BigStep.Com Match.Com Libida.Com Microsoft WebTV 3DO U.S. West

The Set-top Rebate Processing System September 1997 - March 1998. This system was conceived very late, and was driven by a very aggressive deadline for paying the first qualified applicants on the basis of a grand-fathering clause. Further complicating the execution were substantial difficulties in relations amongst various key departments and with the external fulfilment house (vendor). The value we added was in specifying & designing a workable solution given the resource & time constraints, in smoothing the path for the engineers to execute, in managing risks to deliverables, in facilitating relations between departments (engineering, customer service, operations, sales & marketing, business development, finance) and the vendor to reach a workable truce, in squeezing in the QA cycle against much resistance, and in delivering a working system ON TIME. Subsequently, we managed the operation of the system, implemented processes dependant on multiple resources in multiple departments & the vendor's cooperation, and navigated unforseen surprises to provide a smooth execution to a stable point of operation. We then executed a plan of hand off to designated parties within WebTV whom we had previously trained and who were clear about their role and timing. The program's success is partly due to our strong management of the upper management in sales, marketing & business development. The other value we added was in affecting the long-term relationships of the participating departments and vendor through facilitation of communications and mediation.