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Project Management Document Flow Chart

Initiation & Planning


Project Charter

Execute & Monitor Project


Stakeholder Analysis Change Request (as needed) Collect Requirements

Define Scope

Change Log

Ad Hoc Reports
Status Report

Create Work Breakdown Structure


Create Activity List, Budget, & Schedule Communication Plan

Meeting Agenda

Risk Assessment

Closure Report

Project Charter for VoIP Implementation Project


Prepared for Company Name

January 2010

Project Charter for VoIP Implementation Project

Page ii

Table of Contents
1. Project Description ....................................................................................................... 1 2. Business Objectives and Success Criteria ..................................................................... 1 3. Preliminary Project Scope ............................................................................................. 1 4. Cost-Benefit Analysis .................................................................................................... 2 5. Assumptions and Dependencies ................................................................................... 3 6. Milestones..................................................................................................................... 4 7. Business Risks................................................................................................................ 4 8. Resources ...................................................................................................................... 4 9. Approvals ...................................................................................................................... 5 10. Revision History ............................................................................................................ 5

Project Charter for VoIP Implementation Project

Page 1

1. Project Description
This projects goal is to replace the legacy phone systems in allocations with a new Voice Over IP (VoIP) system that gives users better call quality while vastly expanding the features offered to manage both incoming and outgoing phone calls, which ultimately will help improve the customer experience.

2. Business Objectives and Success Criteria


The key objectives of this project are: Design, build, test, and implement a VoIP phone solution Determine stakeholder expectations in order to define a course of action Educate users of the tools and capabilities available

3. Preliminary Project Scope


The VoIP Implementation projects preliminary scope is the ability to replace the current phone system functions. Along with the ability to make and receive calls, some added functionality like call queues, voicemail, direct dial lines, and call forwarding will be established at go live. Initially, the new phone system will be installed and then rolled out to our China office first. Because of its smaller scale, more complicated configuration, and the ease of rolling back to the old system, it is an ideal proving ground for the new system to be implemented in. This project does not include any integration with our ERP solution.

Project Charter for VoIP Implementation Project

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4. Cost-Benefit Analysis
The primary costs for the project initially is the physical hardware (phones, server, etc). Long term costs, mostly on a monthly basis, include the cost of phone lines, a per minute charge on incoming 800 calls, etc. The IT Department will be responsible for the labor of deploying the phone system, with the potential for some outside help with running wire. Major benefits include: lower monthly charges, integration with current and future sites, better reporting, and more advanced features like call cascading, caller ID, DIDs, voicemail, etc.

Cost Estimate
This estimate is based on quotes from several vendors on the required equipment and services. Costs and cost savings have been calculated based on replacing all phone systems throughout the company. This estimate does not include any internal resource time required for testing and implementation; it solely covers the physical costs of hardware, software, and services.

Estimated Cost (15%) $50,000 Benefits Analysis


Benefit
Reduced Costs With lower per minute charges, cheaper line costs, reduced yearly maintenance agreements, and phone system consolidation, your monthly and yearly costs will be reduced Advanced Features Features like voicemail, call forwarding, caller ID, direct dial numbers, paging the warehouse, break buzzers, call groups, and call queues are built in and currently unavailable or unreasonably priced in the legacy system Management Control Because we will own and control all aspects of the new system, making changes like adding or removing lines or voicemail can be done internally, without support from an external company (faster and cheaper) Future Growth Since the new system runs over our data network (which already exists and would be required for any future sites), expanding to a new location would require new phones and licenses, nothing more.

Quantification
800 incoming rate goes from 2.9 to 2.1 per minute, lines cost $25 vs. $38, outgoing long-distance is no extra charge, yearly maintenance is $1,500 less, and we will have a unified bill instead of two separate phone systems

Estimated Impact
$ 26,000 a year savings

TOTAL ESTIMATE (15%)

$26,000

Project Charter for VoIP Implementation Project

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5. Assumptions and Dependencies


Assumptions: AS-001: Internal resources will be allotted the time for installation and testing as well as solution development to bring this project to completion

Dependencies: DE-001: Project success will be largely dependent on commitment and support from company management for budget and resources

**Additional Assumptions and Dependencies will be documented as they become known.

Project Charter for VoIP Implementation Project

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6. Milestones
Event or Deliverable
Project charter approved Project plan completed Project plan approved Phone System Ready For Testing Phone System Sign-off by key stakeholders Training Completed Acceptance

Target Date

Responsibility
Sponsor Project Manager Sponsor Project Team Project Team Users / Project Team Sponsor / Project Team

