PM Project Management Charter PDF

Project Management Document Flow Chart
Initiation & Planning

Project Charter
Execute & Monitor Project
Stakeholder Analysis
Change Request
(as needed)
Collect Requirements
Define Scope Change Log

Ad Hoc Reports
Create Work Breakdown Status Report

Structure
Create Activity List, Meeting Agenda

Budget, & Schedule
Communication
Plan
Risk Assessment
Closure Report
Project Charter
for
VoIP Implementation Project

Prepared for Company Name
January 2010
Project Charter for VoIP Implementation Project Page ii
Table of Contents
1. Project Description ....................................................................................................... 1
2. Business Objectives and Success Criteria ..................................................................... 1
3. Preliminary Project Scope ............................................................................................. 1
4. Cost-Benefit Analysis .................................................................................................... 2
5. Assumptions and Dependencies ................................................................................... 3
6. Milestones..................................................................................................................... 4
7. Business Risks................................................................................................................ 4
8. Resources ...................................................................................................................... 4
9. Approvals ...................................................................................................................... 5
10. Revision History ............................................................................................................ 5
Project Charter for VoIP Implementation Project Page 1
1. Project Description
This projects goal is to replace the legacy phone systems in allocations with a new Voice Over IP
(VoIP) system that gives users better call quality while vastly expanding the features offered to
manage both incoming and outgoing phone calls, which ultimately will help improve the
customer experience.
2. Business Objectives and Success Criteria

The key objectives of this project are:
 Design, build, test, and implement a VoIP phone solution

 Determine stakeholder expectations in order to define a course of action
 Educate users of the tools and capabilities available
3. Preliminary Project Scope

The VoIP Implementation projects preliminary scope is the ability to replace the current phone
system functions. Along with the ability to make and receive calls, some added functionality like
call queues, voicemail, direct dial lines, and call forwarding will be established at go live.
Initially, the new phone system will be installed and then rolled out to our China office first.
Because of its smaller scale, more complicated configuration, and the ease of rolling back to the
old system, it is an ideal proving ground for the new system to be implemented in.
This project does not include any integration with our ERP solution.
4. Cost-Benefit Analysis
The primary costs for the project initially is the physical hardware (phones, server, etc). Long
term costs, mostly on a monthly basis, include the cost of phone lines, a per minute charge on
incoming 800 calls, etc. The IT Department will be responsible for the labor of deploying the
phone system, with the potential for some outside help with running wire. Major benefits
include: lower monthly charges, integration with current and future sites, better reporting, and
more advanced features like call cascading, caller ID, DID’s, voicemail, etc.
Cost Estimate
This estimate is based on quotes from several vendors on the required equipment and services.
Costs and cost savings have been calculated based on replacing all phone systems throughout
the company. This estimate does not include any internal resource time required for testing
and implementation; it solely covers the physical costs of hardware, software, and services.
Estimated Cost (±15%)

$50,000
Benefits Analysis
Quantification Estimated
Benefit
Impact
Reduced Costs 800 incoming rate goes from 2.9¢ to 2.1¢ $ 26,000 a
With lower per minute charges, cheaper per minute, lines cost $25 vs. $38, outgoing year savings
line costs, reduced yearly maintenance long-distance is no extra charge, yearly
agreements, and phone system maintenance is ≈$1,500 less, and we will
consolidation, your monthly and yearly have a unified bill instead of two separate
costs will be reduced phone systems
Advanced Features $
Features like voicemail, call forwarding,
caller ID, direct dial numbers, paging the
warehouse, break buzzers, call groups, and
call queues are built in and currently
unavailable or unreasonably priced in the
legacy system
Management Control $
Because we will own and control all aspects
of the new system, making changes like
adding or removing lines or voicemail can
be done internally, without support from
an external company (faster and cheaper)
Future Growth $
Since the new system runs over our data
network (which already exists and would be
required for any future sites), expanding to
a new location would require new phones
and licenses, nothing more.
TOTAL ESTIMATE (±15%) $26,000
5. Assumptions and Dependencies
Assumptions:
AS-001: Internal resources will be allotted the time for installation and testing as well as
solution development to bring this project to completion
Dependencies:
DE-001: Project success will be largely dependent on commitment and support from
company management for budget and resources
**Additional Assumptions and Dependencies will be documented as they become known.

