RELATES project Project Plan PROJECT PLAN DOCUMENT PREPARATION INFORMATION PROJECT NAME PREPARED BY (PRINT) RELATES SIGNATURE DATE PREPARED A123 DOCUMENT ID 25.6.99 CUSTOMER INFORMATION CUSTOMER CONTACT ABC Bank CUSTOMER ACCOUNT QAQ / ZAZ GENERAL INFORMATION PROJECT MANAGER CONTACT A123 E-MAIL 3254656 A123@abc.com ORIGINATOR INFORMATION ORIGINATOR ORGANIZATION NAME PRS / A123 ABC ORGANIZATION ADDRESS PHONE NUMBER FAX NUMBER WEB SITE VERSION INFORMATION LAST UPDATED 21 July 1999 MASTER VERSION LOCATION • (softcopy) : Directory : Opnt_1\knowledgelib\ \\ABC Bank Knowledge Base\projects\project management\plan\ • (hardcopy) : Project Management Office @ Note: The reader must verify that this is a current version before using RELATES project Project Plan DOCUMENT CONTROL DOCUMENT DISTRIBUTION NAME TITLE ORGANIZATION CHANGE HISTORY DATE CHANGE DESCRIPTION APPROVED BY RELATES project Project Plan PROJECT PLAN 1.0 MANAGEMENT SUMMARY 1.1 Overview 1.2 Objective 1.3 Scope 2.0 PROJECT REQUIREMENTS 2.1 Statement of Work 2.2 Work Breakdown Structure (WBS) 3.0 DELIVERABLES 3.1 RELATES - SW Provider Solution 3.2 Standard Components and Customized components 3.3 Other component 4.0 RISK ASSESSMENT AND MITIGATION STRATEGIES 5.0 RESOURCES AND RESPONSIBILITIES 5.1 Organization Charts 5.1.1 Customer Organization 5.1.2 SW Provider Organizations 5.1.3 Project Organization 5.2 Project Contact 5.3 Responsibilities 5.4 Key Project Team Member Profiles 5.5 Project Management and Administration 6.0 SCHEDULES 6.1 Detailed project schedule 6.2 Summarize project Schedule 7.0 REPORTING AND REVIEW 7.1 Project Status Reporting 7.2 Project Meetings 8.0 STANDARDS 8.1 Standard Products 8.3 Standard Project Management Tools 8.4 Standard Development Tools 9.0 WARRANTY 9.1 SW Provider Standard Warranty 9.2 Warranty Period 10.0 SUPPORT 10.1 Service Availability RELATES project Project Plan 10.2 Service Within the Warranty Period 10.3 Service Outside the Warranty Period 11.0 POSTPROJECT EVALUATION 11.1 Summary of Project 11.2 Recommendations and follow-up 11.3 Statistics 11.4 Postproject Summary 12.0 SUPPORTING PLANS 13.0 OTHER RELEVANT DOCUMENTS AND FILES Project Overview Correspondence Progress Reports Other Documents (as required) Project Qualification Report Minutes of Meetings Change Control Documentation 14.0 GLOSSARY AND DEFINITIONS 15.0 APPENDIXES 15.1 Appendix A 15.2 Appendix B 15.3 Appendix C 15.4 Appendix C-1 15.5 Appendix C-2 15.6 Appendix D 15.7 Appendix E - Project Charter Project Manager Letter of Assignment Statement of Work (SOW) Detailed Implementation Schedule Summarize Implementation Schedule Project Contact Key Project Team Member Profiles 1.0 MANAGEMENT SUMMARY This Project Plan becomes the blueprint to implement RELATES in ABC Bank where every individual who is directly or indirectly involved understands and refers to the plan for information, for referencing and for guidance especially with regards to certain standards mandated to successfully implement this project 1.1 Overview The Need This SW Provider solution namely RELATES is in response to ABC Bank requirement to have an automated workflow system for consumer loan products as follows : • Based on Keynesian Model, Bank Negara is encouraging all financial institutions to increase their lending to spur the Nation out of its economic crisis • ABC Bank is taking the initiative to streamline its lending processes to expedite the delivery of consumer loans in line with Bank Negara’s guidelines Project Charter and Project Manager’s Letter of Assignment Attached as : • Appendix A : The Project Charter • Appendix B : Project Manager’s Letter of Assignment The Goal RELATES – a workflow-base system will tracks loans from the point of customer application till disbursement including all standard specified documentation The Solution Application Processing Application Processing & Marketing Approval Approval Product Development Product Development Documentation Documentation Account Mgmt/Reporting Account Mgmt/Reporting Disbursement Disbursement Legislative Reporting Legislative Reporting Loans application and tracking Business Development Account Processing Account Processing Core Loans System RELATES RELATES will be an end-to-end automation of the front-end processes for the various loan products (HP, standard Housing Loans and Unit Trusts) Management Overview Page of 32 SW Provider’s solution is based on open systems architecture that is scalable across the enterprise The components are based on the following scaleable technologies : • Optika eMedia Workflow Engine • Microsoft SQL Server • Microsoft Visual Basic • Microsoft Windows NT The Services Services includes : • Process Redesign Consulting • Project Management Services • Software Customization and Development Services • System Implementation Services • Training Services Major Milestones Major milestones includes the following : • Acquisition of hardware and software • Environment readiness • Contract agreement • Business Process Reengineering • Design • Customization development • Training • Testing • Customer Acceptance • Documentation • Live cutover • Monitoring – Control - Evaluation 1.2 Objectives Its objectives are : • To turnaround time for approval, • To reduce turnaround time for disbursement, • To track loan status from application till disbursement, • To implement right first time concept and last but not least, • To increase user productivity 1.3 Scope of work The scope of work includes the design, customization and implementation of the RELATES System from Loan Origination until Disbursement Management Overview Page of 32 2.0 PROJECT REQUIREMENTS 2.1 Statement of Work (SOW) The SOW defines the activities to be completed and the responsibilities of both ABC Bank and SW Provider during the implementation The major activities to be completed are as follows : • Project Planning and Organization • Environment Readiness • Organizational Readiness • RELATES implementation - Process Redesign Consultancy - Initial Product definition and Parameter setup (System configuration) - Customization - Training - Acceptance Test Planning - Acceptance Test Execution - Installation - System Implementation - Project Management, Control and Reporting • Product and Parameter verification • Interface Development • Pilot and subsequent cut-over to live operation • Post RELATES support • Customization support The detailed SOW is defined, refer to Appendix C 2.2 A High level Work Breakdown Structure (WBS) is simplified as below : • Data Collection • Gap Analysis / Redesign • Modification • Testing • Implementation For a detailed WBS, refer to Implementation Schedule Project Requirements Page of 32 Project Requirements Page of 32 3.0 DELIVERABLES 3.1 RELATES - SW Provider Solution Whilst the BPR is taken as the method to analyze and achieve breakthrough achievements in process efficiency, we would like to position RELATES as the means to help financial institutions realize the goals set in the BPR through end-to-end process automation Introduction RELATES is a workflow-based system that tracks loans from the point of customer application until disbursement In addition, the system implements automation as far as possible, e.g., in the credit processing/approval of loans applications, the various types of documents (e.g., letter of offer, reject letters, cover letters, charge documents etc.) are automatically generated The workflow system with its inherent (automated) electronic routing of work and scheduling, together with the automated features results in loans applications cycle time (for approvals and disbursements) being greatly reduced This system will greatly improve a financial institution’s customer satisfaction level as well as increasing its market share in the highly competitive credit and lending industry Scope of RELATES In terms of the life cycle of the lending process, RELATES will cover the following phases:  Origination  Approval  Documentation  Disbursement Though processes vary from financial institutions to financial institutions, RELATES will provide a standard framework for the automation of the various work processes for various product requirements These work processes can be “production-based” processes (i.e characterized by high volume and standard processes, e.g Standard housing loans, hire purchase) as well as “ad-hoc” processes (ie characterized by low volume and ad-hoc in nature, e.g Corporate/commercial loans) Processes and applications can be customized to unique requirements RELATES is also unique in the sense that changes in business processes not affect the applications and vice-versa RELATES – Major Subsystems a) RELATES (Workflow Automation) Automatic Tracking of Loan Application Status As the application progresses through the various stages, e.g Data Input, Approval, Documentation, etc., the system will automatically track each stage of the application For example, a customer calls in at the Loan Center When he provides the Loan Center with a unique identification number, he will be able to know the status of his application within seconds The system will be able to pull out the relevant details, e.g., waiting for lawyers, awaiting confirmation of site visit, awaiting receipt of acceptance of letter of offer from customer, etc Automatic Routing of Work Deliverables Page of 32 As the application progresses through the various stages, the system will automatically route the work to the correct stage/queue where the staff identified to perform that particular role will be able to pick up the work to be