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					   CRM PROGRAMME
Progress Tracking Dashboard
        27 April 2000
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls
Contents




                                                         Contents
          Section 1. Programme Overview

          Dashboard
          Programme Summary
          Traffic Light Status by Project
          Dependency Review

          Section 2. Project Progress Against Schedule

          Project Milestons Plans
          Project Summaries

          Section 3. Financial Summary

          Key Finance Information
          Finance Information by Expenditure Category
          Programme Finance Summary
          Project Finance Reports

          Section 4.

          Overdue Programme Actions
          Programme Risks
          Programme Issues

          Section 5. Benefits

          Benefit Tracking
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls
Traffic Light Reporting



                                      Programme Progress Summary
                                      Key to Traffic Light Reporting


       Many of the charts used in this Programme Progress Reporting Summary use the Traffic
       Light Reporting strategy. Representation is as follows:


                         Red denotes that some element(s) of the project are unlikely to deliver on time and are posing a
                         significant risk to the overall Programme. A red status required immediate and urgent attention.



                         Amber denotes that some elements of the project are resulting is serious cause for concen and may, if not
                         addressed pose a risk to the overall Programme. An amber status required immediate attentionand should
                         be monitored closely to ensure that it does not develop into Red status.



                        Green denotes that all elements of the project are proceeding according to plan and that delivery is
                        expected according to all agreed criteria.




                         Grey on Milestone Plans denotes that this activity within the project is complete.
            742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                                             Section 1. Programme Overview
                                                                                   Programme Dashboard

                                                                                CWC - CRM Programme Dashboard

                        Progress Against Schedule                                                Financial                                                      Programme Risks
        Project                                 2000
                                                                                                                                           1           Commissions - Failure to meet 1.8.00 deadline
       Workstream         J   F   M   A   M   J    J   A   S   O   N   D         2500000
Completed Projects                                                                                                                        2            Alliance & Partner Scope unclear
TAM                                                                              2000000
                                                                                                                                                       IBM failing to provide required skilled resources to meet
Telesales                                                                                                                                 3            programme needs
Corporate
                                                                                 1500000                              Actual YTD                       Over emphasis on the technology, results in failure to
I&PS                                                                                                                                      4
                                                                                                                      Budget                           achieve real user engagement and buy -in
                                                                           £s                                                                          Too many external initiatives lead to failure to align behind
SSI                                                                              1000000                              Forecast            5
                                                                                                                                                       CRM Programme
Scoping
Systems Integration                                                              500000
Business Implentation
                                                                                                                                         High
                                                                                                                                        Probability                                                 2 5
Commissions                                                                            0
Scoping
                                                                                                                                         Med                                                  4     1 3
Systems Integration
Business Implentation
                                                                                                                                        Low
Third Party Channels
Scoping                                                                         CRM Business Case requires approval by CRB                               Low                Med                    High
Systems Integration                                                                                                                                                        Impact
Business Implementation
                                                                                            Benefits Tracking                                                  Programme Issues
EOE - Indirect Voice
Scoping                                                                                                                            14
Systems Integration                                                                                                                12
Business Implementation                                                                                                            10
                                                                                                                                                                                                                       New
                                                                                                                                   8
                                                                                                                                                                                                                       Closed
Supply & Demand Lock in                                                                                                            6
                                                                                                                                                                                                                       Open
Scoping                                                                                                                            4

Systems Integration                                                                                                                2

Business Implementation                                                                                                            0

                                                                                                                                               April              May              June              July




                                                                                                                                           1           Commission Project costs                             R Joy

                                                                                                                                          9            IBM Shannon support                                  M Hanly

                                                                                                                                          3            EOE/eChannel interdependencies unclear               D Blackman

                                                                                                                                                       Forecasting may require extra Siebel
                                                                                                                                          12                                                                K Lad
                                                                                                                                                       Fields

                                                                                                                                          13           Official code freeze not in place for SSI            G Campbell
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                     Section 1. Programme Overview




                                                               Programme Summary
                                                                (Updated by Tim Court)
 Highlights
 •Commissions scope signed off by Jonathan Powell
 •Alliance & Partners scoping activity commenced
 •Single Siebel Instance PDR approved by IT Planning
 •Conditional approval for CRM business case given at CRB on 17.4.00

 Key Issues
 •Commissions project costs forecast to be over budget
 •Joined-up forecasting may require additional Siebel fields
 •Field Sales Sponsor is changing and replacement unknown
 •Official code freeze required for Single Siebel Instance

