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RELATES project Project Plan

PROJECT PLAN

DOCUMENT PREPARATION INFORMATIONPROJECT NAME PREPARED BY (PRINT) SIGNATURE DATE PREPARED DOCUMENT ID

RELATES A123 25.6.99

CUSTOMER INFORMATIONCUSTOMER CONTACT CUSTOMER ACCOUNT

ABC Bank QAQ / ZAZ

GENERAL INFORMATIONPROJECT MANAGER CONTACT E-MAIL

A123 3254656 [email protected]

ORIGINATOR INFORMATIONORIGINATOR ORGANIZATION NAME

PRS / A123 ABC ORGANIZATION ADDRESS

PHONE NUMBER FAX NUMBER WEB SITE

VERSION INFORMATIONLAST UPDATED MASTER VERSION LOCATION

21 July 1999 (softcopy) : Directory : Opnt_1\knowledgelib\

\\ABC Bank Knowledge Base\projects\project management\plan\

(hardcopy) : Project Management Office @

Note: The reader must verify that this is a current version before using.


DOCUMENT CONTROL

DOCUMENT DISTRIBUTIONNAME TITLE ORGANIZATION

CHANGE HISTORYDATE CHANGE DESCRIPTION APPROVED BY


PROJECT PLAN

1.0 MANAGEMENT SUMMARY1.1 Overview1.2 Objective.1.3 Scope

2.0 PROJECT REQUIREMENTS2.1 Statement of Work.2.2 Work Breakdown Structure (WBS).

3.0 DELIVERABLES3.1 RELATES - SW Provider Solution3.2 Standard Components and Customized components3.3 Other component

4.0 RISK ASSESSMENT AND MITIGATION STRATEGIES

5.0 RESOURCES AND RESPONSIBILITIES5.1 Organization Charts

5.1.1 Customer Organization5.1.2 SW Provider Organizations5.1.3 Project Organization.

5.2 Project Contact 5.3 Responsibilities5.4 Key Project Team Member Profiles5.5 Project Management and Administration

6.0 SCHEDULES6.1 Detailed project schedule6.2 Summarize project Schedule

7.0 REPORTING AND REVIEW7.1 Project Status Reporting7.2 Project Meetings

8.0 STANDARDS8.1 Standard Products8.3 Standard Project Management Tools8.4 Standard Development Tools.

9.0 WARRANTY9.1 SW Provider Standard Warranty9.2 Warranty Period

10.0 SUPPORT10.1 Service Availability10.2 Service Within the Warranty Period10.3 Service Outside the Warranty Period


11.0 POSTPROJECT EVALUATION11.1 Summary of Project11.2 Recommendations and follow-up11.3 Statistics11.4 Postproject Summary

12.0 SUPPORTING PLANS

13.0 OTHER RELEVANT DOCUMENTS AND FILESProject OverviewCorrespondenceProgress ReportsOther Documents (as required)Project Qualification ReportMinutes of MeetingsChange Control Documentation

14.0 GLOSSARY AND DEFINITIONS

15.0 APPENDIXES15.1 Appendix A - Project Charter15.2 Appendix B - Project Manager Letter of Assignment15.3 Appendix C - Statement of Work (SOW)15.4 Appendix C-1 - Detailed Implementation Schedule15.5 Appendix C-2 - Summarize Implementation Schedule15.6 Appendix D - Project Contact15.7 Appendix E - Key Project Team Member Profiles

1.0 MANAGEMENT SUMMARY

This Project Plan becomes the blueprint to implement RELATES in ABC Bank where every individual who is directly or indirectly involved understands and refers to the plan for information, for referencing and for guidance especially with regards to certain standards mandated to successfully implement this project.

1.1 Overview

The Need

This SW Provider solution namely RELATES is in response to ABC Bank requirement to have an automated workflow system for consumer loan products as follows : Based on Keynesian Model, Bank Negara is encouraging all financial institutions to

increase their lending to spur the Nation out of its economic crisis ABC Bank is taking the initiative to streamline its lending processes to expedite the

delivery of consumer loans in line with Bank Negara’s guidelines

Project Charter and Project Manager’s Letter of Assignment

Attached as : Appendix A : The Project Charter Appendix B : Project Manager’s Letter of Assignment

The Goal

RELATES – a workflow-base system will tracks loans from the point of customer application till disbursement including all standard specified documentation.

