Project Charter for Telephone Operator Job

Essentials Training

Project Information
Project Name and Description
For the upcoming year, PJ Enterprises management staff has set a goal to
decrease customer service complaints by 10% and increase catalog sales by $3
million. In order to reach these goals, PJ Enterprises has asked Vandelay Learning
Experience Designs (VLED) to work with them on improving their Telephone
Operators knowledge and skill in describing the features and benefits of the
products in the catalog.
In order to deliver the best solution to PJ Enterprises, VLED conducted a needs
analysis to determine the cause of the gap between their current state and their
goals. From this analysis, VLED discovered a number of needs, and from these
needs, VLED determined the most appropriate solutions and presented those
solutions to Project Sponsor, Jane MacKenzie. Based on feedback provided by
Jane, VLED has determined the most appropriate solutions to implement at this
time are to redevelop the current new product training course offered to Telephone
Operators and to reorganize and create a searchable, electronic Product Guide to
help Telephone Operators more easily answer customer questions.

Project Manager
Jennifer Beck will serve as the Project Manager (PM) for this project. The PM has
worked with PJ Enterprises Jane MacKenzie, the Project Sponsor, at all stages of
the project thus far, reporting analysis findings, needs, and solutions which have
led to the development of the following Project Charter.

Project Sponsor
Jane MacKenzie of PJ Enterprises will continue to serve as the Project Sponsor.

Module 4: Project Charter, Team 2 1

Stakeholders and Impact
The following stakeholders will take responsibility for the stated items.

Stakeholder Responsibilities and Impact on the Project Impact on Them

Project

Project Sponsor: Jane Provides project input on behalf of Jane is ultimately responsible for
MacKenzie PJ Enterprises assuring the success of this
project by way of increased sales
Verifies that project is fulfilling the and decreased customer
needs of PJ Enterprises complaints

Ensure project funding by paying Project involvement will place

invoices additional responsibility on Jane

Tie-breaker: Jane Responsible for ultimate decision- Project success and/or failure may
MacKenzie making when SMEs, Reviewers, hinge on Janes final decisions
and Project Team are in
disagreement

Reviewers and Subject Provide necessary information in
Matter Experts: support of the development of the
training course and product guide
Sheena Perez design/development, to include
information on both products and
Sarah Commons customer service procedures
Sheena, Sarah and Marias
integral role in the project will instill
a sense of pride and ownership in
the outcome, increasing job
satisfaction and commitment to PJ
Enterprises success

Maria Gomez After the initial training sessions,

Sarah and Maria will continue to
train Telephone Operators utilizing
the training course developed
during this project.

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 Stakeholder Responsibilities and Impact on the
Project
Additional Subject Matter Ray will act as point of contact to
Experts: provide additional information and
support regarding the development
Ray Johnson of the product guide, to include
product information, photos, and
Lucy Fieldman up-selling suggestions
Paula Moore Lucy Fieldman will provide IT
support to ensure that each
Rosalinda Sanchez Telephone Operator Workstation is
able to access the Electronic
Product Guide (EPG) and training
materials
Paulas exemplary skills in sales
and service will add much insight
into real-world best practices for
Daily TO activities
Rosalindas perspective as a new
employee will aid VLED and the
rest of the team in understanding
what aspects may be confusing or
not obvious to a new TO.
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Project Impact on Them
Rays input on up-selling may have
a surprise benefit of surpassing
the overall sales goals
Ray and Lucy stand to acquire
increased visibility in the eyes of
the Telephone Operators and may
gain further responsibility and
duties with suggestions for upsell
items, or changes to the way the
Product Guides look and function
Paulas stature within PJ
Enterprises may rise, having
provided key input and possible
implementation of her best
practices. She may be called upon
for additional insight, and/or
receive a promotion.
Although new to the company,
Rosalinda will gain a unique
insight into the new product
training course and end up being
considerably more informed and
connected with management than
another counterpart at her level.
She may be called upon for
additional insights or help as time
goes by.
 Stakeholder Responsibilities and Impact on the
Project
Project Team Members: Coordinate with other stakeholders
to obtain needed information for
Jacquelynn Accetta project deliverables outlined in this
project charter
Jennifer Beck
Design and develop all deliverable
Danielle Goldsmith items intended to fulfill the agreed
upon project solutions
Christa Moeller
Telephone Operators and May be requested to participate in
Customer Service focus groups or provide feedback
Supervisors to assist in fine-tuning project-
specific details
Will participate in finalized training
course and will utilize delivered
materials (i.e.: Product Guide and
Quick Reference)
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Project Impact on Them
Successful project outcome will
solidify VLEDs status as go-to
training consultants and
strengthen the business
relationship with PJ Enterprises
Will gain a sense of ownership in
the project and its successful
outcome
Are ultimately responsible for
applying training to their daily
work, in turn decreasing customer
complaints and increasing sales
May be asked to participate in
project outside of regular work
hours, or be caused to be away
from primary work responsibilities
during regular work hours
Description of Work
Project Purpose
The purpose of this project for PJ Enterprises is to improve Telephone Operator
knowledge and access to product information.

