I ntegration Management

Project Chafter

PfOjeCt Title and DeSCfiptiOn (\\'hot is the project?) Customer Satisfaction Fix-It Project
Over the last f'eu' months, the quality assurance department has discovered many of our customers'
orders for our XYZ equrpment have taken the customer four times longer to place through our
online ordering svstem than through our competitors' systems. The purpose of this project is to
investigate the [Link] lbr the problem and propose a solution. The solution will be authorlzed as a
subsequent project. The qualitv control department has detailed records oftheir findings that can
be used to speed up this proiect.

Project Manager Assigned and Authority Level (who is given authority to lead the proiect, and
can he/she determhte. ntiutdge , and approve changes to budget, schedule, stffing, etc.?)
fan Navratil shal1 be the protect manager for this project and have authority to select team members
and determine the [Link] project br"rdget.

BUS|ngSS CaSe 11tl,., ts tlte project being done? On what financial or other basis can we justify doing
this project? De,rcri l.; tit; [Link] purpose and justification.)
This project is beins conlplslgi in order to prevent a further breakdown ofcustomer satistaction.
We expect that improved customer satisfaction will increase revenue to the company in the first
year by at least S100.000 due to a decrease in service calls. As a side benefit, we hope the project
will generate ideas on rrnpror-lng customer satisfaction while fixing this problem.

ReSOurCeS PreaSsigned (Hoh, many or which resources will be provided?)

StakghOlder$ i11-Lo t'[Link][inJTuencetheproject],asknowntorlate?)

Stakeholder Requirements as Known (Requirements related to both proiect and product scope)
Attached to this docume nl are the detailed specifications for the existing system, the requiremer-rts
the existing svstem rtars desrsned to rneet. It is expected that this project will not change how the
system affects the elsting requirenrents, aside from those relating to the speed oforder entry.

The project must include utilizing the data available from Quality Control.

PfOduct DesCriptiOn/DeliverableS (\\'hat speciJic product deliverables are wanted, and what will
be the end result oJ the [Link]?)
1. A report that outlines rr hat can be changed, how much each change will cost, and the
expected decrease in the tirle it takes to place an order resulting from each change. Few
rvords are necessarv in the report, br,rt it must be created electronically and be agreed to by
the [Link] of Qualitv Control, Customer Service, and Marketing, in addition to the
project team.
2. A iist of the [Link] rvith our customers necessary to complete the changes.
3. A tvork breakdol'n structure, due r,vithin t-"vo weeks, that outlines what will be involved in the
project, follor,[Link] one u,eek later by a list of risks in completing the project.

O 20] 3 BMC Publications, lnc r 952,846.4484 . info@[Link] . www,rmcproject,com 111

..,SSUmpti0nS (\\-hatisbelievedtobetrueorreliableinthesituation?Whatdowebelievetobethe
-.,,,. :,;,i do rrot httve prooJ or datafor?)
. The existing requirements for the current system (aside from those relating to the speed of
order entry) are su{trcient and correct for an online ordering system that is four times faster
than the current system.
. The current network will be able to support the program changes.
. No neu, hardr,vare is required.
r The current subject matter experts and developers have the expertise to evaluate the problem
and recommend a solution that u'iIl achieve the objectives.
r Internal resources will have the time to work on the project in addition to their current
responsibilities.

COnStfaintS (What factors may limit our ability to deliver? What boundories or parameters will the
project have to function within?)
o WBS must be complete i.n two weeks.
r Risk register is due in three weeks.
o The scope is only to improve the time to complete an online order.
MeaSUfable PfOjeCt 0bjeCtiveS (How does the project tie into the organization\ strategic goals?
What project objectives support those goals? The objectives need to be measurable and will depend on
the defined priority of the project constraints.)
The objective of this project is to improve customer satisfaction rates for online orders to 95 percent
by reducing the time customers spend placing orders to 25 percent of the current time. Scope and
customer satisfaction are the top priorities on this project, closely followed by schedule and then cost.

r Summary milestone schedule Due no later than September 1, 20XX

Project Approval Requiremen ls (wttat items need to be approved for the project, and who will
have sign-off? What designateq success?)
Approvals for this project include:
o The sponsors will approve the WBS before planning efiorts continue'
r The sponsors will approve the list of risks before planning efiorts continue.
o Final project approval will be provided by the sponsors.

High-Level PfOjeCt RiSkS (poter tial threats and opportunities for the project)
o Because this project analyzes customer satisfaction, the project may help generate ideas to
improve customer satisfaction, resulting in higher levels of customer retention.
r Because we have little experience in this area, implementing an inadequate solution could cause
more frustration and more time delays for customers, resulting in additional lost business.
r Because this problem is greatly troubling to our customers, project delay could result in lost
customers, jeopardizing the likelihood of meeting this year's sales goals.
o Because assessment of this system is difficult, changes to the system could affect the
requirements the system waf designed to meet, resulting in impacts to other business functions.

Project Sponsors Authorizing This Project:

Connor Mulcahy, Executive Vice President Kerry Mulcahy, Vice President

12 O 201 3 RMC Publications, lnc . 952.846 .4484 . into@rncproject,com . www [Link]

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