Phase 1: Initiating Scenario The information Age changes our perception of time and customer service. Customers now expect, and often receive, instantaneous satisfaction at all times - at home, at wark and on the road , Just as the internet and c-business have transformed expectations in the home and at work, customers are growing to expect a transfurmation in their automotiles. PushForHelp is in a tinique position. Where telephone, oable and utility companies compete for a portal into the home, PushFarHelp leverages a dominant position as the portal into the autamobile. Furthermore, PushForHelo plans to not only service Generic Motors customers but also to expond into service of the custamers of ather autamotive manufacturers. PushForHelp's large, captive audience represents incredible service opportunities, especially when combined with the amount of customer information available to PushFor telp including customer location Key to PushForHelp's success is providing the right service at the right time using the fight information. There is no doubt, PushForHelo faces tremendous opportunity but that opportunity requres change. The Ievel of functionality and information that PushFarHelp could deploy to acvance toward that opportunity is extensive. While the long-term vision is to implement change in all aspects of the call centericontact center, it is more practical to addiess the change in parts. One of the many aspects of required change is the expansion of call centericontact center capacity to service current and anticipated PushForHelp customers. Through the request for proposal, Generic Motors - PushFortelp is soliciting assistance for the implementation of a Virtual Contact Center including an increase in call center/contact center capacity. The assistance includes technical, functional and managerial services and should link the expansion effort to PushForlelp's business and value propasition. 1. Increase capacity of call centericontact center by creating three points of cantact for customer 3. Telephone b. Internet c. Automobile 2. Reduce average handle call time (AHCT) by 25 for each custamer without sacrificing quality of service 3. Increase customer satisfaction by reducing the number of customer complaints filed 4. Reduce cast of call centericantact center 1. Deveinp a business case for the project. Use the template provided in Template folder 02_Eusiness Case and Financial analysis. Be as specific as possible in the various sections. For Sections 1 \& 3 of the Business Case- Summarize the ahove-proposed project in a simple table format suitable for presentation to lop management. Include the name of project, identify how it supports business strategy, assess the potential financial benefits and other benefits of the praject, and provide your initial assessment of its value to the Company. Assume the praject will take 2f months to complete and cost about $25,000,000 with a discount factor of 8%. Add notes bek spreadsheet explaining your choices of dallars. 2. Prepare a prolect charter for PushForHelp's Virtual Contact Center, Assume the project will take 2 months to complete and onst about $25,000,000. Use the project charter template provided in Template foider 3. Prepare a deliverables log for this project, using the template provided in Template folder. 4. Prepare a stakeholder regiater and stakeholder management/communication plan for this praject, using the template provided in Template folder be creative in making up infomation about stakeholders, if it's not pravided. Phase 2: Planning Task 6. Develop a camprehensive Project plan using any af templates provided in Template folder (Uo_Project Plan). Wake sure that you assicn resources to the tasks in the Gantt chart using either MS Project ar regular Excel. - Assume that you and each team member warks an average of farty hours per week an the project and Project manager earns \$10J per hour and the other team members and support Staff earn $60 per hour. - Assume no one is paid overtime. - Assume team members can work up to full time on the project and support staff can work up to ten hours per week. Remember that your budget for the 24 month project is $25,000,000. - Assume all costs are far internal labar. - Include a ane-page screen shot of the Entry table's task name and duration \& the Gantt nhart showing resources and oosts. Use the template in Template. Be sure it is based on the project charter, business case, and other relevant intormation Phase 3: Executing Task 7. Create a Risk log far the project. Include at least ten risks. Use the templates in Template folder (it can be a template within 06_Project Management Plan, or template within 0/_Risk_Issue_Change Management Pan) Phase 4: Monitoring and Controlling Task 7. Create an Issue Log listing both internal a id Ate/55eal issues that have occurred to your project team during today's work on this assignment her Aleast 6 issues. Use the templates in Template folder (it can be a template within Ut_Project Management Plan, or template within 07_Risk_Issue_Change Management Plan). Task 6. Develop a comprahensive Project plan using any af