Discuss about the Role of Conflict in Project Management.
Latino Engineering is Australia based standard size company. About three hundred employees are currently employed in this enterprise. The Latino Engineering enterprise is popular in Australia to provide the quality equipment to the equity industry, to the oil and gas industry. They are renowned to develop the best mechanical parts for the machinery industry all across Australia. Dominic Latino, being the founder of this company has earned fame providing high-quality materials to the clients. Thus the clients from all over Australia respect him and appreciate his good work. He decides to retire at the age of sixty-five years and decide to hand over the company to an investor group (Sommer, Dukovska-Popovska and Steger-Jensen 2014). After taking the ownership of the company, the investor group is facing various kinds of issues and thus they are in search of an efficient project methodology that can probably give them the edge by which the enterprise can gain maximum benefits and maximum productivity. PRINCE2 is the widely accepted methodology and Latino Engineering can get the benefits out of this project methodology (Refer to Appendix A).
Latino Engineering starts to decline due to the collapse of the management body primarily. The enterprise basically does not have the correct methodology via which they can prosper their enterprise’s growth and the market size. The investor group who has taken the responsibility are not expert to handle the management and they are also not used to. That is why they are struggling to keep up the mark over the past one year. The adoption of the PRINCE2 methodology has the potential to tackle the difficult scenarios provoked in the company.Therefore, at first, the management body and the employees must choose an appropriate equipment design model which can cater the maximum profit and the productivity (Verzuh 2015). Latino will have to think about the workers of the employees of the enterprise as well. After the design plan, project tasks must be segregated among the workers or the labourers of the company according to their proficiency. The first phase of PRINCE2 implies that the project must be initiated according to the design plan proposed by the clients and the segregation of tasks among the employees as per their proficiency. The second phase represents the proper direction of the project in accordance with the proposal. The manager along with the workers must stay in touch with each other and should communicate with each other to provide the better service to he clients. The tasks must be segregated into multiple subtasks and then each of those subtasks must be accomplished within the set deadline (Nicholas and Steyn 2017). The managers and the labourers of the company must be ready for the consequences if any adversities occur within the enterprise, they must work on the issues and come to the solution and resolve the issues sooner. The first complaint regarding the defect of the equipment can be resolved by the aforesaid initiative.
The second complaint that arouses is the improper follow up with the Latino Engineering’s clients. The manager must stay in touch with their clients all the time. They must work in a proactive manner and should be responsive all the time. After taking up the task, the partial submission should be submitted to the clients, the clients’ feedback is very important that can enhance the communication and the relationship with the clients, the clients can be assured that they are getting the quality service and Latino Engineering is always responsive. This can improve the reputation of the company (Martinelli and Milosevic 2016). The clients’ demands must be granted and their problems should be given the priority as well. They can probably adopt the cloud technology and the IT services to facilitate the clients more. Again, they must consider the complaints regarding the project. The client may not be happy and satisfied with the product they get, in this case, the manager should take the charge and should analyse the complaint and should take the charge within twenty–four hours and should revert back the clients within this twenty-four hours. Latino Engineering must appoint a customer service team in their premises if possible to handle the simple queries that can take off the excess pressure from the managers and for this reason the managers can get time to handle the critical queries (Krysi?ski and Miller 2016). All these queries and the modifications made must be kept documented in digital form and the hard copy. PRINCE2’s planning and the monitoring phase implies the clients’ feedback and also the progress of the project. The planning phase is correlated with the workings of the labour on the basis of the deliverables sent to the clients, the monitoring phase of PRINCE2 is correlated with the feedback coming from the clients and workings as per the clients’ demands.
The third major issue that gets aroused is the turnaround time for issue resolution. The manager should act responsibly and should revert within twenty-four hours time. The management team of Latino Engineering must reply back the clients within one day of the query raised by the company and that is with full responsibility. The managers and as well as the labourers of the company should act in a proactive manner, they should provide the service in an agile and effective manner (Vardy 2015). The rework sent by the clients must be taken into consideration and should be submitted sooner to the clients.al these modifications done must be documented and should be sent to the clients, this documentation will act as proof and can help them for the future projects. This ensures further that the clients’ problems have solved. The PRINCE2 monitoring, planning and initiating phase implies that the third issue can be resolved accurately by PRINCE2 methodology (Svejvig and Andersen 2015). The initiating phase implies that the initiation of the project as per the deliverables delivered to the clients. The planning phase is associated with the reworks or the fresh works given by the clients.
