Project Management case (i)

The following is the project management process encountered problems, because the project management experience is not particularly sufficient, so inevitably in the process of communication there are some conflicts, the purpose of the book is to remember the previous mistakes, for the future project management to lay a better foundation __ Cattle TT

Project Management Case One:

participants: business 1, Business 2, customer service leader, customer Service 1, technology leadership, Technology 1

Interactive tools: Mail

Cause: There is a major customer complaint, because the customer is a special type of document, resulting in customer Exchange error.

Customer Service 1 e-mail:

Business 1:

Hello! Annex is Mr. X major complaint form, please help to deal with as soon as possible, hard. Thank you!

Business 1 E-mail:

Customer service 1, Hello!

The annex is a reply to the major complaints, from the business point of view, X product Exchange does not support offline manual operation, must be generated by the system to convert documents, about the system has special treatment, please with the Ministry of Science and Technology responsible for colleagues to confirm, thank you!

Business 1 E-mail:

Technology 1, Hello!

Annex is the customer is not able to redeem X products of the major complaints, just received customer service department colleagues telephone communication, from the business point of view, as long as the customer card status and points sufficient to redeem points, customers meet the above conditions, can we ask the relevant advice, whether there are other special processing methods for customers to successfully generate orders, Thank you!

Technology 1 E-mail:

Business 1 Hello:

This way after the request of the leadership, now provide a treatment, please also consider the risks and feasibility.

L Provide methods:

1. Let the customer next order or use the original customer orders or you help the customer next order, we need you to clearly inform us of the customer's order to operate

2. Inform our customer of the order number and the corresponding airline's membership number

3. We change this order to success in the system and generate expedited documents for redemption

4. The business department to manually find operations management department to deduct points

L Possible risks:

1. Will result in uneven reconciliation

2. For system needs to modify production data directly

Things you need to cooperate with:

1. Clearly inform our customer that the order needs to be operated

2. Please note the reconciliation of this order and inform the operator in advance

3. In the Operations Management department to deduct customer points

4. Please submit the Production Data Amendment form to my department

The above proposal, please business 1 this side to evaluate whether agree? If there is a problem we keep communication, thank you.

Business 1 E-mail:

Technology 1, Hello!

From a business perspective, the customer card status is normal and the credit balance is sufficient, you should enjoy the right to redeem X goods. As regards the technical methods and risks associated with your email, as a business person, you are not particularly aware of the technological aspects of processing and risk. Also ask your leader to decide. Business aspects such as need any cooperation, please inform, I will try to cooperate, hard, thank you!

Technology 1 E-mail:

Business 1 Hello:

The specific feasibility plan has been provided. If there is no objection, please help to do something, thank you.

1. Clearly inform our customer that the order needs to be operated

2. Please note the reconciliation of this order and inform the operator in advance

3. In the Operations Management department to deduct customer points

4. Please submit the Production Data Amendment form to my department

Business 1 E-mail:

Technology 1, Hello!

Now points Mall customer order record has three (see annex), adjust which pen from the business perspective no difference, such as from the technical point of view to choose which order is not different, we recommend the most recent order, that is, the order number: 123456XXX. I will inform the Operation center in time, the adjustment of the order will cause the reconciliation, the points deduction will be deducted from the operation coordination arrangement. In addition, about the generation of data modification orders, because it is not clear that the specific need to modify which generation data, the generation of data modification order can you please issue, hard, thank you!

Technology 1 E-mail:

Business 1 Hello:

The feasibility of the scheme has been informed, if there is no data modification orders, we do not have the authority to go to the operating system, then we have no way to modify the customer, please consider, thank you.

Business 2 e-mail:

Technology 1, Good afternoon:

This issue occurred in September, when the Ministry of Science and Technology Mail told the business unit to test and submit reports before the issue can be fixed online. But in early October, when the business unit was ready to test the data, the Department of Science and Technology had not provided the appropriate testing environment. On this issue, the business unit has been notified on several occasions and has not yet been resolved. Therefore, the Ministry of Science and Technology to resolve the customer's major complaints.

Technology 1 E-mail:

Business 2 Hello:

The whole problem is also science and technology discovery, in fact, the special type of document number redemption products should be on the line when the test, but did not test. We have already had a special email explanation for not providing the test environment, of course, it is no use, we still have to deal with the order of the complaint is better. Follow-up we will provide testing environment, unified solution to this kind of problem, thank you.

Business 2 e-mail:

Technology 1, Good afternoon:

If the test was completed in October, would it be possible to avoid the customer's major complaint? In addition, after I took over, the mall never raised the need for changes related to the customer ID number, as a business unit we did not know how to verify the customer information in the mall and the channel. The disclosure of related issues is also due to customer complaints, only found.

Technology 1 E-mail:

Business 2 Hello:

Yes, this is a system legacy issues, neither you take over after the problem, nor I take over after the problem, is the original system on-line when the test is not good. But we're not going to be able to solve the problem because we didn't test it, right?

