Integrating Selected Assistive Communication Technologies into the Call Centers - Case Study Example

INTRODUCTION The rising number of individuals presenting speech impairment has made it difficult for firms to use traditional call centers in communication. The significance of conventional call centers does not extend beyond normal individuals to include people with disabilities. As a result, organizations have found it necessary to introduce speech-generating devices, software, and systems to decode information relayed from persons presenting speech impairment. The speech generating devices and applications include static display, dynamic display, spelling-based devices, communication software, integrated systems, and alternative devices. The project presents a case of an engineering company that has opted to integrate assistive communication technologies into its call centers. The aim of the project is to integrate selected assistive communication technologies into the call centers of the organization to decode non-verbal messages relayed by speech-impaired customers. TABLE OF CONTENTS REFERENCE LIST 16 APPENDIX A: KEY TERMS 17 1. General Information: Project Title: The Implementation of Speech Generating Devices, Systems and Software Project ID: Sponsoring Organization: The Call Center Provider Sponsor Representative: Prepared by: Version: 2. Project Stakeholders: Position Title/Name/Organization Phone E-mail Sponsor Representative Program Manager Project Manager Customer / User Representative(s) Operational Manager Portfolio Manager Software Engineers Hardware Engineers Technician Consultant Table 1: Project Stakeholders 3. Executive Summary The increasing demand for specialized communication devices to cater for the needs of speech-impaired individuals is a rising trend in the corporate world. Even though organizations have installed call centers to respond verbally to customer inquiries, cases of individuals presenting speech impairment have been on the rise. As a result, firms have resorted to speech generating devices, software, and system to decode information relayed by such individuals. The project presents a case of an engineering firm that has acknowledged the necessity of the AAC technologies to communicate with the disabled persons. Following an affirmative response from a call center provider to sponsor the project, the project intends to run for a period of two years. The completion of the project targets to realize successful implementation of several assistive technologies. The technologies encompass devices for generating speech such as the static display, dynamic display, spelling-based, communication software applications, and alternative devices. 4. Project Purpose 4.1. Business Need / Problem Currently, the company depends on its call centers to communicate with its clients. As a result, there is increasing necessity for decoding devices that will make it possible to understand impaired speech relayed by customers. The need for such devices emanates from the fact that the company has experienced communication difficulties with customers that have impaired speech. Following the successful implementation of the decoding device, the company will be able to understand impaired speech thereby being able to address the needs of customers that present the disability. 4.2. Business Objectives Strategic Plan Element Project Business Objectives Assessment and gathering of information To assess the extent of implementation of the assistive technologies as well as gathering all pertinent information concerning the use of the technologies Conducting trials and setting goals To acquire and implement pilot technologies that will be useful in conducting trials and setting goals for the organization. A Static display device for generating speech To understand information from a customer that uses page overlays instead of direct speech to place an order. The page overlays can include words, photos, or symbols. Integrated systems To guarantee communication for customers presenting other needs apart from speech impairment. A dynamic display for generating speech To decode information send by customers that use multiple linking pages on a dynamic screen such as a touch screen. A spelling-based device for generating speech To understand information from customers that use speech-generating devices via a keyboard to relay information. An indirect or alternative access system To decode information emanating from speech-impaired customers that cannot access a display or keyboard. Communication software To provide access to communication software to disabled customers that can only use computers via keyboard input to relay their messages. To acquire communication software for the computers of the organization System evaluation To evaluate the performance of the assistive communication technologies with regard to the desired targets as a prerequisite for decision-making Decision-making To identify areas necessitating improvement within the system To recommend improvements and changes within the system in accordance with the target goals of the organization Table 2: Strategic elements and business objectives (Burmester 2013; Life Tec 2009) 5. Project Overview 5.1. Project Description Due to the communication challenges witnessed by the organization in its attempt to communicate with customers presenting impaired speech, the firm has found it necessary to introduce assistive technologies to