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PMP project example
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Initiation & Planning
Execute & Monitor Project
Collect Requirements
Stakeholder Analysis
Project Charter
Define Scope
Create Work Breakdown Structure
Create Activity List, Budget, & Schedule
CommunicationPlan
Risk AssessmentClosure Report
Status Report
Meeting Agenda
Ad Hoc Reports
Project Management Document Flow Chart
Change Request(as needed)
Change Log
Project Charter
for
VoIP Implementation Project
Prepared for Company Name
January 2010
Project Charter for VoIP Implementation Project Page ii
Table of Contents
1. Project Description ....................................................................................................... 1 2. Business Objectives and Success Criteria ..................................................................... 1 3. Preliminary Project Scope ............................................................................................. 1 4. Cost-Benefit Analysis .................................................................................................... 2 5. Assumptions and Dependencies ................................................................................... 3 6. Milestones ..................................................................................................................... 4 7. Business Risks ................................................................................................................ 4 8. Resources ...................................................................................................................... 4 9. Approvals ...................................................................................................................... 5 10. Revision History ............................................................................................................ 5
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, voicemail, 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.
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, voicemail, 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 Quantification Estimated
Impact
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
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
$ 26,000 a year savings
Advanced Features
Features like voicemail, 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 voicemail 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
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.
Project Charter for VoIP Implementation Project Page 4
6. Milestones
Event or Deliverable Target Date Responsibility
Project charter approved Sponsor
Project plan completed Project Manager
Project plan approved Sponsor
Phone System Ready For Testing Project Team
Phone System Sign-off by key stakeholders Project Team
Training Completed Users / Project Team
Acceptance 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
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
Role or Title Name and Signature Date
President
CFO
10. Revision History
Name Date Reason For Changes Version
Stakeholder Analysis for VoIP Implementation Page 1
1 of 2
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 All stakeholders that apply. Use people’s names whenever possible.
1. Approves funding for this project? John Doe, Julian Doe
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?
Everyone in the company along with all customers that call in
9. Set the organizational goals that drive the necessity of this project?
James Doe, Joe Doe, Julian Doe
10. Will assign people to the project team and determine the hours per day they work on the project?
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)?
James Doe, Joe Doe, Julian Doe
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)?
John Doe
14. Represents organization policies governing this project?
John Doe
15. Represents regulations or laws affecting this project? John Doe
Stakeholder Analysis for VoIP Implementation Page 2
2 of 2
16. Will have their work disrupted by this project? n/a
17. Will have to change their systems or processes because of this project?
n/a
18. Will benefit from this project? (If this is a large group, who will represent this group?)
At some level, anyone in the company. Main beneficiaries will be employees that interact with the phone more than others.
19. Will perform the work on this project? (This includes all vendors and subcontractors as well as employees)
John Doe, Jimmy Doe
20. Will participate in phase gate decisions to approve moving the project to the next phase?
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: Title:
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?
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.
Requirements List for VoIP Implementation Project Page 1
VoIP Implementation
Requirements List Project Manager: John Doe Last Updated:2010.08.31
Requirement Description Requestor
Receive local, long distance, and 800 calls The new phone system should be able to receive both local, long distance,
and all of our 800 calls
General
Make outgoing calls The new phone system should be able to place both local, long distance,
and 800 calls
General
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
personal phone number
Jose Doe
Be used in remote office The new system should be scalable, easily extended to our current and any
future remote locations
General
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
on rules
Josh Doe
Email notifications Users should be notified by email when they have a voicemail General
Call groups/queue's The system should support different types of call groups and queue's based
on business need
General
Automated reporting Specified individuals should receive automated reports on call volume and
individual performance
Jill Doe
Port old numbers All 800 numbers and several local numbers must be able to be ported to
the new system
General
DR solution In case of a downed line, etc, there has to be a viable and economical
backup solution
Jose Doe
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
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 voicemail 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.
