ASSIGNMENT 1 FRONT SHEET

Qualification BTEC Level 4 HND Diploma in Business

Unit number and title Unit 6: Management of a Successful Business Project (5039)

Submission date 29/05/2023 Date received (1st submission)

Re-submission date Date received (2nd submission)

Student name Nguyễn Lê Trạng Nguyên Student ID GBD210645

Class GBD1009 Assessor name Phan Tran Phuong Trang

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Table of contents

1. Introduction .......................................................................................................................................................... 5
2. Analysis ................................................................................................................................................................. 5
2.1. Theoretical base of a project management plan .......................................................................................... 5
2.1.1. The Project life cycle (PLC) and its importance to the success of the project ...................................... 5
2.1.1.1. The Project life cycle (PLC) ............................................................................................................ 5
2.1.1.2. The importance of PLC .................................................................................................................. 7
2.1.2. The factors to be considered when compiling a project management plan ........................................ 7
2.1.3. A range of research methods, strategie and their strengths & weaknesses to PM ........................... 10
2.1.3.1. A range of research methods and their strengths & weaknesses to PM ................................... 10
2.1.3.2. Data collection ............................................................................................................................ 12
2.1.4. Evaluate the stage of PLC and the factors in a PMP ........................................................................... 13
2.1.5. Critical evaluate .................................................................................................................................. 15
2.1.5.1. The project-management process, PMP..................................................................................... 15
2.1.5.2. Research methods for gathering information and data collection ............................................ 18
2.2. Project Management Plan (PMP) ............................................................................................................... 19
2.2.1. Background and purpose of the project ............................................................................................. 19
2.2.2. Scope ................................................................................................................................................... 19
2.2.2.1. Scope description........................................................................................................................ 19
2.2.2.2. Deliverables................................................................................................................................. 20
2.2.2.3. Acceptance criteria ..................................................................................................................... 20
2.2.2.4. Project exclusions ....................................................................................................................... 21
2.2.3. Project timeline ................................................................................................................................... 21
2.2.3.1. Work Breakdown Structure (WBS) ............................................................................................. 21
2.2.3.2. Milestones of the project............................................................................................................ 21
2.2.3.3. Schedule of the project ............................................................................................................... 22
2.2.4. Project cost estimation ....................................................................................................................... 24
2.2.5. Project quality management and control ........................................................................................... 24
2.2.6. Project risk management .................................................................................................................... 25
2.2.7. Stakeholder communication ............................................................................................................... 28
2.2.8. Resources and research methods ....................................................................................................... 28

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3. Conclusion........................................................................................................................................................... 29
4. References .......................................................................................................................................................... 30
WEEKLY LOGBOOK (1)................................................................................................................................................. 32
WEEKLY LOGBOOK (2)................................................................................................................................................. 35

Table of figures

Figure 1: Five stages of PLC (Proprofs project, 2023) ................................................................................................... 6

Figure 2: Overview of the 10 knowledge areas of Project management plan (PMP) (SketchBubble, 2023) ............... 8
Figure 3: Sample Predictive Life Cycle (PMI, 2021) .................................................................................................... 16
Figure 4: Life Cycle with an Incremental Development Approach (PMI, 2021) ......................................................... 17
Figure 5: Life Cycle with Adaptive Development Approach (PMI, 2021).................................................................... 17
Figure 6: The project’s WBS ........................................................................................................................................ 21
Figure 7: Gantt Chart of the project ........................................................................................................................... 23
Figure 8: Critical path method technique ................................................................................................................... 23

Table of tables

Table 1: Milestones of the project ............................................................................................................... 22

Table 2: Schedule of the project .................................................................................................................. 22
Table 3: Project Cost Estimate ..................................................................................................................... 24
Table 4: Risk management of the project .................................................................................................... 28
Table 5: Stakeholder Communication Plan .................................................................................................. 28
Table 6: Contacts of the project team members ........................................................................................ 28

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 1. Introduction
A beachfront hotel called Canvas Hotel offers 126 exquisite rooms as well as luxurious spa services, top-
notch fine dining, a stunning infinity pool, a lively bar and nightclub, and a fitness center. The hotel
provides visitors with all the charisma of a modern hotel, the deeply unique appeal of a beach hotel, and
the seamless conveniences, amenities, and sophisticated elegance of 5-star lodging (Canvas Hotel, 2023).
A dedicated and experienced team in the hospitality and tourist industries came up with the idea for and
constructed the Canvas Hotel. For those who desire to share a special experience of rest and
togetherness, the presidential suite is a warm haven of renewal and relaxation (Canvas Hotel, 2023).

The recent global COVID-19 pandemic has had a significant impact on business. As a result, social
contacts decline, and supply and demand are strained. Businesses are struggling to recover. As a result,
Canvas Hotel places a high priority on client pleasure. The organization focuses on service quality and
customer experience.

This report explores the components of a project management plan (PMP) and focuses on describing and
evaluating the stages of the project life cycle (PLC) and their importance to a project's success. The
project's scope, milestones, timeline, quality, risk, communication, resources, and research technique,
including a strategy for gathering primary or secondary data, are all covered in the study's
comprehensive project management plan (PMP). It also discusses why the study methodology and PMP
tactics were chosen, as well as how to keep weekly logbooks and use them in the management plan.

2. Analysis
2.1. Theoretical base of a project management plan
2.1.1. The Project life cycle (PLC) and its importance to the success of the project

2.1.1.1. The Project life cycle (PLC)

The development stages from the start to the end of a project are known as the project life cycle (PMI,
2018). It assists the business in creating a plan to get the job done. At the same time, it helps to make
decisions like when to allocate resources to the project, how to evaluate the progress of the project, and
other issues. There are 5 stages of PLC: Initiating, Planning, Executing, Monitoring and Controlling, and
Closing.

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 Figure 1: Five stages of PLC (Proprofs project, 2023)

Initiating: According to PMI (2021), the first phase of the project life cycle begins with Initiating. It
systematically gathers all available information together to determine the scope, cost, and resources of
the project. The goal of the initiation phase is to give a rough summary of a project and understand what
the project needs to do and achieve to be successful. In addition, this phase must identify the project
stakeholders and ensure that they all share the same perception of the project and the business case
and problem the project is trying to solve.

