...BSBPMG522A ASSIGNMENT UNDERTAKE PROJECT WORK BSBPMG522A BSBPMG522A ASSIGNMENT UNDERTAKE PROJECT WORK BSBPMG522A Assignment – PART A: Define Project – the Project Charter – STUDENT INFORMATION Assessment due date 08/03/15 Scenario: You are an ambitious Customer Service Team Leader at Fynntown City Council Customer Service Centre (CSC). FCC CSC does not currently have a good reputation for Customer Service in either the business or general community. You have a lot of ideas on how to improve this situation, but as a Team Leader, you do not have the authority to implement any of these ideas. You have recently undertaken a Risk Assessment and Workforce Planning Exercise to identify ways of filling the skills gap and improving Customer Service at Fynntown City Council. There are three major parts to the Customer Service Improvement Initiative: 1. Restructuring the Customer Service Centre to deliver an 80% first Point of Contact Resolution Rate (it is estimated that this will reduce complaint calls by 75%) 2. Introducing a Workforce Management Plan that identifies and rewards talent 3. Installation of a new Database across all of Council that will house all constituent and business details, customer call histories, a knowledge base with information and FAQs, and performance reports (this forms a sub-project of the larger project with the IT Manager, Jim Pertwhistle, as the Project Manager). A budget of $175, 000 plus $25,000 contingency requiring...
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...2008 Sunshine Coast Airport: Project Charter Project Management: Principles, Processes and Practice Sunshine Coast Airport Project Charter Project Management Practice: Assessment 1 Team Name: JETTS Group: Simpson Chang, Thomas Le, Trung Huu Nguyen, Safi Ayoush, Edi Ofori Project Management Practice: Assessment 1 1 Page 1/1/2008 Sunshine Coast Airport: Project Charter Project Management: Principles, Processes and Practice CONTENTS Document Management .......................................................................... 4 Distribution List ............................................................................................................................................. 4 Version Control .............................................................................................................................................. 5 Project Registration ....................................................................................................................................... 6 Executive Summary ................................................................................. 7 1 Rationale ..................................................................................................................................................... 7 2 Business Drivers .........................................................................................................................
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...range of fly service and fast growth * Flythere Charters Pty Ltd does have a diversified rang of air fly service. Although the company is not big company, the company provide diversified rang of service such as tourism, emergency trips, mercy flights, business flights, survey flights. Throughout the year, the company was in a rapid expansion phase. From 20xx-1 to 20xx, the company was growth very fast, total asset was increased from 23.7 million to 36 million. At the same time, the revenue was increased more than 60% during the same period. * High performance in debt collection and debt issue * Flythere Charters Pty Ltd has a good performance in its debt colletion. From ratio analysis, we can get the debtors payment period in 20xx became shorter than the year 20xx-1. The debtors have good creditworthiness and the company has a good credit extension. At the same time, the company issue a large number of debts was uncurrent bonds, which will help they to reduce the financial pressure in a short time. The instalment sale agreements was rase to 12million from the 4million. * Broad mareket channels and more stronger comatition * Flythere Charters Pty Ltd has investmented in RMS Pty Ltd and wish to merger it in 20xx+1. RMS Pty Ltd has many internation bussiness, so this offers a vast market prospects and opportunities for Flythere. At present, the company only provide service in Australian. Nevertheless in future, the company can expany its service in other countries...