Business Objectives
The increase in Telephone Operator product knowledge and look-up speed due to
a better designed product guide will result in fewer complaints from customers, and
in turn more potential repeat business as well as new business. In addition, the
increased ease of product look-up in conjunction with specific telephone etiquette
training will also increase customer satisfaction scores, leading to PJ Enterprises
achieving a 10% increase in customer service scores and $3 million in revenue.

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Project Deliverables

Solution Delivery Seat Time Description

Method or Pages

New Product Instructor-led 6 hours The New Product Training Course will be delivered in three separate modules.
Training Course
The first module will be an informal show and tell style product review. Each
new product will be on display to allow trainees the chance to see and touch.
During this module, the facilitator will also demonstrate how to search for
products using the EPG via a projected computer screen. Once the facilitator
has demonstrated this, each trainee will have a chance to search for products
using the EPG. This module will also introduce guidelines for basic telephone
etiquette and go over the Quick Reference Guide.

The second module will be a quiz-show style game which will allow the
trainees to hone their speed and proficiency looking up information in the EPG.
For the quiz-show game, the facilitator will pose answers and the trainees will
answer with questions based on information found in the EPG.

The final module will be a role-play activity. For this module, the Telephone
Operators will be paired up, each taking turns as customer and operator away
from the computer screens, and using the printed Product Guide. The
customers will have sample scenarios provided to them, and the trainee will
respond utilizing the telephone etiquette guidelines introduced in module one.
A rubric will be used to evaluate the TOs responses. If a TO meets or exceeds
a certain overall score, they will earn a high-quality headset.

Electronic Searchable PDF 100 pages We will work with IT and Ray to develop an electronic, searchable Product
Product Guide available on Guide. The Guide will be organized alphabetically, will have photographs of the
Telephone items, will highlight product details with bullet lists, and will have recommended
Operator upselling items.
computers
The Electronic Product Guide will be introduced and used during the New
Product Training Course. This will allow Telephone Operators the chance to
work with the guide in a learning environment before using it live, with
customers.

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Deliverables In Scope
VLED will be responsible for the following deliverable items within the scope of the
current project:

A re-organized Product Guide which will contain detailed, cross-

referenced, standardized product information, photos, and related up-
sale items, ready to both print and deploy as a searchable electronic
version

A two-page Quick Reference Guide that details steps for accessing and
searching the EPG, and general customer service and telephone etiquette
information

New Product Training Course:

o Hands-on product training to familiarize employees with new

products prior to catalog release
o Quiz game enabling employees the ability to train and practice on
the use of the Product Guide
o Role-play scenarios allowing employees the opportunity to
practice customer service and etiquette skills, to include
performance rubric and group discussion
o Facilitator guide for New Product Training Course

o Facilitation of initial New Product Training Course, working with

instructors identified by PJ Enterprises

Out of Scope
At this time, VLED will not be responsible for delivering the following items, which
are outside of the scope of the current project. VLED will accept a request for an
additional proposal from PJ Enterprises should the desire for such items arise.

