KODA Project Charter
Multi-Tenant Beauty & Wellness Platform
Table of Contents
1. Project Overview
1.1 Project Description
KODA is a comprehensive multi-tenant beauty and wellness platform designed to deliver a "Smart Luxury" experience through seven interconnected digital applications. The platform will serve beauty and wellness centers, their customers, staff, and partners through a unified ecosystem.
1.2 Strategic Alignment
This project aligns with the organization's strategic objectives to:
- Digital Transformation: Modernize beauty and wellness service delivery
- Customer Experience Excellence: Provide seamless booking and service experiences
- Operational Efficiency: Streamline staff operations and business management
- Market Differentiation: Establish competitive advantage through technology innovation
- Revenue Growth: Enable new business models (loyalty, packages, partner network)
1.3 Business Case
The KODA platform addresses critical business needs:
- Customer Pain Points: Complex booking processes, lack of price transparency, limited service information
- Operational Challenges: Manual scheduling, inefficient staff management, fragmented data
- Market Opportunity: Growing demand for digital beauty/wellness services, untapped loyalty program potential
- Expected ROI: Enhanced customer retention, increased booking conversion rates, operational cost reduction
2. Project Purpose & Justification
2.1 Business Need
The beauty and wellness industry is rapidly digitalizing. Customers expect:
- Instant Booking: Real-time availability and instant confirmations
- Price Transparency: Clear pricing with smart offers (Golden Opportunities)
- Personalized Experience: Loyalty rewards and tailored recommendations
- Multi-Channel Access: Mobile apps, web, and in-person service
The current system is legacy-based with limited functionality, requiring complete rebuilding to meet modern standards.
2.2 Benefits
For Customers:
- Seamless booking experience via mobile app
- Access to Golden Opportunities (discounted time slots)
- Loyalty rewards program (3-tier system)
- Partner benefits network (Passport system)
- Real-time notifications and updates
For Staff:
- Streamlined check-in and session management
- Mobile POS for flexible transactions
- Automated scheduling and reminders
- Performance tracking and feedback
For Management:
- Comprehensive CRM with 360° customer view
- Real-time business analytics and reporting
- Multi-tenant architecture for brand expansion
- AI-powered insights and automation
For Business:
- Increased customer retention and lifetime value
- Higher booking conversion rates
- Reduced operational costs
- New revenue streams (packages, partnerships)
- Scalable platform for multiple brands
3. Project Objectives
3.1 SMART Objectives
| # | Objective | Measurement | Target | Timeline |
|---|---|---|---|---|
| O1 | Launch customer mobile app with core booking functionality | App store availability + active users | 1,000+ active users in first month | Month 4 |
| O2 | Deploy staff operations app across all branches | Staff adoption rate | 100% staff using app daily | Month 4 |
| O3 | Implement multi-tenant architecture | Number of sub-applications supported | Minimum 3 brands/tenants | Month 3 |
| O4 | Migrate legacy customer data | Customer records migrated successfully | 55,000+ records with 99.9% accuracy | Month 5 |
| O5 | Achieve system performance targets | API response time & uptime | <200ms p95, 99.9% uptime | Month 4 |
| O6 | Launch loyalty program | Active loyalty members | 30% of customers enrolled | Month 6 |
| O7 | Activate partner network (Passport) | Active partners | 20+ partners | Month 6 |
| O8 | Deploy AI-powered customer service | AI resolution rate | 40% of inquiries resolved by AI | Month 9 |
4. Project Scope
4.1 In Scope
Phase 1: Foundation & Core Launch (Months 1-4)
- KODA Mobile App (customer-facing, iOS & Android)
- Authentication and user management
