TEAM 1 PROJECT

PORTFOLIO
Spring 2014
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APRIL 25, 2014

Table of Contents
Project Gap Analysis Strategy 2
Performance Analysis Report 14
Project Charter 23
Project Kick-ff !eeting 31
Project Management Plan 3"
#esign #oc$ment "%
1 | P a g e
Project Gap Analysis Strategy
S$&mitte' 3(1"(14) Res$&mitte' 3(1*(14 +ith re,isions to -$estions for .elephone
operators/ 0ane !acKen1ie-Smith 2 C$stomers
Information Needed
$r goal is to 'esign/ 'e,elop an' 'eli,er a training program for the telephone operators
that +ill help P0 3nterprises meet their &$siness o&jecti,es4
5n or'er to 'etermine the reasons for the 'ecrease in c$stomer satisfactions scores an'
calls taken per ho$r/ +e nee' to kno+ the follo+ing6
7hy are the c$stomers 'issatisfie'8
9o+ can the training &e impro,e'8
5s there an engineering or en,ironmental iss$e8
7hat skills or kno+le'ge is lacking8
7hat is the s$per,isor:s role/ an' +hat are the &arriers in this role8
7hat metrics are a,aila&le to assess the sit$ation8
Team Strategy
.o 'eli,er a training session &efore the la$nch of the ne+ catalog/ +e m$st assess the
kno+le'ge re-$ire' to pro,i'e e;cellent c$stomer ser,ice an' the &arriers that pre,ent
telephone operators from meeting their call fre-$ency goal4 .o 'etermine the steps
necessary to increase c$stomer satisfaction/ operator jo& satisfaction/ an' i'entify any
&arriers that pre,ent telephone operators from meeting their call fre-$ency goal4
Personal inter,ie+s +ith6
o 0$'ie .hompson/ Catalog #irector - training material information
o Sheena Pere1/ !erchan'ising !anager - training material information
o 9R Specialist - employee satisfaction interview information
o C$stomer-ser,ice S$per,isors - responsibilities and barriers of the job
o 5. Specialist - capabilities and limitations of the current system
o 0ane !acKen1ie-Smith/ Project Sponsor - discover who handles the
complaints and what measures have been taken to reduce the customer
complaints
o !ike !errill/ <ice Presi'ent of Sales 2 o+ner of the project - valuable
information or contacts that should be explored
2 | P a g e
=oc$s gro$p meeting +ith a sample gro$p of telephone operators - ideas for
improvements in the system and training sessions
Anonymo$s s$r,eys for telephone operators - assessment of job satisfaction
S$r,eys for satisfie'('issatisfie' c$stomers - discover ways to improve customer
satisfaction
Analysis Plan
Activity/Method Prpose or Information !o "ope to Gain Person
#esponsible
Personal inter,ie+s
+ith 0$'ie .hompson
2 Sheena Pere1
Gain content information/ training materials/
assessments an' res$lts/ insight into ho+ training
sessions c$rrently r$n4
Ashley !organ
Personal inter,ie+ +ith
9R Specialist
#isco,ering +hy employees are lea,ing +ill help inform
the changes that nee' to &e ma'e to retain them4 Also/
$n'erstan'ing the cost of la&or/ an' &y e;tension the
cost of t$rno,er/ +ill gi,e $s metrics to $se in o$r R5
analysis after o$r recommen'ations are implemente'
an' t$rno,er is re'$ce'4
>etsy Gomoll
Personal inter,ie+s
+ith C$stomer-ser,ice
S$per,isors
#etermine +hat tasks are 'one in typical +ork'ay/ ho+
they s$pport an' s$per,ise the operators/ an' +hat
&arriers keep their team from han'ling a larger call
,ol$me or increasing c$stomer satisfaction4 Also/ solicit
i'eas for changes an' impro,ements that co$l' help
them meet o&jecti,es4
Kim ?emoine
=oc$s gro$p +ith
sample of operators
#etermine +hat tasks are 'one in typical +ork'ay an'
+hat &arriers keep their team from han'ling a larger call
,ol$me4 5'entify iss$es affecting c$stomer satisfaction
an' their o+n jo& satisfaction4 Also/ solicit i'eas for
changes an' impro,ements that co$l' help them meet
o&jecti,es4
Kim ?emoine
Anonymo$s s$r,ey for
operators
Gather honest information from operators regar'ing
&arriers to meeting call-,ol$me an' c$stomer-ser,ice
goals4 An' create a list of skills re-$ire' to complete an
or'er in a +ay that co$l' increase c$stomer satisfaction4
Kim ?emoine
Personal inter,ie+s
+ith 5. Specialist
#isco,ery of common technical iss$es +ith the phone
system an' 'ata collection tools) learn possi&le +ays to
ma;imi1e $se of c$rrent tools(system
Ashley !organ
3 | P a g e
Activity/Method Prpose or Information !o "ope to Gain Person
#esponsible
Personal inter,ie+ +ith
Project Sponsor
7e are hopef$l that as the Project Sponsor/ 0ane +ill
ha,e a &roa' o,er,ie+/ as +ell as 'etaile' kno+le'ge of
the iss$es in,ol,e' an' the o&jecti,es @ especially ho+
complaints are han'le' an' 'oc$mente'4 As a longtime
employee of P0 3nterprises A5:m s$spen'ing my
'is&eliefBC she can also help $s $n'erstan' the roles of
those in,ol,e' an' +hat the political en,ironment might
&e as +e Din,a'e: Sheena an' 0$'ie:s territory +ith
pro&ing -$estions an' a 'esire to re'esign their training4
>etsy Gomoll
C$stomer s$r,ey 9onest information from the c$stomers regar'ing their
personal e;periences +ith P0 3nterprises) the goal is to
'isco,er +hat kin' of complaints the c$stomers ha,e
an' ho+ their e;periences co$l' ha,e &een &etter)
going along +ith this goal is i'entifying +hat it +as that
ma'e some c$stomers satisfie' an' others 'issatisfie'
!ere'ith
Eo$rie-
!an$ele
Personal inter,ie+ +ith
!ike !errill
!ike +ill ha,e an organi1ation-+i'e ,ie+ that +ill help
$s 'etermine +ho to -$estion/ +hat to ask/ an' ho+ the
iss$es in,ol,e' align +ith the organi1ational goals4 9e
can also help $s &etter $n'erstan' the roles of those
in,ol,e'4
>etsy Gomoll
$estions to As%& 'die Thompson( Catalog )irector * Sheena Pere+(
Merchandising Manager
9alf-'ay pro'$ct training6
Can yo$ pro,i'e me +ith the facilitators: g$i'e an' materials for the c$rrent
training8
9o+ is learning assesse' in the c$rrent training8
7hat are the learning styles of atten'ees an' ho+ are these learning styles
a''resse'8
#i' the training incl$'e c$stomer ser,ice F&est practicesG8
7hat &eha,ior reinforcement programs are c$rrently &eing $se'8
7hat follo+-$p e,al$ation is c$rrently &eing 'one8 Please pro,i'e metrics/ if any4
5s it possi&le to make the act$al pro'$cts a,aila&le to the learners to see an'
to$ch '$ring training8
9o+ 'oes the c$rrent training align +ith organi1ational goals8
#o yo$ think that training on the catalog pro'$cts is eno$gh to meet the nee's of
the operators8
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7hat nee's 'o yo$ think this ne+ training sho$l' meet8
7hat +o$l' yo$ change8 7hat +o$l' yo$ 'efinitely keep8
$estions to As%& "# Specialist
Recr$iting/ selecting/ hiring/ training an' managing ne+ hires is a challenge6
7hat are the specific challenges in each area liste'8
.$rno,er is high on all staff le,els/ partic$larly operators/ c$stomer ser,ice s$per,isors an'
+areho$se staff4
7hat are the metrics an' statistics year o,er year for each of these roles8
7hat are 9R plans for a''ressing this iss$e8
7hat s$ccession plans are in place8
!ore than "HI of operators in'icate' jo& 'issatisfaction '$ring internal inter,ie+s @ many
+ere consi'ering lea,ing the company
7hat -$estions +ere aske' '$ring these inter,ie+s8
7ere they con'$cte' face-to-face/ &y phone/ or online8
7as this an anonymo$s s$r,ey(inter,ie+ or +ere employee names incl$'e'8
Are there metrics a,aila&le8 A?ikert scale s$r,ey8C
7ere act$al comments collecte'8
Ee+ policy @ performance e,al$ation(self e,al$ation process6
7hat has &een the effect of this ne+ policy8
9o+ is the information gathere'8
9o+ is the information $se'8
7hat are the metrics an' report 'etails from these e,al$ations8
7hat changes are planne' for the process/ if any8
Ee+ policy @ employee han'&ook6
7hat has &een the effect of this ne+ policy8
9o+ are employees $sing the han'&ook8
5s there fee'&ack &eing gathere' on employee satisfaction +ith the han'&ook8
Ee+ policy @ $pgra'e' pension plan6
7hat has &een the effect of this ne+ policy8
7hat are the costs associate' +ith this ne+ policy8
5s there fee'&ack &eing gathere' on employee satisfaction +ith the pension
plan8
Ee+ policy @ !onthly employee meetings
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7hat is the atten'ance8
7hat is the p$rpose of the meetings8
7hat +o$l' &e the cost of compensating employees for atten'ing the meetings8
7hat incenti,es might &e employe' to enco$rage atten'ance8
ther 9R -$estions6
Are there plans for reorgani1ation or jo& restr$ct$ring8
7hat are yo$r short an' long term staffing nee's8
7hat skills are nee'e' for each jo&8 @ please pro,i'e c$rrent jo& 'escriptions
#o c$rrent jo& 'escriptions an' recr$iting strategies meet these nee's8
7hat is the rate of pay for the c$rrent phone operators8
7hat is the rate of pay for the c$rrent C$stomer Ser,ice S$per,isors8
#o they recei,e any kin' of &on$s or incenti,e for sales8
$estions to As%& Cstomer Service Spervisors
C$stomer Ser,ice Representati,es6
9o+ m$ch of their 'ay 'o they spen' s$per,ising operators8
7hat is a typical +ork'ay for yo$8
7hat is a typical +ork'ay for the operators8
9o+ m$ch of their 'ay 'o they spen' s$per,ising operators8
7hat is a typical +ork'ay for yo$8
7hat is a typical +ork'ay for the operators8
Phone operators on a,erage respon' to 3 calls per ho$r. Phone operators are
Dre-$ire': to respon' to * calls per ho$r4 9o+ is that re-$irement c$rrently
enforce'8
9o+ many calls 'o they think the operators sho$l' &e a&le to han'le in a one-
ho$r perio'8
7hat &arriers e;ist that limit their a&ility to meet call-,ol$me an' c$stomer-