 Key Risks
 •Full funding approval for CRM Programme will not be achieved until approval by C&W plc board, mid May
 •Failure to meet Commissions implementation deadline of 1.8.00
 •IBM fails to provide the required skilled resources to meet programme needs
 •Over-emphasis on the technical aspects of deployment, resulting in a failure to achieve real user engagement and buy -in
 •Too many external initiatives leading ot a failure to align behind the CRM Programme and creating confusion

 Scope Changes & Impact
 •TAM change requests will need to be delayed or they will impact SSI delivery dates
 •Alliance & Partners scope currently being defined
 •Supply Demand Lock-in scope signed off by Gareth James

 Financial Status
 •Commissions forecast to be over budget

 Major Dependencies
 •TBC

 Key Events during next two weeks
 •Continue scoping for Alliance & Partners, and EOE Indirect Voice
 •Review IBM prototype for Frame/ATM solution
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                         Section 1. Programme Overview




                                       Traffic Light Status by Project




                                                                             Deliverables




                                                                                                         Stakeholder
                                                                                             Benefits
                                                                   Issues
                                       Scope




                                                 Costs




                                                          Risks




                                                                                                                        Team
                            Overall
          Project           Status                                                                                                   Comments




        Commissions         Amber     Amber     Red      Red      Amber     Amber           Amber       Amber          Amber   Timescales very tight



      EOE-Indirect Voice    Amber     Amber     Amber    Amber    Amber     Amber           Amber       Amber          Amber   Scoping underway



             SSI            Amber     Green     Amber    Amber    Amber     Green           Amber       Amber          Green   PDR passed by IT Planning

                                                                                                                               Project progressing well.
     Shannon Call Centre    Amber     Green     Green    Green    Amber     Amber           Green       Green          Green   Stage 1 scheduled to
                                                                                                                               complete 1.6.00.

                                                                                                                               Stakeholder approval
    Supply/Demand Lock-in   Green     Green     Green    Amber    Amber     Amber           Green       Amber          Green   gained from Gareth James

                                                                                                                               Scoping and Gap analysis
      Alliance & Partners   Amber     Amber     Amber    Amber    Amber     Amber           Amber       Green          Green   underway




                                               Dependency Review
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                Section 1. Programme Overview



                                            Dependency Review
                                                  (To be completed)

       Dependancy          Project    Dependant upon   Key Actions for Resolution   Owner   Target   Current Impact
                          Impacted      Who/What                                             Date
        742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                           Section 2. Project Progress Against Schedule
        Milestone Plans

                                                                                         Project Milestone Plan - Commissions
                                                                                                     (Richard Joy)
                                                                                                                               Workstream




                                                                                                                                Project Team
                                                                                            Original   Latest Re-




                                                                                                                    Business
                                    Milestone Definition                                                                                                     Comments




                                                                                                                                               PwC


                                                                                                                                                     IBM
                                                                                           Target Date plan Date



Analysys and high level design                                                               07 Apr 00

Gap analysis                                                                                 14 Apr 00

Gap ananlysis sign-off                                                                       14 Apr 00

Prototyping                                                                                 31 May 00

Functional model                                                                            31 May 00

PDR                                                                                         17 May 00

PDR approval & sigh off                                                                     31 May 00

Construct/build                                                                              30 Jun 00

Configure system                                                                             30 Jun 00

System and integration test                                                                  21 Jul 00

Data migration - load historic                                                               28 Jul 00

Enter reference data                                                                         28 Jul 00

UAT criteria, scrpts and plan defined                                                        21 Jul 00

UAT completion and sign off                                                                  28 Jul 00

OAT                                                                                          28 Jul 00

Parallel running - implementation                                                            01 Aug 00

Parallel running - dataload/calculate July commission in PSM2                                18 Aug 00

Parallel running - validation                                                                18 Aug 00

Roll-out - comp[lete switch to live Siebel                                                   31 Aug 00

Training - strategy defined                                                                    31-6

Training - delivery complete                                                                 27 Jul 00

Business integration to be processed - impact assessment                                     28 Apr 00

Phase 1 communication complete                                                              12 May 00

Required business/process changes documented                                                 09 Jun 00

UAT criteria scripts and plan defined/sign off                                               21 Jul 00

Communications for Go-Live completed - all users and wider business community prepared       28 Jul 00
       742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                             Section 2. Project Progress Against Schedule
       Milestone Plans


                                                                    EOE - Indirect Voice
                                                                   Contact - Raman Samra
                                                                                                Workstream




                                                                                                 Project Team
                                                             Original   Latest Re-




                                                                                     Business
                                Milestone Definition                                                                          Comments




                                                                                                                PwC


                                                                                                                      IBM
                                                            Target Date plan Date



