Project Management Document Flow Chart

Transcription

1 Project Management Document Flow Chart Initiation & Planning Project Charter Stakeholder Analysis Collect Requirements Execute & Monitor Project Change Request (as needed) Define Scope Create Work Breakdown Structure Change Log Ad Hoc Reports Status Report Create Activity List, Budget, & Schedule Meeting Agenda Communication Plan Risk Assessment Closure Report

2 Project Charter for VoIP Implementation Project Prepared for Company Name January 2010

3 Project Charter for VoIP Implementation Project Page ii Table of Contents 1. Project Description Business Objectives and Success Criteria Preliminary Project Scope Cost-Benefit Analysis Assumptions and Dependencies Milestones Business Risks Resources Approvals Revision History... 5

4 Project Charter for VoIP Implementation Project Page 1 1. Project Description This projects goal is to replace the legacy phone systems in allocations with a new Voice Over IP (VoIP) system that gives users better call quality while vastly expanding the features offered to manage both incoming and outgoing phone calls, which ultimately will help improve the customer experience. 2. Business Objectives and Success Criteria The key objectives of this project are: Design, build, test, and implement a VoIP phone solution Determine stakeholder expectations in order to define a course of action Educate users of the tools and capabilities available 3. Preliminary Project Scope The VoIP Implementation projects preliminary scope is the ability to replace the current phone system functions. Along with the ability to make and receive calls, some added functionality like call queues, voic , direct dial lines, and call forwarding will be established at go live. Initially, the new phone system will be installed and then rolled out to our China office first. Because of its smaller scale, more complicated configuration, and the ease of rolling back to the old system, it is an ideal proving ground for the new system to be implemented in. This project does not include any integration with our ERP solution.

5 Project Charter for VoIP Implementation Project Page 2 4. Cost-Benefit Analysis The primary costs for the project initially is the physical hardware (phones, server, etc). Long term costs, mostly on a monthly basis, include the cost of phone lines, a per minute charge on incoming 800 calls, etc. The IT Department will be responsible for the labor of deploying the phone system, with the potential for some outside help with running wire. Major benefits include: lower monthly charges, integration with current and future sites, better reporting, and more advanced features like call cascading, caller ID, DID s, voic , etc. Cost Estimate This estimate is based on quotes from several vendors on the required equipment and services. Costs and cost savings have been calculated based on replacing all phone systems throughout the company. This estimate does not include any internal resource time required for testing and implementation; it solely covers the physical costs of hardware, software, and services. Estimated Cost (±15%) $50,000 Benefits Analysis Benefit Reduced Costs With lower per minute charges, cheaper line costs, reduced yearly maintenance agreements, and phone system consolidation, your monthly and yearly costs will be reduced Quantification 800 incoming rate goes from 2.9 to 2.1 per minute, lines cost $25 vs. $38, outgoing long-distance is no extra charge, yearly maintenance is $1,500 less, and we will have a unified bill instead of two separate phone systems Estimated Impact $ 26,000 a year savings Advanced Features Features like voic , call forwarding, caller ID, direct dial numbers, paging the warehouse, break buzzers, call groups, and call queues are built in and currently unavailable or unreasonably priced in the legacy system Management Control Because we will own and control all aspects of the new system, making changes like adding or removing lines or voic can be done internally, without support from an external company (faster and cheaper) Future Growth Since the new system runs over our data network (which already exists and would be required for any future sites), expanding to a new location would require new phones and licenses, nothing more. TOTAL ESTIMATE (±15%) $26,000 $ $ $

6 Project Charter for VoIP Implementation Project Page 3 5. Assumptions and Dependencies Assumptions: AS-001: Internal resources will be allotted the time for installation and testing as well as solution development to bring this project to completion Dependencies: DE-001: Project success will be largely dependent on commitment and support from company management for budget and resources **Additional Assumptions and Dependencies will be documented as they become known.