ser,ice goals8
9o+ many calls 'o they think the operators sho$l' &e a&le to han'le in a one-
ho$r perio'8
7hat &arriers e;ist that limit their a&ility to meet call-,ol$me an' c$stomer-
ser,ice goals8
.elephone operators transfer calls to s$per,isor +hen c$stomer has a -$estion they are
$na&le ans+er6
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7hy 'o they think so many calls are transferre' to them instea' of &eing han'le'
&y the operator8
7hat can(sho$l' &e 'one to 'ecrease the n$m&er of calls nee'ing to &e
transferre'8
7hat can(sho$l' &e 'one to increase c$stomer satisfaction8
7hy 'o they think so many calls are transferre' to them instea' of &eing han'le'
&y the operator8
7hat can(sho$l' &e 'one to 'ecrease the n$m&er of calls nee'ing to &e
transferre'8
7hat can(sho$l' &e 'one to increase c$stomer satisfaction8
9o+ many calls are transferre' to a s$per,isor per ho$r per operator8
7hich operators ha,e the most(least calls transferre' to the s$per,isor8
7hat kin's of in-$iries are ma'e '$ring these transferre' calls8
7hat -$estions appear most fre-$ently8
A,erage sale per call is J2"H-J"HH6
7hat is the a,erage sales re,en$e per c$stomer per year8
7hat is the cost of losing one c$stomer '$e to poor c$stomer ser,ice8
$estions to As%& Telephone ,perators
A focs grop of operators -ill be as%ed the follo-ing .estions&
.elephone operators can access pro'$ct reference g$i'es '$ring calls6
9o+ is this accomplishe'8
7hat steps m$st an operator take to ans+er in-$iries8
7hat kin's of in-$iries re-$ire a''itional steps to ans+er the c$stomer:s
-$estions8
Another -$estion to ask all operators an' CS S$per,isors is +hat they co$l' 'o
to gi,e really &a' ser,ice @ then ask them to t$rn that aro$n' to 'etermine for
themsel,es ho+ to gi,e really goo' ser,ice
Regar'ing the training sessions offere' &efore each catalog is release'6
5s the information a'e-$ate8
7hat 'o yo$ like most a&o$t the trainings8
7hat +o$l' yo$ 'o to impro,e them8
#$ring a call/ telephone operators6
ffer stan'ar' greeting
7 | P a g e
o 7hat is the stan'ar' greeting8
Place or'er 'irectly in system
o 7hat are the steps in the or'er entry process8
o 7hich steps ca$se 'iffic$lty8
3nco$rage c$stomer to ans+er a fe+ &rief c$stomer ser,ice -$estions at the en'
of the call
o 7hat are the -$estions in that s$r,ey8
o Are they +ritten in a script for operators to rea' from8
o #o operators al+ays $se the script8
o 9a,e they recei,e' training on con'$cting the s$r,eys8
&ser,e employees 'oing their jo& Athis co$l' &e in a''ition to inter,ie+ing themC6
.ake note of each task
.ake note of each process
.ake note of ho+ m$ch time things take
7hat else are they e;pecte' to 'o '$ring each or'er that may keep them
from ha,ing time to process more than 3 sales calls per ho$r
9o+ are the +orkstations set $p @ is it efficient8 5s it comforta&le8
#oes the comp$ter soft+are they rely on for pro'$ct information +ork
efficiently8
7hat 'o they ha,e in the +ay of jo& ai's8
.alk to a top performer
7hat are the &est practices/ tips an' tricks they can impart to others8
5s there any incenti,e for top performers to help others8
7hat are the pitfalls that top performers ha,e learne' to a,oi'8
General information a&o$t the &arriers an' nee's of a telephone operator6
.he follo+ing -$estions +ill &e part of a s$r,ey to &e sent to all operators6
7hat part of yo$r jo& is the most 'iffic$lt for yo$8 7hat +orks +ell8
7hat is yo$r le,el of jo& satisfaction8 A$se likert scaleC
7hat is yo$r le,el of satisfaction +ith yo$r s$per,isor:s s$pport8
7hat kin's of things come $p that nee' to &e researche'8
8 | P a g e
7hat is a typical +ork'ay for yo$8
7hat 'o yo$ nee' to 'o yo$r jo& +ell8 3-$ipment8 7orkspace8
$estions to As%& IT Specialist
9o+ 'iffic$lt is it for operators to research c$stomer -$estions8
7hat are the most common -$estions that telephone operators ask the 5.
help'esk8
7hat +o$l' yo$ like operators to know8
5s there a +e&site a,aila&le to place or'ers online8 5f not/ is there a plan to
implement a +e&site in the f$t$re8
.oll-=ree n$m&er for c$stomers or'ers/ complaints an' in-$iries4
Are these separate' as the call comes in $sing a p$sh-&$tton system Dpress 1
toK: 5f so/ please pro,i'e the system information4
System can han'le t+enty incoming lines6
Can more than one call &e han'le' on a line8
#oes the system ha,e o$tgoing call capacity8
#o o$tgoing calls take $p incoming lines8
7ho is a$thori1e' to make o$tgoing calls8
7hat is the inci'ence of o$tgoing calls per +eek8
System can han'le forty hea'sets6
9o+ is it helpf$l to ha,e more hea'sets than lines8
A$tomatic call 'istri&$tion feat$res6
7hat are these feat$res an' +hich ones are $tili1e' c$rrently8
System has acti,ity reporting capa&ility6
7hat kin's of information can &e e;tracte' ,ia reports8
System is D'esigne': to ans+er %H percent of in-$iries +ithin 2 min$tes an' ens$re
c$stomer is happy
7hat 'oes the term Dsystem: mean in this instance @ act$al technology
programming/ or simply the c$rrent process that phone operators follo+8
7hat are the capa&ilities of the system8
System is only $se' at L"I of capacity
7hat is the significance of this n$m&er8
9o+ can +e increase capacity $sage8
7hat +o$l' the conse-$ences of increase' capacity $sage &e8
9 | P a g e
ther phone system -$estions6
Are there changes planne' for phone system e-$ipment $pgra'es or
technology8
7hat impro,ements +o$l' yo$ like to see to the c$rrent phone system that +o$l'
increase re,en$e8
$estions to As%& 'ane Mac/en+ie0Smith( Project Sponsor
7hat are +e a&le to meas$re no+ that +e can meas$re again later to sho+
impro,ement8
7ho has o,ersight of the project8 9o+ is yo$r role 'ifferent from the Project
+ner8
7ho 'o yo$ think sho$l' &e inter,ie+e'8
7ho is a,aila&le to inter,ie+8
C$stomer Ser,ice Complaints6
7ho is responsi&le for gathering c$stomer complaints8
7hat complaints are most common8
9o+ is this information gathere'8
7hat is 'one +ith the 'ata collecte'8
9o+ is the s$r,ey con'$cte'8
7hat s$r,ey -$estions are &eing aske'8
Complaints incl$'e6
?ack of kno+le'ge &y phone operators
o 7hat -$estions are operators least likely to &e a&le to ans+er8
Poor phone eti-$ette
o 7hat is the c$rrent phone eti-$ette policy8
o 9o+ is the information 'isseminate' to operators8
o 9o+ is it enforce'8
?ong +ait times in -$e$e
o 7hat is the a,erage +ait time8
o 5f %H percent of all calls are set to &e ans+ere' in 2 min$tes/ ho+ can
there &e +ait times that are longer than that8
o 7hat 'oes Dans+ere': mean @ ans+ere' &y an a$tomate' message to
+ait on hol' or ans+ere' &y an operator8
o 7hat is the 'istri&$tion of +ait times o,er the ho$rs of the 'ay8
o Are there times of 'ay +hen +ait times are consistently longer than
others8
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o Are there 'ays of the +eek +hen +ait times are consistently longer than
others8
o Are there times of the year +hen +ait times are consistently longer that
others8
Aske' to call &ack later
o 7hat circ$mstances prompt an operator to ask a c$stomer to call &ack8
o 7hat other options might they ha,e for han'ling the sit$ation8
"HI of c$stomers s$r,eye' last year +ere 'issatisfie' to the point that they e;press
$n+illingness to make f$t$re p$rchases
7hat are the -$estions in that s$r,ey8
9o+ +as the s$r,ey con'$cte'8
Are there metrics a,aila&le8
7ere specific comments collecte'8
9a,e any incenti,es(re+ar's &een e;ten'e' to phone operators for goo'
c$stomer ser,ice scores an' increase' sales ,ol$me8
9a,e any incenti,es(re+ar's &een e;ten'e' to C$stomer Ser,ice S$per,isors
for goo' c$stomer ser,ice scores an' increase' sales ,ol$me8
$estions to As%& Cstomers
The following questions will be part of a sure!
9o+ long ha,e yo$ &een a c$stomer of P0 3nterprises8 ( 9o+ many p$rchases
ha,e yo$ ma'e in the past si; months8
9o+ +o$l' yo$ rate yo$r o,erall satisfaction +ith P0 3nterprises8
9o+ likely is it that yo$ +o$l' recommen' P0 3nterprises to another person8
=ollo+ $p -$estion6 5f yo$ +o$l' recommen' P0 3nterprises/ +hy8 ( 5f yo$ +o$l'
not recommen' P0 3nterprises/ +hy8
#o yo$ ha,e any s$ggestions for o,erall impro,ement8 Please rate the
telephone operators on the follo+ing attri&$tes6 responsi,eness/
professionalism/ politeness/ kno+le'ge of the pro&lem/ efficiency in sol,ing the
pro&lem A$sing likert scaleC4
Perhaps +e sho$l' ask c$stomers if the pro'$ct lines meet their nee's or 'esires
5s c$stomer ser,ice the only reason they +on:t ret$rn8
Can they get the same pro'$cts else+here more cheaply8
$estions to As%& Mi%e Merrill( 1ice President of Sales * o-ner of the project
7hat are the o&jecti,es of the project8
7hat is the alignment to organi1ational goals8
11 | P a g e
7hat has &een 'e,elope' so far8
7ho has o,ersight of the project8 9o+ is yo$r role 'ifferent from the Project
Sponsor8
7ho 'o yo$ think sho$l' &e inter,ie+e'8
7ho is a,aila&le to inter,ie+8
#oadbloc%s * )ependencies
.he gro$p &rainstorme' an' generate' a list of potential roa' &locks an' 'epen'encies
that +ill affect the flo+ of the project
>$'get iss$es - additional hardware/software, workspace design and other
unforeseen costs
Cooperation an' a,aila&ility of S!3s 2 stakehol'ers
.ime constraints
?ack of a,aila&ility of information an' metrics 'ata
?o+ s$r,ey response rate - low response rates from surveys issued to telephone
operators and customers may prevent us from getting an adequate supply of
data to analyze.
