project chartetr
PROJECT TOPIC: Establishment of Cloud-based Interactive Voice Response
Introduction
In the recent past, many businesses have adopted technology in their business processes to enable them to attain efficiency that will contribute to these businesses’ competitive advantages against their industry rivals. One way through which companies have attained efficiency in their business processes is through the use of cloud computing. The provision of computing services virtually through an internet-based cloud helps the company be flexible and creates reliability for such companies.
An Interactive Voice Response is a customer service technology that enables the apt answering of customers’ frequently asked questions throughout the day and night and transfers call to available agents where there is a need for a detailed explanation. A cloud-based IVR system is one that relies on virtualization techniques like server virtualization. This system is projected to have numerous advantages for the company. As such, conclusions from the last executive meeting tasked the IT team with the responsibility of setting up a cloud-based IVR system in the company.
DESCRIPTION OF THE PROJECT
Purpose
The purpose of this project is to introduce an automated interactive voice response over the cloud. This project will ensure that customer service needs are taken care of without draining the team. With the implementation of this project, the customer services team will be left with more time to work on other essential customer relations management, thus improving the workforce’s productivity. This project also covers the training of all the teams on the operation of the IVR system.
Measurable Objectives and Related Success Criteria
This project aims to develop an automated customer interaction system to improve the efficiency of customer services in the company. The success of this project will be measured in two ways. First, the improved customer satisfaction levels with the company will be evaluated. High levels of customer satisfaction will mean that the project is successful. Second, the project will be measured on the efficacy of its use by the customer relations and marketing teams. Because the project deliverables entail training of the staff, effective use will determine this project’s success.
High-level requirements
This project requires the infrastructure needed to set up the IVR system. Besides, we need cloud service provision with desktop virtualization, server virtualization, and a hypervisor with a complete database and nodes.
High-level project description, boundaries, and critical variables
This project is an establishment of a cloud-based IVR system. The project requires cloud servers and databases that will contain all customized information about the company. Most of the information will include customers frequently asked questions. The system will be used by the marketing team and the customer relations team. Other services offered by the cloud service providers will be used to exploit the IVR system further. The project also entails training of the marketing and customer service teams on the use of IVR systems.
Project Risks
This project is a relatively new technology, and as such, there is limited knowledge from my team. This may lead to risks of underestimation of the resources needed to set up this system, both human and monetary resources (PMBOK guide, 2017). We are also likely to face a risk of regulations by the government. Americans with Disabilities Act mandates for all telecommunication services to have incorporated ways people with disabilities can use them. We face a risk of regulation on this basis.
Summary of Scheduled Milestones
The project is divided into three phases. The first phase entails the gathering of information and analyzing it. This will help us understand the needs of the trams and incorporate it into our design. This will take two weeks. The next phase then involves prototyping designs, assessment, and picking and designing the best prototype. This phase also includes the introduction of the design to a few members to identify loopholes. This phase will take six weeks. The final phase, which will take two weeks, will include training the teams to use this system.
Resources and Key Stakeholder list
The budget allocated for this project should cover a project team comprising of three information technology analysts, eight developers, project managers, and the infrastructure needed to set up the system. Key stakeholders in this project are the executive team, sales team, IT team, customers, and the customer relations team. All of these stakeholders should be involved in designing the deliverable and critiquing its efficacy.
Project exit Criteria
Upon completing the infrastructure and training of the sales and customer relations teams, the project will be terminated (Atson, 2019). The effective use of the systems and statistics on impr5oved customer satisfaction levels will be used as auditing materials two months after determining any corrections to be made on the project.
References
Version:
<1.0>
project charter
Version <1.0>
VERSION HISTORY
[Provide information on how the development and distribution of the Project Charter up to the final point of approval was controlled and tracked. Use the table below to provide the version number, the author implementing the version, the date of the version, the name of the person approving the version, the date that particular version was approved, and a brief description of the reason for creating the revised version.
Delete the blue instructions.]
