Program Manager Cleared for Take-Off

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Program Manager Cleared for Take-Off

Paula Weber

May 10, 2000





Tom Morris of Up, Up & Away Airlines is a seasoned project and program manager. In more than 15 years of project management and running project offices, he has seen it all. His projects have run the gamut from well organized and competently run to candidates for case studies on what not to do.

 

Currently Tom is working on development of a new generation of PC-based graphical user interface (GUI) software for reservations agents in multiple call centers. He develops the master agreement and supplemental specifications, then sends them first to the airline's corporate contracts department for approval, then on to the contractor for implementation. This is a premium software development project that cannot fail. Up, Up & Away Airlines is struggling to stay competitive in today's cutthroat airline industry. The airline's bottom line is ultimately dependent upon building and retaining a loyal customer base. To do so, it must upgrade, modernize and improve all technology and operations focused on customer care.

Tom is the corporate-wide program manager on the hook for the planning and managing of all data and telecommunications projects affecting the customer experience (reservations, terminal and curbside check-in, ticket counter transactions, gate processing and boarding).



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