6. Milestones
Event or Deliverable Target Date Responsibility

Project charter approved Sponsor
Project plan completed Project Manager
Project plan approved Sponsor
Phone System Ready For Testing Project Team
Phone System Sign-off by key stakeholders Project Team
Training Completed Users / Project Team
Acceptance Sponsor / Project Team
7. Business Risks
Risk Probability Impact Mitigation

Project resources will be taken away to work HIGH Delays
in their core functions
New system call quality will not meet LOW Cost, Old phone system will remain in
expectations Inconvenience place to fail back to for several
months
**Additional risks will be document during
Risk Analysis
8. Resources
Resource Description and Source

John Doe Technical Oversight, IT
James Doe Technical Support, IT
Joe Doe Technical Support, IT
9. Approvals
Approval Decision:
 Approved, development project plan is authorized

 Approved, project funding is authorized
 Approved, but project is on hold until future notice
 Revise charter and resubmit for approval
 Project is rejected
Role or Title Name and Signature Date

President
CFO
10. Revision History
Name Date Reason For Changes Version

Stakeholder Analysis for VoIP Implementation Page 1
VoIP Implementation Stakeholder Analysis

Project Manager John Doe
Stakeholder Role Profile

These questions will encourage the project team to consider a wide variety of stakeholders. Use these questions
to identify as many stakeholders as possible. After generating the list, you may decide some of the stakeholders
are represented by other stakeholders or will have so little involvement in the project that you don’t need to
consider them and you may remove them from your list.
This list is a starting point

Add questions to this list that fit your project environment. If you miss an important stakeholder on one project,
add a question to this list that will cause the next project team to identify that stakeholder.
For each of the questions below answer the question: “Who…?”

Question All stakeholders that apply. Use people’s names
whenever possible.
1. Approves funding for this project? John Doe, Julian Doe
2. Approves functional requirements? Juan Doe, every department at some level
3. Approves technical requirements? John Doe
4. Approves design decisions? James Doe, Jimmy Doe, John Doe
5. Approves changes to requirements? James Doe
6. Approves changes affecting schedule? James Doe, Joe Doe, Julian Doe
7. Approves changes affecting cost? James Doe, Joe Doe, Julian Doe
8. Will use the product or service produced by the Everyone in the company along with all customers
project? that call in
9. Set the organizational goals that drive the necessity of James Doe, Joe Doe, Julian Doe
this project?
10. Will assign people to the project team and determine James Doe, Joe Doe, Julian Doe
the hours per day they work on the project?
11. Approves contracts for suppliers? James Doe, John Doe
12. Is the manager or executive sponsoring this project James Doe, Joe Doe, Julian Doe
(will use their authority on behalf of the project team
to overcome organizational obstacles)?
13. Will manage the project (provide leadership to assure John Doe
tasks are assigned and completed on time, cost and
schedule are monitored, issues are identified and
resolved)?
14. Represents organization policies governing this John Doe
project?
15. Represents regulations or laws affecting this project? John Doe
1 of 2
Stakeholder Analysis for VoIP Implementation Page 2
16. Will have their work disrupted by this project? n/a

17. Will have to change their systems or processes n/a
because of this project?
18. Will benefit from this project? (If this is a large group, At some level, anyone in the company. Main
who will represent this group?) beneficiaries will be employees that interact with
the phone more than others.
19. Will perform the work on this project? (This includes John Doe, Jimmy Doe
all vendors and subcontractors as well as employees)
20. Will participate in phase gate decisions to approve James Doe, Juan Doe, John Doe
moving the project to the next phase?
Stakeholder Alignment Questions

These questions will ask for a minimum amount of understanding about each stakeholder. Use these for each
stakeholder that has a high interest in the project or can have a high impact on the project. The better you
understand each stakeholder, the better prepared you’ll be to win cooperation.
Not for publication

