Sample of Ramp-Up Plan

PROJECT MANAGEMENT

  • Set Up Regular Project Team Meetings
  • Prepare Project Plan
  • Write Business Requirements
  • Obtain Signoff for Business Requirements

PROCEDURES - Prudential

  • Develop DRAFT Procedures for each aspect
  • SME Review & Signoff of DRAFT Procedures
  • Final Procedures Completed
  • Final Procedures Published

PROCESS

  • Identify all impact areas
  • Assign Process Map accountabilities
  • Facilitate preliminary training discussion
  • Prepare grid with all process changes and impact
  • Prepare staff impact doc for mgmt & staff
  • Conduct Risk Assessment
  • Finalize processes that will move to the vendor
  • Facilitate Meeting with to obtain approval on process changes
  • Determine licensing impacts associated
  • Solution any licensing impacts associated
  • "Prepare Implementation Plan (Which processes, when)"
  • Attempt to obtain approximate volume numbers
  • Request Prompt Changes (BRD)
  • Request Routing Changes (BRD)
  • Solution any manual steps that need to remain in the Home Office

HUMAN RESOURCES (VENDOR)

  • Team Leaders & Quality Leaders
  • Source for New Hires (Team Leaders/Quality Leaders
  • Pre-Screen Resumes
  • Complete Applications
  • Complete Pre-Employment Testing
  • Conduct Interview Process
  • Evaluate Candidates
  • Make Contingent Offers
  • "Conduct Drug Test/Education/Background Checks, "
  • Process New Hired Supervisors
  • Associates
  • Source for New Hires (Interviewers)
  • Pre-Screen Resumes
  • Complete Applications
  • Complete Pre-Employment Testing
  • Conduct Interview Process
  • Evaluate Candidates
  • Make Contingent Offers
  • "Conduct Drug Test/Education/Background Checks, "
  • Process New Hires
  • Hire IT Support Staff
  • Determine process for change management

QUALITY

  • Quality - Technology (Monitoring System)
  • Finalize application to be used for audio-visual recordings (I.e. Verint Ultra Select)
  • Finalize reporting tools to be used (I.e. Cognos)
  • Forward requirements for Quality Monitoring equipment
  • Complete Administrative Set-up
  • Implement Technology
  • Finalize application to be used for Call Evaluation input
  • Develop & Implement Cognos Reporting Cubes
  • Quality - Resources
  • Prudential Resources - required to support start-up)
  • Determine resource requirements to review vendor calls
  • Identify Resources to Review Vendor Calls
  • Communicate to Resources to Review Vendor Calls
  • Train Pru resources to review vendor calls
  • Vendor Resources - required to support start-up
  • Determine requirements to facilitate feedback on vendor calls & manage quality
  • Identify resources to facilitate feedback & manage quality
  • Train XX to access call evaluations & facilitate feedback sessions
  • Prudential Resources - required to support post-start-up
  • Determine requirements to review vendor calls (Pru Resources)
  • Develop plan for Pru Call Coaches after vendor starts to review their own calls
  • Vendor Resources - required to support post-start-up
  • Determine requirements to review vendor calls (Vendor Resources)
  • "Develop Plan to identify resources to review vendor calls, manage quality performance on-site"
  • Quality - Process
  • Evaluate AU calls using combined Call Coach evaluation
  • Assess Call Quality review process/goals/results for both programs
  • Define Call Quality review program process & goals for The vendor
  • Ensure quality results are reported on AU scorecard
  • Define review process for start-up
  • Establish quality assessment meetings after live date
  • Implement Call Quality Review process
  • Develop and finalize transition plan for post-start-up
  • Conduct Risk Assessment (Quality & Learning)

