Project Management Fundamentals

This assignment delves into the core principles of project management. It examines various aspects such as project initiation, scope definition, resource allocation, scheduling, risk management, communication strategies, and performance monitoring. The aim is to provide a comprehensive understanding of the essential elements involved in successfully managing projects across different industries and contexts.

MAX LIONEL REALITY PROJECT
PLANNING
Contents
Introduction...........................................................................................................................................1
Assessment 1.........................................................................................................................................1
Documentation Review.....................................................................................................................1
Current Scenarios Review..................................................................................................................1
Monitoring and record keeping system requirements......................................................................2
Personal need for Support.................................................................................................................2
Roles & Responsibilities.....................................................................................................................2
Stakeholder Management.................................................................................................................4
Personal Responsibilities & Reporting...............................................................................................4
Project Relationships.........................................................................................................................5
Resource Management.....................................................................................................................5
Project Management Tools................................................................................................................5
WBS...............................................................................................................................................5
Timelines.......................................................................................................................................7
Risk Management Plan......................................................................................................................7
Budget...............................................................................................................................................8
Project Operations.............................................................................................................................8
Project Scope.................................................................................................................................8
Documentation..............................................................................................................................8
Project Stakeholders......................................................................................................................8
Assessment 2.........................................................................................................................................9
Documentation Review.....................................................................................................................9
Current Scenarios Review..................................................................................................................9
Status reports....................................................................................................................................9
Project Deliverables for Quality Assurance......................................................................................13
Risk Management Reports...............................................................................................................14
Change Requests.........................................................................................................................14
Issue Logs.....................................................................................................................................14
Budget.............................................................................................................................................14

Assessment 3.......................................................................................................................................14
Documentation Review...................................................................................................................14
Current Scenarios Review................................................................................................................15
Monitoring and record keeping system requirements....................................................................15
Budget Vs Expenditure................................................................................................................15
Budget Variation report...............................................................................................................15
Roles & Responsibilities...................................................................................................................15
Handover Report.............................................................................................................................15
Post Project Review.........................................................................................................................16
Outcomes vs. Objectives..............................................................................................................16
Lessons learned...........................................................................................................................16
Recommendations.......................................................................................................................17
Introduction
Max Lionel reality is a real estate firm that sell leases residential and commercial properties to
clients and tenants by employing agents. The company needs to build goodwill in the market and
satisfy the legal and ethical obligations. For this, a program needs to be implemented for informing
agents about legal and ethical considerations, promoting high standards of conducts, informing
clients and tenants about the commitment of company towards legal and ethical aspects, and
getting the buy-in from agents and clients. The information that has to be communicated would
include legal obligations and REIV obligations that support the strategic direction of the organization.
This report explores the project in three phases and includes project management plan for the
project implementation, covers review of actual implementation, and post-implementation review
of the project. The project plan is developed considering its need to be in line with the other projects
and operations of the company. The project has been allotted a team of eight members who are
identified in the report with their roles and responsibilities explained.
Assessment 1
Documentation Review
The company is using policies and procedures to take care of the real estate deals but it does not
have any control over the legal and ethical considerations. The company documents the procedures
for execution of the real estate deals but its strategic aims are not clear in the communication that
goes to the tenants and clients. The real estate firm conducts investigations on all the properties
given on rent to tenants but several times, these inspections go unannounced which is a concern for
tenants and the associated documentation is lacking.

