Project Management and Risk Handling

This assignment focuses on developing a project management plan template. It requires you to define the project scope, identify potential risks (schedule, budget, technical), and outline strategies for managing these risks according to the PMBOK methodology. The plan should also include steps for addressing major deviations from the project plan to ensure successful completion.

High Services Inc.
Project Report
8/30/2017

High Services Inc.
Table of Contents
Introduction.................................................................................................................................................3
Project Charter.............................................................................................................................................3
Project Title.............................................................................................................................................3
Problem Statement...................................................................................................................................3
Business Need.........................................................................................................................................3
Project Goals...........................................................................................................................................3
Project Scope...........................................................................................................................................4
Deliverables.............................................................................................................................................4
Milestones Schedule................................................................................................................................4
Assumptions and Constraints..................................................................................................................4
High Level Project Budget......................................................................................................................5
Project Team Members............................................................................................................................5
Stakeholder Register....................................................................................................................................6
Stakeholder Management Strategy..............................................................................................................8
Power/Interest Matrix..............................................................................................................................8
Communication Strategy.........................................................................................................................9
Stakeholder Management......................................................................................................................10
Scope Statement........................................................................................................................................11
In-Scope................................................................................................................................................11
Out-of-Scope.........................................................................................................................................12
Conclusion.................................................................................................................................................12
References.................................................................................................................................................13
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High Services Inc.
Introduction
High Services Inc. is an organization that is composed of over 100,000 employees in different
countries. The company has started with the Customer Relationship Management (CRM)
program and the Social CRM project is a part of the same. Natalie is the program sponsor of
CRM, Ito, the Program Manager and Ben is the CIO and project sponsor for Social CRM. There
will be a number of resources that will be working on the project along with Ben and George, the
Marketing Manager.
The document covers the Project Charter along with the Stakeholder Register, Stakeholder
Management Strategy and the Scope Statement for the project.
Project Charter
Project Title
High Services Inc. Social CRM Project
Problem Statement
The customers that are associated with the organization are losing on the satisfaction level and
trust in the company due to the non-fulfillment of their expectations. It is because of the reason
that there are so many customers that are engaged with the organization that it is difficult to
assess their needs, choices and preferences adequately.
Business Need
There are over 100,000 employees that are engaged with the organization. Likewise, there are
millions of customers that are also involved with High Services Inc. It is necessary to understand
the customer preferences and requirements so as to provide the desired services to the customers.
Social CRM is a project that will enhance the customer relationship by analyzing customer needs
and enhancing the customer engagement (Maryland 2017).
Project Goals
 The Social CRM system shall be deployed in the organization with no defects in the final
release.
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High Services Inc.
 The best standards and quality practices shall be used in the project activities.
 The system shall allow the measurement of customer preferences and their needs.
 Monitor of the performance and benefits realization.
Project Scope
The project will include the design, development and deployment of the Social CRM system in
the organization and will also perform the integration, maintenance and marketing of the same.
The project team members will not cover the negotiations with the third-parties regarding the
supplies and deliveries (Nita 2014).
Deliverables
 Project Plan: A document covering the details of the project scope, budget, schedule,
risks and project team.
 Design of Social CRM system: Design document comprising of UI screens and
wireframes along with the design diagrams.
 Source Code: The code for the front end of the system.
 Implementation Plan: The document covering the details of implementation, performance
measurement and change management.
 Closure Report: The report covering the activities that have taken place in the project
along with the acceptance and sign offs.
Milestones Schedule
Name of the Milestone Due Date
Project Plan 4th September 2017
Design of Social CRM system 31st October 2017
Source Code 15th January 2018
Implementation Plan 19th February 2018
Closure Report 5th March 2018
Assumptions and Constraints
 The team members working on the Social CRM project will be provided with the work
environment and the tools necessary to execute the project related activities.
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High Services Inc.
 The project will be required to be completed under the budget of $2,000,000.
 The total duration that shall be allotted to the project will be six months.
High Level Project Budget
The project will be required to be completed in an overall budget of $2,000,000.
There will be an internal staffing cost of $300,000 involved in the project.
Project Team Members
Team Member Name Role Responsibilities
Ben Project Sponsor Project funds and project
requirements
George Marketing Manager Marketing strategy and plan
A Project Manager Project planning, allocation of
responsibilities, project
control and closure
B Financial Officer Project budget
C Business Analyst Project schedule and risk
management
D Data Analyst Analysis of the customer data
and preferences
E Senior Developer Development of the source
code, integration of the system
F Junior Developer Development of the source
code, integration of the system
G System Designer UI and wireframes design
H Implementation Engineer Change management and
system implementation
Stakeholder Register
There will be numerous stakeholders that will be involved in the project. Some of these
stakeholders will be internal and some will be external in nature (Ackermann and Eden 2010). A
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High Services Inc.
stakeholder register has been prepared and illustrated below to provide complete information on
the entities that will be associated with the project.
