Project Charter for

DBAP, Inc.
April 9, 2019

Project Information
Project Background

Exclusive Clothes and Gifts (ECG) is a mail-order and Internet catalog business
marketing high-quality gifts, apparel, and home accessories. In operation for six years,
ECG is seeking to aggressively grow their company while remaining profitable. To
reach this goal, they would like to focus efforts on improving the quality of customer
service and resulting customer service scores by 10% and improve the quality of the
work environment through staff development and recognition.

Management has identified several areas of concern. Employee retention and morale
are low. Customer service complaints have increased 30% since the same period in the
previous year. In the coming year, ECG will be updating its current technology
including new hardware configurations and equipment. Additionally, new HR policies
were recently introduced along with a new company handbook. ECG has designated a
budget of $400,000 to employ DBAP, Inc. to assist the company in reaching their
determined growth goals through training to address these concerns.

DBAP, Inc. conducted a full gap analysis to assess current conditions at ECG and
identified key sources impacting Telephone Operator performance and customer
service. Following the gap analysis, DBAP, Inc. prioritized several recommendations
for ECG. These recommendations included:

 Customer Service Skills Training

 Design and Usability Consulting for the Product Information Module

Within SimplyOrder

 SimplyOrder Training

 Management Training

 Train-the-Trainer Instruction

Project Name and Description

These proposed solutions were presented to Jane MacKenzie, Director of Catalog

Sales, during the Sponsor Meeting held on April 3, 2019 at which two of the
recommended solutions were identified for development and implementation. These
include Customer Service Skills Training and SimplyOrder Training. DBAP, Inc. will
collaborate with various SMEs and management within ECG to design, develop and
DBAP, Inc. Project Charter 1
 implement the associated trainings, templates and support documents.This Project
Charter details the agreed upon measures and defined scope of deliverables to be
developed by DBAP, Inc. This project has been designated as Customer Service and
SimplyOrder Training.

Project Manager

Bernadette Neal has been serving as the Project Manager for DBAP, Inc. overseeing
and coordinating efforts to evaluate the training needs of ECG. She has been, and
remains in contact with Jane MacKenzie of ECG to facilitate this process and will
direct all forthcoming work to be completed by DBAP, Inc.

Project Sponsor

Jane MacKenzie, Director of Catalog Sales at ECG, is serving as the Project Sponsor.
Ms. MacKenzie also oversees the catalog sales call center and catalog production.

