Project Design, Evaluation, and Implementation: A Case Study of Online Chat Customer Service for Bandcamp

This report presents a comprehensive project design, evaluation, and implementation plan for an online chat customer service system for Bandcamp, a popular music platform. The project aims to enhance customer experience, increase sales, and improve overall efficiency. The report outlines the project's objectives, risks, constraints, and successful completion criteria. It further details the project plan, resource allocation, implementation procedures, and evaluation techniques. The report concludes with a critical analysis of the project's outcomes and recommendations for future improvements.

Project Design, Implementation and
Evaluation

Contents
Introduction:....................................................................................................................................3
LO1 be able to formulate a project:.................................................................................................4
1.1 Formulated and recorded possible outline project specifications..........................................4
1.2 Identified the factors that contributed to the process of project selection:............................6
1.3 Produced a specification for the agreed project:....................................................................7
1.4 produces an appropriate project plan for the agreed project:................................................8
LO2: Be able to implement the project within agreed procedures and to specification:...............10
2.1 match resources efficiently to the project:...........................................................................10
2.2 undertake the proposed project in accordance with the agreed specification:.....................12
2.3 organize analyses and interpret relevant outcomes:............................................................13
LO3: Be able to evaluate the project outcomes:............................................................................15
3.1 use appropriate project evaluation techniques:....................................................................15
3.2 interpret and analyses the results in terms of the original project specification:.................17
3.3 make recommendations and justify areas for further consideration:...................................19
LO4 Be able to present the project outcomes................................................................................21
4.1 produce a record of all project procedures used:.................................................................21
4.2 use an agreed format and appropriate media to present the outcomes of the project to an
audience:....................................................................................................................................24
Conclusion:....................................................................................................................................26
References......................................................................................................................................27

Table of Figures:
Figure 1: Cost Status and Details....................................................................................................9
Figure 2: WBS for Bandcamp Website.........................................................................................10
Figure 3: Gantt chart......................................................................................................................11
Figure 4: Resources.......................................................................................................................12
Figure 5: PERT..............................................................................................................................17
Figure 6: PERT..............................................................................................................................17
Figure 7: SDLC..............................................................................................................................19
Figure 8: Gantt chart......................................................................................................................20
Figure 9: Process...........................................................................................................................21
Figure 10: Time Scale of the Project.............................................................................................21
Figure 11: Resources of the Project...............................................................................................22
Figure 12: Cost Status and Details.................................................................................................22
Figure 13: Gantt Chart...................................................................................................................26
Figure 14: Cost Flow of the Project...............................................................................................27
Figure 15: Task of the Project.......................................................................................................27
Figure 16: Allocate Resource for the project.................................................................................27

Introduction:
A project has different phases from start to end like, design, implement and evaluate. These basic
phases are the need for each project. In some projects, additional terms like, meetings,
discussions, client review, coding phases of the software industry are also the part of the process
of project design. The current system is going to develop for the Bandcamp.com that is a
platform for music purchasing and streaming. It was founded in 2007 and gets a good response
from the music community. Various artists register themselves here to earn money by selling
their music. The company offers different tools to the artist to create their own websites under
the Bandcamp. The music company is looking for a new platform on the given examples and
maintains the records on the software application.
Further reports will include formulating a project on the given outlines and identifying the
sections in the process. It produces a project plan for the project. Next part will include the
implementation of the project on the given specification it will also contain the outcomes and
analyses of the project. The third part will contain the evolution of the project outcomes with
appropriate techniques and recommendation for the consideration. The last section of the report
will contain all records of the project and present the outcomes of the audiences of the project.

LO1 be able to formulate a project:
1.1 Formulated and recorded possible outline project specifications
Project Name: Online chat customer service
Project Definition: online chat or channels are the basic requirements of each kind of business.
Bandcamp is an online music search website that includes various artists in it with their micro
websites.
Additional Objectives:
 Online chat is helpful to increase the sales of the organization
 It is also helpful to reduce the cost of the service
 It is free to increase the extra intelligence of the business
Risks:
 Expectations do not meet in an online chat with customers
 Various security concerns like data centres and HTTPs
 Delay in reply of chats (momentumpartnership, 2018)
Constraints:
 Not every user like the online chat services, some likes calling services for help
 Interruption for waiting for long time to reply
 Timely limit to complete a project in a fix define budget
Successful Completion:
 The project of online chat customer service is complete successfully by increasing the
website traffic by 10%.
 It also increases the user of the website and artist with the sales of the music albums.
Project Name: Online sound and video streaming for music shows
Project Definition: Bandcamp is an online platform for music purchasing and streaming. The
Bandcamp organization has total worth more than 100 million through selling the music. It also