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...ASSESSMENT OF THE IMPACT OF SERVICE CHARTERS ON SERVICE DELIVERY IN MALAWI – A CASE OF SOUTHERN REGION WATER BOARD BY RASHID FRIDAY NTELELA (201004511) A DISSERTATION SUBMITTED IN FULFILLMENT OF THE REQUIREMENTS FOR THE MASTERS DEGREE IN PUBLIC ADMINISTRATION TO THE DEPARTMENT OF PUBLIC ADMINISTRATION IN THE SCHOOL OF PUBLIC MANAGEMENT AND DEVELOPMENT, UNIVERSITY OF FORT HARE, BISHO CAMPUS SUPERVISOR PROF. E.O.C IJEOMA 20th January, 2012 1 DECLARATION I, Rashid Friday Ntelela, hereby declare that this research thesis is my own original work, that all reference sources have been accurately reported and acknowledged, and that this document has not previously, in its entirety or in part, been submitted to any University in order to obtain an academic qualification. Rashid Friday Ntelela 20th January, 2012 2 Table of Contents DECLARATION ............................................................................................................... 2 DEDICATION .................................................................................................................. 7 Acknowledgements ......................................................................................................... 8 CHAPTER 1 1.0 1.1 1.2 1.3 1.4 1.5 Introduction............................................................................................................ 9 Statement of the Problem .................................................................................. 11 Research...
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...KISII UNIVERSITY ELDORET CAMPUS FACULTY OF COMMERCE EVALUATING SERVICE CHARTERS AS AN EFFICIENCY STRATEGY ON EMPLOYEE PERFORMANCE AT WEBUYE SUB-COUNTY HOSPITAL TIMOTHY SHALO CBM12/10693/14 A Research Proposal Submitted in Partial Fulfillment of the Requirements of the Award of a Master’s Degree in Business Administration - Strategic Management option, at Kisii University, Eldoret Campus August 2015 DECLARATION Declaration by the Candidate This research proposal is my original work and has not been presented for a degree in any other university or institution. No part of this project may be reproduced without prior permission of the author and/or Kisii University. Signature: ___________________ Date___________________ Timothy Shalo CBM12/10693/14 Declaration by the Supervisors This proposal has been submitted for examination with our approval as University Supervisors Signature: __________________ Date_____________________ Dr. Osodo Lecturer, Faculty of Commerce, Kisii University. Signature: __________________ Date_____________________ Dr. Okello Lecturer, Faculty of Commerce, Kisii University. DEDICATION This research proposal is dedicated my family for the support and encouragement they gave me throughout the period of undertaking the proposal. ACKNOWLEDGMENT First, I wish to...
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...GAP Research Compendium PROJECT CHARTER LITE VERSION .3 6/1/2006 VERSION HISTORY |VERSION # |IMPLEMENTED |Revision |Approved |Approval |Reason | | |By |Date |By |Date | | |0.2 |Robin Tracy |5/22/2006 | |5/22/06 |Updates per Customer | |0.3 |Robin Tracy |6/1/06 | |6/1/06 |Final approval updated with CCID | | | | | | |comments | | | | | | | | | | | | | | | | | | | | | | |Project Charter | |Full Template |Lite Template | |Introduction ...
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...2. INITIATION PHASE ..................................................................................................................................... 6 2.1 Analysis of different options and recommendations ......................................................................... 6 2.2 Weight Decision Matrix....................................................................................................................... 6 2.3 SWOT analysis ..................................................................................................................................... 7 2.4 Business case....................................................................................................................................... 8 2.4.1 Introduction/Background............................................................................................................. 8 2.4.2 Business Objectives ...................................................................................................................... 8 2.4.3 Current situation and Problem/Opportunity Statement...
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...PMO Challenges The AtekPC Project Management Office Case Study was assigned for this class to provide an overview of the challenges faced by management in the development and deployment of a PMO in an existing company. Based on the case study respond to the questions below incorporating not only the course reading materials, but any outside research that may be relevant. Be sure to cite the authority for any research included in your response. What were the changes in AtekPC’s business environment that caused the company to introduce a PMO? Based on your assigned readings and research, do these appear to be appropriate reasons for developing a PMO? Why or why not? “One might be cost reduction. Another motivation to get better on projects would be that we have to get more creative, adaptive, and agile in launching new products. “ [1] “The PC industry was changing, and AtekPC was engaged in dealing with dramatic pressure from larger competitors such as HP, Dell, and Lenovo. To compete in a changing industry in which consolidation was occurring, AtekPC had implemented a corporate Planning Office. Recognizing the role that IT would likely play in enabling AtekPC to respond to the industry pressures, the senior vice-president had supported the creation of a PMO within IT. “ [1] Somewhat true but not sufficient Here are some other reasons of why we should have PMO. (of course it cannot represent everything) In mature organizations, the PMO is...
