Jan 1, '07Jan 8, '07Jan 15, '07Jan 22, '07Jan 29, '07Feb 5, '07Feb 12, '07Feb 19, '07
TWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMT
Indicators
Name
Duration
Start
Finish
Predecessors
Resource Names
-Customer Feedback Monitoring19 days?1/1/20071/25/2007
Read the note for an explanation of the purpose of this template1 day?1/1/20071/1/2007
-Develop Customer Feedback Collection Processes5 days?1/2/20071/8/2007
-Define sources of customer feedback1 day?1/2/20071/2/2007
Identify sources of voluntary customer feedback1 day?1/2/20071/2/20071Product Manager,Data Analyst
Identify sources for solicited customer feedback1 day?1/2/20071/2/20071Product Manager,Data Analyst
Determine internal and competitive sources of customer feedback1 day?1/2/20071/2/20071Product Manager,Data Analyst
Determine Data Collection Methods1 day?1/3/20071/3/20074,5,6Data Analyst
-Determine Data Analysis Methods3 days?1/4/20071/8/2007Data Analyst
Determine appropriate data analysis method1 day?1/4/20071/4/20077
Develop a plan and a schedule for performing analysis1 day?1/5/20071/5/20079
Incorporate the developed analysis schedule into this schedule1 day?1/8/20071/8/200710
Design of Feedback Collection and Analysis Process COMPLETE0 days1/8/20071/8/200711
-Design Customer Issue Response Process5 days?1/2/20071/8/2007
Design method for following up with customer issues1 day?1/2/20071/2/20071Customer Service Manager
Identify resources responsible for working with unsatisfied customers1 day?1/3/20071/3/200714Customer Service Manager
Define issue resolution process1 day?1/4/20071/4/200715Customer Service Manager
Designate resource as being accountable for resolving customer issues1 day?1/5/20071/5/200716Customer Service Manager
Define customer follow-up process1 day?1/8/20071/8/200717Customer Service Manager
Design of Customer Issue Response Process COMPLETE0 days1/8/20071/8/200718
-Design Customer Feedback Monitoring Process8 days?1/2/20071/11/2007
Obtain objectives for customer satisfaction1 day?1/2/20071/2/20071Product Manager
Obtain sales objectives for the product 1 day?1/2/20071/2/20071Product Manager
Research alternatives to measure customer satisfaction and sales goals1 day?1/3/20071/3/200721,22Product Manager,Data Analyst
Perform financial analysis for each alternative1 day?1/4/20071/4/200723Product Manager
Draft overall budget1 day?1/5/20071/5/200724
Present recommendation to executives1 day?1/8/20071/8/200725Product Manager
Develop feedback collection programs and vehicles 1 day?1/9/20071/9/200726Data Analyst
Create internal communication plan(s) for feedback results1 day?1/10/20071/10/200727Product Manager
Acquire executive sign-off on plan and budget1 day?1/11/20071/11/200728
Design of Customer Feedback Program COMPLETE 0 days1/11/20071/11/200729
-Deploy Feedback Program 3 days?1/12/20071/16/2007
Implement data collection methods for all sources of feedback1 day?1/12/20071/12/200712,19,30Customer Service Manager
Implement customer response process1 day?1/15/20071/15/200732Customer Service Manager
Implement monitoring processes1 day?1/16/20071/16/200733Customer Service Manager
Deployment COMPLETE0 days1/16/20071/16/200734
-Monitor Customer Feedback7 days?1/17/20071/25/2007
Collect data from all sources0 days?1/17/20071/17/200735Data Analyst,Customer Representative
Monitor support capacity1 day?1/17/20071/17/200735Customer Service Manager
Analyze customer feedback: Look for patterns and problem areas1 day?1/18/20071/18/200737,38Product Manager,Data Analyst
Measure customer satisfaction levels over the course of the program 1 day?1/19/20071/19/200739Product Manager,Data Analyst
Review customer follow-ups: Measure success and customer response1 day?1/22/20071/22/200740Product Manager,Data Analyst
Review resolutions of customer issues1 day?1/23/20071/23/200741Product Manager,Customer Service Manager
Deliver feedback to product team1 day?1/24/20071/24/200742Product Manager
Establish continuous improvement cycle for program1 day?1/25/20071/25/200743Product Manager,Customer Service Manager
Customer Feedback Monitoring Program COMPLETE0 days1/25/20071/25/200742,44
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