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BSc (Hons) Business Information Technology Staffordshire University Course Name: CE00348-3 Project Management Group Number: G2 Team Name Team Number Team Member’s Name and Student ID Lui Ka Wah Ma Wai Shing Ng Wing Kwan, Sheryl Tutor’s Name: Steven Tang Submission Date: 12 Dec 2009 51048253 51516250 51292030 1. A project charter which includes environmental analysis and stakeholder involvement, goals and deliverables and establishing terms of reference, critical success factors, and resources that is agreeable to all stakeholders. Background ABC TECH Consultant Company is the industry leader in business solutions implementations and customizations. Founded in 1992 by a group of professionals with expertise in business solutions, ABC TECH Consultant Company has expanded and carried out hundreds of projects in Hong Kong. Roles & Working Flow ABC Company will assign three project managers to handle the project. PM1 will be the project leader to hold the overall project. The Network & Security System includes 3 majors’ areas. Infrastructure system is implements a network for all three offices. All operation software, Microsoft applications, virus protection software should be centrally distributed and managed. Customer relationship management (CRM) system is implements to maintain a centralized environment of client information, work orders, progress, delivery status, and payment status. Knowledge management (CKM) system is implements to holds all the work files and documents that ensures all files are back-up regularly. After evaluate the implementation plan, we decide to buy a system package for CRM and KMS systems and toiler-make a system for WJ. Introductions: The document to produce a management quality report includes the following content: 1. Project Charter 2. Baseline Project Plan 3. Quality Plan 4. Risk Plan 5. Change Plan 6. Assumptions Project Charter Project Title: Migration Company Network & Security System Project Start Date: 14-Sep-2009 Projected Finish Date: finish to start constraint Budget Information: The firm has allocated WJ: HKD 2,000 per day and HKD 5,000 per day IT solution. Project Manager: Martin Ma Project Objectives: The Network & Security System includes 3 majors’ areas. Infrastructure for system is implements a network for all three offices. All operation software, Microsoft applications, virus protection software should be centrally distributed and managed. Customer relationship management (CRM) system is implements to maintain a centralized environment of client information, work orders, progress, delivery status, and payment status. Knowledge management (CKM) system is implements to holds all the work files and documents that ensures all files are back-up regularly. Approach: Review existing IT infrastructure and the document existing “As Is Process” for CRM and CKM Review and document Identify ways clients’ interactions tracking and knowledge gathering Survey suitable IT infrastructure and available software Survey available Technology development company Prepared budget and submit to Stakeholder approval Approve Budget - Analysis Phase complete Review, Evaluate and Decide required IT infrastructure Complete infrastructure diagram Complete workflow diagram and infrastructure and controls for presentation to management To implement a network for all three offices To implement a customer relationship management (CRM) system with scheduling function. To implement a centralized knowledge management (CKM) system that holds all work files and documents Project team to review the design phase completion Stakeholder approval of completion of the design phase To be included by students, depends on in-house development, acquire a off-the shelf tracking system or outsource the required To provide a series of security training sessions to all staff of WJ Roles and Responsibilities: Name Wilfred Chan Role Project Sponsor Position Managing Director Company Contact Information WJ wjWilfredChan@gmail.co m Eric Wong Martin Ma Project Sponsor PM 1 (Whole project management & CMR system) Kenwood Lui PM 2 (Network) Sheryl Ng PM 3 (KMS system) Leo Kwok DEV1 Manager Project Manager Project Manager ABC TECH ABC TECH ABC TECH Leo.Kwok@abctech.com Kenwood.Lui@abctech.c om Sheryl.Ng@abctech.com Technology Director WJ Project Manager ABC TECH wjEricWong@gmail.com Martin.Ma@abctech.com John Chow DEV2 Manager ABC TECH John.Chow@abctech.co m email@example.com Chan Siu Yan (Yan) Wong Ming Keung (Keung) Lee Yiu Leung (Leung) Cheung Tat Choy (Choy) Lo Yip Chi (Chi) Subject Matter Experts Subject Matter Experts Subject Matter Experts Subject Matter Experts Subject Matter Experts Manager WJ Manager WJ firstname.lastname@example.org Manager WJ email@example.com Manager WJ firstname.lastname@example.org m Manager WJ email@example.com Mandy Ko Tom So David Ng Ivy Yeung User User User User Account Manager Account Manager Account Officer Account Officer WJ WJ WJ WJ firstname.lastname@example.org email@example.com firstname.lastname@example.org email@example.com Scope Statement (abbreviated) Project Title: Migration Company Network & Security System Date: 21 Sep 2009 Prepared by: Martin Ma (852) 90986825 Email: Martin.Ma@abctech.com Project Justification: Wilfred Chan and Julia Kang., Managing Director of Wilfred Julia & Co (WJ), requested this project to improve the company’s network, security control, creates Customer Relationship Management (CRM) system and Knowledge management (CKM) system in meeting its strategic goals. The new project will increase security and management control. It will also help reduce human error and improve profitability. The budget for the project allocated WJ: HKD 2,000 per day and HKD 5,000 per day for IT solution. Product Characteristics and Requirements: 1. Network: Centralize 2. Inspect the existing equipments: To inspect all of the user’s laptop to summary the software & hardware configuration. 3. Templates and tools: Create one of the servers that centralize the files sharing, active directory control and setup virus protection software. It will manage user to using the infrastructure. Use of Customer Relationship Management (CRM) system & knowledge management (CKM) system to handle the daily work of improving economic efficiency. 4. Articles: Review and document existing “As Is Process” of the Customer Relationship Management (CRM) system & knowledge management (CKM) system. 5. Virus Scanning: Maintain the virus scanning record. Keep track and make it consistence in all user’s computers. 6. Security: Create the security level to control the access authorization in the share folder. Block the software installation for all users except IT administrators. 7. Backup: The new system will be submits all the daily backups to ensure all the documents not to be lost. Summary of Project Deliverables Project management-related deliverables: Business case, project charter, team contract, scope statement, baseline project plan, quality plan, rise plan, change plan, final project presentation and any other documents required to manage the project. Product-related deliverables: 1. Review: review the existing IT infrastructure & document existing “As Is Process” for CRM and CKM. Its can actually to notes the company background. 2. Survey: Survey the users requirements that to survey a suitable system & software to Wilfred Julia & Co (WJ). 3. Files for tools: The infrastructure system will include work breakdown structures, Gantt charts, network diagrams, cost estimates and applications of earned value management. 4. Budget approval: The project will prepare budget and submit to stakeholder to approval. It includes analysis phase complete. 5. User request: The infrastructure system will include an application to solicit and process requests from users. 6. Infrastructure design: An initial design of the new infrastructure system will include decide, review and evaluate. It cans report to stakeholder to schedule of the project. 7. Network: The network for all three offices. All operation software, Microsoft applications, virus protection software should be centrally distributed and managed. This can ensure standardize software version, latest virus signature distribution, reduce the maintenance work required. With the network environment, centralized backup capability is enabled and this will increase the resiliency of the operating environment. In addition, all users local administration rights will be lock down to prevent changes to the local setup and installation of software. 8. Customer relationship management (CRM) system: With scheduling function. This system helps to maintain a centralized environment of client information, work orders, progress, delivery status, and payment status. This system is considering core to WJ which enables better control of the client information and work. In addition, access to the client information can be better control and only need to know access will be granted within the required period of time. 9. Centralized knowledge management (CKM) system: Holds all work files and documents. This system helps to maintain a centralized repository of WJ work files and it ensures all files are back-up regularly. 10. Test plan: The test plan will document how the infrastructure system will be tested. 11. User Acceptance: After the infrastructure system is created. It need signed by stakeholder to confirm the completion of design phase and confirm to be the development phase. 