Table of Contents

The project chapters are laid out using a project lifecycle with 6 stages. Each chapter in the book consists of three parts which include a description of the activities in the project life-cycle, the historical case study, and best practices.

Preface

WHY TITANIC?
RATIONALE FOR USING TITANIC
AUTHOR PROFILE

Introduction

TARGET AUDIENCE
WHAT IS “MISSION CRITICAL”?
POTENTIAL BANKRUPTCY
DIFFICULTY IN PROVIDING CONTINUOUS ON-LINE OPERATIONS
IF IT’S SO HARD TO PROVIDE ON-LINE OPERATIONS, WHY IS EVERYBODY DOING IT?
WHAT ARE THE DIFFERENT INDUSTRIES DOING ABOUT ON-LINE OPERATIONS?
CHAPTER ORGANIZATION USING A PROJECT LIFECYCLE

Chapter 1: Defining Your Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . 1

CHAPTER OBJECTIVES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . . 1
WHAT ARE BUSINESS REQUIREMENTS? . . . . . . . . . . . . . . . . . . 2
WHY DO WE NEED REQUIREMENTS? . . . . . . . . . . . . . . . . . . . 2
ARTICULATE THE BUSINESS PROBLEM OR OPPORTUNITY. . . . . . . . . . . . . . 2
DEFINE A BUSINESS SOLUTION TO THE PROBLEM . . . . . . . . . . . . . . . . 3
SPECIFY WHAT THE ON-LINE OPERATION NEEDS TO DO . . . . . . . . . . . . . 4
JUSTIFY THE VALUE OF THE ON-LINE OPERATION . . . . . . . . . . . . . . . . 4
WHAT ARE THE COST BENEFITS OF YOUR ON-LINE OPERATION? . . . . . . . 5
WHAT ARE THE TOTAL UNAVAILABILITY COSTS? . . . . . . . . . . . . . . . 7
HOW DO I FACTOR AVAILABILITY INTO THE COST? . . . . . . . . . . . . . . 7
CREATING A TECHNOLOGICALLY SAVVY COST-BENEFIT CALCULATION . . . . . 13
CALCULATING TITANIC’S PROJECTED COST BENEFITS . . . . . . . . . . . . 13
CALCULATING TITANIC’S REAL COST BENEFITS . . . . . . . . . . . . . . . 15
AVAILABILITY OF ON-LINE OPERATIONS: IT’S HOW YOU LOOK AT IT . . . . . . 16
WHY YOU NEED TO AVOID PERCENTAGES . . . . . . . . . . . . . . . . 17
USER OUTAGE MINUTES . . . . . . . . . . . . . . . . . . . . . . . . . 18
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 22
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . . 23
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . . 23

Chapter 2: Mapping Your Strategy . . . . . . . . . . . . . . . . . . . . . . . . 25

CHAPTER OBJECTIVES . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 25
TRANSFER THE BUSINESS INTO FUNCTIONAL REQUIREMENTS . . . . . . . . . . . 26
IDENTIFY THE EXISTENCE OF NON-FUNCTIONAL REQUIREMENTS . . . . . . . . . 26
VERIFY THE LOGICAL STORAGE AND MOVEMENT OF KEY ELEMENTS . . . . . . 27
PLOT THE PHYSICAL LAYOUT OF THE DELIVERED GOODS. . . . . . . . . . . . . 30
BREAK THE PHYSICAL MODEL INTO GRANULAR COMPONENTS . . . . . . . . . . 32
THE ROLE OF THE INVENTORY MODEL . . . . . . . . . . . . . . . . . . . 34
THE ROLE OF THE INTERDEPENDENCY MODEL . . . . . . . . . . . . . . . 35
TEST THE PHYSICAL MODEL IN A TYPICAL OPERATING ENVIRONMENT . . . . . . 37
MODELS USED FOR TESTING . . . . . . . . . . . . . . . . . . . . . . . 37
FLOW ANALYSIS FOR TITANIC . . . . . . . . . . . . . . . . . . . . . . . 38
FLOW ANALYSIS FOR YOUR ON-LINE OPERATION . . . . . . . . . . . . . . 39
TEST THE PHYSICAL MODEL IN EXTENUATING CIRCUMSTANCES . . . . . . . . . 41
TEST TITANIC’S PHYSICAL MODEL. . . . . . . . . . . . . . . . . . . . . 41
YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . . . . . . . . . 42
GUARANTEE DELIVERY OF THE REQUIRED PHYSICAL LAYOUT . . . . . . . . . . 44
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 45
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . . 45
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . . 47

