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2015CMT3342 Computer Project ManagementGroup Report:Group 2Team MembersStudent NumberResponsible Sections???Leung Wai Kit, KeithM00518977Point 6Chan King Man, TomM00518911Point 6 and referenceWong Chi Chung, billM00518973Point 2 and 6.2Chan Tak Wa, Dicky?M00518999Points 6, 7 and Gantt ChartChu Chi Wai, DondyM00518990Point 3 and 6Leung Ching Pong, BennyM00519004Point 4 and 5?Kong Lang Don, Stanley?M00518901Point 1, 4, 5 and 6Leung Ming Ho, RayM00519714?Point 1 and 6?????????Contents TOC \o "1-3" \h \z \u 1.Executive Summary PAGEREF _Toc414223439 \h 22.Introduction PAGEREF _Toc414223440 \h 23.Project Management approach, Methods and Tools PAGEREF _Toc414223441 \h 34.Requirements analysis and design PAGEREF _Toc414223442 \h 75.Product development PAGEREF _Toc414223443 \h 116.Project evaluation PAGEREF _Toc414223444 \h 137.Conclusion PAGEREF _Toc414223445 \h 21Executive SummaryThere is a world tour show of “The Band” in Asia, Middle East and Africa. We will provide the e-ticketing system to promote and selling tickets all over the world, so as to make customers convenient and to increase the sales. In the winter of 2014, the customer approved the project we proposed – the one-stop solution of e-ticket selling system by Team2. To do this effectively and efficiently, a project team was formed and divided by different functional areas. The system is a web-based; mobile-friendly application. It provides ticket selling, event scheduling, dynamic seating plan and flexible venue design features – plus 7x24x365 availability.The system supports online payment via the famous payment system – PayPal to ensure end users are able to buy the ticket with our system over the world.In addition, the system provides promotion code feature to provide ticket discount during payment.For the fans club members, they can enjoy an exclusive discount and free ticket by entering the promotion code. It is an attractive offer for promoting the concert and stimulating the sales. The whole project is estimated to spend UK?10,000 to employ extra manpower, install new software and system, and implement new hardware and infrastructure, and maintenance. Finally, the system changed to bilingual, we spent some man-days to complete the task. Thus, the total project cost was raised to UK?11,000. Fortunately, the project was well prepared with good communication and understanding, so the project could be delivered on time.The system has been go-live at 00:00 2-Apr-2015 (GMT+8).IntroductionOur aim of this project we provide an online system for “The Band” selling the ticket and promote their tour. “The band” is planning a one-month UK tour in May 2015, this will be followed up a three-month tour around the world including Asia, Middle East and Africa. Therefore, our company has developed a e-ticketing system to help “The Band” selling their ticket all over the world; of each place, customers can purchase anytime and anywhere on the internet via our e-ticketing service. Our e-ticketing system can increase the selling amount of "The Band" as the internet works 24x7. Our objective of this project we offer e-ticket system services included the Asia, Middle and Africa. We have collected the each country tickets sales results as follow. The customer visits our e-ticket system total of 220,000 and through our e-ticket system to buy the tickets of 200,000. In addition, the total tickets sales reached 85% of each place. During the project sponsor requested a change about the support Chinese language of ticketing system. Therefore, we need additional two man days and ?1,000 for this change issue, so our project cost raised from ?10,000 to ?11,000.The following e-ticket system functions for “The Band”Event Calendar Member Registration systemOrdering systemSeating plan functionPayment system We collected the comments from the 100 customer about the e-ticket system by Likert scale (refer to appendix 1), the result rate was 4 point, based on the result the overall feedback was very positive. During the project, the sponsor requested the interface need to change support Chinese language, we need to evaluate the cost, time, resources and scope, and finally we have completed and solved the issues. This report divided seven sections Executive Summary and Introduction, the second part is PM Approach, Methods and tools, Requirement analysis, development and design, Product development, includes demonstration of the product marks, finally we will present the Project evaluation and conclusions.Project Management approach, Methods and ToolsProject Management ApproachWe start with general overview system design and analysis of systems from the project. We chose PMBOK framework as our reference methodology because it can be effectively managed each phases and to help bring control and governance so that the web portal can be transitioned to production and on time through consistent use of repeatable processes. The methodology that allows users to review all phases until the users are satisfied with the e-ticket system web portal.Kathy Schwalbe (2012) states the importance of Project Management for many organizations are recognizing that to be successful; they need to use modern project management techniques, especially for IT projects.The PMBOK [PMI,2008] that offers knowledge areas that will help in all aspects of a project life cycle (such as Scope, Time, Cost, Quality, Human resources, Communications, Risk, Integration, Procurement) organizes the project management processes into five key process groups and to aid in project delivery. Figure 1 PMBOK [PMI,2008]We predicted that characteristics specific to small organizations create benefits and challenges to the project management process. According the PMBOK (PMI, 2013b) points out that the process of tailoring is the responsibility of the