Project Charter - Group 5

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Centennial College *

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202

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Information Systems

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Dec 6, 2023

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Project Charter A. General Information Provide basic information about the project including: Project Title – The proper name used to identify this project; Project Working Title – The working name or acronym that will be used for the project; Proponent Secretariat – The Secretariat to whom the proponent agency is assigned or the Secretariat that is sponsoring an enterprise project; Proponent Agency – The agency that will be responsible for the management of the project; Prepared by – The person(s) preparing this document. Project Title: Enhancing Customer Support Efficiency and Satisfaction Project Working Title: Customer Support Enhancement Proponent Secretariat: n/a Proponent Agency: Muji Private Limited Prepared by: Group 5 Points of Contact List the principal individuals who may be contacted for information regarding the project. Position Title/Name/Organization Phone E-mail Project Sponsor Sameer Syed 674-904-6331 sameersayed416@gmai l.com Program Manager Cornelio Sophia Allaine 647-677-6430 sophiaallainecornelio@ gmail.com Project Manager Subash Pokharel 437-258-3806 pokharelxuwas@gmail. com Proponent Cabinet Secretariat Mandal Krishna 437-559-6497 kmandal2@my.centenn ialcollege.ca Proponent Agency Head Calderon Nesley 437-429-5941 nesley@gmail.com Customer (User) Representative(s) Siddiqi Haseeb 289-980-1112 haseebs727@gmail.co m 1

B. Executive Summary An Executive Summary is required when Sections C thru G of the charter are excessively long. In two or three paragraphs, provide a brief overview of this project and the contents of this document. The project titled "Enhancing Customer Support Efficiency and Satisfaction" aims to address critical inefficiencies in Muji Private Limited's customer support procedures. With the primary goal of improving customer satisfaction and support efficiency, this initiative seeks to reduce average handling time (AHT) for customer assistance queries, elevate the Net Promoter Score (NPS) as a metric for customer satisfaction, lower the operating costs of customer assistance, and equip customer service representatives with the necessary information and resources to deliver exceptional service. The project involves a dedicated team comprising Sameer Syed as the Project Sponsor, Cornelio Sophia Allaine as the Program Manager, and Subash Pokharel as the Project Manager. Additionally, Krishna Mandal serves as the Proponent Cabinet Secretariat, and Nesley Calderon represents the Proponent Agency Head. Haseeb Siddiqi has been appointed as the Customer (User) Representative. This project is born out of the recognition that Muji Private Limited's existing customer service procedures are no longer effective, leading to extended response times, elevated operational expenses, and stagnated customer satisfaction levels. To address these challenges, the project proposes a strategic approach involving the evaluation of the customer support process, the implementation of support automation, and the development of a Knowledge Base to enhance agent training and resource accessibility. With the collective expertise and commitment of the project team, we anticipate that this project will not only enhance customer support effectiveness but also drive customer satisfaction to new heights. It is expected that the implementation of automation and improved procedures will lead to significant cost savings, with a return on investment (ROI) anticipated within the first year following project completion. This project represents a crucial step forward in ensuring Muji Private Limited's continued success by delivering exceptional customer service. C. Project Purpose Explain the business reason(s) for doing this project. The Project Purpose (the Business Problem and Project Business Objectives) is in the Project Proposal, Section B. 1. Business Problem The Business Problem is a question, issue, or situation, pertaining to the business, which needs to be answered or resolved. State in specific terms the problem or issue this project will resolve. Often, the Business Problem is reflected as a critical business issue or initiative in the Agency’s Strategic Plan or IT Strategic Plan. 2