Planning: PMI (2021) defines planning as the stage of defining all the work that needs to be done and
creating a roadmap that the business must follow for the project. This is where companies figure out
how to execute projects and answer the following questions: What do businesses need to do to achieve
the project's goals? How will businesses do that? Who will involve?

According to PMI (2021), the planning phase leads to a project plan outlining activities, tasks,
dependencies, timeframes, and costs. In addition, care should be taken when developing a plan for
resources, quality, risks, acceptance criteria, communication, and procurement. Once the business has
been planned, they have laid the foundation for the rest of the project management phases.

Executing: At this point, firms will start doing the anticipated work and fulfilling the project's needs. This
stage demonstrates management for interacting with stakeholders, effectively allocating resources, and
integrating and putting into practice the project's planned activities (PMI, 2021).

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Monitoring and Controlling: This is one of the most difficult areas in the project management cycle. It
deals with performance reporting and project monitoring and control. That means making sure the
project is going according to plan and if not, keeping it under control by coming up with solutions to get
it back on track. PMI (2021) stated that monitoring is the process of collecting information about project
performance, generating performance metrics, and communicating performance data. Comparing actual
performance with planned performance, analyzing discrepancies, identifying trends to impact process
improvement, weighing potential solutions, and recommending necessary corrective action as needed
are all part of control (PMI, 2021).

Closing: At this point, the business will evaluate and analyze the performance of the project. In addition,
it discusses the strengths and weaknesses of the project and the team, what happened or did not go
well, and how to improve the future (PMI, 2021).

2.1.1.2. The importance of PLC

PLC is significant because it aids the project manager in facilitating and leading. Project managers have a
road map through projects thanks to the project life cycle. At each step of the project, it outlines where
to begin and where to proceed next. Businesses will have a dependable framework to fall back on when
needed. They help companies decide whether to allocate resources to a project, how to assess project
development, and other matters (Pinto, 2019).

2.1.2. The factors to be considered when compiling a project management plan

A Project Management Plan (PMP) is created by defining, organizing, and coordinating all of the plan's
elements and combining them into a single, comprehensive project management plan. Pinto (2019)
states that although there are 10 knowledge areas, this study will focus on six of them: Scope, Schedule
and Timing, Cost, Quality, Risk, and Stakeholder Communication.

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 Figure 2: Overview of the 10 knowledge areas of Project management plan (PMP) (SketchBubble, 2023)

Project Scope Management is one of the most important areas of project management knowledge. It
includes project scope management, which refers to the work that needs to be done on a project.
According to Pinto (2019), the detailed project scope statement, either directly or by reference to other
documents, including Scope description, Deliverables, Acceptance criteria, and Project exclusions.
Another part of this area is the work breakdown structure (WBS), which is a graphical analysis of the
project's work (Pinto, 2019).

Project Schedule and Timing Management involves estimating project durations, creating project
schedules, and monitoring project team progress to ensure projects are completed on time (PMI, 2021).
To do so, the first thing to do is define the tasks that will be included in the project schedule. Those
project tasks are then put in order reasonable and any dependencies between them are noted. These

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dependencies are then defined as finish-to-start (FS), finish-to-finish (FF), start-to-start (SS), or start-to-
finish (SF)(PMI, 2021). This is mainly for larger projects. With the tasks now in order, the project
resources required for each task must be estimated and assigned. The duration of each task is also
determined at this point. All this leads to a schedule.

Project Cost Management includes the processes involved in estimating costs, determining the budget,
and controlling costs (PMI, 2018). According to PMI (2021), it will outline methods for setting budgets,
including how and if the budget will change and what processes will be used to control the budget. Each
project task will have to be cost-estimated, which means including all resources such as labor, materials,
equipment, and anything else needed to complete the task.

Project Quality Management includes the methods for combining the organization's quality policy for
the planning, managing, and regulating of the project and product quality requirements to achieve the
goals of stakeholders (PMI, 2021). These processes are part of the organization’s quality policy.

Project Risk Management includes the activities of undertaking risk management planning,
identification, analysis, reaction planning, response implementation, and risk monitoring on a project
(PMI, 2021). To maximize the odds of a project's success, project risk management aims to raise the
probability or impact of positive risks and lower the probability or impact of negative risks (PMI, 2021).
Project risk management can flag impending problems and equip you with the means to address and
overcome them, rather than create major complications.

Project Stakeholder Communication Management - all stakeholders are informed of the project's status
and have timely access to the information they require thanks to project communication management
(PMI, 2021). Setting up channels for communication, interacting successfully with team members and
other stakeholders, and handling stakeholder disagreements are all included in this (PMI, 2021).

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 2.1.3. A range of research methods, strategie and their strengths & weaknesses to PM
There are three methods to do research: qualitative, quantitative, and hybrid techniques. Surveys and
research interviews are the two primary methods utilized for data collection.

2.1.3.1. A range of research methods and their strengths & weaknesses to PM

According to Saunders et al. (2012), quantitative research is a method of systematic empirical
investigation of observable phenomena through statistical data. Method of collecting information and
data in the form of arithmetic and statistical data to obtain basic and general information about the
research object for statistical and analytical purposes. Information and data are usually collected through
surveys using a large-scale questionnaire and are often applied in the case of a large sample. This
method is often applied to things and phenomena that can be expressed or converted into numbers.
Quantitative methods play an important role in project management. According to PMI (2018), the
quantitative method contributes to the risk analysis of the target in the project. It uses numbers to
analyze and measure the degree of risk that affects the goals and progress of the project. Therefore,
businesses or researchers can plan to respond to risks using quantitative data. Furthermore, data
computing equipment makes it possible to process and analyze data quickly, even with large sample
sizes. There are some of the strengths of the quantitative method. According to Hulme (2007),
quantitative research aims to be objective and unbiased by measuring measurable data and statistical
analysis. Results from sample surveys can be generalized to the entire population, aggregated, compared
across demographic groups, and broken down by socioeconomic type to allow comparisons.
Quantitative research emphasizes precise measurement and numerical data, which enhances the
accuracy of the findings. Researchers use standardized tools and methods to collect data, minimizing
subjective interpretations and increasing the reliability of results. While quantitative research has
numerous strengths, it is essential to acknowledge its weaknesses. Choy (2014) states that quantitative
research typically focuses on numerical data and statistical analysis, which can limit the depth of
understanding of complex phenomena. This limitation makes it challenging to explore the "how" and
"why" behind the observed patterns or relationships.

