Pm600 1103 a-02-schwappach-loren-p3-t2


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Pm600 1103 a-02-schwappach-loren-p3-t2

  1. 1. HLR Inc. Standard Customer Relationship Management Processes (SCRMP) ProjectPresented by: Brett Calsen (Team Lead/Project Manager), Martin Moxley, and Loren Schwappach Colorado Technical University PM600-1103A-02-P3-T2 Project Management Processes in Organizations Professor David Bowers 1
  2. 2.  Summary of Project Charter and Project Org. Structure Project Charter (Loren Schwappach)  Background, Problem, Project Justification  Project Goals and Objectives  Project Cost and Timeline  Project Approach  Project Assumptions  Project Team Members  Project Success Measurement Criteria Stakeholder Analysis  Sponsor, Stakeholders, and Key Customers (Brett Calsen)  Role, Interest, and Influence Levels (Martin Moxley) Barriers / Actions to Success (SCRMP Team) 2
  3. 3. The project charter explains the scope, objectives, and overall approach for the work to becompleted on the SCRMP project. It is a critical element for initiating, planning, executing, controlling, andassessing the project. It should be the single point of reference on the project for project goals and objectives,scope, organization, estimates, work plan, and budget. In addition, it serves as a contract between the ProjectTeam and the Project Sponsors, stating what will be delivered according to the budget, time constraints, risks,resources, and standards agreed upon for the project. (A Guide to,2008) HLR Inc. is a large business headquartered in Chicago responsible for purchasing, establishing,and maintaining leasing and rental arrangements for small businesses all over the world. The CIO of HLR Inc. isacting as the project sponsor and acceptance authority of this project charter. The Standard Customer Relationship Management Processes (SCRMP) project was is a majorincentive by HLR Inc. as solution to create an accurate, shared, standardized customer information system andcustomer management process database and business process reengineering for consolidating management andmarket research data into a globally sharable and secure system shared by HLR Inc. divisions. SCRMP is the largestproject ever undertaken by HLR Inc. and is imperative for the continual growth in sales development that isexpected at HLR Inc. next year. The SCRMP project needs to be completed in 18 months with out exceed the budget of fivehundred thousand US dollars ($500,000.00 USD). The SCRMP Project will involve global cooperation between IT, sales, product fulfillment,customer service, billing, and marketing departments and an outside software vender. 3
  4. 4. Having a layout for the project’s organizational structure provides many benefits to the project.Largely, it helps to identify areas of responsibility within each task of the project. It can help to contain the scopeof the task and the project. It also helps with lines of communication. There is definitely a hierarchy with such a chart aligning chains of command within the project.Since communication is key for any project to succeed, having a diagram of the positions and the personnel thatoccupy those positions can facilitate and expedite necessary/mandatory communications. These charts aredeveloped for two main groups, the ones for the user/customer community to aid them in understanding thecompany and the ones intended for internal use diagramming the relationships between individuals and division(Kerzner, 2009, pp. 175-178). Project organizational charts also come in multiple formats that can be tailored to the needs ofthe organization. Basically, they are hierarchical as shown here, the matrix version and the flat model. They alsodisplay relationships by functionality within the organization when there are special groups in existence. 4
  5. 5. Project Charter A project charter is a major deliverable in any project. It is the document that initiates theproject, defining the reason for the project. Deliverables and objectives are defined and the limitations as well.Constraints and risks are also recognized. Plans are developed to deal with each of these critical areas andpresented in a well organized manner. As the complexity of the project grows, so does the charter usually. 5
  6. 6. The SCRMP project will be lead by HLR Inc’s Internet Technology (IT) Department and will focuson updating the software and information systems of several departments to include IT, sales, product fulfillment,customer service, billing, and marketing. The project will also involve cooperative work between IT, currentbusiness unit managers, sales, product fulfillment, customer service, billing, marketing, and a software vendercontracted for developing and installing the new information system required for the project. The software vender will play a large role in the SCRMP project and has been contracted toprovide ninety percent of the essential personnel with the skill and experience needed to develop and install theSCRMP software at all HLR Inc’s locations to include foreign locations and will be assigned to work with businessunit managers and low level staff towards the project’s completion. The purpose of the SCRMP project is to secure and unify all incompatible customer relationshipmanagement process systems at HLR Inc. into a reliable, accurate and secure standard information systemdatabase that can be utilized for obtaining reliable customer information and marketing data and making timelyand critical business decisions. 6
