236 Index certifications, project manage- ment, 8­9 change embedding, 104 visioning the, 100­101 change controls (statement of work), 61 chaos model, 139 closing, 122­123 collegial model (of organizational behavior), 95 comfort zone, stepping out of your, 5, 96­97 communication(s), 233 and deliverable structures, 179 as subject matter, 127­128 of vision, 101­102 conceptualization, 100­101 conflict, 233­234 constraints, project, 115 current state, comparing desired future state with, 151­163 custodial model (of organizational behavior), 95 customer need, real, see real cus- tomer need, articulating customers, as stakeholders, 117 customer teams, 7 deadlines, and backward schedul- ing, 34 decision making, 90­91, 120 deliverables, 41, 42, 44­45 and acceptance criteria, 118 and accountability/acceptance, 177­179 activities vs., 175­177 and activity definition, 48 definition of, 118 in statement of work, 60­61