...How “service delivery” can be improved to a better “project management”! To discuss how service delivery can be improved to a better project management, we need to comprehend the concept of a project, project management, and service delivery. We also need to describe the state of service delivery and why it has not improved yet. Firstly, a project is a temporary effort undertaken to create a sole product or service. A project ends when its objectives have been reached or when the project has been concluded. Projects can be huge or small and involve one person or many people. They can be completed quickly or even take years to complete. Information Technology projects involve using hardware, software, or a set of connections to produce a product, service, or result. Project management on the other hand is “the application of information, talent, tools and procedures to project activities to meet project requirements.” Project managers must not strive to meet specific a range, moment in time, quality goals, and a targeted budget, they must also meet the needs and anticipations of the people drawn in or affected by project activities. Service delivery is getting people the right information at the right time, or increasing an organization’s project management development levels within a given period of time by putting measures into practice to expand services to clients. It is the grouping and administration of the people, procedures, and knowledge, which when merged into...
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...PMO: Project management office An organisational body or entity assigned various responsibilities related to the centralised and coordinated management of those projects under its domain. The responsibilities of the PMO can range from providing project management support functions to being responsible for the direct management of a projecti PMO Services:ii . Basic support services Administrative support for project managers Collating and reporting project status to senior management Providing standards, methodologies and a set of PM tools Managing project documentation (including risk registers, schedules, incident logs etc) Promoting project management within the organisation 2. Advanced specialist Services Consultancy and advisory services Strategic and governance services Developing competencies of personnel, including training and mentoring for project managers Advising project and programme managers Evaluating project managers’ performance Recruiting, selecting and/or allocating project managers Recording, analysing and disseminating lessons learned Identifying, selecting and prioritising new projects, including involvement in benefits management and business cases, contingencies etc Allocating resources between projects and programmes Providing advice and recommendations to senior management Conducting project health checks and post-project reviews Monitoring and reviewing PMO performance and its effect on project delivery SServuces Services Services Providing...
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...of 400 employees including truck drivers. There are 6 distribution terminals (Philadelphia, PA, Baltimore, MD, New York City, Washington, DC, Newark, NJ and Wilmington, DE) for consolidating freight and 100 delivery vehicles including 20 tractor/semi-trailer units, 40 box trucks and 40 panel vans. The company operates in a highly competitive business environment. Due to slow economy, growth has been stagnant. John, the president of the company, would like to see growth at 5% per year. He would also like to see expenses cut by 5% to help fund new initiatives. Current revenue is about $39 million a year with profit running at 4%. 2. Business Strategic Objectives- A. Provide warehousing services for customers who want to reduce delivery time to their customers by having product available locally. a. Make sure local distribution is available for customers B. Improve the percent of loaded mile in their fleet to reduce costs by coordinating the pickup and delivery of freight at the same time in the same geographic area b. Increase delivery time c. Increase shipments into and out of the terminals as quickly as possible C. Track the whereabouts of freight both in the terminals and on the trucks to provide customers with accurate delivery dates and times. d. Decreased time of grouping shipments e. Eliminate the challenge for pickups f. Aware of space availability on the trucks D. Track the number of hours per day for...
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...down to the District of Columbia with 100 delivery trucks, 40 box trucks and 40 panel vans. Daily operations consist of drivers following the dispatch orders from the dispatcher loaded for pickup fro the distribution terminals, used for delivery and pickups. Business Strategic Objectives- To increase profitability and grow the business * Provide warehousing services: Reduce delivery times; local availability to their customers * Improve the percent of loaded miles: coordination of pickup and deliveries in the same geographic area * Track and accurately report delivery dates and times * Stream line data and improve automated processes: to provide useful information and services to it users when and where it needed. IT Vision and Mission Statement- The Rusty Rims IT Department Vision is to provide cutting edge technology, streamline data, and outstanding service support to our organization and its customers. Our Mission is to provide every service area, department and user with the tools necessary to perform the mission at the highest level, generating maximum return on investments, an elite product and service to our customers nationwide. Governance- This group of individuals are board members because each of their areas have ongoing projects or are in need of future projects and they have the expert knowledge of the company and how they are experts in their business areas, departments, and how each affects the organization mission and...
