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Service Culture
Re: CHAPTER 5: Service Culture
Lesson 1
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PROJECT MANAGEMENT
· Application of knowledge, skills, tools, & techniques to a broad range of acts in order to meet the reqs of a project.
5 Phases of Project Management:
Project Initiation
Project Planning
Project Implementation
Project Monitoring
Project Closure and Evaluation
PHASE 1:
Project Initiation
· Start of the project. Goal is to define the project at a broad level and often begins with a business case.
Project Initiation Document
:
A document. Done if the project pushes through. It oulines the purpose & requirements of the Project.
PHASE 2:
Project Planning
· Focused on developing a roadmap. Project scope is defined.
Project Initiation Document is done in Phase 1:
Project Initiation
if project pushes through.
Project Management Plan is done during Phase 2:
Project Planning.
Project Management Plan
A plan containing cost, quality, available resources, realistic timetable, time, roles, responsibilities, and accountabilities.
Phase 2: Project Planning starts with setting
goals.
Phase 2: Project Management / Two Methods of Setting Goals
S.M.A.R.T.
Goals
C.L.E.A.R.
Goals
Goals Setting Method: S.M.A.R.T. Goals
Specific
Measurable
Attainable
Realistic
Timely
SMART GOALS:
Specific
· Answer who, what, where, when, which, & why questions
SMART GOALS:
Measurable
· Create criteria to measure the success of a goal
SMART GOALS:
Attainable
· Identify important goals & what it takes to achieve them
SMART GOALS:
Realistic
· One should be willing & able to work toward a particular goal
SMART GOALS:
Timely
· Create a timeframe to achieve the goal
Goals Setting Method: C.L.E.A.R. Goals
Collaborative
Limited
Emotional
Appreciable
Refinable
CLEAR METHOD:
Collaborative
· Goals should encourage staff to work together
CLEAR METHOD:
Limited
:
· Limited in scope & time to keep it manageable
CLEEAR METHOD:
Emotional
· Goals should tap into the passion of employees and form an emotional connection to.
CLEAR GOALS:
Appreciable
Break larger goals into smaller tasks that can be quickly achieved.
CLEAR GOALS:
Refinable
As new situations arise, be flexible and refine goals as needed.
SCOPE STATEMENT
· A document that clearly defines the business needs, benefits, objectives, deliverables, & key milestones.
WORK BREAKDOWN SCHEDULE
· A visual representation. Breaks down the scope of the project into manageable sections.
MILESTONES
· Identify high-level goals needed to be met throughout the project, include in a Gantt chart
Gantt Chart
· A visual timeline used to plan out tasks & visualize project timeline.
Communication Plan
· Done if project has outside stakeholders. Develops the proper messaging around the project. How team & SH communicates.
RISK MANAGEMENT PLAN
· Identify all foreseeable risks
Project
Scope
: The
Scope Statement
· Outlines the result of project will produce & the terms & conditions under which team will perform the work
Project
Resources
: The
Resource Plan
· A detailed assessment of the resources required to complete project tasks
Project
Finance
: The
Financial Plan
· Estimates the amt of money required for each project stage. Quantifies cost of labor, equipment & materials. Defines an expense schedule.
Project
Schedule
: The
Schedule
Defines when tasks must be completed and who is responsible for its completion.
Project
Quality
: The
Quality Plan
Defines what quality means in the context of the project.
Project
Communications
: The
Communication Plan
How the team and SH communicate. Specifies how communication within the project team and SH will be done.
Project
Procurement
: The
Procurement Plan
Identifies elements for the project that will be acquired from external suppliers.