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CRM Initiatives by Pashendale Holdings Case Study

Question

Task: You are required to read the following case study and prepare a Statement of Work (SOW) based on the information contained in the case study - Pashendale Holdings Ltd (PHL)

Assessment Description – Case Study
You are required to read the following case study and prepare a Statement of Work (SOW) based on the information contained in the case study.

PHL is an Australian construction company with a strategic plan to enhance marketing and customer service. This involves a multi-tiered approach to winning new clients and capturing additional market share. To help achieve this strategic objective, Virna Pashendale, the Chief Executive Officer of PHL, has approved the Website Redevelopment Project. The project is an update of the current PHL website: www.pashendale.weebly.com

The purpose of the Website Redevelopment Project is to build a new website rich in content including new building developments, client testimonials, recent company news, an affiliate network platform, and other industry information, but with a simplified and user-friendly interface for clients. The website must help PHL work more closely with clients to develop tailored construction solutions. The website must also facilitate the delivery of more timely feedback to prospective clients and generally improve customer interaction with the company.

As PHL has no internal IT department, the design, testing, implementation, and training for the new website must be outsourced. The scope of work for the project, therefore, includes all planning, execution, implementation, and training for the new website but does not include any work on PHL’s internal intranet site. For this reason, the website design contractor ultimately chosen by PHL to perform the work must ensure it has adequate resources for designing, building, testing, and implementing the new website and is properly staffed for the training of PHL personnel as well.

For each phase of the project, there are a range of specific tasks that the website design contractor must perform. For the planning phase, the contractor must create and present to PHL a detailed project plan including schedule, work breakdown structure, testing plan, implementation plan, training plan, and transition plan. The contractor is required to present this project plan to PHL for review and approval.

For the definition and design phase of the project, the contractor must initially work with PHL to gather requirements and establish metrics, create a website design based on collected requirements, and develop a website design proposal for PHL review and approval.

The contractor must then complete all coding for the approved website design, provide PHL with a detailed testing plan, include all content provided by PHL on the redesigned web site, conduct testing in both the contractor’s iLab as well as in a limited beta release, resolve any coding and site issues identified in testing, and compile a testing report to present to PHL for review and approval. During the definition and design phase, the contractor is required to provide PHL with a written status update in weekly meetings to be held between the contractor and PHL.

For the implementation phase, the contractor must first implement the newly redesigned web site on PHL servers then begin providing 24x7 website support from this point forward until the end of the project. The contractor must then provide training in accordance with the approved training plan. As with the definition and design phase, the contractor is required to provide PHL with a written status update in weekly meetings to be held between the contractor and PHL during the implementation phase.

For the conversion phase of the project, the contractor will provide PHL with all documentation in accordance with the approved project plan and present a project closure report to PHL for review and approval. The contractor must then complete the project requirements checklist showing that all project tasks have been completed. At this point, the contractor will conclude 24x7 web support at 11:59 pm on the final day of the project. The contractor is required to provide PHL with a written status update in weekly meetings to be held between the contractor and PHL during the conversion phase.

The first milestone for the project is the release of the Statement of Work on 6 September 2019 followed by a website design contractor selection review process that should last no more than three weeks with a contractor being selected for the project by 27 September 2019. The project is to begin a week later. The website design review is to be finalised three weeks after project commencement and the website implementation review is to be finalised six weeks after project commencement. Implementation must then be completed by 6 December 2019 with the training of PHL personnel to be completed a week later. The project completion review must be performed a week before Christmas Day and the project formally closed on Christmas Eve.

The cost structure for the project is on a fixed fee basis. Initial estimates for the cost of each phase of the project are planning - $30,000, definition and design - $145,000, implementation - $60,000, and conversion - $30,000.

PHL’s Chief Marketing Officer (CMO), Sennveasna Naveen, will be responsible for the acceptance of all deliverables from the website design contractor. The CMO and her team of three advisors must ensure each project task has been properly completed. At the conclusion of each project phase, the contractor must provide the CMO with a report for her review and approval. The CMO will either sign off on the project phase completion and grant approval for the next project phase to commence or advise the contractor in writing of the project tasks that remain outstanding.