Strategies to Mitigate #is%s
.o mitigate the risk of a lo+ s$r,ey response rate/ +e can enter the names of
c$stomers(staff +ho ha,e complete' the s$r,ey into a 'ra+ing4 7e might &e a&le to
&$'get in a pri1e for the p$rpose of a greater ret$rn on the s$r,eys4
3,eryone on this project has a &$sy sche'$le4 7e sho$l' &e fle;i&le for the S!3s an'
stakehol'ers4 .hey +ill &e more apt to +ork +ith $s if +e are respectf$l of each personMs
time4
>$'gets +ill &e set at the &eginning of the project/ agree' to &y all parties/ an' a
contingency f$n' sho$l' &e maintaine' in or'er to 'eal +ith $nforeseen costs4
.ime constraints can &e manage' &y i'entifying milestones/ creating realistic goals/ an'
creating contingencies4
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How to Impro! S!ri"! #n$ S#%!&
A Performance Analysis of P0 3nterprises
13 | P a g e



3#NC O*L6 Project !anagement for 5nstr$ctional #e,elopment
Performance Analysis #eport
!arch 23/ 2H14
Introdction
.his report is s$&mitte' to the Project Sponsor/ 0ane !acKen1ie-Smith/ of P0
3nterprises as a report of fin'ings an' recommen'ations on the performance iss$es as
analy1e' &y 5nno,ation Associates4
2ac%grond
>etsy Gomoll/ Kim ?emoine/ Ashley !organ/ an' !ere'ith Eo$rie-!an$ele of
5nno,ation Associates ha,e &een hire' &y 0ane !acKen1ie-Smith of P0 3nterprises to
'esign/ 'e,elop/ an' 'eli,er a training program for the telephone operators an' those
employees in s$per,isory roles4
P0 3nterprises/ a mail-or'er catalog &$siness/ is rapi'ly gro+ing4 .heir net profit last
year +as J1 million/ an' they e;pect to 'o$&le that this year4 .he goal for catalog sales
is to gro+ from J1H million last year to J13 million this year4 An'/ their commitment to
these financial goals incl$'es a capital e;pen'it$re of o,er J4HH/HHH4 9o+e,er/ they
ha,e i'entifie' se,eral iss$es that may negati,ely impact the f$t$re of the company4
C$stomer s$r,eys in'icate a 3HI increase in c$stomer complaints/ an' employee
'issatisfaction is reporte' &y telephone operators4
5nno,ation Associates a',ise' that a Performance Analysis is necessary to 'etermine if
training is the correct sol$tion for the iss$e an' to offer other sol$tions4 7e +ill complete
a gap analysis an' s$ggest possi&le sol$tions4
Prpose
.he p$rpose of the Performance Analysis at P0 3nterprises is to 'etermine the ca$ses
of an' possi&le sol$tions of to increase' c$stomer complaints an' employee
'issatisfaction/ especially amongst telephone operators4
Identification of Needs
=rom the analysis/ 5nno,ation Associates 're+ the follo+ing concl$sions6
Telephone ,perators lack a'e-$ate s$pport4 .his lea's to an increase in call
'$ration for c$stomers +ho get impatient/ +hich lea's to 'ecrease' -$ality of
c$stomer ser,ice +hen operators &ecome fr$strate'4
o C$rrent -$arterly pro'$ct training 'oes not meet operator nee's6
Eo c$stomer ser,ice training is pro,i'e'
!inimal ,is$als of pro'$cts/ no han'o$ts
5ns$fficient time to co,er all pro'$cts
5ns$fficient time for -$estions
14 | P a g e
Eo assessment of operator kno+le'ge
o perators 'o not ha,e all of the pro'$ct information memori1e'4
o C$rrent pro'$ct g$i'e 'oes not meet operator nee's6
Pro'$ct information is not +ell organi1e'4
Searching man$ally for information to ans+er c$stomer -$estions
is time-cons$ming an' fr$strating4
Pro'$ct information is ina'e-$ate4
Paper &ooklet -$ickly &ecomes 'amage' an' 'iffic$lt to $se4
o C$stomer ser,ice iss$es often re-$ire transfer of calls to s$per,isors4
o .here is a high employee t$rno,er rate '$e to lack of jo& satisfaction4
o #isco$nts $se' as incenti,es are ineffecti,e '$e to short e;piration time4
.here are no longe,ity incenti,es4
Spervisors spen' more time ans+ering escalate' calls than +orking +ith
telephone operators4
o !any calls escalate' to s$per,isors co$l' &e han'le' &y operators if they
ha' the proper information an' tools4
o S$per,isors 'o not ha,e a'e-$ate time to o&ser,e telephone operators4
.his creates a 'isconnection &et+een telephone operators an' 'irect
s$per,isors4
o 7hen employees mo,e into a s$per,isory position/ often as a res$lt of a
promotion from a telephone operator role/ they 'o not recei,e any training
specific to the role of s$per,isor4
o .elephone operators report that they 'o not fin' their s$per,isors easy to
comm$nicate +ith/ specifically in reference to ne+ pro'$cts4
o S$per,isors an' telephone operators &oth report not ha,ing han's-on
training +ith the or'er entry system/ making the process 'iffic$lt to grasp4
Analysis Methods
5nno,ation Associates6
Con'$cte' an electronic s$r,ey $sing S$r,ey !onkey soft+are targeting
!anagers an' pre,io$s trainers to collect information regar'ing6
o Pre,io$s telephone operator training
o 0o& Ai' reso$rces a,aila&le
o Pre,io$s c$stomer ser,ice s$r,eys
5nformation regar'ing attit$'es/ +ork processes/ +ork en,ironment/ an' s$pport
materials an' str$ct$re +as ac-$ire' $sing m$ltiple metho's6
o =oc$s gro$p con'$cte' +ith telephone operators
15 | P a g e
o 5nter,ie+s con'$cte' +ith s$per,isors
o Anonymo$s electronic s$r,ey $sing S$r,ey !onkey to i'entify &arriers on
the jo&
o &ser,ation of telephone operator room to re,ie+ the +orking con'itions
of the telephone operators
o C$stomer calls analy1e' to o&ser,e c$stomer interactions an' collect
time st$'y 'ata an' 'etermine the ca$se of e;ten'e' call times4
!et +ith 0ane !acken1ie-Smith/ project sponsor/ to o&tain information regar'ing6
o 3mployee roles an' a',ice on inter,ie+ing
o Goals an' o&jecti,es regar'ing c$stomer ser,ice
o Attit$'e to+ar' implementing ne+ or'er entry system +ith 3PSS system
an' propose' timing
!et +ith 5. #irector to o&tain information regar'ing6
o Common technical iss$es +ith phone an' or'er entry system
o Possi&le +ays to optimi1e $se of phone system
o Capa&ility of ne+ or'er entry system an' propose' implementation timing
o Capa&ilities of 3PSSA3lectronic Performance S$pport SystemC-type
f$nctionality an' implications of p$shing $p the planne' implementation
!et +ith 0$'ie .hompson Acatalog 'irectorC an' Sheena Pere1 Amerchan'i1ing
managerC in'i,i'$ally to gather information regar'ing6
o C$rrent pro'$ct training an' materials
o Pro'$ct catalog 'ata selection an' collection
o Pro'$ct catalog printing an' printer capa&ilities
16 | P a g e
)ata Smmary& 'ob Satisfaction
.he follo+ing graph of operator s$r,ey res$lts sho+s jo& satisfaction4 A%2I s$r,ey ret$rn rate4C

f the 2" operators/ none +ere ,ery satisfie'/ an' the majority +ere ,ery or some+hat 'issatisfie' +ith
their jo&4
)ata Smmary6 Telephone ,perator 3eedbac%
.he follo+ing graph ,is$ally s$mmari1es +hat telephone operators &elie,e +o$l' make them
more s$ccessf$l at their jo&"4
perators feel that pro,i'ing shorter trainings that in,ol,e 'oing an' seeing +o$l' impro,e their
performance4 .hey also feel that more efficient comp$ters an' comp$ter soft+are +o$l' help them to &e
more s$ccessf$l4
17 | P a g e
)ata Smmary& Typical Phone Call Se.encing
.he follo+ing +orkflo+ sho+s +hen the c$rrent paper-&ase' pro'$ct g$i'es are $se' &y operators to ans+er c$stomer -$estions/
an' at +hat point calls are transferre' to a s$per,isor4 Np'ate' 7orkflo+ Chart a''e' &elo+4
)ata Smmary& Components of a Typical Call
Res$lts of a call report sho+ the majority of the time is spent +aiting for an operator to fin' ans+ers to the
c$stomer:s -$estions a&o$t the pro'$ct4
Indications of Analysis
Npon completion of the analysis/ 5nno,ation Associates s$ggests the follo+ing to help P0
3nterprises &etter meet their mission statement6
Pro,i'e imme'iate pro'$ct s$pport sol$tions for operators an' s$per,isors to
impro,e c$stomer ser,ice4
#e,elop long-term technical sol$tions for optim$m pro'$ct s$pport an' c$stomer
ser,ice4
.rain telephone operators an' s$per,isors to impro,e c$stomer ser,ice an' $se
of s$pport systems an' materials4
Remo'el telephone operator room to re'$ce 'istraction4
ffer more appealing jo& incenti,es to telephone operators to increase jo&
satisfaction an' 'ecrease employee t$rno,er rates4
#ecommended Soltions for P' 4nterprises to Consider
Pro,i'e imme'iate short-term pro'$ct s$pport &y creating a searcha&le/
electronic ,ersion of c$rrent pro'$ct g$i'e6
o 5nstall on all operator an' s$per,isor 'esktops4
o .rain operators an' s$per,isors on efficient $se of electronic g$i'e
o Np'ate 'oc$ment on an ongoing &asis as a''itional pro'$ct information
is a''e' to the 'ata&ase4
19 | P a g e
Pro,i'e long-term/ permanent pro'$ct s$pport &y 'e,eloping an' implementing
3PSS A3lectronic Performance S$pport SystemC for catalog pro'$cts searches
an' enhance' catalog information
.raining sho$l' &e $p'ate' to match the companyMs mission statement4
o .raining is nee'e' to impro,e c$stomer ser,ice an' 'e-escalating skills of
