November 21, '05November 28, '05December 5, '05December 12, '05
WTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTF
Indicators
Task Name
Duration
Start
Finish
Predecessors
Resource Names
-Post-Manufacturing Customer Service Planning22 days?Sat 19.11.05Tue 20.12.05
Read the note for an explanation of the purpose of this template0 daysSat 19.11.05Sat 19.11.05
-Define Service Offering Requirements2 days?Mon 21.11.05Tue 22.11.05
Identify legal requirements for product warranty/guarantee0 days?Mon 21.11.05Mon 21.11.051Customer Service Team,Legal
Identify typical product usage scenarios1 day?Mon 21.11.05Mon 21.11.051Customer Service Team
Identify anticipated product problem points1 day?Mon 21.11.05Mon 21.11.051Customer Service Team
Identify customer service contact scenarios 1 day?Mon 21.11.05Mon 21.11.051Customer Service Team
Document results1 day?Tue 22.11.05Tue 22.11.053,4,5,6Customer Service Team
Service Offering Review COMPLETE0 daysTue 22.11.05Tue 22.11.057
-Business Performance Planning2 days?Wed 23.11.05Thu 24.11.05
Determine business objectives of support services0 days?Wed 23.11.05Wed 23.11.058Customer Service Lead,Product Manager
Determine success metrics0 days?Wed 23.11.05Wed 23.11.0510Customer Service Team,Product Manager
Determine cost efficiency standards0 days?Thu 24.11.05Thu 24.11.0511Customer Service Lead,Product Manager
Business Performance Planning COMPLETE0 daysThu 24.11.05Thu 24.11.0512
-Establish Continuous Improvement Processes (CIP)4 days?Thu 24.11.05Tue 29.11.05
Create method for tracking common problems and solutions1 day?Thu 24.11.05Fri 25.11.0513Customer Service Team
Create a method to track support issues versus product aspects 1 day?Fri 25.11.05Mon 28.11.0515Customer Service Team
Create method for distributing common solutions to all support resources1 day?Mon 28.11.05Tue 29.11.0516Customer Service Team
CIP Preparation COMPLETE0 daysTue 29.11.05Tue 29.11.0517
-Internal Support Service Planning (if support will be provided by manufacturer)10 days?Thu 24.11.05Wed 07.12.05
-Resources Requirements4 days?Tue 29.11.05Fri 02.12.05
Estimate demand for customer support1 day?Tue 29.11.05Wed 30.11.0518Customer Service Lead
Estimate resource requirements1 day?Wed 30.11.05Thu 01.12.0521Customer Service Lead
Estimate effort to hire new resources1 day?Thu 01.12.05Fri 02.12.0522Customer Service Lead
Resource Planning COMPLETE0 daysFri 02.12.05Fri 02.12.0523
Service Delivery Planning COMPLETE0 daysFri 02.12.05Fri 02.12.0524
-Design Support Services 4 days?Fri 02.12.05Wed 07.12.05
-If Warranty Service4 days?Fri 02.12.05Wed 07.12.05
Design return/repair policy and procedures (based on service objectives)1 day?Fri 02.12.05Mon 05.12.0525Customer Service Team
Design customer warranty materials1 day?Mon 05.12.05Tue 06.12.0528Product Manager
Define and develop a training program for warranty personnel1 day?Tue 06.12.05Wed 07.12.0529Content Developer
-If Help Desk Service3 days?Fri 02.12.05Tue 06.12.05
Determine required skill sets for various support options1 day?Fri 02.12.05Mon 05.12.0525Customer Service Team
Define and develop training program for help desk1 day?Mon 05.12.05Tue 06.12.0532Content Developer
Design of Support Services COMPLETE0 daysWed 07.12.05Wed 07.12.0530,33
Support Service Planning and Design COMPLETE0 daysWed 07.12.05Wed 07.12.0534
-Internal Support Service Program Development5 days?Thu 24.11.05Wed 30.11.05
Build customer service programs1 day?Thu 24.11.05Fri 25.11.0513Customer Service Team
Perform subject matter expert review 1 day?Fri 25.11.05Mon 28.11.0537Customer Service Team
Perform user acceptance testing with customers0 days?Mon 28.11.05Mon 28.11.0538Customer Service Team,Product Manager
Revise programs and related processes 1 day?Tue 29.11.05Tue 29.11.0539Customer Service Team
Acquire executive sign-off0 days?Wed 30.11.05Wed 30.11.0540Customer Service Lead,Product Manager
Internal Customer Service Program Development COMPLETE0 daysWed 30.11.05Wed 30.11.0541
-Service Planning (if support will be provided by retailer)2 days?Wed 07.12.05Thu 08.12.05
Negotiate support program with retailer1 day?Wed 07.12.05Thu 08.12.0535Product Manager,Legal
-Service Planning (if support will be provided by a third-party service company)2 days?Wed 07.12.05Thu 08.12.05
Negotiate support program with third-party service company1 day?Wed 07.12.05Thu 08.12.0535Product Manager,Legal
-Post Launch 9 days?Thu 08.12.05Tue 20.12.05
-Program Deployment5 days?Thu 08.12.05Wed 14.12.05
Deploy new customer service programs1 day?Thu 08.12.05Fri 09.12.0542,44,46Customer Service Lead
-Resource Readiness4 days?Fri 09.12.05Wed 14.12.05
Hire new resources 1 day?Fri 09.12.05Mon 12.12.0549Customer Service Lead
Train new resources1 day?Mon 12.12.05Tue 13.12.0551Trainer
Certify new resources1 day?Tue 13.12.05Wed 14.12.0552Customer Service Lead
Resource Readiness Training COMPLETE0 daysWed 14.12.05Wed 14.12.0553
Program Deployment COMPLETE0 daysWed 14.12.05Wed 14.12.0554
-Monitoring 5 days?Wed 14.12.05Tue 20.12.05
Monitor customer support issues - look for common problems1 day?Wed 14.12.05Thu 15.12.0555Customer Service Team
Aggregate best practices (solutions) - distribute to support services1 day?Thu 15.12.05Fri 16.12.0557Customer Service Team
Review support data, determine which product aspects cause the most support incidents0 days?Fri 16.12.05Fri 16.12.0558Customer Service Team,Product Manager
Review resource performance, determine which resources are the most effective1 day?Mon 19.12.05Mon 19.12.0559Customer Service Team
Revise training materials based on data collected from customer service program1 day?Tue 20.12.05Tue 20.12.0560Content Developer
Post Launch Activities COMPLETE0 daysTue 20.12.05Tue 20.12.0561
Customer Service Program Development COMPLETE0 daysTue 20.12.05Tue 20.12.0562
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