12. Training: To all staff of WJ which can raise the awareness and importance to better protect WJ and client’s information. Project Success Criteria: Our goal is solve the criteria issue within 9 months and confirm the development phase. It must a regular meeting to report the status per week to let the project doesn’t delay with management team. The project is build up a perfection infrastructure system that can easy to manage the company will still view it as a success. Network Diagram of Wilfred Julia & Co (WJ) Critical Path: 1+3+7+11-15+45+52+40+58 = 0+10+10+20+20+60+10+5+5 = 140 Days Activity Data of Wilfred Julia & Co (WJ) ID 1 2 3 4 5 6 7 8 Activity Description Project Start Analysis Phase Review existing IT infrastructure Review and document existing “As Is Process” for CRM and CKM Identify ways clients’ interactions tracking and knowledge gathering Survey suitable IT infrastructure Survey available software Survey available Technology development company Prepared budget and submit to Stakeholder approval Approve Budget - Analysis Phase complete Design Phase Duration (Days) Preceding Activity Resources Wilfred, Eric, PM1, PM2 and / PM3 5 10 10 10 10 10 5 0 5 20 5 1 1 2,3 4 4 4 5,6,7 PM2, DEV1, Yan PM1, PM2, Yan, Keung, Leung, Choi, Chi PM1, PM2, DEV1, DEV2, ACT1, ACT2, ACT3, ACT4 PM2, DEV2 PM1and/or PM3, DEV1 DEV1, DEV2 PM1, PM2 and / PM3 Wilfred, Eric, PM1, PM2 and / PM3 9 10 11 Decide Buy, Build or Outsource alternative Determine and document the Intended “To Be Process” for CRM and CKM Approved the “To Be Process” 8 8 9,10 Wilfred, Eric, PM1, PM2 and / PM3 PM1, PM2, Yan, Keung, Leung, Choi, Chi Wilfred, Eric, PM1, PM2 and / PM3 ID 12 13 14 15 16 17 18 19 20 Activity Description Review, Evaluate and Decide required IT infrastructure Complete infrastructure diagram Complete workflow diagram and infrastructure and controls for presentation to management Project team review the design phase completion Stakeholder approval of completion of the design phase Development Phase Quality control plan System requirements specifications System workpackage definition Development start up workshop & phototyping Duration (Days) 5 5 20 5 0 10 10 5 10 Preceding Activity 11 12 13 14 15 16 16 18 19 Resources PM1, PM2 and / PM3, Keung PM2, DEV1, DEV2, Yan PM1, PM2, Yan, Keung, Leung, Choi, Chi PM1, PM2 and / PM3 Wilfred, Eric, PM1, PM2 and / PM3 PM1, PM2, PM3, DEV1, DEV2 PM1, PM2, PM3, DEV1, DEV2 PM1, PM2, PM3, DEV1, DEV2 PM1, PM2, PM3, DEV1, DEV2, Yan, Keung, Leung, Choi, Chi, ACT1, ACT2, ACT3, ACT4 Development phase of start up workshop completion 21 22 23 24 25 26 System & Database Build System unit coding System unit debugging Unit test planning Unit test case preparation Unit test conduct 0 40 40 20 5 5 5 20 20 21 22 23 24 25 DEV1, DEV2 DEV1, DEV2 DEV1, DEV2 DEV1, DEV2 DEV1, DEV2 DEV1, DEV2 ID 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 Activity Description Unit test records Hardware requirements planning Hardware system definition Hardware component selection Hardware unit/component testing Deliverables Management Deliverables tracking Deliverables production & packaging System Test Test planning Module & System testing System integration testing User Acceptance testing Stakeholder approval of the acceptance test for the system Defect classification, tracking & metrics Configuration management Quality assurance Duration (Days) 5 10 5 10 5 5 3 2 3 3 3 5 5 0 5 5 60 Preceding Activity 26 21 28 29 30 27,31 32 33 34 35 36 37 38 39 40 41 17 Resources DEV1, DEV2 PM2, DEV1, DEV2 PM2, DEV1, DEV2 PM2, DEV1, DEV2 PM2, DEV1, DEV2 PM1, PM2, PM3 Yan, Keung, Leung, Choi, Chi, PM1, PM2 and / PM3 PM1, PM2, PM3, DEV1, DEV2 PM1, PM2, PM3, DEV1, DEV2 PM1, PM2, PM3, DEV1, DEV2 PM1, PM2, PM3, DEV1, DEV2 PM1, PM2, PM3, DEV1, DEV2 Yan, Keung, Leung, Choi, Chi, ACT1, ACT2, ACT3, ACT4 Yan, Keung, Leung, Choi, Chi, ACT1, ACT2, ACT3, ACT4 DEV1, DEV2 DEV1, DEV2 PM1, PM2 and / PM3, DEV1, DEV2 ID 44 45 46 47 48 49 50 51 52 53 54 55 Activity Description Development tools & utilities Development environment Internal product liaison Team technical training Installation planning Installation management & coordination Installation testing & verification Installation performance monitoring User support documentation User communications & training Deliverable acceptance sign off by stakeholder System roll out & announcement to staff Duration (Days) 5 10 5 5 5 10 5 3 5 10 0 5 Preceding Activity 42 44 45 46 47 48 49 50 51 52 53 43,54 Resources DEV1, DEV2 DEV1, DEV2 DEV1, DEV2 DEV1, DEV2 DEV1, DEV2 DEV1, DEV2 DEV1, DEV2 DEV1, DEV2 DEV1, DEV2 PM1, PM2, PM3, Yan, Keung, Leung, Choi, Chi, ACT1, ACT2, ACT3, ACT4 Wilfred, Eric, PM1, PM2 and / PM3 PM1, PM2 and / PM3 and DEV1, DEV2, Yan, Keung, Leung, Choi, Chi, ACT1, ACT2, ACT3, ACT4 Project Cost Estimation Unit/Hrs. 