The Solution

RELATES will be an end-to-end automation of the front-end processes for the various loan products (HP, standard Housing Loans and Unit Trusts).

Management Overview of

SW Provider’s solution is based on open systems architecture that is scalable across the enterprise The components are based on the following scaleable technologies : Optika eMedia Workflow Engine Microsoft SQL Server Microsoft Visual Basic Microsoft Windows NT

The Services

Services includes : Process Redesign Consulting Project Management Services Software Customization and Development Services System Implementation Services Training Services

Major Milestones

Major milestones includes the following : Acquisition of hardware and software Environment readiness Contract agreement Business Process Reengineering Design Customization development Training Testing Customer Acceptance Documentation Live cutover Monitoring – Control - Evaluation

1.2 Objectives

Its objectives are : To turnaround time for approval, To reduce turnaround time for disbursement, To track loan status from application till disbursement, To implement right first time concept and last but not least, To increase user productivity.

1.3 Scope of work

The scope of work includes the design, customization and implementation of the RELATES System from Loan Origination until Disbursement.

Management Overview of

2.0 PROJECT REQUIREMENTS

2.1 Statement of Work (SOW)

The SOW defines the activities to be completed and the responsibilities of both ABC Bank and SW Provider during the implementation. The major activities to be completed are as follows :

Project Planning and Organization

Environment Readiness

Organizational Readiness

RELATES implementation

- Process Redesign Consultancy - Initial Product definition and Parameter setup (System configuration)- Customization- Training- Acceptance Test Planning- Acceptance Test Execution- Installation- System Implementation- Project Management, Control and Reporting

Product and Parameter verification

Interface Development

Pilot and subsequent cut-over to live operation

Post RELATES support

Customization support

The detailed SOW is defined, refer to Appendix C.

2.2 A High level Work Breakdown Structure (WBS) is simplified as below :

Data Collection Gap Analysis / Redesign Modification Testing Implementation

For a detailed WBS, refer to Implementation Schedule

Project Requirements of

3.0 DELIVERABLES

3.1 RELATES - SW Provider Solution

Whilst the BPR is taken as the method to analyze and achieve breakthrough achievements in process efficiency, we would like to position RELATES as the means to help financial institutions realize the goals set in the BPR through end-to-end process automation.

Introduction

RELATES is a workflow-based system that tracks loans from the point of customer application until disbursement. In addition, the system implements automation as far as possible, e.g., in the credit processing/approval of loans applications, the various types of documents (e.g., letter of offer, reject letters, cover letters, charge documents etc.) are automatically generated. The workflow system with its inherent (automated) electronic routing of work and scheduling, together with the automated features results in loans applications cycle time (for approvals and disbursements) being greatly reduced. This system will greatly improve a financial institution’s customer satisfaction level as well as increasing its market share in the highly competitive credit and lending industry.

Scope of RELATES

In terms of the life cycle of the lending process, RELATES will cover the following phases:

Origination

Approval

Documentation

Disbursement

Though processes do vary from financial institutions to financial institutions, RELATES will provide a standard framework for the automation of the various work processes for various product requirements. These work processes can be “production-based” processes (i.e. characterized by high volume and standard processes, e.g. Standard housing loans, hire purchase) as well as “ad-hoc” processes (ie. characterized by low volume and ad-hoc in nature, e.g. Corporate/commercial loans). Processes and applications can be customized to unique requirements. RELATES is also unique in the sense that changes in business processes do not affect the applications and vice-versa.

RELATES – Major Subsystems

a) RELATES (Workflow Automation)

Automatic Tracking of Loan Application Status

As the application progresses through the various stages, e.g. Data Input, Approval, Documentation, etc., the system will automatically track each stage of the application. For example, a customer calls in at the Loan Center. When he provides the Loan Center with a unique identification number, he will be able to know the status of his application within seconds. The system will be able to pull out the relevant details, e.g., waiting for lawyers, awaiting confirmation of site visit, awaiting receipt of acceptance of letter of offer from customer, etc.

Automatic Routing of Work

Deliverables

As the application progresses through the various stages, the system will automatically route the work to the correct stage/queue where the staff identified to perform that particular role will be able to pick up the work to be performed and so on. No manual recording of work steps will be required.