  7. 7. Senior management of HLR Inc. has identified this project as the critical cornerstone for thecontinued growth and financial success of HLR Inc. Significant business and development opportunities arecontinually being lost due to the incompatibility between divisional information systems responsible fordocumenting customer relationship management process. HLR has experienced a twenty five percent (25%) growth in sales development over the pastyear with a growth in sales next year estimated at thirty five percent (35%). This growth can only be achieved bytargeting new markets through the use of the company’s market research data which is useless to marketing dueto the current system incompatibilities between divisions. 7
  8. 8. The project goals for the SCRMP project include: consolidate all customer relationship processes(CRPs) used by each division, identify top CRPs, incorporate top CRPs into processes utilized in each division,perform CRP test runs in each division, consolidate CRP informational databases at each division into unifieddatabase, developing a secure worldwide CRP database to act as new SCRMP database, integrating all combinedCRP data into SCRMP database, perform developmental testing of SCRMP database, receive customer approval ofSCRMP database, install SCRMP database at specified locations, perform HLR employee system testing, conductsoftware and system implementation troubleshooting, perform system patching, complete SCRMP project withintime and budget constraints. The objectives of the SCRMP project include: assign a CRMP process collection team madecomposed of at least one CRMP knowledge expert from each division and business unit managers for each unit toinclude IT, sales, product fulfillment, customer service, billing, and marketing, identify best/top CRMP practicesused by each unit, incorporate top CRMPs into processes utilized in each division, and combine CRMPs businesspractices into new SCRMP practices. 8
  9. 9. Additional SCRMP project objectives include: perform test run of new SCRMP business practices,provide corporate training of new SCRMP practices, provide corporate guidelines and policies for using newSCRMP, set mandatory date for enforcement of new SCRMP practices to 6 months from project start date., assigna SCRMP database specification, development, and testing team that includes members from the CRMP businessprocess reengineering team, collect CRMP informational databases from each division, consolidate CRMPinformational databases at each division into unified database, create a requirements specification documentoutlining the requirements of the new SCRMP database, and ensure SCRMP database corresponds with guidelinesand information requirements from new SCRMP business practices. 9
  10. 10. The final SCRMP project objectives include: engineer a secure, worldwide, SCRMP databaseunifying all divisional CRMP databases, integrate combined CRMP data into SCRMP database, receive approval foreach division of new SCRMP database, install SCRMP database at specified locations, perform HLR Inc. employeesystem testing, conduct software and system implementation troubleshooting, perform system patching, receiveproject approval for the project within 10 days of proposed project start date and obtain resources necessary tobegin project work, complete the project within 18 months (18 mo.) of receiving project approval, and completethe project without exceeding project budget of 5 hundred thousand US dollars ($500,000.00 USD). 10
  11. 11. The budget given for the completion of the SCRMP project is five hundred thousand UnitedStates dollars and zero cents ($500,000.00 US dollars). The software vender has been contracted to provide the development, engineering, testing,implementation, troubleshooting, and installation of the new SCRMP software as well as for providing for 90% ofthe technical staff needed to ensure the project is completed within the first twelve months after the approvedproject start date and will be paid the total of one hundred and fifty thousand United States dollars and zero cents($150,000.00) at project completion with penalties as outlined in the detailed SOW. The entire project is expected to be completed within as outlined in the SOW within fifteenmonths (15mo.), with the project business improvement process team required to complete all related taskswithin 6 months (6 mo.), and the SCRMP database development, installation, and testing team and softwarevender tasks required to be completed with twelve months (10 mo.). 11
  12. 12. Although the project will be lead by the IT Department it will require involvement from eachbusiness unit of HLR Inc. The project manager has been assigned a knowledge level expert and business unit managerfrom each major division. The project team will have weekly progress and status meetings in which the division head ofeach unit and the project stakeholders will review project status results, current project requirements, develophuman resource plans, review upcoming activities and resource forecasts, and to ensure the project is receivingfull corporate support. The project manager will have full authority over all project decisions and will work closely withthe division lower level staff members and the software vender to ensure the project stays on course and meetsproject milestone requirements. 12
