Project Charter _Group 5
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School
Centennial College *
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Course
202
Subject
Information Systems
Date
Dec 6, 2023
Type
docx
Pages
12
Uploaded by ProfPelicanMaster606
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:
Project Working Title:
Proponent Secretariat:
Proponent Agency:
Prepared by:
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
Program Manager
Project Manager
Proponent Cabinet Secretariat
Proponent Agency Head
Customer (User) Representative(s)
Other
B.
Executive Summary
1
An Executive Summary is required when Sections C through 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.
Muji Private Limited, a company renowned for its commitment to customer happiness, is
actively working to improve its present customer assistance systems. In today's competitive
business environment, excellent customer service is just as important as superior products.
Given this, there is an urgent need for transformation because Muji's manual processes have
clear limits, including slow reaction times and rising operating expenses. The initiative
outlined in this charter aims to increase the company's knowledge base, expedite agent
training, and automate customer support operations.
This project charter painstakingly encapsulates the heart of the endeavor by outlining the
underlying commercial justifications, presumptions, goals, and deliverables. Muji seeks to
redefine service excellence by ensuring quicker, more effective, and efficient customer support
through a disciplined manner. With the thorough planning, resource allocation, and assistance
from important stakeholders described in this paper, Muji is on a trajectory to meet goals for
unmatched 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.
Currently, Muji Private Limited is having trouble with their customer support operations.
These difficulties can be ascribed to laborious, time-consuming processes that have increased
operational expenses, stagnant client satisfaction, and increased response times. More
particularly:
1.
Ineffective Procedures: Customers experience lengthier wait times and discontent since
the present techniques for resolving their questions and issues are manual.
2.
Lack of Quick Information Retrieval: Customer support representatives frequently run
into issues getting timely access to pertinent information, which causes delays in
problem solving.
3.
Cost inefficiencies: The customer support department's operational costs have
increased due to the inefficiencies of the current system.
4.
Customer Satisfaction Stagnation: Despite the company's best efforts, customer
satisfaction has not significantly increased, which is a serious worry given the
competitive business climate and the crucial role that customer service plays in
maintaining and gaining consumers.
2
In conclusion, Muji Private Limited's customer service procedures are inefficient, and this has
a negative influence on response times, expenses, and overall customer happiness.
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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
Improve Operational Efficiency
Across All Departments
To improve efficiency, shorten the average handling time (AHT) for customer service requests.
Enhance Customer Relationship Management and Experience
The Net Promoter Score (NPS), a measure of consumer happiness, should go up.
Give customer care personnel the knowledge and tools they need to provide excellent support.
Cost Reduction in Operational Expenditures
Reduce the expenses of providing customer service.
Adopt and Implement Modern Technologies for Business Operations
Automate processes, simplify agent education, and automate everything.
Staff Empowerment and Capacity Building
Give customer care agents the training and resources they need.
Maintain a Competitive Edge in
the Market
To stand out from the competition, guarantee quick response
times, efficient inquiry responses, and high levels of client satisfaction.
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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.
The success of this project depends on the identification and acceptance of the following assumptions:
1.
Support from Stakeholders: Support from all significant stakeholders is anticipated. Their ongoing assistance is essential to the project's success over its entire existence. Any shift in stakeholder opinion or support might have an impact on the project's results.
2.
Technology Accessibility: It is expected that the necessary tools and technology are accessible. This is based on the supposition that there are no obstacles to getting, using,
or running the technology needed for the project.
3.
Team Adaptability: The project is predicated on the assumption that the support staff and other relevant individuals can and will easily adjust to new procedures and tools. The project could be delayed if the personnel are reluctant to change or if there are unanticipated training difficulties.
4.
Financial Assumptions: The project assumes that the budget allotted will be enough to pay for all costs. There shouldn't be any unanticipated expenses that would need funding above and above the budgeted amount.
5.
ROI Realization: Following project completion, it is anticipated that the business will achieve the predicted return on investment (ROI) within the allotted time (i.e., one year). The perceived success of the project may be impacted by any differences between the expected and actual ROI.
The project management team must frequently assess these presumptions and revise the project plan as necessary if any of them turn out to be false.
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: The project adopts a methodical, staged approach, starting with a careful
assessment of the current customer assistance procedure. We will introduce automated techniques
and technology to simplify the process after inefficiencies have been found. Finally, there is a
focus on creating an extensive knowledge base and training curriculum to equip customer support
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representatives.
Specific Solution:
Three things make up the main remedy:
1.
Analyzing the present support procedure is essential to identifying inefficient regions and
locating possible areas for automation or improvement.
2.
Encourage the use of automation: Automating common operations and queries will result
in quicker response times, a reduction in the amount of time typically spent answering
each request, and a consequent decrease in operating expenses.
3.