Automatic Tracking and Performance Monitoring

Detailed status and performance reports by activity and by role/staff may be obtained to enable the Bank to track the performance of the Loan Center operations and the productivity levels of its staff. Moreover the system is able to keep track of the performance of external entities e.g. lawyers. Any bottlenecks in the process can also be identified, thus leading to continuous process improvements.

Automatic Display of Work to be done

When a user logs onto a RELATES terminal the system will display a list of tasks to be done in order of priority. The system will keep track for the user what needs to be done, e.g. Follow up on letter of offer for customer ABC, Perform Disbursement transaction for customer XYZ, Check and Sign Banker’s Check for customer JKR, etc. The user need not remember the steps that have to be performed, the system prompts the user to perform the required steps. Moreover, the system automatically pulls out the relevant details for the user, i.e., the user need not remember the application details as the system keeps track of the processing stage for each customer application.

Statistics

Each activity in the RELATES process is tracked and monitored with the following details:

- date and time when the activity was available to be acted on

- date and time when a staff actually started to work on that activity

- date and time when the user finished that activity

- the staff who worked on that activity

- the outcome of that activity

The detailed statistics captured will provide information on the performance of both the process and the users, e.g. reports on productivity/performance of the staff, bottlenecks in the process as the volume of applications increase

Security

Only the staff identified to perform certain activities will be able to access those activities, i.e., the system will know how to route the work to the relevant people. This provides a level of security whereby certain activities can only be accessed by the relevant staff, e.g., Authorize Disbursement can only be performed by Credit Officers and not Clerks.

Work Escalation via Deadline Feature

Deliverables

The system is able to escalate a work activity, or to send messages to inform relevant personnel if a deadline has passed. E.g. if a customer has not come in to provide the rest of the documents required after a certain time period, the system will notify the clerks to give the customer a call, or to send reminder letters.

Reject Reasons Captured

As the applications go through the process and rejections occur, the reason for rejects are captured by the system with the reasons indicated automatically in the reject letters.

Unique System-Generated Tracking Number for Customer Reference

The system will start tracking the loan application once the customer puts in an application form. A receipt containing basic customer and loan information with a reference number is automatically printed and given to the customer. At any time the customer may call the bank and provide this number in which case the bank is able to provide detailed status as to the status of the loan.

Automatic Generation of Disbursement Schedule and Calculation

The system will generate the disbursement schedule and calculates the disbursement amount automatically depending on the stage of complement. It also keeps track of when, who, and how much was disbursed.

Folders and Notes

At certain stages of the work process, notes (credit memos, reminders, recommendations or any general notes) maybe attached to the work unit. As an extension, images of documents may also be attached to the work unit for review purposes. This feature mimics the real world where very often memos and documents are attached as part of the work parcel.

b) FAX Server Interface

The Fax Server interface provides the following benefits:

i) Sending out of faxes may be automated, i.e., staff need not have to key in the telephone number. System will retry if the line is engaged, or paper is out, hence saving staff time

ii) The system may be programmed to send out faxes at off-peak rates

iii) Sending same fax to different recipients is automated

iv) Reduction in paper costs

c) Developer & Project Profile with End-Finance Limits Attached

The developer and project profiles are centrally maintained at the RELATES database. Part of the role of the Bank is to proactively identify potential new developers and projects (from

Deliverables

newspapers, constant contact with developers, etc) and enter the required details into the database. This is so that when applications are sent for processing, information is available online and a minimal number of applications would require direct contact with the developers (for the missing information).

The Automated Approval System will access the developer/project/end-finance database and adjust the limits accordingly when the applications are approved or rejected.

d) Lawyer Profile

Presently, most banks have a panel of lawyers that handles the documentation phase. Documentation turn-around time is very much dependent on the lawyers themselves and there is no central monitoring of the performance of the lawyers.

To improve the documentation process, the Bank may specify some criteria for the lawyers to be included in the panel. The criteria may include:

i. Performance ii. Standard Feesiii. Documentation Standards

RELATES will also be able to automatically select the lawyer from the panel list based on an algorithm unless the customer has indicated a preference in the application form.

Performance Tracking of Lawyers

The workflow automation system will track the date and time when the Lawyers are notified of the work to be done, and the date and time when the actual work is passed back to the Bank. Performance reports may be churned out monthly for the Bank to monitor the performance of the lawyers and to take appropriate action.

