Developing A Work-based Project Management Plan To Improve Customer Service

Objectives of the Work-Based Project Management Plan

For the purpose of work-based project management, it is necessary to have a plan to achieve the aim and objectives of the project. The project is to improve the customer’s service and for that, the training of employees is also required that enhance the efficiency of them and increase the work performance of the company. The aim of the project is to increase customers service by providing effective training to the employees of the company ABC limited. The objectives are as follows;

• To increase the customer’s service of ABC limited 
• To provide training to increase the skills of employees to improve organizational efficiency
• To identify risks and reduce them in the work-based project.

In the process of the development of the work-based project, it is necessary to have a strategic plan that can reduce the risks of the project. In addition, the project is to improve the customer service of ABC limited and for that, proper training is to required for the employees of the company. To provide excellent service to the customers the customer’s services is the most important part of the organization (Cicmil, Lindgren, and Packendorff 2016). For that, it is necessary to provide technological and communication knowledge to employees throughout their induction and OJT. The customer’s service needs to be on-demand and appropriate to increase satisfaction. The project is to provide the online customer’s service to solve all queries of them and assist them as per their needs. For that, they planned to provide them with technological education to upgrade their skills and knowledge.  Training will be arranged for two weeks that will enhance the knowledge of c customers service, internet, increase computer skills and others. It increases the speed of work and improves the organizational performance to be competitive in the market. The work-based needs to be monitored on daily basis to analyse the progress of the projects to determine the rate of success and minimise the risk of failure (Peticca-Harris, Weststar, and McKenna 2015). 

In any project, the stakeholders play an important role in the project and they contribute to the success of the project. In the work-based project of ABC limited, there are two types of stakeholders are involved as internal and external. The internal stakeholders are part of the organization and the external stakeholders are outside of the organization. Among the internal stakeholders, the employees and the supervisors are the part. The employees will take the triaging for two weeks from induction and OJT. Depending on their progress the success of the progress will be dependent. The other stakeholder of the project is the external stakeholder such as the trainer. The trainer needs to have knowledge and experience about the customer’s service and technology. The trainee needs to provide all the information related to the project and solve all the doubts of employees (Heravi, Coffey, and Trigunarsyah 2015). They need to improve the knowledge and experience of all employees and make them excellent customer service officers that improve their work performance. The other internal stakeholder is the supervisor and his role is to monitor the progress of the work and analyze the success of the work. With the supervision of the supervisor, the progress can be tracked and the employees who are lag behind can get special attention from the trainer. It is the team project with the effort of all members in the projects the success of the projects can be ensured (Eskerod,  Huemann, and Ringhofer 2015).

Stakeholders Involved in the Project

In the success of the team-based project along with the contribution of the stakeholders the resource also plays an important role. It is necessary to have all resources in hand so that at the time of the training no interruption can occur. It is necessary to use resources as per needs and at the right place at the right time so that the success of the project can be assured. In the completion of the project, the resources that are mandatory are the training room, a projector, proper sitting arrangements, internet connections, computers arrangements and a microphone (Zhang, Boukamp, and Teizer 2015). In the success of the project, these resources are mandatory. Without these availabilities of resources, the project cannot be a success. A team meeting needs to be big and clean all members need to have sufficient arrangements. The projector will help to visually display and clear all the doubts for the employees. In addition, the computers will help the skills and knowledge of the employees and implement their experience. Along with these the policy and the documents are also necessary that will make the process clear and make all areas of the scope of the project, aim and objectives (Aarseth et al. 2017).     

In the process of the development of the work-based project, it is necessary to have a strategic plan that can reduce the risks of the project. The project is to provide the online customer’s service to solve all queries of them and assist them as per their needs. In addition, the project is to improve the customer service of ABC limited and for that, proper training is to required for the employees of the company. In the completion of the work-based project, there is some risk that needs to be identified to minimize the risk and make the project successful. In the process of improving the customer’s service and providing the online service to them, it is necessary to give employees the right triaging (Zhang et al. 2015). The risk is in failure to provide the right skills to employees by selecting the wrong trainer who has no proper knowledge and experience in online customer service. It increases the risk of the failure of the project and employees may not get the proper information that they required. Apart from that it also increases the risk of the high cost of the company and the process can be lengthy and time-consuming for that company to have to wait for a long time to get the results or in case it failed they have to start from the beginning. The company news to minimize the impact of these risks by making strategies that will help them to reach success and fulfil the aims and objectives. The involvements of stakeholders and the availability of resources are also necessary for risk management (Willumsen et al. 2019).

A critical path analysis of the project including a Gantt  Chart representing the timescales of the project

The project is to improve the customer’s service and for that, the training of employees is also required that enhance the efficiency of them and increase the work performance of the company. In the process of the development of the work-based project, it is necessary to have a strategic plan that can reduce the risks of the project (Goldmeier, and Duggirala 2015). Apart from that the timeline of the project is also play an important role. In the success of the project time management is also necessary along with stakeholders and resources. With a timeline of two weeks, the project will need to be completed and it will help to get the result on time as well as increase the efficiency of the project.

Resources Needed for Successful Completion

The project needs to complete within two weeks and with proper analyze and coordination all tasks need to be completed. The success of one task is dependent on another. For that purpose, a smooth flow of tasks are required and all need to complete in time.

