Project Charter: Tablet Implementation Project

Project Title: Tablet Implementation for Enhanced Customer Experience

Project Sponsor: Christoph Wilfert
Project Manager: Michael Wilfert
Date: 08/04/2023
Scope and Exclusion:
In-Scope:
 Implementation of tablet devices for customer interactions at our retail locations.
 Integration of tablet software with the existing customer database.
 Development of user-friendly interfaces for staff and customers.
 Training of staff members on tablet usage and customer engagement.
 Initial deployment of tablets at [List of Locations].
Out-of-Scope:
 Any modifications to the backend database structure.
 Integration with third-party loyalty programs.
 Online sales through tablet devices.

Benefits & Costs:
Benefits:
 Enhanced customer engagement and satisfaction.
 Streamlined order processing and information retrieval.
 Improved cross-selling and upselling opportunities.
 Real-time access to customer data for personalized interactions.
Costs:
 Tablet hardware and software acquisition: $XX,XXX
 Staff training and onboarding: $X,XXX
 Software development and integration: $XX,XXX
 Initial deployment and setup: $X,XXX
 Ongoing maintenance and support: $X,XXX per month

Appendix:
Misalignments among Stakeholders:
1. Misalignment: Disagreement on the priority of tablet implementation over other
customer service initiatives.
 Resolution: Addressed through a presentation of potential benefits and
immediate customer impact.
 Next Steps: Regular updates to stakeholders on project progress and benefits
realization.
2. Misalignment: Concerns about data security and customer privacy with tablet usage.
 Resolution: Detailed explanation of encryption measures and secure data
handling protocols.
 Next Steps: Conduct a data security audit post-implementation to ensure
compliance.
 3. Misalignment: Disagreement on the extent of staff training required.
 Resolution: Defined a comprehensive training plan focusing on both technical
and customer interaction aspects.
 Next Steps: Monitor staff performance and gather feedback for continuous
improvement.
4. Misalignment: Debate on the timing of tablet deployment at different locations.
 Resolution: Created a phased deployment plan based on store footfall and
customer demographics.
 Next Steps: Regular reviews of deployment strategy based on initial results and
feedback.

Project Team:
 Michael Wilfert - Project Manager
 [Names and Roles of Team Members]

Conclusion:
This project charter outlines the scope, benefits, costs, and initial misalignments of the Tablet
Implementation Project. By aligning stakeholders and clearly defining project parameters, we
aim to enhance customer experience, streamline operations, and achieve successful tablet
integration. This charter serves as a guiding document throughout the project lifecycle.

Approved by:
[Sponsor's Name] - [Date] [Your Name] - [Date]