Standard Operating Procedure PROJECT MANAGEMENT

Standard Operating
Procedure
For
Project Management
Document Number:
24001

Audience:
Project Management

Author:
Sybil Jennings

Effective Date:
4/3/03

Version: 1.2

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Standard Operating Procedure PROJECT MANAGEMENT

Project Management SOP

Table of Contents

Accept........................................................................................................... 3
I. Manager Accepts Project ................................................................. 3
II. PM Accepts Project ........................................................................ 4
Define ........................................................................................................... 5
I. Preparation ......................................................................................... 5
II. Preliminary Meetings ..................................................................... 6
III. Documentation ................................................................................ 7
Plan ............................................................................................................... 7
I. Preparation ....................................... Error! Bookmark not defined.
II. Kick Off Meeting ............................................................................. 8
III. Service Orders ................................................................................ 8
IV. Weekly Status/Readiness Meetings............................................ 9
V. Customer Communication ............................................................ 9
VI. Documentation .............................................................................. 10
Implement ................................................................................................. 10
I. Preparation ....................................................................................... 10
II. Customer Communication .......................................................... 11
III. Internal Communication .............................................................. 11
IV. Documentation .............................................................................. 11
Close ........................................................................................................... 12
I. Project Closure ................................................................................. 12
Team Norms ............................................ Error! Bookmark not defined.
Project Management Document Index ......................................... 13
Reference Document Index ............................................................... 14

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Standard Operating Procedure PROJECT MANAGEMENT

Project Management processes and procedures rely heavily on template tools.

All words in bold italics reference an existing template or document to
incorporate into the process.

ACCEPT
* Acceptance of project from Manager and Project Manager.

I. Manager Accepts Project

A. Manager – Project Management Team receives an email from Sales requesting a Project
Manager (PM).
B. Manager reviews:
a. Request
b. Order Packet
c. PM workload and skill sets
C. If further clarification is required, due to insufficient information, Manager emails or calls
Sales to discuss.
D. Manager accepts/declines project based on criteria
E. If accepted, Manager emails PM with project assignment.
F. If scope of work does not meet Project Criteria, Manager contacts PNOC Manager, and
requests the project be assigned to an LCA. PNOC Manager will assign an LCA and
follow appropriate guidelines to implement the project.

Input Email from Sales

Output Email to PM
Duration 1 Day 2 Days 2+ Days
Order Packet (Contract, Solution Information Document –
Required Documents
SID) and possibly ORB
Reference Documents None

ORB Review
Note: If there is an ORB associated with a project, the Product Manager will schedule a meeting
to review the ORB prior to start of the project. The participants are as follows.
A. Product Manager
B. Manager – PM Team
C. Project Manager
D. CE
E. SE (possibly)
F. Process

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Standard Operating Procedure PROJECT MANAGEMENT

II. PM Accepts Project

A. Receive email from Manager with a project assignment.
B. Review order packet for an understanding of the project (remember a copy of the signed
contract). (e.g. SOW, Timeline, ORB, Expedites, resource requirements)
C. Reviews workload, then accepts or declines project
D. PM sends email to Manager to say they are accepting project, or declines with
explanation.
E. Manager of PM team sends email to “Order Packet Distribution List” and sales (copy
Project Manager) notifying the group that the project has been accepted by Project
Management and provides the name of the Project Manager
Organizing the Project
A. After project is accepted, add the customer name to the Project Checklist template.
B. Enter project into Project Database:
C. Project Database is located at R:\Special\Customers.
D. Procedures on how to enter information in the Project Database are located at
R:\Special\Cust_Care_Special\Project Management\Training\Training Documents\Project
Management Database Training.
E. Enter the following dates in the database:
a. Sales Provides order Packet
b. Project Manager Assigned
F. Add the ID number from the PM Database into the PM DB ID field on the Project
Checklist.
G. Copy and paste the customer Project Management folder template (found at
R:\Special\Cust_Care_Special\Project Management\Reference Materials) into the
customer folder created by Sales (found at R:\Special\Customers\Customer
Type\Order\Post Sale). The customer folder template consists of Install/Transition
Plan, Meeting Minutes, Misc, Scope of Work, Weekly Status and Team Roster.
H. Rename folder to “Project Management”.