The qualitative method is a systematic and subjective approach to understanding and interpreting social
phenomena (Saunders, et al., 2012). Unlike quantitative research, which focuses on numerical data and

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statistical analysis, qualitative research aims to gather rich, detailed, and in-depth information about
individuals' experiences, behaviors, beliefs, and perspectives (Saunders, et al., 2012). It seeks to explore
the meanings, interpretations, and social constructions that shape people's lives and interactions.
Qualitative methods play an important role in project management. This method is utilized for risk
analysis as the quantitative method. According to PMI (2018), a qualitative risk analysis is a process for
assessing each project risk according to its chance of happening, its possible repercussions, and other
considerations. The fundamental benefit of this approach is that it concentrates attention on high-
priority threats. This process is followed throughout the whole project. There are some of the key
strengths of the qualitative method. Hulme (2007) states that qualitative methods generate rich and
detailed data that capture the complexity and depth of human experiences, behaviors, and social
interactions. Techniques such as interviews, observations, and open-ended surveys allow researchers to
gather in-depth and nuanced information. Qualitative methods are well-suited for exploring complex or
sensitive topics that cannot be easily measured or quantified. But this method also has certain
weaknesses that researchers should be aware of. Researchers' personal beliefs, perspectives, and
preconceptions can inadvertently shape the data collection, analysis, and interpretation, potentially
affecting the objectivity and validity of the findings. Qualitative research can be time-consuming and
resource-intensive. It involves lengthy data collection processes, such as conducting interviews,
transcribing data, and analyzing rich qualitative data.

Saunders et al. (2012) state that mixed methods research combines elements of qualitative and
quantitative research to address your research question. Mixed techniques can provide you with a more
complete picture than a single qualitative or quantitative research since they include the benefits of both
disciplines. Never forget that using mixed methods includes more than simply gathering both forms of
data; the researcher must also carefully consider how the two will relate to one another and how will
combine them to get reliable results (Saunders et al., 2012). Because it may be extremely challenging to
implement and entail the same danger of bias in the study, mixed techniques are less common than
single or qualitative research (Saunders et al., 2012).

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 2.1.3.2. Data collection
Professionals may utilize a variety of research methodologies to carry out their study. The two primary
approaches discussed in this research are "survey" and "interview".

Survey: According to Saunders et al. (2012), it is a popular and common approach in business and
management research and is frequently used to address "what," "who," "where," "how much," and
"how many" questions. As a result, descriptive and exploratory research usually uses it. Surveys typically
consist of a series of questions that are designed to elicit specific responses. These questions can be
closed-ended (For example multiple-choice questions) or open-ended (For example free-text response
questions). Closed-ended questions provide respondents with predefined response options, while open-
ended questions allow respondents to provide more detailed and open-ended responses. Surveys play
an important role in data collection. Díaz et al. (2010) state that surveys generate quantitative data that
can be analyzed statistically. This allows researchers to identify patterns, trends, correlations, and
associations within the collected data. Statistical analysis of survey data provides a basis for making
evidence-based decisions and drawing conclusions. Surveys offer several strengths that make them a
valuable research method. The strength of survey research is cost-effectiveness, generalizability,
reliability, and versatility (DeCarlo, 2018). According to DeCarlo (2018), surveys can efficiently collect
data from a large number of respondents within a relatively short period. Compared to other methods,
surveys can be more time and cost-effective when studying large populations, making them suitable for
large-scale research projects. Surveys can be conducted using various modes, including online surveys,
paper-based questionnaires, etc. This flexibility allows researchers to adapt the survey method to the
target population, research objectives, and available resources (DeCarlo, 2018). With predetermined
response options, surveys reduce the potential for interviewer bias or subjectivity in data collection
(DeCarlo, 2018). This enhances the objectivity and reliability of the data. While quantitative research has
numerous strengths, it is essential to acknowledge its weaknesses. According to DeCarlo (2018),
surveys often focus on obtaining concise and standardized responses, which can result in a limited depth
of understanding. They may not capture the richness, complexity, and context of participants'
experiences, opinions, or behaviors. Surveys typically have structured and standardized questionnaires,
which limit the ability to probe further or ask follow-up questions to gain deeper insights. This restricts
the researcher's ability to explore unexpected findings or seek clarification on respondents' responses.

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Interview: According to Saunders et al. (2012), a research interview is a concentrated conversation
between two or more persons that requires the interviewer to establish rapport, ask direct, concise
questions that the interviewee is eager to answer, and pay careful attention to what the interviewee is
saying. It basically requires asking meaningful questions and paying great attention to the responses in
order to be able to further analyze the answers. Interviews can be conducted in various formats,
including face-to-face interactions, phone calls, video conferences, etc. Interviews play an important
role in data collection. According to Saunders et al. (2012), interviews may be used to gather precise and
reliable data that is relevant to the study question and goals. Interviews may also be used to help people
develop their ideas when they do not yet have a study subject or set of objectives. Interviews offer
several strengths that make them a valuable research method. DeCarlo (2018) states that interviews
allow researchers to gather rich and detailed data, providing a deeper understanding of participants'
experiences, perspectives, and motivations. By engaging in a conversation, researchers can explore
complex topics, probe for specific information, and capture nuanced responses that may not be possible
with other methods. Moreover, interviews offer flexibility in tailoring the questioning process to the
participants' responses (DeCarlo, 2018). Researchers can ask follow-up questions, seek clarification, or
explore new avenues based on participant input. This adaptability allows for more dynamic and
responsive data collection. But this method also has certain weaknesses that researchers should be
aware of. Participants' ability to recall and accurately report past events, experiences, or opinions can be
limited (DeCarlo, 2018). Memory decay or distortions can affect the accuracy and reliability of the data
collected through interviews, particularly when relying on participants' recollections of past events.
Conducting interviews can be time-consuming and resource-intensive (DeCarlo, 2018). It requires
recruiting and scheduling participants, conducting the interviews, transcribing or analyzing the data, and
managing logistical aspects.

