Detailed Report: Program Management of Amazon's Customer Satisfaction

This report details Amazon's program for enhancing customer satisfaction, encompassing a comprehensive business case analysis, outlining the need for improved customer relations to drive business growth and address product and payment issues. The report identifies key team roles and their responsibilities, including the Program Manager, Sponsor, IT Manager, and Operational Manager. The program's objectives focus on understanding customer behavior, strategizing for business growth, testing new experiences, and personalizing checkout procedures. Assumptions include program completion within budget and time, and active team participation. The report outlines program constraints, including potential schedule slippage and financial challenges. It presents a detailed program management plan, including scope, milestones, and a work breakdown structure. The plan covers change, communication, cost, scope, schedule, risk, and procurement management, ensuring a structured approach to achieving the program's goals within a three-month timeframe and a budget of $846,184. The report concludes with program control and closure plans including verification of scope, status reports, risk logs, post program reviews and stakeholder sign off.

Running head: PROGRAM MANAGEMENT
Program management
Name of the Student
Name of the University
Author’s Note

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Table of Contents
1. Program business case.................................................................................................................2
1.1 Business case.........................................................................................................................2
1.2 Business case analysis team...................................................................................................3
1.3 Organizational impact............................................................................................................4
1.4 Program overview..................................................................................................................4
1.4.1 Program description........................................................................................................4
1.4.2 Objectives.......................................................................................................................5
1.4.3 Program assumption.......................................................................................................5
1.4.4 Program constraints........................................................................................................6
1.5 Time needed and budget....................................................................................................6
1.6 Program approval...................................................................................................................7
2. Program management plan..........................................................................................................7
2.1 Introduction............................................................................................................................7
2.2 Program management approach............................................................................................7
2.3 Program schedule and Work breakdown structure................................................................9
2.4 Change management plan....................................................................................................12
2.5 Communication management plan......................................................................................12
2.6 Cost management plan.........................................................................................................16
2.7 Scope management plan......................................................................................................18
2.8 Schedule management plan.................................................................................................20
2.9 Risk management plan.........................................................................................................21
2.10 Procurement management plan..........................................................................................25
3. Program control and closure plan..............................................................................................26
3.1 Verification of scope............................................................................................................26

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3.2 Status report.........................................................................................................................26
3.5 Risk log................................................................................................................................29
3.6 Post Program review............................................................................................................29
3.7 Stakeholder sign off.............................................................................................................30
Bibliography..................................................................................................................................31

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1. Program business case
1.1 Business case
The paper generally focuses on “Amazon” that is an American electronic commerce
company, that is mainly founded by Jeff Bezos in the year 1994. Presently, the company is
known as the reputed internet retailing organization. It is found that the company is facing issues
in meeting the demands of the customers as the organization does not have a strong strategy for
making the customers happy as well as satisfied. It is found that for remaining competitive
within the entire market, the organization needs to work on the ways which are helpful in
creating proper relations with the customers and for making them happy. Therefore, Amazon
wants to work on the behaviour which generally can help in associating as well as deciding over
customer satisfaction such that any issue related with product defect as well as payment can be
resolved effectively and the product can be easily sent back. The step which will be taken by
amazon not only assists in keeping the customers satisfied but also assists in building proper
communication touchpoints with the organization. Furthermore, the company also needs to
properly strategize as well as focus on the growth of the business for providing proper detailed
approach in order to determine issues quite easily. Moreover, the company wants to create as
well as determine experiences that can mainly help in learning as well as testing and this must
work on different stages of personalization for forming recommendations which can provide
proper procedure of checkout. Amazon wants to focus on the experience of the customers in
order to get data about customer obsession for ensuring consistent outperform for getting
detailed data about ACSI customer satisfaction.

