Standard Operating ProcedurePROJECT MANAGEMENT Standard Operating Procedure Project Management Document Number: 24001 Audience: Project Management Author: Sybil Jennings Effective Date: 4/3/03 Version: 1.2 For Version 1.0 Internal Use Only 1 10 I....................................... 3 II.......... 12 I. Preliminary Meetings ................................. 4 Define ..... II............. 6 III. Preparation ....... 9 VI......................................................................... 7 I............. Documentation ................................................................................................... 5 I......... 3 I............. 8 III..................................................................................... Manager Accepts Project ............................................................................................................................................... 7 Plan ............................................................................................................. 10 Implement .........0 Internal Use Only 2 ................................................. Customer Communication ....................................... 12 Team Norms ......... 11 Close .................................................... 8 IV..................................................... Documentation ................................... Project Closure ..... PM Accepts Project .............................................................................. 14 Version 1. Customer Communication ............................Standard Operating Procedure PROJECT MANAGEMENT Project Management SOP Table of Contents Accept.................. 13 Reference Document Index ............................................... Weekly Status/Readiness Meetings.... 5 II............................ Service Orders .............................................. Kick Off Meeting ................................................................ 9 V.......................... 10 II.................................................................... Project Management Document Index ....... Error! Bookmark not defined............................... Preparation ................................................................................................................................................................................ 11 III.......................................... Documentation .............................................................................. Preparation ..... Error! Bookmark not defined...................... Internal Communication ...................................................................................................................... 11 IV......................... Process Version 1. Solution Information Document – SID) and possibly ORB None ORB Review Note: If there is an ORB associated with a project. Project Manager D.0 Internal Use Only 3 . B. the Product Manager will schedule a meeting to review the ORB prior to start of the project. and requests the project be assigned to an LCA. PM workload and skill sets C. Manager emails PM with project assignment. Manager Accepts Project A. F. Order Packet c. ACCEPT * Acceptance of project from Manager and Project Manager. Manager – Project Management Team receives an email from Sales requesting a Project Manager (PM). All words in bold italics reference an existing template or document to incorporate into the process. due to insufficient information. Request b. D. A. Manager – PM Team C. If scope of work does not meet Project Criteria. I. Product Manager B. The participants are as follows. PNOC Manager will assign an LCA and follow appropriate guidelines to implement the project. Manager contacts PNOC Manager. CE E. Manager emails or calls Sales to discuss. Input Output Duration Required Documents Reference Documents Email from Sales Email to PM 1 Day 2 Days 2+ Days Order Packet (Contract. If accepted. SE (possibly) F. If further clarification is required. Manager accepts/declines project based on criteria E. Manager reviews: a.Standard Operating Procedure PROJECT MANAGEMENT Project Management processes and procedures rely heavily on template tools. D.g. PM sends email to Manager to say they are accepting project. Timeline. Meeting Minutes. Manager of PM team sends email to “Order Packet Distribution List” and sales (copy Project Manager) notifying the group that the project has been accepted by Project Management and provides the name of the Project Manager Organizing the Project A. resource requirements) C. add the customer name to the Project Checklist template. H. Input Output Duration Required Documents Reference Documents Email from Manager Email to Order Packet Team and Sales with acceptance and notification of Project Manager 1 Day 2 Days 2+ Days Order Packet. Misc. PM Accepts Project A. Project Manager Assigned F. Rename folder to “Project Management”. or