Jan 1, '07Jan 8, '07Jan 15, '07Jan 22, '07Jan 29, '07Feb 5, '07Feb 12, '07Feb 19, '07Feb 26, '07Mar 5, '07Mar 12, '07Mar 19, '07Mar 26, '07Apr 2, '07
TWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSS
Indicators
Name
Duration
Start
Finish
Predecessors
Resource Names
-Customer Service Ramp Up69 days?1/1/20074/5/2007
Read the note for an explanation of the purpose of the template0 days1/1/20071/1/2007
-Initial Assessment5 days?1/1/20071/5/2007
-Perform Product Review5 days?1/1/20071/5/2007
Identify typical product usage scenarios1 day?1/1/20071/1/20071Customer Service Team
Identify typical customer types1 day?1/2/20071/2/20074Customer Service Team
Identify anticipated product problem points1 day?1/3/20071/3/20075Customer Service Team
Determine solutions for product points 1 day?1/4/20071/4/20076Customer Service Team
Document product review results1 day?1/5/20071/5/20077Customer Service Team
Product Review COMPLETE0 days1/5/20071/5/20078
-Service Planning5 days?1/8/20071/12/2007
-Design Support Services 4 days?1/8/20071/11/2007
-Design Customer Service Contact Scenarios 1 day?1/8/20071/8/2007
Online support1 day?1/8/20071/8/20079Customer Service Team
Phone support1 day?1/8/20071/8/20079Customer Service Team
On-site support1 day?1/8/20071/8/20079Customer Service Team
Design of customer service contact scenarios COMPLETE0 days1/8/20071/8/200713,14,15
-Develop Levels of Customer Service (Free and Paid)3 days?1/9/20071/11/2007
Identify types of problems to be solved 1 day?1/9/20071/9/200716Customer Service Team
Identify service delivery options1 day?1/10/20071/10/200718Customer Service Team
Determine required skill sets for various support options1 day?1/11/20071/11/200719Customer Service Team
Customer Service Level Design COMPLETE0 days1/11/20071/11/200720
Design of Support Services COMPLETE0 days1/11/20071/11/200721
Service Planning & Design COMPLETE1 day?1/12/20071/12/200722
-Service Delivery Infrastructure Planning35 days?1/8/20072/23/2007
-Resources Requirements3 days?1/15/20071/17/2007
Estimate demand for customer support (all options)1 day?1/15/20071/15/200723Customer Service Lead
Estimate resource requirements1 day?1/16/20071/16/200726Customer Service Lead
Estimate effort to hire new resources1 day?1/17/20071/17/200727Customer Service Lead
Resource Planning COMPLETE0 days1/17/20071/17/200728
-Training & Readiness35 days?1/8/20072/23/2007
-Training Needs Assessment10 days?1/8/20071/19/2007
Review output of product review phase1 day?1/8/20071/8/20079Content Developer
Review anticipated skill sets of support resources1 day?1/18/20071/18/200729Content Developer
Determine product-specific training needs0 days?1/19/20071/19/200732,33Customer Service Lead,Content Developer
Training Needs Assessment COMPLETE0 days1/19/20071/19/200734
-Training Planning26 days?1/19/20072/23/2007
-Content Development Planning9 days?1/19/20071/31/2007
Determine methods for delivering training 1 day?1/19/20071/22/200735Content Developer
Determine form factor for training content 1 day?1/22/20071/23/200738Content Developer
Identify internal resources that can review training materials 1 day?1/23/20071/24/200739Customer Service Lead
Determine training course topics1 day?1/24/20071/25/200740Content Developer
Determine number of training courses1 day?1/25/20071/26/200741Content Developer
Design student materials 1 day?1/26/20071/29/200742Content Developer
Draft description of training program/courses1 day?1/29/20071/30/200743Content Developer
Draft content development budget 1 day?1/30/20071/31/200744Content Developer
Content Development Planning COMPLETE0 days1/31/20071/31/200745
-Training Delivery Planning15 days?1/31/20072/20/2007