1. Project Management 1.1 IT Solution 1.2 WJ 1.3 2. Hardware 2.1 Servers 2.2 Network cards 2.3 Network Devices 3. Telecommunications 3.1 Routers 3.2 Cabling 4. Software / System 4.1 Licensed Software 4.2 Network Package 4.3 CRM Package 4.4 KMS Package 4.5 Integration and development 4.6 Database 4.7 Maintenance (One Year) 5. Services and Support 5.1 System Personnel 5.2 Hardware and software Installation & Set Up 5.3 Trainer 3 4 6 5000 10000 1000 15000 40000 6000 10 3 1 1 1 2 12 2000 50000 300000 200000 50000 5000 15000 20000 150000 300000 200000 50000 10000 180000 67000 2.68% 4 70 1000 200 4000 14000 910000 36.44% 5 5 5 3500 4000 5000 17500 20000 25000 18000 0.72% Contractors (10% of software development and testing) 200 200 4 5000 2000 10000 1000000 400000 40000 62500 2.50% Cost/Unit/Hr. Subtotals WBS Level 1 Totals % of Total 1440000 57.66% 5.4 Travel cost 5.5 Reserves (20% of total estimate) Total project cost estimate 30 200 6000 2497500 100.00% Milestone: Milestone 1. Project Start Date WJ Responsible Issues / Comments WJ assigned ABC TECH to start up a IT project to fix their existing issues Gather all user requirements at the beginning of the project ABC PM 1 - CRM system & Overall 3. Project Start Up Workshop PM 2 - Server & Network PM 3 - KMS System Infrastructure development team Provide a friendly environment for the essential business of the project to get under way Create the discipline to carefully document the concepts leading to the solutions arrived at in the workshop Provide Prototype demonstration to get users comment Provide the understanding required for complex issues, such as risk management, if required Provide the guidelines for discussion to allow everyone to freely air their concerns Provide a moderating presence as required Incomplete Status Completed 2. Kick off meeting ABC Incomplete Milestone Date ABC Responsible Issues / Comments Status 4. Implementation Kick off Meeting PM 1 - CRM system & Overall After performed all workshops. We will have a kick off PM 2 - Server & Network meeting and start up the implantation phase. PM 3 - KMS System Infrastructure development team ABC After implantation and performed all the testing activities, we will hold a series of project workshop to users to make sure all the system operations is no issue System roll out state - Train all users how to use the system Incomplete 5. A series of Project Workshop Incomplete 6. Staff Training WJ, ABC Incomplete Quality tasks and Tracking measures To control the quality of the project, we have set up a quality tasks and perform tracking measures and the information as below: The project is divided into four mainly quality tasks. The task is mainly control overall system quality. Task 1 Project Management Quality Control Output Defines how the organization’s approach for continuous process improvement - Review / Assess Existing Data - Identify Gaps - Reporting and Dissemination - Research Activity Data Metrics (equipment age, geographic location) - Prioritize Sources - Develop Protocol/QA Plan (include test plan) - Review / Comment / Work Shop for Technical Plan 4 Measurements and Analysis - Begin Measurements - Report for each Measurement Study - Develop Final Report of Data - Send Report for Review and Comment - Incorporate Comments - Disseminate Report via conferences and workshops 2 Data Synthesis and Gap Analysis 3 Technical Plan Development 5 Reporting and Dissemination Risk Plan Policy It is very important to create a effective and comprehensive risk management plan. May be somebody would think that the plan is wasting money if the project is going smoothly and no incident. However, there is not ideal thing in the world, it lack of a well risk management plan, a minor issue will become catastrophic. This part will discuss the risk plan on this project. 1. Role and Responsibilities Identify clear responsibilities of each role to assessing, measuring and countering risks to the project. 1.1 Project Sponsors (Wilfred Chan, Eric Wong) Responsibilities: - Supervision the overall Risk Management in the project - Providing support to counter if risk occur. 1.2 Project Managers (Martin Ma, Kenwood Lui, Sheryl Ng) Responsibilities: - Take the responsibilities if risk occurred which hadn’t been well identified and accessed in the risk management plan. - Review and approve the risk registers from the Mangers. - Ensure the risk registers is updated in every milestones. 1.3 Managers (Leo Kwok, John Chow, Chan Siu Yan, Wong Ming Keung, Lee Yiu Leung, Cheung Tat Choy, Lo Yip Chi) Responsibilities: - Gather and review the risk registers which is belonging to their unit and give it to the project managers to get approval in every milestones. - Reviews and control the risks continuously to make sure most of the risks haven’t been mitigated effectively. - Alert Project Managers immediately if a critical/catastrophic are/will be occurred. - Conduct appropriate fire drill for the risk. - Well manage the subordinates to reviews and update the risk registers. 