has the tools to create micro websites for the artists and charging 15% for each transaction from
the artist.
Additional Objectives:
 It has high-quality and fast streaming with auto-archiving
 There is no limit of simultaneous and viewing streams
 It has monetization and paywall with playlists and packages
Risks:
 Risk related network security and delivery time
 Risk moving the data over the internet
 Risk of encryption of the password
 Risk about the disclosure the path with the upload process of the path
Constraints:
 Require sufficient storage and bandwidth for higher quality
 Video can watch when the user is online and it will stop when the internet connection is
slow
 The cost of the equipment is high and it also occurs the issues of copyright (Ritter, 2018).
Successful Completion:
 The project on Online sound and video streaming for music shows increase the number of
viewers as well as the artist to register in the Bandcamp organization
 To make the strong majority of the users without any issues

1.2 Identified the factors that contributed to the process of project selection:
I have selected the project on Online chat customer services to identify the factors.
User Feedback: customer feedback is important to improve the services and products of the
organization. Here I take feedback from three users and they give the ratings where rating 1 is
dissatisfied, rating 2 is average and rating 3 completely satisfy.
Sn. No. Feedback Questions User 1 User 2 User 3
1. How is the interface of the website 2 3 2
2. Are you satisfied with our service 3 2 3
3. Rate the communication with our
employee
3 3 3
4. Do you get the valuable
information
2 2 2
5. Any suggestion or changes in the
service
Improve the
interface and
provide
valuable
information
Improve the
service and
provide
valuable
information
Improve the
interface with
providing
accurate
information
Total Cost: the cost of the implementation of online chat customer service is £10,000 on a
website. It includes the implementation of the graphical user interface of the website with the
paid amount of designer and developer of the chat service and the monthly salary amounts of the
employees who are available to chat with the users.
Possible Financial Benefits:
 Reduce expenses/low cost: it reduces the cost of person per hour and provides the
services faster than the offline mode. It’s an alternative to the channel of telephone
service and cheaper than a phone call. An employee can perform multiple tasks during
the chat with the user and also can handle two or three chats at a time. Chat benefits also
known as chat-concurrency that saves the cost.
 Increase the sales: communication through the chat service increased the sales unto 20
per cent and also affects the online market of the products of the organization. It
generates the sales leads successfully to providing the visitors, that can connect with the
sales team and other staff.
 Expand the market reach: the online worlds helps to extend the area of the organisation
by visiting the website as well as to place the order online with the implementation of live
chatting. It also includes the international customers who are not in reach with the

organization. Live chat helps to extend the market through different possibilities (Gao,
2017).
Business needs:
 Real-time convenience: the benefit of the online chat is for the customer to do not search
the assistance on phone, emails and social media for help. The availability of support
makes a strong bond and relationship with the customer and customer has a better
experience with the organization. The chat option on the home page is helpful for the
customer by answering them for their issues. It also provides the advice to the customers
according to their needs and interest.
 Cost efficient: customer chat is cost efficient because of increasing the value of the
purchasing the products by the customers. Increase the confidence of the customer by
provides support from select the product to provide service of the product.
 Improve customer service by transcripts offer data: analyze the data from the
company website and from digital channels that work in the installation of the business
with a program of live chat. This program provides chat transcripts to identify the points
of the customer (Hinigman, 2013).
1.3 Produced a specification for the agreed project:
Introduction: As I have selected the project on Online Chat Customer Service for the music
website of Bandcamp organization. This section includes the issues of the project with its
objectives and methods.
Problem: the Bandcamp organization needs to initiate email service for the members who are
registered on the website. The organizations want to improve the chat service with provide more
information and increase the sell.
Objectives and methods: the objective includes the review of the company with the process of
creating and initiating the email service. These objective and methods are would complete in
various phases and also includes the GUI with the login system.
Phase One:
Conduct the meeting with the project manager
Design the project and approve it

Figure 1: Phase 1
Phase Two:
Fulfil the user, server and system requirement
Select and train the team with the proper skills
Figure 2: Phase 2
Phase Three:
Design and develop the chat box
Test the chat box
Figure 3: Phase 3

Cost Status and details:
Figure 4: Cost Status and Details
1.4 produces an appropriate project plan for the agreed project:
Project Plan: The project plan for the Bandcamp music website is starts with the
implementation and planning or the information. The next step is the requirement of the project
plan. The project plan is created on the software that is called as MS project. Also, include the
step of HR management to developing the chat service.

