Business Project Management
GEB3422CBE Section 01CBE Business Project Management (11 Weeks) - CBE Online Course - 2024 Winter Quarter
Deliverable 7 - JBH Project Plan
Deliverable 7 - JBH Project Plan
Assignment Content
Competencies
Identify the role projects play in meeting the goals of an organization.
Explain the activities that occur when initiating a project.
Classify the components of project planning.
Evaluate project implementation techniques.
Evaluate project performance.
Distinguish project management methodologies and tools.
Student Success Criteria
View the grading rubric for this deliverable by selecting the “This item is graded with a rubric” link, which is located in the Details & Information pane.
Scenario
You are a Senior Project Manager for JBH Software Solutions and are about begin on a new project and training a new associate at the same time. The scope of the project is a total system upgrade for the customer service area. The project has a budget of $15 Million and has a duration of 24 months for completion. Since you are the Senior Project Manager, upper management is looking to you for guidance and best practices for the project management lifecycle at JBH.
Instructions
Create a project plan for JBH Software Solutions that includes required documentation such as business case, risk mitigation plan, communication plan, scope statement, scorecard, and project timelines. Include details about methodologies and tools used to manage the project. Review the deliverables from prior modules as a guide to complete this assignment.
Resources
For more information that may help you with this assignment, see Rasmussen’s Project Plan FAQ
Business Writing
Grammar Checking - How do I create a Grammarly account?
Submission
Sample Solution
JBH Software Solutions Project Plan
Project: Customer Service System Upgrade
1. Business Case
- Problem Statement: JBH Software Solutions' current customer service system is outdated and inefficient, leading to slow response times, frustrated customers, and difficulty managing service requests.
- Solution: Implement a complete system upgrade for the customer service area, including a new CRM (Customer Relationship Management) system, ticketing system, and knowledge base.
- Benefits: Improved customer satisfaction, increased efficiency, reduced operational costs, and better data management.
- Return on Investment (ROI): Project ROI will be calculated by comparing the cost of the upgrade to the projected increase in revenue and cost savings.
2. Risk Mitigation Plan
- Risk: Project delays due to unforeseen technical issues.
- Mitigation: Conduct thorough system testing before deployment, establish clear backup and recovery procedures, and maintain communication with vendors.
- Risk: Resistance to change from customer service staff.
- Mitigation: Provide comprehensive training on the new system, involve staff in the selection and planning process, and address concerns early on.
- Risk: Budgetary constraints exceeding the allocated $15 million.
- Mitigation: Develop a detailed project budget with contingency plans for cost overruns, and closely monitor expenses throughout the project.
Full Answer Section
3. Communication Plan
- Stakeholders: Project team, customer service staff, IT department, upper management, and potentially the client (if JBH is upgrading a system for another company).
- Communication Methods: Regular project meetings, status reports, training sessions, email updates, and a dedicated communication platform (e.g., project management software).
- Frequency: Weekly project meetings, bi-weekly status reports, training sessions held before and after deployment, and ongoing communication through email and the chosen platform.
4. Scope Statement
- The project will deliver a fully functional customer service system upgrade, including:
- A new CRM system for managing customer data and interactions.
- A ticketing system for tracking and resolving customer inquiries.
- A knowledge base for storing and providing easy access to customer support information.
- Training for customer service staff on the new system.
- Excluded from the scope: Network infrastructure upgrades, hardware replacements beyond the system itself, and customization beyond core functionalities.
5. Scorecard
The project scorecard will track key performance indicators (KPIs) such as:
- Project timelines: Staying on schedule for completion within 24 months.
- Budget: Maintaining expenses within the $15 million budget.
- User adoption: Percentage of customer service staff actively utilizing the new system.
- Customer satisfaction: Improvement in customer satisfaction metrics after system implementation (e.g., response time, resolution rate).
6. Project Timeline
The project will be divided into phases with key milestones:
- Phase 1: Initiation (1 Month): Project kickoff, requirements gathering, vendor selection, and risk assessment.
- Phase 2: Planning & Design (3 Months): Developing detailed project plan, system design, and user interface (UI) creation.
- Phase 3: Development & Testing (12 Months): System development, integration, user acceptance testing (UAT), and bug fixing.
- Phase 4: Implementation & Training (3 Months): System deployment, data migration, staff training, and go-live support.
- Phase 5: Monitoring & Maintenance (5 Months): Monitoring system performance, addressing any issues, and ongoing maintenance.
7. Project Management Methodology & Tools
A hybrid approach utilizing Waterfall and Agile methodologies will be implemented:
- Waterfall: Overall project structure, high-level planning, and initial system design will follow the Waterfall method for clarity and control.
- Agile: Development and testing phases will utilize an Agile approach with shorter sprints, iterative development, and continuous feedback loops for faster adaptation to changes.
Project Management Tools:
- Project management software (e.g., Asana, Trello) for task management, communication, and tracking deadlines.
- Collaboration tools (e.g., Slack, Microsoft Teams) for real-time communication and document sharing.
- Issue tracking software (e.g., Jira, Bugzilla) for managing and resolving bugs during development and testing.
Conclusion
This project plan provides a framework for the JBH customer service system upgrade. By following these guidelines, utilizing effective communication, and adapting to potential risks, JBH can achieve a successful system implementation that improves customer service efficiency and satisfaction.