PM FPX 4060 Assessment 3 Project GCSP

PM FPX 4060 Assessment 3 Project GCSP

Student Name

Capella University

PM-FPX4060 Risk Management in Project Management

Prof. Name:

Date

Project Charter

This project charter outlines the necessary components for upgrading Webster Insurance’s current customer service platform to the GCSP (Guided Customer Service Program).

Project Title: Guided Customer Service Program
Project Start Date: June 1, 2021
Project Finish Date: May 31, 2023

Budget: The project has a total budget of $2,000,000. This amount is allocated as follows:

• Project management and oversight = $150,000
• System design and architecture = $600,000
• Installation and migration of software = $150,000
• Migration of all systems into the new program = $100,000

The project will consist of various deliverables, all fitting within the $2 million budget limit. A cost overrun exceeding 4% will render the project unsuccessful.

Project Manager: Angela Guthrie

Project Objectives:

The primary goal of this project is to implement the GCSP, replacing the existing customer service database with minimal operational disruptions. Webster Insurance’s current system can no longer support its growing membership base, resulting in frequent delays and system crashes that negatively impact customer service (Ganesh, 2020). The new platform must:

• Comply with CMS (Center for Medicare Services) requirements
• Handle both current and future business growth
• Be user-friendly and streamline operations, improving the customer experience
• Reduce handling time costs
• Increase customer satisfaction

Deliverables:

The deliverables for Project GCSP will be organized according to different phases of the project. Each phase’s requirements may evolve, and any changes must be updated and approved.

Initial Deliverables (Initiation Phase):

• Team rosters
• Project management plan
• Initial meeting schedule

Ongoing Deliverables (Design and Delivery Phase):

• List of system integrations
• Project meeting notes
• Progress reports
• Schedule updates
• System demonstrations

Final Deliverables (Delivery and Acceptance Phase):

• Completed program database and system integration
• Integration summary
• CMS compliance sign-off
• All materials paid in full
• Approval letter signature and lessons learned

Project Approach:

The objectives will be met by utilizing data from the current platform and incorporating it into the new GCSP system with enhancements for better usability. The project will focus on:

• Incorporating all essential data into GCSP in a more user-friendly format
• Monitoring milestones to ensure timely delivery
• Staying within the budget through detailed estimates and close expense tracking
• Successfully designing, building, and integrating the platform
• Ensuring compliance with Webster Insurance’s regulatory requirements

Risk Identification:

Management Risks:

• Project management structure in place with an experienced project manager
• Roles and responsibilities defined, with dedicated sponsors and stakeholders
• Risk mitigation includes detailed scope management, accurate estimation, and continuous communication among project team members

SWOT Analysis:

• Strengths: Experience with similar projects, respected insurance firm, certified team members
• Weaknesses: Integration must be phased due to business operations
• Opportunities: Grow the business while providing enhanced customer service
• Threats: Potential integration issues, system compatibility concerns, unforeseen technical challenges

Project Risks, Constraints, and Assumptions:

• Risks: Cost overruns, deployment delays, system integration problems, compliance issues
• Constraints: $2 million budget, phased deployment schedule, limited testing before full rollout
• Assumptions: Webster Insurance’s financial stability, timely system compliance, all stakeholder meetings held as planned

Roles and Responsibilities:

Team Member Signatures: The following individuals have signed below as a confirmation of their role and responsibility in the project:

Team Member Signatures:
Project Manager: Angela Guthrie
Project Sponsor: Steve Smith
Product Manager: Ingrid Sing
Human Resources Manager: Tracy Weave
Procurement Manager: Gina Willis
Project Administrator: Deb Keplin
Integration Manager: Danny Senn
Usability Manager: Joyce Miller
Customer Representative: Beatrice Jones

Project Scope: The primary goal of this project is to replace the current customer service platform while adhering to CMS compliance and HIPAA regulations. The program aims to offer an improved, user-friendly experience for call center staff, enhancing member interactions and overall customer satisfaction.

