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Project Management Plan

August 24, 2015

JMAT Consulting & Instructional Services


Johnine Ornelas, Project Manager
Terri Artemchik, Project Coordinator
Amy DeMage, Instructional Designer
Maria Mejia, Technical Writer

Project Information
Project Name
The name of this project is: Seasonal Product Training Using the Searchable
Product Guide.

Project Description/Overview
PJ Enterprises' management have set goals to grow profitability by maintaining
or exceeding projected sales targets, significantly improve customer service
quality with an increase in customer service satisfaction scores by 10%, and
boost employee morale by enhancing their work environment and improving
staff development and training. Due to an increase in customer complaints
regarding the quality of customer service, PJ Enterprises is specifically
considering how to improve product training and job aids for Telephone
Operators and Customer Service Supervisors.
JMAT Consulting conducted a performance analysis in order to determine the
cause of the gap between the current state and their goals, and identify needs. The
performance analysis identified the following solutions to improve customer
service quality and improve the productivity of Telephone Operators and
Customer Service Supervisors:
1. develop a searchable PDF of the product guide, which is the primary
job aid for Telephone Operators and Customer Service Supervisors, and
2. conduct trainings on the new seasonal catalog products using the new
searchable PDF.

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The next step is to conduct a job task analysis (JTA) to identify the knowledge
and skills needed by Telephone Operators and their supervisors to successfully
carry out their roles and responsibilities at PJ Enterprises. The JTA will be used
to determine the objectives for the training and develop the design document,
including a course outline and assessment plan. Instructional materials, including
a learner guide and facilitator guide, will then be created. JMAT Consulting will
work closely with both the SMEs and Project Sponsor at each stage of the
process to ensure that a quality product is delivered that meets the training needs
of the Telephone Operators and Customer Service Supervisors, and PJ
Enterprises' business objectives.

Project Purpose
JMAT Consulting has been hired to:

collaborate with SMEs and outside vendors to:


update the product guide (approximately 500 items) to incorporate
more information about individual items per most commonly asked
questions by customers; and,
reorganize the guide so individual product items are grouped by
product type so that it is easier for Telephone Operators to upsell and
cross-sell related products;
convert the updated product guide to a searchable PDF, which will be
posted to the company's intranet to increase usability by Telephone
Operators and Customer Service Supervisors; and
train the Telephone Operators and Customer Service Supervisors on the
25-50 new catalog products for the upcoming holiday season using the
new searchable product guide.

Business Objectives
The project described above will meet PJ Enterprises business objectives by:

helping Telephone Operators meet their target of 6 calls per hour,


thereby increasing sales;
decreasing the number of calls transferred to Customer Service
Supervisors for resolution by 10%; and
increasing customer satisfaction scores by 10%.

Scope Statement
Deliverables Included
JMAT Consulting is responsible for delivering the following course documents:
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providing a design document which incorporates the following:


a job task analysis;
analyses of learner characteristics, the work environment, and
learning environment;
course objectives and assessments;
appropriate learning strategies that align with course objectives and
assessments;
a course outline; and,
an evaluation plan that assesses the impact of training on customer
satisfaction, First Call Response (FCR) resolution and sales.
developing the following instructional materials:
a searchable PDF of the product guide and ensuring its functionality
a learner guide and related materials
a job aid for the searchable product guide
a facilitator guide, which will be used to train the trainer in order
to build PJ Enterprises' capacity to sustain the trainings once JMAT
Consulting has fulfilled the responsibilities outlined above;
piloting the training with SMEs, and future trainers, in order to get
feedback and make necessary revisions to training documents prior to
implementation; and
submitting all relevant documents to the appropriate SMEs and
stakeholders for review and signoff by the agreed upon deadlines.

