ASSIGNMENT 1 FRONT SHEET

Qualification BTEC HND in Business

Unit number and title Unit 6: Management a Successful Business Project (5039)

Submission date 12/11/2024 Date received (1st submission)

Re-submission date Date received (2nd submission)

Student name Nguyen Thi Nam Anh Student ID BH01449

Class MA07101_5039 Assessor name

Plagiarism
Plagiarism is a particular form of cheating. Plagiarism must be avoided at all costs and students who break the rules, however innocently,
may be penalised. It is your responsibility to ensure that you understand correct referencing practices. As a university level student, you
are expected to use appropriate references throughout and keep carefully detailed notes of all your sources of materials for material you
have used in your work, including any material downloaded from the Internet. Please consult the relevant unit lecturer or your course
tutor if you need any further advice.
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I certify that the assignment submission is entirely my own work and I fully understand the consequences of plagiarism. I declare that the
work submitted for assessment has been carried out without assistance other than that which is acceptable according to the rules of the
specification. I certify I have clearly referenced any sources and any artificial intelligence (AI) tools used in the work. I understand that
making a false declaration is a form of malpractice.

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Contents
I. Introduction.............................................................................................................................................................5
II. Main contents.........................................................................................................................................................6
1. The stages of the project lifecycle (PLC) and their significance to project success............................................6
1.1 Definition of Project Management...............................................................................................................6
1.2 Phases of the project life cycle, concept of phase 1.....................................................................................8
1.3 Concept of Phase 2......................................................................................................................................10
1.4 Concept of Phase 3......................................................................................................................................12
1.5 Concept of Phase 4......................................................................................................................................14
2. Examine and evaluate the factors to be considered when compiling a project management plan...............16
2.1 The project objectives.................................................................................................................................16
2.2 Time Management......................................................................................................................................16
2.3 Budget.........................................................................................................................................................17
2.4 Human resource..........................................................................................................................................17
2.5 Risk management........................................................................................................................................17
3. Examine and evaluate a range of research methods and strategies and their importance to project
management.........................................................................................................................................................18
3.1 Primary data collection...............................................................................................................................18
3.2 Secondary data collection...........................................................................................................................19
3.3 Qualitative data analysis............................................................................................................................19
3.4 Quantitative data analysis..........................................................................................................................21
3.5 Mixed methods of analysis.........................................................................................................................22
4. Produce a detailed PMP that covers aims, objectives, deliverables, quality, risk, communication, resources
and research methods..........................................................................................................................................24
4.1 Why does your business need to achieve this goal? How important is this goal to your business?.........29
4.2 To achieve the quality objectives, what do you need to do as a CEO?......................................................30
4.3 Assess the level and frequency of risk?......................................................................................................30
4.4 Who attends meetings? What should be reported in the meeting? What are the expected outcomes of
the meeting?.....................................................................................................................................................31
III. Source.................................................................................................................................................................32

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Bibliography...............................................................................................................................................................32

I. Introduction

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Artificial intelligence (AI) is a rapidly emerging field that is already helping businesses in the sector
achieve their objectives, reduce expenses, and boost productivity. Significant changes are expected in
the future with regard to labor laws, hiring procedures, and human resources. By automating repetitive
tasks like scheduling interviews, evaluating resumes, and performing background checks, human
resources staff may save time. Growth can also be accelerated by using AI to provide sales and marketing
teams with the right data and consumer insights to fulfill demand. AI is essential for enhancing customer
experiences, and by automating and offloading many monotonous operations, it may also improve sales
performance and effectiveness. 73% of firms use or plan to use AI-powered chatbots for instant
messaging, according to the Forbes Advisor poll (2023).
Planning and collaboration from a variety of stakeholders, including those in leadership roles, are
necessary for the adoption of AI. Leaders and managers must be proactive in finding and developing
qualified candidates, establishing alliances with other organizations, and considering the moral
implications. Businesses that use AI to support corporate decision-making can only improve procedures,
reduce errors, and increase accuracy. This will enhance output and increase revenue.
I decided to conduct study on the issue of "Adoption of AI chatbot in Viettel: Types, Benefits, Challenges"
in light of the aforementioned considerations. Learning about the use of AI to the company's success is
the aim of this topic. The topic will undoubtedly benefit Viettel, in my opinion.

II. Main contents

1. The stages of the project lifecycle (PLC) and their significance to project success
1.1 Definition of Project Management
What is Project Management?

Project Management is the process of applying knowledge, skills, tools and techniques to carry out
activities in a project, to meet requirements, achieve objectives within the constraints of time, cost and
resources.

Project management includes activities such as defining project objectives, planning, assigning resources,
tracking progress, managing risks, monitoring quality and interacting with stakeholders. Project
management usually follows standard project management concepts and methods. Project managers
also use supporting tools such as Gantt charts, PERT charts and project management software to help
manage and track progress. (PACE, 2023)

The Role and Importance of Project Management

Achieving the Set Goals

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Project managers can help achieve the set goals by using their skills and knowledge to ensure that the
project is delivered on time, on budget and to the required quality. They do this by identifying and
managing project resources, planning and monitoring project progress, managing risks and issues, and
communicating and collaborating with stakeholders

Coordinating and allocating project resources

In some projects, the proper use of resources is an important aspect, requiring accurate coordination
and allocation. Projects often use many resources from the business and sometimes need to mobilize
resources from other market relationships. To ensure efficiency, project resources need to be allocated
properly and appropriately for each specific task and stage.

Project Implementation

Project managers play an important role in helping projects stay on schedule. They play a proactive role
in planning, managing, and coordinating project activities to ensure that progress is adhered to. By
making detailed plans, assigning tasks clearly and reasonably, resolving issues promptly, and monitoring
regularly, managers can ensure that projects are implemented on schedule, avoiding losses in money
and effort of the business team.

