Bluesky Implementation For Basket Case

本文主要介紹了a business case。該項目的主要目的是實施ERP解決方案和升級基礎設施。ERP實施的包裹是“Bluesky”，這需要定制，它可以很方便從包裹中找出現有系統和及時維修。一個合適的ICT基礎設施需要支持所提出的信息系統才能投入運行。

PROJECT INITIATION

Business Case

Basket case is a medium sized company, established in 1992, with a turn over of AUD 85 million per annum. They are market leaders in manufacturing cane and plastic baskets which is sold to retail shops and some large retail chains. They also have an online shop, catering to the end user directly.

A study was conducted to assess their current business operations and their capability to adapt to the future growth in the market. The results recommended certain factors to be in place for improving the company's performance in the market. On seeking professional consultation with BlueSky - an ERP solution provider, it was advised to implement an Information System. Also suggestions were made to re-engineer many of the company's business processes by developing a Business and IT strategy plan. The core competitive business strategy plan were,

Increase their market share by targeting major retail outlets, such as major supermarket and hardware chains. Emphasis in this sector is to be on price competitiveness.

Maintain its existing customer base among small-medium retail outlets. Emphasis in this sector is to be on quality product combined with superior service.

The plan is to make phased changes within the Basket Case Company to achieve the competitive strategy,

A new product range with brand line differentiation. This is needed to service the two different markets - large chains and small-medium enterprises (SMEs).

Within twelve months, Basket Case should embark on a programme of investment in state-of-the-art manufacturing machinery. The aim of the programme is to significantly increase the productivity of the manufacturing process and to reduce costs.

Demands for electronic supply chain management from the large chains require that Basket Case abandon its manual internal processes in favor of electronic-based management.

Requirements for superior service in the SME sector also require capable electronic management systems.

The major points that were discussed in the IT strategy plan were:

Basket Case should immediately update its internal processes.

A phased out implementation of Blue Sky ERP package department wise.

Careful attention should be paid to re-engineering business processes and to staff development.

Project Charter

Project Objective

The main objective of this project is to implement an ERP solution and upgrade their current infrastructure on an effective time and material basis. The ERP package to be implemented is ‘BlueSky' which needs to be customized to facilitate the smooth migration from existing systems and timely maintenance of the package. An appropriate ICT infrastructure also needs to be put into operation in order to support the proposed information system.

Roles and Responsibilities

List the roles and responsibilities of the stakeholders and senior project team members.

Name Role Responsibility

GaneshKumar C S Delivery Manager Responsible for the delivery of solutions for an agreed portfolio of technologies - this includes strategy, design, development and support,as well as people leadership.

AshwinKumar Shetty Project Leader Draft initial charter and project plan.

Coordinate efforts for completing activities in plan.

Update plan regularly.

Provide regular status reports for all activities related to the project.

Work with Project Manager to ensure resource workload is balanced across projects.

Serve as the single point of contact for the Team to the project stakeholders.

Prabhu Manoharan Onsite Coordinator Requirements gathering and documentation (functional, technical, stated, implied) - if applicable

Scope change management

Customer management (customer expectation management, balancing Customer/Team/Organization perspectives)

Effective customer feedback / requirement communication to offshore team

Ensuring timely finalization of reasonable acceptance criteria and timely sign-offs on project artifacts

Onsite technical issue handling (design reviews with client, build integration onsite, diagnosis and reporting of technical issues)

Prabhu Varadan Project Manager Overall responsibility for the project execution as per the Quality Management System

#p#分頁標題#e#
Approval of project plans and estimates

Approval of technical documents.

Providing resources for the project

Reporting project status to stakeholders and internal management

Review Business continuity plan of the project

Provide a high level schedule of the project - preferably using a Gantt chart - top one or two levels of sub-task only.

Provide a budgetary estimate for the project. The budget should be a summary but in enough detail to allow intelligent decision making based on the budgetary figures.

Sign-off of all the above stakeholders.

PROJECT PLANNING

Project Scope Statement

BlueSky has to implement the ERP package in Basket Case and build the infrastructure to maintain the physical systems. The training and post implementation 1 year warranty also falls under the scope.

Scope Verification

A scope and Business Plan document was shared with the stake holders at Basket Case and verified. It was verified and validated by the stakeholders and signed off. The proposed project plan and all the documents related to the same are clearly verified and accepted by the project sponsor (The Basket Case) and the project contractor (BlueSky). Any minor changes in the scope of the project which does not affect the project schedule, cost and time can be undertaken on mutual agreement between project sponsor and the delivery manager. Any other changes will be undertaken after a detailed brainstorming between the project stake holders and BlueSky team and captures in the Change Request form.

