Project Management Just For Project Managers

Running head: PROJECT MANAGEMENT
Project management plan
Name of the Student
Name of the University
Author’s Note

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PROJECT MANAGEMENT
Table of Contents
1. Project Overview.........................................................................................................................2
1.1 Project background and description.......................................................................................2
1.2 Project scope..........................................................................................................................2
1.3 Key stakeholders....................................................................................................................3
1.4 High level timeline schedule.................................................................................................4
2. Business case...............................................................................................................................8
2.1 Executive summary...............................................................................................................8
2.2 Introduction............................................................................................................................8
2.3 Project scope..........................................................................................................................8
2.4 Inclusion................................................................................................................................9
2.5 Exclusion...............................................................................................................................9
2.6 Objectives..............................................................................................................................9
2.7 Key milestones.....................................................................................................................10
2.8 Deliverables.........................................................................................................................10
2.9 Technical resources.............................................................................................................11
2.10 Funding schedule...............................................................................................................11
2.11 Assumptions, constraints and risk management issues.....................................................13
2.12 Proposed solution and changes..........................................................................................14
2.13 Recommendations..............................................................................................................14
3. Risk mitigation...........................................................................................................................15
3.1 Executive summary.............................................................................................................15
3.2 Identified risks.....................................................................................................................15
3.3 Risk matrix...........................................................................................................................16
3.4 Risk management plan.........................................................................................................16
3.5 Risk tracking........................................................................................................................19
4. Project communication plan.....................................................................................................20
4.1 Project communication table...............................................................................................20
4.2 Team structure.....................................................................................................................23
5. Change management process.....................................................................................................24
5.1 Project closing executive summary.....................................................................................24
5.2 Scorecard.............................................................................................................................24
5.3 Methodologies and tools......................................................................................................27
Bibliography..................................................................................................................................29

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1. Project Overview
1.1 Project background and description
JBH software solutions is a company that mainly aims to upgrade its total customer
service system so that they can be able to provide proper and efficient services to the customers.
In addition to this, the organization also wants to train the new associate during the progress of
the project. The upgradation of the entire system will be done in 24 months by using budget of
around $15 million. Moreover, in order to complete the system upgradation successfully, the
upper management of the organization is looking for proper guidance from the senior project
manager.
The project plan that is developed for the organization JBH software solutions in order to
upgrade its customer service system, it is necessary to include documentation including business
case, communication plan, scope statement, risk mitigation plan as well as project timeline.
Furthermore, the paper also elaborates different types of methodologies as well as tools that are
mainly utilized for successfully managing the project.
1.2 Project scope
The scope of the project is to upgrade the entire customer service system of JBH software
solutions for providing better services to the customers. Additionally, the project scope also
includes training sessions for the new associate of the organization during the time of project
progress. Furthermore, the upgradation of the system will need time span of 24 months starting
from 03-09-20 to 01-07-22.

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1.3 Key stakeholders
Internal stakeholder
The internal stakeholders who are involved with the customer service system upgradation
are mainly listed below:
 Management team
 Customer service team
 Project manager
 IT team
 Application manager
 Database administrator
 Tester
 Financial manager
External stakeholder
The external stakeholders are listed below:
 Data Warehouse
 Sponsor

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1.4 High level timeline schedule
The timeline schedule that is given below for upgrading the customer service system of
JBH software solution generally reflects on activities, sub activities, starting date, completion
date as well as project resources that are associated with the project.
WBS Task Name Duration Start Finish
Resource
Names
Cost
0
Customer service
system
upgradation for
JBH Software
Solutions
24 mons 3/9/2020 1/7/2022 $ 15,000,000.00
1 Initiation phase 4.85 mons 3/9/2020 7/21/2020 $ 46,280.00
1.1
Business case
development
22 days 3/9/2020 4/7/2020 Project manager $ 9,680.00
1.2
Feasibility
study
25 days 4/8/2020 5/12/2020
Financial
manager
$ 7,400.00
1.3
Establishment
of charter
30 days 5/13/2020 6/23/2020
Management
team, Project
manager
$ 22,800.00
1.4
Appointing
project team
1 mon 6/24/2020 7/21/2020
Management
team
$ 6,400.00
1.5 Milestone 1:
Completion of
0 days 7/21/2020 7/21/2020 $ 0.00