1.4 User (Mandy Ko, Tom So, David Ng, Ivy Yeung) Responsibilities: - Raise the ideas/risks any time to brainstorm the Manager. 2. Risk Management Procedure To identify the work flow on risk management, this part will list out the risk management procedure for your reference: 2.1 Timing for review/update risk registers - The best time to update the risk registers is 2 weeks before each milestone. 2.2 Risk Management Procedure Step 1Responsibilities: Managers Task: Well manage the subordinates to reviews and update the risk registers continuously. Step 2Responsibilities: Managers Task: Gather the risk registers from the subordinates Step 3Responsibilities: Managers Task: Analyze and identify the new/existing risk in the risk registers. Step 4Responsibilities: Managers Task: Rating the risk matrix of the new added risks and reviews the existing risks in the risk registers. Step 5Responsibilities: Managers Task: Sign-off the risk registers Step 6Responsibilities: Project Managers Task: Review the accuracy of the risks in the risk registers. Step 7Responsibilities: Project Managers Task: Approve the risk registers if the registers are accurate. Step 8Responsibilities: Project Sponsors Task: Oversight the risk management in the project 3. Initial Risks Register Following will provide a register form to initial risk register and also guideline to finish the form. 3.1 Risks Register Form Template Risk Assesment Worksheet Project Manger: ________________________ Extension Number: _______________ Email: _____________________ Belonging Unit: _______________ Submit Date: ________________ Review Date: ______________ Assessment of Risks after the control Impact Assigned to Contact Person: __________________ Extension Number: _______________ Email: _____________________ Risk ID Risk Description Assessment of Potential Risk Result Likelihood Impact Preventative Countering controls controls Likelihood Notes: Use Drop down some additional information here(Background, outcomes, list of action, etc..) Further action required: Y/N Signature of Submitter: Signature of Reviewer: Signature of Approver: ___________________ ____________________ ______________________ 3.2 Guideline to fill the form Risk ID – Assign a number to the risk which can help us to identify each risk. Risk Description – Description of the risk. Result – Expected outcome/impact if the risk occurs. (More than 1 is acceptable) Assessment of Potential Risk (Likelihood) – Rating the likelihood of the risk (refer to table 1 for more information). Assessment of Potential Risk (Impact) – Rating the Impact of the risk (refer to table 2 for more information). Preventative controls – Raise out the preventative control if have. Countering controls – Raise out the countering control if have. Assessment of Risk after the control (Likelihood) – Rating the likelihood of the risk after the control (refer to table 1 for more information). Assessment of Risk after the control (Impact) – Rating the Impact of the risk after the control (refer to table 2 for more information). Assigned to – Who in-change this risk control. Table 1 Likelihood Certain Likely Possible Unlikely Rare Table 2 Impact Critical Critical impact to the project, may crash the project and lost a very high cost/resource. Major impact, high cost/resource will be lost. Normal Minor Regular impact, low cost/resource will be lost. Minor impact, no loss of cost/resource. High probability to occur in normal case. Probably occur at least once. Some time may occur. Some time could occur. Rare to occur in normal case. Major 4. Risk Strategy To overcome the risks, following are some suggested strategies to handle the risks. 1. Avoidance Avoidance strategy mean eliminating the risk occur. In this strategy, money/resources may need to invest to eliminate the risk. 2. Reduction Reduction strategy means mitigating the probability of the risk occurred or reduce the severity of the impact. This approach is best for some risks which are Likely or Certain to occur. 3. Transfer Transfer strategy means transferring the risk to the third party. This approach is best for some risks which are Critical severity. So buy a insurance for this risk can transfer it to the third party. Of course, the cost should be very expensive. 4. Retention Retention strategy means allowing the risk occur. This approach is best for the minor impact risk. Due to not worth to invest so much cost to eliminate the minor risk, prepare a workaround/countermeasure to handle the risk would be more effectively.