Managing Projects in Telecommunication Services

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ISBN: 9780471713432 | 0471713430
Cover: Hardcover
Copyright: 10/6/2006

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While there has been much written about project management, the vast majority of the literature focuses on industrial design and production. In Managing Projects in Telecommunication Services, Mostafa Hashem Sherif effectively demonstrates the unique requirements of projects in telecommunication services and, consequently, the benefits of an integrated approach to project management that is specifically tailored to the telecommunications industry.

Foreword

xiii

Preface

Projects in Telecommunication Services

(18)

Introduction

(4)

Project Management Versus Product Management

(2)

Virtual Network Operators

(1)

Contribution of Project Management

(1)

The Two Facets of Telecommunication Services

(1)

Categories of Projects in Telecommunication Services

(5)

Upgrades of Public Networks

(1)

Establishment of Specialized Business Networks

(2)

Temporary Networks

(1)

Characteristics of Telecommunication Service Projects

(6)

Complex Interfaces

(1)

External Interfaces

(1)

Internal Interfaces

(3)

International Orientation

(1)

Multidisciplinarity

(1)

No Mass Production

(1)

Diverse Users

(1)

A Relatively Long Planning Stage

(1)

Summary of Distinctions Between the Development of Telecommunication Services and Equipment

(1)

Summary

(2)

Standards and Innovation in Telecommunication Services

(24)

The Two Dimensions of Telecommunication Projects

(7)

The Technological Dimension

(3)

The Marketing and Social Dimension

(1)

Classification of Innovations

(2)

Innovations and the Technology Life Cycle

(1)

Innovation in Telecommunication Services

(5)

Incremental Innovation

(1)

Architectural Innovation

(2)

Platform Innovation

(1)

Radical Innovation

(1)

Interaction of Innovations in Equipment and Services

(1)

Phasic Relation Between Equipment and Services

(3)

Standardization for Telecommunication Services

(6)

Timing of Standards

(1)

Marketing Perspective

(1)

Technological View of Standards

(1)

Anticipatory Standards

(1)

Enabling (Participatory) Standards

(1)

Responsive Standards

(1)

Lack of Standards

(1)

Standards Policy and Knowledge Management

(1)

Summary

(3)

The Project Management Context

(18)

Organization of the Project Team

(9)

Functional Organization

(1)

Examples

(2)

Advantages

(1)

Disadvantages

(1)

Matrix Organization

(1)

Examples

(2)

Advantages

(1)

Disadvantages

(1)

Projectized Organization

(1)

Examples

(1)

Advantages

(1)

Disadvantages

(1)

Comparison of Project Organizations

(1)

Project Organization and Innovation Type

(4)

Incremental Innovation

(1)

Architectural Innovation

(1)

Platform Innovation

(1)

Radical Innovation

(1)

The Role of the Project Sponsor

(2)

Phase Management and Portfolio Management

(4)

The Rolling Wave Method for Service Development

(1)

Phase 1: Concept Definition

(1)

Phase 2: Initiation and Preliminary Planning Phase

(1)

Phase 3: Implementation

(1)

Phase 4: Controlled Introduction

(1)

Phase 5: General Availability and Close-Out

(1)

Canceling Projects

(1)

Relation to the Build--Operate--Transfer Model

(1)

Summary

(1)

Scope Management

(26)

Scope Initiation

(1)

Scope Planning

(1)

Market Service Description (MSD)

(1)

Scope Definition

(3)

Work Breakdown Structure

(1)

Technical Plan

(2)

The Need for Scope Management

(2)

Salt Lake City Winter Olympics

(1)

E-Zpass Toll Collection System

(1)

Background

(1)

Gaps in the Definition ITS Scope

(1)

Scope Creep in New Jersey

(1)

Sources of Scope Change

(4)

Customer Profile

(1)

Vendor's Effect

(1)

Basic Principles of Scope Management

(2)

Change Control Policy

(1)

Strictness of the Change Control Policy

(1)

Change Control Board

(1)

Scope Verification

(2)

Tracking and Issue Management

(1)

Project Termination

(1)

Case Studies

(11)

Telecommunications Alliances/Joint Ventures

(2)

Net 1000

(1)

