MGT4109 Project Time Management and Technology Midterm Case Study (2) MGT4109 Midterm Exam Case Study (2) You are a project scheduling manager, working for Pria‐Tel Consulting. Pria‐Tel Consulting has been contracted by PASK Technologies to provide Telephone Technical Support as well as a Customer Support Manual, following the launch of the new PASK Snow‐Detecto‐2000 product line in March 2021. The length of the contract is 8 weeks, after which it may be renewed. The Snow‐Detecto‐2000 is a snow detecting device which sends signals to a customer’s cell phone via home internet to alert the customer as to when snow must be shoveled. Snow levels display in the downloaded mobile software application. The product is set to launch in March 2021, as the company believes that this will be a particularly heavy snowfall season in Ottawa and is hoping this will be a popular holiday gift. The contract awarded to Pria‐Tel Consulting has a start date of March 1, 2020. The first deliverable in the contract is for a Customer Support Guide and Manual. This manual will be produced in the Ottawa office of Pria‐Tel, written by Robin, the company’s technical writer. The Manual will take 1 week to produce, at a cost of $5000.00. This manual must be available to all Customer Support staff in order for them to provide Telephone support. Once the manual is complete, it will be distributed via email to all telephone support staff, who will be given 1 day to read the manual before their first scheduled phone support shift. Following the distribution of the manual, Pria‐Tel Consulting will provide Phone Support to all PASK customers who purchase the new Snow‐Detecto‐2000 device. Support will be offered 7 days a week, from 10am to 8pm each day. IT Updates to the Telephone and Computer Systems at all Pria‐Tel offices, responsible for all offices, are conducted between 6:00am and 8:00am and Daily Office Cleaning takes place between 8pm and 10pm each day. The project scheduling manager is not responsible for the cost or schedule for these activities. Telephone Coverage will be handled as follows: Ottawa Office: 10am to 8pm Saturday, Sunday, Monday, Tuesday Staff – Edrei, Pat, Tina, Krishna – each available to work a MAXIMUM of 40 hours per week at a rate of $18/hr Toronto Office: 10am to 8pm Thursday, Friday, Saturday, Sunday Staff – Damian, Margo, Nomusa, Anika – each available to work a MAXIMUM of 40 hours per week at a rate of $18/hr Each Customer Support employee will have to certify that they have read and understood the Customer Support Guide and Manual before beginning Phone Support work. The contract also stipulates a Quality Assurance milestone task – all staff are required to record 1 hour of customer support calls during their first shift doing telephone support. These call recordings will be submitted to PASK Technologies to ensure quality standards and customer service principles are being met. You are the Scheduling Project Manager for Pria‐Tel, responsible for the scheduling for ONE office only: STUDENTS WITH FIRST NAMES BEGINNING WITH A to M: Ottawa Office STUDENTS WITH FIRST NAMES BEGINNING WITH N to Z: Toronto you have to find 1. Please show the Resources you scheduled for this project 2. (a) Depending on your first name (A‐M or N‐Z) show the Calendar (with working hours,such as 10‐8) for ANY ONE of your staff members for March 20, 2021. (Screenshot from MS Project) b.Show the Calendar (with working hours, such as 10‐8) for the SAME resource (depending on your name) for March 21, 2020. What is a milestone stipulated in this contract? How did you show this in MS Project? (a) When (on what date) do you expectthe milestone to be achieved? Why? (b)Is there a risk of setting the milestone on this date as a specific (fixed)date? Why
Optimizing Project Milestones and Resources in Pria-Tel Consulting’s Support Project”In the dynamic world of project management, ensuring that resources are effectively allocated and milestones are met is essential for a successful project. In our case, as the Scheduling Project Manager for Pria-Tel Consulting, we are tasked with scheduling resources for the company’s contract with PASK Technologies to provide Telephone Technical Support and a Customer Support Manual for the Snow-Detecto-2000 product launch. This project not only relies on resource allocation but also has a critical Quality Assurance milestone, which needs to be managed meticulously to ensure project success.
First and foremost, let’s delve into the resources scheduled for this project. To provide support for the Snow-Detecto-2000 product, we’ve allocated two sets of resources: the Ottawa Office and the Toronto Office. The Ottawa Office, comprising Edrei, Pat, Tina, and Krishna, will be available for support on specific days, as will the Toronto Office staff, which includes Damian, Margo, Nomusa, and Anika. Each of these resources is available for a maximum of 40 hours per week, and they are set to work during specified hours from 10 am to 8 pm, aligning with the project requirements.
The contract with PASK Technologies includes a crucial Quality Assurance milestone. This milestone stipulates that all customer support staff must record 1 hour of customer support calls during their first shift of telephone support. These call recordings will be reviewed by PASK Technologies to ensure that quality standards and customer service principles are being upheld. It’s a vital aspect of the project to maintain a high level of customer satisfaction.
To effectively manage this Quality Assurance milestone in MS Project, we need to create a task named “Quality Assurance Milestone.” This task should have a duration of 1 hour and be linked to the start date of each customer support staff’s first shift. This setup ensures that each staff member is required to complete their 1-hour recording during their initial support shift. Importantly, this task should be marked as a milestone in MS Project, indicating its significance as a key project checkpoint.
The expected milestone achievement date for the Quality Assurance task is not fixed because it varies depending on each support staff member’s individual start date. The milestone is achieved as each staff member completes their 1-hour recording during their first shift. This flexibility accommodates different schedules and minimizes the risk of setting unrealistic deadlines.
Setting a fixed milestone date can be risky in this scenario. It may lead to variable completion times, prioritize speed over quality, and fail to account for unforeseen delays. By adopting a flexible approach that depends on individual start dates, we can mitigate these risks and ensure that quality remains a top priority.
In conclusion, effective project management hinges on smart resource allocation and thoughtful management of milestones. In the case of Pria-Tel Consulting’s project with PASK Technologies, we’ve seen how resources are allocated to ensure timely support for the Snow-Detecto-2000 launch. Additionally, we’ve highlighted the importance of the Quality Assurance milestone and how to manage it efficiently in MS Project. By understanding the nuances of resource management and milestone setting, we can increase the likelihood of project success and deliver exceptional customer support.
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