Stakeholder Interest Influence Type of
Stakeholder
Role Contribution
Natalie +1 8 Internal
Stakeholder
Program
Sponsor
Project
Approvals
Ito +1 7 Internal
Stakeholder
Program
Manager
Feedback and
Suggestions for
Improvements,
Acceptance and
Sign Offs
Ben +1 9 Internal
Stakeholder
Project
Sponsor and
CIO
Project Funds,
Project
Requirements
and
Specifications
George +1 8 Internal
Stakeholder
Marketing
Manager
Marketing
Strategy and
Marketing Plan
for the project
A +1 6 Internal
Stakeholder
Project
Manager
Project Plan,
Project Status
Reports,
Communication
Plan and
Closure Report
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High Services Inc.
Project Team 0 4 Internal
Stakeholder
Team
members
working on
the Social
CRM project
Design
Document,
Source Code,
Implementation
Plan and Daily
Progress
Reports
Customers -1 10 External
Stakeholder
The target
audience for
the system
Feedback and
Comments
Vendors and
Suppliers
-1 3 External
Stakeholder
The entities
that will be
supplying
necessary
tools and
equipment
Tools and
Equipment
required for the
project
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High Services Inc.
Stakeholder Management Strategy
Power/Interest Matrix
Keep Satisfied
Natal
ie
Ito
Manage Closely
A
Project Team
Monitor
Customer
Suppliers and Vendors
Keep Informed
Ben
George
Low Interest
High
The power/interest matrix that has been shown above for the Social CRM project comprises of
four different sections as Keep Satisfied, Manage Closely, Monitor and Keep Informed.
The Customers and the suppliers and vendors are the entities that will have a huge significance in
the project in terms of their valuable feedback and tools respectively. However, they will have a
lesser interest in the project and have been placed in the Monitor section (Reed 2012).
The resources that will be required to be kept satisfied in order to gain their approvals and
acceptance will be Natalie, Program Sponsor and Ito, Program Manager. Ben and George will be
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Power
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High Services Inc.
required to be kept updated with the status and progress of the project and will have a relatively
higher interest as well.
A, Project Manager and the entire project team will be required to be carefully managed and
made available with the adequate set of resources. The planning and execution of the project will
be carried out by these resources (Gomes 2006).
Communication Strategy
Stakeholder Reporting Requirements Frequency of Reports Mode of Communication
Natalie Report on the status and
progress of the project
Weekly Status Report The reports shall be uploaded
on the SharePoint location for
the project
Ito Report on the status and
progress of the project
Weekly Status Report The reports shall be uploaded
on the SharePoint location for
the project
Ben Report on the status and
progress of the project,
major set of conflicts
and disputes in the
projects and the risks
involved
Weekly Status Report,
Weekly Conflict Report,
Weekly Risk
Management Report
The reports shall be uploaded
on the SharePoint location for
the project
George Data collected and
analysis results
Weekly Data Analysis
Results Report
The reports shall be uploaded
on the SharePoint location for
the project
A Contribution by each
member in the project,
problem areas
Daily Status Reports by
the team members,
The reports shall be uploaded
on the SharePoint location for
the project
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High Services Inc.
Weekly Conflict Report
Project Team Details on the project
schedule, budget and
responsibilities
Project Plan and
Requirements
Specification Document
The reports shall be uploaded
on the SharePoint location for
the project
Customers Final release of the
system
Final Release Social media platforms,
company website
Vendors and
Suppliers
Payment Receipts Payment Receipts To be shared via email
Stakeholder Management
There are a number of internal and external stakeholders that are associated with the Social CRM
project.
It is necessary to make sure that the stakeholders are managed correctly in order to satisfy all of
their requirements and to gain maximum contribution from the same.
There shall be an internal team meeting that shall be organized by the Project Manager on a daily
basis with all the project team members. The internal conflicts and disputes shall be handled and
resolved in these team meetings. The communication on the project decisions along with the
discussion on the project activities shall also be carried out with the team members in this daily
session (Missionier 2014).
The Project Manager must also have a meeting with the other internal stakeholders such as
Natalie, Ito, Ben and George on a weekly basis to inform about the project progress. Any of the
major deviations shall also be discussed in the weekly session (Krane, Rolstadås and Olsson
2012).
There shall be marketing and advertising of the tool to be done on the social media platform. It
will allow the customers to have information regarding the latest changes that will be applied
(Eskerod, Huemann and Ringhofer 2015).