Background

(1)

Timeline and Organization Evolution

(2)

Postmortem Analysis

(4)

Lessons Learned

(1)

Lessons Not Learned

(1)

Summary

(2)

Time and Cost Management

(12)

Scheduling

(3)

Delays in Telecommunication Projects

(1)

Compressing the Schedule

(1)

Cost Management

(1)

Project Tracking with Earned Value Analysis

(6)

Metrics for the Earned Value

(1)

Discrete Effort Method

(1)

Apportioned Effort Method

(1)

Level of Effort Method

(1)

Budget Types

(1)

Monitoring Project Progress

(1)

Measures of Efficiency

(1)

Prerequisites for Earned Value Analysis

(1)

Earned Value Analysis in Telecommunication Projects

(2)

Summary

(2)

Information and Communication Management

(12)

The Role of Communication Management

(2)

Dissemination of Information

100

(1)

Team Cohesion

100

(1)

Historical Database

101

(1)

Communication and Outsourcing

101

(1)

The Communication Plan

102

(2)

Audience

102

(1)

Circumstances

103

(1)

Nature of Information

103

(1)

Content of the Plan

104

(1)

Communication Channels

104

(4)

One-on-One Communication

105

(1)

Meetings

105

(2)

Telephony and Teleconferences

107

(1)

E-Mail

107

(1)

Intranets and Project Portals

107

(1)

Evaluation of the Communication Processes

108

(1)

Measure of Communication Effectiveness

108

(1)

Signs of Communication Problems

108

(1)

Barriers to Successful Communications

109

(1)

Summary

109

(2)

Resources Management

111

(24)

Formation of the Project Team

111

(5)

Team Building

116

(3)

Team Building and the Hierarchy of Human Needs

116

(1)

Signs of a Jelled Team

117

(1)

Enablers of Team Cohesiveness

117

(1)

Impediments to Team Consolidation

118

(1)

No Self-Actualization

118

(1)

No Self-Esteem

118

(1)

No Belongingness

119

(1)

No Security

119

(1)

Team Breakup (Adjourning)

119

(1)

Project Leadership

119

(7)

Transactional Versus Transformational Leadership

120

(1)

Project Manager's Authority

120

(1)

Manipulative Behavior

120

(1)

MBTI Classification of Leadership Styles

121

(2)

Time-Dependent Leadership

123

(1)

Matching Leadership Style with the Project Phase

123

(1)

Matching Leadership Style with Innovation Type

124

(1)

Matching Leadership with Technology Maturity

125

(1)

Conflict Resolution

126

(7)

Conflicts Due to Contractual Structures

126

(1)

Conflicts Due to Connectual Structures

127

(1)

Types of Diversity

127

(1)

Examples of Social Diversity

128

(1)

Examples of Informational Diversity

128

(1)

Examples of Value Diversity

129

(1)

Conflicts and Diversity

130

(1)

Effects of Conflict on Project Performance

130

(2)

Dealing with Conflicts

132

(1)

Problem Solving

132

(1)

Coercion

132

(1)

Compromise

132

(1)

Accommodation

132

(1)

Withdrawal or Avoidance

132

(1)

Summary

133

(2)

Quality Management

135

(22)

Overview

135

(1)

Quality and Innovation

136

(2)

Service Release Management

137

(1)

Quality Plan

138

(10)

Categorization of the Defects: Urgency and Criticality

139

(2)

Appraisal

141

(3)

Schedule Compression

144

(1)

Evaluation of Testing Progress

145

(1)

When to Stop Testing?

145

(3)

Vendor Management During the Testing Program

148

(2)

Summary

150

(1)

Appendix

151

(6)

Poisson Model

151

(1)

The Basic Model

152

(1)

The Jelinski-Moranda Model

152

(1)

Deployability

153

(1)

Learning Effect with the Yamada Model

154

(3)

Vendor Management

157

(20)

The Importance of Vendor Management

157

(1)

Vendor Management Versus Procurement Management

157

(1)

Acquisition Process

158

(3)

Evaluation of the Formal Solicitation Process

160

(1)

Vendor Selection

160

(1)

Contract Type

161

(1)

Vendor Types in Telecommunications Services

161

(1)