Lawyer Selection Algorithm

System should perform automatic selection of lawyers based on

- panel list- performance- work assignment

- type of loan - geographic location

System first checks if a particular lawyer is preferred, in which case it picks up that lawyer otherwise it will select the lawyer based on the algorithm.

The way the lawyer list is presented should reflect the performance and/or work assignment of the lawyers, i.e., the first lawyer on the list is the next to be selected

Lawyer Profile

Deliverables

The lawyer profile must be maintained centrally at the Loan Center in the database. At a minimum the following details are to be captured:

NameAddressTelephoneFaxType of Loans handled by the LawyerGrading (based on the performance statistics from the workflow automation system)

e) Document Generation System

Offer Letters, Reject Letters, Cover Letters to Lawyers, Valuers, Standard Documents etc. will be automatically generated by the system with the relevant details inserted into the documents from the database without any human intervention/typing.

Information should only be keyed in once at data input, with subsequent extraction of the required information from the database so that users does not need to re-key in the information (could introduce errors) when letters of offer, fire insurance form, etc. are produced

f) Automated Evaluation System (AES)

As its name suggests, this system automates the current functions of the Credit Officers in approving a loan, e.g. perform necessary credit checks (online to host database for existing customers), checking eligibility, BNM criteria, etc.

This greatly reduces the time taken for approving standard loans, and relieves the Credit Officers for other tasks, e.g., marketing to customers. This system is parameter-based and hence allows for routine credit requirements to be changed on the fly as current conditions dictate. Moreover it reduces (not eliminate ) the need of hiring new experienced Credit Officers to process the loan applications as the loan volume increases and also reduces the training curve of new officers.

The Automated Evaluation System (AES) also provides the following functionalities:

- Checks for Security Acceptability- Citizen and Residency Checks- Eligibility Checks- Calculation of Installment Amounts- Calculates Sensitivity Ranges - Logs the reasons for rejects- Access host system for BMC, Bankruptcy, etc. checks

Under some special circumstances RELATES may allow for certain rejected applications to be re-routed to a Credit Officer for confirmation of the reject.

A sample of some of the reject reasons is as follows:

Deliverables

Reject Reject Description

1 Failed Citizenship Test2 Not Malaysian Citizen3 In BMC List4 Is a Bankrupt5 Customer Liability Status - Doubtful6 Customer Liability Status - Difficult7 Customer Liability Status - Judgment8 Customer Liability Status - Legal Action

10 Aggregate Liabilities > 1.5 M for secured 11 Aggregate Liabilities > 150 K for clean

Deliverables

12 More than 1 Return Checks due to insufficient funds13 More than 2 months consecutively in excess14 Loan Amount below Lower limit 15 Loan Amount above Upper limit 16 Loan Amount below OD Lower limit 17 Loan Amount above OD Upper limit 18 Age below Lower Limit19 Age above Upper Limit20 Tenure above Maximum Allowed21 Tenure + Age exceed Maximum Allowed22 Exceed Maximum Margin Of Advance 23 Exceed MOA Range 24 Exceed Maximum Installment25 Exceed Maximum OD Repayment26 Exceed Net Income Lower Limit27 Exceed Joint MOA 28 Exceed Joint (OD) MOA 28 Securities Not Accepted29 Non-Standard Restrictions30 Exceed End Finance Limit31 Bank Exposure Exceeded (ASB)32 Bank Exposure Exceeded ( ASN)33 Trust Certificate Not Acceptable

Deliverables

g) Interactive Voice Response (IVR) System Interface

RELATES has an IVR interface whereby a customer may call a hot-line and find out the status of his loan application over the telephone without having to call the branch personnel. This effectively extends the customer service to 24 hours, 7 days a week.

In addition, prospective customers may call the same hot-line and check on his eligibility for certain loan products. This is another avenue for the Bank to market its products as well as to improve customer satisfaction since customers have easy access to their loan information.

Features and Benefits of RELATES

FEATURES BENEFITS

WORKFLOW AUTOMATION AND MANAGEMENT

Automatic tracking of loan application status

As the loan application progresses through the various stages, the system will automatically track each stage of the application. Customers wishing to know the status of their application will be informed instantaneously.

Key Benefits Customer satisfactionEnhanced image for the bank in terms

of efficiencyStaff productivity - no time is wasted

locating documents, location and persons responsible for that stage of processing.