Version #
Implemented
By
Revision
Date
Approved
By
Approval
Date
Reason
1.0
UP Template Version: 2018
Notes
[This document is a template of a Project Charter document for a project. The template includes instructions to the author, boilerplate text, and fields that should be replaced with the values specific to the project.]
Blue italicized text enclosed in square brackets ([text]) provides instructions to the document author, or describes the intent, assumptions and context for content included in this document.
Blue italicized text enclosed in angle brackets (
Text and tables in black are provided as boilerplate examples of wording and formats that may be used or modified as appropriate to a specific project. These are offered only as suggestions to assist in developing project documents; they are not mandatory formats.
When using this template for your project document, it is recommended that you follow these steps:
1. Replace all text enclosed in angle brackets (i.e.,
a. Select File>Properties>Summary and fill in the Title field with the Document Name and the Subject field with the Project Name.
b. Select File>Properties>Custom and fill in the Last Modified, Status, and Version fields with the appropriate information for this document.
c. After you click OK to close the dialog box, update the fields throughout the document with these values by selecting Edit>Select All (or Ctrl-A) and pressing F9. Or you can update an individual field by clicking on it and pressing F9. This must be done separately for Headers and Footers.
2. Modify boilerplate text as appropriate to the specific project.
3. To add any new sections to the document, ensure that the appropriate header and body text styles are maintained. Styles used for the Section Headings are Heading 1, Heading 2 and Heading 3. Style used for boilerplate text is Body Text.
4. To update the Table of Contents, right-click and select Update field and choose the option- Update entire table
5. Delete this Notes page and all instructions to the author, which appear throughout the document as blue italicized text enclosed in square brackets.
6. Do not delete sections or state “not applicable”
7. Requirements state the what and are not to state the why or how
8. Requirements should include shall, not will or other words – be definitive
a. Review the requirement information in the course and text content
9. The timeline, requirements, and milestones shall all align and build the objectives
a. The objectives are defined by the requirements
b. The milestones should be scheduled in the timeline
10. The objectives, deliverables, timelines, assumptions, risks, requirements, assumptions, etc should always align and sync with the scope of the project
a. Validate they all say the same things
b. Ensure they all reference the same aspects of the project and focus toward the same clear, concise goals
11. Every artifact is a formal document
a. Do not use the words I, we, our, you, they, “my mom”, “my wife”, etc
b. Use The Project Team, The business owner, etc
12. You are the Project Manager
a. This project may be working on your house, but the homeowner is the business owner and you are leading this project (as the Project Manager)
13. Stakeholders are anyone who impact or can be impacted by the project and/or its success (or failure)
14. Do not be vague
a. Be specific and precise in your verbiage
b. Focus your language
c. Focus and narrow your scope
i. The reader should not be confused as to what specifically your project will deliver, with outcomes
ii. The artifacts shall be specific and stating exactly what your project will entail, the objectives, and how they will be created
15. Define all acronyms on their first use
16. Update all deliverables, once graded, with the feedback provided
17. Attach (imbed) all attachments in the Appendix B References section of the final Project Management Plan
a. Do not state the attachments are located on the SharePoint site or “located on paper in my office”
b. These documents should be standalone documents and self-contained
c. To imbed the artifacts -Click in the spot you want the document to appear; Insert – Object; Create From File – Browse – Select your file – Insert – Display as Icon – OK
18. Deliverables are outputs of the project, or phase, or process
a. They are what you are working towards in your ultimate project output
19. Mitigation strategies are how you will manage the risks
20. The blue font indicates instructions and notes on the templates
a. Read the instructions (blue font)
b. The blue font should be removed or updated to match document font, prior to submission
21. The font and formatting has to be consistent through the document; this includes capitalization, grammar, etc
22. Always spell check everything
TABLE OF CONTENTS
5
1
Introduction
51.1
Purpose of Project Charter
5
2
project And Product Overview
5
3
Justification
53.1
Business Need
5
4
Scope
54.1
Objectives
54.2
High-Level Requirements
64.3
Major Deliverables
64.4
Boundaries
6
5
Duration
65.1
Timeline
65.2
Executive Milestones
6
6
budget Estimate
66.1
Funding Source
76.2
Estimate
8
7
Assumptions, Constraints And Risks
87.1
Assumptions
87.2
Constraints
87.3
Risks
9
8
project Charter approval
10
APPENDIX A: REFERENCES
11
APPENDIX B: KEY TERMS
Introduction
1.1 Purpose of Project Charter
[Provide the purpose of the project charter.]
