Organize A Project – Tracking Customer Complaints

Organize A Project – Tracking Customer Complaints

Hello, and welcome to the presentation on organizing a project.

The presentation will cover eight major elements relating to organizing a project to improve the process of tracking customer complaints. The presentation will start with a project description. Second, the aspects of the project will be defined, as well as how the project will be planned and controlled. Third, the project will use a Gantt chart as a project management chart to highlight timelines for the project. Fourth, the improved process flowchart will be given. Fifth, meeting cadence or rhythm and timing for the project will be discussed, and sixth, the metrics to measure the project’s success will be defined. Seventh, the financial and budgetary considerations for the project will be evaluated. Finally, a description of the project’s reporting structures will be given.

The project in question relates to creating a better process for tracking customer complaints. An improved customer complaint tracking process will increase efficiency in handling customer complaints to enhance customer satisfaction. The need to improve customer complaint tracking is driven by the desire to take advantage of market opportunities. The project will lead to improved customer satisfaction and profits as significant benefits. However, costs will be incurred to conduct research and development in the project to sustain the improved process. The primary approach taken in the project entails using an improved new customer complaint tracking process. Notably, the project will require process analysis tools to evaluate the efficiency and effectiveness of the process. Ultimately, the project is expected to achieve increased profits and satisfied customers for the organization.

The project will entail clear definition, planning, and control. Regarding project definition, the project will entail identifying the appropriate courses of action to achieve the project’s intended outcome. On the part of control, the project will entail proper monitoring and effective evaluation. Further, there will be a project organization to ensure resources allocated for the project are utilized effectively. Lastly, the project leader will manage the project, including resource and people management.

The chart above shows the timelines for undertaking the organized project. The chart is a Gantt chart, which is used to make a visual representation of the activities and time required to undertake a project (Tereso et al., 2019). The intended project will take seven months, as shown, and include four major subdivisions. The first division will take one month to be used for project planning. The second activity will entail carrying out the project. Notably, this is the most resource and time-intensive stage undertaken in the project. A total of four months will be used in this stage, as shown in the chart. The third stage will entail project review and assessment. This stage will ensure the project has been carried out effectively and evaluates whether the intended outcomes are being attained. The last stage will entail completing the project. As the last stage, only one month will be required to wound up the project and document how the project was conducted for the purpose of record.

The project will result in an improved process flowchart that is shown above. The improved process flowchart comprises seven steps that should be utilized for effective customer complaint tracking. The process entails acknowledging a customer complaint or concern as raised by a customer as the initial step. Second, the raised concern or complaint is assessed to evaluate its authenticity. Upon verifying that the complaint is authentic, an investigation is planned as the third step in the process. Fourth, the planned investigation into the raised complaint is investigated to determine what happened and how it could have been resolved. Fifth, a response is prepared and channeled to the customer who raised the complaint. Sixth, a follow-up is done to assess whether the customer is satisfied with the given response. Finally, a consideration of the complaint is made to find out how the events that led to the complaints will be avoided going into the future.

The presentation considers how the project’s cadence or rhythm and timing will be done. Specifically, a meeting will be conducted every month to evaluate the progress of the project. Such a meeting should be planned earlier to ensure they happen as expected. For that reason, a meeting notification should be served to all committee members in good time. Further, the timelines for the project meeting will be strictly maintained, with no more than four hours spent conducting the meeting. Effective communication will be embraced during the meeting using correct and effective communication channels. After the meeting, everyone’s opinion will be considered before arriving at any conclusion.

After completing the project, it is important to evaluate its success by considering various metrics. One metric to consider is the employee satisfaction level which their retention level can measure. An organization with an effective customer complaints tracking system will keep employees for a long time (Kurdi et al., 2021). Another metric to consider is the level of satisfaction among customers. A higher customer satisfaction level will indicate success for the project. Another metric to consider is the productivity level of the organization. If the sales volume is high, it will indicate that the project is successful. The last metric to consider is the cost of handling customer complaints. If the costs reduce, the project will be considered to be successful.

The project will entail various financial and budgetary considerations. Specifically, planning costs will be considered, which refer to the costs to be incurred in the project’s planning stage. As a budgetary consideration, costs will be estimated for the entire project. It is important to ensure that the estimations are as true and realistic as possible. Monitoring costs is another financial consideration required for the project. Essentially, monitoring costs will be used during the project in monitoring activities to ensure the project is completed successfully. The last but crucial element to consider in financial and budgetary consideration is ensuring cost saving is undertaken. Areas in the project where costs can be reduced or cut should be identified and used to reduce the project’s overall cost.

The reporting structure of the project will consist of a hierarchical system with the CEO leading at the top level of the hierarchy. Functional managers should come after the chief executive officer. Notably, the functional managers report directly to the chief executive officer and are accountable for any project-related tasks that are assigned to them (Ershadi et al., 2021). Distinct personnel, each assigned to carry out a different task, are present in the three final steps of the structure. Notably, when giving their junior coworkers responsibilities, the staff also considers the hierarchical structure.

The project covered in this presentation relates to creating an effective customer complaint-tracking process. The process of seven steps will be implemented in a period of seven months. Meetings will be regularly conducted to evaluate the project’s progress, and project success will be measured using metrics such as employee and customer satisfaction. The project will strictly adhere to financial and budgetary considerations. Through a clear project reporting structure, success will be achieved.

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This assignment is intended to help you use leadership skills to gather project members from cross-functional departments and skill sets and lead them in the fulfillment and implementation of a mock project.

Discover the various responsibilities of a project manager by organizing a project. See Chapter 19, sections 19.9 and Cases.

Apply project management tools and a PM outline type of your choice to structure and plan the project by defining, planning, and controlling. The project will be a continuation of how to improve the process you chose in Weeks 1 and 2.

Create a 10- to 12-slide PowerPoint presentation (supported by Excel and Word as needed), with detailed speaker notes, that includes the following:
Project description
Project Management Charts (Critical Path, Gant Chart, etc.)
Improved Process Flowchart from Week 1
Meeting cadence/rhythm and timing
Metrics to measure the project’s success
Financial and budgetary considerations
Description of the project reporting structure

The process I am trying to improve is Tracking Customer Complaints