Pei Jung Chiang (Cherri) Jianqiang Huang (Jenny) Edmond Low CALMAT MBA – BUS 528 Project Management Cherri-Jenny-Edmond Co...
Overview <ul><li>Background </li></ul><ul><li>Introduction of Project ‘I plan, U go’. </li></ul><ul><ul><li>Mission, SMART...
Background <ul><li>Modern lifestyle </li></ul><ul><ul><ul><ul><ul><li>Stress at work! </li></ul></ul></ul></ul></ul>Page  ...
Background Page  
Background <ul><li>How to relieve stress? </li></ul><ul><ul><li>Go vacation~~ </li></ul></ul>Page     Cherri-Jenny-Edmond...
Background <ul><li>How to relieve stress? </li></ul><ul><ul><li>Go vacation~~ </li></ul></ul><ul><li>According to: </li></...
Background <ul><li>How? What? Where? When? Why? Who?   </li></ul>Page     Cherri-Jenny-Edmond Confidential
Background <ul><li>How? What? Where? When? Why? Who?   </li></ul>Page     Cherri-Jenny-Edmond Confidential
Background <ul><li>Stress AGAIN! </li></ul>Page     Cherri-Jenny-Edmond Confidential
Background 7 Benefits  of  Holiday Live Longer Mental Health Relationship Childhood memories Confidence Creative Inspirati...
Background 7 Benefits  of  Holiday Live Longer Mental Health Relationship Childhood memories Confidence Creative Inspirati...
Background 7 Benefits  of  Holiday Live Longer Mental Health Relationship Childhood memories Confidence Creative Inspirati...
Page     Cherri-Jenny-Edmond Confidential
Project <ul><li>Interactive web portal </li></ul><ul><li>Human Interaction and service – Travel expert and specialist </li...
Project <ul><li>Goal :  </li></ul><ul><ul><li>To develop a customized travel consultancy and booking system.   </li></ul><...
System Ideal  Engine Overview Page     Cherri-Jenny-Edmond Confidential
SMART Goal <ul><li>S pecific </li></ul><ul><ul><li>To develop a customized travel consultancy and booking system.  </li></...
Project Life Cycle Page     Interactive media Quality info Customization Essential Planning tool Booking Availability Age...
Cost Estimate Page     Cherri-Jenny-Edmond Confidential
Stakeholders <ul><li>Classifying stakeholders – a customized travel consultancy & booking system </li></ul><ul><li>Primary...
Organization Structure <ul><li>Primary Business functions (Functional Structure) </li></ul><ul><ul><li>Human resources </l...
Stakeholder Analysis Page     Cherri-Jenny-Edmond Confidential
Key Project deliverable Page  
Risk Assessment <ul><li>Main risks: </li></ul><ul><li>Potential conflict between the goals  (design,customization) </li></...
Rules & Control <ul><li>Management control </li></ul><ul><ul><li>Authority  </li></ul></ul><ul><ul><ul><li>the right to pe...
<ul><li>Ways to structure a project </li></ul><ul><ul><li>By function </li></ul></ul><ul><ul><ul><li>arranging the job fun...
<ul><li>Ways to review project status </li></ul><ul><ul><li>Agile management </li></ul></ul><ul><ul><ul><li>Visual control...
WBS Page     Cherri-Jenny-Edmond Confidential
<ul><li>Duration: 5 months project </li></ul><ul><li>Project Status update </li></ul><ul><ul><li>Weekly/ Monthly review & ...
Project Estimation,  measurement & evaluation Page     Cherri-Jenny-Edmond Confidential
Conclusion <ul><li>Project Management benefit our ‘I Plan U Go’ project by:  </li></ul><ul><li>Better efficiency  </li></u...
CALMAT MBA – BUS 520 Organization Behavior Pei Jung Chiang (Cherri) / Jianqiang Huang (Jenny) / Edmond Low Page     Cherr...
<ul><li>Current Industry Challenges </li></ul><ul><li>Perceptions of travel agency </li></ul><ul><li>Current Tourism Patte...
Hermes Global survey Page     <ul><li>2008-  </li></ul><ul><ul><li>> 922 million  international tourist arrivals, with a ...