At the completion of the project, the website design contractor must provide the CMO with a project Assessment Information closure report and project tasks checklist. The CMO will either sign off on the project closure report or advise the contractor in writing of the project tasks that remain outstanding. If the CMO does sign off on the project closure report, this will represent acknowledgment by PHL that all project deliverables have been accepted and the contractor has met all assigned tasks.

Should a disagreement arise between the website design contractor and PHL over the completion of project tasks or a project phase, the matter will be referred to the contracting officers of both organisations for review and discussion.

Answer

Introduction
The study Statement of Work within the strategic project management will be emphasized upon this assignment with reference to the Pashendale Holdings case study. The statement of work refers to the formal document which helps in providing a clear presentation of the entire scope of work that will be carried out by the vendor and providing clarifications of the actions that will be implemented within the project planning for its successful completion (Harrison and Lock, 2017). Therefore, the current case study on Pashendale Holdings Ltd (PHL), which is an Australian construction company and the initiatives taken by them for improving their relationship with the customers.

Project scope: The scope of the project initiated is found to be approaching as this involves the website redevelopment project. The improving of the functioning of the new website by the company will enable the users for attracting clients as well as increasing their client base for working prosperously in the future (Haultain-Gall, 2017). Further the scope of the new project will be advantageous for revising and enriching the information that are available to the client base of the company as well as availing feedback from them. The obtaining of feedback from the clients will help the organization for identifying the areas where the company is lagging back and taking actions accordingly for improving the strategies used within their business.

Statement of work requirements
The statement of work requirements determines that the Pashendale Holdings Ltd (PHL) construction company came up with a strategic plan, which was a multi-tier approach for increasing their current customer base (Howard, 2016). The strategic planning involves a multi tier approach of the Website Redevelopment Project and was found to be approved by the Chief Executive officer of the PHL Company. Therefore, the purpose of the requirement of the work was found to be focusing for enriching the contents of the websites and including the client testimonials, an affiliate network platform, development of the new buildings by the construction company. Followed by, the company also aimed in providing the current news about them, their collaborative projects with other companies and a user-friendly platform for communication with their clients (Winter, 2018). The identification of the requirements for initiating and proceeding with this current project however faced several difficulties and challenges as the company did not have any internal IT department, which would be used for providing the data about their capabilities for functioning in the business environment. Thereby, the lack of proper and skilled employees increased their problem as for redesigning of the website proper designing of the outlook was required. Along with the requirements was required to include the testing, implementation and the training to be provided for outsourcing the new website for enhancing their current working and obtaining feedback from their client in a much easier manner. The lack of assets encouraged the Pashendale Holdings Ltd (PHL) for appointing a design contractor for carrying out all the activities of the redesigning process of the website and performing the other processes at the same time (Brodie, 2015). This was one of the initiative taken by the company, as the website design contractor will be able to reorganize all the current assets of the company that will be required for accomplishing this current project.

The presence of the contractor will further considered to be beneficial for the company for keeping track of the progress made during each of the stages and the outcomes obtained from conducting of all the activities initiated at that stage. The requirements will further consists of understanding the project life cycle and project phases that are carried out while managing the project undertaken by the construction company Pashendale Holdings Ltd (Wouters et al. 2018). Therefore, it can be said that the Pashendale Holdings case study provided helps in providing clear understanding about how the company implemented the tasks present within the project lifecycle and the outcomes obtained from them in more elaborate manner while writing the formal document or Statement Of Work for availing the information during future work. Thus, it is a vital aspect for recognizing the work requirements during the project planning initiated by the construction company for improving the working environment and ensuring the safety and security to all the parties such as the users of the company and its clients who are using the website for conveying important information. Proper identification will lead to increase the efficiency of operations that will be carried out using the online platforms of the company (Cawthorne et al. 2018).

