21 May WHAT IS THE PROJECT SCOPE?
What is the business case? (Use no more than 2 sentences.)
Customer Satisfaction Surveys have determined that the DSST is not meeting the
needs of our employees expectations. The inability to meet these expectations
results in downtime, additional rework and costs to the IT Dept of $XXX.
What is the problem statement? (Use no more than 2 sentences.)
What is the goal statement? (Use one
sentence.)
What is the project scope? (This is not your goal statement! Use one sentence.)
The I.T. Project
Service Desk Department
The Service Desk Department consists of four teams – the Telecom Team responsible for phone
infrastructure, the Server /Network Team, a Help Desk that handles first-level assistance and bug
tracking, and a Desk-Side Support Team (DSST). All four teams serve only internal customers people who work in the same company as the Service Desk.
Telecom Team
The Telecom Team handled 1,893 installations — Private Branch Exchanges (PBX), Voicemail (VM), and
Voice-Over Internet Protocol (VOIP), telephone sets, modems and fax machines. Of those who
responded to the customer satisfaction survey:
45.5% strongly agreed that their needs were met
31.26% agreed that their needs were
met
22.8% neutral that their needs were met
0.44 disagreed
0.00 strongly disagreed
Service/Network Team
The SNT had a quiet year. Bandwidth and latency levels were maintained within specification limits and
unscheduled the cumulative downtime was held to an acceptable level. (16 minutes total for the year)
Help Desk Team
The HD received 9,687 requests last year. Of those who participated in the customer satisfaction survey:
36.78% strongly agreed that their needs were met
62.06% agreed that their needs were
met
1.16% neutral that their needs were met
0.00 disagreed
0.00 strongly disagreed
Desk-top Support Team (DSST)
The DSST receives their marching orders from the HD to set up and configure computers for new
users within the company — dealing with software complaints, hardware issues, moving workstations, etc.
Last year 3626 DSST received requests from other internal employees.
Of those employees they served who participated in the customer satisfaction survey:
2.3% strongly agreed that their needs were met
25.6% agreed that their needs were met
65.8% neutral that their needs were met
3.6 disagreed
2.7 strongly disagreed
The director of the service department says that any ‘strongly disagree’ or simply ‘disagree’ responses
are considered to be defects. She was unhappy that ~66% were ‘on the fence’, but when she was
pressed for an ‘operational definition’, she said the defect ratings do not include the ‘neutral’ ratings.
Bottom Line: The director is not happy. When asked by the team sponsor about any ‘pain points’, she
had no hesitation. She wants the DSST to improve the level of customer satisfaction.
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