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Project IT

The document contains a project charter and scope statement for an Interactive Voice Response (IVR) system project. It outlines the project details including objectives, deliverables, timeline and resources. It also includes a work breakdown structure (WBS) and project schedule with key activities and dependencies. The total estimated project completion time is 19 weeks.

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Merna Sami
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175 views4 pages

Project IT

The document contains a project charter and scope statement for an Interactive Voice Response (IVR) system project. It outlines the project details including objectives, deliverables, timeline and resources. It also includes a work breakdown structure (WBS) and project schedule with key activities and dependencies. The total estimated project completion time is 19 weeks.

Uploaded by

Merna Sami
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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1- The Project Charter for the project.

PROJECT CHARTER
Atyaf ALMUTIRI
Project Title Interactive Voice Response IVR Project Manager [email protected]
Project owner
Project End
Project Start Date 6th June 2024 6th July 2024 Project Sponsor Stephen Schmidt
Date
Business Need
to install a new automated telephone system so that all calls are answered
Project Scope Deliverables
To help the sales team take orders and to make sure that no
-an IVR system to assist the sales team
orders are missed, an IVR system will be implemented. At
-training for the sales team
this point, the technology is just intended to assist the sales
-support during the operational month of the system
team; other teams, including support, are not included.
Risks and Issues Assumptions/ Dependencies
no team members have any previous experience of
IVR setup , so there is a chance we've hugely permanent advisor
underestimated the work involved
Financial
4 developers + 1 sales team rep
Milestones Schedule
Milestone Target Completion Date
Work on the project will start on June 7, 2024 and
.will be completed on July 6, 2024 7th June 2024
Increase CPU power + prioritize time and budget
5th July 2024
over quality
Project Team Approval/Review Committee
Project Manager Atyaf ALMUTIRI CEO
Project manager
Andrew Jassy finance director
advisor
Team members Analysis , Developer Sales director
2- Project Scope Statement

Project name : interactive voice response IVR

Project sponsor : Stephen Schmidt

Project manager : Atyaf ALMUTIRI

Project start date : 6th June - Project end date : 6th July 2024
2024

Scope Description :
IN SCOPE :
-An IVR system to handle and direct sales calls.
-Setup of the IVR system ready to handle all sales enquiries.
-Training for the sales team on how to use the system.
-An administration system so the IVR system can be configured by the sales team

OUT OF SCOPE :
-Support for any other team other than sales.
-The ability to route complex sales enquiries, such as partnerships etc.

Project Deliverables :
-A customer facing IVR system.
-An IVR configuration system.
-A training manual for new and existing sales team members.

Acceptance criteria:
The project will be accepted when it is agreed by the sales team that the deliverables
meet their needs ( deliverables signed off ). The project will also be considered a
success if post launch testing shows that customer satisfaction is over 5 points
higher than where it is now.

Constraints :
The sales team are not dedicated to this project, and must fit this around
their Day-to-day sales jobs.

Assumptions :
A sales team & full project team will be available to co-create the WBS.
3- List of the project WBS ( IVR system)

1- Planning and design


1.1 Define project scope and objectives
1.2 Develop project plan and budget
1.3 Gather requirements for IVR system
1.4 Design IVR system architecture

2- Development and testing


2.1 Develop IVR system software
2.2 Integrate IVR system with existing customer service platform
2.3 Conduct testing and validation of IVR system

3- Training and implementation


3.1 Develop training materials for staff
3.2 Train staff on how to use IVR system
3.3 Roll out IVR to all customer service channel

4- A table with a list of the specific activities that could make up your project (please
list the activities with their information on immediate predecessor and completion
time in weeks) (See Table 1).

Activity Activity description lmmediate Completion time ( week )


predecessor
A Define project scope and - 1
objectives
B Develop project plan and A 1
budget
C Gather requirements for B 2
IVR system
D Design IVR system C 2
architecture
E Develop IVR system D 4
software
F Integrate IVR system with E 2
existing customer service
platform
G Conduct testing and F 2
validation of IVR system
H Develop training materials G 1
for staff
I Train staff on how to use H 2
IVR system
J Roll out IVR to all I 2
customer service channels

Total : 19
5- A PERT chart of the specific activities that could make up your project (please include the
activities with their information on immediate predecessor and the scheduled start and
completion time for each activity, in a chart).

A B C D E F G H I J

6- The total completion time of the project.


The total completion time of the project :
The project can be completed in 19 weeks if the individual activities are completed on schedule.

7- A table with a list of:


– critical activities that must be completed exactly as scheduled in order to keep the
project on schedule (See Table 2).
– non-critical activities, including how long can the non-critical activities to be
delayed before they cause a delay in the completion time for the project (See Table 2)

Activity ES LS EF LF Slack Critical


activity

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