decode such information. The technologies will enable the firm to decode messages relayed by customers that present impaired speech thereby increasing the firm’s access to customers. As a result, the focus of the company is the implementation of digital receives and scanners into its communication framework. The objective of the digital technologies will be to generate speech thereby enabling customers that have access to such technologies to relay their information effectively. Some of the assistive technologies include static displays that make use of page overlays. The use of the static displays necessitates a manual insertion exercise. The overlays may comprise of symbols, words, or photos in accordance with the needs of the customer (Life Tec 2009). The use of the technology requires the user to select the symbol, word, or photo of interest thus communicating to the organization that she or he demands the selected item. The project will also make use dynamic displays for generating speech. The advantage of the technology over its static option is the fact that the use has access to multiple linking pages. Therefore, the customer should navigate through the pages to select the desired links, symbols, or photos thereby communicating the message that she or he is in need of the selected item. A good example is the selection of the “Feeling” link on a page by the user that reveals more information about feelings. The project also entails the implementation of the spelling-based devices that generate speech. Such devices make use of “text-to-speech” technologies. The technologies require the user to input the text or sentence via the keyboard and screen. The system then converts the text into a verbal message prior to relaying it to the recipient (Life Tec 2009). The use of keyboards and screens necessitate the acquisition of computers, laptops, tablets, or smart phones on the part of the user. However, the installation of the communication software on the devices is imperative prior to the use of the devices to communicate. The fact that there are customers that have multiple needs besides speech impairment also heightens the necessity of having an integrated system. For instance, there are specific wheelchairs and speech generating devices that provide environmental control and computer access. Finally, the firm has also opted for scanners, joystick access, eye gaze, head tracking, and mouse emulation options as alternative communication strategies for individuals presenting speech impairment yet they do not have access to computers and keyboards. Availing the alternative option is a guarantee of including as many disabled customers as possible in the project. However, the use of the technologies presents certain boundary limits. For instance, most of the assistive technologies require the existence of a keyboard and display system thereby posing as a disadvantage to customers that do not have access to such hardware and software devices (Life Tec 2009). Even though the inclusion of alternative technologies such as scanners will play a pivotal role towards dealing with the issue, there will be unfortunate cases of communication needs that will require additional consideration. 5.2. Scope The project deliverables target customers that present speech impairment. Even though customers that do not have the impairment can also input text messages using computers, potential customers having the disability are the principle focus of the project. The project deliverables will enable users to relay messages to the organization without having to communicate verbally with the aid of the assistive technologies. As mentioned above, some of the technologies include the use of static display devices, dynamic display devices, spelling-based devices, integrated systems, communication software, and alternative devices in the communication process. The effective use of the assistive devices necessitates the acquisition of the communication devices and software systems at the points of both the sender and the receiver (NIH 2014). As a result, rather than installing the devices at the premises of the organization, it is also imperative for users to acquire the communication devices and software applications. In the quest to attain the objective, the firm will communicate the introduction of the system to its target customers to address the communication barrier that has been posing a significant challenge to its communication sector. The project will run for a period of two years commencing October 2016. At the end of the allocated period, both the software and hardware components should be fully installed and ready for use. During the implementation phase, the organization will lease additional room in the industrial building to hold the additional communication devices. Apart from hiring the services of three software engineers and two electronic hardware engineers working under 100% engagement, the other professionals that have a crucial contribution to the project are a technician under 50% engagement plan, special network analyzer and additional consultants. The consultants will offer additional technical assistance. 