Project Plant Pals

Operations & Training Plan

Document Status: Draft | In Review | Approved

Executive Summary:

To create sustainable fulfillment and delivery practices for the service’s day-to-day
operations

Project Goal

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

● To increase service and product delivery by 5% by the end of the year
● Decrease the average table turn time by about 30 minutes to improve customer
satisfaction by the end of the third quarter
● Train 100% staff members at two location
● Decrease food waste by 25%

Deliverables

1. Team members adopt the new operation.

2. Deliver 500 plants to fifty customers by the end of the year.
3. Increase customer satisfaction.
4. Have tablet package with menu item add-on and coupon features.
5. Increase appetizer sales by 10%
Business Case / Background

Why are we doing this?

● To provide better service and increase customer satisfaction that will also
improve customer retention.

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):

Costs:
● Price of software
● installation fees
● time spent on hiring and training staff members
● training materials
● Additional cost areas (optional):

Budget needed:
● $75,000

Scope and Exclusion

In-Scope:
● Customer service standards, delivery processes, training protocols
●

Out-of-Scope:
● Product development, vendor contracts
● Policy changes
● Rollout expansion

Project Team

Project Sponsor: Director of Operations

Project Lead: Joan

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 service delivery
2. Staff members successfully adopt the new operations

Appendix

1) Policy changes
o Adjusting order returns to reduce food waste.
2) Reduce wait time to 30 minutes
3) Kitchen staff satisfaction
4) Increase appetizer sale