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Project Information
Project Name
The name of this project is: Seasonal Product Training Using the Searchable
Product Guide.
Project Description/Overview
PJ Enterprises' management have set goals to grow profitability by maintaining
or exceeding projected sales targets, significantly improve customer service
quality with an increase in customer service satisfaction scores by 10%, and
boost employee morale by enhancing their work environment and improving
staff development and training. Due to an increase in customer complaints
regarding the quality of customer service, PJ Enterprises is specifically
considering how to improve product training and job aids for Telephone
Operators and Customer Service Supervisors.
JMAT Consulting conducted a performance analysis in order to determine the
cause of the gap between the current state and their goals, and identify needs. The
performance analysis identified the following solutions to improve customer
service quality and improve the productivity of Telephone Operators and
Customer Service Supervisors:
1. develop a searchable PDF of the product guide, which is the primary
job aid for Telephone Operators and Customer Service Supervisors, and
2. conduct trainings on the new seasonal catalog products using the new
searchable PDF.
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The next step is to conduct a job task analysis (JTA) to identify the knowledge
and skills needed by Telephone Operators and their supervisors to successfully
carry out their roles and responsibilities at PJ Enterprises. The JTA will be used
to determine the objectives for the training and develop the design document,
including a course outline and assessment plan. Instructional materials, including
a learner guide and facilitator guide, will then be created. JMAT Consulting will
work closely with both the SMEs and Project Sponsor at each stage of the
process to ensure that a quality product is delivered that meets the training needs
of the Telephone Operators and Customer Service Supervisors, and PJ
Enterprises' business objectives.
Project Purpose
JMAT Consulting has been hired to:
Business Objectives
The project described above will meet PJ Enterprises business objectives by:
Scope Statement
Deliverables Included
JMAT Consulting is responsible for delivering the following course documents:
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Exclusions
JMAT Consulting is not responsible for the following:
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The new searchable PDF of the product guide has been uploaded to the
company intranet and is functional.
All Telephone Operators and Customer Service Supervisors have
completed training on new product catalog items using the searchable
PDF of the product guide.
A facilitator's guide has been provided.
The designated SME's have been trained to use the facilitator's guide to
conduct future trainings.
All assessment and evaluation activities have been completed, including
measurement of:
Level 1: Participant reaction to and satisfaction with our training
program;
Level 2: Participants' ability to accurately identify new products
and use the searchable PDF;
Level 3: Changes in on-the-job application of the new
knowledge and skills referred to above;
Level 4: Customer satisfaction, Telephone Operators meeting
their call quota, and number of transferred calls to the customer
service supervisors for resolution; and
Level 5: Return on Investment (ROI) by comparing project costs
to total increase in sales.
Project Plans
Primary Plans
The primary plans listed below will aid JMAT Consulting to assure quality,
contain costs and meet project deadlines in order to implement the new product
training. These plans help minimize any variance from previously agreed upon
scope and statement of work:
Communication plan
Schedule plan
Quality Assurance plan
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Scheduled Meetings
The following describes when JMAT Consulting will meet with various
stakeholders and for what purpose. Meetings may occur more frequently if
problems arise that need immediate attention.
Meeting
Frequency
Description
SMEs
Bi-weekly
Sponsor
Monthly
JMAT Team
Assumptions
JMAT Consulting & Instructional Services is responsible for:
Constraints
The following situations and people could constrain, restrict, or provide limits to
our work efforts for PJ Enterprises:
External Dependencies
The successful completion of the project outlined above depends on the
following external factors:
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timely delivery of the fourth quarter product catalog by the vendors with
which PJ Enterprises contracts;
timely completion of updated descriptions for the product guide by the
copywriter with whom PJ Enterprises contracts; and
any issues that fall outside of the scope of the project or the
responsibilities of JMAT Consulting as described in this document that
could affect the timely delivery of project deliverables or ability to
contain project costs.
