Scenario:

You are employed as a Senior Office Manager in a call centre based in London. The

company provides customer care services to a UK fashion retailer. Your company

reduces operating cost by having remote call centre agents who are based in the UK

but has got access to a network of computers, a call centre software, a headset and

a reliable Internet connection. You maintain a team of 10 people, 6 of them are

administrative clerks and 4 are senior managers who deal with customer complaints,

retention and cancellation.

The Managing Director has announced that the offices will be relocated to the area

around Salford, Manchester in order to reduce costs. He has asked you to lead a

small team from the office and involve consultants to plan and execute this move.

She wishes to retain the same size administrative team.

In his announcement, he also confirmed the three core targets associated with the

move. These include:

a) Real-time Control System: Creation of several easy-to-read dashboards and

quality heat maps which will help agents, supervisors and executives to

understand current performance and how it relates to the team and overall

goals. Ideally, the new system should be able to provide an aggregated

view of real-time and historical data in addition to regular reports. Agent

scorecards and recorded calls should also be accessible through the new

system for easy drill down within the same tool.

b) Remote Trainings: The call centre agents need to be aware about changing

industry trends and should be able to adapt according to the technological

advancements. In a call centre industry, these upgradations or add-ons

happen way too fast. Creating a mechanism to carefully hand-pick

strategies to train all the remote call centre agents accordingly, via video,

voice or chat modules.

c) Continuing Profitability: Continuing to grow business income by 10% annually

by reducing the physical costs associated with business premises

management, improving the IT systems for the business and minimizing

the human resource costs associated with the move particularly

associated with redundancy, recruitment and training by using innovative

cloud based solutions.

Task 1 of 2 Management Report

As a trusted and valued employee, the Managing Director (MD) has asked you to

use your academic knowledge and professional skills to carry out a project that will

achieve one of the three core targets that were announced.

He has asked you for an initial report which should reassure the senior

management team your capability in dealing with the project and its stakeholders.

Instructions

In your report:

a. Examine the role of project management in achieving business objectives.

b. Explain the application of key concepts and principles of project management

in different business environments.

c. Appraise business objectives in order to determine potential projects.

d. Examine key leadership and management theories related to the project

management.

e. Develop role and responsibilities of the project manager for a project.

f. Develop a project organogram identifying roles of key project team members.

g. Determine sources of finance available for a project.

h. Assess the feasibility of a proposed project.

i. Prepare a detailed project plan with high level estimates of time, resources

and costs that meet agreed milestones.

j. Explain the key contents of a project communication plan.

k. Evaluate the benefits of a project communication plan to stakeholders of a

project.

l. Analyze the factors that can affect communication during a project's life span.

The Managing Director (MD) has read your report and agreed with the project

specification and project communication plan. He has asked you to create

presentation for the senior management team to explain your contingency plans and

closing phases of the project. You will provide speaker notes at the end of the

session.

Task 2 of 2

you need to:

a. Evaluate risk factors that may impede completion of your chosen project.

b. Design systems and measures to monitor and appraise the status and

progress of your chosen project.

c. Develop contingency plans to help mitigate potential delays in the progress of

your chosen project

d. Explain the closing stages of your chosen project.

e. Assess the importance of project evaluation.