Service Management: An Integrated Approach to Supply Chain Management and Operations

17. Project Management

17.1. Introduction

Most service organizations have to take on large, complex projects at one point or another. For example, an airline opening new routes or pulling a jumbo jet out of service for major maintenance faces large expenses if these tasks are delayed for any reason. A department store chain installing a new inventory control system can suffer lost sales and painful ordering costs if time tables are unmet. A government agency installing and debugging an expensive computer spends months preparing details for a smooth conversion to new hardware. A hospital modernizing its operating rooms can endure not only inconvenience, but also a loss of life if the many technical steps involved are not properly controlled. ...