2.1.4. Evaluate the stage of PLC and the factors in a PMP

Each stage in the PMP will be influenced by different factors (PMI, 2021). It is expressed as follows:

Initiating: PMP (2021) states that giving a general overview of a project and determining what it must
accomplish are the main goals of this phase. In addition, this phase must identify the project
stakeholders and ensure that they all share a common understanding of the project, the business case,

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and the problem the project is trying to solve. The main advantage of this process is that it enables the
project team to decide the best area of interest for each stakeholder or group of stakeholders involved.
This process is performed as needed during the project's periods, especially during the initialization
process.

Planning: Most of the knowledge areas of the PMP are concentrated at this stage. It greatly affects the
project life cycle.

Firstly, Pinto (2019) states that project scope management aims to define the scope of work, tasks,
products, or services that need to be implemented in the project. Define project scope: creating a
thorough description of the project, tasks and results to be achieved, scope management helps all
project members clearly understand what needs to be done to achieve the goal. Creating WBS: the
process of breaking down project work and deliverables into smaller, easier-to-manage parts.

Secondly, according to PMI (20121), project schedule management involves estimating project
durations, creating project schedules, and monitoring project team progress to ensure projects are
completed on time. Define and sequence works: the tasks for a successful project are defined and
arranged in a logical sequence. The jobs are linked with each other, so a reasonable work sequence will
help the project complete quickly. Develop schedule: create a project schedule model by analyzing the
activity sequences, durations, resource needs, and schedule constraints. This model will be used for the
project's execution, monitoring, and control. main

Thirdly, Pinto (2019) mentions that project cost management will outline estimating costs and setting
the budget. Estimating costs: each project task will have to be cost-estimated, which means including all
resources such as labor, materials, equipment, and anything else needed to complete the task. Setting
the budget: a method of calculating the estimated costs of various jobs or work packages to provide a
baseline for allowed charges.

Next, project quality management is the process of determining the project's quality requirements
(Pinto, 2019). Managing the project and product quality requirements to achieve the goals of
stakeholders.

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Next, according to PMI (2021), project risk management aims to raise the probability or impact of
positive risks and lower the probability or impact of negative risks. Identify risks: find sources of project
risks, identify them, and record their details. Perform risk analysis: evaluate each project risk in terms of
chance of occurrence, potential repercussions, and other variables. Risk responses: developing plans and
deciding on countermeasures to both the project's overall risk exposure and individual hazards are part
of this process.

Finally, project stakeholder communication management is the process built to stay informed about the
status of the project and have timely access to the information stakeholders require by managing project
communications (PMI, 2021).

Executing: At this stage, the quality of the project and stakeholders are more concerned including
quality management, risk management, and stakeholder communication management (PMI, 2021).
Apply quality management strategies to ensure good project results. Implement predefined risk
response measures. More than that, interacting with stakeholders is important. This makes it easy to
understand their requirements and expectations. It also promotes stakeholder engagement.

Monitoring and Controlling: All six knowledge areas (scope, schedule, cost, quality, risk, and stakeholder
communication) are involved in this process (PMI, 2021). It is imperative to monitor and control the
planned plans to ensure the progress and success of the project.

Closing: At this point, the business will evaluate and analyze the performance of the project. Therefore,
no area of knowledge is involved in this process as it has to be completed in previous stages (PMI, 2021).

2.1.5. Critical evaluate

2.1.5.1. The project-management process, PMP

A project consists of many different phases. It are sequential, but sometimes overlapping. Project
management does not necessarily follow the proposed project life cycle, but must flexibly use many
different PLC models to adapt to changes during project implementation.

PMI (2021) states that PLC is the process of defining the life cycle of the phases of a project, where phase
A ends before phase B begins. PLCs will work well with predictive strategies. However, some situations

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will have to repeat phases because of changing requirements, markets, or expanding the scope of the
project.

PMI (2021) argues that the stages of the predictive life cycle model are linear, executing each stage once.
This is the preferred lifecycle when project outcomes are well understood and known, such as
improvements to an older product. In a predictable life cycle, the scope, duration, and cost of the project
should be determined as early as possible. Any changes to scope are carefully managed. This method
works effectively for short projects with little complexity and when it is reasonably clear what will be
provided.

Figure 3: Sample Predictive Life Cycle (PMI, 2021)

In the incremental life cycle, the project team will go through in sequence, multiple times in a life cycle,
creating a finished product at the end of each set (PMI, 2021). Feedback on each increase will inform the
next. This lifecycle is also well-suited to projects of unpredictable scope, especially those where speed of
delivery is the highest priority (PMI, 2021). The incremental model is significantly more capable of coping
with change.

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 Figure 4: Life Cycle with an Incremental Development Approach (PMI, 2021)

Additionally, there is a life cycle that makes use of an adaptive development methodology (PMI, 2021).
After obtaining input from the key stakeholders during the review, the project team updates the project
backlog of features and functionalities to prioritize for the following iteration (PMI, 2021). This method is
excellent for challenging projects where incremental demands can be specified even when the
requirements are not at all obvious. The strategy's implementation comes with several important
challenges, such as the requirement for intense consumer interaction (which isn't always feasible or
viable). Additionally, utilizing a virtual workforce can compromise the required enhanced collaborative
mentality.

Figure 5: Life Cycle with Adaptive Development Approach (PMI, 2021)

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 2.1.5.2. Research methods for gathering information and data collection
The project is impacted by both the data collection and the analysis of the study approach. Every project
is allowed to select a methodology that fits its scope and research-related needs. To employ research
methodologies correctly and effectively and to gather knowledge, primary and secondary data are
crucial.

