32451: Project Management - Zanpac Financial Services Customer Care Centre Project - Management Assignment Help

Assignment Task:

Requirements 

This assignment is based on the Zanpac Financial Services Customer Care Centre case study (attached). 

You have been appointed Project Manager for the Customer Care Centre project at Zanpac Financial Services. The Director of Technology (CTO) has asked you to “do an initial scoping of the project”, keeping in mind that the project should be finished by the end of August 2021. 

As you are new to Zanpac Financial Services, you inquire as to what should be covered in an initial scoping of the project. This step in Zanpac’s project management methodology is called a “Project Charter” and is used to lay out the basic parameters of the project for signoff by the Project Sponsor and key members of the Executive Team. If the broad parameters of the project are accepted, then the project may proceed to the project planning phase. 

The project charter must contain the following sections: 

1. Document purpose

2. Project Background

3. Project Goals / Objectives

4. Project Value Statement

5. Project Stakeholders (with position, name and contact details)

6. Project Success Criteria

7. Project Constraints

8. Project Scope (product?oriented scope only)

9. Three-level Work Breakdown Structure (WBS)

10. Recommendations and Approvals It is envisaged that your project charter will be approximately 1500 words in length (excluding appendices and table of contents).

Zanpac Financial Services Customer Care Centre Project

Congratulations on being appointed Project Manager of this exciting project that will provide Zanpac Financial Services with an online financial system backed by a state?of?the?art Customer Care Centre from which to pursue market growth in the coming years. 

The attached document has background information on the Customer Care Centre project. 

The board and other senior executives see this as a flagship project and have given their full support. Whatever is needed will be made available to the project team. Given the importance of this project our Director of Finance (CFO), Ms Lisa Osborne, has agreed to be the Project Sponsor. 

This project is also crucial for Zanpac Financial Services as success will pave the way unprecedented growth locally and potentially internationally. If this project is successfully implemented, the Project Management Office (PMO) will become a strategic asset for Zanpac. Whereas, if the project is unsuccessful then the future of the PMO within the organization will be uncertain. 

Planning is the key to this one. We need to know what the project means, how we could do it, how long it would take. The detailed costs can then be determined. 

As you may be aware, our last projects have been way off the mark in relation to cost and time estimates, therefore we cannot afford to exceed our cost and time calculations on this project despite not having all the necessary detail. Hence research is important at this early stage of the project.

Requirements 

The following high-level requirements have been agreed on. 

1 Business Requirements:

1. The Customer Care Centre must be refurbished to company standards

2. Staff must be trained/retrained to use the new system.

3. The system will be functionally simple so that customers will find it easy to use.

4. Enhancement/update of the services offered by the new system can be quickly and easily undertaken by Zanpac Financial Services staff.

5. Security is of paramount importance but the ease of use must not be sacrificed.

6. Required business data must be migrated to the new financial system.

7. The services provided by the Customer Care Centre via the new online financial system will include all facets of personal banking including (but not limited to) accounts, loans, investments, credit and debit cards, and Bpay transactions.

8. The new online financial system must interface with the company's ageing back-office information systems and database.

9. A strategy to market the new Customer Care Centre must be created and implemented. 

2. Technical Requirements:

1. An IT architecture plan for covering software, data, communications, computer hardware, network infrastructure and security must be developed.

2. Specialized communications equipment, computer hardware, network infrastructure and security solutions will be purchased under an RFP.

3. A pilot version of the new online financial system must be built, tested and evaluated before the final product is completed and released to the marketplace.

4. A new database management system is required.

5. The system must be able to handle the projected increase in customers without detracting from system performance. 

3. Software Requirements:

1. All software development for the project will be outsourced to Bancomm Software who are contracted to undertake all software development and maintenance work for Zanpac Financial Services.

2. To be determined by staff from both Zanpac Financial Services and Bancomm.

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