Input Email from Manager

Email to Order Packet Team and Sales with acceptance and
Output
notification of Project Manager
Duration 1 Day 2 Days 2+ Days
Required Documents Order Packet, Project Checklist, possibly ORB
Reference Documents None

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Standard Operating Procedure PROJECT MANAGEMENT

DEFINE
* PM gathers all necessary information to correctly define and manage project.
Goal for Definition stage is to have a complete and accurate SOW

I. Preparation
A. Review order packet for an understanding based on Service Definition/ORB.
B. Review SLA’s, processes and all other project documents as appropriate
C. Talk with any subject matter experts available. (e.g. PM’s, SE’s, CE)
D. Verify design with equipment code on SID with equipment list (location listed in index).
E. Create Project Binder (if PM determines binder is necessary) Binder consists of:
a. Project Checklist
b. Team Roster
c. Internal Communication Plan (including Change Control)
d. Scope of Work
e. Project Plan
f. Issues Register
g. Project Book
i. Expectations & Success Criteria
ii. Customer Communication Plan (including Change Control)
iii. Customer Risk Analysis
h. Internal Risk Analysis
i. Product Documentation
j. Converged Services Checklist
k. Order Tracking Documents
l. Action Items
m. Status Reports
n. PM Transition Plan
o. Project Schedule
p. Project Audits
q. Lessons Learned
r. Copy of Welcome Letter
s. Project Closure & Billing Document
t. Project Hand Off Document
u. Agendas/Meeting Minutes
v. Emails
w. Any other project documents
F. Create the Scope of Work, preliminary Project Schedule and preliminary Project Plan.

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II. Preliminary Meetings

A. Schedule meeting with Customer Engineer and Sales Engineer to review project. Clarify
and Confirm:
a. Customer Background
b. Customer Expectations
c. Measurements of Success
d. Sale
e. Review Design – end to end to identify all components and responsibilities
f. Equipment
g. Hardware Configuration
h. Site Requirements
i. Scope of Work
j. Change Control
k. Risks/Strategies
l. Roles and Responsibilities
m. Communications Plan with Sales
n. Implementation Plan
o. Critical Dates/Priorities
p. SLA’s and Policies
q. Escalation Procedures
B. Schedule customer meeting for introductions and project review. (Include Agent, if
applicable). Clarify and Confirm:
r. Customer Expectations
s. Measurements of Success
t. Scope of Work
u. Site Requirements (Handout)
v. Roles and Responsibilities (Review Customer Responsibilities)
w. Change Control
x. Risks/Strategies
y. Communication Plan with Customer and Agent, if applicable (including Change
Control)
z. Critical Dates/Priorities
aa. Contacts
bb. Acceptance Criteria
cc. SLA’s and Policies
dd. Escalation Procedures
ee. Implementations Strategy
ff. Billing
gg. Provide customer with Voice Worksheet (if applicable) and give a firm due date
for it to be returned.

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III. Orders
A. Send email to PC and Equipment Manager to place network and equipment orders.
Copy the Sales Engineer involved with the order.

IV. Documentation
B. Update all project documents on a daily basis and add most recent versions to Project
Binder.
C. Complete Project Audit document for Definition Phase and submit to Manager.
D. Enter the following dates in the Project Database:
a. Initial Customer Contact
b. Complete Define Stage (SOW)
c. Order Given to LCA

Input Project Acceptance

Scope of Work
Also, Preliminary Project Schedule, Preliminary Project Plan,
Output Customer Expectations, Project Book Draft, Communication
Plan, Project Audit
Orders provided to PNOC LCA and Equipment Manager
Duration 1-3 Days 4-5 Days 6+ Days
Order Packet, Project Checklist, Project Plan, Project
Schedule, Scope of Work, Expectations, Project Book,
Required Documents
Communication Plan, Risk Analysis, Team Roster, Voice
Worksheet (if applicable), Status
Map of locations, Infrastructure Map, Converged Service
Reference Documents Checklists, Agenda/Meeting Minutes Template, SLA’s,
Service Definitions, ORB

PLAN
* PM works with customer and project team to plan all project action items.
Goal for Planning is to have the Project Planned thoroughly and Timeline created.