Agree scope and working relationships                         07 Apr 00

PDD completed                                                 28 Apr 00

eChannel roll out                                             01 Jun 00

Integrated EOE for Telesales                                  31 Jul 00

Integrated EOE for all channels including echannel            29 Sep 00




                                                       Project Milestone Plan - Alliance & Partners
        742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                             Section 2. Project Progress Against Schedule
        Milestone Plans

                                                                      (David Blackman)
                                                                                               Workstream




                                                                                                Project Team
                                                         Original   Latest Re-




                                                                                    Business
                                 Milestone Definition                                                                                                               Comments




                                                                                                               PwC


                                                                                                                     IBM
                                                        Target Date plan Date



High level scoping activity completed                     14 Apr 00     14 Apr 00

Functional Gap analysis                                                 12 May 00                                          Form A completed to engage IBM to produce PDD

Requirements and Solution defined                        12 May 00      12 May 00                                          Working towards target date 12/05/2000

Phase 1 build completed (Web based order capture)         23 Jun 00                                                        Dependant on scoping and PDR plan.

User Awareness Week                                       07 Jun 00                                                        Dependant on scoping and PDR plan.

Phase 1 system test                                       14 Jul 00                                                        Dependant on scoping and PDR plan.

Phase 1 UAT completed                                     24 Jul 00                                                        Dependant on scoping and PDR plan.

Phase 1 RFS gate                                          24 Jul 00                                                        Dependant on scoping and PDR plan.

Phase 1 RFO pilot deployment to selected VARs            29 Aug 00                                                         Dependant on scoping and PDR plan.

Deploy SSI to client machines                            07 Aug 00                                                         Dependant on scoping and PDR plan.

Training manuals developed                                17 Jul 00                                                        Dependant on scoping and PDR plan.

User training completed                                  14 Aug 00                                                         Dependant on scoping and PDR plan.

All users live                                           29 Aug 00                                                         Dependant on scoping and PDR plan.

Data migrated                                            01 Sep 00                                                         Dependant on scoping and PDR plan.
       742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                                              Section 2. Project Progress Against Schedule
       Milestone Plans


                                                              Project Milestone Plan - Single Siebel Instance
                                                                            (Graeme Campbell)
                                                                                                          Workstream




                                                                                                           Project Team
                                                                      Original   Latest Re-




                                                                                               Business
                                 Milestone Definition                                                                                                                            Comments




                                                                                                                          PwC


                                                                                                                                IBM
                                                                     Target Date plan Date



Delivery of SSP to Brentford Solution Centre                          31 Mar 00    31 Mar 00

Agree Phased Roll Out schedule for project                             07 Apr 00   07 Apr 00

Project Definition Report (PDR) to IT Planning for approval            10 Apr 00   10 Apr 00

Upgrade development solution (SSP) for Siebel 99.6 Comms               14 Apr 00   14 Apr 00                                          Software in place - upgrade still to be carried out

PDR Approved by Planning/CSRB                                          25 Apr 00   25 Apr 00

System Test commences                                                 01 May 00    01 May 00

System development complete                                           30 May 00    30 May 00

UAT commences                                                          01 Jun 00   01 Jun 00

OAT commences                                                          05 Jun 00   05 Jun 00

System test complete                                                   23 Jun 00   23 Jun 00

OAT complete                                                           23 Jun 00   23 Jun 00

UAT complete                                                           30 Jun 00   30 Jun 00

Training commences                                                     03 Jul 00   03 Jul 00

Software roll-out commences                                            03 Jul 00   03 Jul 00

SSI Database live                                                      03 Jul 00   03 Jul 00

AML Live                                                               06 Jul 00   06 Jul 00

Training complete                                                     21 Aug 00    21 Aug 00
        742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                                             Section 2. Project Progress Against Schedule
        Milestone Plans


                                                                  Project Milestone Plan - Shannon Call Centre
                                                                                  (Mike Hanly)
                                                                                                             Workstream




                                                                                                              Project Team
                                                                         Original   Latest Re-




                                                                                                  Business
                                  Milestone Definition                                                                                                                            Comments




                                                                                                                             PwC


                                                                                                                                   IBM
                                                                        Target Date plan Date



Recruit Performance Analyst ACD/Data/Reporting                            17 Apr 00   01 Apr 00                                          Recruitment underway - no advers impact to project

Recruit Process Analyst                                                   17 Apr 00   17 Apr 00                                          On hold by M.Grimshawe - no adverse effect to project at this time

8 extra CSAs for ESMC London training (now 9)                             17 Apr 00   17 Apr 00                                          Complete

