ASSIGNMENT 1 FRONT SHEET

Qualification BTEC Level 4 HND Diploma in Business

Unit number and title Unit 6: Management of a Successful Business Project (5039)

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Student name Nguyễn Lê Trạng Nguyên Student ID GBD210645

Class GBD1009 Assessor name Phan Tran Phuong Trang

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 1. Introduction
A beachfront hotel called Canvas Hotel offers 126 exquisite rooms as well as luxurious spa services,
top-notch fine dining, a stunning infinity pool, a lively bar and nightclub, and a fitness center. The
hotel provides visitors with all the charisma of a modern hotel, the deeply unique appeal of a beach
hotel, and the seamless conveniences, amenities, and sophisticated elegance of 5-star lodging
(Canvas Hotel, 2023). A dedicated and experienced team in the hospitality and tourist industries
came up with the idea for and constructed the Canvas Hotel. For those who desire to share a special
experience of rest and togetherness, the presidential suite is a warm haven of renewal and
relaxation (Canvas Hotel, 2023).

The recent global COVID-19 pandemic has had a significant impact on business. As a result, social
contacts decline, and supply and demand are strained. Businesses are struggling to recover. As a
result, Canvas Hotel places a high priority on client pleasure. The organization focuses on service
quality and customer experience.

2. Analysis
2.1. Theoretical base of a project management plan
2.1.1. The Project life cycle (PLC) and its importance to the success of the project
2.1.1.1. The Project life cycle (PLC)
The development stages from the start to the end of a project are known as the project life cycle
(PMI, 2018). It assists the business in creating a plan to get the job done. At the same time, it helps to
make decisions like when to allocate resources to the project, how to evaluate the progress of the
project, and other issues. There are 5 stages of PLC: Initiating, Planning, Executing, Monitoring and
Controlling, Closing.
Initiating: According to PMI (2021), the first phase of the project life cycle begins with Initiating. It
systematically gathers all available information together to determine the scope, cost, and resources
of the project. The goal of the initiation phase is to give a rough summary of a project and
understand what the project needs to do and achieve to be successful. In addition, this phase must
identify the project stakeholders and ensure that they all share the same perception of the project
and the business case and problem the project is trying to solve.

Planning: PMI (2021) defines planning as the stage of defining all the work that needs to be done
and creating a roadmap that the business must follow for the project. This is where companies
figure out how to execute projects and answer the following questions: What do businesses need to
do to achieve the project's goals? How will businesses do that? Who will involve?

According to PMI (2021), the planning phase leads to a project plan outlining activities, tasks,
dependencies, timeframes, and costs. In addition, care should be taken when developing a plan for
resources, quality, risks, acceptance criteria, communication, and procurement. Once the business
has been planned, they have laid the foundation for the rest of the project management phases.

Executing: At this point, firms will start doing the anticipated work and fulfilling the project's
needs. This stage demonstrates management for interacting with stakeholders, effectively allocating
resources, and integrating and putting into practice the project's planned activities (PMI, 2021).

Monitoring and Controlling: This is one of the most difficult areas in the project management
cycle. It deals with performance reporting and project monitoring and control. That means making
sure the project is going according to plan and if not, keeping it under control by coming up with
solutions to get it back on track. PMI (2021) stated that monitoring is the process of collecting
information about project performance, generating performance metrics, and communicating
performance data. Comparing actual performance with planned performance, analyzing
discrepancies, identifying trends to impact process improvement, weighing potential solutions, and
recommending necessary corrective action as needed are all part of control (PMI, 2021).

Closing: At this point, the business will evaluate and analyze the performance of the project. In
addition, it discusses the strengths and weaknesses of the project and the team, what happened or
did not go well, and how to improve the future (PMI, 2021).
 2.1.1.2. The importance of PLC
PLC is significant because it aids the project manager in facilitating and leading. Project managers
have a road map through projects thanks to the project life cycle. At each step of the project, it
outlines where to begin and where to proceed next. Businesses will have a dependable framework
to fall back on when needed. They help companies decide whether to allocate resources to a project,
how to assess project development, and other matters (Pinto, 2019).

