PROJECT MANAGEMENT - Hospitality Net – North America · Applying Project Management ... •...

PROJECT MANAGEMENT

Speakers:Karen BozichLeigh Baker

Introductions

• Karen Bozich – Vice President & CIO, Wynn Resorts

• Leigh Baker – Manager, Shipboard Applications Delivery, RCCL

Applying Project Management

Theory: • The “textbook” method of project management

– Reality:• Opening new resorts and various other casino/hotel projects• Various new ship projects for Royal Caribbean International and Celebrity

Cruises Information Technology

– Focus on the things we forget to think about!

REALITYTHEORY VS.

Applying Project Management

• Project Initiation• Planning• Development• Implementation• Project Closure

Adopted Project Lifecycle

InitiationImplem

entation

Development Planning

Closure

HardwareRollout Begins

IntegratedSystem Tested

Maintenance BeginsTraining Complete

GO LIVEVision Drafted

Scope Drafted

Risk AssessmentDrafted

VISION/SCOPEAPPROVED

Project Plan andSchedule Drafted

Budget Drafted

RequirementsDrafted

BUDGET/PLANAPPROVED

SCOPECOMPLETERollout Planned

Initial Test

ProductsComplete/Received

Technical Spec & Orders Complete

Go Live Checkpoint

70% Checkpoint

Based on MSF & MRI

Applying Project Management

• Project Initiation• Planning• Development • Implementation• Project Closure

Project Initiation

• Vision• Scope

Project Initiation – Vision

• KNOW THE WHOLE VISION• KNOW THE VISIONARY• HAVE ACCESS TO THE VISIONARY

Project Initiation - Scope

– Objectives– Assumptions– Ownership– Control Factors– Priorities– General Resource

Information (human, financial, time)

– Risk Factors

Project Initiation - Scope

– Objectives– Assumptions– Ownership– Control Factors– Priorities– General Resource

Information (human, financial, time)

– Risk Factors

Project Initiation - Scope

– Objectives– Assumptions– Ownership– Control Factors– Priorities– General Resource

Information (human, financial, time)

– Risk Factors

Project Initiation - Scope

– Objectives– Assumptions– Ownership– Control Factors– Priorities– General Resource

Information (human, financial, time)

– Risk Factors

Schedule/Deadline

Budget/Resources

Scope/Features

Project Initiation - Scope

– Objectives– Assumptions– Ownership– Control Factors– Priorities– General Resource

Information (human, financial, time)

– Risk Factors

RISKS (Examples)

New Feature Idea May Not Be Accepted – is a mock up necessaryNew Technology that Might Fail – will a special volume transaction test be necessaryBenefits will not be realized – Prepare to do a cost/benefit analysis

Project Initiation - Scope

Scope “Creep”

Applying Project Management

• Project Initiation• Planning• Development• Implementation• Project Closure

Adopted Project Lifecycle

InitiationImplem

entation

Development Planning

Closure

Vision Drafted

Scope Drafted

Risk AssessmentDrafted

VISION/SCOPEAPPROVED

Project Plan andSchedule Drafted

Budget Drafted

RequirementsDrafted

BUDGET/PLANAPPROVED Based on MSF & MRI

Planning

• Project Control Triangle• Communication Plan• Procurement Plan• Quality Plan• Risk Plan• Final Project Plan• Project Plan Approval• Kickoff Meeting• Network Diagram

• Work Breakdown Structure (WBS)

• Create The Team• Estimate Time & Cost• Identify Critical Path• Schedule• Budget • Change Control Plan• Expectation Management

Plan

Breakdown the impossibly large task into manageable subtasks

Planning – Team Roles

• Identify all roles – even if they are done by one person

• Teams are not hierarchical –they are a group of experts in their field

• Ensure the project has a business owner

• Require that your vendors have a skilled project manager dedicated

• Information Technology must have technical representatives right on the team

BusinessOps

Expert

LogisticsRep

End UserRep

HardwareRep

ProjectLead

NetworkRep

Vendor Lead

Owner

Planning – Team Roles

Team Roles can change according to phase:

Shoreside(pre-implementation)

• IT Project Manager• Technical Lead (build)• Technical Specialists• Application Specialists• Outside Labor (Vendors, etc.)

• ALL: 5-day week

Shipboard(implementation)

• IT head of department• Technical Lead (trouble-shoot)• Temporary Help Desk• Trainers• Part of IT

• All: 7-day week

Applying Project Management

• Project Initiation• Planning• Development• Implementation• Project Closure

Adopted Project Lifecycle

InitiationImplem

entation

Development Planning

Closure

Vision Drafted

Scope Drafted

Risk AssessmentDrafted

VISION/SCOPEAPPROVED

Project Plan andSchedule Drafted

Budget Drafted

RequirementsDrafted

BUDGET/PLANAPPROVED

SCOPECOMPLETERollout Planned

Initial Test

ProductsComplete/Received

Technical Spec & Orders Complete

70% Checkpoint

Based on MSF & MRI

Development

• Acquire Software/Hardware• Build Solution• Checkpoints• Test• Plan the Rollout• Scope of Solution is Complete

DANGER: watch out for projects that “go dark” on you!

