Professional Documents
Culture Documents
WW Consulting
April 3, 2016
Project Information
Project Name
The project name is PJ Enterprises Training for Telephone Operators.
Project Description/Overview
PJ Enterprises is a mail order catalog business that develops, manufactures, and
markets high-quality gifts, apparel and home accessories and distributes them
through its mail-order catalog and retail store. Management is concerned with a
30% increase in customer complaints with the telephone operators as compared to
the same period last year. WW Consulting has been asked to design, develop, and
deliver a learning program for the telephone operators. The training course is
intended to be delivered before the catalogs are mailed.
WW consulting has conducted a needs (gap) analysis to determine the cause of the
gap between PJ Enterprises current state and its yearly business objectives. In
doing this, WW Consulting has discovered various needs of PJ Enterprises and its
employees and has determined the most appropriate solutions to address these
needs. Upon completion of the suggested solutions, PJ Enterprises will be better
positioned to meet their yearly business objectives.
The solutions identified as a result of the need (gap) analysis consist of the
development and delivery of a telephone operator customer service training
including scripts, scenario examples, practice scenario activities; and an electronic
Project Plan
4/16/2016
Project Purpose
The purpose of this project is to provide PJ Enterprises with design, development
and training for current telephone operators. The project will also provide trainer
materials, allowing PJ Enterprises supervisors and management to offer consistent
training to new hires on an ongoing basis. These materials will be beneficial in
providing all operators with phone scripts and procedures to enhance customer
service interactions. The materials are aligned with the below listed PJ Enterprises
Business Objectives.
Business Objectives
The business objectives are as follows:
Scope Statement
Deliverables Included
The deliverables for this project are Telephone Operator Customer Service
Training and Telephone Operator Electronic Product Guide Training. Specific
deliverables include:
Project Plan
Delivery of training
Facilitator Guide
Student Guide
Job aids
Process flowcharts
4/16/2016
Exclusions
Supervisor performance assessment training and manager communication training
are out of scope.
Management training is out of scope.
Monthly ongoing communication initiatives are out of scope.
New hire training for the ordering system is out of scope.
Detailed, hands-on product training is out of scope.
Project Plans
Primary Plans
The purpose of this project is to provide PJ Enterprises with design, development
and training for current telephone operators. The project will also provide trainer
materials, allowing PJ Enterprise supervisors and management to offer consistent
training to new hires on an ongoing basis. These materials will be beneficial in
providing all operators with consistent phone scripts and procedures to enhance
customer service interactions.
This Project Plan includes a variety of plans necessary to carry out a smooth
implementation of the Phone Operator Training. Below is the budget necessary to
execute the project plans.
Deliverable
/Solution
Type of Training/
Deliverable
Telephone Operator
Training
Seat Time
or Scope
Figure
8 hours
Total Hours
Estimated
344
Cost
@$150
per hour
$51,600
E-product guide
Project Plan
Electronic product
guide and SharePoint
site
32-48 pages
64-96
$9,60014,400
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Project Plan
4/16/2016
Scheduled Meetings
Meeting
Frequency
Description
Design Meeting
weekly
Development Meeting
weekly
Implementation
Bi-weekly
(every 2 weeks)
Evaluation/Testing
Bi-weekly
(every 2 weeks)
Sign-offs/Sponsor
As Needed
Project Plan
4/16/2016
Assumptions
WW Consulting is responsible for:
Collaborate with PJs IT department regarding the setup of a SharePoint or
shared directory accessible by all telephone operators and supervisors. This
SharePoint will display the current product guide in electronic format.
Telephone Operator Training which will include the following:
o Customer service training including call scripts, scenario examples,
practice scenario activities
Electronic Product Guide training
o Accessing the company intranet site
o Opening the product guide
o Searching the product guide
o Searching tip sheet handout
o Enhanced product features including examples of products
o What to do if encounter issues
PJ Enterprise will be responsible for:
Schedules
Constraints
The following situations will/can constrain WW Consulting ability to carry out the
project:
Project Plan
The shifts and work schedule of the phone operators and SMEs will
constrain our availability to implement training if not coordinated
effectively
Lack of staff cooperation and low morale can increase resistance and
decrease the effectiveness of the instructor-led training
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External Influences/Dependencies
The successful completion of the course is dependent on the following external
factors:
Call Volume- Higher than normal call volume could require that phone
operators be available to take inbound calls versus participating in training
which in turn can extend deadline.