  13. 13. It is assumed that: the project manager will have full authority and support of projectstakeholders and HLR Inc. management and leader for assuring the project’s success, the project manager willhave full power to create SCRM and SCRMP project teams from the most knowledgeable personnel representedby at least one business unit manager from each department, the director of each business unit and managers willoffer their full support and resources towards ensuring the successful implementation of the new SCRMP businessrestructuring plans and the new SCRMP software, that the software vender will provide enough expert personnelas specified in the SOW to ensure projects success, that adequate training and procedures will be created to allowall current and new personnel to incorporate the new SCRMP practices, and that delays the project managementteams will account for unexpected delays and costs to ensure the project remains safe from exceeding time andbudget constraints. 13
  14. 14. The SCRMP project team includes: the Project Manager Brett Carlsen, the software venderSCRMP project Lead Developer Mr. Bill Ted, the IT current information systems specialist Mr. LorenSchwappach, the sales unit manager, the process expert Ms. Alice Wonderland, the Product fulfillmentunit manager, the process expert Mr. Ace Ventura, the customer service unit manager, the process expertMr. Bobby Boogerton, the Billing unit manager, the process expert Mr. Kooky Kink the marketing unitmanager, the process expert Mr. Martin Moxley, and the HLR Inc. Division Lead Mr. Rumpelstiltskin. This motivated team was selected by the project manager with the assistance of thesenior management for identification of the most successful team for completing the SCRMP project. 14
  15. 15. In order for the project to be measured successful it needs to achieve the following criteria.(Kerzner, 2009) The SCRMP project should be completed within the allocated time period authorized by theorganization (18 months) The project needs to be completed within budget constraints of five hundred thousand USdollars ($500,000 USD)., and the project needs to achieve the objective specified by the Project Charter andcompletely integrate and consolidate all customer relationship management process information into one securedatabase shared by all applicable business units. After the incorporation all personnel should be qualified and proficient (100% training) on thenew information systems and business practices and the new consolidated SCRMP information system needs to becompletely accepted by all applicable departments (IT, sales, product fulfillment, customer service, billing,marketing, and project stakeholders). Once all of these are achieved the project can be considered a success! 15
  16. 16. Stakeholder Analysis sponsors, stakeholders, and key The next section will outline the projectcustomers. It will also cover the role, interest, and influence levelsof these key personnel. 16
  17. 17. Knowing the individuals involved in any project allows the project to be planned accordingly,taking into account all the different points that will have an impact on the project. These impact points includeboth the positive and the negative along with what will affect the success or failure of a project(, n.d.). Though stakeholders are usually people, they can also be agencies such as financialcreditors, another business entity, the customers of the organization and other employees, government agencies,labor unions, suppliers of the various necessary products and even the local business community. Without stakeholders companies would not exist. Even a sole proprietorship has an owner andusually some creditors to conduct normal business; each is a stakeholder. HLR Inc. has numerous stakeholders, both in the business itself in addition to those involved withthe project that is upcoming. These stakeholders will be included in the following slides. 17
  18. 18. The sponsor of a project is a particular stakeholder, usually, that is responsible for theprogression of the project. Two roles come to mind when thinking of the position of the project sponsor. Thesetwo roles include the sponsor themselves plus the role of project initiator (Brown, n.d.). There are key differencesin the primary areas of responsibility with relationship to the project. Although there is the possibility that theyare one and the same individual, in large projects they are usually not. The project sponsor usually has a financial vestment in the project itself (Project ManagementInstitute, 2009, p. 25). This entity, either a person or an agency/organization, has control of the purse strings ofthe project. They are responsible for ensuring the resources are available for the project to continue. Thesefinancial resources range from the salaries of the project team members to the physical hardware and softwarethat will be needed for the deliverable. The project initiator has a much simpler job. Though they have the responsibility for beginningthe project and the authority over the aspects of initiation and closure as well as some of the authority over thedirection the project till take. Other persons of interest for this type of project include the individuals that will benefit from theinitiative, both internally and externally. The stakeholders all have interest in outcome, of course. This basicallymeans that all persons that have any involvement with HLR are stakeholders. The employees of HLR should have amore efficient method of data processing including order processing. The stock holders should benefit fromincreased profits from increased productivity. 18