These questions are meant to stimulate thinking about stakeholders. Your assumptions and insights into the
motivations of each stakeholder or stakeholder group are a private assessment and should not be published.
For each significant stakeholder, answer the following questions:
Name: Title:
1. What is their contribution to the project?
2. To whom do they report?
3. What authority do they have over the project?
4. What is their goal for the project (what is their stake in
the project) and how does it relate to their
organization’s goal or other personal goals? (What
makes this a ‘win’ for them?)
5. Do they present a specific threat or opportunity?
6. What perception do you want them to have about the
project?
Plan Communication
Use the Communication Plan and Responsibility Matrix templates to document roles and responsibilities and how
you’ll keep your stakeholders engaged and informed.
2 of 2
Requirements List for VoIP Implementation Project Page 1
VoIP Implementation
Requirements List Project Manager: John Doe Last Updated:2010.08.31
Requirement Description Requestor

Receive local, long distance, and 800 calls The new phone system should be able to receive both local, long distance, General
and all of our 800 calls
Make outgoing calls The new phone system should be able to place both local, long distance, General
and 800 calls
Page warehouse The system should be able to page the warehouse over bull horns Joe Doe
Handle DID's The system should be able to handle DID's so individuals can have a Jose Doe
personal phone number
Be used in remote office The new system should be scalable, easily extended to our current and any General
future remote locations
Custom hold music It should support having our own custom hold music Juanita Doe
Call forwarding It should be able to forward calls to specified numbers or extensions based Josh Doe
on rules
Email notifications Users should be notified by email when they have a voicemail General
Call groups/queue's The system should support different types of call groups and queue's based General
on business need
Automated reporting Specified individuals should receive automated reports on call volume and Jill Doe
individual performance
Port old numbers All 800 numbers and several local numbers must be able to be ported to General
the new system
DR solution In case of a downed line, etc, there has to be a viable and economical Jose Doe
backup solution
Hosted in a VM The new system should be able to be run in a virtual environment John Doe
Active Directory integration The new system should integrate with AD to reduce the amount of user John Doe
management overhead for administrators
Scope Statement for VoIP Implementation Page 1
Scope Statement
This project is responsible for implementing a new VoIP telephony solution. Specifically, the project will:
 Purchase the necessary equipment to deploy a new phone PBX and new phones to the entire
company, only replacing existing phones, not adding additional ones.
 Recreate the existing phone business rules on the new phone system
 Implement voicemail and DID’s on specified numbers (dictated by the functional manager)
 Train users on how to use the new phones at group meetings pre go-live
The following activities are beyond the scope of the project:
 Any integration of the new VoIP solution and our ERP application
 Adding any additional lines, phones, or functionality that does not already exist in the current
phone system and has not been specifically mentioned in the scope statement.
Work Breakdown Structure for VoIP Implementation Project Page 1
1.1 Compare IP-PBX Options

1.0 Research
1.2 Document Capabilities
2.1 Evaluate potential IP-PBX

Options
2.2 Recreate existing PBX

VoIP Implementation 2.0 Testing functionality on test IP-PBX
2.3 Implement and test new

features IP-PBX offers
2.4 Work with stakeholders to

identify best fit solution
3.1 Procure hardware
3.2 Migrate test system settings to

new production IP-PBX system
3.0 Implementation 3.3 Test new system with

stakeholders input
3.4 Deploy and implement to

secondary location first
3.5 Deploy and implement to

primary location second
ID WBS Task Name Cost Duration Start Finish Predecessors Resource Names
22
1 1.1 Research IP-PBX solutions and document about each $400.00 5 days Mon 8/30/10 Fri 9/3/10 John Doe
2 2.1 Compare requirements to advertised functionality $80.00 1 day Mon 9/6/10 Mon 9/6/10 1 John Doe
3 2.2 Recreate existing PBX functionality on test IP-PBX $160.00 2 days Tue 9/7/10 Wed 9/8/10 2 John Doe
4 2.3 Implement new PBX features $160.00 2 days Thu 9/9/10 Fri 9/10/10 3 John Doe
5 2.4 Work with stakeholders to identify best solution $400.00 1 wk Mon 9/13/10 Fri 9/17/10 4 John Doe
6 2.4.1 Project manager decides on solution $320.00 2 days Mon 9/20/10 Tue 9/21/10 5 Juan Doe
7 3.1 Procure Hardware $40.00 0.5 days Wed 9/22/10 Wed 9/22/10 6 John Doe
8 3.2 Migrate test system to production $120.00 1.5 days Thu 9/23/10 Fri 9/24/10 7 John Doe
9 3.3 Test systems with stakeholder input $800.00 2 wks Mon 9/27/10 Fri 10/8/10 8 John Doe
10 3.3.1 Get final stakeholder signoff $160.00 1 day Mon 10/11/10 Mon 10/11/10 9 Juan Doe
11 3.4 Deploy and implement to test location $1,600.00 4 wks Tue 10/12/10 Mon 11/8/10 10 John Doe
12 3.5 Deploy and implement to primary location $1,600.00 4 wks Tue 11/9/10 Mon 12/6/10 11 John Doe
Task Milestone External Tasks

