Project Charter

Project Title: LakeShore Solutions

Project Start Date:September 12, 2007Projected Finish Date: June 12, 2007

Budget Information: The firm has allocated $1,009,000 for this project.

Project Manager:Chelsea Smith, (520) 781-3540,

Project Objectives: Implement an online client care portal, standardize processes among sites and implement a quality control process at the new print sites. The client care portal functionality will include account management, content & production control, document history, reporting and administration.

Approach:

  • Review current processes at LSS print sites in order to redesign processes for new WCS sites
  • Develop a survey to solicit input from CSRs and a select group of LSS clients for the online client care portal to make sure it is user-friendly
  • Obtain CSR support
  • Daily updates must be sent to the project manager for review before sending the survey to clients.
  • Research software to provide security, manage production requests and incidents, and facilitate the retrieval of output reports
  • Create the client care portal around LSS needs, soliciting a great deal of user feedback
  • Allow the clients to:
  • Update production requests
  • View and download their respective output reports
  • File incidents
  • Allow CSR’s of LSS to:
  • Confirm production reports
  • Post client output reports
  • Log, track, and respond to client incidents
  • Research quality control processes in order to develop for the company

Roles and Responsibilities

Role / Name / Organization/
Position / Contact Information
Project Sponsor / Judy Jacobson / LakeShore Solutions/ CEO /
Project Manager / Chelsea Smith / LakeShore Solutions/ Project Manager /
Assistant Project Manager / Colby Burg / LakeShore Solutions/ Assistant Project Manager /
Programmer/Analyst / Ralph Ark / LakeShore Solutions/ Programmer/Analyst /
Hardware/Software Specialist / Kelly Snyder / LakeShore Solutions/ Hardware/Software Specialist /
Business Process Analyst / Amber Martinez / LakeShore Solutions/ Business Process Analyst /
Process and Procedure (Operations) Functional Lead / Jim Davis / LakeShore Solutions/ Director of Print Site Operations /
Assistant to Process and Procedure Lead / Sophie Samson / LakeShore Solutions/ Quality Assurance Manager /
Online Portal (IT Management) Functional Lead / Bob Tick / LakeShore Solutions/ CIO /
Assistant to Online Portal Lead / Howard Wall / LakeShore Solutions/ Assistant to Online Portal Lead /
CSR Functional Lead / Samantha Ross / LakeShore Solutions/ CSR Manager /
Assistant to CSR Lead / David Martelli / LakeShore Solutions/ Assistant to CSR Lead /

Sign-off: (Signatures of all above stakeholders. Can sign by their names in table above.)