The
The intended audience of the
2 project And Product Overview
[Typically, the description should answer who, what, when and where, in a concise manner. It should also state the estimated project duration (e.g., 18 months) and the estimated project budget (e.g., $1.5M).
3 Justification
3.1 Business Need
[Describe the value of the project to the business owner. Explain how this deliverable will solve a problem, or need. Why does the business owner need this project? What problem will this solve? What value will this project deliverable (end result) add?
Example: A data collection system is necessary to conduct a national program of surveillance and research to monitor and characterize the x epidemic, including its determinants and the epidemiologic dynamics such as prevalence, incidence, and antiretroviral resistance, and to guide public health action at the federal, state and local levels. Data collection activities will assist with monitoring the incidence and prevalence of x infection, and x-related morbidity and mortality in the population, estimate incidence of x infection, identify changes in trends of x transmission, and identify populations at risk.)]
4 Scope
4.1 Objectives
The objectives of the
[Insert Objective 1 product, service, good, or other deliverable be specific]
[Insert Objective 2]
[Add additional bullets as necessary]
4.2 High-Level Requirements
[Review the requirements content. Be specific. The requirements shall explain the end result.
Example = 1
Example = Table shall be a 48 inch square, four feet high, with ffour legs, one leg shall be positioned at each corner
Describe the requirements or the specific details of the project/ Example: The table shall be rectangular and four feet tall. The table shall be painted blue. The table shall be five feet long, three feet wide, and one inch deep.
Add rows to the table.]
The following table presents the requirements that the projects product, service or result must meet in order for the project objectives to be satisfied.
Req. #
I Requirement Description
4.3 Major Deliverables
[List the deliverables which will occur or be incrementally completed during the lifecycle of the project. Add rows to the table.]
The following table presents the major deliverables that the projects product, service or result must meet in order for the project objectives to be satisfied.
Major Deliverable
I Deliverable Description
4.4 Boundaries
[Describe the inclusive and exclusive boundaries scope limits – of the project. Specifically address items that are out of scope and within scope. The project scope includes the business license, supplies, staffing, menu creation, and building renovation. The project scope does not include marketing or other activities.]
5 Duration
5.1 Timeline
[Edit the deliverables listed on the example timeline below, show at least four deliverables. Include the month and year of each, include the day, as needed. An example of a high-level timeline is provided below. Month and year date if needed.]
5.2 Executive Milestones
The table below lists the high-level Executive Milestones of the project and their estimated completion timeframe.
Executive Milestones
Estimated Completion Timeframe
[Insert milestone information (e.g., Project planned and authorized to proceed)]
[Insert completion timeframe (e.g., Two weeks after project concept is approved)]
[Insert milestone information (e.g., Version 1 completed)]
[Insert completion timeframe (e.g., Twenty-five weeks after requirements analysis is completed)]
[Add additional rows as necessary]
6 budget Estimate
6.1 Funding Source
[Example: grant, terrorism budget, or operational budget.]
6.2 Estimate
This section provides a summary of estimated spending to meet the objectives of the
[For all projects, provide a summary of the projects expected spending below. Update and modify this table to outline your high level budget estimate. Add reserves. Edit this table by double-clicking it to open, then closing it to sav eyour changes.]
Budget ItemQtr1Qtr2Qtr3Qtr4Total
Personnel. $ – $ – $ – $ –
$0.00
Contractual Services $ – $ – $ – $ –
$0.00
Travel $ – $ – $ – $ –
$0.00
Transportation of things.. $ – $ – $ – $ –
$0.00
Rent, Telecom, Other Comm &
Utilities..
