Project Management assignment:
The Case: Call Centre Implementation for a logistics company:
You have been appointed as project manager to implement a large call centre for ABC Corp, which is a global logistics organisation.
This will be a national centre which will replace 40 regional and departmental centres. It will have 400 staff in total, most of whom will be relocated from existing call centres. New senior supervisory and specialist staff will be recruited to fill unique positions at the centre.
The call centre will be the hub of an order-taking and track-trace centre and is expected to improve overall profits by $20M per year. Even though there are many unknowns in this project, management can see that it will be valuable. The project has therefore been approved in principal.
Here are the estimated costs for the main components of the project:
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Item
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Estmated cost ($millions unless otherwise shown)
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Data centre and fit-out of building
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$5
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|
Telephony infrastructure and systems
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$2
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|
Call queuing systems
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$2
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|
Customer Relationship Management System
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$3.5
|
|
Training costs
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2 days per person at $1000 per day
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|
Security systems
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$1
|
|
Consultancy costs (averaged)
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$1000 per day
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|
Project team costs (averaged)
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$300 per day
|
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Your salary (remember, you are the best!)
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$2000 per day
|
• None of the systems have been selected yet, so a process must be put into place to achieve this.
• The building hasn’t been selected or acquired yet.
• The project team has not been formed either, so must be designed and resourced.
• The project has been approved in principal only, so realistic time lines and expense budgets are required by management as an early project milestone.
1. Write the project charter for your project
2. Using MS Project, produce the Tasks and WBS for your project (main task plus sub task – at least 50)
3. Add resources to your MS Project file
4. Assign costs to your project – Gantt and Spreadsheet
5. Quality plan for your project
6. For your project, design your team, policies and team structure
7. Provide risk plan
8. Provide a communications plan
9. Provide a procurement plan
10. Provide a closing plan
Follow the 10 steps outlined above. You will also need to research typical components for such a project so as to better define milestones, tasks, outcomes, costs and resources. Project managers always have to gain some knowledge of components of their projects.
Your project will have at least 50 tasks, perhaps many more. You will use MS Project as the basic tool to manage this.