Capstone applying project management in the real world weekly challenge 4 answers
Reflection: Summarizing project problems
1. In this activity, you’ll act as Peta and summarize an email regarding a problem with the Sauce & Spoon test pilot. You will summarize the problem to Deanna, the Director of Operations (a stakeholder). To begin, please read the email below:
To: Peta (Project Manager)
From: Gilly (North Location General Manager)
Subject: Customer Survey Results
Hi Peta,
I reviewed the customer survey results from the tablet pilot test launch. From my perspective, one piece of negative feedback stood out from the rest. Several of the customers mentioned they had a negative experience when paying with cash.
I believe this is an important issue to resolve because about 10% of our customers pay in cash. I think it may negatively impact the restaurant if 10% of the customers are having a negative experience with the checkout process. This could lead to less repeat customers. It could also lead to unenthusiastic word-of-mouth and less than stellar online reviews.
We should come up with a new process to more quickly handle cash payments. I really like the new tablets, but we need a checkout process that works well with both the credit cards, and cash. Regarding the new process, it would help to make cash more accessible to our wait staff. Currently, they have to go to the bar to access the cash register. We should consider adding a second register by the kitchen. Also, to get ahead of the issue, I think wait staff should ask customers if they’re paying with cash or a credit card.
Please let me know how we should proceed with an improved cash checkout process. I think we can figure out something that will work well alongside the new tablets. I’m excited to use the new menu tablets full-time!
Sincerely,
Gilly
General Manager - Sauce & Spoon North Location
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Have you read the email?
I have!
2. Using the email above, describe the problem that Peta needs to address to the stakeholder Deanna, the Director of Operations.
A problem to consider is the slow cash checkout process.
3. Using the problem you identified, explain it in a professional manner to Deanna, the Director of Operations. Remember, it’s your responsibility as a project manager to synthesize information into a short summary that clearly communicates the issue to the stakeholder. Consider including how to resolve the issue. Write 1-2 sentences.
One way to communicate the problem to Deanna could be:
On the feedback survey, customers stated they had a slow checkout experience when paying with cash, which will negatively affect about 10% of customers. Gilly and I recommend asking customers if they are paying in cash or credit, and adding a second register next to the kitchen.
Reflection: Connecting problems to goals
4. In this activity, you will consider how the email scenario from the previous activity ( Peta and Gilly’s checkout challenge) could impact Sauce & Spoon’s objectives and key results (OKRs). Start by reviewing the email:
To: Peta (Project Manager)
From: Gilly (North Location General Manager)
Subject: Customer Survey Results
Hi Peta,
I reviewed the customer survey results from the tablet pilot test launch. From my perspective, one piece of negative feedback stood out from the rest. Several of the customers mentioned they had a negative experience when paying with cash.
I believe this is an important issue to resolve because about 10% of our customers pay in cash. I think it may negatively impact the restaurant if 10% of the customers are having a negative experience with the checkout process. This could lead to fewer repeat customers. It could also lead to unenthusiastic word-of-mouth and less than stellar online reviews.
We should come up with a new process to more quickly handle cash payments. I really like the new tablets, but we need a checkout process that works well for both credit card, and cash. Regarding the new process, it would help to make cash more accessible to our wait staff. Currently, they have to go to the bar to access the cash register. We should consider adding a second register by the kitchen. Also, to get ahead of the issue, I think wait staff should ask customers if they’re paying with cash or a credit card.
Please let me know how we should proceed with an improved cash checkout process. I think we can figure out something that will work well alongside the new tablets. I’m excited to use the new menu tablets full-time!
Sincerely,
Gilly
General Manager - Sauce & Spoon North Location
----
Have you read the email?
I have!
5. Review the following list of Sauce & Spoon OKRs. Pick 1-2 OKRs that could be impacted by the problem Gilly describes in the email. Write them in the box below.
Serve delicious meals and provide an enjoyable dining experience in less than an hour
Keep our operating expenses low and our budget precise in order to focus on providing high-quality food
Ensure each large investment undergoes an analysis and results in a positive return.