Exclusions
JMAT Consulting is not responsible for the following:

IT uploading the searchable PDF of the product guide to the company's


intranet and ensuring that Telephone Operators and Customer Service
Supervisors can access the searchable PDF from their existing
workstations for the training;
ensuring that all Telephone Operators and Customer Service Supervisors
participate in trainings
missed deadlines for feedback, review and signoff on key documents by
SMEs and/or key stakeholders;
training outside of the scope as defined above, including:
training Telephone Operators on the skills necessary to provide a
good customer service experience, including how to handle
difficult customers; and
training Customer Service Supervisors on mentoring, coaching
and mitigating Telephone Operator performance issues;
developing key performance metrics for call center operations beyond
those already defined by PJ Enterprises;

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increasing customer satisfaction scores beyond the 10% specified above;


and,
decreasing the number of calls transferred to Customer Service
Supervisors for resolution beyond the 10% specified above.

Project Completion Criteria


The project will be declared complete when the following deliverables and action
items have been satisfied:

The new searchable PDF of the product guide has been uploaded to the
company intranet and is functional.
All Telephone Operators and Customer Service Supervisors have
completed training on new product catalog items using the searchable
PDF of the product guide.
A facilitator's guide has been provided.
The designated SME's have been trained to use the facilitator's guide to
conduct future trainings.
All assessment and evaluation activities have been completed, including
measurement of:
Level 1: Participant reaction to and satisfaction with our training
program;
Level 2: Participants' ability to accurately identify new products
and use the searchable PDF;
Level 3: Changes in on-the-job application of the new
knowledge and skills referred to above;
Level 4: Customer satisfaction, Telephone Operators meeting
their call quota, and number of transferred calls to the customer
service supervisors for resolution; and
Level 5: Return on Investment (ROI) by comparing project costs
to total increase in sales.

Project Plans
Primary Plans
The primary plans listed below will aid JMAT Consulting to assure quality,
contain costs and meet project deadlines in order to implement the new product
training. These plans help minimize any variance from previously agreed upon
scope and statement of work:

Communication plan
Schedule plan
Quality Assurance plan
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Change management plan

Scheduled Meetings
The following describes when JMAT Consulting will meet with various
stakeholders and for what purpose. Meetings may occur more frequently if
problems arise that need immediate attention.

Meeting

Frequency

Description

SMEs

Bi-weekly

Provide input and feedback on


product guide, JTA, design
document, and instructional
materials as they are developed.

Sponsor

Monthly

Present overview of project


progress and milestone
deliverables.

JMAT Team

Daily (short 15minute huddle


during the work
week)

Members briefly describe what


they did the day before and
what they will do that day. Alert
the PM to issues or concerns
that could impact the project's
success.

Team will utilize a project


management tool as primary
means of communication to
track task updates, delays, or
obstacles/blockers.

Scheduled Status Reports


Weekly status reports will be submitted to Jane MacKenzie, Director of Sales
Support and Project Sponsor.

Assumptions
JMAT Consulting & Instructional Services is responsible for:

developing all deliverables,


ensuring that the searchable PDF of the product guide is functional,
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conducting initial new catalog product and searchable PDF training by


established deadline,
training the designated SMEs to utilize the Facilitator's Guide to conduct
future trainings after the services of JMAT Consulting have concluded,
monitoring and adhering to established budget,
timely completion of all deliverables, and
submitting weekly status reports to Project Sponsor.

PJ Enterprises is responsible for:

assigning SMEs to provide the subject matter, review training materials,


and provide feedback to JMAT Consulting;
collaborating with JMAT Consulting to update the product guide
information, including providing original pictures of all catalog items;
contracting with an outside vendor to update the descriptions of the items
in the product guide;
uploading the searchable PDF to the company's intranet and ensuring that
it is accessible by Telephone Operators and Customer Service
Supervisors from their workstations;
ensuring participation of the Telephone Operators and Customer Service
Supervisors in the trainings;
allowing JMAT Consulting to utilize their training room and equipment
for the quarterly training; and
incurring the cost of any printed materials needed for the training by an
outside vendor under contract by PJ Enterprises.