All the documents (Change Request form) must be signed by the stake holders. Only on consensus from the stake holders the project manager will consider the effect of the scope change and re-evaluate the project with the required changes in the project schedule, resource requirement, costing, human resource requirement, technical changes and project completion time.
The final document should be signed by the project sponsor and the project manager before the changes can be implemented.

Work Breakdown Structure

Task Name Duration Start Finish

Project Kick Off 1 week Mon 4/5/2009 Mon 4/12/2009

Review of Business case

Team Meeting
 

Financial Planning

Distribution of Responsibilities

Infrastructure Planning 15 days Mon 4/5/2009 Tue 19/05/2009

Order placement for Hardware 20 days Wed 20/5/2009 Sat 30/5/2009

Order Dell Desktops 3 hrs

Order Dell Laptops 1.5 hrs

Order all Servers 3 hrs

Order Printer 0.5 hrs

Order UPS 0.5 hrs

Order Modem/Router, Hub 1 hr

Order Completion 2 days

Delivery of Hardware 7 days

Order Placement for Software 5 days Thu 01/6/2009 Sat 20/6/2009

Order Oracle software 1 day

Order Linux 1 day

Order Windows NT Server 1 day

Order Microsoft Office 1 day

Order Internet Package(TPG) 1 day#p#分頁標題#e#

Order Completion 2 days

Delivery of Software 2 days

Server Room Construction 2 days

Employ Builder 1 days

Completion of Server room 6 days

Cabling 6 days Mon 21/6/2009 Thu 28/6/2009

Order cables 2 hrs

Employ Smith cables Contractor 5 days

Cabling Accomplished 5 days

Installation of PC's, Servers 1 day Fri 28/6/2009 Fri 29/6/2009

Setting up of LAN and connecting to internet 1 day Mon 01/7/2009 Mon/7/2009

Testing network Functionality 1 day Tue 02/7/2009 Tue 02/7/2009

Infrastructure Ready 1 day Wed 03/7/2009 Wed 03/7/2009

Installation of Software 7 days Thu 04/7/2009 Thu 11/7/2009

Server Setup/Installation of OS and software to server 3 days

Installation of software to desktop/ Laptop 10 days

Installation Complete 10 days

Customize BlueSky Package 90 days Fri05/7/2009 Mon 05/10/2009

Order BlueSky 5hrs

BlueSky delivery 30 days

Accounts Payable 2 days

Accounts Receivable 2 days

Bank Interface 10 days

Cash Book 20 days

Cost Management 30 days

Fixed Assets 30 days

General Ledger 25 days

Inventory 20 days

Order Entry 20 days

Purchase Orders 10 days

Verification and Validation of BlueSky 2 weeks

Team Meeting 10 days

Customization Complete 60 days

Backing up Existing Data 30 days Tue 06/10/2009 Mon 07/11/2009

Data Entry 20 days

Data Validation 20 days

Backup Complete 24 days

System Acceptance testing 20 days Tue 08/11/2009 Thu 28/11/2009

Testing Complete 30 days

Training/Documentation 10 days

Project Finalization 10 days Thu 28/11/2009 Mon 31/11/2009

Team Meeting 20 days

Board Meeting 60 hrs

Budget cross check, profit/loss analysis 1 week

Project Signoff 4 days Tue 2/12/2009 Thu 4/12/2009

Schedule Management Plan

The delivery manager and the project manager worked together to plan the schedule for the project. The scheduling was done with care taking into mind threshold period for the project.

If a change request is issued by the external contractor, the Project Manager will undertake Impact Assessment. The impact assessment will comprehensively set out the details of the proposed change including: the details (and technical specifications of the change); the impact that the change will have on the performance and achievement. The Impact Assessment also includes a plan that details how the changes are implemented and a new timetable and budget estimate.#p#分頁標題#e#

Human Resource Requirement

Resource Name Units

Project Manager 1

Software Consultant 1

Software Engineer 3

Desktop Computer Support Personal 2

Network Engineer 2

Technical Writer 1

Hardware Consultant 1

Trainer 1

Software Team Leader 1

Hardware Team Lead 1

Data Entry Operator 1

Training Requirements

Quality Management Systems skills

Technical skills

Non-Technical Skills.