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initiation phase
2 Planning phase 7.6 mons 7/22/2020 2/18/2021 $ 61,600.00
2.1
Development of
project plan
2 mons 7/22/2020 9/15/2020 Project manager $ 17,600.00
2.2
Resource plan
development
25 days 9/16/2020 10/20/2020
Management
team
$ 8,000.00
2.3 Financial plan 30 days 10/21/2020 12/1/2020
Financial
manager
$ 8,880.00
2.4
Development of
quality plan
27 days 12/2/2020 1/7/2021
Management
team
$ 8,640.00
2.5
Development of
risk management
plan
30 days 1/8/2021 2/18/2021
IT manager,
Management
team
$ 18,480.00
2.6
Milestone 2:
Completion of
planning phase
0 days 2/18/2021 2/18/2021 $ 0.00
3 Execution phase 10.5 mons 2/19/2021 12/9/2021 $ 14,880,640.00
3.1
Developing
design for the
upgraded system
45 days 2/19/2021 4/22/2021
Data Warehouse,
IT manager
$ 28,440.00
3.2 Coding 40 days 4/23/2021 6/17/2021 Application
manager,
Customer
$ 4,019,656.00

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service team,
Software [1]
3.3
Database
development
30 days 6/18/2021 7/29/2021
Database
administrator
$ 9,360.00
3.4 Code validation 30 days 7/30/2021 9/9/2021
Application
manager, Data
Warehouse
$ 19,680.00
3.5
Adding project
features
45 days 9/10/2021 11/11/2021
IT manager,
Management
team, Hardware
[1]
$ 3,794,384.00
3.6
Training team
members
1 mon 11/12/2021 12/9/2021
Additional cost
[1], Trainer
$ 7,005,920.00
3.7 Testing 10 days 11/12/2021 11/25/2021 Sponsor, Tester $ 3,200.00
3.8
Milestone 3:
Completion of
execution phase
0 days 11/25/2021 11/25/2021 $ 0.00
4 Closure phase 1.55 mons 11/26/2021 1/7/2022 $ 11,480.00
4.1
Post project
review
10 days 11/26/2021 12/9/2021 Project manager $ 4,400.00
4.2
Stakeholder
sign off
2 days 12/10/2021 12/13/2021
Management
team
$ 640.00
4.3 Documentation 15 days 12/14/2021 1/3/2022 Customer $ 4,680.00

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service team
4.4
Releasing
stakeholders
4 days 1/4/2022 1/7/2022 Project manager $ 1,760.00
4.5
Milestone 4:
Completion of
closure phase
0 days 1/7/2022 1/7/2022 $ 0.00
2. Business case
2.1 Executive summary
The paper mainly focuses on the upgradation of customer service system for JBH
software system. It is found that the company also wants to provide training facility to the new
associates during the time of project progress. The business case which is developed for the
project generally reflects introduction, project scope, objectives, key milestones as well as
different types of resource related requirements so that the project manager can use such
information and details during the execution of the project.
2.2 Introduction
 Project name: Upgradation of customer service system for JBH software solutions
 Project sponsor/ Executive: CEO of JBH software system
 Project manager: <Please fill>
2.3 Project scope
JBH Software solutions undertakes customer service system upgradation within 24
months and it is found that the project will commence on 8th March 2020 and will get completed
by 7th January 2022. The amount of money that is required for upgrading the customer system

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software will be around $15 million. Furthermore, it is identified that the funding will be
allocated to each of the department at the beginning of each quarter so that they can handle both
upgradation as well as training of new associate at the same time.
2.4 Inclusion
The inclusion of this particular project is proper upgradation of customer service system
for JBH software solutions in order to provide proper facility of customer service to the clients.
In addition to this, new associate who are hired by the organization are also trained at the same
time. Furthermore, the senior project manger is assigned a role for providing guidance as well as
best practices within the entire lifecycle of the project.
2.5 Exclusion
The exclusions are:
 Information and details about the hardware and software vendor are not included in the
project report
 Secondly, personal details of the new associates are not shared with the help of the
project plan report as they are no training period.
2.6 Objectives
The objectives are:
 To upgrade the entire customer service system for JBH software solutions company in
order to provide better customer service.
 To complete the work of upgradation within 24 months’ time span by using $15 million.
 To train the new associates during the progress of the project by taking guidance from
senior project manager.

