Project Name – Installing RFID system to improve Customer Experience
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Executive Sponsor – Director (Operations), Director (Finance)
Department Sponsor – Department Head
Impact of the Project – With a RFID-based check-out, the customers will be waiting for a substantially less time than what it is now. This will improve the customers’ in-store experience and overall satisfaction. Additionally, the project will help reduce the personnel cost of the store by saving and reallocating a number of man-hours.
Project Team
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Stakeholders
Customers
Staffs
RFID hardware and software supplier(s)
Consultants/ Training agencies
Top management or project sponsors
Project Scope Statement
- Project Purpose/ Business Justification – With the increased demand level of the store, it is now very difficult to facilitate the manual check-out process. With the existing process, the customers need to wait very long leading to utter dissatisfaction. This may, in future, translate to rejection by the customers. Additionally, the cost of man-hour in the store is also very high due to the process. The project proposes to reduce the cost and improve customer experience by the use of RFID technology
- Objectives – Reduce cost by $1 million annually and increasing the demand and customer satisfaction by 20% due to this effect (i.e. in addition to the normal growth rate)
- Significant Deliverables – Improved Customer Satisfaction/ Experience, Boosting Employee Morale
- Scope – The project will address
- Installation of RFID hardware devices and software architecture
- training all the employees to use the new system effectively
- The project does not include
- Inventory management through RFID
- Data management and analytics
- Significant Milestones –
- Selection of vendors, suppliers, and consultant partners (Start – 12-Sep-17; End – 5-Oct-17)
- Procurement of hardware and software (Start – 5-Oct-17; End – 25-Nov-17)
- Fabrication/ installation of devices (Start – 25-Nov-17; End – 31-Jan-18)
- Training to all the employees (Start – 1-Feb-18; End – 28-Feb-18)
- Test run to identify difficulties and gaps (Start – 1-Mar-18; End – 31-Mar-18)
- Closure of the gaps (Start – 1-Apr-18; End – 30-Apr-18)
- Final implementation (latest by 15-Apr-18)
- Major Risks
Risks |
Risk rating |
Rejection by the employee in fear of job loss |
High |
Improper functioning and customer dissatisfaction |
High |
Catastrophic failures and cessation of entire system |
Medium |
The present layout may not support the new system |
Medium |
Wandering bottlenecks |
High |
- Constraints
- Team members’ inexperience in the field of IT project implementation
- The overall budget for the project
- External Dependency – The success of the project is highly dependent on the following external stakeholder’s performance, intent, and prudence
- Vendor for hardware systems
- Vendor for software systems
- Trainer/ consultant/ implementation partner
Communication Strategy
- Subscription-based project management platform which ensures seamless communication among the members
- Weekly communication with the department sponsor regarding the project schedule and cost variances
- Monthly meeting with the executive sponsors
Sign Off
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