Figure 5: WBS for Bandcamp Website
Work Breakdown structure: the structure of WBS is used to manage the different section of a
project of an organization. PMBOK (Project management body of knowledge) is used to define
the structure of break down as the “deliverable-oriented hierarchical decomposition of the work
to be executed by the project team.” The above WBS diagram of the Bandcamp organization
includes the task name with time and cost of it. It includes the various steps in the project
management like,
 Planning and collect the information
 Requirements
 HR Management
 Develop Chat Service
 Testing and implement the Chatbox
Feasibility Study: A process of evolution and analysis of a project to determine its technically
feasible. It includes the estimated cost of the project that will be profitable. It also includes the
market gap, product safety and research of the market.
SDLC: it is a conceptual model that used in the management process of a project. It defines the
stages and the tasks of each step and develops the software. The software development lifecycle
has different steps of it like, planning, defining, designing, building, testing and deployment.
Gantt chart: The Gantt chart includes the complete details of a project with the days, date, and
completion of the cost of completes the project and collects the information. It used to define the
requirement within scheduling days. The screenshots of the Gantt chart is given.

Figure 6: Gantt chart

LO2: Be able to implement the project within agreed procedures and to
specification:
2.1 match resources efficiently to the project:
Resource plan: Create the resource plan for each task and give it a name. This resource plan has
the human resources or the people. Each resource has a fixed time for each task.
Human resources/people: Resources are defined for each task as follows:
 Project manager
 Web developer
 HR Manager
 Developer
 Testing Engineer
 Maintenance Engineer
Time allocation for each task: Allocation of the time for each task is divided according to it.
Resources work each day of the week except Sunday and this can be changed through the change
of working time. Working hours can also be set by the project settings.
Breakdown especially: breakdown can be used after each task and can be allocated as the same
as the task.
Cost of resources: the cost of resource defines as per the hour as the screenshot uploaded.
Figure 7: Resources
The above image includes the name of the resources with their type of work and initials. It also
contains the standard rate of each resource that converted into the actual cost of the project. The
use of each resource is different from each other as the Project manager is the head of the project
and handle the issues of the project. The next resource web developer is used to complete the

process of development of the website as well as the chat board of the site. HR (human resource)
manager has the responsibility to handle the resources of the project. Allocate the work to them
and do the survey in a time period. HR manager is also responsible for a failure in an
organization because he is the only person who connects to each resource of the company.
The developer is another resource of the Bandcamp organization. It is different from the web
developer like as the GUI developer, designer and database developer or related to other sections
of the website. Sometimes, the organization needs more than one developer for each task and
operations.
A testing engineer hired to test the complete system with its proper configuration of the user
requirement. It tests the components with the hardware and networking devices and tests the
software configuration
Maintenance engineer has a responsibility to maintain the hardware and software programs
according to the user requirement. The maintenance engineer also implements the project and
check the user requirement fulfil or not. In the other side, chat operator has the work to chat with
the client on when the user opens the website.

2.2 undertake the proposed project in accordance with the agreed
specification:
The Bandcamp organization required the project on the online chat customer service to
initialization of the chat board on the company website. The implementation of the chat service
required some more characteristics on the website. The chat board requires the GPS service and a
better internet connection. The rating of the users also an important part of the chat service.
Some requirement also needs to apply for the implementation of the proposed project, these are
discussed below;
 Implementation of the requirement:
 Integration of the GPS on the device for the security purpose
 Increase the sale of the organization by the chatting with the user
 Easy to search and solve the user’s issues with the implementation of the online chat
customer service.
 Required the payment gateway for making the payment of music buyers from the
website.
Management of communication:
The communication required between each of the resources of the organization for completing a
task with the proper coordination. The resources are like, project manager, engineers and
developers used to communicate many times for different tasks.
Time management:
Decide the time with the use of Gantt chart and WBS for execution a task in the given time. Take
the total time of approx. one month to complete this project of online chat customer service for
the website of Bandcamp.
The project complete the specification of the project acceding to the user requirement with the
use of different components like quality management, management of issues, risk management,
management of communication on the basis of the specification.