7 Project Charter for VoIP Implementation Project Page 4 6. Milestones Event or Deliverable Target Date Responsibility Project charter approved Project plan completed Project plan approved Phone System Ready For Testing Phone System Sign-off by key stakeholders Training Completed Acceptance Sponsor Project Manager Sponsor Project Team Project Team Users / Project Team Sponsor / Project Team 7. Business Risks Risk Probability Impact Mitigation Project resources will be taken away to work in their core functions HIGH Delays New system call quality will not meet expectations LOW Cost, Inconvenience Old phone system will remain in place to fail back to for several months **Additional risks will be document during Risk Analysis 8. Resources Resource Description and Source John Doe Technical Oversight, IT James Doe Technical Support, IT Joe Doe Technical Support, IT

8 Project Charter for VoIP Implementation Project Page 5 9. Approvals Approval Decision: Approved, development project plan is authorized Approved, project funding is authorized Approved, but project is on hold until future notice Revise charter and resubmit for approval Project is rejected President Role or Title Name and Signature Date CFO 10. Revision History Name Date Reason For Changes Version

9 Stakeholder Analysis for VoIP Implementation Page 1 VoIP Implementation Stakeholder Analysis Project Manager John Doe Stakeholder Role Profile These questions will encourage the project team to consider a wide variety of stakeholders. Use these questions to identify as many stakeholders as possible. After generating the list, you may decide some of the stakeholders are represented by other stakeholders or will have so little involvement in the project that you don t need to consider them and you may remove them from your list. This list is a starting point Add questions to this list that fit your project environment. If you miss an important stakeholder on one project, add a question to this list that will cause the next project team to identify that stakeholder. For each of the questions below answer the question: Who? Question 1. Approves funding for this project? John Doe, Julian Doe All stakeholders that apply. Use people s names whenever possible. 2. Approves functional requirements? Juan Doe, every department at some level 3. Approves technical requirements? John Doe 4. Approves design decisions? James Doe, Jimmy Doe, John Doe 5. Approves changes to requirements? James Doe 6. Approves changes affecting schedule? James Doe, Joe Doe, Julian Doe 7. Approves changes affecting cost? James Doe, Joe Doe, Julian Doe 8. Will use the product or service produced by the project? 9. Set the organizational goals that drive the necessity of this project? 10. Will assign people to the project team and determine the hours per day they work on the project? Everyone in the company along with all customers that call in James Doe, Joe Doe, Julian Doe James Doe, Joe Doe, Julian Doe 11. Approves contracts for suppliers? James Doe, John Doe 12. Is the manager or executive sponsoring this project (will use their authority on behalf of the project team to overcome organizational obstacles)? 13. Will manage the project (provide leadership to assure tasks are assigned and completed on time, cost and schedule are monitored, issues are identified and resolved)? 14. Represents organization policies governing this project? James Doe, Joe Doe, Julian Doe John Doe John Doe 15. Represents regulations or laws affecting this project? John Doe 1 of 2

10 Stakeholder Analysis for VoIP Implementation Page Will have their work disrupted by this project? n/a 17. Will have to change their systems or processes because of this project? 18. Will benefit from this project? (If this is a large group, who will represent this group?) 19. Will perform the work on this project? (This includes all vendors and subcontractors as well as employees) 20. Will participate in phase gate decisions to approve moving the project to the next phase? n/a At some level, anyone in the company. Main beneficiaries will be employees that interact with the phone more than others. John Doe, Jimmy Doe James Doe, Juan Doe, John Doe Stakeholder Alignment Questions These questions will ask for a minimum amount of understanding about each stakeholder. Use these for each stakeholder that has a high interest in the project or can have a high impact on the project. The better you understand each stakeholder, the better prepared you ll be to win cooperation. Not for publication These questions are meant to stimulate thinking about stakeholders. Your assumptions and insights into the motivations of each stakeholder or stakeholder group are a private assessment and should not be published. For each significant stakeholder, answer the following questions: Name: 1. What is their contribution to the project? 2. To whom do they report? 3. What authority do they have over the project? 4. What is their goal for the project (what is their stake in the project) and how does it relate to their organization s goal or other personal goals? (What makes this a win for them?) 5. Do they present a specific threat or opportunity? 6. What perception do you want them to have about the project? Title: Plan Communication Use the Communication Plan and Responsibility Matrix templates to document roles and responsibilities and how you ll keep your stakeholders engaged and informed. 2 of 2

