Project Charter: EBL xxxxxxxx vs.1, 9/05/2014
Prepared by: Thomas De G., Project Coordinator
for
M. De R., Project Leader &
Jan V.D.B., Sponsor
Project Scope
Project Objective
Open a first xxxxxxxxxxx Shop (“centres de proximité”) by late 2015-early 2016, for Residential and Soho Clients and prospects, to perform customer care services, sell xxxxxx products and services and inform visitors on their xxxxxxx questions. Have a blue print for rollout of other shops in 2015-2016
Project Customers
xxxxxxxxx residential/soho customers & other visitors of the xxxxxxxxxx shops.
Customer Needs
- Have a regional Point of Sales (POS) access to qualified staff for customer care issues
- Have POS access to information & expertise about their xxxxxxxxx related queries
- Have the convenience to purchase xxxxxxxxxx products and services at POS.
Customer Requirements (SMART)
- Access to POS during usual business or shopping hours.
- Convenient access to POS for its catchment area by various means of transportation
- Availability of qualified staff within acceptable waiting times
- Availability of systems, SW and HW (ITS) to address customer needs
- Availability of expert advice and info on their energy queries
- Pleasant, informative environment
Final Deliverable
Opening of a pilot xxxxxxxxx Shop.
Life Cycle Stages
- Launch/Initiate Project : Feb14-May14
- Concept/ Planning of project: May14- 9 July 14
- Implementation/ Execution of project: 10 July14 – Jan14
- Closing/Handover of project: Jan 14
Customer’s Criteria for Acceptance
shop visitors CSI of > 90%
Organizational Deliverable
- High Street meeting place of xxxxxx brand & products with RESI & SOHO clients and prospects
- Blueprint for consecutive shops.
Organizational goal
Company “owned” highly visible channel for brand communication, sales, technical expertise & high value customer care(MoT) activities.
Reviews & Approvals Required
Principle: Reviews and Approvals are made in a collaborative way on each of the following levels.
Reviews / Review by / Approval by / ReasonProject Status Meeting & Report - Bi-weekly / MDR+TDG+ Project team / MDR / Project Team meeting to circulate/share info and views, decision making at track level, maintain project momentum
Sounding Board Status Meeting & Report- Monthly / MDR+sounding Board / JVDB / Update departments on status, decision making at concept level.
Steering Committee – Ad hoc / MDR+ Steering Comm. / AJ +JC+ +JVDB / Decision making at top level on finance, business level & stage/gate.
Project Scope Risk
Risk Limits
opening of first xxxx Shop by dd/mm/YYYY: limit = level 1
Rating scale ( for information only)
1 / 2 / 3 / 4 / 5 / 6 / 7 / 8 / 9 / 10Low Risk Moderate Risk High Risk
Low Uncertainty Mod. Uncertainty High Uncertainty
Project Resources
Team Assignments
We suggest to work in this project according to RACI-role assignment matrix: Responsible (=Track Leader) , Approver (=sign-off for qualitative completion), Consulted ( two way communication), Informed (one way communication). Only R & A ‘s are project team members at this stage. A review of Project Team composition may be altered at planning and execution stages.
Project Sponsor: JVDB
Project Team Leader: MVH
Project Team Coordinators : TDG/FDP
Other project team members in concept/planning phase : VM, AK, YH, SVR, AP, JD, LM.
Consulted ( in concept/planning phase) : LG, BDB, BW, GS, LD, BC, HV, PJ, LL, VT, JLS.
Organizational Priorities
To be Ranked( top priority, medium, low) :
Earlier delivery ?
More features ?
Lower Cost ?
Organizational Constraints
Labour agreement with unions on EBL staff in shops:= validated ?
Safeguard “consensus decision making” model while working towards tight deadlines
Deadlines
- Opening 1st Shop by : 20 Jan. 2015 ?
(1st dry run/ Modif. after 1st dry run / second dry run)
- 1st Shop with fittings/furbishings/systems/trained staff delivered by: ?
- 1st Shop available for fittings/furbishings by: ?
- If Shop leased /bought, contract/purchase signed by: ?
- Shop Staff identified and trained by: ?
- Various deadlines for final specs and briefing for EBL Facilities / EBL ITS / Fitch / HR/Staffing/Training /Mktg Communication
Staffing Limit
Internal staffing only + contracted Fitch+ contracted BWMS + contracted ITS/Facilities
Spending Limit
- Project Costs: 1.250 k€ up to opening 1st shop
- Estimate Setup Costs/ per shop : 252 k€ ( x 10)= 2525 k€ ( excl.depreciation) ( Infrastructure,Comm., Training, Site support)
- Estimate Yearly Operational Costs/per shop:650 k€ (x10)= 650k €
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