2.3 organize analyses and interpret relevant outcomes:
The relevant outcomes of the online chat customer service are explained below with the use of
Log Book.
Log Book:
A book that keeps the details and records of an event or related to something within a period of
time is known as a log book. Here the log book of the project of Online chat customer service is
represented a follows:
Task Week
1
Week
2
Week
3
Week
4
Week
5
Week
6
Week
7
Week
8
1. Selection of Project Yes
2. Design of project with
the collection of data
Yes Yes
3. Requirement of project Yes Yes Yes Yes Yes Yes Yes Yes
4. Development and
implementation of the
project
Yes Yes Yes Yes
5. Maintenance and
closure of the project
Yes Yes Yes Yes Yes Yes Yes
Functions:
Here the representation of the functions of the implementation of the online chat customer
service with their working as follows:
S.N
.
Functions Working of the function
1. Login Function Provide the login for the user to make a member of the
website.
2. Chat board function Provide the communication between the user and chat
operator
3. Database Design Make database to keep user’s records
4. Connectivity of GPS Detect the location of the device
5. Database GUI Navigate easily the database and make performance easy

Review and Feedbacks of the users:
The reviews or feedback of the three users related to the project is represented here and the
review is given on in the numbers where the number 3 refers as excellent, 2 for the good and 1
for the average.
User 1:
S.N
.
Questionnaire Review
1. The GUI of the website 3
2. Application in use 3
3. Communicate with a chat operator 3
User 2:
S.N
.
Questionnaire Review
1. The process of language selection 3
2. Process of sharing 3
3. Payment service of the website 3
User 3:
S.N
.
Questionnaire Review
1. Security of the payment mode 3
2. User get relevant information 3
3. Payment service of the website 3

LO3: Be able to evaluate the project outcomes:
3.1 use appropriate project evaluation techniques:
PERT: A planning tool for project management that used to calculate the time to complete a
project is called as PERT. It refers as Program Evaluation Review Technique and used to plan
the task of a project and to make an easy schedule with the coordination of team members. PERT
chart is a management tool that used for the coordination of the task with their schedule and
organizing way of a project. The project of the Bandcamp uses the PERT analysis according to
user requirement.
Figure 8: PERT of Bandcamp
Figure 9: PERT Example

PERT analysis: the PERT analysis includes the complete process like a reason to use PERT,
relates methods and the creation of PERT chart. There are different reasons to use PERT in a
project as follows:
 Complete a project on its estimate date
 Find the flexibility
 Risk of gauge on the date of the deadline
 Improve the scheduling of the task (Smartsheet, 2018)
SDLC:
A combination of different phases that used to develop a new hardware or information system is
known as SDLC. It refers to the software development lifecycle. Here the development of the
software is the combination of customer exceptions. SDLC has different stages that are discussed
below:
Feasibility: it used to investigate the problems of the system and find the methods to solve it on
the solutions of the computer-based solution. The contents of the report of the feasibility are as
follows:
 A brief description of the process of system outlining that is going to complete
 A set of the problems of the system
 A set of the objective of the new system
 Consider the description like, legal, social, technical and economical
Design: the design part includes the information about the solutions of alternative problems and
it also includes the information about input, output, user interface, storage of data with the
security procedure and back-recovery.
Implementation: the implementing part includes the normal tests to check the boundaries of the
system. It performs the designing process of the creation of codes.
Testing: the testing phase includes the test of the chat board of the website by the testing
engineers and the testing of the complete website is completed by the users in another way.
Maintenance: maintain and update the content of the website on the user requirement and also
maintain the issues that not found in the process of the testing. Also improve the requirement of
the users according to the working of systems (Revisionworld, 2018).

Figure 10: SDLC

3.2 interpret and analyses the results in terms of the original project
specification:
Resources:
Figure 11: Gantt chart

Figure 12: Process
Figure 13: Time Scale of the Project

Figure 14: Resources of the Project
Figure 15: Cost Status and Details

3.3 make recommendations and justify areas for further consideration:
The recommendation of the project of the online chat customer service on the basis of different
resources and their functional areas like costs, human resources, testing, timescales, are
explained below as:
The significance of the project includes the advantages of the MS Project with the project of
online chat customer service. This service is important to make plans for the organizations. Here
are some other signs of the MS project regarding Bandcamp project.
 MS Project uses to create plans and organizes them in a good plan map for the Bandcamp
organization.
 It used to establish a plan that is in proper schedule according to user requirement.
 It encourages the team to work for the organization and manages the term of integration.
 Control the cost with the use of MS project and complete any project in user budget. It is
also helpful to make changes to any task.
 Also, manage the quality of the project with produce the quality value. The knowledge of
the MS project can be used in any project.
 The current project of the Bandcamp has also the significance of the MS project
(2020projectmanagement, 2018).
The application of the MS project related to the Bandcamp organization includes various tasks
and their time durations. The project includes the starting date of the task with its dependencies.
Milestones are also created with the use of MS project in the Bandcamp project. Toolbars and
icons are created by the MS project for the project of Bandcamp to initialize the online chat
customer service on the website (Landau, 2017).
Implication & limitations of the projects include the different terms like,
It is required to train a person before executing to creating an MS project. This training includes
some features that are important for the process of MS project.
MS Project is not used in a particular industry or area. It can be used in any type of business or
field. There is no collaboration in the MS project and it is the major drawback of the MS project.
The storage of the data of MS project is on a local server or locally because it is not an online
application and the issues of the computability face by the user of MS project (project
management learning, 2018).
The all-over the recommendation of the project of Bandcamp organization includes different
terms like requirement, design, implementation, verification and release. The other factors that
are needed to improve in the Bandcamp organization are like, testing, costs, resources, risks and
others. Some factors of the Bandcamp project from the above need to improve as for the testing