Current Travel Industry challenges <ul><li>Online/ Web based travel agencies face: </li></ul><ul><ul><li>Increased competi...
The Perception of Travel Agencies <ul><li>Travel agency is an intermediate between traveler and related business.  </li></...
Current pattern of tourism: Web based <ul><li>Internet tourism characteristics:  </li></ul><ul><ul><li>Convenient </li></u...
Current pattern of tourism: Service <ul><li>Service:  </li></ul><ul><ul><li>Professional service is just one phone call aw...
Change Management/ Attitude Page     Cherri-Jenny-Edmond Confidential
Customer Relationship Management <ul><li>CRM is the trend in the future </li></ul><ul><li>Collect and build Customer’s Dat...
.  <ul><li>Factors that influence relationship quality between salesperson and customer </li></ul><ul><li>service domain e...
It is all about your Attitudes! Page     Cherri-Jenny-Edmond Confidential
Rational decision-making model <ul><ul><li>Step 1:  Identify problem of selecting right design color for  </li></ul></ul><...
Leadership that works Mentioned in Management Control pg 20 Page     Cherri-Jenny-Edmond Confidential
Leadership that works Page     Cherri-Jenny-Edmond Confidential
Leadership that works Page     V=Victory Cherri-Jenny-Edmond Confidential
Conclusion Page     <ul><li>Mastered ~70% MBA course of studies </li></ul><ul><li>PM & OB allow us to achieve our primary...
The End Kit Kat? Page     Cherri-Jenny-Edmond Confidential
Special Thanks to: Dr. Thomas Blood Dr. Eric Tao CALMAT Cherri-Jenny-Edmond Confidential Page  
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BUS528/ 520_Project Management_Organization Behavior_Project_presentation_2010_jce_rev_16

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California University of Management and Technology (CALMAT) MBA
BUS528 Project Management
BUS520 Organization Behavior
Final Project

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BUS528/ 520_Project Management_Organization Behavior_Project_presentation_2010_jce_rev_16

  1. 1. Pei Jung Chiang (Cherri) Jianqiang Huang (Jenny) Edmond Low CALMAT MBA – BUS 528 Project Management Cherri-Jenny-Edmond Confidential
  2. 2. Overview <ul><li>Background </li></ul><ul><li>Introduction of Project ‘I plan, U go’. </li></ul><ul><ul><li>Mission, SMART goals </li></ul></ul><ul><li>Project Life cycle </li></ul><ul><li>Project Stakeholders, Organization structure </li></ul><ul><li>Project deliverable & Risk Assessment </li></ul><ul><li>Project Rules & Control </li></ul><ul><li>Project WBS & Gantt Chart Schedule </li></ul><ul><li>Project Estimation, measurement & evaluation </li></ul><ul><li>Conclusion </li></ul>Cherri-Jenny-Edmond Confidential
  3. 3. Background <ul><li>Modern lifestyle </li></ul><ul><ul><ul><ul><ul><li>Stress at work! </li></ul></ul></ul></ul></ul>Page  Cherri-Jenny-Edmond Confidential
  4. 4. Background Page 
  5. 5. Background <ul><li>How to relieve stress? </li></ul><ul><ul><li>Go vacation~~ </li></ul></ul>Page  Cherri-Jenny-Edmond Confidential
  6. 6. Background <ul><li>How to relieve stress? </li></ul><ul><ul><li>Go vacation~~ </li></ul></ul><ul><li>According to: </li></ul>Page  Cherri-Jenny-Edmond Confidential
  7. 7. Background <ul><li>How? What? Where? When? Why? Who? </li></ul>Page  Cherri-Jenny-Edmond Confidential
  8. 8. Background <ul><li>How? What? Where? When? Why? Who? </li></ul>Page  Cherri-Jenny-Edmond Confidential
  9. 9. Background <ul><li>Stress AGAIN! </li></ul>Page  Cherri-Jenny-Edmond Confidential
  10. 10. Background 7 Benefits of Holiday Live Longer Mental Health Relationship Childhood memories Confidence Creative Inspiration Productive Page  Cherri-Jenny-Edmond Confidential