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2.7 Key milestones
Milestones Project completion date
Milestone 1: Completion of initiation phase Tue 07-21-20
Milestone 2: Completion of planning phase Thu 02-18-21
Milestone 3: Completion of execution phase Thu 11-25-21
Milestone 4: Completion of closure phase Fri 01-07-22
2.8 Deliverables
The project deliverables are listed below:
 Development of business case for including details of the project
 Hiring the new associates for the upgradation of the customer service system
 Establishing project charter and project plan that includes details about the scope, time
and budget of the project.
 Requirement analysis of hardware, software as well as firmware that are utilized for
upgradation of customer service system
 Developing proper design for the newly upgraded system
 Providing facility of training to the new associates about the new software
 Undertaking the work of coding, code validation as well as updating the features within
the system for upgrading it.
 Conducting testing for reviewing whether the upgraded system is working properly or
not.
 Undertaking post project review for making sure that the undertaken project is
successful.
 Creation of documentation for the project

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2.9 Technical resources
The technical resources that are required includes:
 Computer
 Hard disk
 CPU
 Designing tools
 Online training manual
 Antivirus
2.10 Funding schedule
The table that is given below showcase the funds that is needed for executing each of the
activities of the project for upgrading the customer service system of JBH software solutions and
it is found that $15 million is required.
WBS Task Name Cost
0
Customer service system upgradation
for JBH Software Solutions
$ 15,000,000.00
1 Initiation phase $ 46,280.00
1.1 Business case development $ 9,680.00
1.2 Feasibility study $ 7,400.00
1.3 Establishment of charter $ 22,800.00
1.4 Appointing project team $ 6,400.00
1.5
Milestone 1: Completion of initiation
phase
$ 0.00

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2 Planning phase $ 61,600.00
2.1 Development of project plan $ 17,600.00
2.2 Resource plan development $ 8,000.00
2.3 Financial plan $ 8,880.00
2.4 Development of quality plan $ 8,640.00
2.5
Development of risk management
plan
$ 18,480.00
2.6
Milestone 2: Completion of planning
phase
$ 0.00
3 Execution phase $ 14,880,640.00
3.1
Developing design for the upgraded
system
$ 28,440.00
3.2 Coding $ 4,019,656.00
3.3 Database development $ 9,360.00
3.4 Code validation $ 19,680.00
3.5 Adding project features $ 3,794,384.00
3.6 Training team members $ 7,005,920.00
3.7 Testing $ 3,200.00
3.8
Milestone 3: Completion of execution
phase
$ 0.00
4 Closure phase $ 11,480.00
4.1 Post project review $ 4,400.00

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4.2 Stakeholder sign off $ 640.00
4.3 Documentation $ 4,680.00
4.4 Releasing stakeholders $ 1,760.00
4.5
Milestone 4: Completion of closure
phase
$ 0.00
2.11 Assumptions, constraints and risk management issues
Assumptions
 As per the created assumption, the time span that is required for system upgradation in
JBH organization will be 24 months by utilizing $15million.
 The project team will involve in each of the project meeting and as result they will know
about each step of the project that further make the project successful.
Constraints
 The assigned budget is $15million but if the work that is associated with the upgradation
does not get completed within the budget which is assigned then the project will face
shortage of budget as well as financial crisis.
 Furthermore, the team members are not experienced and therefore they face issues like
improper management of project as well as schedule slippage that further can cause
delay.
Risk management issues

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 As the project managers are not much experienced therefore due to lack of proper
decision-making structure as well as due to improper accountability, the project manager
faces issues in handling project related risks.
 Improper utilization of various types of risk metrics can create challenges in the
management of risks effectively.
2.12 Proposed solution and changes
The different types of solutions as well as changes that are needed for managing the project
related risks are mainly listed below:
 It is necessary to have experienced project manager so that they can take proper decisions
related to the project for handling project associated risks
 Use of proper metrics as well as tools are necessary for handling the risk management
challenges quite effectively.
2.13 Recommendations
In order to undertake upgradation of customer service system, the following steps are
needed to taken by the project manager for achieving success. The steps are elaborated below:
 Proper tracking of the project for making sure that the project is progressing as per the
planned timeline and it will get completed in 24 months of time span.
 Making proper preparation for the project risks by determining the probability as well as
impact of the risk.
 Reviewing the schedule and undertaking audit within the entire project for determining
quality issues are needed so that the project quality does not suffer.

