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End User: Case Study

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1. Introduction
A project is defined by A Lester as, “a unique set of coordinated activities, with definite starting and finishing points, undertaken by an individual or organisation to meet specific objectives within defined schedule, cost and performance parameters” Lester (2007, p.1).
This two-part written assignment includes an academic paper that examines management issues identified through the use of a reflective log, focusing on the development and practical application of reflective practice at an individual and organisational level.
The report identifies four key management issues of the project implementation of a new Global Customer Support Application Framework for PBT Group that affected the End User; these have been analysed …show more content…

Identifying stakeholders
“Stakeholders are crucial to the success of your project” (Stakeholdermap.com, n.d.), with grassroots stakeholders (those who actively contribute to the planning and policy process by effectively participating and communicating their perspective to policy makers) no less important than others. In the words of researcher (Lester, 2007), “the type and interest of a stakeholder are of great importance to a project manager since they enable him or her to use these to the greatest benefit of the project”.
It is suggested from the outset of this project, that the Project Manager - PBT Group Support Operations - did not fully identify all the project stakeholders; only close to the rollout of the system did they identify and integrate the majority of Customer and Support Engineer stakeholders. As a result, the Customer and Support Engineer stakeholders had less time and opportunity to make key contributions to the project before its launch. Only in last year did the majority of Customer and Support Engineer stakeholders become involved, which produced many oversights. An example of this was failure to create a road map for migration; this would have helped end users to understand how, why and when they would be undertaking their journey, giving them a broader understanding and enable them to plan more …show more content…

Figure 2.0 shows a table that depicts a simple but useful aid to identify the stakeholders. Identifying all stakeholders simultaneously would have given PBT Group Support Operations more options to source advice and feedback before making key decisions, which would have allowed them to co-ordinate the project more effectively, ensuring a better outcome for every component and a smoother end user experience. As (Nokes S and Kelly, 2007) have noted, “one of the potential pitfalls of project management is to believe that the only people who matter are those on the project

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