The fourth major issue that has been faced by Latino Engineering and their clients is the non-responsive customer service team. Latino Engineering must embrace the IT services must embrace the cloud technology, this can help them to connect with the clients 24×7 all throughout day and night 24×7. Latino Engineering team must educate the customer service team with the required knowledge so that the clients can be catered with better customer service (Srivannaboon and Munkongsujarit 2016). The management team along with the managers of the company must keep in touch with the customer service team if any critical query arises then the managers must take the charge of the whole. The fifth major issue that arises can be resolved by the courier service team. The courier service they have planned to appoint can be a third party courier service team. The courier service team must be responsible to deliver the best service to the clients and should deliver correct mechanical parts to the correct clients. The courier service can even their own selected courier service team. They must take up the responsibility and should deliver the products to the clients within the time set without any delay (Karaman and Kurt 2015). The courier service team before the delivery must prepare a list and based on that they must make the schedule to deliver the products to the clients. In this way, the major issues can be faced and mitigated by the control measures and the control measures along with the continuous improvement plan will be discussed in the later part of the essay.
Latino Engineering’s clients have suffered a lot due to the delivery of defective engineering equipment manufactured by Latino Engineering (Coppola, D’Ambrogio and Gianni 2016). Latino Engineering does not follow the right strategy and the right path and for this reason, they have failed to meet the demands of the clients. They failed to hand over the best product to the clients. PRINCE2 can assist to provide the best plan, best procedure to start and direct the project. At first, the pricing of the project must be discussed and must be fixed. Then the proposals must be discussed with the clients to understand the project and the related tasks better, then thereafter the proposals must be analysed (Seymour and Hussein 2014). Later Latino Engineering must coney the list of deliverables based on the proposals and the deals made. Latino Engineering must start to work.
Once again, Latino Engineering struggles to follow up with the clients. The introduction of PRINCE2 can help to check the issue aroused. The entire project must be segregated into subparts, after that each subpart must be examined, later that subpart must be hand over to the Latino clients company (Alvarez-Dionisi, Turner and Mittra 2016). For this reason, the Latino’s clients must be assured that the project is in progress and the progress is fine and ok. Latino Engineering from the other side can be sure that the project can cater them the productivity they want, can cater them the facilities they want.
The other issue that they face is related with a deadline. The project and the relevant tasks associated with the project if not completed within the deadline set by the clients, that can be a huge problem and that can seriously affect the reputation of the company (Joslin and Müller 2015). When the partial submission is made and deliver to the clients, the clients are not satisfied with the management team or the management body, so they must appoint an effective customer service team or they should take assistance from the third party customer service team.
The customer service team must keep track of the feedbacks and must forward the same to the higher authority or the higher management (Turner and Hartley 2016). The negative feedbacks from the clients’ ends must be taken into consideration and the managers must take the decisions accordingly if any critical issue occurs they themselves must handle the difficult situations. The minute issues should be solved by the customer service team, that is why they must have the knowledge of the mechanical parts and the mechanical parts. If any negative feedback occurs within the organization the managers must direct the labourers of the company to take the charge to make the entire rework (Cicmil and Gaggiotti 2017). The employees must reply to the clients that they are working on the rework and they will send the rework sooner. This makes the clients believe that their answer is heard upon. The clients can also be ensured that they have been given the priority and they will get the machinery product within the stipulated deadline (Reynolds 2016). In this way, the reputation of the company can be embellished.
The clients of Latino Engineering has also complained that they have got the defective items and the products are not up to the standard. The sendings of defective products can be due to the lack of coordination and communication efforts from Latino Engineering’s end. The subtasks must be successfully finished and should be sent to the clients for the feedback or the reviews (Cicmil and Gaggiotti 2017). The reviews from the clients’ ends are absolutely necessary as that can let them know that the products on which the employees are working are fine and they are satisfied means that Latino Engineering can continue with their work. The clients if not happy will send the rework and will propose new design and development on which the Latino Engineering employees will have to work upon. Therefore, it is important to track that the reviews coming from the clients and it must be assessed that the review is negative or positive, lesser number of negative reviews signifies that the workers are working well and the management team can be satisfied and can be assured that they are on the right track and they can gain a lot by the project methodology approach they have taken (Dybå, Dingsøyr and Moe 2014). The workforce employed by Latino Engineering must have the required knowledge to solve the queries of the clients. The managers should spread their helping hand in the time of need. The rework proposed by the clients must be performed according to the parameters set by the clients. The rework must be performed and then that should be sent back to the clients. The clients if not satisfied with the rework must query again and the employees responsibly should take action accordingly. The customers’ satisfaction must be the area of concern (Basu 2014). The clients will be served until they are happy, in this way by enhancing the clients’ shopping experience, Latino Engineering can get the competitive edge they want, this can help them in the long run in conducting business activities.
