Project Charter for

Team #3
March 27, 2016

Project Information
Project Name and Description
PJ Enterprises, a six year old retail store and mail order catalog company has hired Team 3, Inc (T3I) to develop curriculum for catalog
training. T3I met with the management team at PJ Enterprises and it was agreed that T3I would conduct a performance analysis to take
a closer look at the overall operation to ascertain the exact training needs of the company.
PJ Enterprises management articulated that they have had a high turnover in personnel, particularly with customer service employees.
Also, customer complaints regarding the service received from the telephone operators have increased 30% over last years numbers
for the same time frame. With these factors in mind, the company has set some business objectives to include focus on quality and
customer service with a goal set for a ten percent increase in customer service scores. PJ Enterprises is also focused on cultivating a
quality work environment and staff development.
T3I has focused on several areas of concern, including management, supervisors, and telephone operators, and has compiled some
findings and proposed solution options. PJ Enterprises has given T3I permission to gather and compile this data into a comprehensive
report. The analysis revealed a priority need for comprehensive telephone operator training to include updating the paper catalog into
an electronic, searchable file and instructor led operator skills training. As discussed with Jane MacKenzie, Director of Sales Support
and Project Sponsor, T3I has agreed to move forward with this proposal.

Project Manager
The Project Manager is Pamela Jacobsen of T3I. She has been in contact with
continue to communicate with Jane on the project.

Jane MacKenzie, the Project Sponsor, and will

Project Sponsor
Jane MacKenzie is the Project Sponsor at PJ Enterprises.

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Stakeholders and Impact

Stakeholder

Responsibilities and Impact on the

Project

Project Impact on Them

Jane; Project Sponsor

Will be overseeing the entire project to

ensure completion and success; will be the
person to seek permission from should
changes need to be made from the initial
plan.

Jane will benefit financially from the

success of this project.

Jane; Tie-breaker (person

who will make decisions,
both strategic and content,
should SMEs disagree)

Will be making all final decisions

regarding training modules, materials,
times, & locations; will make decisions to
keep the project moving should SMEs and
reviewers disagree; can make changes to
the project at any point.

From the success of both pieces of this

project, Jane will benefit by having a
happier staff and a significantly lower
turnover rate.

Sarah Commons and Maria

Gomez; Customer Service
Supervisors & Reviewers
for training

Will be assisting in initial customer service

trainings while learning how to conduct
future trainings themselves.

Will have significantly less calls that

require service.

Sarah Commons, Maria

Gomez, Paula Moore,
Rosalinda Sanchez; SMEs

Will be analyzing and reviewing all

training materials to be distributed to TOs.

Will have a staff of TOs that are much

more independent and satisfied in their
jobs overall.

Ray Johnson; Assistant

Merchandising Manager

Will be reviewing all materials regarding

the new electronic product guide.

Will have to deal with a significantly lower

number of returns on products; will be able
to relay product information to the
customers on a higher frequency through
the TOs and their new electronic product
guide.

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Stakeholder

Responsibilities and Impact on the

Project

Project Impact on Them

Pamela Jacobsen, Rachel

Donald, Oshea Ricks,
Jessica Ireland, and Erin
Abbott, Project Team
Members

Will be the key members and participants

for the work on the JP Enterprises project.

Will benefit financially from the success of

this project; will have gained experience
and made new & positive professional
connections.

Telephone Operators

Will be the recipients of the customer

service training and primary users of the
new electronic product guide

Will have a much more pleasurable work

experience by being more knowledgeable
and confident in their customer service
skills, and by having a much easier time
finding products & product details in the
new electronic product guide.

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Description of Work
Project Purpose
The purpose of this project for PJ Enterprises is to increase the quality of customer service provided by telephone operators and
decrease customer complaints against the operators.

Business Objectives
The proposed solutions will support the following business objectives of PJ Enterprises:

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Aggressive Growth: To meet or exceed this years target of $13 million in catalog sales, telephone operators need to process
phone calls at a greater volume. Incorporating a new, electronic resource for product information will reduce the average call
time and allow agents to process more calls per hour.

Focus on quality and customer service with 10% improvement on customer-service scores Offering staff training on
customer service skills such as phone etiquette, listening skills, and warm transfers will improve telephone operator
interactions with customers. This increased focus on the needs of the customer will bear out in the scores of the next customer
service survey.

Focus on quality of staff development and recognition Involving current supervisors in the curriculum development and
training facilitation will build internal staff competencies in training and instructional design. This develops a staff that can
continue to provide training after T3I has completed project work

Project Deliverables
Solution

Delivery Method

Seat Time or Pages

Description

Develop an electronic
version of the product
catalog which has a search
function built in. This will be
part of the catalog delivery
by the catalog vendor.

Electronic product
resource

Not applicable; training

on using the guide is
incorporated into the
customer service
training.

An outside vendor will be sourced to create an

electronic file of the product catalog with a built
in search feature. Telephone operators will be able
to enter a keyword in the search box (or use the
Ctrl+F keyboard command) to quickly locate
products in the catalog.

Customer service skills

training for existing
associates.

ILT

8 hours

The course will cover vocal coaching, listening

skills, and call management skills. The electronic
product catalog will be available at the time of
training; the course will incorporate the electronic
guide so operators can practice navigating and
using the guide to look up product information.