declines with explanation. Scope of Work. Project Checklist. G. (e. Enter project into Project Database: C. B. B. E. Weekly Status and Team Roster. Procedures on how to enter information in the Project Database are located at R:\Special\Cust_Care_Special\Project Management\Training\Training Documents\Project Management Database Training. Sales Provides order Packet b. SOW. Receive email from Manager with a project assignment. Add the ID number from the PM Database into the PM DB ID field on the Project Checklist. Enter the following dates in the database: a.0 Internal Use Only 4 . ORB. Project Database is located at R:\Special\Customers. possibly ORB None Version 1. Copy and paste the customer Project Management folder template (found at R:\Special\Cust_Care_Special\Project Management\Reference Materials) into the customer folder created by Sales (found at R:\Special\Customers\Customer Type\Order\Post Sale). The customer folder template consists of Install/Transition Plan. E.Standard Operating Procedure PROJECT MANAGEMENT II. Review order packet for an understanding of the project (remember a copy of the signed contract). Expedites. After project is accepted. then accepts or declines project D. Reviews workload. Create Project Binder (if PM determines binder is necessary) Binder consists of: a. Lessons Learned r. PM’s. C. (e. Project Schedule p. Project Book i. Customer Communication Plan (including Change Control) iii. Project Closure & Billing Document t. A. SE’s. PM Transition Plan o. Team Roster c. preliminary Project Schedule and preliminary Project Plan. Copy of Welcome Letter s. Customer Risk Analysis h. Version 1. Action Items m. Project Audits q.Standard Operating Procedure PROJECT MANAGEMENT DEFINE * PM gathers all necessary information to correctly define and manage project.g. Preparation Review order packet for an understanding based on Service Definition/ORB. D. E. Issues Register g. Project Checklist b. Status Reports n. Project Hand Off Document u. Product Documentation j. processes and all other project documents as appropriate Talk with any subject matter experts available. Order Tracking Documents l. Emails w. B. Internal Risk Analysis i. Scope of Work e. Create the Scope of Work. Agendas/Meeting Minutes v. Project Plan f.0 Internal Use Only 5 . Converged Services Checklist k. Expectations & Success Criteria ii. Any other project documents F. Internal Communication Plan (including Change Control) d. CE) Verify design with equipment code on SID with equipment list (location listed in index). Goal for Definition stage is to have a complete and accurate SOW I. Review SLA’s. Hardware Configuration h. if applicable). SLA’s and Policies q. Risks/Strategies y. Risks/Strategies l. Preliminary Meetings A. Scope of Work u. Billing gg. Clarify and Confirm: a. Measurements of Success t. Schedule customer meeting for introductions and project review. Customer Expectations c. Change Control x. Sale e. Escalation Procedures B. Change Control k. Site Requirements i. Provide customer with Voice Worksheet (if applicable) and give a firm due date for it to be returned. Critical Dates/Priorities aa. Implementation Plan o. Customer Expectations s. Escalation Procedures ee. (Include Agent. Customer Background b. Scope of Work j. Clarify and Confirm: r.0 Internal Use Only 6 . Communications Plan with Sales n. Communication Plan with Customer and Agent.Standard Operating Procedure PROJECT MANAGEMENT II. Version 1. Equipment g. Contacts bb. Implementations Strategy ff. Site Requirements (Handout) v. Schedule meeting with Customer Engineer and Sales Engineer to review project. Roles and Responsibilities m. if applicable (including Change Control) z. Critical Dates/Priorities p. Measurements of Success d. Roles and Responsibilities (Review Customer Responsibilities) w. Acceptance Criteria cc. Review Design – end to end to identify all components and responsibilities f. SLA’s and Policies dd. Update all project documents on a daily basis and add most recent versions to Project Binder. Complete Define Stage (SOW) c. Service Definitions. Requirements.Standard Operating Procedure PROJECT MANAGEMENT III. C. Measurement of Success Identify resource requirements (skill sets) Build a tentative Timeline (review calendars for Holidays) Plan training dates for Voice Training. D. if applicable Plan required meetings for the project Review and plan Customer Communication Plan Outline known Risks associate with the project (always anticipate the unknown) Review the Logins and Passwords customer will require Review IP requirements Review LOA requirements Review Listing requirements (Voice) Internal Use Only Version 1. Order Given to LCA Input Project Acceptance Scope of Work Also. Converged Service Checklists. J. Project Book. Enter the following dates in the Project Database: a. Expectations. Risk Analysis. SLA’s. Orders Copy the Sales Engineer involved