PM Ch. 12
Many outsourced projects operate in a _______ environment in which people are linked by computers, faxes, computer-aided design systems, and video teleconferencing.
Virtual
Put the six steps of procurement management in the appropriate order.
1. Planning purchases and acquisitions 2. Planning contracting 3. Requesting seller responses 4. Selecting sellers 5. Administering the contract 6. Closing the contract
Which project created a transportation tunnel between France and England and involved more than 250 organizations?
Chunnel
When an organization decides to outsource project work to a company in another country, training on how to work effectively with that company should be provided to ___.
Anyone who will interact with the company
BATNA stands for _______ _______ to a _______ ________.
Best alternative to a negotiated agreement
When partnering organizations enable people from each organization to work side-by-side, this is an example of using ____ to increase project coordination.
Co-location
___________ as partners is considered a legitimate project priority which is assessed along with time, costs, and performance.
Collaborating
Contracting project work has long been the norm in the _______ industry.
Construction
When outsourcing project work, integrating different firms' project management systems is a key factor in:
Developing well-defined requirements.
Companies recognize that contracts can _______ continuous improvement and innovation.
Discourage or reduce
Which of the following are typically included in a request for proposal?
Evaluation criteria Experience and staffing Costs and payment schedule Project schedule Responsibilities—vendor and customer Type of contract Summary of needs and request for action Deliverable specifications Statement of work
Whenever possible, you should insist on using _______, objective criteria to settle disagreements.
External
In the request for proposal (RFP) process, the winning bid should be selected based on price.
False
The saying "Seek first to understand, then to be understood" reflects which of the four key principles of negotiation?
Focus on interests, not positions
In principled negotiation, "focusing on interests, not positions" means ___.
Focusing on what both parties are trying to achieve
When an organization decides to outsource project work overseas, what type of training is necessary to enable a successful outsourcing relationship?
How to work with people from other countries
Many companies recognize that major benefits can be enjoyed when outsourcing arrangements extend across multiple projects and are long-term. Which of the following are advantages of establishing a long-term partnership?
Improved performance Improved innovation More efficient utilization of resources Reduced administrative costs Improved communication
Co-location is less relevant for ______ work.
Independent
Dovetailing is a technique used to _______________.
Invent options for mutual gain
The formula Perceived performance / Expected performance is part of what model of customer satisfaction.
Met-expectations
Once the individuals involved have identified their interests, then they can explore options for _______ ________.
Mutual Gain
Which of the following benefits is NOT provided by a long-term outsourcing partnership?
NOT: Reduced outsourcing alliances Benefits: Improved performance Improved communication More efficient utilization of resources Reduced administrative costs
Which of the following is not a characteristic of the traditional approach to managing contracted relationships?
NOT: Shared goals and objectives Characteristics: Limited involvement of personnel Independent project teams
Effective ________ is critical to successful collaboration.
Negotiation
In the traditional approach to managing contractual relationships, _____ is limited due to fear of reprisal and lack of continuous improvement opportunity.
Objectivity
Companies are using _______ surveys to collect data from all project participants about the quality of working relations.
Online
The term ____________ has traditionally been applied to transferring business functions or processes (e.g., customer support, IT, accounting) to other, often foreign companies.
Outsourcing
___________ contracts are those in which significant incentives and penalties are established based on priorities of the project.
Performance-based
________ _________ involves describing the requirements for products or services desired from outsourcing and identifying potential suppliers or sellers.
Planning Contracting
_________ negotiation emphasizes collaborative problem solving.
Principled
Outsourced projects may experience conflicts when employees have different values and perspectives from one organization to the next. Successful partnering firms establish ______ up front so that disagreements can be handled constructively.
Rules of engagement
The statement of work details the ______ and _______ major .
Scope & deliverables
_______ extends beyond competitive secrets and technology to include access to information systems.
Security
What is the final step in the request for proposal (RFP) process?
Select the contractor.
Fisher and Ury advocate "be hard on the problem, soft on the people." This fits into which key point of principled negotiation?
Separate the people from the problem.
Which of the following is the first key point in principled negotiation?
Separate the people from the problem.
The best defense against unreasonable, win/lose negotiators is having what Fisher and Ury call a strong BATNA.
True
What is the likely outcome if a project manager is not an effective negotiator?
Us vs. them
Resolving a dispute by deferring to formulas established by the Financial Accounting Standards board reflects which of the four key principles of negotiation?
Use objective criteria when possible
According to the met expectations model, customer satisfaction is a function of the extent to which perceived performance (or outcome) exceeds expectations. Mathematically, this relationship can be represented as a ratio. When performance falls short of expectations this ratio is ______
less than 1