Project management report for a call tracking system - A sample assignment

Contents

Abstract

This project is related to installation of a new call tracker system to an organization. The main phases of the project are Planning of the system, Supplier side activities, Testing and accepting the system, Implement the new call tracking system in production, Employee training on the system, System conversion activities, Addition user training activities, Launch and usage of the system etc. Then, some risks related to the project have been identified as Risk of employee resistance to the new system and Possible software errors of the system. To mitigate the risks, a plan to educate the employees on adaptation of the new system is required and QA or quality assurance on the new system needs to be purloined by an independent IT consulting firm.

1 Preparation of WBS

First, list of activities and sub activities regarding the call tracking system can be developed as follows.

1. Planning of the system

· 1.1 Determination of weaknesses in the current system

· 1.2 Determine the required features of the proposed system

· 1.3 Finalize the project plan

2. Supplier side activities

· 2.1 Selection of the supplier

· 2.2 Discuss and finalize the price and other details

· 2.3 Make the order

3. Testing and accepting the system

· 3.1 Checking the system trial by the top management and selected employees

· 3.2 Send the feedback and asked to make changes

· 3.3 Make the payment and purchase the final system

4. Implement the new call tracking system in production

· 4.1 Install the software and other services to the computers of the company

· 4.2 Arrange the hardware of the severs and computers for compatible with the tracker

5. Training of employees related to system use

· 5.1 Develop the plan of training all users of the system and get is approved from the top management

· 5.2 Give the training of the software and manuals (and other written guidelines) to customer service

· 5.3 Give the training of the software and manuals (and other written guidelines) to operations group

6. Process of System conversion

· 6.1 Performing turnovers to operation of company

· 6.2 collecting documents and other information from the customer service department in the form of stories and narratives

· 6.3 Designing the system attributes and present it in the form of flow charts

· 6.4 Converting the existing data to the new system data

7. User training in advanced terms

· 7.1 Training the users regarding to system usage

· 7.2 Training the customer services persons to meet the metrics and goals

· 7.3 Regarding trouble shooting, training the users in the customer services and IT department

8. Launching and start using the system

· 8.1 Obtaining information on feasibility of the system to use as the primary call tracker from now

· 8.2 Start using the system as the primary call tracker

· 8.3 Send the weekly feedback reports to the top management

(Bhatia and Hilal, 2012; Zehr et al., 2014; Alam, 2017; Ganorkar, 2020).

Alpha Call Tracking System

1. Planning of the system

2. Supplier side activities

3. Testing and accepting the system

4. Implement the new call tracking system in production

5. Employee training on the system

6. System conversion activities

7. Addition user training activities

8. Launch and usage of the system

· 1.1 Determination of weaknesses in the current system

· 2.1 Selection of the supplier

· 3.1 Checking the system trial by the top management and selected employees

4.1 Install the software and other services to the computers of the company

5.1 Develop the plan of training all users of the system and get is approved from the top management

6.1 Performing turnovers to operation of company

7.1 Training the users regarding to system usage

8.1 Obtaining information on feasibility of the system to use as the primary call tracker from now

· 1.2 Determine the required features of the proposed system

· 2.2 Discuss and finalize the price and other details

· 3.2 Send the feedback and asked to make changes

4.2 Arrange the hardware of the severs and computers for compatible with the tracker

5.2 Give the training of the software and manuals (and other written guidelines) to customer service

6.2 collecting documents and other information from the customer service department in the form of stories and narratives

7.2 Training the customer services persons to meet the metrics and goals

8.2 Start using the system as the primary call tracker

· 1.3 Finalize the project plan

· 2.3 Make the order

· 3.3 Make the payment and purchase the final system

5.3 Give the training of the software and manuals (and other written guidelines) to operations group

6.3 Designing the system attributes and present it in the form of flow charts

7.3 Regarding trouble shooting, training the users in the customer services and IT department

8.3 Send the weekly feedback reports to the top management

(Bhatia and Hilal, 2012; Zehr et al., 2014; Alam, 2017; Ganorkar, 2020)

6.4 Converting the existing data to the new system data

2 Preparation of Network Diagram accurately.

For each activity, time and predecessors can be determined as follows.

