Project Management Case Study: Singtel's Expansion in Rural Australia

This case study provides a detailed analysis of Singtel's project management plan for expanding and improving customer services in rural Australia. It covers key project elements such as project scope, work breakdown structure (WBS), estimated timelines, resource allocation, cost estimation, quality plan, stakeholder analysis, communication plan, risk management, ethical considerations, and a deployment strategy. The report highlights the importance of effective planning, resource management, and stakeholder engagement in achieving project goals, offering insights into how Singtel aims to enhance its market share and customer satisfaction through strategic project implementation.

Project management
(Case of Singtel)

Executive summary
Project management is the application of knowledge, skills, tools, and techniques that
required for meeting the goals and objectives of the particular project and organizational
standards. The project of Singtel telecommunication organization is about expansion and
improvement of services in the rural areas of Australia. The improvement in the customer
services is the major objective of the project and project team will make efforts to develop
and implement the plan with efficiency to meet the requirements considering the standards.
The project scope for improving and expanding customer services in the rural areas of the
country for Singtel involve the analysis of issues in the telecommunication functions of the
organizational network. According to the timeline of the new project for Singtel
telecommunication organization, the estimated time of the project is 11 months and the
estimated cost of the project would be $67,400.00 as per the scheduling of the tasks and
allocation of resources to complete the tasks.

Table of Contents
Introduction................................................................................................................................1
Project requirements...................................................................................................................1
Project team................................................................................................................................1
Project plan.................................................................................................................................2
Project Scope..........................................................................................................................2
Work Breakdown Structure....................................................................................................3
Estimated time line.................................................................................................................3
Resources need.......................................................................................................................5
Gantt chart and network diagram...........................................................................................6
Estimated cost........................................................................................................................7
Quality plan............................................................................................................................7
Stakeholder analysis...............................................................................................................8
Communication plan..............................................................................................................8
Risk management plan...........................................................................................................8
Ethical issues........................................................................................................................10
Project deployment plan.......................................................................................................10
Project crashing by 2 weeks.................................................................................................10
Project sign-off.........................................................................................................................11
Post project review and recommendation................................................................................12
Conclusion................................................................................................................................12
References................................................................................................................................13

List of tables
Table 1: Team members and skills.............................................................................................1
Table 2: Time line of project......................................................................................................3
Table 3: Risk register.................................................................................................................9
Table 4: Sign off sheet.............................................................................................................11

List of figures
Figure 1: WBS............................................................................................................................3
Figure 2: Gantt chart..................................................................................................................6
Figure 3: Network diagram........................................................................................................7

Introduction
Project management is the application of knowledge, skills, tools, and techniques that
required for meeting the goals and objectives of the particular project and organizational
standards. The major elements of project management activities involve initiating, planning,
executing, monitoring, controlling and closing. The current report will design and develop a
project management plan for Singtel telecommunication organization that is looking to
improve the customer services through the development of the network in the rural areas of
Australia. The organization plays the significant role in the development of communication in
the country and offering the wide range of services. The report will provide information
development plan and elements like project scope; WBS, required resources, cost and risk
factors that cloud influence the operations of the organization. Moreover, the report will
discuss stakeholder, ethical issues and deployment plan.
Project requirements
The project of Singtel telecommunication organization is about expansion and
improvement of services in the rural areas of Australia. The major requirements of the
company for this project involve analysis of networking functions that are lacking in the
particular areas and evaluation of customer feedback about the services to identify the key
issues. The improvement in the customer services is the major objective of the project and
project team will make efforts to develop and implement the plan with efficiency to meet the
requirements considering the standards [1]. Moreover, the non-functional requirements of the
organization through this project involve the arrangement of funds, quality assurance,
communication with the stakeholders and the use of ethical issues. The proper analysis of
these functional and non-functional requirements will be beneficial for the project team to
manage the resources and assign the role and responsibilities to the team members.
Project team
To manage the implement the project of improving and expanding customer services
for Singtel organization in Australia the role of the project team is critical. Following are the
key members of the project team who will coordinate to develop and implement the plan
considering the estimated time and cost that approved by the top management of the
organization:

