Assignment 2 ITM210 Project Charter
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Date
Dec 6, 2023
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Canadore College – Project Management Program
Project Charter Template
PROJECT CHARTER Assignment
1. General Project Information
Project Name:
ResNet System Implementation
Executive Sponsors:
Fay Beauchine
Department Sponsor(s):
Fay Beauchine and Peeter Kivestu
Impact of project:
Transforming reservations, increasing sales and revenue, cost saving
2. Project Team
Name
Department
Telephone
E-mail
Project Manager:
Peeter Kivestu
Marketing
+1-987-654-
3210
peeterkivestu@nwa.com
Team Members:
Arvid Lee
Information System
+1-123-456-
7890
arvidlee@nwa.com
Kathy
Christenson
Marketing
+1-999-999-
9999
Kathychristenson@nwa.com
3. Stakeholders
1.
Fay Beauchine
2.
Peeter Kivestu
3.
Arvid Lee
4.
Kathy Christenson
5.
Information Systems Department
6.
Sales Agents
7.
NWA Customers
8.
Approval Committee
4. Project Scope Statement
Project Purpose / Business Justification
To save costs and revenue enhancements and increase productivity in reservation call centers, Northwest Airlines aims to
improve its sales conversion through calls. A new system interface called ResNet will be developed and upgraded personal
computers, software, and networks will be put in place to achieve this. The information system will quickly give potential
customers complete and accurate information including context-appropriate messages, highlighting marketing programs
and promotions by integrating information from different areas. The aim is to turn around poor financial performances and
improve customer service in the interest of both the customer and the airline. Five-year cash flow analysis of all costs and
benefits provides justification for streamlining reservation processes.
Submitted by: Jitender Kumar (A00164049)
Page 1 of 4
.
Canadore College – Project Management Program
Project Charter Template
1. General Project Information
Project Name:
ResNet System Implementation
Executive Sponsors:
Fay Beauchine
Department Sponsor(s):
Fay Beauchine and Peeter Kivestu
Objectives (in business terms)
The project was initiated to address the problem of few direct sales, the inflexibility of the current information system, and
the challenges arising from increasing competition after the deregulation of the airline market. The various business
objectives that the project aims to achieve are as follows :
1.
To increase sales conversion by 20%.
2.
To save 13% commission fees paid to travel agents.
3.
To save 18% related overhead costs.
4.
To reduce the headcount of salesforce by 15%.
5.
To decrease training time by 25%.
6.
To reduce training costs by 20%.
Deliverables
An in-depth analysis of the project provides us with the following products that need to be created to realize the business
objectives of increasing the call-to-booking ratio, reducing costs, and ensuring efficient reservation center services.
1.
Customization of off-the-shelf software, system software development, and new application development
to have the new system work within the company’s business environment.
2.
Implementation of ResNet by installing PCs, networks, and software at various reservation centers
3.
Streamlining information on the system interface to provide a flexible and friendly character-based interface.
4.
Reduce call times and increase the number of direct sales by sales agents.
Scope
In Scope
1.
Customizing software and building extensions to accommodate add-ons for smooth integration
2.
User-friendly system interface for call agents with help menus
3.
Testing new reservation system software to provide justification for further deployment
4.
Installing the system at various reservation centers
5.
Increase in sales conversion or booking percentage
6.
Improvement in operations and procedures followed by sales agents
7.
Reduction in costs
8.
Method for measuring true benefits of the new software
Out of Scope
1.
System functionalities unrelated to reservation
2.
Marketing strategies and promotion programs
3.
Upgrading software unrelated to reservation
4.
Physical and infrastructural changes to call centers
Submitted by: Jitender Kumar (A00164049)
Page 2 of 4
.
Canadore College – Project Management Program
Project Charter Template
1. General Project Information
Project Name:
ResNet System Implementation
Executive Sponsors:
Fay Beauchine
Department Sponsor(s):
Fay Beauchine and Peeter Kivestu
Project Milestones
Beta Project Initiation – 1
st
May 1993 – 30
th
May 1993
Beta Project Design and Test Plan – 1
st
June 1993 – 30
th
August 1993
Beta Project Recognition – 20
th
December 1993
Beta Project Execution – 1
st
September 1994 – 30
th
June 1993
Beta Project Delivery - 1st July 1994 - 15
th
August 1994
ResNet 95 Initiation - 1st September 1994- 30
th
September 1994
ResNet 95 & 96 Planning – 1
st
October 1994 – 30
th
October 1994
ResNet 95 Recognition – 1
st
November 1994
First facility implementation – February 1995
First sales agent training – March 1995
ResNet 95 Execution – 1
st
November 1994 – 30
th
September 1995
ResNet 95 Delivery –
1
st
October 1995 – 30
th
December 1995
ResNet 96 Initiation – 1
st
August 1995 – 30
th
October 1995
ResNet 96 Recognition – 1
st
November 1995
ResNet 96 Execution – 1
st
November 1995 – 30
th
December 1996
International sales office implementation – February 1996
Chisholm world office implementation – March 1996
Specialty Sales / Support Desks completed – December 1996
ResNet Delivery – 1
st
January 1996 – 10
th
May 1997
Major Known Risks (including significant Assumptions)
Risk
Risk Rating (Hi, Med, Lo)
Off-the-shelf hardware may not be suitable for all
customizations or may not be able to support add-ons
High
The budget was limited due to the poor financial condition
of the company
High
Hardware Suitability for app development
Medium
Vendor software may face errors in implementation and
delayed deployment
Low
Employees may face challenges in following the new
interface
Low
Constraints
1.
The project must be completed within a limited budget
2.
Resources are not available for full-time
3.
Personnel are not assigned until formal recognition
4.
Quality expectations are high
Submitted by: Jitender Kumar (A00164049)
Page 3 of 4
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Canadore College – Project Management Program
Project Charter Template
1. General Project Information
Project Name:
ResNet System Implementation
Executive Sponsors:
Fay Beauchine
Department Sponsor(s):
Fay Beauchine and Peeter Kivestu
External Dependencies
1.
Implementation is dependent on successful national beta testing by the vendor.
2.
Project success is dependent on coordination between the information system department and the reservation
department.
3.
Funding may not be aprroved at appropriate time.
5. Communication Strategy
1.
Monthly status reports to be presented to the project sponsor
2.
Bi-weekly scrum review meetings among team members and project manager
3.
Presentations to be delivered in meetings with approval committee.
6. Sign-off
Name
Signature
Date
(MM/DD/YYYY)
Executive Sponsor
Fay Beauchine
Fay Beauchine
19/11/2023
Department Sponsor
Peeter Kivetsu
Peeter Kivetsu
19/11/2023
Project Manager
Peeter Kivetsu
Peeter Kivetsu
19/11/2023
7.
Notes
The following assumptions have been made in the formulation of this project charter :
1.
Contact details of team members
2.
To provide measurable objectives
3.
Specific end and start dates of milestones
Name – Jitender Kumar
Student ID – A00164049
Course Name – F2023 ITM210-01 IT Project Management
Submitted by: Jitender Kumar (A00164049)
Page 4 of 4
.