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...TASK 6 Explain how quality management can be measured. Select and explain a tool or technique that can be used by the restaurant for continuous improvement Quality is something customers crave for and what business pursue. Therefore managing the quality of products and services is very important to ensure that the management can be measured using different tools. This helps to improve the quality of the products and services to meet its standard. Below here is one of the tools used to measure quality management. FISHBONE DIAGRAM The fishbone diagram is used to identify all of the contributing roots causes likely to be causing a problem. This can be used when identifying possible causes for a problem especially when a team’s thinking tends to fall into ruts. For example the problems faced for Mr. Mahmud restaurant are such as lack of focus, lack of resources, low in delivery and training. All this problems and there effects can be drawn using a fishbone diagram as below: Lack of resources Lack of resources Lack of focus Lack of focus Demand and patterns lack of quality control Product failure Product failure Creating uncertainty Motivation communication with food runners Variable skill levels High employees Delivery Delivery Timing of course Delays Training employers Training employers A fishbone diagram has a central spine running left to right, around which is built a map of factors...
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...institutional property; management of private and international schools; and management and operation of the club. It is also involved in the sale of land; investment property; purchase of building materials; and providing landscape management, project management, management and administrative services. The company was founded in 1996 and is headquartered in Seremban, Malaysia.Matrix Concepts Holdings Berhad, a Negeri Sembilan according to property developers, it has earned a reputation for developing quality and affordable residential and commercial buildings since its incorporation in 1997.So far, the formation of a strong track record of completed development projects worth over one billion US dollars RM2.4 gross development value (GDV) of about 1900 acres of land in Negeri Sembilan and Johor. Part (A) Operations Management is the management of business practices to create the highest level of efficiency in the organization. The purpose of the operational management is the conversion of materials and labor into commodities and services as much as possible to maximize the profits of such an organization. Direct responsibility method individual or team, is responsible for all the necessary clients will need to go to the results of the customer. The results should be designed with measurable impact on the customer. Here is the five direct responsibilities which is matrix concept holding berhad was practicing well to handle the project. The first of direct...
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...distribution and regional transportation company. RR is headquartered in Wilmington, DE with six (6) distribution terminals on the East Coast (Philadelphia PA, Baltimore MD, New York City, Washington DC, Newark NJ and Wilmington DE) that are used for consolidating freight. The company has a staff of 400 employees that include the truck drivers and has 100 delivery vehicles which include 20 tractor/semi-trailer units, 40 box trucks and 40 panel vans. Due to a slow economy, the company’s growth has been stagnant. The President’s goal is to increase the company’s growth by 5% each year and to reduce the company’s expenses by 5%. 2. Business Strategic Objectives a) Provide Warehouse Service: Ability to provide products locally thus reducing delivery times. b) Improve the Percent of Loaded Miles: Coordinate with drivers on pickup and delivery of freight in the same area that the drivers are currently working in/around. c) Track/provide Accurate Delivery Dates & Times: Ability to track and monitor shipments to provide accurate delivery dates and times to customers. d) Track Drivers Hours of Service: Ability to track the number of hours per day for each driver to adhere to the Federal Motor Carrier Safety Administration (FMCSA) regulation. This will increase the safety of the drivers by ensuring they have the necessary rest needed before starting a new shift. 3. IT Vision and Mission Statement The Information Technology (IT) vision...
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...CARE Contemporary health care systems are constantly challenged to revise traditional methods of health care delivery. These challenges are multifaceted and stem from: 1. novel pharmacological and non-pharmacological treatments; 2. changes in consumer demands and expectations; 3. fiscal and resource constraints; 4. changes in societal demographics in particular the ageing of society; 5. an increasing burden of chronic disease; 6. documentation of limitations in traditional health care delivery; 7. an increasing emphasis on transparency and accountability, 8. evidence based practice (EBP) and clinical governance structures; and 9. the increasing cultural diversity of the community. These challenges provoke discussion of the necessity of developing services around a model of care. What do we mean by a model of care? Ambiguity exists in the literature, with the terms, model of care, nursing model, philosophy, paradigm, framework and theory often used interchangeably, despite referring to diverse, yet parallel concepts (Tierney 1998). In their recent review of the literature, the Queensland Government (Australia) reported that they found no consistent definition of ‘model of care’ (Queensland Health 2000). They concluded that a model of care is a multidimensional concept that defines the way in which health care services are delivered (Queensland Health 2000). More specifically, Davidson and Elliott (2001) described a model...