Chapter 3: Constructing Your Goods . . . . . . . . . . . . . . . . . . . . . . . . 49

CHAPTER OBJECTIVES . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 49
IDENTIFY THE REQUIRED LEVEL OF AVAILABILITY . . . . . . . . . . . . . . . 50
BASIC LEVEL OF AVAILABILITY FOR TITANIC . . . . . . . . . . . . . . . . 50
BASIC LEVEL OF AVAILABILITY FOR YOUR ON-LINE OPERATION . . . . . . . 50
HIGH LEVEL OF AVAILABILITY FOR TITANIC . . . . . . . . . . . . . . . . 51
HIGH LEVEL OF AVAILABILITY FOR YOUR ON-LINE OPERATION . . . . . . . 51
CONTINUOUS LEVEL OF AVAILABILITY FOR TITANIC . . . . . . . . . . . . . 53
CONTINUOUS LEVEL OF AVAILABILITY FOR YOUR ON-LINE OPERATION . . . . 54
FAULT-TOLERANT LEVEL OF AVAILABILITY FOR TITANIC . . . . . . . . . . . 55
FAULT-TOLERANT LEVEL OF AVAILABILITY FOR YOUR ON-LINE OPERATION . . 56
WHAT WAS THE AVAILABILITY OUTCOME FOR TITANIC? . . . . . . . . . . 59
AVAILABILITY OUTCOME FOR YOUR ON-LINE OPERATION . . . . . . . . . . 60
DETERMINE THE DESIGN SPECIFICATIONS . . . . . . . . . . . . . . . . . . . 60
FOR TITANIC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
FOR YOUR ON-LINE OPERATION. . . . . . . . . . . . . . . . . . . . . . 61
PROCEED WITH CONSTRUCTION STEPS . . . . . . . . . . . . . . . . . . . . . 62
DEFINE THE BUILDING BLOCKS . . . . . . . . . . . . . . . . . . . . . . . . 63
PROCURE, COLLECT, AND STAGE MATERIALS . . . . . . . . . . . . . . . . . . 64
LAY IN THE MAIN PIECES . . . . . . . . . . . . . . . . . . . . . . . . . . 65
LAY IN THE FILLER PIECES . . . . . . . . . . . . . . . . . . . . . . . . . . 66
FOR YOUR ON-LINE OPERATION. . . . . . . . . . . . . . . . . . . . . . 67
LAY IN THE COSMETIC PIECES . . . . . . . . . . . . . . . . . . . . . . . . 68
FOR YOUR ON-LINE OPERATION. . . . . . . . . . . . . . . . . . . . . . 69
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 69
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . . 70
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . . 71

Chapter 4: Planning Your Test . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

CHAPTER OBJECTIVES . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 73
WHY IS TESTING SUCH A CHALLENGE? . . . . . . . . . . . . . . . . . . . . 74
WHAT IS THE PURPOSE OF PLANNING?. . . . . . . . . . . . . . . . . . . . . 75
THE NEED FOR MODELS . . . . . . . . . . . . . . . . . . . . . . . . . 75
THE FISHBONE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
GO THROUGH PLANNING . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
RATIONALE FOR TESTING TITANIC . . . . . . . . . . . . . . . . . . . . . 77
RATIONALE FOR TESTING YOUR ON-LINE OPERATION . . . . . . . . . . . . 77
ASSESS THE RISK FOR TITANIC . . . . . . . . . . . . . . . . . . . . . . 78
ASSESS RISK FOR YOUR ON-LINE OPERATIONS. . . . . . . . . . . . . . . 80
DETERMINE ALTERNATIVES FOR TITANIC . . . . . . . . . . . . . . . . . . 84
DETERMINE ALTERNATIVES FOR YOUR ON-LINE OPERATIONS. . . . . . . . . 85
DEFINE TESTS FOR TITANIC . . . . . . . . . . . . . . . . . . . . . . . . 85
DEFINE TESTS FOR YOUR ON-LINE OPERATIONS . . . . . . . . . . . . . . 85
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS. . . . . . . . . . 98
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . . 99
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 100

