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Introduction
Very early on Monday, 22 February 2010, Brunella Noli, Pegaso Peru's General Manager, thought about the Casa Master Center (CMC) project, which had gone badly. Its project manager, Ana Perez, had recently resigned. Noli, an experienced computer engineer, had been tempted to take over the foundering project herself, but instead asked Pegaso's Operations Manager, Rafael León, to take it on. Now, in preparation for a meeting with León to review the work plan, Noli was reviewing the project file. She had two main concerns:
Noli needed to understand what had gone wrong so that she could salvage the relationship with CMC.
CMC owed Pegaso a substantial amount - final payment on the delayed project.
As of 22 February, only the testing phase needed to be completed. However, completing this phase would require the cooperation of a currently uncooperative client.
Pegaso and Pegaso Peru
Pegaso, a 4-year old Uruguayan company, employed 170 people in five countries (Uruguay, Argentina, Chile, Peru and the United States). A sales office in Sao Paulo, Brazil serviced its exclusive contract with a multinational company. Pegaso offered SAP technology solutions, leveraging SAP's reputation and acceptance in many industries. Approximately 500 companies had implemented SAP technology in Latin America, yet many underutilized SAP products. This left a niche for Pegaso to target small- and medium-sized companies.
Pegaso specialized in Business Intelligence (BI) applications. The firm used SAP's Business Objects tool to develop planning tools such as dashboards, balanced scorecards and reports. The firm adapts SAP's Business One tool to develop applications for automation, process integration and management of distributor, dealer or subsidiary networks. Pegaso also built Customer Relationship Management (CRM) solutions and basic CRM services for managing marketing campaigns and sales contacts
Brunella Noli had previously worked as a consultant with Arthur Andersen in Peru, including a spell on an SAP integration project with system consultants from Pegaso Uruguay. Handpicked to lead Pegaso Peru as its General Manager and given a stake as a partner in Pegaso, Noli had set up the Peru organization. She considered this as a major accomplishment in a career built on a series of successful projects. As a competent multi-tasker, she undertook operational as well as governance roles, while her competitive personality drove her ambition to develop...