7/23/2019 Analysis of AT&T Wireless Failed CRM Upgrade Project via Project Management Institute (PMI) Accepted Standards

1/20

3

__GGFFYYOO\\PPFFZZVV NNII @@NNAANNEELLNN

IICC@@__AAZZVVNNIIBB\\CCJJ__CCZZOOPPZZ__JJFFOOPP

Cgcavpfp ni

CZ)Z Rf|oaopp Icfaoj @\E _tb|cjo T|nho`z

Fg c``n|jcg`o rfzm C``otzoj Pzcgjc|jp ni

T|nho`z Ecgcboeogz Fgpzfzuzo -TEF&

Pulefzzoj in| zmo iuaifaaeogz ni |osuf|oeogzp cp Fgjfyfjuca Cppfbgeogz

in| zmo enjuao Fgin|eczfng Pvpzoep T|nho z Ecgcboeogz

Lv Oycg Tczmf|czgo

7/23/2019 Analysis of AT&T Wireless Failed CRM Upgrade Project via Project Management Institute (PMI) Accepted Standards

2/20

,

Zn cjj zn caa zmfp! cizo| zmo |opfbgczfng cgj gor cttnfgzeogz ni zmo @FN CZ)Z @ON

`ngif|eoj zmo acvnii |uen|p' Zmfp rcp pzfaa rmog zmo t|nho`z rcp cz fzp `|fzf`ca pzcbop'

Mo znaj zmo t|nho`z zocep zmcz zmo `netcgv rnuaj acv nii 3!644 rn|ko|p' Luz mo jfj gnz

pcv rmf`m jotc|zeogzp zmo acvniip rfaa n``u| cgj rmog fz rfaa lo `neeog`oj'

Cg fgzo|yfor rfzm c in|eca oetanvoo znaj ,vnu mcj zn rngjo| rmv vnu ro|o rn|kfgb

pn mc|j fi zmo rmnao zmfgb rcp bnfgb zn bn crcv cgvrcv,

Zmo `ngifjog`o cgj en|cao ni zmo oetanvoop cz zmfp zfeo mfz cg caa zfeo anr lo`cupo

enpz ni zmoe ro|o gnz in`upoj ng zmo hnl cz mcgj! cgj pneo ni zmoe ro|o oyog pookfgb

oetanveogz ntzfngp oapormo|o'

0'< @NETAC@OG@FOP FG S_CAFZV ECGCBOEOGZ

Fg echn| utb|cjop afko zmfp t|nto| sucafzv eo`mcgfpep c|o yfzca zmo nyo|caa pu``opp' Cp

o}tacfgoj fg t|oyfnup `mctzo|p c @\E fp gnz hupz c pfetao nii zmo pmoai pnizrc|o! fz fp c

zcfan|oj pvpzoe zmcz |oiao`zp zmo znzca n|bcgfxczfngp nlho`zfyop cgj bncap' Fg zmfp t|nho`z

mnroyo| cp o}to`zoj zmo sucafzv ecgcboeogz eo`mcgfpep pmnuaj mcyo loog poz fg

tac`o luz zmo oiio`zfyo o}o`uzfng rcp jngo tnn|av'

7/23/2019 Analysis of AT&T Wireless Failed CRM Upgrade Project via Project Management Institute (PMI) Accepted Standards

10/20

34

C in|eo| oetanvoo -`njo zopzo|& pcfj! ,Fg nzmo| t|nho`zp Fyo rn|koj ng! zmo t|nho`z

ecgcbo|p rnuaj i|ooxo `njo rmfao zmo zocep jfj |oyfpfngp zn zmof| tfo`op pn vnu `nuaj

zopz oyo|vzmfgb cbcfgpz zmo pceo `njo lcpo! Fjfjgz moc| ni zmcz mcttogfgb ng zmfp

t|nho`z', Zmfp eocgz zmcz rmog `o|zcfg ugfz zopzfgb rcp `netaozoj! `njo mcj `mcgboj

oapormo|o fg zmo pvpzoe rfzmnuz zmo nzmo| zopzo|p kgnraojbo! eckfgb zmo zopzfgb

eocgfgbaopp' C t|nto|av poz cgj o}o`uzoj sucafzv ecgcboeogz tacg pmnuaj gnz mcyo

`cupoj zmfp'

Juo zn c zfeo `ngpz|cfg poz lv bnyo|geogz zmo t|nho`z ecgcbo|p ro|o |oac}fgb zopzfgb

|osuf|oeogzp in| yc|fnup tfo`op ni zmo pvpzoe cp zmo t|nho`z rogz in|rc|j' Rmcz zmfp

eocgz rcp ng zmo acug`m jczo zmo pvpzoe rcp lub%|fjjog zn pu`m cg o}zogz zmcz fz

`|cpmoj' Zmo utb|cjo t|nho`z `cupoj zmo znzca @\E pvpzoe zn lo ugpzclao; fz rcp gnr

ugupclao'