Chapter 5: Testing Your Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 101
WHY DO ORGANIZATIONS RESIST CHANGE? . . . . . . . . . . . . . . . 102
SUCCESS CRITERIA FOR TITANIC’S SAILING . . . . . . . . . . . . . . . . 103
SUCCESS CRITERIA FOR YOUR LIVE ON-LINE OPERATION . . . . . . . . . 103
COMPLETE FIRST-STAGE TEST . . . . . . . . . . . . . . . . . . . . . . . 104
COMPLETE TITANIC’S TESTS . . . . . . . . . . . . . . . . . . . . . . 104
COMPLETE YOUR ON-LINE OPERATIONS TESTS . . . . . . . . . . . . . . 105
REVIEW OF TITANIC’S RESULTS . . . . . . . . . . . . . . . . . . . . . 106
REVIEW OF YOUR ON-LINE OPERATION RESULTS . . . . . . . . . . . . . 107
REASSESS TITANIC’S RISK . . . . . . . . . . . . . . . . . . . . . . . 107
REASSESS YOUR ON-LINE OPERATION RISK . . . . . . . . . . . . . . . 108
COMPLETE FINAL-STAGE TEST. . . . . . . . . . . . . . . . . . . . . . . . 109
TITANIC’S LOADING . . . . . . . . . . . . . . . . . . . . . . . . . . 109
INCREMENTAL LOADING OF ON-LINE OPERATIONS . . . . . . . . . . . . 110
TEST EACH OF TITANIC’S INCREMENTS . . . . . . . . . . . . . . . . . 110
TEST EACH OF YOUR INCREMENTS . . . . . . . . . . . . . . . . . . . . 111
MONITOR ALL OF TITANIC’S INCREMENTS . . . . . . . . . . . . . . . . . 112
MONITOR THE CREATED WHOLE . . . . . . . . . . . . . . . . . . . . . 114
ARE YOU MEETING YOUR CONTRACTUAL OBLIGATIONS?. . . . . . . . . . . . 114
WHAT MAKES A GOOD SLA? . . . . . . . . . . . . . . . . . . . . . 114
POLICIES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
FACTORS AFFECTING SLAS . . . . . . . . . . . . . . . . . . . . . . . 117
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 118
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . 118
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 119

Chapter 6: Delivering Your Goods . . . . . . . . . . . . . . . . . . . . . . . . 121

CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 121
OBJECTIVES FOR YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . . 122
SET UP THE DELIVERY . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
HOW TO ORGANIZE A SUPPORT STRUCTURE . . . . . . . . . . . . . . . . 123
HOW TO CENTRALIZE OPERATIONS THROUGH A BRIDGE. . . . . . . . . . . 126
HOW TO USE AUTOMATED OPERATIONS . . . . . . . . . . . . . . . . . 128
ACTIONS TO TAKE WHEN PROBLEMS INTERFERE WITH YOUR DELIVERY . . . . 131
HOW TO USE A RECOVERY CLOCK. . . . . . . . . . . . . . . . . . . . 131
DETECTION ON TITANIC . . . . . . . . . . . . . . . . . . . . . . . . . 132
DETECTION IN YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . 134
PROBLEM DETERMINATION ON TITANIC . . . . . . . . . . . . . . . . . 136
PROBLEM DETERMINATION IN YOUR ON-LINE OPERATION . . . . . . . . . 138
RESOLUTION ON TITANIC . . . . . . . . . . . . . . . . . . . . . . . . 138
RESOLUTION IN YOUR ON-LINE OPERATION. . . . . . . . . . . . . . . . 139
RECOVERY ON TITANIC . . . . . . . . . . . . . . . . . . . . . . . . . 140
RECOVERY IN YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . 140
PROACTIVELY MAINTAIN THE DELIVERY . . . . . . . . . . . . . . . . . . . 141
PREVENTATIVE ACTIONS ON TITANIC . . . . . . . . . . . . . . . . . . . 141
PREVENTATIVE ACTIONS IN YOUR ON-LINE OPERATION . . . . . . . . . . 141
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 143
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . 143
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 144

