The project manager completed the design specifications process for a new application and received approval from the client to begin development on the project. During the first stages of the development the project manager discovers that some elements of the design are not compatible with the existing infrastructure and must discontinue development until she can review the design issues with the customer.

The project manager has attempted to contact the customer numerous times but has been unsuccessful in scheduling a meeting. The customer has multiple other projects in progress and travels to other sites frequently. To make matters worse, he does not return phone calls until late in the evening.

His last message to the project manager stated that she should be able to figure out a solution because that is what he is paying her for and he doesn’t have time for these ‘trivial matters’. The project manager has a penalty clause in her contract that provides for a substantial penalty for missed milestones. What actions can be taken to manage this situation?

Your task is to brainstorm as to what the project manager can do to gain more accessibility to the customer? Specifically:

  1. What should the project manager do to get timely responses from customer in order to keep the project on track?
  2. What other means can the project manager obtain the information, if not in a meeting?
  3. What could the project manager do differently the next time the project manager has a project with this customer?
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