Handling issues that arise during the project

One of the main roles of a project manager is to resolve difficulties and problems that occur during the
project implementation process. Typically, project managers are trained and equipped with the
necessary skills to identify, assess, and resolve issues.

Reporting project progress to stakeholders

Project managers are responsible for monitoring progress and ensuring that the project is on track to
achieve the set goals. Project progress reporting is a way for project managers to share information with
stakeholders about the status of the project, and to receive feedback and feedback from them.

(PACE, 2023)

Advantages of Using Project Management

Clear Goals and Objectives

Project management provides a structured approach to setting clear goals and objectives for any project.
Without proper project management, teams can struggle to identify and understand what they need to
achieve. Project managers work closely with stakeholders to define project requirements, define

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objectives, and establish a clear vision. Having clearly defined goals ensures that everyone is on the same
page and working towards a common goal.

Effective Resource Allocation

Effective project management involves allocating resources, including people, time, and budget. Skilled
project managers identify the right people with the right expertise for each task and allocate resources
accordingly. They ensure that resources are used optimally, minimizing waste and maximizing efficiency.
Allocating resources appropriately will improve productivity and reduce the risk of delays or cost
overruns.

Risk Management

Every project has its own risks and uncertainties. Project management provides a structured framework
for identifying, assessing, and managing risks effectively. Project managers conduct risk assessments,
develop contingency plans, and monitor potential risks throughout the project life cycle. By proactively
addressing risks, project managers can minimize their impact on project outcomes and ensure smooth
progress.

Quality Control

Project managers ensure that quality control measures are applied throughout the project life cycle.
Project managers define quality standards, establish quality assurance processes, and conduct regular
quality checks. They monitor deliverables to ensure they meet required quality criteria. By implementing
quality control measures, project managers ensure that project outcomes meet or exceed customer
expectations.

Cost Control

Project managers play a vital role in controlling project costs. Project managers develop budgets, track
costs, and ensure that projects stay within the allocated budget. They identify cost-saving opportunities,
negotiate contracts, and manage the procurement process effectively. Cost control is critical to
maintaining profitability and maximizing return on investment.

(VŨ THÀNH, 2024)

1.2 Phases of the project life cycle, concept of phase 1

Four main phases of project management

Project management can be divided into four main phases:

• Initiation: Determine the project's objectives, scope and resources.

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• Planning: Create detailed plans for project activities, deadlines, budgets and tools.

• Implementation: Carry out planned activities, resolve issues and monitor project progress.

• Closing: Evaluate results, draw lessons.

Step 1: Project initiation

This is the phase that determines the success or failure of the project. If the right direction is not clearly
defined, the project may encounter many difficulties and risks later. Many projects of companies have
not achieved the desired results simply because they were not well prepared at this stage.

In this stage, managers need to:

• Determine the project's objectives, scope and desired results.

• Analyze the problems that the project needs to solve and their causes.

• Assess the feasibility of the project, whether it is feasible, effective, and aligned with the company's
strategy.

• Form a team, assign tasks, and define the roles of project members.

• Identify the resources needed for the project, including budget, time, human resources, equipment,
materials, information, support, etc.

The final step in this phase is to create a Business Case, to clarify:

• Purpose of the project: What problem does this project solve and why is there a need?

• Alternatives: Are there other solutions and why is this project the best?

• Timeframe: How long will this project take and when will it be delivered?

• Budget: How much will this project cost?

• Potential risks: Are there any risks or obstacles?

The Business Case will help you convince stakeholders of the benefits of the project and how to
implement it. (BITRIX24, 2023)

The Importance of Phase 1 to Project Success.

Phase 1 of a project, often referred to as the initiation or planning phase, is one of the most important
phases that directly affects the success of the project. This phase helps determine the goals, scope, and

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requirements of the project. Without a clear direction from the beginning, the project can easily get off
track, leading to the waste of resources without achieving the desired results. Comprehensive planning
of budget, time, human resources, and other resources helps ensure that the project is carried out in a
reasonable and systematic manner. A detailed plan is the foundation for monitoring and controlling the
project throughout the implementation process. The initiation phase is the time to identify potential
risks and develop plans to handle them. This helps minimize unexpected problems and increases the
ability to respond promptly when incidents occur. This is the time for all stakeholders to come together
to discuss and agree on the goals, methods, and other important elements. This helps ensure that
everyone is clear and committed to the project goals, minimizing conflicts and deviations during the
implementation process. Having a clear plan from the beginning will give stakeholders a clear view of the
progress, quality, and results of the project. This helps manage expectations and avoid unnecessary
conflicts later. In short, phase 1 is key to ensuring that the project has a solid foundation, clear goals, and
a specific plan to achieve success. (GAPOWORK, 2023)

Strengths

Because it is a new product, there are usually not many direct competitors, giving businesses the
opportunity to establish a unique position in the market. This stage is the ideal time to build an image
and make a deep impression on customers. Pioneer customers or technology lovers (early adopters) are
often very interested and willing to pay for new products, helping the product quickly generate initial
revenue. (PHAM HUONG, 2022)

Weaknesses

High costs. Costs for advertising, marketing, and product development are often very high due to the
need to increase product introduction and awareness. Because new products are not yet widely known
and have low acceptance, revenue is often not high. If the product is not accepted or does not meet
customer needs, the company may have difficulty recovering its investment. The distribution channels
are not yet complete, making it difficult to reach many target customers because distributors may be
hesitant to support new products. (PHAM HUONG, 2022)

1.3 Concept of Phase 2

Step 2: Project Planning

After the project initiation phase, you need to plan the tasks, activities, and order of work to achieve the
goals. The more detailed the plan, the higher the chance of success, because it will help the project be
clear and systematic, avoiding confusion and chaos. During this phase, you need to clearly understand:

• Project vision

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• Project schedule and deadlines