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...THE Project Management Office (PMO) Prepared by: Dzingwa Madzima June 2010 1 Overview • • • • • • • The What and Why of PMO’s Starting a PMO Types of PMO’s PMO Roles and Responsibilities Executive Buy-In PMO Best Practices Telecel Zimbabwe PMO 2 The What and Why of PMO’s 3 Enhancing Your Bottom Line By Investing In Better Project Management Increasing Throughput Rate Strengthening the weakest link Achieving higher customer satisfaction Identifying the bottlenecks Reducing the program delivery interval Becoming the service provider of choice 4 What Is a PMO Exactly? 59% of respondents said PMO means project management office; 12% said it means program management office. Study by Brian Hobbs PMP and Monique Aubry “An organizational unit to centralize and coordinate the management of projects under its domain. A PMO oversees the management of projects, programs or a combination of both.” A Guide to the Project Management Body of Knowledge (PMBOK® guide), Third Edition © 2004, p. 17 In each organization, the definition of a PMO may vary in name and by function, but it essentially centralizes, coordinates and oversees the management of projects and programs. Article by Bud Baker, Ph.D. PMI Network, June 2007 5 The Project Management Office (PMO) A PMO is a centralized organization dedicated to improving the practice and results of project management. • • Some PMO initiatives are minimal, involving part-time staff. • Other initiatives involve huge infrastructure...
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...5 Performance measurement Nonprofit organizations need to view revenue as a resource needed to achieve their missions. Obviously, revenues must exceed expenses over the long-term or an NPO will not survive. —Glenn Rowe Key Topics: balanced score card, customer feedback, competitive comparison, strategic objectives, blue ocean strategy W hat makes an organization “good” at what it does? Or, as Jim Collins (2001) would ask, “What makes an organization great?” Most would acknowledge that accountability, effectiveness, and achievement of desired performance outcomes are minimal requirements for any organization’s success. These requirements demand a measurement system relative to an organization’s mission, vision, values, and strategic plan. This chapter discusses methods for establishing such systems. In doing so, we echo Worth’s (2012) concern that “nonprofit managers must be committed to performance measurement but should not become overly focused on it to the detriment of delivering their mission’s programs” (p. 157). Performance measurement Process Before engaging in performance measurement, it is vital to understand the level and scope of the process. Measurement can be conducted for effectiveness or performance at the program/project or organizational level. Effectiveness relates to achieving the mission, while performance is a broader concept that considers financial results and other variables related to the overall organization. Once the scope and level of...
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...GAP Research Compendium PROJECT CHARTER LITE VERSION .3 6/1/2006 VERSION HISTORY |VERSION # |IMPLEMENTED |Revision |Approved |Approval |Reason | | |By |Date |By |Date | | |0.2 |Robin Tracy |5/22/2006 | |5/22/06 |Updates per Customer | |0.3 |Robin Tracy |6/1/06 | |6/1/06 |Final approval updated with CCID | | | | | | |comments | | | | | | | | | | | | | | | | | | | | | | |Project Charter | |Full Template |Lite Template | |Introduction ...
