JBH Software Solutions: Customer Service System Upgrade Project Plan

This project management plan details the customer service system upgrade for JBH Software Solutions. The project encompasses a 24-month timeline with a $15 million budget, including training for new associates. The plan covers project overview, business case, risk mitigation, communication plan, and change management processes. Key components include project scope, stakeholders, timeline schedules, objectives, deliverables, and technical resources. The business case outlines project introduction, scope, objectives, and resource requirements. Risk mitigation involves identifying and managing potential risks, while the communication plan ensures effective information sharing. Change management processes are also detailed. The project aims to enhance customer service capabilities and involves various methodologies and tools to ensure successful completion.

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