Project: voip_implementation_project
Split Summary External Milestone
Date: Thu 9/2/10
Progress Project Summary Deadline
Page 1
Sep '10 Oct '10 Nov '10 Dec '10 Jan '11 Feb '1
29 5 12 19 26 3 10 17 24 31 7 14 21 28 5 12 19 26 2 9 16 23 30
John Doe
John Doe
John Doe
John Doe
John Doe
9/21
John Doe
John Doe
John Doe
10/11
John Doe
John Doe
Task Milestone External Tasks

Project: voip_implementation_project
Split Summary External Milestone
Date: Thu 9/2/10
Progress Project Summary Deadline
Page 2
August 2010
Sunday Monday Tuesday Wednesday Thursday Friday Saturday
1 2 3 4 5 6 7
8 9 10 11 12 13 14
15 16 17 18 19 20 21
22 23 24 25 26 27 28
29 30 31
Research IP-PBX solutions and document about each, 5 days
September 2010
1 2 3 4
Research IP-PBX solutions and document about each, 5 days
5 6 7 8 9 10 11
Compare requirements to advertised
Recreatefunctionality
existing PBX, 1functionality
day on test IP-PBX, 2 days Implement new PBX features, 2 days
12 13 14 15 16 17 18
Work with stakeholders to identify best solution, 1 wk
19 20 21 22 23 24 25
Project manager decides on solution Procure Hardware, 0.5 daysMigrate test system to production, 1.5 days
26 27 28 29 30
Test systems with stakeholder input, 2 wks
October 2010
1 2
3 4 5 6 7 8 9
10 11 12 13 14 15 16
Get final stakeholder signoff Deploy and implement to test location, 4 wks
17 18 19 20 21 22 23
Deploy and implement to test location, 4 wks
24 25 26 27 28 29 30
31
November 2010
1 2 3 4 5 6
7 8 9 10 11 12 13
Deploy and implement to test location, 4 wks Deploy and implement to primary location, 4 wks
14 15 16 17 18 19 20
Deploy and implement to primary location, 4 wks
21 22 23 24 25 26 27
28 29 30
December 2010
1 2 3 4
5 6 7 8 9 10 11
12 13 14 15 16 17 18
19 20 21 22 23 24 25
26 27 28 29 30 31
Communication Plan for VoIP Implementation Project Page 1
VoIP Implementation Communication Plan

Project Manager: John Doe
This communication plan describes our strategy for keeping the project’s stakeholders sufficiently informed to avoid any
disappointment regarding cost, schedule, or quality goals.
Stakeholder Information needs Frequency Medium

Joe Doe  Status update Weekly 1. In person
2. Via Email
Jose Doe  Status update Weekly 1. In person
2. Via Email
Josh Doe  Status update Weekly 1. In person
2. Via Email
Jill Doe  Status update Weekly 1. In person
2. Via Email
Juanita Doe  Status update Weekly 1. In person
2. Via Email
Risk Assessment for VoIP Implementation Project
VoIP Implementation Risk Assessment Last updated 2010.08.31