-Assess Trainer Needs & Options9 days?1/31/20072/12/2007
Identify internal resources that can serve as potential trainers 1 day?1/31/20072/1/200746Customer Service Lead
Determine whether additional trainers will be needed 1 day?2/1/20072/2/200749Customer Service Lead
-Review Outsourcing Options - Training Delivery7 days?2/2/20072/12/2007
Review expertise of potential vendors1 day?2/2/20072/5/200750Customer Service Lead
Review cost1 day?2/5/20072/6/200752Customer Service Lead
Review service levels1 day?2/6/20072/7/200753Customer Service Lead
Review customer references1 day?2/7/20072/8/200754Customer Service Lead
Determine time required to ready external trainers 1 day?2/8/20072/9/200755Customer Service Lead
Make outsourcing decision 1 day?2/9/20072/12/200756Customer Service Lead
Outsourcing Review COMPLETE0 days2/12/20072/12/200757
Trainer Needs Assessment COMPLETE0 days2/12/20072/12/200758
-Training Delivery Logistics6 days?2/12/20072/19/2007
Create training delivery schedule 1 day?2/12/20072/13/200759Customer Service Lead
Determine training delivery locations1 day?2/13/20072/14/200761Customer Service Lead
Review outsourcing options - event logistics1 day?2/14/20072/15/200762Customer Service Lead
Develop training delivery budget 1 day?2/15/20072/16/200763Customer Service Lead
Training Delivery Logistics COMPLETE1 day?2/16/20072/19/200764
Create training plan with outputs of Content Development & Training Delivery Phases 1 day?2/19/20072/20/200765Customer Service Lead
Training Delivery Planning Complete0 days2/20/20072/20/200766
-Finalize Training Planning4 days?2/20/20072/23/2007
Draft Overall Budget1 day?2/20/20072/21/200767Customer Service Lead
Acquire executive sign-off on budget1 day?2/21/20072/22/200769Customer Service Lead
Acquire executive sign-off on training plans 1 day?2/22/20072/23/200770Customer Service Lead
Training Planning COMPLETE0 days2/23/20072/23/200771
-Technology Infrastructure2 days?1/15/20071/16/2007
Build technology infrastructure plan (separate project plan required)1 day?1/15/20071/15/200723Technology Lead
Determine technology budget1 day?1/16/20071/16/200774Technology Lead
Technology infrastructure planning COMPLETE0 days1/16/20071/16/200775
Service Delivery Planning COMPLETE0 days1/16/20071/16/200776
-Business Performance Planning3 days?1/12/20071/16/2007
Determine business objectives of support services1 day?1/12/20071/12/200722Customer Service Lead
Determine success metrics1 day?1/15/20071/15/200779Customer Service Team
Determine cost efficiency standards1 day?1/16/20071/16/200780Customer Service Team
Business Performance Planning COMPLETE0 days1/16/20071/16/200781
-Build Customer Service Program 44 days?1/17/20073/19/2007
-Training/Readiness Development17 days?2/23/20073/19/2007
-Training Content Development10 days?2/23/20073/8/2007
Assemble content development team1 day?2/23/20072/26/200772Customer Service Lead
Define roles and responsibilities1 day?2/26/20072/27/200786Customer Service Lead
Create content development schedule1 day?2/27/20072/28/200787Customer Service Lead
-Build Training Content7 days?2/28/20073/8/2007
Review existing intellectual property 1 day?2/28/20073/1/200788Content Developer
Develop beta content1 day?3/1/20073/2/200790Content Developer
Perform SME review of training content1 day?3/2/20073/5/200791Content Developer
Revise and update content1 day?3/5/20073/6/200792Content Developer
Create "cheat sheets" and additional learning resources for customer support1 day?3/6/20073/7/200793Content Developer
Acquire final content approval1 day?3/7/20073/8/200794Customer Service Lead
Content Development COMPLETE0 days3/8/20073/8/200795