• Team composition

• Individual responsibilities

• Resources, budget, how to use them

• Tools to be used

• Project workflow

Create a roadmap for the project, clearly stating the important milestones and steps to achieve them.
The manager will track the progress and deadlines of the project and the work of each team member.
Most importantly, the manager will know how to gather and allocate resources to where they are
needed. Everything will be clear and measurable. (BITRIX24, 2023)

The Importance of Phase 2 to Project Success

Phase 2 of a project, often referred to as the execution or implementation phase, is critical in

transforming the plans and ideas from the inception phase into concrete actions. This is when the
project begins to produce real results. This is when plans are put into action and specific tasks and
activities are implemented. Without an effective execution process, the plans from phase 1 remain on
paper without providing any real value. During execution, it is important to manage progress, budgets,
and resources. Monitoring tools and methods (such as progress reports, regular meetings) will help
ensure that everything is going according to plan and that adjustments can be made in time to address
delays or changes. This is when the product or service is created, so quality control and assurance are
paramount. The implementation team needs to adhere strictly to the established standards and ensure
that the final results meet the requirements of the client and stakeholders. Communication between
stakeholders, including the implementation team, management and the client, is important to ensure
that everyone is updated on progress and changes. This helps to avoid misunderstandings, conflicts and
maintain consistency throughout the implementation process. In short, phase 2 is the transition from
theory to practice, where the success of the project is measured by the management and
implementation of specific activities. Performance in this phase will directly determine whether the
project achieves its set goals or not. (Atlassian, 2023)

Strengths

Demand for the product increases sharply as consumers become more aware of and accept the product,
helping the business grow revenue significantly. As production and distribution expand, the business can
achieve lower costs due to economies of scale, increasing profit margins. This is the stage where the
business has the opportunity to strengthen its brand position, increase recognition and loyalty from

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customers. As the product is growing strongly, the business can expand distribution, penetrate new
markets, or add online sales channels. (PHAM HUONG, 2022)

Weaknesses

As the market grows, new competitors will begin to enter, making the level of competition more fierce
and possibly affecting market share. To maintain the appeal of the product, businesses need to invest
heavily in advertising and promotional programs to increase competitiveness. If the product or business
strategy is not adjusted in time, the product may fall behind when consumer needs and preferences
change. To meet the increased demand, businesses must invest in expanding production and distribution
channels, which can create financial pressure. (PHAM HUONG, 2022)

1.4 Concept of Phase 3

Step 3: Project Implementation and Monitoring

Once you have completed the preparation and planning stages, you will enter the project
implementation phase. This is the phase that takes the most time and greatly affects the success of the
project, so you will have to pay attention to every small detail that occurs, carefully placing each first
"brick" until the project gradually takes shape.

As a project manager, you will need to pay attention to the following during this phase:

• Assign tasks to team members

• Organize the workflow

• Motivate team members

• Use resources allocated to the project effectively

• Ensure deadlines are met

• Respond flexibly and quickly to situations

• Update stakeholders on project progress

The main focus here is on deliverables, both within the team and with the client and stakeholders, which
are reports shared internally within the team and also the finished products so that the client can
understand the progress of the work. The project manager needs to monitor the progress of the project
and closely monitor each stage of the process. The most important thing is to set the right direction and
ensure motivation for team members. Another factor to keep in mind during this phase is
communication and coordination within the team, as the workflow is constantly evolving, there will be a
lot of interaction between team members. (BITRIX24, 2023)

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The Importance of Phase 3 to Project Success

Phase 3 of a project, often referred to as the project completion and closure phase, is crucial in ensuring
that all previous efforts are fully and professionally concluded. This phase helps to evaluate success,
validate results, and prepare for the formal handover or closure of the project. Phase 3 is the point at
which the project deliverables are tested against established standards and requirements. Thorough
testing and validation of the final product ensures that the project meets the expectations of
stakeholders, from quality to technical and functional criteria. This is not only the final step of the
project, but also the determining factor in whether the project is successful or not. During this phase, the
project is evaluated overall in terms of effectiveness, efficiency, and results achieved against the original
objectives. Stakeholders often participate in this review to gain a better understanding of what worked,
what needs improvement, and what lessons can be learned for future projects. A thorough review helps
the organization improve its workflow and reduce errors in future projects. If the project involves
contracts or financial commitments, this phase is the time to finalize agreements and initiate payments.
This includes reviewing all costs, reconciling, and resolving budget issues. Completing on time and
without outstanding financial issues is important to maintaining a good relationship with the client or
partner. Phase 3 is the decisive stage for a successful project closure, with completion from acceptance,
evaluation, handover, to final reporting. Care and thoroughness during this phase ensures that all results
achieved are optimized and properly recorded, thereby contributing to the overall success of the project.
(DUONG HA, 2023)

Strengths

The business has stable revenue from products that have been widely recognized in the market. The
production process has often been optimized, and with large scale, the business can maintain low
production costs, helping to increase profit margins. At this stage, the product has often achieved brand
reputation and consumer loyalty, helping to create an advantage over new competitors. The product has
a solid position in the market, with a loyal customer base, ensuring a certain market share. (PHAM
HUONG, 2022)

Weaknesses

Competition from current competitors and alternative products is increasing, forcing businesses to
constantly maintain differentiation to retain customers. To maintain the attractiveness of the product,
businesses must increase promotions and discounts, reducing profit margins. At this stage, demand has
stabilized, improving products to attract more customers becomes difficult due to market saturation. As
consumers tend to switch to new or alternative products, businesses risk losing market share if they do
not adjust their product strategy in time. (PHAM HUONG, 2022)

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1.5 Concept of Phase 4
Step 4: Project Closing

The closing phase of a project is an opportunity to evaluate and analyze what has been accomplished
and what needs improvement.

