Example Question - Conflict Management - Feedback required
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List and describe a source of conflict arising within each of the following parts of the project lifecycle.
- Close out
- Concept – Conflicts relating to business case and the solution which is chosen
- Definition – Conflicts relating to the delivery schedule and timescales
- Implementation – Conflicts relating to the products being developed and their fitness for purpose
- Handover – Conflicts relating to training on how to use the products
Close out. – Conflicts relating to how to transistion the project from Project environment to BAU.
Conflicts relating to business case and the solution which is chosen
During the business case development a number of different options are considered in order to derive a solution. Stakeholders will all form their own opinions as to whether to make or buy and which solution is best. At the end of the business case following careful scrutiny taking into account costs, risks, timescales and benefits a single solution is put forward. In this example the sponsor will play a key role in ensuring all stakeholders are aligned to the recommended solution.
During the definition stage scope is defined and refined through scope management techniques such as Work breakdown structures and product breakdown structures. This is then put into a schedule which will form the cornerstone of delivery and is baselined and included within the PMP. In our organisation we often struggle to get agreement over delivery timescales given resource constraints and so further debate needs to take place over costs to bring in additional resource to reduce timescales for delivery.
During implementation products are developed against a set of success criteria and undergo unit testing, system testing and overall user acceptance testing. At this stage when the products are actually demonstrable to the user they will often wish to change the requirement, or request additional changes not originally considered. This could be managed by change control and towards the end of development by introducing a change freeze.
When the products are handed over to the users conflicts may arise surrounding training. Different users with differing experience may require additional training not originally considered. For example users may require additional Basic IT training to bring them up to a basic level of IT Literacy before Specific IT system training takes place, This can be avoided by completion of training needs analysis during the definition stage.
Conflict can arise when the product is handed over from the project environment into Support and operations. If documentation is missing or incomplete support issues may not be effectively be resolved which limits the effective use of the product and confidence of the customer is diminished as an effective support arrangement is not established.
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