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...Secondary processing equipment used in the Semiconductor industry. XYTech provides its customers complete integrated engineering solutions from conceptual design to operational equipment; as well as after sales support. The company mission is to produce highly dependable and reliable machineries with effective cost and superior support and services to their customers. In the automation industry, competition is aggressive and dynamic where competitor will compete to gain the orders. Slack, Chambers and Johnston (2010) states that, there are five elements which are quality, speed, cost, flexibility and dependability are essential in operation objectives. XYTech has to fulfill all the elements in their operation objectives in which their customer expects besides meeting their machineries specification and requirements. As automation competitor competes with each other, order qualifying factors are the same in which customers look at all the five elements. To be an order winning, XYTech approach is by emphasizing their customer that once orders are received, their orders are manage by qualified Project Management Team. This is because XYTech adopted project process in their operation process, as their core is customization of product (Slack,...
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...lean approach is enabling us to take on extra business more easily as we know we have the flexibility to provide a greater range of services.” Ian Cooley – Service Delivery Manager (Operations), SMC, Infrastructure Services, Fujitsu Customer’s Challenge Fujitsu Services is a leading European information technology services company, with an annual turnover of £2.46 billion (€3.59 billion) and over 19,000 employees in 20 countries. The company’s awardwinning Sense and Respond approach is designed to meet the needs of customers in terms of quality, cost and delivery time using minimum resources, by identifying and removing the root causes and costs of operational problems. Philosophically Sense and Respond takes a lead from the Lean management methodologies developed in the manufacturing industry, especially by Toyota and Unipart, by aligning all the participants in a process to meet the real needs of customers, and eliminating any waste or unnecessary processes. However, Fujitsu saw an opportunity to embed the principles and techniques of Lean more deeply into the process. Jo Peck, Sense and Respond Implementation Manager, Sense and Respond Institute, Fujitsu, explains, “Sense and Respond is what enables Fujitsu to deliver what matters to our customers. But the question was how could be we build and grow it to include even more of the Lean approach? How could we remove more waste from the process and deliver better customer value, all supported by cultural change and continuous improvement...
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...Council of Supply Chain Management Professionals (CSCMP) defines logistics as the process of planning, implementing, and controlling procedures for the efficient and effective transportation and storage of goods including services, and related information from the point of origin to the point of consumption for the purpose of conforming to customer requirements. This definition includes inbound, outbound, internal, and external movements. Inbound Logistics It is important for companies to have total visibility of their inbound logistics function. If the logistics management can see which inbound deliveries are arriving they can schedule the correct resources to be available at the correct times so that materials are unloaded in a timely fashion without causing a bottleneck at the receiving dock. The inbound logistics process in SAP starts when purchase orders are processed at the vendor and an advanced shipping notification (ASN) is sent back. When an ASN is received this can trigger an inbound delivery to be created in SAP. The delivery will contain information on the vendor, the items, quantities to be expected and the delivery details. The delivery monitor is used to display and process open and completed deliveries. It is a single list that is easily reviewed. It shows deliveries that are due for picking or putaway and creation of transfer orders, deliveries for which picked quantities or putaway stocks need to be confirmed, and process deliveries that are due for goods...