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1.2 Business case analysis team
It is found that in order to analyze the business case properly, the team members who are
mainly responsible for the proper analysis as well as creation of WP based Program business
case are mainly listed below:
Role Description
Program manager The Program manager analyzes the business
case properly and have found that
development of proper relations with the
customers in needed for resolving the issues
that the customers faces and for keeping them
happy and satisfied.
Sponsor After analyzing the business case, the
sponsor found that improvement of customers
relation with the organization is needed for
ruling the retail industry and therefore they
provided the needed funding for the program.
IT manager IT manager generally identifies the steps that
they can generally take for achieving the
objectives effectively. They also determine
various types of new experiments which
Amazon can do in order to test whether those
steps are effective enough for making the
customers happy.

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Operational manager They generally plan and take proper strategy-
based decisions for developing, implementing
as well as reviewing a number of operational
procedures as well as policies that are further
helpful in the development of a program for
providing proper customer satisfaction as well
as for increasing the revenue of the
organization.
1.3 Organizational impact
The organization must develop a program where they can be able to identify the
behaviour that is needed for associating as well as deciding over the customer satisfaction. This
is mainly required so that if any product have defects or have high cost can be sent back easily.
By satisfying the customers, the company can be able to achieve proper growth within the
business that not only helps in increasing revenue of the organization but also helps them in
becoming as one of the strongest retail company. Furthermore, customer satisfaction is identified
as a significant key points of differential which mainly assists in attracting new customers within
the business environment that is very much competitive.
1.4 Program overview
1.4.1 Program description
The paper mainly focuses on organizing a program by Amazon that mainly focuses on
improving customer satisfaction and for building communication touchpoints with the
organization for improving growth of the organization in the market. The company also wants to
properly strategize as well as focus on the growth of the business by giving a detailed approach

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for determining issues properly. Within this program, very much new as well as simple
experiences are identified for undertaking testing whether the steps would be helpful in
improving satisfaction or not. Furthermore, the testing will be done on the various
personalization stages which further can helpful in forming a number of recommendations.
Moreover, the organization also wants to focus on the customer experience which can provide a
number of customer obsession that further ensure consistent outperform which can successfully
detail out information about the ACSI satisfaction of the customers.
1.4.2 Objectives
The objectives of the program are mainly listed below:
 To work on various type of behaviour which generally helps in deciding over customer
satisfaction
 To strategize as well as focus on the growth of the business for providing detailed
approach in order to determine issues
 To create and determine a number of experiences that can be helpful in testing as well as
learning
 To work on a number of personalization stages which generally can form a number of
recommendations for the entire checkout procedure
1.4.3 Program assumption
 As per the assumption, it is found that if proper improvement within customer
satisfaction occur then Amazon will be able to achieve business growth that will further
enhance revenue of the organization.

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 The program manager also makes an assumption according to which the program will
be completed within the budget and time which is mainly developed within the initial
plan of the program.
 The program manager also made an assumption and as per that assumption, it is found
that the team members will remain quite active while undertaking the program and they
will accomplish all the responsibilities that are assigned to them in order to undertake the
program successfully.
1.4.4 Program constraints
The constraints are listed below:
 It is found that if Amazon is unable to organize the program then it will be quite difficult
for the program manager for achieving the objectives of the project within the time that is
decided in the initiation phase.
 If the program schedule is not properly managed then there will be very much high
chance of schedule slippagge which further can cause in the progress of the program.
 If the program faces financial issues, then it will be quite difficult for the program
organizer as well as manager to undertake the program successfully and thus this can
endanger the success of the entire program.
1.5 Time needed and budget
The program manager makes an assumption and as per which the entire program will get
completed within 3 months of time and the commencement of the program will be on 27th March
2020. Moreover, it is assumed that budget of around $846,184 is required for successfully
undertaking the program by avoiding different types of conflicts as well as challenges
effectively.

