AComPany Ltd welcomes the opportunity to upgrade AComPany Ltd products at ACME. The Project Charter documents the business objectives, critical success factors, quality criteria, roles and responsibilities for the upgrade project. The Charter builds on discussions conducted between AComPany Ltd and ACME. It increases the probability of success by forming a sound basis for managing the project and setting clear expectations. The upgrade delivery phase will start once ACME and ACOMPANY LTD sign off the Charter and the Charter will form the basis for tracking progress and measuring success.
PROJECT OVERVIEW
ACME has been a AComPany Ltd customer since April 2010. Over the past 10 years, ACME has expanded its usage of the AComPany Ltd solution suite into its call center operation and various countries across Europe. The plan is to continue the usage and growth of AComPany Ltd’s CXS Product into Africa. ACME has recently purchased additional language packs to enable this expansion. This will enable ACME to provide local support to African countries in their own language.
ACME has requested AComPany Ltd provide consulting services to assist with an upgrade of their CXS software. This upgrade will pave the way for ACME to deploy the additional languages.
PROJECT SCOPE
BUSINESS OBJECTIVES
There are two key objectives of the Upgrade project:
To upgrade to CXS v12.
To streamline the system and use the new functionality in v12 so that ACME can take on more of day-to-day administration and reporting without relying on AComPany Ltd.
HIGH LEVEL PROJECT SCOPE
The project scope defines the sum of all products and services to be provided by the project. It is a basis for making future project decisions and it ensures a common understanding amongst project stakeholders.
The ACME upgrade project will consist of 4 phases: discovery, build, testing and training. Please refer to the information below for additional scope details. Any changes to this scope must be handled through the change management process. Please refer to the Change Management section at the end of this document for further details and a sample Change Order request form.
The table below sets in detail the customizations and configuration items that will need to be ‘re-built/transferred’ to the v12 upgraded site. Each of the items below is defined in more detail in the following documents: ACME Europe Page and Widget Specifications, ACME Contact Rule Base, ACME Incident Rule Base, ACME Answers Rule Base, ACME Configuration document.
To enable the upgrade to take place a freeze will be placed on any changes to the current live site. The freeze can only be broken/suspended with steering group approval.
The following changes fall under the code freeze:
Creation of custom fields on the admin console. Please note this excludes addition or deletion of products and categories and addition or deletion of items on customizable menus.
Changes to any tables that have custom field capabilities e.g. Tickets, answers, contacts, tasks and opportunities (this excludes contact uploads).
Any new integration/external event including API calls (this includes product uploads).
Any code to the end user pages (excluding text changes).
The following changes fall outside of the code freeze and can be made without referring to the programme team:
Deletion or addition of products and categories.
Addition or deletion of items on a customizable menu.
The following changes/requests can be completed during the code freeze provided the process stated is followed:
If in doubt, contact the ACME Project Manager pmanager@acompanyltd.com.
The following change requests are on hold until after the upgrade launch date.
Creation of an import interface or an API to upload products and run serial number validation.
Marketing
Manual Print on Demand
Provides the facility for ACME to import a file with dates into Tickets within the AComPany Ltd system.
Service
DEPENDENCIES
The following work/projects impact on the upgrade:
ASSUMPTIONS
PROJECT CHARTER
This document will be based on discussions conducted between AComPany Ltd and ACME.
The AComPany Ltd Team and ACME will agree to the contents of this document prior to moving forward with the project.
Project Charter will provide reference throughout the project to ensure the work is meeting stated objective and to resolve project issues
PROJECT PLAN
The final list of tasks to be performed for this Statement of Work will be defined in the final project plan and approved by ACME.
The project plan will detail the timeline for implementing the required AComPany Ltd CXS features and functions.
DEVELOPMENT AND TESTING
The Project Sponsor will ensure sufficient resource is available to carry out system and user acceptance testing.
The Project Sponsor will sign-off or delegate the sign-off of all UAT documents e.g., test scripts.
During the project, a ‘code freeze’ will be implemented. This means that requests for customizations or any Tickets that require a AComPany Ltd engineer will be frozen until the upgrade is completed. If business critical issues arise, they will be handled through change control.
TRAINING
On site training must be delivered over the course of 1 full week (both sessions). AComPany Ltd does not support anything less than 3 days on site.
The Customer will provide training equipment (e.g., laptops and/or desktops) for all attendees.
The Customer’s equipment will be configured per AComPany Ltd specifications (specifications to be provided by AComPany Ltd) and will have tested internet connectivity. Customer will have an IT resource available to troubleshoot issues if necessary.
Customer testing of their training environment will be completed prior to the training engagement and confirmed by AComPany Ltd upon arrival.
The Customer will provide a single point of contact to assist AComPany Ltd in the coordination of these education services.
The Customer will make all the necessary arrangements for their staff and the Call Center agents attending training. Including: booking the training hubs and call center venue, managing attendance and making travel arrangements.
CUSTOMER FURNISHED PROPERTY & SERVICES
ACME will AComPany Ltd staff the following facilities while they are working in ACME offices:
Telephone service for local and long-distance calls that pertain to supporting the project.