TRAINING

  • Determine Requirements for Training
  • Conduct Needs Analysis (Training)
  • Identify Technology for Interactive (non-production) Training
  • Identify All Required Training Access
  • Secure Required Training IDs
  • Complete the ID Profiles
  • Deliver Training Ids to the vendor
  • Confirm Testing Profiles Before Training
  • Develop E-Learning
  • Identify/Hire Programming Resources
  • Determine Scope
  • Obtain Screen Prints
  • Document Lesson Requirements
  • Quality Review & Submit to Programmer
  • Programming
  • Update Lessons
  • Quality Review Programming
  • Submit to Knowledge Planet for Integration
  • Conduct Lesson Walk-through
  • Test simulated lessons in production
  • Define Requirements for Training Room
  • Prudential to provide documentation for the training room requirements to The vendor
  • Confirm Requirements are Met
  • Prepare Training Materials
  • Review Process Flows
  • Ensure Consistency between Procedures and Training Program
  • Design Curriculum
  • Design Curriculum (Week-1)
  • Design Curriculum (Week-2)
  • Design Curriculum (Weeks-3 & 4)
  • Secure Screen Prints
  • Identify Training Technology Needs
  • Determine Medical Terminology Program/Materials
  • Determine training needs/plan for application
  • Integrate xxx into Training Curriculum
  • Partner with The vendor to ensure preparedness for xxx training
  • Define plan for use of Desktop Screen Capture in Training
  • Identify Access Requirements for Desktop Screen Capture
  • Obtain Access to Calls in Desktop Screen Capture
  • Walk-through Calls in Desktop Screen Capture
  • "Screen, Select & Catalog Calls for Training"
  • Develop Role Plays
  • Develop Role Plays for Week-2 of Training
  • Develop Role Plays for Week-3 of Training
  • Develop Role Plays for Week-4 of Training
  • Draft Training Schedule
  • Confirm Length of Training
  • Prepare Assessment Report
  • Finalize - Training Schedule
  • Schedule Train-the-Trainer Sessions
  • Schedule Train-the-Trainer Sessions for Week-2 of Training
  • Schedule Train-the-Trainer Sessions for Week-3 of Training
  • Schedule Train-the-Trainer Sessions for Week-4 of Training
  • Communicate Procedure for Switching Machines between Training & Production
  • Copy/Ship Training Materials
  • Copy/Ship Week-1 Training Materials
  • Copy/Ship Week-2 Training Materials
  • Copy/Ship Week-3 Training Materials
  • Copy/Ship Week-4 Training Materials
  • Conduct Train-the-Trainer Sessions
  • Conduct Train-the-Trainer Sessions for Week-2 of Training
  • Conduct Train-the-Trainer Sessions for Week-3 of Training
  • Conduct Train-the-Trainer Sessions for Week-4 of Training
  • Define transition & Training Plans for Phase-I CSRs moving into Phase-II
  • Resources required to Support Training
  • Identify Trainer(s) & Mentors
  • Identify Trainer(s) & Mentors for Weeks-1-3 of Training
  • Identify Trainer(s) & Mentors for Week-4 of Training
  • Identify Mentors for Nest
  • Identify the vendor Individual Who Will Participate in Training
  • Communicate Requirements for Mentor Support During Nest
  • Communicate Mentor Resources for Live Calls in Training
  • Conduct Mentor Orientation
  • Confirm Travel Plans for Trainers & Mentors (Weeks 1 & 2)
  • Confirm Travel Plans for Trainers & Mentors (Weeks 3 & 4)
  • Confirm Travel Plans for Trainers & Mentors (Weeks 5 & 6)
  • Confirm Travel Plans for Trainers & Mentors (Weeks 7 & 8)
  • Confirm Availability of Training Region
  • Build Records for use in Training
  • Trainer Verification of Training Region Functionality
  • Update Curriculum to Reflect Training Policies in Training Region
  • Train Class
  • Deliver Training
  • Prepare Evaluation Report
  • MANAGEMENT TRAINING
  • Establish Training Delivery Plan & Schedule
  • Deliver Training
  • Management Lotus Notes Training
  • Conduct Risk Assessment (Training)
  • Training (The vendor)
  • Determine Number of Training Classes
  • Determine Time and Size of Class
  • Determine Location of Classes
  • Confirm Length of Training
  • Develop xxx Training Curriculum
  • Provide Roster of New Hires
  • Set up Training Room Per Requirements
  • Confirm Receipt of Training Materials
  • Identify Trainer(s) to Conduct xxx
  • Develop Training Curriculum and Orientation For the First Two Days of Training
  • Prepare Trainers for Delivery of Orientation and xxx Training
  • Identify the vendor Management to Attend Training
  • Conduct Training for the vendor Team Managers
  • Define and Communicate to Prudential TM (Team Manager) Role in Training Class