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1.6 Program approval
Stakeholder Signature
Program manager < Please fill>
Sponsor < Please fill>
IT manager < Please fill>
Operational manager < Please fill>
2. Program management plan
2.1 Introduction
The paper mainly reflects on Amazon which is an electronic commerce company. It is
found that the company aims to organize a program for working on the behaviour that will
further help in associating as well as deciding over satisfaction of the customers. In order to
undertake the program successfully, the company generally wants to strategize as well as focus
on the entire business growth which generally can be helpful in providing a very much detailed
approach for proper identification of the challenges. Within this program, little and simple
experiences are carried out for testing and such steps will generally work different stages of
personalization. Furthermore, the organization needs to properly focus on the experience of the
customers for ensuring consistent outperform which can properly detail out ACSI customer
satisfaction-based rating. It is analyzed that the entire work of the program will be carried out in
3 months by using budget of around $846,184.
2.2 Program management approach
The program manager generally has the entire authority as well as responsibility of
managing the program so that the entire program gets executed as per the program plan. It is

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identified that the entire team of the program will generally consist of a number of personnel
starting from organizer, supervisors, resource manager, financial manager, operational manager,
marketing manager, IT manager as well as program sponsor. The entire program management
plan must be properly reviewed as well as approved by the sponsor and the sponsor also takes
decisions related with the funding that is mainly needed in the program. Furthermore, any type of
delegation of authority needs to be signed by the sponsor as well as program manager.
Scope of the program
In-scope
 Development of program plan
 Creating program teams
 Working on the behaviour which can satisfy the customers
 Strategize as well as focus on the growth of the business
 Determining simple experiences of the program
 Testing the experiences
 Working on various stages of personalization in order to checkout procedure
Out scope
 Facility of training will not be provided to the team
 Suppliers and vendors information will not be discussed in this paper

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Milestones
Milestone Completion date
Milestone 1: Completion of initiation phase Thu 09-04-20
Milestone 2: Completion of planning phase Wed 22-04-20
Milestone 3: Completion of execution phase Wed 10-06-20
Milestone 4: Releasing resources Thu 18-06-20
2.3 Program schedule and Work breakdown structure
The schedule of the program reflects that around 3 months of time will be required in
order to develop a program for working on the satisfaction of customers in Amazon.
WBS Task Name Duration Start Finish
0
Development of program for
ensuring customer satisfaction in
Amazon
3 mons Fri 27-03-20 Thu 18-06-20
1 Initiation phase 0.5 mons Fri 27-03-20 Thu 09-04-20
1.1 Development of business case 2 days Fri 27-03-20 Mon 30-03-20
1.2 Undertaking feasibility study 3 days Tue 31-03-20 Thu 02-04-20
1.3 Hiring stakeholders 2 days Fri 03-04-20 Mon 06-04-20
1.4 Creating charter for the program 3 days Tue 07-04-20 Thu 09-04-20
1.5
Milestone 1: Completion of
initiation phase
0 days Thu 09-04-20 Thu 09-04-20
2 Planning phase 0.45 mons Fri 10-04-20 Wed 22-04-20
2.1 Developing program plan 4 days Fri 10-04-20 Wed 15-04-20

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2.2 Development of resource plan 1 day Thu 16-04-20 Thu 16-04-20
2.3 Development of financial plan 2 days Fri 17-04-20 Mon 20-04-20
2.4
Development of risk
management plan
2 days Tue 21-04-20 Wed 22-04-20
2.5
Milestone 2: Completion of
planning phase
0 days Wed 22-04-20 Wed 22-04-20
3 Execution phase 1.75 mons Thu 23-04-20 Wed 10-06-20
3.1 Selection of venue 3 days Thu 23-04-20 Mon 27-04-20
3.2 Creating program teams 2 days Tue 28-04-20 Wed 29-04-20
3.3
Started working on different
type of behaviour that helps in
satisfying customers
5 days Thu 30-04-20 Wed 06-05-20
3.4
Strategize and focus on business
growth
8 days Thu 07-05-20 Mon 18-05-20
3.5
create and determine simple
experiences
9 days Tue 19-05-20 Fri 29-05-20
3.6 Testing the experiences 2 days Mon 01-06-20 Tue 02-06-20
3.7
Working on different stages of
personalization for checkout process
6 days Wed 03-06-20 Wed 10-06-20
3.8
Milestone 3: Completion of
execution phase
0 days Wed 10-06-20 Wed 10-06-20

