A MAJOR UTILITY COMPANY PARTNERED with a software company to web-enable the utility's customer service process. The first project they initiated was over budget and failed to meet both time and quality objectives. The launch of the second project was delayed because neither company could agree on website requirements, design, and development method. Concerned that the second project would be a repeat of the first, the utility company enlisted PSI to provide a custom blend of Project Success Training, Consulting, and System Development services.

The project was a success, meeting its quality, time, and cost objectives. Other important outcomes included:

• A collaborative working relationship has formed between the executives of the utility company and the software company.
• The "high-performing" project team is positioned to deliver success on subsequent web-enablement projects.
• The software company is achieving their profit objectives under the performance-pay structure.
• The companies are partnering on an additional project that will provide over $4 million in revenues for the software company.