Course 9 - Services: Customer project planning

Question 1

2 service types

Answer 1

1. Simple service:
   - highly standardized service, sold at a fix price
   - Example: energy check
2. Complex service:
   - project-based service, price based on time and effort
   - Example: solar boiler installation

Question 2

Customer project management

Answer 2

1. Initiation

2. Planning

Question 3

Cust. project initiation

Answer 3

=> define the overall parameters of project (scope, tasks, …)
=> initiate project plan
=> approval required to proceed to next phase

Question 4

Cust. project planning

Answer 4

=> develop the course of action to attain the project objectives

• develop project schedule
• develop project staffing plan
• estimate project costs
• determine project budget

Question 5

3 variants Order fulfilment (order-to-cash)

Answer 5

1. Products
2. Simple services
3. Complex services

Question 6

Order-to-cash - Products

Answer 6

1. Customer order processing
2. Delivery
3. Invoicing
4. Payment processing

Question 7

Order-to-cash - Simple services

Answer 7

1. Customer order processing
2. Customer service execution
3. Invoicing
4. Payment processing

Question 8

Order-to-cash- Complex services

Answer 8

1. Project initiation cust. order
2. Project planning
3. Project execution
4. Project closure invoicing
5. Payment processing

Question 9

ERP for project management

Answer 9

=> project initiation:

• facilitation project resource planning and budget estimation
• integrating project management with marketing and sales

=> project planning:

• facilitating project scheduling based on customer requested date and availability
• integrating staff information with human resource allocation of project management (assigning work packages to team members and managing resources)

Question 10

Project structure

Answer 10

1. Project phases
2. Tasks
3. Milestones

Question 11

Project structure - Gantt chart

Answer 11

=> duration of tasks
=> dependencies and constraints
=> starting dates and end-dates

Question 12

Project staffing and scheduling ->

Answer 12

1. Tasks and requirements
2. Staffing (assignments, availability, …)
3. Scheduling