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4 Close out phase 0.3 mons Thu 11-06-20 Thu 18-06-20
4.1 Post program review 2 days Thu 11-06-20 Fri 12-06-20
4.2 Stakeholder sign off 1 day Mon 15-06-20 Mon 15-06-20
4.3 Documentation 3 days Tue 16-06-20 Thu 18-06-20
4.4
Milestone 4: Releasing
resources
0 days Thu 18-06-20 Thu 18-06-20
Figure 1: Work breakdown Structure
(Source: Created by Author)

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2.4 Change management plan
Change management is referred as un umbrella that assists in covering different types of
procedures which are mainly implemented for preparing as well as supporting different types of
organizational changes. It is found that different types of changes which occur during the
progress of the program can be properly handled with by utilizing steps which are mainly
elaborated below:
Receiving request for change: When changes are required in the program, then proper
request is created to the manager so that they can review the required changes within the
program effectively (Alexandrova and Kuzmanova 2017).
Carry out change assessment: After the request for the changes are received, it is
necessary to asses those changes which are necessary for making sure that whether the changes
that are mainly needed within the program are required or not.
Preparing and presenting recommendations: If the changes are beneficial for the
program then it will be implemented and the program manager provides approval otherwise, they
reject the change request and this is considered as one of the important steps for managing
changes in the program (Aziz and Curlee 2017).
2.5 Communication management plan
The communication management plan is prepared in order to showcase the flow of
information in the program and how the entire information generally gets distributed. The entire
information flow during the program is showcased in the below table.
Type Objective Medium Frequency Audience Owner Format
Kick off During the Face to Once Program Soft copy of Soft copy

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meeting kick off
meeting, the
main role of
the program
manager to
introduce the
team and
provide them
with proper
information
about the
program
including
objectives,
goals and
more so that
the program
team can be
able to carry
out the work
effectively.
face team and
other
stakeholders
program
requirements
is provided.
of the
program
Program
status
The status
of the
Email Monthly Program
team
Program
manager
Email or
soft copy

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report program
must be
reported by
the program
team as well
as other
stakeholders
in order to
showcase the
progress of
activities,
costs as well
as issues
related with
the program.
members
and PMO
of the
status
report.
Monthly
status
meeting
This
meeting is
mainly
arranged for
reporting the
program
status to the
management
Face to
face
Conference
call
Monthly PMO Program
manager
Soft copy
of the
status
report is
shared.

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of
organization
so that they
can be able
to know the
current
status and
can be able
to do
something is
the program
us behind the
schedule.
Weekly
meeting
Weekly
meeting is
arranged in
order to
discuss the
challenges
that the
program
team faces
while
Face to
face,
Weekly Program
manager
Team
members
Soft copy
of issues
is
provided

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undertaking
the program
successfully
and they
discuss their
problems as
they expect
solutions
from the
higher
management.
2.6 Cost management plan
It is identified that the program manager requires funding of $846,184, in order to
successfully organize the program.
WBS Task Name Duration Cost
0
Development of program for
ensuring customer satisfaction in
Amazon
3 mons $ 846,184.00
1 Initiation phase 0.5 mons $ 3,800.00
1.1 Development of business case 2 days $ 880.00
1.2 Undertaking feasibility study 3 days $ 1,080.00
1.3 Hiring stakeholders 2 days $ 640.00
1.4 Creating charter for the program 3 days $ 1,200.00

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1.5
Milestone 1: Completion of
initiation phase
0 days $ 0.00
2 Planning phase 0.45 mons $ 4,160.00
2.1 Developing program plan 4 days $ 1,760.00
2.2 Development of resource plan 1 day $ 320.00
2.3 Development of financial plan 2 days $ 720.00
2.4
Development of risk
management plan
2 days $ 1,360.00
2.5
Milestone 2: Completion of
planning phase
0 days $ 0.00
3 Execution phase 1.75 mons $ 834,944.00
3.1 Selection of venue 3 days $ 2,400.00
3.2 Creating program teams 2 days $ 2,160.00
3.3
Started working on different
type of behaviour that helps in
satisfying customers
5 days $ 5,480.00
3.4
Strategize and focus on business
growth
8 days $ 305,888.00
3.5
create and determine simple
experiences
9 days $ 10,440.00
3.6 Testing the experiences 2 days $ 501,520.00

