Overview and Rationale

In order to demonstrate proficiency with the content in this course and allow you to implement relevant practices in a real-world setting, you are asked to create appropriate status reports based on data about a project. This assignment is a continuation of the Contact Center Case Study.

Program and Course Outcomes

The following learning objectives are addressed through these assignments

LO5: Create an appropriate communication strategy and plan based on a thorough analysis of project communication needs.

LO6: Integrate best practices, tools and techniques to identify and mitigate communication barriers.

LO7 Create a status report evidencing an ability to communicate via various mediums to technical and non-technical audiences.

LO8: Interpret the value of communicating accurate, appropriate, and relevant information to various stakeholder groups.

 

Essential Components

In this assignment you will review technical information from the Contact Center Case Study and develop two different Status Reports based on the communication plan you developed in Week 3 and 4. Based on the technical data provided (see below), create two different Phase 1 Status Reports to provide to the stakeholders identified and included within your communication plan as:

• High Power/Low Interest (quadrant 3 – Keep Satisfied)
• Low Power/High Interest (quadrant 2 – Keep Informed)

 

There are no guidelines on length, information to include, format etc. for the status reports. Instead, your status reports should demonstrate that you have an understanding of how to take raw technical data, translate it, and then communicate it effectively.

Items to consider when creating your status reports will be an update on the project’s goals, stakeholder expectations on action items, your recommendations, etc.

As part of the case study, we were going to conduct a Phase 1 pilot with the following goals:

• Conduct a pilot in a specific district for 60 days
• Categorize all calls as 1st or 2nd level support
• Analyze call data to determine feasibility of the entire scope of the project
• Complete pilot by March

Assume Phase 1 is complete and you are provided the technical data in an Excel document that contains the following 3 tabs of technical data:

• Weekly Call Summary: This shows the overall call volume from each of the support groups, contact center, and emergency support across the four weeks (28 days) the pilot was conducted.
• Contact Center Calls – Raw Data: This has the raw data from each of the 818 calls received by the contact center
• CC Calls – Pivot Tables: Theses provide a few of the basic data summaries in a pivot table for those that may not be comfortable using Excel. If you are familiar with creating pivot tables and pivot charts, you are encouraged to look at the raw data in others ways to provide the stakeholders the information you feel they need.