Activity	Time in days	Predecessor
1.1 Determination of weaknesses in the current system	5
1.2 Determine the required features of the proposed system	5	1.1
1.3 Finalize the project plan	5	1.2
2.1 Selection of the supplier	10	1.3
2.2 Discuss and finalize the price and other details	6	2.1
2.3 Make the order	2	2.2
3.1 Checking the system trial by the top management and selected employees	15	2.3
3.2 Send the feedback and asked to make changes	3	3.1
3.3 Make the payment and purchase the final system	3	3.2
4.1 Install the software and other services to the computers of the company	5	3.3
4.2 Arrange the hardware of the severs and computers for compatible with the tracker	4	3.3
5.1 Develop the plan of training all users of the system and get is approved from the top management	3	4.2
5.2 Give the training of the software and manuals (and other written guidelines) to customer service	4	5.1
5.3 Give the training of the software and manuals (and other written guidelines) to operations group	4	5.1
6.1 Performing turnovers to operation of company	2	5.3
6.2 collecting documents and other information from the customer service department in the form of stories and narratives	5	5.3
6.3 Designing the system attributes and present it in the form of flow charts	4	5.3
6.4 Converting the existing data to the new system data	2	5.3
7.1 Training the users regarding to system usage	3	6.4
7.2 Training the customer services persons to meet the metrics and goals	3	6.4
7.3 Regarding trouble shooting, training the users in the customer services and IT department	3	6.4
8.1 Obtaining information on feasibility of the system to use as the primary call tracker from now	2	7.3
8.2 Start using the system as the primary call tracker	7	8.1
8.3 Send the weekly feedback reports to the top management	7	8.1

(Bhatia and Hilal, 2012; Zehr et al., 2014; Alam, 2017; Ganorkar, 2020).

Activity

EST

Task No.

EFT

1.1

LST

Slack

LFT

1.2

1.1

1.3

1.2

2.1

1.3

2.2

2.1

2.3

2.2

1.1

1.2

1.3

2.1

2.2

2.3

3.1

3.1

2.3

3.2

3.1

3.3

3.2

4.1

3.3

4.2

3.3

5.1

4.2

5.2

5.1

5.3

5.1

6.1

5.3

6.2

6.1

6.3

6.1

6.4

6.1

7.1

6.4

7.2

7.1

7.3

7.1

8.1

7.3

8.2

8.1

8.3

8.1

3.2

3.3

4.1

5.2

4.2

5.1

5.3

6.1

6.2

-5

-74

-1

6.3

7.1

7.2

8.2

6.4

7.3

8.1

8.3

3 Preparation of responsibility matrix

Activity	Marketing manager	Customer services manager	IT manager	Top management
1.1 Determination of weaknesses in the current system		R	S
1.2 Determine the required features of the proposed system		R	S
1.3 Finalize the project plan		R	S
2.1 Selection of the supplier	S	S		R
2.2 Discuss and finalize the price and other details	S	S		R
2.3 Make the order	S	S		R
3.1 Checking the system trial by the top management and selected employees		R	S
3.2 Send the feedback and asked to make changes		R	S
3.3 Make the payment and purchase the final system		R	S
4.1 Install the software and other services to the computers of the company		S	R
4.2 Arrange the hardware of the severs and computers for compatible with the tracker		S	R
5.1 Develop the plan of training all users of the system and get is approved from the top management		S	R
5.2 Give the training of the software and manuals (and other written guidelines) to customer service		S	R
5.3 Give the training of the software and manuals (and other written guidelines) to operations group		S	R
6.1 Performing turnovers to operation of company	R
6.2 collecting documents and other information from the customer service department in the form of stories and narratives	R
6.3 Designing the system attributes and present it in the form of flow charts	R
6.4 Converting the existing data to the new system data	R		R
7.1 Training the users regarding to system usage		R
7.2 Training the customer services persons to meet the metrics and goals		R
7.3 Regarding trouble shooting, training the users in the customer services and IT department		R
8.1 Obtaining information on feasibility of the system to use as the primary call tracker from now		R
8.2 Start using the system as the primary call tracker		R
8.3 Send the weekly feedback reports to the top management	R	R	R	R

(Upadhyay, 2013; Basheer, Hamid and Hasan, 2015; Kis and Alexandru, 2015; Iyama et al., 2019)