PROCEDURES

  • Review Existing Procedures
  • "Identify ""Workaround"" Procedure Gaps"
  • Identify Gaps Within New Process Flow
  • Develop Draft Procedures
  • Incorporate Scripting into Procedures
  • Confirm Procedure Database Vehicle
  • Ensure Vendor Access to Database
  • Develop end-to-end Change Management Process
  • Finalize end-to-end Change Management Process
  • Add Vendor Processes to Pru Procedures
  • Vendor Review Draft Procedures
  • Finalize Draft Procedures
  • Review / Test Draft Procedures by Representatives & Call Coaching
  • Complete Final Procedures
  • "Review ""generic"" Call Center Procedures & Determine which are needed for xxxx"
  • Conduct Risk Assessment (Procedures)

PROCESS

  • Provide script for the AT&T Network & PBX Announcements
  • Establish Complaint / Escalation Process
  • Review and revise process maps
  • Finalize Process Delivery Maps
  • Review process maps for application flow inconsistencies
  • Confirm documented procedures are in place for all pieces of process
  • Conduct Risk Assessment (Process)
  • Finalize process that moves to the vendor (Phase-1)
  • Finalize process that moves to the vendor (Phase-2)
  • Prepare grid with all process changes and impact
  • Confirm changes to end call scripting
  • Determine Lotus Notes Access
  • Lotus-Notes Access in Business Requirements
  • "Determine Vendor Communication Tool (Agents, RUs)")
  • Manual Processes
  • Request a generic Lotus-Notes mailbox for The vendor - Management Team
  • Determine vendor role vs. Pru
  • Determine impact to Operations
  • Facilitate discussion with Operations
  • Determine Pru process vs. the vendor

BOC & Workforce Management

  • Preliminary - Staffing Model
  • Site visit a xxx customer that is using ACD & Call Logging functionality
  • Provide the vendor with an online copy of the staffing model
  • Forward requirements for call logging equipment
  • Forward requirements for Call Management Software and how it integrates with the Phone Switch
  • Ongoing - Staffing Models
  • Preliminary - Shift Requirements
  • Finalized - Shift Requirements
  • Call Routing Tests
  • Develop Real-Time Overview Procedures
  • Staffing Requirements for Quality Reviews
  • Deliver Call Center Management Training to Vendor
  • Training on Vendor's ACD
  • Develop Vendor Scorecard
  • Deliver Data Requirements for xxx
  • Develop Database Report from xxx Data
  • Conduct Risk Assessment (BOC & Workflow Mgmt.)
  • "Workforce Management (WFM, The vendor)"
  • Procure Staffing Requirements from Prudential
  • Determine WFM Resource Requirements
  • Determine Training Needs for WFM Resource
  • Hire WFM Resource
  • Determine WFM Software to be Utilized
  • Purchase / Program WFM Software
  • Deliver Contract & Purchase Agreement to WFM for The vendor

OPERATIONS

  • Confirm Hours of Operation
  • Confirm Hours for JAX Operations
  • Identify Call Types for Phase-I
  • Define requirements for storage of recorded calls
  • Identify Pru to Vendor "transfer method.
  • The vendor to validate Staffing Models to ensure the accurate staffing numbers
  • Determine requirements for upfront messaging and prompts for 800#
  • "Define requirements for printers, faxes, copiers, etc."
  • Key Performance Indicators
  • Establish Key Performance Indicators
  • Meet with The vendor & Communicate Key Performance Indicators
  • Gain Management Approval of Key Performance Indicators
  • Finalize Key Performance Indicators with Executive Approval
  • Review Key Performance Indicators with The vendor
  • Establish Reporting Requirements & Process
  • Set up a separate account number for THE VENDOR Language Line
  • Request Production IDs
  • Deliver Production IDs to the vendor
  • Ensure Interpretation Functionality (Language Line)
  • Determine Call Recording Requirements
  • Define Vendor Recording Procedures
  • Develop Associate Scorecard
  • Obtain template from Risk Management
  • "Communication (Systems problems, procedural changes, escalated calls, Sys. Release information)"
  • Business Continuation Plan (BCP)
  • Review Current PRU Plan
  • Develop BCP Strategy (Phase-I)
  • Develop BCP Strategy (Phase-II)
  • Present Vendor Plan (Phase-I)
  • Signoff on Vendor Plan (Phase-I)
  • Identify Key Remedy Contact for Vendor
  • Notify Ops Assurance of project & timeline
  • Conduct Risk Assessment (Operations)

