create risk management plan b
create a risk management plan.
I have attached the example, and the template. I have also attached the project it has to be done on.
Running head: PROJECT MANAGEMENT 1
PROJECT MANAGEMENT 2
Interactive Voice Response
LaShanda Lewis
Webster University
30 Sept 20
PROJECT TOPIC: Establishment of Cloud-based Interactive Voice Response
Introduction
In the recent past, many businesses have adopted technology in their business processes to enable them to attain efficiency that will contribute to these businesses’ competitive advantages against their industry rivals. One way through which companies have attained efficiency in their business processes is through the use of cloud computing. The provision of computing services virtually through an internet-based cloud helps the company be flexible and creates reliability for such companies.
An Interactive Voice Response is a customer service technology that enables the apt answering of customers’ frequently asked questions throughout the day and night and transfers call to available agents where there is a need for a detailed explanation. A cloud-based IVR system is one that relies on virtualization techniques like server virtualization. This system is projected to have numerous advantages for the company. As such, conclusions from the last executive meeting tasked the IT team with the responsibility of setting up a cloud-based IVR system in the company.
DESCRIPTION OF THE PROJECT
Purpose
The purpose of this project is to introduce an automated interactive voice response over the cloud. This project will ensure that customer service needs are taken care of without draining the team. With the implementation of this project, the customer services team will be left with more time to work on other essential customer relations management, thus improving the workforce’s productivity. This project also covers the training of all the teams on the operation of the IVR system.
Measurable Objectives and Related Success Criteria
This project aims to develop an automated customer interaction system to improve the efficiency of customer services in the company. The success of this project will be measured in two ways. First, the improved customer satisfaction levels with the company will be evaluated. High levels of customer satisfaction will mean that the project is successful. Second, the project will be measured on the efficacy of its use by the customer relations and marketing teams. Because the project deliverables entail training of the staff, effective use will determine this project’s success.
This project requires the infrastructure needed to set up the IVR system. Besides, we need cloud service provision with desktop virtualization, server virtualization, and a hypervisor with a complete database and nodes.
High-level project description, boundaries, and critical variables
This project is an establishment of a cloud-based IVR system. The project requires cloud servers and databases that will contain all customized information about the company. Most of the information will include customers frequently asked questions. The system will be used by the marketing team and the customer relations team. Other services offered by the cloud service providers will be used to exploit the IVR system further. The project also entails training of the marketing and customer service teams on the use of IVR systems.
Project Risks
This project is a relatively new technology, and as such, there is limited knowledge from my team. This may lead to risks of underestimation of the resources needed to set up this system, both human and monetary resources (PMBOK guide, 2017). We are also likely to face a risk of regulations by the government. Americans with Disabilities Act mandates for all telecommunication services to have incorporated ways people with disabilities can use them. We face a risk of regulation on this basis.
Summary of Scheduled Milestones
The project is divided into three phases. The first phase entails the gathering of information and analyzing it. This will help us understand the needs of the trams and incorporate it into our design. This will take two weeks. The next phase then involves prototyping designs, assessment, and picking and designing the best prototype. This phase also includes the introduction of the design to a few members to identify loopholes. This phase will take six weeks. The final phase, which will take two weeks, will include training the teams to use this system.
Resources and Key Stakeholder list
The budget allocated for this project should cover a project team comprising of three information technology analysts, eight developers, project managers, and the infrastructure needed to set up the system. Key stakeholders in this project are the executive team, sales team, IT team, customers, and the customer relations team. All of these stakeholders should be involved in designing the deliverable and critiquing its efficacy.
Project exit Criteria
Upon completing the infrastructure and training of the sales and customer relations teams, the project will be terminated (Atson, 2019). The effective use of the systems and statistics on impr5oved customer satisfaction levels will be used as auditing materials two months after determining any corrections to be made on the project.
References
Atson B. (2019) Write a project charter: How-to Guide, Examples & Template. The Digital Project Manager. Retrieved from
https://thedigitalprojectmanager.com/project- charter/amp/
A guide to the project management body of knowledge: PMBOK guide (2017) Sixth edition. Project Management Institute, Inc. ISBN: 978-1-62825-184-5. Pp 75-81
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[Company] [Company Address] |
Tel: Fax: |
[Company Phone] [Company Fax] [Company E-mail] |
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December 18, 2013 |
[Ref. number] Marc Arnecke, PMP |
[Sub-Project, phase, etc.]
The project risk management plan is a component of the project management plan that describes how risk management activities will be structured and performed.
Revisions and Distribution
Revision
Release date
Distributed to*
Client
Consultant
JV Main office(s)
All project mgmt. dept.
Sub-contractors
Suppliers
Rev. 0 (draft)
29/10/2013
*) Detailed distribution lists shall be prepared for each distribution event. Further details as per the project communication plan
Amendments
The Project Risk Management Plan from time to time may require updates. Any amendment to this plan shall be informed to the change control board by use of the change request form and approved by the project change control board prior to distribution. Only revised parts of the plan will be distributed along with the approval and shall be accompanied by instructions how to implement the changes.
The initial page numbering system (to be added upon initial approval) will be a normal continuous numbering displayed in the lower right corner of each page. In the event that pages have to be added, characters shall be added to the number. In case entire pages are deleted, the corresponding page shall be replaced by a blank page stating “page removed”.
Each added/changed page shall have the revision number and date of approval displayed on the bottom of the page.
Project Sponsor Approval
Prepared by:
Reviewed by:
Approved by Proj. Sponsor:
Place, dd/mm/yyyy
Place, dd/mm/yyyy
Place, dd/mm/yyyy
Marc Arnecke, PMP
Designation
Name
Designation
Name
Designation
Table of Contents
Revisions and Distribution
Amendments
Project Sponsor Approval
Risk Management Approach 1
Methodology
2
Roles and Responsibilities
3
Budgeting
4
Timing
5
Risk Categories
6
Risk Probability and Impact
7
Definition
7
Probability and Impact Matrix
7
Stakeholder Tolerances
8
Reporting Formats
9
Tracking
10
Attachments: 11
This template is downloaded from project-management.magt.biz
This template is downloaded from project-management.magt.biz
[Project Name]
Project Risk Management Plan
Marc Arnecke, PMP [Ref. number]
IV
Risk Management Approach
Explain the processes how risk management will be conducted.
Methodology
Define tools, and data sources that will be used to perform risk management on the project.
Roles and Responsibilities
Define the lead, support, and risk management team members for each type of activity in the risk management plan, and clarify their responsibilities.
Budgeting
Estimate the funds needed, based on assigned resources, for inclusion in the cost baseline and establish protocols for application of contingency and management reserves.
Timing
Define when and how often the risk management processes will be performed throughout the project life cycle, establish protocols for application of schedule contingency reserves, and establish risk management activities for inclusion in the project schedule.
Risk Categories
Provide a means for grouping potential causes of risk.
Risk Probability and Impact
Definition
The quality and credibility of the risk analysis requires that different levels of risk probability and impact be defined that are specific to the project context.
Probability and Impact Matrix
Probability
Very high
High
Medium
Low
Very low
Very low
Low
Medium
High
Very high
Impact
Stakeholder Tolerances
Explain the acceptable limitations of time and cost contingency reserves.
Reporting Formats
Reporting formats define how the outcomes of the risk management process will be documented, analysed, and communicated.
Tracking
Tracking documents how risk activities will be recorded for the benefit of the current project and how risk management processes will be audited.
Attachments:
Attachment 1
Attachment 2
Marc Arnecke, PMP [Ref. number]
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