telephone operators4
o C$stomer ser,ice training nee's to &e integrate' +ith catalog pro'$ct
training4
o .raining to access catalog pro'$ct 'escriptions +ithin the or'ering system
$sing 3PSS +o$l' impro,e the -$ality of c$stomer ser,ice4
Pro,i'e s$per,isor training to teach lea'ership an' positi,e reinforcement of
skills4
o 5mpro,e telephone operator an' s$per,isor comm$nication4
o !etrics nee' to &e ree,al$ate' to potentially re'$ce the nee' for
s$per,isor inter,ention +ith the c$stomer4
o 5ncrease telephone operator call P-jacking +ith s$per,isors/ incl$'ing
-$ick fee'&ack4
5mpro,e the +orking en,ironment an' materials4
o 3PSS a,aila&le '$ring training +ith s$perior pro'$ct information4
o A'j$st the +ork en,ironment to increase foc$s an' re'$ce 'istraction4
Change employee incenti,e programs4
o Consi'er loyalty incenti,es4
o >ase operator incenti,es on sales or c$stomer satisfaction res$lts
instea' of call-,ol$me4
o Change the c$rrent incenti,e &y either increasing the time allo+e'
to $tili1e the pro'$ct 'isco$nt/ or offering monetary incenti,es4
=ormali1e an' stan'ar'i1e the employee e,al$ation process to make the
res$lts more meaningf$l an' &$il' a stronger relationship &et+een
operators an' their s$per,isors4 5ncrease the foc$s on organi1ational an'
c$stomer ser,ice goals4
Change monthly meeting format4
o 9ol' the meeting three times/ once for each shift4
o 3ither pay employees to atten'/ or a'' greater ,al$e for
atten'ance4
o Anno$nce the agen'a ahea' of time an' co,er something ne+
each month4
o >egin each meeting +ith positi,e fee'&ack4
20 | P a g e
o Pro,i'e an opport$nity for employees to gi,e fee'&ack an' inp$t on
an iss$e4
o Gi,e ne+ pro'$cts as 'oor pri1es to increase the sales team:s
enth$siasm for the item&4
Pro,i'e incenti,es to C$stomer Ser,ice S$per,isors &ase' on team
performanc!4
A'' -$estions to the e;it inter,ie+s to i'entify reasons &ehin' the jo&
'issatisfaction4
Proposed Soltions for Conslting 3irm to Carry ,t
5nno,ation Associates +ill6
Create imme'iate sol$tion for pro'$ct s$pport - 7ork +ith 0$'ie .hompson an'
printer to create electronic pro'$ct g$i'e to remain in place $ntil 3PSS sol$tion is
implemente'4 .rain operators an' s$per,isors on efficient $se of electronic
pro'$ct g$i'e4 #esign ongoing Fg$i'e $p'ateG program4
Assist in 'e,eloping permanent sol$tion for pro'$ct s$pport - 7ork +ith 5./ 0$'ie
.hompson/ an' Sheena Pere1 to implement ne+ or'er entry system +ith 3PSS
f$nctionality/ incl$'ing o,ersight of 'ata collection/ +ork processes/ planning/
implementation an' e,al$ation4
Np'ate training program for telephone operators - 7e +ill $p'ate training content
an' 'eli,ery system for telephone operators4 .raining content +ill incl$'e
c$stomer ser,ice skills/ 'e-escalating techni-$es/ mission statement relate'
-$estions an' na,igating the 3PS#4
#e,elop training for s$per,isors - 7e +ill 'e,elop content an' a 'eli,ery system
for training s$per,isors4 .raining content +ill incl$'e comm$nication skills/
positi,e reinforcement techni-$es an' na,igating the 3PSS4
3,al$ation - .hree months after implementing s$ggeste' sol$tions/ +e +ill +ork
+ith P0 3nterprises to con'$ct an e,al$ation of jo& satisfaction/ a,erage call
times an' c$stomer ser,ice s$r,eys4
4valation Plan
P0 3nterprises +ill &e a&le to e,al$ate the s$ccess of the sol$tions recommen'e' &y
5nno,ation Associates4 Npon implementation an' application of the sol$tions s$ggeste'6
Analysis of collecte' s$r,ey res$lts +ill re,eal a re'$ction in c$stomer
complaints4
.elephone operators +ill e;hi&it impro,e' c$stomer ser,ice skills an' a re'$ce'
a,erage call time4
.he occ$rrence of calls referre' to s$per,isors +ill 'ecrease4
perator s$r,ey res$lts +ill e;hi&it an increase in jo& satisfaction4
A,erage time +ith the company +ill increase for operators4
21 | P a g e
#e.est for Proposal
5nno,ation Associates has pro,en its e;pertise an' ,al$e in assisting P0 3nterprises +ith
all phases of this training project4 $r firm is especially skille' in 'e,eloping training/
assessments/ an' certifications4
As re-$este'/ 5nno,ation Associates +ill s$&mit a proposal to pro,i'e the inter,entions
liste' in the section FPropose' Sol$tions for Cons$lting =irm to Carry $t4G
22 | P a g e
Project Charter
!arch 3H/ 2H14
Project Information
Project Name
peration 3GR3.6 3lectronic G$i'e/ Reinforcement an' 3mployee .raining
Project Managers
>etsy Gomoll/ Kim ?emoine/ Ashley !organ/ !ere'ith Eo$rie-!an$ele
Project Sponsor
0ane !acKen1ie-Smith/ #irector of Catalog S$pport/ P0 3nterprises
Project ,-ner
!ike !errill/ <ice Presi'ent of Sales/ P0 3nterprises
Sta%eholders and Impacts
Sta%eholder Impact
0ane !acKen1ie-Smith/ Project
Sponsor
Participates in the initiation of the project)
pro,i'es s$pport to the project manager)
signs off on major 'eli,era&les
!ike !errill/ Project +ner >$'get ,ersight) .ie&reaker
Ashley !organ/ Project !anager 3ns$res the completion of the project) seeks
appro,al of 'eli,era&les from project sponsor
Sheena Pere1/ Re,ie+er an' S$&ject
!atter 3;pert
Pro,i'es catalog pro'$ct e;pertise for project
'eli,era&les) re,ie+s final electronic pro'$ct
g$i'e
>etsy Gomoll/ Kim ?emoine/ !ere'ith
Eo$rie-!an$ele$ Project .eam
!em&ers
3;ec$te project tasks an' pro'$ce project
'eli,era&les
23 | P a g e
Sta%eholder Impact
Sharehol'ers/ Stakehol'ers
7ill see greater profits '$e to increase'
c$stomer loyalty) +ill see a re'$ction in cost
'$e to 'ecrease' t$rno,er
.elephone perators an'
S$per,isors/ Stakehol'ers
7orking en,ironment an' system +ill &e
mo'ifie') higher sales s$ccess/ increase' call
,ol$me an' greater jo& satisfaction
9R Specialist/ Stakehol'ers #e,elop incenti,e program +ith the
recommen'ations from the project team
C$stomers/ Stakehol'ers Recei,e impro,e' c$stomer ser,ice an'
e;periences 'ecrease' call time) more likely
to repeat &$siness
1ersion )ate& March 56( 7689
)escription of :or%
Project Prpose
.he p$rpose of this project is to 'e,elop an' implement training to impro,e c$stomer
ser,ice an' employee jo& satisfaction/ especially amongst telephone operators4
2siness ,bjectives
>$siness o&jecti,es incl$'e6
.o 'e,elop an' facilitate operator(s$per,isor training
.o pro,i'e an effecti,e electronic pro'$ct g$i'e
.he actions taken in this project +ill s$pport the follo+ing &$siness o&jecti,es6
5ncrease ann$al catalog &y increasing c$stomer satisfaction an' increasing the
total n$m&er of calls taken &y operators4
#ecrease operating e;penses &y increasing operator jo& satisfaction an'/
there&y/ 'ecreasing employee t$rno,er4
Project )eliverables
Project #eli,era&les incl$'e6
24 | P a g e
Project Charter
Project !anagement Plan
#esign #oc$ments for each co$rse
Stat$s Report
=acilitator G$i'es for each co$rse
3lectronic Pro'$ct G$i'e #eli,era&le
5nstr$ctor-?e' perator(S$per,isor .raining
In Scope
5nno,ation Associates +ill6
S$pport the pro'$ction of an electronic pro'$ct g$i'e4
o .rain a P0 3nterprises staff mem&er or team on $p'ating the
g$i'e
#esign/ 'e,elop/ an' 'eli,er the follo+ing training for operators an'
s$per,isors6
o 9o+ to $se the electronic pro'$ct g$i'e
5ncl$'ing +ays to increase sales &y $pselling an' cross-
selling
o 9o+ to increase call-,ol$me an' c$stomer satisfaction $sing the
pro'$ct g$i'e an' 'e-escalating skills if c$stomers are
$nsatisfie'4
o Pro'$ct training for items in the +inter 2H14 catalog/ in
conj$nction +ith P0 3nterprise:s merchan'ising manager"
#esign/ 'e,elop/ an' 'eli,er lea'ership training for c$stomer ser,ice
s$per,isors +ith these goals6
o 5mpro,e operator an' s$per,isor comm$nication
o 5ncrease telephone operator call P-jacking +ith s$per,isors
o 5mpro,e fee'&ack gi,en to operators
o Strengthen the impact of the ne+ e,al$ation program
o 5ncrease operator moti,ation an' jo& satisfaction scores
o 5ncrease the sales totals for operators
#esign/ 'e,elop/ an' arrange for the pro'$ction of a facilitator g$i'e
for each of the a&o,e
Pro,i'e the opport$nity for a staff mem&er or team appointe' &y P0
3nterprises to co-facilitate these trainings4 .his +ill &$il' the
capa&ilities for in-ho$se trainings in the f$t$re4
,t of Scope
.he follo+ing +ill not &e the responsi&ility of 5nno,ation Associates6
Pro'$ct information to &e incl$'e' in the pro'$ct g$i'e
A'j$stments to the +ork en,ironment4
Changes to the employee incenti,e programs
25 | P a g e
Changes to the employee e,al$ation process
5mplementation of an 3lectronic Performance S$pport System
Project Completion Criteria
.his project +ill &e complete $pon rollo$t of the electronic pro'$ct g$i'e an' integration
of operator(s$per,isor training in time for the sche'$le' 2H14 mi'-thir' -$arter training
session4
Project Milestones
Milestone )ate
Project Charter Signe' !arch 3H/ 2H14
9ol' Kickoff !eeting +ith