I. Planning
A. Review SOW and design
B. Review Voice Worksheet
C. Review Site Requirements and timeline frame to complete work
D. Review Customer Expectations, Requirements, Measurement of Success
E. Identify resource requirements (skill sets)
F. Build a tentative Timeline (review calendars for Holidays)
G. Plan training dates for Voice Training, if applicable
H. Plan required meetings for the project
I. Review and plan Customer Communication Plan
J. Outline known Risks associate with the project (always anticipate the unknown)
K. Review the Logins and Passwords customer will require
L. Review IP requirements
M. Review LOA requirements
N. Review Listing requirements (Voice)

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II. Kick Off Meeting (PM determines need for meeting)

A. Schedule Kick off meeting with Customer Care, Engineering and Operations to review
project and review and update the tentative schedule (include SE if necessary).
B. Utilize the Kick Off Meeting Template to structure the discussion.
C. Share:
a. Customer Expectations/Measurements of Success
b. Design
c. Scope of Work
d. Risks/Strategies
e. Roles and Responsibilities (Complete Team Roster with key roles for this project)
f. Identify LCA and Equipment Manager assigned to project
g. Communication Plan with Team (including Change Control)
i. PM – Single point of contact
ii. Escalation procedures
h. Critical Dates/Priorities
D. Complete Project Plan with input from project team.

III. Service Orders

A. Obtain tentative equipment due dates.
B. Obtain tentative circuit due dates.
C. Verify that customer has been assigned username and password for the Zone and
Softswitch (if applicable).
D. Obtain HP Openview Engagement ID and NS Account Number from LCA and enter on to
Project Checklist for tracking purposes.
E. Post installation and transition dates in ‘Converged Services Implementation’ calendar in
outlook.
F. Email Operations Supervisor to obtain an assigned technician for project install and
transition. (Typically the Technician will be the On Call)

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IV. Weekly Status/Readiness Meetings (as determined by PM)

A. Hold weekly/bi-weekly meetings (based on need) to:
a. Coordinate completion of the Project Book.
i. Detailed Design
ii. Install/Transition Plan (needs to be completed 2 weeks prior to
installation)
iii. Test and Turn Up Document
b. Follow up on service/equipment order dates and any impact they may have on
the project.
c. Confirm Service Definitions, SLA’s and product information.
d. Confirm processes are being implemented correctly.
e. Do we need new processes??
f. Address and resolve Issues Register on weekly basis.
g. Obtain action item status.
h. Ensure timely completion of all action items.
i. Provide team project status.
j. Ensure all team members are reporting time spent.
B. Responsibilities during Weekly Status/Readiness Meetings:
a. PM’s lead the meetings
b. Customer Engineers (CE) lead technical discussions
c. CE’s and other team members may place information in the documents.
d. PM’s are responsible to ensure project team has completed of required
documents.

V. Customer Communication
A. Follow the Communication Plan developed jointly with the customer
B. Review and confirm Project Book with customer (Customer Implementation Review).
a. Detailed Design
b. Install/Transition Plan
c. Site Requirements
d. Risk Analysis
C. Send Customer Implementation Review date (from A) to LCA for HP Openview tracking.
D. Send customer weekly status updates.
E. Ensure customer action items are completed.
F. Review Site Requirements Form with customer.
G. Provide customer with Orange Sticker to mark location of Demarc.
H. Report major project milestones.
I. Address lessons learned.
J. Review escalation procedures.
K. Review billing information.
L. Provide Zone and/or Softswitch Username and Password to customer.
M. Set up Softswitch Training date and time with customer (reference the Training Calendar
in outlook to ensure resource availability).
N. Obtain completed Voice Worksheet from customer and send to PNOC LCA.

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VI. Documentation
A. Update all project documents on a daily basis and add most recent versions to Project
Binder.
B. Complete Project Audit document for Planning Phase and review with Manager.
C. Enter the following dates in the Project Database:
a. Project Manager Plans Project
b. Estimated Install
c. Estimated Transition

Input Scope of Work, Project Schedule, Project Plan, Project Audit

Project Plan, Project Book (including Project Schedule),
Output Completed Voice Worksheet, Project Audit, Contact internal
departments with any related Lessons Learned
Duration 1-8 Days 9-10 Days 11+ Days
Order Packet, Project Checklist, Project Plan, Scope of Work,
Required Documents Project Book, Issues Register, Voice Worksheet, Project
Audit
Map of locations, Service Checklists, General Information
Reference Documents
Checklist, Agenda/Meeting Minutes Template, Expectations

IMPLEMENT
* Install circuits and customer equipment. Train customer. Install and transition services.
Goal of Implementation Phase is to implement the Plan that the project team developed.