performed and so on No manual recording of work steps will be required Automatic Tracking and Performance Monitoring Detailed status and performance reports by activity and by role/staff may be obtained to enable the Bank to track the performance of the Loan Center operations and the productivity levels of its staff Moreover the system is able to keep track of the performance of external entities e.g lawyers Any bottlenecks in the process can also be identified, thus leading to continuous process improvements Automatic Display of Work to be done When a user logs onto a RELATES terminal the system will display a list of tasks to be done in order of priority The system will keep track for the user what needs to be done, e.g Follow up on letter of offer for customer ABC, Perform Disbursement transaction for customer XYZ, Check and Sign Banker’s Check for customer JKR, etc The user need not remember the steps that have to be performed, the system prompts the user to perform the required steps Moreover, the system automatically pulls out the relevant details for the user, i.e., the user need not remember the application details as the system keeps track of the processing stage for each customer application Statistics Each activity in the RELATES process is tracked and monitored with the following details: - date and time when the activity was available to be acted on - date and time when a staff actually started to work on that activity - date and time when the user finished that activity - the staff who worked on that activity - the outcome of that activity The detailed statistics captured will provide information on the performance of both the process and the users, e.g reports on productivity/performance of the staff, bottlenecks in the process as the volume of applications increase Security Only the staff identified to perform certain activities will be able to access those activities, i.e., the system will know how to route the work to the relevant people This provides a level of security whereby certain activities can only be accessed by the relevant staff, e.g., Authorize Disbursement can only be performed by Credit Officers and not Clerks Work Escalation via Deadline Feature The system is able to escalate a work activity, or to send messages to inform relevant personnel if a deadline has passed E.g if a customer has not come in to provide the rest of the Deliverables Page 10 of 32 5.0 RESOURCES AND RESPONSIBILITIES The following are several charts specifying various teams and its purpose for this project 5.1 Organization Charts 5.1.1 Customer Organization [Insert ABC Bank’s organization chart to be included here] Present the customer’s organization chart, and discuss the organizational location of the project’s sponsor Use the chart to identify and discuss the ultimate users of the project 5.1.2 SW Provider’ organization 5.1.3 Project Organization 5.2 Project Contact – attached as Appendix D 5.3 Responsibilities [To work with ABC Bank on Responsibility Matrix & to include the chart] 5.4 Key Project Team Member Profiles – attached as Appendix E 5.5 Project Management and Administration A comprehensive detailed Project Management practices has been documented for management, project managers, consultants, users and all other project team members for usage and reference The practices contained in this document are as follows : • Project Administration Practice • Project Library Practice • Financial Practice • Project Communication Practice • Project Change Control Practice • Escalation Management Practice Resources and Responsibilities Page 21 of 32 6.0 SCHEDULES Detailed project schedule is attached as Appendix C-1 Summarize project schedule is attached as Appendix C-2 7.0 REPORTING AND REVIEW Timely, accurate and appropriate communication of the information required for effective and efficient management of project activities are critical to project success Reports, presentations and meetings are all styles of communication that should be employed Project Status Reporting and Project Meetings The tables under Communication Schedule in the Project Management Practices specify : • the planned frequency for each type of meetings to be held • The target audience as well as the facilitator for each type of meeting Schedule / Reporting and review Page 22 of 32 8.0 STANDARDS The standard approach to managing this project is detailed in Project Management Practices Other standards which apply can be found in the Agreement between SW Provider and ABC Bank 8.1 Standard Components The standard components for RELATES is specified in 3.2 table under Deliverables section in this Project Plan 8.2 Standard Project Management Tools The Project Management Tools which will be used for the implementation of this project are