Case Study-AW-Q17

Case Study-AW-Q17 Online Services


The question is

You are part of a four-person team producing a technical design for a customer on a short time-scale. The customer, Moana, from Alphaworks Ltd, has asked your team-leader Vladimir to get this task done, and complete a report on it, in just two weeks. Moana knows that this is a demanding time-scale and is willing to pay a premium price for the work. Vladimir wants his team (including you) to work on this as a priority.


There are three days before the deadline. You are finalizing part of the design when you realize that one of the technical requirements provided by Moana is unclearly written and ambiguous. You want to make sure that your design meets her requirements, not least because the safety of her product might be compromised if you get it wrong. You ask team-leader Vladimir if you can phone Moana to ask her to clarify what she meant. However, Vladimir says that you mustn’t do this, because he has already reassured Moana that the team has finished the design and is now just writing up the final report. This is clearly untrue. You ask Vladimir why he has lied to Moana. He replies that Alphaworks Ltd is an important customer, and that reassuring Moana at every stage is important to keep her business. Besides, it will annoy Moana if you tell her that she hasn’t written her specifications correctly and it is imperative to keep the customer happy. Vladimir tells you that if anything goes wrong he’ll take responsibility for it – your job is to do the best you can with the information you have, make sure it’s done on time, and absolutely not to contact Moana.

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The other two team members seem to have no problems with the specifications that Moana has given them and will have their parts of the design finished and written up on time, as Vladimir wishes.

What do you do? How do you go about it? Marks will be given for (i) identifying the issues involved, (ii) identifying possible options, (iii) evaluating the options, (iv) identifying a way forward, and (v) explaining which conversations will be difficult and how to approach them.
Product Code-Case Study-AW-Q17

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