Current Scenarios Review
In the current scenario, some requirements of agents and clients have been identified including:
Agents: Agents working for the company come from different cultures and thus, have differentia
communication patterns. They are highly trained to deal with sales scenarios and crack deals but
they work under high pressure. They are either not aware of the legal and ethical codes of conducts
or lack information on how they can be applied to the work scenario. They are not very clear about
the strategic goals of the company. Thus, there is a need to inform agents about the legal and ethical
compliance needs as well procedures to make them understand how the codes of conduct can be
practiced (SPSU, 2015).
Clients: Clients come from diverse cultures and thus, have different communication needs. They do
not show interest in the internal working of the company but only in their deals. They feel that
catering to the needs of clients is the responsibility of the agent and thus, agent should take care of
all the obligations and adjustments needed. They are not very clear about obligations and
commitment of the company towards ethical excellence. Thus, there is a need for the company to
clearly communicate what commitment company has towards ethical and legal compliances and
what roles clients would play in achieving excellence in codes of conduct (SAID, 2015).
Tenants: Tenants are not very satisfied with the services and arrangements because of several
reasons. They feel that they are facing discrimination against their family status, lifestyle, income,
and cultural background. The agents working for residential property leasing do not show a very
healthy behaviour as per the tenants. They are rude to the tenants. Moreover, tenants are upset as
agents do not involve them sufficiently in consulting. Upon getting apartments or accommodation,
company sends agents for inspection and many a times these inspections go unannounced which is
another cause of concern for the tenants. Thus, there is a need to improve upon the ethical practices
of the company and improve its codes of conduct to address these concerns of the tenants such that
better services can be provided to them. Thus, in the current project, the company would need to
establish the codes of conduct implement them and inform the tenants about the commitment that
company has to the ethical and legal compliances in the real estate business. They would also be
informed about the codes that agents must follow while dealing with them so that they can be
assured about the improvements in services which would enhance the good will of the company
(BIS, 2010).
Monitoring and record keeping system requirements
For monitoring, the activities that are executed would be reported by the project team to the project
manager on weekly basis such that the project manager would compare the progress with the plan
and identify if there are any delays in execution or discrepancies in deliverables in which case,
appropriate steps would be taken to solve the issues. Monitoring would be done for compliance and
for performance. A record keeping business system would be needed for recording the project
progress. Microsoft project would be used developing the timelines and the resource plan while
Microsoft Excel would be used for recording the project deliverables and progress information
(Australian National University, 2004).

Personal need for Support
Agents, clients, and tenants need personal support so that sufficient information can be covered as
they need. For this, interviews would be taken by the project team members of the tenants and
clients or identifying their communication needs and the agents would be guided by the operations
general manger on the legal and ethical compliance procedures (Bridgewater State University,
2015).
Roles & Responsibilities
Major roles and responsibilities of the people working on the project would include:
Project Manager: The project manager would be responsible for the following:
 Assist the project team in requirement gathering and use the requirements to define the
scope
 Develop a project management plan containing stakeholder management, communication
management, and risk management considerations
 Define budgetary requirements and get the budget approved by the sponsor
 Conduct interviews with the agent, tenants and clients to understand their communication
needs
 Develop timelines for the project execution
 Identify resource requirements and assign resources for execution of the needed activities.
 Monitor project progress and control its deliverables to ensure timely delivery with given
quality within budget.
 Resolve any problems that occur on a project using an appropriate risk management plan
(Bright Hub Media, 2013)
Operations general Manager: Operations General Manager would be responsible for the following
project deliverables:
 Gather the communication and information requirement for the project
 Conduct interviews with tenants and clients to understand their requirements
 Identify, select and assign resources to the project deliverables
 Identify quality requirements of the project and ensure that they are met
 Provide resolution to the issue s arising on the project (Bright Hub Media, 2015)
There would be a project team that would be responsible for the execution of project activities that
include:
 Understanding of the need or information and communication of the agents, tenants and
clients
 Developing content for the communication and documentation relate to the legal
compliances and ethical codes
 Prepare and execute communication plan for all the stakeholders for communicating the
ethical and legal codes of conduct
 Act according to the newly adopted codes of conduct and provide assistance to agents for
learning and practicing the codes of conduct considering ethical and legal compliances
(Caltrans, 2007).

 Report the progress of the project weekly to the project manager containing details of what
activities have been completed, what are issues faced and how the subsequent actions
would, be taken
 Communicate any issues to the project manager and get them resolved on time such that
the project deliverables are not delayed.
 Use the project plan and act according to that for delivering deliverables as per the given
timelines ( Changefirst Limited, 2009)
Other project based roles and responsibilities include:
 The project budget would be reviewed and approved by the project sponsor
 The project board would review the entire project and would approve the plan for execution
 Administrative staff of the company would be responsible for providing administrative
support to the project team for project execution
 Tenants and clients would help the company staff with their issues and communication
needs identification.
 Agents would need to learn and practice all the codes of conducts considering the legal and
ethical compliances to improve the services for tenants and clients
 Finance management would keep track of the financial needs of the project and would
ensure release of funds as needed by the project (Crown, 2007)
Stakeholder Management
Stakeholder Interest Influence Communication Frequency
Project Sponsor High High Project budgeting
requirement and approval
At the start of the
project for taking
approval
Project manager High High Regular updates and
management reporting by
the project team
Daily reporting
technical experts Moderate Low For understanding
communication requirements
and resolving any technical
issue
At the time of
requirement
gathering and as
and when
required
operations
general manager
High High Take operational and
program execution decisions
At the time of
requirement
gathering and
weekly reporting
by the project
manager
Agents Moderate Low Provide information about
the legal and ethical codes of
conducts to get the buy-in
As per the project
milestone
timelines
Clients Moderate Moderate For gathering requirements
for communication. Provide
information about company’s
commitment to the legal and
ethical codes of conducts to
get the buy-in
During
requirement
gathering stage
and once Post
implementation