If there is a gap in the existing vs. required skills, then indicate how the gap will be closed, and when. Training modes can be of the following,

J - On the job

C - Class room/Workshop

M - Training/Orientation through Mail

S - Structured Self Learning

S. No. Role Training required Training Mode

1. Delivery Manager PMM Certified, Internal process certified S

2. Project Manager PMM Certified, Internal process certified J, S

3. Project Lead Internal process certified, Technical Certifications J, S

4. Onsite Coordinator Internal process certified, Technical Certifications J, M, S

5. Quality Analyst Internal process certified, Technical Certifications, SCM certification J, S

6. Developer Internal process certified, Technical Certifications J, C, S

7. Tester Internal process certified, Technical Certifications J, C, S

Project Communication Management Plan

Communication Matrix

Customers

The Project Manager will brief the overall progress to the sponsor on a weekly basis. This will be in the form of a Weekly Progress Report, including completed tasks, upcoming tasks and expenses incurred.

Any noticeable change in the project will be informed to the sponsor by the Project Manager. The changes will be documented in the Project Status Report.

Any change request from the Sponsor is done through the Change Request Form to the Project Manager.

Other Stakeholders

Any communication between the stake holders resulting in the Project change or regarding the project should be done through e-mails. It also necessary to document the change proposed and file a hard copy. Stake holders should be produced the same for their perusal.

Any casual consultation between the stake holders can be done through telephone or e-mail, unless they do not require any documentation.

Communication between the stake holders resulting in the change in the project process should have a written authorization from the Project Manager and in such cases Project Manager should always be kept in loop.

Project Team

The Project team will attend the project Kick-off meeting. Where in a detailed study of the Report would be done. This will be followed by a brain storming session to come up with the Project Scope, Scheduling and Costing.

Team will attend the Weekly Progress Meeting chaired by the Project Manager where in a stock of the Project progress will be taken, a weekly status report is produced along with the updated budget report, issues in the project team will be discussed and if required necessary documentation will be done.

Any feedbacks or suggestions from the project team will be left to the open discussion and with the proper evaluation, the feedbacks will be considered and the necessary documentation will be done.#p#分頁標題#e#

Any resource requirement especially the Human Resource, will be taken care by the Project Manager in consultation with the Human Resource Department and the same will be documented through e-mail or on a Hard Copy.

Escalation Mechanism

Every Project related issues will be resolved by the onsite coordinator after discussing with the project manager.If a reasonable reply is not attained from each side, problems will be escalated as per the predefined escalation ladder shown below

The Below tables provide the levels of people in stakeholders to whom issues may be escalated..

Escalation Mechanism from BlueSky

Reason Whom to Escalate

1. Show Stopper Delivery Manager

2. Software related issues (cost center) Project Leader

3. Quality related Issues Quality Assurance Manager

4. Communication related issues Project Manager

Escalation mechanism from Basket Case

Reason Whom to Escalate

1. Expected deliverable not on time (When it occurs second time) Project Leader

2. Expected deliverable not on time (When it occurs third time) Project Manager

3. Expected deliverable not on time (When it occurs more than three times) Delivery Manager

Project Cost Management Plan

Cost Estimates of Resources

Resource Name Resource Type Units Standard Rate Cost/Use

Project Manager Work 1 $1,500.00/day $0.00

Software Consultant Work 1 $1,200.00/day $0.00

Software Engineer Work 3 $1,000.00/day $0.00

Desktop Computer Support Personal Work 2 $600.00/day $0.00

Network Engineer Work 2 $800.00/day $0.00

Technical Writer Work 1 $800.00/day $0.00

Hardware Consultant Work 1 $1,200.00/day $0.00

Trainer Work 1 $1,000.00/day $0.00

Software Team Leader Work 1 $1,200.00/day $0.00

Hardware Team Lead Work 1 $1,200.00/day $0.00

Data Entry Operator Work 1 $600.00/day $0.00

Cabling Material (Smith Cables) Material 1 $0.00 $4,000.00

Cabling Contractor (Smith Cables) Material 1 $0.00 $4,000.00

Structural Contractor Material 1 $0.00 $4,000.00

Bluesky Software Material 1 $0.00 $200,000.00

Bluesky AMC Material 1 $0.00 $20,000.00

Oracle Software Material 1 $0.00 $25,230.00

Computer Hardware Material 1 $0.00 $174,915.00

UPS Material 1 $0.00 $6,300.00

Network Hardware Material 1 $0.00 $4,700.00

 

Project Quality Management Plan

BlueSky uses GSOP (Global Standard Operating Procedure) for each and every phase of the project for the quality management. Every single document from every team should adhere to the GSOP. The documents can be uploaded in the docbase after the approval from the quality assurance team. If a document fails the GSOP, the appropriate individual will be notified by the QA team for changes or rework. Once the rework/changes are completed it will be again reviewed by the QA team and after final approval it will be uploaded in the docbase.