Stakehol'ers
April 2/ 2H14
#esign #oc$ment
Complete'
!ay 1/ 2H14
Pro'$ct G$i'e #esign
Complete'
0$ly 1/ 2H13
.raining !aterials
Complete'
A$g$st 1/ 2H14
Pro'$ct G$i'e Complete' A$g$st 1"/ 2H14
.raining #eli,ere' Septem&er 3/ 2H14
Project Closeo$t Septem&er 3H/ 2H14
Eote6 A 'etaile' sche'$le +ill &e complete' once the #esign #oc$ment Project Plan is create'4
26 | P a g e
#is%s
#is% Area ;i%elihood
; M "
#is% ,-ner Project Impact <
Mitigation Plan
Change in lea'ership staff Q P0
3nterprises
.he project sho$l'
procee' as o$tline'4 Any
changes +ill nee' to &e
appro,e' &y &oth parties4
#elay in pro'$ct information
'e,elopment
Q 5nno,ation
Associates
!ay impact the a&ility to
'e,elop the electronic
pro'$ct g$i'e on-time4
.here is ample time in the
o,erall plan to lo+er this
risk4 .he g$i'e +ill &e
pro'$ce' +ith pro'$ct
information a,aila&le at
the time of 'e,elopment4
5nno,ation Associates +ill
pro,i'e training on ho+ to
$p'ate the g$i'e4
Nnforeseen challenges in other
projects may affect time
a,aila&le to pro'$ce
'eli,era&les4
Q 5nno,ation
Associates
Ample time is &$ilt into the
sche'$le to mitigate this
risk4
?ack of access to ,en'or an'
fail$re of ,en'or to meet their
commitments
Q 5nno,ation
Associates(
P0
3nterprises
Set clear 'ea'lines an'
e;pectations4 =re-$ent
sche'$le' follo+-$ps4
Assmptions
5nno,ati,e Associates project team is responsi&le for6
Project management ser,ices thro$gho$t the project
#e,eloping of instr$ctor-le' operator training for all state' participants
#e,eloping of instr$ctor-le' s$per,isor training for all state' participants
!anaging pro'$ction of electronic pro'$ct g$i'e
Pro,i'ing information a&o$t training space an' technology nee's t+o months
in a',ance of training
27 | P a g e
Printing all training materials for initial sessions6
o =acilitator G$i'e
o 9an'o$ts
#eli,ering one ro$n' of classroom training to all state' participants
Pro,i'ing one train-the-trainer session for f$t$re P0 3nterprises instr$ctor
Pro,i'ing electronic files of materials for f$t$re training
!anaging time an' a'hering to state' sche'$le
!anaging project finances an' a'hering to state' &$'get
nly &illing for la&or costs liste' in this 'oc$ment $nless appro,e' &y P0
3nterprises
Pro,i'ing +eekly stat$s reports
P0 3nterprises is responsi&le for6
Pro,i'ing time an' talent of s$&ject matter e;perts
Pro,i'ing access to San Serif Printing Ser,ices to electronic pro'$ct g$i'e
Pro,i'ing information as nee'e' for training 'e,elopment an' 'eli,ery
Pro,i'ing timely re,ie+ of all materials for acc$racy an' completeness
Pro,i'ing training facilities +ith comp$ter access a+ay from +orkstations
Planning an' implementing training sche'$le
3ns$ring operators an' s$per,isors atten' sche'$le' training sessions
5nstalling electronic pro'$ct g$i'e on training comp$ters an' +orkstations
Np'ating electronic pro'$ct g$i'e as nee'e'
ther ass$mptions ma'e &y 5nno,ati,e Associates6
Ee+ electronic pro'$ct g$i'e +ill &e easily searcha&le an' +ill re'$ce or'er
entry call time
Constraints
.he follo+ing constraints may affect this project6
>$'getary constraints for the 'e,elopment of the pro'$ct g$i'e an' training
material pro'$ction may affect this project4
System constraints may affect the -$ality or properties of the electronic pro'$ct
g$i'e4
#e,elopment of pro'$ct 'escriptions +ill &e constraine' &y information a,aila&le
from the man$fact$rer4
perator training time +ill &e limite' &eca$se the sessions +ill take them a+ay
from ans+ering phones '$ring an assigne' shift4
.he electronic pro'$ct g$i'es +ill nee' to &e accessi&le '$ring the or'ering
process4 .h$s/ the ne+ or'ering system may affect the 'e,elopment of the
g$i'e4
28 | P a g e
4=ternal )ependencies
7ork an' 'eli,era&les agree' to in this charter &y 5nno,ation Associates an' P0
3nterprises +ill &e s$&ject to the follo+ing e;ternal 'epen'encies6
Colla&oration +ith P0 3nterprises: catalog print pro,i'er/ San Serif Printing Ser,ices/
4H1 34 !ain Street/ for assistance in transforming the c$rrent paper pro'$ct g$i'e
into a searcha&le p'f format4
2dget
Category Cost/"ors 4stimate
#esign/ 'e,elopment an'
implementation of electronic pro'$ct
g$i'e
Cost6 J%/HHH
?a&or6 *H ho$rs at J1"H(ho$r
#esign an' 'e,elopment of *-O ho$rs
of training/ jo& ai's an' facilitator
g$i'e
Cost6 J""/12"4HH
?a&or6 42H ho$rs at J13H(ho$r
1endor Assistance #e.ired
5nno,ation Associates re-$ires ,en'or assistance from P0 3nterprises: catalog print
pro,i'er/ San Serif Printing Ser,ices/ 4H1 34 !ain Street/ to manage the pro'$ction of
the searcha&le electronic pro'$ct g$i'e in p'f format4
Project Team Members * #oles
Name #ole #esponsibilities 4st> Time
Investment
>etsy Gomoll 5nstr$ctional #esigner A$thor Performance
Analysis an' #esign
#oc$ment4 #esign an'
'e,elop the training
materials an' electronic
pro'$ct g$i'e template4
1*" ho$rs
Kim ?emoine Project Coor'inator A$thor Stat$s Report4
Assign tasks an' maintain
the project sche'$le to
ens$re timely completion4
*" ho$rs
29 | P a g e
Name #ole #esponsibilities 4st> Time
Investment
Ashley !organ Project !anager
A$thor Project
!anagement Plan4
3sta&lish 'ea'lines for
team mem&ers an'
maintain comm$nication
+ith team mem&ers an'
project sponsor
%H ho$rs
!ere'ith Eo$rie-
!an$ele
.echnical 7riter A$thor =acilitator G$i'e
an' instr$ctions for
implementing electronic
pro'$ct g$i'e an' project
'oc$ments4
1HH ho$rs
Approvals
#ole Signatre )ate
Project Sponsor&
0ane !acKen1ie-Smith %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% %%%%%%%%%%%%%%%%%%%
Project ,-ner&
!ike !errill %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% %%%%%%%%%%%%%%%%%%%
Project Manager&
Ashley !organ %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% %%%%%%%%%%%%%%%%%%%
30 | P a g e
Project /ic%0,ff Meeting
,peration 4G#4T& 4lectronic Gide( #einforcement and 4mployee Training
7e'nes'ay/ April 2/ 2H14 @ O6HHP! 3S.
Invitees&
5nno,ation Associates6
>etsy Gomoll A5nstr$ctional #esignerC
Kim ?emoine AProject Coor'inatorC
Ashley !organ AProject !anagerC
!ere'ith Eo$rie-!an$ele A.echnical 7riterC
P0 3nterprises6
0ane !acKen1ie-Smith/ #irector of Catalog S$pport AProject SponsorC
!ike !errill/ <ice Presi'ent of Sales AProject +nerC
Sheena Pere1/ !erchan'ising !anager ARe,ie+er an' S$&ject !atter 3;pertC
Agenda&
7elcome an' 5ntro'$ctions - A4 !organ ?@ min>A
!eeting &jecti,e an' Gro$n' R$les - A4 !organ ?@ min>A
Sponsor:s Statement - 04 !acken1ie-Smith ?@ min>A
Project >ackgro$n' an' P$rpose - A4 !organ ?@ min>A
Project &jecti,es - A4 !organ ?86 min>A
o #e,elop operator(s$per,isor training
o Pro,i'e facilitator g$i'e an' training materials
o Pro,i'e effecti,e electronic pro'$ct g$i'e
Project Scope 2 Sche'$le - A4 !organ ?8@ min>A
A##53 Process @ >4 Gomoll ?@ min>A
Re,ie+ Cycles @ K4 ?emoine ?@ min>A
Roles 2 Responsi&ilities - A4 !organ ?@ min>A
Ee;t Steps - A4 !organ ?@ min>A
R$estions ?86 min>A
7rap Np- K4 ?emoine ?@ min>A
31 | P a g e
32 | P a g e
33 | P a g e
34 | P a g e
35 | P a g e
Project Management Plan
April */ 2H14
Project Name
peration 3GR3.6 3lectronic G$i'e/ Reinforcement an' 3mployee .raining
Prepared by
5nno,ation Associates
>etsy Gomoll/ Kim ?emoine/ Ashley !organ/ !ere'ith Eo$rie-!an$ele
)ate
April */ 2H14
1ersion Control
1ersion )ate Comments
1 April */ 2H14 S$&mitte' to project
sponsor April */ 2H14
2 April 23/ 2H14 S$&mitte' for =inal
Project
Project )escription
5nno,ation Associates has &een hire' &y P0 3nterprises to 'esign/ 'e,elop/ an' 'eli,er
a training program for their telephone operators an'/ s$per,isors/ an' to fin' sol$tions to
iss$es in the sales 'epartment4
Project Prpose and 'stification
.he p$rpose of this project is to 'e,elop an' implement training to impro,e c$stomer
ser,ice an' employee jo& satisfaction/ especially amongst telephone operators4
C$stomer s$r,eys in'icate a 3HI increase in c$stomer complaints/ an' the n$m&er of
calls per ho$r 'oes not meet policy stan'ar's4 #espite &eing pai' the in'$stry stan'ar'/
jo& satisfaction is lo+ an' there is a high t$rno,er rate among .elephone operators4
5nno,ation Associates con'$cte' a Performance Analysis(.raining Eee's Assessment
an' reporte' their res$lts in a Performance Analysis Report4
36 | P a g e
2siness ,bjectives
>$siness o&jecti,es incl$'e6
.o 'e,elop an' facilitate operator(s$per,isor training
.o pro,i'e an effecti,e electronic pro'$ct g$i'e
.o increase call ,ol$me +hich +ill lea' to increase' sales
.he actions taken in this project +ill s$pport the follo+ing &$siness o&jecti,es6
5ncrease ann$al catalog sales &y increasing c$stomer satisfaction an'
increasing the total n$m&er of calls taken &y operators4
#ecrease operating e;penses &y increasing operator jo& satisfaction an'/
there&y/ 'ecreasing employee t$rno,er4
,vervie-