Tenants Moderate Low For gathering requirements
for communication. Provide
information about company’s
commitment to the legal and
ethical codes of conducts to
get the buy-in
During
requirement
gathering stage
and once Post
implementation
Personal Responsibilities & Reporting
The project needs to be completed in four phases including designing, development,
implementation, and evaluation with quality reviews conducted for each stage periodically. The
project manger needs to develop project status reports post 25%, 50%, and 75% of the allotted time
frame (EPMA, 2017).
Project Relationships
The project is strategically aligned with the company goals such that its execution would bring in
goodwill to the company and would also help the company staff enhances their service quality which
would lead to an increase in the customer satisfaction (FME, 2014).
Resource Management
The resources needed on this project include:
 A finance of $15,000 would be needed to pay for the execution of the activities on the
project.
 Human resources include 8 project team members would be required for the execution of
the project including
o Project manager who would be responsible for initiating, planning, executing,
monitoring, controlling and closing the project.
o Interviewer who would be gathering requirements for the project from the staff,
agents, tenants and clients.
o Operations General manager who would monitoring and control the project
o Quality inspector who would ensure that ht project delvers quality deliverables
o HR manager who would be responsible for arranging training on the legal and ethical
codes of conducts for the agents
o Finance manager would be taking care of the accounting needs of the company
which would be released as and when needed (Force Management, 2013)
o Document manager would be preparing all the communication documents
containing procedures and codes of conduct for legal and ethical compliances
o Trainer would be providing training to the staff and agent on the legal and ethical
aspects of conduct
Project Management Tools
A variety of project management tools are available for executing and monitoring the project such as
Microsoft Project, Microsoft Excel, Gantt Chart Builder, and more. Each of these tools have
differences in features and functionalities they have to offer for managing projects. In this case, a
Microsoft project would be used for developing the WBS with resources, timelines and cost

associations identified. It would be used for creating the Gantt chart and relationships diagrams. This
tool is chosen as it provides rich functionalities and flexibility towards using various project specific
features. It would help in developing resource plan, project progress reporting and monitoring of
project against timelines (Graphiq Inc., 2017).
WBS
1.0 design
1.1 Requirement definition
1.1.1 Project Scope
1.1.2 Resourcing requirements
1.1.3 Stakeholder needs
1.1.3.1 Stakeholder identification
1.1.3.2 Need identification
1.1.3.3 Communication plan
1.2 Stakeholder need identification
1.3 Project Deliverables identification
1.3.1 Legal compliances
1.3.2 KIEV Compliances
2.0 Development
2.1 Management plans
2.1.1 Stakeholder communication management plan
2.1.2 Resource management plan
2.1.3 Risk management plan
2.1.3.1 WHS risk identification
2.1.3.2 Risk assessment
2.1.3.3 Risk Treatment
2.1.4 Quality management plan
3.0 Implementation
3.1 Communication
3.1.1 Clients

3.1.2 Tenants
3.1.3 Agents
3.1.4 Potential Tenants
3.2 Documentation
3.2.1 Risk Management
3.2.1.1 Risk Register
3.2.1.2 Issue log
3.2.2 Project Initiation Document
3.2.3 Project Scope
3.2.4 Stakeholder analysis
3.2.5 Project Plan
4.0 Evaluations
4.1 Documentation Review
4.2 Project Status Reports
5.0 Project closure
5.1 Project closure documentation (GDE)
5.2 Project sponsor sign-off
Timelines
Assuming that the project began on 1st of July 2017, this project would be completed in 3 months
with the following milestones:
Milestone Step Milestone Date
Requirement gathered for legal and ethical compliance 5th July 2017
Interviews with tenants and clients to understand their communication needs
and gaps
10th July 2017
Preparation of the codes of conduct to be implemented in the company and
their documentation
5th Aug 2017
Training of agents on the legal and ethical codes of conduct 15th Aug 2017
Documentation of the ethical and legal codes of conduct and their
implementation in the company (IFRC, 2011)
20th Sept 2017
Communication sent to the clients and tenants on the commitment of the
company to the legal and ethical procedures
29th Sept 2017
Project Closure (PMI, 2015) 30th Sept 2017