In addition, there is no test environment problem, we are also active in the solution. has been specifically informed.

We should not dwell on the question of who the question is, or whether it is better to actively resolve the issue of this complaint.

I do not know you say so much, to solve this problem of the meaning of where?

Business 2 e-mail:

Technology 1, Good afternoon:

If the test was completed in October, would it be possible to avoid the customer's major complaint? This question is good to return to the bar ~!

Technology 1 E-mail:

Business 2 Hello:

Now the problem is: October did not test it well. is already an established fact, so what is the significance of the established facts for this solution?

Business 2 e-mail:

Technology 1, Good afternoon:

The problem is all interlocking, and I think you should know that. You need the business unit to submit a system data change sheet to resolve the customer's major complaints. What about the next customer complaint? At the next time?

This kind of symptom does not cure a solution, do you feel right here?

Technology 1 E-mail:

Business 2 Hello:

Our code has been modified, just when we submitted the UAT test, because of environmental reasons, it is not yet ready to be tested. We have already told you that we are actively solving the problem and we will let you know. This is our solution to the root causes, I have told you many times.

But does it make sense for us to resolve this complaint? Because this complaint has already happened.

Business 2 e-mail:

Technology 1, Good afternoon:

Our colleagues at the Ministry of Science and Technology have fixed the bug, and as a business unit we are grateful, and we have prepared the test data as required. Your side has been stressing that you have told me that there is no test environment that is being addressed. This customer complaint is not in your coordination, the reorganization of the test environment in the process of happening?! What are the benefits of solving future problems if your solution is not online? What is the difference between this plan and the other? As a business unit we need time, accurate time to respond to customers, and to conduct business.

PS: Mall from the time I took over to the 2014.8.15 the test environment is very stable, whether it is the demand X on-line, or demand y on-line, have not appeared too long period environment is not available.

Technology 1 E-mail:

Business 2 Hello:

I never seem to say that my radical solution is not online, but it takes time to solve it. Does it make sense to resolve this complaint even if we can put the solution on the line right away? This complaint has already happened.

Also, do we not solve this problem because we need to submit a list?

Business 2 e-mail:

Technology 1, Good afternoon:

Please take a look at your side to ask the leadership after the problem solution, and browse the relevant mail. Besides you, has anyone said that this problem is not solved? My email was originally intended to be: in the case of so many systemic risks

You let the business sector weigh it. Is it appropriate? Do you think it is appropriate for the business people to ask and weigh?

You're staring at the problem now, what if we have a customer complaint tomorrow? Is there a need to ask for instructions again? To communicate again? You never give your side the time to provide a test platform, to avoid this problem, do you think it is appropriate?

Technology 1 E-mail:

Business 2 Hello:

I have never avoided this problem, I have already said, I am actively solve the test environment problem, the environment solved, you pass the test, we go online. It's just a matter of time, this is a problem I've been solving, and I'm staring at a problem that I've clearly told you about. I do not know that you have been talking about this problem now, this problem can be solved now? What's the point of your tangled up here? How many e-mail test environments will be automatically ready?

It is my duty to tell the business that we have proposed to revise the scheme. And business 1 said that not from a technical point of view, I also in the second email has clearly told the business 1, need them to cooperate with what things.

Before the system changes are not online, if you encounter complaints, you have a better way to deal with the customer? We can do on the one hand as soon as possible to repair the system, on the other hand to solve customer complaints. I think both of these aspects are important, and I've arranged for people to solve these things.

In addition this is not a system bug, is not in place before the test.

Technology leader e-mail:

Two solutions let's go together.

Hope to cooperate with it.

Technology leader e-mail:

I would like to explain the data sheet, because we solve customer complaints when the order to change orders, which requires business authorization, to avoid the risk of internal operations. This is not related to whether it is a bug. We fix this problem is to avoid future customers can not order, can not solve this customer problem. If you do not have a data sheet, then we fix the bug, then tell the customer to order again, or provide the ability to order manually.

Business 2 e-mail:

Technology 1, Good afternoon:

There is no need to discuss, according to the technical leadership of the reply to do it ~! You always think you are right, are you really right? Are you actively solving, inefficient, and without deadlines, which is in line with the most basic requirements of project management? Does it make sense to be positive in the absence of efficiency and deadlines?

Technology 1 E-mail:

Business 2 Hello:

Do not tell others is to do the basic requirements of project management, but also the basic requirements of life, but also the basic requirements of communication. In addition, if you are less involved in technology, we will deal with things faster and better. Thank you.

Business 2 e-mail:

Technology 1, Good afternoon:

Good! I've seen a lot of managers who think they are. Lazy nonsense, to care ~!

Technology 1 E-mail:

Business 2 Hello:

Did you see it? You are too lazy to say so much, but it is really scary. Sometimes it's not good to have too much control.

Project Management case (i)