Project Charter for

Team 6
March 27, 2016

Project Information
Project Name and Description
PJ Enterprises, a mail-order catalog company, seeks to increase
sales by $2 million and improve customer-service scores by 10%
over last year. To address these needs, PJ Enterprises hired
Concept Creators to design, develop, and deliver a learning
program for the telephone operators and customer service
supervisors.
Phase One of this project included reviewing and revising the
employee handbook. This phase of the project has been
completed.
Phase Two is to develop a product guide database.
Phase Three is to provide product, sales, and customer service
training for the telephone operators and customer service
supervisors.

Project Manager
The Project Manager for this project is Michel OHara. She has
been in contact with Jane MacKenzie-Smith, the Project Sponsor,
on a regular basis throughout the initial assessment and analysis
phases of this project.

Project Sponsor
The Project Sponsor for PJ Enterprises is Jane MacKenzie-Smith.

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Stakeholders and Impact

This table establishes the stakeholders and their individual roles and responsibilities within the project.
Responsibilities and Impact

Stakeholder

Project Impact on Them

on the Project
Jane MacKenzieSmith, Project Sponsor

Jane Mackenzie-Smith,
Project Sponsor and
Tie-breaker (the
person who will make
decisions, both
strategic and content,
should subject matter
experts disagree)

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Ensures that the project aligns

with PJ Enterprises goals,
vision, mission, and standards
Makes all key decisions
regarding the project
progression and agrees/
disagrees to all components of
the project, including strategic
decisions and overall project
information
Manages the project budget
Reviews and agrees to the
implementation of each
phase/stage of the project
Manages the project based on
client needs

Will validate Ms. MacKenzieSmiths decision to invest in

training developed and delivered
by Concept Creators. It will also
ensure PJ Enterprises return on
investment and will help PJ
Enterprises fulfill their company
mission statement. See Mission
Statement on page 6.

Modifies project scope as

deemed necessary
Finalizes decisions regarding
policies, content, and project
operations
Addresses and reconciles
conflicting viewpoints of
reviewers, making the final
call and final decision

Will establish Ms. MacKenzieSmith as the leader / final

decision-maker; will positively
influence company success and
staff morale.

Responsibilities and Impact

Stakeholder

Project Impact on Them

on the Project
Reviewers:
Sheena Perez,
Merchandising
Manager

Ray Johnson,
Assistant
Merchandising
Manager

Reviews materials when Ms.

Perez is unavailable

Subject Matter
Experts:
Sarah Commons,
Customer Service
Supervisor

Provides knowledge and

expertise about the new
training program
Reviews the training related to
both customer service
supervisors and telephone
operators
Transitions to trainer role

Maria Gomez,
Customer Service
Supervisor

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Provides limited input by way

of review on all plans and
materials related to
products/product information
Supplies product information
as time permits

Will minimize any pressure she is

incurring in the wake of the
transition, alleviating stress and
improving morale.

Will enhance Mr. Johnsons role in

the company. His new, fresh, and
positive critiques of materials
created, guidance on how
implementation may affect
employees, and merchandise
knowledge will be invaluable.

Will increase their value to the

company and elevate their roles
in the company. Once transitioned
to trainers, they can ensure that
training will be well rounded and
relatable to employees for the
long-term. Their involvement
provides opportunities for
professional growth and increased
confidence, making them assets
to the company.

Responsibilities and Impact

Stakeholder

Project Impact on Them

on the Project
Additional Subject
Matter Experts:
Paula Moore,
Telephone Operator

Rosalinda Sanchez,
Telephone Operator

Provides analysis and review of

any training that is related to
telephone operators
Provides perspective from a
telephone operators viewpoint

Will increase their value to the

company and elevate their roles
in the company. Allows for more
assurance that training will be
well rounded and relatable to
telephone operators because their
voice will be included.

