a new model for a new era
In the process of completing the project of replacing 90 GTE business systems with SAP R/3, a commercial product, the implementation team developed a new program management model, and gained valuable experience. Although new technology usually drives business in telecommunications in this case it was felt that the business area should drive and manage the SAP program. The Program Control Office (PCO) grew out of this model; it reported directly to top management. A planning template was developed for use by all the implementation teams. Improvements in progress reporting were made largely due to the use of a new metric dubbed CRIMES (Conversions, Reports, Interfaces, Legacy Modifications, Extensions, and Security), which was used to monitor the many elements in the implementation schedule. The program has continued to evolve beyond the SAP conversion, and the company now operates in a mode of continuous process improvement.