VoIP Implementation
1.0 Research
2.0 Testing
3.0 Implementation
1.1 Compare IP-PBX Options
1.2 Document Capabilities
2.1 Evaluate potential IP-PBX Options
2.2 Recreate existing PBX functionality on test IP-PBX
3.1 Procure hardware
3.3 Test new system with stakeholders input
3.2 Migrate test system settings to new production IP-PBX system
Work Breakdown Structure for VoIP Implementation Project Page 1
2.3 Implement and test new features IP-PBX offers
2.4 Work with stakeholders to identify best fit solution
3.4 Deploy and implement to secondary location first
3.5 Deploy and implement to primary location second
ID WBS Task Name Cost Duration Start Finish Predecessors Resource Names
1 1.1 Research IP-PBX solutions and document about each $400.00 5 days Mon 8/30/10 Fri 9/3/10 John Doe
2 2.1 Compare requirements to advertised functionality $80.00 1 day Mon 9/6/10 Mon 9/6/10 1 John Doe
3 2.2 Recreate existing PBX functionality on test IP-PBX $160.00 2 days Tue 9/7/10 Wed 9/8/10 2 John Doe
4 2.3 Implement new PBX features $160.00 2 days Thu 9/9/10 Fri 9/10/10 3 John Doe
5 2.4 Work with stakeholders to identify best solution $400.00 1 wk Mon 9/13/10 Fri 9/17/10 4 John Doe
6 2.4.1 Project manager decides on solution $320.00 2 days Mon 9/20/10 Tue 9/21/10 5 Juan Doe
7 3.1 Procure Hardware $40.00 0.5 days Wed 9/22/10 Wed 9/22/10 6 John Doe
8 3.2 Migrate test system to production $120.00 1.5 days Thu 9/23/10 Fri 9/24/10 7 John Doe
9 3.3 Test systems with stakeholder input $800.00 2 wks Mon 9/27/10 Fri 10/8/10 8 John Doe
10 3.3.1 Get final stakeholder signoff $160.00 1 day Mon 10/11/10 Mon 10/11/10 9 Juan Doe
11 3.4 Deploy and implement to test location $1,600.00 4 wks Tue 10/12/10 Mon 11/8/10 10 John Doe
12 3.5 Deploy and implement to primary location $1,600.00 4 wks Tue 11/9/10 Mon 12/6/10 11 John Doe
22
Task
Split
Progress
Milestone
Summary
Project Summary
External Tasks
External Milestone
Deadline
Page 1
Project: voip_implementation_projectDate: Thu 9/2/10
John Doe
John Doe
John Doe
John Doe
John Doe
9/21
John Doe
John Doe
John Doe
10/11
John Doe
John Doe
29 5 12 19 26 3 10 17 24 31 7 14 21 28 5 12 19 26 2 9 16 23 30Sep '10 Oct '10 Nov '10 Dec '10 Jan '11 Feb '1
Task
Split
Progress
Milestone
Summary
Project Summary
External Tasks
External Milestone
Deadline
Page 2
Project: voip_implementation_projectDate: Thu 9/2/10
August 2010Sunday Monday Tuesday Wednesday Thursday Friday Saturday
1 2 3 4 5 6 7
8 9 10 11 12 13 14
15 16 17 18 19 20 21
22 23 24 25 26 27 28
29 30 31
Research IP-PBX solutions and document about each, 5 days
September 2010Sunday Monday Tuesday Wednesday Thursday Friday Saturday
1 2 3 4
5 6 7 8 9 10 11
12 13 14 15 16 17 18
19 20 21 22 23 24 25
26 27 28 29 30
Research IP-PBX solutions and document about each, 5 days
Compare requirements to advertised functionality , 1 dayRecreate existing PBX functionality 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
October 2010Sunday Monday Tuesday Wednesday Thursday Friday Saturday
1 2
3 4 5 6 7 8 9
10 11 12 13 14 15 16
17 18 19 20 21 22 23
24 25 26 27 28 29 30
31
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
Deploy and implement to test location, 4 wks
November 2010Sunday Monday Tuesday Wednesday Thursday Friday Saturday
1 2 3 4 5 6
7 8 9 10 11 12 13
14 15 16 17 18 19 20
21 22 23 24 25 26 27
28 29 30
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
December 2010Sunday Monday Tuesday Wednesday Thursday Friday Saturday
1 2 3 4
5 6 7 8 9 10 11
12 13 14 15 16 17 18
19 20 21 22 23 24 25
26 27 28 29 30 31
Deploy and implement to primary location, 4 wks
Deploy and implement to primary location, 4 wks
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 Email
Jose Doe Status update Weekly 1. In person 2. Via Email
Josh Doe Status update Weekly 1. In person 2. Via Email
Jill Doe Status update Weekly 1. In person 2. Via Email