RISK ASSESSMENT

  • Initiate discussion with Risk Management to determine their involvement
  • Initial meeting with Risk Management's representative to discuss plans for the Risk Assessment
  • Populate template with high level categories that will be assessed
  • Introduce template and expectations to the various teams. Also identify any additional high-level categories
  • Teams to fully populate template
  • Combine templates into one document
  • Distribute template to team
  • "Review template, Identify Gaps & add Privacy related items"
  • Presentation to Project Managers and Project Owner

VENDOR - MANAGEMENT

  • Establish Primary Contact List for xxx/PRU Functions
  • Determine if Prudential pricing for Dell can be passed on to The vendor
  • Provide list of key functions& contacts for Prudential & The vendor
  • Notify xxx that the vendor will place ad
  • Send interview process used by the Call Center
  • Forward Solution/Hiring data & Process/Associate Checklist to The vendor
  • "Provide information on vendors for testing e.g. math and reading comprehension tests, etc."
  • Determine if it is OK for The vendor to conduct their own background checks. They do not do their own drug test – they are sent out
  • Develop Vendor Scorecard
  • Identify/Select Relationship Manager
  • Identify Operations Liaison
  • "Set up weekly operations meeting with vendor to discuss process, quality and productivity, etc"
  • Ensure legal review for Desktop Licensing Agreements
  • Care in the contract for arrangement with Overland Data Systems for: IT Room & Vendor Equipment
  • Ensure the expenses for 800# is invoiced to the vendor
  • Ensure costs associated with Lotus-Notes costs are included in pricing model & Business Case
  • "Share philosophies for hiring leadership i.e. how, when, etc."
  • Ensure contract considers coverage & indemnification as it relates to Prudential owned equipment
  • Establish Monthly and Quarterly Review Process
  • Contract
  • "Establish Discounts, Penalties and Incentives"
  • Complete Draft of Contract
  • Obtain Contract Approval
  • Conduct Risk Assessment (Vendor Mgmt.)
  • Schedule first Quarterly Review of Vendor Performance
  • Schedule Operational Review of Vendor

