project management charter.pdf

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.


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


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.


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


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

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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?


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)?

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

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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



Get final stakeholder signoff 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 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



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


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


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]


[topic discussion]

[topic resolution]


[topic discussion]

[topic resolution]


[topic discussion]

[topic resolution]


[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

Documents

project management charter.pdf