7. Business Risks
Risk
Project resources will be taken away to work in their core functions New system call quality will not meet expectations **Additional risks will be document during Risk Analysis

Probability
HIGH LOW

Impact
Delays Cost, Inconvenience

Mitigation

Old phone system will remain in place to fail back to for several months

8. Resources
Resource
John Doe James Doe Joe Doe Technical Oversight, IT Technical Support, IT Technical Support, IT

Description and Source

Project Charter for VoIP Implementation Project

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9. Approvals
Approval Decision: Approved, development project plan is authorized Approved, project funding is authorized Approved, but project is on hold until future notice Revise charter and resubmit for approval Project is rejected
Role or Title
President CFO

Name and Signature

Date

10. Revision History


Name Date Reason For Changes Version

Stakeholder Analysis for VoIP Implementation

Page 1

VoIP Implementation Stakeholder Analysis


Project Manager John Doe

Stakeholder Role Profile


These questions will encourage the project team to consider a wide variety of stakeholders. Use these questions to identify as many stakeholders as possible. After generating the list, you may decide some of the stakeholders are represented by other stakeholders or will have so little involvement in the project that you dont need to consider them and you may remove them from your list.

This list is a starting point


Add questions to this list that fit your project environment. If you miss an important stakeholder on one project, add a question to this list that will cause the next project team to identify that stakeholder.

For each of the questions below answer the question: Who?


Question 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Approves funding for this project? Approves functional requirements? Approves technical requirements? Approves design decisions? Approves changes to requirements? Approves changes affecting schedule? Approves changes affecting cost? Will use the product or service produced by the project? Set the organizational goals that drive the necessity of this project? Will assign people to the project team and determine the hours per day they work on the project? Approves contracts for suppliers? Is the manager or executive sponsoring this project (will use their authority on behalf of the project team to overcome organizational obstacles)? Will manage the project (provide leadership to assure tasks are assigned and completed on time, cost and schedule are monitored, issues are identified and resolved)? Represents organization policies governing this project? Represents regulations or laws affecting this project? All stakeholders that apply. Use peoples names whenever possible. John Doe, Julian Doe Juan Doe, every department at some level John Doe James Doe, Jimmy Doe, John Doe James Doe James Doe, Joe Doe, Julian Doe James Doe, Joe Doe, Julian Doe Everyone in the company along with all customers that call in James Doe, Joe Doe, Julian Doe James Doe, Joe Doe, Julian Doe James Doe, John Doe James Doe, Joe Doe, Julian Doe

13.

John Doe

14. 15.

John Doe John Doe

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Stakeholder Analysis for VoIP Implementation

Page 2

16. 17. 18.

Will have their work disrupted by this project? Will have to change their systems or processes because of this project? Will benefit from this project? (If this is a large group, who will represent this group?) Will perform the work on this project? (This includes all vendors and subcontractors as well as employees) Will participate in phase gate decisions to approve moving the project to the next phase?

n/a n/a At some level, anyone in the company. Main beneficiaries will be employees that interact with the phone more than others. John Doe, Jimmy Doe James Doe, Juan Doe, John Doe

19. 20.

Stakeholder Alignment Questions


These questions will ask for a minimum amount of understanding about each stakeholder. Use these for each stakeholder that has a high interest in the project or can have a high impact on the project. The better you understand each stakeholder, the better prepared youll be to win cooperation.

Not for publication


These questions are meant to stimulate thinking about stakeholders. Your assumptions and insights into the motivations of each stakeholder or stakeholder group are a private assessment and should not be published. For each significant stakeholder, answer the following questions:

Name:
1. 2. 3. 4. What is their contribution to the project? To whom do they report? What authority do they have over the project? What is their goal for the project (what is their stake in the project) and how does it relate to their organizations goal or other personal goals? (What makes this a win for them?) Do they present a specific threat or opportunity? What perception do you want them to have about the project?

Title:

5. 6.

Plan Communication
Use the Communication Plan and Responsibility Matrix templates to document roles and responsibilities and how youll keep your stakeholders engaged and informed.