The project is to provide the online customer’s service to solve all queries of them and assist them as per their needs. In addition, the project is to improve the customer service of ABC limited and for that, proper training is required for the employees of the company. it is necessary to provide technological and communication knowledge to employees throughout their induction and OJT. The customer’s service needs to be on-demand and appropriate to increase satisfaction (Zurich, Instruction, and Documentation 2018). The involvements of stakeholders and the availability of resources are also necessary for risk management. In addition, the timely compilation of the project is also necessary for the succession of work-based. In addition, some important documents are also necessary to make the process successful. Without those processes of documents, the project can not be completed the rules and policy needs to distribute among the stakeholders via email. It will help to be aware of the rules and regulations of the project and what will they get to know from the training. In the project, the documentation is very important te detrains of the employees need to be documented and kept in a protected file. It will help them to keep track of their progress and provide them with proper guidance. The documentation will help them to arrange these kinds of projects in future as well. For that purpose, the process of documentation is a necessary and important part of the succession of the work-based project (Alkouri, AlKhatib, and Kawafhah 2016). 

An evaluation of research methodology for the project to determine stakeholder satisfaction with the project

The succession of the project is determined by the rate of the satisfaction of the stakeholders who participate in the work-based project of ABC limited. In the process of defining the satisfaction of the stakeholders, the process needs to use survey methods (Zhang et al. 2017). It is the most useful method of gathering data from the stakeholders and it is also time-saving and cost-effective. It is important to have the idea that the participant is satisfied or not as dependent on that the management will change the method of the project in future. The management needs to send a survey form to all the stakeholders and request them to fill the form and send them back within a specific period of time. The question of the survey form is based on the activities of the project that will give them a clear idea of the satisfaction and the effectiveness of the projects. They also can ask for suggestions for further development of the work-based project that will they implement for future enhancement. The method will help them to improve the efficacy of the porches and enhance their value of it. It ensures the objective is achieved to improve the performance as well (Ponto 2015).

Potential Risks and Risk Management Strategies

Conclusion

The above discussion is providing the idea of the work-based project management of ABC-limited. The aim of the project is to increase customers service by providing effective training to the employees of the company ABC limited. The customer’s service needs to be on-demand and appropriate to increase satisfaction. The project is to provide the online customer’s service to solve all queries of them and assist them as per their needs. Among the internal stakeholders, the employees and the supervisors are the part. The employees will take the triaging for two weeks from induction and OJT. The other stakeholder of the project is the external stakeholder such as the trainer. In the completion of the project, the resources that are mandatory are the training room, a projector, proper sitting arrangements, internet connections, computers arrangements and a microphone. The risk is in failure to provide the right skills to employees by selecting the wrong trainer who has no proper knowledge and experience in online customer service. The project needs to complete within two weeks and with proper analyze and coordination all tasks need to be completed. The documentation will help them to arrange these kinds of projects in future as well. For that purpose, the process of documentation is a necessary and important part of the succession of the work-based project.  In the process of defining the satisfaction of the stakeholders, the process needs to use survey methods that are effective and accurate. 

Reference List

Aarseth, W., Ahola, T., Aaltonen, K., Økland, A. and Andersen, B., 2017. Project sustainability strategies: A systematic literature review. International Journal of Project Management, 35(6), pp.1071-1083.

Alkouri, O.A., AlKhatib, A.J. and Kawafhah, M., 2016. Importance and implementation of nursing documentation: review study. European Scientific Journal, 12(3).

Cicmil, S., Lindgren, M. and Packendorff, J., 2016. The project (management) discourse and its consequences: on vulnerability and unsustainability in project?based work. New Technology, Work and Employment, 31(1), pp.58-76.

Eskerod, P., Huemann, M. and Ringhofer, C., 2015. Stakeholder inclusiveness: Enriching project management with general stakeholder theory1. Project Management Journal, 46(6), pp.42-53.

Goldmeier, J. and Duggirala, P., 2015. Creating an Interactive Gantt Chart Dashboard. In Dashboards for Excel (pp. 253-271). Apress, Berkeley, CA.

Heravi, A., Coffey, V. and Trigunarsyah, B., 2015. Evaluating the level of stakeholder involvement during the project planning processes of building projects. International Journal of Project Management, 33(5), pp.985-997.

Peticca-Harris, A., Weststar, J. and McKenna, S., 2015. The perils of project-based work: Attempting resistance to extreme work practices in video game development. Organization, 22(4), pp.570-587.

Ponto, J., 2015. Understanding and evaluating survey research. Journal of the advanced practitioner in oncology, 6(2), p.168.

Willumsen, P., Oehmen, J., Stingl, V. and Geraldi, J., 2019. Value creation through project risk management. International Journal of Project Management, 37(5), pp.731-749.

Zhang, S., Boukamp, F. and Teizer, J., 2015. Ontology-based semantic modeling of construction safety knowledge: Towards automated safety planning for job hazard analysis (JHA). Automation in Construction, 52, pp.29-41.

Zhang, S., Sulankivi, K., Kiviniemi, M., Romo, I., Eastman, C.M. and Teizer, J., 2015. BIM-based fall hazard identification and prevention in construction safety planning. Safety science, 72, pp.31-45.

Zhang, X., Kuchinke, L., Woud, M.L., Velten, J. and Margraf, J., 2017. Survey method matters: Online/offline questionnaires and face-to-face or telephone interviews differ. Computers in Human Behavior, 71, pp.172-180.

Zurich, B.L.L., Instruction, X. and Documentation, X., 2018. Service operations and management. Master of Science in Engineering, p.380.

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