- Service browsing and booking
- Golden Opportunities system
- Payment processing
- Points display (view only)
- Profile management
- KODA Team App (staff operations, iOS & Android)
- Staff authentication
- Customer check-in
- Session management
- Mobile POS
- Schedule viewing
- KODA Website (public-facing)
- Marketing pages
- Service catalog
- Basic booking functionality
- Contact forms
- KODA CORE (Admin Panel)
- Customer management (comprehensive CRM)
- Reservations calendar
- Point of Sale (POS)
- Basic reporting
- Essential HR module
- KODA Backend (API)
- Multi-tenant architecture
- RESTful APIs for all applications
- Authentication & authorization
- Payment gateway integration
- Database management
- Infrastructure & DevOps
- Cloud infrastructure setup
- CI/CD pipelines
- Monitoring & logging
- Security hardening
Phase 2: Enhanced Features (Months 5-6)
- Loyalty Program
- Points earning rules
- 3-tier system (Insider, Ambassador, Royal)
- Points redemption
- Passport Partner Network
- Partner management
- QR-based benefit activation
- Partner directory in mobile app
- Packages System
- Package purchase
- Session tracking
- Expiry management
- Enhanced KODA CORE
- Advanced reporting (20+ reports)
- Complete HR module
- Inventory management
Phase 3: AI & Advanced Features (Months 7-9)
- KODA AI Engine
- AI-powered business reports
- WhatsApp integration
- Instagram/Facebook integration
- Voice call handling (SIP)
- Natural language understanding
- KODA WS (WebSocket)
- Real-time notifications
- Live updates across all apps
- Complete KODA CORE
- Full system configuration
- Multi-tenant admin console
- Advanced automation
4.2 Out of Scope
The following items are explicitly excluded from this project:
- Third-party integrations beyond specified (no Salesforce, SAP, etc.)
- Custom hardware development (e.g., proprietary POS terminals)
- Native desktop applications (Windows/Mac)
- Offline-first mobile app functionality (beyond basic caching)
- Video consultation/telemedicine features
- Blockchain or cryptocurrency payment integration
- Augmented Reality (AR) try-on features
- Multi-language support beyond Arabic and English
- International shipping/e-commerce for physical products
- Integration with third-party accounting software (Phase 1-3)
- Custom AI model training (using pre-trained models only)
- Native smart home/IoT device integration
Deferred to Future Phases (Post-Launch):
- Customer ratings and reviews system
- Advanced analytics dashboards
- Predictive booking recommendations
- Integration with accounting software
- Marketplace for third-party service providers
- Customer referral program automation
- Advanced gamification features
5. High-Level Requirements
5.1 Functional Requirements
| Category | Requirements Summary |
|---|---|
| User Management | Multi-tenant user registration, authentication, profile management, phone verification, identity verification |
| Booking System | Real-time availability, online booking, Golden Opportunities, reschedule/cancel, waiting list |
| Payment Processing | Multiple payment methods, refunds, customer balance, receipt generation, secure transactions |
| Loyalty & Rewards | Points earning/redemption, tier progression, benefit tracking, expiry management |
| Staff Operations | Check-in/check-out, session management, schedule viewing, mobile POS, performance tracking |
| Admin CRM | 360° customer view, comprehensive customer management, bulk operations, reporting |
| Multi-Tenant | Separate databases per tenant, API key validation, tenant isolation, centralized management |
| Notifications | Push notifications, SMS, email, in-app notifications, real-time updates |
| Reporting | 20+ business reports, customizable filters, export (Excel/PDF), scheduled reports |
| AI Services | Automated responses, report generation, voice call handling, social media integration |
5.2 Non-Functional Requirements
| Category | Requirement | Target |
|---|---|---|
