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 isp
project
Project Management Process Re-engineering for
Fortune 100 Telecommunications Company
Our client requested project management maintenance services to
maintain their Web based Internet Service Provider Customer Care
system. After diagnosing the current software process in place,
and the parties involved in communications, such as users, developers,
management, business analysts, technical support, quality assurance,
we decided to take a closer look at the tools and processes being
used on a day to day basis by all parties involved.
Different work groups were using different tools for tracking and
a tremendous amount of duplicate entry was being performed unnecessarily.
Priorities were not set in advance, and all groups were operating
on an emergency basis with little organization. By taking tools
which had already been developed by other groups, and adding some
customized management tools, one central data warehouse was created
to maintain all critical data in one place which was accessible
by all parties. Added networking functionality was added to allow
complete accessibility.
The elimination of duplicate data entry by various departments immediately
reduced errors by over 70%. By reducing the work load to maintain
and verify critical details, requests, and status, all parties were
able to focus their energies on the quality of the product and the
quality of the services being performed for the users. The lag time
between user enhancement requests and delivering software to meet
these requests was reduced by over 50%. The Customer Care system
was written in Next Objects and Objective C in Unix. The backend
was a Sybase database. Rational Rose was used for diagramming abstractions.
By allowing developers to have a clearer understanding of user requests,
they were able to provide solutions which actually anticipated the
future needs of the users through providing high level solution
based object oriented architectures instead of providing less useful
simple localized bug fixing through small code changes. Quality
assurance spent much less time finding errors. Users got what they
needed, fast. And the quality of code improved with every release.
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