11 Requirements List for VoIP Implementation Project Page 1 VoIP Implementation Requirements List Project Manager: John Doe Last Updated: Requirement Description Requestor Receive local, long distance, and 800 calls The new phone system should be able to receive both local, long distance, General and all of our 800 calls Make outgoing calls The new phone system should be able to place both local, long distance, General and 800 calls Page warehouse The system should be able to page the warehouse over bull horns Joe Doe Handle DID's The system should be able to handle DID's so individuals can have a Jose Doe personal phone number Be used in remote office The new system should be scalable, easily extended to our current and any General future remote locations Custom hold music It should support having our own custom hold music Juanita Doe Call forwarding It should be able to forward calls to specified numbers or extensions based Josh Doe on rules notifications Users should be notified by when they have a voic General Call groups/queue's The system should support different types of call groups and queue's based General on business need Automated reporting Specified individuals should receive automated reports on call volume and Jill Doe individual performance Port old numbers All 800 numbers and several local numbers must be able to be ported to General the new system DR solution In case of a downed line, etc, there has to be a viable and economical Jose Doe backup solution Hosted in a VM The new system should be able to be run in a virtual environment John Doe Active Directory integration The new system should integrate with AD to reduce the amount of user management overhead for administrators John Doe

12 Scope Statement for VoIP Implementation Page 1 Scope Statement This project is responsible for implementing a new VoIP telephony solution. Specifically, the project will: Purchase the necessary equipment to deploy a new phone PBX and new phones to the entire company, only replacing existing phones, not adding additional ones. Recreate the existing phone business rules on the new phone system Implement voic and DID s on specified numbers (dictated by the functional manager) Train users on how to use the new phones at group meetings pre go-live The following activities are beyond the scope of the project: Any integration of the new VoIP solution and our ERP application Adding any additional lines, phones, or functionality that does not already exist in the current phone system and has not been specifically mentioned in the scope statement.

13 Work Breakdown Structure for VoIP Implementation Project Page Research 1.1 Compare IP-PBX Options 1.2 Document Capabilities VoIP Implementation 2.0 Testing 2.1 Evaluate potential IP-PBX Options 2.2 Recreate existing PBX functionality on test IP-PBX 2.3 Implement and test new features IP-PBX offers 2.4 Work with stakeholders to identify best fit solution 3.0 Implementation 3.1 Procure hardware 3.2 Migrate test system settings to new production IP-PBX system 3.3 Test new system with stakeholders input 3.4 Deploy and implement to secondary location first 3.5 Deploy and implement to primary location second

14 ID WBS Task Name Cost Duration Start Finish Predecessors Resource Names Research IP-PBX solutions and document about each $ days Mon 8/30/10 Fri 9/3/10 John Doe Compare requirements to advertised functionality $ day Mon 9/6/10 Mon 9/6/10 1 John Doe Recreate existing PBX functionality on test IP-PBX $ days Tue 9/7/10 Wed 9/8/10 2 John Doe Implement new PBX features $ days Thu 9/9/10 Fri 9/10/10 3 John Doe Work with stakeholders to identify best solution $ wk Mon 9/13/10 Fri 9/17/10 4 John Doe Project manager decides on solution $ days Mon 9/20/10 Tue 9/21/10 5 Juan Doe Procure Hardware $ days Wed 9/22/10 Wed 9/22/10 6 John Doe Migrate test system to production $ days Thu 9/23/10 Fri 9/24/10 7 John Doe Test systems with stakeholder input $ wks Mon 9/27/10 Fri 10/8/10 8 John Doe Get final stakeholder signoff $ day Mon 10/11/10 Mon 10/11/10 9 Juan Doe Deploy and implement to test location $1, wks Tue 10/12/10 Mon 11/8/10 10 John Doe Deploy and implement to primary location $1, wks Tue 11/9/10 Mon 12/6/10 11 John Doe 22 Project: voip_implementation_project Date: Thu 9/2/10 Task Split Progress Milestone Summary Project Summary External Tasks External Milestone Deadline Page 1