-Develop Training Delivery Engine8 days?3/8/20073/19/2007
Create additional "train the trainer" learning materials 1 day?3/8/20073/9/200796Content Developer
Create proficiency exams1 day?3/9/20073/12/200798Content Developer
Train additional trainers 1 day?3/12/20073/13/200799Trainer
Prepare training venues1 day?3/13/20073/14/2007100Logistics
Create communications plan 1 day?3/14/20073/15/2007101Customer Service Lead
Provide new hires with information on training program 1 day?3/15/20073/16/2007102Customer Service Lead
Send out communication to existing support resources regarding new training plan1 day?3/16/20073/19/2007103Customer Service Lead
Training Delivery Engine Development COMPLETE0 days3/19/20073/19/2007104
Training/Readiness Development COMPLETE0 days3/19/20073/19/2007105
-Build Technology Infrastructure2 days?1/17/20071/18/2007
Design and develop technology solution (separate schedule required)1 day?1/17/20071/17/200776Technology Lead
Test technology infrastructure1 day?1/18/20071/18/2007108Customer Service Team,Technology Lead,Content Developer
Technology Infrastructure Development COMPLETE0 days1/18/20071/18/2007109
-Customer Service Program Development5 days?1/17/20071/23/2007
Build customer service programs1 day?1/17/20071/17/200782Customer Service Team
Perform subject matter expert review 1 day?1/18/20071/18/2007112Customer Service Team
Perform user acceptance testing with customers1 day?1/19/20071/19/2007113Customer Service Team
Revise programs and related processes 1 day?1/22/20071/22/2007114Customer Service Team
Acquire executive sign-off1 day?1/23/20071/23/2007115Customer Service Lead
Customer Service Program Development COMPLETE0 days1/23/20071/23/2007116
-Program Deployment46 days?1/19/20073/23/2007
-Resource Readiness4 days?3/19/20073/22/2007
Hire new resources 1 day?3/19/20073/20/200795,105Customer Service Lead
Train new resources1 day?3/20/20073/21/2007120Trainer
Certify new resources1 day?3/21/20073/22/2007121Customer Service Lead
Resource Readiness Training COMPLETE0 days3/22/20073/22/2007122
Deploy technology infrastructure1 day?1/19/20071/19/2007109Technology Lead
Deploy new customer service programs1 day?3/22/20073/23/2007122,124Customer Service Lead
Program Deployment COMPLETE0 days3/23/20073/23/2007125
-Post Launch 10 days?3/23/20074/5/2007
-Engage in Post Launch Preparation Activities5 days?3/23/20073/29/2007
Determine success metrics1 day?3/23/20073/26/2007126Customer Service Team
Create method for tracking common problems and solutions1 day?3/26/20073/27/2007129Customer Service Team
Create method to track support issues vs. product aspects 1 day?3/27/20073/28/2007130Customer Service Team
Create method for distributing common solutions to all support resources1 day?3/28/20073/29/2007131Customer Service Team
Post Launch Preparation COMPLETE0 days3/29/20073/29/2007132
-Monitoring 6 days?3/29/20074/5/2007
Monitor customer support issues - look for common problems1 day?3/29/20073/30/2007133Customer Service Team
Aggregate best practices (solutions) - distribute to support services1 day?3/30/20074/2/2007135Customer Service Team
Review support data, determine which product aspects cause the most support incidents1 day?4/2/20074/3/2007136Customer Service Team
Review resource performance, determine which ones are the most effective1 day?4/3/20074/4/2007137Customer Service Team
Revise training materials based on data collected from customer service program1 day?4/4/20074/5/2007138Content Developer
Post Launch Activities COMPLETE0 days4/5/20074/5/2007139
Customer Service Program Development COMPLETE0 days4/5/20074/5/2007140
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