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3.7
Working on different stages of
personalization for checkout process
6 days $ 7,056.00
3.8
Milestone 3: Completion of
execution phase
0 days $ 0.00
4 Close out phase 0.3 mons $ 3,280.00
4.1 Post program review 2 days $ 1,680.00
4.2 Stakeholder sign off 1 day $ 400.00
4.3 Documentation 3 days $ 1,200.00
4.4 Milestone 4: Releasing resources 0 days $ 0.00
2.7 Scope management plan
The scope management plan for the program helps in defining a number of processes that
are generally helpful in ensuring that the scope is properly defined as well as mapped (Sanghera
2019). The scope management technique further helps the program managers as well as other
team members to properly allocate proper amount of work that is generally required for finishing
the work. The steps which are taken within the program for achieving successful scope
management are elaborated below:
Planning scope management procedure: In the preliminary step, scope that is created
for scope management generally helps in defining, managing, validating as well as controlling
scope. This helps in adding all the details that the program manager wants to put in the scope so
that the program objectives can be achieved successfully (Kim and Ryu 2019).
Collecting requirements: In this particular step, it is quite necessary to document the
requirement and then manage the expectation of the stakeholders. This is generally desired in

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order to manage the achieve the aims of the program and for handling various categories of
conflicts that mainly occurs. The requirements will further guide the team members so that they
can carry out program objectives effectively.
Defining scope process: In this step, the program scope statement is defined that in
includes all the elements which will be performed in the program and are not performed. This
information is really important in this step, as the higher management can be able to know those
points are excluded from the program (Al-Rubaiei, Nifa and Musa 2018). Furthermore, any
inclusion of point after the scope is defined needs proper scope management.
Creating WBS: This particular step helps in enabling all the list of requirements that are
mainly required in order to carry out the work of the program in a much manageable way. It is
considered as one of the tools that disintegrates work in smaller pieces so that the program work
can be carried out successfully.
Validating scope process: The scope validation generally gets business stakeholders for
signing off the WBS. It further helps in making sure that the entire process is in place in order to
get proper sign off for the deliverables (Alexandrova and Kuzmanova 2017). It is quite worth to
put these entire structures in place so that any questions that are related with the approval of
deliverables can be managed.
Control of scope process: This control procedure is the last step that helps in ensuring
that there is proper change control if the scope requires changes. It further helps in covering
tracking of the entire program from the initiation phase to the close out.

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2.8 Schedule management plan
The program schedule of the program reflects that 3 months of time is enough in order to
carry out the program for ensuring customer satisfaction. The entire schedule that is prepared
needs to be managed properly so that the chances of delay or schedule slippage can get reduced
(Kerzner 2017). Furthermore, it helps in providing guidance as well as direction about the
schedule that needs to be managed within the entire program. The steps that are carried out by
the program manager in order to manage the schedule of the program are mainly listed below:
Planning and defining activities: In the first step, the activities that are needed for carry
out the program are identified as well as planned. This is done by breaking the program activities
into smaller tasks so that the program work can be carried out successfully without facing any
type of issue.
Estimating resources and sequencing activity: After defining as well as planning the
activities of the program, it is necessary to estimate resource for each of the activity so that the
program related work can be carried out successfully (Marchewka 2016). In addition to this, each
of the activities are properly sequenced so that lead and lag in the program can be easily
identified.
Estimation of activity durations: The time which is mainly required for carrying out
each of the program activities are estimated such that the activities gets properly achieved in the
time that is estimated. Furthermore, it is found that bottom up estimation is mainly required for
carrying out estimation successfully (Kerzner 2017).