,Fz rogz jnrg cgj pzcvoj jnrg; zmov `nuajgz boz fz rn|kfgb cbcfg t|nho`z pzciio|p

ro|o l|nubmz fg zn rn|k ng zmo pvpzoe in| zm|oo pz|cfbmz jcvp zn z|v zn |op`uo fz! rfzm

gn au`kpcfj c in|eo| oetanvoo'

0'0 FGOIIO@ZFYO ZFEO ECGCBOEOGZ

Juo zn icfau|o ni t|nto| zfeo ecgcboeogz zmo sucafzv ni zmo t|nju`z bnz ciio`zoj' Cp

zmo bnyo|geogz tnpoj jocjafgop in| guelo| tn|zfgb `anpoj%fg fgjupz|v pnu|`op pcv zmcz

cz zmcz zfeo CZ)Z rcp `nugzfgb ng c iu|zmo| o}zogpfng' Cengb `netcgfop ciio`zoj lv

zmfp acr CZ )Z rcp ngo ni zmo acpz zn pzfaa mnaj nuz ng guelo| tn|zfgb' Rfzm pu`m

t|oppu|op zn `netaozo c `|fzf`ca t|nho`z ng zfeo cjosuczo zfeo ecgcboeogz eocpu|op

mcj zn mcyo loog tuz fg tac`o'

Ctc|z i|ne zmo @\E utb|cjo zmo `upzneo| `ngyo|pfng t|n`opp -zn c BPE gozrn|k&

capn rcp fgoiif`fogz' C``n|jfgb zn cg oetanvoo zmo `upzneo| po|yf`o |ot|opogzczfyop

goojoj clnuz

7/23/2019 Analysis of AT&T Wireless Failed CRM Upgrade Project via Project Management Institute (PMI) Accepted Standards

11/20

33

0': FGOIIO@ZFYOAV T\C@ZF@OJ \FPK ECGCBOEOGZ

\fpk ecgcboeogz t|otc|op `netcgfop in| oiif`fogz nto|czfng fg jfpcpzo| pfzuczfngp'

C``n|jfgb zn cg oetanvoo ,Zrn rookp loin|o acug`m zmo|o rcp |naalc`k zcak luzt|nho`z ecgcbo|p mcjgz t|opo|yoj ognubm ni zmo naj pvpzoe zn ecko fz iocpflao Fz

pooep zmcz cizo| enpz ni zmo t|nho`z rcp `netaozoj zmo t|nho`z ecgcbo|p fjogzfifoj zmcz

zmo oc|afo| poz opzfeczop lcpoj ng zmo `netao}fzv ni zmo t|nho`z rcp r|ngb'

,[Fgzob|czfng rcpU ic| en|o zo`mgf`ca cgj ic| en|o jfiif`uaz zn zopz fg cjycg`o cgj

capn if} t|nlaoep ng`o zmov cttoc|oj,

C |fpk ecgcboeogz tacg rfaa poz fgzn enzfng `ngzfgbog`v c`zfngp fg pu`m fgpzcg`op

caanrfgb ntzfngp in| |o`nyo|v'

0'? FGFZFCA P@NTO ECGCBOEOGZ FGC@@_\C@FOP

Fet|nto| fgfzfca opzfeczfng ni `netao}fzv cgj b|cyfzv ni t|nho`z rcp capn c `ngz|fluzfgb

ic`zn| zn zmo t|nho`z jnrgicaa' Ef`mcoa Kofzm zmo zmog t|opfjogz ni CZ)Z Rf|oaopp capn

c`kgnraojboj zmo ic`z zmcz zmo fgzob|czfng rcp ic| en|o zo`mgf`ca cgj ic| en|o jfiif`uaz

t|nlaoep ng`o zmov cttoc|oj' C in|eo| oetanvoo pcvp zmo lc`k%ogj pvpzoep

fgzob|czfng rn|k rcp pn `netao} zmcz fz rcpgz ugupuca zn poo zocep ni

7/23/2019 Analysis of AT&T Wireless Failed CRM Upgrade Project via Project Management Institute (PMI) Accepted Standards

12/20

3

-Zmfp rcpgz zmo `cpo in| zmfp t|nho`z&' CZ)Z Pfoloa pvpzoe utb|cjo fgynayoj `netao}

fgzob|czfngp cgj zopzfgb zmcz tupmoj cbcfgpz c if}oj jocjafgo ng guelo| tn|zclfafzv

fetnpoj lv bnyo|geogz' Lv fjogzfivfgb cgj t|otc|fgb in| zmo rn|pz `cpo p`ogc|fn-p&!

oyog zmnubm fz fp ugafkoav rfaa efgfefxo |fpk ni c ecppfyo lupfgopp icfau|o'

7/23/2019 Analysis of AT&T Wireless Failed CRM Upgrade Project via Project Management Institute (PMI) Accepted Standards

17/20

32

\optngpo tacg rfaa fg`aujo!

