TOR - ANTHONY MAKGATO 129070575

Terms of Reference Anthony Makgato
Version x Created on Friday, 27 March 2015 Page 1 of 15
Push for PMO establishment at BTCL: Is it necessary after all?
Anthony Makgato (129070575)
MSc Project Management
Overview
Company Overview
Until fairly recently Botswana Telecommunications Corporation limited (BTCL), the sponsoring
organisation was a body corporate wholly owned by the Government of Botswana. BTC was
established by an act of Parliament (BTC Act of 1980) to provide, develop, operate and manage
Botswana's national and international telecommunications services. An amendment of the BTC
Act in 1996 allowed the establishment of a regulator called Botswana Telecommunications
Authority (BTA) and recently renamed the Botswana Communications Regulatory Authority,
(BOCRA). BOCRA subsequently repealed the monopoly of BTC, paving way for newly licenced
telecommunications service providers, mainly mobile operators to enter this once protected space.
Traditionally BTC has been a fixed line operator but following the introduction of the Service
Neutral Licensing Regime by the Regulator in 2007 BTC has since established its mobile network
business to service and compete in this highly competitive and vibrant market.
Problem Description
The recent liberalisation changes of the Botswana telecommunication market paved way for fierce
competition that saw local telecommunications operators entering each other’s market space.
Deregulation of the telecommunication market is posing serious competition challenges for BTCL,
thereby forcing the organisation to implement multiple projects aimed at delivering new service
capabilities and innovations to fend off the competition.
The competition relentlessly compels BTCL to look for the best solutions to take to the market at
the shortest time possible but very often, many of the projects intended to deliver these best
solutions are not completed within the defined time and budget and do not deliver the expected
benefits to the Organization. This appears to be largely due to the fact that projects are
disconnected and managed as silos, or not aligned or governed as one seamless portfolio. The
cumulative effect is that of delayed time-to-market which has resulted in BTCL losing its market
share to its rivals.
Proposed PM tool
Keeping pace with today’s competition in the telecommunications market calls for the
identification of new sources of competitive advantage as traditional sources of competitive
advantage have been found to be wanting for progressive Organisations like BTCL. BTCL has long
recognised that project management (PM) capabilities could be its source of competitive advantage
and resorted to PM practices to deliver its project. Despite the shift for BTCL, the success rate of
projects at BTCL is still not satisfactory and the establishment of an appropriate PMO is looked at,
as a tool that can improve BTCL’s abilities and Competencies in undertaking simultaneous projects
and consequently be able to deal with the complexity of managing their interdependencies and
multiple implementations better. The proposed PMO will need to put in place the optimal

organizational structure with clearly defined functions to be executed by the office.
Product to be delivered to client
 Build and provide a case for adoption of an appropriate PMO for the Corporation’s PM
environment
 Demonstrate in the form of a framework how the Corporation can improve its management
of Projects governed through a PMO
 Detailed Report
Client requirements
 Identification and demonstration of PMO capabilities in regards to management of projects
in the Corporation
 Presentation of a methodological approach to implementation of a PMO in the Corporation
 Presentation of a benefits realisation to implementation of a PMO in the Corporation
Constraints
 Time: Like any project this research project is time-bound and has to be completed within
300 hours. This may affect quality of project deliverables
 Access to client information and documentation; Telecommunication industry is a highly
competitive industry and the client might be tempted to withhold information which they
think is confidential and which may on the other hand be essential to the success of this
project.
 Biasness of the researcher; I have been part of the sponsoring organisation for many years
and as such the relationship I have with key resource persons and what I already know
about the sponsoring Organisation may influence the way I will conduct and report on the
research.
Resources
People: The client’s employees will form part of the survey and will be a key resource.
Information: Documents providing information on the current business process framework
Time: Contact time with client’s decision makers, subject experts and implementers will be
necessary

Reporting to Sponsor
Client: Botswana Telecommunications Corporation limited
Client Contact; Mr Kgolagano Kgagodi, Programme and Projects Delivery Manager
Consultation Mechanisms; face-to-face consultation will be the primary method used, however
document exchanges will be done through emails. On the initial and formative stages contact with
the sponsor will be as frequent as weekly but being less frequent on the later stages.
Reporting Mechanism: Email will be the primary reporting platform.
Sponsor Sign-off
.
Signature
Date