Produce BCP minimum requirements report                                   28 Apr 00   28 Apr 00                                          Complete

Deliver Case Based Reasoning                                             29 May 00    27 Mar 00                                          Wythenshawe required trainer, higher business priority

Second phase of Trainng delivered (8 CSAs)                                14 Apr 00   14 Apr 00                                          Complete

Induction training for 8 newly recruited CSAs                             20 Apr 00   20 Apr 00                                          New CSAs scheduled to start on 17.4.00

Delivery of third phase of training (8 CSAs)                             05 May 00    05 May 00

Migration of Spain and Portugal                                          30 May 00    27 Mar 00                                          Completion scheduled 17.7.00 and falls outside of Stage One

Project Ireland - Assure training commences                              27 Mar 00    30 May 00                                          From ESMC London

Migration of German and Swiss German countries                            17 Apr 00   17 Apr 00                                          From ESMC London

Migration of Italy                                                       08 May 00    08 May 00                                          Will be delayed due to recruitment problem see issue log

Migration of French and Englich speaking countries                       15 May 00    15 May 00                                          From ESMC London

Completion of Stage One                                                   01 Jun 00   01 Jun 00                                          End of Stage One

Migration of Project Ireland faults from Wythenshawe to Shannon           18 Jul 00   18 Jul 00                                          Presently outside of Stage One
       742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                                                                          Section 2. Project Progress Against Schedule
       Milestone Plans


                                                                                    Project Milestone Plan - Supply Demand Lock-in
                                                                                                  Contact Kamlesh Lad
                                                                                                                                      Workstream




                                                                                                                                       Project Team
                                                                                                 Original   Latest Re-




                                                                                                                           Business
                                 Milestone Definition                                                                                                                                                        Comments




                                                                                                                                                      PwC


                                                                                                                                                            IBM
                                                                                                Target Date plan Date



1. Summary of current forecasting practices                                                      28 Feb 00    07 Apr 00

2. Summary of future forecasting requirements                                                     28 Apr 00   07 Apr 00                                           This is done, but needs to updated as per Gareth James & Workshop requirements

3. Plan to provide Supply Demand forecasting interlock                                           15 Mar 00    07 Apr 00                                           This is done, but a detailed plan is required with narrative to deliver process, people etc changes.

4. Roll-out of business process changes                                                          31 Mar 00    28/04/2000                                          This has been moved and updated to combine with the 6th milestone - 25/05/00

5. Summary report of additional functionality requirements to optimise forecasting capability    30 May 00    31 May 00                                           This has been moved and updated to combine with the 2nd milestone - 08/05/00

6. Implement further changes in a phased manner                                                   29 Jun 00   29 Jun 00                                           This has been moved and updated to combine with the 4th milestone - 25/05/00

7. Operation and closure stage                                                                    29 Jun 00   28 Jul 00

           Delivery of integrated forecast from Sales                                             24 Jul 00                                                       This is the first sub-task in the 7th milestone - 15/05/00

          Integated forecast delivered to Business Planning                                       27 Jul 00                                                       This is the second sub-task in the 7th milestone - 22/05/00

8. Business Review                                                                                31 Jul 00   29 Aug 00
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                             Section 2. Project Progress Against Schedule
Project Summaries



                                                               Project Summary
                                                                 Commissions
   Highlights:
   •Configuration started
   •Greater clarity of PMC role and deliverables
   •Project definition workshop with J Powell identified gap in expectations of „vanilla Siebel‟

   Key Issues
   •Project costs projected to rise significantly above budget
   •Need to raise Change request for 1 April - 31 May
   •Project timescales leave no slack for any actions to slip past dates on project plan
   •still awaiting active involvement from training

   Key Risks
   •Decision to be made on trade off between; project deadline, scope of deliverable, cost of work

   Scope Changes & Impact
   •Scope of project (Phase One) is to provide replacement system and processes for current Access Database system

   Financial Status
   •Projected cost increases need to be reviewed with all key parties

   Actions Outstanding
   •Agree revised project plan and financial implications with client

   Key Events during next two weeks
   •Configuration / JAD
   •Business integration activities to get under way




                                                              Project Summary
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                    Section 2. Project Progress Against Schedule
Project Summaries

                                                      Project Summary
                                                     Alliance & Partners
                                                        (David Blackmand)
  Highlights
  •Scoping commenced 3rd April 2000.
  •Form A completed to engage ITP to produce PDD
  •Project kick-off launch planned at Solutions Centre for 12th May.

  Key Issues
  •Need to manage interdependency with EOE Project and SSI v2 release.