15 Sep '10 Oct '10 Nov '10 Dec '10 Jan '11 Feb ' John Doe John Doe John Doe John Doe John Doe 9/21 John Doe John Doe John Doe 10/11 John Doe John Doe Project: voip_implementation_project Date: Thu 9/2/10 Task Split Progress Milestone Summary Project Summary External Tasks External Milestone Deadline Page 2

16 August 2010 Sunday Monday Tuesday Wednesday Thursday Friday Saturday Research IP-PBX solutions and document about each, 5 days

17 September 2010 Sunday Monday Tuesday Wednesday Thursday Friday Saturday Research IP-PBX solutions and document about each, 5 days Compare requirements to advertised Recreate functionality existing PBX, 1 functionality day on test IP-PBX, 2 days Implement new PBX features, 2 days Work with stakeholders to identify best solution, 1 wk Project manager decides on solution Procure Hardware, 0.5 daysmigrate test system to production, 1.5 days Test systems with stakeholder input, 2 wks

18 October 2010 Sunday Monday Tuesday Wednesday Thursday Friday Saturday 1 2 Test systems with stakeholder input, 2 wks Test systems with stakeholder input, 2 wks Get final stakeholder signoff Deploy and implement to test location, 4 wks Deploy and implement to test location, 4 wks Deploy and implement to test location, 4 wks 31 Deploy and implement to test location, 4 wks

19 November 2010 Sunday Monday Tuesday Wednesday Thursday Friday Saturday Deploy and implement to test location, 4 wks Deploy and implement to test location, 4 wks Deploy and implement to primary location, 4 wks Deploy and implement to primary location, 4 wks Deploy and implement to primary location, 4 wks Deploy and implement to primary location, 4 wks

20 December 2010 Sunday Monday Tuesday Wednesday Thursday Friday Saturday Deploy and implement to primary location, 4 wks Deploy and implement to primary location, 4 wks

21 Communication Plan for VoIP Implementation Project Page 1 VoIP Implementation Communication Plan Project Manager: John Doe This communication plan describes our strategy for keeping the project s stakeholders sufficiently informed to avoid any disappointment regarding cost, schedule, or quality goals. Stakeholder Information needs Frequency Medium Joe Doe Status update Weekly 1. In person 2. Via Jose Doe Status update Weekly 1. In person 2. Via Josh Doe Status update Weekly 1. In person 2. Via Jill Doe Status update Weekly 1. In person 2. Via Juanita Doe Status update Weekly 1. In person 2. Via

22 Risk Assessment for VoIP Implementation Project VoIP Implementation Risk Assessment Last updated Project Manager: John Doe Risk Date ID WBS Likelihood Found Assigned Description Strategy Status John Doe Project resources will be Inform stakeholders of consequences of Ongoing battle taken away to work on other loss of resources tasks/projects John Doe Risk that some potential Consult with several vendors on best-inclass Completed options might be overlooked IP PBX options John Doe Risk that some things will not Test and work with vendor to establish Completed be able to be recreated by what the new system can and can not do the new IP-PBX Joe Doe Some stakeholders will not buy into new solution John Doe Delays in procuring hardware or software licensing John Doe Risk that moving fax or phone lines over will delay implementation Inform, communicate with, and interact to meet needs and address concerns of stakeholders Consult hardware and software suppliers to ensure product is will be in stock at time of order placement Work with phone providers to get information in their hands as soon as possible and ensure information is correct In Progress Completed In Progress Close Out Date Description of fields: Risk Id: A unique identifier Date found: Date risk became known. yyyy.mm.dd Strategy: What will be done to reduce the probability, impact, or both? WBS: WBS number of the task(s) related to this risk Assigned to: Person who is assigned to manage this risk Status: On-going log of changes to risk, in order from most recent to oldest. Format: yyyy.mm.dd action/update Likelihood: What are the chances that this risk will occur? Rank with 10= highest and 1=lowest. Description: High level description of risk event, impact and probability Close out date: When did the risk probability go to zero? Describe in the final status. Remove any rank from this risk.