| Performance | API Response Time (p95) | < 200ms |
| Performance | Page Load Time | < 2 seconds |
| Availability | System Uptime | 99.9% |
| Scalability | Concurrent Users | 1,000+ |
| Security | Data Encryption | AES-256 at rest, TLS 1.3 in transit |
| Security | Authentication | OAuth 2.0 + MFA support |
| Security | Vulnerability Scanning | Weekly SAST/DAST |
| Usability | Mobile App Store Rating | > 4.5 stars |
| Usability | Task Completion Rate | > 90% |
| Compliance | Data Privacy | GDPR-ready, local regulations |
| Compatibility | Mobile OS Support | iOS 13+, Android 8+ |
| Compatibility | Browser Support | Chrome, Safari, Firefox, Edge (latest 2 versions) |
8. Budget Summary
8.1 Development Team Cost
| Resource | Monthly Cost (JOD) | Duration (Months) | Total Cost (JOD) |
|---|---|---|---|
| Backend Lead | 2,200 | 8.4 | 18,480 |
| Backend Developer | 1,400 | 8.4 | 11,760 |
| Flutter Developer | 1,350 | 5.7 | 7,695 |
| Frontend Lead (ReactJS) | 1,500 | 4.8 | 7,200 |
| Frontend Developer | 1,000 | 4.8 | 4,800 |
| UI/UX Designer | 1,300 | 1.5 | 1,950 |
| DevOps Engineer (Part-time) | 450 | 8.4 | 3,780 |
| QA Engineer | 900 | 3.1 | 2,790 |
| Project Manager | 2,750 | 8.4 | 23,100 |
| TOTAL DEVELOPMENT COST | 81,555 JOD | ||
8.2 Budget by Phase
| Phase | Duration | Cost (JOD) | % of Total |
|---|---|---|---|
| Phase 1: Foundation | 4 months | 40,980 | 50.2% |
| Phase 2: Enhanced Features | 2 months | 17,940 | 22.0% |
| Phase 3: AI & Advanced | 2.4 months | 22,635 | 27.8% |
| TOTAL | 8.4 months | 81,555 | 100% |
8.3 Budget Reserve
- Contingency Reserve: 10% of development cost = 8,156 JOD
- Management Reserve: 5% of development cost = 4,078 JOD
- Total Project Budget with Reserves: 93,789 JOD
12. Success Criteria
12.1 Project Success Criteria
The KODA project will be considered successful when the following criteria are met:
Technical Success Criteria
| Criterion | Target | Measurement Method |
|---|---|---|
| System Performance | API response < 200ms (p95) | APM monitoring (New Relic/DataDog) |
| System Availability | 99.9% uptime | Uptime monitoring (Pingdom/UptimeRobot) |
| Mobile App Quality | Zero critical bugs at launch | Bug tracking system (Jira) |
| Security Compliance | Zero critical vulnerabilities | Security scan reports (OWASP ZAP) |
| Data Migration Accuracy | 99.9% of 55,000+ records | Validation scripts, manual sampling |
| Test Coverage | Backend: >80%, Frontend: >70% | Code coverage tools |
| Page Load Speed | < 2 seconds | Lighthouse/GTmetrix |
Business Success Criteria
| Criterion | Target | Measurement Method |
|---|---|---|
| Customer Adoption | 1,000+ active users in Month 1 | Analytics (Firebase/Mixpanel) |
| Booking Conversion | >20% of registered users book | Conversion funnel analysis |
| Staff Adoption | 100% staff using Team app daily | Usage analytics |
| Customer Satisfaction | Mobile app rating >4.5 stars | App Store & Google Play reviews |
| Golden Opportunity Bookings | >50 bookings per week | Backend analytics |
| System Performance | Support 1,000+ concurrent users | Load testing results |
13. Approval & Sign-Off
13.1 Approval Requirements
This Project Charter must be approved by the following stakeholders before project initiation:
| Role | Name | Signature | Date |
|---|---|---|---|
| Executive Sponsor | [Name] | _________________ | ____/____/2025 |
| Product Owner | [Name] | _________________ | ____/____/2025 |
| Project Manager | [Name] | _________________ | ____/____/2025 |
| Technical Lead | [Name] | _________________ | ____/____/2025 |
| Finance Controller | [Name] | _________________ | ____/____/2025 |
13.2 Charter Change Control
Once approved, this Project Charter can only be modified through a formal change request process:
- Change request submitted to Project Manager
- Impact analysis conducted (scope, time, cost)
- Change Control Board reviews request
- Executive Sponsor approves/rejects
- If approved, charter is updated and re-signed