Maintain a 4.5 star rating on our review platform
Consistently innovate through annual projects, like menu tablets, to give customers a better dining experience
Host quarterly employee ideas and feedback night
Did you choose “Maintain a 4.5 star rating on our review platform” or “Serve delicious meals and provide an enjoyable dining experience in less than an hour?” These two OKRs could be affected by the problem addressed in Gilly’s email to Peta.
6. Select one of the OKRs you chose in the previous question. Then write 1-2 sentences to stakeholder Deanna (the Director of Operations) explaining how the project problem could affect the OKR. Remember, it can be helpful to reference OKRs when communicating with stakeholders about project problems.
One example could be:
“If we don’t provide an efficient cash checkout process, it could lower our online reviews and impact our OKR of maintaining a 4.5 star rating.”
An example with the other OKR could be:
“If we don’t provide an efficient cash checkout process, it could cause delays that affect our OKR of providing an enjoyable dining experience in less than an hour.”
Activity: Complete the project closeout report
7. To pass this practice quiz, you must receive at least 80%, or 4 out of 5 points, by completing the activity and answering corresponding quiz questions. You can learn more about the graded and practice items in the
Course Overview
.
Activity Overview
In this activity, you will complete a closeout report summarizing the Sauce & Spoon menu tablet rollout project.
Scenario
Review the scenario below. Then complete the step-by-step instructions.
The Sauce & Spoon tablet rollout is now complete! Peta is finalizing the project by creating a closeout report that details the project’s goals, the approach for carrying out the project, and its key accomplishments. Completing the project closeout report is especially important because Sauce & Spoon has just hired a second project manager, Molly Edwards, to help Peta oversee the tablet rollout at the remaining restaurant locations. Molly will reference Peta’s closeout report as she onboards and begins planning her own projects.
Step-By-Step Instructions
Step 1: Access the template
To use the template for this course item, click the link below and select “Use Template.”
Link to template:
Closeout Report
OR
If you don’t have a Google account, you can download the template directly from the attachment below.
Step 2: Access the supporting materials
The following supporting materials will help you complete this activity. Keep them open as you proceed to the next steps. Review the supporting materials for this activity in the Resources section. Each link below will open a new Coursera tab.
Test Launch Customer Survey Results
Post Project Launch Check-in
Note: To review supporting materials introduced in earlier activities, you can find them in the
Resources section
.
Step 3: Review the supporting materials
Review the supporting materials for this activity. First, review the customer survey results from the test launch so you have a sense of the overall customer experience. Then review the email exchange that details the results of the rollout. You will use the information from these materials to create the closeout report.
Step 4: Add the project summary and methodology to the closeout report
Use the information from the email exchange, the customer survey results, and other project documentation to fill out the project summary and methodology sections of the closeout report.
For the project summary, briefly describe the project and explain the desired results, including some of the key success criteria.
For the methodology, briefly describe the project management approaches and/or processes used during this project. For example, were any traditional or agile processes used? If so, during which parts of the project were these approaches applied?
Step 5: Add key accomplishments, lessons learned, and next steps to the closeout report
Use the information from the email exchange, the customer survey results, and other documentation to fill out the key accomplishments, lessons learned and next steps sections of the closeout report
For key accomplishments, address the following:
Did the project achieve the initial goals?
Were problems solved and eliminated?
Does the final project deliverable meet or beat requirements?
For lessons learned, address the following:
What were things that went well and things that didn't go well, across the different parts of the project?
Were there unforeseen benefits or consequences?
What processes did not work well? Why?
Were there any key problems and what were the effects?
For next steps, address the following:
Is there any ongoing maintenance or development?
Are there any open action items for post-project close?
Are there any risks that could become issues if not addressed in the next quarter, etc.?
Who will own the project going forward? Do you have any recommendations for future project managers
Step 6: Link relevant documents to the project documentation archive
Finally, link key project documentation that will be useful for future project managers or stakeholders to reference. The documents include the project proposal, project charter, project plan (located in the
Resources section
), and evaluation findings presentation.
Pro Tip: Save the template
Finally, be sure to save the template you used to complete this activity for further practice or to use in your own personal or professional projects. These templates will be useful as you put together a portfolio of project management artifacts that you can speak to in an interview to demonstrate your experience to potential employers.