DBAP, Inc. Project Charter 2

 Stakeholders and Impact
The table below provides a list of stakeholders and their roles and responsibilities regarding this project. Also described is the impact
that the project results will likely make by producing improvements for ECG.
Stakeholder
Mike Merrill
Vice-President of Sales
Jane MacKenzie
Director of Catalog Sales
Project Sponsor
DBAP, Inc. Project Charter
Responsibilities and Impact on the
Project
Mr. Merrill has executive oversight of the
project regarding budget and reporting for
sales to the company board.
He has delegated Jane MacKenzie as point
person for this project.
Ms. MacKenzie will serve as the ECG
liaison with DBAP, Inc. ensuring timely
communication between teams and signing
off on each stage of the project as
benchmarks and milestones are met in
compliance with the Charter.
Impact and WIIFMs
By authorizing a full performance review
of the Call Center and subsequently this
project, Mr. Merrill will see improvements
made through training the staff and
customizing the order systems for better
access to product information. This will
likely result in an uptick in catalog sales,
which in turn will meet projected sales
goals. As Vice-President of Sales, Mr.
Merrill may be acknowledged and
rewarded in some capacity for his
contributions to increased sales.
Appropriate oversight and effective
implementation of the training and product
information retrieval overhaul can serve to
improve Telephone Operator performance
and thus sales. As a result, Ms. MacKenzie
may be formally recognized or rewarded
by ECG for her contributions to gains in
productivity and sales.
3
 Stakeholder Responsibilities and Impact on the
Project
Jane MacKenzie In the event that a consensus cannot be
Director of Catalog Sales reached within teams, Ms. MacKenzie will
Tie-breaker serve as the tie-breaker and make the final
determination.
Bruce Bennet Mr. Bennet has executive oversight of the
Vice-President of project regarding the installation of
Information Technology SimplyOrder. He reports all IT
development impacting sales to the
company board.
Mr. Bennet has delegated project
management of the SimplyOrder
installation to Tsien Yun.
DBAP, Inc. Project Charter
Impact and WIIFMs
In serving as the tie-breaker, Ms.
MacKenzie will be able to maintain final
authority on decisions in which consensus
is not reached within teams and ensure
clarity on development of deliverables.
This will also allow Ms. MacKenzie to
monitor timely progress on said
deliverables. Effective oversight on
project progress would reflect well on Ms.
MacKenzie’s management skills and may
result in formal recognition or reward by
ECG.
Installation of SimplyOrder is a significant
upgrade for the company from the current
system. Implementing a cutting-edge
application for sales ordering will increase
staff efficiency as well as secure a stable
process for customer orders and updating
product information. This will likely
produce an increase in overall sales
volume and bring customer satisfaction
with better service. As the executive
overseer for the installation and
implementation of SimplyOrder, Mr.
Bennet may be credited with these gains
and formally recognized or rewarded for
his part by ECG.
4
 Stakeholder Responsibilities and Impact on the
Project
Tsien Yun* Mr. Yun will provide overall management
IT Manager of the customization and installation of
SimplyOrder. He will assign, direct, and
oversee the work of the SMEs and is the
primary contact with the SimplyOrder
vendor for any technical issues.
*Mr. Yun has limited availability. Defer to
the SMEs for their individual areas in the
project.
Marge Moorhead Ms. Moorhead will work with DBAP, Inc.
Reviewer and Subject to design the interface and navigation of
Matter Expert the Product Information Module itself, as
Simply Order Product well as the template design for individual
Information product descriptions.
Ms. Moorhead will also review all training
materials related to the tasks of product
information access and retrieval to ensure
accuracy.
DBAP, Inc. Project Charter
Impact and WIIFMs
SimplyOrder brings a significant change to
the way product data has been stored and
accessed in the past. By customizing this
process for ECG, the system will provide
consistent, organized data that is easy to be
accessed by the Telephone Operators.
Additionally, the sales team will be pleased
that links to help promote new products
will be available as “add-on” opportunities
during the ordering process. Although
limited in his direct involvement, Mr.
Yun’s effective management of this
process may highlight his management
skills to ECG demonstrating his capacity
for increased responsibilities and the
salaries that accompany these roles.
Developing a consistent and robust
product information page for all ECG
products will allow Telephone Operators
to address customer inquiries efficiently,
likely resulting in higher customer
service ratings and greater sales.
Consequently, Ms. Moorhead may be
formally recognized or rewarded by ECG
for her contributions to these improved
gains and Telephone Operator
effectiveness.
5
 Stakeholder Responsibilities and Impact on the
Project
Tom Swartz Tom Swartz will provide the sandbox and
Reviewer and Subject training database, logons and passwords,
Matter Expert and remote access as needed.
SimplyOrder Order Entry
Process Mr. Swartz will also review all training
materials related to the systems portion of
the training to ensure accuracy.
DBAP, Inc. Project Charter
Impact and WIIFMs
In assisting DBAP, Inc. with Telephone
Operator and Customer Support Supervisor
training in the use of SimplyOrder for
product ordering, orders may be placed
more efficiently and correctly, thus
improving customer satisfaction and
increasing sales. As a result, Mr. Swartz
may be formally recognized or rewarded
by ECG for his contributions to these
improved gains and Telephone Operator
effectiveness.
6
 Stakeholder Responsibilities and Impact on the Impact and WIIFMs
Project

Sarah Commons, Maria This team of Subject Matter Experts will Improving customer service skills of the
Gomez, Paula Moore, and assist in writing and review every version Telephone Operators and Customer
Rosalinda Sanchez of all training documents as well as Support Supervisors will result in higher
Reviewers and Subject provide feedback to ensure materials customer satisfaction. Empowering
Matter Experts accurately reflect ECG service and sales Telephone Operators with the skills to
Customer Service and Sales standards. deal effectively with challenging
Standards customers can also improve employee
morale and job satisfaction, reducing
turnover. Through their work with
DBAP, Inc. in the development of the
training documents, each of these SME
team members will further develop their
own Customer Service and Sales skills.
Furthermore, each may be formally
recognized and rewarded by ECG for
their involvement in the development of
the training materials and demonstration
of their willingness to contribute to the
professional development of their
colleagues. Additional responsibilities
may be assigned along with the financial
benefits that accompany them.