$ – $ – $ – $ –
$0.00
Printing & Reproduction $ – $ – $ – $ –
$0.00
Supplies $ – $ – $ – $ –
$0.00
Equipment $ – $ – $ – $ –
$0.00
Grants/Cooperative Agreements $ – $ – $ – $ –
$0.00
Total
-$ -$ -$ -$ -$
7 Assumptions, Constraints And Risks
7.1 Assumptions
[Example: The system is being developed to capture data from public health partners. One assumption is that data is entered electronically into the system. Add additional lines.]
This section identifies the statements believed to be true and from which a conclusion was drawn to define this project charter.
1. [Insert description of the first assumption.]
2. [Insert description of the second assumption.]
7.2 Constraints
[Example: There might be time constraints on developing a system that is used to track data of highly infectious diseases like SARS. Add additional rows.]
This section identifies any limitation that must be taken into consideration prior to the initiation of the project.
1. [Insert description of the first constraint.]
2. [Insert description of the second constraint.]
7.3 Risks
[Example: The risk of accessibility or unavailability of public health partners for obtaining requirements to develop a data collection system may delay project deliverables. A possible mitigation strategy might be to schedule requirement sessions with the partners as early as possible. List the risks that the project sponsor should be aware of before making a decision on funding the project, including risks of not funding the project. Add more rows at least five risks.]
Risk
Mitigation
8 project Charter approval
The undersigned acknowledge they have reviewed the project charter and authorize and fund the
[List the individuals whose signatures are desired. Examples of such individuals are Business Steward, Project Manager or Project Sponsor. Add additional lines for signature as necessary. Although signatures are desired, they are not always required to move forward with the practices outlined within this document.]
Signature:
Date:
Print Name:
Title:
Role:
Signature:
Date:
Print Name:
Title:
Role:
Signature:
Date:
Print Name:
Title:
Role:
APPENDIX A: REFERENCES
[Insert the name, version number, description, and imbed of any documents referenced in this document. Add rows to the table as necessary.]
To imbed the artifacts – Click in the spot you want it to appear (Location column); Insert – Object; Create From File – Browse – Select your file – Insert – Display as Icon – OK ]
The following table summarizes the documents referenced in this document.
Document Name and Version
Description
Document
[Provide description of the document]
{Attach the document here}
APPENDIX B: KEY TERMS
[Insert terms and definitions used in this document. Add rows to the table as necessary. Follow the link below to for definitions of project management terms and acronyms used in this and other documents.
http://www2.cdc.gov/cdcup/library/other/help.htm
The following table provides definitions for terms relevant to this document.
Term
Definition
[Insert Term]
[Provide definition of the term used in this document.]
[Insert Term]
[Provide definition of the term used in this document.]
[Insert Term]
[Provide definition of the term used in this document.]
10/2018
12/2018
02/2019
05/2019
System Development
Completed
Developed Prototype
Requirements Analysis
Completed
Project Plan Completed
[Insert appropriate Disclaimer(s)]
PAGE
Revision Date:
Error! Unknown document property name.
Page 2 of 18
CDC_UP_Project_Charter_Template_v1.1.doc
_1652445364.xls
Sheet1
Budget Item Qtr1 Qtr2 Qtr3 Qtr4 Total
Personnel. $ – 0 $ – 0 $ – 0 $ – 0 $0.00
Contractual Services $ – 0 $ – 0 $ – 0 $ – 0 $0.00
Travel $ – 0 $ – 0 $ – 0 $ – 0 $0.00
Transportation of things.. $ – 0 $ – 0 $ – 0 $ – 0 $0.00
Rent, Telecom, Other Comm & Utilities.. $ – 0 $ – 0 $ – 0 $ – 0 $0.00
Printing & Reproduction $ – 0 $ – 0 $ – 0 $ – 0 $0.00
Supplies $ – 0 $ – 0 $ – 0 $ – 0 $0.00
Equipment $ – 0 $ – 0 $ – 0 $ – 0 $0.00
Grants/Cooperative Agreements $ – 0 $ – 0 $ – 0 $ – 0 $0.00
Total $ – 0 $ – 0 $ – 0 $ – 0 $ – 0
Sheet2
Sheet3 Running head: PROJECT MANAGEMENT 1
PROJECT MANAGEMENT 2
Interactive Voice Response
LaShanda Lewis
Webster University
30 Sept 20
PROJECT TOPIC: Establishment of Cloud-based Interactive Voice Response
Introduction
In the recent past, many businesses have adopted technology in their business processes to enable them to attain efficiency that will contribute to these businesses’ competitive advantages against their industry rivals. One way through which companies have attained efficiency in their business processes is through the use of cloud computing. The provision of computing services virtually through an internet-based cloud helps the company be flexible and creates reliability for such companies.
