Project Management Report: Webhelp Case Study - Project Overview

This report provides a comprehensive analysis of project management principles, methodologies, and their practical application within a business context. The report begins with an introduction to project management, defining its characteristics and the crucial role of a project manager. It then delves into the application of theoretical frameworks and methodologies, specifically focusing on the Prince2 methodology, and demonstrates how this framework can be utilized for successful project execution. The report further evaluates team composition and management, referencing Tuckman's theory of team development. A significant portion of the report is dedicated to the formulation of a project management plan, including risk assessment and mitigation strategies. Finally, it evaluates the factors contributing to project success and failure, providing a holistic view of project management practices. The case study of Webhelp, a business process outsourcing company, is used throughout to illustrate these concepts, making the report a valuable resource for students and professionals seeking to understand and apply effective project management strategies. The report concludes with a summary of key findings and recommendations for best practices in project management.

Project Management

Table of Contents
Introduction......................................................................................................................................1
Define project their characteristics along with role of manager.............................................1
Applications of theoretical frameworks as well as methodologies in project environment...3
Evaluation of composition as well as management of teams.................................................5
Formulation of project management plan...............................................................................6
Measures for control as well as monitor project risks............................................................7
Evaluation of project success and failure...............................................................................9
Conclusion.....................................................................................................................................10
REFERENCES..............................................................................................................................11

Introduction
Project management refers to critical practice which applies knowledge associated with
tools, process, deliverables, techniques and skills with reference to project activities to make sure
that solid path for project is maintained for successful attainment of goals as well as
requirements. Basically, it implies planning, delegation, monitoring along with controlling all the
major aspects related with project to attain overall objectives (Auerbach, Daniels and Urban,
2019). This report is based on Webhelp which renders intelligent, contact centre services and
data let customer services. It was founded by Olivier Duha and Frederic Jousset in 2000 along
with this headquartered in Paris, France. It has become business leader in business process
outsurcing. This report comprises of different aspects related with project, certain frameworks
and their management. Furthermore, it also involves project management plan, risk assessment
and certain perspectives related with their success or failure.
Define project their characteristics along with role of manager.
The temporary venture which exists to furnish defined results is referred to as project.
Each project have their own unique and agreed objectives along with their own project plan,
timescale, budget, tasks and deliverables. This involves people from distinct teams in an
organisation who works together to accomplish a common goal. It provides a great opportunity
for individuals as well as employees that enable them to attain their non-business and business
objectives in efficient way by implementation of changes.
 Definable purpose, result or end-item: This is normally illustrated in context of
schedule, cost along with performance requirements.
 Each project is unique: This needs something distinct which was not done before.
Project is once off, one time activity that never repeats something again.
 Temporary activities: It is ad hoc management of materials, resources, facilities and
equipments which are put together in an attempt to attain a goal (Berggren, 2019).
Webhelp ensures that the project is accomplished within peculiar time frame and when
this is attained then team is reconstituted for next project with different goal.
 Cut organizational line: It always cut across organizational lines as well as structure in
an organization. This is carried out as projects must draw from different talents and skills
associated with distinct professions along with department and sometimes it also goes
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with other organizations. This leads to creation of new interdependencies which brings in
new as well as unique problems.
 Unfamiliarity: Project is different with respect to what is done previously and also
illustrates unfamiliarity. With respect to Webhelp, it also involves new technologies for
dealing with peculiar project as well bring in relevant elements related with risk and
uncertainty (Burga, LeBlanc and Rezania, 2019).
 Organization puts something at stake when project is undertaken: The unique projects
need to have efforts as well as scrutinize something as failure might jeopardize the firm
and their goals.
 Process for attainment of goals: While project is under process, there are various phases
through which it undergoes and it forms a cycle which is referred to as project life cycle.
People, organizations, resources and tasks will be altered when project will move from
one phase to other. The organizational structure as well as expenditure of Webhelp will
lead to build up succeeding phase and then it is declined when project comes to an end.
Project manager refers to one who have lead within processes associated with
formulation of plans, their execution, tracking, controlling as well as closing the projects. They
are responsible for entire projects, its scope, and team, resources involved along with success or
failure of project (Chapman, 2019). The role of project manager with reference to Webhelp is
specified below:
 In initiation phase, manager is liable for management of integration and stakeholder.