Provides information needed

for development of product
guide database
Provides assistance and
answers questions about the
new sales system installation
project to the telephone
operators and supervisors
Works with employees who are
having intranet difficulties
related to the training

Will have the opportunity to assist

in making sure the new product
guide database system functions
properly once it is implemented;
the I.T department will benefit by
the product guide conformance to
integrate with the new order entry
system. Will assist in making sure
it functions correctly.

IT Contacts:
Bruce Bennett,
Vice-President of
Information Systems
Yun Tsien,
Manager of the New
Sales System
Installation Project
Lucy Fieldman,
Oversees Manager
responsible for PJ
Enterprises Intranet

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Responsibilities and Impact

Stakeholder

Project Impact on Them

on the Project
Concept Creators
Project Management
Team:
Michel OHara,
Project Manager
Ginger Moore,
Project Coordinator
Christie Carter,
Instructional Designer

Works as a team to design,

develop, and deliver a learning
program for the telephone
operators and the customer
service supervisors.
Provides oversight on design,
development and
implementation of product
guide database.

Will have the opportunity for a

long-term relationship with PJ
Enterprises if work is performed at
an exemplary level throughout the
entire project. Will have the
opportunity to increase client
base and bottom line.

Catie Rolph,
Course Developer
Leslie Melvin,
Technical Writer
Maggie Bieniek,
Performance Analyst

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Description of Work
Project Purpose
The purpose of this project is to improve customer service
performance by the telephone operators and the customer
service supervisors and increase the telephone operators product
knowledge. To that end, the successful completion of this project
will also increase employee morale and reduce employee
turnover.

Business Objectives
PJ Enterprises strives to achieve its company mission of
providing customer satisfaction through excellent and
knowledgeable customer service intended to help offer customers
the most unique products in the market place.
Its stated business objectives include:
Aggressive growth to maintain or exceed projected targets

Maintain profitability

Focus on quality and customer service with 10 percent

improvement on customer-service scores
Focus on quality of work environment and staff
development and recognition

Through implementation of a successful sales, customer service,

and product knowledge training, the business objectives of PJ
Enterprises will be achievable.

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Project Deliverables
Concept Creators will deliver the following solutions to PJ Enterprises.
Solution

Delivery
Method
Paper
documentation

Seat Time or
Pages
N/A

Product Guide

Database

N/A

Database of all catalog products; to

include new catalog items for use
during customer calls

Telephone Operator
and Customer Service
Supervisor Training

Instructor-Led
Training (ILT)

12 hours

Comprehensive training, including

scripts, a facilitator guide, learner
workbooks, and job aids. The training
strategy includes hands-on interactivity,
using demonstrations, role-plays, and
simulations. Formative and summative
assessments are included.

Employee Handbook*

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Description
Review and revise employee handbook
to ensure policies and procedures align
with company missions and goals

* Employee
Handbook was
completed in Phase
One.

Deliverables In Scope
Concept Creators will undertake the following tasks to complete
the above deliverables:
Review and revise employee handbook (Completed)
Design, develop, and deliver telephone operator and
customer service supervisor training
Develop materials used in training, including scripts,
facilitator guide, and all learner materials
Facilitate development and implementation of a new
product guide database for use by telephone operators and
customer service supervisors during customer interactions

Out of Scope
Concept Creators is not responsible for the following:

Scheduling of, invitation to, and incentives for telephone

operators to attend training

Determination of major products on which to focus during

training

Uploading and integration of new product guide

Communication about and integration of new employee

handbook

Printing of materialsPJ Enterprises will be responsible for

printing all handbooks, job aides, and other training
materials

Training and documentation outside that material specified

above in the In Scope section

Leadership training, new-hire training, and ongoing training

of telephone operators and customer service supervisors
(as first recommended in the Performance Analysis Report)

Integration of new standards and policies. When PJ

Enterprises requests assistance with updating materials,
Concept Creators will be happy to submit a separate
charter and/or proposal. Note: PJ Enterprises owns all final
materials.

Project Completion Criteria

This project will be complete when all specified deliverables,
including the training and ongoing evaluations, are complete and
delivered to PJ Enterprises.