To complete this phase, the following tasks need to be performed:

• Hand over all project deliverables to the client or recipient

• Check and ensure that all aspects of the project have been completed as required

• Evaluate the performance of the team and individuals during the project implementation

• Send reports to all stakeholders on the results and lessons learned from the project

• Conduct analysis and evaluation of the project results against the original goals

Evaluation is the most important aspect of this closing phase, it helps you answer questions such as:
were the project goals achieved, were the original problems resolved, did the team work effectively, to
what extent was the work completed, etc. From there, provide constructive feedback to members, while
promoting future project performance (BITRIX24, 2023)

The Importance of Phase 4 to Project Success

Phase 4 of project management, often referred to as the post-project operations, maintenance, and
support phase, plays a vital role in ensuring that the project deliverables are maintained and
operationally stable after completion. This is the phase of continued monitoring and improvement after
the project has been accepted and delivered. Some projects require users to continue to receive training
or support as needed. Phase 4 ensures that the operations team and users can continue to receive the
necessary guidance to use the product or service effectively. This helps to maximize the value that the
project brings to the organization and users. By gathering feedback and experience from the actual
operation, the organization can be better prepared for future projects. Lessons learned during the
maintenance phase can help improve project, product, and system management processes in
subsequent projects. This phase can also uncover new needs and create opportunities for expansion or
upgrade projects. Post-project maintenance and support is an opportunity to build trust and create
lasting relationships with customers. When a project is successfully completed and the product or service
is effectively maintained, this increases customer satisfaction and increases the likelihood of future
collaboration. Phase 4 is not simply a closure phase, but also plays an important role in maintaining the
value that the project delivers. It ensures that the product or service is not only completed, but also
operates stably, efficiently, and is continuously improved throughout its life cycle. Thorough support and

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maintenance during this phase are key to optimizing the overall success of the project. (GAPOWORK,
2023).

Strengths

The product can still retain a group of loyal customers, although this number may be small, but it creates
a stable source of revenue for the business. Because it does not need to invest much in marketing or
product development, the business can optimize costs and increase efficiency in production. The
business can exploit the product brand or shift to niche markets to maintain revenue without developing
new products. This stage helps the business screen the product portfolio, eliminate unprofitable
products and focus on more potential products. (PHAM HUONG, 2022)

Weaknesses

Lower demand as consumers switch to new products, leading to lower sales and impacting overall
profits. Declining products can reduce the value of a business’s brand if customers perceive them as
outdated or of poor quality. Unsold products lead to increased inventory, putting pressure on storage,
handling and inventory management costs. If a product is no longer relevant but remains on the market,
the business risks losing its reputation as consumers perceive the product as not meeting new
requirements. (PHAM HUONG, 2022)

In your personal opinion, which stage do you think is the most important and why?

I think stage 2 is the most important because this is the time when businesses can achieve the highest
revenue and profit. When the product is well received by the market, increased demand helps
businesses take advantage of large production scale and gain large profits from lower profit margins. This
stage allows businesses to expand market share quickly and build a solid position in the hearts of
customers. Developing a strong brand in the growth stage helps create a sustainable foundation for the
following stages. When the product develops well, businesses have the opportunity to create distinct
competitive advantages over competitors by optimizing costs, increasing quality and improving products
to retain customers. The growth stage creates the motivation and resources for businesses to continue
investing in product innovation or developing new products, creating the premise for sustainable
development and strengthening the product portfolio. This is the time to build customer loyalty, thereby
creating a stable group of loyal customers. This helps businesses have a sustainable customer base and
are willing to support new products later. So I see the growth stage as the time when businesses can
maximize the opportunity to expand market share, build brands and create a sustainable foundation for
the next stages in the product life cycle.

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2. Examine and evaluate the factors to be considered when compiling a project management plan

An essential part of any project's success is the PMP that was carefully crafted for it. There are a number
of considerations that must be made when creating a PMP to guarantee that all aspects of the project
are properly accounted for and managed. In this regard, consider the following (Simplilearn, 2023):

2.1 The project objectives

Project objectives in project management are the specific, tangible outcomes that will be produced and
delivered by the project. They identify and describe the concrete actions or deliverables that will work
together to achieve the broader, higher-level goals of the project as a whole.To be effective, objectives
should motivate your team, clearly outline a path to success, and help monitor your progress.

Simply said, project objectives are goals. Project objectives are the predefined, observable results that
the project will yield and supply. They specify the specific steps to be taken or products to be produced
that, when taken collectively, will result in the overall project objectives being met. For goals to be
useful, they need to do three things: inspire your team, map out a path to victory, and provide a
yardstick by which to measure achievement (PLANVIEW, 2021).

2.2 Time Management

Time Management is the process of planning, prioritizing, and controlling the effective use of time to
complete tasks and achieve goals. In the field of project management, time management plays an
important role in ensuring that projects are completed on time, saving resources, and achieving
maximum work efficiency. Time management also plays an important role in businesses in general.
Discipline and good time management skills help employees complete work according to plan, ensuring
efficiency and increasing work productivity (LARK, 2024).

Time management is very important in project and business management because it:
Time management helps identify the tasks that need to be done in the project and schedule them to
ensure timely completion. If time is not managed well, the project can be prolonged, causing damage to
the project and the business. Time management helps divide work reasonably and use resources
effectively. By allocating time in a balanced way, the company's resources will be maximized, waste will
be minimized and work efficiency will increase. Time management helps prevent time wastage and focus
on the most important tasks. By prioritizing work and planning, employees can work more effectively,
achieve better results and increase work productivity. Time management also helps employees develop
organizational skills, prioritize work and manage themselves. Discipline and good time management are
important skills in the business environment and can be used in many different fields (LARK, 2024).