Risk Management Plan
Risk Probability of
Occurrence
Risk Impact Response Plan
Not all the codes
identified and
documented properly
Moderate Moderate Ensure that all the stakeholders are
involved in the requirement gathering stage
such that no communication or compliance
requirement is missed (PMI, 2005)
Lack of resources
needed for the project
Low Moderate Ensure that the budgeting is done after
identifying all the requirements with
contingency fund set aside
Lack of human
resources to execute
the project
Low Moderate Ensure that the need for human resources
is properly identified and planned before
starting up with the project
Agents are not willingly
accepting the
additional
responsibilities of
following codes of
conduct
Moderate High The buy in from the agents must be sought
before starting the project by informing
them of the benefits company and they
would receive with adoption of the codes of
conduct (Masons Thelen Reid LLP, 2006).
Delays in project
deliverables
Moderate Moderate Delays can be caused by several reasons
such as unavailability of the approver or the
resources that can be avoided but in case,
delays cannot be avoided, the work speed
can be increased by adjusting the schedule
of the project to ensure that the final
project is delivered on time
Budget
The budget allotted to the project of informing, communicating, and committing to the legal and
ethical considerations with adoption of high codes of conduct is given a budget of $15,000.
Project Operations
Project Scope
Following activities are in the scope of this project:
 Informing the real estate agent about the ethical and legal requirements of the business
 Promoting high quality of codes of conduct in the company including legal and REIV
obligations
 Informing existing client and tenants about the commitment company has to high codes of
conduct to attain goodwill
 Receive buy in from the tenants and clients for adoption of the high codes of conduct
(WSDOT, 2015)
 Legislative knowledge must include anti-discrimination legislation, ethical principles, codes
of practice, privacy laws, environmental issues, and WHS
Documentation
Documentation of the project would include the following:

 Legal compliance requirements and procedures
 Ethical codes of conducts and procedures to follow
 Training documents for the staff on the legal and ethical compliance needs
 Project schedule
 WBS
 Project progress report
 Budget document
 Project Scope and plan
 Risk management plan
 Risk register (University of Exeter, 2015)
Project Stakeholders
Key stakeholders of the project include Project Sponsor, Project manager, technical experts,
operations general manager, agents, clients, and tenants.
Assessment 2
Documentation Review
At the time of the project execution as planned, the documents that would be reviewed include:
 Risk register which would record the risks appearing and the actions taken
 Project progress report that would record the progress of the project against the milestones
set
 Issue logs would record the issues that appear on the project
 Communication management including details of how requirements are being
communicated to the project stakeholders including agents, clients, and tenants
 Quality assessment which would check if the communication documents are accurate, clear
and error free (UAS, 2012).
Current Scenarios Review
The project was executed and was faced with some issues that also got resolved. The documentation
fairly captured all the legal and ethical compliance requirements of the real estate business that
included:
 Equal opportunity act compliances that demanded avoiding of claims of discrimination
 Privacy act guiding the use of client and tenant information
 Tenancies and Rooming Accommodation Act rules to be followed during tenancy
 Procedures and codes of behaviour for checking of tenant credentials before approving
 General tenancy agreement according to performance standards and policies of the
company
 Documentation of the key points for the property appraisal such as inspection, portfolio
research, cleaning, and property insurance for landlord protection
 Ground rules defined for property management in codes of conduct
 Procedures for handling inquiries from tenants
 Processing tenancy applications and guidance to tenants (Time is Ltd, 2015)

