Work on project charter about (Information Systems Project Manager , Soft Competencies: A Project-Phase Investigation)…………..
Planned start Date:
The project is anticipated to kick of on 1st May 2012.
Planned Finish date:
Completion of the Project is expected to be on 31st June 2012.
Mr. Tom Jones has been appointed the official project manager for the project.
The Main objective of setting up this system is to revamp the management system with regard to competencies of the Human capital in the organization. This will help the organization be better placed at ensuring that there is right job placement in the various departments within the organization.
Other objectives of setting up this system are such as:
- To ensure that employee turnover is reduced.
- To improve the company’s turnover.
- To improve employee satisfaction within the organization.
- To improve customer satisfaction.
- To increase the company’s competitive advantage.
The Business Case
Some organizations consider information as the main currency of trade as it may spell success or doom for most of them (Jain, 2004). The company is a communication service delivery company. Over the past few months, the company has been experiencing a great deal of complaints from its clients over services rendered. These complaints have mainly been centered on their customer relations and service and connectivity department.
It has been realized that some of their customer care representatives do not quite have he necessary skills to handle some of the clients who call in with complaints regarding access to the company’s services such as mobile and data connectivity. As a result the company is taking quite a beating with regard to customer market share compared to its competitors. The company is also experiencing a very high employee turnover, low level of motivation among its employees, and a diminishing turnover. Upon further investigation it has been realized that the problem is however not that some of the employees are somewhat incompetent, but rather poorly placed within the organization.
Top management has therefore seen it fit to have a system where the information regarding each employee and potential employees, is analyzed and their skills which include their soft-skills are identified. This would ensure that the organization has the right people working in the right department and serving where their skills fit best. An opportunity for developing certain skills in various individual employees is also created as management is able to pin point who exactly is good at what and what they need help in.
The system is expected to not only be system based but also people based. This means that even though the system to be developed would be able to analyze information and give conclusive information, human involvement is also necessary in ensuring that the system runs as it should. This therefore needs a lot of system-human integration. The importance of this is to ensure that further scrutiny of every individual is carried out. Nothing quite beats that personal touch.
Top management had however made a few other considerations before settling on the idea of this information system. Outsourcing the service of hiring the right people and placing them in the right position was one of the other options management had considered. Though this was a viable option, management decided that it wanted to keep such a task ‘in-house’. There was also a suggestion to restructure the section of the talent acquisition department responsible with hiring new entrants to the organization. This idea was however shot down due to the fact that, the company was going through a difficult time and restructuring would lead to wastage of a lot of time, which the company cannot really spare at the moment. Settling on the idea of developing the system therefore seemed like an obvious choice.
System development is a tasking venture especially when creating one that will be responsible for a task generally considered to be a ‘personal’ affair. The cost would also be a cause of concern as it is estimated to cost quite a considerable amount. The company has decided to combine the efforts of some of the personnel in the IT department with some independent contractors to develop the system. This is expected to further increase the cost of the venture.
Considering the benefits though, system would not only improve the motivation of each employee but also their satisfaction and in-turn the customer satisfaction which is expected to translate into higher turnover for the company. The shareholders of the company are therefore expected to be at ease, a factor which had threatened to have a lot of them considering pulling out.
Roles and Responsibilities
The roles and responsibilities of each member of the development team, which includes top management, are as indicated in the table below.
|Top Management||Project approval and Project Financing||Frequent Monitoring of Project development|
|Mr. Tom Jones (Team Leader)||Daily direction of development team. Coding of system’s program||Managing step by step development of the system, Communication of development to top management|
|Independent contractor||Coding of system program, general direction on intricacies of the particular system||Ensuring the right coding is carried out. Ensuring necessary information is gathered. Testing out the system for its workability.|
|Support Staff||Gathering necessary information, running system and checking for minor faults.||Safe guarding information collected. Reporting and Managing minor faults.|
Scope of the Project
The project seeks to develop a system that will among other things:
- Improve employee placement in the organization.
- Indicate necessary improvement points in different employees.
- Improve employee satisfaction in the organization and in the work each is responsible for.
- Improve motivation among the employees.
- Lead to customer satisfaction in the services rendered by the company.
- Reducing employee turnover.
Management has however made the assumption that success realized in various other companies making use of such a system can be replicated in their organization. Management has also assumed that this system will be openly welcomed by all the employees in the company. The development team has also assumed that it can complete the project in the stipulated time period with no hitches in its development that would delay it.
|Identified Risk||Probability of Occurrence||Impact on Project||Risk prioritization||Risk Mitigation Plan|
|Finance Risk||Low||High||Top priority||Use company’s proceeds. Get External Financing|
|System Infringement||High||High||High||Confidentiality contracts. Restriction of access to specific persons. Controlled environment development.|
|Copy right Infringement||Medium||Medium||High||Registration prior to commencement of project|
|Gantt Chart for the Commencement and Progress of the Project|
|Week 1||Week 2||Week 3||Week 4||Week 5||Week 6||Week 7||Week 8|
|Material Gathering and Setting-up environment|
|Analysis of Information|
|Project development Briefing|
|Program Coding (Project development)|
|Project Budget Estimates|
|Cost Center||Cost per Resource||Total Cost|
|Direct Labour||Team Leader (320 Hours × $35 per Hour)||11,200.00|
|2 Company Staff (320 Hrs × $20 Per Hour)||12,800.00|
|Other Direct Costs||Material||2,300.00|
Stakeholders Project Sign-off
I hereby approve of the above stated project:
- Managing Director:
Name: ………………………………….. Signature ………………………
- Finance Director:
Name …………………………………… Signature ……………………..
- Human Resource Manager:
Name…………………………………… Signature ………………………
- Manager, Citi Bank
Name …………………………………… Signature ………………………
Jain, V. (2004) Importance of Information flow, Customer Relationship Management and
Customer Satisfaction in Strategic Management of E-commerce. Retrieved 28th April 2012 from: http://crm.ittoolbox.com/documents/importance-of-information-flow-customer-relationship-management-customer-satisfaction-in-strategic-management-of-ecommerce-16381
Press order button now………………….