4 Critical preparation of project budget and cost distribution plan.

Activity	Time in days	Total cost	Cost of a day
1.1 Determination of weaknesses in the current system	5	Rs. 25,000.00	Rs. 5,000.00
1.2 Determine the required features of the proposed system	5	Rs. 25,000.00	Rs. 5,000.00
1.3 Finalize the project plan	5	Rs. 150,000.00	Rs. 30,000.00
2.1 Selection of the supplier	10	Rs. 50,000.00	Rs. 5,000.00
2.2 Discuss and finalize the price and other details	6	Rs. 25,000.00	Rs. 4,166.67
2.3 Make the order	2	Rs. 500,000.00	Rs. 250,000.00
3.1 Checking the system trial by the top management and selected employees	15	Rs. 50,000.00	Rs. 3,333.33
3.2 Send the feedback and asked to make changes	3	Rs. 25,000.00	Rs. 8,333.33
3.3 Make the payment and purchase the final system	3	Rs. 1,500,000.00	Rs. 500,000.00
4.1 Install the software and other services to the computers of the company	5	Rs. 50,000.00	Rs. 10,000.00
4.2 Arrange the hardware of the severs and computers for compatible with the tracker	4	Rs. 50,000.00	Rs. 12,500.00
5.1 Develop the plan of training all users of the system and get is approved from the top management	3	Rs. 100,000.00	Rs. 33,333.33
5.2 Give the training of the software and manuals (and other written guidelines) to customer service	4	Rs. 100,000.00	Rs. 25,000.00
5.3 Give the training of the software and manuals (and other written guidelines) to operations group	4	Rs. 100,000.00	Rs. 25,000.00
6.1 Performing turnovers to operation of company	2	Rs. 25,000.00	Rs. 12,500.00
6.2 collecting documents and other information from the customer service department in the form of stories and narratives	5	Rs. 25,000.00	Rs. 5,000.00
6.3 Designing the system attributes and present it in the form of flow charts	4	Rs. 25,000.00	Rs. 6,250.00
6.4 Converting the existing data to the new system data	2	Rs. 60,000.00	Rs. 30,000.00
7.1 Training the users regarding to system usage	3	Rs. 30,000.00	Rs. 10,000.00
7.2 Training the customer services persons to meet the metrics and goals	3	Rs. 30,000.00	Rs. 10,000.00
7.3 Regarding trouble shooting, training the users in the customer services and IT department	3	Rs. 30,000.00	Rs. 10,000.00
8.1 Obtaining information on feasibility of the system to use as the primary call tracker from now	2	Rs. 25,000.00	Rs. 12,500.00
8.2 Start using the system as the primary call tracker	7	Rs. 25,000.00	Rs. 3,571.43
8.3 Send the weekly feedback reports to the top management	7	Rs. 100,000.00	Rs. 14,285.71
		Rs. 3,125,000.00

(Upadhyay, 2013; Basheer, Hamid and Hasan, 2015; Kis and Alexandru, 2015; Iyama et al., 2019).

5 Critical preparation of a sound quality management plan.

Quality management should be applied to the whole project of adaptation of a new call tracking system to the company. The planning of the quality, assurance of the quality and control of the quality can be presented as follows. Using the industry quality standards, writer has presents the quality plan as follows (Söderlund, 2005; Radujkovic and Sjekavica, 2017; Wanqing, 2018; Tengan, Aigbavboa and Thwala, 2021).

Having a quality and completed project proposal and keeping the all records on the project is essential to enhance the plan quality management. Data collection and analysis can be applied to project quality as collecting feedback from the users and collecting industry details through other competitors. Moreover, support of industry consultants can be adopted to make the accuracy of the data high. Moreover, collective decision making can be applied to the project and ideas of all employees should be obtained to make sound decisions on the project. Then, through meetings and brainstorming sessions, suggestions of the employees can be obtained by the top management. Finally, updating of the project documents is essential to the plan quality of the project since having the relevant or real time information can lead to make accurate decisions (Söderlund, 2005; Radujkovic and Sjekavica, 2017; Wanqing, 2018; Tengan, Aigbavboa and Thwala, 2021).

In the quality planning, metrics for measuring the quality and goals needs to be developed. Then, during the project and after the completion of the project, metrics can be compared with the actual data and difference can be denied. Then, for fulfill the quality gaps, recommendations and actions needs to be decided by the project manager with the support of the top management (Upadhyay, 2013; Kis and Alexandru, 2015; Wanqing, 2018; Tengan, Aigbavboa and Thwala, 2021).

Metris and targets for each main activity or main phase can be identified as follows.

Stage	Quality metrics	Goal or target
1. Planning of the system	Completion of the project proposal	Within the time prescribed
2. Supplier side activities	Quality score of the suppliers Value to money paid ratio of the software purchased	90% or higher score 90% or higher score
3. Testing and accepting the system	Acceptance ratio or percentage which should be decided by IT manager	90% or higher score
4. Implement the new call tracking system in production	N/A	N/A
5. Employee training on the system	Employee knowledge score on the system Employee performance score on the system	90% or higher score 90% or higher score
6. System conversion activities	Compatibility ratio of data conversion	100% compatibility is required.
7. Addition user training activities	Employee knowledge score on the system Employee performance score on the system	90% or higher score 90% or higher score
8. Launch and usage of the system	Initial feedback score of the system users	95% or higher score

6 Preparation of risk management plan.

First, connected risks can be identified as follows.

Risk of employee resistance to the new system – when the organization is going to convert the existing call tracking system to a new one, role of the employees can be changed and there can be a fair risk of loosing jobs of employees since technology of today is advanced than the past and automation becomes a key driver. Then, some employees may not interested in using the new system as the call tracker (Huljenic, Desic and Matijasevic, 2005; Upadhyay, 2013; Georgieva, 2015; Anantatmula, 2020).

