Project Management Report: Customer Service System Upgrade Project

This report provides a comprehensive analysis of project management methodologies applied to a customer service system upgrade project at JBH Software Solutions. The report details the project background, scope, aims, and objectives, emphasizing the need for an upgraded customer service system and training for new associates. It explores various project management methodologies, with a focus on the agile methodology, and outlines the project's phases, including initiation, planning, execution, monitoring, and closure. A risk mitigation plan is presented, identifying potential risks such as budget overruns and lack of resources, along with corresponding mitigation strategies. The report also includes a communication plan, a scorecard for performance evaluation, a project timeline and schedule, a resource sheet, and a work breakdown structure, demonstrating a structured approach to project execution. The project is estimated to be executed within 24 months, with a budget of $15 million.

Running head: PROJECT MANAGEMENT METHODOLOGIES
PROJECT MANAGEMENT METHODOLOGIES
Name of the Student
Name of the University
Author Note

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Table of Contents
Introduction......................................................................................................................................2
Project background..........................................................................................................................2
Project Scope statement...................................................................................................................3
Project aims and objectives.............................................................................................................3
Deliverables.....................................................................................................................................3
Project management methodologies................................................................................................3
Phases for project.............................................................................................................................4
Risk mitigation plan.........................................................................................................................5
Risks............................................................................................................................................6
Risk mitigation strategies............................................................................................................8
Communication plan........................................................................................................................9
Scorecard.......................................................................................................................................12
Project timeline and schedule........................................................................................................14
Resource sheet...............................................................................................................................18
Work breakdown structure............................................................................................................19
Conclusion.....................................................................................................................................20
References......................................................................................................................................22

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Introduction
The motive of the report is to identify the key concepts that are associated with successful
development of a project. As a senior project manager of JBH software solutions it is important
to evaluate the factors that are associated with proper training towards the new associated. The
project will be carried out for the purpose of ensuring that the customer service area is developed
successfully with all the necessary constraints. With the help of this report it will become easy to
gain knowledge regarding the different components associated with successful upgrading of
customer service system and the way training is going to provided towards the new associates.
Project background
JBH software solutions is an organization in that aims at providing better facilities
towards the customers related to software. The objective is to ensure that the customer service
system is designed and upgraded with proper functionalities so that it can provide better support
towards the customers. With the help of customer service system it becomes easy to increase the
loyalty ratio and also ensures that the overall profit for the organization has also increased
rapidly. In addition to this, through the help of this project training will be provided towards the
new associates so that they can get better knowledge (Baptista et al., 2016). New associates will
be capable of working efficiently in future projects. Thus there is a need to ensure that proper
project management methodologies are used for the purpose of providing better support towards
the project objective.

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Project Scope statement
The project aims at upgrading the existing customer service system completely so that it
becomes easy to improve the overall performance. In addition to this the project will also focus
on providing training towards the new associate while executing the project so that they can get
better knowledge.
Project aims and objectives
The key objective behind developing the project is to ensure that proper customer service
system is designed for the purpose of enhancing the solutions that are offered towards the
customers of JBH software solutions. Secondly, training will be provided towards new
associates.
Deliverables
The project will be carried out in two components that are as discussed below:
 Designing a project for upgrading the customer service system
 Providing training towards the new associates so that the performance can be enhanced
 Project will be executed within 24 months and within the defined budget
Project management methodologies
There are several project management methodologies that are used for the purpose of
successfully executing a project. The different types of project management methodologies
include agile, waterfall, scrum and critical chain project management (Blomquist et al., 2016).
After evaluating the factors associated with project management methodologies, it can be stated

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that agile methodology is best suitable for this project. Project management tools are used for the
purpose of ensuring that the proper tools are used for ensuring that the key components
associated with the project are meeting successfully (Breese et al., 2018). The project is
estimated to be executed within 24 months.
The main objective behind using agile project management is that it maintains the
product quality and ensures that proper customer satisfaction is provided towards the customer
(Chavez, 2018). Agile project management is referred to the iterative approach that is used for
the purpose of managing the software development projects and ensures that every feedback are
evaluated successfully based on the customer requirements (Nuottila, Aaltonen & Kujala, 2017).
The key principles based on which the project will be carried out includes focusing on customer
satisfaction and working on the timescale so that it can be executed within the estimated budget.
Phases for project
The project will be executed in to different phases so that it becomes easy to meet the
project objectives. There is a need to have a proper list of resources and budget before starring
the execution of the project (Eskerod, Ang & Andersen, 2018). The budget that is estimated for
executing the project is $15 Million. The different phases that are associated with the successful
modification of customer service system are discussed below:
 Project initiation: Initiation is the first phase of project management that aims at
describing the key requirements that are associated with the project. Before starting any
project it is important to evaluate the components with the help of feasibility study
(Franková et al., 2016).

