Project Management Standard Operating Procedures

Standard Operating Procedure PROJECT MANAGEMENT

Standard Operating Procedure

For Project Management

Document Number:

24001

Audience: Project Management

Author:

Sybil Jennings

Effective Date: 4/3/03

Version: 1.2

Version 1.0 Internal Use Only 1


Project Management SOP Table of Contents

Accept ........................................................................................................... 3 I. Manager Accepts Project ................................................................. 3 II. PM Accepts Project ........................................................................ 4

Define ........................................................................................................... 5 I. Preparation ......................................................................................... 5 II. Preliminary Meetings ..................................................................... 6 III. Documentation ................................................................................ 7

Plan ............................................................................................................... 7 I. Preparation ....................................... Error! Bookmark not defined. II. Kick Off Meeting ............................................................................. 8 III. Service Orders ................................................................................ 8 IV. Weekly Status/Readiness Meetings ............................................ 9 V. Customer Communication ............................................................ 9 VI. Documentation .............................................................................. 10

Implement ................................................................................................. 10 I. Preparation ....................................................................................... 10 II. Customer Communication .......................................................... 11 III. Internal Communication .............................................................. 11 IV. Documentation .............................................................................. 11

Close ........................................................................................................... 12 I. Project Closure ................................................................................. 12

Team Norms ............................................ Error! Bookmark not defined. Project Management Document Index ......................................... 13 Reference Document Index ............................................................... 14



Project Management processes and procedures rely heavily on template tools. All words in bold italics reference an existing template or document to incorporate into the process. ACCEPT * Acceptance of project from Manager and Project Manager.

I. Manager Accepts Project A. Manager – Project Management Team receives an email from Sales requesting a Project

Manager (PM). B. Manager reviews:

a. Request b. Order Packet c. PM workload and skill sets

C. If further clarification is required, due to insufficient information, Manager emails or calls Sales to discuss.

D. Manager accepts/declines project based on criteria E. If accepted, Manager emails PM with project assignment. F. If scope of work does not meet Project Criteria, Manager contacts PNOC Manager, and

requests the project be assigned to an LCA. PNOC Manager will assign an LCA and follow appropriate guidelines to implement the project.

Input Email from Sales Output Email to PM Duration 1 Day 2 Days 2+ Days

Required Documents Order Packet (Contract, Solution Information Document – SID) and possibly ORB

Reference Documents None ORB Review Note: If there is an ORB associated with a project, the Product Manager will schedule a meeting to review the ORB prior to start of the project. The participants are as follows.

A. Product Manager B. Manager – PM Team C. Project Manager D. CE E. SE (possibly) F. Process



II. PM Accepts Project A. Receive email from Manager with a project assignment. B. Review order packet for an understanding of the project (remember a copy of the signed

contract). (e.g. SOW, Timeline, ORB, Expedites, resource requirements) C. Reviews workload, then accepts or declines project D. PM sends email to Manager to say they are accepting project, or declines with

explanation. E. Manager of PM team sends email to “Order Packet Distribution List” and sales (copy

Project Manager) notifying the group that the project has been accepted by Project Management and provides the name of the Project Manager

Organizing the Project A. After project is accepted, add the customer name to the Project Checklist template. B. Enter project into Project Database: C. Project Database is located at R:\Special\Customers. D. Procedures on how to enter information in the Project Database are located at

R:\Special\Cust_Care_Special\Project Management\Training\Training Documents\Project Management Database Training.

E. Enter the following dates in the database: a. Sales Provides order Packet b. Project Manager Assigned

F. Add the ID number from the PM Database into the PM DB ID field on the Project Checklist.

G. Copy and paste the customer Project Management folder template (found at R:\Special\Cust_Care_Special\Project Management\Reference Materials) into the customer folder created by Sales (found at R:\Special\Customers\Customer Type\Order\Post Sale). The customer folder template consists of Install/Transition Plan, Meeting Minutes, Misc, Scope of Work, Weekly Status and Team Roster.