with the order. Team Roster. Communication Plan. A. I. G. Planning Review SOW and design Review Voice Worksheet Review Site Requirements and timeline frame to complete work Review Customer Expectations. Project Book Draft. Voice Worksheet (if applicable). Project Checklist. C. Communication Plan. Preliminary Project Schedule. L. K. B. H. I. Goal for Planning is to have the Project Planned thoroughly and Timeline created. Customer Expectations. IV. A. M. F. Scope of Work. Complete Project Audit document for Definition Phase and submit to Manager. E. N. Project Schedule. Status Map of locations. Documentation B. Infrastructure Map. Project Plan.0 7 . Initial Customer Contact b. Preliminary Project Plan. Send email to PC and Equipment Manager to place network and equipment orders. ORB Output Duration Required Documents Reference Documents PLAN * PM works with customer and project team to plan all project action items. Agenda/Meeting Minutes Template. Project Audit Orders provided to PNOC LCA and Equipment Manager 1-3 Days 4-5 Days 6+ Days Order Packet. D. Obtain HP Openview Engagement ID and NS Account Number from LCA and enter on to Project Checklist for tracking purposes. Critical Dates/Priorities D.0 Internal Use Only 8 . Complete Project Plan with input from project team. C. Risks/Strategies e. Customer Expectations/Measurements of Success b. Escalation procedures h. PM – Single point of contact ii.Standard Operating Procedure PROJECT MANAGEMENT II. Service Orders A. Communication Plan with Team (including Change Control) i. Identify LCA and Equipment Manager assigned to project g. Post installation and transition dates in ‘Converged Services Implementation’ calendar in outlook. F. B. Scope of Work d. Schedule Kick off meeting with Customer Care. B. E. Utilize the Kick Off Meeting Template to structure the discussion. Engineering and Operations to review project and review and update the tentative schedule (include SE if necessary). D. Email Operations Supervisor to obtain an assigned technician for project install and transition. Roles and Responsibilities (Complete Team Roster with key roles for this project) f. Verify that customer has been assigned username and password for the Zone and Softswitch (if applicable). III. Kick Off Meeting (PM determines need for meeting) A. Design c. Obtain tentative circuit due dates. (Typically the Technician will be the On Call) Version 1. Obtain tentative equipment due dates. C. Share: a. Hold weekly/bi-weekly meetings (based on need) to: a. Risk Analysis C. g. SLA’s and product information. Ensure customer action items are completed. c. E.0 Internal Use Only 9 . a. Install/Transition Plan (needs to be completed 2 weeks prior to installation) iii. h. Provide customer with Orange Sticker to mark location of Demarc. D. Confirm Service Definitions. j. Weekly Status/Readiness Meetings (as determined by PM) A. Coordinate completion of the Project Book. Follow up on service/equipment order dates and any impact they may have on the project. Send customer weekly status updates. Do we need new processes?? f. F. Obtain action item status. Review billing information. CE’s and other team members may place information in the documents. Detailed Design ii. Ensure all team members are reporting time spent. N. V. d. Install/Transition Plan c. Review escalation procedures. Site Requirements d. B. Confirm processes are being implemented correctly. Ensure timely completion of all action items. L. Test and Turn Up Document b. K. e. Obtain completed Voice Worksheet from customer and send to PNOC LCA. Review and confirm Project Book with customer (Customer Implementation Review). Customer Engineers (CE) lead technical discussions c. Follow the Communication Plan developed jointly with the customer B. Set up Softswitch Training date and time with customer (reference the Training Calendar in outlook to ensure resource availability). Review Site Requirements Form with customer. M. J. Provide Zone and/or Softswitch Username and Password to customer. Address and resolve Issues Register on weekly basis. d. i. PM’s lead the meetings b. Provide team project status. H. Address lessons learned. Customer Communication A. Responsibilities during Weekly Status/Readiness Meetings: a. I. i. Version 1. Detailed Design b. Report major project milestones. Send Customer Implementation Review date (from A) to LCA for HP Openview tracking. PM’s are responsible to ensure project team has completed of required documents.Standard Operating Procedure PROJECT MANAGEMENT IV. G. Completed Voice Worksheet. Project Manager Plans Project b. B. Agenda/Meeting Minutes Template. Project Audit Project Plan.Standard Operating Procedure PROJECT MANAGEMENT VI. Estimated Transition Input Output Duration Required Documents Reference Documents Scope of Work. Update all project documents on a daily basis and add most recent versions to Project Binder. Contact