At Muji Private Limited, there's a big issue with how they help their customers. Right now, it takes a long time for their support team to assist customers, and it costs the company a lot of money. Customers are also not as happy as they should be. This problem affects the company's ability to keep customers happy and attract new ones. It also makes it hard for the company to compete with others in the market. This problem goes against what the company planned in its strategy for the future. The main goal of this project is to fix this big problem. They want to make it faster and cheaper to help customers, and they want customers to be much happier. By doing this, they hope to meet their strategic goals and stay successful in the market. 2. Project Business Objectives Define the specific Business Objectives of the project that correlate to the strategic initiatives or issues identified in the Commonwealth or Agency Strategic Plan. Every Business Objective must relate to at least one strategic initiative or issue and every initiative or issue cited must relate to at least one project business objective. Commonwealth or Agency Strategic Plan – Initiative or Critical Issue Project Business Objectives Reduce Average Handling Time (AHT) Streamline customer support procedures to make it quicker for support agents to assist customers, aligning with the goal of improving customer service and satisfaction. Raise Net Promoter Score (NPS) Enhance customer satisfaction by improving support quality, directly addressing the initiative to improve customer service and satisfaction. Lower Operating Costs Implement cost-effective solutions, such as automation, to reduce the expenses related to customer assistance, supporting the broader initiative to optimize operations and resources. Equip Customer Service Representatives Develop a Knowledge Base and provide training to support agents to give them the tools and knowledge they need to provide excellent assistance, in line with the initiative to enhance staff capabilities for better customer service. D. Assumptions Assumptions are statements taken for granted or accepted as true without proof. Assumptions are made in the absence of fact. List and describe the assumptions made in the decision to charter this project. 3

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1. Stakeholder Support: It is assumed that key stakeholders within Muji Private Limited, including senior management and relevant departments, are supportive of the project's success. Their backing is crucial for project approval and successful implementation. 2. Availability of Required Tools and Technologies: It is assumed that the necessary tools, software, and technologies required for the automation of customer support processes are available or can be acquired within the project's scope. 3. Adaptability of Support Staff: It is assumed that the customer support staff can adapt to new procedures and technologies introduced by the project. This includes their willingness to undergo training and embrace changes in their daily tasks. E. Project Description, Scope and Management Milestones 1. Project Description Describe the project approach, specific solution, customer(s), and benefits. The Project Description is located in the Project Proposal, Section C. Project Approach: This project will take a systematic approach to enhance Muji Private Limited's customer support operations. It will involve three main phases: Phase 1: Evaluate and understand the existing customer support process to identify bottlenecks and inefficiencies. Phase 2: Implement automation solutions to streamline support procedures, making it faster and more efficient. Phase 3: Develop a comprehensive Knowledge Base and provide training to customer service representatives to empower them with the information and skills needed to provide excellent assistance. Specific Solution: The project aims to solve the existing inefficiencies in customer support by introducing automation, improving staff training, and developing a Knowledge Base. Customers: The primary customers of this project are Muji Private Limited's existing and potential clients who seek assistance and support from the company. Benefits: The project's benefits include:  Faster customer support with reduced waiting times.  Increased customer satisfaction as a result of quicker and more effective assistance.  Cost savings through automation and optimized support operations. 4

 Empowering customer service representatives with better tools and knowledge, leading to improved service quality. 2. Scope The Project Scope defines all of the products and services provided by a project, and identifies the limits of the project. In other words, the Project Scope establishes the boundaries of a project. The Project Scope addresses the who, what, where, when, and why of a project. The project scope outlines the boundaries and objectives of the project: Who: The project involves the project team members, including the project sponsor, program manager, project manager, and other designated individuals from Muji Private Limited. What: The project will focus on improving customer support procedures, including automation, staff training, and Knowledge Base development. Where: The project will be implemented within Muji Private Limited's customer support department and may involve changes to software and processes used in this department. When: The project will be executed over a defined timeline, with specific milestones and deadlines outlined in the project schedule. Why: The project aims to resolve the business problem of inefficient customer support operations, aligning with the strategic goal of improving customer service and satisfaction. 3. Summary of Major Management Milestones and Deliverables Provide a list of Project Management Milestones and Deliverables (see Section E of the Project Proposal Document). This list of deliverables is not the same as the products and services provided, but is specific to management of the project. An example of a Project Management Milestone is the Project Plan Completed. Event Estimated Date Estimated Duration Project Charter Approved October 5, 2023 1 day Project Plan Completed October 15, 2023 10 days Project Plan Approved October 20, 2023 5 days Project Execution – Started October 25, 2023 Ongoing Project Execution Completed November 15, 2023 21 days Project Closed Out November 30, 2023 15 days 5

