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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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