Communication Failure Case Study: Project Management Analysis

This case study analyzes a project management communication failure within an organization, impacting its business growth and commercial success. The project, led by an inexperienced project manager, faced challenges due to miscommunication among team members, including Alice, Bob, Betty, and Frank. The case explores the roles and responsibilities of project sponsors, program managers, project managers, and line managers, highlighting the importance of effective communication. It examines the communication problems faced by each team member and recommends specific communication approaches and tools, such as lateral communication, weekly status reports, discussion forums, and tracking software. The study also discusses project management maturity models and critiques the project's maturity level, offering recommendations to improve communication, including adopting appropriate tools and processes to avoid future failures and enhance project outcomes.

Running head: COMMUNICATION FAILURE
Project management: Case Study of Communication Failure
Name of the student:
Name of the University:

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Table of Contents
I. Introduction..................................................................................................................................3
A. Background of the case study.................................................................................................3
B. Purpose of the case..................................................................................................................3
C. Defining project communication............................................................................................4
II. Project management communication roles and responsibilities.................................................5
A. Project sponsor........................................................................................................................5
B. Program manager....................................................................................................................5
C. Project manager.......................................................................................................................5
D. Line manager..........................................................................................................................6
III. An examination and response to the project team.....................................................................6
A. Alice in Research and development........................................................................................6
1. Context of the communication problem..............................................................................6
2. A recommended communication approach and communication tool.................................6
B. Bob in Engineering.................................................................................................................7
1. Context of the communication problem..............................................................................7
2. A recommended communication approach and communication tool.................................7
C. Betty in reporting and procurement........................................................................................7
1. Context of the communication problem..............................................................................7
2. A recommended communication approach and communication tool.................................8
D. Frank in Manufacturing..........................................................................................................8
1. Context of the communication problem..............................................................................8
2. A recommended communication approach and communication tool.................................8
E. A discussion on project management maturity.......................................................................8
F. A critique of radiance International’s project management maturity......................................9
IV. A summary of project management recommendations for this case study...............................9
A. Project management communication roles and responsibilities.............................................9
B. Applicable communication tools for the case study...............................................................9
C. Communication approaches or process for the case.............................................................10
V. Conclusion................................................................................................................................10
Reference.......................................................................................................................................11

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I. Introduction
A. Background of the case study
This particular case study is based on an incident of communication failure in an
organization that interrupted the regular business growth and commercial success at the same
time. According the case study Herb, eight years of experienced employee was assigned for a job
of a project manager but due to communication failure among the project manager and the rest of
the project team members the project manager failed to satisfy their consumers (Kerzner &
Kerzner, 2017). From the last past 8 year he has been working in many research and
development and product quality enhancement projects but he has no experienced about the
responsibilities required to be served by a project manager.
In order to accomplish the project the nominated project team members were Alice, Bob,
Betty and Frank along with other 10 altogether 14 members. Though at the project starting phase
the activities were running quite well but due to serious communication failure the project faced
major problems. In order to resolve those problems communication errors are needed to be
resolved permanently.
B. Purpose of the case
The purpose of this particular case is to accomplish the project assigned by the company
successfully within estimated time and budget. It will make sure that the project manager is
meeting the project objectives or not. After analyzing the total case it has been found that the
project failure took place due to miscommunication. In order to avoid communication failure
proper organizational communicate approaches should be adopted by project manager and those

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are to be followed simultaneously by each of the project team member (Kerzner & Kerzner,
2017). The purpose of this case is to identify those accurate communication approaches that may
help herb to avoid miscommunication rather serious communication failure.
C. Defining project communication
Project communication is referred to as an art which is very crucial for any business
organization to make a project outcome successful. Success of any project that is whether
handled by professional project team members or by other cross departmental teams, are
dependent on the set of communication techniques and skills possessed by each of the member
(Ahuja & Priyadarshini, 2015). Moreover it can be said that, communication is that tool which
may either make or break a project success. Communication failure is always defines as an
obstacles which interrupt any project to meet its objectives and goal. Apart from this different
communication channels are also there such as downward, upward, horizontal etc that manages
and improves the communication approaches followed by any business organization.
Effective communication plan can facilitate the members associated to the project team.
It must be used uniformly throughout the project development phase. Better communications
improves the performance of the project team members and also avoids both intra organizational
and inter organizational failure (Austin & Pinkleton, 2015). The stakeholders can be easily
updated and simultaneously creates additional project documents also easily. Apart from this, it
also helps to create pln for resolving different issues.

