Appendix A – Structure of Project Team Introduction
To ensure the project’s success, a number of roles and responsibilities have been identified and will be discussed in this memo. 9 key personnel have been identified to embark the project at the research level. These include the Common Executive Steering Personnel (Project Sponsor), Project Manager, Business Analyst, Information Architect, Software Developer, Software Designer, Technical Specialist and Secretary.
Common Executive Steering Personnel (Project Sponsor)
For such a major development and implementation, the overall project has to be
overviewed by a number of team members. They will be then overlooked by a common executive steering personnel, otherwise known as project sponsor, who is responsible for the overall operation of the project, as well the funding for the project that is received and allocating it appropriately to each section.
Project Manager
Project manager plays the main role and holds the heaviest responsibilities in executing and managing the project from the onset. In short, the project manager, who has strength in business and IT, should guide, coordinate and motivate the project team as well as serve the official interface between the team and the clients. Importantly, he will direct the project to the right schedule and path and assist the project sponsor of the
organisation. In this case, these will be my main roles.
Business Analyst
Assisting the project manager are his two important personnel. A business analyst is one of them. He is responsible for defining and guiding the business goal of the project and setting major budgetary guidelines. Using his strong business analytical mindset and
Information Architect
The second personnel to assist the project manager is the information architect, who is skilled at organizing information and processes. He is responsible to meet his intended customers’ needs; in this case, the employee is the customer. He will also draw up supporting documents for the project, such as the project goals, site map and feature list.
He will be in-charge of drawing up the proposal and studies the merger between both industries, in terms of customer relationship management and the IT delivery concept.
Software Developer
The software developer will form the development team during the development stage, using the information and planning materials from both information architect and business analyst. In addition, they also write the code for the web site or the system, which integrates the designer's concept with the business goals of the project. If the team is small, a software developer may be responsible for drawing up technical specifications and maintaining the project's hardware and software.
Software Designer
Software designers are responsible for creating the look and feel of the project. Their work will be reviewed and vetted beforehand by the business manager and the developer, for right business patterns and technical feasibility respectively. They have to work hand in hand with the information architect. Overall, these blend all the technical aspect, design and information on the site, delivering a knowledge concept project, where both the top and low management gain from the learning environment organisation.
Technical Specialist (Hardware)
The technical specialist or the network/system administrator will be the key personnel who will look after the project once the project is completed and ongoing. Using his specific knowledge about the hardware and software that support the project, he makes sure that the right technical plans are made and are working at optimal efficiency. This will lighten the responsibilities, which would otherwise fall on the developer.
Quality Assurance Analyst
Upon completing the project, a quality assurance analyst is usually required to make sure that the developer's and designer's work meet the business goals and the specifications documented in the discovery process. The designer and developer will need to adjust the site when necessary until the QA process is satisfactorily completed. In addition, the quality assurance specialists will study the outcomes of the project and give feedback to the whole project team. These studies are usually done from the perspectives of the end users and observations made when the end users are trying out the project.
Secretary
A well-versed secretary, who has some background knowledge of the industry and
experienced in technical writing, is appointed to make sure that communication is relayed to every team member and every minute of the meetings. The secretary must also ensure that the project manager is reminded on the milestones of the project.
Conclusion
Running a successful project requires more than the efforts of personnel mentioned above.
Organisation can have official personnel working either together or with them.
Alternatively, they can outsource the human resource or even get public views. This creates another perspective of team management in the industry. Most importantly, the project manager will determine the overall direction of the project, with supervision from the steering committee.
Appendix B – Analysis of the three solutions
Solution
Title Solution 1: Solution 2: Solution 3:
Solution Strategy
• Offering the complete system for XYZ Insurance sales & support operations.
• Inherits the features of Solution 3.
• Offering an all-round system with additional features that promises better sales mobility and efficiency for field brokers.
• Inherits the features of Solution 3.
• Offering the most basic and cost effective systems for today’s competitive market.
Potential Financial Benefits
• Revenue Growth Increase 10%
• Reduced operational costs by as much as 30%
• Reduced IT costs by 20-35%
• Maximizing revenues with
• Revenue Growth Increase 9%
• Reduced operational costs by as much as 25%
• Reduced IT costs by 20-35%
• Revenue Growth Increase 7%
• Reduced operational costs by as much as 15%
• Reduced IT costs by 20-35%
• Maximizing revenues with Live Support.
Live Support.
