Human Resource Management in Customer-constrained Multi-project Environment

Abstract

This Master’s Thesis examined the issue of allocating human resources to projects in a multi-project environment where the projects are done for customers and have a large number of external dependencies. The case company was a Finnish ICT company struggling with project resourcing, and this thesis focused on the project management office, consisting of project managers and subject matter experts (SMEs) working mainly on projects. The goal was to improve the resource management process across the project portfolio, which suffered from delays and unpredictability, constant interruptions for the SMEs and general chaos and stress for everyone involved.

The development project was carried out as action research from within the organization. After a current state analysis, a new process was established and reviewed in several workshops with stakeholders, and rolled out along with a new resource management tool that supported the process. The theoretical framework consisted of project portfolio management principles with a special focus on dynamic project portfolios and projects with a customer influence.

The improved process takes into account long-term resourcing and places requirements at the project planning phase, which will pay off during the project. It also aims at reducing the fragmentation of work and improving on-time deliveries. The process and tools were rolled out and preliminary results were promising, but to strengthen the planning phase, a Technical Project Office function was established.

The final results are still pending but the new tool has been well received and process changes are slowly taking effect. Recommendations for future development are also given.