Project report for Customer Service Department after expansion

(info all included in attachment material) Purpose Apply course material to a real-world scenario Distinguish between business analysis and project management project deliverables Create a successful project approach encompassing all activities and elements The Scenario The project sponsor is satisfied with the project charter but is concerned a needs analysis and business case were not completed. The sponsor wants you to put together the project report to verify the project can be successfully completed with the same amount of personnel and resources. The sponsor feels there is no need to redo the project charter and some of the information can be used in the project report. Building on the same case example, a multi-market cable television provider with 2 million customers nationwide is launching new digital services that will expand the channel selection, in addition to providing interactive television services, high definition channels, high speed data, and telephone services. Customer service will have to revise its operations to accommodate these new services; however, they must do it with the same amount of personnel and resources. Your responsibility, as a Business Analyst and now Project Lead, is to create a project report that examines the customer service operations to determine the most efficient and customer-friendly way to absorb the workload caused by the additional services and implement the recommendations. There are 13 cable systems in the company serving 150,000 customers in each system. Each system has a VP/General Manager and several business units listed below that are headed by a business unit manager. Corporate headquarters has a Senior VP for each business unit, as well as its own support personnel. There is also a CEO, COO, CFO, and CAO at the executive level. The key business units involved are: Customer Service (24/7 operation) Field Operations (both installers and cable plant field technicians) (24/7 operation) Marketing Finance IT (24/7 on-call) HR Back Office Operations (data reference, data quality, billing) Engineering Outline of Assignment Build a project around this scenario that demonstrates what you’ve learned in this course. The project elements you will need to consider are: Conduct a needs analysis Build a business case Examine the impacts and cross impacts Put together a project team (executive and business sponsors, steering committee, project lead, team leads, functional support groups, SMEs, etc.) Build a budget Conduct resource planning Create a project governance platform including: Project Plan Change management procedures Reports and metrics mechanisms Readiness review Decision documentation Financial tracking system Data and document repository Design the solution Create specifications for the solution (both technical and operational) Validate the design Build the solution Conduct a UAT Conduct final testing Create a command centre for the go live event Conduct a project evaluation Note: You DO NOT have to actually create a project plan and documentation for each of the project activities and elements. You just need to explain, in detail, how you would approach this project utilizing the information given. You have liberty to make up details that fill in the blanks and to be generic with other details such as the budget. The goal of this exercise is to apply the lessons of this course by tying your scenario responsibility * to the project activities and elements listed above. * (examine the customer service operations and determine the most efficient and customer friendly way to absorb the new workloads caused by the additional services and implement the recommendations) Use the project activities and elements above as an outline for your assignment. DO NOT just regurgitate the project activities and elements; use them as a guide, but put some thought and specifics around your approach. Be detailed but brief (this assignment is also a good exercise in creating succinct project reports). Save your assignment as a Word or .PDF document and upload a copy in the space provided for this assignment (i.e., the “Upload a file” field at the bottom of this page). Format The body of the assignment should be formatted in Times New Roman 12 point font or Arial 10 point font. You may use different headings and titles if you wish. Length A 1,500- to 2,500-word report is appropriate (5-6 pages, not counting appendices). Reports over 3,000 words will not be assessed. Assessment This project is assessed and represents 40 percent of your course grade. The assignment will be assessed according to the following criteria: University-level English and grammar in business style presentation and context. Rationale should be clearly stated and professionally presented. Content including: The project activities and elements given in the instructions Explanations and examples where appropriate Tie in to your scenario responsibilities. Grading Criteria Marks for this assignment are allocated as follows: Grading Criteria for Assessment Points Project Elements and Activities: BA Focus covering all items such as needs assessment, business case, propose solution etc. 20 PM Focus covering all PM activities such as budget, assemble team, project governance etc. 15 Integration and Quality – the assignment flows covering all elements, understandable and plausible. 5 Review the grading rubric for further details. Totbcqal contribution to overall marks 40%

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