  Key Risks
  •Training facilities are tied up during training of Field Expansion end users
  •APC requirements need to be captured for SSI ver 2 . APC project deliverables dependant on SSI ver 2 release date - which may not meet
   Sponsors expectations.

  Scope Changes & Impact
  •Scope is currently being defined

  Financial Status
  •Not yet defined

  Actions Outstanding

  Key Events during next two weeks
  •Gap analysis between current systems and Siebel functionality. Scope review with Project Champion.
  •Communication Workshop



                                                                                                        `




                                                        Project Summary
                                                     Supply-Demand Lock-In
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                          Section 2. Project Progress Against Schedule
Project Summaries
                                                                            Project Summary
                                                                         Supply-Demand Lock-In
                                                                              (Kamlep Lad)
  Highlights
  Mapped out Gap between BARD Forecasting and Siebel Forecasting and agreed responsibilities.
  Taking steps to Lock-In Partners Siebel Forecasting with Operational Planning
  Further Work on Listing Product Volume Drivers to be correct for Operations
  Operational Planning Requirements Workshop for Siebel Forecasting

  Key Issues
  There are four known forecasting activities going on around the business that need to be integrated - Closed
  Mis-understanding about Siebel being a Order Capture tool (External/Internal Orders)
  How can we forecast “Orders” (C2‟s, C3‟s, C5‟s etc) for Provide using Siebel? This may require another Field.
  Generating a complete Product Volume Driver Listing for SSI that is agreed by stakeholders quickly.
  The Visibility of extra fields in the Business Event/Opportunity Screen of SSI, e.g. Sales Stage, Probability, etc.

  Key Risks
  Sales Force requirements and working practices regarding forecasting within I&PS may differ that of the Business Team. This may hinder the objective of having standard joined-up
  forecasting and Feedback Loop Capability.
  Plan the Business has changed it‟s structure and will change it‟s scope due to the formation of the New BTP and Business Planning Team. This has lead to issues on who is accountable for
  what and scope definition of various forecasting and planning activities.
  Project Blue may have some strategic impact on the scope of this project, i.e. Do we include Global Markets and Europe?
  If we don‟t have the last three issues solved, there is a risk in not achieving full Short-term Supply-Demand Lock-In.

  Scope Changes & Impact
  •Scope signed off by Gareth James with some changes to delivering SDL to CMW Global

  Actions Outstanding
  •Resolve Issues and Risks
  •Update Requirements captured from Operational Planning Workshop

  Key Events during next two weeks
  Generate a Plan to communicate SDL to Stakeholders and Beyond
  Update Supply-Demand Lock-in documents as per Gareth James and Operational Planning workshop
  Map out a Plan to achieve Supply-Demand Lock-In to deliver Process, behaviors and working practices changes




                                                                                Project Summary
                                                                               Shipley Call Centre
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                         Section 2. Project Progress Against Schedule
Project Summaries

                                                                             Shipley Call Centre
                                                                                      (Mike Hanly)
  Highlights
  •The interfaces between the call centre and the various agencies have been working smoothly in the month following the migration of Project Ireland (direct & indirect voice) and Dublin
  CPE which has lead to an average service level of 90%
  •Shannon now has the same BCP capabilities that have been adopted by the existing Business Team call centres. Disaster recovery capabilities have been agreed for the short term scenario
  (48Hr period). Representatives of all the call centres are meeting during May to review how best to provide support for each other taking into account the differing customer bases.
  Processes can be viewed on the call centre web site.
  •ESMC London German and Swiss German customers were migrated successfully on 17/4/00. A high volume of calls were received from the outset.

  Key Issues
  Lack of ITP support for applications outside of UK
  New ICMS SLA does not presently cover ITP application support for Shannon
  Italian recruit has not taken up his offer of employment. Impact is delay to planned migration date of 8/5/00

  Key Risks
  •CBR implementation transferred to issues log
  •Possibility that not all customers will be released by London ESMC, affecting the Spanish CSA utilisation level.

  Scope Changes & Impact
  None

  Financial Status
  •Project financed from Europe budget.

  Actions Outstanding
  •Review with Amelia Berryman the CRM communications channels which could be utilised to raise awareness of the Call Centre within the business
  •Key Events during next two weeks
  Completion of final CSA training course.
  Re-plan Italian migration.
  Prepare for migration of French and English speaking countries.
  Address implementation of CBR.
  Address ITP application support




                                                                         Project Summary
                                                                    Single Siebel Instance (SSI)
                                                                                      (Greg Creek)
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                       Section 2. Project Progress Against Schedule
Project Summaries

                                                                (Greg Creek)

  Highlights
  • PDR passed by ITP IT Planning

  Key Issues
  •Project Sponsor (Phil Burchell) moving to new role
  •Official code freeze required for all tactical developments
  Key Risks
  •Training to be delivered during summer holiday periods, July and August

  Scope Changes & Impact
  •Detailed scope agreed with project sponsor

  •Financial Status
  •PDR passed by IT Planning but costs being examined in detail.