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II. Project management communication roles and responsibilities
A. Project sponsor
The project sponsors are the key stakeholders of any project and without sponsors a
project cannot be start and not even be completed. For a single project there may exists more
than one project sponsors. The project sponsors are the key group of person who provides the
necessary financial resources to the project team in terms of cash or advertisements (Greenaway
et al., 2015). The sponsors who work for the project management team especially helps for the
project matters like funding, scope, progress monitoring etc. Sponsors may be sometimes defines
as the part of a project team. Even at the end of the project the acceptance from the project
sponsors are also required.
B. Program manager
The role of a program manager does not differ much from a senior responsible owners.
Program managers should deliver the complete project by incorporating necessary changes to it
(Kaiser, Arbi & Ahlemann, 2015). They are responsible to make co ordination with the
program’s project. Not only this u also they also manages the inter dependencies of the project
management team.
C. Project manager
The project managers are responsible to develop proper project activities as well as
resource planning. Project managers play the most important role for any project by controlling
and monitoring it until the successful completion of the project (Men, 2014). The project
manager is only responsible to motivate the rest of the project team members to steer the project
team down to a clear direction to reach to the final goal. Apart from this, another important role

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that is served by the project manager is to ensure customer satisfaction (Sadia et al., 2016) A
good project manager should know the way through which risks and uncertainty can be
eventually minimized.
D. Line manager
The line managers are responsible in the role of business operation. In order to achieve
specific operational and functional goal, each individual is responsible is responsible to manage
the employees. Line managers are responsible to recruit and hire talent for filling the empty
position of a project team (DeviKrishnaya, Jamaludin & Ismail, 2017). They provide training and
proper support to the new joiners. Cross training, team metrics, performance feedback are the
other responsibilities to be served by a line manager.
III. An examination and response to the project team
A. Alice in Research and development
1. Context of the communication problem
Alice was the seasoned expert who has been working in the company even more than
Herb. He was responsible to co-ordinate with the efforts of the R&D personnel. According to the
background of the case it has been found that Alice was expecting a promotion but he never said
about this directly to Herb (Kerzner & Kerzner, 2017). Due to long term experience, Alice was
expecting a recommendation for promotion from Herb. However, for communication failure
Herb did not write any letter of recommendation for Alice’s promotion.

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2. A recommended communication approach and communication tool
In order to resolve this particular communication failure the communication approach
and communication tool that should be followed by Alice and Herb are lateral communication
and weekly status report respectively (Mok, Shen & Yang, 2015). As Alice was working in the
research and development tem of the company thus Alice should be aware of the up-to-date
information set.
B. Bob in Engineering
1. Context of the communication problem
Bob is also working for this company longer than Herb. He spends his career as an
engineer and he would co-ordinate as the engineer in the company (Kerzner & Kerzner, 2017).
In the case there is no clear mention of communication problem regarding Bob, as he was
responsible for engineering drafts delivery.
2. A recommended communication approach and communication tool
In order to avoid organizational miscommunication the Bob should use lateral
communication approach and as a tool must use discussion forum. Discussion forum is a type of
meeting which allows all the project team members including external and internal stakeholders
also share their ideas with each other (Pritchard, 2013). In addition to this she will also be able to
present her expectation with the successful accomplishment of the project.