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Deliverables In Scope
The following items will be delivered by T3I:

Project Charter

Project schedule

Searchable electronic product reference guide

Design Document

Job Aids

Final training deliverable(s)

Status reports

Evaluations

Final report

Out of Scope
The following are items considered to be outside the scope of this agreement:

Additional job aids outside of the specific listed job aids outlined in the deliverables

Updates to new hire training

Providing written job description to TOs

Providing management training to supervisors

Upgrading order entry system and/or ensuring product database compatibility

Project Completion Criteria

The project is complete when the following items have been delivered

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Training program for TOs and CSS

Searchable electronic product guide

Job Aids

Evaluation Plan

Final report

Project Parameters
Budget
Budget reflects cost of developing training for current staff. Note that the Cost estimates will vary by +/- 10%.
Deliverable
/Solution

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Type of Training/
Deliverable

Seat Time
or Scope
Figure

Total
Hours
Estimated

Cost

Develop
Instructor Led
Training for
current staff

Training on customer
service topics and how
to use the searchable
product guide

8 hours

340-400

34,00040,000

Develop
electronic
product guide

Convert 50 page paper

document into
electronic, searchable
format

Catalog
Vendor

0 hours

Included
in cost of
paper
catalog

Project Team Members & Roles

Name

Role

Responsibilities

Pamela Jacobsen

Project Manager

Oversees high level

strategic direction of
project. Ensures
accountability to client
and within project team.
Communicates with
external stakeholders on
behalf of project team.

50

Jessica Ireland

Project
Coordinator

Analyzes weekly
deliverables and
develops meeting
agendas. Takes notes
during meetings and
posts minutes.

40

Oshea Ricks

Business
Analyst

Researches business
practices and needs.
Suggests solutions that
appropriate for client
organizational and
business needs.

40

Erin Abbott

Instructional
Designer

Serves as subject matter

expert for instructional
design. Conducts
research and advises
team on best practices to
prepare training
deliverables and
documentation.

190

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Est. Hours
Needed

Name
Rachel Donald

Role
Technical Writer

Responsibilities
Prepares and submits
project deliverables on
behalf of team.
Incorporates feedback
from all stakeholders
into finished product.

Total T3I Hours

Est. Hours
Needed
80

400

Jane McKenzie

Director of Sales
Support

Provide input and

review of all materials.
Final Signoff

40

Ray Johnson/Sheena
Perez

Assistant
Merchandising
Manager

Coordinates
implementation of
electronic catalog.
Review training
materials

60

Sarah Commons and

Maria Gomez

SME/Reviewer
Customer
Service
Supervisors

Customer service
supervisors serving as
SMEs who will provide
input and review of
training material for
accuracy

40 Each

Paula Moore and

Rosalinda Gomez

SME/Reviewer

Customer Service Reps

serving as SMEs who
will provide input and
review of training
material for accuracy

40 Each

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Telephone
Operators

Project Milestones
Milestone

Date

Design document sign off

June 1, 2016

Delivery of electronic catalog

July 1, 2016

Facilitator guide sign off

July 22, 2016

Pilot and review

August 3, 2016

Vendor Assistance Required

Ray Johnson, PJ Enterprises Assistant Merchandising Manager, will coordinate the conversion of the paper catalog to an electronic,
searchable format via the catalog vendor.

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Possible Problems and Risks

This table represents an assessment of problems and risks that could possibly impact the project.
Problem Area

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Likelihood
15

Problem Owner

Possible Impact to
Project

Mitigation Plan

Turnover

Jane

The hiring of new

TOs after trainings
have begun could
make it difficult to
get them caught-up
with the rest of the
TOs.

Repeat trainings could

be offered should new
TOs be hired. These
trainings will also be
offered to current TOs
who want a refresher.

Language & literacy

Sarah Commons
& Maria Gomez

TOs that struggle

with reading and
understanding the
English language will
have a more difficult
time finding the
product information
in the new electronic
product guide, and
understanding what is
being conveyed in the
new trainings.

The electronic product

guides will be created
with an option to
translate all of the
information to another
language as needed.
Interpreters will be
provided for the
trainings.

Budget

Jane

If the budget changes

(such that we have
less money to work
with), this will limit
our options of
potential resources.

Prioritize how the

money will be spent,
always looking to save
money when possible.

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Problem Area

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Likelihood
15

Problem Owner

Possible Impact to
Project

Mitigation Plan

Timeframes

Jane

Finding times for the

trainings that easily
fit with everyones
different work
schedules could pose
as a challenge.

Offer multiple training

sessions at different
times of day during
different days of the
week.

Needed resources
unavailable

Jane; Ray
Johnson

Rooms for trainings

unavailable; release
of electronic product
guide is pushed
delayed.

Always create some

back-up plan, or Plan B,
in case resources arent
available as originally
anticipated.

Electronic product
reference guide is not
completed in time for
training

Vendor

Training on the use of

the electronic
product guide will
have to be postponed

Communicate frequently
with vendor to ensure
timely completion

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Assumptions
PJ Enterprises is responsible for the following:

Resources will be available to complete the project by the contracted date

Funding is available to pay for the project

All invoices will be paid in a timely manner

A training room will be available in which to conduct the initial training

All Subject Matter Experts (SMEs) have been identified and will remain in their roles throughout the project

Content will be developed for classroom training

T3I is responsible for the following:

Developing all deliverables

Project Management of the project

Meeting schedules

Constraints
The following could constrain T3I in completing the project:

Current technology needs to be updated

Limited availability of SMEs

Competing projects

External Influences/Dependencies
The successful completion of the project will depend on the following external influences:

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Catalog vendor delivering catalog and electronic product resource on schedule

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Approvals
Role

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Signature

Date

___________________________________

_____________________

___________________________________

_____________________

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