F. Project Authority Describe the authority of the individual or organization initiating the project, any management constraints, management oversight of the project, and the authority granted to the Project Manager. 1. Authorization Name the project approval authority that is committing organization resources to the project. Identify the source of this authority. The source of the approval authority often resides in code or policy and is related to the authority of the individual’s position or title. The project approval authority committing organizational resources to this project is the "Chief Executive Officer (CEO)" of Muji Private Limited. The authority of the CEO to approve projects and allocate resources is established in the company's internal policies and aligns with the CEO's position as the highest-ranking executive responsible for strategic decisions. 2. Project Manager Name the Project Manager and define his or her role and responsibility over the project. Depending on the project’s complexities, include how the Project Manager will control matrixed organizations and employees. Project Manager: Subash Pokharel Role and Responsibility: The Project Manager, Subash Pokharel, is responsible for the overall planning, execution, and successful delivery of the project. Their role includes: Creating a detailed project plan outlining tasks, timelines, and resource allocation. Leading and coordinating the project team to ensure tasks are completed as per the plan. Managing project risks and issues and developing mitigation strategies. Communicating with stakeholders, including the project sponsor and customer representatives. Monitoring project progress and making adjustments as needed to stay on track. Ensuring that project objectives, including reducing AHT, raising NPS, lowering operating costs, and improving staff capabilities, are achieved. Matrixed Organizations and Employees Control: The Project Manager will have authority over matrixed organizations and employees through effective communication, leadership, and project management techniques. Clear roles and responsibilities will be defined for all team members, and regular team meetings and progress reviews will be conducted to ensure alignment and coordination. 3. Oversight Describe the Commonwealth or Agency Oversight controls over the project. 6

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Oversight of the project will be provided by Muji Private Limited's internal project management office (PMO) and senior management. The PMO will monitor project progress, review project documentation, and provide guidance to ensure that the project is aligned with the company's strategic goals. Senior management will provide high-level oversight to ensure that the project remains aligned with the company's strategic objectives and financial constraints. Regular project status reports and meetings will be conducted to keep all stakeholders informed and ensure that the project stays on track. G. Project Organization 1. Project Organization Chart Provide a graphic depiction of the project team. The graphical representation is a hierarchal diagram of the project organization that begins with the project sponsor and includes the project team and other stakeholders. 7 Project Sponsor: Sameer Syed Program Manager: Cornelio Sophia Allaine Proponent Cabinet Secretariat: Mandal Krishna Proponent Agency Head: Calderon Nesley Customer (User) Representative: Siddiqi Haseeb Project Manager: Subash Pokharel

2. Organization Description Describe the type of organization used for the project team, its makeup, and the lines of authority. Type of Organisation: The project team is set up in a hierarchical way that makes it easy for people to talk to each other and know who is in charge. This way of organising can help make sure that all tasks are overseen by the right people and that everyone on the team knows who they need to report to. Who is on the Team: Project Sponsor (Sameer Syed): The Project Sponsor is at the top of this list because they set the project's strategic direction and vision. The Project Sponsor makes the most important decisions about the project and is in charge of promoting it at the highest levels of the company. Project Manager (Subash Pokharel): The Project Manager is in charge of the day-to-day operations and making sure the project stays on track. They report directly to the Project Sponsor. The project manager also coordinates with the rest of the team and is the person to talk to about operational needs for the project. Program Manager (Cornelio Sophia Allaine): The Programme Manager is in charge of several projects or parts that work together to make the whole programme work. The Programme Manager and the Project Manager work together to make sure that all projects in the programme are in line with the overall strategy and goals. This person, Mandal Krishna, works as a proponent cabinet secretariat. Their main job is to help the project team communicate with other parts of the organisation. The Cabinet Secretariat makes sure that all project-level decisions are shared with and carried out at higher levels of the organisation. The person in this role, Calderon Nesley, may be in charge of a certain agency or department that is working on the project. They make sure that the goals of their agency are in line with the goals of the project and give it the resources or help it needs. Customer (User) Representative (Siddiqi Haseeb): This person looks out for the interests of the customers or end-users. They give feedback, say what users want, and make sure the project meets those needs. 3. Roles and Responsibilities Describe, at a minimum, the Roles and Responsibilities of all stakeholders identified in the organizational diagram above. Some stakeholders may exist whom are not part of the formal project team but have roles and responsibilities related to the project. Include these stakeholders’ roles and responsibilities also. 1. Project Sponsor (Sameer Syed): 8

