The document discusses a large installation project for AT&T at a Hyatt hotel that faced challenges due to its increased size and scope compared to previous projects. Key issues included not adjusting project management plans and timelines for a much larger project, cultural issues within the company that led to an overconfidence, and poor communication and management of the project team. Recommendations focused on improving communication, setting proper expectations with the customer, understanding limitations around timelines, and building and leading an effective project team.

1. AT&T Hyatt Install
Hope for Tomorrow

2. Let your roots grow down into Him, and let your lives be built on Him.
Col 2:7

3. Growing strong roots will grow
strong branches
AT&T Hyatt
Install—Universal
Applications
Sandra—
Sustaining
Customer
Relationships
Paulie—
Team
Dynamics
Felicia—
Understanding
Limitations
Bernie—
Understanding
Timelines

4. Case Details
• USi History
• AT&T merger
• USi typical project profile
• Hyatt project was much larger in sheer size
• Our key findings
• Understanding and managing the timeline
• Sustaining Customer Relations
• Team Dynamics
• Understanding Limitations

5. Project Organizational Chart
Project
Manager
Data Center
Operator
Systems
Engineer
Networking
Engineer
Security
Specialist
Backup
Engineer
Implementation
Project
Manager

6. Managing Time

7. Scheduling the Project
• USi had great success with smaller projects
• AT&T had very aggressive sales and access to
larger customers
• USi Project Managers continued with same
project plan for this larger project
• This created many problems
• Recommendation
• Projects of 5+ server requires pre-sales meeting
• Both issues would have been identified early in
process

8. Company Culture
• USi has a strong history of success
• There was an sense of invincibility
• The project was in jeopardy from the beginning
• They were not adept to handing this type of
adversity
• Recommendation
• Encourage a shift in culture
• A lot of negative spotlight could have been avoided
with a slight shift in culture

9. Leading and Managing
the Project Team
• IPM’s responsibility
• All of the tools and processes are in place
• Should have been constantly monitored
• There was a morale issue that occurred. The
leader should recognize and act on it.
• Managing stakeholders is critical
• Recommendation
• Leadership and communication training
• IPM would have led the team and communicated with
stakeholders better.

10. Your relationship with your
customer

11. Effective
Communication
EC is the basis of any good relationship!
• Starts internally within the organization
• Clear understanding of goal and proposed timeline
• Team agrees to SMART(ER) outcome-based project goals:
• Specific
• Measurable
• Aggressive yet achievable
• Relevant
• Time-bound + ER (Evaluate and Re-evaluate)
• Execute agreement with client

12. Establish Customer
Expectations
What are their expectations for communication?
• Create guidelines for information exchange
• Who – Key contacts for correspondence
• What – What type of information needs to be communicated
• When – How often are updates expected or provided
• How – Preferred format for updates
• Share your capabilities and expertise from past successes
• Reporting tools and templates
• Key contact sheet
• Project timeline – track progress

13. Tools & Templates:
Key Account Contact Details
Hyatt Hotels – Virtual Cloud Application Install
Mike Smith
Director of Customer Service
888.555.1234 Phone
888.555.1212 Fax
msmith@hyatthotels.com
Janice Jones
Operations Manager
888.555.1233 Phone
888.555.1212 Fax
jjones@hyatthotels.com
Nate Jefferson
IT Manager
888.555.1232 Phone
888.555.1212 Fax
njefferson@hyatthotels.com

14. Tools & Templates:
Implementation Calendar
Hyatt Hotels – Virtual Cloud Application Install
Year 2015
Months June July August
Weeks 1 8 15 22 29 6 13 20 27 3
Planned Activities
Place server & racking order
Receive servers & equipment
Unpack & prep
Electrical install
Build racking
IT team install
Implementation scorecard
Site inspection
Installation adjustments
Finalized installation
Testing servers & infrastructure
**Go Live! date **

15. Keys to Sustaining
Customer Relationships
5 Best Practices
1. Hire great people – great results come from great people
2. Remember First Impressions Matter – Always take the time to put
your best foot forward.
3. Be Proactive – Send regular, timely, updates to keep the client
informed of update or issues
4. Seamless Integration – gain a 360 degree view of your client’s
business
5. Move past segmentation to embrace personalization – Avoid
‘one-size fits all’ solutions. Offer solutions based on the client’s
needs.

16. Building and Maintaining a
Dynamic Team

17. There are some great tools you
can use as a Leader…

18. … and we’ll discuss these in
more detail, but…

19. … what you really need first …
5-Why 8D
OODA DMAIC
RAIN

20. … is a Team.
• The Lead Guitarist and The Team

21. Understanding and Accepting
Limitations

22. Understanding Limitations
If I always appear prepared, it is because before entering on an
undertaking, I have meditated for long and have foreseen what
may occur. It is not genius which reveals to me suddenly and
secretly what I should do in circumstances unexpected by others,
it is thought and meditation.
—Napoleon Bonaparte, 1812

23. Time Management
Urgent Not Urgent
Important
I
Activities
 Preparation for project
 Order All necessary
supplies for installation
 Deadline-driven projects
II
Activities
 Prevention, capability
improvement
 Relationship building
 Recognizing new
opportunities
 Planning, recreation
Not
Important
III
Activities
 Interruptions, some
callers
 Some mail, some reports
 Some meetings
 Popular activities
IV
Activities
 Trivia, busy work
 Some mail
 Some phone calls
 Time wasters
 Pleasant activities

24. Pomodoro Technique
• Francesco Cirillo in 1980’s
• The technique uses a timer to break down work into intervals
traditionally 25 minutes in length, separated by short breaks.
• Can be flexible
Assessment
Team may have benefited from an organization in time in order
to meet timelines and deadlines

25. Communication
Communication is a requirement for everyone at all times. As
best stated in the article “The better we communicate, the more
credibility we'll have with our clients, our boss, and our
colleagues.”
Assessment
The Hyatt setup may have benefited from addressing the lack of
communication between all members on the project.
Incorporating all of the options listed would have allowed for
the team to perform in a more cohesive manner and perhaps
avoid some of the delays that were widespread throughout the
project.

26. Romans 8:28
• Remember to be team focused
• Not self reliant
• Contribute to the best of your ability
And we know that God causes everything to work together[a] for
the good of those who love God and are called according to his
purpose for them.
Trust God to work everything out

27. Comments