Customer Support Inc. Case Study

Project Background

Customer Support Inc. $($CSUP$)$ is a large corporation with international clients that provides customer support related to bank, credit card, or other financial accounts of their clients. It has more than $5,000$ full$-$time employees across the United States.

Its human resources $($HR$)$ department recently completed a skills gap analysis for its workforce using resumes, employee feedback, managerial feedback, industry data, and analysis of internal data related to task completion. It identified skills gaps related to Microsoft$$ Word, Microsoft Excel, Microsoft Outlook, and its new CRM software that needed to be improved across the organization. HR also projects a $10\%-15\%$ productivity improvement across its workforce by providing training to its workforce to increase skills in these software programs.

The IT department has been assigned the project of providing access to a third$-$party vendor$$s training materials to all its employees. The courses taken must be tracked within each employee$$s HR record, which uses a separate HR software package. Each employee will have a set of courses linked to their annual performance assessment, which is tracked using the same HR software. Employees can only earn their full bonus if they complete the courses their managers assign to them and link to their performance assessment.

You can assume that the project will take $5$ months with an initial cost estimate of $$150,000.$

Work Breakdown Structure $($WBS$)$