Sarah Commons and Maria Ms. Commons and Ms. Gomez will Through participation in the provided
Gomez participate in all training sessions. trainings, Ms. Commons and Ms. Gomez
Trainees will gain experience as effective trainers.
Train-the-Trainer In time, they may be asked to co-teach Their role at ECG could grow to include
sessions. regular delivery of training to employees.

DBAP, Inc. Project Charter 7

 Stakeholder
Sheena Perez*, Ray
Johnson, Marge Moorhead
and additional staff within
ECG as appropriate
Subject Matter Experts for
Product Information
Sam Fisher
IT specialist
DBAP, Inc. Project Charter
Responsibilities and Impact on the
Project
This team of Subject Matter Experts will
identify and appoint the appropriate ECG
staff to populate the product information
into the SimplyOrder System for all ECG
products and update it as new products are
offered.
*Ms. Perez, although listed as an SME,
will not be regularly available. Defer to
Mr. Johnson.
Mr. Fisher will ensure that training
workstations, instructor computer and LCD support Telephone Operator and Customer
projector are functioning for trainings. Support Supervisor training, allowing
Impact and WIIFMs
Easy access to complete product
information on current products within
the SimplyOrder system will allow
Telephone Operators to provide accurate
information to customers on all products
and thereby improve customer
satisfaction and increase sales.
Availability of consistent and complete
information available within
SimplyOrder may also improve
Telephone Operator performance, morale
and job satisfaction, reducing turnover.
In taking a greater leadership role due to
Ms. Perez’s limited availability, Mr.
Johnson may be formally recognized and
rewarded by ECG. His work will
highlight his management skills to ECG
demonstrating his capacity for increased
responsibilities and the salaries that
accompany these roles.
Access to functioning technology will
multiple modes of instruction to support
learning and retention (ex. visual media
and hands-on simulations). Effective IT
support by Mr. Fisher may highlight his IT
skills to ECG demonstrating his capacity
for increased responsibilities and the
salaries that accompany these roles.
8
 Stakeholder Responsibilities and Impact on the
Project
Telephone Operators Each Telephone Operator will be expected
to attend and participate in two four-hour
trainings for Customer Service Skills and
SimplyOrder.
Bernadette Neal Project Team Members of DBAP, Inc.
Dana Miller will complete the following:
Pritha Sur
Amy Parlo  Design, develop, and lead
DBAP, Inc. Project Team instructor-led training for
Members Telephone Operators and
Customer Service Supervisors
 Collaborate with Tsien Yun and
his team to design and test the
Product Information Module of
SimplyOrder
 Design, develop, and lead an
instructor- led, hands-on training
for Telephone Operators and
Customer Service Supervisors on
SimplyOrder
DBAP, Inc. Project Charter
Impact and WIIFMs
Participation in and completion of the
customer service skills and SimplyOrder
training will allow Telephone Operators to
gain the skills to perform their jobs more
successfully. This may result in higher job
satisfaction and morale. Additionally,
better performance on the job may result in
formal recognition and reward by ECG as
well as opportunities for job advancement
as a Customer Support Supervisor.
Successful completion of this project
would not only serve as a positive
reference for other ID projects and jobs,
it may allow DBAP, Inc. Team members
to continue to serve as the ID/Trainers of
choice for ECG for any future training
needs of the company.
9
Description of Work
Project Purpose

DBAP, Inc., through this project, will develop a series of deliverables to assist ECG in
addressing employee support needs to foster a working environment that facilitates
productivity and efficiency. Efforts will focus on the improvement of Telephone
Operators' ability to quickly locate and courteously communicate product information
to customers. This will be addressed by employing targeted training of Telephone
Operators and Customer Service Supervisors. Additionally, DBAP, Inc. will
collaborate with the ECG technology team to standardize the display of product
information within the SimplyOrder platform and ensure its usability supports efficient
information retrieval by Telephone Operators.

Business Objectives

ECG would like to maintain or exceed their financial targets while maintaining
profitability. These targets include:

 $7 million in total sales

 $3 million in catalog sales

 $4 million in Internet sales

 A 40% increase in customer lists

 A net profit of $2 million

 Increased investment in business and support systems

In addition to monetary targets, ECG has also expressed goals of improved quality of
service delivery. Goals include:

 A 10% improvement on customer service survey scores

 Improving the quality of staff development and recognition

 Improving the quality of the work environment

DBAP, Inc. Project Charter 10

 Project Deliverables in Scope

DBAP, Inc. will deliver the following solutions to ECG personnel:

Solution Delivery Method Seat Time or Pages Description

Customer Service Skills Instructor-led 4 hours The training will serve as a guide and an induction
Training training training for all employees on basic customer
service skills.