H. Rename folder to “Project Management”.

Input Email from Manager

Output Email to Order Packet Team and Sales with acceptance and notification of Project Manager

Duration 1 Day 2 Days 2+ Days Required Documents Order Packet, Project Checklist, possibly ORB Reference Documents None



DEFINE * PM gathers all necessary information to correctly define and manage project. Goal for Definition stage is to have a complete and accurate SOW

I. Preparation A. Review order packet for an understanding based on Service Definition/ORB. B. Review SLA’s, processes and all other project documents as appropriate C. Talk with any subject matter experts available. (e.g. PM’s, SE’s, CE) D. Verify design with equipment code on SID with equipment list (location listed in index). E. Create Project Binder (if PM determines binder is necessary) Binder consists of:

a. Project Checklist b. Team Roster c. Internal Communication Plan (including Change Control) d. Scope of Work e. Project Plan f. Issues Register g. Project Book

i. Expectations & Success Criteria ii. Customer Communication Plan (including Change Control) iii. Customer Risk Analysis

h. Internal Risk Analysis i. Product Documentation j. Converged Services Checklist k. Order Tracking Documents l. Action Items m. Status Reports n. PM Transition Plan o. Project Schedule p. Project Audits q. Lessons Learned r. Copy of Welcome Letter s. Project Closure & Billing Document t. Project Hand Off Document u. Agendas/Meeting Minutes v. Emails w. Any other project documents

F. Create the Scope of Work, preliminary Project Schedule and preliminary Project Plan.



II. Preliminary Meetings A. Schedule meeting with Customer Engineer and Sales Engineer to review project. Clarify

and Confirm: a. Customer Background b. Customer Expectations c. Measurements of Success d. Sale e. Review Design – end to end to identify all components and responsibilities f. Equipment g. Hardware Configuration h. Site Requirements i. Scope of Work j. Change Control k. Risks/Strategies l. Roles and Responsibilities m. Communications Plan with Sales n. Implementation Plan o. Critical Dates/Priorities p. SLA’s and Policies q. Escalation Procedures

B. Schedule customer meeting for introductions and project review. (Include Agent, if applicable). Clarify and Confirm:

r. Customer Expectations s. Measurements of Success t. Scope of Work u. Site Requirements (Handout) v. Roles and Responsibilities (Review Customer Responsibilities) w. Change Control x. Risks/Strategies y. Communication Plan with Customer and Agent, if applicable (including Change

Control) z. Critical Dates/Priorities aa. Contacts bb. Acceptance Criteria cc. SLA’s and Policies dd. Escalation Procedures ee. Implementations Strategy ff. Billing gg. Provide customer with Voice Worksheet (if applicable) and give a firm due date

for it to be returned.



III. Orders A. Send email to PC and Equipment Manager to place network and equipment orders.

Copy the Sales Engineer involved with the order.

IV. Documentation B. Update all project documents on a daily basis and add most recent versions to Project

Binder. C. Complete Project Audit document for Definition Phase and submit to Manager. D. Enter the following dates in the Project Database:

a. Initial Customer Contact b. Complete Define Stage (SOW) c. Order Given to LCA

Input Project Acceptance

Output

Scope of Work Also, Preliminary Project Schedule, Preliminary Project Plan, Customer Expectations, Project Book Draft, Communication Plan, Project Audit Orders provided to PNOC LCA and Equipment Manager

Duration 1-3 Days 4-5 Days 6+ Days

Required Documents

Order Packet, Project Checklist, Project Plan, Project Schedule, Scope of Work, Expectations, Project Book, Communication Plan, Risk Analysis, Team Roster, Voice Worksheet (if applicable), Status

Reference Documents Map of locations, Infrastructure Map, Converged Service Checklists, Agenda/Meeting Minutes Template, SLA’s, Service Definitions, ORB

PLAN * PM works with customer and project team to plan all project action items. Goal for Planning is to have the Project Planned thoroughly and Timeline created.