Possible software errors of the system – in any information system, there is a risk of occurring errors, crashes and satiations where system is not responding. In a such situation, organization will have to wait until the system gets restored.

Then, assessment and mitigation plan for the identified risks are as follows.

Risk	Probability (1-10)	Impact (1-10)	Score	Mitigation plan
Risk of employee resistance to the new system	2	4	8	A plan to educate the employees on adaptation of the new system is required and through motivation strategies such as incentives and promotions, loyalty of the employees to the current project can be enhanced.
Possible software errors of the system	1	6	6	QA or quality assurance on the new system needs to be purloined by an independent IT consulting firm.

7 Preparation of a strong communication plan

Target audience	Goals	Tools	Time scale
Top management	To present the current status of the project and to communicate issues related to the project	Direct discussions, meetings and emails	Every week of the month after the project completes
Employees	To enhance the employee loyally of the project, to enhance the employee engagement of the project and to enhance the employee motivation on the project	Direct discussions, meetings and group activities.	Every week of the month after the project completes

(Söderlund, 2005; Basheer, Hamid and Hasan, 2015; Radujkovic and Sjekavica, 2017; Anantatmula, 2020).

7.1 stakeholder management

The project manager should responsible to adopt the stakeholder matrix and apply the different communication methods to enhance the contribution of all stakeholders to the project (Söderlund, 2005; Basheer, Hamid and Hasan, 2015; Radujkovic and Sjekavica, 2017; Anantatmula, 2020).

References

Alam, M. (2017) ‘Mobile Tracking System using Web Application and Android Apps’, 6, pp. 257–261.

Anantatmula, V. (2020) ‘Project Management Concepts’, in. Available at: https://doi.org/10.5772/intechopen.93766.

Basheer, D., Hamid, Y.A. and Hasan, O.M. (2015) ‘Emergency, Tracking and Anti-theft System for Android Mobiles‏’.

Bhatia, S. and Hilal, S. (2012) ‘Determination of Mobile Phone Tracking using various Softwares’, International Journal of Computer Applications, 53, pp. 17–24. Available at: https://doi.org/10.5120/8513-2515.

Ganorkar, A. (2020) ‘Live Tracking System’, International Journal of Engineering Research and, V9. Available at: https://doi.org/10.17577/IJERTV9IS060770.

Georgieva, M. (2015) Project management.

Huljenic, D., Desic, S. and Matijasevic, M. (2005) ‘Project management in research projects’, in, pp. 663–669. Available at: https://doi.org/10.1109/CONTEL.2005.185981.

Iyama, H. et al. (2019) ‘SMART DISPATCHER: AN ANDROID DOCUMENT TRACKING SYSTEM’, in.

Kis, P. and Alexandru, M. (2015) ‘REAL TIME MONITORING AND TRACKING SYSTEM FOR AN ITEM USING THE RFID TECHNOLOGY’, Review of the Air Force Academy, 13, pp. 71–76. Available at: https://doi.org/10.19062/1842-9238.2015.13.3.12.

Radujkovic, M. and Sjekavica, M. (2017) ‘Project Management Success Factor’, Procedia Engineering, 196, pp. 607–615. Available at: https://doi.org/10.1016/j.proeng.2017.08.048.

Söderlund, J. (2005) ‘What project management really is about: Alternative perspectives on the role and practice of project management’, International Journal of Technology Management - INT J TECHNOL MANAGE, 32. Available at: https://doi.org/10.1504/IJTM.2005.007340.

Tengan, C., Aigbavboa, C. and Thwala, W. (2021) ‘Project management’, in, pp. 3–11. Available at: https://doi.org/10.1201/9781003137979-1.

Upadhyay, H. (2013) ‘A Comprehensive study on tracking VoIP Caller’, IOSR Journal of Computer Engineering, 9, pp. 61–65. Available at: https://doi.org/10.9790/0661-0916165.

Wanqing, S. (2018) ‘Project Management’, Control and Systems Engineering, 1. Available at: https://doi.org/10.18063/cse.v1i1.485.

Zehr, W. et al. (2014) ‘Call Tracking Technology Selection Model’, in, pp. 23–42. Available at: https://doi.org/10.1007/978-3-319-05651-7_2.

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1 Preparation of WBS

2 Preparation of Network Diagram accurately.

3 Preparation of responsibility matrix

4 Critical preparation of project budget and cost distribution plan.

5 Critical preparation of a sound quality management plan.

6 Preparation of risk management plan.

7 Preparation of a strong communication plan

7.1 stakeholder management

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