  11. 11. Background 7 Benefits of Holiday Live Longer Mental Health Relationship Childhood memories Confidence Creative Inspiration Productive Page  Cherri-Jenny-Edmond Confidential
  12. 12. Background 7 Benefits of Holiday Live Longer Mental Health Relationship Childhood memories Confidence Creative Inspiration Productive Page  Cherri-Jenny-Edmond Confidential
  13. 13. Page  Cherri-Jenny-Edmond Confidential
  14. 14. Project <ul><li>Interactive web portal </li></ul><ul><li>Human Interaction and service – Travel expert and specialist </li></ul>Page  Cherri-Jenny-Edmond Confidential
  15. 15. Project <ul><li>Goal : </li></ul><ul><ul><li>To develop a customized travel consultancy and booking system. </li></ul></ul><ul><ul><li>Provide meaningful experiences </li></ul></ul><ul><li>Mission: </li></ul><ul><ul><li>Providing special-design and customized tours based on personal experience. </li></ul></ul><ul><ul><li>Provide the best information to start your planning. </li></ul></ul><ul><ul><li>Take care of everything. </li></ul></ul><ul><ul><li>Create the ultimate travel experiences. </li></ul></ul>Page  Cherri-Jenny-Edmond Confidential
  16. 16. System Ideal Engine Overview Page  Cherri-Jenny-Edmond Confidential
  17. 17. SMART Goal <ul><li>S pecific </li></ul><ul><ul><li>To develop a customized travel consultancy and booking system. </li></ul></ul><ul><ul><li>Provide meaningful experiences </li></ul></ul><ul><ul><li>Make travel to the different level. </li></ul></ul><ul><li>M easurable </li></ul><ul><ul><li>Customer satisfaction and returning customer rate </li></ul></ul><ul><li>A greed Upon </li></ul><ul><ul><li>We are committed to offer a customized quality plan based on customer’s need and interest. </li></ul></ul><ul><li>R ealistic </li></ul><ul><ul><li>Online travel is getting popular. </li></ul></ul><ul><ul><li>Customized trip is the future trend. </li></ul></ul><ul><li>T ime-Framed </li></ul><ul><ul><li>5 months (detail in the following slides) </li></ul></ul>Page  Cherri-Jenny-Edmond Confidential
  18. 18. Project Life Cycle Page  Interactive media Quality info Customization Essential Planning tool Booking Availability Agencies & Operators Location based service Mobile & telecommunication service Digital content Portal & data sharing Pictures of memories Facebook upload Cherri-Jenny-Edmond Confidential
  19. 19. Cost Estimate Page  Cherri-Jenny-Edmond Confidential
  20. 20. Stakeholders <ul><li>Classifying stakeholders – a customized travel consultancy & booking system </li></ul><ul><li>Primary stakeholders: </li></ul><ul><ul><li>Customer Service (travel consultancy staff), </li></ul></ul><ul><ul><li>Sales & Marketing </li></ul></ul><ul><ul><li>Operation </li></ul></ul><ul><ul><ul><li>transportation agency staff, </li></ul></ul></ul><ul><ul><ul><li>telecommunication agency staff, </li></ul></ul></ul><ul><ul><ul><li>Accommodation agency staff. </li></ul></ul></ul><ul><ul><li>IT & technology support </li></ul></ul><ul><ul><li>Human Resources </li></ul></ul><ul><ul><li>Finance </li></ul></ul><ul><li>Secondary stakeholders: </li></ul><ul><ul><li>customers, </li></ul></ul><ul><ul><li>travel consultancy management </li></ul></ul><ul><li>Tertiary stakeholders: </li></ul><ul><ul><li>competitors, </li></ul></ul><ul><ul><li>government authorities, </li></ul></ul><ul><ul><li>customers’ travelling companions. </li></ul></ul>Page  Cherri-Jenny-Edmond Confidential
  21. 21. Organization Structure <ul><li>Primary Business functions (Functional Structure) </li></ul><ul><ul><li>Human resources </li></ul></ul><ul><ul><li>Sales and marketing </li></ul></ul><ul><ul><li>Operations </li></ul></ul><ul><ul><li>Customer service </li></ul></ul><ul><ul><li>Finance and accounts </li></ul></ul><ul><ul><li>Administration and IT </li></ul></ul>Page  Cherri-Jenny-Edmond Confidential
