In response to reading this case study and answering the attached questions, use the answers below or some of it you think accurately respond to the expectation of the assignment to comprehensively answer each of the questions in a tailored personified/customised manner, using explanations and paragraph format where necessary.

Gore Mutual Insurance Case Study Gore Mutual has realized that they can no longer operate effectively unless they redesign their current systems and build a document management system. They want to build/configure this document system using their internal IT resources along with some additional contracted employees as needed. Currently they process all their claims through two customer support centres. One is located in Cambridge Ontario and one is located in Fredricton New Brunswick. A central 1-800 number routes all clients calls to these 2 support centres. Client calls include policy information changes, quotations, new coverage and services, and all support calls are automatically routed to one of the client support centres. The area code of the actual call as the primary routing criteria. Each centre is responsible for clients in a specific region of the country and maintains paper files for the clients in that region. If a call is misrouted or if a call comes from an area code not defined in the system, the call will be rerouted manually by an operator. Gore mutual is developing several new business applications to support the growth of its' business in new regions. From the CEO's point of view and with support from the board, the goal is to grow the size of the business dramatically - a minimum of 15% by 2028. This redesign and digital document system will improve efficiency and increase productivity. If growth goes as planned, Gore Mutual would like to add an additional call centre to handle the new business. In addition, for some of the new regions which it would like to do business, there are many regulatory differences compared to the areas in which they currently do business, which means that new processes and operating methods will need to be designed and implemented. Core business requirements: a. New call centre operator applications feature - ability to add, modify, client data in real time b. New management reports for internal and external use (regulator and board reports) c. Electronic document management

After reading the case details you can see a lot of work is being planned for the company. We can appreciate the many tasks involved with a project of this size and complexity and scale. And we can see many risks that you, the Project manager along with your project team will have to work your way through. You have been assigned as the PM to this project (because you aced your Project Management semester 1 courses) you are also well versed in risk management and risk planning. 1) Review the case study details and outline the steps you will take to create a high-level project plan for this project, remember your project phases and ensure you identify your key stakeholders and project sponsor.

2) From the plan above in question 1 and with the details from the case study, outline how you will manage risk for this project. What will you use to monitor and control your risk? How will you consolidate all the risks you identified, etc ? NOTE we discussed this 'tool' in detail and you saw many examples of it in class: the tool is Risk register.

Question 1: High-Level Project Plan

Key Stakeholders and Project Sponsor

Project Sponsor: CEO of Gore Mutual

Key Stakeholders: IT Department Customer Support Centers in Cambridge and Fredericton Contracted IT consultants Compliance and Regulatory Teams Board of Directors

Project Phases

Initiation Define project scope and objectives Identify key stakeholders Develop a business case and secure approvals

Planning Conduct detailed requirements gathering for the document management system Develop a project timeline and resource plan Create a communication plan to ensure all stakeholders are informed

Execution Develop and configure the new system using internal and contracted resources Implement new call center applications for real-time customer data management Design electronic document management processes

Monitoring and Control Regularly review project progress against objectives Track key performance indicators Update stakeholders on progress and any issues

Closure Conduct a project review and gather feedback Ensure transfer of knowledge to internal teams Close contracts with external consultants

Areas of the Business Involved

Customer Service IT Regulatory Compliance Human Resources (for training development) Finance (for budget oversight)

Question 2: Risk Management Plan

Risk Identification and Assessment

Utilize workshops and brainstorming sessions with stakeholders. Conduct a risk assessment to evaluate the probability and impact of each risk.

Risk Monitoring and Control

Use a risk register to document and track risks. Assign a risk owner responsible for managing each identified risk. Implement regular risk reviews during project status meetings.

Risk Register Format:

| No. | Risk Event or Condition | Consequence | Probability | Impact | Risk Level | Risk Modification Plan | Risk Owner | Residual Probability | Residual Impact | Residual Risk Level | |-----|-------------------------|-------------|-------------|--------|------------|------------------------|------------|----------------------|-----------------|---------------------| | 1 | If regulatory requirements change | Project delays due to redesign | Medium | High | High | Develop a flexible compliance framework | Compliance Lead | Low | Medium | Low | | 2 | If internal resources are unavailable | Project timeline is extended | Medium | Medium | Medium | Hire additional contracted resources | HR Manager | Low | Low | Low | | 3 | If data migration issues occur | Incomplete data transition | High | High | High | Conduct thorough testing and backup | IT Lead | Medium | Medium | Medium |

Risk Management Tools

Risk Register: To document and track all identified risks. Regular Risk Assessment Meetings: To evaluate and manage any new risks or changes. Contingency Plans: To address potential high-impact risks proactively.