Risk Date Close Out

ID WBS Likelihood Found Assigned Description Strategy Status Date
1 1.0 9 2010.08.01 John Doe Project resources will be Inform stakeholders of consequences of Ongoing battle
taken away to work on other loss of resources -
tasks/projects
2 2.1 6 2010.08.07 John Doe Risk that some potential Consult with several vendors on best-in- Completed
2010.08.05
options might be overlooked class IP PBX options
3 2.2 2 2010.08.01 John Doe Risk that some things will not Test and work with vendor to establish Completed
be able to be recreated by what the new system can and can not do 2010.08.07
the new IP-PBX
4 2.4 8 2010.08.01 Joe Doe Some stakeholders will not Inform, communicate with, and interact In Progress
buy into new solution to meet needs and address concerns of -
stakeholders
5 3.1 4 2010.08.01 John Doe Delays in procuring Consult hardware and software suppliers Completed
hardware or software to ensure product is will be in stock at 2010.08.23
licensing time of order placement
6 3.4 8 2010.08.01 John Doe Risk that moving fax or Work with phone providers to get In Progress
phone lines over will delay information in their hands as soon as -
implementation possible and ensure information is correct
Description of fields:
Risk Id: A unique identifier Date found: Date risk became known. yyyy.mm.dd Strategy: What will be done to reduce the probability,
impact, or both?
WBS: WBS number of the task(s) related to this risk Assigned to: Person who is assigned to manage this risk Status: On-going log of changes to risk, in order from most
recent to oldest. Format: yyyy.mm.dd – action/update
Likelihood: What are the chances that this risk will Description: High level description of risk event, impact Close out date: When did the risk probability go to zero?
occur? Rank with 10= highest and 1=lowest. and probability Describe in the final status. Remove any rank from this risk.
VoIP Implementation Project Closure Report 1
VoIP Implementation Closure Report

Sponsor: Joe Doe
Project Goal
This projects goal is to replace the legacy phone systems in both the Alabama and
Pennsylvania locations with a new Voice Over IP (VoIP) system that gives users better
call quality while vastly expanding the features offered to manage both incoming and
outgoing phone calls, which ultimately will help improve the customer experience.
Project Objectives & Results

Objectives from Statement of Work Results
1
Design, build, test, and implement a Success
VoIP phone solution
2
Determine stakeholder expectations in Success, although holding stakeholders to their
order to define a course of action
initial expectations and avoiding scope creep is a
constant challenge.
3
Educate users of the tools and Success
capabilities available
Scope Comparison
Additional scope
No additional scope added to project.
Decreased scope
Scope was not decreased during project
Cost Performance
Cost Categories Approved Actual
Internal Labor hours 160 200
External costs
Labor (consultants, contract labor) 0 0
Equipment, hardware or software 50,000 42,180
List other costs such as travel & training 5,000 3,500
Explanation of cost variance
Additional hours were required for configuration, testing, and implementation.
Schedule Performance
Approved Actual
Project completion date 2010.10.01 2010.09.25
Explanation of schedule variance
Implementation was smooth and telephone providers were able to deliver ahead of schedule.
VoIP Implementation Project Closure Report 2
Major Obstacles Encountered

1. Delays with management support and resource allocation.
2. Time required for phone number changes required constant monitoring, some aggressive
pushing and pleading, and overall diligence to resolve.
Lessons Learned that are Relevant to Other Projects

1. You can not plan too far ahead
2. Working to achieve management support and maintain management support is probably one of
the most important things in a project, if not the most important, for its success.
Closure Acceptance
Role or Title Name and Signature Date
President
CFO
Project Manager
Project Sponsor
Change Log for VoIP Implementation Project 1
VoIP Implementation Change Log Last updated 2010.09.01

Change Date Cost/Schedule

ID Submitted Requested by: Description Impact Status
1 2010.08.27 Jose Doe Order additional phones (3) Additional $600 Pending
2 2010.09.01 Joe Doe Purchase a conference phone (1) Additional $400 Pending
Description of fields:
Change Id: A unique identifier Description: Describe the change being requested.
Date Submitted: Date issue became known. yyyy.mm.dd Impact: Describe the impact to cost or schedule.
Requested by: Person who is requesting the change Status: Approved or Pending or Rejected and date.
Change Request for VoIP Implementation Project 1
VoIP Implementation Project Change Request

Change name [short description]
Date Submitted [yyyy/mm/dd] Change Request Number [nnnn]
Requested by [Name of person requesting change]

Submitted by [Name of person writing this request]
Detailed Description of Change

[description]
Impact Analysis
Schedule
Cost
Related affects to
other projects or
parts of this project
Decision and Rationale

[description]
Approval: [signature]
Approved by: [name]
Approval date: [yyyy.mm.dd]

Meeting Agenda for VoIP Implementation Project 1
VoIP Implementation Meeting Agenda

Meeting Date Meeting Time Location
[yyyy.mm.dd] hh:mm – hh:mm [location]
Meeting Leader [Meeting Leader Name]

Meeting Purpose [Describe meeting purpose]
Project Purpose [Purpose description from statement of work]
Participant Names Attended?