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Project Parameters
Budget
Below is an estimate of the time and money required to complete
the deliverables for PJ Enterprises. Given that these numbers are
an estimate, please note that each line item could vary plus or
minus 10%.
Deliverabl
e/ Solution

Seat
Total
Cost
Time or
Hours
Scope
Estim
Figure
ated
Completed in Phase One.

Employee
Handbook

Review and revise

employee
handbook; paper
documentation.

Product
Guide

Database of all
products; to
include new
catalog items for
use during
customer calls.
Multiple search
options /
functions.

Outsource
d
developm
ent time
and server
integration

N/A

$50,00
0 to
75,000

Telephone
Operator
and
Customer
Service
Training

Comprehensive
product, customer
service, and sales
training to
include:
Scripts
Facilitator
Guide
Learner
workbooks
Job aids
Role-plays
Simulations
Demonstration
s
Formative and
summative
assessments

InstructorLed
Training
(ILT);
Seat time:
12 hours

480
to
600

$48,00
0 to
$60,00
0

Total Cost:
(approximatel
y)

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Type of
Training/
Deliverable

$98,00
0 to
$135,0
00
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Project Team Members & Roles [lm]

The table below lists all Concept Creators team members and PJ
Enterprises personnel, their high-level responsibilities, and the
hours required for their participation.
Name

Concept
Creators:
Michel OHara

Role

Responsibilities

Project
Manager

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Plan project
schedule
Assure
communication
among team
members and
project sponsor
Oversee product
guide
development by
vendor
Keep members
accountable
Handle
problems
Coordinate all
activities for
project
Conduct team
meetings
Manage budget

Est.
Hours
Needed
90

Provide status
reports to client
Determine
effectiveness of
training
Finalize project
documents and
archive

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Name

Christie Carter

Role

Instructional
Designer

Responsibilities

Leslie Melvin

Technical
Writer

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Design and
develop
assessments
Collaborate with
team members
when preparing
Design
Document and
training
materials
Write course
outline and
objectives
Collect and
assemble
materials from
all members
Prepare final
documents for
team review
and final
submission
through original
or revision
writing, editing,
grammar/spell
check
Ensure
materials reflect
consistent style
and tone
Ensure
materials reflect
cohesive project

Est.
Hours
Needed
120

60

11

Name

Maggie Bieniek

Role

Performance
Analyst

Responsibilities

Catie Rolph

Course
Developer

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Analyze overall
training/ learner
needs and
learning
environment
Assess
performance,
usability and
success of
project by
conducting a
performance
assessment via
surveying tools
such as
Qualtrics or
Survey Monkey
Design and
develop overall
structure and
feel of course/
training
materials
Create
supporting
documents,
including but
not limited to
role-plays,
training
handouts,
learner
workbooks and
facilitator guide

Est.
Hours
Needed
60

150

12

Name

Ginger Moore

Role

Project
Coordinator

Responsibilities

Coordinate
activities and
deadlines, as
well as meeting
agendas, while
working closely
with the project
manager

Ensure
processes go
smoothly and
assist other
team members
in various
efforts during
the project

Total Hours for

Concept
Creators
(approximately):
Name

60

600

Responsibilitie
s

Role

PJ Enterprises:

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Est.
Hours
Needed

Jane MacKenzieSmith

Project
Sponsor

Sheena Perez

Reviewer

Provide input to
and review all
materials

Provide final
sign-off

Review all plans

and materials
related to
product training

Provide product
information

Est.
Hours
Needed
60

18

13

Name

Role

Sarah Commons
and Maria Gomez

Subject
Matter
Experts and
Reviewers for
Training

Paula Moore and

Rosalinda
Sanchez

Additional
Subject
Matter
Experts

Ray Johnson

Reviewer

Bruce Bennett
Yun Tsien
Lucy Fieldman

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IT Contacts

Responsibilities

Provide subject
matter
expertise for
training

Assist in
conducting the
training

Review and
analyze training
materials
related to
telephone
operators and
customer
service
supervisors