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3. Risk mitigation
3.1 Executive summary
While undertaking the upgradation of customer service system, it is found that a number
of risks can occur. The main aim is to identify the risks in the initial step so that the project
would not get impacted negatively (Rampini, Viswanathan & Vuillemey, 2019). The risks that
are identified are generally evaluated as per their probability and impact so that the project
manager can be able to know the risks that are creating worse impact on the project. After
successful evaluation of project risk as per probability, the risks are effectively treated with the
help of risk management plan. In addition to this, proper communication plan is also prepared for
having proper communication among the project team.
3.2 Identified risks
The risks that are identified are listed below:
Improper testing: If the testers are not much knowledgeable and experienced and as a
result if they are unable to check the upgraded system properly then there will be testing failure
in the project due to which a number of operational challenges can occur (Niazi et al., 2016).
Inappropriate design: The design which is developed for the project needs accurate
information and details about the project and if proper information is not present then due to lack
of information, the system will not be upgraded as per the client’s need.
Budget shortfall: A failure to meet the expectation of the clients due to lack of budget
can cause a lot of issues including obstruction of project progress (Hopkin, 2018). The problem
of budget shortfall mainly occurs if the project managers are unable to use the resources
effectively.

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Delay: Lack of weekly tracking of project schedule can cause project slippage that not
only causes delay in the project but also it is important to extend the completion date of the
project quite effectively.
3.3 Risk matrix
Risk matrix is one of the procedures that is mainly used while assessing the risks for
defining the risk level effectively by considering the carious categories of probability as well as
likelihood against the consequences (Aven, 2016). As per the determined risks above, the risks
are marked in the risk matrix as per the probability and impact of each of the project risk.
Consequence
Likelihood
Negligible Minor Moderate Major Catastrophic
Almost
certain
Improper
testing
Likely Budget
shortfall
Inappropriate
design
Possible Delay
Unlikel
y
Rare
3.4 Risk management plan
Risk Id Risk Consequence Likelihood Mitigation
1 Improper
testing
Moderate Almost certain Testing must
be conducted
by the trained

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testers so that
they can use
their
knowledge
and skills
while
successfully
completing
testing for
avoiding
operational
issues.
2 Inappropriate
design
Major Likely The design
for the updated
system must
be created in
such a way
that few
features can be
easily
incorporated
within the
upgraded

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system and the
project
managers can
be able to
work properly.
3 Budget shortfall Moderate Likely It is quite
important to
manage the
project budget
effectively on
a weekly basis
for avoiding
the problem of
budget
shortfall.
Tracking helps
in keeping
focus on each
of the
expenditure
that is made in
the project.
4 Delay Catastrophic Possible Tracking the

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project
schedule every
week and
minimize the
issue of
project delay
and it also
helps in
providing
proper
information
about the
status of the
project
correctly.
3.5 Risk tracking
Project risk Consequence Likelihood Tracking
Improper testing Moderate Almost certain Resolved
Inappropriate design Major Likely In progress
Budget shortfall Moderate Likely Resolved
Delay Catastrophic Possible Resolved

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4. Project communication plan
To the team,
JHB Software Solutions
Dear team members,
This is to inform you all that we on the behalf of our JHB Software Solutions welcomes
you for becoming the part of the project. We are here to help you all in understanding the main
objective, scope as well as your responsibilities in the project so that you can work as per the
details for meeting the requirements of the client. The project details are provided below:
Objectives: To upgrade the customer service system of JHB software solutions effectively
within 24 months of time span by using $15million.
Thanks & Regards,
4.1 Project communication table
The communication table that is developed includes the details of the fact that are
communicated between the project team for successfully progressing in the project.
Communication Method Goal Audience Frequency
Status report Email The status
report is shared
by the project
manager with
Project manager
and project team
During the
progress of the
project.