  19. 19. Sponsors and stakeholders are categorized into two major groups: internal and external.Internal stakeholders are vast and various. The entire organization will have a stake in this initiative at differentlevels. Management, stockholders and the general users will all comprise the internal group. Externalstakeholders include institutions and agencies such as banks, suppliers and regulatory units on top of the primaryuser of HLR products, the customers or consumers. 19
  20. 20. The project sponsor is accountable for the delivery of planned benefits associated with theproject from start to finish. They will ensure that all issues arisen with the project manager and project board aresettled and resolution occurs. The sponsor is the individual that is responsible for communication off the project to thecompany, project board. They are the final determination for commercial decision in regards to the projects dueto the influence of the company and the impact of the project (van der werff, 1999). The resource needs are metby the project sponsor for the project and the sponsor determines the budget and balances of the budget. Theproject sponsor is the final determination for authority of the project. In my contracting company, the project sponsor is the “Operations Manager” while the projectmanager is just that, a project manager. The Operations department of our company involves two people, theOperations Manager and the Operations Coordinator (me). We are ultimately responsible for how the projectslook to the company. We have multiple project managers at any one time currently there is 7 that we are keeping“focused”. We control the Auditing of records that include quality, safety and security. We are responsibleto see that the PMs have the resources needed to get the project complete. This includes everything from ink fortheir printers all the way to security clearances for the employees. The Project sponsor is not a sit around job.Even though we are a contract organized company. 20
  21. 21. The role of the stakeholders in general is to see the success of the project for their benefit. Thebenefit can be economic, financial social, educational. The benefits can be immediate (financial) or long term(experience). The stakeholders are everyone that is influenced and actively aware of our product or service. Thisincludes the individuals from the company president level all the way down to the customers of the end useproduct. The product suppliers, retailers, managers, employees of those retailers, and the customer areincluded. The influence ranges from direct influence to indirect influence. The customers can have indirectinfluence when purchasing the items. The employees of the retailers for the products of the project are indirectinfluences. The project manager, planners, builders, organizers and the retailers are considered a direct influencefor the project. It is their decisions that will directly influence the outcome of the success or failure of the project. 21
  22. 22. Key customers serve different roles in regards to the project itself. The sub-contractors, thecustomers and the community can be determined key customers. The agencies that are building a new home in asubdivision, may call the homeowners association a key customer and maintain guidance from a representativefrom the association. If the home builder would like future business within this community or suburb it would bebest to incorporate the community within the planning and incorporate them as key customers. Key customers may have a responsibility to accurately represent their business units’(homeowner assn.) needs to the Project Team, and to validate the deliverables that describe the product orservice that the project will produce (a home consistent with assn. guidelines) (allbusiness 2011). These Customer have responsibility to bring information about the project back to the Customercommunity (the other homeowners). Towards the end of the project, Key Customers will test the product orservice the project is developing, using and evaluating it while providing feedback to the Project Team. 22
  23. 23. Having identified the stakeholders in this project, we also have to understand how each of themapply to the project. This will have an influence on how the plan is drawn, using each to their best talents. The project leader will direct the project. His reputation is reliant upon the successes or failuresthat had resulted from his leadership. The sponsor needs to ensure money is used wisely and not wasted onefforts that yield no positive results. Each of the directors has an interest in the portions that affect their divisions.Owners want efficiency and productivity so the totality of the project is of particular interest to them. Externalstakeholders primarily wish to protect their interests, which usually are financial. Influence levels vary with the individual and their involvement with the project. Controlling thepurse strings is a double-edged sword. They could cut off the finances, but they are more responsible for makingsure the project has the resources the project needs. The project manager has the most influence over theproject that keeps the project in alignment with the objectives of the organization as a whole. As the org chartdescends the influence tends to be more granular. Their influence tends to be over individual tasks and likely havelittle to do with the project as a whole. No contributor to a project is unimportant and must be given due consideration. It is thecontribution of the entire team that is responsible for the completion of a project with success. 23