Table 1: Team members and skills
Team members Skills
Project manager  Planning
 Negotiation
 Scheduling
 Risk management
 Critical thinking
 Communication
 Cost control
Project team (Employees)  Problem solving
 Technical knowledge
 Task management
 Transformative conversation [2]
Line manager  Applying the project standards
 Managing operation
 Monitoring
 Change control
 Development of reports/
Documentation
Administrator  Team management
 Communication
 Managing support and provision
 Review the job objectives of
individual
 Handle vendor and supplier [3]

Project plan
Project Scope
The project scope for improving and expanding customer services in the rural areas of
the country for Singtel involve the analysis of issues in the telecommunication functions of
the organizational network. The improvement in services areas and existing network will help
the organization to increase the share in the market by gaining the competitive advantage
through best services. The project team will review competitor activities and operational
strategy for implementing the changes in the existing approach of the organization and
develop the plan [4]. This kind of actions will help the organization to meet business goals
and objectives and increase the customer satisfaction. The project scope will have concern
over project requirements and capacity of the organization to increase the level of services.
Work Breakdown Structure
Figure 1: WBS
The Work Breakdown Structure (WBS) is essential for developing the activities plan
and consideration of subtasks that required for implementing the plan for Singtel. The WBS
of the project of improving and expanding the telecommunication services for customer in
Australia for Singtel involve planning, requirements analysis, finance, human resources
training, and technical assistance and implementation of the plan. Further activities according
Project
Planning
Activities
Resources
Risk
Requriments
analysis Finacne
Fund allocation
Human resoruces
Trianing
Techical
assistance
Implmentation of
technical tool
Monitoring of
functioning
Analysis of
feedback Closing

to WBS are monitoring, analysis of feedback regarding new services and the closing of the
project [5]. Moreover, the WBS shows the sequence of the activities for managing the whole
project.
Estimated time line
Table 2: Time line of project
Task Name
Durati
on
Sta
rt
Fini
sh
Predeces
sors
Resource
Names Cost
Project
13
mons
M
on
17-
09-
18
Fri
13-
09-
19
$84,800
.00
Planning
4
mons
M
on
17-
09-
18
Fri
04-
01-
19
Project
manager
$36,000
.00
Activities 1 mon
M
on
17-
09-
18
Fri
12-
10-
18
Project
team
$2,400.
00
Resources 1 mon
M
on
15-
10-
18
Fri
09-
11-
18 3
Project
manager
$4,800.
00
Risk
2
mons
M
on
12-
11-
18
Fri
04-
01-
19 3,4
Project
manager
$9,600.
00
Requireme
nts analysis 1 mon
M
on
07-
01-
19
Fri
01-
02-
19 2,5
Administr
ator
$3,200.
00
Finance
1
mon
M
on
04-
02-
19
Fri
01-
03-
19 6
Project
manager
$8,000.
00
Fund
allocation
1 mon M
on
04-
Fri
01-
03-
5,6 Administr
ator
$3,200.
00

02-
19 19
Human
resources
2
mons
M
on
04-
02-
19
Fri
29-
03-
19 6
Line
manager
$16,800
.00
Training 1 mon
M
on
04-
02-
19
Fri
01-
03-
19 5,6
Line
manager
$4,000.
00
Technical
assistance 1 mon
M
on
04-
03-
19
Fri
29-
03-
19 8
Project
manager
$4,800.
00
Implement
ation of
technical
tool
2
mons
M
on
01-
04-
19
Fri
24-
05-
19 10,11
Project
team
$4,800.
00
Monitoring
of
functioning
2
mons
M
on
27-
05-
19
Fri
19-
07-
19 12
Line
manager
$8,000.
00
Analysis
of feedback 1 mon
M
on
22-
07-
19
Fri
16-
08-
19 13
Administr
ator
$3,200.
00
Closing 1 mon
M
on
19-
08-
19
Fri
13-
09-
19 14
Project
manager
$4,800.
00
According to the timeline of the new project for Singtel telecommunication
organization, the estimated time of the project is 13 months and major activities are planning,
requirements analysis, fund allocation, human resources training, and technical support for
installation of the equipment and server for the new network. After the proper planning and
training, the project team will implement the project according to plan. The line manager will
monitor the approach and progress of the project and communicate with the project manager

