Integrated It Project Time Management Of Call Center Applications

As typical IT integration projects, Call Center integration projects includemultivendorplatform integration, customized application development, and integrationwith ERP/ CRM. Because of this, Call Center integration projects are more complicatedthan pure software development projects. Today, the schedule plan and control of theseprojects are based on traditional CPM (Critical Path Method), which lead to delay andlack of control.Accounting for the problems mentioned above, we focus on characteristics of CallCenter integration projects and embarrassment of CPM. The paper facilitates CCPM(Critical Chain Project Management) to improve the Call center integration projectmanagement. Then, the paper establishes a flow chart for schedule making, by a methodto distinguish critical resources, a method to cut durations of different tasks, and abuffer based method for schedule control.The result from the paper is helpful to make Call Center integration projectschedule, and lessen the influence of Student Syndrome and Parkinson's Law. Morethan that, an effective way was provided to control schedule, based on buffermanagement. Finally, by the flow-chart method, a new and general schedule for CallCenter integration projects was created, and the total duration of the project reduces to4/5 of original duration.In fact, Call Center integration projects always were considered as typicalintegration projects in IT industry, so the solution mentioned in the paper is very usefulfor other IT integration projects.