Developing or executing a Train-the-Trainer Course to train and/or certify

New Product Training Course trainers

Conducting New Product Training Course beyond the initial facilitated

course

Updating of course material (i.e.: Electronic Product Guide will not be

updated by VLED each quarter when new products are released)

Training on the order entry system

Product training for new hires

Project Completion Criteria

The projects completion will be marked by PJ Enterprises acceptance of the
completed items outlined in the Project Deliverables section of this document.

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 Additionally, the project completions success will be evaluated after the
deployment of the delivered products to determine if the desired goals of
decreased customer complaints and increased Telephone Operator job satisfaction
have been achieved.

Project Parameters
Budget [CM]
The following is VLEDs budget estimate for this project.

Deliverable / Type of Training/ Seat Total Cost

Solution Deliverable Time or Hours
Scope Estimated
Figure

New Product Instructor-led 6 hours 415-560 $30,900

Training classroom training -
Course course $42,000

Product Guide Paper and electronic 100 pages 35-45 $2,625-

job aid $3,375

Quick Laminated paper job 1 page, 8-16 $600-

Reference aid double- $1200
Guide sided

Total 458-621 $34,125

-$46,
575

Project Team Members & Roles

The following lists various team members, roles, responsibilities and the estimated
number of hours needed to complete each portion.

Name Role Responsibilities Est. Hours

Needed

Jennifer Beck Project Manager Oversees the project, 65-85

directs meetings, serves
as a point person for PJ
Enterprises, and
monitors budget and
timeline.

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 Name Role Responsibilities Est. Hours
Needed

Danielle Goldsmith Project Produces and 30-40

Coordinator distributes weekly team
meeting agendas,
distributes meeting
notes, assigns work and
sets deadlines.
Coordinates ordering
and placement of
products for training.

Jacquelynn Accetta Instructional Leads the design and 180-220

Designer development of the New
Product Training Course
determining strategies
and methods to use,
developing the facilitator
guide, course design
document, job aids, and
works with SMEs to
develop content,
assessments, and
rubrics.

Christa Moeller Technical Writer Assembles copy from all 80-120

team members and
edits for continuity, voice
and grammatical
correctness. Produces
finished content
documents for New
Product Training Course
to include all job aids
and facilitator guides.
Works with Ray and
vendor to produce
Product Guide.

Total Hours for 355-465

VLED

Jane MacKenzie Project Sponsor Reviews all materials 40-50

and provides feedback.
Attends pilot test training
sessions. Signs off on
milestones as defined
below.

Sheena Perez & Ray Product SMEs Provide information on Sheena 8-

Johnson products. 12 hours

Ray: obtain products to Ray 20-30

display during training. hours

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 Name Role Responsibilities Est. Hours
Needed

Customer Service Customer Provide input for 20-30 each

Supervisors: Sarah Service SMEs development of
Commons & Maria scenarios used during
Gomez role play activity, attend
pilot test training
sessions and live
training sessions.
Provide feedback from
pilot test sessions.
Occasionally review
training materials.

Telephone Operators: Telephone Provide input for 8-12 each

Paula Moore & Operator SMEs development of EPG,
Rosalinda Sanchez occasionally review
training materials, attend
pilot test training
sessions and provide
feedback.

Sam Fisher IT Staff Ensure training 3-8

computer and projector
is set up and working
properly. Install EPG on
all TO computers.

Project Milestones
Subject to agreement from PJ enterprises, the following are Project Milestone
dates for VLED deliverables.

Milestone Date

New Product Training materials ready for review: Job & May 1, 2017
Tasks Analysis, Learning Objectives, Assessment plan,
and Design Document.

Feedback from May 1 document review due. May 5, 2017

Project Sponsor sign-off required.

New Product Training materials ready for review: May 10, 2017
facilitator guide, scripts for role play scenarios, job aids,
and quiz-style game content.

Feedback from May 10 document review due. May 15, 2017

Project Sponsor sign-off required.

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 Milestone Date

New Product Training Course pilot sessions begin May 24, 2017

Feedback from pilot sessions due. May 31, 2017

Project Sponsor sign-off required.