Juanita Doe Status update Weekly 1. In person 2. Via Email
Risk Assessment for VoIP Implementation Project 1
VoIP Implementation Risk Assessment Last updated 2010.08.31 Project Manager: John Doe
Risk ID
WBS
Likelihood
Date Found
Assigned
Description Strategy
Status
Close Out Date
1 1.0 9 2010.08.01 John Doe Project resources will be taken away to work on other tasks/projects
Inform stakeholders of consequences of loss of resources
Ongoing battle -
2 2.1 6 2010.08.07 John Doe Risk that some potential options might be overlooked
Consult with several vendors on best-in-class IP PBX options
Completed 2010.08.05
3 2.2 2 2010.08.01 John Doe Risk that some things will not be able to be recreated by the new IP-PBX
Test and work with vendor to establish what the new system can and can not do
Completed 2010.08.07
4 2.4 8 2010.08.01 Joe Doe Some stakeholders will not buy into new solution
Inform, communicate with, and interact to meet needs and address concerns of stakeholders
In Progress -
5 3.1 4 2010.08.01 John Doe Delays in procuring hardware or software licensing
Consult hardware and software suppliers to ensure product is will be in stock at time of order placement
Completed 2010.08.23
6 3.4 8 2010.08.01 John Doe Risk that moving fax or phone lines over will delay implementation
Work with phone providers to get information in their hands as soon as possible and ensure information is correct
In Progress -
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.
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 Results
1 Design, build, test, and implement a VoIP phone solution
Success
2 Determine stakeholder expectations in order to define a course of action
Success, although holding stakeholders to their initial expectations and avoiding scope creep is a constant challenge.
3 Educate users of the tools and capabilities available
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 160 200
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 2010.10.01 2010.09.25
Explanation of schedule variance
Implementation was smooth and telephone providers were able to deliver ahead of schedule.
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
Role or Title Name and Signature Date
President
CFO
Project Manager
Project Sponsor
Change Log for VoIP Implementation Project 1
VoIP Implementation Change Log Last updated 2010.09.01 Project Manager: John Doe Change ID
Date Submitted
Requested by:
Description
Cost/Schedule Impact
Status
1 2010.08.27 Jose Doe Order additional phones (3) Additional $600 Pending
2 2010.09.01 Joe Doe Purchase a conference phone (1) Additional $400 Pending
Description of fields:
Change Id: A unique identifier Description: Describe the change being requested.
Date Submitted: Date issue became known. yyyy.mm.dd Impact: Describe the impact to cost or schedule.
Requested by: Person who is requesting the change Status: Approved or Pending or Rejected and date.
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 [Name of person requesting change] Submitted by [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:
[signature]
Approved by:
[name]
Approval date:
[yyyy.mm.dd]
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 Leader Name] Meeting Purpose [Describe meeting purpose] Project Purpose [Purpose description from statement of work]
Participant Names Attended? [participant name]
[participant name]
[participant name]
Agenda Item
Who’s Responsible
Time Allotted
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]
Status Report for VoIP Implementation Project 1
VoIP Implementation Status Report Status Date Project Manager Sponsor 2010.09.01 John Doe Joe Doe
Status Period From: 2010.08.30 To: 2010.09.03
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 voicemail 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
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