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Work Breakdown Structure Diagram - Design 4 Solutions

Level 1
PJ Enterprises - Customer Service Training and Development Level 2
Level 3
Level 4

Design 4 Solutions Customer Service &


Technical Training for Policy Recommendation
Project Management Telephone Etiquette
Catalog Database Report
Training

Initiation Develop guide and instructions Review current policies


Develop RLO for customer regarding telephone
for catalog database
service and phone etiquette operator structure and
Establish team values, training configuration
behavior, roles, and Understand current functions
meeting schedule and processes of the catalog
database Brainstorm and identify
Evaluation/Gap analysis & Storyboarding areas for improvement
recommendations
Refer to manuals (if any)
Develop & submit project Draft recommendations
charter Knowledge transfer from Develop scripts and guides for
catalog database SMEs greetings, FAQs and recurring
Project sponsor reviews S.Perez, and J.Thompson complaints Finalize recommendations
charter and signs/approves in the form of a policy
charter
Experience user interface of
their current system Develop scenario based training
Planning
for customer service and phone Provide documentation on
etiquette training best practices in meeting
Provide technical training agenda and structure
Project scoping, WBS
Programming prototype
Assess current
Develop & submit project meeting
Storyboarding
plan
Usability testing
Review existing
Obtain project plan
Design revised methods based policies (if any)
approval
on best learning practices/guide
developed for catalog database Revise & finalize RLO
access Brainstorm and identify
Execution areas for improvement

Programming prototype Develop Quick Reference


Project kick-off meeting Guides Draft recommendations

Verify & validate user Usability testing Finalize recommendations


Conduct on-site training by providing best practice
requirements document

Design & develop Revise & finalize training


deliverables material (RLO)
Training venue identification

Usability
testing/reviews/drafts Participant name list/
enrollment
Finalized deliverables and
training roll out Print participant hand outs
and facilitator guide
Control
Deliver training

Project status meetings &


update project managment Conduct post training
plan evaluations

Risk management

Closeout

Audit procurement &


training effectiveness
evaluation

Document lessons learned

Gain formal acceptance

Update files/records and


archive