Constraints
The following situations and people could constrain, restrict, or provide limits to
our work efforts for PJ Enterprises:

availability of SMEs and stakeholders to provide the necessary resources,


review, and/or feedback to develop the deliverable items to meet
specified deadlines;
resistance to change by some SMEs and stakeholders; and
unforeseen personnel changes, such as an SME or key stakeholder
leaving PJ Enterprises, which could limit JMAT Consulting's ability to
meet deadlines and could result in additional costs for the project.

External Dependencies
The successful completion of the project outlined above depends on the
following external factors:

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timely delivery of the fourth quarter product catalog by the vendors with
which PJ Enterprises contracts;
timely completion of updated descriptions for the product guide by the
copywriter with whom PJ Enterprises contracts; and
any issues that fall outside of the scope of the project or the
responsibilities of JMAT Consulting as described in this document that
could affect the timely delivery of project deliverables or ability to
contain project costs.

Project Approach
JMAT Consulting will use a phased approach that combines the best practices of
project management with the ADDIE model of instructional design to develop all
instructional materials and assessments. The phases are:
Phase 1: Initiate/Analyze
Needs assessment
Project Charter
Phase 2: Design New Product Guide Training
Project Plan
Project Scope
WBS Breakdown
Design Document
Phase 3: Develop
Generate instructional materials and assessments
Phase 4: Implement
Pilot, validate and implement training
Train designated SMEs to do future trainings
Phase 5: Evaluate
Assess all training
Ensure client deliverables have been satisfied
Submit final report
Close project out

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Milestones
The following dates are for signoff of indicated documents and development stages.
A full schedule appears in the Schedule section below.

Milestone or Activity

Deliverable

Target
Date

SMEs and Sponsor have reviewed and


signed-off on course design document,
including outline, objectives, and
assessment based on Job Task Analysis.

Design document

8/18/2015

Create searchable PDF of


product guide.

8/18/2015

Course materials

9/14/2015

Pilot training

9/22/2015

Deliver first training to Telephone


Operators and Customer Service
Supervisors.

Classroom training on new


products using searchable
PDF.

9/23/2015

Train the trainer trainings completed.

Designated SMEs trained to


use the facilitator guide

9/24/2015

Training complete

9/25/2015

Searchable PDF of product guide is


functional and accessible via the
companys intranet.

SMEs and Sponsor have reviewed and


signed-off on course materials,
including facilitator guide, learner
guide, and job aid for searchable
product guide.
SME signoff on pilot training.

Sponsor signoff on all completed


trainings.
Evaluate impact of training per metrics
established in evaluation plan and get
signoff from Sponsor.

Evaluation report
Project completion

2/10/2016

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WBS Diagram
A Work Breakdown Structure (WBS) for the training entitled, Seasonal Catalog
Product Training Using the New Searchable Product Guide for Telephone
Operators and Customer Service Supervisors, appears below.

Schedule
The schedule for training the Telephone Operators and Customer Service
Supervisors on seasonal catalog products using the new searchable product guide
appears below.

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TO & CSS Training: Seasonal Product Training Using the Searchable Product Guide
TASK
Phase1: Analyze
Learners characteristics
Learning environment
Work environment
Job tasks
Customer service supervisors
Determine job functions
Identify procedures/ guidelines
Identify knowledge needed
Identify related processes
Determine objectives
Telephone operators
Determine job functions
Identify procedures/ steps
Identify knowledge needed
Identify related processes
Determine objectives

WHO

START
13-Jul

DUE
31-Jul

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13-Jul
13-Jul
13-Jul
13-Jul
13-Jul
13-Jul
13-Jul
13-Jul
13-Jul
13-Jul
13-Jul
13-Jul
13-Jul
13-Jul
13-Jul
13-Jul