Project Overview: Project GCSP (Guided Customer Service Program) is Webster Insurance’s new initiative aimed at enhancing their customer service platform. This change is necessitated by the existing platform’s inability to scale with the company’s expanding business, leading to frequent system crashes and customer dissatisfaction. Webster Insurance has allocated a budget of $2 million to develop the new platform, with expectations of reducing average handle time and realizing cost savings. The company anticipates a return on investment (ROI) within 18 months post-deployment. Upon approval, the project will commence on June 1, 2021, with a planned completion date of May 31, 2023.

Scope of Work:

In Scope:

• Project Management and Oversight, including the design phase, budget tracking, and quality assurance (QA) and user acceptance testing (UAT) plans.
• Creation of a project schedule, including Gantt charts and resource allocations in Microsoft Project.
• The inclusion of a Salesforce contract in the product package, with design and structure files to be delivered in PDF format.
• Labor for system integration, system upgrades, training, and deployment strategy.

Out of Scope:

• Replacement of systems outside the scope of this project.
• Customer travel or lodging expenses.
• Unapproved design changes and any additional onboarding after the project completion.

Work Breakdown Structure (WBS): The Work Breakdown Structure (WBS) provides a detailed outline of the project’s key phases and tasks:

Customer Service Platform 0.0

1.0 Project Initiation
1.1 Verify Customer’s Needs/Project
1.2 Create Project Schedule/Milestones
1.3 Confirm Salesforce as Software
1.4 Determine Stakeholders

2.0 Bid Phase
2.1 Develop Bid/RFP
2.2 Release Bid/RFP Document
2.3 Post Bid with Potential Suppliers
2.4 Secure Supplier

3.0 Develop, Design, Integrate
3.1 Design Responsibility Matrix
3.2 Design of New System
3.3 Design Approval
3.4 Final Release of Program

4.0 Monitor and Control
4.1 Begin Usability Testing
4.2 Finalize Deployment
4.3 Install and Confirm Access for Users

5.0 Close
5.1 Perform Compliance Testing
5.2 Customer Training
5.3 Customer Sign-off/Lessons Learned

Work Breakdown Structure (WBS) – List View:

Risk Breakdown Structure (RBS): The Risk Breakdown Structure identifies the risks involved in this project. According to Hillson (2002), the upper levels of the RBS provide a comprehensive view of potential risks, ensuring coverage during the identification phase.

Budget: The project’s budget is set at $2 million based on estimated costs for software and vendor services. This budget is fixed with no additional funds available.

Communications Matrix: The Communications Matrix details the responsibilities for different communication elements, ensuring clarity regarding information dissemination among team members.

Stakeholder Communications Analysis: The analysis defines the communication needs of each stakeholder, including document type, format, and due dates, ensuring that essential information reaches the appropriate individuals.

Glossary:

• CMS: Center for Medicare Services
• GCSP: Guided Customer Service Program
• HIPAA: Health Insurance Portability and Accountability Act

RACI Matrix: The RACI Matrix outlines who is Responsible, Accountable, Consulted, and Informed for each project task.

Risk Matrix: The Risk Matrix serves as a core tool for identifying and mitigating potential risks that could impact the project’s scope, cost, and quality.

Risk Stakeholder Roles and Responsibilities: The project manager is primarily responsible for overseeing the risk management plan, reporting to sponsors, and updating risk statuses.

Risk Management Process and Activities: The risk management process includes the identification of risks at the project’s onset and throughout its life cycle. Regular updates to the risk watch list ensure that priorities are managed effectively.

References:

Hillson, D. (2002). Use a risk breakdown structure (RBS) to understand your risks. Paper presented at Project Management Institute Annual Seminars & Symposium, San Antonio, TX. Newtown Square, PA: Project Management Institute.

Hillson, D., & Simon, P. (2012). Practical project risk management: The ATOM methodology (2nd ed.). Vienna, VA: Management Concepts.

Project Management Institute. (2017). Guide to the Project Management Body of Knowledge (PMBOK® Guide) — Sixth Edition and Agile Practice Guide.

PM FPX 4060 Assessment 3 Project GCSP

Pcubed. (2004). Risk identification questionnaire [Microsoft Word template]. Retrieved from http://office.microsoft.com/en-us/templates/risk-identification-questionnaireTC001142331.aspx