Internet Access.
Work facilities to perform the work related to this project.
Access to existing systems as they apply during the implementation, testing, and rollout of the AComPany Ltd Applications.
WORKSTATION COMPLIANCE
The Customer is responsible for workstation compliance and/or pre-installation activities.
CRITICAL PROJECT DATES
The following highlights the project’s targeted milestone dates associated with the release of the ACOMPANY LTD solution. This will serve as an input to the overall Project Plan for the engagement.
Date
Description
15/07/2021
Project Kick-Off
Mid-August 2021
Discovery Phase
End Nov 2021
Customisation completed incl. testing
Beginning Dec 2021
Configuration completed incl. testing
Mid Dec 2021
Admin console UAT & training
Jan 2022
Final user Acceptance Testing
Mid – end Feb 2022
Training
03/03/2022
Launch
16/03/2022
Project Completion and post project report
03/04/2022
Warm handover to Support
CRITICAL SUCCESS FACTORS
The following lists the critical success factors for this engagement. These elements must be in place for the engagement to be successful.
Designated client resources will be available to serve as Subject Matter Experts (SMEs) and provide necessary information to support project business requirements, technical information and any other material that is required for project success.
The roll-out is constrained by a very tight time frame and therefore extensive project coordination is required.
Management will make adoption and use of the AComPany Ltd application part of daily business processes during the Adoption phase.
Executive Management and Sponsors will support all facets of the project and following the go-live of the application.
Define all internal and external project-related roles, and designate one person to assume ownership of coordination, execution and measurement of campaign launches.
Internal and external parties must be available for training on applicable portions of product.
Data architecture for contact updates, imports and exports must be finalized for Customer Support and Marketing use.
Define number and types of campaign components to ensure adequate time allocation for configuration and launch.
Define campaign measurement reporting to ensure project goals and marketing efforts can be measured effectively.
On-site training is constrained by a short time frame, so extensive project coordination is required.
Unit and functional tests will be run following a test script written by the ACOMPANY LTD consultant and developer. Issues will be logged using issue tracking software e.g., Jira.
Pass conditions for each test will be given in the test specification. Overall quality will be measured by a like for like comparison with the LIVE site.
UAT tests will be run following test scripts based on existing business processes. End user page testing will compare the LIVE site against the upgraded site.
PROJECT GOVERNANCE
PROJECT organization STRUCTURE
PROGRAMME BOARD
The Programme Board is responsible for the overall direction of the programme team and has the overall authority for the upgrade project. It ensures that the upgrade project and the programme team meet the business objectives defined in the SOW and it signs off the completion of the upgrade.
It is responsible for ensuring that the project gives value for money and that it remains focused on achieving it's projected business benefits. The group approves all Change Orders and Exception Reports that exceed the tolerances of the Steering Group.
Membership:
H. Junior – ACME
D. Holder - AComPany Ltd
The Programme Board does not have set face to face meetings but may meet to resolve escalations or approves change orders.
STEERING GROUP
The Steering Group oversees the day-to-day direction and management of the programme team and the upgrade project. It reports to the Programme Board and has delegated authority from the Programme Board to approve SOWs, the Project Charter, and any Change Orders or Exception reports that fall within its time, and cost tolerances. It ensures sufficient AComPany Ltd and ACME resources are in place to deliver the project and is responsible for the quality of the final product.
It is the first point for all escalations and any business-critical risks and issues. It reviews all Change Orders and Exception Reports and submits those outside its tolerances to the Programme Board with recommendations for approval or rejection.
Tolerance levels:
Timescales - delay to Launch date 5 days or less
Cost increases up to sign-off level
Membership:
T Customer – ACME
V. Smith – ACME
W. Sandon - ACME
L. Salles –AComPany Ltd
Meets: weekly
PROJECT TEAM ROLES
CHANGE MANAGEMENT PROCESS
Throughout a project, new information may surface that may necessitate a change in business requirements or a change in the technical environment. These changes may result in a change in project scope and therefore estimated level of effort, project timeline or solution features. Change Orders may result in adjustments to both schedule and budget.
Any changes to the project scope will require a Change Order, which a AComPany Ltd project manager or designated consultant will complete. Due to the complexity of some project change orders, AComPany Ltd may bill the Client for the time required to scope and estimate the requested change. The AComPany Ltd consultant will advise the Client of the estimate if a charge will apply.
Refer to below for a sample of the AComPany Ltd Change Order Form. A completed form includes the requested change, the impact on the current engagement, and the estimated resources and time to implement the Change Order. AComPany Ltd will submit the completed Change Order Form to the Client for review and approval.
Estimates will remain valid for a period of five (5) business days from the date of submission. If the Client does not approve the Change Order Form within the five (5) business days, and AComPany Ltd has not extended the period of validity in writing, the change estimate will automatically expire. Upon receipt of written approval, the AComPany Ltd Team will begin work on the requested change according to the agreed-upon schedule.