I. Preparation
A. Confirm the Plan is complete and all necessary documents have been completed and
reviewed.
B. Verify all project team members have completed the necessary preparation, and have the
necessary information, training and tools for implementation.
C. Send out updated and finalized Install/Transition Plan to project team 2 weeks prior to
implementation.
D. Confirm the Project team knows the Communication/Escalation Plan

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II. Customer Communication

A. Provide Project Book to customer with firm install/transition schedule 2 weeks prior to
install.
B. Communicate with customer throughout the service implementation to ensure the
customer’s needs/expectations are met.
C. Follow Communication Plan and Escalation SOP.
D. Train customer on services and provide customer with training documentation.
a. Process (How to Schedule a Video Conference – if applicable)
b. Escalations (Support Contacts)
c. Web Portal (The Zone)
d. Softswitch
E. Customer Acceptance (Install Accepted)

III. Internal Communication (As determined by Project Manager)

A. Provide daily/hourly updates and status to project team and management.
B. Follow Communication Plan and Escalation SOP.

IV. Documentation
A. Update all project documents on a daily basis and add most recent versions to Project
Binder.

Input Project Plan, Project Schedule, Project Audit

Installation Complete, Test and Turn Up Document,
Output
Customer Acceptance
Duration ICB based on number of sites and Project Plan
Project Checklist, Project Plan, Project Book, Expectations,
Required Documents Test and Turn Up, Install/Transition Plan, Sign Off, Training
Documents, Project Audit
Map of locations, Service Checklists, General Information
Reference Documents
Checklist, Agenda/Meeting Minutes Template, Expectations

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CLOSE
* Administrative and internal closure of project.

I. Project Closure
F. Conduct closure meeting with customer (utilize the Closure Meeting Agenda
Template).
a. Ensure customer expectations have been met (review Expectations_Success
Criteria document).
b. Communicate billing start date to customer.
c. Review lessons learned from customer’s point of view.
d. Document all customer feedback for final project audit.
e. Review Support and Processes
B. Complete Project Audit document for Implementation Phase and review with Manager.
C. Enter the following dates in the Project Database:
a. Actual Install
b. Actual Transition
c. Estimated Project Closure
A. Estimated Bill

D. Send Project Closure document to “Project Closure” distribution list in Outlook (add
Account Manager, Sales Engineer, Bill Keenan and Mary Zins). This document will
prompt the LCA to complete billing system entry.
E. Send customer Welcome Letter.
F. Complete Project Binder with complete and updated documents.
G. Schedule first bill review with customer and LCA. During this meeting, the project will
formally be handed off from the Project Manager to the LCA for service assurance.
H. Complete Project Audit document for Closure Phase and review with Manager.
I. Enter the following dates in the Project Database:
a. Actual Project Closure
b. Actual Bill

Input Customer Sign Off (including any exceptions)

Completed Project Binder, Project Audit, Contact Process,
Output
Product or Sales with any related Lessons Learned
Duration 2-3 Days 4 Days 5+ Days
Project Checklist, Project Plan, Project Book (Welcome Kit),
Required Documents Project Closure, Project Binder, Hand Off Document, Project
Audit
Lessons Learned, Customer Feedback, Peer Feedback,
Reference Documents
Metrics Documents

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PROJECT MANAGEMENT DOCUMENT INDEX

*All documents below are located on Sharepoint

SOP’s (Standard Operating Procedures)

Name Description
Escalation SOP Standard Operating Procedures for order/issue escalation.
Project Management SOP Standard Operating Procedures for Project Management.

