Business Context:• Providian Trust is a New York-based trust company that provides financial and trust services. It has a network of 216 branches with a staff of 840 full-time employees. • Providian Trust managed $49.7 billion in trust assets. Of this, $42.7 billion is for institutional retirement and trust services and $6.7 billion is for personal trust services. Personal Trust Services has over 10,000 customers. • The company's lending products such as residential and commercial mortgages and consumer and business loans are major sources of revenue. Key Business Drivers: In 1994, Michael Leblanc, senior vice president of Trust, Treasury & Investments believed the company was losing money due to intense competitive pressures. Leblanc argued that customer demands were driving the need for improvement and that Providian customers worry about the company's outdated reporting systems. He noted three key factors in gaining a competitive advantage. • Revenue generation through new efficient and sustainable systems. • Reduce costs through redesigning business processes and increasing operational efficiency. • Increase stakeholder expectations while maintaining competitive business practices. Initiatives: Objectives Benefits Upgrading the Trust's old legacy mainframe systems to be converted into a more efficient software system called “Access Plus”, an asset management system developed by Select One. • Provide management with control over customer accounts. • Centralize administrative functions. • Improve operational efficiency in both the front and back office of the Operations department. • Enforce discipline in the Trust division. • Reduce costs by decreasing discrepancies and maintaining accounts. .... half of the paper ... make them feel like they own the project rather than working on it. • An appropriate chain of command should be implemented and communication should be effective at all levels and problems must be immediately noticed and addressed.• Regular reviews and checkpoints must be carried out and the findings must be communicated and informed effectively with all teams involved.• Appropriate metrics should be in place to measure the progress of each phase of the project.• Infrastructure planning and training programs should be done ahead of time. An effective Project Manager should be aware of the critical skills needed, should learn to communicate effectively at all levels, manage resources in the right way, put rigorous processes in place, delegate tasks accordingly, carry out adequate testing, maintain realistic expectations , never assume and don't be afraid of what could go wrong.