Building the Knowledge Base and Training Agents A strong knowledge base guarantees
that agents have information at their fingertips, and a thorough training program
guarantees that they can use it effectively.
Consumers: Current and potential consumers of Muji Private Limited who turn to the company's
customer service for questions, comments, or the resolving of issues.
Benefits:
1.
Lower Average Handling Time: Customers will get answers to their questions more
quickly.
2.
Improved Net Promoter Score: Positive customer feedback and recommendations will
result from higher customer satisfaction levels.
3.
Reduced Operating expenses: Process streamlining, and automation will minimize
expenses by requiring less time and labor.
4.
Agents who are empowered will be more successful and confident in their
responsibilities, which will increase work satisfaction and lower turnover rates.
These advantages will distinguish Muji Private Limited from other businesses and establish the
company as the industry leader in customer service, increasing client retention and loyalty.
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. Who:
1.
Target: The customer service department of Muji Private Limited.
2.
Customers of Muji Private Limited and customer service agents are the beneficiaries.
What:
1.
automating the customer care process will boost productivity.
6
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2.
simplifying agent training to better equip them.
3.
improving the current knowledge base to provide speedier query response.
Where:
1.
To ensure that both offline and online consumers take advantage of the improved
support procedure, the project will be implemented at Muji Private Limited's customer
care centers and online platforms.
When:
1.
After the charter is accepted, preliminary review and project planning will start right
away.
2.
Estimated completion dates for the automation procedure and knowledge base
improvement are six months.
3.
Beginning in the second month and continuing as needed, training and development for
agents will be a continuous process.
Why:
1.
To cut down on customer query average handling time (AHT).
2.
To raise Net Promoter Score (NPS) metrics for customer satisfaction.
3.
Help reduce the overhead expenses related to providing customer service.
4.
To guarantee that customer service employees have the knowledge and tools they need
to respond to consumer inquiries successfully and quickly.
Boundaries of the Project:
1.
Other divisions or functions of Muji Private Limited will not be included in this
project; its primary goal is to improve the customer support procedure.
2.
For this stage of improvement, only the current web platforms and customer support
services will be considered. Based on the success of this initiative, expanding to more
centers or platforms may be explored in later phases.
3.
While operating expenses reduction is the goal, quality improvement will continue to
be the key priority. Cost-cutting won't be done at the price of poor customer service.
4.
This scope helps to keep the project on track by addressing the main issues with the
present customer care procedure and ensuring that it is in line with the objectives of
Muji Private Limited and its clients.
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5.
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 14, 2023
1 day
Project Plan Completed
October 30, 2023
2 weeks
Project Plan Approved
November 4, 2023
1 week
Project Execution – Started
November 6, 2023
-
Project Execution Completed
December 6, 2024
1 months
Project Closed Out
December 8, 2024
2 days
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.
Project Approval Authority: The Board of Directors of Muji Private Limited.
-
Source of Information: The organizational by-laws and policies of Muji Private
Limited explicitly state that the Board of Directors has the power to approve projects
and distribute money. Their authority to make decisions stems from the corporate
charter's description of the company's governance structure.
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.
Name: Subash Pokharel
Role and Responsibility:
1.
General Management: Subash Pokharel, the project manager, will oversee the project's
overall management and delivery, making sure it stays within the allotted time, money, and
scope.
2.
Team Leadership: He will serve as the project team's leader and make sure that everyone in
the team is aware of their duties and expected outputs.
3.
Subash will serve as the main point of contact for all internal and external stakeholders,
ensuring consistent and understandable communication regarding the project's status,
hazards, and other crucial components.
4.
Risk management: A key component of Subash's job will be to identify possible hazards
and develop mitigation solutions.
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3.
Oversight Describe the Commonwealth or Agency Oversight controls over the project. Muji Private Limited's oversight:
1.
Internal Audit Team: The project will be frequently reviewed by Muji's internal audit
team to make sure it complies with the organization's financial, operational, and
strategic requirements.
2.
Steering Committee: To offer direction, strategic insight, and decision-making support
for the project, a steering committee made up of top officials from multiple
departments will be established.
3.
Quarterly Reviews: The management team will evaluate the project's progress every
three months to make sure it is on track with the company's goals and to offer any
required course adjustments.
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. Project Sponsor
2. Organization Description
Describe the type of organization used for the project team, its makeup, and the lines of authority.
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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.
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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. 11
Resources
Allocation and Source
Funding
Source: (i.e. Federal Grant) Amount: $
Source: Amount: $
Savings: $
Cost Avoidance Savings: $
Project Team (Full
and Part Time Staff)
Customer Support
Facilities
Equipment
Software Tools
Other
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)
Proponent Agency Head
Project Sponsor (required)
Program Manager Project Manager (required)
Other Stakeholders as needed
Other Stakeholders as needed
12
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