Introduction
As the new director of customer service, I am charged with turning around this project that has been lagging for some time. The new customer service system that is being developed is expected to create efficiencies, automate call center functions, and increase the quality of customer service. My goal is to identify the failures, get the project back on track, and complete it in a timely and cost-effective manner.
Analyzing Two Reasons the Former Manager Was Unsuitable for the Project Role
The first reason the previous manager may not have been the right person to run this project is that he or she lacked project management experience. Due to the lack of experience, the head did not have the necessary skills to control the project effectively, such as the ability to set realistic goals, create a timeline, develop a budget, and delegate tasks.
The second reason why the previous head failed to run this project is that the manager did not have the required authority to effectively lead the team. As such, the manager may not have had the necessary authority to motivate the team to work together, get the resources needed from other departments, and make decisions. Without the required authority and experience, the project easily becomes stalled due to the lack of cooperation and resources.
Determining the Type of Power Held by an Independent Project Manager
As an independent project manager leading this project, I will have expert power. It is based on my knowledge and experience as a project manager and my ability to provide technical expertise and advice to the team. Additionally, I will be able to use the authority granted to me by the company to ensure that the project is completed according to the timeline and within the budget.
Identifying the Critical Executive Sponsor for Project Success
The key person in the company who must actively and fully support the project for it to succeed is the CEO. The CEO will need to provide guidance and support to the project team. This will ensure that both financial and human resources are accessible to complete the project. The CEO will also need to advocate for the project and ensure that all stakeholders are committed to its success.
Selecting the Most Effective Leadership Style for Project Management
The leadership style I will use as a project manager is transformational leadership. This type of leadership focuses on motivating and inspiring the team members to work together to achieve a common goal (Sandfort & Sarode, 2021). It will help me set a vision for the project on how it should be run, provide guidance and support to the team, and build a sense of commitment from the stakeholders.
Outlining Team Reform Steps and Defining the Desired Team Culture
To reform the team, I will create an environment where people will have trust and collaborate. I will foster open communication between the team members and encourage them to provide feedback and ideas. The goal of this will be to create a culture of respect for each other and the project.
I will also ensure that each team member has met all the requirements that they may need to complete their tasks effectively. I will try to develop a constructive team culture. This type of culture encourages collaboration, creativity, and innovation from the team (Sandfort & Sarode, 2021). It focuses on positive behavior and rewards team members for their efforts.
I will also try to develop a team culture using the human synergistic circumflex in a constructive culture. This culture will make the team work together to achieve the project’s goals, and there is an emphasis on collaboration, creativity, and problem-solving. In order to develop this type of culture, I will ensure that the team members trust and respect each other, encourage open communication and feedback, and provide the team with the necessary resources to succeed.
Conclusion
By addressing the root cause of the project’s delay and over-budgeting, developing a clear plan of action, and engaging and motivating the stakeholders, I am confident that I can turn around this project and complete it in a timely and cost-effective manner. With the successful completion of this project, the company will benefit from an improved customer service system that will increase efficiency, automate call center functions, and improve the quality of customer service.
Reference
Sandfort, J., & Sarode, T. (2021). Art of hosting frameworks and methods as participatory research. In The SAGE handbook of participatory research and inquiry, (Vols. 1-2). SAGE Publications Ltd.