They develops project charter as well as identify the major stakeholders involved
within the project.
 With respect to planning phase, the project manager carries out different roles, they
involve integration, scope, time, cost, quality, human resource, communication, risk,
procurement and stakeholder management. This enables project manger of Webhelp
to ensure that they are able to carry out their functionalities as per desired standards
as well as on desired time frame.
 The next role of project manager comprises of execution, that involves giving
guidelines and managing all the essential aspects of project in an relevant manner by
ensuring quality of work that is carried out through selection of adequate human
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resource (de Oliveira and Rabechini Jr, 2019). In addition to this effective
communication channels are formulated os that it becomes easy for each employee of
Webhelp to render their services in significant way.
 Monitoring and controlling comprises of tracking entire project as well as manage it
to make sure that any kind of changes are needed or not. Furthermore, scope is being
validated by project manager of Webhelp by identifying cost as well as time required
for completion.
 Closing is last role of project manager of Webhelp in which they ends up projects and
all the procurements.
Applications of theoretical frameworks as well as methodologies in project environment
Project management methodology refers to aggregation of logically associated methods,
processes and practices which are liable for identification of best ways to plan, formulate, control
along with delivery of project through continuous execution of processes until they are
accomplished in successful manner and then are terminated. With respect to Webhelp, they have
opted to make use of Prince2 for completion of their project. It stands for Projects IN Controlled
environments (Ershadi, Edrisabadi and Shakouri, 2019). This is process based method that is
utilised for management of overall project. This is generally utilised by government in UK to
carry out different projects. The essential aspects associated with this and can be utilised by
Webhelp are specified below:
 Start the project: It is liable for identification that project is viable or not. Once this is
being done then it has to be approved by project board. This involves business case,
name of the person who will handle it completely, detailed plan that illustrates work that
has to be carried out by Webhelp within initiation stage. This also comprises high level
document which provides all the essentials related with the project.
 Initiation of project: In this stage, project manager needs to address various questions
like what work will comprise off, why it is carried out, probable risks, benefits
associated with this and many more have to be answered so that precise information can
be attained. Here, the scope has to be identified by project manager of Webhelp. This
involves constructing risks, quality as well as communication management strategies.
 Direct the project: This process aids project board for being liable for project with
respect to their decision (Fleming and Koppelman, 2016). They possess authority for
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initiation of project, furnishing product as well as closing it at the completion. They are
also liable for providing adequate direction along with control while carrying out the
project and review post project benefits.
 Control stages: Here, project manager is liable for assigning tasks, monitoring them and
deal with issues that arise while working and give the status of project to progress board.
Activities within process comprises of authorizing work package with team of Webhelp,
review status, progress and check quality of project when it is delivered. Risks must be
identified and captured so that relevant solution can be identified.
 Management of product delivery: This process is liable for management of delivery of
product, control the work among team and project manager. Furthermore, activities
related with processes must comprise of accepting work package, its execution and
delivery of work to ensure that it is completed.
Illustration 1: Prince2 Process
 Management stage boundary: Project manager renders project board with relevant
overview of performance, necessary updates for project plan along with business case
and is liable for creation of plan related with next stage (Fleming, 2019). The other
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crucial aspect associated with this involves that project manager within Webhelp will
assist project board to review current stage as well as approve next and give a review on
new plan that is being formulated. The activities comprises of planning next stage along
with reporting end of any peculiar stage.
 Close the project: This process is associated with ensuring that goals as well as
objectives are attained before deadline has been completed. In addition to this, project
manager within Webhelp also formulate planned and premature closure but that is not
needed. Mandatory activities that have to be carried out included handing the end result,
evaluation of project along with recommendations for closure for project board so that
they can officially close the project (Heagney, 2016).
