Task

You are a Project Team (=>3,=<5) working for LBS Contact Services. The rest of this document details the project you will be undertaking and the tasks that your management team expect you to complete. This document is broken down into the following sections: 1. Background and details of LBS Contact Services and the project in question. 2. What you must submit to pass the coursework. 3. Outline structure of each of the documents you must hand in. Background to the Project LBS Contact Services Ltd is a small company that provides discounted telephony services to the residential market. Initially the business had a small customer base and was serviced by forty customer service advisors (CSA’s). Its operating profits are £100,000 per annum and the organisation has operational costs of £350,000 per annum. However, recently LBS Contact Services won a large contract to take over a large customer base on behalf of another company. The contracts annual value is £400,000 per year. The forecasted additional costs to service this contract (not including the proposed relocation) are an additional £200,000 per year. This has brought in additional challenges that LBS Contact Services must face, not least the fact that the current location would be insufficient to cater for the expected increase in agent numbers required to service customers. Once the decision had been made to keep operations in-house, LBS Contact Services had to decide on how to accommodate the anticipated growth. o The existing site could not be extended. o The business was keen to retain existing staff and their skills, using them as the nucleus of a larger team as the business grew. o As many prospective clients were London based, it made some sense to keep the contact centre within easy reach to facilitate client visits etc. The decision has now been made to move to a new site, a project must now be set up to deliver the plan. The project commences on Monday 31st January 2020 and there is a deadline to have the new site operational by Friday 25th November 2020 as forecasts on customer growth will outstrip the available capacity at the current site. Total spend on the project must not exceed £500,000. As the infrastructure already exists at the current site, the decision was made to retain the activities there throughout the process. An additional benefit of this approach is that it offers an element of contingency/disaster recovery in the event that the new site is inoperable - some calls at least could be switched back to the current site. Once the new site is up and running the old site will be vacated and all staff will move to the new site. An essential requirement during this relocation process is that any change should be seamless to the customer so there must be no break in service. What you must submit to pass the coursework As the Project Manager the management team require you to prepare: • A Business Case Document • A Project Initiation Document The following will be included in the documents above: o Risk Log o Initial Project Plan – Gantt Chart o Project organisation structure o Stakeholder Analysis/Communication plan o Quality plan (These should be submitted as a portfolio of documents in ONE word document) Outline structure of each of the documents: Business Case Document 1. Introduction This should be an introduction to the Business case document explaining its purpose 2. Reasons This section should give an explanation of the reasons why the project outcome is needed. 3. Options This should indicate what options could be considered for this project along with the chosen option and the reasons for choosing it. ‘Do nothing’ should be the starting option. 4. Benefits expected Should identify each of the benefits that would be achieved if the project is a success. Each benefit should be described clearly and in measurable terms. 5. Risks This should be a summary of the key risks. 6. Cost and Timescale A clear breakdown of costs and Timescales involved. 7. Investment appraisal Should discuss the costs and related financial benefits over time. These may be tangible (e.g.increased revenue) or intangible (e.g happier staff) benefits. 8. Evaluation