Project Plan for

Team #3
April 3, 2016

Project Information
Project Name
This project is titled PJ Enterprises Customer Service Upskill Training.

Project Description/Overview
PJ Enterprises, a six year old retail store and mail order catalog company has hired
Team 3, Inc (T3I) to develop curriculum for catalog training. T3I met with the
management team at PJ Enterprises and it was agreed that T3I would conduct a
performance analysis to take a closer look at the overall operation to ascertain the
exact training needs of the company.
PJ Enterprises management articulated that they have had a high turnover in
personnel, particularly with customer service employees. Also, customer
complaints regarding the service received from the telephone operators (TOs) have
increased 30% over last years numbers for the same time frame. With these
factors in mind, the company has set business objectives to focus on quality and
customer service with a goal set for a ten percent increase in customer service
scores. PJ Enterprises is also focused on cultivating a quality work environment
and staff development.
T3I has focused on several areas of concern, including management, supervisors,
and TOs, and has compiled some findings and proposed solution options. PJ
Enterprises has given T3I permission to gather and compile this data into a
comprehensive report. The analysis revealed a priority need for comprehensive
telephone operator training to include updating the paper catalog into an electronic,
searchable file and instructor led operator skills training. As discussed with Jane
MacKenzie, Director of Sales Support and Project Sponsor, T3I has agreed to
move forward with this proposal.

Project Purpose
The purpose of this project for PJ Enterprises is to increase the quality of customer
service provided by TOs and decrease customer complaints against the operators.

Project Plan

4/24/2016

Business Objectives
The proposed solutions will support the following business objectives of PJ
Enterprises:

Aggressive Growth: To meet or exceed this years target of $13 million in

catalog sales, TOs need to process phone calls at a greater volume.
Incorporating a new, electronic resource for product information will
reduce the average call time and allow agents to process more calls per
hour.

Focus on quality and customer service with 10% improvement on

customer-service scores Offering staff training on customer service
skills such as phone etiquette, listening skills, and warm transfers will
improve the operators interactions with customers. This increased focus
on the needs of the customer will bear out in the scores of the next
customer service survey.

Focus on quality of staff development and recognition Involving

current customer service supervisors in the curriculum development and
training facilitation will build internal staff competencies in training and
instructional design. This develops a staff that can continue to provide
training after T3I has completed project work

Scope Statement
Deliverables Included
As part of the development for the training program, T3I will deliver the following
documents

The Project Plan, which will outline the project schedule, including a
Gantt chart, project milestones, risk management, and change management
and communication plans.

The Design Document will outline course parameters, detailing course

topics, training materials, the electronic product guide, and assessment
methods.

Exclusions
T3I is not responsible for

Project Plan

Providing a training facility

Providing product samples to use during training

Printing nor paying for materials used in class

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Project Completion Criteria

The project is complete when the following items have been delivered

Training program for TOs and customer service supervisors

Searchable electronic product guide

Job Aids

Evaluation Plan

Final report

Project Plans
Primary Plans
This Project Plan includes several plans developed to ensure a successful
implementation of the PJ Enterprises Customer Service Upskill Training.

Scheduled Meetings
T3I has organized a schedule for regular meetings; additional meetings may be
scheduled at any time should urgent matters need to be addressed.
Meeting

Progress meeting

Frequency

Weekly until
further notice
Meetings will be
held in an onsite
meeting room.

Sign-off meeting

Held on
respective signoff activity
dates.

Description

This meeting will review the

status of the project, including
the development of the
training materials and the
electronic catalog resource.

This will be a brief meeting to

review that all components of
the activity have been met to
the mutual satisfaction of T3I
and PJ Enterprises.

Scheduled Status Reports

The catalog vendor will provide the electronic product resource by July 1, 2016.

Assumptions
T3I will be responsible for the following

Project Plan

Development and timely completion of all deliverables

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Project management to include weekly meetings with the project sponsor,

Jane MacKenzie

Staying within budget

Providing training materials for review to the SMEs in a timely manner

Tracking development of the requested electronic product catalog

Constraints
The following items would be considered constraints in the ability to carry out the
project

Outdated technology currently in use

Project must be completed by Q4 2016

Limited availability of SMEs

External Dependencies
The following external influences may impact the project

External vendor does not complete the deliverables on time and/or within
budget

Project Approach
T31 will use the ADDIE method to develop the training program. The ADDIE
Model is an approach used by instructional designers and content developers to
create instructional course materials.

Project Plan

Analyze- This stage is where the instructional problem is clarified, the

instructional goals and objectives are established and the learning
environment and learner's existing knowledge and skills are identified.

Design- This stage determines all goals, tools to be used to gauge

performance, various tests, body, subject matter analysis, planning and
resources.

Develop- This stage starts the production and testing of the methodology
being used in the project. In this stage, designers make use of the data
collected from the two previous stages and use this information to create a
program that will relay what needs to be taught to participants.