Project Approach
For this project, WW Consulting will use the ADDIE process:
Project Plan
Analyze
o
Learners
Work Environment
Training Environment
Task Analysis
Design
o
Write Outline
Create Assessments
Implement
o
Evaluate
o
Gather Data
Analyze Data
Report Data
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Milestones
Project Milestones
Milestone
April 7, 2016
May 4, 2016
August 8, 2016
ADDIE Signoffs
Project Plan
Date
E-Learning Signoffs
4/16/2016
Schedule
Task
Analyze
Learners
Work Environment
Training environment
Task Analysis
Phone Operator
Tasks
Identify steps or
guidelines
Identify knowledge
needed
Identify related
processes
Determine objectives
Design
Write outline
Document objectives
Document other
course specifics
E-product guide
Document
Create assessments
Determine
instructional methods
Write Design Document
(DD)
Submit DD for Review
Review DD (SMEs)
Modify DD
Verify DD (SMEs)
Sign off on DD (SME)
Develop
Write facilitator guide
Write guide/materials
Create job aids
Project Plan
Who
All
All
All
All
All
All
All
All
All
All
JB, BB,
AT
BB
BB
JB, BB,
AT
JB, BB,
AT
JB, BB,
AT
JB, BB,
AT
BB
ALL
ALL
JB, BB,
AT
ALL
ALL
ALL
BB
BB
JB, BB,
AT
Star
t
28Mar
28Mar
28Mar
28Mar
28Mar
31Mar
31Mar
31Mar
31Mar
31Mar
Due
Done
Comments
5-Apr
5-Apr
5-Apr
5-Apr
5-Apr
7-Apr
7-Apr
7-Apr
7-Apr
7-Apr
11-Apr
11-Apr
11-Apr
21-Apr
21-Apr
21-Apr
11-Apr
21-Apr
11-Apr
21-Apr
11-Apr
21-Apr
11-Apr
21-Apr
18-Apr
18-Apr
25-Apr
21-Apr
21-Apr
2-May
25-Apr
25-Apr
25-Apr
9-May
9-May
9-May
2-May
2-May
4-May
25-May
25-May
25-May
9-May
25-May
9
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Implement
Determine phone
operators
Determine training
location and time
Send materials to print
Get materials back
Gather supplies and
set up room
Pilot Training
Conducted; Revisions
Signoff
Train Phone Operators
Evaluate
Create evaluation plan
Gather Data
Analyze Data
Report Results
Project Plan
ALL
ALL
JB, BB,
AT
18May
25May
15-Jun
15-Jun
1-Jun
15-Jun
ALL
10-Jun
15-Jun
ALL
BB
JB, BB,
AT
10-Jun
15-Jun
15-Jun
22-Jun
15-Jun
22-Jun
ALL
ALL
JB, BB,
AT
20-Jun
22-Jun
22-Jun
29-Jun
22-Jun
29-Jun
ALL
27-Jun
29-Jun
ALL
ALL
27-Jun
5-Jul
29-Jun
13-Jul
CS,RC
5-Jul
13-Jul
CS,RC
CS,RC
CS,RC
5-Jul
5-Jul
5-Jul
13-Jul
13-Jul
13-Jul
ALL
5-Jul
13-Jul
11-Jul
1-Aug
13-Jul
5-Aug
1-Aug
5-Aug
1-Aug
5-Aug
1-Aug
5-Aug
1-Aug
5-Aug
1-Aug
5-Aug
ALL
ALL
JB, BB,
AT
JB, BB,
AT
JB, BB,
AT
JB, BB,
AT
JB, BB,
AT
10
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WBS Diagram
Project Plan
11
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Gantt Chart
Project Plan
12
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Project Plan
13
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Project Plan
14
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Dependency Table
Criti
cal
Path
FS
Predecessor
Success
or
Design
Document (1st
draft)
FS
Facilitator and
phone operator
guide design (1st
draft)
FS
E-product Guide
Document (1st
draft)
FS
Piolet training
Design
Docume
nt
Final/Sig
n Off
Facilitato
r and
phone
operator
guide
design
final/sign
off
Eproduct
Guide
Docume
nt
final/sign
off
Telephon
e
Operator
Training
Project Plan
Task
Respons
ible
Contrib
utor
Project
Managemen
t Plan
Outline
All; final
documen
t
complied
by Amy
T.
Design
Document
Bridget
15
4/16/2016
Project Plan
1st Draft
B.
Design
Document
Final/Signo
f
Bridget
B., Coral
S.
Facilitator
and Phone
Operator
Guide
Design 1st
Draft
Jen B.,
Amy T.
Facilitator
and Phone
Operator
Guide
Design
Final/Signo
f
Jen B.,
Amy T.,
Rebecca
C.
E-product
guide
document
1st draft
Bridget
B.
E-product
guide
document
final/signof
Amy T.,
Coral S.
Pilot
Training
Conducted;
Revisions/Si
gnof
Rebecca
C., Coral
S.
Telephone
operator
Training
Rebecca
C.
16
4/16/2016
Purpose
The purpose of a Change Management Plan is to provide a controlled method to
track changes to the project from initiation through final approval. The Change
Management Plan will ensure that all changes are reviewed and approved in
advance, that all changes are coordinated across the project, and all stakeholders
are notified of approved changes to the project.
Goals
The goal of the plan is to ensure the following:
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but Change Meeting will be scheduled as early as possible. Change Log is opened
for stakeholder comments.
Priority 2 (P2): Necessary change to the project that will not impact budget, scope
or schedule. Project work continues as planned; P2 Changes can be discussed at
the next Project Team Meeting.