  Actions Outstanding

  Key Events during next two weeks
  •Form D to be raised and passed to ITP
  •Agreement of Training plan with PCP
  •ITP Service Delivery Workshop to agree rollout details
  •Agreement of training.




                                                            Project Summary
                                                              EOE Indirect
                                                             (Raman Samra)
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                            Section 2. Project Progress Against Schedule
Project Summaries

                                                                              (Raman Samra)
  Highlights
  •ITP & PMP have been engaged and supplied consistent resources to all the EOE projects, with the exception of EOE Complex, ensuring an efficient Convergence Planning activity
  •All the other EOE projects are expected to be engaged to deliver the material required for Convergence planning

  Key Issues
  •Until the Convergence planning the EOE projects are planning to run in isolation. This is an unlikely outcome, so scopes and plans are all expecting to be changed shortly
  •All EOE projects are accepting requirements depth, which may need to be withdrawn from a converged project which will have greater breadth to manage
  •IAB replatfom options are urgently required so Provisioning can make alternative plans as neccesary
  •Converging EOE projects will need considerable effort to manage with regard to pooling and co-ordinating stakeholder groups

  Key Risks
  •Stakeholder expectations may not be met with do-able deliverables once scoping is completed

  Scope Changes & Impact
  Business Sponsor and Champion have included Business Mobile, and Callink into scope. Initial feelings are that Callink would not be achievable by September

  Actions Outstanding
  •Resolve Issues and Risks
  •Review ITP PDD
  •Review PMC Scoping document
  •Define requirements from each EOE project for a Convergence Planning activity
  •Prioritise Convergence Planning requirements in each EOE project

  Key Events during next two weeks
  •BPM to Engage stakeholders
  •RS to engage and understand EOE Complex
  •Prioritise Convergence Planning requirements in each EOE project
  •ITP & PMC to deliver Convergence Planning material for review
  •Finalise Convergence planning dates
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                                                               Section 3. Financial Summary
Programme Finance




                                                               Key Finance Information
         8000000
                               Actual YTD spend against Budget by Project (99/00)
                                                                                                                                                                                                              Budget
                                                                                                                                                                                                              Forecast
                                                                                                                                                                                                              Actual YTD
         6000000




         4000000




         2000000




                  0
                                  EOE                           Supply Demand (no capex funding)
                          Commissions (currenly being scoped) I&PS                            SSI       TAM     Telesales Third Party Channels(Funded by Europe budget)
                                                                                                                                 Shannon CC                       PwC     Sunk Costs       Total
             Budget         178000             0            1708000            0            1000000   1600000   2102000                                          569000                   7157000
             Forecast       180000             0           1413008            0            1000000    1600000   2028744                                         540000                    6761752
             Actual YTD     180000             0            547363            0            833000     517061     797419                                         540000                    3414843
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                              Section 3. Financial Summary
Programme Finance




                                Actual YTD Spend by Expenditure Category
                                                                                                                             External Purchase
                                                                                                                             IBM Costs
                                                                                                                             Capitalised Labour
                                                                                                                             Opex
                                                                                                                             Sunk Costs
                            1                                                                                                Total

                          0.9

                          0.8

                          0.7

                          0.6

                          0.5

                          0.4

                          0.3

                          0.2

                          0.1

                            0
                                External Purchases IBM Costs Capitalised Labour   Opex   Sunk Costs   Total
           Original Budget £                                                                           0
           Forecast £                                                                                  0
           Actual Costs YTD £                                                                          0




                                               Programme Finance Summary
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                      Section 3. Financial Summary
Programme Finance


                                                                Programme Finance Summary
                                                                                      (Tim Court)
                                   Approved                                  Approved PwC
           Project                                 Approved PDR
                                     PDD                                    Service Contract
Commissions                        28-Feb-00          31-May-00
EOE
Shannon Call Centre                    n/a                n/a                     n/a
Supply Demand Lock-In                  n/a                n/a                     n/a
Alliance & Partners                11-May-00           8-Jun-00
SSI                                 4-Jan-00           20-Apr-00