standard Microsoft tools as follows : • Microsoft Project • Microsoft Word • Microsoft Excel • Microsoft PowerPoint • Microsoft Outlook Besides the standard Microsoft suite, SW Provider implementation standard templates and tools will also be used 8.3 Standard Development Tools SW Provider will be using the Rational case tool to support all activities in this project – a software-engineering process Tools are required for integration between models and code, for documentation, for automation of tests to make regression testing easier SW Provider will apply the required tools to meet the need for a successful project The following gives a brief outline of what each tool does : • • • • • Standards Rational Rose – a visual modeling tool to develop the different models, such as use-case model and design model Rational Requisite Pro – a requirements management tool, to capture, organize, prioritize and trace all requirements Rational SoDA – a documentation tool, to support the project documentation Rational Apex/Ada, Rational Apex/C++ (Java ready) – programming tools Rational TestMate – a test tool to automate testing especially so in regression testing Page 23 of 32 9.0 WARRANTY Below, as in the Agreement between SW Provider and ABC Bank are the warranty items, warranty period and the start of warranty period Items Warranty Period Start of Warranty Period Servers 365 days Upon acceptance of delivery PCs 365 days Upon acceptance of delivery Supplies 90 days Upon acceptance of delivery Windows NT 90 days Upon acceptance of delivery MTS 90 days Upon acceptance of delivery SQL Server 90 days Upon acceptance of delivery SW Provider RELATES 90 days Upon acceptance of delivery Optika eMedia 90 days Upon acceptance of delivery Customized Solution 90 days Upon acceptance of delivery Equipment Systems Software Application Software Warranty Page 24 of 32 10.0 SUPPORT Discuss ongoing system support to be provided to the customer 10.1 Service Availability Describe the service availability for all locations of the system provided to the customer Identify how service will be provided in areas currently not covered by SW Provider personnel 10.2 Service Within the Warranty Period Discuss the provision of service within the warranty period 10.3 Service Outside the Warranty Period Discuss the provision of service following the warranty period Support Page 25 of 32 11.0 POSTPROJECT EVALUATION Discuss the process of evaluating the project at its completion Identify the criteria by which the project’s success will be judged 11.1 Summary of Project Discuss what items will be included in the summary of the project Complete this section when the project is concluded 11.2 Recommendations and follow-up Include any follow-up requirements and any postproject recommendations Complete this section when the project is concluded 11.3 Statistics Identify any key project statistics, including earned value calculations for the project and its most significant components 11.4 Postproject Summary Upon completion of the project, copies of the summary and any close-out documents should be included in this section Postproject Evaluation Page 26 of 32 12.0 SUPPORTING PLANS The following are plans supporting this project as information and for reference : [to include plans & documents as they are completed] Supporting Plans Page 27 of 32 13.0 OTHER RELEVANT DOCUMENTS AND FILES Other relevant documents and files will be prepared according and they will be stored electronically at \\ABC Bank Knowledge base\RELATES\project management\plan\ as well as in Project Binders in PMO, SW Provider office Project Overview Correspondence Progress Reports Minutes of Meetings Change Control Documentation Other Documents (as required) Other relevant documents and files Page 28 of 32 14.0 GLOSSARY AND DEFINITIONS 14.1 Common Acronyms AES BNM BPR CIS HP IVR PMO PMP RELATES SOW WBS Automated Evaluation System Bank Negara Malaysia Business Process Re-engineering Customer Information System Hire Purchase Interactive Voice Response Project Management Office Project Management Practices Relationship Loans Application Tracking Expert System Statement Of Work Work Breakdown Structure 14.2 Definitions Many of the words defined in this document, and in some cases different, dictionary definitions Activity An element of work performed during the course of a project An activity normally has an expected duration, an expected cost, and expected resource requirements Activities are often subdivided into tasks Close-out Completion and settlement of the contract, including resolution of all outstanding items Contract A contract is a mutually binding agreement which obligates the purchaser to pay for it Contracts generally fall into one of three broad categories : • • Glossary and Definitions