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Requirements List for VoIP Implementation Project

Page 1

VoIP Implementation Requirements List


Requirement
Receive local, long distance, and 800 calls Make outgoing calls Page warehouse Handle DID's Be used in remote office Custom hold music Call forwarding Email notifications Call groups/queue's Automated reporting Port old numbers DR solution Hosted in a VM Active Directory integration

Project Manager: John Doe

Last Updated:2010.08.31

Description
The new phone system should be able to receive both local, long distance, and all of our 800 calls The new phone system should be able to place both local, long distance, and 800 calls The system should be able to page the warehouse over bull horns The system should be able to handle DID's so individuals can have a personal phone number The new system should be scalable, easily extended to our current and any future remote locations It should support having our own custom hold music It should be able to forward calls to specified numbers or extensions based on rules Users should be notified by email when they have a voicemail The system should support different types of call groups and queue's based on business need Specified individuals should receive automated reports on call volume and individual performance All 800 numbers and several local numbers must be able to be ported to the new system In case of a downed line, etc, there has to be a viable and economical backup solution The new system should be able to be run in a virtual environment The new system should integrate with AD to reduce the amount of user management overhead for administrators General General Joe Doe Jose Doe General

Requestor

Juanita Doe Josh Doe General General Jill Doe General Jose Doe John Doe John Doe

Scope Statement for VoIP Implementation

Page 1

Scope Statement
This project is responsible for implementing a new VoIP telephony solution. Specifically, the project will: Purchase the necessary equipment to deploy a new phone PBX and new phones to the entire company, only replacing existing phones, not adding additional ones. Recreate the existing phone business rules on the new phone system Implement voicemail and DIDs on specified numbers (dictated by the functional manager) Train users on how to use the new phones at group meetings pre go-live

The following activities are beyond the scope of the project: Any integration of the new VoIP solution and our ERP application Adding any additional lines, phones, or functionality that does not already exist in the current phone system and has not been specifically mentioned in the scope statement.

Work Breakdown Structure for VoIP Implementation Project

Page 1

1.0 Research

1.1 Compare IP-PBX Options 1.2 Document Capabilities 2.1 Evaluate potential IP-PBX Options 2.2 Recreate existing PBX functionality on test IP-PBX 2.3 Implement and test new features IP-PBX offers 2.4 Work with stakeholders to identify best fit solution 3.1 Procure hardware

VoIP Implementation

2.0 Testing

3.2 Migrate test system settings to new production IP-PBX system 3.0 Implementation
3.3 Test new system with stakeholders input 3.4 Deploy and implement to secondary location first 3.5 Deploy and implement to primary location second

ID 1 2 3 4 5 6 7 8 9 10 11 12

WBS

Task Name

Cost $400.00 $80.00 $160.00 $160.00 $400.00 $320.00 $40.00 $120.00 $800.00 $160.00 $1,600.00 $1,600.00

Duration 5 days 1 day 2 days 2 days 1 wk 2 days 0.5 days 1.5 days 2 wks 1 day 4 wks 4 wks

Start Mon 8/30/10 Mon 9/6/10 Tue 9/7/10 Thu 9/9/10 Mon 9/13/10 Mon 9/20/10 Wed 9/22/10 Thu 9/23/10 Mon 9/27/10 Mon 10/11/10 Tue 10/12/10 Tue 11/9/10

Finish

Predecessors

Resource Names 22 John Doe John Doe John Doe John Doe John Doe Juan Doe John Doe John Doe John Doe Juan Doe John Doe John Doe

1.1 Research IP-PBX solutions and document about each 2.1 Compare requirements to advertised functionality 2.2 Recreate existing PBX functionality on test IP-PBX 2.3 Implement new PBX features 2.4 Work with stakeholders to identify best solution 2.4.1 Project manager decides on solution 3.1 Procure Hardware 3.2 Migrate test system to production 3.3 Test systems with stakeholder input 3.3.1 Get final stakeholder signoff 3.4 Deploy and implement to test location 3.5 Deploy and implement to primary location

Fri 9/3/10 Mon 9/6/10 1 Wed 9/8/10 2 Fri 9/10/10 3 Fri 9/17/10 4 Tue 9/21/10 5 Wed 9/22/10 6 Fri 9/24/10 7 Fri 10/8/10 8 Mon 10/11/10 9 Mon 11/8/10 10 Mon 12/6/10 11

Task Project: voip_implementation_project Date: Thu 9/2/10 Split Progress

Milestone Summary Project Summary Page 1

External Tasks External Milestone Deadline

Sep '10 Oct '10 29 5 12 19 26 3 John Doe John Doe John Doe John Doe John Doe 9/21 John Doe John Doe

10

17

24

Nov '10 31

14

21

Dec '10 28 5

12

19

26

Jan '11 2

16

23

Feb '1 30

John Doe 10/11 John Doe John Doe

Task Project: voip_implementation_project Date: Thu 9/2/10 Split Progress

Milestone Summary Project Summary Page 2

External Tasks External Milestone Deadline

August 2010
Sunday 1 Monday 2 Tuesday 3 Wednesday 4 Thursday 5 Friday 6 Saturday 7