project manager when it says: We considered the higher administrative costs of contract management and the project costs resource allocations. Therefore, we customized the PMBOK methodology, and should be in line with other resources.To reduce uncertainty and confusion that typically occurs at the project initiation phase. We defined the project organization structure which strong project controls and centralized lines of communications. A properly designed project organization chart is essential to project success.The following organization charts shown project team structure.Chart 1. Team organization chart Risk management is very important and able to improve project smooth tasks, reduce trap, and increases successful rate. According to [Kerzner, (2003)] defines risk “measure of the probability and consequence of not achieving a defined project goal.” Risk management bring structure and order to the various elements of uncertainty within a project. The purpose of the Work Breakdown Structure is to define the full scope of the project control and morning.During the application development, which are Identification of risk factors in the start and continuously. Ensures that we map the exact customer requirements. Always focus on exact progress which is the executable software. Most of changes are identified and accommodated in the development phase. Conclusion by [Besner and Hobbs, (2006)] Risk identification have come from sequence of identification, analysis, responses, and monitoring .We have developed a risk management toolkit to help to develop risk management practice. Risk register provides the basis checklist reviews of a project event logging. It can addressing the risk and fast responses in the process [Patterson and Neailey, (2002)]. In order to gain from ongoing process through the project take the risk log and list out identified risks to take the preventive action. In addition, the results of feedback take more experience for next projects reference. Regularly monitoring the risks are essential steps which reflect every resolution of the risk items, taking corrective action when necessary. This register is updated biweekly to ensure project sponsors aware the risks encountered within the project. Risks will be reviewed by a group of individuals representing all components of the project organization, to ensure identification of all risks. A key to successful risk management is that proactive actions are owned by individuals and are monitored. [Larman, (2004)]To achieve the goal of e-ticket system web portal, we have been chosen prototype as a development technique because it through user feedback of the system in use and changes in the application itself. The main advantage to this is the constant improvement of the system to fulfil the requirements of the users.To gather information from fact-finding methods are suitable to accomplish the project’s objective by first identifying on e-ticket system implementation. The face-finding method consists of observation, interview and questionnaires. Once information was gathered a prototype is developed as to support the findings. The following will be discussed in details.Observation which face-finding techniques wherein the systems analyst either participates in or watches a person perform activities to learn about the system. For this project, System Analyst was visited to observe the popular website “HK Ticketing” online ticket system of buying ticket behavior and operations. Having that reference website that can produce a better system for the user used.Interview is the another method used to directly gather some information during the system analysis phases to develop the system because it can direct get the information from the user so we can know what are the requirement from the user. In order to more accurate information regarding the system, System Analyst had asked with 10000 concert audience from different view as below:Does you online booking the ticket?What online system used?Do you think the current system user friendly for the user?What do you think about user interface of current system?Does this is current system often error occur?What suggestion do you have for improving current system?After, initial research was done from customer. We found out that layout language of the web portal on AP site cannot change to Chinese. For best practices and improvement, we developing strategies for engaging stakeholders in project decisions and execution. Because, we organizations are flatter, and likely to have fewer stakeholders at the top management level, decision-making can flexibility to change.Requirements analysis and designBackground of the projectThe Band is planning a three month tour around the world. We provide a platform to publicize and promote the tour. We also provide a platform to users to register customers and sell tickets.User and business needs analysisThe information of user requirements and business needs to be collected by using questionnaires, focus group and prototypes.Stakeholder analysisWe identified the stakeholder of the projects, to address the conflict between different stakeholders and developed the proper action plans to increase the project success rate.The summary of all requirements as follows:RequirementsUser requirementGeneric Functional requirementsAccessibility areasFocus on web and end user device accessibility The system shall provide users with detailed accessibility instructions and guidelines for the implementation of accessible Web, Mobile applications, Web services and/or description languages. Where appropriate, each user preferences shall combine different kind of disabilities, assistive technologies and accessibility standards. The system shall support potential users to select one or more of the stored accessibility standards or guidelines.The system shall