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

4/23/2016

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

Description

This meeting will review the status of the project, including the
development of the training materials and the electronic catalog
resource.

Meetings will be held

in an onsite meeting
room.
Sign-off meeting

Project Plan

Held on respective
sign-off activity dates.

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.
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Scheduled Status Reports

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

Assumptions
T3I will be responsible for the following

Development and timely completion of all deliverables

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.
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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.

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

Project Plan

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

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WBS Diagram

Schedule
Telephone Operator Training

Project Plan

Who

Start

Due

1 Analyze

EA, OR, PJ,

JI, RD

2/29/16

3/25/16

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

EA, OR, PJ

2/29/16

3/25/16

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Telephone Operator Training

Who

Start

Due

required

Project Plan

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

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Telephone Operator Training

Project Plan

Who

Start

Due

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,
JI, RD

6/24/16

7/1/16

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

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Telephone Operator Training

Who

Start

Due

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

Gantt Chart

Project Plan

4/23/2016

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.

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 Plan

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Person Responsible

Project Coordinator

Project Plan

Responsibilities

Within 24 hours adds the change request to the

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

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Person Responsible

Project Manager

Responsibilities

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

Project Plan

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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

Promote and explain the benefits of the project goals

Gain support for the project from the company and target audience

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

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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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