Vendor Evaluation

162

(3)

Additional Criteria for Equipment Vendors

164

(1)

Additional Criteria for Connectivity Vendors

164

(1)

Communications with Technology Vendors

165

(5)

Statement of Work

165

(1)

Vendor Tracking

166

(1)

Partnerships and Virtual Organizations

166

(2)

Metrics for Vendor Tracking During Acceptance Testing

168

(1)

Vendor's Handoff

169

(1)

Metrics for Vendor Tracking for Problems in the Field

169

(1)

Risks in the Management of Technology Vendors

170

(4)

The Technology Life Cycle

170

(1)

Vendor Type

170

(1)

Risk of Supply Disruption

171

(1)

Congruence of the Plans for the Vendor and the Service Provider

171

(1)

Lack of Standards

172

(1)

Intellectual Property and Knowledge Management

172

(1)

Inadequate Field Support

173

(1)

Risk Mitigation in the Management of Technology Vendor

173

(1)

Connectivity Vendors

174

(1)

Types of Agreements Among Network Operators

174

(1)

Risks Management for Interconnectivity Vendors

174

(1)

Summary

175

(2)

Risk Management

177

(20)

Risk Identification

178

(1)

Risk Evaluation

178

(2)

Risk Mitigation

180

(2)

Risk Avoidance

180

(1)

Risk Reduction

180

(1)

Combined Risk Avoidance and Reduction

181

(1)

Risk Deflection

181

(1)

Risk Financing

182

(1)

Risks Identification Telecommunications Services

183

(4)

Project Characteristics

184

(1)

Complexity

184

(1)

Schedule

184

(1)

Novelty

185

(1)

Geography

185

(1)

Internal Organization

185

(1)

Technology

186

(1)

Supplier

187

(1)

Customer

187

(1)

Risk Mitigation in Telecommunications Services

187

(2)

Risks Due to Project Characteristics

187

(1)

Technological Risks

188

(1)

Supplier's Risks

189

(1)

Customer's Risks

189

(1)

Standardization and Risk

189

(2)

Innovation and Risk

191

(2)

Incremental Innovation

191

(1)

Architectural Innovation

192

(1)

Platform Innovation

193

(1)

Radical Innovation

193

(1)

Risk Mitigation and Organizational Culture

193

(1)

Risk Mitigation and the Project Manager's Tolerance for Risk

194

(1)

Summary

194

(3)

Service Development

197

(26)

Opportunity Analysis and Concept Definition

197

(1)

Product Definition and Project Setup

198

(1)

Design and Procurement

199

(10)

Architecture Design

199

(1)

Supplier Management

200

(2)

Technical Definition of the Service

202

(1)

Site Selection

202

(1)

Service Operations Technical Plan (SOTP)

202

(1)

Support Processes

203

(2)

Operations, Administration and Maintenance (OA&M)

205

(2)

Disaster Recovery

207

(2)

Customer Network Management

209

(1)

Development

209

(3)

Equipment Handoff

210

(1)

System and Integration Testing

210

(1)

Network Operations Center (NOC)

211

(1)

Human Resources

211

(1)

Return Maintenance Authorization (RMA)

211

(1)

Customer Care

211

(1)

Service Turn-Up

212

(5)

Installing the Equipment

212

(1)

In-Field Tests

212

(1)

Pilot Trials

213

(1)

Controlled Introduction

214

(1)

Management of the Controlled Introduction

214

(1)

Marketing and Sales Plans for General Availability

215

(2)

Commissioning and Life-Cycle Management

217

(2)

Lessons Learned and Closeout

217

(1)

Quality-of-Service Metrics

217

(2)

Customer Care Performance

219

(1)

Network Performance

219

(1)

OA&M Quality

219

(1)

Business and Network Evolution

219

(2)

Summary

221

(1)

Appendix

221

(2)

Some Final Thoughts

223

(6)

Continuity and Change

223

(1)

Project Success or Service Success?

224

(1)

Competition and Government Policies

225

(2)

Standardization

227

(1)

Outsourcing

228

(1)

References

229

(10)

Index

239

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Managing Projects in Telecommunication Services

Summary

Author Biography

Table of Contents

Supplemental Materials