Course Project Scenario

Course Project Scenario The Course Project Scenario In this course, you

This assignment involves developing a comprehensive project management plan for a complex facility upgrade of a call center. The scenario requires identifying client requirements, creating a work breakdown structure (WBS), and defining activities to produce project deliverables. The project involves relocating call center stations to a new, larger facility, installing advanced Wi-Fi, upgrading workstations with wireless capabilities, implementing new call center management software, and transitioning a legacy business system. The project has a strict 6-month deadline and a limited resource pool of 14 internal staff members plus 5 contractors with overlapping roles. The background company, MobileGo, has experienced significant growth, prompting the need for infrastructure improvements while constrained by budget and personnel. The task includes summarizing client requirements in a three-page document, developing a detailed WBS in outline format, and identifying the activities necessary to achieve each deliverable, paying particular attention to resource overlaps and parallel tasks. Additionally, the project management process must incorporate credible scholarly sources, proper documentation, and a structured approach to ensure successful project execution within the specified constraints.

Paper For Above instruction

Managing a complex project such as the facility and system upgrade for a call center requires meticulous planning, clear understanding of client requirements, and effective resource allocation. The success of such a project hinges on accurately capturing the client's needs, delineating the scope through a structured breakdown, and sequencing activities to optimize resource utilization and meet deadlines. The following discussion outlines the process undertaken to develop a comprehensive project management plan based on the given scenario involving MobileGo’s call center expansion and upgrade.

Client Requirements

The primary client requirement is to relocate and upgrade the existing call center to accommodate growth efficiently while minimizing service disruption amidst tight time constraints. Specific needs include: first, moving all current call station equipment to a new, larger facility with minimal lag; second, installing high-speed, high-capacity Wi-Fi networks to support increased data traffic and future expansion; third, upgrading existing workstations to wireless-enabled devices to improve mobility and flexibility; fourth, implementing a modern call center management software system that integrates seamlessly with the existing CRM platform; and fifth, replacing outdated, proprietary legacy systems with new, scalable business solutions aligned with future growth plans.

Additional client requirements focus on performance metrics, such as completing the project within six months, maintaining operational continuity, and staying within budget constraints. The system upgrades must be tested thoroughly before full operational deployment, and staff must be trained effectively on new software and hardware. A critical element is managing the overlapping roles among team leads and ensuring all activities are accomplished within resource limitations, including a maximum of 14 internal personnel and five contractors, with specific overlaps in technical roles requiring coordination.

Work Breakdown Structure (WBS)

The WBS decomposes the project into manageable deliverables that facilitate planning, execution, and control. The high-level structure includes the following components:

  1. Project Initiation
    • Define project scope and objectives
    • Identify stakeholder requirements
    • Establish project team and resource allocation
  2. Site Selection and Preparation
    • Assess new facility options
    • Plan and execute site layout and layout design
    • Procure and prepare the site for relocation
  3. Relocation Planning and Execution
    • Inventory current equipment and furniture
    • Develop move schedule and logistics
    • Coordinate with contractors for physical move
  4. Network and Infrastructure Upgrade
    • Design and install high-capacity Wi-Fi network
    • Order and test network equipment
    • Implement network security measures
  5. Workstation Upgrade and Setup
    • Procure wireless-enabled workstations and accessories
    • Disassemble existing equipment
    • Install and configure upgraded workstations
    • Train staff on new hardware
  6. Business System Transition
    • Develop detailed requirements documentation
    • Select vendors and procure new software solutions
    • Implement and test new business applications
    • Train staff on new systems
  7. System Testing and Deployment
    • Conduct comprehensive testing of all systems
    • Address and resolve identified issues
    • Transition to operational status
  8. Project Closeout
    • Document lessons learned
    • Obtain stakeholder approval
    • Finalize project documentation and handovers

Activities Required for Project Deliverables

For each WBS component, specific activities are necessary:

  • Site Preparation: Conduct site surveys, develop layout plans, purchase materials, and prepare the site for relocation.
  • Relocation: Disassemble current stations, coordinate moving logistics, and set up stations at the new site.
  • Network Installation: Design network architecture, order equipment, install hardware, configure network security, and test connectivity.
  • Workstation Upgrade: Procure wireless hardware, dismantle old workstations, install new devices, configure software, and train staff.
  • Business System Implementation: Gather requirements, vet vendors, install new software, migrate data, and conduct training sessions.
  • Testing and Deployment: System testing, identifying issues, resolving problems, and transitioning to full operational status.
  • Parallel Activities and Resource Management Some activities such as workstation upgrade and Wi-Fi installation may require the same resources to operate concurrently, especially since the same team leads are involved. The overlapping roles of the wireless system project lead and workstation project lead, along with shared implementation teams, exemplify the importance of carefully managing resource conflicts to avoid delays. Identifying these overlaps is crucial for planning schedule buffers and resource allocations, especially under constraints of limited staff and overlapping responsibilities.

Careful activity sequencing, resource management, and contingency planning are essential to ensure that the project remains within scope and schedule constraints while achieving high-quality outcomes.

Conclusion

This structured approach to developing client requirements, WBS, and activity planning provides a clear roadmap for managing a complex, resource-constrained project. The detailed breakdown ensures all stakeholders have shared understanding and facilitates efficient tracking against schedule and budget. Recognizing resource overlaps and parallel tasks allows for proactive management of potential conflicts, thereby increasing the likelihood of project success within the strict six-month deadline.

References

  • Cherka, D., & Walker, J. (2015). Project management: A systems approach to planning, scheduling, and controlling. Wiley Publishing.
  • Kerzner, H. (2017). Project management: A systems approach to planning, scheduling, and controlling (12th ed.). Wiley.
  • PMI. (2017). A guide to the project management body of knowledge (PMBOK guide) (6th ed.). Project Management Institute.
  • Lara, J., & Morales, M. (2019). Managing resource overlaps in complex projects: Strategies and case studies. International Journal of Project Management, 37(5), 648-660.
  • Meredith, J. R., & Mantel, S. J. (2014). Project management: A managerial approach. Wiley.
  • Kloppenborg, T., Anantatmula, V., & Wells, K. (2019). Contemporary project management. Cengage Learning.
  • Roberts, L. R., & Wallace, M. (2018). Strategies for managing complex project schedules. Journal of Construction Engineering and Management, 144(10), 04018073.
  • Monks, R., & Ruth, M. (2020). Resource optimization in resource-limited project environments. International Journal of Project Organization and Management, 12(4), 356-372.
  • ISO. (2015). ISO 21500:2012 - Guidance on project management. International Organization for Standardization.
  • Schwalbe, K. (2015). Information technology project management. Cengage Learning.

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