Other Benefits of Each
solution
• Increase employee productivity 13%
• Increased policyholder satisfaction rates from 76%
to 96%
• Reduced average call handling time by 11%
• Increase sales conversion by brokers 22%
• Enabled 70% reuse of components
• Easy integration with current information system
• Reduced training time by 20-30%
• Increase employee productivity 10%
• Increased policyholder satisfaction rates from 76% to
93%
• Reduced average call handling time by 11%
• Increase sales conversion by brokers 22%
• Enabled 70% reuse of components
• Easy integration with current information system
• Reduced training time by 20-30%
• Increase employee productivity 8%
• Increased policyholder satisfaction rates from 76% to
83%
• Reduced average call handling time by 11%
• Increase sales conversion by brokers 22%
• Enabled 70% reuse of components
• Easy integration with current information system
• Reduced training time by 20-30%
value of each
solution
• MobChan allows brokers to access and update customer relationship databases through handheld mobile device such as TabletPC on the run.
• Field Service mobile client enables technicians with access to the full desktop computing solution on a laptop or notebook computer.
• AutoUpdate automatically updates policy brochures stored in computing devices.
• Multi region support designed for global deployments.
• CRM helps you to understand, anticipate and respond to your customers' needs in a consistent way, right across your organization.
• CSM increases your sales, providing technical assistance and increasing your customer satisfaction by delivering Live help Customer Service.
Appendix C – Gantt Chart
Appendix D – Solution 2
Appendix E – Solution 3
Appendix F – Solution 1
Appendix G – Project Minutes
University of Wollongong
IACT 451 IT Project 2005 (Annual) Weekly Minutes
Date: 22 March 2005 (Week 5) Time: 1430 – 1630hrs Facilitator: Tim Coltman,
Peter Hyland Type of Meeting: Regular Ref. No: UOW/2005/IACT451/WM/001
Attendees: Aidil, Hazman, How Whay, Laurent, Absentees: Sovanna
Topics: Choosing of group members, role allocation for Project XYZ Insurance Location: SITACS, University of Wollongong
Taken By: Md. Aidil Osman
S/No Minutes’ Details Job
Allocated Dateline Remarks 1. The meeting started when the
facilitator handed out the Case Study which outlines the three specific roles required for the project. Each group was to be comprised of three members each holding a role i.e. Client Liaison (CL), Business Case Architect (BCA), and Technology Impact Analyst (TIA).
Each of us expressed which roles would best suit us according to preferences and strengths. The result of which is listed below:
All
Aidil Client Liaison Technology Impact Analyst Hazman Technology Impact Analyst Business Case Architect How Whay Business Case Architect Technology Impact Analyst Laurent Business Case Architect Client Liaison
Sovanna Not present (To Be Confirm Later)
S/No Minutes’ Details Job
Allocated Dateline Remarks 2. As there were 5 people present the
forming of a group posed an immediate concern. Sovanna was not present during the meeting due to undisclosed reasons. Prior to the meeting How Whay and Laurent had a mutual understanding to work together while Aidil and Hazman preferred to work together as they had formed a good working relationship in the past.
The decision was made to seek the advice of the facilitator on this issue as there were several individuals not present in the meeting who would be able to join the group. An email was sent to the facilitator by Laurent after the meeting ended regarding this matter.
All 29th
March 2005
University of Wollongong
IACT 451 IT Project 2005 (Annual) Weekly Minutes
Date: 30 March 2005 (Week 6) Time: 9.30 – 11.00 am Facilitator: Md Aidil Osman Type of Meeting: Regular
Ref. No: UOW/2005/IACT451/WM/002
Attendees: Nurhazman Abdul Aziz, Md Aidil Osman Absentees: Nil
Topics: Weekly Meeting (updates)
Location: Through MSN Messenger conversation Taken By: Md Aidil Osman
S/No Minutes’ Details Job
Allocated Dateline Remarks 1. Hazman and Aidil decided to start
on the project while waiting for advice from the facilitator regarding setting up of a group.
The decision has been made that Aidil takes on the role of Client Liaison while Hazman is assigned the role of Technology Impact Analyst. We are still waiting for a 3rd member to join the group in the role as Business Case Analyst.
All Distribution of
roles
2. Sovanna has confirmed his
preference for the TIA (1st Choice) or CL (2nd Choice) role therefore it is most unlikely he will join this group. It would be ideal if either How Whay or Laurent complete the group as they both indicated their preference for the BSA role.