   Programme Summary
   •Budget - £7,152,000
   –Budget includes A9TC (CRM Programme) + I&Ps (INSERT sap code for I&PS) and Telesales (SAP code)
   •Forecast - £6,761,752
   –Forecast is less than budget due to under spend on I&PS and Telesales
   •Actual - £3,234,843
   –Actuals are significantly less due to delays in IBM costs coming through to SAP
   Projects on Budget
   •No projects are currently running over budget although SSI costs have still to be confirmed via the PDR
   Forecast changes to Budget
   •See above re comments on SSI
   Projects exceeding budget by > x%

   Actions to be taken
   •Review SSI PDR
   Major Change Controls
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                Section 3. Financial Summary
Project Finance                                      Project Finance Summary
                                                                       Commissions


                                              PDD Approval Date              PDD Cost (£s)   PDR Approval Date      PDR Cost      Actual Cost (£s)


ITP                                                28-Feb-00                     £778k                               £278k


PMC Service Contract                                                                                         £40k


                                                               Project Financial Summary


Total spend against budget for the month   £180k spent against sanction to 1.4.00 of £178k


External purchases


ITP Costs


Capitalised labour & Opex


Forecast Changes


Actions to be taken


Major Change Controls


                                                                    EOE Indirect Voice


                                              PDD Approval Date              PDD Cost (£s)   PDR Approval Date      PDR Cost      Actual Cost (£s)
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                      Section 3. Financial Summary
Project Finance                                 Project Finance Summary
ITP


PMC Service Contract


                                                        Project Financial Summary


Total spend against budget for the month


External purchases


ITP Costs


Capitalised labour & Opex


Forecast Changes


Actions to be taken


Major Change Controls


                                                               Alliance & Partners


                                           PDD Approval Date          PDD Cost (£s)   PDR Approval Date   PDR Cost      Actual Cost (£s)


ITP


PMC Service Contract                                  Under development
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                              Section 3. Financial Summary
Project Finance                                      Project Finance Summary
                                                               Project Financial Summary


Total spend against budget for the month


External purchases


ITP Costs                                  Form A created to engage ITP in producing PDD. Project costs will follow in detailed PDR


Capitalised labour & OTEX


Forecast Changes


Actions to be taken


Major Change Controls


                                                                               SSI


                                              PDD Approval Date               PDD Cost (£s)        PDR Approval Date          PDR Cost          Actual Cost (£s)


ITP                                                 4-Jan-00                                            20-Apr-00               £1800k


PMC Service Contract


                                                               Project Financial Summary


Total spend against budget for the month   No official spend as yet as Form D not raised
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                              Section 3. Financial Summary
Project Finance                                       Project Finance Summary
External purchases


ITP Costs


Capitalised labour & Opex


Forecast Changes


Actions to be taken


Major Change Controls


                                                                     Shipley Call Centre


                                                 PDD Approval Date            PDD Cost (£s)         PDR Approval Date           PDR Cost           Actual Cost (£s)


ITP                                                    N/A                         N/A                      N/A                    N/A                   N/A


PMC Service Contract                                                 N/A


                                                               Project Financial Summary


Total spend against budget for the month   Project is financed from Europe budget - there are no capital outlays to track and no IBM involvement


External purchases                         N/A


ITP Costs                                  N/A
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                              Section 3. Financial Summary
Project Finance                             Project Finance Summary
Capitalised labour & OMEX             N/A


Forecast Changes                      N/A


Actions to be taken                   N/A


Major Change Controls                 N/A
     742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                             Section 4. Actions, Issues Risks
     Actions




Business Transformation                                  Overdue Programme Actions
CRM Programme

        Date                                                                                                                                                                 Revised
No                               Details                 Owner        By when                    Action                            Update                  Escalation
       Raised                                                                                                                                                                 Date
4     21-Mar-00   Need to agree the process for the       Graeme      5-May-00    Graeme to organise a meeting                                                                5-May-00
                  prioritisation of IBM Siebel related   Campbell /
                  work                                   Greg Ellis
2     6-Apr-00    The rooms for the CRM Programme        Lou Bridge   18-Apr-00   Arrange larger room for forthcoming   No rooms available for meeting                         2-May
                  Team meetings are not big enough                                meetings                              on 18.4.00, but Lou awaiting
                                                                                                                        confirmation that the boardroom
                                                                                                                        at RLS has been booked for
                                                                                                                        future meetings in London. Lou
                                                                                                                        will also try some other venues
                                                                                                                        suggested in the meeting (IBM
                                                                                                                        Southbank, RLS GO304, Solns
                                                                                                                        Centre Q rooms)
         742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                     Section 4. Actions, Issues Risks
         Actions




Business Transformation                             Open Programme Actions
CRM Programme

            Date                                                                                          Revised
    No                        Details          Owner      By when   Action   Update   Closure Action
           Raised                                                                                          Date
1
2
3
4
5
6
7
8
         742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                          Section 4. Actions, Issues Risks
         Actions