Project Management Templates

Name Description
Documentation of all project action items. This template can be used as both the Action Items and Issues
Action Items Template
Register for a small project.
Closure Meeting Template Agenda template for the project closure meeting with the customer.
Communication Plan
Documentation outlining mutually agreed upon means of communication (internal and external).
Template
Converged Services
Checklist to aid in all IP Converged Service provisioning.
Checklist Template
Executive Summary Template to use when providing project summary to the Executive Team when requested.
Expectations_Success
Outline of customer expectations and measurements of success.
Criteria Template
External Agenda_Meeting
Meeting agenda and minutes template to use for meetings with customers.
Minutes Template
Internal Agenda_Meeting
Meeting agenda and minutes template to use for internal meetings.
Minutes Template
Issues Register Template Documentation of ongoing project issues that need resolution before action items can be completed.
Kick-Off Agenda_Meeting
Agenda template for the project kick-off meeting with the project team.
Minutes Template
Lessons Learned Template Summary of lessons learned on project.
Order Tracking Template Template containing a network information tab and an equipment information tab.
PM Transition Plan Template Template to aid in transition planning.
Project Audit Template Audit to be completed after each project phase.
Project Book Template Documentation sent to customer outlining implementation schedule and details.
Project Checklist Template Process checklist to aid in project status tracking.
Project Closure & Billing
Document to send to LCA when project is ready to bill.
Document Template
Project Hand Off Document
Formal documentation of hand off from Project Management to Customer Care.
Template
Project Plan Template Microsoft Project Implementation Plan.
Risk Analysis Template Project risks documentation.
Scope of Work Template Overview of Project.
Team Roster Template Complete listing of team members (internal and external).
Timeline Template Template to aid in project timeline communication.
Weekly Status Report
Template to use when providing status to team.
Template
Welcome Letter Template Letter from CEO welcoming customer.

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REFERENCE DOCUMENT INDEX

Name Description Location

911 Deployment T:\Cust_Engineering\Drawings\Public\Outstate 911
911 tracking by county and some cities
Plan (Outstate) Deployment
Agent Program
Service Description and details of Agent Program. T:\Project_Convergence\TEAMS\PART
Definition
Equipment T:\Project_Convergence\TEAMS\NTWK Network
Equipment code definitions.
Codes Transport LOB\Service Definition
Equipment T:\Project_Convergence\TEAMS\PART Partner
Equipment bundles for Partner Service Definitions
Bundles Program LOB\Service Definition\Equipment
How to Check R:\Special\Cust_Care_Special\Project
Procedure on how to check for Plant test dates, FOC dates, etc.
Status in HP Management\Processes
Internet Service
Description and details of IP Converged Internet service. T:\Project_Convergence\TEAMS\NTWK
Definition
T:\Project_Convergence\PROJECT ITEMS\Issues
Issues Database Comprehensive, company-wide database of open issues.
Mgmt
LERG LERG S:\Lerg\Data\Lerg
T:\Project_Convergence\TEAMS\VOIC Voice
MN_NXXs_conv Contains all MN NXX’s and related information.
LOB\Miscellaneous\MN-NXXs_conv.xls
On Call
Cell, Pager and home numbers for technical support. Sharepoint
Information
On Ramp
Service Description and details of IP Converged On Ramp service. T:\Project_Convergence\TEAMS\NTWK
Definition
T:\Project_Convergence\TEAMS\PART Partner
Agent Matrix Listing of Agent status and information
Program LOB\Status Reports\Agents
PDN Service Description and details of IP Converged PDN (Private Data
T:\Project_Convergence\TEAMS\NTWK
Definition Network) service.
Professional
Services Service Description and details of Professional services. T:\Project_Convergence\TEAMS\PROS
Definition
Project
Monthly calendar of events and vacation time in Project
Management Sharepoint
Management.
Calendar
QOS Service
Description and details of QOS (Quality of Service) service. T:\Project_Convergence\TEAMS\QOS
Definition
Sales Toolkit Tools used by Sales in prospecting and presenting. R:\Groups\Project_Convergence\Toolkit
R:\Public\Legal\ CONTRACTS TO
SLA Service level agreement.
USE\Convergence
Team Schedule Customer Care Team schedule of all vacation time planned for all
Sharepoint
2003 Customer Care employees (including PM).
Video Service
Description and details of Video service. T:\Project_Convergence\TEAMS\VIDE
Definition
Voice FAQ’s List of frequently asked questions pertaining to Voice over IP. T:\Project_Convergence\Teams\Pnoc\Training\voice
Voice Service
Description and details of Voice service. T:\Project_Convergence\TEAMS\VOIC
Definition

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