I. Planning A. Review SOW and design B. Review Voice Worksheet C. Review Site Requirements and timeline frame to complete work D. Review Customer Expectations, Requirements, Measurement of Success E. Identify resource requirements (skill sets) F. Build a tentative Timeline (review calendars for Holidays) G. Plan training dates for Voice Training, if applicable H. Plan required meetings for the project I. Review and plan Customer Communication Plan J. Outline known Risks associate with the project (always anticipate the unknown) K. Review the Logins and Passwords customer will require L. Review IP requirements M. Review LOA requirements N. Review Listing requirements (Voice)



II. Kick Off Meeting (PM determines need for meeting) A. Schedule Kick off meeting with Customer Care, Engineering and Operations to review

project and review and update the tentative schedule (include SE if necessary). B. Utilize the Kick Off Meeting Template to structure the discussion. C. Share:

a. Customer Expectations/Measurements of Success b. Design c. Scope of Work d. Risks/Strategies e. Roles and Responsibilities (Complete Team Roster with key roles for this project) f. Identify LCA and Equipment Manager assigned to project g. Communication Plan with Team (including Change Control)

i. PM – Single point of contact ii. Escalation procedures

h. Critical Dates/Priorities D. Complete Project Plan with input from project team.

III. Service Orders A. Obtain tentative equipment due dates. B. Obtain tentative circuit due dates. C. Verify that customer has been assigned username and password for the Zone and

Softswitch (if applicable). D. Obtain HP Openview Engagement ID and NS Account Number from LCA and enter on to

Project Checklist for tracking purposes. E. Post installation and transition dates in ‘Converged Services Implementation’ calendar in

outlook. F. Email Operations Supervisor to obtain an assigned technician for project install and

transition. (Typically the Technician will be the On Call)



IV. Weekly Status/Readiness Meetings (as determined by PM) A. Hold weekly/bi-weekly meetings (based on need) to:

a. Coordinate completion of the Project Book. i. Detailed Design ii. Install/Transition Plan (needs to be completed 2 weeks prior to

installation) iii. Test and Turn Up Document

b. Follow up on service/equipment order dates and any impact they may have on the project.

c. Confirm Service Definitions, SLA’s and product information. d. Confirm processes are being implemented correctly. e. Do we need new processes?? f. Address and resolve Issues Register on weekly basis. g. Obtain action item status. h. Ensure timely completion of all action items. i. Provide team project status. j. Ensure all team members are reporting time spent.

B. Responsibilities during Weekly Status/Readiness Meetings: a. PM’s lead the meetings b. Customer Engineers (CE) lead technical discussions c. CE’s and other team members may place information in the documents. d. PM’s are responsible to ensure project team has completed of required

documents.

V. Customer Communication A. Follow the Communication Plan developed jointly with the customer B. Review and confirm Project Book with customer (Customer Implementation Review).

a. Detailed Design b. Install/Transition Plan c. Site Requirements d. Risk Analysis

C. Send Customer Implementation Review date (from A) to LCA for HP Openview tracking. D. Send customer weekly status updates. E. Ensure customer action items are completed. F. Review Site Requirements Form with customer. G. Provide customer with Orange Sticker to mark location of Demarc. H. Report major project milestones. I. Address lessons learned. J. Review escalation procedures. K. Review billing information. L. Provide Zone and/or Softswitch Username and Password to customer. M. Set up Softswitch Training date and time with customer (reference the Training Calendar

in outlook to ensure resource availability). N. Obtain completed Voice Worksheet from customer and send to PNOC LCA.



VI. Documentation A. Update all project documents on a daily basis and add most recent versions to Project

Binder. B. Complete Project Audit document for Planning Phase and review with Manager. C. Enter the following dates in the Project Database:

a. Project Manager Plans Project b. Estimated Install c. Estimated Transition

Input Scope of Work, Project Schedule, Project Plan, Project Audit

Output Project Plan, Project Book (including Project Schedule), Completed Voice Worksheet, Project Audit, Contact internal departments with any related Lessons Learned

Duration 1-8 Days 9-10 Days 11+ Days

Required Documents Order Packet, Project Checklist, Project Plan, Scope of Work, Project Book, Issues Register, Voice Worksheet, Project Audit

Reference Documents Map of locations, Service Checklists, General Information Checklist, Agenda/Meeting Minutes Template, Expectations

IMPLEMENT * Install circuits and customer equipment. Train customer. Install and transition services. Goal of Implementation Phase is to implement the Plan that the project team developed.