Business Transformation                             Closed Programme Actions
CRM Programme

            Date                                                                                               Closure
    No                        Details               Owner   By when      Action   Update   Closure Action
           Raised                                                                                               Date
1
2
3
4
5
6
7
3
7
8
1
4
5
6
3
2
3
1
5
5
     742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                                                     Section 4. Actions, Issues Risks
     Issues




Business Transformation                             Open Programme Issues
CRM Programme

                                                                    Priority                             Target Date
No     Date Raised    Raised by         Description of Issue                    Project       Owner                               Action                    Progress/Comments             Closure Date
                                                                    (H,M,L)                              for closure
1
2      2-Apr-00      D Blackman   Business benefits unclear. Need      H       Alliance &   D Blackman    7-Apr-00     Scoping activity to commence   Benefits now clear following
                                  clear statement of direction.                Partners                                3.4.00                         meeting with Tim - ready to raise
                                                                                                                                                      form A.
3
4
5
6
7
8
9
10
11
12
13
          742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                                                   Section 4. Actions, Issues Risks
          Issues




Business Transformation                                             Closed Issues
CRM Programme

                                                                          Priority                              Target Date
     No     Date Raised    Raised by         Description of Issue                      Project       Owner                               Action                Progress/Comments              Closure Date
                                                                          (H,M,L)                               for closure
2
8
11          1-Feb-00      M Hanly      A strategy for overflowing calls      M       Shannon Call   S Kandal-    30-Apr-00    Develop disaster recovery   31/3/00 - SR producing document
                                       during a disaster scenario needs                Centre         Ryan                    strategy                    (expected 7/4/00) which focusses
                                       to be developed                                                                                                    on recovery for 48hrs period ie.
                                                                                                                                                          CPE -> Field control in Dublin,
                                                                                                                                                          Billing -> Wyth, European ->
                                                                                                                                                          ESMC London, SR will meet with
                                                                                                                                                          other call centre managers in May
                                                                                                                                                          to work on a common approach


                                                                                                                                                                                                    7-Apr-00
6
      742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                                                 Section 4. Actions, Issues Risks
      Risks




Business Transformation                                      Open Programme Risks
CRM Programme

                                                                                                              Risk
                                                   Impact (Time, Cost &        Probability                                                               Target Date                           Top 5
No    Date Raised         Description of Risk                                              Impact (H,M,L)   Category     Project     Raised by   Owner                 Mitigation or Action
                                                         Quality)                (H,M,L)                                                                 for closure                          Risk Y/N
                                                                                                             (H,M,L)
1    2-Apr-00       Failure to meet 01.08.00    Major financial implications       M             H              H      Commissions    R Joy      R Joy    7-Apr-00
                    deadline                    associated with failure to
                                                provide system to calulate
                                                sales compensation

2
3
4
5
6
7
8
9
10
13
14
15
16
17
18
19
20
       742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                                                           Section 4. Actions, Issues Risks
       Risks




Business Transformation                                      All Closed Programme Risks
CRM Programme

                                                                                                                 Risk
                                                       Impact (Time, Cost &       Probability                                                                  Target Date                                Closure
 No    Date Raised         Description of Risk                                                Impact (H,M,L)   Category     Project      Raised by   Owner                      Mitigation or Action
                                                             Quality)               (H,M,L)                                                                    for closure                                 Date
                                                                                                                (H,M,L)
10    27-Mar-00      IBM may not have resource to   Would affect trainng course       M             M              M      Shannon Call    M Hanly    M Hanly    30-Apr-00    Transferred to issues log.   20-Apr-00
                     implement CBR for 30.5.00      content                                                                  Centre                                          Project issue No.31
742ba8b2-f5c1-4d03-8bb2-44176cb124c3.xls                                                                                                                     Section 5. Benefits
Benefits                                                                                          Benefits


      Revenue


                 Coordination with Business Planning


                                                                Supply
                                                                Demand
                                                                Lock-In




                                                   Consistent
                                                   Forecasting
                                                                                Increased
                                                                               Frame/ATM
                                                                                 Revenue
                                SSI                      EOE
                                                      FrameATM




                 A   M     J    J       A      S         O           N    D          J          F      M   A   M   J   Q2   Q3   Q4   Q1    Q2     Q3   Q4

                00/01            Commissions
                                                           EOE                                             01/02                           02/03
                                                          Indirect                 Electronic
                                                           Voice
                                                                                     Order
                                                                                     Entry

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                                                                                             Order
                                                                                            Accuracy
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