IT/IS Kiosk Designing a Kiosk that Serves Team Charter Updated: 02/21/2006 Prepared by: Diana Wong Mei Leng Team Charter Chartering Group IT/IS Department Sponsor Jose Solera Program Manager Diana Wong Coach John Doe Team Ratification Date: WW8 Team Kickoff Date: WW9 Foundation Elements Project Objective Project Description Develop and implement a real-time self-service approach to equip UTP IT/IS Faculty and Current and Prospective Students to improve customer services, expand customer base, reduce labor costs, and provide easy access and information.Users today are smarter and demand transactions to be fast, easy and entertaining with a wide variety services at one place with instant access 24 hours a day, 7 days a week. Companies and organizations throughout the world are constantly investigating new ways to leverage the recent dramatic advances in information technology.
The interactive self-service kiosk in general provides higher service levels for customers, faster transactions, and efficient use of personnel for more in-depth customer relations and services. Designed for style and engineered for performances, IT/IS Kiosk provides an effective, manageable and informative system to faculty users, current students, prospective students, and visitors. IT/IS Kiosk provides 24 hours x 7 days online access of IT/IS department information to users.The kiosk serves to update users on the latest information on the IT/IS faculty.
IT/IS Kiosk bridges the human resource self-service gap, providing end users with benefits information and keeping them connected with the organization in many other ways. This interactive self-service kiosk employ modular hardware designs that can be expanded to include numerous peripherals, such as touch screens, thermal printers, and card scanners. No systematic way at present for users to view information on the IT/IS department • Ineffective lecturer-student appointment scheduling system. • Lack of effective and direct communication between lecturers and students • No access for students to view past course’s performance and references • Touch screen interface creates user friendly experience for all users • Interactive information kiosks assist students in making smarter decision in wisely selecting and registering for courses available. Kiosks in any environment increase public awareness and save labor overhead • Printing-on-demand option for information kiosks saves preprinted forms costs • Provides virtual assistance for student counseling • Conveniently accessible interactive information on the organizational structure, history, lecturer’s information, campus map, and course references. • Self-service kiosks reduce costs by lowering employee headcount • Improves students retention rate • Reduced costs for basic service levels • Reduces waiting in line by students • Virtual assistant on increases student’s performancesProblem Statements Features and Benefits Business Imperative Team Charter 8/2/2007 Page 2 of 8 Scope/Boundary Conditions/Targ et Users Scope: Overall: IT/IS Department Phase 1- Pilot Version 1 IS Faculty *Subsequent Phases – Proliferate Version 1 beyond IS Faculty Boundary conditions: ° Leverage what already in the environment to ensure no duplication of efforts ° Comprehensive and yet simple Target Users: ° IT/IS Faculty ° Current and Prospective UTP Students Strategies towards Goal ° ° ° ° Work with modules Partner with IT/IS faculty and students by engaging them in nderstanding their involvement in PLC as the requirements provider. Introduce self-service approach to drive standard compliance Establish sustaining team to own the sustaining process Performance Challenges/ Hinge factors Potential resistance (maybe due to misperception) from faculty and management that this is added workload (employee behavior change) Strategies to address ° Right and appropriate communication plan to be able to tell WIIFM.
(WIIFM = What is in for me) Performance Challenges/ Hinge Factors and Strategies to AddressSunset/Closure Align to project boundary conditions to leverage what already in the environment and no duplication of efforts Potential misalignment due to lack of ° Establish the right channel and alignment communication with stakeholders with stakeholders to keep updated and consistency. Time vs. resource challenges to fulfill end ° Need to have clear roadmap and users request/requirements communicate to end user Upon completion of Version 1 full proliferation and well handover to sustaining team ° Roles and Responsibilities Team MembersCore Team: Name Diana Wong Title Program Manager Roles & Responsibilities as relate to team goals • Ensuring team purpose, goals, deliverables, member’s roles and responsibilities are clearly identified, documented and aligned by all Team Formation, Planning & Strategize • Drive timeline and milestone; Measures and Indicators • Drive effort to address Issues • Drive Stakeholders/Partners engagement and collaboration • Own the communication of overall progress and status to all stakeholders • Perform team health checks periodically • Drive meeting process with appropriate team collaboration tools/ collaterals • Arrange asynchronously work between meetings as appropriate • Define pre-work and hold team members accountable for being prepared • Establish and facilitate the process of periodic team health checks • Create fun inclusion and bonding activities Page 3 of 8 Vivien Mah Project Coordinator Team Charter 8/2/2007 • Michael Hess System/ Application Designer • • • •Encourage the team leader to celebrate success and recognize accomplishments Responsible for the main engines of the kiosk Plan and design the system Develop the system Modify and debug the system Vivien Mah System/ Application Designer Justin Yong Database Administrator • Bobby Ryxler Interface Designer • • • Clement Lourdes Requirements Analyst • • Zintle Fikelepi Industry Research and Designer Industry Research and Designer Beta Testing Beta Testing • • Managing and coordinating all database activities including database design, user coordination, backup, recovery, overall performance, and database security. Ensure data availability, quality, and maintenance.