support different potential users (developers, designers, IT managers, etc.) to test its developments against any set of selected accessibility criteria and/or rules specified by users. Focus on system featuresThe system should provide venue setup with different dynamic seating plan and leveling featureThe system should provide event setup featureSupport famous browser as well as mobile friendlyPayment options and securitySupport Paypal or equivalent world-class payment gatewayProvide end-to-end encryption during payment There mainly 2 types of stakeholders, internal, such as the tour manager, admin staff. The other one is externals, such as the fans, ticket buyer.System requirements 1.The tour manager needs to be able register the gigs2.Specify a seating plan for each venue3.Register fans of The Band4.Sell ticketsHardware and software requirementsOn-premise setup specificationHardwareServerHP DL380 Gen8 x2SoftwareOperating SystemCentOS 7.0Web ServerApache 2.2Database ServerMySQL 5.0Ticket SystemFusion Ticket (Open Source) - Fusion Ticket is open source online ticketing / advanced sales software for any kind of event - festivals, theatres, sports, clubs, parties, education and more. Features include online ticket sales and offline sale points, e-tickets with barcode, full customization with templates, ticket taker support and much more.Changes requirementsChange request has been handled by the change managementProject team evaluated the change and estimate the impact to avoid the overtime and over budgetAll change request need to get approval from the project sponsorChange in projectBy default, the system display language is English.In the project, we have one change request from the project sponsor for changing the ticket system display language to Traditional Chinese on 8-Dec-2014.It is because the tour will be held at the Asia. Traditional Chinese is more easily read by the Asian. For the user experience, there is user friendly for the Asia users.We have been completed the change request accordingly and included in prototype 2 on 11-Dec-2014.System designWe have created the login area at the home page left hand side. User can easily to find the login area when they open the webpage. Below the login area, there is a register new user link, user can easily do the user registration. After the registration completed, users can buy the ticket via the system. Figrue 2 Change of interface languageThere is different seating sections and price to let the users select the most favor area to enjoy the show. There is also a seating plan for them to buy the ticket.Figure 3 Every DetailsFigure 4 seating plan screenPayment methodThe ticket system support PayPal to pay the ticket. User can pay for the ticket online. The ticket and invoice will be by email to the user. User just need to show the email to staff and then they can enjoy the show. For the fans, they will get the ticket code by the fans club email to have the discount and free ticket by enter the ticket code.Figure 5 Payment interfaceFigure 6 Payment by PayPal SANBOXInvoice and Ticket templateUser will receive an email with attached invoice and ticket.Figure 7 - Invoice templateFigure 8 ticket templateProduct developmentDetailed description of the design and development of the systemTo fulfill the basic requirements, we have find the open source application which is called Fusion Ticket. It just included the basic ticket system function. For example, create the event with the basic information, book the event tickets. We need to modify the application to fulfill all the requirements.First, we need to create the user login. In our team, there are 2 developers, therefore, we divided the task into 2 part, login user interface, and the database part.Figure 9 Login dialog boxThe login ID is user email address.After user registration, email activation is required before login the system.For the user login database part, create the new table for store the user information and password.After the user login part created, we need to integrate with the ticket system to let the authenticated user to book the ticket.Secondly, we need to create the seating plan for the ticket system. There is a seating plan module for the ticket system. We have downloaded the seating plan module and apply it to the system.After the seating is ready, we need to plan the online ticket selling. We have design integrate the PayPal to the ticket system. PayPal is the one of the most popular online payment system. We are using the sandbox PayPal account to test the online ticket system to ensure the PayPal and ticket system is fully integrate.We have made some enhancement on the event location. We have integrated the google map to the event location. Figure 10 Venue location with Google map integrationBy default, the display language of the application is English. We have made the change of the display language to Traditional Chinese to take care of the Asian. We need to create another database table to store the language information.Web/database architecture designsWe had setup the web server cluster farm to load balancing the web server loading and perform the web service redundancy. We also setup the database mirroring to grantee the database redundancy. Since the architecture are virtualization platform, web server farm and the database cluster can easily to scale out or scale up to improve the performance and the redundancy.At the beginning, we have just built the simple architecture for the application, no failover or cluster feature. We have built the hypervisor and 2 virtual machines, one is the web server and second is the database server.At the second phase, we tried to build the web cluster farm to perform the load balancing and redundancy.After the web cluster farm work properly, then we tried to build the database mirror cluster to grantee the database