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2.3 Budget

In project management, cost estimation is the process of identifying and predicting the costs associated
with a project. This is an important step in project management, especially in businesses, as it helps to
identify the resources needed and ensures the effectiveness of project financial management. Cost
estimation is an important element in project and business management because it is economically
important and determines the success of the project. Cost estimation helps to determine the financial,
human and material resources needed for the project. This helps to ensure that the project has enough
resources to complete and avoid resource shortages that affect the progress and quality of the project.
Cost estimation helps to determine the financial feasibility of the project. If the estimated cost exceeds
the planned budget, it may be necessary to adjust the scope or find additional financial resources. This
helps ensure the success of the project and avoid financial risks. Cost estimates provide important
information for decisions on investment in the project. Based on cost estimates, project managers and
investors can make decisions on whether to continue or stop the project based on economic feasibility.
Cost estimates help manage project finances effectively. By knowing the expected costs in advance,
project managers can plan and allocate finances appropriately. This helps avoid waste of resources and
ensures rational use of resources. (LARK, 2024)

2.4 Human resource

A workforce plan is a specific roadmap that helps HR professionals align human resource needs with the
organization's business goals. It ensures successful recruitment, talent management, and workforce
optimization. It outlines roles, required skills and competencies, succession planning, HR budgeting, and
ongoing development. The main purpose of a workforce plan is to ensure that the organization has the
right number of employees with the right skills and competencies to perform its tasks and achieve its
strategic goals (PACE, 2024)
In project management, human resources play a very important role in ensuring that project goals are
achieved on time, with quality and on budget. Training and upgrading the skills of the staff helps ensure
quality work and improve project performance. During the project implementation, human resources
management needs to adjust work progress and reallocate tasks when necessary. Closely monitoring the
workload helps prevent overload and ensure project progress. Overall, the role of human resources
management in the project management plan is to create an effective working team, allocate resources
appropriately and ensure that everyone contributes to the overall success of the project (PACE, 2024)

2.5 Risk management

Risk management is the process of identifying, assessing, planning responses to, and responding to
events/conditions, both positive and negative, that may occur during the course of a project. The goal of
project risk management is to increase the likelihood and impact of positive risks and reduce the

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likelihood or impact of negative risks, to optimize the chances of project success. Risks need to be
identified and managed at the beginning of the project and updated regularly while the project is
underway. The project manager and team review what has happened in the project, the current status
of the project, and what has not happened, and then reassess potential hazards and opportunities.
(ATOHA, 2020)
In the project management plan, Risk Management is an important part of identifying, assessing, and
controlling risks that may affect the project's schedule, quality, and budget. Contingency planning is an
important part of risk management. It involves predicting possible scenarios when unwanted risks
materialize and developing specific action plans to minimize the damage. This helps the project quickly
overcome difficult situations without significantly affecting the progress and results. Risk management
helps protect important factors such as quality, time and cost of the project. Risk management in project
management not only helps the project avoid potential problems but also helps increase the likelihood
of success, improve performance and ensure that the project's goals are achieved in a safe and effective
manner (NEOS, 2024).

3. Examine and evaluate a range of research methods and strategies and their importance to project
management.
3.1 Primary data collection
Primary data collection is the process of gathering data directly from a first-hand source. In other words,
it’s data that’s collected by the organization that expects to use it. Methods include surveys, interviews,
observation, and focus groups. (MARTA, 2022)

Advantages: Provides more accurate and detailed information about the problem, giving the researcher
control over the data collection process.

Disadvantages: More costly and time-consuming than secondary data, especially when a large sample is
needed or when using complex methods such as experiments. (MAAS, 2023)

How is Primary data collection used in research?

Surveys:
Online, telephone, or face-to-face surveys: This is the most commonly used method in consumer
behavior, sociology, and market research.
Questionnaires: Can be open-ended or multiple-choice questions, to collect data on the opinions,
preferences, and behaviors of the research subjects.
Interviews:
Personal interviews: Focus on specific subjects, helping to collect in-depth data on their views and
attitudes.

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Focus Groups: Often used in market or social research, focus group discussions are used to better
understand the general opinions and responses of the research group. (MAAS, 2023)

3.2 Secondary data collection

Secondary data is data collected by someone other than the actual user. It means that the information is
already available, and someone analyses it. The secondary data includes magazines, newspapers, books,
journals, etc. It may be either published data or unpublished data. (BYJUS, 2024)

Advantages
Secondary data is easy to collect in a short time with relatively low cost. In other words, secondary data
has the advantage of saving money and time. Secondary data is very rich, diverse and comes from
different sources. (VIETNAMBIZ, 2019)
Disadvantages
Secondary data is often processed, so it is difficult to assess the accuracy and reliability of the data
source. This secondary data has been collected for studies with other purposes and may be completely
inappropriate for our problem; Secondary data is difficult to classify data. Besides, the variables and units
of measurement may be different. (VIETNAMBIZ, 2019)
How is the Secondary data collection method used in research articles?
Data from Official Records
Government data: National statistics, economic reports, population data, or information on health and
education.
Non-profit and NGO reports: Organizations such as UNICEF, WHO, or the World Bank often provide
valuable global and regional data for many types of research.
Corporate reports: Financial reports, market research reports, or company annual reports.
Academic Books and Journals
Academic books and journals: Textbooks, manuals, and in-depth studies provide authoritative and
academically reviewed information.
Scientific articles: Data and research results published in scientific journals are a common secondary
source of information in academic research. (DRNHANH, 2020)

3.3 Qualitative data analysis

Qualitative data analysis is a process of gathering, structuring and interpreting qualitative data to
understand what it represents.Qualitative data is non-numerical and unstructured. Qualitative data
generally refers to text, such as open-ended responses to survey questions or user interviews, but also
includes audio, photos and video.Businesses often perform qualitative data analysis on customer
feedback. And within this context, qualitative data generally refers to verbatim text data collected from

19
sources such as reviews, complaints, chat messages, support centre interactions, customer interviews,
case notes or social media comments. (GETTHEMATIC, 2024)

Advantages
Qualitative Data Analysis (QDA) is like a versatile toolkit, offering a tailored approach to understanding
your data. The benefits it offers are as diverse as the methods. Let’s explore why choosing the right
method matters.
• Tailored Methods for Specific Needs: QDA isn't one-size-fits-all. Depending on your research
objectives and the type of data at hand, different methods offer unique benefits. If you want emotive
customer stories, narrative analysis paints a strong picture. When you want to explain a score, thematic
analysis reveals insightful patterns

• Creating Genuine Connections: Understanding people’s experiences lets businesses connect on a

real level. This genuine connection helps build trust and loyalty, priceless for any business. (BITRIX24,
2023)

Disadvantages
• Time and Effort (Narrative Analysis): Narrative analysis, which focuses on personal stories,
demands patience. Sifting through lengthy narratives to find meaningful insights can be time-consuming,
requires dedicated effort.