Analyze and implement user interface (UI) requirement of customer Design GUI and creating a top notch user experience. Understand and analyze customer operation to support design team activities Involve as EIT (Early Involvement Team) approach to ensure the continuity of approach taken for better carrying out quality audit after implementation and when move to sustaining mode Perform industry research and UTP internal research Document and share research outcome Bunyamin Khir Camverra Jose Chiang Se Sheng • • Find and remove bugs from the system Ensure release of reliable, unbiased and objective benchmarks and testing processes for high quality system Supporting Member: Name Title Victor Rao Performance Metric ConsultantJulie Soong Architecture Consultant Roles & Responsibilities as relate to team goals • Consult program team to develop performance metric to measure success • Consult program team to develop performance metric for sustaining, monitoring and continuous improvement • Consult design team’s general design activities Hardware Partners: Name Title Fort Lee Subject Matter (King Products Expert/ and Solutions Supplier Inc. ) Artesia Subject Matter Olea Exhibits & Expert/ Team Charter 8/2/2007 Roles & Responsibilities as relate to team goals • Contribute as the group subject matter expert and hardware provider in providing the operation information for designPage 4 of 8 Displays Inc Supplier Stakeholders: Name UTP Management Jose Solera Title Management forum Sponsor Roles & Responsibilities as relate to team goals • Approves the results of each process step taken by the team. • • • • Ensure project team resource and capability Ensure partners, stakeholders and managerial supports Provide direction and help remove roadblock Help to address financial request to support alignment activities Champion the cause and provide initial goals/priorities for IT/IS Kiosk Provide guide to Program Manager and the Program Team Greg Johnson John Doe Champion Coach • • Team Deliverables • • • • • • • • • • • • • • • •Project Proposal Stakeholder Analysis Work Breakdown Structure Responsibility Assignment Matrix Project Scheduling and Network Diagram Software Project Management Plan (SPMP) Analysis of Tasks and Researches Budget and Resources Allocation Financial Analysis – ROI and Payback Period Probability / Impact Matrix Lesson Learned Report System Design – Working Application Oral Presentation Interactive Self-Service Kiosk Online Web-Based System that includes User Management (System administrator, authorized user, students) Manageable and Robust Database System Team will use threaded discussions in the electronic workspace to discuss project specifics.
Limit email usage for discussion to minimum in order to preserve team history in workspace. All materials for meeting usage must be posted a minimum of 24 hours in advance to allow those with slow or no connections to still participate effectively.Meeting minutes and presentations will contain enough detail so that someone that was unable to attend will be able to understand exactly what transpired. Members who are unable to attend will read minutes to catch up. Team Ground Rules/ Expectations No meeting before 6am or after midnight in any geography. Use the team workspace effectively.
All documents/materials will be posted in the team workspace. Provide access and links to specific documents in the team workspace instead of attachment in email. Live meeting time will be used only for those items that require decision making; explanation or real-time collaborative/discussion work. Asynchronous collaboration using technology will be held limit after officeTeam Charter 8/2/2007 Page 5 of 8 Actively participate.
Be prepared for all meetings. Practice listening Identify and report any challenges or barriers on timely manner and work together to getting work done. Complete assignments and deliverables on time or provide upfront communication on potential delay. Voice out and discuss openly Reward and Recognize good work and behaviors appropriately. Quality of Tasks identified is higher priority then timing if due date push out is needed due to unforeseen situation. Meeting Structure Meeting Rules & Expectations Frequency Scheduling Agenda Minutes Attendance Other Once a week Schedule for entire quarter.
Additional meetings schedule min 2 days in advance. Send out 24 hrs in advance. Meeting chair to take minutes and publish within 24 hrs of meeting. If you can’t make it, notify chair prior and provide any status necessary.
Possibly define consequences for being late or unprepared. Decision Making Process Consultative and/or consensus depending on the type of decisions. Definition of the Types of Decision Making: • Consultative: Receive input from team, owner makes final decision • Consensus: Team must all agree (or disagree and commit) • Authoritative: One person makes final decision without input from team • Voting: Identified members vote. Majority (or other) decides on outcomeFinancial Projections Human Resource Designation Project Manager Project Coordinator System Developer Requirement Analyst Database Administrator Interface Designer Industry Researcher and Designer *Beta Tester Total Unit 1 0.
5 1. 5 1 1 1 2 2 10 Total Working Hours 456 516 516 516 516 516 516 35 3,587 Cost per Hour (RM) 35 25 25 25 25 25 25 20 Projected Cost (RM) 15,960 6,450 19,350 25,800 12,900 25,800 25,800 1,400 132,569 Team Charter 8/2/2007 Page 6 of 8 Hardware Resource Items Server Kiosk Total Unit 1 2 3 Cost per unit (RM) 2988 5000 Projected Cost (RM) 2988 10000 12,988 Software Resource Items mySQL Apache PHP Unit 1 1 1 Cost per unit Free Free Free TotalProjected Cost Free Free Free 0 Total Budget Total Budget: Human Resource Hardware Software Total = RM 132569 12988 0 145,557 Project Milestones 2006 # 1 2 3 4 5 Activities Phase Jan Exploration Planning Analysis and Design Testing & Debugging Implementation Q1 Feb Q2 Mar Apr We are here May Jun Jul Q3 Aug Sep … … … … PHASE 1 COMPLETION (Pilot) Use of Technology External Communication Publish meeting decisions in meeting minutes. Capture meeting minutes in Team workspace. Make meeting minutes stored accessible to interested parties (access control will be managed by chair). Email decision; acknowledgment or action required whenever seems fit to prompt attention.Provide access and links to specific documents in the team workspace instead of attachment in email.
Capture in monthly status reports as appropriate and mail to interested parties Team Charter 8/2/2007 Page 7 of 8 Internal Communication Preferences Team Member Diana Wong Vivien Mah Clement Lourdes Justin Yong Bobby Ryxler Zintle Fikelepi Chiang Se Sheng Camevera Jose Michael Hess Bunyamin Khir Phone Email Instant Messaging v v v v v v v Technology Selection This team will use the following technologies: • Team Workspace (Windows SharePoint Services) for Team collaboration and Meeting • Email to supplement Team Workspace • Instant Messaging for urgent real-time response need only Team Charter 8/2/2007 Page 8 of 8