Implement- This stage reflects the continuous modification of the program

to make sure maximum efficiency and positive results are obtained. Here
is where IDs strive to redesign, update, and edit the course in order for it to
be delivered effectively.
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Evaluate- The last stage of this method is evaluation. This is the part where
the project is being subjected to meticulous final testing of the what, how,
why, when of the things accomplished of the entire project.

Milestones
Milestone or Activity

Deliverable

Target Date

Sign off on the course design,

including objectives, course topic
outline, and assessment.

Design Document

6/1/16

Sign off on the materials

developed for the training course,
including the student and
facilitator guides, visual aids, and
job aids.

Course Materials

7/22/16

First training class for telephone

operators.

Instructor-led
classroom training

8/8/16

Evaluation plan identifying the

impact of the training program.

Evaluation Report

12/31/16

WBS Diagram

Schedule
Telephone Operator Training

1 Analyze

Project Plan

Who

EA, OR, PJ,

JI, RD

Start

2/29/16

Due

3/25/16

4/24/2016

Telephone Operator Training

Project Plan

Who

Start

Due

1.1 Telephone operator jobs

and tasks

EA, OR, PJ

2/29/16

3/25/16

1.1.1 Identify skills needed

EA, OR, PJ

2/29/16

3/25/16

1.1.2 Identify knowledge

needed

EA,OR, PJ,
JI, RD

2/29/16

3/25/16

1.1.3 Identify attributes

required

EA, OR, PJ

2/29/16

3/25/16

1.1.4 Determine objectives

EA,OR, PJ,
JI, RD

2/29/16

3/25/16

2 Design

EA

3/25/16

6/1/16

2.1 Create outline

EA

3/25/16

4/5/16

2.2 Write learning objectives

EA

3/25/16

4/5/16

2.3 Write design document

EA,OR, PJ,
JI, RD

4/5/16

5/2/16

2.4 Review design document

(SME)

MG, SC, RG,

PM

5/2/16

5/13/16

2.5 Update design document

based on SME feedback

EA, OR, PJ

5/14/16

5/20/16

2.6 Verify design document

(SME)

MG, SC,
RG,PM

5/20/16

5/27/16

2.7 Sign off design document

6/1/16

6/1/16

3 Develop

6/1/16

7/22/16

3.1 Obtain product samples

MG, SC,

6/1/16

6/3/16

3.1.1 Create presentation with

product data

EA,OR, PJ,
JI, RD

6/3/16

6/17/16

3.2 Create facilitator guide

EA,OR, PJ,
JI, RD

6/3/16

6/24/16

3.3 Write trainee guide

EA

6/3/16

6/24/16

3.4 Create training/job aids

EA,OR, PJ,

6/24/16

7/1/16
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Telephone Operator Training

Who

Start

Due

JI, RD

Project Plan

3.5 Submit guide for review

(SME)

MG, SC,

7/1/16

7/8/16

3.6 Update guides based on

SME feedback

EA

7/8/16

7/15/16

3.7 Verify guides (SME)

MG,SC

7/15/16

7/20/16

3.8 Sign off on guides

7/22/16

7/22/16

4 Implement

7/22/16

8/3/16

4.1 Identify trainees

MG,SC

7/22/16

7/25/16

4.2 Identify training place and

time

MG,SC

7/22/16

7/25/16

4.3 Train the trainer (SMEs)

EA,OR, PJ,
JI, RD

7/25/16

7/28/16

4.4 Train the telephone

operators

EA,OR, PJ,
JI, RD

8/3/16

8/3/16

4.5 Administer course

assessment

EA,OR, PJ,
JI, RD

8/3/16

8/3/16

5 Evaluate

EA,OR, PJ,
JI, RD

8/3/16

12/31/16

5.1 Create evaluation plan

OR, JI

8/3/16

8/3/16

5.2 Gather data

OR, JI

8/3/16

11/30/16

5.3 Analyze data

OR, JI

11/30/16

12/15/16

5.4 Report results

OR, JI, RD

12/31/16

12/31/16

4/24/2016

Gantt Chart

Change Management Plan

The team will follow this outlined process to manage changes to the projects
scope.

Purpose
The purpose of the Change Management Plan is to

Ensure that all changes have been reviewed, denied and/approved

Ensure that all dependencies/impacts are identified

Ensure that the project team is made aware of any changes to the project
and the effect on the timeline and budget

Goals
The goals of the Change Management Plan are

Project Plan

Track requests for change in a central repository, the change request log
(Excel workbook)

Evaluate change requests, including effect on time, work product and

budget

Approve or deny change requests

Modify the project plan to reflect any approved changes

Communicate information regarding change to project team

Change Request Log:

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Change Control Process

The Change Control Process is as follows

Change requests may be submitted in an email to the Project Owner with

standard subject line Change Request.

Change requests must include:

o

Explanation of the change requested (what is the change?)

Reason for the requested change (why does it need to happen?)

Urgency of the requested change (when does this need to happen?)

