Project Name: Zoom

Task-1: Create Project Charter

Problem Statement
Zoom has given the project managers these details for expansion:

Zoom wants to offer several resources to train their users. They want to proactively send out several of these resources to help various categories
of users familiarize themselves with Zoom.

These resources include:

• Training and tutorial webinars

• Video tutorials
• Live daily demos
• Conducting training sessions on how to use Zoom on various platforms
• Upcoming webinars

Zoom needs to take various steps to minimize customer support waiting times when the users reach out to Zoom with their doubts, problems, or
questions. They wanted to listen to their users to help them evolve their approach.

Project task: Week 1 (The task is based on the concepts taught in PMP)

1. Create a Project Charter for this project. It should contain the following:
• Rationale or reason for the project
• Main objectives of the project
• List of main stakeholders that are involved
o Create a RACI matrix (template given below)
• Constraints of the project
• Risks identified
• Benefits of the project
• General overview of the budget allocated for the project
• Project milestones

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By Tanushi Karanwal (July ’21 Cohort)
 Project Name: Zoom
Task-1: Create Project Charter

PROJECT CHARTER

ZOOM CONTENT DEVELOPMENT & TRAINING PROJECT

This Charter formally authorizes the ZOOM CONTENT DEVELOPMENT & TRAINING PROJECT to develop and deliver support content online to help users and
customers resolve their queries faster and easier, eventually minimizing the customer support waiting times when the users reach out to Zoom for their queries,
doubts, or questions. A project plan will be developed and submitted to the Project Sponsor for approval. The project plan will include: 1) Scope Statement; 2)
Schedule; 3) Budget; 4) Resources, 5) Identified Risk, 6) Project Benefits, 7) Stakeholder Management, 8) Project Milestones and Schedule. All resources will be
assigned by the Project Sponsor, Liz Martinez, Human Resources Manager.

Rationale –

Due to the COVID-19 pandemic, there has been an exponential surge in users using Zoom for unanticipated use cases. There were some issues that Zoom is
facing due to the increase in demand that need to be solved since there are people across globe using a Video-Conferencing app for the first time. The company
could not have predicted that, in a matter of day and weeks, every person across the globe would suddenly be learning, working, studying, socializing, and
operating their businesses from home. These were challenges that could not have been anticipated when the platform was conceived.

Objective –

Zoom wants to minimize customer support waiting times when the users reach out to Zoom with their doubts, problems, or questions. They wanted to listen to
their users to help them evolve their approach. With the help of training content and resources made available online to users on regular basis to help them
understand the usage of Zoom properly.

Scope of Work –

The scope of the project lies from developing the content for the delivery in various formats constituting as Video tutorials, Presentations for Webinars and live
demos and Guides on HOW-TO-USE User Guides for Zoom in PDF formats to regularly send out the resources to delivering the development content via online
training session and tutorial uploads on different platforms like Zoom.com (Website), Zoom Communications (YouTube) and other relevant social channels.

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By Tanushi Karanwal (July ’21 Cohort)
 Project Name: Zoom
Task-1: Create Project Charter

Deliverables of this Project are as follows –

• Content Development
o 20+ Video Tutorials
o Presentations and User Guides for Tutorial Webinars and Daily Live Sessions
• Content Delivery
o Bi-Weekly Training Sessions (2 Hours per Session)
o Live daily demos (1 hour per day)
• Reporting
o Monthly Impact analysis report (Feedback of usefulness from the users)
o Quarterly Report

Project Milestone & Schedule

The project plan will be submitted and approved in accordance with the milestone schedule below. Upon approval of the project plan, resources will be assigned
to the project and work will commence within 5 business days. The Project Sponsor must approve any schedule changes which may impact milestones. A
detailed schedule will be included in the project plan. The high-level milestone schedule is:

Project Initiation 4th April ‘22

Content Development Initiation 20th April ‘22
Training Content (PPTs & PDFs) to be Ready by 15th May ‘22
Bi-Weekly Training sessions to commence 4th June ‘22
20 Video Tutorials to be ready by 10th July ‘22
Video tutorials to be uploaded before 31st July ‘22
Begin Live Daily Sessions begin 1st May ‘22
Project Implementation and Impact Analysis Report to be completed/ submitted by 15th January ‘23
Learnings/ Countermeasures to be documented and submitted by 20th February ‘23
Project Closure 10st March ‘23

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By Tanushi Karanwal (July ’21 Cohort)
 Project Name: Zoom
Task-1: Create Project Charter

Project Budget –

The budget for the ZOOM CONTENT DEVELOPMENT & TRAINING PROJECT is Rs. 42,00,000. It is to be funded through the FY22 Human Resources Technology
Budget.

List of Identified Risks –

• Budget: Over-priced Training experts can cause a fluctuation in budget allocated. Hence it is suggested to have a discussion with the sponsor for the same
and update is required if extremely necessary.
• Human Resource: Sudden change of employee from content development team can delay the process indefinitely/ until a new resource is allocated.
• Employee Experience: Experienced Video designer would be required to support the development of content videos because a change can cause difference
in creation of style and take more time for a new allocated resource to adapt. Hence, it is advised to either have a Video Designer on Contract basis and
with most consideration or ensure the existing FTE do not leave his/her position for the project.
• Product Quality: Since this is a one-time project, It is suggested to have quality in the content created as per the guidelines and standards of ZOOM
COMMUNICATIONS, so that it is not required to redo the changes when not required.
• Maintenance: Since the content will be based on ZOOM Feature and HOW-TO-USE Guides, it is important to keep a log of editions captured and reflected
as updated versions of features. The content team is advised to be aware of the changes in the technology of ZOOM Communications regularly and maintain
a log for the same.

Benefits of the Project –

• Creating awareness for users on HOW-TO-USE Zoom

• Online repository for solving technological minor issues
• Live interaction with users to listen to them better
• Minimized customer support waiting time
• Help users familiarize with the application

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By Tanushi Karanwal (July ’21 Cohort)
 Project Name: Zoom
Task-1: Create Project Charter

Constraints of the Project –

1. Since this is a Yearlong project, the outcomes of the project will determine if the same methodology will be utilized for the successive year(s). Hence
Timelines are the key factors of defining the direction for this project Progress.
2. The Project Manager and the Team for this project will require highly skilled personnel(s) to ensure the quality of the deliverables as the outcomes will be
in public eye.
3. The budget for this project is carefully devised for proper functionality and quality outcome in the best of ability. It is suggested to use the same wisely and
within proper consideration and notice of Project Sponsors, as allocation of more funds would be difficult and futile.

List of Stakeholders involved in this Project –

John Gracie Sheila George Hannah Ron Tisha

Task Project Associate Project Content Development Video Production Training Digital Media Business
Manager Manager Manager Manager Manager Manager Analyst

Project Progress Reporting I R A A A

Impact Assessment and Analysis I R A

Content Development I A

Video Production and ensuring

I R A C
Quality content produced
Uploading Content on different
I A A C
platforms
Achieving Deliverables and
R A I I I I I
outcomes

Learnings Document R A C C C C A

Training Schedule and ensuring

I I C I R, A I
Quality Training

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By Tanushi Karanwal (July ’21 Cohort)
 Project Name: Zoom
Task-1: Create Project Charter

Engaging Users via Digital

C I I I R, A
Media
Collating Feedback & ensuring
I C C R, A
proper data collection
Search, Negotiate and finalize
I R C A
Training Experts within Budget

Project Closure R A I I I I I

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By Tanushi Karanwal (July ’21 Cohort)
 Project Name: Zoom
Task-1: Create Project Charter

SPONSOR ACCEPTANCE

Approved by the Project Sponsor:

_______________________________________________________ Date: _________________________

Liz Martinez
HUMAN RESOURCES MANAGER

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By Tanushi Karanwal (July ’21 Cohort)