16-Jul
16-Jul
16-Jul
24-Jul
16-Jul
16-Jul
16-Jul
16-Jul
16-Jul
16-Jul
24-Jul
24-Jul
24-Jul
24-Jul
24-Jul
24-Jul

24-Jul

3-Aug

24-Jul
24-Jul
24-Jul
24-Jul
24-Jul
24-Jul
3-Aug
4-Aug
11-Aug
13-Aug
18-Aug

3-Aug
3-Aug
3-Aug
3-Aug
3-Aug
3-Aug
3-Aug
10-Aug
12-Aug
18-Aug
18-Aug

18-Aug
18-Aug
18-Aug
18-Aug

31-Aug
18-Aug
18-Aug
18-Aug

19-Aug
19-Aug
19-Aug
31-Aug
1-Sep
8-Sep
9-Sep
14-Sep

31-Aug
19-Aug
31-Aug
31-Aug
7-Sep
9-Sep
14-Sep
14-Sep

Phase 2: Design
Create design document
Write objectives
Develop training assessments
Select instructional methods
Write course outline
Develop evaluation plan (Phillips ROI)
Submit design doc for review (SMEs/Sponsor)
SMEs/ Sponsor review design doc
Modify design doc per feedback from SMEs/ Sponsor
SMEs/ Sponsor verify changes
Obtain SMEs/ Sponsor sign off on design doc

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Phase 3: Develop Instruction


Create searchable PDF of product guide
Verify IT uploads to company Intranet
Confirm accessible by TOs/CSSes from their workstations
Write learner guide/ materials
Create job aid for product guide
Write facilitator guide
Submit guides to SMEs for review
SMEs review guides
Modify guides based on SME feedback
SMEs verify changes
Obtain SMEs & Sponsor sign off on guides
Determine pilot & training days, times & location
Request computers & obtain new product samples for trainings
Confirm SMEs can attend pilot training
Confirm that TOs & CSSes can attend training
Send training materials to printers

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2-Sep
2-Sep
2-Sep
2-Sep
15-Sep

2-Sep
2-Sep
2-Sep
2-Sep
15-Sep

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Phase 4: Implement
Confirm that TOs & CSSes can attend training
Send training materials to printers
Obtain training materials from printers
Gather materials and set up room and equipment for pilot
Pilot training with SMEs
Solicit SMEs' feedback
Incorporate SMEs' feedback into training
Obtain SMEs sign off on pilot training
Gather materials and set up room and equipment for trainings
Deliver training on new catalog items using searchable PDF (Group 1)
Deliver training on new catalog items using searchable PDF (Group 2)
Train designated SME's to use facilitator guide
Obtain Sponsor's sign off on completion of training

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Phase 5: Implement Evaluation Plan


Gather data
Analyze data
Report results

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2-Sep

22-Sep

2-Sep
15-Sep
18-Sep
19-Sep
19-Sep
19-Sep
21-Sep
22-Sep
23-Sep
23-Sep
24-Sep
24-Sep
25-Sep

2-Sep
15-Sep
18-Sep
19-Sep
19-Sep
19-Sep
21-Sep
22-Sep
23-Sep
23-Sep
24-Sep
24-Sep
25-Sep

11-Jan

10-Feb

11-Jan
18-Jan
1-Feb

16-Jan
29-Jan
10-Feb

Gantt Chart
The Gantt Chart below represents the critical path of the entire project, from
analysis through evaluation. It includes project milestones as well as project
dependencies that if not met could delay the project and potentially impact
quality and/or costs.

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Change Management Plan


Purpose
The Change Management Plan establishes how changes will be managed over
the course of the project, including suggested alterations to the scope of work,
work breakdown structure, and client requirements from start to finish. It outlines
the process by which changes will be proposed, incorporated, monitored, and
administered. This plan defines the role of the Executive Committee, which
consists of:

Jane MacKenzie, Director of Sales Support and Project Sponsor;


Mike Merrill, VP of Sales
Johnine Ornelas, Project Manager; and
Designated member of the JMAT Consulting team.

