COMMUNICATION FAILURES1
Background
Herb had been with the company for more than eight years and had worked on
various R&D and product enhancement projects for external clients. He had a
Ph.D. in engineering and had developed a reputation as a subject matter expert.
Because of his specialized skills, he worked by himself most of the time and
interfaced with the various project teams only during project team meetings. All of
that was about to change.
Herb’s company had just won a two-year contract from one of its best customers.
The first year of the contract would be R&D and the second year would be
manufacturing. The company made the decision that the best person qualified to be
the project manager was Herb because of his knowledge of R&D and
manufacturing. Unfortunately, Herb had never taken any courses in project
management, and because of his limited involvement with previous project teams,
there were risks in assigning him as the project manager. But management believed
he could do the job.
The Team Is Formed Herb’s team consisted of fourteen people, most of whom
would be full time for at least the first year of the project. The four people that
Herb would be interfacing with on a daily basis were Alice, Bob, Betty, and Frank.
• Alice was a seasoned veteran who worked with Herb in R&D. Alice had
been with the company longer than Herb and would coordinate the efforts of
the R&D personnel.
• Bob also had been with the company longer that Herb and had spent his
career inengineering. Bob would coordinate the engineering efforts and
drafting.
• Betty was relatively new to the company. She would be responsible for all
reports,records management, and procurements.
• Frank, a five-year employee with the company, was a manufacturing
engineer. Unlike Alice, Bob, and Betty, Frank would be part time on the
project until it was time to prepare the manufacturing plans.
For the first two months of the program, work seemed to be progressing as
planned. Everyone understood their role on the project and there were no critical
issues.
Friday the 13th Herb held weekly teams meetings every Friday from 2:00 to 3:00
p.m. Unfortunately the next team meeting would fall on Friday the 13th, and that
bothered Herb because he was somewhat superstitious. He was considering
canceling the team meeting just for that week but decided against it. At 9:00 a.m.,
on Friday the 13th, Herb met with his project sponsor as he always did in the past.
Two days before, Herb casually talked to his sponsor in the hallway and the
sponsor told Herb that on Friday the sponsor would like to discuss the cash flow
projections for the next six months and have a discussion on ways to reduce some
of the expenditures. The sponsor had seen some expenditures that bothered him.
As soon as Herb entered the sponsor’s office, the sponsor said: It looks like you
have no report with you. I specifically recall asking you for a report on the cash
flow projections.
Herb was somewhat displeased over this. Herb specifically recalled that this was to
be a discussion only and no report was requested. But Herb knew that “rank has its
privileges” and questioning the sponsor’s communication skills would be wrong.
Obviously, this was not a good start to Friday the 13th.
At 10:00 a.m., Alice came into Herb’s office and he could see from the expression
on her face that she was somewhat distraught. Alice then spoke: Herb, last Monday
I told you that the company was considering me for promotion and the
announcements would be made this morning. Well, I did not get promoted. How
come you never wrote a letter of recommendation for me?
Herb remembered the conversation vividly. Alice did say that she was being
considered for promotion but never asked him to write a letter of recommendation.
Did Alice expect Herb to read between the lines and try to figure out what she
really meant?
Herb expressed his sincere apologies for what happened. Unfortunately, this did
not make Alice feel any better as she stormed out of Herb’s office. Obviously,
Herb’s day was getting worse and it was Friday the 13th.
No sooner had Alice exited the doorway to Herb’s office when Bob entered. Herb
could tell that Bob had a problem. Bob then stated: In one of our team meetings
last month, you stated that you had personally contacted some of my engineering
technicians and told them to perform this week’s tests at 70°F, 90°F and 110°F.
You and I know that the specifications called for testing at 60°F, 80°F and 100°F.
That’s the way it was always done and you were asking them to perform the tests
at different intervals than the specifications called for.
Well, it seems that the engineering technicians forgot the conversation you had
with them and did the tests according to the specification criteria. I assumed that
you had followed up your conversation with them with a memo, but that was not
the case. It seems that they forgot.
When dealing with my engineering technicians, the standard rule is, “if it’s not in
writing, then it hasn’t been said.” From now on, I would recommend that you let
me provide the direction to my engineering technicians. My responsibility is
engineering and all requests of my engineering personnel should go through me.
Yes, Friday the 13th had become a very bad day for Herb. What else could go
wrong, Herb thought? It was now 11:30 a.m. and almost time for lunch. Herb was
considering locking his office door so that nobody could find him and then
disconnecting his phone. But in walked Betty and Frank, and once again he could
tell by the expressions on their faces that they had a problem. Frank spoke first: I
just received confirmation from procurement that they purchased certain materials
which we will need when we begin manufacturing. We are a year away from
beginning manufacturing and, if the final design changes in the slightest, we will
be stuck with costly raw materials that cannot be used. Also, my manufacturing
budget did not have the cash flow for early procurement. I should be involved in
all procurement decisions involving manufacturing. I might have been able to get it
cheaper that Betty did. So, how was this decision made without me?
Before Herb could say anything, Betty spoke up: Last month, Herb, you asked me
to look into the cost of procuring these materials. I found a great price at one of the
vendors and made the decision to purchase them. I thought that this was what you
wanted me to do. This is how we did it in the last company I worked for.
Herb then remarked: I just wanted you to determine what the cost would be, not to
make the final procurement decision, which is not your responsibility. Friday the
13th was becoming possibly the worst day in Herb’s life. Herb decided not to take
any further chances. As soon as Betty and Frank left, Herb immediately sent out
emails to all of the team members canceling the team meeting scheduled for 2:00
to 3:00 p.m. that afternoon.
QUESTIONS
1. How important are communication skills in project management?
2. Was Herb the right person to be assigned as the project manager?
3. There were communications issues with Alice, Bob, Betty, and Frank. For each
communication issue, where was the breakdown in communications: encoding,
decoding, feedback, and so on?
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