Project Plant Pals

Operations & Training Plan

February 15th

Document Status: Draft | In Review | Approved

Executive Summary:

Our plan is to create a new service called Plant Pals which offers high volume customers -
small, low maintenance plants that can thrive in an office environment. With proper
operations & training plan in place, we aim to create sustainable fulfillment of future orders
and timely delivery practices ensuring effective day-to-day operations & successful project
launch.

Project Goal

SMART: Specific, Measurable, Attainable, Relevant, and Time-bound

 To create internal operational processes like online ordering, packaging,
shipping, delivery & customer service in the next 6 months that will help Office
Green reduce potential revenue losses due to late shipments & cancellations.

 To design reliable training procedures & impart them to support teams in next 6
months to ensure an efficient & high-quality customer experience.

 To ensure smooth business with proper implementation of all the set protocols
& support the company’s overall project goal of 5% increase in revenue.

Deliverables

1. Create a plant delivery logistics plan to make the fulfillment process as efficient
 as possible. To ensure this, tasks like purchasing delivery trucks, hiring drivers,
calculating delivery timelines & determining delivery route with a nominal fee
had to be completed before the service launch.

2. Install & maintain reliable order processing and supply chain management
software to make revenue streams more efficient. With this the team must
ensure shipping of all the orders within two business days from the date of
purchase.

3. Train at least 90% of employees with reliable training programs, timely

communication, engaging training lessons & flexible learning schedules before
the official service launch. This ensures excellent service standards.

Business Case / Background

Why are we doing this?

To improve & increase customer satisfaction, retention rates respectively. The
shrinkage in these metrics accounted for revenue losses in the previous year. Also,
the company lost its customer base for competitors, service unavailability & not
meeting consumer expectations timely.

Benefits, Costs, and Budget

Benefits:
● Support new service leading to 5% revenue increase, reduce late shipments
and related costs, increase customer satisfaction.
● Additional benefits (optional): Increased customer trust & better service
delivery.

Costs:
● Price of software, installation fees, time spent on hiring and training
● Additional cost areas (optional): Purchasing delivery trucks.

Budget needed:
● $75,000

Scope and Exclusion

In-Scope:
● Customer service standards, delivery processes, training protocols.
 ● Other in-scope items (optional): Better customer experience.

Out-of-Scope:
● Product development, vendor contracts
● Other out-of-scope items (optional): Software maintenance.

Project Team

Project Sponsor: Director of Operations

Project Lead: Project Manager (Sarath Chandra G.)

Project Team: Fulfillment Director, Quality Assurance Tester, Inventory Manager,

Financial Analyst, Human Resources Specialist, Training Manager

Additional Stakeholders: VP of Customer Success, Account Manager, Receptionist,

Sales Director, Sales Team, Marketing Director, Investors

Measuring Success

What is acceptable:
1. 5% increase in revenue by the end of the year.
2. 5% increase in customer satisfaction (i.e., from 90 to 95%) in three months
after service launch.
3. To achieve 95% on-time order fulfillment within one month of service launch.