Project Charter Template

Project Name:
Business Problem

Project Team / Stakeholders

Project Goals

Project Scope

Success Metrics

Milestones / Deliverables

Assumptions & Prerequisites

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Project Charter Example

Project Name: Customer Service Process Improvement
Business Problem

Customers are unhappy due to long response times and

frequent unresolved inquiries.
Project Goals
Goal is to significantly improve customer satisfaction survey results by
end of year. Specific Objectives include:

Reduction of repeat incidents by 80%

Decrease incident resolution time by 30%

Project Team / Stakeholders

Senior Business Sponsor(s): Jane Doe
Steering Group: Peter Smith
Project manager: Joe Doe
Core team: Bessie Antonette, Laurie Margo, Betty Bakus, Rudi
Krzysztof
SMEs: Jasmyn Durand, Melba Martell, Vivyan Akerman

Project Scope
In Scope: Technical Support North America
Out-of-Scope: Technical Support EMEA and APAC

Success Metrics

Milestones / Deliverables

Assumptions & Prerequisites

Project team has been confirmed
Project team agreed with tentative milestone timeline
Business case will be completed this week and approved
by project sponsor next week to kick-off project

Document Process
Measure Baseline Metrics
Analyse issue root causes
Develop recommendations
Implement recommendations

Jan 2015
Feb 2015
Mar 2015
Apr 2015
May 2015

# of repeat incidents
Incident resolution time
Customer satisfaction score

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