Project Plan

for Delightful Duds & Décor

by BluePrint Consulting 12/9/2018

Project Information

Project Name

This project will be referred to as SimplyOrder and Customer Service Training.

Project Background and Description

The management of Delightful Duds and Décor are investigating growth

opportunities for the coming year. Last year’s targets of $5 million in gross sales,
netted them a healthy profit of $1 million. The company hopes to shore up another
windfall this year through the implementation of business investments and other
support systems. The goal is $7 million in gross sales with a Net Profit of $2
million.

The company has concerns about reaching their goals and remaining profitable.
Management is looking at each business unit, assessing the strengths, weakness,
opportunities, and threats which may encumber this expansion. The consensus is
that the company can achieve their goal if they adopt a strategic effort in two ways:

1. Focus on quality and customer service with 10% improvement in customer

service scores.
2. Focus on quality of the work environment and staff development and
recognition.

By allocating $400,000 in expenditures, coupled with technical enhancements, the

company is poised to increase catalog sales to the tune of $8 million. The goal is
to ensure that the company’s representatives (Telephone Operators and their
Supervision) are customer-facing.

Customer-facing staff play a crucial role in the experiences that customers have,
and, through social interaction, convey powerful messages directly to the
consumer. Delightful Duds and Décor recognizes the value of this powerful
representation, in bolstering customer satisfaction and potentially increasing
revenue.

To facilitate Delightful Duds and Décor’s’ objectives in enhancing customer

service, our team of BluePrint Consultants conducted a thorough Performance and
Gap Analysis to determine the gaps between the Telephone Operator’s and
Telephone Supervisor’s current state and the company’s goals.

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 In conducting this analysis, BluePrint Consulting has discovered various issues
that need to be remedied in support of customer service improvement and
increased revenue potential. Ultimately, a dashboard overview coupled with
navigation instruction, relevant, and practical application of lessons taught are
required to facilitate confident and efficient use of any order entry system.
Additionally, there is a need to provide a refresher course element on customer
service best practices in providing quality customer service.

Project Purpose

The purpose of this training is to design and deliver Simply Order and Customer
Service skill training for Delightful Duds and Décor’s Telephone Operators (TOs)
and Supervisors. As a result of this training, the management of Delightful Duds
and Décor and BluePrint Consulting anticipate enhanced levels of customer
service, greater employee satisfaction, and increased customer satisfaction and
loyalty.

Business Objectives

By providing telephone operators with a consistent and well-organized layout of

product information, they will have faster access to product information which will
reduce call length, effectively meeting the six call per hour requirement. It will
also open the possibility for up-selling and cross-selling which can lead to
increased sales and revenue. Through training on the new SimplyOrder software
features, all telephone operators will be able to work more efficiently and at a
similar pace, eliminating inconsistencies between operators. Standardized training
on customer service, etiquette, up-selling, and cross-selling will lead to improved
customer service, fewer negative interactions with customers, and higher employee
satisfaction. Implementing these improvements will help Delightful Duds and
Décor improve customer satisfaction up to 10%.

Scope Statement
Deliverables Included

To develop the training course, BluePrint Consulting will deliver several

documents:
 The Project Plan – Outlines the plans for the project including schedule
and Gantt Chart, risk management, change management, and
communication.
 Design Document – Outlines the course parameters:
o Purpose of the course
o What are learners expected to know/do at the end of the course?
o Who is the audience?
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 o How will the course be accessed?
o What instructional strategy will be employed?
o What interactive elements are used?
o How will learners be assessed?

 Facilitator and Student Guides – Contains content, exercises,

assessments and instructions

Exclusions

BluePrint Consulting is not responsible for implementing the following tasks for
Delightful Duds and Décor. The following area(s) is considered out of scope for
this project:

 Supervisor Management Training (TBD)

 A separate Train-the-Trainer Training session or training materials
 All scheduling, website and database development.
 Product information, product database work, or IT Support
 Database functionality of entering new customers, retrieving existing
customer information or changing customer information.
 Orchestration of the program changes and additions to the product
information portion of the system.
 Changes to the order process itself in order to improve screens and
streamline the sequence of the order entry process.
 Coordination of sandbox and training database or logons and passwords
for remote access.
 Workstations setup in training rooms.
 Any additional training or creation of job aids/documentation not
mentioned in the project deliverables.

Project Completion Criteria

The project will be deemed complete when all specified deliverables have been
signed off by the company sponsor – Jane MacKenzie.