The Executive Committee will meet on an as needed basis to approve or reject


change requests to the project.
In addition, the change control procedures will shape changes to the schedule and
costs associated with this project. This Change Management Plan outlines the
following activities:

identification and history of change requests,


analysis and documentation of the complete impact of requested changes,
approval or rejection of change requests, and
tracking changes and updating of project documentation to account for
approved changes.

Goals
By instituting a change management process, JMAT Consulting aims to:

keep all parties aligned with project tasks, deliverables, and outcomes to
provide training to Telephone Operators and Customer Service
Supervisors on the new catalog products using the new searchable
product guide;
ensure that all suggested changes are clearly stipulated, carefully
considered, agreed upon, and implemented as expected by the client; and
maintain open and clear communication to all stakeholders and the
sponsor.

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Change Control Process


Throughout this project, change can assume three forms:

Scheduling: Modifications which will impact the approved project


schedule and ability to meet defined milestones

Budgetary: Any adjustments to scope of work which will impact


resources, both financial and human, that are already earmarked for this
project and could potentially lead to cost variance

Scope: Revisions to augment or reduce project tasks and deliverables,


which will likely involve further amendments to cost, timeline, etc.

The process for change will be executes as follows:


1. The Originator of the change request will submit a completed change
request form to the Project Manager.
2. The Project Manager will keep a log of all submitted change requests for
the duration of the project.
3. The Project Manager will assess the potential risks to meeting defined
milestones and ability to satisfy expected deliverables due to variation in
schedule, cost and scope. The Project Manager may decide to approve or
reject the change request if project impact is low.
4. Once approved, the change request is analyzed and considered for final
acceptance by the Project Manager if project impact is low. If the project
impact is medium or high, then the change request is referred to the
Executive Committee for further analysis and consideration.
5. After analysis has been completed by the Project Manager and/or
Executive Committee and the change request has been accepted or
rejected, the Project Manager document the change and update
associated project documents.
6. In the event that the Executive Committee is unable to reach a decision
about a change request, the Project Tie-Breaker Jane MacKenzie will
make a final decision.

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Responsibilities
Person Responsible

Responsibilities

Jane MacKenzie

Mike Merrill
Jane MacKenzie
Johnine Ornelas
Designated JMAT team
member

Project Sponsor
Oversees the project from the PJ Enterprises' perspective.
Serve as Project Tie-breaker if Executive Committee reaches
an impasse on change requests.

Members of Executive Committee


Approve/reject all changes to project schedule.

Approve/reject all changes to budget or dedicated funding.

Approve/reject any changes to project scope.

Johnine Ornelas

Project Manager for JMAT Consulting


Will conduct initial evaluation to determine potential risk to
project when new change requests are submitted. Solicits
additional information from Originator of the change request

Accepts or rejects low impact change requests after analysis


and consideration

Refers any medium or high impact change requests to


Executive Committee for analysis and consideration

Document all change requests and their outcomes in project


log

Communicates all changes to Stakeholders

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Person Responsible

Sheena Perez
Ray Johnson
Sarah Commons
Maria Gomez
Paula Moore
Rosalinda Sanchez

Responsibilities

Terri Artemchik
Amy DeMage
Maria Mejia

Reviewers/Stakeholders from PJ Enterprises


Possess ability to submit change requests for approval

Will also respond in a timely manner to all solicitations for


additional information as needed by Project Manager,
Sponsors, and/or Executive Committee in order to reach a
decision regarding the change request

Provide feedback on materials for improvement

Team Members from JMAT Consulting


Possess ability to submit change requests for approval

Will also respond in a timely manner to all solicitations for


additional information as needed by Project Manager,
Sponsors, and/or Executive Committee in order to reach a
decision regarding the change request

Provide feedback on materials for improvement

Project Plan Approvals


Approvals
Approved by:
Name

Role

Signature

Date

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