Customer Satisfaction Issues - Case Study Example

Furthermore, technological advancement and economies of scale necessitate the need to apply project management skills and know if quality services and goods are to be delivered to the customers.

Shell is an American-based company that specializes in oil and petrochemical products. It is a company that has an excellent record in its provision of goods services not only in America but also in other countries around the world. Part of the success of the company especially considering its scale of operation can be attributed to excellent project managers with outstanding project management skills. Project managers at Shell follow a specific pattern of ensuring maximum profits and quality delivery of goods and services. The first initiative is the project estimation process. Undertaking this activity enables the managers to determine the feasibility of a particular project by considering resourcing and expenditure. Prior knowledge of such enables the managers to know if the project is worth undertaking.

Information on resource capability proves critical to the success of the business. Analysis of the resource capability of a project equips the managers with the necessary skills to improve the productivity of the business and be able to manage customer expectations. Such a scenario would ensure that whoever is seeking services from such a company would not be disappointed as one gets what is promised. Project planning is the other crucial factor in project management. It enables the concerned parties to organize projects in cases of large organizations and also the various activities within a project. Project planning requires careful analysis of the situation putting into consideration uncertainties that may affect the cost and timely completion of the project.

Improvement of budget and cost control proves vital to the success of a business. Project managers at Shell scrutinize minor details of an existing business and upcoming projects. Such an activity would ensure unnecessary expenses and eliminate them. Furthermore, at this stage is where the use of modern technology is considered when trying to maximize production and minimize cost. Appropriate allocation of resources and avoidance of uncertainties enormously depends on proper budgeting and control of cost in every aspect of the project.

There are several similarities between the technique used and the material covered in chapter 18. Management of uncertainties is the first clear similarity. The content of Chapter 18 explains the importance of considering circumstances that may arise during the project and allowing for flexibility that allows for the situation. Scheduling is the other noticeable similarity. The chapter emphasizes the importance of having a critical path while undertaking the project to ensure timely completion of the project and make it easy to trace activities of a project.