internal departments with any related Lessons Learned 1-8 Days 9-10 Days 11+ Days Order Packet. Enter the following dates in the Project Database: a. Project Book (including Project Schedule). Project Plan. Project Checklist. Project Audit. Train customer. Project Book. Expectations IMPLEMENT * Install circuits and customer equipment. I. Verify all project team members have completed the necessary preparation. D. Service Checklists. Estimated Install c. B. Scope of Work. training and tools for implementation. Install and transition services. General Information Checklist. C. Complete Project Audit document for Planning Phase and review with Manager. Preparation A. Send out updated and finalized Install/Transition Plan to project team 2 weeks prior to implementation. Goal of Implementation Phase is to implement the Plan that the project team developed. Voice Worksheet. Project Schedule. Project Audit Map of locations. Confirm the Project team knows the Communication/Escalation Plan Version 1. Documentation A.0 Internal Use Only 10 . Project Plan. and have the necessary information. Confirm the Plan is complete and all necessary documents have been completed and reviewed. Issues Register. C. Sign Off. Test and Turn Up. D. Expectations. Update all project documents on a daily basis and add most recent versions to Project Binder. Softswitch E. a. Web Portal (The Zone) d.Standard Operating Procedure PROJECT MANAGEMENT II. Provide daily/hourly updates and status to project team and management. Follow Communication Plan and Escalation SOP. Install/Transition Plan. Project Plan. Project Audit Map of locations. B. Agenda/Meeting Minutes Template.0 Internal Use Only 11 . B. Customer Acceptance ICB based on number of sites and Project Plan Project Checklist. Train customer on services and provide customer with training documentation. Training Documents. Project Schedule. Project Audit Installation Complete. C. Documentation A. Input Output Duration Required Documents Reference Documents Project Plan. Test and Turn Up Document. Expectations Version 1. IV. Communicate with customer throughout the service implementation to ensure the customer’s needs/expectations are met. Process (How to Schedule a Video Conference – if applicable) b. Provide Project Book to customer with firm install/transition schedule 2 weeks prior to install. Project Book. Follow Communication Plan and Escalation SOP. Escalations (Support Contacts) c. General Information Checklist. Service Checklists. Internal Communication (As determined by Project Manager) A. Customer Acceptance (Install Accepted) III. Customer Communication A. Project Closure F. Complete Project Binder with complete and updated documents. e. F. H. Actual Project Closure b. Contact Process. Send customer Welcome Letter. Schedule first bill review with customer and LCA. Project Audit. b. Enter the following dates in the Project Database: a. c. Project Binder. Sales Engineer. Actual Bill Input Output Duration Required Documents Reference Documents Customer Sign Off (including any exceptions) Completed Project Binder.Standard Operating Procedure PROJECT MANAGEMENT CLOSE * Administrative and internal closure of project. Communicate billing start date to customer. Peer Feedback. the project will formally be handed off from the Project Manager to the LCA for service assurance. Send Project Closure document to “Project Closure” distribution list in Outlook (add Account Manager. During this meeting. Project Audit Lessons Learned. I. Review Support and Processes B. Project Book (Welcome Kit). Bill Keenan and Mary Zins). d. Enter the following dates in the Project Database: a. Estimated Project Closure A. Hand Off Document. Metrics Documents Version 1. E. Complete Project Audit document for Implementation Phase and review with Manager. Product or Sales with any related Lessons Learned 2-3 Days 4 Days 5+ Days Project Checklist. Estimated Bill D. G. a. Document all customer feedback for final project audit. Complete Project Audit document for Closure Phase and review with Manager. Customer Feedback. Project Plan. Project Closure. Ensure customer expectations have been met (review Expectations_Success Criteria document). C. Actual Install b. I. Review lessons learned from customer’s point of view. This document will prompt the LCA to complete billing system entry. Conduct closure meeting with customer (utilize the Closure Meeting Agenda Template).0 Internal Use Only 12 . Actual Transition c. Version 1. Template to use when providing status to team. Meeting agenda and minutes template to use for meetings with customers. Document to send to LCA when project is ready to bill. Documentation sent to customer outlining implementation schedule and details. Agenda template for the project kick-off meeting with the project team. Formal documentation of hand off from Project Management to Customer Care. Template to aid in project timeline