Priority 3 (P3): Nice to have, not a necessary change. No impact to budget, scope
or schedule. Project Manager has authority to approve P3 changes.
P0 and P1 Changes are reviewed by the Business Manager who develops a Change
Proposal to present to the Project Team.
The Project Team will discuss the Change Log, stakeholder comments, and any
Change Proposals and determine which changes to put forward for signature.
P0-P2 Changes must be approved by both the Project Manager and the Project
Sponsor. Only after both have signed the Change Proposal is the Project Plan
revised.
After the Project Plan is revised the Project Manager updates the Change Log and
sends a Management of Change email to critical stakeholders to advise them of
changes to the project.
The Project Manager closes the Change Request.
Responsibilities
Person Responsible
Project Plan
Responsibilities
Any Stakeholder
Project Manager
Business Manager
Project Team
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Person Responsible
Project Sponsor
Project Plan
Responsibilities
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Communication Plan
Purpose and Goals
It is important for PJs management to develop a communication plan for the
customer service training. The purpose of this communication is to inform the
staff about the upcoming training. The goal is to foster support for the training.
Communication about the training assists PJ in meeting its goals of increased
customer service.
Project Plan
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Project Plan
Challenge
Channel
Responsible
Date
Telephone
Operators
Resistance to the
customer service
training
Team
huddles
Jane MacKenzie
8/1/16
Supervisors
Resistance to
training due to
challenges in
scheduling
training and
keeping up with
call volume
One on one
meetings
Jane MacKenzie
8/1/16
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1 INTRODUCTION
A risk is an event or condition that, if it occurs, could have a positive or negative effect
on a projects objectives. Risk Management is the process of identifying, assessing,
responding to, monitoring, and reporting risks. This Risk Management Plan defines
how risks associated with the PJ Enterprises Training project will be identified,
analyzed, and managed. It outlines how risk management activities will be performed,
recorded, and monitored throughout the lifecycle of the project and provides templates
and practices for recording and prioritizing risks. The intended audience of this
document is the project team, project sponsor and management.
2.1 PROCESS
The project manager working with the project team and project sponsors will ensure
that risks are actively identified, analyzed, and managed throughout the life of the
project. Risks will be identified as early as possible in the project so as to minimize
their impact. The steps for accomplishing this are outlined in the following sections.
The project manager will serve as the Risk Manager for this project.
Risk identification will involve the project team, appropriate stakeholders, and will
include an evaluation of environmental factors, organizational culture and the project
management plan including the project scope. Careful attention will be given to the
project deliverables, assumptions, constraints, WBS, cost/effort estimates, resource
plan, and other key project documents. A Risk Management Log will be generated and
updated as needed and will be stored electronically in the project library located in the
company document e- locker.
Project Plan
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All risks identified will be assessed to identify the range of possible project outcomes.
Qualification will be used to determine which risks are the top risks
to pursue and respond to and which risks can be ignored.
The probability and impact of occurrence for each identified risk will be assessed by
the project manager, with input from the project team using the following approach:
Probability
Im
pa
ct
High
Mediu
m
Low
Low
Mediu
m
High
Probability
Impact
Project Plan
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High Risk that has the potential to greatly impact project cost, project
schedule or performance
Medium Risk that has the potential to slightly impact project cost,
project schedule or performance
Risks that fall within the RED and YELLOW zones will have risk response planning
which may include both a risk mitigation and a risk contingency plan.
Analysis of risk events that have been prioritized using the qualitative risk analysis
process and their affect on project activities will be estimated, a numerical rating
applied to each risk based on this analysis, and then documented in this section of the
risk management plan.
Each major risk (those falling in the Red & Yellow zones) will be assigned to a
project team member for monitoring purposes to ensure that the risk will not fall
through the cracks.
For each major risk, one of the following approaches will be selected to address it:
Mitigate Identify ways to reduce the probability or the impact of the risk
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Transfer Make another party responsible for the risk (buy insurance, outsourcing,
etc.)
For each risk that will be mitigated, the project team will identify ways to prevent the
risk from occurring or reduce its impact or probability of occurring. This may include
prototyping, adding tasks to the project schedule, adding resources, etc. For each major
risk that is to be mitigated or that is accepted, a course of action will be outlined for the
event that the risk does materialize in order to minimize its impact.
The level of risk on a project will be tracked, monitored and reported throughout the
project lifecycle. A Top 10 Risk List will be maintained by the project team and will
be reported as a component of the project status reporting process for this project. All
project change requests will be analyzed for their possible impact to the project risks.
Management will be notified of important changes to risk status as a component to the
Executive Project Status Report.
A Risk Log will be maintained by the project manager and will be reviewed as a
standing agenda item for project team meetings.
Template Source:
http://www2a.cdc.gov/cdcup/library/templates/CDC_UP_Risk_Management_Plan_Te
mplate.doc
Project Plan
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Project Plan
Name
Role
Jane MacKenzie
Project Sponsor
Signature
Jane E. MacKenzie
Date
4/3/16
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