CASE SCENARIO Project scope statement normally describes the project objectives, scope, summarized costs, and resource requirements. The following scope statement particularly captured six major items: strategic goals, tactical goals, milestones, constraints, assumptions, and specifically excluded scope. Project Scope Statement Strategic Goals Improve customer service for products and service by 5 percent via deployment of a new customer relationship management software. Time: Finish by September 15, 2020; Cost: $150,000; Quality: Per service level agreement Tactical Goals Analyse workflow, configure software, develop prototype, and release software. Major Deliverables: Workflow analysis, configure settings, prototype, training, release Key Milestones Workflow analysed by March 15, 2020 Configure complete by April 15, 2020 Prototype complete by August 15, 2020 Training complete by August 15, 2020 Release by September 15, 2020 Major Constraints Our key developers will not be available in June because of their visit to our European ally. Major Assumptions Configure software to meet our workflow; we will not change our workflow to meet software. Specifically Excluded Scope This project does not include training on customer service skills.

Task 1: Initially you will select your chosen company, where the workflow of the product or service needs to be studied, identified and pictured clearly. The main goal of this project is to improve the customer service for products and services via deployment of a new customer relationship management software. Task 2: Your next task is to design a project charter that includes, background of the project, project objectives, main project success criteria, roles and responsibility of project stakeholders, and risk and dependencies. Task 3: Design a Gantt Chart schedule that includes, work break-down structure (WBS), start and end date of each task, responsible person to perform the task and proceeding task/s. It is important to mention that, WBS is required for all the stages (i.e., workflow analysis, configure setting, prototyping, training and releasing the software) mentioned in this project. Moreover, you should include the relevant sub-stages necessary to complete the project. It is compulsory that students use Microsoft Project to complete WBS, allocate time and resources. Task 4: Discuss a risk assessment plan. This should include: identifying possible risks, performing qualitative and quantitative risk analysis and planning for risk responses. To identify risks, you should apply common risk identifying techniques (for example, brainstorming, Delphi technique, interview, SWOT analysis, fish bone diagram etc.). For the simplicity, you need to apply risk assessment plan at only one stage of the project (i.e., workflow analysis, configure setting, prototyping, training and releasing the software). Task 5: The final task is to critically analyse a controlling and monitoring method. Monitoring and controlling are aimed primarily at the scope, schedule, costs, and risk. Propose a controlling and monitoring method that suits for your project. Students can apply any one of the methods (earned value management (EVM), to complete performance index (TCPI), estimate at completion (EAC), estimate to completion (ETC) and performance reviews).