5.3. Assumptions The business will deal with the communication challenge at the completion of the project. Since the driving force behind the implementation of the project entails dealing with the communication barrier between customers presenting impaired speech and the organization, the firm believes that the implementation of the assistive technologies will manage to decode information relayed by target individuals. People having speech impairment will embrace the technology. This suffices to be one of the most important assumptions that the firm believes will result in the attainment of its objective. It is apparent that the organization intends to decode information from customers that are unable to communicate normally. As a result, the warm welcome or acceptance of the target group of individuals is a guarantee to the success of the project (Lewinson 2010). The adopted technologies will perform in accordance with the expectations. Apparently, the success of the project depends on the proper functioning of the communication devices from both ends. As a result, the failure of the technologies to perform as expected is an outright guarantee of the project failure (Lewis et al. 2004). The project deliverables will be due at the completion of the two-years slated period. The project timeline is one of the most important aspects of a project (Lewinson 2010). As a result, the ability of the implementers of the project to complete the project within the allocated timeframe is crucial to its success. 5.4. Constraints The timeliness of the project As stated earlier, the project should be due at the end of the two-year period. Therefore, the period is the time limit within which all the elements of the project should be ready for use (Lewinson 2010). The availability of necessary resources The success of the project also depends on the ability of the selected professionals to develop the system and get it ready for use at the end of the two years (Lewinson 2010). With evidence from background research, the ability of the hardware and software components to attain the communication objectives is also imperative for the success of the project. Limited funds The fact that the project will source its funding from a large call center provider implies that the successful completion of the project depends on the ability of the project implementation staff to use the available funding effectively in acquiring hardware and software components as well as hiring required professionals among other aspects of the project that require funding. The response of the target individuals Since the success of the project depends on the positive response from target individuals, it is proper to state that the degree of acceptance and utility of the assistive technologies by customers that have impaired speech will determine the success of the project. 6. Project Requirements / Deliverables A fully installed static display device for generating speech Being one of the assistive communication technologies, having a fully installed static display device is imperative to the success of the project. The system should enable customers to select words, photos, or symbols that reflect their needs from one end. On the other end, the organization should decode the information accurately and be in a position of availing the requirements of customers. The full-time availability of software and hardware engineers will guarantee the success of the project in the event of occurrence of system malfunctioning. A fully installed dynamic display device for generating speech At the completion of the project, the existence of a dynamic display having touch screen capabilities is the other indicator of project success. The system should avail multiple linking pages to users. The users should be able to navigate through the different sections of the available links to convey different messages to the organization. A fully installed spelling-based device for generating speech At the completion of the project, the spelling-based speech-generating device should enable users to input texts via an onscreen keyboard or any keyboard. The system should then allow convert the text message to speech before relaying the message to the recipient situated at the premises of the organization. Properly functioning communication software applications At the completion of the project, the communication software developed by the software engineers should be able to meet the communication needs required by the organization and the target population. The software engineers should also be able to customize the software in accordance with the specifications of the organization. Properly functioning alternative or indirect communication systems Following the completion of the project, the project should also present a properly functioning alternative or indirect communications system that enables other customers that do not have access to keyboards to communicate their needs to the organization. As a result, the project should present an alternative communication system that enables switch with scanning, joystick access, eye gaze, head tracking, and mouse emulation. Trained system management employees At the completion of the project, the project implementation team should train employees of the organization concern the use of the system. 