Automatic routing of Work with work escalation via deadline

Work to be performed will be automatically routed to the correct stage and staff. No manual recording of work steps is required. Deadlines can be set for activities and work can be escalated thereon.

Key BenefitsEliminate processing errors - “do it

right first time” conceptEliminate misplacement of

informationEnsures timely processing of

application with set deadlines.

FEATURES BENEFITS

Automatic tracking and performance monitoring

Detailed status and performance reports by activity, role, user can be

Deliverables

generated to track performance and productivity. The system is able to track the performance of external entities e.g. lawyers.

Key BenefitsTracking mechanisms helps the bank

in continuous improvements in its operations.

Provides quantitative and objective measurement on productivity

Automatic display of work to be done and standard checklists

When a user logs on to the system, a list of tasks to be done in order of priority will be displayed. The system will keep track for the user on what needs to be done.

Key benefits Staff productivity Consistent work process

Security Only staff identified to perform activities will be able to access the related activities.

Key Benefits Improve audit and control

Automated document generation Offer letters, reject letters, cover letters to lawyers etc will be automatically generated with relevant details inserted from the database.

Key Benefits Eliminate mundane work processes Eliminate processing errors

Complements CIS and Loans database with developer, project, lawyer profiles

The system provides online access to critical information to substantiate credit approval.

Key benefits Reduce exposure in projectsReduce exposure in selected loan portfolio

FEATURES BENEFITS

EXTERNAL INTERFACES

Interactive Voice Response Key Benefits

Deliverables

Customer satisfaction through online status feedback

Fax Server Key BenefitsEliminate manual process to reduce

cycle time

Internet/Intranet Sales Platform Key Benefits Extends market reachCustomer satisfaction through online

status feedback.

Deliverables

3.2 Standard components and Customized components

Standard components

Customized components

Description Qty

Mandatory Items

1. RELATES Application Software- RELATES Server 1 - RELATES Client 30

2. Optika eMedia- eMedia Workflow (20 connections) 20

3. Professional Services- Process Redesign Consultancy - Project Management - Customization - System Implementation - RELATES Training (Train the trainers)

4. Miscellaneous- Microsoft SQL Server (5 Clients) 1 - Microsoft SQL Server Clients 25 - Microsoft Windows NT Clients 15

5. Hardware- Optika eMedia Server 1 IBM Netfinity 5000, 2 x Pentium II450 MHz, 3 x 9GB, 256 MB Memory,12/24 GB DAT, Win NT 4.0 (5 Clients)- Backup/Development Server 1 IBM Netfinity 3000, Pentium II450 MHz, 3 x 9GB, 128 MB Memory,12/24 GB DAT, Win NT 4.0 (5 Clients)

Deliverables

Standard components

Customized components

Description Qty

Optional Items

1. Optika eMedia Imaging (concurrent users) 20

2. Hardware

- Imaging Server 1

IBM Netfinity 5000, 2 x Pentium II

450 MHz, 3 x 9GB, 256 MB Memory,

12/24 GB DAT Tape Drive

- Fujitsu Document Scanner 1

Up to A3 size, 39 ppm (Simplex), 70 ppm

(Duplex), 100-sheets Auto Document

Feeder

3.3 Other component

AS/400 interface will need to be worked out in details with Silverlake. Note that there may be other hardware and services charges that Silverlake may impose for this interface.

Should ABC Bank requires our service to work on this component, SW Provider’ time and Material charges are as follows :

Project Manager/Senior Consultant – RM 3,000 per day Technical Consultant/Engineer – RM 2,000 per day Application Programmer – RM 1,000 per day

Deliverables

4.0 RISK ASSESSMENT AND MITIGATION STRATEGIES

[To discuss the risks with ABC Bank PM in order to compile a list of probability of risks and to introduce mitigation strategies for the risks identified.]

Risk Assessment and Mitigation Strategies

5.0 RESOURCES AND RESPONSIBILITIES

The following are several charts specifying various teams and its purpose for this project.

5.1 Organization Charts.

5.1.1 Customer Organization.

[Insert ABC Bank’s organization chart to be included here]. Present the customer’s organization chart, and discuss the organizational location of the project’s sponsor. Use the chart to identify and discuss the ultimate users of the project.