to resolve the issues to achieve the goals and objectives [6]. After the analysis of feedback,
the project manager will close the project considering the approval of the top management
team of the Singtel.
Resources need
For the development and implementation of the project for improving and expanding
the customer services in rural areas of Australia for Singtel, the project manager will analyze
the resources requirements to arrange them as per the needs. The major resources that
required for managing and completing the project of Singtel involve human, financial,
technical resources. The project manager will analyze numbers of skilled human resources to
implement the technical and network equipment for the improvement of services. The
financial resources are necessary for the purchasing of the equipment and offering the salary
to the project team members [7]. The top management of the company will provide the funds
according to requirements. Moreover, technical resources will include server, wires,
computer systems, and networking tools to improve the services. The proper estimation of
units of the particular tool will be evaluated by the team members according to areas
coverage and expansion of services.
Gantt chart and network diagram

Figure 2: Gantt chart
This chart is offering detail about the connection of activities for completing the
project of improving the customer services. The Gantt chart is also helping to understand the
resources that will handle the particular activity and time duration for completing the tasks.
The project manager will review and finalize the operations according to process.
Figure 3: Network diagram
The network diagram is offering detail about the operational activities that are
considered for managing and completing the project functions. The major activities according
to network diagram involve planning of operations including activities, risk, and resources for
the project [8]. Moreover, requirements analysis, fund allocation human resource training and
support also play the vital role in project management and completion. Apart from that,
monitoring and implementation of the project plan is also essential elements of the current
project.
Estimated cost
The estimated cost of the project would be $84,800.00 as per the scheduling of the
tasks and allocation of resources to complete the tasks. The project manager will review the
cost for particular operation and allocate the funds as per the requirements [9]. The project
team will try to complete the project according to determined cost and look for optimum

utilization of resources to improve the efficiency in development and implementation of the
project.
Quality plan
The quality plan for the project of customer services improvement will include the
consideration of ISO standards in the selection of the tools and equipment that used for
installing the new server and network. The project manager will be responsible for analysis
and checking of the quality standards for tools. Moreover, the quality management planning
for the project will include the quality control measurements for human resources and the
implementation of technical tools [10]. The line manager will monitor the approach of
individual team member and provide the support to manage the things as per the required
standards for telecommunication. Apart from that, testing of the tools before undertaking the
operation will increase the quality of the project of Singtel.
Stakeholder analysis
The key stakeholder for the project of Singtel involves top management of the
company, project manager, team members, and line manager and administrator team as
internal stakeholders. The external stakeholders that will contribute to project are a supplier,
government authorities for telecommunication department and environmental groups. These
are key stakeholders who will influence the project activities and decision making about the
project [11]. The coordination and support of these stakeholders will increase the success of
the project in terms of cost and time management as well development of quality
infrastructure. The project manager will use stakeholder mapping tools for engaging
stakeholders.
Communication plan
The communication of data and information related to project activities, standards,
and fund allocation, as well as utilization, will be done through the online tools like emails
and phones. The project manager will offer information through emails that will help to track
the progress and contribution of the individual. Apart from that, communication with line
manager and administrator team will be done through meeting and video conferencing for
long distance [12]. This kind of approach for communication will help to meet the goals and
objectives more effective manner by offering and collecting the real-time information.

Risk management plan
The risk management plan for the project will be as follows:
Identification of risks: The proper analysis of potential risks such as technical failure,
shortage of skilled human resources, lack of funds and natural disasters will help to develop
the plan and review of the causes to develop the strategy.
Analyze the risks: The analysis of risks will be done according to project requirements and
focusing on the approaches that will be used for managing the project. The project manager
and technical team will be responsible for the analysis of risks.
Prioritize risk:
Table 3: Risk register
1.Unpredictable
Risks
2. Legal Risks
3. Predictable
Risks
4. Non-
Technological
Risks
5. Technological
Risks
6. Health and
safety
7. Finacial risk