  24. 24. Barriers / Actions for SuccessThe next section will cover the barriers and actions for success this project and other projects are likely toencounter during the project life cycle. The project charter mentions these barriers as risks and identifies manyother potential barriers in the risk identification area of the project charter. 24
  25. 25. There are many barriers to communication within project management in regard to howefficiently and effectively process phases get accomplished. The most important fact in communication is theplanning phase and the phase review. These phases are important to effectively communicate the scope of theproject and deliverables to the project team. This planning prepares a chain of command for the project andenables communication and information to be distributed effectively down to the lowest level. The communicatormust be prepared to communicate at the level of communication the communicate is looking for. The projectmanager does not need the technical aspect of the computer and how much the computer does, he wants toknow the cost and need. The impacts of communication that goes awry are vast. When the goals or outcomes of theproject are not transmitted across the project employees, the project will not be a success, or the manager willneed to be micro managing all activities with the scope of the project.If there are confused employees who are not aware of a chain of command or does not know where to go to getwhat they need to accomplish their goal, they end up calling the operations manager who has to find theinformation and it is not an effective use of time or equipment. A project manager should remove thecommunication barrier that may exist within the project. A project manager should be well aware of theconversation or communication blockers that essentially dis engage the employees from communication and inturn the project. 25
  26. 26. Project Managers must have confidence in their decision making for a successful project to takeplace. There are many barriers to making sound decisions in projects including the obstacle of making adecision about something where all the facts about it are not known, this is called uncertainty. When there aremore than two factors that a decision will affect the complexity of that decision can slow the project managerdown in his decision making process. Many project cost a lot of money, this money brings a high level of consequence with theoutcomes of a project managers decisions. No project manager wants to be known for losing a million dollarcontract. This impact of the decision will cause the PM to step back and think. A big barrier to decision making asfar as project management is concerned is how people feel and react to the decision. I have seen many a peopleand project get upset when these are not taken into account when the planning of the project takes place. When the project manager or managers in general hesitate to make a decision, they riskemployee motivation. When they consistently make the wrong decision and the project gets off course or out ofbudget, this will lead to a negative influence on the project and the employees engagement and motivation willdecrease. To overcome these barriers of decision making project managers will need to create aconstructive environment and to plan projects with adequate risk analysis. This risk analysis will create goodalternate solutions as well as plan for each of the contingencies. The risk analysis will create the “What if” answersto the project. The final step is to communicate the decision thoroughly to the individuals to create anunderstanding of the appropriate changes. 26
  27. 27. When the project leader suffers from poor credibility from other managers or from within theteam, team building efforts become hampered creating a potential problem (barrier) to the projects success.Credibility problems can be overcome (actions to success) by practicing good managerial skills, sound technicaljudgments, and with increased experience in related projects. (Kerzner, 2009) The waiving of senior management support for a project can be another barrier to a projectssuccess. This usually results in an uneasiness from the project team and low levels of commitment. Projectmanagers can overcome this barrier through constant and good communication with the project stake holdersand by providing timely feedback on the teams performance during the project’s life cycle. (Kerzner, 2009) 27
  28. 28. The team personnel selection barrier is created when team members begin to feel left out ortreated unfairly during a projects initial staffing phase. Sometimes project personnel are assigned by functionalmanagers leaving the project manager with little or no input in the selection process. The project manager canavoid this barrier by ensuring team members feel included and working closely with the functional manager inselecting the project team. (Kerzner, 2009) Another major barrier to a projects success is when team members have differing values andinterests (such as professional interests). This barrier is avoided by selecting a project team that allies its valueswith the values for ensuring the projects success and requires a good deal of coaching, motivating, and inspiringon the part of the project manager. (Kerzner, 2009) Yet another barrier to a projects success is when there is a lack of general team membercommitment to the project. Just like the previously mentioned barrier the key here is to select a team that iscommitted to the projects success and use good communication and leadership skills to coach, motivate, andinspire. (Kerzner, 2009) 28