5nno,ation Associates has &een hire' &y 0ane !acKen1ie-Smith of P0 3nterprises to
'esign/ 'e,elop/ an' 'eli,er a training program for the telephone operators an' those
employees in s$per,isory roles4
P0 3nterprises i'entifie' se,eral iss$es that may negati,ely impact the f$t$re of the
company4 C$stomer s$r,eys in'icate a 3HI increase in c$stomer complaints/ an'
employee 'issatisfaction is reporte' &y telephone operators4 5nno,ation Associates
con'$cte' a Performance Analysis an' s$ggeste' sol$tions to &e implemente' &y the
thir' -$arter of 2H144
Scope Statement
)eliverables Inclded
Project #eli,era&les incl$'e6
Project Charter
Project !anagement Plan
#esign #oc$ment for perator .raining
#esign #oc$ment for S$per,isor .raining
Stat$s Report
=acilitator G$i'e for perator .raining
=acilitator G$i'e for S$per,isor .raining
3lectronic Pro'$ct G$i'e
5nstr$ctor le' perator(S$per,isor .raining
Pro'$ct an' 3lectronic Pro'$ct G$i'e .raining for telephone operators an' s$per,isors
+ill &e con'$cte' '$ring sche'$le' shifts to accommo'ate the staff an' enco$rage
37 | P a g e
atten'ance4 .he '$ration of the training +ill &e fo$r ho$rs4 Pro'$cts +ill &e a,aila&le for
operators '$ring the training4 7e &elie,e that seeing the pro'$cts an' &eing a&le to
to$ch them +ill ai' in their a&ility to sell an' ans+er -$estions a&o$t the items4
#a! Shift6 =o$r training sessions +ill &e offere' to accommo'ate the 11
employees sche'$le' on the shift4
3,ening Shift6 .hree training sessions +ill &e offere' to accommo'ate the 1H
employees sche'$le' on the shift4
Eight Shift6 .+o training sessions +ill &e offere' to accommo'ate the 4
employees sche'$le' on the shift4
C$stomer Ser,ice .raining for operators an' s$per,isors +ill &e sche'$le' for one to
t+o ho$rs at m$ltiple times '$ring each shift to allo+ some telephone operators an'
s$per,isors to remain in the +orkroom an' ans+er c$stomer calls4
#ay Shift6 =o$r training sessions +ill &e offere' to accommo'ate the 11
employees sche'$le' on the shift4
3,ening Shift6 .hree training sessions +ill &e offere' to accommo'ate the 1H
employees sche'$le' on the shift4
Eight Shift6 .+o training sessions +ill &e offere' to accommo'ate the 4
employees sche'$le' on the shift4
S$per,isory an' ?ea'ership Skills .raining +ill &e offere' to s$per,isors for one to t+o
ho$rs4 .he fo$r s$per,isors +ill &e traine' t+o at a time '$ring their reg$lar shift or j$st
&efore or after their shift4 .herefore there +ill al+ays &e at least one s$per,isor on '$ty
at e,ery shift4
4=clsions
.he s$ggeste' sol$tions res$lte' from a Performance Analysis(.raining Eee's
Assessment con'$cte' &y 5nno,ation Associates4 Some of the reporte' res$lts from the
Performance Analysis Report are not 'irectly pro,i'e' &y o$r ser,ice contract4
#$e to the limitations of the ser,ices 5nno,ation Associates 'irectly pro,i'es/ P0
3nterprises +ill &e responsi&le for the follo+ing6
Pro'$ct information to &e incl$'e' in the pro'$ct g$i'e
A'j$stments to the +ork en,ironment4
Changes to the employee incenti,e programs
Changes to the employee e,al$ation process
5mplementation of an 3lectronic Performance S$pport System
5nno,ation Associates +ill +ork +ith P0 3nterprises as a cons$ltant for these s$ggeste'
sol$tions4
Project Completion Criteria
.his project +ill &e complete $pon rollo$t of the electronic pro'$ct g$i'e an' integration
of operator(s$per,isor training in time for the sche'$le' 2H14 mi'-thir' -$arter training
session4
38 | P a g e
4=ternal )ependencies
7ork an' 'eli,era&les agree' to in this charter &y 5nno,ation Associates an' P0
3nterprises +ill &e s$&ject to the follo+ing e;ternal 'epen'encies6
Colla&oration +ith P0 3nterprises: catalog print pro,i'er/ San Serif Printing Ser,ices/
4H1 34 !ain Street/ for assistance in transforming the c$rrent paper pro'$ct g$i'e
into a searcha&le p'f format4
Assmptions
5nno,ation Associates project team is responsi&le for6
Project management ser,ices thro$gho$t the project
#e,eloping of instr$ctor-le' operator training for all state' participants
#e,eloping of instr$ctor-le' s$per,isor training for all state' participants
!anaging pro'$ction of electronic pro'$ct g$i'e
Pro,i'ing information a&o$t training space an' technology nee's 2 months in
a',ance of training
Printing all training materials for initial sessions6
o =acilitator G$i'e
o 9an'o$ts
#eli,ering one ro$n' of classroom training to all state' participants
Pro,i'ing one train-the-trainer session for f$t$re P0 3nterprises instr$ctor
Pro,i'ing electronic files of materials for f$t$re training
!anaging time an' a'hering to state' sche'$le
!anaging project finances an' a'hering to state' &$'get
nly &illing for la&or costs liste' in this 'oc$ment $nless appro,e' &y P0
3nterprises
Pro,i'ing +eekly stat$s reports
P0 3nterprises is responsi&le for6
Pro,i'ing time an' talent of s$&ject matter e;perts
Pro,i'ing access to San Serif Printing Ser,ices for pro'$ction of electronic
pro'$ct g$i'e
Pro,i'ing information as nee'e' for training 'e,elopment an' 'eli,ery
Pro,i'ing timely re,ie+ of all materials for acc$racy an' completeness
Pro,i'ing training facilities +ith comp$ter access a+ay from +orkstations
Planning an' implementing training sche'$le
3ns$ring operators an' s$per,isors atten' sche'$le' training sessions
5nstalling electronic pro'$ct g$i'e on training comp$ters an' +orkstations
Np'ating electronic pro'$ct g$i'e as nee'e'
ther ass$mptions ma'e &y 5nno,ati,e Associates6
Ee+ electronic pro'$ct g$i'e +ill &e easily searcha&le an' +ill re'$ce or'er
entry call time
39 | P a g e
Constraints
.he follo+ing constraints may affect this project6
>$'getary constraints for the 'e,elopment of the pro'$ct g$i'e an'
training material pro'$ction may affect this project4
System constraints may affect the -$ality or properties of the electronic
pro'$ct g$i'e4
#e,elopment of pro'$ct 'escriptions +ill &e constraine' &y information
a,aila&le from the man$fact$rer4
perator training time +ill &e limite' &eca$se the sessions +ill take them
a+ay from ans+ering phones '$ring an assigne' shift4
.he electronic pro'$ct g$i'es +ill nee' to &e accessi&le '$ring the
or'ering process4 .h$s/ the ne+ or'ering system may affect the
'e,elopment of the g$i'e4 .h$s/ the pro'$ct g$i'e m$st &e compati&le
+ith the ne+ or'ering system4
40 | P a g e
Milestones
Milestone )ate
Project Charter Signe' !arch 3H/ 2H14
9ol' Kickoff !eeting +ith stakehol'ers April 2/ 2H14
#esign #oc$ments Complete' !ay 1/ 2H14
Pro'$ct G$i'e an' PG .raining #esigns
Complete'
!ay 3H/ 2H13
All .raining !aterials Prepare' A$g$st 2H/ 2H14
Pro'$ct G$i'e Complete' A$g$st O/ 2H14
Pro'$ct G$i'e 5nstalle' A$g$st 22/ 2H14
.raining #eli,ere' Septem&er "/ 2H14
S$mmati,e 3,al$ations Complete' cto&er 1"/ 2H14
Project Closeo$t cto&er 3H/ 2H14
Project Approach
.he project approach +ill &e a tra'itional Aor phase'C approach4 .he training sessions
an' electronic pro'$ct g$i'e +ill &e 'esigne' $sing the A##53 AAnaly1e/ #esign/
#e,elop/ 5mplement/ 3,al$ateC process4
Primary Plans
.he project coor'inator +ill 'e,elop a sche'$le of tasks to complete/ $sing the +ork
&reak'o+n str$ct$re as a g$i'e/ in the form of a Gantt Chart4
41 | P a g e
.he project manager +ill monitor the n$m&er of la&or ho$rs +orke' to+ar' the
completion of the project to esta&lish act$al la&or to compare to the estimate' la&or
ho$rs projecte' &elo+4

Schedled Meetings
.he 5nno,ation Associates team meets reg$larly on 7e'nes'ays to re,ie+ the progress
of the project an' colla&orate as nee'e'4 .he project sponsor is in,ite' to atten' these
sche'$le' meetings4
Schedled Stats #eports
Stat$s reports +ill &e 'eli,ere' to the project sponsor e,ery t+o +eeks4 .he stat$s
report +ill s$mmari1e +ork in progress/ complete' tasks an' a''ress the ne;t step in
the process4 5ss$es that may affect the project timeline/ &$'get or scope +ill &e
a''resse' thro$gh the Contingency an' Change !anagement Plans4
42 | P a g e
Isses Management
An internal Contingency Plan has &een 'e,elope' to track iss$es4 .he project manager
is responsi&le for 'oc$menting iss$es in the contingency plan/ esta&lishing priorities/
an' assigning resol$tion responsi&ility4 5n the e,ent of an iss$e that re-$ires the
assistance of P0 3nterprises/ the project manager an' project sponsor +ill colla&orate to
assign the task to resol,e the iss$e4 .he stat$s report +ill incl$'e a section to 'oc$ment
iss$es for the project sponsor an' ho+ the iss$e +as resol,e&4
43 | P a g e
:2S )iagrams
44 | P a g e
Np'ate' perator .raining 7>S
45 | P a g e
Np'ate' S$per,isor .raining 7>S
46 | P a g e
Np'ate' Pro'$ct G$i'e 7>S
47 | P a g e
Schedle
Project Schedle
Name/Title :ho )one )ate
2egin Project
Performance Analysis
Ashley !organ) >etsy Gomoll) Kim
?emoine) !ere'ith Eo$rie-!an$ele