Project Objectives
1. To study and analyse the current PMO implementation maturity at BTCL
2. To carry-out an in-depth literature review on existing literature relating to PMO
implementation and adoption in organisations commensurate to BTCL and produce a
critical review addressing benefits associated with adoption of PMO in an organisation and
the success factors that ensure successful adoption.
3. To collect data from client Organisation to analyse and assess the PMO environment at
BTCL.
4. To identify best practices of implementing a PMO in organisations commensurate with
BTCL
5. To collate the client’s feedback on project outcomes and evaluate the entire project to
ascertain whether project objectives and client’s deliverables have been met.
6. To produce a dissertation covering appropriate literature, findings, analysis and a set of
recommendations to address the identified problem.
Research Questions
1. Can an introduction of a PMO be a source of competitive advantage in project
implementation for BTCL?
2. How can a PMO improve project success rate at BTCL?
Statement of Research
In today’s world the focus of organisational project management has gone beyond just delivering
projects in line with the iron triangle tenants but to create business value. Organisations through the
implementation of a PMO have been attempting to improve their competencies and abilities
regarding project management to achieve this feat. This project goes beyond just Project
Management as it relates to projects as it digs deeper to investigate issues of project management as
it relates to the organisation and implementation of organisational project Management. The
research will investigate the impetus of implementing a PMO and its impact on project delivery in a
telecommunications Operator in Botswana.
Initial References

Artto, K. et al., 2011. The integrative role of the project management office in the front end of innovation.
International Journal of Project Management, 29(4), pp.408–421. Available at:
http://linkinghub.elsevier.com/retrieve/pii/S0263786311000172 [Accessed June 14, 2014].
Aubry, M. et al., 2010. Project management offices in transition. International Journal of Project
Management, 28(8), pp.766–778. Available at:
Aubry, M., Hobbs, B. & Thuillier, D., 2007. A new framework for understanding organisational project
management through the PMO. International Journal of Project Management, 25(4), pp.328–336.
Available at: http://linkinghub.elsevier.com/retrieve/pii/S0263786307000087 [Accessed June 7,
2014].
Dai, C.X. & Wells, W.G., 2004. An exploration of project management office features and their relationship
to project performance. International Journal of Project Management, 22(7), pp.523–532. Available
at: http://linkinghub.elsevier.com/retrieve/pii/S0263786304000377 [Accessed May 30, 2014].
Demir, C. & Kocabaş, İ., 2010. Project Management Maturity Model (PMMM) in educational organizations.
Procedia - Social and Behavioral Sciences, 9, pp.1641–1645. Available at:
http://linkinghub.elsevier.com/retrieve/pii/S1877042810024845 [Accessed May 23, 2014].
Fernandes, G., Ward, S. & Araújo, M., 2013. Developing a Framework to Improve and Embed Project
Management Practices in Organisations. Procedia Technology, 9, pp.846–856. Available at:
http://linkinghub.elsevier.com/retrieve/pii/S221201731300248X [Accessed June 2, 2014].
Hobbs, B., Aubry, M. & Thuillier, D., 2008. The project management office as an organisational innovation.
Mariusz, H., 2014. Models of PMO Functioning in a Multi-project Environment. Procedia - Social and
Behavioral Sciences, 119, pp.46–54. Available at:
McHugh, O. & Hogan, M., 2011. Investigating the rationale for adopting an internationally-recognised
project management methodology in Ireland: The view of the project manager. International Journal
of Project Management, 29(5), pp.637–646. Available at:
Shi, Q., 2011. Rethinking the implementation of project management: A Value Adding Path Map approach.
Söderlund, J., 2004. Building theories of project management: past research, questions for the future.
http://linkinghub.elsevier.com/retrieve/pii/S026378630300070X [Accessed May 23, 2014].
Teller, J. et al., 2012. Formalization of project portfolio management: The moderating role of project
portfolio complexity. International Journal of Project Management, 30(5), pp.596–607. Available at:
Todorov, T.S., 2014. Evaluating Project and Program Management as Factor for Socio-economic
Development within EU. Procedia - Social and Behavioral Sciences, 119, pp.819–828. Available at:

