Managing Projects in Telecommunication Services,9780471713432

Managing Projects in Telecommunication Services

by
Edition: 1st
ISBN13: 9780471713432
ISBN10: 0471713430
Format: Hardcover
Pub. Date: 2006-10-06
Publisher(s): Wiley-IEEE Press
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Summary

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.

Author Biography

MOSTAFA HASHEM SHERIF, PhD, is a Certified Project Manager and internationally recognized as an expert on standards for packetized voice and digital signal processing in transmission equipment. He currently is a Senior Technical Specialist for AT&T and is the recipient of the AT&T Standards Recognition Award. Dr. Sherif holds several U.S. patents and is the Standards coeditor for IEEE Communications Magazine and the author of the bestselling book Protocols for Secure Electronic Commerce.

Table of Contents

Foreword xiii
Preface xv
Projects in Telecommunication Services
1(18)
Introduction
1(4)
Project Management Versus Product Management
1(2)
Virtual Network Operators
3(1)
Contribution of Project Management
4(1)
The Two Facets of Telecommunication Services
5(1)
Categories of Projects in Telecommunication Services
6(5)
Upgrades of Public Networks
7(1)
Establishment of Specialized Business Networks
8(2)
Temporary Networks
10(1)
Characteristics of Telecommunication Service Projects
11(6)
Complex Interfaces
11(1)
External Interfaces
11(1)
Internal Interfaces
12(3)
International Orientation
15(1)
Multidisciplinarity
15(1)
No Mass Production
16(1)
Diverse Users
16(1)
A Relatively Long Planning Stage
17(1)
Summary of Distinctions Between the Development of Telecommunication Services and Equipment
17(1)
Summary
17(2)
Standards and Innovation in Telecommunication Services
19(24)
The Two Dimensions of Telecommunication Projects
19(7)
The Technological Dimension
19(3)
The Marketing and Social Dimension
22(1)
Classification of Innovations
23(2)
Innovations and the Technology Life Cycle
25(1)
Innovation in Telecommunication Services
26(5)
Incremental Innovation
27(1)
Architectural Innovation
28(2)
Platform Innovation
30(1)
Radical Innovation
30(1)
Interaction of Innovations in Equipment and Services
30(1)
Phasic Relation Between Equipment and Services
31(3)
Standardization for Telecommunication Services
34(6)
Timing of Standards
35(1)
Marketing Perspective
35(1)
Technological View of Standards
35(1)
Anticipatory Standards
36(1)
Enabling (Participatory) Standards
37(1)
Responsive Standards
38(1)
Lack of Standards
38(1)
Standards Policy and Knowledge Management
39(1)
Summary
40(3)
The Project Management Context
43(18)
Organization of the Project Team
43(9)
Functional Organization
44(1)
Examples
45(2)
Advantages
47(1)
Disadvantages
47(1)
Matrix Organization
47(1)
Examples
48(2)
Advantages
50(1)
Disadvantages
50(1)
Projectized Organization
50(1)
Examples
51(1)
Advantages
51(1)
Disadvantages
51(1)
Comparison of Project Organizations
52(1)
Project Organization and Innovation Type
52(4)
Incremental Innovation
52(1)
Architectural Innovation
53(1)
Platform Innovation
54(1)
Radical Innovation
54(1)
The Role of the Project Sponsor
54(2)
Phase Management and Portfolio Management
56(4)
The Rolling Wave Method for Service Development
56(1)
Phase 1: Concept Definition
57(1)
Phase 2: Initiation and Preliminary Planning Phase
58(1)
Phase 3: Implementation
58(1)
Phase 4: Controlled Introduction
58(1)
Phase 5: General Availability and Close-Out
59(1)
Canceling Projects
59(1)
Relation to the Build--Operate--Transfer Model
59(1)
Summary
60(1)
Scope Management
61(26)
Scope Initiation
62(1)
Scope Planning
62(1)
Market Service Description (MSD)
62(1)
Scope Definition
63(3)
Work Breakdown Structure
63(1)
Technical Plan
64(2)
The Need for Scope Management
66(2)
Salt Lake City Winter Olympics
66(1)
E-Zpass Toll Collection System
66(1)
Background
66(1)
Gaps in the Definition ITS Scope
67(1)
Scope Creep in New Jersey
68(1)
Sources of Scope Change
68(4)
Customer Profile
69(1)
Vendor's Effect
69(1)
Basic Principles of Scope Management
69(2)
Change Control Policy
71(1)
Strictness of the Change Control Policy
71(1)
Change Control Board
72(1)
Scope Verification
72(2)
Tracking and Issue Management
72(1)
Project Termination
73(1)
Case Studies
74(11)
Telecommunications Alliances/Joint Ventures
74(2)
Net 1000
76(1)
Background
77(1)
Timeline and Organization Evolution
78(2)
Postmortem Analysis
80(4)
Lessons Learned
84(1)
Lessons Not Learned
84(1)
Summary
85(2)
Time and Cost Management
87(12)
Scheduling
87(3)
Delays in Telecommunication Projects
88(1)
Compressing the Schedule
89(1)
Cost Management
90(1)
Project Tracking with Earned Value Analysis
91(6)
Metrics for the Earned Value
92(1)
Discrete Effort Method
92(1)
Apportioned Effort Method
93(1)
Level of Effort Method
93(1)
Budget Types
93(1)
Monitoring Project Progress
93(1)
Measures of Efficiency
94(1)
Prerequisites for Earned Value Analysis
95(1)
Earned Value Analysis in Telecommunication Projects
95(2)
Summary
97(2)
Information and Communication Management
99(12)
The Role of Communication Management
99(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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