Professional Documents
Culture Documents
Team 3
November 22nd, 2015
Project Description/Overview
The purpose of this project is to design, develop, and deliver a training that is to be
completed by customer service supervisors and operators prior to an upcoming
catalog mailing. This face-to-face training program will replace a prior instructorled training program, which was designed and delivered by one of the individuals
who will serve as a subject matter expert for this project. A $400,000 budget has
been set for the project, with an end goal of increasing sales. PJE goals include a
net profit increase of $2 million that will require aggressive growth, primarily
through a focus on work environment, staff development, and customer service.
Phase one of this project was an extensive front-end analysis that incorporated
qualitative and quantitative research. Training has been deemed to be an
appropriate solution to some of the needs assessed; therefore, ID Solutions will
work with appropriate stakeholders, including SMEs, to develop, design, and
implement a training program. Following implementation, ID Solutions will
evaluate the training solution, seek client feedback, re-assess needs and revise as
appropriate. ID Solutions will create a training module template for the launch of
new products and catalogs to assist TOs in becoming better-informed about
products and quicker response the telephone orders. The template will be
customizable, allowing PJE to update the template as products are discontinued
and new products are introduced.
Project Purpose
The purpose of this project is to design, develop and deliver a training program to
PJE staff improving the customer service and working towards the company goal
of a net profit $2 million increase.
Business Objectives
The primary goal of this project is to improve customer service scores by 10%.
This includes an improvement in operator product knowledge, customer wait time,
calls taken per hour, and the overall customer experience. Better informed TOs will
be able to respond to telephone orders more efficiently, which helps PJ Enterprises
achieve objectives of 10% improvement on customer-service work toward the goal
of $7 million in annual sales.
This Project Plan which includes the project schedule and Gantt chart, work
breakdown structure diagram, change management plan, communication
management plan, and risk management plan.
Course Objectives
Course Outline
Media used
Development Tools
Development Time
Support Requirements
Exclusions
Instructional Design Solutions will not provide the following items and/or
services:
Data entry for the order entry system to embed the product information.
Scheduling training time and notifying staff and ensuring their attendance.
Networked computers or laptops for use by each person who attends the
session (one per attendee).
The training documents are approved and training has been conducted
twice on January 20th and 21st, with a make-up session (if needed) at the
beginning of February.
Project schedule
Budget
Risk assessment
Communication plan
Implementation of instruction
Frequency
Description
Kickoff
Once at beginning
of project
Walk-through
Once during
project
Problem-Solving
As Needed
Sign-off
3 times as outlined
in the schedule.
Pre-training meeting
Once at end of
project, before the
training dates.
Results
Once 18-months
after training
completion.
every other Friday. The status report will be a brief review of the overall project
health, milestone accomplishments, and any issues that have arisen. These reports
will also review the need for changes to be made to the initial timeline as a result
of issues or barriers to completion from either party.
Assumptions (CMD)
Instructional Design Solutions is responsible for:
Project Management for the development of the database and training, and
guides with regular status updates with the project sponsor.
Helping to manage the scope of the project to ensure deadlines are met and
the project stays within budget.
Constraints (CMD)
The following situations could prevent instructional Design Solutions and its
partners and staff from their ability to complete the project within scope:
The nature of shift-work and high turnover may affect the ability of
operators to attend training sessions if there is not enough staff to cover
shifts.
Staffing limits may impact the availability of primary and secondary SMEs
and create challenges in consistency of viewpoints that require time to
resolve.
Weather issues that cause power failures and the network to crash during
training.
Instructional Design Solutions will conduct two day and evening training
sessions in January and one make-up session in February, the training will
be highly interactive, providing numerous opportunities for demonstration,
practice, scenarios, assessments and quizzes.