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Tracking progress: The program schedule must be checked once in a week for avoiding
the problem of slippage and for making sure that the entire program will get successfully
finished in the time that is assumed by the program manager in the initial step.
Reporting status of the program: The status of the program must be reported on a
weekly basis for providing information about progress of the program plan. It helps in keeping
the stakeholders informed on various critical aspects of the program and further allows the
management to take proper action for addressing program related issues and risks.
2.9 Risk management plan
The risk management plan that is mainly prepared helps the program manager in
foreseeing risks, estimates impacts as well as defines responses to the risks. The risk
management plan for the program are mainly listed below:
Risk Id Risk Description Impact Probability Mitigation
1 Budget
shortfall
If the
resources of
the program
are not
properly
managed
during the
program then
the program
can face a lot
of financial
High High It is quite
important to
properly
manage
resources
related with
the program
effectively
for avoiding
the problem
of budget

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challenges
during the
program.
shortfall so
that the
program does
not face any
type of
financial
challenges in
the program
effectively.
2 Schedule
slippage
If the entire
schedule that
is prepared
for the
program is
not tracked
on a regular
basis then the
activities of
the program
can get
slipped from
its initial
planning
High High It is quite
important to
track the
schedule
effectively on
a regular
basis for
avoiding the
problem of
schedule
slippage in
the program.
This also
helps in

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which further
can cause
delay in the
program.
avoiding the
problem of
program
delay.
3 Inexperience
d organizers
Due to lack
of experience
among the
organizers, it
is quite
difficult to
plan the
entire
program
successfully
and therefore
they can face
a lot of
conflicts
while
finishing the
program on
time.
High Medium It is
necessary to
hire
experienced
organizers for
completing
the program
on time for
avoiding
conflicts.
Moreover,
training team
members as
well as
organizers
are also
important for
successfully
finishing the

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PROGRAM MANAGEMENT
program
effectively.
4 Scope creep If the scope
of the
program is
not followed
by the
program
manager then
the chances
of scope
creep is high
and that can
obstruct the
progress of
the program
High High It is
necessary to
manage the
scope of the
program
quite
effectively
for avoiding
the
challenges of
scope quite
effectively.
5 Improper
testing of the
experiences
It is quite
necessary to
test the
experiences
in order to
make sure
that the
Medium Medium It is
necessary to
undertake
proper testing
so that the
experiences
are better

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PROGRAM MANAGEMENT
experiences
are not
enough to
bring
satisfaction
among the
customers.
enough for
brining
proper
satisfaction
among the
customers
quite
successfully.
2.10 Procurement management plan
The procurement management plan helps in providing proper overview of the entire
process requirements which are necessary for managing the procurement of the various types of
identified needs (Fleming 2019). This procedure generally includes proper initiation of request,
proper identification of needs, buying authority, request approval, contract management
responsibility as well as requirements related with contract closure effectively. The steps that are
mainly followed for managing the procurement are mainly elaborated below:
Specification: In this step, the purchasing department communicates with various
program manager for developing as well as approving different items that are essential for proper
program execution.
Selection: In this step, program procurement procedure generally needs to find suppliers
for procuring different types of items as per the specification. The entire department generally
needs to proper set of proper vendor selection criteria that mainly includes a number of measures
including service quality, cost as well as performance (Rane et al. 2019).

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PROGRAM MANAGEMENT
Contracting: They connect with various suppliers on various distribution dates as well as
payment conditions for ensuring timely delivery various ordered items within the program
budget that is stated. It is found that proper conditions need to be listed within the procurement
contract effectively.
Control: Procurement management success generally depends on buying different types
of branch controls for proper delivery of the entire payment procedure. With the help of regular
meeting with different vendors, the entire department can be able to control the entire process for
ensuring successful accomplishment of the program.
Measurement: The final step of the program procurement process generally refers to
proper utilization of the system of performance indicators for measuring the effectiveness as well
as success of entire procedure (Ali 2019). The program manager generally needs to properly set
up proper system for purchasing department that is generally required for measuring the success
of the program. Special meetings as well as workshop should be conducted for viewing the KPIs
as well as performance of procures successfully.
3. Program control and closure plan
3.1 Verification of scope
The scope that is developed in the program is effectively verified for properly
formalizing acceptance of the entire scope of the program with the help of the stakeholders. It
generally needs review of work products as well as results for making sure that all the work that
is related with the program gets completed successfully (Kim and Ryu 2019). Furthermore,
proper scope verification is done at the closure phase of the program for making sure that all the
activities gets completed on time successfully.

