"You missed the deadline again!" He used to be dependable. This has caused delays in project completion and incurring additional costs.

This lady represents a pattern of how customers are handled. Complaints rose to 45% last month and there is no sign it is improving. The customer care department says it is the case of growing defective products. The production department claims all products pass high testing. Meanwhile the high rate of returns continues.

"Do not go over the budget. We can't afford it." says my boss. I've just been promoted and I need this project to succeed. But we're experiencing deliverable delays and additional costs. How can I manage this better?