[participant name]
[participant name]
[participant name]
Who’s
Agenda Item Responsible Time Allotted
1. [topic description]
[topic discussion]
[topic resolution]
[topic discussion]
[topic resolution]
[topic discussion]
[topic resolution]
[topic discussion]
[topic resolution]
[topic discussion]
[topic resolution]
Status Report for VoIP Implementation Project 1
VoIP Implementation Status Report

Status Date Project Manager Sponsor
2010.09.01 John Doe Joe Doe
Status Period From: 2010.08.30
To: 2010.09.03
Cost performance 0 % under/over budget

Planned cost to date $13,000
Actual cost to date $13,000
Approved project cost baseline $50,000
Estimated cost at completion $48,000
Schedule performance 0% ahead/behind schedule

attach a tier 1 Gantt chart with baseline and current schedule
Issues requiring management attention

1. None
Changes to scope, schedule, cost during this period

1. None
Major problems encountered and planned action to resolve

1. None
Issues identified this period and required action

1. Phone’s blinking even if no voicemail present
2. Reception phone needs to be configured
Major accomplishments in the past week

1. Fax lines moved
Major accomplishments scheduled for next week

1. Final configuration to replicate call routing
2. Meeting with key usage stakeholders to discuss details and any additional
requirements

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Project Management Document Flow Chart

Initiation & Planning

Define Scope Change Log

Create Work Breakdown Status Report

Create Activity List, Meeting Agenda

VoIP Implementation Project

2. Business Objectives and Success Criteria

 Design, build, test, and implement a VoIP phone solution

3. Preliminary Project Scope

Estimated Cost (±15%)

**Additional Assumptions and Dependencies will be documented as they become known.

Event or Deliverable Target Date Responsibility

Risk Probability Impact Mitigation

Resource Description and Source

 Approved, development project plan is authorized

Role or Title Name and Signature Date

10. Revision History

Name Date Reason For Changes Version

VoIP Implementation Stakeholder Analysis

Stakeholder Role Profile

This list is a starting point

For each of the questions below answer the question: “Who…?”

16. Will have their work disrupted by this project? n/a

Stakeholder Alignment Questions

Not for publication

For each significant stakeholder, answer the following questions:

Requirement Description Requestor

The following activities are beyond the scope of the project:

1.1 Compare IP-PBX Options

2.1 Evaluate potential IP-PBX

2.2 Recreate existing PBX

2.3 Implement and test new

2.4 Work with stakeholders to

3.1 Procure hardware

3.2 Migrate test system settings to

3.0 Implementation 3.3 Test new system with

3.4 Deploy and implement to

3.5 Deploy and implement to

Task Milestone External Tasks

Task Milestone External Tasks

VoIP Implementation Communication Plan

Stakeholder Information needs Frequency Medium

VoIP Implementation Risk Assessment Last updated 2010.08.31

Risk Date Close Out

VoIP Implementation Closure Report

Project Objectives & Results

Major Obstacles Encountered

Lessons Learned that are Relevant to Other Projects

VoIP Implementation Change Log Last updated 2010.09.01

Change Date Cost/Schedule

VoIP Implementation Project Change Request

Requested by [Name of person requesting change]

Detailed Description of Change

Decision and Rationale

Approved by: [name]

Approval date: [yyyy.mm.dd]

VoIP Implementation Meeting Agenda

Meeting Leader [Meeting Leader Name]

Participant Names Attended?

VoIP Implementation Status Report

Cost performance 0 % under/over budget

Schedule performance 0% ahead/behind schedule

Issues requiring management attention