Too, E.G. & Weaver, P., 2013. The management of project management: A conceptual framework for
project governance. International Journal of Project Management. Available at:
Unger, B.N., Gemünden, H.G. & Aubry, M., 2012. The three roles of a project portfolio management office:
Their impact on portfolio management execution and success. International Journal of Project
Management, 30(5), pp.608–620. Available at:
Statement of Level of Challenge
The taught modules of the programme have prepared me well to undertake this kind of research.
The formative module of Research and study skills has equipped me with research design skills
which are the building blocks to undertaking a successful research project. The competency in the
application of project Management tools and techniques to plan and control a project will be critical
at different stages of the research process.
This research will also require the researcher to employ critical reading and writing skills in order
to critically discuss and evaluate existing body of knowledge in the area of PMO implementation
and further research on future innovations around the area. The research will effectively develop a
PMO Implementation framework from analysis of the findings from the client organisation to form
recommendations to the client on how the organisation can implement a seamless PMO for better
management and performance of its projects.

Reporting to Supervisor
Dr Christo Panchev is the 1st supervisor for this research project
Communication with the supervisor will be through University Email, fortnightly. The contact
sessions will be used to receive guidance by way of feedback and to assess progress. The
prescribed feedback form may be used to record contacts.
.
Supervisor Sign-off
Signature Date

Social, Ethical, Professional and Legal Issues (SEPLI)
Student Name: Anthony Makgato Student No: 12129070575
Title of project: Push for PMO establishment at BTCL: Is it necessary after all?
Client: Botswana Telecommunication Corporation Limited
Location of client: Headquartered in Gaborone Botswana, Southern Africa
Description Evaluation of impact/risk
Social issues
The client has lost a
considerable share of the
market and consequently this
has affected the company’s
ability to remain competitive.
The consequences of the
sudden weakened bottom line
for the Company has taken
employees by surprise and
the majority of the workforce
is in denial, an omen not
good for survival of the
company
Medium
The knock – on effects of
competition has created an
unstable workforce and this
may affect the organisation.
Ethical issues Conducting research in the
area of knowledge
Management takes a great
deal of cooperation among
peers and so high ethical
standards will be key.
Copyright and patenting
policies, data sharing
policies, Information
Security and confidentiality
rules are not mature in the
client Organisation and so
may become sources of
conflict
High
The ambiguity of guiding
rules to conducting research
in the sponsoring
organisation will most likely
affect the research process.

Professional issues The area of knowledge
Management and
Specifically Management of
PM can offer a source of
competitive advantage for
many organisations and
undertaking research in this
field will leave the researcher
professionally fulfilled and
having been of service to the
client organisation
High Impact on personal
development and on
contribution to the body of
knowledge
Legal Issues The client Organisation will
be listing soon in the local
Stock Exchange and certain
information may be restricted
until the actual listing itself.
Medium
BTC transition Act of 2008
and legal due diligence
towards the issuance of IPOs
may hinder the research
process because certain
information may be withheld
until it is published in the
Company prospectus.

