Project Management | London Call Centre Relocation

You are employed as a Senior Office Manager in a call centre based in London. The company provides customer care services to a UK fashion retailer. Your company reduces operating costs by having remote call centre agents who are based in the UK and have got access to a network of computers, call centre software, a headset and a reliable Internet connection.

You maintain a team of 10 people, 6 of them are administrative clerks and 4 are senior managers who deal with customer complaints, retention and cancellation.

The Managing Director has announced that the offices will be relocated to the area around Salford, Manchester, in order to reduce costs. He has asked you to lead a small team from the office and involve consultants to plan and execute this move. He wishes to retain the same size administrative team.

In his announcement, he also confirmed the three core targets associated with the move. These include:

Real-time Control System: Creation of several easy-to-read dashboards and quality heat maps which will help agents, supervisors and executives to understand current performance and how it relates to the team and overall goals. Ideally, the new system should be able to provide an aggregated view of real-time and historical data in addition to regular reports. Agent scorecards and recorded calls should also be accessible through the new system for easy drill down within the same tool.

Remote Training: The call centre agents need to be aware of changing industry trends and should be able to adapt according to technological advancements. In a callcentre industry, these upgrades or add-ons happen way too fast. Creating a mechanism to carefully hand-pick strategies to train all the remote call centre agents accordingly, via video, voice or chat modules.

Continuing Profitability: Continuing to grow business income by 10% annually by reducing the physical costs associated with business premises management, improving the IT systems for the business and minimising the human resource costs associated with the move particularly associated with redundancy, recruitment and training by using innovative cloud-based solutions.

Task 1 of 1 – Management Report

Instructions

As a trusted and valued employee, the Managing Director (MD) has asked you to use your academic knowledge and professional skills to carry out a project that will achieve one of the three core targets that were announced.

He has asked you to prepare an initial report which should reassure the senior management team of your capability in dealing with the project and its stakeholders.

Your report must cover the following areas:

Section A

Examine the role of project management in achieving business objectives.

Explain the application of key concepts and principles of project management in different business environments.

Appraise business objectives in order to determine potential projects.

Section B

Examine key leadership and management theories related to project management.

Develop role and responsibilities of the project manager for a project.

Develop a project organogram identifying roles of key project team members.

Determine sources of finance available for a project.

Assess the feasibility of a proposed project.

Prepare a detailed project plan with high-level estimates of time, resources and costs that meet agreed milestones.

Section C

Explain the key contents of a project communication plan.

Evaluate the benefits of a project communication plan to stakeholders of a project.

Analyze the factors that can affect communication during a project’s life span.

Experts Answer on Above Question on Project Management

Role of Project management

The project management role is significant in allowing the London Call Centre to achieve its Manchester relocation, and also accomplishing the cost reduction objective by controlling scope, time, cost, resources and risks. With a proper project management approach like coordinating the Salford relocation, cloud based implementation and remote training, it can be possible to complete the relocation effectively without disrupting customer service.

Key project management concepts

The important concepts of project management to consider are project scope, time, cost, quality, risk, resources and stakeholders. The scope of the given project is to perform the relocation and IT upgrade, cost management in order to reduce premises and HR expenses, risk management for service disruption, resource management for staff and technology, and quality management to maintain customer service standards.

Business objectives and project potential

The main objective is to reduce premises cost while maintaining profitability through a Manchester office relocation and cloud based remote working project. The project will combine office relocation, IT upgrades and remote working improvements to ensure IT efficiency and retaining the existing administrative workforce.

Leadership and management theories

The role of transformational leadership is significant in motivating employees to accept technological and organisational change. Situational leadership would allow the project manager to adapt their management approach as per employee experience and project requirements.

Project manager’s role

The role of project manager is important as it includes planning the relocation, allocating resources, managing consultants, controlling costs, monitoring risks, communicating with stakeholders and ensuring project milestones are positively accomplished.

Project organogram

Managing Director followed by project manager, then respective department leads including IT, HR, Facilities and Finance, and finally the administrative staff along with external consultants.

Sources of finance

The potential sources of finance include company’s retained earnings, bank finance, business loans, leasing arrangement and technology financing. Internal funding would be efficient in avoiding borrowing costs.

Feasibility

The project is highly feasible because relocation from London to Salford can reduce premises cost while cloud based systems can support remote agents. However the main feasibility issues to consider are relocation costs, IT reliability, employee disruption and implementation time.

Project plan

The planning and feasibility would require a timeline of 1 to 4 weeks and Manchester premises would need a 3 week time till 8th week. The IT/ cloud implementation would require a time period of 4 weeks atleast and staff training will be done by the end of week 11. The relocation process would be carried out in week 12 and testing and implementation in with 13 and 14, while the final review is to be carried out in week 15.

Communication plan content

The plan clearly identifies the stakeholders, information needed, communication method, frequency, responsible person and reporting arrangements.

Benefits of communication plan

A proper communication plan is important in ensuring that all stakeholders receive accurate and timely information thereby reducing any chances of misunderstandings, delays and duplicated work.

Factors affecting communication

The main factors responsible for direct impact on the communication process are remote working, geographical separation, technical failures, unclear responsibilities, information overload, staff resistance and differences between stakeholder priorities.

Need Project Management Assignment Help From Experts with References?

The analysis of the role of project manager including leadership, feasibility, budgeting, project planning and communication for a UK Call Centre relocation to Manchester above revealed important findings on how effective project management can support the relocation process smoothly. Get in touch with the professional assignment writing expert for all your assignment writing needs in project management, or explore the expert written answers from London School of Business and Finance before proceeding to order your assignment.