Scope Statement

Project Title: Lake Shore Solutions Triple Improvement Project
Date: November 9, 2007 Prepared by: Team Lake Shore
Project Justification: Judy Jacobson, the CEO of LSS, requested three projects to help the company meet its strategic goals. These projects include Online Customer Care Portal, standardization of printing and insertion, and quality controls. The online portal will help improve customer care and allow for the best response to all customer concerns. Customers that are treated well will return for business again, increasing revenue. In the interest of saving costs, the server for the portal will be outsourced to IBM, saving an estimated $250,000. The standardization will save an estimated 15,000 per site, allowing the three newly acquired sites to be completely congruent with the pre-existing sites. This allows for more fluid exchange of information and better cooperation between the different printing sites. The quality controls will save the company an estimated $437,500 per year per site. The total cost of the projects will be $750,000, and an additional maintenance cost of $684,000 per year after the project is completed. Estimated yearly benefits of $1,457,000. The project is expected to have payback in year 1 and will profit the company an estimated 1.3 million by the end of year 3.
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Product Characteristics and Requirements:
1.  Account management: users must be able to manage their personal information, instruction changes, postal changes, or inquiries.
2.  Content and production control: clients must be able to update their production request.
3.  Document history: clients must be able to view and download their respective output reports.
4.  Reporting: clients must be able to file for incidents in their reports. Also, CSR’s must be able to post client output reports.
5.  Administration: CSR’s must be able to log, track, and respond to client incidents. In addition, CSR’s must be able to confirm the client’s production request.
6.  Appropriate security to make the entire portal accessible to internal consultants and certain sections accessible to others.
7.  Other features suggested by users, if they add value to our business.
Summary of Project Deliverables
Project management-related deliverables: business case, charter, team contract, scope statement, WBS, schedule, cost baseline, status reports, final project presentation, final project report, lessons-learned report, and any other documents required to manage the project.
Product-related deliverables:
1.  Survey: Survey current business partners to help further determine content and features of the Online Portal.
2.  Expert Database: This responsibility will be outsourced to IBM in the interest in saving costs.
3.  Promotion: The Online Portal will be promoted by notifying all of our past, present, and potentially future clients. A brief description of the portal will be given and how it will benefit them in communicating with LSS. Standardization and quality controls may only be necessary to promote inside the three newly acquired branches since there may be resistance to change.
4.  Standardization processes: A set of rules and regulations for the newly acquired sites to help guide them in conforming to the rest of LSS.
5.  Quality control processes: Standards by which print jobs are printed and inserted according to customer specifications.
6.  Online customer care portal: Final product leads to increase client relations with the company and increase client retention.
7.  Research reports: Post project report on the effectiveness of the portal, standardization, and quality control projects. A complete review will be completed one year after the completion of the last project.
Project Success Criteria: Our goal is to complete these projects within one year at a cost of no more than $750,000. The project sponsor, Judy Jacobson, stresses importance of the project paying for itself by end of the first year. To meet this financial goal, the projects must have strong user input to ensure the highest quality work. If the project runs a little over budget, it will still be considered a success if there was over 1 million worth of profit by the end of the year 3. The Online Portal, whether it meets its financial goals or not, is crucial to the success of LSS since the clients determine the business.