Evaluation of composition as well as management of teams
Formulation of team is time consuming process as it involves identification of goals of
project and accordingly identifies individuals who can work on it and have desired capabilities
that will make project a success. This involves gathering of certain group of people, formulate
united group, make them and work and ensure that common goal is attained. It is essential for
Webhelp to formulate an energetic team with respect to project that is being carried out by them.
this will lead them to ensure that all the desired activities are carried out as per relevant standards
and make sure that within stipulated time frame project is accomplished (Kerzner, 2017). With
respect to this, Webhelp has opted to make use of tuckman’s theory to formulate teams. This
explains that when team develops ability and maturity, establish relationships then leader will
alter the leadership style. This is initialised from directing, coaching, participating, finishing and
then detaching. The four stages involved within this are specified below:
 Forming: In this stage there is high dependence on team leader for having guidance
along with direction. Other than leader there is little agreement that is being attained
from others. In this stage, roles as well as responsibilities are not clear. Along with this,
here leader need to respond to various questions that involves, objectives, purpose and
external relationship. Leader within Webhelp gives them with precise directions.
 Storming: In this case decisions are not so easy among group. Each team member give
their best so that they can formulate relation with team as well as leader who may
receive challenges from their other team members (Lin and Huang, 2020). There has to
be clarity in terms of purpose but still lots of uncertainties exist. Factions and cliques
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leads to power struggle along with this team needs to emphasize on goals as well as
avoid getting distracted via emotional issues.
 Norming: Consensus and agreement is formulated within team members who can
respond in precise manner to their team leader. Roles along with responsibilities are
accepted and clear. Here, decisions are formulated that are delegated to team and string
unity is there within team (Meredith, Mantel and Shafer, 2017). Communication takes
place between team through which they are able to carry out their processes in an
adequate manner.
 Performing: Here, team is strategically aware and knows what has to be done by them
and why it is required. There is a shared vision among team of Webhelp who works on
their own without any kind of interference from team leader. Here, emphasis is laid on
attainment of goals and decisions are formulated by having mutual decision and
consulting with leader for its attainment. Any kinds of assistance or instructions are not
required and leader delegates the project.
In this way team is formed as well as separated when goals of projects are attained. This
is done to ensure that project can be attained as per desired standards and peculiar time frame.
Formulation of project management plan
A project plan must be approved by formal documentation so that relevant directions can
be rendered with respect to peculiar projects. It is defined as organised set of activities which are
liable for giving strategic direction for making sure taht organisational objectives and goals can
be attained. The crucial elements of the Webhelp project that comprises of altering cubicle
working space to open plan office are briefly described below:-
Value Proposition: The primary objective of Webhelp is to transform their working
space so that employees can have comfortable space and can have adequate working space. The
target is that they can accommodate more employees by which they can expand their
functionalities and ensure their projects are done on time. To execute this, technological
approaches will be implemented to formulate the relocation (Chapman, 2019).
Sponsorship: The current project is being sponsored by Board of Directors and
management of Webhelp.
Accountability and responsibilities: The team that is being formulated by leader within
Webhelp will be responsible for project manager. With reference to this, each participant will be
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liable for work done by them. Further, the execution of whole project will be under the
jurisdiction of Project Manager.
Illustration 2: Project Management
Resource Allocation: The manager of Webhelp has to take the liability of optimum
utilisation of resources such that they are allocated to necessary activities only.
Time & Milestone: This is associated with procurement as well as hiring of labour force
for the purpose of executing relocation (de Oliveira and Rabechini Jr, 2019). This comprises of
activities related to research and trend analysis of labour marketplace.
Measures for control as well as monitor project risks
Risk refers to any occurrence which leads to creation of impact on goals as well as
objectives of project. With respect to any project it is important that all the probable risk that
may arise while working on any aspect of project must be taken into consideration so that
success of project can be ensured (Auerbach, Daniels and Urban, 2019)
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. Along with this, risk management plan has to be formulated that involves identification of
probable risks, analysing them, assessing likeability and having a risk plan for the same. With
respect to, Webhelp probable risks are specified below:
Category Type Impact Response
Financial This might
occur due to
alteration in
scope.
Delay in the project
due to unclear
aspects.
Asking for
financial support
for Webhelp so that
project can be
continued.
Operational Team
coordination
Leads to conflicts
through which
decisions cannot be
formulated quickly
Build in mutual
understanding and
leader needs to
give precise and
clear instructions.
Knowledge Leader
cannot work
due to
absenteeism
This will lead to
more delay within
project which also
means more
finance is required.
Wait for leader to
come back or
appoint other
leader who has
knowledge related
with the project.
Risk Equipment
failure
Probably project
cannot be
completed on time.
Before project is
started ensure that
all the equipments
are working
adequately and if
any problem occurs
then they must be
maintained.