Telephone Operators and Customer Service

Supervisors will be given a comprehensive
presentation on telephone etiquette while focusing
on the prescribed call procedures.

In addition, various sales techniques and strategies

will be demonstrated to the employees. All
learning will be assessed through knowledge
check sheets.

The breakout sessions will involve role plays to

observe and learn how to tackle different
situations, especially difficult customers.
Performance will be assessed based on a checklist.

DBAP, Inc. Project Charter 11

 Solution
Design and Usability
Consulting for SimplyOrder:
Product Information Module
SimplyOrder Training
DBAP, Inc. Project Charter
Delivery Method Seat Time or Pages Description
Collaboration and NA In collaboration with IT personnel assigned to
consultation work on SimplyOrder, design plans for the
interface and navigation of the Product
Information Module of SimplyOrder will be
drawn. Further, this will involve developing
layout templates for entering product information.
In addition, recommendations will be provided for
developing standardized order-entry process.
Assistance will be provided in drafting and
development of usability test scripts. Additionally,
support will be given during performance of
usability test in form of participation and other
logistics.
Instructor-led 4 hours This training will be a very intensive hands-on
training training which will focus on two major areas:
order management and product information.
Order management will include tasks and
protocols on creating an order, editing an order,
and cancelling an order.
The Telephone Operators and Customer Service
Supervisors will be drilled on accessing the
Product Information Module efficiently. They will
have a sandbox at their disposal to practice
various tasks and exercises.
12
 Sub-documents in Scope

DBAP, Inc. will also deliver the following:

Customer Service Skills Training
 Design document
 Slides and/or other graphics pertaining to the training
 A Student Guide
 A Facilitator Guide
 Scenario scripts for role plays
 A checklist to assess the role plays
 Supplementary telephone scripts as job aids (Customer Service Skills
Training)
Product Information Module (SimplyOrder)
 Design document
 Slides and/or other graphics pertaining to the Product Information Module
 Templates and process documents of SimplyOrder
 Usability test scripts
SimplyOrder Training
 Design document
 Slides and/or other graphics pertaining to the training
 A Student Guide
 A Facilitator Guide
 Supplementary practice exercises for the sandbox (SimplyOrder Training)
Miscellaneous
 Training assessment report for Train-the-Trainers

Out of Scope

DBAP, Inc. will not be responsible for:

 Any documentation material outside that specified above
 Providing training in CD format and its parallel transcript
 Any modifications on already assumed in-house customizations for
SimplyOrder. When ECG management requests assistance with modifying
customizations, DBAP, Inc. will submit a separate charter/proposal.
 Any training or documentation on the functionality and processes that
haven’t changed in SimplyOrder (customer database and functionality of
entering new customers, retrieving existing customer information, and
changing customer information). When ECG management requests
assistance with training, DBAP, Inc. will be happy to submit a separate
charter/proposal.

DBAP, Inc. Project Charter 13

 Project Completion Criteria

This project will be complete when all the specified deliverables, including the
assessment of the trainers, Sarah Commons and Maria Gomez, have been signed
off and delivered to ECG management.

DBAP, Inc. Project Charter 14

Project Parameters
Budget

Below is an estimated budget of time and personnel required to provide the deliverables for ECG. The budget for this project is set at a
maximum of $67,500.

Deliverable /Solution Type of Training/ Deliverable Seat Time or Total Hours Rate Cost
Scope Figure Estimated

Customer Service Skills Design and development of 4 hours 200 - 250 $100 $25,000
Training Development training and materials p/hour

Customer Service Skills Facilitation and Preparation of 30 hours 30 $100/p $3,000

Training Instructor-led training hour
Classroom
Four sessions with one
additional for make-up (total
five sessions)

Design and Usability Consulting services for Product NA 50-100 $100/p $10,000
Consulting for Information Module Templates hour
SimplyOrder: Product and Usability Tests Scripts.
Information Module

On-site support during Consulting Services NA 15 $100/p $1,500

Usability Testing. hour

SimplyOrder Training Design and development of 4 hours 200-250 $100/p $25,000

Development training and materials hour

DBAP, Inc. Project Charter 15

 Deliverable /Solution Type of Training/ Deliverable Seat Time or Total Hours Rate Cost
Scope Figure Estimated

SimplyOrder Training Facilitation and Preparation of 30 hours 30 $100/p $3,000

Instructor-led training hour
Classroom
Four sessions with one
additional for make-up (total
five sessions)

Total 500 - 675 $100/p $67,500

hour

Project Team Members & Roles

DBAP, Inc.
Consulting services will be provided by the DBAP, Inc. team members listed in this table. Major responsibilities for each are described
below, along with estimated hours required for completion.