  29. 29. There are numerous barriers to business. This is no less true for business projects themselves asan element of doing business. There can be financial barriers, personnel barriers, needs barriers and barriers tocommunication. These are but a few. A barrier is any obstacle preventing the desired activity. They can be physical such as a roadblock on a mountain pass. They can be logical as well, such as a firewall on a computerized network. Therestrictions can be purposeful or sometimes they are accidental. They are often put in place for protection, suchas when there is a safety hazard on a roadway. A firewall often provides that same protection preventingunauthorized access from penetrating the corporate data infrastructure. 29
  30. 30. Culture is usually associated with the human element of society. They are uncounted in numberand are found in nearly every corner of the world. They vary widely in their beliefs and livelihoods. The variedcultures when mingled together provide even more barriers to business as tolerance and education are bothrequired in order to integrate the numerous cultural norms. With each culture there is understanding andtolerance that is necessary for this integration as it is very common for misunderstanding to cause conflict. It isimpossible for every culture to know all the nuances of every other culture. Therefore the risk for conflict is nearlycertain in the melting pot of nationalities that make up the American culture. 30
  31. 31. Cultural barriers exist everywhere. However those in business take on a completely different airin their implication and effect. Whereas a societal cultural conflict can usually be dealt with using education andcommunication, business culture has different methods for dealing with those issues. Business culture, more commonly known as organizational culture, are the values of the of thecompany, including behavior, that contribute to the social and psychological makeup of the company(, n.d.). The manner in which the company will conduct business will be impacted by theinfluence of the management above but also by the societal environment which is created and made unique bythe addition of any new employees. After all, the culture truly is consistent of every employee within theorganization. Business decisions will be impacted. It will also contribute to the productivity of the company basedon the strengths and weaknesses of the individuals, and how they participate with the objectives of the company. Communication within the masses is also very important. It allows for the freedom ofexpression allowing the employees to express themselves giving them the feeling of ownership. Most peoplesupport decisions and objectives when their position has been heard. Customs can play a role as well; often negatively when not expressed within the correct context.The employee is every bit as responsible for understanding the culture of the company as the company is forunderstanding the cultures of the people that work for it. 31
  32. 32. Today We Covered: Project Charter (Loren Schwappach)  Background, Problem, Project Justification  Project Goals and Objectives  Project Cost and Timeline  Project Approach  Project Assumptions  Project Team Members  Project Success Measurement Criteria Stakeholder Analysis  Sponsor, Stakeholders, and Key Customers (Brett Calsen)  Role, Interest, and Influence Levels (Martin Moxley) Barriers / Actions to Success (SCRMP Team) 32
  33. 33. ReferencesBrown, S. (n.d.). What Should a Project Sponsor Do? Retrieved from (n.d.). Stakeholder. Retrieved from, H. (2009). Project Management - A Systems Approach to Planning, Scheduling and Controlling. Hoboken, NJ: John Wiley & Sons.Project Management Institute. (2008). A Guide to the Project Management Body of Knowledge (4th ed.). Newtown Square, PA.[Untitled image of a legal document]. Retrieved July 23, 2011, from: project-charter-800x800.jpg 33
  34. 34. [Untitled image of Project Charter Process]. Retrieved July 23, 2011, from:[Untitled image of a information system]. Retrieved July 23, 2011, from: content/uploads/2011/06/Information-Systems-Management-picture1.jpg[Untitled image of a gavel] Retrieved July 23, 2011, from: DnFUFqEQN8U/ThdHDfbKWZI/AAAAAAAAAEs/jEgjTBbraKc/s1600/gavel.jpg[Untitled image of a goal puzzle] Retrieved July 23, 2011, from: content/uploads/2011/01/iStock_000004996421XSmall.jpg 34
  35. 35. [Untitled image man holding a target] Retrieved July 23, 2011, from: content/uploads/2009/06/improvement-objectives-300x299.jpg[Untitled image of a target] Retrieved July 23, 2011, from:[Untitled image of money] Retrieved July 23, 2011, from:[Untitled image of puzzle pieces] Retrieved July 23, 2011, from:[Untitled image of man with magnifying glass] Retrieved July 23, 2011, from: ncts%20and%20test%20your%20assumptions%20.jpg 35
  36. 36. [Untitled image of success puzzle] Retrieved July 23, 2011, from: content/uploads/2009/10/Create-More-Success.jpg[Untitled image of a barrier] Retrieved July 23, 2011, from:[Untitled image of a different barrier] Retrieved July 23, 2011, from: 355171.jpg[Untitled animated question mark]. Retrieved July 20, 2011, from: 36