Milestones (CMD)
Milestone
Design Document
Prototype of Product Guide Database
Develop Training
Product Guide Database
Catalog Launch/Customer Service Training
Completion Date
12//2015
12/11/2015
12/18/15
1/2/16
1/20/16, 1/21/16, and
2/2/16
2/9/16
Schedule (BY)
Who
23Nov
23Nov
26Nov
Analysis
Job Task Analysis
Star
t
Due
3-Dec
CMD
MO
MO
3-Dec
3-Dec
4-Dec
CMD
KM
JM
MO
JM
7-Dec
10Dec
10Dec
14Dec
17Dec
18Dec
2-Dec
3-Dec
4-Dec
KM
BY
KM
DD
DD, KM
JM
DD
JM
KM
5-Dec
11Dec
10Dec
14Dec
17Dec
3-Jan
2-Dec
2-Dec
2-Dec
18Dec
6-Dec
6-Dec
6-Dec
10Dec
10Dec
13Dec
16Dec
18Dec
18Dec
11-Jan
4-Dec
4-Dec
10Dec
11Dec
13Dec
2-Jan
18Dec
3-Jan
DD
Develop
Write Training Materials
CMD
MO
MO
MO
MO
MO
MO
KM
JM
MO, CMD
JM
KM
BY
BY
BY
DD
MO
MO
Conduct Evaluation
Analyze Data
Report Results
Final Evaluation
4-Jan
21Dec
21Dec
21Dec
21Dec
21Dec
21Dec
21Dec
21Dec
5-Jan
5-Jan
7-Jan
13-Jan
15-Jan
20-Jan
20-Jan
21-Jan
2-Feb
3Jan
22-Jan
22-Jan
28Nov
22-Jan
& 3Feb
25-Jan
& 3Feb
26-Jan
& 4Feb
9-Feb
8-Aug
15-Jan
15_Jan
4-Jan
4-Jan
4-Jan
4-Jan
4-Jan
4-Jan
4-Jan
5-Jan
7-Jan
12-Jan
15-Jan
15-Jan
9-Feb
20-Jan
21-Jan
2-Feb
5- Jan
22-Jan
9-Feb
29Nov
25-Jan
& 3Feb
25-Jan
& 3Feb
27-Jan
& 5Feb
9-Feb
8-Aug
Purpose
The purpose of a Change Management Plan is to provide a formal process for
controlling changes to the approved scope of the project.
Goals
The goal of the Change Management plan is to ensure that changes to the scope are
judiciously controlled throughout the project life cycle.
1.
2.
3.
4.
5.
Person Responsible
Actions
Any stakeholder
Any stakeholder
Project Manager
Project Sponsor
Stage
6.
7.
Person Responsible
Actions
Project Manager
Project Manager
Responsibilities
The following parties are listed below along with their responsibilities:
Person Responsible
Responsibilities
Project Manager
Project Manager
Project Sponsor
Project Sponsor
Person Responsible
Responsibilities
Delays Change
Project Sponsor
Project Sponsor
Project Manager
Project Manager
Supervisors
Sponsor
Challenge
Might resist
the training
due to
schedule
conflicts
Might resist
the training
and
supervising
duties
Might not
have time to
meet with
employees
frequently
Channel
Responsible
Flyers,
monthly
meetings,
email and
one-onone
meeting
Supervisors
Internal
SharePoin
t site for
managem
ent,
Flyers for
superviso
rs,
monthly
meetings,
group
email and
one-onone
meeting
Sponsor
Monthly
meetings
and flyers
PJE HR
Date
12/1/15
1/20/16
1/21/16
2/2/16
12/1/15
1/20/16
1/21/16
2/2/16
12/1/15
Does risk affect one of the following: Cost, Time, Scope, Quality
Rate the impact of risk on Cost, Time, Scope, Quality (using the following
scale: 1 - very low, 2 low, 3 moderate, 4 high, 5 very high).
Evaluation of response
Role
Signature
Date
4) Conflict mediation
5) Conducting performance reviews
6) Rewarding excellent service
7) Leading by example
E) Facilitating TO training
1) PJE customer service protocols
2) New TO training
3) Annual TO training
F) Role-play scenarios
G) Review and Summary
H) Assessment