I. Preparation A. Confirm the Plan is complete and all necessary documents have been completed and

reviewed. B. Verify all project team members have completed the necessary preparation, and have the

necessary information, training and tools for implementation. C. Send out updated and finalized Install/Transition Plan to project team 2 weeks prior to

implementation. D. Confirm the Project team knows the Communication/Escalation Plan



II. Customer Communication A. Provide Project Book to customer with firm install/transition schedule 2 weeks prior to

install. B. Communicate with customer throughout the service implementation to ensure the

customer’s needs/expectations are met. C. Follow Communication Plan and Escalation SOP. D. Train customer on services and provide customer with training documentation.

a. Process (How to Schedule a Video Conference – if applicable) b. Escalations (Support Contacts) c. Web Portal (The Zone) d. Softswitch

E. Customer Acceptance (Install Accepted)

III. Internal Communication (As determined by Project Manager) A. Provide daily/hourly updates and status to project team and management. B. Follow Communication Plan and Escalation SOP.

IV. Documentation A. Update all project documents on a daily basis and add most recent versions to Project

Binder.

Input Project Plan, Project Schedule, Project Audit

Output Installation Complete, Test and Turn Up Document, Customer Acceptance

Duration ICB based on number of sites and Project Plan

Required Documents Project Checklist, Project Plan, Project Book, Expectations, Test and Turn Up, Install/Transition Plan, Sign Off, Training Documents, Project Audit

Reference Documents Map of locations, Service Checklists, General Information Checklist, Agenda/Meeting Minutes Template, Expectations



CLOSE * Administrative and internal closure of project.

I. Project Closure F. Conduct closure meeting with customer (utilize the Closure Meeting Agenda

Template). a. Ensure customer expectations have been met (review Expectations_Success

Criteria document). b. Communicate billing start date to customer. c. Review lessons learned from customer’s point of view. d. Document all customer feedback for final project audit. e. Review Support and Processes

B. Complete Project Audit document for Implementation Phase and review with Manager. C. Enter the following dates in the Project Database:

a. Actual Install b. Actual Transition c. Estimated Project Closure A. Estimated Bill

D. Send Project Closure document to “Project Closure” distribution list in Outlook (add Account Manager, Sales Engineer, Bill Keenan and Mary Zins). This document will prompt the LCA to complete billing system entry.

E. Send customer Welcome Letter. F. Complete Project Binder with complete and updated documents. G. Schedule first bill review with customer and LCA. During this meeting, the project will

formally be handed off from the Project Manager to the LCA for service assurance. H. Complete Project Audit document for Closure Phase and review with Manager. I. Enter the following dates in the Project Database:

a. Actual Project Closure b. Actual Bill

Input Customer Sign Off (including any exceptions)

Output Completed Project Binder, Project Audit, Contact Process, Product or Sales with any related Lessons Learned

Duration 2-3 Days 4 Days 5+ Days

Required Documents Project Checklist, Project Plan, Project Book (Welcome Kit), Project Closure, Project Binder, Hand Off Document, Project Audit

Reference Documents Lessons Learned, Customer Feedback, Peer Feedback, Metrics Documents



PROJECT MANAGEMENT DOCUMENT INDEX *All documents below are located on Sharepoint

SOP’s (Standard Operating Procedures)

Name Description Escalation SOP Standard Operating Procedures for order/issue escalation. Project Management SOP Standard Operating Procedures for Project Management.

Project Management Templates

Name Description

Action Items Template Documentation of all project action items. This template can be used as both the Action Items and Issues Register for a small project.

Closure Meeting Template Agenda template for the project closure meeting with the customer. Communication Plan Template Documentation outlining mutually agreed upon means of communication (internal and external).

Converged Services Checklist Template Checklist to aid in all IP Converged Service provisioning.