Name Role Responsibilities Est. Hours Needed

Bernadette Neal Project Manager, Develop and maintain overall 175

Instructional design action plan and tasks.
Designer, Instructor Assign team responsibilities.
Provide oversight during project
development. Provide instruction
during training. Act as
communicaton liaison with ECG
for tasks, schedule, and budget.

DBAP, Inc. Project Charter 16

 Name Role Responsibilities Est. Hours Needed

Dana Miller Instructional Create content for instructional 175

Designer, Technical materials guides, visual
Writer, Instructor presentations, scripts, testing,
assessments, and job aids.
Provide instruction during
training. Review and deliver final
products.

Amy Parlo Instructional Create content for instructional 175

Designer, Technical materials, guides, visual
Writer, Instructor presentations, scripts, testing,
assessments, and job aids.
Provide instruction during
training. Review and deliver final
products.

Pritha Sur Instructional Create content for instructional 175

Designer, Technical materials, guides, visual
Writer, Document presentations, scripts, testing,
Manager, Instructor assessments, and job aids.
Provide schedule and design for
all deliverables, documents, and
visual presentations in scope.
Provide instruction during
training. Track milestones and
final review of each artifact for
delivery.

Total Hours - DBAP, Inc. 700

DBAP, Inc. Project Charter 17

 ECG Team
This table lists the ECG team members, their roles, and major responsibilities required for project execution.
Name
Jane MacKenzie
Director of Catalog Sales
Sarah Commons, Customer
Service Supervisor
Maria Gomez, Customer
Service Supervisor
Paula Moore, Telephone
Operator
Rosalinda Sanchez,
Telephone Operator
DBAP, Inc. Project Charter
Role Responsibilities Est. Hours Needed
Project Sponsor Provide oversight for ECG team 75
and project execution. Serve as
primary contact with DBAP, Inc.
Project Manager for all tasks,
changes, updates, modifications,
and budget. Final Sign Off
designee on Project Milestones.
SMEs for Customer Provide content for CSS training. 70
Service and Sales Collect feedback from CSS/TOs’
Standards review of training materials and
provide summary of modification
requests. Bring any discrepancies
between CSS/TOs to sponsor for
final decision. Train as co-teacher
for Train-the-Trainer.
SMEs for Customer Provide content for CSS training. 60
Service and Sales Analyze and review CS and Sales
Standards training materials. Provide
feedback to Sarah Commons.
Train as co-teacher for Train-the-
Trainer.
SMEs for Customer Provide content for CSS training. 40 each
Service and Sales Analyze and review CS and Sales
Standards training materials. Provide
feedback to Sarah Commons.
18
 Name Role Responsibilities Est. Hours Needed

Sam Fisher, IT Specialist Training contact for Set up computers and training 50
for Training Room technical issues room. Provide and maintain all
Equipment needed equipment for training
session. Prepare room for each
training session. Provide on-site
availability during each session
for troubleshooting any technical
issues. Close room down at end
of each session.

Tsien Yun, IT Manager SimplyOrder Provide oversight of the 30

Installation and customization and installation of
Customization SimplyOrder. Primary contact
Manager with SimplyOrder vendor.

Tom Swartz, IT Reviewer and Customize product information 80

Programmer SME, SimplyOrder access in SimplyOrder. Create
process designer sandbox and training database.
Direct and oversee work of the
SMEs. Review all training
materials for systems.

