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PMO Transformation Case Study

PMO Transformation and Team Training at Frontier Airlines

How BridgeView paired project management office improvements with practical problem-solving training to strengthen delivery oversight and team capability.

PMO Transformation Project Risk Management Team Training

Engagement Components at a Glance

The work connected changes to PMO governance with hands-on development for the people expected to use those practices.

Team Development2 days

Of focused problem-solving training for the PMO team.

Analysis Framework5W+H

A practical structure for examining issues and their context.

DocumentationCRAID

A log used to support consistent project records and accountability.

Delivery ControlIn-house

Remaining development work transitioned to the internal team.

Project Delivery Needed Clearer Visibility and Ownership

After the pandemic, Frontier Airlines' PMO faced continuity challenges and undefined KPIs. Those gaps made it harder to assess performance and protect customer experience initiatives.

Continuity Pressure

  • Project continuity had become difficult to maintain
  • Customer experience work faced delivery risk
  • Project priorities needed clearer escalation paths

Limited Visibility

  • Undefined KPIs hampered performance measurement
  • Documentation gaps obscured project status
  • Leaders needed more consistent reporting

Team Capability

  • The PMO needed a shared approach to problem-solving
  • Risk recognition and escalation needed to happen earlier
  • New practices had to become part of daily PMO work

A PMO Overhaul Paired With Practical Learning

A BridgeView project management expert and Principal Consultant worked on the operating model, while an experienced BridgeView facilitator helped the team apply a common problem-solving framework.

Discover

Identified documentation gaps that limited visibility into project work.

Escalate

Added a dedicated phase for earlier identification and escalation of potential issues.

Prioritize

Reclassified important customer experience projects to prompt executive attention and course correction.

Standardize

Established consistent reporting and documentation, including a CRAID log.

Review

Increased scrutiny of vendor contracts and shifted remaining development work in-house.

Train

Delivered two days of 5W+H problem-solving practice using exercises and real-life scenarios.

From Project Signals to Better Decisions

The PMO changes gave teams a clearer way to see, discuss, and act on emerging delivery problems.

Find the GapsDiscovery surfaced missing documentation and areas where the PMO lacked a reliable view of project health.
Surface RiskAn early risk phase created a point to identify and escalate issues before they became harder to address.
RecalibrateReclassified customer experience projects and revised statuses brought targeted reviews and senior leadership involvement.
DocumentConsistent reporting and a CRAID log gave project discussions a more accountable record.
Build CapabilityTraining covered 5W+H, growth mindset, cognitive biases, and ways to embed problem-solving in PMO culture.

Stronger PMO Practices and a More Capable Team

The engagement strengthened project oversight, vendor accountability, delivery control, and the PMO team's ability to work through emerging problems.

Project Oversight

  • Earlier risk identification and clearer escalation
  • Targeted executive reviews for reclassified customer experience projects
  • More consistent reporting and project documentation
  • Faster vendor accountability and issue resolution after review of the Legacy Oracle CRM Replacement contract

Control and Team Capability

  • Greater control and adaptability through in-house development
  • A shared 5W+H framework for analyzing problems
  • Practical exercises that addressed cognitive bias and growth mindset
  • A more collaborative PMO team equipped for future challenges

Why the Model Worked

Process Changes Were Reinforced by Team Practice

BridgeView addressed the PMO's operating problems and the team's problem-solving skills together. Clearer risk escalation, project status, reporting, and vendor oversight gave the team useful signals. The training helped people examine those signals and apply the new practices in their own work.

Strengthen PMO Delivery

Does Your PMO Need Clearer Project Visibility and Team Capability?

Tell us where projects are losing momentum. BridgeView can help connect governance, delivery practices, and practical team development to the work at hand.

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