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...ANALYSIS OF THE EFFECTS OF A SERVICE CHARTER ON SERVICE DELIVERY DECLARATION DEDICATION I wish to dedicate this work to my wife Grace, children Jedidiah, Emmanuel and Beracah and parents who inspired, supported and encouraged me to overcome the numerous challenges of this study. ACKNOWLEDEGEMENT I wish to acknowledge the professional guidance and support of Dr. Katuse throughout this work. I am also grateful to Mr Charles Muhia who spent much of his time discussing the work and giving valuable guidance and suggestions. I am also grateful to my colleagues who provided valuable information to enable this study to be success. TABLE OF CONTENTS DECLARATION i DEDICATION ii ACKNOWLEDEGEMENT iii TABLE OF CONTENTS iv LIST OF FIGURES v LIST OF TABLES vi ABSTRACT vii CHAPTER ONE: INTRODUCTION 1 1.1 Background 1 1.1.1 Kenya Power and Lighting profile 1 1.1.2 Customer service charters 2 1.2 Problem Statement 3 1.3 Research Objectives 4 1.4 Research Questions 4 1.5 Significance of the Study 5 1.6 Delimitations/scope of the study 5 1.7 Assumptions of the study 5 1.8 Definition of Operational Terms 6 CHAPTER TWO: LITERATURE REVIEW 7 2.1 Introduction 7 2.2 Theoretical Review 7 2.3 Theoretical Framework 10 2.4 Empirical Review 10 2.4.1 Customer service Charter 10 2.4.2 Services 11 2.4.3 Customer Service Orientation 12 2.4.4 Quality 12 2.4.5 Service Quality standards 13 2.4.6 Standard setting 13 2.4.7 Employee involvement and in organization...
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...Introduction The core business of my company is ship management, the parent company owns a fleet of seventy ships and charters an equal number, majorly comprising of oil tankers and bulk carriers. The fleet management of the owned tonnages are carried out from offices based in Rome&Singapore. The chartering and pre- post fixture operations of the owned & chartered tonnages are carried out from shipping business hubs across various time zones like Singapore , Dubai, Monte Carlo , London, Stamford .For our owned tonnages we are a functional department for the chartering division who are marketing the ships. As ship managers we market our expertise on third party ship management to other ship-owners. We are also involved in new ship building consultancy services which need the marketing of our technical expertise. The economic crisis of 2008 and the ongoing euro zonecrisishave changed the global economic landscape,affecting trade and movement of goods along major shipping routes. Economic slowdown compounded with surplus global tonnage have put ship owners, financers, investors, creditors and other participants in the market in a state of disarray with questions of bankruptcy and restructuring engulfing them. As no immediate market recovery is projected, shipping companies are trying to develop new strategies to remain competitive and as...
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...The Board is committed to conducting the business and operations of Caltex Australia Limited and its group companies (Caltex) in accordance with high standards of corporate governance, and in the best interests of our shareholders. The Corporate Governance Statement provides information about the Caltex Group’s corporate governance practices for 2014, including compliance with the ASX Corporate Governance Council’s Corporate Governance Principles and Recommendations for the year ended 31 December 2014 and as at the date of this Annual Report. A graphical representation of Caltex’s Corporate Governance Framework (CG Framework) is set out below. Delegation MD & CEO Board Independent Advice • Independent legal or other professional advice Audit Committee • Audit Committee Charter OHS & Environmental Risk Committee • OHS & Environmental Risk Charter Oversight through reporting • External auditors External Auditor Policy • Internal Audit • Board Charter • Board Tenure Policy • Board Composition, Appointment, Induction & Election • Charter of Director Independence • Delegation of Authority • Performance Evaluation Process • Policy for Transactions with Chevron • Risk Management Summary • Continuous Disclosure Policy • Securities Trading Policy • Shareholder Communications Policy • Code of Conduct • Diversity and Inclusion Policy Human Resources Committee • Human Resources Committee Charter Delegation Accountability Accountability ...
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...itself Elements over which the project team has little/no control What opportunities and threats are posed by competitors, suppliers, customers, regulatory agencies, technologies Guiding Principles The vision describes the organization of the future “vivid description of a preferred future” Require extra effort to be achieved Often multiyear goals that end in suggesting the need for a new vision The mission statement provides a mechanism for achieving the vision “organization’s core purpose, core values”, beliefs, culture, primary business, primary customers Mission Statement Considerations Purpose – communicates why an organization exists Beliefs – what the leaders of an organization stand for Core values – how decisions will be made and how people will be treated Culture – how members should act Primary business areas – what business the organization engages in Primary customers – which groups of people need to be satisfied Strategic Objectives Means of achieving the vision and mission Objective setting occurs annually Describe short term and long term results Describe measures of achievement Effective objectives are SMART Specific Measurable Achievable Results-based Time-specific Flow-down Objectives How to...
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