Professional Documents
Culture Documents
Project Name:
QCSP- Quality Customer Service Project
Project Sponsor:
Dr. Paul Coverstone
Project Owner:
Sheena Perez
Project Information
PJ Enterprises has set their targets for the upcoming year. Several of these objectives are directly
affected by telephone catalog sales and customer service operators. The consulting firm TTEM
(Tim,Teague,Erik,Michelle), has been hired by PJ Enterprises to design, develop and deliver a
comprehensive product information database and customer service training focused on improving
customer service scores and in turn, exceed targeted profitability.
Stakeholder Role
Dr. Coverstone will oversee the QCSP.
Dr. Paul Coverstone, Project Sponsor, Tie Breaker Provide answers to project questions.
Review and sign off on deliverables.
Resolve conflict and decisions that may
result in a tie.
Sheena will be consulted on training for the
Sheena Perez, Merchandising Manager, Project QCSP.
Owner Provide input on training documents as
a SME.
Chris will assist Sheena and insure QCSP training
Chris Critical, Assistant Product Manager, Reviewer design documents are reviewed and relevant to
PJ Enterprises products.
Judy will review products and decide what will
Judy Thompson, Catalog Director be included in QCSP.
Judy will also serve as a SME for catalog
products and training.
Kathy Catalog, Assistant Catalog Director, Subject Kathy will assist Judy on approving catalog
Matter Expert products to be included in the QCSP product
information database.
Sam Human, Human Resources Director
Sam advises on all employee issues related to
QCSP.
A detailed breakdown of the project scope can be found in the Project Charter
Work Breakdown Structure
The work breakdown structure (WBS) represents a breakdown of the tasks required to develop
the four deliverables. Any changes to the WBS require the submission and approval of Project
Change Request Form.
Scope Verification
The Project manager will monitor the work of the team against the WBS to ensure compliance.
Upon completion of a deliverable, the Project Manager and Project Sponsor will meet for formal
acceptance of the deliverable. Formal acceptance will be complete with the signed approval of
the Project Sponsor.
Scope Change Management Plan
The Project Manager and the project team will work together to control of the scope of the
project. The project team will use the WBS as a statement of work for each WBS element. The
project team will ensure that they perform only the work described in the WBS and generate the
defined deliverables for each WBS element. The Project Manager will oversee the project team
and the progression of the project to ensure that this scope control process if followed.
If a change to the project scope is needed the process for recommending changes to the scope of
the project must be carried out. Any project team member or sponsor can request changes to the
project scope. All change requests must be submitted to the Project Manager in the form of a
Project Change Request Form. The Project Manager will then review the suggested change to
the scope of the project. The Project Manager will then either deny the change request if it does
not apply to the intent of the project or convene a change control meeting between the project
team and Sponsor to review the change request further and perform an impact assessment of the
change. If the change request receives initial approval by the Project Manager and Sponsor, the
Project Manager will then formally submit the change request to the appropriate stakeholders, as
identified by the Project Sponsor. If the stakeholders approves the scope change, the Project
Sponsor will then formally accept the change by signing the Project Change Request
Form. Upon acceptance of the scope change, the Project Manager will update all project
documents and communicate the scope change to all project team members and stakeholders.
Project Schedule
The Project Schedule represents the approved timeline to complete the deliverables. Any changed
to the schedule requires the submission and approval of Project Change Request Form.
Duration/
Quality Customer Service Project- QCSP- WBS Start Date: End Date: Days Hours
Objectives
2. REQUEST DETAILS
Date of Request Request No. Name of Requestor Project Position
3. CHANGE DETAILS
Project Category Proposed Change Reason for Variance
Scope
Time
Cost
Quality
Risk Management
Communications
Other (add cat. name)
4. CHANGE JUSTIFICATION
Immediate Essential Urgent High Medium Low
Priority
Intended outcome(s)
Expected benefit(s)
5. IMPACT OF CHANGE
List any important impact of the change(s) on the Project deliverables
7. SUPPORTING DOCUMENTATION
CHANGE APPROVAL RESPONSE DETAILS
(To be completed by Steering Committee Chairperson (or Management/Project Manager according to
project governance)
Approved (Yes/No) Decision date Decision made by Decision reason Resulting Action
Appendix B Communication Matrix
Communicatio Objective of Medium Frequency Audience Owner Deliverable Format
n Type Communication
Kickoff Introduce the project team Face to Face Once Project Project Manager Agenda Soft copy
Meeting and the project. Review Sponsor Meeting archived in
project objectives and Project Team Minutes project folder
management approach. Stakeholders in shared space
on Google
Drive
Project Team Review status of the Face to Face Weekly Project Team Project Manager Agenda Soft copy
Meetings project with the team. Conference Meeting archived in
Call Minutes project folder
Project in shared space
schedule on Google
Drive
Technical Discuss and develop Face to Face As Needed Project Team Technical Agenda Soft copy
Design technical design solutions Developer Meeting archived in
Meetings for the project. Minutes project folder
in shared space
on Google
Drive
Monthly Project Report on the status of the Face to Face Monthly Project Project Manager Slide updates Soft copy
Status Meetings project to management. Conference Sponsor Project archived in
Call Project Team schedule project folder
Stakeholders in shared space
on Google
Drive
Project Status Report the status of the Email Monthly Project Project Manager Project Status Soft copy
Reports project including activities, Sponsor Report archived in
progress, costs and issues. Project Team Project project folder
Stakeholders schedule in shared space
on Google
Drive