Primary data refers to original data collected directly from the source through research methods such as
surveys, interviews, observations, experiments, or direct measurements (Prasanna, 2022). The
importance of primary data in research and decision-making can be summarized in the following points.
Primary data provide direct and current information specifically collected to address a specific research
question or goal (Prasanna, 2022). It provides a higher level of accuracy and relevance than secondary
data, which may be outdated or not exactly relevant to research needs. By collecting primary data,
researchers have control over the study design, data collection methods, and measurement tools
(Prasanna, 2022). This allows greater control over the quality and reliability of the data, ensuring that it
meets the specific requirements of the study.

Saunders & Lewis (2017) states that secondary data refers to data that has been collected by others or
for a purpose other than the current study. It includes sources such as published research papers,
government reports, organizational records, databases, and other publicly available information. The
importance of secondary data in research and decision-making can be summarized as follows. Secondary
data is readily available, saving time and resources needed compared to primary data (Saunders & Lewis,
2017). Researchers can access existing data sets and information without having to conduct new studies
or surveys, which can be expensive and time-consuming. Secondary data sources often provide access to
large and diverse datasets (Saunders & Lewis, 2017). These datasets can cover multiple geographic
locations, periods, or population groups, allowing researchers to examine broader trends, patterns, and
variations.

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 2.2. Project Management Plan (PMP)

2.2.1. Background and purpose of the project

The Covid-19 pandemic has had a huge impact on the world economy. Besides, Covid-19 also claimed
nearly 15 million people worldwide. Most countries choose social isolation and blockade to prevent the
pandemic. However, these ways affect not only the economic activities of a country but also the whole
world. In particular, small and medium-sized enterprises (SMEs) have been hit hard in terms of severe
revenue decline, emergencies of financial difficulties, and lack of human resources. In the context of the
closure, the world tourism industry is more severely affected than other industries, especially the hotel
sector (Bruhan, et al., 2021).

In Vietnam, the first blockade order was implemented in 2020, the tourism industry of Viet Nam in
general and of Da Nang City in particular, is seriously affected and is of great concern. Consumer
spending on travel and tourism, hotel, conferences, and weddings has plummeted by two-thirds. The
majority of tourist and hospitality-related services and activities were stopped or scaled back, which had
severe consequences, including a loss of revenue for the industry and job losses for workers.

This research paper will focus on SMEs in Da Nang City, specifically Canvas Hotel. This study will help
businesses find solutions, improve and supplement services to attract customers and increase customer
satisfaction with Canvas Hotel. Besides, it also contributes to the recovery of the tourism industry of Da
Nang City.

2.2.2. Scope
2.2.2.1. Scope description
This is a research project. Canvas Hotel's customer research and planning project will examine the
factors affecting Vietnamese customer satisfaction. In addition, this study also offers solutions to
increase customer satisfaction to improve and recover Canvas's business after the Covid-19 pandemic.
Documents for this particular project include a work log, a weekly diary, a project management plan, and
other similar documents.

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 2.2.2.2. Deliverables
According to Kostopoulou et al. (2017), The rating given following the use of a good or service (quality)
reflects customer satisfaction. According to research, the degree of customer satisfaction with service
quality in the hotel industry has a direct and indirect impact on the company's performance. According
to Diminyi et al. (2020), customers need to feel secure when staying in a hotel, and they find it difficult to
trust a hotel when there are security concerns and difficulties there. This may make guests less satisfied
overall, make them less likely to return, and even make them less likely to suggest the hotel to others.
Wampande and Osunsan (2020) state that employee attitudes and customer satisfaction have a positive
relationship. Positive changes in employee attitudes will lead to good changes in customer satisfaction.
Therefore, three factors affecting customer satisfaction include service quality, hotel security, and staff
attitude.

This study aimed to find out the factor that influences customer satisfaction at Canvas Hotel

Specific: Factors affecting customer satisfaction: service quality, hotel security, and staff attitude. These
factors are expected to enhance customer satisfaction.

Measurable: Collect responses from 30 Vietnamese customers using a survey form.

Attainable: This research can be achieved. It is studied from primary data and secondary data. The
recommendations from this study will increase the level of customer satisfaction and attract potential
customers, improve the position of the hotel.

Relevant: Customers have always been an important source of revenue growth and post-pandemic
recovery. Therefore, study the factors to increase customer satisfaction. It is entirely related to the
restoration of the Canvas Hotel.

Time: The project is completed in 7 weeks, and all will be on schedule.

2.2.2.3. Acceptance criteria

For the research project to be successful, the work must be completed according to the timetable. Data
must be collected from at least 30 people through a survey. The survey process must also follow the
schedule so that the research project is completed on schedule. In addition, survey questions must relate

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to factors affecting customer satisfaction in Vietnam and closed-ended questions. Furthermore,
recommendations must be drawn from the hotel's weaknesses and reliable research.

2.2.2.4. Project exclusions

This study does not survey foreign customers but only domestic customers (specifically Vietnamese).
Collect data through survey rather than interview and the questions are not open-ended. In particular,
this research is not about creating a new product or service. It does not study employee satisfaction
either. It only studies customer satisfaction.

2.2.3. Project timeline

2.2.3.1. Work Breakdown Structure (WBS)

The figure 6 shows the work breakdown structure for this research project. A clear and comprehensive
WBS that provides a summary of the tasks that must be completed and carried out is necessary for the
author to perform a successful study and survey.

Figure 6: The project’s WBS

2.2.3.2. Milestones of the project

According to PMI (2018), the milestone is a specific point in a project's life cycle that is used to measure
progress toward an end goal. Project management milestones are used as signals for project start or
finish dates, external reviews or input, budget checks, submission of a major deliverable, and more.
Milestones are reference points that mark an important event or branching decision point in a project .

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 Work Begin date End date
Prepare information 08/05/2023 17/05/2023

Collect data 18/05/2023 27/05/2023

Write report 28/05/2023 20/06/2023

Finish report 21/06/2023 25/06/2023

Table 1: Milestones of the project

2.2.3.3. Schedule of the project

After creating the WBS and project milestones, a schedule is established to define specific timelines and
clear activities for the project. The critical path is the sequence of activities that represents the longest
path through a project (PMI, 2021).

