Strategic Quality & Project Management - Management Assignment Help

Assignment Task

EXECUTIVE SUMMARY
This paper serves to highlight the project about the introduction of a complaints management tool in the central bank. The paper covers the project initiation document, project planning, risk assessment of the project and project life cycle. Primary and secondary data has been assessed and analysed to discuss the project life cycle approaches, in this regard, quality improvement has been discussed mainly focused on quality control issues. In the paper the waterfall and agile approaches will be discussed.
Introduction

TASK 1: PROJECT INITIATION DOCUMENT
To: Governor From: Director, BSD
Date: September 6, 2021
Proposal: Introduction of a Complaints Management Software Application – Complaints Management System (CMS)
Project Title: Introduction of Complaints Management System
Project Leader: Director, BSD
Proposed Duration: 91 days
Approval Requested from: Governor
Purpose of the Document
This document forms a basis to seek approval to introduce a CMS. The PID addresses among others project objectives; projected budget; activities, deliverables; project activities, timeliness as well main stakeholders and their responsibilities.
Project Background and Context
Complaints management process takes more than a month to be closed and recording of the complaints is manual. This has resulted in unsatisfied customers, loss of trust in the bank and lot of information omissions of information owing to the manual capturing and processing. In order to gain the public’s trust the bank should close the complaints as quick as poosible within 7 days.
3.OBJECTIVES3.1The primary objectives of the project are:
Introduce the on-line complaints management system to eliminate manual handling;
Ensure the complaints are processed in a timely manner hence promoting public confidence in the banking system;
Deliver the project within the set budget of P1.7 million;
Finish the project within the set deadline of…………….; and
Deliver a project that is of high quality and free from errors and omissions.
5.ASSUMPTIONS, CONSTRAINTS AND RISKS 5.1The project has been structured and based on the following assumptions:
(i)the system will be able to integrate with the submissions from the customers, banks and produce reports as per the requirements;
(ii)there will be limited human intervention in the captured information;
(iii)the system will allow for the development of a historical data; and
(iv)the system will be adaptable to the introduction of new features.
The project may be impacted upon by the following constraints:
(i)lack of full time personnel resources designated to the project; and
(ii)lack of system analysts support during the initial stages of the project.
Project Scope Statement
The scope of the project covers:
Purchasing of laptops for the 20 staff members and desktop to be used by the public that would visit the Bank to lodge complaints;
System development including hardware and software installation;
Installation of the system in all the staff members’ laptops;
Conduct integration testing and support, and rollouts;
System training of the staff and respective bank’s personnel; and
Provision of support after implementation for one year at no cost.
Out of Scope
Files without a predefined format would not be processed by the system.
Importing of historical data from hard copies would not be supported, however, staff would have to capture the information in word or excel for the system to accept.
Project Deliverables
There will be specific deliverables as per milestones, however, the main deliverable is to successfully implement the system and it performs as expected.
Project Cost Analysis
The project would cost an estimated P1 million and would be paid in phases. Below is a summary of the cost breakdown:
Name Percentage cost Actual Pula Amount Milestone 1 25% 250 000 Milestone 2 25% 250 000 Milestone 3 25% 250 000 Milestone 4 25% 250 000 Project Benefit Analysis
abPROJECT ORGANISATION: Project Team and Roles
Team Role
Project Leaders responsible for liaising with the consultants on behalf of the Bank
Task Force responsible for ensuring that the implementation tasks and tests are successfully carried out.
Project Sponsors responsible for editing and endorsing the Project Charter, reviewing the resulting project progress and status reports, and assisting in providing overall guidance and direction of the project. This group also controls all the resources of the project.
Application Testing Team responsible for performing tests on the System, examining the results, recording findings and making recommendations
Test Platform and System Administrators responsible for ensuring hardware preparation,
setting up the test environment and
implementation of the System.
Training Testing Exercise responsible for overseeing the testing exercise. The managers of the respective departments are responsible for overseeing various aspects of the testing exercise and for ensuring that their designated staff conduct the allocated tests in accordance with the detailed system, test plans and schedule of activities.
PROJECT STAKEHOLDERS
Stakeholder Responsibilities Interest Level of interest/influnceCommunication Plan
The weekly updates will be provided by the project leaders. A monthly report will be prepared which will cover all project updates including, scope, objectives, budget, changes and quality related issues. Furthermore, a dashboard shoeing progress will be provided by the vendor.
Task 2: Project Plan
The initial project plan outlines how and when the project activities would occur. The vendor and the Bank would work together to update the project plan on a need basis to reflect the current project status during the period of the project.
Project plan assessment.Prepare Gann Chart and critical path (highlight in red)
Using Project Management Software, develop a detailed Project Plan, identifying (as a minimum) activities, dependencies, timescales, and resources which need to be considered. You should also develop detailed costings, as far as you are able, using an Excel spreadsheet. These can be presented electronically only, and do not require further explanation. They should make sense without explanation.
Assess your project plan and identify if there are any critical path(s) and whether there are any areas of ‘slack’ in your project plan?
Evaluate specifically how you will measure, monitor, and control the implementation of your project plan.
Also consider any specific quality issues which may be relevant to your project, and how you will manage them.
Project Tasks:
Task 1: Project ininitiation and planning
Task 2: Requirements definition stage
Task 3: Design and configure
Task 4: Execution of the project
Task 5: User Acceptance Testing
Task 6: Go live
Task 7: on-going support
Summary of project Stages and related Costs
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