• Complexity (Thematic Analysis): Thematic analysis involves identifying themes within data, a
process that can be intricate. Categorizing and understanding themes can be complex, especially when
each piece of data varies in context and structure. Thematic Analysis software can simplify this process.
(BITRIX24, 2023)

How is Qualitative Data Analysis Used in Research?

Research Design
• Selecting a Topic and Research Questions: Researchers identify a topic and research questions
to collect data that are relevant to the research objectives.
• Identifying Research Subjects: The subjects selected can be individuals, groups, or communities
related to the research topic.
Data Collection
• Interviews: Interviewing individuals or groups to collect in-depth information about the
subjects' opinions, experiences, and attitudes.
• Open-ended surveys: Using open-ended questions in surveys to allow subjects to freely express
their opinions and feelings.

20
 • Observation: Observing the behavior and interactions in the natural environment of the
research subjects.
• Document Analysis: Analyzing relevant documents, articles, or reports to collect qualitative
data.
(PACE, 2024)
3.4 Quantitative data analysis
Quantitative data is any information that can be counted or measured, allowing researchers to obtain
comparable and calculable results. This data is often used to determine relationships, differences, or
quantitative trends. (PACE, 2024)

Advantages

• Reliable accuracy: Using measured numerical data helps achieve a high level of accuracy in research
results. This method often uses statistical tools, techniques, and methods to ensure the accuracy and
reliability of the data.

• Comparability and generalizability: The results of quantitative research can often be compared and
generalized to a larger population. By using statistical methods, quantitative research can draw general
conclusions about a large set of users or similar populations. (PACE, 2024)

Disadvantages

• Lack of depth: Cannot understand the motivations and reasons behind human behavior.

• Restrictive: Participants are limited by the questions and options provided.

• Can be biased: Quantitative models often focus on collecting numerical data, ignoring the complexities
and richness of reality.

• Cost and time: Collecting and analyzing quantitative data is costly and resource-intensive. However,
designing and conducting a quantitative study can be time-consuming. (PACE, 2024)

How is Quantitative Data Analysis Used in Research?

Surveys and Questionnaires

Surveys are the most common method of collecting quantitative data, usually through questionnaires
with pre-defined questions and quantifiable answers. Surveys can take many forms such as face-to-face
surveys, via email, telephone or online platforms. Questions are often in the form of Likert scales (e.g. 1
to 5 or 1 to 10) or multiple-choice responses, helping to collect opinions from a large number of people
in a short time.

21
This method is suitable for assessing customer satisfaction, commenting on products or services and
collecting opinions from consumers on a large scale. The strengths of surveys and questionnaires are the
ability to standardize and analyze quickly thanks to the consistency in structure and quantification.

Experiments and Controlled Trials

In scientific research and product development, experiments and controlled trials are key methods for
collecting quantitative data. Researchers create a controlled environment, manipulate independent
variables on dependent variables, and measure changes and draw scientific conclusions. For example, in
the medical field, placebo-controlled clinical trials are often used to evaluate the effectiveness of new
drugs. This method provides high accuracy due to the ability to control and eliminate extraneous factors
that affect the results.

Statistical analysis of secondary data

Secondary data is information and data that has been previously collected by organizations, government
agencies, or other researchers, such as national statistics, industry reports, and company databases.
Statistical analysis of this data is an effective quantitative method, saving time and costs in collecting new
data. Through this, researchers can take advantage of available data, conduct in-depth analysis to draw
conclusions. For example, businesses often forecast market trends by analyzing consumer data from
government reports. (PACE, 2024)

3.5 Mixed methods of analysis

Mixed methods of analysis is a research method that combines both qualitative and quantitative
methods in the same study. The goal of this method is to take advantage of the benefits of both methods
to create a more comprehensive and in-depth view of the research problem. (TEGAN GEORGE, 2023)

Advantages

Combining the two types of data means you benefit from both the detailed, contextualized insights of
qualitative data and the generalizable, externally valid insights of quantitative data. The strengths of one
type of data often mitigate the weaknesses of the other

Mixed methods are less tied to disciplines and established research paradigms. They offer more flexibility
in designing your research, allowing you to combine aspects of different types of studies to distill the
most informative results.

Mixed methods research can also combine theory generation and hypothesis testing within a single
study, which is unusual for standalone qualitative or quantitative studies. (TEGAN GEORGE, 2023)

22
Disadvantages

Mixed methods research is very labor-intensive. Collecting, analyzing, and synthesizing two types of data
into one research product takes a lot of time and effort, and often involves interdisciplinary teams of
researchers rather than individuals. For this reason, mixed methods research has the potential to cost
much more than standalone studies.

If your analysis yields conflicting results, it can be very challenging to know how to interpret them in a
mixed methods study. If the quantitative and qualitative results do not agree or you are concerned you
may have confounding variables, it can be unclear how to proceed.

Due to the fact that quantitative and qualitative data take two vastly different forms, it can also be
difficult to find ways to systematically compare the results, putting your data at risk for bias in the
interpretation stage. (TEGAN GEORGE, 2023)

How are Mixed Methods of Analysis Used in Research Papers?