communication. Agenda template for the project closure meeting with the customer.Standard Operating Procedure PROJECT MANAGEMENT PROJECT MANAGEMENT DOCUMENT INDEX *All documents below are located on Sharepoint SOP’s (Standard Operating Procedures) Name Escalation SOP Project Management SOP Description Standard Operating Procedures for order/issue escalation. Meeting agenda and minutes template to use for internal meetings. This template can be used as both the Action Items and Issues Register for a small project. Process checklist to aid in project status tracking. Overview of Project. Complete listing of team members (internal and external). Template to use when providing project summary to the Executive Team when requested. Outline of customer expectations and measurements of success. Letter from CEO welcoming customer. Documentation of ongoing project issues that need resolution before action items can be completed. Microsoft Project Implementation Plan. Summary of lessons learned on project. Audit to be completed after each project phase. Checklist to aid in all IP Converged Service provisioning. Project Management Templates Name Action Items Template Closure Meeting Template Communication Plan Template Converged Services Checklist Template Executive Summary Expectations_Success Criteria Template External Agenda_Meeting Minutes Template Internal Agenda_Meeting Minutes Template Issues Register Template Kick-Off Agenda_Meeting Minutes Template Lessons Learned Template Order Tracking Template PM Transition Plan Template Project Audit Template Project Book Template Project Checklist Template Project Closure & Billing Document Template Project Hand Off Document Template Project Plan Template Risk Analysis Template Scope of Work Template Team Roster Template Timeline Template Weekly Status Report Template Welcome Letter Template Description Documentation of all project action items. Template to aid in transition planning. Project risks documentation. Template containing a network information tab and an equipment information tab. Standard Operating Procedures for Project Management. Documentation outlining mutually agreed upon means of communication (internal and external).0 Internal Use Only 13 . Monthly calendar of events and vacation time in Project Management. etc. Pager and home numbers for technical support. LERG Contains all MN NXX’s and related information. List of frequently asked questions pertaining to Voice over IP. Cell. Comprehensive. Service level agreement. Customer Care Team schedule of all vacation time planned for all Customer Care employees (including PM).0 Internal Use Only 14 . Description and details of IP Converged On Ramp service. Description and details of Professional services. Description and details of Voice service.xls Sharepoint T:\Project_Convergence\TEAMS\NTWK T:\Project_Convergence\TEAMS\PART Partner Program LOB\Status Reports\Agents T:\Project_Convergence\TEAMS\NTWK T:\Project_Convergence\TEAMS\PROS Sharepoint T:\Project_Convergence\TEAMS\QOS R:\Groups\Project_Convergence\Toolkit R:\Public\Legal\ CONTRACTS TO USE\Convergence Sharepoint T:\Project_Convergence\TEAMS\VIDE T:\Project_Convergence\Teams\Pnoc\Training\voice T:\Project_Convergence\TEAMS\VOIC Version 1. Location T:\Cust_Engineering\Drawings\Public\Outstate 911 Deployment T:\Project_Convergence\TEAMS\PART T:\Project_Convergence\TEAMS\NTWK Network Transport LOB\Service Definition T:\Project_Convergence\TEAMS\PART Partner Program LOB\Service Definition\Equipment R:\Special\Cust_Care_Special\Project Management\Processes T:\Project_Convergence\TEAMS\NTWK T:\Project_Convergence\PROJECT ITEMS\Issues Mgmt S:\Lerg\Data\Lerg T:\Project_Convergence\TEAMS\VOIC Voice LOB\Miscellaneous\MN-NXXs_conv. Description and details of IP Converged Internet service. Description and details of QOS (Quality of Service) service. Description and details of Video service. Tools used by Sales in prospecting and presenting. company-wide database of open issues. Equipment bundles for Partner Service Definitions Procedure on how to check for Plant test dates.Standard Operating Procedure PROJECT MANAGEMENT REFERENCE DOCUMENT INDEX Name 911 Deployment Plan (Outstate) Agent Program Service Definition Equipment Codes Equipment Bundles How to Check Status in HP Internet Service Definition Issues Database LERG MN_NXXs_conv On Call Information On Ramp Service Definition Agent Matrix PDN Service Definition Professional Services Service Definition Project Management Calendar QOS Service Definition Sales Toolkit SLA Team Schedule 2003 Video Service Definition Voice FAQ’s Voice Service Definition Description 911 tracking by county and some cities Description and details of Agent Program. FOC dates. Equipment code definitions. Listing of Agent status and information Description and details of IP Converged PDN (Private Data Network) service.
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