Review and
analyze training
materials for
telephone
operators

Review
materials

Provide input
and oversight
for product
guide database

Assists in
making sure the
new product
guide database
system
functions
properly once it
is implemented

Est.
Hours
Needed
60 each

30 each

42

12

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Name

Role

Responsibilities

Est.
Hours
Needed

Total Hours for

PJ Enterprises
(approximately):

312

Project Milestones
Subject to agreement from PJ Enterprises. Concept Creators will
present the deliverables on the following dates:
Milestone
Employee HandbookReceive Sign-Off:
Review and Revisions to Employee Handbook

Date
Completed

Product Guide DatabaseReceive Sponsor

Sign-Off:
May 23, 2016
Completed and Installed Product
Guide/Database
Training Design DocumentReceive Sponsor
Sign-Off:
April 22, 2016
Completed Telephone Operator and Customer
Service Supervisor Training Design Document
Training Materials:
Complete Development of Telephone
Operator and Customer Service Supervisor
Training Materials

May 27, 2016

Training Materials:
Conduct Pilot Test and Revise (if needed)

June 1, 2016

Training:
Conduct and Complete Telephone Operator
and Customer Service Supervisor Training

June 13 17, 2016

(Staggered
Schedule)

Training / Training MaterialsEvaluate (and

Revise, If Necessary)
September 16,
2016

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Vendor Assistance Required

Concept Creators will require the assistance of an outside vendor
to build the product guide database. Acceptance of this document
is the written permission for the product guide work. Concept
Creators will advise PJ Enterprises regarding the format of the
product data required by the vendor developing the product
guide so that the database can later be integrated with the new
order entry system.

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Possible Problems and Risks

The problem areas highlighted below may cause:
Communication problems
Poor time management
Trouble managing the scheduling of key project players
Unforeseen additional project costs
Project quality to suffer
Lack of ongoing commitment from PJ Enterprises

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Problem Area

Employee
turnover

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Likeli
hood
15
3

Problem
Owner
Jane
MacKenzieSmith,
Project
Sponsor

Possible
Impact to
Project

Mitigation Plan

If PJ Enterprises
encounters
significant, more,
and/or ongoing
employee
turnover the
project may
encounter:
scheduling
delays
time
constraints
for existing
employees
additional
project costs
a need to
adjust work
hours
If a subject
matter expert
involved in the
project leaves
the company, we
will encounter a
loss of expert
knowledge and
an established
communication
channel, causing
the project to
suffer.

We will ask all

subject matter
experts and other
individuals involved
in the project to
document all steps
of the project and
copy other key
stakeholders in all
e-mail
correspondence.
There will also be a
clear
understanding of
each persons key
roles and
responsibilities.

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Problem Area

Tensions among
project subject
matter experts

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Likeli
hood
15
2

Problem
Owner
Jane
MacKenzieSmith

Possible
Impact to
Project
Given some
changes in roles
and
responsibilities,
subject matter
experts who are
new may not
have views and
opinions that
align with those
of past subject
matter experts,
such as Ms.
Perez. This may
muddy the
communication
process, affect
negatively the
project timeline,
and result in
inaccurate or
conflicting
information,
creating
unnecessary
delays and
confusion.

Mitigation Plan

We will create
clearly defined
roles and
responsibilities for
all individuals
involved in the
project, highlighting
their tasks and
responsibilities in
an easy-accessible
project
management tool
that help will keep
everyone on the
same page and
maintain project
transparency.