Status reports
Status reports were generated as the project phases were completed as follows
Project Status Report for Month Ending July 2017:
Project name: CODES OF CONDUCT Client: MAX LIONEL
Project manager: Abbe Ludlum
Contract type: Internal
Report date: 31st July 2017
Distribution: Operations General Manager; Project Manager
Management Summary
The project plan was created including schedule, budget, risk management plan,
communication plan, quality management plan, and WBS
Key Milestones
Id. Title Plan
completion
date
Forecast
completion
date
Current forecast
completion date
Actual
completion
date
1 Requirement gathered for
legal and ethical compliance
5th July
2017
5th July
2017
5th July
2017
5th July
2017
2 Interviews with tenants and
clients to understand their
communication needs and
gaps
10th July
2017
10th July
2017
12th July
2017
13th July
2017
3 Preparation of the codes of
conduct to be implemented in
the company and their
documentation (Thinking
Portfolio, 2016)
5th Aug
2017
5th Aug
2017
6th Aug
2017
7th Aug
2017
Progress and Deviations from Plan
Interviews took more time than expected which also got the code preparation delayed
.

Financial Status
INVOICED TO DATE TOTAL CONTRACT VALUE
For last month None Planned total $15,000
Project till date $5000 Forecast total $15,000
Funds released %5000
OVERDUE INVOICES
Sr. no. Amount Date sent
1 None NA
Change Request History
The amendments made in the plan included
Id. Title $amount Schedule
change (if
any)
Status (in
review,
agreed,
withdrawn)
1 Distribution of
responsibilities
200 Distribution
of
responsibili
ties
Agreed
Project Status Report for Month Ending Aug 2017
Project name: CODES OF CONDUCT Client: MAX LIONEL
Project manager: Abbe Ludlum
Contract type: Internal
Report date: 31st Aug 2017
Distribution: Operations General Manager; Project Manager
Management Summary
The project plan was executed as per project plan (Scottish Qualifications Authority, 2007)

Key Milestones
Id. Title Plan
completion
date
Forecast
completion
date
Current forecast
completion date
Actual
completion
date
1 Training of agents on the legal
and ethical codes of conduct
15th Aug
2017
15th Aug
2017
15th Aug
2017
15th Aug
2017
2 Documentation of the ethical
and legal codes of conduct
and their implementation in
the company
20th Sept
2017
25th Sept
2017
25th Sept
2017
26th Sept
2017
Progress and Deviations from Plan
The documentation got delayed because one of the resources had left and work was distributed
.
Financial Status
INVOICED TO DATE TOTAL CONTRACT VALUE
For last month None Planned total $15,000
Project till date $10000 Forecast total $16,500
Funds released $6000
OVERDUE INVOICES
Sr. no. Amount Date sent
1 $1000 5th Aug 2017
Change Request History
The amendments made in the plan included
Id. Title $amount Schedule
change (if
any)
Status (in
review,
agreed,
withdrawn)
1 Additional funds release 200 Deliveries
to take 5
more days
Agreed
Project Status Report for Month Ending Sept 2017

Project name: CODES OF CONDUCT Client: MAX LIONEL
Project manager: Abbe Ludlum
Contract type: Internal
Report date: 31st Sept 2017
Distribution: Operations General Manager; Project Manager
Management Summary
Project was completed and communication about codes of conduct communicated to clients
and tenants
Key Milestones
Id. Title Plan
completion
date
Forecast
completion
date
Current forecast
completion date
Actual
completion
date
1 Communication sent to the
clients and tenants on the
commitment of the company
to the legal and ethical
procedures
29th Sept
2017
29th Sept
2017
29th Sept
2017
29th Sept
2017
2 Project Closure 30th Sept
2017
30th Sept
2017
30th Sept
2017
30th Sept
2017
Progress and Deviations from Plan
Interviews took more time than expected which also got the code preparation delayed
.
Financial Status
INVOICED TO DATE TOTAL CONTRACT VALUE
For last month None Planned total $15,000
Project till date $15000 Forecast total $16,500
Funds released $5500
OVERDUE INVOICES
Sr. no. Amount Date sent
1 $500 20th Sept 2017