10

11

12

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16

17

18

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30

31 Research IP-PBX solutions and document about each, 5 days

September 2010
Sunday Monday Tuesday Wednesday 1 Research IP-PBX solutions and document about each, 5 days Thursday 2 Friday 3 Saturday 4

9 Implement new PBX features, 2 days

10

11

Compare requirements to advertised Recreatefunctionality existing PBX ,1 functionality day on test IP-PBX, 2 days

12

13

14

15

16

17

18

Work with stakeholders to identify best solution, 1 wk

19

20 Project manager decides on solution

21

22

23

24

25

Procure Hardware, 0.5 daysMigrate test system to production, 1.5 days

26

27

28

29 Test systems with stakeholder input, 2 wks

30

October 2010
Sunday Monday Tuesday Wednesday Thursday Friday 1 Test systems with stakeholder input, 2 wks Saturday 2

5 Test systems with stakeholder input, 2 wks

10

11 Get final stakeholder signoff

12

13

14

15

16

Deploy and implement to test location, 4 wks

17

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Deploy and implement to test location, 4 wks

24

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28

29

30

Deploy and implement to test location, 4 wks

31 Deploy and implement to test location, 4 wks

November 2010
Sunday Monday 1 Tuesday 2 Wednesday 3 Deploy and implement to test location, 4 wks Thursday 4 Friday 5 Saturday 6

7 Deploy and implement to test location, 4 wks

10

11

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13

Deploy and implement to primary location, 4 wks

14

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Deploy and implement to primary location, 4 wks

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25

26

27

Deploy and implement to primary location, 4 wks

28

29

30 Deploy and implement to primary location, 4 wks

December 2010
Sunday Monday Tuesday Wednesday 1 Deploy and implement to primary location, 4 wks Thursday 2 Friday 3 Saturday 4

5 Deploy and implement to primary location, 4 wks

10

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Communication Plan for VoIP Implementation Project

Page 1

VoIP Implementation Communication Plan


Project Manager: John Doe This communication plan describes our strategy for keeping the projects stakeholders sufficiently informed to avoid any disappointment regarding cost, schedule, or quality goals.

Stakeholder

Information needs

Frequency

Medium

Joe Doe Jose Doe Josh Doe Jill Doe Juanita Doe

Status update Status update Status update Status update Status update

Weekly Weekly Weekly Weekly Weekly

1. 2. 1. 2. 1. 2. 1. 2. 1. 2.

In person Via Email In person Via Email In person Via Email In person Via Email In person Via Email

Risk Assessment for VoIP Implementation Project

VoIP Implementation Risk Assessment


Project Manager: John Doe
Risk ID
1

Last updated 2010.08.31

WBS
1.0

Date Likelihood Found


9 2010.08.01

Assigned
John Doe

Description
Project resources will be taken away to work on other tasks/projects Risk that some potential options might be overlooked Risk that some things will not be able to be recreated by the new IP-PBX Some stakeholders will not buy into new solution Delays in procuring hardware or software licensing Risk that moving fax or phone lines over will delay implementation

Strategy
Inform stakeholders of consequences of loss of resources Consult with several vendors on best-inclass IP PBX options Test and work with vendor to establish what the new system can and can not do

Status
Ongoing battle

Close Out Date


-

2 3

2.1 2.2

6 2

2010.08.07 2010.08.01

John Doe John Doe

Completed Completed

2010.08.05 2010.08.07

2.4

2010.08.01

Joe Doe

3.1

2010.08.01

John Doe

3.4

2010.08.01

John Doe

Inform, communicate with, and interact In Progress to meet needs and address concerns of stakeholders Consult hardware and software suppliers Completed to ensure product is will be in stock at time of order placement Work with phone providers to get In Progress information in their hands as soon as possible and ensure information is correct

2010.08.23

Description of fields:
Risk Id: A unique identifier WBS: WBS number of the task(s) related to this risk Likelihood: What are the chances that this risk will occur? Rank with 10= highest and 1=lowest. Date found: Date risk became known. yyyy.mm.dd Assigned to: Person who is assigned to manage this risk Description: High level description of risk event, impact and probability Strategy: What will be done to reduce the probability, impact, or both? Status: On-going log of changes to risk, in order from most recent to oldest. Format: yyyy.mm.dd action/update Close out date: When did the risk probability go to zero? Describe in the final status. Remove any rank from this risk.

