Project Plan for

Team 3
August 18, 2019

Project Information
Project Name

This project will be known as Customer Service Training at Good Stuff 4You
(GS4Y).

Project Background and Description

The management team at Good Stuff 4 You (GS4Y) expect to increase their annual
sales to $7 million next year, a $1 million increase. They also intend to increase
their customer lists by 40%. Acknowledging these high growth expectations and
the current state of customer dissatisfaction, GS4Y management reached out to
JPL’s Weekend Designers for guidance.
Jamie Canfield, President and Sales Manager of JPL’s Weekend Designers met
with Mike Merrill, Vice-President of Sales for GS4Y on July 22, 2019, to discuss
training related to increased customer complaints and agreed to an analysis.
JPL’s Weekend Designers completed a full gap/performance analysis to identify
root causes between the existing state and future goals. Upon completion of the
analysis, JPL’s Weekend Designers found concerns to be addressed by GS4Y
management and made recommendations to resolve these issues and reach their
goals.
GS4Y and JPL’s Weekend Designers agreed to move forward on developing a
customer service training program. The training will consist of SimplyOrder
system navigation and usage, along with phone etiquette. This document highlights
the project plan moving forward.
This customer service training will consist of four eight-hour trainings. They will
be instructor-led and include a make-up session for those who cannot attend the
original offerings.

Project Purpose

The purpose of this project is to improve customer service by developing a

consistent and thorough training program for employees at GS4Y. Management at
GS4Y and JPL’s Weekend Designers expect an increase in customer satisfaction
scores, higher volume of individual telephone operator customer contact, and
profitability by standardizing a comprehensive training program. This will be
accomplished by developing instructor-led training that includes a facilitator guide
and student workbook

JPL’s Weekend Designers Project

Plan 19
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 Business Objectives

Training and usability testing will help GS4Y reach their goal of generating 10%
higher customer satisfaction scores. Providing employees more efficient product
specifications and effective training will speed up the customer wait times and
increase customer satisfaction scores. It will also allow telephone operators to
provide timely customer service by answering six customer service calls per hour.

Scope Statement
Deliverables Included

JPL’s Weekend Designers will deliver during the eight-hour training development
process:
 Increased job efficiency for telephone operators
 Improved customer service resulting in improved customer service scores
 The Project Plan
 The Design Document
 Training materials for Telephone Operator Training, including:
o PowerPoint
o Facilitator guide
o Student workbook
 System usability test to verify product specifications

Exclusions

JPL’s Weekend Designers are not responsible for any of the following:
 Any training or course materials not outlined above.
 Updating training materials after the implementation of this training is
completed.
 Providing the facility/training space.
 Any paper product, notebook, etc. To print on or use for as training
materials. All training material will be delivered electronically.
Any of the below items mentioned as a recommendation:
 Onboarding training
 Newsletter
 Coaching for low performing operators
 Annual performance appraisal
 Customer call survey

JPL’s Weekend Designers Project

Plan 29
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 Project Completion Criteria

This project will be deemed complete when all deliverables are signed off by
management and training is completed.

Project Plans
Primary Plans

The Project Plan will guide the project to ensure on-time and on-budget
implementation for JPL’s Weekend Designers. The Project Plan includes:
 Project scope
 Project schedule – Work breakdown schedule and Gantt chart
 Change management plan
 Communication plan
 Risk management plan

Scheduled Meetings

JPL’s Weekend Designers has established the following regularly scheduled

meetings for the customer service training project.

Meeting Frequency Attendees Description

Weekly project Tuesday JPL’s Weekend The first part of the
check-in evenings @ 8 Designers and meeting Jane
p.m. CST, 6 Jane MacKenzie, MacKenzie will join
pm AZ time Project Sponsor JPL’s Weekend
Designers to ask and
answer questions
regarding the project.
Additionally, Jane may
need to offer
additional resources or
deal with roadblocks.

The last part of the

meeting will be JPL’s
Weekend Designers to
discuss timelines, task
responsibilities, and
identify any risks that
can impact meeting
deadlines.

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Plan 39
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 GS4Y Biweekly Project team All stakeholders will
Stakeholders meet to receive
Thursdays 11 Jane MacKenzie
updates on the project
a.m. CST, 9
Marge Moore status. This will
a.m. AZ time
Tom Swartz provide opportunities
for questions and
Sarah Commons suggestions. It will
Maria Gomez also serve as a check-
in on individual
Paula Moore accomplishments.
Rosalinda
Sanchez
Sam Fisher
Ray Johnson

Scheduled Status Reports

On Mondays by 12 noon CST, Jamie Canfield, Project Manager, will submit a

written project report Jane MacKenzie, Project Sponsor. The project report will
include:
 Achievements and upcoming milestones
 Project deliverables completion percentage
 Risk assessment
 Hours and budget used to date

Assumptions

JPL’s Weekend Designers is responsible for:

 Managing the project
 Providing a weekly project report to Jane MacKenzie
 Designing, developing, and delivering the Project Plan, Design Document,
Training materials for Customer Service Training for Telephone
Operators, and a System usability test to verify product specifications
 Delivering the pilot training and other training sessions scheduled for the
Customer Service Training for Telephone Operators project
GS4Y is responsible for:
 Providing and allowing SMEs to assist with content input and review
training materials
 Furnishing a training space to conduct the agreed upon training sessions,
including student workstations and an instructor computer, projector, and
screen
 Supplying a list of 20 top-anticipated products
 Printing Facilitator guide and Student workbook for training sessions
JPL’s Weekend Designers Project
Plan 49
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  Scheduling the telephone operators and supervisors to attend the training
sessions

Constraints

The following situations will impact JPL’s Weekend Designers ability to complete
the project:
 Time limitations due to the expedited training rollout date.
 Software limitations that do not allow for a sandbox for practice.