Build/Test – the “ITCC”

Introducing RCCL’s Information Technology Configuration Center (ITCC)

1998 - In preparation for aggressive newbuilding program:

• Cement floor warehouse• Front offices & part-time staff• Extra power and air conditioning as needed• Temporary network cabling as needed• All systems temporary/transient per project

Build/Test – the “ITCC”“Old” ITCC

(picture)

Build/Test – the “ITCC”

Introducing RCCL’s Information Technology Configuration Center (ITCC)

2000 – In preparation for four-ship year and large capital projects

• 22,000 sq. ft.• Bonded warehouse with container docks• Front offices & full-time staff• Built with proper power and air conditioning• Permanent raised floor and network infrastructure• Split space for temporary vs. permanent installations• Satellite dish (C-band emulation)• Proximity and video security systems

Build/TestNew ITCC

Build/Test

Introducing RCCL’s Information Technology Configuration Center (ITCC)

• Newbuilds and Projects– Flexible– Multiple configurations

• Testing– Stable– Recreate any ship environment

• Training– Live environment– Ship staff visits and meetings

Build/Test

ITCC between projects:

Build/Test

Build/Test

Build/Test

RCCL Information Technology Configuration Center

Recognized: CIO 100 for ‘Innovation’

Applying Project Management

• Project Initiation• Planning• Development• Implementation• Project Closure

Adopted Project Lifecycle

InitiationImplem

entation

Development Planning

Closure

HardwareRollout Begins

IntegratedSystem Tested

Maintenance BeginsTraining Complete

GO LIVEVision Drafted

Scope Drafted

Risk AssessmentDrafted

VISION/SCOPEAPPROVED

Project Plan andSchedule Drafted

Budget Drafted

RequirementsDrafted

BUDGET/PLANAPPROVED

SCOPECOMPLETERollout Planned

Initial Test

ProductsComplete/Received

Technical Spce & Orders Complete

Go Live Checkpoint

70% Checkpoint

Based on MSF & MRI

Implementation

• Use the Implementation Plan from last Phase• Rollout the Hardware• Install the Software onto Production Computers• Enter the Configuration Information (Codes, Names, etc.)• Run an Integrated Systems Test (IST)• Initiate the Training Plan• Train• Copy the Training Configuration into Production• Do the Final Checkpoint for “GO LIVE”• Go Live

Implementation

A few stories to illustrate unexpected challenges “in the field”

• Barter system• Spring in France• One man’s trash ….• Boy Scout Motto

Leigh’s lesson learned:– MORE PLANNING!

Implementation

CASE:

• Computer Room raised floor is defined in spec• Raised floor components are paid in full• Floor materials are on site• Installation labor is on site• Our next step is on the Critical Path• The raised floor is NOT …

What did we do?

Implementation

BRIBERY… also known as the barter system

Traded vodka for a labor priority change

ImplementationA lovely and standard raised floor:

Implementation

CASE:

• IT Team is on site• IT tasks are on schedule• It’s spring at the French seaside• The ship is really really late• The hotels are full• We cannot move onboard …

What did we do?

Implementation

SLUM IT!

We moved into a Trailer Park

ImplementationCozy!

Implementation

But we made the best of it!

Implementation

CASE:

• IT containers have all arrived at drydock• IT team is on site• Crane operator is here now (gone tomorrow)• Night is falling – it’s freezing• The ship just arrived• There is no gangway …

What did we do?

Implementation

One man’s trash is another man’s treasure:

We loaded five 40’ containers with a trash skip… in the dark

… in a Hamburg drydock… in the freezing cold

Implementation

Implementation

Implementation

Implementation

CASE:

• It’s spring in France (again)• It’s May• It’s May Day• …. In France• There will be NO work today …

What did we do?

Implementation

“LABOR ACTION”

Implementation

Live by the Boy Scout Motto: BE PREPARED

Bring our own TeamProvide our own Transportation

Pack our own Tools …Control our own Time

Implementation

Success

WAIT!

We’re not quite done yet!

Adopted Project Lifecycle

InitiationImplem

entation

Development Planning

Closure

HardwareRollout Begins

IntegratedSystem Tested

Maintenance BeginsTraining Complete

GO LIVEVision Drafted

Scope Drafted

Risk AssessmentDrafted

VISION/SCOPEAPPROVED

Project Plan andSchedule Drafted

Budget Drafted

RequirementsDrafted

BUDGET/PLANAPPROVED

SCOPECOMPLETERollout Planned

Initial Test

ProductsComplete/Received

Technical Spce & Orders Complete

Go Live Checkpoint

70% Checkpoint

Based on MSF & MRI

Applying Project Management

• Project Initiation• Planning• Development• Implementation• Project Closure

Project Closure

• Sign offs• Budget• Client Survey• Post-mortem• Post-closure (+six month) audits

Project Closure

The Post-Mortem

• Individual Team Performance• Cross-Functional Team Performance• Vendor Performance• Evaluation of Risks and Risk Management• Update Project Plan (like “as-builts”) for Posterity• Neatly File all Project Documents

Project Closure

The Post-Closure (+six month) Audit

• Part of Capital Request process at RCCL– Deliverable– Justification– Metrics

• Six months after Project Closure– Random audit of listed deliverables– Measurement of proposed vs. actual results

• Improve processes going forward

Adopted Project Lifecycle

InitiationImplem

entation

Development Planning

Closure

HardwareRollout Begins

IntegratedSystem Tested

Maintenance BeginsTraining Complete

GO LIVEVision Drafted

Scope Drafted

Risk AssessmentDrafted

VISION/SCOPEAPPROVED

Project Plan andSchedule Drafted

Budget Drafted

RequirementsDrafted

BUDGET/PLANAPPROVED

SCOPECOMPLETERollout Planned

Initial Test

ProductsComplete/Received

Technical Spce & Orders Complete

Go Live Checkpoint

70% Checkpoint

Based on MSF & MRI

Q & A

and Thank You