Project Risk Management Plan

Risk Management is one of the challenges of the Project and requires a lot of fore sightedness and brain storming among the Stake Holders. The Risks that may arise during the course of the project is identified and tabulated according to the Priority along with the Mitigation Plan. The identified risks are prioritized based on an Excel based tool.#p#分頁標題#e#

Low Probability Risks

Risk Type Risk Description Management Strategy

1.Staff The staffs are not familiar with the system or not good at operating the system Train the staff before they start working, and teach them both the basic and advanced operations of system.

Medium Probability Risks

Risk Type Risk Description Management Strategy

1. Software Version There is an increased vulnerability to incompatibilities in installed software versions. Thus modifications may cause inconsistent operating results. Ensure that systems are properly tested and approved and that modifications are properly implemented.

Determine that adequate version control procedures are properly implemented.

2. Software Vulnerability Data lost due to the unexpected reasons. Such as power cut, virus, etc. Determine that the database management system has adequate recovery capabilities.

3. Project members Members complete their tasks on time, but being unable to satisfy the requirement. Members should analyze task requirement carefully and ask project manager for more detail if there is anything unclear. Should the project manager have any inquiries, ask the project sponsor. Do not start any tasks before understand them clearly.

High Probability Risks

Risk Type Risk Description Management Strategy

1. Resource Limited resources such as experienced programmer, consultant, engineer, money, etc. Arrange the necessary resources before starting the project. Inform the stakeholder in case of inadequate resources.

Very High Probability Risks

Risk Type Risk Description Management Strategy

1. Finance Due to some reasons, project requires more money, and cost overruns. Monitor cost performance, record the cost and plan the resource. All cost including direct and indirect cost should be estimated. If the cost overruns, inform the change to the stakeholder.

Procurement Planning

The procurement of the materials required for the IT infrastructure will be decided by the Project Manager and the Stake holders. Initially the Project manager will issue an RFP to some of the selected vendors, mentioning the requirements and the terms and conditions which will include conditions on delivery and support. Once the proposal from all vendors is received the
Project Manager will decide on the proposal and the contract will be awarded to the best offer. All the hardware will be delivered to the basket case site and the IT officer will be the custodian of it.

The details on the procurement are as below,

Products Procurement Method Quantity Required Delivery Date Delivery Location

Desktops Fixed Price 4 09-09-2005 Basket Case Office

6 09-09-2005 Warehouse

2 09-09-2005 Factory

Printers Fixed Price 2 Work group 1 Personal 09-09-2005 Basket Case Office

1 Workgroup 1 Personal 09-09-2005 Warehouse

1 Small laser printer 09-09-2005 Factory

Laptops Fixed Price 6 09-09-2005 #p#分頁標題#e#Basket Case Office

U P S Fixed Price 1 28-08-2005 Basket Case Office

Networking equipments Fixed Price 29-08-2005 Basket Case Office

File, Email & Print server Fixed Price 1 09-09-2005 Basket Case Office

Database Server Fixed Price 1 09-09-2005 Basket Case Office

Application Server Fixed Price 1 09-09-2005 Basket Case Office

The software procurement will be done directly on the Fixed Price and terms basis. This will cover the purchase of the BlueSky package, Oracle database, and Office suite. The procurement will be done by the Project Manager himself.

Cabling

Total cabling installation work has been outsourced to Smiths Cables. They work on a cost plus fixed fee contract. Procurement of cables will be done from Smiths Cables.

Structural Changes

Robert & Son have been assigned the work regarding the construction of the server room. The builder has inturn sub-contracted the electrician and locksmith. This will include air conditioning work required for the server room as well.

PROJECT EXECUTION

Change Management

Initially a change request is logged into the system and then the impact analysis is done along with the risk assessment. Based on the impact the request is sub divided into minor and major changes where it needs the approval from the principal system specialist where the implementation/schedule date and time is produced. The Approval is based on the rollback script say in case of the updates in an oracle database. Once the rollback log is reviewed and approved the commit script is executed and the appropriate changes will be made.