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High Services Inc.
The suppliers and vendors shall also be managed with the aid of a contractual agreements
specifying all the terms and conditions.
Scope Statement
In-Scope
 The project team will carry out the planning and estimation activities regarding the
project covering the estimation of the project budget, schedule, and risks.
 The design of the Social CRM system will be covered in the project including the UI and
wireframes for the project.
 The source code will be developed for the project by the team members covering the
functional and non-functional aspects of the system. The non-functional aspects will
include the following system qualities:
o The Social CRM system that will be developed shall be scalable so that the
system may be scaled up and down as per the latest set of requirements.
o The non-functional requirement of availability shall be included in the Social
CRM system in order to make the system available for access at all times.
o The Social CRM system that will be developed shall be reliable so that the system
may provide only the valid information and response in return of every user
action (Encs 2017).
o The non-functional requirement of maintainability shall be included in the Social
CRM system in order to make the system easy to maintain and install the updates.
o The Social CRM system that will be developed shall be usable so that the system
may be in complete accordance with the specifications and requirements.
o The non-functional requirement of adaptability shall be included in the Social
CRM system in order to make the system adaptable to every platform.
 The integration and implementation activities shall be covered by the team members
(Cdss 2014).
 The control and closure activities shall also be covered by the project team during the life
cycle of the project.
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 The Social CRM system shall be marketed by the project team and a marketing plan and
strategy shall be prepared.
Out-of-Scope
 The project team will not carry out any of the negotiations with the third-parties such as
the suppliers and the vendors.
 The project team will also not cover the re-work and the risks that will arise due to the
delay by the suppliers or the uninformed changes by the senior management.
Conclusion
Social CRM project is one of the high-visibility projects that are critical for the entire
stakeholders that are involved with the same. It is necessary to make sure that the goals of the
project are achieved and the business objectives are also met. It can be done by making sure that
the project progresses as per the estimated schedule and budget. There are many management
methodologies that have been developed for the adequate and efficient management of the
projects. One such methodology that shall be applied in the case of the Social CRM project is the
Project Management Body of Knowledge. It is the methodology that is commonly abbreviated as
PMBOK and it will provide the project with the guidelines and stages that shall be covered.
There may be many risks that may emerge during the project timeline such as schedule risks,
budget risks, technical risks and several others. These risks will also be handled as per the
principles of the PMBOK methodology. The Project Manager will be provided with the steps to
follow in case of a major deviation which will ensure project success.
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References
Ackermann, Fran, and Colin Eden. 2010. "Strategic Management Of Stakeholders: Theory And
Practice". http://www.hadjarian.com/esterategic/tarjomeh/2-90/khamesi.pdf.
Cdss. 2014. "Appeals Case Management System: Project Scope Management Plan".
http://www.cdss.ca.gov/acms/res/ScopeManagementPlanv1.0_Final_112014.pdf.
Encs. 2017. "Total Quality Project Management".
http://users.encs.concordia.ca/~andrea/inse6230-2014/Presentation2_Integ%20and
%20Scope.pdf.
Eskerod, Pernille, Martina Huemann, and Claudia Ringhofer. 2015. "Stakeholder Inclusiveness:
Enriching Project Management With General Stakeholder Theory". Project Management
Journal 46 (6): 42-53. doi:10.1002/pmj.21546.
Gomes, Ricardo Correa. 2006. "Stakeholder Management In The Local Government Stakeholder
Management In The Local Government Decision-Making Area: Evidences From A
Decision-Making Area: Evidences From A Triangulation Study With The English Local
Triangulation Study With The English Local Government Governmen".
http://www.scielo.br/pdf/rac/v10nspe/v10nspea05.pdf.
Krane, Hans Petter, Asbjørn Rolstadås, and Nils O.E. Olsson. 2012. "A Case Study Of How
Stakeholder Management Influenced Project Uncertainty Regarding Project Benefits".
International Journal Of Information Technology Project Management 3 (2): 21-37.
doi:10.4018/jitpm.2012040102.
Maryland. 2017. "Phase 1: Initiation Phase". http://doit.maryland.gov/SDLC/Documents/SDLC
%20Phase%2001%20Initiation%20Single%20Hardware.pdf.
Missonier, Stephanie. 2014. "Stakeholder Analysis And Engagement In Projects: From
Stakeholder Relational Perspective To Stakeholder Relational Ontology". International
Journal Of Project Management 32 (7): 1108-1122. doi:10.1016/j.ijproman.2014.02.010.
Nita. 2014. "IT Project Management Methodology".
https://www.nita.go.ug/sites/default/files/publications/Projects%20Initiation%20Support
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