The other complaint they receive is the shipment and delivery of wrong items. The clients have asked that they have got the wrong products which are not desirable and acceptable from such a reputed company. Latino Engineering must have the courier facility team which can assist them to ship the accurate products to the accurate clients. They have two options (Arnaut, Ferrari and e Souza 2016). The first option they can take is that they can seek help from the third party courier service facility, they are very much professional, they prepare a list of all the products they are going to ship and deliver, they verify the clients’ address and the clients’ details. They provide a scheduled deadline and within that deadline, they deliver the product. The clients, on the other hand, received the product and check and sign a document where it is written that they have received the products according to their wish and demands and the product is fine (Hughes et al. 2016). The third party courier service is that much professional. Latino Engineering now adopts this facility to solve this risk. They have the alternate option, they can appoint a courier service facility service for themselves too. The appointed courier service facility must be as efficient as the third party courier service. In this way, the whole project procedure can be concluded and along with that, the fifth issue can be resolved.
The PRINCE2 methodology has the seven phases and the seven phases can prove fruitful to Latino Engineering and it can facilitate the continuous improvement plan of the company if they follow the methodology properly step by step (Refer to Appendix B). This widely used methodology can help to minimize the threats and the risks occurring within the enterprise. Latino Engineering consists of the phases following which their business operations can get enhanced a lot. The phases of the PRINCE2 model are starting up a project, directing a project, initiation of the project, planning, controlling, monitoring and lastly the closing of the project All these phases must be conducted step by step to achieve the best possible outcome. The starting up the project implies that the project must be started and must be continued as discussed with the clients (Brones et al. 2014). Latino Engineering must focus on building quality equipment for the oil and gas industry, they must focus on manufacturing equipment for the utility industry, various industries have various kinds of demands and Latino Engineering must work according to their needs.
The direction of the project involves that the proposed project undertaking must be segregated into multiple subtasks and after completion of each task, the task must be thoroughly examined and then are conveyed to both the clients and the top level management. If both of them give the green signal Latino Engineering must proceed through (González-Marcos et al. 2016). The initiating of the project totally depend on the proposals made, the price fixed for the project and the on the contract made for the project. Based on the contract the deliverables are sent to the clients. If the deliverables get approved the workers must continue to work. Similarly, Latino Engineering must start working on the project based on the deliverables, the deliverables must contain all the details of the equipment needed for the project undertaken. The planning phase implies that the project is fine and the employees should proceed on the same. The successful project execution can be guaranteed if the test of those machinery products are successful and test results get approved by the managers and the clients (Eskerod and Huemann 2013). The controlling phase involves the preparation of a report on everyday workings of the project. The subtasks after being completed must be sent to both clients and the managers, a sign–off from them will signify that the project is ok and Latino Engineering employees must proceed.
The feedback is an important aspect of any industry and for any organization. It helps to know whether an organization is effectively working or not, it helps to know whether the clients are happy with the service or not, it also helps to know in which area they should improve. This Latino Engineering can be benefitted from the reviews and comments of the clients. The negative feedback must be considered and should work on as per clients demands to satisfy the clients and can retain the clients (Francis 2015). Thus PRINCE2 can prove to be effective for them to run their business. The closing phase implies that the project has been done in time with efficiency and the clients are happy with the project. The product has passed the test and is ready.
It can be concluded from the above discourse that PRINCE2 via those seven phases can bring in a positive outcome for Latino Engineering. The major issues and the complains that have been addressed can be significantly minimized by the seven approach model. The issues that have been showcased in the essay are the manufacturing of defective parts or the manufacturing of products which do not impress the clients and they have rejected the product. This has occurred due to poor strategy or the negligence of the top level management. Again, the lack of communication with the clients is the serious issue which has been highlighted in the essay. The managers should keep in touch with the clients and always help them at any kind of queries or help, but they seemed to be non-responsive and the clients feel they have been neglected, Similarly, the customer service team failed miserably to keep up with the clients’ requests. The delivery of the wrong products signifies the utter failure of the courier service as a whole. PRINCE2 adaptation can bring good to the company and Latino Engineering can regain the trust of the clients. The various aspects, as well as the benefits, have been showcased in the essay.
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