acceptance Testing 168

Vendor's Handoff 169

Metrics for Vendor Tracking for Problems in the Field 169

Risks in the Management of Technology Vendors 170

The Technology Life Cycle 170

Vendor Type 170

Risk of Supply Disruption 171

Congruence of the Plans for the Vendor and the Service Provider 171

Lack of Standards 172

Intellectual Property and Knowledge Management 172

Inadequate Field Support 173

Risk Mitigation in the Management of Technology Vendor 173

Connectivity Vendors 174

Types of Agreements Among Network Operators 174

Risks Management for Interconnectivity Vendors 174

Summary 175

10 Risk Management 177

Risk Identification 178

Risk Evaluation 178

Risk Mitigation 180

Risk Avoidance 180

Risk Reduction 180

Combined Risk Avoidance and Reduction 181

Risk Deflection 181

Risk Financing 182

Risks Identification Telecommunications Services 183

Project Characteristics 184

Complexity 184

Schedule 184

Novelty 185

Geography 185

Internal Organization 185

Technology 186

Supplier 187

Customer 187

Risk Mitigation in Telecommunications Services 187

Risks Due to Project Characteristics 187

Technological Risks 188

Supplier's Risks 189

Customer's Risks 189

Standardization and Risk 189

Innovation and Risk 191

Incremental Innovation 191

Architectural Innovation 192

Platform Innovation 193

Radical Innovation 193

Risk Mitigation and Organizational Culture 193

Risk Mitigation and the Project Manager's Tolerance for Risk 194

Summary 194

11 Service Development 197

Opportunity Analysis and Concept Definition 197

Product Definition and Project Setup 198

Design and Procurement 199

Architecture Design 199

Supplier Management 200

Technical Definition of the Service 202

Site Selection 202

Service Operations Technical Plan (SOTP) 202

Support Processes 203

Operations, Administration and Maintenance (OA&M) 205

Disaster Recovery 207

Customer Network Management 209

Development 209

Equipment Handoff 210

System and Integration Testing 210

Network Operations Center (NOC) 211

Human Resources 211

Return Maintenance Authorization (RMA) 211

Customer Care 211

Service Turn-Up 212

Installing the Equipment 212

In-Field Tests 212

Pilot Trials 213

Controlled Introduction 214

Management of the Controlled Introduction 214

Marketing and Sales Plans for General Availability 215

Commissioning and Life-Cycle Management 217

Lessons Learned and Closeout 217

Quality-of-Service Metrics 217

Customer Care Performance 219

Network Performance 219

OA&M Quality 219

Business and Network Evolution 219

Summary 221

Appendix 221

12 Some Final Thoughts 223

Continuity and Change 223

Project Success or Service Success? 224

Competition and Government Policies 225

Standardization 227

Outsourcing 228

References 229

Index 239
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
projects; telecommunication; product; virtual; contribution; two facets; categories; networks; upgrades; public; specialized; establishment; business; temporary; characteristics