Work Duration (days) Begin date End date

1. Prepare information 10 08/05/2023 17/05/2023
1.1. Identify issues 5 08/05/2023 12/05/2023
1.2. Create questionnaires 5 13/05/2023 17/05/2023
2. Collect data 10 18/05/2023 27/05/2023
2.1. Customer survey 3 18/05/2023 20/05/2023
2.2. Analyse data 7 21/05/2023 27/05/2023
3. Write report 24 28/05/2023 20/06/2023
3.1. Compare the result 16 28/05/2023 12/06/2023
3.2. Feedback report 8 13/06/2023 20/06/2023
4. Finish report 5 21/06/2023 25/06/2023
4.1. Error checking 4 21/06/2023 24/06/2023
4.2. Submit the report 1 25/06/2023 25/06/2023
Table 2: Schedule of the project

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 Figure 7: Gantt Chart of the project

Figure 8: Critical path method technique

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 2.2.4. Project cost estimation
Every project needs a cost estimate because it will provide an overall picture of the financial resources
needed for the project's work to be completed. The table below shows the estimated cost for this
research project.

WBS Level 2
Unit: VND Units/Hrs Cost/Unit/Hrs Subtotals % Total
Totals
WBS items
1. Project Management 49,000,000 60.89%
Project manager 300 80,000 24,000,000
Project team members 500 50,000 25,000,000
2. Office equipment 20,000,000 24.85%
Devices (Computer,
2 10,000,000 20,000,000
Phone)
3. Activities 6,480,000 8.05%
Training cost 24 70,000 1,680,000
Travel cost 6 200,000 1,200,000
Water, electricity 500 6,000 3,000,000
Surveyor 30 20,000 600,000
4. Costs incurred 5,000,000 5,000,000 6.21%
Total project cost
80,480,000 100%
estimation
Table 3: Project Cost Estimate

2.2.5. Project quality management and control

To ensure the quality and progress of the project, the author must monitor and control the work of the
research project according to the plan. There are three methods to ensure the quality of the project in
the following aspects: Quality assurance of the results produced method, Controlling project costs
method, and Controlling Schedule.

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 Controlling quality: The quality control process requires careful and precise research to ensure the
reliability of the data and results obtained. Applying reliable testing, and evaluation methods to ensure
that results are accurate. In addition, the manager tracks the progress and progress of the research
project, recording activities and results during implementation. This helps you detect potential problems
early and can take corrective or improvement measures to ensure quality. The results of each work must
be tracked and recorded to evaluate project performance. The final product and work of the research
project meet the expectations and standards of the stakeholders.

Controlling costs: To ensure that the project's estimated costs are kept constant, the initial project
budget should be determined based on the activities fully and accurately. Developing a detailed spending
plan for the project, including provisions to deal with unexpected risks and fluctuations. Using estimation
methods such as top-down or bottom-up estimation to determine costs for each specific goal.
Periodically monitor and record actual costs compared to the original plan. Comparing actual figures with
the set budget and analyzing the cause of the difference.

Controlling schedule: Building a detailed project schedule. Using methods like the Gantt schedule, or
PERT/CPM network schedule to chart and manage time. Identifying milestones in the project, such as
test milestones, handover milestones, and completion milestones. These are important points in the
project schedule to monitor and evaluate progress. Monitoring and recording the actual progress of each
activity against the project schedule. Comparing actual progress with expected progress, analyzing and
evaluating discrepancies. Identify the cause of the disparity and its effect on other activities. Taking the
necessary measures and adjustments to offset and adjust the progress.

2.2.6. Project risk management

Many unforeseen incidents take place when the project is being conducted. As a result, the table below
lists some potential dangers along with risk reduction and improvement strategies.

RBS Level 0 RBS Level 1 RBS Level 2 Mitigation plan

Technology risk: According to Indeed Technology upgrade: To prevent
Risk in
Technical Editorial Team (2022), technology risks any technical risks brought on by an
project
risk refer to potential threats or outdated system, the company is
management
uncertainties associated with the use of considering investing in more

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 technology in project management. cutting-edge solutions or updating
These risks can arise from a variety of its existing tech hardware. By doing
factors such as technology failures, this, technological risks like system
inadequate infrastructure, failures, downtime, and other
cybersecurity threats, compatibility problems brought on by employing
issues, or lack of technical expertise. old technology would be. It will
Rapid technological advancements can ensure that important data is
render project technologies or solutions securely protected. Implement
obsolete over the project lifecycle. information security measures,
Investing in outdated technologies can such as data encryption, controlled
lead to reduced efficiency, limited access, network protection, and
scalability, or the need for costly periodic system updates to deal
upgrades or replacements. Data with security threats.
security, service organization, Training staff: If technological risks
compliance, and information security are to be properly handled, both
are all seriously threatened by one of present and new employees must
the project's technology components. be taught technology rules, and
other IT processes.
Shortage or mismanagement of project It is crucial to employ effective
finances due to inflated budgets or financial planning, budgeting, and
other constraints is a threat to project control measures. This includes
completion (Indeed Editorial Team, conducting comprehensive cost
2022). estimations, regularly monitoring
Financial risk Cost overrun: Cost overrun occurs project finances, maintaining
when the actual project costs exceed accurate financial records, and
the estimated amount (Indeed Editorial establishing contingency plans for
Team, 2022). Factors such as inaccurate unexpected financial challenges.
cost estimates, unexpected costs, scope Maintaining open communication
changes, or inflation can contribute to with stakeholders and proactively