3(23(2H14
7rite Project Charter
Ashley !organ) >etsy Gomoll) Kim
?emoine) !ere'ith Eo$rie-!an$ele
3(2%(2H14
Project Charter Sign-ff Ashley !organ 3(3H(2H14
Kickoff !eeting
Ashley !organ) >etsy Gomoll) Kim
?emoine) !ere'ith Eo$rie-!an$ele
4(2(2H14
,perator Training
Condct Analysis 4(O(2H14
Conte;t$al Analysis >etsy Gomoll 4(O(2H14
C$stomer Analysis Ashley !organ 4(O(2H14
?earner Analysis >etsy Gomoll 4(O(2H14
0o& .ask Analysis Kim ?emoine 4(O(2H14
)esign )ocment "(1(2H14
Select .opics >etsy Gomoll 4(11(2H14
7rite ?earning &jecti,es >etsy Gomoll 4(1O(2H14
#esign Assessments(Acti,ities an'
Se-$ence
>etsy Gomoll 4(2H(2H14
$tline =acilitator G$i'e !ere'ith Eo$rie-!an$ele 4(21(2H14
#esign =ormati,e an' S$mmati,e
3,al$ations
>etsy Gomoll) Kim ?emoine 4(21(2H14
S$&mit #esign #oc$ment 4(22(2H14
Re,ie+ Cycle Kim ?emoine "(1(2H14
#esign #oc$ment Sign-off Ashley !organ "(1(2H14
)evelop Training and 3G
.raining Acti,ities(Assessments >etsy Gomoll *(14(2H14
.raining !aterials !ere'ith Eo$rie-!an$ele *(14(2H14
#e,elop =ormati,e an' S$mmati,e
3,al$ations
>etsy Gomoll) Kim ?emoine 4(23(2H14
=acilitator G$i'e !ere'ith Eo$rie-!an$ele O(12(2H14
.rain-the .rainer G$i'e !ere'ith Eo$rie-!an$ele O(12(2H14
.raining Sche'$le Kim ?emoine O(12(2H14
Re,ie+ Cycle Kim ?emoine O(1O(2H14
#e,elop Pilot Co$rse >etsy Gomoll/ !ere'ith Eo$rie-!an$ele O(14(2H14
.raining 2 =G Sign-ff Ashley !organ O(1L(2H14
48 | P a g e
Implement
Con'$ct Pilot
Ashley !organ) >etsy Gomoll) Kim
?emoine) !ere'ith Eo$rie-!an$ele
O(24(2H14
Re,ie+ Cycle Kim ?emoine O(24(2H14
Pro'$ce .raining !aterials Kim ?emoine L(2H(2H14
.rain .rainers
Assistant !erch !anager) >etsy Gomoll)
!ere'ith Eo$rie-!an$ele ) Sheena Pere1
L(22(2H14
#eli,er .raining
Ashley !organ) Assistant !erch
!anager) >etsy Gomoll) Kim ?emoine)
!ere'ith Eo$rie-!an$ele ) Sheena Pere1
L(2"-%("(2H14
.raining Complete %("(2H14
4valate
Con'$ct =ormati,e 3,al$ation Ashley !organ %(3(2H14
Spervisor Training
Condct Analysis
Conte;t$al Analysis >etsy Gomoll 4(O(2H14
C$stomer Analysis Ashley !organ 4(O(2H14
?earner Analysis >etsy Gomoll 4(O(2H14
0o& .ask Analysis Kim ?emoine 4(O(2H14
:rite )esign )ocment
#esign =ormati,e an' S$mmati,e
3,al$ations
>etsy Gomoll) Kim ?emoine 4(23(2H14
Select .opics >etsy Gomoll 4(11(2H14
7rite ?earning &jecti,es >etsy Gomoll 4(1"(2H14
#esign ?earner Assessment >etsy Gomoll 4(1L(2H14
#esign 5nstr$ctional Acti,ities >etsy Gomoll 4(2H(2H14
$tline =acilitator G$i'e !ere'ith Eo$rie-!an$ele 4(23(2H14
Re,ie+ Cycle Kim ?emoine 4(3H(2H14
#esign #oc$ment Sign-off Ashley !organ "(1(2H14
)evelop Training and 3G
.raining Acti,ities(Assessments >etsy Gomoll *(3H(2H14
.raining !aterials !ere'ith Eo$rie-!an$ele *(3H(2H14
?earner Assessents >etsy Gomoll *(3H(2H14
3,al$ation .ools >etsy Gomoll) Kim ?emoine *(1"(2H14
=acilitator G$i'e !ere'ith Eo$rie-!an$ele O(13(2H14
=ac G$i'e =inal Complete !ere'ith Eo$rie-!an$ele O(14(2H14
.raining Sche'$le Kim ?emoine O(13(2H14
Re,ie+ Cycle Kim ?emoine O(1O(2H14
=inali1e Pilot Co$rse >etsy Gomoll/ !ere'ith Eo$rie-!an$ele O(21(2H14
.raining 2 =G Sign-ff Ashley !organ O(21(2H14
Implement
49 | P a g e
Con'$ct Pilot .raining
Ashley !organ) >etsy Gomoll) Kim
?emoine) !ere'ith Eo$rie-!an$ele
O(23(2H14
Re,ie+ Cycle Kim ?emoine L(O(2H14
Pro'$ce .raining !aterials Kim ?emoine) !ere'ith Eo$rie-!an$ele L(2H(2H14
#eli,er .raining
Ashley !organ) >etsy Gomoll) Kim
?emoine) !ere'ith Eo$rie-!an$ele
L(2"-%("(2H14
4valate
Con'$ct =ormati,e 3,al$ation Ashley !organ %(3(2H14
4lectronic Prodct Gide
Condct Analysis
0o& .ask Analysis Kim ?emoine 4(11(2H14
Research an' Choose #e,elopment
.ool
Ashley !organ) 5. 4(11(2H14
.ool Sign-ff Ashley !organ 4(11(2H14
Research Pro'$ct information Assistant !erch !anager) Sheena Pere1 *(1H(2H14
:rite )esign )ocment
#esign 3,al$ation .ools
>etsy Gomoll) Kim ?emoine) Ashley
!organ
4(2H(2H14
#esign .raining >etsy Gomoll "(1"(2H14
#esign Prototype 5.) !ere'ith Eo$rie-!an$ele "(1"(2H14
Re,ie+ Cycle Kim ?emoine "(2%(2H14
Prototype 2.raining Sign-off Ashley !organ "(3H(2H14
)evelop Training and Prodct Gide
#e,elop .raining >etsy Gomoll O(13(2H14
#e,elop Pro'$ct G$i'e
Ashley !organ) Assistant !erch
!anager) 5.) Kim ?emoine) !ere'ith
Eo$rie-!an$ele ) Sheena Pere1
L(O(2H14
#e,elop 3,al$ation .ools >etsy Gomoll *(2O(2H14
Pilot .est G$i'e 2 .raining
Ashley !organ) Assistant !erch
!anager) >etsy Gomoll) 5.) Kim ?emoine)
!ere'ith Eo$rie-!an$ele ) Sheena Pere1
O(1*(2H14
Re,ie+ Cycle Kim ?emoine L(*(2H14
Pro' G$i'e 2 .raining Sign-off Ashley !organ L(O(2H14
Implement
5nstall G$i'e on 7orkstations Ashley !organ) 5.) Kim ?emoine L(22(2H14
#eli,er .raining
Ashley !organ) >etsy Gomoll) Kim
?emoine) !ere'ith Eo$rie-!an$ele
L(2"-%("(2H14
4valate
3,al$ate .raining an' G$i'e Ashley !organ %(12(2H14
Project 4G#4T Closeot
S$mmati,e 3,al$ations
Ashley !organ) >etsy Gomoll) Kim
?emoine) !ere'ith Eo$rie-!an$ele
1H(1"(2H14
50 | P a g e
Prepare Analysis Report Ashley !organ) !ere'ith Eo$rie-!an$ele 1H(23(2H14
Present Project =inal Report
Ashley !organ) >etsy Gomoll) Kim
?emoine) !ere'ith Eo$rie-!an$ele
1H(2O(2H14
=inal Sign-off Ashley !organ 1H(3H(2H14
Project Closeo$t Ashley !organ 1H(3H(2H14
51 | P a g e
peration 3GR3. Gantt Chart6 Re' i'entifies the critical path4
52 | P a g e
Change Management Plan
Prpose
.he Change !anagement Plan 'oc$ments an' tracks the necessary information re-$ire' to
effecti,ely manage project change from project inception to 'eli,ery4
.he Change !anagement Plan is create' '$ring the Planning Phase of the project4 5ts
inten'e' a$'ience is the project manager/ project team/ project sponsor an' any senior
lea'ers +hose s$pport is nee'e' to carry o$t the plan4
Goals
.he goals of the Change !anagement Plan are the follo+ing6
Set e;pectations for ho+ changes +ill &e manage'
Set a chain of comman' for ho+ changes +ill &e initiate' an' e;ec$te'4
Change Control Process
All changes ha,e to &e s$&mitte' in +riting ,ia the follo+ing Change Re-$est =orm6
Change Request Form
Document of Record for a project change request
Project Name Project Manager
Project
Sponsor
Created by
Date of
Request
Implementation
by
Change Request Detail ! The Change Request form is the document of record for a
change request. It provides the business reasons and justifcation for the change and
assesses the risk and impact of the change.
"ype of Change Description of the change requested #ith rationale
'(&in!&& C)#ng! or
*!!$
F(n$ing So(r"! P%#n
C)#ng!
S"op! C)#ng! or *!!$
S")!$(%! C)#ng!
Error Corr!"tion
R!g(%#tor+ R!,(ir!m!nt
Ot)!r
53 | P a g e
Priority $ Critical: -I "#n.t mo! /orw#r$ (nti% t)i& ")#ng! i& r!&o%!$.0
% High1 -I.m 2n! /or rig)t now, 3(t (n%!&& t)i& ")#ng! i& r!&o%!$
3+ t)! $(! $#t!, I won.t 3! #3%! to mo! /orw#r$.0
& Normal1 -I.m 2n! /or t)! rig)t now, 3(t t)i& m#+ imp#"t m+
#3i%it+ to mo! /orw#r$ in t)! n!#r /(t(r!.0
' Low1 -T)i& ")#ng! i& not imp#"ting m+ #3i%it+ to mo!
/orw#r$.0
(ene)ts of Proposed
Changed
T)! #$$ition#% 3!n!2t& t)! propo&!$ ")#ng! wo(%$ )#!.
*lternati+es Li&t #n+ #%t!rn#ti!&4wor56#ro(n$ to t)! ")#ng! t)#t !7i&t.
Impact Se+erity 1 - Critical Impact1 T)r!#t!n& t)! &(""!&& o/ t)! progr#m
2 - High Impact1 Signi2"#nt $i&r(ption to progr#m &")!$(%!, "o&t,
or ,(#%it+
3 - Normal Impact1 Progr!&& $i&r(pt!$ wit) m#n#g!#3%!
!7t!n&ion& to &)ort6t!rm &")!$(%! #n$ "o&t
' - Low Impact1 E7po&(r! i& &%ig)t
,ist of Impacted
Deli+erables
Financial Impact -./
Estimated Cost of the
Change
Schedule Impact -days/
Time Required for the
Change
Resources Required for
Change
Impact Summary
*uthori0ation
8)o )#& t)! #(t)orit+ to #ppro! t)i& t+p! o/
")#ng!9
A$i&or+ 'o#r$ '(&in!&& O:"!
St!!ring
Committ!!
C(&tom!r4St#5!)o%
$!r
E7!"(ti! Spon&or Ot)!r1
Change Requests Status C)#ng! R!,(!&t Op!n
C)#ng! R!,(!&t Appro!$
C)#ng! R!,(!&t R!;!"t!$
C)#ng! R!,(!&t C%o&!$
<!/!rr!$ /or r!i!w #t
%#t!r $#t!
<#t!1
Fiscal Re+ie#ed and *ppro+ed by
I/ /(n$ing i& &o(r"!$ &!p#r#t!%+ 3+ # $!p#rtm!nt
<#t!1
*uthori0ing Signature <#t!1
Project Manager Signature <#t!1
54 | P a g e
#esponsibilities
Person?sA #esponsible #esponsibilities
Project !anager AA4 !organC
an' Project .eam A>4 Gomoll/
K4 ?emoine/ !4 Eo$rie-
!an$eleC
#e,elop the change management plan
Project !anager AA4 !organC =acilitate the change management process)
con'$ct re,ie+s of all change management
acti,ities +ith senior management on a perio'ic
&asis
Project .eam A>4 Gomoll/ K4
?emoine/ !4 Eo$rie-!an$eleC
!aintain a log of all change re-$ests
Project Sponsor 3ns$re that the change management plan is
implemente' an' that a'e-$ate reso$rces an'
f$n'ing are a,aila&le to s$pport the e;ec$tion of
the change management plan4
55 | P a g e
Commnication Plan
Commnication ,bjectives
.he comm$nication o&jecti,es incl$'e6
Promoting an' e;plaining the &enefits of peration 3GR3.