Marge Moorhead, IT Reviewer and SME Input PI data. Assist with PIM 80
Programmer for SimplyOrder interface and navigation. Review
Product PI training materials.
Information (PI)
programming

DBAP, Inc. Project Charter 19

 Name Role Responsibilities Est. Hours Needed

Ray Johnson SME for Product Act as information source for all 30
Assistant to the Information, products. Collaborate with Ms.
Merchandising Manager Primary Contact for Moorhead for PI inputting.
project

Sheena Perez SME for Product Provide guidance to Ray Johnson 5

Merchandising Manager Information if necessary regarding product
questions

Total 560

DBAP, Inc. Project Charter 20

 Project Milestones

Subject to agreement from ECG management, DBAP, Inc., will roll out the
following deliverables on the respective dates:

Milestone Date

Design document signoff: Product Information Module April 23, 2019

Product Information Module template signoff April 30, 2019

Usability scripts signoff May 7, 2019

Design document signoff: Customer Service Skills May 17, 2019

Training

Design document signoff: SimplyOrder Training May 17, 2019

Training materials signoff: Customer Service Skills June 8, 2019

Training

Training materials signoff: SimplyOrder Training June 8, 2019

Pilot Customer Skills Training session conducted; June 18, 2019

revisions signoff

Pilot SimplyOrder Training session conducted; revisions July 9, 2019

signoff

Vendor Assistance Required

ECG has stated that there is no need for DBAP, Inc. to bring in an outside vendor
for the purpose of SimplyOrder customization. Tsien Yun has an in-house
programming team organized, along with direct contact for troubleshooting with
the vendor as the software implementation is incorporated into the ECG ordering
process.
DBAP, Inc. will produce all deliverables as set forth in this charter document. For
outside vendor assistance required for production, such as printing, DBAP, Inc.
will notify ECG in writing and obtain sign off from ECG for any additional
contract or cost incurred.

DBAP, Inc. Project Charter 21

 Possible Problems and Risks

This table lists some potential problems that could affect the quality or output of the project if they occur. Recommendations for
mitigating these risks are also provided. These risks are rated on a “Likelihood of Happening” scale with one (1) representing the least
possibility of occurring and five (5) representing the highest possibility of occurring.

Problem Area Likeli- Problem Owner Possible Impact to Mitigation Plan

hood Project
1–5

Unforeseen conflicts 3 Bernadette Neal If each timeline is not
causing issues with met as scheduled in
final production of the Milestone table,
deliverables for training in customer
timely Milestone service as well as
signoffs. SimplyOrder testing
and training will not
sync with the catalog
mailing.
Conduct daily Scrum
meetings of 15 mins
among the three project
arms: CSS Training, SO
Usability, SO Training.
Closely monitor and
track tasks/time to
reallocate, as necessary
in any area to meet
deadlines.

TOs could resist the 2 Jane MacKenzie Reluctant Develop internal

length of four hours participation can messaging to employees
for sessions for CS impact the outlining the positives of
training, as it was a effectiveness of the the sessions highlighting
strong complaint. training. things such as:
“Professional
Development”;
“Communications
Skills”; “Fun and
Interactive Activities”;
two 10-minute breaks
with snacks provided,
etc.

DBAP, Inc. Project Charter 22

 Problem Area Likeli- Problem Owner Possible Impact to Mitigation Plan
hood Project
1–5

TOs could be 2 Jane MacKenzie Reluctant Develop internal

resistant to change participation can messaging ahead of time
from how they impact acceptance of through company
already work to new the new training and newsletter in email,
processes and software. break rooms, and fliers,
etiquette training. highlighting the
positives and “what’s in
it for them” by adopting
the changes.

The WIIFMs can

include: Reduced
workplace frustration
due to new ease of
product information
access; career
development
opportunity learning a
current industry
software; new work
environment fostering
wellness created by
satisfied, friendly
customers instead of
frequent bad experiences
with unhappy customers.

DBAP, Inc. Project Charter 23

 Scheduling issues for 1 Jane MacKenzie Some employees, Pay close attention to all
Jane with training especially night shift schedules so everyone is
blocks and employee employees, could registered in a session.
schedules in the case miss a training, as Set up a centrally
of illness or other well as a makeup located board for
unexpected life session due to communication and
circumstance causing personal schedule signups for training
extended absence conflict. sessions. Cross-check
during the duration of that all night employees
scheduled training are registered by the first
sessions. session. If not, reach out
Additionally, since and provide assistance.
there is no training
scheduled during the Backup Plan: For any
night shift working employee that is unable
hours, there could be through personal
a possible conflict for circumstance to attend
some employees, this required training in
such as child care or a session planned within
a second job. this project scope, a
backup plan is provided
in that the Student Guide
and job aids are
comprehensive and
contain all information
delivered in the training.
Any employee who falls
in this category will
review this information,
shadow a co-worker as
assigned by a CSS, and
be enrolled in the next
round of new hire
training for the full
classroom version.

