Your Project Deliverables

The CRM project requires a complete project plan in order to do the evaluation to determine whether or not your company will be one of the competitors for the final project. The CRM executive management team, reporting directly to the Minister of Chinese Railroads, will do this evaluation. There is no prescribed format provided for the project plan.

Along with the project plan, a prototype showing the functional requirements for the system must be delivered for demonstration by the project team in China. The CRM would like to have an operational prototype within one month of the vendor organization's arrival in the country. The following is a description of the system to date: the prototype is to provide a reservation system that includes three cities; the trains originate in either Guangzhou or Shanghai and pass through and pick up passengers in Nanjing. Please reference Figure 2-3 for a detailed map of the

Figure 2-3. Detail Map Area of Train System

Source: See Figure 2-1. Portion of map enlarged, with detailed area of the train system added by the authors.

The CRM would like to test the prototype in a live (actual-use) test during a low-usage period under the following circumstances:

Five trains travel from city Guangzhou or Shanghai each day and five travefo city Guangzhou or Shanghai each day. Two of the trains traveling from Granzhou or Shanghai stop at Nanjing each day and one of the trains traveling Guanzhou or Shanghai stops at Nanjing each day. No trains originate in Nanjing.

Trains have always been oversold during peak periods, which is a known problem. There are five classes of tickets:

1. Sleeping (soft)—compartment-style coaches with 4 passengers per compartment

2. Sleeping (hard)—compartment-style coaches with 6 passengers per compartment

3. Sitting (soft)—typical first-class coach

4. Sitting (hard)—tourist-class coach

5. Standing (hard and soft sitting coaches only) ® Seat assignments are made at the time of the reservation.

® Reservations are to be allowed up to one month prior to a particular trip. This period will be expanded in the future.

® Reservations that are made over the phone must be purchased in person within 24 hours after making the reservation. No reservations are allowed less than 48 hours before a trip.

® During the last 48 hours, available seats will be sold on a first-come, first-served basis.

® Passenger lists are provided for the conductors of each coach of each train at each stop on the route.

® Occasionally CRM trains may become non-operational. A new train will be dispatched, but a delay of up to a few days could occur.

® Trains will be assumed to be of a constant size: two soft-sleeping coaches (12 compartments each), two hard-sleeping coaches (12 compartments each), two soft-sitting coaches (60 seats), and nine hard-sitting coaches (80 seats each).

Although scalping of tickets is popular, CRM wishes to discourage such practices and therefore wants to track ticket sales by buyer. The CRM has need of several management reports. They include:

1. Number of reservations made for each departure date/train

2. Number of customers turned away because of full trains for each departure/train

3. Number of no-shows for each departure

4. Number and names of people who show up without reservations for each departure

5. Lists of "high buyers" (possible scalpers) of train tickets, along with number of tickets and departures on associated sales

The number of reservations during the test period may be around 25,000 per day. The volume varies significantly by hour, day, and season.

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