PM FPX 3000 Assessment 5 Lessons Learned

Student Name

Capella University

PM-FPX3000 Principles of Project Management

Prof. Name

Date

PROJECT OVERVIEW

Project Dates: 8/1/22 – 4/17/2023

Budget: $50,000

Objective: The goal of this project is to develop and launch a centralized customer Contact, Billing, Order, and Knowledge (CBOK) software platform, branded as the Care360 app. Care360 aims to unify all markets and products by replacing existing customer contact management, billing, order systems, and knowledge databases within a single platform.

RESULTS: CONTACT MANAGEMENT

• Schedule Management: Completed ahead of schedule
• Budget Management: Completed under budget
• Scope Management: All deliverables were met
• Stakeholder Management: All stakeholders approved
• Key Benefits: Streamlined customer interactions, reduced Average Handle Time, enhanced customer experience
• Outstanding Concerns: None

RESULTS: BILLING MANAGEMENT

• Schedule Management: Exceeded schedule
• Budget Management: Went over budget
• Scope Management: All deliverables were met
• Stakeholder Management: All stakeholders approved
• Key Benefits: Enhanced customer experience, clearer billing statements, 22% reduction in billing errors, provision for a single contact for all billed products
• Outstanding Concerns: None

PM FPX 3000 Assessment 5 Lessons Learned

RESULTS: ORDER MANAGEMENT

• Schedule Management: Completed on schedule
• Budget Management: Went over budget
• Scope Management: All deliverables were met
• Stakeholder Management: All stakeholders approved
• Key Benefits: Improved customer experience, 30% reduction in order fall-out, provision for a single multi-product order flow
• Outstanding Concerns: None

RESULTS: KNOWLEDGE MANAGEMENT

• Schedule Management: Completed ahead of schedule
• Budget Management: Completed within budget
• Scope Management: All deliverables were met
• Stakeholder Management: All stakeholders approved
• Key Benefits: Enhanced agent experience, single repository for all knowledge articles and how-to guides
• Outstanding Concerns: None

RESULTS: OVERALL PROJECT

• Schedule Management: Completed on schedule
• Budget Management: Completed on budget (contingency used)
• Scope Management: All deliverables were met
• Stakeholder Management: All stakeholders approved
• Key Benefits: Improved customer and agent experience, true multi-product experience, reduction of supported systems and applications
• Outstanding Concerns: None

PM FPX 3000 Assessment 5 Lessons Learned

LESSONS LEARNED

• Involve the IT team during the planning phase for more accurate scheduling estimates.
• Account for holidays of the off-shore IT team in the planning phase to ensure more precise scheduling.
• We identified key 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.

Project Management Institute. (n.d.). Code of ethics & professional conduct. https://www.pmi.org/about/ethics/code