Research Design

• Identifying Research Objectives and Questions: The researcher identifies research questions and
objectives, and then decides how to combine qualitative and quantitative data to gain a comprehensive
view of the problem.

• Choosing a Mixed Design: Choosing between designs such as nested, sequential, or concurrent,
depending on the research objectives and context.

Data Collection

• Segmenting the Data:

o Qualitative: Conducting in-depth interviews, open-ended surveys, or observations to collect

information about the subjects' feelings, opinions, and experiences.

o Quantitative: Using structured surveys, experiments, or secondary data to collect quantitative data
that can be statistically analyzed. (CAMPBELL, 2024)

How do the above data collection and analysis methods contribute to the success of the project?

23
Data collection and analysis methods, including qualitative, quantitative, and mixed methods, play an
important role in ensuring the success of a research project. By combining these methods, researchers
can collect diverse and rich information, from accurate statistics to deep feelings and experiences of
participants. This not only helps to create a comprehensive view of the research problem but also
enhances the objectivity and reliability of the results. In addition, the application of mixed analysis
methods allows for the confirmation and enrichment of findings, thereby supporting the development of
effective and practical recommendations and solutions. In short, the selection and appropriate use of
data collection and analysis methods are decisive factors for the quality and feasibility of research
results, contributing to the success of the project.

4. Produce a detailed PMP that covers aims, objectives, deliverables, quality, risk, communication,
resources and research methods.
Appendix 1: Project Definition Form

Project Definition form [or PID]

Project Title: Adoption of AI Sponsor: Viettel

chatbot at Viettel

Project Background: Viettel chatbot AI is developed not only as an automatic customer support
tool but also as an optimal solution to help personalize the user experience.
My Viettel version 4.0 is integrated with Viettel chatbot AI platform, with the
ability to communicate naturally, analyze and interact intelligently. This
chatbot has the ability to self-learn from customer questions, helping to
improve response quality and quickly respond to all requests.

Project Benefits:

- Determining which AI chatbots are best suited for Viettel's particular

requirements
- The suggested chatbot solution or solutions improved operational
efficiency.
- The possibility of cost savings through process optimization for
customer service
- Enhanced client satisfaction via more efficient communication
- Improved decision-making for Viettel's strategy of digital

24
 transformation

Project Objectives: This study aims to assess the advantages and disadvantages of several kinds
of AI chatbots in relation to Viettel. In order to improve Viettel's operational
efficiency, I will suggest ways to deploy the best AI chatbots based on this
analysis.

Project Deliverables: - -Explain the advantages and disadvantages of various AI chatbot kinds.
- A suggestion for Viettel's AI chatbot implementation

This project will include: This project will not include:

- Evaluation of several AI chatbot models - Implementation of the AI chatbot system

and how well suited they are for Viettel - Training of Viettel staff on AI chatbot use
- Recommendations for chatbot integration
within Viettel's operations

Success Criteria: - A thorough examination and selection of appropriate AI chatbot solutions

- Clear, doable suggestions for implementing AI chatbots

Resources: - Budget: 15.000.000 VND

- Technological resource: 5 laptop; 1 printer; 1 projector; internet.
- Human resource : 6 people including; 1 project manager; 5 employee

Communication: - Offline meeting at Viettel meeting room: Lot D26, Cau Giay new urban area,
Yen Hoa ward, Cau Giay district, Hanoi city.

- Online meeting room:https://meet.google.com/gvy-jnyc-pjy

Research method: Mix methods of analysis

Project Manager: Nguyen Thi Nam Anh

Project Sponsor: Viettel

Appendix 2: Risk Analysis

Nature of Risk or Likelihood Impact Likelihood x Actions required and who will take

25
Uncertainty High/ Impact responsibility to manage the risk
Medium/ [Score]
High/
Low
Medium/
Low

Insufficient Medium Low 2 Perform a comprehensive needs

understanding of analysis; accountability for risk
Viettel’s specific management: Manager of Projects
needs

AI chatbot technology Low Medium 2 Project Manager is responsible for

limitations or lack of conducting research and choosing only
features validated chatbot solutions.

High implementation Medium Medium 4 Before making recommendations, do a

costs cost-benefit analysis; the financial
analyst is in charge of this.

Data privacy and Low Medium 2 Assure adherence to data protection

security concerns regulations; duty: Compliance Officer

Project timeline Medium Medium 4 Clearly define milestones and conduct

delays frequent progress evaluations;
accountability Manager of Projects

Appendix 3: Work Breakdown Structure

PESONNEL

Nguyen Employee Employee Employee Employee Employee

Thi Nam A B C D E
Anh -
Project
Manager
TASKS/ACTIVITIES

26
Define project scope, objectives, x
and deliverables

Identify stakeholders and define x

roles

Conduct initial risk assessment x

Obtain project approval from x

Viettel

Develop project plan: timeline, x

resources, budget allocation

Conduct needs analysis to gather x

AI chatbot requirements

Define success criteria and x

metrics

Plan communication (set up x

channels and schedule updates)

Research AI chatbot solutions x

(capabilities, limitations, costs)

Perform competitor analysis on x

AI chatbot usage in banking

Evaluate compatibility with x

Viettel systems

Develop AI Chatbot x
Recommendation Report

Prepare implementation x
proposal (timeline, cost,
resources)

Review and revise x

27
recommendations based on
feedback

Address feedback and obtain x

final approval

Conduct post-project evaluation x

(review outcomes vs. success
criteria)

Document project closure report x

(achievements, challenges,
outcomes)

Appendix 4: Milestone Chart

TIME [in units – weeks; Starting at 9/9/2024]