5.1.2 SW Provider’ organization

5.1.3 Project Organization

5.2 Project Contact – attached as Appendix D.

5.3 Responsibilities. [To work with ABC Bank on Responsibility Matrix & to include the chart]

5.4 Key Project Team Member Profiles. – attached as Appendix E.

5.5 Project Management and Administration.

A comprehensive detailed Project Management practices has been documented for management, project managers, consultants, users and all other project team members for usage and reference. The practices contained in this document are as follows :

Project Administration Practice Project Library Practice Financial Practice Project Communication Practice Project Change Control Practice Escalation Management Practice

Resources and Responsibilities

6.0 SCHEDULES

Detailed project schedule is attached as Appendix C-1.

Summarize project schedule is attached as Appendix C-2.

7.0 REPORTING AND REVIEW

Timely, accurate and appropriate communication of the information required for effective and efficient management of project activities are critical to project success. Reports, presentations and meetings are all styles of communication that should be employed.

Project Status Reporting and Project Meetings.

The tables under Communication Schedule in the Project Management Practices specify :

the planned frequency for each type of meetings to be held The target audience as well as the facilitator for each type of meeting

Schedule / Reporting and review

8.0 STANDARDS

The standard approach to managing this project is detailed in Project Management Practices. Other standards which apply can be found in the Agreement between SW Provider and ABC Bank.

8.1 Standard Components

The standard components for RELATES is specified in 3.2 table under Deliverables section in this Project Plan.

8.2 Standard Project Management Tools.

The Project Management Tools which will be used for the implementation of this project are standard Microsoft tools as follows :

Microsoft Project Microsoft Word Microsoft Excel Microsoft PowerPoint Microsoft Outlook

Besides the standard Microsoft suite, SW Provider implementation standard templates and tools will also be used.

8.3 Standard Development Tools.

SW Provider will be using the Rational case tool to support all activities in this project – a software-engineering process. Tools are required for integration between models and code, for documentation, for automation of tests to make regression testing easier. SW Provider will apply the required tools to meet the need for a successful project.

The following gives a brief outline of what each tool does :

Rational Rose – a visual modeling tool to develop the different models, such as use-case model and design model

Rational Requisite Pro – a requirements management tool, to capture, organize, prioritize and trace all requirements

Rational SoDA – a documentation tool, to support the project documentation Rational Apex/Ada, Rational Apex/C++ (Java ready) – programming tools Rational TestMate – a test tool to automate testing especially so in regression

testing

Standards

9.0 WARRANTY

Below, as in the Agreement between SW Provider and ABC Bank are the warranty items, warranty period and the start of warranty period.

Items WarrantyPeriod

Start of Warranty Period

Equipment

Servers 365 days Upon acceptance of delivery

PCs 365 days Upon acceptance of delivery

Supplies 90 days Upon acceptance of delivery

Systems Software

Windows NT 90 days Upon acceptance of delivery

MTS 90 days Upon acceptance of delivery

SQL Server 90 days Upon acceptance of delivery

Application Software

SW Provider RELATES 90 days Upon acceptance of delivery

Optika eMedia 90 days Upon acceptance of delivery

Customized Solution 90 days Upon acceptance of delivery

Warranty

10.0 SUPPORT

Discuss ongoing system support to be provided to the customer.

10.1 Service Availability. Describe the service availability for all locations of the system provided to the customer. Identify how service will be provided in areas currently not covered by SW Provider personnel.

10.2 Service Within the Warranty Period. Discuss the provision of service within the warranty period.

10.3 Service Outside the Warranty Period. Discuss the provision of service following the warranty period.

Support

11.0 POSTPROJECT EVALUATION

Discuss the process of evaluating the project at its completion. Identify the criteria by which the project’s success will be judged.

11.1 Summary of Project. Discuss what items will be included in the summary of the project. Complete this section when the project is concluded.

11.2 Recommendations and follow-up. Include any follow-up requirements and any postproject recommendations. Complete this section when the project is concluded.

11.3 Statistics. Identify any key project statistics, including earned value calculations for the project and its most significant components.

11.4 Postproject Summary. Upon completion of the project, copies of the summary and any close-out documents should be included in this section.