Fixed price or lump sum contracts – this category of contract involves a fixed total price for a well-defined product Fixed price contracts may also include incentives for meeting or exceeding selected project objectives such as schedule targets Cost reimbursable contracts – this category of contract payment (reimbursement) to the contractor for its actual costs Costs are usually classified as Page 29 of 32 direct costs (costs incurred directly by the project, such as wages for members of the project team) and indirect costs (costs allocated to the project by the performing organization as a cost of doing business, such as salaries for corporate executives) Indirect costs are usually calculated as a percentage of direct costs Cost reimbursable contracts often include incentives for meeting or exceeding selected project objectives such as schedule targets or total cost • Unit price contracts – the contractor is paid a present amount per unit of service (e.g RM88 per hour for professional service or RM 8888 to complete the design for an application) and the total value of the contract is a function of the quantities needed to complete the work Deliverable Any measurable, tangible, verifiable outcome, result, or item that must be produced to complete a project or part of a project Often used more narrowly in reference to an external deliverable, which is a deliverable that is subject to approval by the project sponsor or customer Duration (DU) The number of work periods (not including holidays or other non-working periods) required to complete an activity or other project element Usually expressed as workdays or workweeks Sometimes incorrectly equated with elapsed time Gantt Chart A graphic display of schedule-related information In the typical Gantt chart, activities or other project elements are listed down the left side of the chart, dates are shown across the top, and activity duration are shown as dateplaced horizontal bars Also called a bar chart Program A group of related projects managed in a coordinated way Programs usually include an element of ongoing activity Project Charter A document issued by senior management that provides the project manager with the authority to apply organizational resources to project activities Glossary and Definitions Page 30 of 32 Project Management (PM) The application of knowledge, skills, tools and techniques to project activities in order to meet or exceed stakeholder needs and expectations from a project Project Management Practices (PMP) A document specifying the mandate practices respectively for the implementation of a particular project An individual certified as such by the Project Management Institute, USA Project Management Professional (PMP) Project Manager (PM) The individual responsible for managing a project Project Plan A formal, approved document used to guide both project execution and project control The primary uses of the project plan are to document planning assumptions and decisions, to facilitate communication among stakeholders, and to document approved scope, cost and schedule baselines A project plan may be summary or detailed Project Team members The people who report either directly or indirectly to the project manager Responsibility Matrix A structure which relates the project organization structure to the work breakdown structure to help ensure that each element of the project scope of work is assigned to a responsible individual Can be named also as Responsibility Assignment Matrix (RAM) or Responsibility Chart Schedule The planned dates for performing activities and the planned dates for meeting milestones Scope The sum of the products and services to be provided as a project Statement Of Work (SOW) A narrative description of products or services to be supplied under contract Work Breakdown Structure (WBS) A deliverable-oriented grouping of project elements which organizes and defines the total scope of the project Each descending level represents an Glossary and Definitions Page 31 of 32 increasingly detailed definition of a project component Project components may be products or services Glossary and Definitions Page 32 of 32 ...RELATES project Project Plan DOCUMENT CONTROL DOCUMENT DISTRIBUTION NAME TITLE ORGANIZATION CHANGE HISTORY DATE CHANGE DESCRIPTION APPROVED BY RELATES project Project Plan PROJECT PLAN 1.0 MANAGEMENT... Institute, USA Project Management Professional (PMP) Project Manager (PM) The individual responsible for managing a project Project Plan A formal, approved document used to guide both project execution... Service Availability RELATES project Project Plan 10.2 Service Within the Warranty Period 10.3 Service Outside the Warranty Period 11.0 POSTPROJECT EVALUATION 11.1 Summary of Project 11.2 Recommendations