8. Contract
9. Shortage of
labor
10. Availability
of material
Action plan: The risk management process for this project, the project manager will use the
adoption and mitigation strategies [13]. Additionally, the proper communication and training
to the team members will overcome the possibility of delay and improvement in the cost.
Ethical issues
The major ethical issues that could influence the progress of the project for
improvement in customer services and network coverage areas of Singtel are accountability
and conflict of interest as well as the health and safety concerns. The project manager will
make concern over these issues and provide the essential guidelines to improve the safety of
workers to install the technical equipment at high points and electricity functions [14].
Moreover, the proper interaction with team members will overcome issues of conflict of
interest.
Project deployment plan
The deployment plan will involve activities like testing period of 20 days after the
implementation of new tools and technical equipment in the selected areas. The project team
will conduct analysis about quality, customer satisfaction, and issues in the initial stage of
new services provision [15, P. 1377-1392]. This kind of approach will help to encourage the
effectiveness of project and achievement of goals and objectives in the proposed manner.
Project crashing by 2 weeks
Project crashing can be defined as a process for reducing the total duration of the
whole schedule. Project Manager of this project wants to reduce the duration by 2 weeks.
Current total duration of the project is 52 weeks. So, project crashing by 2 weeks is as
follows:
Task Name Duratio Start Finish Predecessor Resource Cost

n s Names
Project 49.79
weeks
Mon
9/17/18
Thu
8/29/19
$90,400.0
0
Planning 20
weeks
Mon
9/17/18
Fri
2/1/19
Project
manager
$44,000.0
0
Activities 1 month Mon
9/17/18
Fri
10/12/1
8
Project team $2,400.00
Resources 1 month
Mon
10/15/1
8
Fri
11/9/18 3 Project
manager $4,800.00
Risk 2
months
Mon
11/12/1
8
Fri
1/4/19 3,4 Project
manager $9,600.00
Requirements
analysis
1 month Mon
1/7/19
Fri
2/1/19 5 Administrato
r $3,200.00
Finance 4 weeks Mon
2/4/19
Fri
3/1/19 6 Project
manager $8,000.00
Fund
allocation 1 month Mon
2/4/19
Fri
3/1/19 5,6 Administrato
r $3,200.00
Human
resources 8 weeks Mon
2/4/19
Fri
3/29/19 6 Line
manager
$16,800.0
0
Training 1 month Mon
2/4/19
Fri
3/1/19 5,6 Line
manager $4,000.00
Technical
assistance 1 month Mon
3/4/19
Fri
3/29/19 8 Project
manager $4,800.00
Implementatio
n of technical
tool
2
months
Mon
4/1/19
Fri
5/24/19 10,11 Project team $4,800.00
Monitoring
of functioning
3.45
months
Mon
4/1/19
Thu
7/4/19 12SS
Line
manager ,Pro
ject manager
[29%]
$8,800.00
Analysis of
feedback 1 month Thu
7/4/19
Thu
8/1/19 13 Administrato
r $3,200.00
Closing 1 month Thu
8/1/19
Thu
8/29/19 14 Project
manager $4,800.00
Project sign-off
Table 4: Sign off sheet
Project name Telecommunication customer services
improvement in rural areas of Australia
Project manager XXXX

Start date Mon 17-09-18
Completion date Fri 19-07-19
Duration 11 months
Sponsor Singtel
Project goal:
To improve the network coverage and customer services for Singtel in rural areas of
Australia.
Deliverables:
 Develop quality infrastructure
 Improve customer services
 Manage network issues
Team members:
 Administrator
 Line manager
 Project team (Employees)
 Project manager
Client:
Singtel
Project manager signature Date
Sponsor signature Date
Post project review and recommendation
The project was completed according to standards and requirements that proposed by
the client organization Singtel and the activities were managed according to given time and
cost. The issues that find in the project are lack of communication and quality control that has
affected the progress of the project. Now, to overcome the issues in the project, it

recommended that the line manager needs to improve the schedule of reviewing the task and
offer the training and support in real time [16, p. 772-783].
Conclusion
From the study, it has been carried out that project management is an essential tool for
getting the success in the project. The report has provided information about project WBS
and a timeline for completing each task. Moreover, the report has discussed risk management,
quality control and ethical issues that have the significant impact on project standards and
achievement of objectives.

References
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[15] Joslin, R. and Müller, R., Relationships between a project management methodology and
project success in different project governance contexts. International Journal of Project
Management, 33(6), 2015. pp.1377-1392.
[16] Todorović, M.L., Petrović, D.Č., Mihić, M.M., Obradović, V.L. and Bushuyev, S.D.,
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management. International Journal of Project Management, 33(4), 2015. pp.772-783.