- Role: Acts as the project's main advocate and key decision-maker. - Responsibilities: - Provides the vision and objectives for the project. - Approves key deliverables and changes to the project scope. - Secures funding and resources. - Resolves high-level project conflicts and issues. - Communicates project benefits to higher management. 2. Project Manager (Subash Pokharel): - Role: Oversees the execution of the project from initiation to closure. - Responsibilities: - Plans, executes, and closes the project. - Manages project risks, scope, and schedule. - Allocates resources and budgets. - Coordinates with stakeholders and communicates project updates. - Ensures the quality of deliverables and that milestones are met. 3. Program Manager (Cornelio Sophia Allaine): - Role: Manages multiple related projects or components within a larger program. - Responsibilities: - Ensures alignment of individual projects with the overall program goals. - Coordinates and shares resources among projects. - Monitors and reports program-level performance metrics. - Engages with stakeholders across projects. - Facilitates communication and decision-making between projects. 4. Proponent Cabinet Secretariat (Mandal Krishna): - Role: Liaison between the project team and wider organizational units. - Responsibilities: - Facilitates communication between project stakeholders. - Represents the interests of external departments or units. - Ensures alignment between project decisions and organizational strategies. - Assists in change management and implementation. 5. Proponent Agency Head (Calderon Nesley): - Role: Head of a specific agency or department associated with the project. - Responsibilities: - Provides resources and support from their agency or department. - Ensures alignment of agency's objectives with project goals. - Represents the agency in project discussions and decisions. - Approves agency-specific deliverables and changes. 6. Customer (User) Representative (Siddiqi Haseeb): - Role: Voice of the end-users or customers within the project. - Responsibilities: - Gathers and conveys user requirements and feedback. 9

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- Validates project deliverables against user needs. - Engages in user acceptance testing. - Acts as a bridge between the project team and the user community. H. Resources Identify the initial funding, personnel, and other resources, committed to this project by the project sponsor. Additional resources may be committed upon completion of the detailed project plan. Resources Allocation and Source Funding Federal Grant Amount: $150,000 Source: State Grant Amount: $ 50,000 Savings: $30,000 Cost Avoidance Savings: $10,000 Project Team (Full and Part Time Staff) Staff 1 - Full-time, IT Department: Salary - $50,000 p.a. Staff 2- Part-time, Marketing Department: Salary - $25,000 p.a. (part- time rate) Customer Support 24/7 Help Desk Support: Annual cost - $12,000 Dedicated Customer Relationship Manager: Salary - $40,000 p.a. Facilities Conference Room B for project meetings: Rent - $300/month Warehouse space for project equipment: Rent - $700/month Equipment 5 Laptops: $3,000 each = $15,000 total 1 Projector: $700 Software Tools Microsoft Project for project management: License - $400/year Slack for team communication: Subscription - $6/user/month x 10 users = $720/year Other Transportation for field visits: Estimated - $3,000/year Catering for team meetings: Estimated - $1,500/year I. Signatures The Signatures of the people below document approval of the formal Project Charter. The Project Manager is empowered by this charter to proceed with the project as outlined in the charter. Position/Title Signature/Printed Name/Title Date Proponent Cabinet Secretariat (as required) Mandal Krishna 23/09/2023 Proponent Agency Head Calderon Nesley 23/09/2023 Project Sponsor (required) Sameer Syed 23/09/2023 10

Program Manager Cornelio Sophia Allaine 23/09/2023 Project Manager (required) Subash Pokharel 23/09/2023 Customer (User) Representative Siddiqi Haseeb 23/09/2023 11

Project Charter - Group 5

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