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Problem Area

Availability of
subject matter
experts

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Likeli
hood
15
4

Problem
Owner
Jane
MacKenzieSmith

Possible
Impact to
Project

Mitigation Plan

Due to Ms. Perez

limited
availability, there
will be additional
individuals to
assist with the
review of
materials and to
serve as subject
matter experts.
However, due to
their other roles
within the
company, their
availability and
attention may be
split. As a result,
the project
timeline could
suffer, there may
be
communication
problems, and
errors could
occur. Lack of
time due to this
added
responsibility
could lead
subject matter
experts to
miss/overlook
important

We will hold an
initial meeting with
all subject matter
experts to present
the overall scope of
the project. We will
ask them to provide
their schedules and
availability. From
that input, we will
set regularly
scheduled
meetings, using a
tool such as
Microsoft Outlook.
During
development, we
will make sure that
each person is
working on and
reviewing separate
pieces of
information in order
to prevent overlap
or duplicate efforts,
and we will
document all
processes and
steps of the project.
We will keep the
sponsor engaged
with all
components and
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Problem Area

Lack of
familiarity with
project

Resistance to
training by the
telephone
operators and
customer service
supervisors

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Likeli
hood
15
5

Problem
Owner

Possible
Impact to
Project

Mitigation Plan

Jane
MacKenzieSmith

Some key
players will not
have the same
project
knowledge that
Ms. Perez has. As
a result, extra
time may be
needed to
familiarize
everyone with
the project
scope,
deliverables, and
goals.

We will build time

in to the project
plan to be able to
orient others about
the projects
purpose and
desired end goals.
We will document
all information. We
will have an initial
meeting with all
subject matter
experts to present
the overall scope of
the project.

Jane
MacKenzieSmith

If the idea of
training is not
well received,
learners may not
participate with
enthusiasm, and
the desire to
learn may be
minimal.

Incentives for
employees
completing the
training. To
accommodate
schedules, we will
hold multiple
kickoff meetings
with telephone
operators and
customer service
supervisors.

21

Problem Area

Lack of phone
coverage or
other internal
factors prohibits
telephone
operators from
attend training

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Likeli
hood
15
2

Problem
Owner
Jane
MacKenzieSmith

Possible
Impact to
Project

Mitigation Plan

If factors outside
of our control
keep telephone
operators and
customer service
supervisors from
being able to
attend training,
the result will be
a partially
trained team.

If necessary, we
will schedule
alternate training
times at additional
cost to PJ
Enterprises. We will
record the training
sessions.

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Assumptions
Concept Creators will be responsible for:
Timely completion of the project
Keeping on track with budgeting and delivery deadlines
Developing all deliverables, such as training materials for
telephone operators and customer service supervisors
Delivering the initial TO and CSS training
Providing regular project updates to the project sponsor
Creating clear lines of communication between Concept
Creators, subject matter experts, and the project sponsor
Informing the project sponsor of any project-related issues
or red flags
Managing project timeline and workflow
Maintaining a project log
PJ Enterprises will be responsible for:
Providing subject matter experts who will review all
materials in a timely, efficient, and accurate manner
Providing catalog and product information
Communicating clear and manageable project milestones
Approving a budget that will ensure the project can be
completed
Providing equipment, facility, and appropriate resources for
training to take place
Scheduling telephone operators and customer service
supervisors for training
The cost and setup of alternate training dates if unforeseen
factors cause some telephone operators and customer
service supervisors to miss their scheduled training
The accuracy of the content of the materials, which will be
based on the information provided by the subject matter
experts and other PJ Enterprises personnel
Updating all training materials after training is delivered

Constraints
The following situations could constrain Concept Creators from
carrying out the projectpartially or in full:
Completing the product guide database is dependent on
receiving all product information from PJ Enterprises in a
timely manner
The different levels of experience of the subject matter
experts assigned to the project may create challenges in
communication and difficulty in understanding the project
scope
The influence of multiple subject matter experts could
create challenges regarding project perspectives
Differing work hours of the available subject matter experts
may result in the need to adjust work hours of project
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External Influences/Dependencies
The successful completion of the project is depending on the
following external factors:

Holiday peak times may result in lower staff volume and, as

a result, may impact project timing

Weather-related issues can result in PJ Enterprises closing

facilities and, thus, slowing down the project

Telecommunication networks must function properly

Completion and Installation for the product guide database

Approvals
Role

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Signature

Date

___________________________________

_____________________

___________________________________

_____________________

24