Project Plans
Primary Plans

This project will provide analyzation, design, development, implementation and

evaluation of an improved training program for Delightful Duds and Décor
telephone operators and customer service supervisors. The training will provide
guidance on how to use SimplyOrder software and offer customer service skills
through increasing the knowledge of telephone etiquette, easier access to product
knowledge information, and up and cross selling skills. The following will be
included:

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  Schedules for project tasks for BluePrint Consulting team members and
Delightful Duds and Décor trainers and reviewers
 Scheduled meeting plans
 Scheduled Status report plan
 Milestones
 Assumptions
 Constraints
 External Dependencies
 Project Approach
 Work Breakdown Structure Diagram
 Project Schedule
 Gantt Chart
 Change Management Plan

Scheduled Meetings

BluePrint Consulting has developed the following list of scheduled meetings.

Meeting Frequency Attendees Description

Kickoff meeting Once  All Team  Introduce
Members BluePrint
Consulting and
other team
members
 Provide an
overview of the
training and
outline objectives

Team Meeting Weekly  BluePrint  Project Process

Consultants
 Planning
 SMEs
 Current project
 Sponsor status with weekly
report and agenda
 Stakeholder
issues provided by
Project Manager.

Supervisor Weekly  Telephone  Communicates

Meeting Operators advantages and
goals of new
 Customer
training
Service
Supervisors

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  Addresses
concerns
 Invites feedback
from all sources

Scheduled Status Reports

Weekly status reports will be delivered by the Instructional Designers to the

Project Manager.
Instructional Designers will provide brief descriptions of their instructional
strategies, decisions made, sequencing of their overall design and any problems
they may have dealt with in a status report to the Project Manager on a weekly
basis. The Project Manager will supply the form needed to make this accounting.

Weekly status report delivered by the Project Manager will be made to the
Sponsor, Delightful Duds and Decor Management Team, and SMEs needed to
complete the training project.
This report will cover progress, issues to address, project scheduling status, and
budget. This report will be used to help guide the discussion for the monthly
meetings.

Assumptions

For timely completion of this project Delightful Duds and Décor and BluePrint
consulting, must adhere to the following responsibilities:

BluePrint Consulting is responsible for:

 The design and development of all project deliverables as outlined in

the Project Deliverable section of this document and the Project
Charter.
 Timely completion of all project milestones as listed in the Project
Milestones section of this document and the Project Charter.
 Monitoring and adhering to the project budget and schedule.
 Maintaining communication with Jane MacKenzie, Project Sponsor,
and contacting her should there be any problems that affect the
project’s completion.

Delightful Duds and Décor is responsible for:

 Assigning BluePrint Consulting with appropriate SMEs to contribute

input, provide real-world customer scenarios, and review content for
deliverables.
 Responding to all communication in a timely manner by the SMEs and
project sponsor, Jane MacKenzie.

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  Permitting BluePrint Consulting to access meetings, internal
documents, product catalog, and IT support.
 Allowing BluePrint Consulting use of branding (e.g.: logo, graphics,
and imagery) on training and printed materials.
 Reserving meeting and training space and preparing that space with
the necessary technical requirements.
 Printing of training materials and providing attendees with the
necessary materials for training.
 Allowing access to staff for interviews and surveys.
 Providing technical specifications for all workstations.
 Providing an extra day for one makeup session, should the need arise
due to illnesses or other unanticipated absences.
 Scheduling attendees for training.
 Working with BluePrint Consulting on the schedule for development
and rollout.
 Signing off on agreed milestones by Jane MacKenzie.

Constraints

The following constraints may limit the BluePrint Consulting’s ability to complete
the project on the agree upon scope:

 Holiday schedules may impact the availability of SMEs and Delightful

Duds and Décor's employees.
 Call center shifts will limit some SMEs availability.
 Increased workload by some SMEs will limit their availability for
input and/or review of training materials or product information.

External Dependencies

The following external influences outside Delightful Duds and Décor and
BluePrint Consulting’s control could impact successful completion of this project:
 System or power outages.
 Extreme weather conditions or natural disaster.
 Suppliers - copywriters and firms that design and produce the catalog’s
layout, photography, and printing.
 Changes in the economy that impact the Delightful Duds and Décor's
company or client base.
 Installation delay or unforeseen issues with the SimplyOrder software that
occurs outside the workings of Delightful Duds and Décor.

Project Approach

To complete this project BluePrint Consulting will use the ADDIE model of
instructional design.