What to Include in Your Response
Be sure to include the following sections of your closeout report:
Project Summary section
Methodology section
Key Accomplishments section
Lessons Learned section
Next Steps section
Project Documentation Archive section
Did you complete this activity?
- Yes
- No
8. Which of the following are good sources of information to help you assess the outcome of the tablet rollout project? Select all that apply.
- Feedback from the project retrospective review
- Guest comments overheard by a member of the waitstaff
- Data reports generated by the tablet software
- Customer satisfaction survey data
9. According to the information in the closeout report template, the survey results, and Peta’s check-in e-mail, which three major areas improved as a result of the test launch?
- Simplifying tablet navigation, rebranding the menus, and installing more tablets
- Decreasing table turn time, simplifying tablet navigation, and decreasing food waste
- Decreasing table turn time, decreasing food waste, and improving vendor relationship management
- Installing more tablets, decreasing expenses by $3000, and rebranding the menus
10. Which of the following next steps are appropriate for the closeout report? Select all that apply.
- Continue to improve order accuracy
- Continue to survey and solicit feedback from guests
- Plan to roll out tablets at other locations
- Plan to open additional Sauce & Spoon locations
11. What goals did the team achieve by implementing feedback from the test launch project? Select all that apply.
- Reduce food waste by 25%
- Reduce the cost of menu items by 5%
- Reduce table turn time by 30 minutes
- Reduce daily guest count by 10%
Test your knowledge: Impact report
12. Impact reports serve which two of the following purposes?
- Impact reports are designed to show others the value that the project added.
- Impact reports are extremely detailed and include all of the various tasks completed in the project.
- Impact reports provide a why that guides the team while they work on the project.
- Impact reports are created for senior stakeholders or project sponsors who weren’t involved in the daily details of the project.
13. What are the objectives of an executive summary? Select all that apply.
- To communicate the daily ins and outs of the project to other project managers
- To describe the project’s purpose and outcome
- To share key takeaways with senior stakeholders who may not have time to review an entire report
- To provide an overview of the main points of a larger report
14. What topics are typically included in an impact report? Select all that apply.
- Next steps
- What worked
- Executive summary
- Activity descriptions
- Results
15. What three elements are you likely to find in an executive summary of an impact report?
- Project vision
- Methodology and approach
- Key accomplishments
- Lessons learned
16. What should you describe in the key accomplishments section of a project impact report?
- The time estimates for your main project tasks.
- The potential improvements you may apply in the future.
- The questions that you included in your user surveys.
- The activities, tasks, and milestones that helped you find success.
Activity: Complete a personal closing report
17. To pass this practice quiz, you must receive 100%, or 1 out of 1 point, by completing the activity below. You can learn more about the graded and practice items in the
Course Overview
.
Activity Overview
Congratulations on completing the Google Project Management Certificate! In this activity, you will complete a personal closing report to recap and reflect on your experience and your accomplishments.
Step-By-Step Instructions
Step 1: Access the template
Click the link to create a copy of the template. If you don’t have a Google account, download the template directly from the attachment below.
Link to the template:
Personal Closing Report
OR
Download template:
Step 2: Add key accomplishments
Start by listing your key accomplishments. What challenges have you overcome throughout this process? For example, are there lessons or concepts you weren’t sure you’d understand, but were able to figure out? Perhaps you overcame challenges in your personal life, such as managing other work or family obligations while completing the course.
Step 3: Add lessons learned
Reflect on any lessons learned. For example, maybe you set a learning goal but realized the strategy you used wasn’t effective. Or, you might have learned that you enjoy certain types of tasks more than you thought you would.
Step 4: Add next steps and goals
Think about what steps you can take from here to advance your project management career. For example, you could update your resume with the new skills you’ve learned and this certificate. You could also create a job search plan and practice interviewing for project management roles.
Then, create a list of SMART goals to show how you plan to follow through on your next steps.
Step 5: Add an executive summary
Finally, add your own executive summary. For this report, the executive summary should be an overview of your experiences of the program. Describe your journey through the program as a whole. Make note of your successes and how you plan to advance your career in project management moving forward.
What to Include in Your Response
Be sure to include the following elements in your personal closing report:
Key accomplishments
Lessons learned
Goals and next steps
Your goals
Your own executive summary
Did you complete this activity?
- Yes
- No