Company ABC Inc. is the leading provider of quality and performance management. As a small company we are in the enviable position of catering primarily to the fortune 500. While we offer a variety of services to help enhance their sales and customer satisfaction performance, all of our service offerings begin with call monitoring. Call monitoring and the data collection that results from this activity is the cornerstone upon which all other service offerings depend from vendor management to behavior analytics. The data that is collected from monitoring telemarketing and service calls is used to build predictive models to direct our efforts in coaching and training call center agents. This data is used to benchmark telemarketing call centers by industry to aid us in vendor selection. This same data is used to provide clients with competitive analysis within our client-base.
[...] Project cost would increase significantly due to the elimination of new hires from the study and the need to replace those new-hires with candidates who would complete the full spectrum of skills testing. As a result, the project timeline would also increase significantly, increasing the project payback period. In order to avoid this risk, a great deal of research was conducted on hiring within the call center industry prior to the creation of the project proposal Change of project priority of project within organization. The output of entry-level employees is the cornerstone of Company ABC's service offerings. As such, the likelihood of such an event is low. [...]
[...] According to Company ABC's change management / control policy, the Change Control team may deny a proposed change for reasons including, but not limited to, the following: 1. Inadequate description of requested change 2. Inadequate planning / risk mitigation 3. Inadequate roll out plan Inadequate back-out plans Inadequate adjustments to budget proposal for project 6. Timing of the change will negatively impact a key business process (such as year end accounting) Adequate resources cannot be readily available (i.e. weekends, holidays, or during special events). [...]
[...] As such, refining the process of hiring entry-level employees has been selected as the project to be implemented at Company ABC Inc. Problem Statement Company ABC Inc. measures the performance of entry level employees (Performance Analysts) in 3 ways accuracy, efficiency, and learning curve. Accuracy is determined through regular auditing of a Performance Analyst's work. This measure is expressed as a defect reflecting the number of instances in which the Performance Analyst's capture of a data point was incorrect, as a function of the total number of data points captured. [...]
[...] The aforementioned milestones, delivery dates and associated costs are illustrated in the figure on the following page: Project Risks and Mitigation Every project has inherent risks that threaten its success. A skilled project manager has the foresight to predict the most likely sources of risk and plan accordingly. Likely sources of risk to this project are listed below: 1. New hire attrition during learning curve period. Approximately 15% of new hires who begin training with Company ABC for entry- level position, decide to seek other employment opportunities before ever graduating training. Another graduate training, but do not complete their learning curve period. [...]
[...] Communication Plan In order to ensure that project shareholders remain aware of project performance, a project status meeting will be scheduled. During phases I and IV of the project, status meetings will occur on a bi-weekly basis. During phases II and III, status meetings will occur monthly. During these meetings, the project team leader will present the project status to key project shareholders. Prior to each status meeting, the project team leader will create a Gantt chart indicating the projected timeline / completion date and actual timeline / completion date for each task in project phases I IV. [...]
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