ABSTRACT
Picture this: Program Manager Paul has been asked to oversee the implementation of a software suite that encompasses multiple functional areas and is expected to change the way his organization does business. Both time and money are short, so Paul works with his program team to put together an aggressive plan. He drives his team hard, hits all of the milestone dates, and miraculously stays within budget. The system works per the requirements set forth at the beginning of the program. All seems rosy, but is it? A month after golive, Paul’s boss checks in with the executive team to see how things are going, expecting to hear positive things. Instead he gets blasted with negative feedback; although the system works fine, operationally things are falling apart. What went wrong?