templates provided in Template folder (D_Project Plan). Make sure that you assign resources to the tasks in the Gantt chart using either MS Project ar regular Excel. - Assume that you and each team member warks an average of torty hours per week an the project and Project manager earns $1CO per hour and the other team members and support staff earn 360 per hour. - Assumeno oneis paid overtime. Recommend Convert this document and share it as an image Phase 3: Executing Task 7. Create a Risk log for the project. Include at least ten risks. Use the templates in Template folder (it can be a template within 06_Project Management Plan, or template withn 07_Risk_issue_Change Management Plan). Phase 4: Monitoring and Controlling Task 7. Create an Issue Log Isting both internal and external real issues that have occurred to your project team during todays work on this assignrment. Have at least 6 issues. Use the templates in Template folder iit can be a template within 06_Project Management Plan, or template within 07_Kisk_ssue_Change Management Plan). Phase 5: Closing Task B. Prepare a shart presentation with ten to fifteen slides. This is your final project presentation to top management is next week. You did meet your schedule goal, and the final cost for the whole system was about $26,500,000. Top management is pleased with the results, even though it cost about \$1,500,000 more than planned. 9. The Cio wants to know estimation of project's value for the Company. Thus, make a high level financial analysis: - Assume the project cost $25,000,000 in year 0 - Starting at year 1, nunning/operational costs each year are estimated to be 20 of the initial - investment cost. - Assume the benefits of the basic system are canservatively projected to be $5,000,000 each year (starting at year 1 ) for the life of the Center. - Assume a 10-year Center life and use discount rate af a" in calculating the ROI, NPV, payback period and IRR. - Use the same information but assume a the project cost $26,500,000 in year 0 You can use the template for prepanng business case financials within folder 02_Business Case and Financial analysis (sheet: Set 1 1 - High Level Fin.Analysis at SSBM_MBA_PM_Template_2_Financial_Analysis). SSBM_MBA_PM_Template_2_Financial_Analysis). Additional information you may use if you find it useful: Organization The chart below represents ous proposed nanagoment structise for ongagement. Project Roles Specific functions and responsibilities assoolated with each primary role depicted on the organizetion chart are described in the table below. Phase 1: Initiating Scenario The information Age changes our perception of time and customer service. Customers now expect, and often receive, instantaneous satisfaction at all times - at home, at wark and on the road , Just as the internet and c-business have transformed expectations in the home and at work, customers are growing to expect a transfurmation in their automotiles. PushForHelp is in a tinique position. Where telephone, oable and utility companies compete for a portal into the home, PushFarHelp leverages a dominant position as the portal into the autamobile. Furthermore, PushForHelo plans to not only service Generic Motors customers but also to expond into service of the custamers of ather autamotive manufacturers. PushForHelp's large, captive audience represents incredible service opportunities, especially when combined with the amount of customer information available to PushFor telp including customer location Key to PushForHelp's success is providing the right service at the right time using the fight information. There is no doubt, PushForHelo faces tremendous opportunity but that opportunity requres change. The Ievel of functionality and information that PushFarHelp could deploy to acvance toward that opportunity is extensive. While the long-term vision is to implement change in all aspects of the call centericontact center, it is more practical to addiess the change in parts. One of the many aspects of required change is the expansion of call centericontact center capacity to service current and anticipated PushForHelp customers. Through the request for proposal, Generic Motors - PushFortelp is soliciting assistance for the implementation of a Virtual Contact Center including an increase in call center/contact center capacity. The assistance includes technical, functional and managerial services and should link the expansion effort to PushForlelp's business and value propasition. 1. Increase capacity of call centericontact center by creating three points of cantact for customer 3. Telephone b. Internet c. Automobile 2. Reduce average handle call time (AHCT) by 25 for each custamer without sacrificing quality of service 3. Increase customer satisfaction by reducing the number of customer complaints filed 4. Reduce cast of call centericantact center 1. Deveinp a business case for the project. Use the template provided in Template folder 02_Eusiness Case and Financial analysis. Be as specific as possible in the various sections. For Sections 1 \& 3 of the Business Case- Summarize the ahove-proposed project in a simple table format suitable for presentation to lop management. Include the name of project, identify how it supports business strategy, assess the potential financial benefits and other benefits of the praject, and provide your initial assessment of its value to the Company. Assume the praject will take 2f months to complete and cost about $25,000,000 with a discount factor of 8%. Add notes bek spreadsheet explaining your choices of dallars. 