Introduction ; Creat a project brief

You$$re joining your first project as a project manager at Moodies. You have worked with company leadership previously and based on your experience with their products, they have asked you to take on a new initiative to help them update the company$$s customer service portal. The goal is to reduce the large volume of hands$-$on responses customer service reps need to provide.

As a Project Manager it is your job to help organize the information you received from the emailubject: Moodies Customer Support Project Update $,$into a concise and comprehensive document. This document will serve as the project brief, preparing the team for kick$-$off.

Dear Project Manager,

I hope you're doing well. I wanted to share some exciting news about our upcoming project at Moodies. With our Moodies shoes gaining immense popularity, we're facing a surge in customer inquiries. To tackle this challenge and enhance our customer support, we're launching a project to improve our customer service website and introduce a chatbot for quicker responses.

Project Overview:

$-$ Project Name: Moodies Customer Support Redesign

$-$ Duration: Approximately six months

Project Goals:

$-$ Update the customer service website with relevant content.

$-$ Implement a chatbot to address common customer questions.

$-$ Decrease time spent by support representatives.

$-$ Improve response times, issue resolution, and customer satisfaction.

$-$ Reduce customer inquiries on social media.

Budget:

Our budget is pending approval and may not have room for changes once finalized.

Success Criteria:

Our success will be measured by:

$-$ A $20\%$ increase in customer satisfaction.

$-$ A $40\%$ reduction in support reps' time on inquiries.

$-$ An $80\%$ reduction in social media inquiries.

$-$ Reducing issue resolution time from $4$ to $2$ days.

$-$ A $40\%$ or more significant drop in inquiries based on internal testing.

$-$ Achieving $70\%$ or higher positive customer feedback during focus group testing.

Key Roles:

Critical roles for this project:

$-$ Head of Customer Service

$-$ Product Owner

$-$ Project Manager $/$ Technical Project Manager

$-$ Engineer

$-$ Product Designer

$-$ Content Author

$-$ Quality Assurance Tester

Milestones:

Our main project milestones include:

$-$ Identifying and writing new content.

$-$ Designing the page for new content.

$-$ Implementing content on the website.

$-$ Testing and Quality Assurance.

$-$ Training support representatives.

Notes:

$-$ Legal and regulatory teams have approved the content.

$-$ At least three support reps will participate in testing.

$-$ The project sponsor will approve the release upon meeting the criteria.

This project will significantly enhance our customer support and cater to the growing demand for Moodies shoes. I look forward to your valuable input and dedication to making this project successful. Feel free to reach out if you have any questions.

Thank you for your commitment to this vital project.

Best regards,

CEO, Moodies

Prompt $/$question

What is considered in scope in this scenario?

What is considered out of scope in this scenario?

What project milestones would you include in your project brief?

What information is relevant to include in the timeline section of your project brief?

What do we not yet know about the timeline?

Who is responsible for identifying risks?

What is an example of a constraint?

What are the assumptions included in this project?