Executive Summary Template to use when providing project summary to the Executive Team when requested. Expectations_Success Criteria Template Outline of customer expectations and measurements of success.

External Agenda_Meeting Minutes Template Meeting agenda and minutes template to use for meetings with customers.

Internal Agenda_Meeting Minutes Template Meeting agenda and minutes template to use for internal meetings.

Issues Register Template Documentation of ongoing project issues that need resolution before action items can be completed. Kick-Off Agenda_Meeting Minutes Template Agenda template for the project kick-off meeting with the project team.

Lessons Learned Template Summary of lessons learned on project. Order Tracking Template Template containing a network information tab and an equipment information tab. PM Transition Plan Template Template to aid in transition planning. Project Audit Template Audit to be completed after each project phase. Project Book Template Documentation sent to customer outlining implementation schedule and details. Project Checklist Template Process checklist to aid in project status tracking. Project Closure & Billing Document Template Document to send to LCA when project is ready to bill.

Project Hand Off Document Template Formal documentation of hand off from Project Management to Customer Care.

Project Plan Template Microsoft Project Implementation Plan. Risk Analysis Template Project risks documentation. Scope of Work Template Overview of Project. Team Roster Template Complete listing of team members (internal and external). Timeline Template Template to aid in project timeline communication. Weekly Status Report Template Template to use when providing status to team.

Welcome Letter Template Letter from CEO welcoming customer.




REFERENCE DOCUMENT INDEX

Name Description Location 911 Deployment Plan (Outstate) 911 tracking by county and some cities T:\Cust_Engineering\Drawings\Public\Outstate 911

Deployment Agent Program

Service Definition

Description and details of Agent Program. T:\Project_Convergence\TEAMS\PART

Equipment Codes Equipment code definitions. T:\Project_Convergence\TEAMS\NTWK Network

Transport LOB\Service Definition Equipment

Bundles Equipment bundles for Partner Service Definitions T:\Project_Convergence\TEAMS\PART Partner Program LOB\Service Definition\Equipment

How to Check Status in HP Procedure on how to check for Plant test dates, FOC dates, etc. R:\Special\Cust_Care_Special\Project

Management\Processes Internet Service

Definition Description and details of IP Converged Internet service. T:\Project_Convergence\TEAMS\NTWK

Issues Database Comprehensive, company-wide database of open issues. T:\Project_Convergence\PROJECT ITEMS\Issues Mgmt

LERG LERG S:\Lerg\Data\Lerg

MN_NXXs_conv Contains all MN NXX’s and related information. T:\Project_Convergence\TEAMS\VOIC Voice LOB\Miscellaneous\MN-NXXs_conv.xls

On Call Information Cell, Pager and home numbers for technical support. Sharepoint

On Ramp Service

Definition Description and details of IP Converged On Ramp service. T:\Project_Convergence\TEAMS\NTWK

Agent Matrix Listing of Agent status and information T:\Project_Convergence\TEAMS\PART Partner Program LOB\Status Reports\Agents

PDN Service Definition

Description and details of IP Converged PDN (Private Data Network) service. T:\Project_Convergence\TEAMS\NTWK

Professional Services Service

Definition Description and details of Professional services. T:\Project_Convergence\TEAMS\PROS

Project Management

Calendar

Monthly calendar of events and vacation time in Project Management. Sharepoint

QOS Service Definition Description and details of QOS (Quality of Service) service. T:\Project_Convergence\TEAMS\QOS

Sales Toolkit Tools used by Sales in prospecting and presenting. R:\Groups\Project_Convergence\Toolkit

SLA Service level agreement. R:\Public\Legal\ CONTRACTS TO USE\Convergence

Team Schedule 2003

Customer Care Team schedule of all vacation time planned for all Customer Care employees (including PM). Sharepoint

Video Service Definition Description and details of Video service. T:\Project_Convergence\TEAMS\VIDE

Voice FAQ’s List of frequently asked questions pertaining to Voice over IP. T:\Project_Convergence\Teams\Pnoc\Training\voice Voice Service

Definition Description and details of Voice service. T:\Project_Convergence\TEAMS\VOIC