7. Project Management Milestones and Deliverables Milestone / Deliverable Estimated Date Responsible Individual A static display speech generating device 30th April, 2017 Project technician and project manager A dynamic display speech generating device 31st October, 2017 Project technician and project manager A spelling-based speech generating device 30th April, 2018 Project technician and project manager Properly functioning communication software 30th June, 2018 Software engineer Properly functioning indirect communication system 31st August, 2018 Project technician Well-trained employees 30th September, 2018 Project manager A fully-integrated communication system 31st October, 2018 Program manager Table 3: Project Management Milestones and Deliverables 8. Costs / Budget Purpose Amount Source To hire 3 software engineers for 2 years (100% engagement) $300,000 The Sponsor To hire 2 hardware engineers for 2 years (100% engagement) $200,000 The Sponsor To hire one technician for 2 years (50% engagement) $100,000 The Sponsor To purchase 5 computers $4,000 The Sponsor To purchase 2 static display devices for speech generation $500 The Sponsor To purchase 3 dynamic display devices for speech generation $900 The Sponsor To purchase 2 spelling-based devices for speech generation $500 The Sponsor To purchase 1 “switch with scanning” device $100 The Sponsor To purchase 1 “eye gaze” device $120 The Sponsor To purchase 1 “mouse emulation” device $80 The Sponsor To purchase 1 “joystick access” device $200 The Sponsor To purchase 1 “head tracking” device $300 The Sponsor TOTAL $606,700 The Sponsor Table 4: The Budget 9. Personnel & Other Resources Resources Description Project Team The project team comprises of the Program Manager, the Project Manager, three software engineers, two electronic hardware engineers, portfolio manager, and the firm’s Operational Manager. Support The support team comprises of a special network analyzer and consultants that will offer technical assistance as and when required. Facilities A leased additional room in the industrial building, access to licensed institutions to test the assistive technologies Equipment Computers, Spelling-based speech generating devices, static display speech generating devices, and alternative access devices Software Tools Customized communication software used in the computers. Other The management of the organization, internal customers that yielded the need, external customers, and suppliers of the communication devices Table 5: Personnel and other resources 10. Project Risks Project risk This entails the probable failure of the project team to complete the project within the allocated timeframe (Williams 2004). Under the risk, it is also likely for the actual project expenses to exceed the available funding from the call center provider thereby necessitating additional sourcing from the organization or other sources. Product risk There is likelihood that the communication software under development will not meet the communication needs of the organization thereby failing to meet the objectives comprehensively. This results in the need for another project that will address the failure areas of the main project. Business risk The fact that the software application under development and the communication devices fall under the technology sector that witnesses rapid changes and improvements, there is high likelihood that that the technology will be obsolete soon after its implementation (Liu et al. 2006). The result is a waste of the project’s funds in the event that the deliverables become obsolete before realizing profits for the firm. People risk Even though the firm may find it easy to hire the hardware and software engineers as well as technicians for the project, the ever-increasing demand for the experts in the market may pose a threat to the retention of the workforce in the organization (Williams 2004). Size risk A critical analysis of the project reveals its significant size. For a project of such magnitude, it is evident that the project is susceptible to multiple failure risks due to its complexity (Williams 2004). Customer risk The rapid changes in the technological sector may imply subsequent changes in customer demands for communication devices (Williams 2004). The scenario may arise in the event of the introduction of better alternative communication technologies to the current technologies. Table 6: Project Risks 11. Project Organization 11.1. Project Organization Chart Figure 1: The Project Organization Chart 11.2. Roles & Responsibilities Stakeholder Title Name Roles & Responsibilities Project Sponsor The main source of funds for the project Developing the project’s concept Selecting the Project Manager Signing off phase deliverables Authorizing the project charter Organization Management Overall supervision of the project in accordance with the expected objectives Program Manager Supervision of the project to ensure it performs as expected Ensuring that all other stakeholders conduct a review and attain a common understanding of the SDLC Project Manager Reporting to the Program Manager about the proceedings of the project Designing members of the planning team based on the input of the sponsor Signing off phase deliverables from the sponsor and CIO Operational Manager To oversee the progress of the project in relation to the operations or functionality of the affected department Portfolio Manager Assessing and management of the emergent risks of the project Software engineers Developing the customized communication software Training other employees about the use of the software Hardware engineers The installation and maintenance of the hardware components of the system Technician Providing technical assistance on specific areas of concern of the project Suppliers Supplying all required equipment for the project Internal customers