Document Type

Closed Project

Publication Date

Fall 2002


Dragan Milosevic

Course Title

Project Management Framework

Course Number

EMGT 510/610


Project management, Customer relations -- Management, Project managers -- Practice, Strategic planning


Welch Allyn Protocol, Inc. (WAP) is a company in transition. Recently acquired by a larger corporation, WAP is struggling to become a more efficient and customer oriented company. To accomplish these goals WAP has recently started implementing a project management system. The project management process is in place and is growing and maturing, but some irregularities still exist.

We take a look at the current situation in WAPs department of Customer Care where we focus our attention through out this paper. We determine what critical issues confront WAP, and look into the PM processes that are in place.

We then address some of the problems that we feel are important to the success of WAP’s project management system. Our approach to these issues are divided into short term goals in which we discuss and make recommendations on the need of a project management office, improvement of the homegrown information system, AJAX and the importance of metrics and their usage. Then there are the long term goals; culture, training, the award system, evaluations, competence, and their implications.


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