MILESTONES Responsibility 1 2 3 4 5 6 7 8 9 10 11 12 13

Define project scope, objectives, and Project x

deliverables Manager

Identify stakeholders and define Project x

roles Manager

Conduct initial risk assessment Project x

Manager

Obtain project approval from Viettel Project x

Manager

Develop project plan: timeline, Employee A x

resources, budget allocation

28
Conduct needs analysis to gather AI Employee A x
chatbot requirements

Define success criteria and metrics Employee A x

Plan communication (set up Employee B x

channels and schedule updates)

Research AI chatbot solutions Employee B x

(capabilities, limitations, costs)

Perform competitor analysis on AI Employee B x

chatbot usage in banking

Evaluate compatibility with Viettel Employee C x

systems

Develop AI Chatbot Employee C x

Recommendation Report

Prepare implementation proposal Employee C x

(timeline, cost, resources)

Review and revise recommendations Employee D x

based on feedback

Address feedback and obtain final Employee D x

approval

Conduct post-project evaluation Employee E x

(review outcomes vs. success
criteria)

Document project closure report Employee E x

(achievements, challenges,
outcomes)

29
4.1 Why does your business need to achieve this goal? How important is this goal to your business?
A detailed PMP (Project Management Plan) is extremely important for your business. A complete and
detailed PMP plan helps your business clearly define its goals, directions, and ways to achieve the
expected results.A detailed PMP plan provides transparency, ensuring that all important factors are
carefully considered and have a reasonable implementation plan. This helps your business achieve high
efficiency in project management, thereby increasing the ability to complete the project on time, within
budget and with the expected quality.

The goal of a project is a key factor in determining the success or failure of that project, and the
importance of the goal to your business is very important. The goal helps your business have a clear
direction, focus on the expected results and determine the direction of development. Goals allow
businesses to measure progress and evaluate the effectiveness of the project specifically, through the set
indicators (KPIs) and standards. Determining clear goals from the beginning helps businesses predict
difficulties and risks that may arise, thereby building response plans. Goals help businesses build long-
term strategies, both meeting immediate requirements and preparing for future changes. Goals are not
only the destination but also the compass for business activities, ensuring that all resources and
decisions are directed towards sustainable and effective development. Therefore, setting and pursuing
the right goals is the core factor, determining the success or failure of a business.

4.2 To achieve the quality objectives, what do you need to do as a CEO?

As a CEO, to ensure that the quality objectives are achieved, I will focus on a number of strategic actions.
A quality culture starts with the leader. I will inspire and motivate all employees to commit to quality by
setting clear standards and motivating everyone to follow them. Together with the management team, I
will develop clear and detailed quality processes that are consistent with the project goals and
requirements. Organize in-depth training sessions, workshops, and competency assessments to ensure
employees have the necessary knowledge and skills. I will establish a mechanism for regular quality
reviews, review key performance indicators (KPIs), and listen to customer feedback. Identify and monitor
quality-related performance indicators (such as defect rates, repair times, customer feedback) to detect
problems and provide timely solutions. Customer feedback is an important source of information for
evaluating actual quality. I will establish a system to collect and analyze customer feedback on a regular
basis. Based on this information, I will adjust strategies, products, and services to better suit customer
needs and expectations. As a CEO, the task of quality assurance is not only to monitor but also to create
a sustainable foundation for long-term quality maintenance and improvement. Consistently pursuing the
above strategic actions will help the business maintain its reputation, improve customer satisfaction, and
develop sustainably.

4.3 Assess the level and frequency of risk?

- Data security: Chatbots can leak sensitive data. Encryption and compliance with security regulations are
required.

30
- Accuracy: Incorrect responses can damage reputation. Data updates and regular testing are required.

- Customer experience: Poor responses can cause dissatisfaction. Enhance NLP and escalate to staff
when necessary.

- Legal compliance: Ensure chatbots meet industry regulations.

- Technology maintenance: Regular updates to ensure chatbots operate effectively.

- Transparency: Clearly communicate to users and comply with AI ethics regulations

4.4 Who attends meetings? What should be reported in the meeting? What are the expected
outcomes of the meeting?
- Participants

• Executive leadership: CEO, executive director, and department heads to discuss strategy and
make important decisions.

• Project team leader and key personnel: Including project manager, production or development
team leader, and representatives from other relevant departments.

• Support staff: Professionals related to the project or meeting topic, such as human resources,
finance, or marketing, to provide expert information.

- What to report

• Progress and results: Summary of what has been accomplished, goals achieved, and key
performance indicators (KPIs).

• Budget and resources: Update on financial usage, resource allocation, and cost-related issues.

• Challenges and risks: Report on issues, potential risks and solutions, and obstacles that affect
progress.

• Feedback and requests for adjustments: Feedback from customers, partners, or internally may
require adjustments to strategy or plans.

- Expected outcomes after the meeting

• Clear decisions: Make specific decisions on issues to be addressed, adjust strategies, or

reallocate resources.

• Alignment of actions: Achieve consensus among departments and individuals on next steps.

31
 • Roadmap updates: Develop a specific roadmap to track actions to be taken, ensuring everyone
understands their roles and responsibilities.

• Improved communication: Ensure everyone has full and consistent information on goals,
progress, and next steps.

How will the PMP I have built above help me achieve my project goals?

PMP helps me define the functional requirements of the chatbot (such as the questions the chatbot
needs to answer, the customer support process, or automation goals). This helps the development team
have a clear direction, focusing on essential goals. PMP will help track the project progress
systematically, ensuring that important milestones are met. The plan also helps allocate resources
appropriately, ensuring that the team has enough staff and tools to complete the development stages. In
PMP, I will identify potential risks in advance (such as data security risks, chatbot accuracy, and user
feedback). Thanks to that, you can prepare timely countermeasures and limit negative impacts on the
project. The PMP plan helps you prepare for the steps of supporting and expanding the chatbot after
deployment, ensuring that the chatbot not only operates effectively but is also ready to meet future
needs.

III. Source

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