Postproject Evaluation

12.0 SUPPORTING PLANS

The following are plans supporting this project as information and for reference :

[to include plans & documents as they are completed]

Supporting Plans

13.0 OTHER RELEVANT DOCUMENTS AND FILES

Other relevant documents and files will be prepared according and they will be stored electronically at \\ABC Bank Knowledge base\RELATES\project management\plan\ as well as in Project Binders in PMO, SW Provider office.

Project OverviewCorrespondenceProgress ReportsMinutes of MeetingsChange Control DocumentationOther Documents (as required)

Other relevant documents and files

14.0 GLOSSARY AND DEFINITIONS

14.1 Common Acronyms

AES Automated Evaluation SystemBNM Bank Negara MalaysiaBPR Business Process Re-engineeringCIS Customer Information SystemHP Hire PurchaseIVR Interactive Voice ResponsePMO Project Management OfficePMP Project Management PracticesRELATES Relationship Loans Application Tracking Expert SystemSOW Statement Of WorkWBS Work Breakdown Structure

14.2 Definitions

Many of the words defined in this document, and in some cases different, dictionary definitions.

Activity An element of work performed during the course of a project. An activity normally has an expected duration, an expected cost, and expected resource requirements. Activities are often subdivided into tasks.

Close-out Completion and settlement of the contract, including resolution of all outstanding items.

Contract A contract is a mutually binding agreement which obligates the purchaser to pay for it. Contracts generally fall into one of three broad categories :

Fixed price or lump sum contracts – this category of contract involves a fixed total price for a well-defined product. Fixed price contracts may also include incentives for meeting or exceeding selected project objectives such as schedule targets.

Cost reimbursable contracts – this category of contract payment (reimbursement) to the contractor for its actual costs. Costs are usually classified as direct costs (costs incurred directly by the project, such as wages for members of the project team) and indirect costs (costs allocated to the project by the performing organization as a cost of doing business,

Glossary and Definitions

such as salaries for corporate executives). Indirect costs are usually calculated as a percentage of direct costs. Cost reimbursable contracts often include incentives for meeting or exceeding selected project objectives such as schedule targets or total cost.

Unit price contracts – the contractor is paid a present amount per unit of service (e.g. RM88 per hour for professional service or RM 8888 to complete the design for an application) and the total value of the contract is a function of the quantities needed to complete the work.

Deliverable Any measurable, tangible, verifiable outcome, result, or item that must be produced to complete a project or part of a project. Often used more narrowly in reference to an external deliverable, which is a deliverable that is subject to approval by the project sponsor or customer.

Duration (DU) The number of work periods (not including holidays or other non-working periods) required to complete an activity or other project element. Usually expressed as workdays or workweeks. Sometimes incorrectly equated with elapsed time.

Gantt Chart A graphic display of schedule-related information. In the typical Gantt chart, activities or other project elements are listed down the left side of the chart, dates are shown across the top, and activity duration are shown as date-placed horizontal bars. Also called a bar chart.

Program A group of related projects managed in a coordinated way. Programs usually include an element of ongoing activity.

Project Charter A document issued by senior management that provides the project manager with the authority to apply organizational resources to project activities.

Project Management (PM)

The application of knowledge, skills, tools and techniques to project activities in order to meet or exceed stakeholder needs and expectations from a project.

Project Management Practices (PMP)

A document specifying the mandate practices respectively for the implementation of a particular project.

Project Management Professional (PMP)

An individual certified as such by the Project Management Institute, USA


Project Manager (PM)

The individual responsible for managing a project.

Project Plan A formal, approved document used to guide both project execution and project control. The primary uses of the project plan are to document planning assumptions and decisions, to facilitate communication among stakeholders, and to document approved scope, cost and schedule baselines. A project plan may be summary or detailed.

Project Team members

The people who report either directly or indirectly to the project manager.

Responsibility Matrix

A structure which relates the project organization structure to the work breakdown structure to help ensure that each element of the project scope of work is assigned to a responsible individual. Can be named also as Responsibility Assignment Matrix (RAM) or Responsibility Chart.

Schedule The planned dates for performing activities and the planned dates for meeting milestones.

Scope The sum of the products and services to be provided as a project

Statement Of Work (SOW)

A narrative description of products or services to be supplied under contract.

Work Breakdown Structure (WBS)

A deliverable-oriented grouping of project elements which organizes and defines the total scope of the project. Each descending level represents an increasingly detailed definition of a project component. Project components may be products or services.
