CASE STUDY

Developing Project Managers at Global World

The growth of Global World is ongoing, with three major customers now on board: two in traditional print-based industries and the third being a local college. They specialize in creating personalized eBooks for this college. This particular area of their business is expanding rapidly as word spreads about their successful projects. Account managers are actively engaging with multiple colleges and professional associations to explore further opportunities in electronic publishing.

With their expansion, Global World found it necessary to incorporate project management principles into their operations. In response to the challenges brought on by rapid growth, the founders made the decision to hire Rania as a full-time project associate or project manager. Her primary responsibility was to introduce project management practices and help the company navigate through the growth crisis. In her first three months as a PM, Rania successfully implemented formal project management processes, developed a comprehensive project management manual, and provided training to the employees. Within a year, the company achieved timely project delivery, established effective quality control measures, and received positive feedback from satisfied customers. This achievement opened doors to potential new projects and enhanced opportunities for acquiring new client.

With the ongoing growth, Rania started experiencing mounting pressure as she realized the magnitude of her responsibilities. Being the sole individual in charge, there remained a significant amount of work yet to be accomplished. Leveraging her project management expertise, Rania had successfully introduced additional formal project management procedures, crafted a comprehensive PM manual, and provided training to ensure efficient task completion by the employees. However, one specific aspect where she particularly felt overwhelmed was in providing adequate support to the supervisors.

As the eBook business continued to expand, the supervisors faced increasing demands. Many of them were exceptional print technicians who had stood out to the founders due to their positive attitudes and commitment to customer service. However, their roles had evolved significantly from simply operating highly automated print copiers. Nowadays, supervisors were required to handle more complex responsibilities. This included engaging with customers, collaborating with internal account managers and customer service representatives, and overseeing a diverse team of employees with varying skills, backgrounds, and motivations. It became increasingly challenging for supervisors to delegate difficult tasks to their employees when they themselves lacked the necessary skills and experience in eBook publishing, which had become the primary focus of the business.

Despite receiving some project management guidance from Rania, many supervisors understand the importance of assuming dual roles as leaders and managers. Challenges arise as project teams collaborate on eBook projects. One such challenge revolves around tracking the progress of the work, particularly when part-time employees contribute their portion and pass it on to another worker. Additionally, conflicts emerge that require management, ranging from technical issues such as delayed permissions and unincorporated content leading to schedule adjustments, to interpersonal issues among staff members. Some of these conflicts arise between the predominantly young, part-time student workers and the full-time employees. Supervisors frequently find themselves involved in mediating and resolving these conflicts. It is crucial for them to unite their staff members and foster highly capable and productive project teams for these fast-paced eBook endeavors. Building trust among the team members and demonstrating fair leadership while balancing work priorities and availability is paramount.

Supervisors are required to exhibit strong leadership qualities, inspire their team, and effectively motivate team members. Simultaneously, they must fulfill their managerial responsibilities by overseeing the day-to-day and moment-to-moment progress toward achieving project objectives. Being an effective motivator also entails being a skilled listener, understanding the challenges faced by team members, and addressing their individual needs.

Collectively, the supervisors came to the realization that they required two essential elements. Firstly, they acknowledged the need to enhance their proficiency in people skills, often referred to as "soft" skills, to enhance their overall effectiveness. Secondly, they recognized the necessity for increased project management support to improve their ability to meticulously monitor work details, task-level scheduling, and the inevitable adjustments that occur as team members alternate shifts and encounter delays in obtaining permissions.

Rania has initiated discussions with the management, human resources, and training department to explore strategies for addressing these requirements. One possibility being considered is arranging leadership development training for supervisors. Additionally, Rania is engaging in conversations with management to establish a project management office (PMO) that would provide dedicated project management resources to assist supervisors with their work tracking and scheduling difficulties. By addressing these two areas, Rania anticipates significant improvements in the efficiency of eBook delivery processes.

Answer all the questions below:

1. Identify and explain 4 main issues highlighted in the Global World. (25 marks)

2. Evaluate the necessary skills for supervisors to become effective project managers and explain the rationale behind the need for these skills. (25 marks)

3. Discuss the strategies that project managers could take to help their teams to be more effective. (25 marks)

4. If Rania were seeking guidance on setting up a project management office, what recommendations would you offer? What specific roles could the staff perform? (25 marks)