Statement of work schedules/milestones pricing
The scheduling is one of the vital aspects present within enemy of the project planning that are being carried out by the functional business organizations. Proper and effective scheduling of the tasks and of the financial assets of the company will be capable of increasing the efficiency of all the tasks that are planned to be carried out by the companies. In context with the case scenario of the construction company namely Pashendale Holdings Ltd (PHL), is found to be initiating the redevelopment project of their website for managing the strategic functions and increasing the customer base for its company (Benaroch, Lichtenstein and Fink, 2016). The initiative taken is found to valuable as the project will help the company to proceed with its functioning in well mannered and improve its competitiveness among the other competitors present within the same industries functioning in the particular environment. Thereby, the table below will provide the costs that are set down b y the company for proper implementation of the different phases of project management as follows:

Serial no.

Phases of the project management

Amount assumed to be spent during each phase of project management

1.

Planning of the project

$30,000

2.

Designing of the project

$ 145,000

3.

Implementation of the project

$ 60,000

4.

Conversion of the project

$30,000

With reference to the case scenario, it has been found that during the planning phase the activities such as the planning of the project will be carried out with creating the proper work breakdown structure, testing plan and implementation of the same. This phase will also include developing of the training plan and transition planning in proper manner for increasing the sustainability of the project initiated (Lambert, 2015). Proceeding to the next phase it has been found that the designing of the project will be carried out by the contractor and active involvement of the contractor will be done. This is required in order so that it helps the contractor for establishment of the metrics and design the website according to meet up with all the requirements of the proposal of the project initiated. One of the vital activities that will be consisting within this particular phase will include reviewing and approving of the designing by the respective construction company (Laufer et al. 2018). This process will further include the testing process of the coding and determine if something has been missed out during the weekly meeting that will be carried out. Therefore, implementation phase within the work scheduling of the project management will be counter checking that all the requirements are being met with the development and planning of project of the redevelopment of the website.

Followed by, the contractor responsible for the project will start providing 24*7 web support during 11.59 pm on the final day of the project initiated and note down the status of the works that are carried out (Gaddy, 2018). This will lead to proceed to the conversion phase of the project management during which meetings will be conducted and reviewing as well as the updating of the information will be taking place. Thus, the first milestone of the project and release of the statement of the work will be carried out during sixth of September 2019 and the overall review of the processes by the contractor will be completed within twenty seventh of September 2019. Followed by, all the implementation process will be carried out on the sixth of December of the following weeks and the formal closure of the project will be done on Christmas Eve.

Statement of work acceptance criteria
The statement of the work acceptance criteria within the Pashendale Holdings case study, the construction company is found to be carried out by Chief Marketing Officer Sennveasna Naveen of the Pashendale Holdings Ltd. Therefore, the Chief Marketing Officer will be responsible for delivering all the deliverables of the project in an organized manner and with gathering of all the information from the website design contractor. Hence, the Chief Marketing Officer Sennveasna Naveen of the Pashendale Holdings Ltd.and her team lead by three advisors will review of all the processes, activities and tasks that have taken place and checking all the accounts of the same for ensuring that all the tasks has been carried out and denoting the outcomes of the same (Stewart et al. 2016). This is required to be carried out very carefully as each of the formal documents that will then be reviewed and approved at that time interval (Fischer, Engler and Sauer, 2017). Followed by, the Chief Marketing Officer will either approve or sign the contract for commencing to proceed to the next phase of the project to the contractor responsible for the redevelopment of the website of their company. Provided that the successful completion of the project the website design contractor will be required to provide a formal closure report and the checklist of the tasks that are being carried out (Walker, 2017). Completion of all the phases of the project the Chief Marketing Officer of Pashendale Holdings Ltd (PHL) will be signing the closure report and the company will be acknowledged about the same and the deliverables of the project are all been met with. Therefore, the statement of the work acceptance criteria can be said is that one of the important aspects that comprising within the Statement of Work for improving the strategic planning made by the Australian construction company Pashendale Holdings Ltd (PHL) (Anderson, 2019). This will further be beneficial for enhancing the performances of the works that will be carried out by the company during future working and coping with the trend of digitalisation for sustaining in the current business environment in prosperous manner.