  22. 22. Stakeholder Analysis Page  Cherri-Jenny-Edmond Confidential
  23. 23. Key Project deliverable Page 
  24. 24. Risk Assessment <ul><li>Main risks: </li></ul><ul><li>Potential conflict between the goals (design,customization) </li></ul><ul><li>Technical difficulties (building web site and web application) </li></ul><ul><li>Schedule </li></ul><ul><li>Experience (database optimization). </li></ul><ul><li>Others Risks: </li></ul><ul><li>underestimating known/ unknown tasks/ dependencies </li></ul><ul><li>misunderstood the customer's requirements/ change the requirements. </li></ul><ul><li>lose resources. </li></ul><ul><li>mis-alignment of stakeholder goals or expectations. </li></ul>Page  Cherri-Jenny-Edmond Confidential
  25. 25. Rules & Control <ul><li>Management control </li></ul><ul><ul><li>Authority </li></ul></ul><ul><ul><ul><li>the right to perform task & make decisions </li></ul></ul></ul><ul><ul><li>Hierarchy </li></ul></ul><ul><ul><ul><li>who is responsible for whom </li></ul></ul></ul><ul><ul><li>Delegation </li></ul></ul><ul><ul><ul><li>authority passed from a superior to a subordinate </li></ul></ul></ul>Page  Part of Org Behaviour – Leadership & Agile Management Cherri-Jenny-Edmond Confidential
  26. 26. <ul><li>Ways to structure a project </li></ul><ul><ul><li>By function </li></ul></ul><ul><ul><ul><li>arranging the job function according to what each section or department does </li></ul></ul></ul><ul><ul><li>By unit or activity </li></ul></ul><ul><ul><ul><li>organising according to the different unit made </li></ul></ul></ul><ul><ul><li>By area </li></ul></ul><ul><ul><ul><li>geographical or regional structure </li></ul></ul></ul><ul><ul><li>By customer </li></ul></ul><ul><ul><ul><li>where different customer groups have different needs </li></ul></ul></ul><ul><ul><li>By process </li></ul></ul><ul><ul><ul><li>where products have to go through stages as they are made </li></ul></ul></ul>Page  Rules & Control Part of Org Behaviour – Org Structuring Cherri-Jenny-Edmond Confidential
  27. 27. <ul><li>Ways to review project status </li></ul><ul><ul><li>Agile management </li></ul></ul><ul><ul><ul><li>Visual control – Colour coding </li></ul></ul></ul><ul><ul><ul><li>Involvement of all stakeholders </li></ul></ul></ul><ul><ul><ul><li>Closed loop feedback </li></ul></ul></ul><ul><ul><ul><li>Review and Lesson learnt at each stage </li></ul></ul></ul>Page  Rules & Control Cherri-Jenny-Edmond Confidential
  28. 28. WBS Page  Cherri-Jenny-Edmond Confidential
  29. 29. <ul><li>Duration: 5 months project </li></ul><ul><li>Project Status update </li></ul><ul><ul><li>Weekly/ Monthly review & Lesson learnt </li></ul></ul><ul><ul><li>Phase/ Task Checkpoint Meeting review & Lesson Learnt </li></ul></ul>Gantt Chart Schedule Page  Cherri-Jenny-Edmond Confidential
  30. 30. Project Estimation, measurement & evaluation Page  Cherri-Jenny-Edmond Confidential
  31. 31. Conclusion <ul><li>Project Management benefit our ‘I Plan U Go’ project by: </li></ul><ul><li>Better efficiency </li></ul><ul><li>Improved/ increased/ enhanced customer satisfaction </li></ul><ul><li>Enhanced effectiveness in delivering services </li></ul><ul><li>Improved growth and development </li></ul><ul><li>Greater standing and competitive edge </li></ul><ul><li>Opportunities to expand your services </li></ul><ul><li>Better Flexibility </li></ul><ul><li>Increased risk assessment </li></ul><ul><li>But…Wait a minute….. </li></ul><ul><li>Time to study the organization behaviour that can help to shape the nature of this leisure & tourism services. </li></ul>Page  Cherri-Jenny-Edmond Confidential