Chapter 7: When the Unthinkable Happens . . . . . . . . . . . . . . . . . . . 147

CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 147
WHY IS DISASTER RECOVERY CRITICAL? . . . . . . . . . . . . . . . . . 148
WHAT IS DISASTER RECOVERY? . . . . . . . . . . . . . . . . . . . . . 148
HOW DO I DETERMINE THAT I AM IN A DISASTER? . . . . . . . . . . . 148
ASSESS THE DAMAGE . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
TITANIC’S SITUATION WORSENS . . . . . . . . . . . . . . . . . . . . . 149
YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . . . . . . . . 149
DECLARE THE DISASTER . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
COMMUNICATION ON TITANIC . . . . . . . . . . . . . . . . . . . . . 150
COMMUNICATION IN YOUR ORGANIZATION. . . . . . . . . . . . . . . . 151
ENACT THE RECOVERY . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
WITHOUT A PLAN, WHAT DO WE DO?. . . . . . . . . . . . . . . . . . 152
TITANIC’S FAILURE TO ENACT RECOVERY . . . . . . . . . . . . . . . . . 152
HOW TO FAIL AS TITANIC DID. . . . . . . . . . . . . . . . . . . . . . 155
BEYOND THE RECOVERY . . . . . . . . . . . . . . . . . . . . . . . . . . 156
HOW TITANIC COULD HAVE ENACTED A RECOVERY PLAN . . . . . . . . . 156
HOW YOU SHOULD ENACT YOUR RECOVERY PLAN . . . . . . . . . . . . 156
DISASTER RECOVERY: IT’S HOW YOU LOOK AT IT . . . . . . . . . . . . . . 159
COLD SITES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
HOT SITES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
INHERENT RISK OF HOT AND COLD SITES . . . . . . . . . . . . . . . . . 161
ON-LINE READY SITES . . . . . . . . . . . . . . . . . . . . . . . . . 161
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 165
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . 165
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 166

Chapter 8: Conducting a Post-Mortem . . . . . . . . . . . . . . . . . . . . . . 167

CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 168
DISCOVERY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
HOW TO COLLECT THE EVIDENCE (METRICS) . . . . . . . . . . . . . . . 169
HOW TO BUILD THE EVENT TIMELINE . . . . . . . . . . . . . . . . . . 174
HOW TO CREATE THE PROBLEM STATEMENT. . . . . . . . . . . . . . . . 176
HOW TO DETERMINE THE CONTRIBUTING FACTORS. . . . . . . . . . . . . 178
ANALYSIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
HOW TO CATEGORIZE THE EVENTS . . . . . . . . . . . . . . . . . . . . 179
HOW TO ANALYZE THE ROOT CAUSES OF EVENTS . . . . . . . . . . . . . 179
CORRECTIVE ACTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
HOW TO DEFINE CORRECTIVE ACTIONS TO ROOT CAUSES . . . . . . . . . 183
HOW TO EVALUATE YOUR ORGANIZATION’S SUPPORT ABILITY . . . . . . . 185
HOW TO IMPLEMENT THE CHANGES . . . . . . . . . . . . . . . . . . . 189
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 190
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . 190
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 191

Chapter 9: The Maiden Voyage Ends . . . . . . . . . . . . . . . . . . . . . . . 193

CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
REVIEWING TITANIC AND YOUR ON-LINE OPERATION. . . . . . . . . . . 194
WHAT YOU CAN LEARN FROM ROOT CAUSES . . . . . . . . . . . . . . 195
WHY YOU NEED TO TAKE IT SERIOUSLY. . . . . . . . . . . . . . . . . 196
ANSWERS TO INITIAL QUESTIONS. . . . . . . . . . . . . . . . . . . . . . . 196
SUMMARY. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
EPILOGUE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
U. S. INQUIRY AND CHANGES TO MARITIME TRANSPORTATION . . . . . . . 199
TITANIC’S IMPACT ON HISTORY . . . . . . . . . . . . . . . . . . . . . . . 200