An Interactive Voice Response is a customer service technology that enables the apt answering of customers’ frequently asked questions throughout the day and night and transfers call to available agents where there is a need for a detailed explanation. A cloud-based IVR system is one that relies on virtualization techniques like server virtualization. This system is projected to have numerous advantages for the company. As such, conclusions from the last executive meeting tasked the IT team with the responsibility of setting up a cloud-based IVR system in the company.
DESCRIPTION OF THE PROJECT
Purpose
The purpose of this project is to introduce an automated interactive voice response over the cloud. This project will ensure that customer service needs are taken care of without draining the team. With the implementation of this project, the customer services team will be left with more time to work on other essential customer relations management, thus improving the workforce’s productivity. This project also covers the training of all the teams on the operation of the IVR system.
Measurable Objectives and Related Success Criteria
This project aims to develop an automated customer interaction system to improve the efficiency of customer services in the company. The success of this project will be measured in two ways. First, the improved customer satisfaction levels with the company will be evaluated. High levels of customer satisfaction will mean that the project is successful. Second, the project will be measured on the efficacy of its use by the customer relations and marketing teams. Because the project deliverables entail training of the staff, effective use will determine this project’s success.
High-level requirements
This project requires the infrastructure needed to set up the IVR system. Besides, we need cloud service provision with desktop virtualization, server virtualization, and a hypervisor with a complete database and nodes.
High-level project description, boundaries, and critical variables
This project is an establishment of a cloud-based IVR system. The project requires cloud servers and databases that will contain all customized information about the company. Most of the information will include customers frequently asked questions. The system will be used by the marketing team and the customer relations team. Other services offered by the cloud service providers will be used to exploit the IVR system further. The project also entails training of the marketing and customer service teams on the use of IVR systems.
Project Risks
This project is a relatively new technology, and as such, there is limited knowledge from my team. This may lead to risks of underestimation of the resources needed to set up this system, both human and monetary resources (PMBOK guide, 2017). We are also likely to face a risk of regulations by the government. Americans with Disabilities Act mandates for all telecommunication services to have incorporated ways people with disabilities can use them. We face a risk of regulation on this basis.
Summary of Scheduled Milestones
The project is divided into three phases. The first phase entails the gathering of information and analyzing it. This will help us understand the needs of the trams and incorporate it into our design. This will take two weeks. The next phase then involves prototyping designs, assessment, and picking and designing the best prototype. This phase also includes the introduction of the design to a few members to identify loopholes. This phase will take six weeks. The final phase, which will take two weeks, will include training the teams to use this system.
Resources and Key Stakeholder list
The budget allocated for this project should cover a project team comprising of three information technology analysts, eight developers, project managers, and the infrastructure needed to set up the system. Key stakeholders in this project are the executive team, sales team, IT team, customers, and the customer relations team. All of these stakeholders should be involved in designing the deliverable and critiquing its efficacy.
Project exit Criteria
Upon completing the infrastructure and training of the sales and customer relations teams, the project will be terminated (Atson, 2019). The effective use of the systems and statistics on impr5oved customer satisfaction levels will be used as auditing materials two months after determining any corrections to be made on the project.
References
Atson B. (2019) Write a project charter: How-to Guide, Examples & Template. The Digital Project Manager. Retrieved from https://thedigitalprojectmanager.com/project- charter/amp/
A guide to the project management body of knowledge: PMBOK guide (2017) Sixth edition. Project Management Institute, Inc. ISBN: 978-1-62825-184-5. Pp 75-81