SYSTEMS / TECHNOLOGY

  • Project Management
  • Compile CTS Project Costs
  • Receive budget approval
  • Rescope
  • Re-approve
  • Compile Complete Costs (Essential)
  • Create Cost Grid
  • Prepare Application Development Costs
  • Complete Cost Grid
  • Approve Costs
  • Compile Complete Costs (Non-Essential)
  • Walkthru Business Requirements
  • Prepare Application Development Costs
  • Complete Cost Grid
  • Approve Costs
  • Compile Complete Costs CSONET Feedback (Non-Essential)
  • Walkthru Business Requirements
  • Prepare Application Development Costs
  • Complete Cost Grid
  • Approve Costs
  • Establish meeting schedule
  • Establish contact list
  • Notify 4CSO of New Site
  • Facilitate Physical Security Meeting
  • Conduct Risk Assessment
  • Provide Letter of Intent and Contract Support
  • Facilitate Runbook Completion
  • Change Management
  • Meet with Release Mgmt and problem Mgmt
  • Meet with Ops. Assurance on Problem Reporting
  • Include xxx in Change Mgmt Process
  • Determine Model Office Role for xxx Going Forward
  • Implement 4CSO Process for xxx
  • Project Closeout
  • Training Support & Environment - Systems
  • Identify and Document Training Business Requirements
  • Review Training Requirements
  • Provide capability for BCBT Bitmap Capture
  • Receive Detailed Test Case Plan
  • Provide Systems Support for Creating Test Cases
  • Identify and Document Options for Training Environment
  • Select Training Environment Recommendation
  • Conduct Technical Training Meeting with Desktop Support
  • Develop Training Environment Problem Reporting Process
  • Develop Script for Production to Training Switching
  • Create and Walkthrough Proposal xxx
  • Review Proposal with xxx
  • Build Script
  • Build Out Training Environment
  • Systems Test - Training Environment
  • Systems Test - Training Ids
  • Telecommunications
  • Voice
  • Provide RRN# for provisioning 800#
  • Order 800 #
  • Receive 800 #
  • Install 800#
  • Test
  • Determine if Transfer Connect is needed
  • Data
  • Define Requirements
  • Define Carrier
  • Order Circuits
  • Identify Hardware
  • Acquire HW from Stock
  • Confirm who is extending T1's from basement
  • Confirm power supply requirements for Network
  • Provide 4 crossover Cat5 cables between 2nd and 3rd floor switches
  • Delivery of 2 T1s and POTS line
  • Provide static IP for NAT
  • Configuration of Cisco Equipment
  • Ship Cisco Equipment to xxx
  • Install Cisco Equipment
  • Testing of both T1 circuits
  • Make Go/No Decision to bring in Server Ops
  • Server Infrastructure
  • Application / Data
  • Define Requirements
  • Place Hardware Order
  • Receive Hardware
  • Build/Configure Hardware
  • Ship Racks to xxx
  • Ship Servers to xx
  • Provide Segment information to Server Ops
  • Receive Servers in xx
  • Confirm power requirements
  • Install Hardware and restore apps
  • Setup 2 print queues
  • Configure SMS Distribution
  • Test
  • Remove Unneeded Print Queues (If Necessary)
  • Desktop Infrastructure
  • Define Requirements
  • Confirm Dell Extended Pricing to xxx
  • Identify Hardware
  • Order 1 Evaluation Machine
  • Receive Machine
  • Evaluate/Test Newer Desktop Model
  • Place Hardware Order
  • Receive Hardware
  • Configure/Install Hardware
  • Train Xxx Technical Specialist on Prudential
  • Test
  • Desktop Integration
  • Preliminary assessment of DLL's
  • Procure / Build Xxx Server
  • Deliver Xxx Server to Prudential
  • Facilitate Integration Meeting to discuss Xxx & Voice Apps
  • Integrate Xxx Application
  • Integrate Live Monitoring SW (CSO Image)
  • Integrate Reporter Pro (CSO Image)
  • Manual Installation of Reporter Pro on CTS Images (JAX/EHO)
  • Manual Installation of Reporter Pro on CTS Images (Other Sites?)
  • UAT Desktop Regression Testing
  • UAT Desktop July Release
  • "Test Xxx, Voice Print & Inter Tel Apps against live back end"
  • Business Continuation Risk Assessment Issues
  • Request Xxx BC Information
  • Receive Xxx BC Information
  • Security Exception for Xxx Password
  • Information Security
  • Conduct Security Risk Assessment
  • Request Additional Security Information Xxx
  • Receive Additional Xxx Security Information
  • Define Security Requirements
  • Mainframe requirements
  • Restricted Lotus Notes with identifier
  • Underwriter Sig File Update
  • SOD/PIWD access (determine domains)
  • Identify Special Global Groups
  • "Research other secondary application requirements (Batch codes, Ace, Aids/Vista)"
  • On-Site Xxx Technician Requirements
  • Creation Of Training Ids
  • Creation of Ids
  • Create W2K accounts
  • Update Underwriter Sig File Update
  • Update SOD/PIWD Access
  • Assign any special Global Group for server/share access
  • Update all identified secondary application requirements
  • Creation of Production Ids
  • Secure Tech Production Ids
  • Creation of Ids
  • Create W2K accounts
  • Create Lotus Notes
  • Update Underwriter Sig File Update
  • Update SOD/PIWD Access
  • Assign any special Global Group for server/share access
  • Update all identified secondary application requirements
  • Add Supervisor users to Global Group for access to Verint
  • Training
  • Application Development / Integration
  • Essential (Day-1) Changes
  • Workflow Route Changes
  • Define and Document Route Change Requirements
  • Prepare Route Change Systems Specifications
  • Develop Route Changes
  • QA Route Changes
  • UAT Route Changes
  • Production Installation Route Changes
  • Prudential - Xxx Integration (if necessary)
  • Identify & Document - Business Requirements
  • "Identify Systems Integrations Needs (data, timing,…)"
  • Document Problem/Solution Recommendation
  • Select Recommendation
  • Document Business Requirements
  • Schedule Project
  • Systems Specifications
  • Systems Specifications Walkthru Signoff
  • Systems Code & Unit Testing
  • Systems Testing
  • Integration Testing with The vendor
  • Update Installation Coordination Database
  • Production Implementation
  • Review Requirements
  • Prepare Estimate and Scheduling Options
  • Business Approval
  • System Code & Unit Test
  • QA (Quality Assurance)
  • UAT (User Acceptance Testing)
  • Evaluate Risks of the current transmission vehicle
  • Business Operations Support
  • Provide Xxx Feed information to BOC
  • Provide copy of the Inter-Tel Databases
  • Provide ability to link directly to the Inter-Tel databases
  • Build Data Transmission Layer
  • Live Test

TECHNOLOGY - THE VENDOR