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 1. Analyze - BluePrint Consulting will analyze target audience to decide on
the scope of the training, learning objectives, and evaluation standards
required to meet the needs of the learners.
2. Design - BluePrint Consulting will design a training that teaches telephone
operators and customer service supervisors to effectively use SimplyOrder
software while efficiently interfacing with the customer and providing
excellent service. This training is designed to improve telephone operator’s
etiquette, allow quicker and easier access to product information, and teach
how to up and cross sell to decrease the number of customer complaints
and boost sales for Delightful Duds and Décor.
3. Develop - BluePrint Consulting will develop instructional strategies,
learning activities that include simulations and role plays, and assessment
that engage and solidify the information provided for the learner.
4. Implement - BluePrint Consulting will first design and implement a pilot
training; then, revise the training before finally implementing it for the
telephone operators and customer service supervisors of Delightful Duds
and Décor.
5. Evaluate - BluePrint Consulting will evaluate both success and failure of
this training through the analysis of the assessment result and job
performance evaluations after the training.

Milestones

The following chart lists the sign off dates for documents and stages of training
development.

Milestone or Activity Deliverable Target

Date

Design a product guide redesign mock-

Mock up template 12/14/18
up
Final Draft of the Design
Design Document. Obtain Signoff 12/21/18
Document

Develop ALL Instructional Materials. Final drafts of ALL

Obtain Signoff instructional material 1/11/19

Pilot Training. Obtain Signoff Final Training Documents

1/23/19

Training will be observed

1/24/19-
Implement Training by TT for future
1/31/19
facilitation

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 Training evaluated via the
following rubric:

Level 1: Reaction –
Survey (Smile Sheet) at
the end of the course –
2/1/19

Level 2: Learning –
Course Assessment at
end of course – 2/1/19

Evaluation. Training Evaluation
Level 3: Behavior –
Evaluate 2 weeks after
the course to see how
much the Telephone
Operator’s behavior has
changed now that they Level 1 –
have more resources and 2/1/19
knowledge to do their
jobs. Level 2 –
2/1/19
Level 4: Results –
Evaluate 4 weeks (1 Level 3 –
month) after course to 2/15/19
see if BluePrint
Level 4 –
Consulting’s training
2/28/19
intervention helped
DDD’s management met
their goal of:

 Increased
employee
retention

 Increased
production

 Higher morale

 Increased sales

 Higher Customer
Service Ratings

The evaluation findings

can now be presented to

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 Milestone or Activity Deliverable Target
Date
the sponsor after 4 weeks
(1 month).

Evaluation findings presented to Report and Presentation

3/1/19
sponsor

WBS Diagram

The following chart outlines the Work Breakdown Structure. See Appendix A for
details.

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 Schedule

The schedule below outlines the sequence of steps/activities, dates, and tasks
necessary to carry out the training successfully

Analyze: Performance Who/ID (and E) When Done Comments

Analysis 11/20/18

*11/28/18

 Analyze performance AC 11/5/18-

Issues in relation to the 11/20/18
organizations need

 Determine best solutions AC 11/12/18-

to performance issues 11/20/18

 Write report of AC 11/14/18-

recommendations 11/20/18

 Plan how to evaluate AC 11/16/18-

solutions 11/20/18

 Analyze learners and AC 11/5/18-

learning environment 11/12/18

 Begin to look at jobs and AC 11/17/18-

tasks 11/20/18

 Client Signoff ACE 11/28/18

Analyze: Job Task Who/ID (and E) When Done Comments

Analysis 12/2/18

 Analyze job tasks and AC 11/26/18-

learning content 12/2/18

 Determine and AC 11/28/18-

document jobs, tasks and 12/2/18
related knowledge and
processes

 Obtain any visuals or AC 11/30/18-

other materials you 12/2/18
might need to help with
details of the training

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 Design: Training Who/ID (and E) When Done Comments

Outline 12/9/18

 Determine Objectives AC 12/3/18-

(desired outcomes) 12/5/18

 Determine Assessment AC 12/3/18-

Objectives 12/5/18

 Determine Instructional AC 12/5/18-

Methods 12/6/18

 Determine critical tasks AC 12/5/18

or areas
12/6/18

 Organize course into AC 12/6/18-

units and lessons based 12/7/18
on job tasks and learning
content

 Create Course Outline AC 12/7/18-

12/9/18

Design: Design Who/ID (and E) When Done Comments

Document 12/18/18

*12/21/18

 Document Decisions AC 12/9/18 -

1. Learner Characteristics 12/12/18
2. Course outline. Objectives,
assessments, and methods
3. Specific graphic ideas for
topics
4. Platform issues and
decisions
5. Media decisions
6. Basic look and feel
decisions
7. Evaluation plan

 Create Design Document AC 12/18/18

Draft 1. Submit.