Project Approach
JMAT Consulting will use a phased approach that combines the best practices of
project management with the ADDIE model of instructional design to develop all
instructional materials and assessments. The phases are:
Phase 1: Initiate/Analyze
Needs assessment
Project Charter
Phase 2: Design New Product Guide Training
Project Plan
Project Scope
WBS Breakdown
Design Document
Phase 3: Develop
Generate instructional materials and assessments
Phase 4: Implement
Pilot, validate and implement training
Train designated SMEs to do future trainings
Phase 5: Evaluate
Assess all training
Ensure client deliverables have been satisfied
Submit final report
Close project out
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Milestones
The following dates are for signoff of indicated documents and development stages.
A full schedule appears in the Schedule section below.
Milestone or Activity
Deliverable
Target
Date
Design document
8/18/2015
8/18/2015
Course materials
9/14/2015
Pilot training
9/22/2015
9/23/2015
9/24/2015
Training complete
9/25/2015
Evaluation report
Project completion
2/10/2016
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WBS Diagram
A Work Breakdown Structure (WBS) for the training entitled, Seasonal Catalog
Product Training Using the New Searchable Product Guide for Telephone
Operators and Customer Service Supervisors, appears below.
Schedule
The schedule for training the Telephone Operators and Customer Service
Supervisors on seasonal catalog products using the new searchable product guide
appears below.
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TO & CSS Training: Seasonal Product Training Using the Searchable Product Guide
TASK
Phase1: Analyze
Learners characteristics
Learning environment
Work environment
Job tasks
Customer service supervisors
Determine job functions
Identify procedures/ guidelines
Identify knowledge needed
Identify related processes
Determine objectives
Telephone operators
Determine job functions
Identify procedures/ steps
Identify knowledge needed
Identify related processes
Determine objectives
WHO
START
13-Jul
DUE
31-Jul
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8-Sep
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9-Sep
14-Sep
14-Sep
Phase 2: Design
Create design document
Write objectives
Develop training assessments
Select instructional methods
Write course outline
Develop evaluation plan (Phillips ROI)
Submit design doc for review (SMEs/Sponsor)
SMEs/ Sponsor review design doc
Modify design doc per feedback from SMEs/ Sponsor
SMEs/ Sponsor verify changes
Obtain SMEs/ Sponsor sign off on design doc
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15-Sep
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Phase 4: Implement
Confirm that TOs & CSSes can attend training
Send training materials to printers
Obtain training materials from printers
Gather materials and set up room and equipment for pilot
Pilot training with SMEs
Solicit SMEs' feedback
Incorporate SMEs' feedback into training
Obtain SMEs sign off on pilot training
Gather materials and set up room and equipment for trainings
Deliver training on new catalog items using searchable PDF (Group 1)
Deliver training on new catalog items using searchable PDF (Group 2)
Train designated SME's to use facilitator guide
Obtain Sponsor's sign off on completion of training
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11-Jan
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10-Feb
Gantt Chart
The Gantt Chart below represents the critical path of the entire project, from
analysis through evaluation. It includes project milestones as well as project
dependencies that if not met could delay the project and potentially impact
quality and/or costs.
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Goals
By instituting a change management process, JMAT Consulting aims to:
keep all parties aligned with project tasks, deliverables, and outcomes to
provide training to Telephone Operators and Customer Service
Supervisors on the new catalog products using the new searchable
product guide;
ensure that all suggested changes are clearly stipulated, carefully
considered, agreed upon, and implemented as expected by the client; and
maintain open and clear communication to all stakeholders and the
sponsor.
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Responsibilities
Person Responsible
Responsibilities
Jane MacKenzie
Mike Merrill
Jane MacKenzie
Johnine Ornelas
Designated JMAT team
member
Project Sponsor
Oversees the project from the PJ Enterprises' perspective.
Serve as Project Tie-breaker if Executive Committee reaches
an impasse on change requests.
Johnine Ornelas
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Person Responsible
Sheena Perez
Ray Johnson
Sarah Commons
Maria Gomez
Paula Moore
Rosalinda Sanchez
Responsibilities
Terri Artemchik
Amy DeMage
Maria Mejia
Role
Signature
Date
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