23 VoIP Implementation Project Closure Report 1 VoIP Implementation Closure Report Project Manager: John Doe Sponsor: Joe Doe Project Goal This projects goal is to replace the legacy phone systems in both the Alabama and Pennsylvania locations with a new Voice Over IP (VoIP) system that gives users better call quality while vastly expanding the features offered to manage both incoming and outgoing phone calls, which ultimately will help improve the customer experience. Project Objectives & Results Objectives from Statement of Work Design, build, test, and implement a VoIP phone solution Determine stakeholder expectations in order to define a course of action Educate users of the tools and capabilities available Success Results Success, although holding stakeholders to their initial expectations and avoiding scope creep is a constant challenge. Success Scope Comparison Additional scope No additional scope added to project. Decreased scope Scope was not decreased during project Cost Performance Cost Categories Approved Actual Internal Labor hours External costs Labor (consultants, contract labor) 0 0 Equipment, hardware or software 50,000 42,180 List other costs such as travel & training 5,000 3,500 Explanation of cost variance Additional hours were required for configuration, testing, and implementation. Schedule Performance Approved Actual Project completion date Explanation of schedule variance Implementation was smooth and telephone providers were able to deliver ahead of schedule.

24 VoIP Implementation Project Closure Report 2 Major Obstacles Encountered 1. Delays with management support and resource allocation. 2. Time required for phone number changes required constant monitoring, some aggressive pushing and pleading, and overall diligence to resolve. Lessons Learned that are Relevant to Other Projects 1. You can not plan too far ahead 2. Working to achieve management support and maintain management support is probably one of the most important things in a project, if not the most important, for its success. Closure Acceptance President Role or Title Name and Signature Date CFO Project Manager Project Sponsor

25 Change Log for VoIP Implementation Project 1 VoIP Implementation Change Log Last updated Project Manager: John Doe Change Date Cost/Schedule ID Submitted Requested by: Description Impact Status Jose Doe Order additional phones (3) Additional $600 Pending Joe Doe Purchase a conference phone (1) Additional $400 Pending Description of fields: Change Id: A unique identifier Date Submitted: Date issue became known. yyyy.mm.dd Requested by: Person who is requesting the change Description: Describe the change being requested. Impact: Describe the impact to cost or schedule. Status: Approved or Pending or Rejected and date.

26 Change Request for VoIP Implementation Project 1 VoIP Implementation Project Change Request Change name [short description] Date Submitted [yyyy/mm/dd] Change Request Number [nnnn] Requested by Submitted by [Name of person requesting change] [Name of person writing this request] Detailed Description of Change [description] Impact Analysis Schedule Cost Related affects to other projects or parts of this project Decision and Rationale [description] Approval: Approved by: Approval date: [signature] [name] [yyyy.mm.dd]

27 Meeting Agenda for VoIP Implementation Project 1 VoIP Implementation Meeting Agenda Meeting Date Meeting Time Location [yyyy.mm.dd] hh:mm hh:mm [location] Meeting Leader Meeting Purpose Project Purpose [Meeting Leader Name] [Describe meeting purpose] [Purpose description from statement of work] Participant Names [participant name] [participant name] [participant name] Attended? Agenda Item 1. [topic description] [topic discussion] [topic resolution] 2. [topic description] [topic discussion] [topic resolution] 3. [topic description] [topic discussion] [topic resolution] 4. [topic description] [topic discussion] [topic resolution] 5. [topic description] [topic discussion] [topic resolution] Who s Responsible Time Allotted

28 Status Report for VoIP Implementation Project 1 VoIP Implementation Status Report Status Date Project Manager Sponsor John Doe Joe Doe Status Period From: To: Cost performance 0 % under/over budget Planned cost to date $13,000 Actual cost to date $13,000 Approved project cost baseline $50,000 Estimated cost at completion $48,000 Schedule performance 0% ahead/behind schedule attach a tier 1 Gantt chart with baseline and current schedule Issues requiring management attention 1. None Changes to scope, schedule, cost during this period 1. None Major problems encountered and planned action to resolve 1. None Issues identified this period and required action 1. Phone s blinking even if no voic present 2. Reception phone needs to be configured Major accomplishments in the past week 1. Fax lines moved Major accomplishments scheduled for next week 1. Final configuration to replicate call routing 2. Meeting with key usage stakeholders to discuss details and any additional requirements