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 cost overruns, resulting in financial addressing financial risks can help
stress and the potential for project mitigate their impact on the
failure. project's financial performance and
Funding shortfalls: Projects depend on ultimate success.
adequate funding to cover costs
throughout their lifecycle (Indeed
Editorial Team, 2022). Financial risk
arises when there is a funding shortfall
due to a lack of available funds, delays
in obtaining funding, or unforeseen
circumstances affecting financing.
Inadequate funding can impede project
progress and jeopardize project
completion.
Natural and environmental risks: By using measures to regularly
External risks arising from natural or monitor environmental factors and
environmental factors including natural maintain contingency plans,
disasters, storms, floods, earthquakes, organizations can prevent severe
etc (Indeed Editorial Team, 2022). damage or loss due to unforeseen
These risks can lead to project delays, external hazards.
disruptions in the supply chain, damage
External risk to project infrastructure, or increased
costs to implement environmental or
other measures. mitigation measures.
Market and demand risks: External Market Research and Evaluation:
risks related to market and demand Conduct careful market research to
factors including changes in customer understand the trends, customer
preferences, changes in market needs, and factors affecting the
dynamics, or fluctuations in demand for market. This helps the project

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 products or services (Indeed Editorial anticipate and respond promptly to
Team, 2022). If market conditions fluctuations and changes in market
change significantly during project demand
implementation, that could affect the
project's viability, revenue generation,
or potential return on investment.
Table 4: Risk management of the project

2.2.7. Stakeholder communication

This research project has two main sources document, which is presented in the table below:

Communication Participants/ Person in

Description Frequency Format Form
Type Distribution charge
Summary of Project Supervisor Weekly Project
Weekly logbook Weekly In Person
project status Project manager logbook Manager
Summary of Project Supervisor Project
Draft version As need In Person Draff results
findings Project Manager Manager
Table 5: Stakeholder Communication Plan

In addition, the contact information is provided for the communication:

Name Title Email Number phone

Phan Tran Phuong Trang Project Supervisor trangptp2@fe.edu.vn 0903575152

Nguyen Le Trang Nguyen Project Manager Nguyennltgbd210645@fpt.edu.vn 0974700066

Table 6: Contacts of the project team members

2.2.8. Resources and research methods

Customers' information will gather using a survey to gather data for this study. That is because the
efficacy and speed of the quantitative technique appeal to many researchers. According to DeCarlo
(2018), surveys are an excellent approach to collecting a ton of data from a wide range of individuals.
Additionally, if participants decide to gather data by interview rather than a survey, their expenditures
may quickly double, treble, or even quadruple. As a result, polls are frequently inexpensive. The survey
method is also a potent research approach that is applied in extended investigations as a methodical
data-gathering instrument (Abdullah & Raman, 2001).

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In addition, this study uses the quantitative method. According to Hulme (2007), quantitative research
emphasizes precise measurement and numerical data, which improves the accuracy of the results.
Researchers use standardized tools and methods to collect data, reduce subjective interpretations, and
increase the reliability of results.

For greater efficiency and dependability, this study makes use of both primary and secondary data. Wagh
(2023) points out that using primary data has the advantage of enabling researchers to gather data
particular to their study objectives. The questions that researchers pose are intended to help them
acquire the data they require for their research. In addition, Wagh (2015) shows that obtaining
secondary data is frequently simple and affordable. Additionally, administrative data usually have a large
sample size since they are gathered regularly and properly.

3. Conclusion
The several positive changes that are recommended by this study will be extremely beneficial to The
Canvas Hotel. The study exhibits a detailed planning procedure and case studies. The work structure is
divided into smaller components with a range of tasks to guarantee that the work is finished on time.
Managers have used the Gantt Chart and timeline charts to more effectively manage and monitor the
project's development. It also gives an estimate of the project's expenses, objectives, quality, scope,
risks, and resources when it is put into action. Everything has been compiled into one thorough report to
provide the company with the finest view of the project that has changed and to enable successful
project execution.

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4. Reference

• Abdullah, S. H. & Raman, S., 2001. Quantitative and qualitative research methods: Some strengths
and weaknesses. Jurnal Pendidik dan Pendidikan, Jilid, Volume 17, pp. 1-15.

• Burhan, M., Salam, M. T., Hamdan, O. A. & Tariq, H., 2021. “Crisis management in the hospitality
sector SMEs in Pakistan during COVID-19″. International Journal of Hospitality Management,
Volume 98, pp. 1- 12.

• Canvas Hotel (2023) About Us, CANVAS HOTEL, [online] Available at:
https://canvashotel.com.vn/about-uss (Accessed 29 May 2023).
• Choy, L.T., 2014. The strengths and weaknesses of research methodology: Comparison and
complimentary between qualitative and quantitative approaches. IOSR journal of humanities and
social science, 19(4), pp.99-104.

• DeCarlo, M., 2018. Scientific inquiry in social work. s.l.:Open Social Work Education.

• Díaz, S.R., Swan, K., Ice, P. and Kupczynski, L., 2010. Student ratings of the importance of survey
items, multiplicative factor analysis, and the validity of the community of inquiry survey. The
Internet and Higher Education, 13(1-2), pp.22-30.

• Diminyi, C.A., Deun, A.D., Ikara, I.I., Kpadji, O.L., Idam, A.O. and Anyanwu, D.E., (2020) The Effect
Of Security Challenges On Guest Loyalty: A Study Of Selected Hotels In Makurdi, Nigeria.

• Hulme, D., 2007. Integrating Quantitative and Qualitative Research for Country Case Studies of
Development. University of Manchester, UK, pp. 1-45.

• Indeed Editorial Team (2022) 10 common project risks (plus the steps to solve them), [online]
Available at: https://www.indeed.com/career-advice/career-development/project-risks (Accessed
29 May 2023).
• Kostopoulou, T., Diamantidis, T. & Daulle, J., 2017. AN EMPIRICAL STUDY ON THE RELATIONSHIP
BETWEEN THE SERVICE QUALITY AND THE CUSTOMERS’SATISFACTION IN THE GREEK HOSPITALITY
INDUSTRY: THE CASE OF THE SMES HOTELS. University-Industry Links: Coproducing Knowledge,
Innovation & Growth, pp. 121-130.

• Pinto, J. K., 2019. Project Management: Achieving Competitive Advantage. 5th ed. New York:
Pearson.
• PMI, 2018. A guide to the Project Management Body of Knowledge (PMBOK guide). 6th ed.
s.l.:Project Management Institute.