This matter will be sorted out during the next meeting on 5 April 2005.
3. As this period was during the break, the meeting was held online through MSN Messenger and phone calls to further clarify certain points. The two current members of the group exchanged their activity three task to better understand what each can bring to the project.
These two primary objectives were decided on: necessary paperwork on-site to consummate sale
One of the primary concerns of the project was to create a user
friendly product. As stated by Mr.
Bennet, “Computers have never been one of our strengths.” This objective will be kept in mind throughout the entire project development and planning to ensure success.
following actions to follow up on as the project TIA:
1. Interview some of brokers (friends who work as/in the insurance agent/industry before) on their job aspects and daily lives.
• Enquire how the industry project is like
• The technology they have been using. From this point, we will able to get notes on their software providers and do detailed researches later on.
• Will get feedback from the clients.
2. Once complete, we will search the technology used in the insurance industry
3. Please also learn the
concept of Customers Relationship Management (CRM) and also the software used. We have estimated our project will go towards this process.
5. Take taken:
Action 1:
It was decided both of us make use of our contacts working in the insurance industry. We will extract and gather as much information from those contacts so as to get an accurate depiction of the current practices in the market.
Action 2:
This will be done by the TIA upon completion of action 1.
Action 3:
Everyone in the group will have to have a good grasp of CRM before embarking on the project. The concept and applications will have to be understood in order to successfully apply this process to XZY Insurance.
The decision was also made for every member to write a short memo or summary which will include their weekly tasks and any useful information found.
Documentation of this is essential.
All
group to facilitate discussion and information sharing between group members as mass emailing parts of the project often leads to chaos.
Email quota would be exceeded, there would be unnecessary duplication of information,
uncertainty if the files in the email were the latest version, and etc.
Having a common source of files would address this problem. The CL would be responsible for maintaining the files and have a copy offline in case of
emergencies. Finalized documents would be converted to Adobe PDF format while drafts would be posted up for members to comment on and edit. The URL for the
Yahoo Group is:
http://asia.groups.yahoo.com/grou p/iact451/
CL
Yahoo Group
University of Wollongong
IACT 451 IT Project 2005 (Annual) Weekly Minutes
Date: April 5, 2005 Time: 1530 – 1600hrs Facilitator: Md Aidil Osman Type of Meeting: Regular
Ref. No: UOW/2005/IACT451/WM/003
Attendees: Nurhazman Abdul Aziz, Md Aidil Osman, How Whay, Peter Hyland (XYZ Client)
Absentees: Nil Topics:
Location: University of Wollongong Taken By: Nurhazman Abdul Aziz
S/No Minutes’ Details Job
Allocated Dateline Remarks 1. Recapped on the previous meeting,
and brief introduce the
documentation system which have been done on the net thru Yahoo group. Every team members have to be familiarised, tutor also being brief on the updates and progress.
Hazman
2. Client’s detail brief on company operations, daily operation of brokers, communication between brokers and company, thru several means of communication.
3. Client’s desire system to aid their operations. The company and brokers want to cross sell other products, able to compare their products to competitors, for now in the Australian market e.g. GIO, will showcase the XYZ’s policies in a better position to competitor’s
Client &
Aidil (CL)
Desire System
week to talk to their policy analyst to discuss key performance
indicators of the company.
They wish to have they have a balanced approach. They want to use a technology that is mature, have been proven to work and a bit towards the latest technology.
4. The policies received from brokers are reviewed by policy analysts to determine if the company is going to insure the customer. Most are simple procedures done by junior policy analysts but the more complex or larger contracts are reviewed by senior policy analysts.
The company is looking if its possible to automate the acceptance of policies by implementing expert systems.
5. Customers the company currently provide for covers individuals and businesses. They have several large corporations such as
Bluescope. The main market now is Australia where they are the largest insurance provider and they have been in NZ for the past 10 years. They now want to target the South East Asian market.
Peter (Client)
XYZ’s Pool Of Customers
6. We have agreed with the clients to draw out 3 ideal system, based three different approach and budget of the project proposed.