MSc Project Schedule Anthony Makgato MSc PM (129070575)
TaskID
Linktoobjectives
Task Description
Hrsonthetask
Planned Dates Actual Date
Planned Deliverables
Indicator
Planned
Start
Planned
End
Actual
start Date
Actucal
End Date
PROJECT INITIATION PHASE 173 Project Initiation Phase Complete
1 N/A Search for Project Idea 14 3-Mar-14 7-Mar-14 4-Apr-14
11-Apr-
14 Collection of Ideas
2 N/A Narrow Search for project ideas 10
10-Mar-
14
12-Mar-
14 14-Apr-14
21-Apr-
14 Refined Ideas around area of interest collected
3 N/A Make initial contact and discuss Project Idea with Client 12
12-Mar-
14
14-Mar-
14 22-Apr-14
25-Apr-
14 Project Requirements agreed
4 1 Define area of research in line with Client's identified Problem 8
14-Mar-
14
18-Mar-
14 28-Apr-14 5-May-14 Sponsor and Supervisor feedback,
5 1 Refine topic in line with client's problem 8
18-Mar-
14
21-Mar-
14 6-May-14 9-May-14 Refined Topic
6 1 Produce Proposal 20
24-Mar-
14
27-Mar-
14
13-May-
14
24-Jun-
14 Project Proposal
7 1,2 Search for Initial peer reviewed academic papers 8 1-Apr-14 3-Apr-14 27-Jun-14
30-Jun-
14 Journal references and Text Books
8 1 Carry-out literature review on approved Topic 12 4-Apr-14 9-Apr-14 1-Jul-14 4-Jul-14 Literature Summarised
9 1 Produce Draft Terms of Reference 20 9-Apr-14 22-Apr-14 4-Jul-14 11-Jul-14 Draft TORs
10 1 Discuss draft TORs with client and supervisor 6 23-Apr-14 24-Apr-14 11-Jul-14 14-Jul-14
Notes and Supervisor/ module leader
feedback
11 N/A Produce updated TORs 16 24-Apr-14 30-Apr-14 15-Jul-14 17-Jul-14 Update TOR
12 N/A Produce draft Schedule 17 2-May-14
14-May-
14 17-Jul-14 21-Jul-14 Draft Schedule
13 N/A Discuss draft Schdule with Supervisor 10
15-May-
14
21-May-
14 21-Jul-14 23-Jul-14 feedback on draft schedule
14 N/A
Produce revised detailed schedule, gantt chart and agree with client &
supervisor 4
22-May-
14
28-May-
14 23-Jul-14 23-Jul-14 Final schedule & Gantt chart
15 N/A Prepare deliverables for 1st review 8
28-May-
14
30-May-
14 23-Jul-14 23-Jul-14 Signed TOR, Detailed Schedule and Gantt Chart

16 N/A Submit work for 1st review milestone 2 6-Jun-14 6-Jun-14 25-Jul-14 25-Jul-14 Consolidated 1st review material sumitted
17 RESEARCH ANALYSIS PHASE 182
18 1,2 Search for Peer Referenced sources for research material 20 9-Jun-14 17-Jun-14
Collection of Peer Referenced academic
Journals
19 1,2 Prepare research Material for critical reading 20 17-Jun-14 24-Jun-14 Reading material selected
20 1,2 Read Research Material 20 24-Jun-14 2-Jul-14 Notes
21 N/A Understand Planning Review Feedback 5 4-Jul-14 4-Jul-14 Planning Review Feedback
22 1,2 Study and analyse the relevant papers or materials 12 7-Jul-14 14-Jul-14 Notes
23 2 Critical Analysis of Research 20 14-Jul-14 23-Jul-14 Analysis
24 2 Outline literature review 15 23-Jul-14 25-Jul-14 literature review outline
25 2 Finalise literature Review 16 25-Jul-14 30-Jul-14 Literature review
26 2 Produce Draft Research Paper for 2nd Review 20 30-Jul-14 8-Aug-14 Draft Resaerch paper
27 2 Incorporate Supervisor's feedback for 2nd Review milestone 14 10-Aug-14 12-Aug-14 Updated Research Paper
28 2 Prepare material for 2nd review milestone 18 12-Aug-14 14-Aug-14 2nd Review material
29 2 Submit work for second review milestone 2 14-Aug-14 14-Aug-14 Consolidated 2nd Review material submitted
30 RESEARCH METHODOLOGY FORMULATION & DATA ANALYSIS PHASE 158
31 2 Review feedback from the second review and update accordingly 12 15-Aug-14 19-Aug-14 2nd review material updated
32 3 Design Questionnaire 20 19-Aug-14 22-Aug-14 Draft Questionnaire
33 3 Discuss Preliminary Questionnaire with supervisor 8 22-Aug-14 22-Aug-14 Feedback received from supervisor
34 3 Update Questionnnaire incorporating Supervisors guidance 12 25-Aug-14 27-Aug-14 Final Questionnaire
35 3 Conduct trial interview 8 27-Aug-14 27-Aug-14 Trial results
36 3 Refine interview stratergy 3 27-Aug-14 27-Aug-14 Updated interview approach
37 3 Conduct interviews 20 28-Aug-14 1-Sep-14 Feedback received from Client Employees
38 3 Produce draft research methodolgy Chapter 18 1-Sep-14 5-Sep-14 Draft Research Methodology Chapters
39 3 Analyse data 20 5-Sep-14 8-Sep-14 Data Analysis
40 3 Evaluation and presentation of results 16 8-Sep-14 10-Sep-14 Results presented
41 5 Critical Evaluation of results against client' s requirements 16 10-Sep-14 11-Sep-14 Feedback recived from BTCL (Client)
42 5 Evaluate Project against TOR objectives 5 11-Sep-14 12-Sep-14 Project Evaluation against TOR
43 DISSERTATION PRODUCTION PHASE 87
44 5,6 Compile draft Dissertation 8 12-Sep-14 13-Sep-14 Draft Dissertation
45 5,6 Compare draft dissertation with Terms of References(TOR) 8 13-Sep-14 15-Sep-14 Asssesment analysis