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• PMI, 2021. A Guide to the Project Management Body of Knowledge (PMBOK Guide) – and the
Standard for Project Management. 7th ed. s.l.:Project Management Institute.
• Prasanna (2022) Advantages and Disadvantages of Primary Data | What is Primary Data?, Pros
and Cons of Primary Data, [online] Available at: https://www.aplustopper.com/advantages-and-
disadvantages-of-primary-data/ (Accessed 29 May 2023).

• Saunders, M. and Lewis, P., 2017. Doing research in business and management. Pearson.

• Saunders, M., Lewis, P. & Thornhill, A., 2012. Research Methods for Business Students. 6th ed.
s.l.:Pearson Education.

• Wagh, S. (2023) Research guides: Public health research guide: Primary & secondary data
definitions, Primary & Secondary Data Definitions - Public Health Research Guide - Research
Guides at Benedictine University Library, [online] Available at:
https://researchguides.ben.edu/c.php?g=282050&p=4036581 (Accessed 29 May 2023).

• Wampande, A.J. and Osunsan, O.K., 2020. Employee attitude and customer satisfaction in
selected hotels in Kampala, Uganda. International Journal of Hospitality and Tourism Studies, 1(2),
pp.144-150.

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WEEKLY LOGBOOK (1)
Name: Nguyen Le Trang Nguyen

Project title: Customer Satisfaction of Canvas Hotel

Date: 8/05/2023

Update on weekly research/tasks achieved

Points to consider:
• What have you completed?
I have finished with the theoretical information for the project.
• Did you fulfill task requirements?
No, I didn’t still complete the task requirements.
• Are you on track and within the deadlines set?
Yes, I did
• Did you need to make any changes to your project management plan?
My project management plan has not changed. Based on the response, I will change it if
needed.

Any risks and/or issues identified?

Points to consider:
• Did you identify risks/issues with a lack of skills required for undertaking
research/tasks?
I know what to do. I received excellent direction and orientation from the speaker for my
research.
• Did you identify any additional risks/issues that have an impact on the project
management plan?
If there was any risk, survey results are one of the most significant points.

Problems encountered

Points to consider:

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 • What barriers did you face?
Mobilizing customers to actively participate in surveys is a big barrier for me.
• How did you overcome them?
I explained to everyone that it was my assignment. I must pass

New ideas and change of project direction

Points to consider:

• In developing work, and addressing risks/issues, has the direction of your work
changed?

No, there is no change in my direct work.

• How does your work justify the change of direction? Is this clear?

• Do you feel this change of direction has enhanced your work? How?

What have you learned about yourself through your work?

Points to consider:

• What are the most important things that your work has revealed to you? How
might this learning apply in the future?

I learned how to use Gantt Charts and Work Breakdown Structure to describe work in
job duties, and how to get people involved in your work

• How did you feel when you had to deal with challenges/problems?

I feel a bit nervous cause sometimes I didn’t know how to solve those issues.

• How well do you feel you have performed?

I think it’s not bad

• What can you improve?

I learned how to improve my to-do lists for my activities, and take some technical
skills.

Next steps for your work

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Points to consider:

• What aspects of your work should you prioritise?

I have to finish the remaining tasks and improve the report as well

• Have you allowed sufficient time for completion?

Yes.

Project plan status to date

Points to consider:

• Do you feel you are on track to complete your work on time? If not, how will you
address this?

I definitely follow up on the progress and submit it on time

• Do you feel your work shows your achievement of the Learning Outcomes? If not,
what do you need to do?

I spend lots of time on this study, so it will show my attempts that appropriate the
LOs.

Tutor Feedback

34
WEEKLY LOGBOOK (2)
Name: Nguyen Le Trang Nguyen

Project title: Customer Satisfaction of Canvas Hotel

Date: 22/05/2023

Update on weekly research/tasks achieved

Points to consider:
• What have you completed?
I have almost finished the task requirements, just get some trouble with the Merit and
Distinction requirements.
• Did you fulfill task requirements?
Yes.
• Are you on track and within the deadlines set?
I certainly submit the deadline on time.
• Did you need to make any changes to your project management plan?
Until now, there is no change in my project management plan

Any risks and/or issues identified?

Points to consider:
• Did you identify risks/issues with a lack of skills required for undertaking
research/tasks?
There is no problem with my task and project as well
• Did you identify any additional risks/issues that have an impact on the project
management plan?
No, I didn’t have any risk in my project

Problems encountered

Points to consider:
• What barriers did you face?

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 I may get difficulty finding sources for evaluation
• How did you overcome them?
I tried to find the keyword by applying searching skills, setting the filters

New ideas and change of project direction

Points to consider:

• In developing work, and addressing risks/issues, has the direction of your work
changed?

I know what to do. I received excellent direction and orientation from the speaker for my
research. No, there is no change in my direct work

• How does your work justify the change of direction? Is this clear?

• Do you feel this change of direction has enhanced your work? How?

What have you learned about yourself through your work?

Points to consider:

• What are the most important things that your work has revealed to you? How
might this learning apply in the future?

I learned how to do the schedules with the basic aspects. These will help me deal with
other projects in the future and especially for assignment 2.

• How did you feel when you had to deal with challenges/problems?

I enjoy the challenge

• How well do you feel you have performed?

It’s good

• What can you improve?

I learned how to improve my to-do lists for my activities, and take some technical skills.

Next steps for your work

Points to consider:

• What aspects of your work should you prioritise?

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 Of course, I still concentrate more on the tasks and submit them on time. I will continue
doing questionnaires and the upcoming requirements for the next report.

• Have you allowed sufficient time for completion?

Because I aim to get grade Distinction (D), I’ve been active to do the report early.
Therefore, there is no problem about the time with me.

Project plan status to date

Points to consider:

• Do you feel you are on track to complete your work on time? If not, how will you
address this?

I definitely follow up on the progress and submit it on time

• Do you feel your work shows your achievement of the Learning Outcomes? If not,
what do you need to do?

I’m quite sure about meeting all the Learning Outcomes of the report. If there is a
lack of something, I will try my best to resolve and fix it immediately.

Tutor Feedback

37