  32. 32. CALMAT MBA – BUS 520 Organization Behavior Pei Jung Chiang (Cherri) / Jianqiang Huang (Jenny) / Edmond Low Page  Cherri-Jenny-Edmond Confidential
  33. 33. <ul><li>Current Industry Challenges </li></ul><ul><li>Perceptions of travel agency </li></ul><ul><li>Current Tourism Pattern </li></ul><ul><li>Change Management </li></ul><ul><ul><li>Customer Relationship Management </li></ul></ul><ul><li>Decision making concept structure </li></ul><ul><li>Leadership that works </li></ul><ul><li>Conclusion </li></ul>Page  Overview Page  Cherri-Jenny-Edmond Confidential
  34. 34. Hermes Global survey Page  <ul><li>2008- </li></ul><ul><ul><li>> 922 million international tourist arrivals, with a growth of 1.9% (yr to yr) </li></ul></ul><ul><ul><li>US$944 billion (increase 1.8%. yr to yr) </li></ul></ul>Cherri-Jenny-Edmond Confidential
  35. 35. Current Travel Industry challenges <ul><li>Online/ Web based travel agencies face: </li></ul><ul><ul><li>Increased competition: </li></ul></ul><ul><ul><ul><li>new entrants - direct channel (airlines sell products directly) </li></ul></ul></ul><ul><ul><ul><li>traditional travel agencies developed own online sales channels. </li></ul></ul></ul><ul><ul><li>Low customer loyalty: </li></ul></ul><ul><ul><ul><li>Market is making online purchases a price-driven experience. </li></ul></ul></ul><ul><ul><ul><li>Average online retailer fails to convert 97% shoppers to buyers. </li></ul></ul></ul><ul><ul><li>Correct resource allocation: </li></ul></ul><ul><ul><ul><li>Marketing budget manage badly. </li></ul></ul></ul><ul><ul><ul><li>Short-term impact on sales or long-term brand building? </li></ul></ul></ul><ul><ul><li>Shrinking margins: </li></ul></ul><ul><ul><ul><li>online travel agencies only rely on selling air tickets (no services) </li></ul></ul></ul><ul><ul><li>Fragmented content: </li></ul></ul><ul><ul><ul><li>selling other related products at the same time (insurance, tickets) </li></ul></ul></ul><ul><ul><ul><li>upselling (persuade customer to purchase $ items). </li></ul></ul></ul><ul><ul><ul><li>No customer satisfaction. </li></ul></ul></ul>Page  Cherri-Jenny-Edmond Confidential
  36. 36. The Perception of Travel Agencies <ul><li>Travel agency is an intermediate between traveler and related business. </li></ul><ul><li>Professional. </li></ul><ul><li>Providing travel information consulting and advice. </li></ul><ul><li>Schedule arrangement and design, and organizing tour groups. </li></ul>Page  Cherri-Jenny-Edmond Confidential
  37. 37. Current pattern of tourism: Web based <ul><li>Internet tourism characteristics: </li></ul><ul><ul><li>Convenient </li></ul></ul><ul><ul><li>Fast comparison between different choices </li></ul></ul><ul><ul><li>Easy to operate </li></ul></ul>Page  Cherri-Jenny-Edmond Confidential
  38. 38. Current pattern of tourism: Service <ul><li>Service: </li></ul><ul><ul><li>Professional service is just one phone call away. </li></ul></ul><ul><ul><li>The service from travel agents is not something internet tourism can provide. </li></ul></ul>Page  Cherri-Jenny-Edmond Confidential
  39. 39. Change Management/ Attitude Page  Cherri-Jenny-Edmond Confidential
  40. 40. Customer Relationship Management <ul><li>CRM is the trend in the future </li></ul><ul><li>Collect and build Customer’s Data into database </li></ul><ul><li>Analyze and Manage Customer’s Data </li></ul><ul><li>Fulfill Customer’s requirements based on the data analysis result </li></ul><ul><li>Build up relationships with Customers </li></ul>Page  Cherri-Jenny-Edmond Confidential