Gaining s$pport an' cooperation for the initiati,e informing stakehol'ers ho+ an'
+here they fit into the process
Promoting t+o-+ay 'isc$ssion an' comm$nication as a means of increasing
acceptance an' s$staining change
Promoting the s$ccess of a project &y meeting the information nee's of project
stakehol'ers4
#efining the project:s str$ct$re an' metho's of information collection/ screening/
formatting/ an' 'istri&$tion
$tlining $n'erstan'ing regar'ing the actions an' processes necessary to facilitate
the project:s s$ccess
Commnication Principles
Comm$nication principles +ill &e6
Straightfor+ar' an' honest in keeping +ith P0 3nterprise:s ,al$es an' stan'ar's for
t+o-+ay comm$nication
Consistent to all stakehol'er gro$ps an'(or a$'iences
Promote' as a means to increase acceptance
Concise/ 'irect/ an' pro'$ce' in a manner that is easily $n'erstoo'
.imely an' cost-effecti,e to reflect $ser preference
Target Adience
General staff
!anagers an'(or s$per,isors
3;ec$ti,es an'(or senior management
/ey Messages
5nno,ation Associates has &een hire' &y P0 3nterprises to 'esign/ 'e,elop/ an'
'eli,er a training program for their telephone operators an' to fin' sol$tions to iss$es
in the sales 'epartment4 .his training program has &een name' peration 3GR3.6
3lectronic G$i'e/ Reinforcement an' 3mployee .raining4
56 | P a g e
C$stomers +ill &enefit from peration 3GR3. +ith increase' satisfaction in regar's
to the or'ering process an' in telephone operators: a&ilities to ans+er -$estions
a&o$t pro'$cts4
7ith c$stomer satisfaction comes more &$siness an' c$stomer loyalty/ &oth of +hich
are &enefits for P0 3nterprises4
.he 'eli,era&les for this project incl$'e6 Project Charter/ Project !anagement Plan/
#esign #oc$ments/ Stat$s Report/ =acilitator G$i'es/ 3lectronic Pro'$ct G$i'e
#eli,era&le/ an' 5nstr$ctor le' perator(S$per,isor .raining4
.his project +ill &e complete $pon rollo$t of the electronic pro'$ct g$i'e an'
integration of operator(s$per,isor training in time for the sche'$le' 2H14 mi'-thir'
-$arter training session4
Change Implications
.he ne+ metho's +ill 'iffer from +hat employees are $se' to 'oing in the follo+ing
+ays6
o Pro'$ct g$i'e +ill &e electronic
o 3ti-$ette(c$stomer ser,ice training techni-$es +ill &e ta$ght an' practice'
o .elephone operator training +ill foc$s on the most effecti,e $se of the pro'$ct
g$i'e an' ho+ that relates to c$stomer ser,ice
o S$per,isors training +ill foc$s on the tasks that are $ni-$e to the s$per,isor
position6
!oti,ating 'irect reports
.eam &$il'ing techni-$es
Comm$nication +ith telephone operators
9an'ling c$stomer complaints
.he practices that +ill ha,e to change incl$'e6
o .ransitioning to the electronic pro'$ct g$i'e as oppose' to the har' copy
o >eing open to learning c$stomer ser,ice &est practices
o ?earning thro$gh the training ho+ to han'le c$stomer complaints +itho$t
sen'ing them to s$per,isors
.he &eha,iors that +ill ha,e to change incl$'e6
o Atten'ance at the trainings +ill &e re-$ire&4 3mployees +ill &e pai' to atten'
the trainings/ an' atten'ance is man'atory4
o An open min' in regar's to the electronic form of the pro'$ct g$i'e +ill &e
necessary
.he e;pectations that +ill ha,e to change incl$'e6
o Reliance on s$per,isors to han'le c$stomer complaints
57 | P a g e
o .s passing pro'$ct -$estions to s$per,isors instea' of looking in the
pro'$ct g$i'e for them4
.hese changes +ill &e &eneficial for P0 3nterprises4 .he major reasons for the
changes &eing aske' of employees are t+ofol'6
o .o increase c$stomer satisfaction an' the likelihoo' that c$stomers +ill make
repeate' p$rchases an' recommen' P0 3nterprises to other potential
c$stomers4
o .o increase employee satisfaction an' the likelihoo' that employees +ill
contin$e their employment +ith P0 3nterprises4
Challenges and ,pportnities
Adience Challenge Message to address
challenge
Channel #esponsible )ate
.elephone
perators
!ight &e
hesitant to
make the
changes
o$t of fear
of more
steps/
more
challenges
.his training is
'esigne' to make yo$
more s$ccessf$l at
yo$r jo&4
.his pro'$ct g$i'e
an' training +ill help
yo$ increase yo$r call
,ol$me an' sales/
earn more incenti,es/
an' han'le c$stomer
complaints
=ace-to-
face ,ia
training/
flyers
Project team
mem&ers A>4
Gomoll/ K4
?emoine/ A4
!organ/ !4
Eo$rie-
!an$eleC
Prior to
the
&eginning
of the
training
S$per,isor
s
!ight &e
hesitant to
make the
changes
o$t of fear
of more
steps(chall
enges
.his training is
'esigne' to make yo$
more s$ccessf$l at
yo$r jo&4
=ace-to-
face ,ia
training/
flyers
Project team
mem&ers A>4
Gomoll/ K4
?emoine/ A4
!organ/ !4
Eo$rie-
!an$eleC
Prior to
the
&eginnin
g of the
training
58 | P a g e
Project Plan Approvals
Approvals
#ole Signatre )ate
Project Sponsor&
0ane !acKen1ie-Smith %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% %%%%%%%%%%%%%%%%%%%
Project ,-ner&
!ike !errill %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% %%%%%%%%%%%%%%%%%%%
Project Manager&
Ashley !organ %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% %%%%%%%%%%%%%%%%%%%
59 | P a g e
)esign )ocment
>y 5nno,ation Associates
)ocment )escription
.he #esign #oc$ment is presente' to 0ane Smith of P0 3nterprises in or'er to
'oc$ment the 'esign plans for the S$per,isory S$ccess 2-ho$r training4 5ncl$'e' are6
the p$rpose statement/ a$'ience 'escription/ co$rse o&jecti,es/ assessments an'
strategies/ me'ia an' 'e,elopment tools $se'/ an' a co$rse o$tline4 S$pport nee's/
o+nership an' 'e,elopment time re-$ire' are also 'elineate'4
Prpose of the Corse
S$per,isory S$ccess is 'esigne' to pro,i'e training in s$per,isory an' lea'ership skills
that +ill help C$stomer Ser,ice S$per,isors s$ccee' in their role4 .his training seeks to
capitali1e on the fact that s$per,isors +ill no+ &e spen'ing less time han'ling escalate'
calls an' +ill th$s ha,e more time to coach operators to impro,e their c$stomer ser,ice
an' sales skills an' reach their potential4 perators an' s$per,isors ha,e &een traine'
in c$stomer ser,ice skills together/ so they ha,e a common lang$age an' a common set
of stan'ar's4 .hro$gh S$per,isory S$ccess training/ s$per,isors +ill learn positi,e
reinforcement/ empo+erment/ team &$il'ing an' process fairness techni-$es to &$il' a
strong c$stomer ser,ice team for P0 3nterprises4
Adience )escription
.here are c$rrently fo$r c$stomer ser,ice s$per,isors at P0 3nterprises4 .he primary
responsi&ilities of s$per,isors are to o,ersee the telephone operators an' ens$re that
they are promptly an' co$rteo$sly ans+ering calls4 .hey participate in inter,ie+ing ne+
hires/ an' pro,i'e performance re,ie+s/ reinforcement an' 'isciplinary action for the
operators incl$'ing recommen'ations for termination as nee'e'4 .heir c$stomer ser,ice
skills are re-$ire' +hen operators are $na&le to meet the nee's of the c$stomer an'
s$&se-$ently escalate the call to the s$per,isor4
7hen a ne+ s$per,isor position &ecomes a,aila&le/ telephone operators are
recommen'e' for promotion to the position &ase' on their sales an' c$stomer ser,ice
skills4 .here is c$rrently no s$per,isory or lea'ership training pro,i'e' to ne+
s$per,isors +hen they accept the role an' shift their relationship +ith operators from
peer to s$per,isor4 All of the s$per,isory staff c$rrently employe' at P0 3nterprises are
+omen ranging in age from 2H-*H +ith no pre,io$s management e;perience or college
'egree4
Major Corse ,bjectives
After completing this co$rse/ the learner +ill &e a&le to6
5n an acti,ity/ learners +ill 'emonstrate the correct $se of one A1C positi,e
reinforcement techni-$e
After rea'ing a scenario/ learners +ill acc$rately i'entify the fo$r A4C steps in
coaching employees4
60 | P a g e
.hro$gh a role play +ith a partner/ learners +ill i'entify t+o A2C moti,ational
strategies that +ill s$pport a positi,e o$tcome
Gi,en a scenario/ learners +ill correctly i'entify one A1C team &$il'ing techni-$e that
can &e $se' in a call center
After +atching a ,i'eo/ learners +ill acc$rately i'entify t+o A2C statements ma'e &y
the s$per,isor that 'amage' his cre'i&ility +ith the employee
Gi,en choices in a scenario +ith a partner/ learners +ill i'entify the &est strategy to
ens$re fair treatment of an employee '$ring a 'isciplinary action
;earning Assessment for Corse
?earners +ill participate in the follo+ing assessments6
?esson 16
3la&orati,e interrogation in facilitate' gro$p acti,ity
Scenario +ith open-en'e' -$estions
?esson 26
Role play follo+e' &y ela&orati,e interrogation
Scenario +ith m$ltiple choice -$estions
?esson 36
3la&orati,e interrogation after ,i'eo
Scenario +ith open-en'e' -$estions
Instrctional Strategies for Corse
.he co$rse +ill &e instr$ctor-le' $sing a sli'e presentation com&ine' +ith in'i,i'$al an'
partner acti,ities4 >eca$se the s$per,isors ha,e &een on the jo& for a perio' of time/ &$t
ha,e not ha' any pre,io$s training in these topics/ each acti,ity +ill $tili1e g$i'e'
'isco,ery to assist s$per,isors in pro&lem sol,ing so that they may &$il' e;pertise an'
transfer ne+ skills 'irectly to the jo&4
Media
.he co$rse +ill $tili1e the follo+ing me'ia6
=acilitator G$i'e Ap'f an' printe'C
=acilitator
Sli'e presentation
Graphics
<i'eo
=lipcharts
Post-it Eotes
9an'o$ts
61 | P a g e
)evelopment Tools
.ools $se' to 'e,elop the co$rse incl$'e6
!icrosoft Po+erPoint
!icrosoft 7or'
Photoshop
Po$.$&e
3;cel
Class/Seat Time of Corse
.he co$rse +ill &e t+o A2C ho$rs in length an' +ill &e presente' to all fo$r s$per,isors4
Corse ,tline
.he co$rse +ill contain an intro'$ction/ three lessons an' a s$mmary(R 2 A6
I. 5ntro'$ction !" minutes#
a4 Co$rse ,er,ie+
i4 &jecti,es
ii4 !aterials
iii4 7hat to e;pect
&4 5ntro'$ction to s$per,isory skills
c4 <oice of the company
i4 #efinition
ii4 Role of s$per,isor at P0 3nterprises
II. ?esson 16 Comm$nication $" minutes#
a4 =ee'&ack
i4 .imely
ii4 9onest
iii4 Constr$cti,e
i,4 #irect
,4 S$ccinct
&4 Coaching
i4 ffer positi,e reinforcement
ii4 Clarify iss$es
iii4 ?isten
i,4 Gain agreement
c4 Acti,ity
i4 Rea' scenario
ii4 Pair share
iii4 #e&rief
III. ?esson 26 3mployee !oti,ation $" minutes#
a4 3mpo+erment
&4 .eam+ork
62 | P a g e
I%. ?esson 36 ?ea'ership $" minutes#
a4 >$il'ing cre'i&ility
&4 Process =airness
c4 3mployee as C$stomer
%. S$mmary an' S$pport &" minutes#
a4 Nse of jo& ai's
&4 S$mmary
c4 R$estions
)evelopment Time
.he co$rse +ill re-$ire 12H ho$rs of 'esign an' 'e,elopment time4
Spport re.irements
Projector +ith comp$ter connection
Speakers
Screen
,-nership
.he S$per,isory S$ccess co$rse an' =acilitator G$i'e +ill &e 'e,elope'/ maintaine'
an' $p'ate' &y 5nno,ation Associates4 Npon completion of the training/ rights to co$rse
content +ill &e the property of &oth 5nno,ation Associates an' P0 3nterprises4
Project Sign0off
Please sign &elo+ in'icating agreement +ith the propose' co$rse plan an' appro,ing
start-$p of the 'e,elopment phases4

5nstr$ctional #esigner #ate

Project !anager(Sponsor #ate
63 | P a g e
Appendi= A& )etailed Corse ,tline
Mins> Tas% / Topic / /ey Concept Method ,bjective Assessment 1isals / Media
Spport
8> 86 I. 5ntro'$ction !" minutes#
a4 Co$rse ,er,ie+
i4 &jecti,es
ii4 !aterials
iii4 7hat to e;pect
&4 5ntro'$ction to s$per,isory skills
c4 <oice of the company
i4 #efinition
ii4 Role of s$per,isor at P0
3nterprises
Presentation of
facts
7> 56 II. ?esson 16 Comm$nication $" minutes#
a4 =ee'&ack
i4 .imely
ii4 9onest
iii4 Constr$cti,e
i,4 #irect
,4 S$ccinct
&4 Coaching
i4 ffer positi,e reinforcement
ii4 Clarify iss$es
iii4 ?isten
i,4 Gain agreement
c4 Acti,ity
i4 Rea' scenario
ii4 Pair share
iii4 #e&rief
#efinition of
concepts
Application of
concepts
After rea'ing a
scenario/ learners
+ill acc$rately
i'entify the fo$r A4C
steps in coaching
employees4
?earners rea'
scenario
Pair share6
#isc$ss +ith a
partner +here the
s$per,isor
'i'('i'n:t follo+
the 4-step
process
#e&rief6 #isc$ss
as a gro$p ho+
the s$per,isor
co$l' impro,e &y
incorporating the
4 coaching steps
Sli'es
ASee appen'i; >C
9an'o$t
ASee Appen'i; CC
64 | P a g e
Appendi= 2& Slides < Spervisory Sccess
.itle Sli'e6
Coaching Acti,ity Sli'e6
65 | P a g e
Appendi= C& Coaching Activity "andot
=ront6
66 | P a g e
>ack6
67 | P a g e