PM FPX 3000 Assessment 5 Lessons Learned PM-FPX3000 Principles of Project Management

 

Prof. Name:
Date

PROJECT OVERVIEW
Project Dates: August 1, 2022 – April 17, 2023

Budget: $50,000

Objective: The goal is to develop and launch a centralized customer Contact, Billing, Order, and Knowledge (CBOK) software platform, known as the Care360 app. Care360 aims to unify all markets and products by replacing the current customer contact management, billing, order systems, and knowledge databases with a single platform.
RESULTS: CONTACT MANAGEMENT
• Schedule Management: Finished ahead of schedule.

• Budget Management: Completed under budget.

• Scope Management: All deliverables were achieved.

• Stakeholder Management: All stakeholders provided their approval.

• Key Benefits: Streamlined customer interactions, reduced Average Handle Time, and enhanced customer experience.

• Outstanding Concerns: None.
RESULTS: BILLING MANAGEMENT
• Schedule Management: Surpassed the schedule.

• Budget Management: Exceeded the budget.

• Scope Management: All deliverables were achieved.

• Stakeholder Management: All stakeholders provided their approval.

• Key Benefits: Enhanced customer experience, clearer bills, a 22% reduction in billing errors, and a single point of contact for all billed products.

• Outstanding Concerns: None.
RESULTS: ORDER MANAGEMENT
• Schedule Management: Completed on schedule.

• Budget Management: Exceeded the budget.

• Scope Management: All deliverables were achieved.

• Stakeholder Management: All stakeholders provided their approval.

• Key Benefits: Enhanced customer experience, a 30% reduction in order fall-out, and a streamlined multi-product order flow.

• Outstanding Concerns: None.
RESULTS: KNOWLEDGE MANAGEMENT
• Schedule Management: Finished ahead of schedule.

• Budget Management: Completed within budget.

• Scope Management: All deliverables were achieved.

• Stakeholder Management: All stakeholders provided their approval.

• Key Benefits: Improved agent experience and a single repository for all knowledge articles and how-to guides.

• Outstanding Concerns: None.
RESULTS: OVERALL PROJECT
• Schedule Management: Completed on schedule.

• Budget Management: Finished on budget (contingency was utilized).

• Scope Management: All deliverables were achieved.

• Stakeholder Management: All stakeholders provided their approval.

• Key Benefits: Enhanced customer and agent experience, a true multi-product experience, and a reduction in the number of supported systems and applications.

• Outstanding Concerns: None.
LESSONS LEARNED
• Involve the IT team during the planning phase for more precise scheduling estimates.

• Account for holidays of the offshore IT team in the planning phase to ensure accurate scheduling.

• We identified significant differences in the order flow and billing processes across our various products, which we have documented for future projects.
REFERENCES
Project Management Institute. (2017). A Guide to the Project Management Body of Knowledge (PMBOK® Guide) — Sixth Edition and Agile Practice Guide. Newtown Square, PA.
PM FPX 3000 Assessment 5 Lessons Learned
Project Management Institute. (n.d.). Code of ethics & professional conduct. https://www.pmi.org/about/ethics/code