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  Meet with Client (with ACE/DDD 12/20/18
PM) to obtain review
comments/feedback
 Make revisions based on AC 12/18/18-
Client feedback 12/21/18

 Submit Final Draft of ACE 12/21/18

Design Document
 Verify and Signoff DDD

Develop: Develop Who/ ID (and E) When Don Comments

e
Instructional 12/21/18

Materials *1/14/19

 Create or obtain AC 12/21/18-

supporting and 12/27/18
illustrative visuals such as
graphs, slides, flipcharts,
videos, etc.

 Create drafts of AC 12/26/18 -

instructor guide and 1/4/19
student guide or
materials

 Determine job aides to AC 1/4/19-

create from guide 1/8/19
material

 Submit instructional AC 1/8/19

materials for review

 Meet with Client and PM AC/DDD 1/10/19

to obtain review
comments/feedback

 Revise and finalize guides AC 1/10/19-

and other instructional 1/14/19
materials per Subject
Matter Expert Reviews

 Submit

 Verify and Sign off

 Planned Time for ACE 1/14/19-

unexpected delays 1/21/19

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 Develop/Implement: Who/ID (and E) When Done Comments

Pilot, Test and Revise 1/21/19

*1/23/19

 Determine a typical AC 1/21/19

audience to give training
to in order to test the
training

 Deliver the training with AC 1/22/19

TT, IDs and SMEs present
to observe and take
notes

 Obtain feedback from TT, AC 1/22/19-

IDs, and SMEs 1/23/19

 Revise the course AC 1/22/19-

1/23/19

Who/PM When

1/21/19

*1/23/19

 Obtain signoffs on (AC)E *1/23/19

training project

Implement: Who/ID (and E) When Done Comments

Implement Training 1/24/19-

2/1/19

 Based on client schedule AC 1/24/19-

and project parameters, 2/1/19
roll out training to call
operators and
supervisors

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 Evaluate: Evaluate Who/ID (and E) When Done Comments

Training
 Determine effectiveness AC Level 2
of training through Level 2/1/19
2, 3, 4 evaluations
Level 3
2/15/19

Level 2
2/18/19

 Finalize and archive all AC 1/31/19

documents including all
training materials

 Provide any instructions AC 1/31/19

to the party responsible
for maintaining materials

 With an ID and/or ACE 3/1/19

Performance Analyst, write
an evaluation report and
present it to the
client/sponsor

 With ID and Project Manager, ACE 1/31/19

finalize and archive all
developed materials

Gantt Chart

The Gantt chart below provides a visual illustration of the entire training schedule
at the development level. See Appendix B for details.

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Change Management Plan
Any change to the project scope or other parameters affecting budget or schedule
shall be addressed to BluePrint Consulting using the process outlined below.

Purpose

The purpose of a change management plan creates a formal process for submitting
changes or modifications to the scope, budget, or schedule.

Goals

The goals of the change management plan are as follows:

 Provide the project team members with an established process for
submitting change requests.
 Allow for changes to go through proper reviewing channels before being
submitted to the project sponsor for approval.
 Track and monitor changes.

Change Control Process

The change request process is illustrated in the following flowchart.

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 Responsibilities

Person Responsible Responsibilities

Project Stakeholder  Fills out Change Request form.

Team Member  If change is approved by the Project Manager,

member writes up detailed assessment of the
change.

Project Manager  Updates log with a change request and notes

implementation or rejection

 Reviews requests and assigns hours for Team

Member to create change plan

 Sends change plan to Project Sponsor for

Review.

 Communicates to Team Members status of

change (approval/rejection)

 Updates documentation, timeline, budget, etc.

Project Sponsor  Approves or rejects proposed change plan.

Project Plan Approvals

Approvals

Approved by:

Name Role Signature Date

Jane MacKenzie Project Sponsor Jane MacKenzie

Emily Gates Project Manager Emily Gates 12/2/18

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Appendix A: WBS

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Appendix B: Gantt Chart

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 Appendix C: Job Task Analysis
Original Mind Map

General Categories

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