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...Customer Relationship Management Business Context * Founded by Conrad Hilton in 1919, began it’s operations with Mobley Hotel in Cisco, Texas * In 1946 went public as Hilton Hotel Corporation and had 15 properties in 11 states * The chain in 1964 spun off the International business into a separately traded company Hilton International that was sold * In 1964 divided the domestic lodging segment into: * Casinos * Vacation ownership * In 2000 acquired Promus Hotel Corporation, took Hilton’s close to 1700 properties marks. * In 2005 Hilton Hotels bought back Hilton International Co. * Hilton opened 1,000th hotel in North America since 2000 reaching a presence in 78 countries and over 100,000 employees. Key Business Drivers * Retain their excellent services improving Hilton experience * Aggressive growth strategy * Enhancing the value of its brands portfolio * Keep its leadership in the market Initiative Objectives/Benefits Objectives | Benefits | Introduce the Customers Really Matter promise | * Recognition * Personalization of the customer experience * Service recovery | Foster a closer relationship with best guests | * Improving customer loyalty | Improve the flexibility of the company | * Storing detailed information about customers * Use the SALT survey, key component of CRM | Initiative Challenges Challenges | Solutions | Make CRM part of DNA of the company | * Improve continually the...
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...systematic monitoring and evaluation of the various aspects of a project, service, or facility to ensure that standards of quality are being met. It is important to realize also that quality is determined by the program sponsor. QA cannot absolutely guarantee the production of quality products, unfortunately, but makes this more likely. Two key principles characterize QA: "fit for purpose" (the product should be suitable for the intended purpose) and "right first time" (mistakes should be eliminated). QA includes regulation of the quality of raw materials, assemblies, products and components; services related to production; and management, production and inspection processes. It is important to realize also that quality is determined by the intended users, clients or customers, not by society in general: it is not the same as 'expensive' or 'high quality'. Even goods with low prices can be considered quality items if they meet a market need. QA is more than just testing the quality of aspects of a product, service or facility, it analyzes the quality to make sure it conforms to specific requirements and comply with established plans. Quality assurance is the process of verifying or determining whether products or services meet or exceed customer expectations. Quality assurance is a process-driven approach with specific steps to help define and attain goals. This process considers design, development, production, and service. Quality Methods There are five Major Industry Recognized...
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...Secondary processing equipment used in the Semiconductor industry. XYTech provides its customers complete integrated engineering solutions from conceptual design to operational equipment; as well as after sales support. The company mission is to produce highly dependable and reliable machineries with effective cost and superior support and services to their customers. In the automation industry, competition is aggressive and dynamic where competitor will compete to gain the orders. Slack, Chambers and Johnston (2010) states that, there are five elements which are quality, speed, cost, flexibility and dependability are essential in operation objectives. XYTech has to fulfill all the elements in their operation objectives in which their customer expects besides meeting their machineries specification and requirements. As automation competitor competes with each other, order qualifying factors are the same in which customers look at all the five elements. To be an order winning, XYTech approach is by emphasizing their customer that once orders are received, their orders are manage by qualified Project Management Team. This is because XYTech adopted project process in their operation process, as their core is customization of product (Slack,...
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...Strategy and Plan NICI - 2015 © No part of this document can be reproduced, stored in a retrieval system, or transmitted in any form or by any means - electronic, mechanical, photocopying, recording, or otherwise - without the permission of the Rwanda Ministry in charge of ICT in the Office of the President. List of Acronyms AGAGE AISI AMIS ARTEL BNR BPO CD CERT COMESA CNS-ATM CS CSIRT CTC FWG DCRS EAPP EASSy EDPRS e-GOV EMIS EMR EQMS ERMS FMS FY GDP GIS GNI GNP GoR G2B G2C G2G HIV HLSC HRMS ICT ICT4D IDS IPAR IPS ISP ISPA ITU IXP JICA Advanced Global Atmospheric Gases Experiment African Information Society Initiative Agriculture management Information System Africa Rural Telecommunication Banque National du Rwanda Business Processing Outsourcing Community Development Computer Emergency Response Team Common Market for Eastern and Southern Africa Communication Navigation Surveillance /Air Management Cyber Security Computer Security Incident Response Team Coordination Technical Committee Focus area Working Group Develop a Digital Court Recording System East African Power Pool Eastern Africa Submarine Cable System Economic Development & Poverty Reduction Strategy (2008-2012) e-Government Education Management Information System Electronic Medical Records Electronic Queue Management System Electronic Records Management System Financial Management Systems Fiscal Year Gross Domestic Product Geographical...
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