Nov 14, '05Nov 21, '05Nov 28, '05Dec 5, '05Dec 12, '05Dec 19, '05Dec 26, '05Jan 2, '06Jan 9, '06
SMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSS
Indicators
Name
Duration
Start
Finish
Predecessors
Resource Names
-Post-Manufacturing Customer Service Planning22 days?11/19/200512/20/2005
Read the note for an explanation of the purpose of this template0 days11/19/200511/19/2005
-Define Service Offering Requirements2 days?11/21/200511/22/2005
Identify legal requirements for product warranty/guarantee0 days?11/21/200511/21/20051Customer Service Team,Legal
Identify typical product usage scenarios1 day?11/21/200511/21/20051Customer Service Team
Identify anticipated product problem points1 day?11/21/200511/21/20051Customer Service Team
Identify customer service contact scenarios 1 day?11/21/200511/21/20051Customer Service Team
Document results1 day?11/22/200511/22/20053,4,5,6Customer Service Team
Service Offering Review COMPLETE0 days11/22/200511/22/20057
-Business Performance Planning2 days?11/23/200511/24/2005
Determine business objectives of support services0 days?11/23/200511/23/20058Customer Service Lead,Product Manager
Determine success metrics0 days?11/23/200511/23/200510Customer Service Team,Product Manager
Determine cost efficiency standards0 days?11/24/200511/24/200511Customer Service Lead,Product Manager
Business Performance Planning COMPLETE0 days11/24/200511/24/200512
-Establish Continuous Improvement Processes (CIP)4 days?11/24/200511/29/2005
Create method for tracking common problems and solutions1 day?11/24/200511/25/200513Customer Service Team
Create a method to track support issues versus product aspects 1 day?11/25/200511/28/200515Customer Service Team
Create method for distributing common solutions to all support resources1 day?11/28/200511/29/200516Customer Service Team
CIP Preparation COMPLETE0 days11/29/200511/29/200517
-Internal Support Service Planning (if support will be provided by manufacturer)10 days?11/24/200512/7/2005
-Resources Requirements4 days?11/29/200512/2/2005
Estimate demand for customer support1 day?11/29/200511/30/200518Customer Service Lead
Estimate resource requirements1 day?11/30/200512/1/200521Customer Service Lead
Estimate effort to hire new resources1 day?12/1/200512/2/200522Customer Service Lead
Resource Planning COMPLETE0 days12/2/200512/2/200523
Service Delivery Planning COMPLETE0 days12/2/200512/2/200524
-Design Support Services 4 days?12/2/200512/7/2005
-If Warranty Service4 days?12/2/200512/7/2005
Design return/repair policy and procedures (based on service objectives)1 day?12/2/200512/5/200525Customer Service Team
Design customer warranty materials1 day?12/5/200512/6/200528Product Manager
Define and develop a training program for warranty personnel1 day?12/6/200512/7/200529Content Developer
-If Help Desk Service3 days?12/2/200512/6/2005
Determine required skill sets for various support options1 day?12/2/200512/5/200525Customer Service Team
Define and develop training program for help desk1 day?12/5/200512/6/200532Content Developer
Design of Support Services COMPLETE0 days12/7/200512/7/200530,33
Support Service Planning and Design COMPLETE0 days12/7/200512/7/200534
-Internal Support Service Program Development5 days?11/24/200511/30/2005
Build customer service programs1 day?11/24/200511/25/200513Customer Service Team
Perform subject matter expert review 1 day?11/25/200511/28/200537Customer Service Team
Perform user acceptance testing with customers0 days?11/28/200511/28/200538Customer Service Team,Product Manager
Revise programs and related processes 1 day?11/29/200511/29/200539Customer Service Team
Acquire executive sign-off0 days?11/30/200511/30/200540Customer Service Lead,Product Manager
Internal Customer Service Program Development COMPLETE0 days11/30/200511/30/200541
-Service Planning (if support will be provided by retailer)2 days?12/7/200512/8/2005
Negotiate support program with retailer1 day?12/7/200512/8/200535Product Manager,Legal
-Service Planning (if support will be provided by a third-party service company)2 days?12/7/200512/8/2005
Negotiate support program with third-party service company1 day?12/7/200512/8/200535Product Manager,Legal
-Post Launch 9 days?12/8/200512/20/2005
-Program Deployment5 days?12/8/200512/14/2005
Deploy new customer service programs1 day?12/8/200512/9/200542,44,46Customer Service Lead
-Resource Readiness4 days?12/9/200512/14/2005
Hire new resources 1 day?12/9/200512/12/200549Customer Service Lead
Train new resources1 day?12/12/200512/13/200551Trainer
Certify new resources1 day?12/13/200512/14/200552Customer Service Lead
Resource Readiness Training COMPLETE0 days12/14/200512/14/200553
Program Deployment COMPLETE0 days12/14/200512/14/200554
-Monitoring 5 days?12/14/200512/20/2005
Monitor customer support issues - look for common problems1 day?12/14/200512/15/200555Customer Service Team
Aggregate best practices (solutions) - distribute to support services1 day?12/15/200512/16/200557Customer Service Team
Review support data, determine which product aspects cause the most support incidents0 days?12/16/200512/16/200558Customer Service Team,Product Manager
Review resource performance, determine which resources are the most effective1 day?12/19/200512/19/200559Customer Service Team
Revise training materials based on data collected from customer service program1 day?12/20/200512/20/200560Content Developer
Post Launch Activities COMPLETE0 days12/20/200512/20/200561
Customer Service Program Development COMPLETE0 days12/20/200512/20/200562
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Ready













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