Index_D

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C

Cabling, 46, 267

Calendars, 14, 120

Call centers, 79

implementation pyramid for, 112-113

support for, 203-204

in vendor management project, 107

Call detail reporting (CDR), 14

Capability Maturity Model (CMM), 283

CDR (call detail reporting), 14

CD-ROMs, 14

Certificate of occupancy (CP), 120

Certification process, 200

Change control, 203

Channel service units (CSUs), 167

Client-server architecture, 12, 41

Closure rates, 145

CMM (Capability Maturity Model), 283

Coaching, 211-213

Comfort zones, 27

Common sense, 294-295

Communications skills, 252

Communications strategy, 153-155

Compatibility, 13

Completion schedules, 143

Conflict avoidance, 249-250

Construction, and slippage of project, 141

Construction module, 28-29

Consultants, 162, 172

Consulting project managers, 298-299

Contingencies, 123

expenditures, 162

funds for, 95

Contracts, 22

"Control freak" managers, 244-245

Corporate backbone, 16, 102

Corporate network, 103

Corporate risks, 86, 92

Corporate standards, 41

in design assumptions, 163

in selecting technologies, 48

Corporation, criticism of, 269

Costs, 15; see also Budgets

moving, 172

objections to, 222

overruns, 175-176

recovery of, 78, 174-175

of risk management, 95-97

turnover, 172

of using technologies, 49

Countertop installation project, 65-66; see also Projects

design details, 72

implementation details, 70, 72

implementation strategy, 67-68, 72

CP (certificate of occupancy), 120

Creativity in management, 250

Critical paths, 117-119

and disconnects, 4

tracing, 93

in vendor management, 116

Criticism of individuals, 268

CSR (customer service representatives), 1, 28

CSUs (channel service units), 167

Culture, 267-268

Customer management, 23, 220-222

Customers, 11-12; see also Beneficiaries; Projects

vs. beneficiaries, 217-219

in budget management, 167-168

dealing with, 219

expected behavior of, 218

and project timelines, 16

relationship with project managers, 236-238

relationship with vendors, 180, 186

in resolving project issues, 146

in technology design reviews, 59

in vendor management, 80-81

Customer service representatives (CSR), 1, 28

Customer site dispatch module, 29

Customer tasks, 214

Customized BAU support, 199-200

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