Any changes occurring during the course of the project is tracked through Chameleon change control software. This helps in making sure that each change is tracked from start to the end and each change will have an owner who is responsible for it. This tracking of changes will help the finance team to bill Basket Case.

The Below figure explains how the change takes place in our system with the help of Chameleon Change control

The BlueSky team will use the change request process for any enhancements or bug fixes, or for changes to deliverables that have been approved by Client. The Below table indicated helps to log and monitor changes during the lifecycle of the project.

Change Control number

Change definition

Project Impact

a. Agenda

b. Attempt

c. Price

Change Status

Requested Date

Approval/Rejected Date

Delivery Date

Date Finished

Comments

Signatures

Project Manager Stake Holder

Name Name

Signature & Date Signature & Date

SLA Management

BlueSky will be responsible for tracking and measuring all the relevant SLAs during the execution of the project. SLA data will be tracked on monthly basis. The cumulative SLA score will then be calculated every quarter to assess SLA adherence and determine the amount of penalty or bonus to be applied. INet a tool developed by EDS systems will be used for SLA management of issues.

Every three months, we will sit with our client together and review the SLA trends over the past quarter and, if necessary, changes in SLA parameters, measures and targets will be incorporated. BlueSky or Basket Case initiates a review exercise even before each quarter if necessary. The below diagram depicts the Basket Case SLA governance framework.

There is a weight age and priority for each SLA requests based on which the priority is marked as Low,Medium,High,Urgent,Ctirical.

Root cause analysis will be perfomed to identify the cause.

Detailed documentation for with the clear action plan will be created and shared with the clients.

If root cause analysis reveals a factor outside BlueSky's control as the cause, then the particular SLA Measure would be considered to have been met, after discussing the same with Client management in appropriate forum.#p#分頁標題#e#

In the project we have used, Waterfall Model. The waterfall model is a Project Development Model first proposed in 1970 by W. W. Royce, in which development is seen as flowing steadily through the phases. The Spiral model is also incorporated if in case any change results mid way through the project.

Advantages

Good progress tracking due to clear development stages.
Milestones and deliverables can be clearly identified.

Project Management and control is facilitated by the need to complete each stage before moving to the next.

Disadvantages

Inflexible partitioning of the project into distinct stages makes it difficult to respond to changing customer requirements.

Estimating time and costs is difficult for each stage.

PROJECT MONITORING AND CONTROL

Schedule Control

As discussed in the earlier section Project Scope change results in the Schedule change as well. Apart from this there are other factors that may force to change the Project Schedule.

Operational Change

Operational change could arise due to the technical factors. Any operational change will be dealt by the Project Manager and the Respective Team Lead (Software technical issues will be dealt by the Software team Lead and the Project Manager). Project Manager will be responsible for assessment, approval, implementation and acceptance of operational changes.

Contract Changes

The Stake holders have the right to change the proposal from the draft schedule, provided the changes does not breach the law or they do not have the technical and operational capability to handle the operational changes or accidents (emergency changes). The same holds good for the External contractors.

If a change request is issued by the external contractor, the Project Manager will undertake Impact Assessment. The impact assessment will comprehensively set out the details of the proposed change including: the details (and technical specifications of the change); the impact that the change will have on the performance and achievement. The Impact Assessment also includes a plan that details how the changes are implemented and a new timetable and budget estimate.

Cost Control

Cost being one of the major components of the Project, any change in the cost of the project will be given highest priority.

Any change in the cost (increase) during the course of the project will be discussed between the Stake holders and the Project Manager before it can be put forth of the Project Sponsor.

Depending on the % increase in the cost of the project from the estimated cost, a balancing act will be undertaken between time and cost but the Quality will not be compromised.

All the changes undertaken as a result of the cost change control plan will be documented and will be signed by the Project Sponsor and the Stake holders.

Quality Control

Audit is a thorough, systematic and independent examination carried out against defined criteria to determine whether:

Defined organization processes are adhered to.

Documentation of the project is maintained properly.

Change control mechanism is properly followed.

Scope Control

The Proposed project plan and all the documents related to the same are clearly verified and accepted by the Project Sponsor (Basket Case) and the Project contractor (BlueSky).

