Customer Support, Inc. Case Study
Customer Support, Inc. (CSUP) is a large corporation with international clients that provides customer support related to their bank, credit card, or other financial accounts of their clients. It has over 5,000 full-time employees across the United States.
Its HR department recently completed a skills gap analysis for its workforce using resumes, employee feedback, managerial feedback, industry data, and analysis of internal data related to task completion. It identified skills gaps related to Microsoft Word, Microsoft Excel, Microsoft Outlook, and its new CRM software that needed to be improved across the organization. HR also projects a 10-15% productivity improvement across its workforce by providing these skills across its workforce.
The IT department has been assigned with the project of providing access to a third-party vendor’s training materials to all of its employees. The courses taken should be tracked within each employee’s HR information which uses a separate HR software package. Lastly, each employee will have a set of courses linked to their annual performance assessment which is tracked using a same HR software. Employees will only get their full bonus if they complete the courses their managers assign to them and link to their performance assessment.
You can assume that the project will take 5 months with an initial cost estimate of $150,000.
Work Breakdown Structure (WBS)
1. Project management
2. Requirements definition
3. Vendor and course identification
3.1 Identification of courses needed based on skills gap analysis
3.2 Identification of potential vendors
3.3 Creation of vendor evaluation process and metrics
3.4 Evaluation of vendors including integration requirements
3.5 Negotiation with selected vendors
3.6 Finalization of course and vendor selection
4. HR Software integration
4.1 Identification of integration information vendors need
4.2 Integration of course assignments into employees profile
4.3 Integration of course tracking into employee profile
4.4 Integration of annual review with course assignments and course tracking
4.5 Integration of course assignment and tracking views for employees and managers
4.6 Integration of reports for managers on courses assigned, courses taken, and courses assigned that haven’t been taken
5. Testing
6. Training, rollout, and support
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