VoIP Implementation Project Closure Report

VoIP Implementation Closure Report


Project Manager: John Doe Sponsor: Joe Doe Project Goal This projects goal is to replace the legacy phone systems in both the Alabama and Pennsylvania locations with a new Voice Over IP (VoIP) system that gives users better call quality while vastly expanding the features offered to manage both incoming and outgoing phone calls, which ultimately will help improve the customer experience. Project Objectives & Results
Objectives from Statement of Work Results Success Success, although holding stakeholders to their initial expectations and avoiding scope creep is a constant challenge. Success

Design, build, test, and implement a 1 VoIP phone solution Determine stakeholder expectations in 2 order to define a course of action
3

Educate users of the tools and capabilities available

Scope Comparison
Additional scope No additional scope added to project. Decreased scope Scope was not decreased during project

Cost Performance
Cost Categories Internal Labor hours External costs Labor (consultants, contract labor) Equipment, hardware or software List other costs such as travel & training Explanation of cost variance Additional hours were required for configuration, testing, and implementation. 0 50,000 5,000 0 42,180 3,500 Approved 160 Actual 200

Schedule Performance
Approved Project completion date Explanation of schedule variance Implementation was smooth and telephone providers were able to deliver ahead of schedule. 2010.10.01 Actual 2010.09.25

VoIP Implementation Project Closure Report

Major Obstacles Encountered


1. 2. Delays with management support and resource allocation. Time required for phone number changes required constant monitoring, some aggressive pushing and pleading, and overall diligence to resolve.

Lessons Learned that are Relevant to Other Projects


1. 2. You can not plan too far ahead Working to achieve management support and maintain management support is probably one of the most important things in a project, if not the most important, for its success.

Closure Acceptance
Role or Title
President CFO Project Manager Project Sponsor

Name and Signature

Date

Change Log for VoIP Implementation Project

VoIP Implementation Change Log


Project Manager: John Doe
Change ID 1 2 Date Submitted 2010.08.27 2010.09.01 Requested by: Jose Doe Joe Doe Description Order additional phones (3) Purchase a conference phone (1) Cost/Schedule Impact Additional $600 Additional $400

Last updated 2010.09.01

Status Pending Pending

Description of fields:
Change Id: A unique identifier Date Submitted: Date issue became known. yyyy.mm.dd Requested by: Person who is requesting the change Description: Describe the change being requested. Impact: Describe the impact to cost or schedule. Status: Approved or Pending or Rejected and date.

Change Request for VoIP Implementation Project

VoIP Implementation Project Change Request


Change name Date Submitted Requested by Submitted by [short description] [yyyy/mm/dd] Change Request Number [nnnn] [Name of person requesting change] [Name of person writing this request]

Detailed Description of Change [description]

Impact Analysis Schedule Cost Related affects to other projects or parts of this project

Decision and Rationale [description]

Approval: Approved by: Approval date:

[signature] [name] [yyyy.mm.dd]

Meeting Agenda for VoIP Implementation Project

VoIP Implementation Meeting Agenda


Meeting Date [yyyy.mm.dd] Meeting Leader Meeting Purpose Project Purpose Meeting Time hh:mm hh:mm [Meeting Leader Name] [Describe meeting purpose] [Purpose description from statement of work] Location [location]

Participant Names [participant name] [participant name] [participant name]

Attended?

Agenda Item 1. [topic description] [topic discussion] [topic resolution] 2. [topic description] [topic discussion] [topic resolution] 3. [topic description] [topic discussion] [topic resolution] 4. [topic description] [topic discussion] [topic resolution] 5. [topic description] [topic discussion] [topic resolution]

Whos Responsible

Time Allotted

Status Report for VoIP Implementation Project

VoIP Implementation Status Report


Status Date Project Manager 2010.09.01 John Doe Status Period From: 2010.08.30 To: 2010.09.03 Sponsor Joe Doe

Cost performance 0 % under/over budget Planned cost to date $13,000 Actual cost to date $13,000 Approved project cost baseline $50,000 Estimated cost at completion $48,000 Schedule performance 0% ahead/behind schedule attach a tier 1 Gantt chart with baseline and current schedule

Issues requiring management attention 1. None

Changes to scope, schedule, cost during this period 1. None

Major problems encountered and planned action to resolve 1. None

Issues identified this period and required action 1. Phones blinking even if no voicemail present 2. Reception phone needs to be configured

Major accomplishments in the past week 1. Fax lines moved

Major accomplishments scheduled for next week 1. Final configuration to replicate call routing 2. Meeting with key usage stakeholders to discuss details and any additional requirements