Any minor change in the scope of the project which does not result in the change of the project schedule, cost and time can be undertaken by the mutual agreement between the Project
Sponsor and the Project Manager. Any other changes will be undertaken after a detailed brainstorming between the Sponsor and Project Stake Holders along with the Change Request form.
All the documents (Change Request form) must be signed by the Stake holders. Only on consensus from the Stake holders the Project Manager will consider the effect of the scope change and re-evaluate the project with the required changes in the Project Schedule, Resource requirement, Costing, Human Resource requirement, Technical changes and Project completion Time. The final document should be signed by the Project Sponsor and the Project Manager before the changes can be implemented.

Risk Monitoring and Control

Risk Monitoring and Control is essential in every IT project, it extends to:

Continuously monitor for risks in the project and to predict future pitfalls

To evaluate if an identified risk has occurred or on the verge of occurrence

Check for risk mitigation strategy and put in place processes

Conduct periodic assessment of risks and check for risks that can occur

The risk team members are responsible for monitoring risk and to predict future risks. They need to update the steering committee on a regular basis of the status. During the meeting, all the identified risks will be reviewed for the likelihood of occurrence. Adequate measures should be planned in case of high risk cases. The frequency will be dependent upon the risk status and risk priority, as described below;-

Risk Status Criteria/Frequency/Venue Purpose

Received Pending Analysis If the risks in this status are more than three days, will be reviewed on the team meeting with sponsor.#p#分頁標題#e# Assure Risks are being assigned promptly

In Analysis Risks will be reviewed with the project sponsor during the weekly meeting. Ensure appropriate members and priority are assigned to analysis

PM Review Risks with status will be discussed in the weekly meeting with the project sponsor. Create agreement with Sponsor on recommended actions

Sponsor Review Risks with status will be discussed in the weekly meeting with the project sponsor. Achieve timely approval to implement recommendations

Active - Priority 1 Risks Reviewed with the Risk Owner and sponsor at an interval determined by the Project Manager and Sponsor from 1 to 30 days Ensure that priority risks are closely monitored

Active - Priority 2 & 3 Risks Reviewed with the Risk Owner and Project Manager at an interval specified by the Project Manager from 1 to 90 days Assure that all active risks are monitored for changes.

Event Occurred Project Sponsor will be notified with the risk event and updated on a weekly basis until the risk is raised as a change or incident management Ensure prompt communication of risks that have occurred and active management of risk events.

Closed Reviewed as part of project closure Identify lessons learned to improve future risk planning

The results of each review will be entered on the Risk Review Record to provide history of the review.

PROJECT CLOSURE

Final Customer Acceptance

Before the project was deployed in the live environment, the stakeholders and the business users tested the system and the application was put on dry run. The stakeholders verified for the defined requirements and comments on changes to be made were documented in the change request system. The requested changes are planned to be deployed in the future maintenance release.

Final Project Performance

The Overall Project Performance was good in terms of the requirements implementation and the actual downtime period per month was much lesser compared to the expected downtime, the performance of the application was good where its been tested with huge user population.

Customer Satisfaction Survey

There are a few factors to be done in the customer Satisfaction survey,

i.When to conduct Customer Satisfaction survey:

The best time to conduct a customer satisfaction survey is when the experience is fresh in their minds.

ii. What to ask in a Customer Satisfaction Survey:

* How satisfied are you with the purchase you made (of a product or service)

* How satisfied are you with the service you received?

* How satisfied are you with our company overall?

* How likely are you to buy from us again?

* How likely are you to recommend our product/service to others?

* How likely are you to recommend our company to others?

iii. What to do with answers from a Customer Satisfaction Survey:

* We need to compile the answers from different customers

* We must act on the information we get from the customers through the survey.

* We need to fix the things the customers have complained about. We need to investigate their suggestions.

* We need to improve our company and product in those areas the mean the most to the most of our customers.

* Most importantly we need to give them feedback that their answers were appreciated and are being acted upon.

Closure Meeting with the Customer

Discuss the contents of the draft report

Clear up any anomalies or misunderstanding that may have arisen during the review

Discuss and provisionally agree recommendations, actions to be undertaken, officer(s) responsible and implementation dates

Post Implementation Review

There are three purposes for a Post-Implementation Review:

To ascertain the degree of success from the project, in particular, the extent to which it met its objectives, delivered planned levels of benefit, and addressed the specific requirements as originally defined.

To examine the efficacy of all elements of the working business solution to see if further improve