3' Pzn|fgb lc`kutp ni naj pvpzoe cp cgj rmog go`oppc|v jozo|efgoj lv t|nho`z

ecgcbo|p zn ogpu|o |naalc`k fg `cpo ni pvpzoe `|cpmop

7/23/2019 Analysis of AT&T Wireless Failed CRM Upgrade Project via Project Management Institute (PMI) Accepted Standards

18/20

3=

:'?LOZZO\ P@NTO ECGCBOEOGZ

Cp jfp`uppoj ugjo| |ocpng in| icfau|o fz rcp fjogzfifoj zmcz oiif`fogz `mcgbo

ecgcboeogz rcp gnz poz fg tac`o in| zmo t|nho`z' Rmog c `mcgbo- c joyfczfng ni gn|eca

tacggoj nlho`zfyop.p`nto& fp fjogzfifoj fz pmnuaj tcpp zm|nubm c in|eca t|n`opp loin|o fz

fp c``otzoj. |oho`zoj' Zmfp rcv zmo |oaoycgz pzckomnajo|p ni zmo t|nho`z `cg cjhupz zmo

t|nho`z tacgp zn c``neenjczo zmo `mcgbo rfzm efgfeue oiio`z zn zmo t|nho`zp nyo|caa

bncap'

TacggfgbJn`ueogzp

Fp @mcgboC``otzclao>

@mcgbo\osuopz

Cppop zmo Fetc`z

Ctt|nyo@mcgb>

\oho`z @mcgbo

Tacggfgb

P`ogc|fnp

_tjczo Tacggfgb

Jn`ueogzpFetaoeogz@mcgbo

GnVop

Vop

Gn

T|ntnpoj fgzob|czoj mcgbo ngz|na t|n`opp in| CZ)Z T|nho`z

C `mcgbo |oyfor zoce cttnfgzoj rfaa oycauczo! c``otz.|oho`z `mcgbo |osuopzp lcpoj ng

t|nyfjoj fgin|eczfng' Zmfp zoce rfaa `net|fpo ni T|nho`z Ecgcbo| cgj Zoce Aocjp'

:'9NZMO\ IC@ZN\P

T|n`u|oeogz ecgcboeogz `nuaj mcyo loog tacgoj lozzo|' Caa ni CZ)Z `netozfzn|p

poao`zoj cgnzmo| t|nyfjo| in| guelo| tn|zfgb! CZ)Z pmnuaj mcyo `c|oiuaav cppoppoj

zmfp cgj fjogzfifoj zmo jfiif`uazfop zmcz rnuaj c|fpo fg `mnnpfgb c jfiio|ogz t|nyfjo|

lo`cupo fz rfaa fg`|ocpo zmo fgzob|czfngp gooj' CZ)Z `mnf`o ni c `netozfgb yogjn|

eocgz cjjfzfngca acvo|p ni fgzob|czfng rmf`m `cupoj `netao}fzfop' Fzp lopz zn |oju`o

uggo`oppc|v fgzob|czfng rmogoyo| tnppflao'

7/23/2019 Analysis of AT&T Wireless Failed CRM Upgrade Project via Project Management Institute (PMI) Accepted Standards

19/20

7/23/2019 Analysis of AT&T Wireless Failed CRM Upgrade Project via Project Management Institute (PMI) Accepted Standards

20/20

9'4 @NG@A_PFNG

Zmfp o}cetao in| c t|nho`z icfau|o `cg lo upoj cp c lcpoafgo in| pzujv ni nzmo| t|nho`z

icfau|op! pfg`o fzp `ngzcfgoj oaoeogzp zmcz rfaa u|bo c `netcgvp znt ecgcboeogz fgzn

ocbo|av to|upfgb fzp bncap! cp roaa cp c`zfngp |oaczoj zn fgoiio`zfyo t|nho`z ecgcboeogz

zmcz aoj zn c `netcgv lofgb pnaj zn fzp nrg `netozfzn|p' Zmfp cgcavpfp t|nho`z |oyocaoj

oyog zmo pecaaopz ni efpzckop fp pzfaa lofgb jngo fg echn| t|nho`zp' Cgj capn zmo muecg

|opnu|`o fp pzfaa zmo enpz yfzca cppoz fg cgv t|nho`z'

2'4 C@KGNRAOJBOEOGZP

3' Zmo Ao`zu|o| fg `mc|bo ni zmfp enjuao E|' Ecgbcac To|o|c ! rmn bufjoj eo fg

ugjo|pzcgjfgb zmo `ng`otzp cgj lopz t|c`zf`op upoj fg enjo|g jcv t|nho`z

ecgcboeogz'