Case Study: Customer Service Management at Glamso
Customer Services Department has been using the Bravo call tracking system for nine years to allocate and capture statistics on incoming customer service calls. In that time, call volume has grown five-fold and we have experienced both capacity and reliability problems with the Bravo system. Its manufacturer no longer supports the Bravo system. A decision was made to replace the Bravo system with the Alpha call tracking system. Alpha has been procured and must be installed, configured, tested, and implemented into production.
This project will design/configure and implement the new Alpha call tracking system in time for the expected annual spike of customer support calls in December.
Project objective: Design and Implement a new call tracking system
Project Success criteria:
- All calls to customer service after the implementation date are routed and tracked using the new system.
- All customer service personnel demonstrate capability to use the new system
- Operations accepts responsibility for ongoing maintenance and support of system after implementation
Project scope:
- Implement the new call tracking system in production
- Procure server hardware to support the system
- Provide appropriate training and documentation to users in customer service
- Provide appropriate training and documentation to operations group
- Perform turnover to operations
- Work with customer services to collect and document requirements in the form of User Stories
- Design the new system and describe it in the form of work flow diagrams
- Convert historical data from Bravo system into Alpha
- Train users in system usage
- Train customer services managers in metrics and reporting
- Train operations in system operation and trouble shooting
- Serve as primary system support group for the first seven days of operation during turnover to Operations group
Source: (Project Alpha: Call Tracking System Upgrade, 2013)
Questions to answer:
- Draw a network diagram for the project with ES, EF, LS, LF and Slack. Mark the critical path and project duration
Assessment criteria
- Preparation of Network Diagram accurately. Mark EST, EFT, LST, LFT and Slack for each node in the diagram.