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3.2 Status report
The program status report is one of the documents that generally helps in summarizing
the overall progress of the program against the programed plan of the program. The goal of
status report helps in keeping all the stakeholders informed about the progress for mitigating
various types of challenges for ensuring the program within the timeframe that is developed. The
status report that is created helps in reflecting that 27% of the program gets completed by 17th
April 2020.

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PROGRAM MANAGEMENT
Figure 2: Status report
(Source: Created by Author)
3.3 Quality control

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PROGRAM MANAGEMENT
In order to control the program, it is necessary to manage the quality of the program quite
effectively. It is necessary to set proper quality-based standards in the program effectively for
focusing on the different quality standards. It is reviewed from the entire program that proper
quality-based steps are mainly followed within the program for avoiding quality related issues in
the program (Badewi 2016). Furthermore, it is found that operational processes are mainly
utilized for delivering quality of the program properly. Proper steps are mainly taken during
quality management for reviewing the results quite effectively.
3.4 Responding changes
It is found that in order to successfully controlling the program, a number of steps are
taken by the program manager for responding various changes in the program. The steps are
mainly elaborated below:
Setting deadline for changes: If any type of changes is required within the scope of the
program them it is necessary to set proper deadline for the required changes. This deadline is
mainly set so that changes are done within that deadline for avoiding delay in making various
types of changes (Fraser-Arnott 2018).
Deploying program within stages: In this step, the entire program is splited into a
number of alternative stages for active development where a number of systems are generally
placed into production for allowing changes within the program effectively.
Explaining program methodology: The changes that are done within the program
generally depends on the methodology that is mainly used for managing the work of the program
effectively. Therefore, based on the methodology that is used in the program, the changes are
done effectively.

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PROGRAM MANAGEMENT
Keeping touch with the team members: It is one of the sound practices that is mainly
helpful in managing the work of the program for providing an excellent opportunity for gauging
how the team members generally feel about the program (Cameron and Green 2019). If the team
members reach such point that rate of change generally overwhelms them then its time to be a
good time to properly slow things.
3.5 Risk log
Risk Id Risk Impact Probability Status
1 Budget shortfall High High Completed
2 Schedule
slippage
High High In progress
3 Inexperienced
organizers
High Medium Completed
4 Scope creep High High Completed
5 Improper testing
of the
experiences
Medium Medium In-progress
3.6 Post Program review
It is found that the entire program is reviewed successfully at the closure phase of the
program for making sure that all the activities of the program are completed as per the initial
plan. Its main purpose is to properly evaluate whether the objectives of the program are properly
met or not met for determining effective ways so that the entire program can be effectively
completed. After the entire program is reviewed, the manager takes proper decision of
documenting the entire steps that is mainly followed within the program for successfully

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PROGRAM MANAGEMENT
finishing the work of the program successfully. Documentation is mainly done so that the
program manager can get information whenever they need. After documentation, the stakeholder
signs off the entire program and then the resources of the program are released after analyzing
that the entire program gets completed on time.
3.7 Stakeholder sign off
Resource Name Stakeholder sign off
Program manager <Please fill>
Program planner <Please fill>
Organizer <Please fill>
Supervisors <Please fill>
HR manager <Please fill>
Finance manager <Please fill>
Marketing manager <Please fill>
IT manager <Please fill>
Operations manager <Please fill>

33
PROGRAM MANAGEMENT
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