REG NASA-LLIS-1362-2003 Lessons Learned Program and Project Management Customer Relations.pdf

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1、Lessons Learned Entry: 1362Lesson Info:a71 Lesson Number: 1362a71 Lesson Date: 2003-01-01a71 Submitting Organization: ARCa71 Submitted by: Donald R. MendozaSubject: Program and Project Management: Customer Relations Abstract: In order to build and maintain a trusted and established relationship with

2、 its data sources and partners, projects must have an awareness and sensitivity to their partners environment.Description of Driving Event: The Project, whose main objective was to reduce human error caused incidents and accidents in aviation, was dependent on acquiring highly sensitive information

3、from several of its customers/stakeholders. This was made especially challenging by the increased demands for security and resources placed upon the airline industry by the 9/11/2001 terrorist attacks.Lesson(s) Learned: In order to build and maintain a trusted and established relationship with its d

4、ata sources and partners, the Project ensured awareness and sensitivity to their environment by: 1. Adjusting their information requests/requirements to be compatible with the providers schedule and resources.2. Hiring and consulting people with histories and background experience working with these

5、 sources.The result of these efforts not only maintained the Projects relationship with the industry but strengthened it as the airlines did their best to respond to the Projects original schedule of requests and recommended other sources of information to fill any gaps. Recommendation(s): Provided

6、by IHSNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-Projects having dependencies on partners that may be extremely sensitive to social/economic/political events should consider: 1. Defining milestones, in a broad sense, such that their schedule can be adjusted to

7、 compliment that of their partners.2. Staffing the Project with personnel who have experience working with similar partners and in a similar volatile environment (personnel with direct work experience with the Projects partners may prove to be valuable assets to have).Evidence of Recurrence Control

8、Effectiveness: N/ADocuments Related to Lesson: N/AMission Directorate(s): a71 Exploration Systemsa71 Sciencea71 Space Operationsa71 Aeronautics ResearchAdditional Key Phrase(s): a71 External Relationsa71 Program and Project ManagementAdditional Info: Approval Info: a71 Approval Date: 2003-09-29a71 Approval Name: Andrew Hockera71 Approval Organization: ARCa71 Approval Phone Number: 650-604-4120Provided by IHSNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-