Conducting some of the initial tests of the project to evaluate its effectiveness External customers Conduct external tests of the project Table 6: Roles and Responsibilities of stakeholders (Rajablu et al. 2015) 12. Approval Signatures Position/Title Signature/Printed Name/Title Date Sponsor Representative Program Manager Project Manager Portfolio Manager Operational Manager Supplier Customer Representative Table 7: Stakeholders’ Approval Signatures QUESTIONS 1. What do you think is it better to have a project manager who knew the department or outsider? Are there some potential problems with this approach? The selection of a project manager depends on the situation of the organization under consideration. The internal project manager (IPM) adopts a “reactive” approach towards the issue at hand (Sato 2014). The decision of the manager to implement the approach emanates from the fact that the individual understands the prevailing conditions in the organization. Therefore, in the case of a reactive solution to the underlying issue, it is appropriate to use an internal project manager. On the other hand, issues necessitating a proactive approach require an external project manager. Problems arise when the firm uses an internal project manager to implement a reactive project to an issue that requires a proactive response. Problems also arise when an external project manager implements a proactive project to deal with an issue that needs a reactive response. 2. Who else can be a sponsor of this project? Or by other words what has to be done if sponsor is not interested in project anymore? Senior individuals in the organization can also sponsor the project. However, in the selection of the sponsor, internal sponsors ought to be individuals that have the personal drive and authority to overcome any potential obstacles to the project. Another external sponsor can also fund the project. This may be another call center provider. Therefore, in the event that the sponsor loses interest in the project, an external sponsor or an internal sponsor can still play the role of the project sponsor. 3. From engineering point of view what is the most dangerous risk in similar projects? Even though ensuring high quality of the software application may seem to be the hardest bit for a software developer, communication is actually the most difficult aspect of the software development process. Program developers understand both the coding language and the standard communication language. As a result, it is imperative that software engineers should use standard languages to communicate to users of the application about the processes and general functioning of the program. In essence, the absence of context in the program information communicated by the engineer is equivalent to no communication. REFERENCE LIST Burmester, D 2013, “AAC Framework: A Resource to Support Device Prescription,” Cerebral Palsy League. Lewinson, M 2010, “Project Constraints and Project Assumptions-A Planning Checklist.” Available from: http://www.mymanagementguide.com/project-constraints-and-project-assumptions-planning-for-project-success/ Lewis, GA, Mahatham, T & Wrage, L 2004, “Assumptions management in software development (No. CMU/SEI-2004-TN-021),” Carnegie-Mellon Univ Pittsburgh Pa Software Engineering Inst. Life Tec 2009, “Speech Generating Devices/Software/Systems,” Available from: https://lifetec.org.au/sites/default/files/fact-sheets/Speech%20Generating%20Devices.pdf Liu, C, Wong, R, Chen, Y & Huang, H 2006, “Managing Critical Knowledge Management Issues In Global Software Development Projects,” Issues in Information Systems, Vol. 7, no. 2. Missonier, S & Loufrani-Fedida, S 2014, “Stakeholder analysis and engagement in projects: From stakeholder relational perspective to stakeholder relational ontology,” International Journal of Project Management, Vol. 32, no. 7, pp.1108-1122. National Institute of Health (NIH) 2014, “Assistive Devices for People with Hearing, Voice, Speech, or Language Disorders.” Rajablu, M, Marthandan, G & Yusoff, WFW, 2015, “Managing for Stakeholders: The Role of Stakeholder-Based Management in Project Success,” Asian Social Science, Vol. 11, no. 3, p.111. Sato, Y 2014, “The Differences between an Internal and External Project Manager,” Journal of Business and Projects, Vol. 5, no. 2. Williams, L 2004, “Risk Management.” Available from: http://agile.csc.ncsu.edu/SEMaterials/RiskManagement.pdf APPENDIX A: KEY TERMS The table below details definitions for terms used in the document. Term Definition AAC Alternative and Augmentative Communication Static Display Device A device that generates speech using manually inserted page overlays Dynamic Display Device A speech generating device that provides the user with several linking pages thereby directing the user to the required item Spelling Based Device A speech generating device that uses spelling as the input method via a traditional keyboard or an onscreen keyboard Communication Software A software application that runs on AAC devices thereby enabling speech-impaired users to communicate Integrated Systems Systems designed to cater for other needs besides communication needs. The systems can provide environmental control and access to computers besides communication. Indirect/Alternative Access Alternative speech generating devices used by speech-impaired individuals that do not have access to a keyboard or display SDLC System Development Life Cycle Read More