Project Name: ‘SolutionNow’
Implementation of a new administration communication system, called “SolutionNow”. Itwill serve as a ticket software system that will be used to track calls, emails, and other forms of communication in order to improve customer service.
Team Name: TeamC
Project Managers:Gauswami,Jalpaben; Jimenez; Claudia; Olukoya-Umarhabib, Sarah; Pontes, Herleson; Timilsina, Nitesh.
Problem/Opportunity
Problem- The prior software that was used at Timci Healthcare Center did not have the ability to collect pertinent and necessary information. The bit of information that was able to be gathered was not being done properly or in an organized method.
Opportunity- With the implementation of ‘SolutionNow’, there will be two new additional communication methods available for customer use, via online access and phone calls. This will help to improve the efficiency of the business, and serve as a centralized support system that will be used across all the departments within the organization.
Goal
To provide a unified tool within Timci Healthcare Center that will improve its internal and external customer service experience.
Objectives
The objective of this project is to replace the prior and outdatedcommunication methods with ‘SolutionNow’, which will prove to be more user-friendly and easily accessible. The new administration communication system will first and foremost, provide a more reliable method of ‘Problem & Incident Management’ by helping to open tickets and track issues, as well as identify which kinds of problems/incidents occur. Secondly, it will also have a ‘Knowledge Management & Request Fulfillment’ functionality, which willimprove organization, record management, and help to create a reference system within Timci Healthcare Center.
Success Criteria
- Controlling and completing the budget and schedule according strict project timelines, in order to ensure the successful implementation of the new administration communication system, ‘SolutionNow’.
- Improve Timci’s business efficiency by tracking specific performance indicators for the new system.
- Deliver and implement the application bug free.
- Offer a customer satisfaction survey at the end of each call, in order to monitor trends & patterns, as well as measure rate of performance in customer service and satisfaction.
- Provide and maintain customer service with appropriate care and understanding, without disruption, errors, and neglect.
Assumptions, Risks, Obstacles
High-Level Project Assumptions
• A basic IT infrastructure composed by servers, desktop computers and a network must be available at the start date of the project;
• A document describing the whole current IT scenario of the company must be available when the project begins;
• Required supportive software like Database systems and Application services will be available after the requirement analysis phase;
• A testing environment simulating the final scenario, created by using virtualization solutions, will be available after the requirement analysis phase;
• A IDE software must be installed on all project team computers when the project starts;
• Weekly periods for meetings with stakeholders must be defined before the project starts.
• Staff has basic knowledge in the use of computer and are able to create the tickets
High-Level Project Constraints
• Concepts, foundations and processes involved will require time for learning;
• Unpredictable healthcare center expenses can interfere in project’s allocated budget;
• Medical Staff members’ lack of time for meetings may harm the requirement gathering and, thus, the project success;
• Unexpected hardware and/or software problems can delay the deliverables.
• More than one ticket generated for the same problem by different staff members due to multiple calls of the patient.
Exclusions and Boundaries
• Optimizations in software code and performance are optional;
• No tuning in the existing IT environment (hardware and software) will be done;
• Other business processes of the Healthcare Center, like stock and supply chain, are outside the project scope.
• Third party internet providers’ shutdown due to naturals causes like weather conditions or accidents in their network can temporary stop the course of the project.
Major Risks
• Environment changes, like updates in regulatory laws, may deeply change requirements evaluated;
• Financial problems of the Healthcare Center, if existent, could cancel the project;
• Processes like acquisitions or mergers of other Healthcare centers may cancel the project;
• Extra costs related to possible updates and/or upgrades in existing IT environment can cripple the project budget;