External Dependencies

The successful completion of this project can be impacted by the following

external considerations:
 Catastrophic events such as weather-related emergencies in the area.
 System outages such as power or internet.
 Possible bugs in the SimplyOrder system outside GS4Y’s IT abilities.

Project Approach

JPL’s Weekend Designers will use an iterative process following the ADDIE
(Analyze, Design, Develop, Implement, and Evaluate) instructional design
methodology. Using an iterative process and an instructional design methodology
provides content develop to be appropriately geared for the target audient while
meeting the business goals and objectives.

 Analyze
o Review client goals
o Identify tasks
o Record steps to compute tasks
 Design
o Define learning objectives
o Select instructional methods
o Identify assessment measures
o Create course outline
o Write design document
o Design document sign-off

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Plan 59
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  Develop Materials
o Write content
o Format draft materials (PPT, Facilitator guide, Student workbook,
Job aids)
o Sponsor/SME review materials
o Revise materials
o Sponsor/SME review materials
o Sponsor sign-off
 Implement
o Pilot course with select group
o Revise materials
o Sponsor/SME sign-off
 Evaluate
o Perform formative, authentic, and summative assessments
o Share results with sponsor
o Sponsor sign-off
o Roll out training

Milestones

The following table highlights the major milestones for this project.

Milestone or Activity Deliverable Target

Date

Design Document sign-off Design Document 8/12/19

Development of training materials PPT, Facilitator guide, 8/30/19

sign-off Student workbook, Job aids

Usability testing product list Usability test product list 9/6/19

approval sign-off

Pilot Training Conducted, revisions Pilot training revisions 9/12/19

sign-off completed

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Plan 69
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 WBS Diagram

This diagram shows the top-level group and the work package levels JPL’s
Weekend Designers will perform for each phase of the Customer Service Training
for Telephone Operators and Supervisors program.
Please see Appendix A for a larger version of the diagram.

JPL’s Weekend Designers Project

Plan 79
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 Schedule

This chart demonstrates the milestones, list of tasks, team responsible or lead, and
the start and stop dates. Please see Appendix B for a larger view of the project
schedule.

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Plan 89
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 Gantt Chart

Please see Appendix C for a larger view of the Gantt Chart.

JPL’s Weekend Designers Project Plan 9 9/13/2019

Change Management Plan
Purpose

The purpose of this change management plan is to provide a structured framework

on how to proceed with changes that will impact the previously agreed upon
process, timeline, and budget.

Goals

The goals are to allow all stakeholders a consistent means of communicating and
implementing changes while maintaining a positive working relationship. It will
provide JPL’s Weekend Designers a method of tracking changes and formalizing
new agreements. The plan will make sure all changes are approved by the project
sponsor and GS4Y team members are advised of these changes within a timely
manner.

Change Control Process

In the event of a change request, the person recognizing the need for change will
fill out the Standard Change Request Form (SCRF-100) provided by JPL’s
Weekend Designers. An example of this form is in appendix D. It must include
details related to the change requested, recommended solutions, and impacts to
timeline and budget. The initiator will submit this form to the Project Manager.
The project manager will evaluate the proposed change and its impacts to the
current project. If it is found to have a feasible and positive effect on the project,
the project manager will proceed to submit the request to the project sponsor. The
project sponsor will approve or deny the request and communicate the decision. If
approval is granted, the project manager will update all project documents
including budget, risks, and timeline.

Responsibilities

Person Responsible Responsibilities

Project Manager Evaluate the submitted request and research its value
and impact to the project. Consider all risks involved
and determine if the change will be beneficial.
Propose change to the project sponsor within three
days from the time it is received. If approved, update
all documents to reflect new budget, timeline, risks,
and plans of change.

Team Members Submit the detailed request form that communicates

the needs and impacts of the change to the project
manager.

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Plan 10 9
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 Person Responsible Responsibilities

Project Sponsor Review the plan and discuss the benefits and impacts
to the organization with the project manager.
Communicate the proposed change with GS4Y and
receive stakeholder feedback. Sign off on the SCRF-
100 document or make necessary recommendations. If
recommendations are made, update the SCRF-100 and
communicate changes with the team within one day of
receiving the document.

Project Plan Approvals

Approvals

Approved by:

Name Role Signature Date

Jane MacKenzie Project Sponsor

Jamie Canfield Project Manager

JPL’s Weekend Designers Project

Plan 11 9
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Appendix A: Change Request Form

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Plan 12 9
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Appendix B: Schedule

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JPL’s Weekend Designers Project
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Appendix C: Gantt Chart

JPL’s Weekend Designers Project Plan 15 9/13/2019

Appendix D: Change Request Form

Standard Change Request Form SCRF-100

Individual requesting change: ___________________________________________________________

Date of request: ______________________________________________________________________

Reason for change request: _____________________________________________________________

___________________________________________________________________________________
___________________________________________________________________________________

Suggested solutions: ___________________________________________________________________

___________________________________________________________________________________
___________________________________________________________________________________

Estimated timeframe to implement: _______________________________________________________

Estimated cost: _______________________________________________________________________

Approving Signatures

Requestor: __________________________________________________________________________

GS4Y Sponsor: ______________________________________________________________________

Project Manager: _____________________________________________________________________

Supervisor impacted: __________________________________________________________________

JPL’s Weekend Designers Project

Plan 16 9
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