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C. Betty in reporting and procurement
1. Context of the communication problem
Betty was absolutely new in the company and she was responsible to manage all the
necessary reports, record management and manufacturing planning also (Kerzner & Kerzner,
2017). As she was new in the company thus she failed to communicate professionally with Herb,
which acted as an obstacle.
2. A recommended communication approach and communication tool
As Betty was new in the company thus she was not aware about each professional
activity. It is recommended to Betty to use tracking and case software as a communication tool
and lateral communication approach during the manufacturing phase (Pritchard, 2013). This
online help desk will help Betty to track the flow of the project. As much Betty became familiar
with the project it will be easier for her to understand the others concern.
D. Frank in Manufacturing
1. Context of the communication problem
Frank was the manufacturing engineer of the company and he was recruited as a
manufacturing engineer. Until the final preparation of the manufacturing plan Frank was also a
part time on the job (Kerzner & Kerzner, 2017). He also failed to convince Herb for
recommending her as a permanent part of the project.
2. A recommended communication approach and communication tool
Meeting is the one of the most important communication tools that should be used by
Frank to become up-to-date and aware about the manufacturing requirements. It will help Frank
to convince Herb, about the promotion (Pritchard, 2013). Besides this conference and email are

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two other communication tools to be used by Frank as these will allow her to share ideas and
newly developed approaches to other project team members. If the suggestions served by Frank
are found to be appropriate then she can convince Herb to promote her designation as a
permanent.
E. A discussion on project management maturity
Project maturity model is referred to as a model consists of progressive development of a
business organization project management approach along with methodology, strategy and
decision making process as well (Ham, Aragón & Martonosi, 2015). While assessing or
monitoring the progress of a project towards success, the proper level of maturity may varies in
terms of specific goal, strategy, resource capability, scope and requirement. Overall, it can be
said that for demonstrating the improvement of a project that will be delivered project maturity
model is an important tool to be created.
F. A critique of radiance International’s project management maturity
Different kinds of project management maturity models exists in the real field of
application that helps to improve the performance of the project manager and project team
members as well (Greenaway et al., 2015). Most of the PMMM are inspired by the Capability
maturity models. It helps to gain competitive advantages and higher level advantages as well.
Most of the International engineering and construction companies are currently using the concept
of PMMM.

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IV. A summary of project management recommendations for this case study
A. Project management communication roles and responsibilities
Communication is referred to as an important tool that helps to improve the quality of a
project and also gives different opportunities to the business organization. Regardless of the size
and background of a project communication techniques required to be adopted by the project
managers (Heagney, 2016). Different communication methods are there such as phone calls,
emails, meeting etc that are widely used by the business organizations while sharing the ideas
and creativity with others. Effective as well as efficient communication helps to establish secure
bridge between the project manager and other project stakeholders. Communication helps to take
proper decision and also resolve different intra and inter organizational conflicts.
B. Applicable communication tools for the case study
Considering the background of the case it can be said that there are different project
communication tools available those can be applied accordingly (Austin & Pinkleton, 2015). It is
the role of the project manager to choose the most suitable tool to serve internal communication
successfully. The different communication tools those are widely used by the business
organizations include: social intranet software
 Social group messaging and chat tools
 Issues tracking and ticketing software
 Internal bogs and videos
 Discussion forum
 Project board
 Discussion board

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 Weekly status report
However, for this case the most suitable communication tool is weekly status report
development through face to face to face meeting arrangement.
C. Communication approaches or process for the case
For this particular case the project manager should use lateral channel for communication
and open communication as an approach (Kerzner & Kerzner, 2017). Open communication
approach helps the project manager and the project team members to share their point of views
with each other. Open communication allows establishing creative ideas for project success.
Open communication can again be done through the application of different tools such as:
 Conversation through email
 Daily standup meeting between the project manager and project team members
 Development of weekly project status report
 Presentation of a document repository
V. Conclusion
From the overall discussion it can be concluded that, communication failure lead a
business organization towards commercial loss. It is the responsibility of the project manager and
the other project team members to maintain proper communication styles to avoid any kind of
conflict. Along with Herb the rest of the 14 project team members should support and deliver
their estimated job roles to make ensure the project success. Based on the project background
and type of associate stakeholders, communication channels should selected by the company.
For this particular project the company should use open communication style. In order to apply

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this style best of the project management practices are needed to be adopted by them as well. The
roles and responsibilities of the project manager, sponsors, line manager and program manager
are elaborated in this report. In addition to this, applicable communication tools, context of the
communication of Bob, Alice, Frank and Betty, recommended communication tools and
techniques are also elaborated in this report.

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Reference
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Infrastructure Projects. In Project Management National Conference, India.
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managing effective communication campaigns (Vol. 10). Routledge.
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