  41. 41. . <ul><li>Factors that influence relationship quality between salesperson and customer </li></ul><ul><li>service domain expertise </li></ul><ul><li>relational selling behavior </li></ul><ul><li>tangible service </li></ul><ul><li>Honest, Reliable, Integrity </li></ul><ul><li>travel experience 」 </li></ul><ul><li>Relationship quality has a significant on customer's loyalty. </li></ul>Customer Relationship Management Page  Cherri-Jenny-Edmond Confidential
  42. 42. It is all about your Attitudes! Page  Cherri-Jenny-Edmond Confidential
  43. 43. Rational decision-making model <ul><ul><li>Step 1: Identify problem of selecting right design color for </li></ul></ul><ul><ul><li>‘ I Plan U Go’ website. </li></ul></ul><ul><ul><li>Step 2: Develop a list of alternative actions. </li></ul></ul><ul><ul><ul><ul><ul><li>User survey </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Professional Designer </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Management decision </li></ul></ul></ul></ul></ul><ul><ul><li>Step3: Choose solution from the list of alternatives. </li></ul></ul><ul><ul><ul><ul><ul><li>User survey & Professional Designer </li></ul></ul></ul></ul></ul><ul><ul><li>Step 4: The process of decision-making does not end with the selection of a solution. </li></ul></ul><ul><ul><ul><ul><ul><li>User respond for clarification </li></ul></ul></ul></ul></ul><ul><ul><li>Step 5: Evaluate the choice. </li></ul></ul><ul><ul><ul><ul><ul><li>Close loop of evaluating the colour impact. </li></ul></ul></ul></ul></ul><ul><li>Require creativity and innovation. </li></ul><ul><li>Organizations need to thus create an environment that fosters such ingenuity in decision-making. </li></ul>Page  Cherri-Jenny-Edmond Confidential
  44. 44. Leadership that works Mentioned in Management Control pg 20 Page  Cherri-Jenny-Edmond Confidential
  45. 45. Leadership that works Page  Cherri-Jenny-Edmond Confidential
  46. 46. Leadership that works Page  V=Victory Cherri-Jenny-Edmond Confidential
  47. 47. Conclusion Page  <ul><li>Mastered ~70% MBA course of studies </li></ul><ul><li>PM & OB allow us to achieve our primary goals of studying at CALMAT (set since Feb’10) </li></ul><ul><ul><li>Edmond: </li></ul></ul><ul><ul><ul><li>an effort to learn the state of the art of business administration and management that will allow me to apply my knowledge in the real world and further improve the company organization efficiency and technology innovation. </li></ul></ul></ul><ul><ul><ul><li>http://lowedmond.blogspot.com/p/introduction.html </li></ul></ul></ul><ul><ul><li>Cherri </li></ul></ul><ul><ul><ul><li>learning how to operate business/ project seems more helpful to my life in a long term. </li></ul></ul></ul><ul><ul><ul><li>http://cherritree.blogspot.com/search/label/Random%20thought </li></ul></ul></ul><ul><ul><li>Jenny </li></ul></ul><ul><ul><ul><li>have passions about the work I do and about learning new things that I am interested in. I would like to open to my life up to a lot of great new opportunities. I think I am ready for my new journey and start myself down the path towards my dreams. </li></ul></ul></ul><ul><ul><ul><li>http:// ulearn.calmat.us/user/view.php?id =40&course=36 </li></ul></ul></ul><ul><li>Life getting busier and exciting as we manage to apply the MBA skills learn in our everyday life. </li></ul>Cherri-Jenny-Edmond Confidential
  48. 48. The End Kit Kat? Page  Cherri-Jenny-Edmond Confidential
  49. 49. Special Thanks to: Dr. Thomas Blood Dr. Eric Tao CALMAT Cherri-Jenny-Edmond Confidential Page 

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