Project Deliverables for Quality Assurance
The deliverables must ensure quality which would be maintained by following certain standards of
communication including:
 Clarity in communicated related to legal and REIV obligations
 No spelling or grammar errors in written communication
 Use of professional and audience friendly language
 A fair and flexible deliver of communication to the agents, clients, existing and potential
tenants
 Display of sensitivity towards information needs and audience requirements.
Risk Management Reports
Change Requests
With clear definition of project goals and scope, the change requirements were avoided but there
was one change request received that demanded change of the role of one of the project team
members from writer to interview support person.
Issue Logs
Sr. No. Description Date
Raised
Issue owner Impact Recovery
plan
Update Status
1 The budget
approved is
insufficient
20th
Sept
2017
Project
Sponsor
Moderate Contingency
funds were
released to
cover the
expenses
25th Sept
2017
Closed
2 A key staff
left leading
to delays in
deliveries
15th
Sept
2017
Project
Manager
High Project
manager
distributed
the work of
the person
to others
17th Sept
2017
Closed
3 There were
delays in
approval of
the
procedures
for
following
codes of
conduct
1st Sept
2017
Top
Management
High Project
manager
met the
management
to clarify
things such
that they
could take
fast decision
5th Sept
2017
Closed
Budget
The budget that was approved included the contingency fund of 10% which was also utilized as the
project wax exceeding the budget.

Assessment 3
Documentation Review
Post implementation, the documents that were reviewed included:
 Risk register to understand project risks
 Issue log to ensure that all issues were resolved
 Change requests to ensure that all changes had some resolution
 Project expenses report to assess if it could be completed within budget
 Project progress report to see if the project could be completed as per schedule
Current Scenarios Review
The project was completed on time without any delays but some contingency funds were utilized.
Monitoring and record keeping system requirements
Budget Vs Expenditure
The additional contingency fund of 10% of $1500 was utilized in the third month of the project which
was within budget as the contingency fund was already approved for handling emergency situations.
Budget Variation report
Planned Expenditure (PE) was $15,000
Actual Expenditure (AE) was $16,500
Earned Value (EV) was $15,000
This the cost variation (CV) = AE - EV = $1,500
Handover Report
Upon completion of the project, a handover report was prepared by the project manager with
following details:
Handover Form
Project name Max Lionel reality Codes of Conduct
Customer name Max Lionel
Project manager Abbe Ludlum
Project description Updating and execution of legal and ethical codes of conduct in the company
Key Department and Customer Staff
Name Phone E-mail address
Project manager Abbe Ludlum 00340988409 [e-mail]
Finance manager Gary Cosche 80213820184 [e-mail]
Technical Manager Harry Collins 80384903900 [e-mail]

Handover Form
Project sponsor Arnold Keep 80914803193 [e-mail]
Tenants Robert Williams 01480184010 [e-mail]
Client ABC Company 01403479109 [e-mail]
Agents Multiple Multiple Multiple
Project Initiation Information (Handover to Project Manager)
Project Start Date 1st July 2017 Handover Date 30th Sept 2017
Project Revenue $ Budgeted Cost $ 15,000
Contract signed N/A  Yes  No 
RFP attached N/A  Yes  No 
Proposal Attached N/A  Yes  No 
SOW attached N/A  Yes  No 
Meeting scheduled with clients Yes  No 
Date: 5th Oct 2017 Location: ABC Office
Project Closing Information (Handover from Project Manager)
Projected Actual Variance
Project Start Date 1st July 2017 2nd July 2017 1 day
Completion Date 30th Sept 2017 30th Sept 2017 None
Project Costs $15,000 $16,500 $1,500
Requirements satisfied Yes  No 
The client is satisfied Yes  No 
Formal acceptance attached Yes  No 
Agents training has been scheduled Yes  No 
Date: 10th Oct 2017 Location: Max Lionel Office
Post Project Review
Outcomes vs. Objectives
All the objectives of the project were achieved including development of codes of conduct,
development of the content for the training of the agents on codes of conduct and communication
to the clients and tenants on the codes of conduct.
Lessons learned
Lessons learned on this project included:
 Buy-in from the internal staff is very important for the success of the project

 Despite all the care taken, there can also be unavoidable circumstances that can lead to
additional budget requirements and thus, contingency funds must always be allotted to a
project to handle such situations
 Lack of information can lead to delays and thus, acquisition, communication and
management of information is a crucial part.
Recommendations
Based on the lessons learned and the project experience, certain recommendations can be made for
the project for future management:
 The company must record the lessons learned and use them when executing similar projects
 Feedback must be taken from agents after training
 Strict adherence of codes of conduct must be demanded from the agents if the project has
to be successful
 The problems of tenants must be focused and resolved through appropriate conducts and
feedback must be taken to ensure that improvements are received.
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