2.1.2. The factors to be considered when compiling a project management plan

A Project Management Plan (PMP) is created by defining, organizing, and coordinating all of the
plan's elements and combining them into a single, comprehensive project management plan. Pinto
(2019) states that although there are 10 knowledge categories, this study will focus on six of them:
Scope, Schedule and Timing, Cost, Quality, Risk, and Stakeholder Communication.
Project Scope Management is one of the most important areas of project management knowledge.
It includes project scope management, which refers to the work that needs to be done on a project.
According to Pinto (2019), the detailed project scope statement, either directly or by reference to
other documents, including Scope description, Deliverables, Acceptance criteria, and Project
exclusions. Another part of this area is the work breakdown structure (WBS), which is a graphical
analysis of the project's work (Pinto, 2019).

Project Schedule and Timing Management involves estimating project durations, creating project
schedules, and monitoring project team progress to ensure projects are completed on time. To do
so, the first thing to do is define the tasks that will be included in the project schedule. Those project
tasks are then put in order reasonable and any dependencies between them are noted. These
dependencies are then defined as finish-to-start (FS), finish-to-finish (FF), start-to-start (SS), or
start-to-finish (SF). This is mainly for larger projects. With the tasks now in order, the project
resources required for each task must be estimated and assigned. The duration of each task is also
determined at this point. All this leads to a schedule.

Project Cost Management includes the processes involved in estimating costs, determining the
budget, and controlling costs (PMI, 2018). According to PMI (2021), it will outline methods for
setting budgets, including how and if the budget will change and what processes will be used to
control the budget. Each project task will have to be cost-estimated, which means including all
resources such as labor, materials, equipment, and anything else needed to complete the task.

Project Quality Management includes the methods for combining the organization's quality policy
for the planning, managing, and regulating of the project and product quality requirements to
achieve the goals of stakeholders (PMI, 2021). These processes are part of the organization’s quality
policy.

Project Risk Management includes the activities of undertaking risk management planning,
identification, analysis, reaction planning, response implementation, and risk monitoring on a
project (PMI, 2021). To maximize the odds of a project's success, project risk management aims to
raise the probability or impact of positive risks and lower the probability or impact of negative risks
(PMI, 2021). Project risk management can flag impending problems and equip you with the means
to address and overcome them, rather than create major complications.
Project Stakeholder Communication Management - all stakeholders are informed of the project's
status and have timely access to the information they require thanks to project communication
management. Setting up channels for communication, interacting successfully with team members
and other stakeholders, and handling stakeholder disagreements are all included in this.

2.2. Project Management Plan (PMP)

2.2.1. Background and purpose
The Covid-19 pandemic has had a huge impact on the world economy. Besides, Covid-19 also
claimed nearly 15 million people worldwide. Most countries choose social isolation and blockade to
prevent the pandemic. However, these ways affect not only the economic activities of a country but
also the whole world. In particular, small and medium-sized enterprises (SMEs) have been hit hard
in terms of severe revenue decline, emergencies of financial difficulties, and lack of human
resources. In the context of the closure, the world tourism industry is more severely affected than
other industries, especially the hotel sector (Bruhan, et al., 2021).

In Vietnam, the first blockade order was implemented in 2020, the tourism industry of Viet Nam in
general and of Da Nang City in particular, is seriously affected and is of great concern. Consumer
spending on travel and tourism, hotel, conferences, and weddings has plummeted by two-thirds.
The majority of tourist and hospitality-related services and activities were stopped or scaled back,
which had severe consequences, including a loss of revenue for the industry and job losses for
workers.

This research paper will focus on SMEs in Da Nang City, specifically Canvas Hotel. This study will
help businesses find solutions, improve and supplement services to attract customers and increase
customer satisfaction with Canvas Hotel. Besides, it also contributes to the recovery of the tourism
industry of Da Nang City.

2.2.2. Scope
2.2.2.1. Scope description
Research the factors affecting customer satisfaction

Solutions to increase customer satisfaction to improve and recover Canvas's business after the
Covid-19 pandemic
 2.2.2.2. Deliverables
Objective: To conduct a study on SMEs in Danang, especially Canvas Hotel. And it cares about
increasing customer satisfaction for the hotel.

Specifically: Factors affecting hotel satisfaction: service quality, hotel security, staff attitude, and
domestic customer experience towards Canvas Hotel. These factors are expected to enhance
customer satisfaction.

Measurable: Collect responses from 30 Vietnamese customers using a survey form.