2. Prepare a prolect charter for PushForHelp's Virtual Contact Center, Assume the project will take 2 months to complete and onst about $25,000,000. Use the project charter template provided in Template foider 3. Prepare a deliverables log for this project, using the template provided in Template folder. 4. Prepare a stakeholder regiater and stakeholder management/communication plan for this praject, using the template provided in Template folder be creative in making up infomation about stakeholders, if it's not pravided. Phase 2: Planning Task 6. Develop a camprehensive Project plan using any af templates provided in Template folder (Uo_Project Plan). Wake sure that you assicn resources to the tasks in the Gantt chart using either MS Project ar regular Excel. - Assume that you and each team member warks an average of farty hours per week an the project and Project manager earns \$10J per hour and the other team members and support Staff earn $60 per hour. - Assume no one is paid overtime. - Assume team members can work up to full time on the project and support staff can work up to ten hours per week. Remember that your budget for the 24 month project is $25,000,000. - Assume all costs are far internal labar. - Include a ane-page screen shot of the Entry table's task name and duration \& the Gantt nhart showing resources and oosts. Use the template in Template. Be sure it is based on the project charter, business case, and other relevant intormation Phase 3: Executing Task 7. Create a Risk log far the project. Include at least ten risks. Use the templates in Template folder (it can be a template within 06_Project Management Plan, or template within 0/_Risk_Issue_Change Management Pan) Phase 4: Monitoring and Controlling Task 7. Create an Issue Log listing both internal a id Ate/55eal issues that have occurred to your project team during today's work on this assignment her Aleast 6 issues. Use the templates in Template folder (it can be a template within Ut_Project Management Plan, or template within 07_Risk_Issue_Change Management Plan). Task 6. Develop a comprahensive Project plan using any af templates provided in Template folder (D_Project Plan). Make sure that you assign resources to the tasks in the Gantt chart using either MS Project ar regular Excel. - Assume that you and each team member warks an average of torty hours per week an the project and Project manager earns $1CO per hour and the other team members and support staff earn 360 per hour. - Assumeno oneis paid overtime. Recommend Convert this document and share it as an image Phase 3: Executing Task 7. Create a Risk log for the project. Include at least ten risks. Use the templates in Template folder (it can be a template within 06_Project Management Plan, or template withn 07_Risk_issue_Change Management Plan). Phase 4: Monitoring and Controlling Task 7. Create an Issue Log Isting both internal and external real issues that have occurred to your project team during todays work on this assignrment. Have at least 6 issues. Use the templates in Template folder iit can be a template within 06_Project Management Plan, or template within 07_Kisk_ssue_Change Management Plan). Phase 5: Closing Task B. Prepare a shart presentation with ten to fifteen slides. This is your final project presentation to top management is next week. You did meet your schedule goal, and the final cost for the whole system was about $26,500,000. Top management is pleased with the results, even though it cost about \$1,500,000 more than planned. 9. The Cio wants to know estimation of project's value for the Company. Thus, make a high level financial analysis: - Assume the project cost $25,000,000 in year 0 - Starting at year 1, nunning/operational costs each year are estimated to be 20 of the initial - investment cost. - Assume the benefits of the basic system are canservatively projected to be $5,000,000 each year (starting at year 1 ) for the life of the Center. - Assume a 10-year Center life and use discount rate af a" in calculating the ROI, NPV, payback period and IRR. - Use the same information but assume a the project cost $26,500,000 in year 0 You can use the template for prepanng business case financials within folder 02_Business Case and Financial analysis (sheet: Set 1 1 - High Level Fin.Analysis at SSBM_MBA_PM_Template_2_Financial_Analysis). SSBM_MBA_PM_Template_2_Financial_Analysis). Additional information you may use if you find it useful: Organization The chart below represents ous proposed nanagoment structise for ongagement. Project Roles Specific functions and responsibilities assoolated with each primary role depicted on the organizetion chart are described in the table below