Suppose, you are the leader of the Customer Service team of a busy, customer-focused technology support centre. You are responsible for ensuring that the support centre is always staffed with suitable staff who can make callers feel comfortable, attend to their questions and needs knowledgably and promptly and who are able promote new products of the company.

At any one time you have a team of 15 support centre staff with six needed per day. Due to the nature of the work you have an average staff turnover of one position per month.

At a recent senior management meeting the Business Strategic Plan was explained, from which you now need to develop a performance plan for your Customer Service team. You also need to remember the ongoing team requirements as well as those new requirements brought about by the Business Strategic Plan.

How was project-related information collected, validated and distributed to assist in decision-making throughout the project life cycle?