February 15th  

 
Document Status: Draft | In Review | Approved 

Executive Summary:

Our plan is to build and implement a new Operations and Training program to
support the launch and ongoing operations of the new Plant Pals service.
Specifically, it will create the operational tools, delivery processes, and all of the
other protocols needed to create a sustainable fulfillment system and delivery
practices for the day-to-day operations for the launch of the Plant Pals service.

Project Goal

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

 Develop the internal processes and procedures for the Plant Pals support
teams to ensure efficient and a high-quality customer experience, and have
90% of the support team members trained on these new operational tools
and protocols within 6 months which aligns with the Plant Pals launch.
 Create and implement a delivery and logistics plan to ensure that there is
95% On-Time-Delivery rate by the end of the first month after the Plant Pals
service launches.
 Select, install, and maintain new order processing and supply chain
management software before the launch of Plant Pals, so all of the new
orders are processed, packaged, and ready to ship within 2 business days
of the order being placed. 

Deliverables

1. Purchasing delivery trucks

2. Hiring truck drivers
3. Provide delivery costs related information so that delivery fees can be
calculated.
4. Research, select, install, and QA test a new order processing and supply chain
management software.
5. Scheduling and conducting any training needed for the new software.
6. Develop a communications plan for the Plant Pals service.
7. Create a training program for support staff on the new communications plan.
8. Schedule and execute the training program for the support staff.

Business Case / Background

Why are we doing this?

 Making sure that Plant Pals runs smoothly from launch will ensure that this
 new service has its best chance to increase revenue by 5% or more, while
maintaining or improving the customer’s experience with Office Green.

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): Expand the capabilities and tools accessible
to the Office Green staff, which may help support other product lines and
increase overall efficiency.

Costs:
 Price of software, installation fees, time spent on hiring and training 
 Additional cost areas (optional): Delivery trucks and the costs associated
with maintaining them. Supplies and equipment need to pack the new Plant
Pals orders.

Budget needed:
 $75,000

Scope and Exclusion

In-Scope: 
 Customer service standards, delivery processes, training protocols
 Other in-scope items (optional): Order processing and supply chain
management software research. Research related to the ordering of
delivery trucks. Training for the new order processing and supply chain
management software.

Out-of-Scope: 
 Product development, vendor contracts
 Other out-of-scope items (optional): Marketing the Plant Pals service. 
  
Project Team

Project Sponsor: Director of Operations

Project Lead: Project Manager (You!)

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. Having a new order processing and supply chain management software
selected, installed, QA tested, and ready to use in less than 6 months for
day one of the launch of Plant Pals.
2. Have 90% of the necessary staff trained on the new software and
communications prior to the launch day of Plant Pals.
3. Reach a 90% OTD rate within the first month of the Plant Pals launch.
4. After 2 business days of being received, have 100% of orders be ready to
ship.