Recommendation
The reviewing of the information of the case study of Pashendale Holdings Ltd (PHL) helped in providing a clear vision about the strategies implemented by the construction company for improving its business environment. Thereby, for increasing the efficiency within the processes initiated the following recommendations are given as follows:

  1. It is recommended that the construction company should be introducing IT department in order to improve their performances and carry all the tasks in a more organized manner.
  2. Recommendation is given to the construction company for examining the perspectives of the individuals and their preferences during designing the outlook of the website in order to attract their attention towards the company

Hence, from the above it can be said that the implementation of the advanced technologies will also help the organization for accomplishing the tasks within less interval of time with using the advanced technological, systems, software and devices. Along with this proper designing will help the company for introducing their services offered and the norms and regulations associated with the same.

Conclusion
The completion of the study infers that the Statement Of Work is found to be capable of enhancing the present scopes as well the benefits that are obtained from reviewing the case study of Pashendale Holdings Ltd (PHL). The company being a construction based tend to provide with the challenges and the issues that are encountered by them for attraction appropriate customer base and improve the sustainability of the project initiated by them for reviving their competitiveness in the current market. Therefore, the preparation of the formal document by the company helps in understanding the decisions taken by the company and how the financial assets will be utilized in an effective manner for the Website Redevelopment Project. Pashendale holdings case study assignments are being prepared by our management assignment help experts from top universities which let us to provide you a reliable academic assignment help online service.

Reference List
Anderson, K., 2019. An ‘experimental’instrument: testing the torsion balance in Britain, Canada and Australia. Annals of science, 76(1), pp.58-86.

Benaroch, M., Lichtenstein, Y. and Fink, L., 2016. Contract design choices and the balance of ex-ante and ex-post transaction costs in software development outsourcing. MIS quarterly, 40(1).

Brodie, B., 2015. Strategy in the missile age. Princeton University Press.

Cawthorne, D., Johnson, P.S., Knox, R., Lewis, M., Phillips, M.P., Stratton, A. and Rye, E., 2018. Bosworth Battlefield Digital Landscape Project–An Interactive Wide Area Digital Model and Digital Heritage Framework.

Fischer, H., Engler, M. and Sauer, S., 2017, July. A human-centered perspective on software quality: acceptance criteria for work 4.0. In International Conference of Design, User Experience, and Usability (pp. 570-583). Springer, Cham.

Gaddy, C.P., 2018. Corporate productivity program: purpose and characterization (Doctoral dissertation).

Harrison, F. and Lock, D., 2017. Advanced project management: a structured approach. Routledge.

Haultain-Gall, M., 2017. Same old relics, same old story? Displaying the third battle of Ypres at the Australian War Memorial, past and present. History Australia, 14(3), pp.444-460.

Howard, I.S., 2016. Operational and Strategic Leadership: What are the Distinctions. AIR UNIV MAXWELL AFB AL MAXWELL AFB United States.

Lambert, E.L., 2015. Complex factors related to capital construction project success: A case study (Doctoral dissertation, Capella University).

Laufer, A., Little, T., Russell, J. and Maas, B., 2018. The Agility Practice: Be Responsive and Action Oriented. In Becoming a Project Leader (pp. 31-54). Palgrave Macmillan, Cham.

Stewart, C.A., Hancock, D.Y., Vaughn, M., Merchant, N.C., Lowe, J.M., Fischer, J., Liming, L., Taylor, J., Afgan, E., Turner, G. and Hammond, C.B., 2016. System Acceptance Report for NSF award 1445604” High Performance Computing System Acquisition: Jetstream-A Self-Provisioned, Scalable Science and Engineering Cloud Environment”.

Walker, C. ed., 2017. Contingencies, Resilience and Legal Constitutionalism. Routledge

Winter, C., 2018. The multiple roles of battlefield war museums: a study at Fromelles and Passchendaele. Journal of Heritage Tourism, 13(3), pp.211-223.

Wouters, I., Van de Voorde, S., Bertels, I., Espion, B., De Jonge, K. and Zastavni, D., 2018. Building Knowledge, Constructing Histories: Proceedings of the 6th International Congress on Construction History (6ICCH 2018), July 9-13, 2018, Brussels, Belgium. CRC Press.


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Pashendale Holdings Case Study


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