Technical Lack of
relevant
equipments
Work on project
cannot be carried
out as per desired
standards
Ensure that all the
equipments are
there which are
needed for
completion of the
project adequately.
Compliance Law is not
adhered to.
It can lead to
hamper overall
working of
employees if they
do not feel secured.
Follow certain acts
with respect to
health and safety of
employees,
discrimination act
and many more.
Strategic Difficulty within
integrating with existent
system
Objectives cannot
be attained if there
is difficulty within
making use of
machines.
Replace or have new equipments
through which requirements of
project can be accomplished.
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Evaluation of project success and failure
Failure and success of project entirely depends on ways in which it is carried out. For an
instance if organisation work as per the formulated project management plan then the probability
of failure is minimum but in case this is not done then probability increases. With respect to
success of project of Webhelp there are certain aspects which can ensure this. They are,
employees are involved within the process of decision making with respect to project this will
make them feel valued and they can work as per desired standards (Berggren, 2019). There has
to eb relevant support from management so that if project is struck in between then any support
needed by team must be rendered. Along with this, there must be clear statements related with
needs, adequate planning and it has to be realistic so that feasibility can be ensured.
On the other hand, if these aspects are not accomplished then probability of failure
increases. In addition to this there are certain more aspects related with this, they are: inadequate
requirements, employees are not involved, lack of resources, lack of planning, minimum support
from management and adequate equipments are not available (Burga, LeBlanc and Rezania,
2019). From both these aspects, it is clear that there needs to be clear planning before project is
actually implemented along with this with reference to project all the resources must be cross
verified so that at any stage working of organisation is hampered or affected due to any reason.
Conclusion
From above it can be concluded that, project management refers to process of
acknowledging what exactly the goals are so that they can be attained in precise and concise
manner along with this, it involves the ways in which they can be attained. This also comprises
that team who is involved within particular project is aware of purpose behind this. It is
necessary to have all the crucial details related with project so precise team can be formulated
and accordingly methodology can be chosen so that all the necessary requirements of project can
be understood. Furthermore, each project have certain risks associated with them, they have to be
identified and along with this adequate plan must be formulated by which they can be mitigated
to create an overall affirmative impact on operations of organisation.
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REFERENCES
Books and Journals
Auerbach, S.W., Daniels, A.S. and Urban, D.R., P800X LLC, 2019. Method and system for
automated project management of excavation requests. U.S. Patent 10,496,942.
Berggren, C., 2019. The cumulative power of incremental innovation and the role of project
sequence management. International Journal of Project Management, 37(3), pp.461-472.
Burga, R., LeBlanc, J.E. and Rezania, D., 2019, July. Exploring Project Management as a Career
Path for Contemporary Emerging Adults. In Academy of Management Proceedings (Vol.
2019, No. 1, p. 15874). Briarcliff Manor, NY 10510: Academy of Management.
Chapman, R.J., 2019. The rules of project risk management: Implementation guidelines for
major projects. Routledge.
de Oliveira, G.F. and Rabechini Jr, R., 2019. Stakeholder management influence on trust in a
project: A quantitative study. International Journal of Project Management, 37(1),
pp.131-144.
Ershadi, M.J., Edrisabadi, R. and Shakouri, A., 2019. Strategic alignment of project management
with health, safety and environmental management. Built Environment Project and Asset
Management.
Fleming, Q.W. and Koppelman, J.M., 2016, December. Earned value project management.
Project Management Institute.
Fleming, Q.W., 2019, January. Project procurement management: contracting, subcontracting,
teaming. Project Management Institute.
Heagney, J., 2016. Fundamentals of project management. Amacom.
Kerzner, H., 2017. Project management: a systems approach to planning, scheduling, and
controlling. John Wiley & Sons.
Lin, S. and Huang, D., 2020. Project Risk Management. In Project Management Under Internet
Era (pp. 209-246). Springer, Singapore.
Meredith, J.R., Mantel Jr, S.J. and Shafer, S.M., 2017. Project management: a managerial
approach. John Wiley & Sons.
Turner, R., 2016. Gower handbook of project management. Routledge.
Zwikael, O. and Smyrk, J.R., 2019. Project Management: A Benefit Realisation Approach.
Springer.
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