operation can run continually.Finally, the web cluster farm and database mirror cluster are built to perform the cluster protected environment.Project evaluationProduct usability evaluationWe use the survey to collect the customers’ satisfactions by using ‘Likert Scale’ survey. QuestionsResultUser friendly interface4Functions are matched of their need4Easy to use4Product Testing EvaluationWe used prototyping development model of the Software Development Life Cycle (SDLC). We have 2 phases of prototype to demonstrate. In phase 1, we demonstrated the online ticketing function, stakeholder accept it and just give some comment on the system language. Therefore, in phase 2, we made a change on the system language.FunctionResultUser RegisterOKUser LoginOKEvent CreateOKSeating planOKOnline paymentOKProduct result evaluationDuring the development, we encountered some error on the online payment. We have asked the PayPal to solve the problem. Finally, the problem is solved.After the phase 1 demonstration, stakeholders have some comments on the system language; ha ask us to change the system language to Traditional Chinese. We confirmed to make this change on phase 2 prototype.During the phase 2 demonstration, we have changed the system language and the stakeholder finally accepted.FunctionResultTraditional ChineseChange made and OKDevelopment process evaluation – ScopeSuccess of ProjectScope manager need to handle change management was required, when the scope need to be changed during the project, he have prepare the change management plan. In Addition the stakeholder have a change request, therefore we need additional two man days and ?1,000 for this change issue, so our project from ?10,000 raised to ?11,000. Also ensured the project work required to deliverables, we need to control and monitor all the processes on time and not over budget. Finally, we can be fulfilling all requirement and success of this project. PlannedActualNumber of change request21Project of working days111days111daysLesson learntFor this project, we have collected the requirement from sponsor unidentified. We have need to frequency meeting with stakeholders and teammate to improve our product. In the future, we should be using other management method to improve the efficiency and preciseness. Form 1 Change Request FormForm 2 Change Management LogDevelopment process evaluation – TimeWe created a Project Gantt chart according work breakdown structure. It listed project tasks that need to be done to complete the project. We set time to plan to each task with allocated resources; like labor and time cost.The actual progress has to be monitored and have to be updated to all project team members to ensure that all tasks can be completed no later than planned ending date. However, a change request was received on 12 Jan 2015 from sponsor. The system interface have to be support bilingual that needed additional two man days to complete the project. Fortunately, the project was completed on time.Chart 2 Performance IndexWhat I have learntA good time management control is very important to Project Management because late completion of a project is not only increase the cost of resource and it will not be accepted the sponsor.Development process evaluation – CostWe have applied the EVM method to help the management team to monitor and control the budget and timeframe of this project. The cost manager will record and update the following table and meet up with each team leaders on a weekly basis to review the development.631825635Success of ProjectOur initial budget for this project is ?11,000 and our actual spending was ?10,350, our CPI value of 1.04 which means this project is within our budget cost. What was exciting about this result was that our stakeholder made a change request on week 12 and we immediately had to put everything on hold. We had to gather every team leaders for their next step and review on what needed to be done next in order to be on track again. Everything turned out to be a success at the end. 73660089535 Chart 3 Cost Performance Table601345123825Chart 4 CPI Value TableWhat I have learntI have learned how to plan and manage cost efficiently. I understand the rules about calculations and the importance of CPI value. Every value has to align with the cost management policy and budget after each change request and every value also matches each other. This project also gave me a great opportunity to communicate and interact with team members. 6858009525Chart 5 CPI Value TableDevelopment process evaluation – RiskIntroductionWe applied PMBOK risk management framework and recorded the risk on risk register (appendix C) which based on the potential risks have been identified to manage project risk. Risk processesDuring the project period, we identified several medium risk items would be addressed by management that help suitable risk management processes. From the risk register, there are five “Expired Risk” which fix up on time and under budget. On the other hands, there is one “Live Risk” which need to further discuss the disaster recovery plan for development server to prevent software development team out of services. The recommendations as a guideline for businesses to recover quickly from a disaster and maintain development operations.Lessons learned.Learned from the hardware failure of the development server. While disaster recoveries taking long periods, the businesses are some significant that could not carry out the plans they had in place. This impact cannot be undone and the financial losses will not be easily recovered. Development process evaluation – QualityWe have implemented quality management tools to ensure the deliverable meet the user requirement.System bug estimationEstimateActualMinor bug5039Major bug52Fatal bug00Actual system bug is much less than the estimated.Cause and