DBAP, Inc. Project Charter 24

 Problem Area Likeli- Problem Owner Possible Impact to Mitigation Plan
hood Project
1–5

Technology could fail 1 Tsien Yun Milestones could be
at any point. affected that could
cause project delay or
catalog mailing sync
failure.
Create a vendor backup
plan and company
budget allocation for
ordering new equipment
(computers, headset,
etc.) should there be a
hardware failure. Refer
to the Project Milestones
schedule for any
possible time constraints
from Pilot Training
sessions to live launch
for planning installation
of new equipment. In the
event it is discovered
that any workstations
will be down during
training, notify Jane
MacKenzie ASAP so she
may adjust numbers of
trainees in sessions
accordingly.

DBAP, Inc. Project Charter 25

 Assumptions

DBAP, Inc. will be responsible for the following:

 Design and develop the Customer Service Skills training program and
deliver the instruction in five sessions completed no later than June 26,
2019.
 Deliver all Customer Service Skills training program materials in an
electronic format no later than June 18, 2019.
 Print hard copies of the student guides, facilitator guides, role play
scenarios, checklist assessment for role play scenarios, knowledge check
sheets, and job aids for the Customer Service Skills training to distribute
during each training session.
 Collaborate with ECG’s IT team to design and test the Product
Information Module of SimplyOrder
 Deliver all Product Information Module documents in an electronic
format.
 Conduct and participate in usability testing for SimplyOrder
 Design and develop the SimplyOrder training program and deliver the
instruction in five sessions no later than July 17, 2019.
 Deliver all SimplyOrder training program materials in an electronic format
no later than July 9, 2019.
 Print hard copies of the student guides, facilitator guides, practice
exercises, and job aids for the SimplyOrder training to distribute during
each training session.
 Assess the training skills of the two Customer Service Supervisors (Train-
the-Trainers) during a Customer Service Skills training session and a
SimplyOrder training session.
 Inform ECG of any roadblocks that would jeopardize meeting target dates.
 Act as project manager for the Customer Service Skills training project,
the SimplyOrder training project, and the Product Information Module
project.
 Provide weekly status reports to project sponsor and attending status
meetings as required.

ECG will be responsible for the following:

 Communicate goals and responsibilities to staff and assigned members for
each project.
 Provide a training room with ten workstations to accommodate every
participant in a session, one instructor workstation and an LCD projector,
as well as an IT contact for any technical issues that may arise for the
duration of each training session.
 Schedule Telephone Operators and Customer Service Supervisors to attend
a Customer Service Skills training session and a SimplyOrder training
session.

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  Provide SMEs for customer service and sales standards, SimplyOrder, and
catalog product information.
 Provide a SimplyOrder sandbox that DBAP, Inc. members can access via
their laptops and training participants can access via the training
workstations.
 Assign a dedicated person(s) responsible for inputting catalog product
information into SimplyOrder.
 Ensure beta testers are available for SimplyOrder testing.
 Assign reviewers for Customer Service Skills training materials and
SimplyOrder training materials and providing timely and consolidated
feedback.
 Inform Customer Service Supervisors (two Train-the-Trainers) they need
to attend all trainings and teach one lesson at the end of a Customer
Service Skills training session and a SimplyOrder training session.
 Assist in removing roadblocks that affect a project’s progress.
 Sign off on major deliverables in a timely manner.
 Attend status meetings as required.

Constraints

The following situations, people, and project parameters will impact DBAP, Inc.’s
ability in completing the project:
 SMEs working different shifts extends the time it will take to coordinate
content input and review comments among them, and ultimately, being
delivered to DBAP, Inc.
 Because Sheena Perez has taken on new responsibilities, she has limited
time available to offer content input or review for product descriptions.
 With the fall catalog being mailed out mid-July, there is very little
opportunity to push out current target dates for rollout and training if
needed.
 No training sessions are scheduled during night shift hours, which would
require ECG making it mandatory for night shift employees to attend
training outside their normal working hours.

External Influences/Dependencies

The following external factors, outside of DBAP, Inc.’s and ECG’s control, may
affect the successful completion of the project:
 Any bugs discovered in the core code of the SimplyOrder software.
 An increase in call volume on days when SMEs need to be available to
contribute and review content.
 Unexpected life circumstances affecting members of the ECG and DBAP,
Inc. teams and their relatives.

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Approvals

Role Signature Date

___________________________________ _____________________

___________________________________ _____________________

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