Integration Management + o y « 136 Project Charter Project Tite and Description (Whats the project?) Customer Satisfaction Fix-It Project Over the last few months, the quality assurance department has discovered that it takes many customers four times longer to place orders for XYZ equipment using our online ordering system than ie takes to place similar orders through our competitors’ systems. The purpose of this project is to investigate the seasons for the problem and propose a solution. Development and implementation of the solution will be authorized asa subsequent project (Customer Satisfaction Fix-It Project 11). ‘The quality control department has detailed records of their findings, which will contribute to the analy- ‘sis work on this project, Project Manager Assigned and Authority Level (Who is gien authority to lead the project, and can they determine, manage, and approve changes to budget, schedule, and team assignments?) Victor Rojes will be the project manager for this project and will have the authority to select team mem- ‘bers and determine the final project budget and schedule. Business Case (Why isthe project being done? On what financial or other bats can we justify doing this Project? Describe the project punpoce and justification.) Because it takes many customers four times longer to place otders for XYZ. equipment using our online cotdering system than it takes to place similar orders through our competitors” systems, cur company is losing potential revenue. The company has also experienced a measured decrease in customer satisfac- ton asa result ofthe problems with the online ordering system. This project i the fist of two projects designed to prevent 2 further erosion of customer satisfaction. We expect that improved custome sati- {action will increase revenue to the company in the frst year by a least $200,000 due to a decrease ia service calls andincomplete orders. Asa side benefit, we hope the project will generate ideas on improv- ing customer satisfaction while determining how to address the problem with our online orderingsystem. Resources Preassigned (row many or which resources wil be provided?) ‘Two IT analysts have been assigned and dedicated to the project because oftheir expertise in com- puter systems of this type Other resources will be determined by the project manager during planning, Koy Stakeholder List (Who will afect or be afcted by the project [inftence the project], as known todate?) Key stakeholders include Vihsan Gupta representing Quality Control, Benjamin Lang in Customer Service, and Shisley Price in Marketing, These stakcholders willbe available as needed. ‘Stakeholder Requirements as Known (Requirements related te both project and product scope) Aitached to this document are the detailed specifications forthe existing system along withthe require- ‘ments the existing system was designed to meet Tris expected that this project will not change the exist- lng system, but rather make a recommendation for improving it “The project inclades utilizing the data available fom Quality Control, High Level Product Dascription’Key Deliverables (What are the key product deliverables that are wanted, and what wil be the end result ofthe project?) Interim deliverables will inelude: + Detailed customer ordering process low ‘+ Analysis of the time it takes to complete each step of he ordering process ‘+ Recommended change 4 Estimated time and cost of the proposed change + wes © List of isks ‘The final deliverable will be a report that outlines what can be changed, how much it will cost, the ‘expected decrease inthe time it will take to place an order, and what work will need ta be dane to imple- ‘ment the solution. (© 2018 AMC Publications Ing » 960 846.4484 « inlo@rmcs.com * wirwsmecs comro UR Integration Management High-Level Assumptions (What is believed to be true or reliable inthe situation? What do we belive tobe the case bu da not have proaf or data for? See details in the assumption lo.) ‘¢ ‘The existing requirements forthe current system (side from those relating to the speed of order entry) are sufficient and correct for aa online ardering system that is four times faster than the current syitem, «The current nctwork will be able to support the progrim changes, «© Nonewhardware will be required. ‘© “The current subject matter experts and developers have the expertise to evaluate the problem and ecommend a solution that will achieve the objectives. ‘© Intemalresourceswillhave the time to werkontheprojectinaddition otheircurtentresponsibilities High-Level Constraints. (What factors may limit our ability te deiver? What boursdares or parameters sul he project have to function within?) # WBS must be complete in two weeks. Risk register is due inthree weeks. The scope is limited to identifying a solution that will recuce the time it takes to complete am online order, Measurable Project Objectives (tiow does the projet te into the organization’ strategie gole? What project objectives support those goals? The objectives must be measevable and will depend on the defined privity othe project constrains) ‘Tho objective ofthis project ie to develop a solution that will improve custome satisfaction rates for cline orders to 95 percent by reducing the time customers spend placing orders to 25 percent of the ‘current time. Scope and castomer satisfaction are the top priorities on this project, closely followed by schedule snd then cost. ‘© Summary milestone schedule: Due no later than September 1, 20X # Preapproved financial resources: $50,000 Project Approval Requirements. (hac sams need to be approved for the projec and who will have signoff authority? What designates success?) “Approvals for this project inchude: * The sponsors wll approve the WBS before planning efforts cantinue. The sponsors will approve the ist of risks before planning eforts continue, the sponsors will give final project approval. Overall Project Risks (vera potential treats and opportunities for the project) © Because this project nalyzes customer satisfction, the project may help generate ideas toimprove ‘customer satisfaction, resulting in higher levels of customer retention. ‘© Because we are using internal resources to analyze and propose a solution, itis possible that they may not be aware of ell possible solutions, and the proposed sohution may he inaclequate to address the problem successfully. * Because this problem is greatly troubling to our customers, project delay could result in lost cstomers, further jeopardizing the hkelihad of meeting this year's sales goals. ‘Because assessment of this system is dificult, implementation of the proposed solution to change the system could impact other business functions. Project Ext Criteria. (What needs must e met o that the project manager will beable fo close or terminate the projector phase?) final report willinciude a description of he solution, how much the solution will cost and the expected Aecrease in the time it takes to place an ordor expected to result from implementing the solution. The findings contained in the report must be agreed to by the representatives of Quality Contra}, Castomer Service, and Marketing, in addition tothe project team. Project Sponsors Authorizing This Project ‘Alerandea Guyot, Executive Vice President Christopher Davis, Vie President Me 137 ©2018 AMC Publications, Ine” * 952.846.4484 « informas.com « wwe. com