All Proposal of 3
ideal system
Prepared by,
Nurhazman Abdul Aziz Technology Impact Analyst
University of Wollongong
IACT 451 IT Project 2005 (Annual) Weekly Minutes
Date: April 12, 2005 Time: 1530 – 1600 hrs Facilitator: Md Aidil Osman Type of Meeting: Regular
Ref. No: UOW/2005/IACT451/WM/004
Attendees: Nurhazman Abdul Aziz, Md Aidil Osman, How Whay, Peter Hyland (XYZ Client)
Absentees: Nil Topics:
Location: University of Wollongong Taken By: Md Aidil Osman
S/No Minutes’ Details Job
Allocated Dateline Remarks 1. Discussed about the competitors in
the insurance industry for the regions of Australia, New Zealand, and South East Asia.
Identify and discuss the business process that the industry has adopted.
2. A study was conducted on mobile, CRM and real time
communication solutions
Hazman (TIA) 3. Case studies on how the industry
has implemented similar solutions were brought up and studied.
ALL
University of Wollongong
IACT 451 IT Project 2005 (Annual) Weekly Minutes
Date: April 19, 2005 Time: 1530 – 1600 hrs Facilitator: Md Aidil Osman Type of Meeting: Presentation Ref. No: UOW/2005/IACT451/WM/005
Attendees: Nurhazman Abdul Aziz, Md Aidil Osman, How Whay, Peter Hyland (XYZ Client)
Absentees: Nil Topics:
Location: University of Wollongong Taken By: Md Aidil Osman
S/No Minutes’ Details Job
Allocated Dateline Remarks 1. As requested by the client, the
project team presented an initial draft proposal. Topics covered include; business process, front and back end equipment, scenarios, hardware costs, and competitors in South East Asia
ALL
2. Client gave comments on the project progress and requested three types of solutions to be presented at a later date
ALL Proposal of 3
solutions
3. The group allocated the task of creating the three proposals.
Hazman as TIA would propose the high end solution as he has the most technical knowledge.
Aidil would propose a mid level system that would have a balance between technology and cost How Whay would propose the low end proposal.
ALL Allocation of
tasks
University of Wollongong
IACT 451 IT Project 2005 (Annual) Weekly Minutes
Date: May 3, 2005 Time: 1530 – 1600 hrs
Facilitator: Md Aidil Osman Type of Meeting: Presentation Ref. No: UOW/2005/IACT451/WM/006
Attendees: Nurhazman Abdul Aziz, Md Aidil Osman, How Whay, Peter Hyland (XYZ Client)
Absentees: Nil Topics:
Location: University of Wollongong Taken By: Md Aidil Osman
S/No Minutes’ Details Job
Allocated Dateline Remarks 1. Presented the three solutions to the
client 2. Client selected solution 1, high
end, and told us to start working on it.
ALL
3. Break down the task into parts and allocated to project members as per their background
Appendix H – Memo
University of Wollongong
IACT 451 IT Project 2005 (Annual) Memo
Date: 01 April 1, 2005 Time: 1636 Done By: Nurhazman Abdul Aziz Type of Meeting: Ad-hoc Ref. No: UOW/2005/IACT451/MM/001
Topics: Standard in the Paper Filling System
S/No Details Dateline Remarks
1. Please take note that I have upload a filling reference system. Each minutes, memo, proposal that to be file must have a filling system
according below. This will allow smooth documentation through the project phase.
Filling System
S/No Details System Proposed Reference
Number
UOW/2005/IACT451/WM/001 1. Weekly
Minutes
Explanation Company/Year/Project Name/Project File/File Detail
Reference Number
UOW/2005/IACT451/MM/001 2. Memo
Explanation Company/Year/Project Name/Project File/File Detail
Explanation Company/Year/Project Name/Project File/File Detail
University of Wollongong
IACT 451 IT Project 2005 (Annual) Memo
Date: April 05, 2005 Time: 1930hrs
Done By: Md Aidil Osman Type of Meeting: Notes Ref. No: UOW/2005/IACT451/MM/002
Topics: Daily Operation of Broker
S/No Details Dateline Remarks
1. How broker communicate with XYZ. They bring pamphlets or policy papers when they meet the client. They company have its own secure website. They encourage brokers to download these documents and print or show to client via laptop.
Brokers then post the signed policy documents to the company. The documents are sent to the company where data entry staffs enter the details into the computer system. If there are missing data e.g. tax file number missing they call the broker to find the information. The company also accepts emails form brokers who send via attachment policy details but from experience it is not a good system to accept documents. Brokers are intermediate computer users.
The company and brokers want to cross sell other products. If a broker travels to a distant farm to offer insurance policy they could also offer to
The company and brokers want to cross sell other products. If a broker travels to a distant farm to offer insurance policy they could also offer to