46 5,6 Discuss draft dissertation with supervisor 6 15-Sep-14 15-Sep-14 Feedback received ffrom supervisor
47 5,6 Point out Challenges faced and recommend areas for future research work 6 16-Sep-14 17-Sep-14
Challenges and Future research areas
highlighted
48 5,6 Finalise the dissertation in relation to sponsor's expectations 12 17-Sep-14 19-Sep-14 Dissetation Document produced
49 5 Review dissertation work 20 19-Sep-14 22-Sep-14 Dissertation reviewed
50 5,6 Client's assesment and feedback on final project 16 22-Sep-14 24-Sep-14 Feedback received from client
51 5,6 Incorporate client's feedback on final Project 8 24-Sep-14 24-Sep-14 Project Updated with Client's feedback
52 6 Formatting of document and Production 7 24-Sep-14 25-Sep-14 Hard Copy Diseertation Document
53
1,2,3,4,5,6
, Hand in Final Project 4 26-Sep-14 26-Sep-14 Disssertation Handed in
Totals Hours
60
0

Evaluation of Objectives
Title of project: Push for PMO establishment at BTCL: Is it necessary after all?
Objective How it will be evaluated for success
To study and analyse the current
PMO implementation maturity at
BTCL
 Key implementation issues identified from
institutional documents reviewed.
Evidence: Maturity levels Mapping & Gap
Analysis
To carry-out an in-depth
literature review on existing
literature relating to PMO
implementation and adoption in
organisations commensurate to
BTCL and produce a critical
review addressing benefits
associated with adoption of PMO
in an organisation and the success
factors that ensure successful
adoption.
 Literature review completed
 Review is concentrated around authoritative
subject matter sources
 Information sought-after covers information
on how PMO can improve Organisational
Project performance.
 Critical Success Factors identified
 Benefits identified
Evidence: Copy of Literature Review and List of
Benefits associated with PMO implementation in an
organisation and related success factors
To collect data from client
Organisation to analyse and
assess the PMO environment at
BTCL.
 Data collection completed
 Data analysed
 Themes and patterns identified
Evidence: Strategy addressing Success Factors to
implementation of a PMO
To identify best practices of
implementing a PMO in
organisations commensurate with
BTCL
 Best in class PMO practices Identified
Evidence: Localised PMO framework
To collate the client’s feedback
on project outcomes and evaluate
the entire project to ascertain
whether project objectives and
client’s deliverables have been
met.
 Self-reflection by student researcher on the
research project
 Positive aspects on the research project
itself identified and on the recommended
solution as well
 Negative aspects and challenges to the
research process identified as well as on the
ability of the solution to meet the client’s
expectations

 Suggestion to improvements in areas where
it is applicable (both in the research process
as well as research outcomes) and a time-
bound future development to the project.
Evidence: Evaluation document that can be
included as part of dissertation, draft
schedule for future work
To produce a dissertation
covering appropriate literature,
findings, analysis and a set of
recommendations
 Completed dissertation
Evidence: Copy of dissertation

TOR - ANTHONY MAKGATO 129070575

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