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Exercise Solution Example Project Charter

The document outlines a project charter template and provides an example project charter. The example charter is for a customer service process improvement project with goals of improving customer satisfaction by reducing repeat incidents by 80% and decreasing resolution time by 30%. It identifies the project team, scope, metrics, milestones, and assumptions.

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Chinedu H Abuaja
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484 views2 pages

Exercise Solution Example Project Charter

The document outlines a project charter template and provides an example project charter. The example charter is for a customer service process improvement project with goals of improving customer satisfaction by reducing repeat incidents by 80% and decreasing resolution time by 30%. It identifies the project team, scope, metrics, milestones, and assumptions.

Uploaded by

Chinedu H Abuaja
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Project Charter Template

Project Name:
Business Problem

Project Team / Stakeholders

Project Goals

Project Scope

Success Metrics

Milestones / Deliverables

Assumptions & Prerequisites

MAVO Institute

Project Charter Example


Project Name: Customer Service Process Improvement
Business Problem

Customers are unhappy due to long response times and


frequent unresolved inquiries.
Project Goals
Goal is to significantly improve customer satisfaction survey results by
end of year. Specific Objectives include:

Reduction of repeat incidents by 80%

Decrease incident resolution time by 30%

Project Team / Stakeholders


Senior Business Sponsor(s): Jane Doe
Steering Group: Peter Smith
Project manager: Joe Doe
Core team: Bessie Antonette, Laurie Margo, Betty Bakus, Rudi
Krzysztof
SMEs: Jasmyn Durand, Melba Martell, Vivyan Akerman

Project Scope
In Scope: Technical Support North America
Out-of-Scope: Technical Support EMEA and APAC

Success Metrics

Milestones / Deliverables

Assumptions & Prerequisites


Project team has been confirmed
Project team agreed with tentative milestone timeline
Business case will be completed this week and approved
by project sponsor next week to kick-off project

Document Process
Measure Baseline Metrics
Analyse issue root causes
Develop recommendations
Implement recommendations

Jan 2015
Feb 2015
Mar 2015
Apr 2015
May 2015

# of repeat incidents
Incident resolution time
Customer satisfaction score

MAVO Institute

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