The Project Owner will review change requests daily. The Project Owner
may request additional information or clarification via email with standard
subject line Change Request: Additional Information/Clarification

The Project Owner will review, conduct change impact assessment and
prioritize and either reject, accept, or defer the change request

If accepted the Project Owner will conduct an analysis and make a

recommendation to the project team for implementing the change

If accepted, then project plans will be updated

Responsibilities
The following is a list of responsibilities by position in the change management
process.

Project Plan

4/24/2016

Person Responsible

Stakeholder

Responsibilities

Submits a change request form to the Project

Coordinator to request changes to
deliverables/scope
Review the Change Request Log (CRL) for
information and decisions on change requests

Project Coordinator

Within 24 hours adds the change request to the

CRL documenting the impact on the deliverables,
cost, time, resources and listing the identified
alternatives

Project Manager

Reviews the CRL daily to prioritize and either

approves (within agreed upon threshold),
recommends an alternative, or escalates the change
to the sponsor for a decision
Approval/Denial range for cumulative changes
>$500 and 20hrs.:
Changes <$200 in not exceed more than 2hrs. of
time will be up to the Project Manager to approve
or deny.
Changes >$150 or 2hrs. will be escalated for
approval by the Project Sponsor.
Adds priority level along with their
recommendation for approval or denial to change
requests
Submits the CRL to the Project Sponsor on a
weekly basis for escalated change requests that are
not time dependent
Communicates any escalated change requests that
are time dependent to the Project Sponsor
Adjusts the impact of approved change requests on
the project's schedule and/or allocation of resources
Updates the CRL with:

Project Plan

Change Request date and deadline

Change request decisions

Change impact to deliverables, resources

allocated, quality, cost or schedules

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Person Responsible

Project Sponsor

Responsibilities

Approval/Denial range for cumulative changes

>$500 and 20hrs.:
Changes <$200 in not exceed more than 2hrs. of
time will be up to the Project Manager to approve
or deny.
Changes >$150 or 2hrs. will be escalated for
approval by the Project Sponsor.
Adds priority level along with their
recommendation for approval or denial to change
requests
Makes a decision on any time dependent requests
within 24 hours and 5 days for other requests
Communicates any escalated change requests that
are time dependent to the impacted stakeholders
Adjusts the impact of approved change requests on
the project's schedule and/or allocation of resources
Updates the CRL with:
Change Request date and deadline
Change request decisions
Change impact to deliverables, resources allocated,
quality, cost or schedules

Communication Plan
PJ Enterprises needs an explicit Communication Plan for the Customer Service
Training Project. By outlining important details about the project, they will gain
the support needed to have a successful project outcome. Clear communication
with staff will allow maximum clarity and prepare the target audience for the
changes which are expected and desired by the project team. In addition, we
recommend that PJ Enterprises implement a system to capture feedback from
employees as well.

Purpose and Goals

The Communication Plan will

Project Plan

Promote and explain the benefits of the project goals

Gain support for the project from the company and target audience
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Promote ongoing discussion and feedback

Ensure that all stakeholders are kept up to date on progress

Recommendations to PJ on Messages to Address Impact of Project

PJ Enterprises should convey the important and need of the project and how it ties
to the companys goals and mission.

Project Plan

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Challenges and Opportunities

The following table presents challenges and opportunities for this project and the appropriate message and methods of communication.
Audience

Telephone
operators and
supervisors

Challenge

They are
dissatisfied
with the
inability to
perform
their jobs
effectively.

Message to address challenge

Make them aware that a new,

searchable electronic catalog is
coming.
Training will cover customer service
skills and how to use the new
electronic product catalog.

Channel

Responsible

Date

Monthly
email
blast/
flyers
throughout
the office

Two
weeks
prior to
training
implement
ation

One-time
meeting

Within the
first 2
weeks of
project
work has
beginning.

Give kudos for their hard work and

effort so far.
Trainers

Project Plan

They feel
that the
catalog and
current
training
method are
good
enough.

Communicate that this project is an

improvement on what they have
already done. Give kudos for their
hard work and effort thus far.

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Audience

Project Plan

Challenge

Management
stakeholders

Concern
about the
budget and
the timing.

Project team

Meeting all
deadlines,
staying
within
budget.

Message to address challenge

Channel

Communicate all mitigation and risk

management plans and detailed
project schedules to keep all parties
on schedule.

Monthly
meetings
and email
blasts
updating
them on
status,
timeline
and
achieveme
nts

Monthlybeginning
2nd Month
post
project
start date

Bi-weekly
meetings/e
mails to
update
them on
project
status and
timelines
and
achieveme
nts

Monthly
post
project
kick off
meeting

14

Responsible

Date

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Risk Management Method

Risks will be identified and tracked the Risk Management Spreadsheet. This will
provide a proactive approach in response to risks that have a potential of occurring
during the project. The spreadsheet will contain the following information:

Risk

Probability

Impact

Priority

Response

Resolution

Project Plan Approvals

Approvals
Approved by:
Name

Role

Signature

Date

Project Sponsor
Project Manager

Project Plan

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