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 Project planning: Project planning plays a major role as this helps in understanding the
overall cost, time frame and scope that are needed to be identified before executing the
project (Rasnacis & Berzisa, 2017).
 Project execution: Project execution needs to be managed properly so that it becomes
easy to manage the overall performance. Execution relies on the planning phase so that it
becomes easy to manage the project plan (Hussien et al., 2019).
 Project controlling and monitoring: Monitoring and control are referred to the combined
execution phase that is used for managing the project plan successfully (Kerzner, 2017).
It is important to ensure that every component are managed and organized effectively for
tracking the variations on the basis of cost and time.
 Project closure: Project closure is the last phase of the project that aims at successfully
executing the components and ensuring that all features are communicated successfully
with the key stakeholders and customers.
Risk mitigation plan
Risk mitigation plan is considered as an important aspect as this helps in ensuring that
proper implementation strategies are used for managing the risks. JBH software solutions need to
identify the risks at early stage so that the project can be executed successfully (Meredith et al.,
2017). The types of risks that arises with the project development includes budget overrun,
excessive time, lack of resources, safety risks, improper training facilities, scope creep and
improper management. These risks are likely to hamper the overall execution of the project.
There is a need to manage the risks effectively so that it can generate proper benefits (Mottaeva,
2017).

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Risks
Risk Name Risk description Likelihood Impact Rank
R1: Budget
overrun
The budget
overrun can arise
while executing
the project due to
lack of proper
management and
scheduling of the
project (Müller et
al., 2014).
High High 1
R2: Excessive
time
Excessive time
needed for
executing project
can lead to use of
excessive
resources. This
will lead to a
situation where
project may
hamper.
Medium High 2
R3: lack of
resources
Due to lack of
proper resources it
High Medium 3

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becomes difficult
to manage the
overall project
development
process (Saltz &
Crowston, 2017).
R4: safety risks The risks related
to safety also arise
with the up
gradation.
High Medium 4
R5: Improper
training
The training
procedure lacks
can lead to
hampering the
training that is
provided towards
the new associates.
Improper training
can hamper the
overall
performance.
High high 5
R6: improper
training
Inefficient training
provided towards
High Medium 6

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facilities the new associates
will lead to
hamper their
working in future.
R7: scope creep The scope set at
the first needs to
be followed
strictly. This will
ensure that the
chances of failure
are reduced. The
scope needs full
concern (Baptista
et al., 2016).
High Medium 7
R8: improper
management
The lack of
improper
management
hampers the
project
completion.
Medium High 8
Risk mitigation strategies
The strategies with the risks needs to be mitigated are listed below:

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1. Implementing proper scheduling tool: Proper scheduling tool will help in managing the
project successfully. There is a need to ensure that proper scheduling tool will help in
improving the overall performance of project (Baptista et al., 2016).
2. Setting up management team: With the help of efficient team management it will
become easy to organize the different components related to the project. There is a need
to ensure that an efficient team has been set up for meeting the
3. Scope identification and informing team members: The scope needs to be identified by
the project manager at early stage so that it becomes easy to ensure that the project is
developed based on the requirements. Scope needs to identified and discussed with the
key team members and stakeholders so that they can meet the objective (Suetin et al.,
2016).
4. Appointing efficient trainers: There is a need to appoint efficient trainers so that it
becomes easy to manage the training that is provided towards the new assistant.
5. Using proper budget tool: The proper budgeting tool helps in managing and organizing
the different components of the project. Project overall budget needs to be managed
properly so that it can enhance the performance.
6. Implementing safety measures: Safety measures will provide better working towards the
customers and the members associated with the project.
Communication plan
Communication plan is used for the purpose of ensuring that all the necessary data are
shared with the key stakeholders through proper channels.
Name of meeting or update Participants Purpose Frequency Type

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Project current status and
assistant training
Project
manager,
customer,
stakeholder
and new
assistant
trainees
The purpose
of the
meeting is to
provide
update about
every phase
and review
properly so
that the
chances of
risks or
errors can be
mitigated
Weekly Physical
meeting
Resource allocation meeting Resource
manager, team
member and
quality
manager
Updating the
essential
resources
that are
described by
the
customers
In the starting Physical
meeting
Meeting with stakeholder Stakeholder,
team associates
and
Meeting with
stakeholder
will help in
Monthly Physical
meeting