Appendix A: Case Study for a New On-line Operation . . . . . . . . . . . . . . . 203

THE ORGANIZATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
THE PROBLEM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
THE SOLUTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
SOLVING THE PROBLEM . . . . . . . . . . . . . . . . . . . . . . . . . 205
SOLUTION CREATION . . . . . . . . . . . . . . . . . . . . . . . . . . 206
IMPLEMENTATION . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
ANOMALY NOTICED . . . . . . . . . . . . . . . . . . . . . . . . . . 207
EVERYTHING LOOKS NORMAL, BUT WITH SOME DISSATISFIED CUSTOMERS. 208
ESCALATION, BUT PROBLEM DISAPPEARS. . . . . . . . . . . . . . . . . 209
FURTHER PROBLEM DETERMINATION . . . . . . . . . . . . . . . . . . . 209
AUTOMATED OPERATOR TURNED OFF . . . . . . . . . . . . . . . . . . 210
THE SCOPE OF THE PROBLEM . . . . . . . . . . . . . . . . . . . . . . 210
CALL IN THE CAVALRY . . . . . . . . . . . . . . . . . . . . . . . . . . 212
TO SHUT DOWN OR NOT . . . . . . . . . . . . . . . . . . . . . . . . 213
LOSS OF CONTROL . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
SHUTDOWN, RESTORATION, AND BACK ON-LINE. . . . . . . . . . . . . . 214
RECOVERY MEETING AND PRESS STATEMENT . . . . . . . . . . . . . . . 214
LESSONS LEARNED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

Appendix B: Outage Classes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Appendix C: Business Case for Titanic . . . . . . . . . . . . . . . . . . . . . . . . 221

Appendix D: Risk in On-line Operation Projects . . . . . . . . . . . . . . . . . . 223

RISK MANAGEMENT PROCESSES. . . . . . . . . . . . . . . . . . . . . . . 223
RISK IDENTIFICATION . . . . . . . . . . . . . . . . . . . . . . . . . . 224
RISK QUANTIFICATION . . . . . . . . . . . . . . . . . . . . . . . . . 224
RISK RESPONSE DEVELOPMENT . . . . . . . . . . . . . . . . . . . . 225
RISK RESPONSE CONTROL. . . . . . . . . . . . . . . . . . . . . . . . 226
QUESTIONNAIRE FOR ASSESSING YOUR ON-LINE OPERATION. . . . . . . . . . 226

Appendix E: What to Expect from Your Project . . . . . . . . . . . . . . . . . . 233

CHECKLIST OF BASIC QUESTIONS ABOUT YOUR PROJECT . . . . . . . . . . . . 233
APPROACHES TO ON-LINE OPERATION PROJECTS . . . . . . . . . . . . . . . 234
HOW TO DECREASE PROJECT RISK . . . . . . . . . . . . . . . . . . . . 235
A TYPICAL PROJECT TEAM . . . . . . . . . . . . . . . . . . . . . . . 236
PROJECT EFFORT FOR ONE EVOLUTION. . . . . . . . . . . . . . . . . . . 237
PROJECT SHUTDOWN . . . . . . . . . . . . . . . . . . . . . . . . . . 237
PROJECT TRANSITION TO OPERATIONS . . . . . . . . . . . . . . . . . . . 237
EDUCATION AND TRAINING REQUIREMENTS. . . . . . . . . . . . . . . . 237
DELIVERABLES FOR YOUR PROJECT . . . . . . . . . . . . . . . . . . . . . . 238

Appendix F: Glossary and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

FREQUENTLY USED ACRONYMS IN THE BOOK. . . . . . . . . . . . . . . . . 245
IT AND BUSINESS TERMS USED IN THE BOOK . . . . . . . . . . . . . . . . 247
NAUTICAL TERMS USED IN THE BOOK . . . . . . . . . . . . . . . . . . . . 255

Appendix G: Credits and Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

PHOTO CREDITS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
BIBLIOGRAPHY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
WEB SITES FOR BACKGROUND INFORMATION . . . . . . . . . . . . . . . 258