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the team
members of the
project so that
they can remain
updated about
the project time
and budget.
Kick off meeting Face to face Kick off
meeting is
mainly arranged
by the project
planners for
discussing the
scope, budget as
well as
objectives of the
project so that
each member of
the project can
get proper
details about the
project for
progressing
Project planner
and team
members
During the
beginning of the
project.

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properly in the
project.
Project update Conference Any type of
challenges or
risks that occur
during the
progress of the
project are
updated by the
team members
to the leaders so
that they can get
proper solution
from their
leaders and can
be able to
progress within
the project.
Team members
and team leaders
Progress of the
project
Project summary Face to face, e-
mail
Project
summary is
documented by
the team leaders
for representing
Project team
leaders and
project manager
At the closure
phase

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the details of the
entire project so
that it can be
used whenever
necessary.
4.2 Team structure
Team members Roles and responsibilities
Project manager They take proper initiative of managing
project from the starting phase and further
undertakes activity as well as resource
planning. In addition to this, they organize as
well as motivates the entire project team.
Management team The management team take proper initiative
of undertaking management related issues for
handling upgradation of customer service
system for the JBH software solutions.
IT manager The IT manager helps in upgrading the
customer service system successfully
undertaking steps including code, code
validation and adding features.
Application manager They generally add different types of features
within the system as per the requirements of
the client in order to upgrade the entire

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system.
Trainer The trainer generally have the roles to train
new associates of the project so that they can
be trained during the project progress
simultaneously.
Sponsor The sponsor provides funds for the project so
that the customer service system can be
upgraded successfully for providing better
services to the customers of the organization.
5. Change management process
5.1 Project closing executive summary
The closing report that is prepared for the project reflects that the upgradation of the
customer service system for JHB Software solutions will be effectively undertaken within 24
months of time span however the budget of the project slightly increases from the planned value.
In addition to this, scorecard is provided for reflecting the entire performance of the project.
Furthermore, different types of methodologies as well as tools that can be utilized in the project
for making the project successful are also elaborated effectively.
5.2 Scorecard
The project scorecard is generally intended to be one of the visual illustrations for
reflecting the project progress. It further helps in giving a quick glance overview of the entire
project. The scorecard for the upgradation of the customer service system is reflected in the
below table:

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Risks
Potential risks
On track
Overall
project
progress
On track Notes:
Component Status Planned Actual Owner/team
Timeline Track The planned
timeline is 24
months
The actual
timeline that
is created
required is24
months and
therefore
project is on
track
Project planner
Project
duration
Track Total 24
months
duration is
planned for
upgrading the
customer
service system.
The duration
of the project
that is needed
for each
activity is
same as the
project
Project manager

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manager
progresses as
per timeline
Budget Risk $15 million is
the planned
budget of the
project
It is found
that $15.5
million is
mainly
required and
this is mainly
because the
budget of the
project is not
effectively
managed
during the
project
progress.
Financial manager
Meeting
frequency
Track Weekly
meetings are
planned for
discussing
about the
challenges that
As per the
initial
planning, the
project
manager
undertakes
Project planner

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PROJECT MANAGEMENT
the project
faces.
meeting
every week
and therefore
it is found
that the
meeting
frequencies
are on track.
5.3 Methodologies and tools
Methodologies
There are numerous types of methodologies are present including agile, PRINCE2,
Waterfall, SCRUM and Kanban. However, in this project, PRINCE2 methodology will be
utilized as it generally disintegrates the project into a number of stages which makes the project
easier to handle. In addition to this, utilization of PRINCE2 helps in improving the
communication medium and further helps in providing proper chance of decision making to the
project manager for making the project successful (Demirkesen & Ozorhon, 2017).
Tools
There are a number of tools within the market and out of such tools few of them ae used
for upgrading the customer service tools and those tools are elaborated below:
 Email: Email is used as a communication channel between different project stakeholders
during the project progress for discussing a views or information related with the project.

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PROJECT MANAGEMENT
 Spreadsheet: This particular software is mainly utilized in this project for preparing the
scorecard that further showcases the project progress (Bjorvatn & Wald, 2018).
 MS Project software: This software is used for creating schedule, budget as well as for
checking the status of the project.

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