effect diagramsFigure 11 Cause and effect diagramA cause and effect diagram is created to help to find out the system issues. Slow check out process has been identified the failure of PayPal system. Development team has worked with PayPal to fix the issues.Chart 6 System IssuesPareto diagramsFrom the Pareto diagrams found the response time is not good as expected. Developer has reviewed the code and found there were some program logical errors. The performance has been improved for check out, login and page load.Control chart of system response timeChart 7 Control chart of system response timeWe have tested the system response to ensure the user can get a good user experience when buy tickets. The mean of page response time is 1.2 seconds. At first six days the response time is higher than the mean response time. So the development team has done a system tuning and then the response is most are less than 1 second. Throughout the testing period, the response time has never exceeded the control area.Lesson LearnWith the Quality management tools it is much easier to identity the issues and problem area. It also helps the communication. Pareto shows the biggest problem of login and check out issues. So it tells the team the proper QM tools and right criteria can help to maintain the quality and identify and solve the issues at the shortest period of time.Team evaluationEach team member was responsible for one PMP area. The team was not very familiar with the PMP areas at the project start. Each members spent some time to understand the area they responsible for. When the project started, the team based on the requirement and selected the Fusion ticket as platform for system development. The development site was set up after the software is confirmed. It was a big help on development, system testing and prepare the prototype for the customer.During the project, the team had weekly meeting on projection progress discussion.We also used Dropbox as a media to share the project documents. WhatsApp and email are used for communication. The team could communicate efficiently.AreaToolsDocument sharingDropboxTeam CommunicationWhatsApp & emailMost team members completed the work as scheduled. The project has completed on time and met the budget with additional ?1,000 for change requested.Some ground rules have been defined before project started but the team had never executed the rules. Ground rules should execute in order to work more efficient.Chart 8 Team evaluationsIf we work again, we should stick on the ground rules to have a better project discipline. The project leader with more PMP knowledge should pick up the integration area to oversee the entire project.ConclusionThe project completed and all functions and features delivered to “The Band” on time as per projects design and met most of the scopes, which stated in work breakdown structure. However, there was a 10% (?1,000) exceeds per the original budget amount at ?10,000 because “The Band” requested to change portal design to support Chinese Language on 12 Jan 2015. Fortunately, it did not delay the project and the overall comments about the delivered products from customer’s “The Band” as well as the customer’s satisfactions result are positive according to the project evaluation process in term of scope of works, risk, quality, time and cost management.The project team had learnt from this project is because in last the last few months; from the beginning to the closeout this application development project; all team members are too much focus on time, cost and scope; the “traditional triple constraints” as Figure 12. If team members can make use of the “complex comparing constraints” as Figure 12 instead; Image/Reputation, quality and value; for the user’ point of view, the change request may not be happen because “The Band” three month tour around the world was including Asia where Chinese Language support should be included in the Tickets system in order to serve the customer and Fans come from Eastern Asia; like Mainland China, Hong Kong SAR, Macau as well as Taiwan.Figure 12 From Triple to Competing Constraints CITATION Ker11 \l 1033 (Kerzner, 2011)In the next project, delivered the system from the benefits point of view is curial to project success because deliver a poor systems to user can not satisfy user requirement as they are more interested on the business value result in order to align with user’s concern and goals.ReferenceBesner, C. and Hobbs, B., (2006). The perceived value and potential contribution of project management practices to project success. Project Management Journal, 37 (3), PP. 37–48.Kerzner., (2003). Project Management, A systems Approach to Planning, Scheduling, and Controlling, 8th ed., Chapter 17.1.Kerzner, H. R. (2011). Project Management Metrics, KPIs, and Dashboards: A Guide to Measuring and Monitoring Project Performance. In Project Management Metrics, KPIs, and Dashboards (p. 27). John Wiley & Sons.Larman, C., (2004). Agile and Iterative Development: A Manager's Guide. Boston,Addison Wesley.Patterson, F.D. and Neailey, K., (2002). “A risk register database system to aid the management of project risk”, International Journal of Project Management, 20 (5), PP. 365-374.Project Management Institute. (US) Standards Committee. A guide to the Project Management Body of Knowledge (2008)Schwalbe, K. (2012). In Sabatino J. (Ed.), Information technology project management?(6th ed.). AppendixSurveyWhat do you think of the ticketing system?User friendly interfaceO strongly agreeO agreeO neutralO disagreeO strongly disagreeFunctions are match of their needO strongly agreeO agreeO neutralO disagreeO strongly disagreeEasy to useO strongly agreeO agreeO neutralO disagreeO strongly disagreeTeam evaluation form Risk logPart of Gantt Chart ................
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