The document discusses the roles and responsibilities of a project manager for the Regency Plaza project. It outlines several areas where the project manager, Kris, could have improved in her role. Specifically, the summary discusses that Kris lacked communication with customers, did not establish clear rules and contingency plans, and failed to empower and motivate her team. This led to stakeholders being upset and the project facing potential conflicts and risks.

1. Regency Plaza
Case Study
Presenter : Pham Bao Trung

2. Agenda
PM Roles & Miller’s
Make things requested Floor plan
better changes

3. PM Roles & Miller’s
Make things requested Floor plan
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Planning
Project Manager’s Roles
Organizing • Cover every hinge and area
• PM provides project’s objectives and direction
Controlling
• Project management information system
Leading
Communicating
• Contigency plan _ Plan B ???
Motivation • Align with Group Strategy ???
Customer
Awareness

4. PM Roles & Miller’s
Make things requested Floor plan
better changes
Planning
Project Manager’s Roles
Organizing • Allocate resources
• Prioritize activities and processes
Controlling
• Job scopes and responsibilities
Leading
Communicating
• Long lead time items were purchased soon
Motivation
Customer • Coordinate with Jeff Cunningham
Awareness

5. PM Roles & Miller’s
Make things requested Floor plan
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Planning
Project Manager’s Roles
Organizing 1. Monitor, keep control and maintain time
schedule and cost
Controlling
2. Discuss collected data for adjustment
Leading 3. Early identify the problems, if any
Communicating
• Retain 10% of Kelly’s pay request
Motivation
Customer
Awareness

6. PM Roles & Miller’s
Make things requested Floor plan
better changes
Planning
Project Manager’s Roles
Organizing
• Give clear directives and motivation
Controlling • Give little ‘push’ whenever possible
Leading
Communicating • Most of team members/stakeholders felt upset
• Team, even Kris, does not know what will
Motivation happen next 
Customer
Awareness

7. PM Roles & Miller’s
Make things requested Floor plan
better changes
Planning
Project Manager’s Roles
Organizing
• Effective exchange of information
Controlling • Reduce potential conflicts / risks
Leading
Communicating • Just the letters, no meeting with customers
• Stakeholders’s constraints  upset, unhappy
Motivation
Customer
Awareness

8. PM Roles & Miller’s
Make things requested Floor plan
better changes
Planning
Project Manager’s Roles
Organizing • Recognize other’s skills, talents and work efforts
• Empowerment to boost one’s confidence
Controlling
• Appropriate and valued incentives
Leading
Communicating
Motivation
Customer
Awareness

9. PM Roles & Miller’s
Make things requested Floor plan
better changes
Planning
Project Manager’s Roles
Organizing • Identify and anticipate customers’s needs and
wants
Controlling
• Working to exceed customer expectations
Leading
• Answer and resolve the concerns
Communicating
• Kris was ‘afraid’ to face the customers’s wants
• Did not put herself in customers’s boots
Motivation
• Lack of communication with customers
Customer
Awareness

10. PM Roles & Miller’s
Make things requested Floor plan
better changes
Planning
Project Manager’s Roles
Organizing
Controlling KRIS COULD HAVE DONE
BETTER
Leading
AS THE PROJECT MANAGER
Communicating
Motivation
Customer
Awareness

11. • Define “rules of the game” Action
• Setup contigency plan
• Setup project management information system
• Keep in touch with buyers and stakeholders more regularly Action
• Use “customizable unit” as a competitive advantage to boost sales
• Use modular design instead of fixed design
• Align mindset with Regency Groups’s strategy Mindset
• Put herself in other stakeholder’s boots
changes better
Floor plan requested Make things
Miller’s PM Roles &

12. PM Roles & Miller’s
Make things requested Floor plan
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Strategy
Miller’s Long-
status term
Word of
PV
mouth

13. PM Roles & Miller’s
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Disallow customization Push through changes
Strategy 1 Strategy 5
Long-term 1 Long-term 5
PV 1 PV 4
WoM 1 WoM 5
Status 1 Status 5
Strategy
Other Contractor
Strategy 4
Miller’s Long-
status term Long-term 3
PV 3
WoM 3
Status 3
Word of
PV
mouth
Stop working on unit Move to different unit
Strategy 1 Strategy 2
Long-term 1 Long-term 3
PV 1 PV 3
WoM 1 WoM 2
Status 1 Status 3
(*): Rating from 1 (very bad) to 5 ( very good)

14. PM Roles & Miller’s
Make things requested Floor plan
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• At the afternoon meeting
▫ Resolve conflicts by making stakeholders
understand each other’s constraints
Push through changes ▫ Create clear processes for changing things and
Strategy 5 try to make all stakeholders understand and
Long-term 5 agree on these processes
PV 4
▫ With these agreement, try to share the
WoM 5
“pressure” over all stakeholders
Status 5
▫ Create detail schedule for the changes.
• Next meeting (2-3 days after above one)
▫ Finalize and get agreement about the cost
▫ Weekly/bimonthly meeting
▫ …

15. PM Roles & Miller’s
Make things requested Floor plan
better changes

16. THANK YOU !!!