case, use the latest technique and also for maintain in a proper way. Also, create a questionnaire
for the recommendation purpose.
S.N. Questionnaire User 1 User 2 User 3
1. Response to the chat
service
3 3 3
2. User Interface of the
website
3 2 3
3. Payment gateway for the
user
3 3 2
4. Security of payment 3 3 3
5. Customer satisfaction 3 3 3

LO4 Be able to present the project outcomes
4.1 produce a record of all project procedures used:
There are different project phases are included in the selected project of online chat customer
service are as follows:
 Planning and collect the information
 Requirements
 HR Management
 Develop Chat Service
 Testing and Implementing Chatbox
The requirement phase of the online chat customer service includes the purpose, target, future
scope and relevant content. This phase includes the planning phase of the project, in the planning
phase, conduct the meeting under the project manager, after the meeting, collect the information
and design the project under the resource of project engineer, and finally approve the design of
the project in the last step of this phase.
The next phase is the requirement phase that has the user requirement with the server
requirement and system requirement. The contents of this phase are included under the resource
of HR Manager and web developer. They are responsible for any changes in this phase.
The next phase is HR Management which is responsible for the HR Manager. This phase
includes the selection of the team for the coming project of online chat customer service. After
the step of selection of the team, the phase is to develop the team by providing the proper tanning
to them. This tanning has various issues in the so the in the next step, resolve the issues of the
team with providing the proper guidance.
The next phase of the project of online chat customer service is to develop the chat box by the
resource of developer that is also responsible for any changes in this step. The development
included the design and develops part of the project of online chat customer service. The
responsible team resource for this project is the developer and web developer who design and
develop the chat system for the Bandcamp organization.
The final phase of the project of online chat customer service is testing and implementing the
chat box. In the content of this phase, including the step of testing of the chat box that is
complete by the testing engineer and he is also responsible for this phase of the project.

Figure 16: Gantt Chart

Figure 17: Cost Flow of the Project
Figure 18: Task of the Project

Figure 19: Allocate Resource for the project
4.2 use an agreed format and appropriate media to present the outcomes of
the project to an audience:
Here the customer rating of the project of online chat customer service is represented in the
graphical using different elements with the proper rating. In this below graph, the given rating
out of 5 to all the elements, the payment gateway on the project for buy the online music has the
rating 4.5 out of 5 and the security of the website with including the database and payment
gateway includes the rating of 4.3. Same as the chat box has the rating of 4.5 and GUI of the
website and chat box has the rating 4 out of 5. And the last element of customer satisfaction has
the highest rating of 4.6 out of 5.
Payment
Gateway Security Chat Box Website GUI Customer
Satisfaction
3.7
3.8
3.9
4
4.1
4.2
4.3
4.4
4.5
4.6
4.7
Rating
Rating
S.N. Element Function
1. Payment Gateway For the purpose of payment of online music on the
website
2. Security For the security purpose of payment gateway as

well as the database
3. Chat Box Implementation of chat box in the website is the
completion of the project
4. Website GUI Provide the navigation on the website with proper
images and content
5. Customer Satisfaction User give the rating to the newly implemented
system of the chat box
The project evaluation phase includes the different resource of the project with their proper
functions as follows:
S.N. Resource Function
1. Project Manager Manage the complete project with the conduct
the meeting and collect the information
2. Web Developer Complete the requirement of the user, server
and system
3. HR Manager Manage the team with provide training and
resolve these issues
4. Developer Design and develop the chat box
5. Testing Engineer Test the chat box

Conclusion:
Successfully implement the project of online chat customer service on the software of MS
project with the use of various resource and project specification. Created the Gantt chart to
complete the steps of the project, in the part first include and identify the factors of the project. It
also includes the project specification and project plan. The second part includes the resource of
the project with the terms of analyses, organize and interpret. The next part included the
recommendation for the project and produces a record for all the procedures.

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