Project Plant Pals

Operations & Training Plan

February 15th

Document Status: Draft | In Review | Approved

Executive Summary:
The purpose of the Operations and Training plan for the Plant Pals project is to establish
efficient fulfillment and delivery practices for the new service, ensuring a seamless and high-
quality customer experience. Through the implementation of internal processes and
comprehensive training procedures, the plan aims to achieve a 95% on-time delivery rate
within one month of launch, streamline order processing with all packages ready for shipment
within two business days, and train 90% of employees to maintain excellent service standards
before the official service launch. The desired outcomes are increased customer satisfaction,
mitigated revenue losses, and support for the overall project goal of a 5% revenue increase for
Office Green.

Project Goal

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

● By the end of the six-month implementation period, achieve a 95% on-time
delivery rate for Plant Pals service orders within one month of launch, ensuring
that 90% of employees are trained and equipped to maintain excellent service
standards before the official service launch

Deliverables

1. Improved Customer Satisfaction: By achieving a 95% on-time delivery rate

within one month of launch, customers will experience timely and reliable plant
 deliveries, leading to increased satisfaction with the Plant Pals service
2. Efficient Order Processing and Fulfillment: Successful implementation of order
processing and supply chain management software will result in the timely
packaging and readiness of all orders for shipment within two business days
3. Highly Trained Support Teams: With 90% of employees trained before the
official service launch, support teams will be equipped with the necessary skills
and knowledge to deliver excellent service standards consistently

Business Case / Background

Why are we doing this?

● The Operations and Training plan for the Plant Pals project is essential to
building sustainable fulfillment and delivery practices for the new service. The
main reason for this project is to ensure efficient, on-time, and high-quality
customer experiences, meeting the increasing demand for office plants and
catering to top customer requests.

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
● Additional cost areas (optional):

Budget needed:
● $75,000

Scope and Exclusion

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

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

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. On-Time Delivery Rate: Achieve a minimum of 95% on-time delivery rate for
Plant Pals service orders within one month of launch
2. Employee Training Completion: Successfully train 90% of employees before
the official service launch.