Attainable: The recommendations from this study will increase the level of customer satisfaction
and attract potential customers, improving the position of the hotel.

Relevant: The quality of the hotel's service and security is always what attracts the most guests.
Besides, the attitude of the staff and the customer's experience are the conditions for customers to
be impressed. Improving these factors will increase customer satisfaction.

Time: The project is completed in 7 weeks, and all will be on schedule.

2.2.2.3. Acceptance criteria

- Data must be collected from at least 30 people.

- The survey must follow the schedule

- Survey questions must be related to factors affecting customer satisfaction.

- Closed-ended question

- Recommendations must be drawn from the hotel's weaknesses and reliable research

2.2.2.4. Project exclusions

- Survey subjects are not foreign customers.

- Data is not collected by interview

- Not an open-ended question

- Do not study the factors that increase employee loyalty

2.2.3. Project timeline
2.2.3.1. Work Breakdown Structure (WBS)

Work Begin date End date

Prepare information 08/05/2023 17/05/2023
Collect data 18/05/2023 27/05/2023
Write report 28/05/2023 20/06/2023
Finish report 21/06/2023 25/06/2023

2.2.3.2. Schedule of the project

Work Duration (days) Begin date End date
1. Prepare information 10 08/05/2023 17/05/2023
1.1. Identify issues 5 08/05/2023 12/05/2023
1.2. Create questionnaires 5 13/05/2023 17/05/2023
2. Collect data 10 18/05/2023 27/05/2023
2.1. Customer survey 3 18/05/2023 20/05/2023
2.2. Analyse data 7 21/05/2023 27/05/2023
3. Write report 24 28/05/2023 20/06/2023
3.1. Compare the result 16 28/05/2023 12/06/2023
3.2. Feedback report 8 13/06/2023 20/06/2023
4. Finish report 5 21/06/2023 25/06/2023
4.1. Error checking 4 21/06/2023 24/06/2023
4.2. Submit the report 1 25/06/2023 25/06/2023
 2.2.4. Project cost estimation
WBS Level 2
Unit: VND Units/Hrs Cost/Unit/Hrs Subtotals % Total
Totals
WBS items
1. Project
49,000,000 60.89%
Management
Project manager 300 80,000 24,000,000
Project team members 500 50,000 25,000,000
2. Office equipment 20,000,000 24.85%
Devices (Computer,
2 10,000,000 20,000,000
Phone)
3. Activities 6,480,000 8.05%
Training cost 24 70,000 1,680,000
Travel cost 6 200,000 1,200,000
Water, electricity 500 6,000 3,000,000
Surveyor 30 20,000 600,000
4. Costs incurred 5,000,000 5,000,000 6.21%
Total project cost
80,480,000 100%
estimation
2.2.5. Project quality management and control
Quality control:

- Monitor and record results during project implementation

- Compare expected performance and actual performance to ensure output quality

- Results must be on par with customer expectations

- The product must meet the standards of the relevant parties

Cost control: Monitor the progress of the project and ensure that the project cost baseline is kept
constant.

Schedule control: the complete schedule of the project must be updated and all work managed
according to the baseline project timeline.
 2.2.6. Project risk management
Technical Risk -> Technology Risk: Organizational data security, customer information security,
and information security will be threatened. If the technology system is old, it will disrupt the
service, interrupt the project, or maybe the project will fail. If the technology system is new, it will
increase the cost of buying new software, training employees to adapt to new technology

Management Risk -> Operating Risk: Poorly implemented basic processes cause project delays.
Quantitative and qualitative data are not enough to affect project operations.

Human Risk:

Financial Risk:

Communication Risk

External Risk: Đại dịch, bão, thiên tai, xung đột chính trị.

2.2.7. Stakeholder communication

Communication Description Frequency Format Participants/ Form Person in
Type Distribution charge
Weekly logbook Summary of Weekly In Person Project Weekly Project
project supervisor logbook manager
status Project
manager
Draff version Summary of As need In Person Project Draff Project
findings supervisor results manager
Project
manager

Name Title Email Number phone

Nguyen Le Trang Nguyen Project manager nguyennltgbd210645@fpt.edu.vn 0974700066

Phan Tran Phuong Trang Project supervisor trangptp2@fe.edu.vn 0903575152