First live session of New Product Training Course begins. June 12, 2017

Vendor Assistance Required

The existing Product Guide is already contracted to an outside vendor. VLED will
either use the existing vendor if they meet our needs, or locate a new vendor who
is capable of designing (with input from Jacquelynn Accetta and Christa Moeller),
laying out, and printing the Product Guide and Quick Reference Guide, and
creating an electronic version of the Product Guide that is compatible with PJ
Enterprise's systems.
This project will also depend on the vendors who produce the products. As part of
the training course, products will be on display to allow Telephone Operators a
hands-on experience with the new products. Ray will be responsible for working
with vendors to obtain samples of each of the new products (approximately 50
products).

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Possible Problems and Risks
The following details risks and possible problems that VLED expects to encounter on this project.

Problem Likelihood Problem Possible Impact to Mitigation Plan

Area 15 Owner Project

Trainee 5 Danielle Even though two training Assign a mentor who has
attendance Goldsmith sessions will be been through the training to
scheduled per shift, its coach the trainee who
inevitable that some missed class, and obtain
trainees will miss agreement from their
training sessions or supervisor that time is set
attend them out of aside for this and that their
order on occasion. This pay or incentives are not
will result in lower affected. Reserve a copy of
Product Guide all training materials for
proficiency and lower their benefit.
customer satisfaction
scores for those Also, record the training
trainees. sessions in anticipation of
any needs for this recording
in the future such as legal,
new employees, trainees
who missed training for
some reason.

A make-up session may

also be scheduled, if time
allows.

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 Problem Likelihood Problem Possible Impact to Mitigation Plan
Area 15 Owner Project

Availability of 2 Jacquelynn Each new catalog brings Obtain draft copies (printed
training Accetta and with it a new Product on plain paper at PJ if
materials Christa Guide with new necessary) from artist or
Moeller products. If the Product printer to use in the event
Guide is not ready in the official Product Guide is
time for training, not ready.
adjustments in the
training will need to be
made.

Availability of 5 Danielle Each new catalog brings When products are ordered
training Goldsmith about 50 new products in preparation for training,
materials to procure and display in place items of large or
the training room. Not all unusual size elsewhere
may arrive in time, or within the building such as
some might be too large a lobby, hallway, breakroom
to fit comfortably in the or other common area.
training room.
For products that do not
arrive, obtain several large
photos to display of the
missing products from Ray
Johnson.

If items arrive late, they can

be displayed in a common
area to be viewed as time
allows.

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 Problem Likelihood Problem Possible Impact to
Area 15 Owner Project
Trainee 5 Human There is high turnover in
turnover Resources the Telephone Operator
position. If people join
the team after the
training has been
released, they will not
get the training in their
orientation.
Limited 1 Jane Due to the time
access to MacKenzie constraints on Sheena
primary SME, Perez, the project team
Sheena may have difficulty
Perez coordinating with this
SME to obtain
information critical to the
completion on certain
deliverables. Ray
Johnson has been
identified as an alternate
POC, but may lack the
product knowledge and
training continuity
possessed by Sheena
Perez.
Mitigation Plan
When new staff is hired,
they will be able to watch a
recording of the most
recent New Product
Training Course.
Additionally, they will be
assigned a mentor to help
them get acclimated with
their role as a Telephone
Operator.
Determine key areas in
which Sheena Perez's
expertise will be of most
importance early in the
project, giving her sufficient
time to provide input to
guide project elements
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 Problem Likelihood Problem Possible Impact to Mitigation Plan
Area 15 Owner Project

Lack of 3 Jacquelynn If TOs aren't interested Explain to the TOs that this
interest in Accetta in training it may be training will help them use
new training difficult to get them to the resources they have
by Telephone participate in the more quickly and having
Operators training. that skill will help them help
the customer and can lead
to less frustrated
customers.

There is also the added

incentive of a headset in
module three to encourage
them to pay attention.

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Assumptions
PJ Enterprises will be expected to provide:

Photographs of all the items for the updated product guide

A searchable PDF version of the product guide

An updated paper version of the product guide for all TOs

Printing and laminating of the Quick Reference Guide

Printing of Facilitator Guide and student materials

All the new products (that can reasonably be brought into the classroom or
positioned elsewhere at PJ)

A classroom space with a projector, laptop, and trainee workstations

SMEs as needed

Headsets to trainees as prizes for excellence in role-play scenarios

Other classroom supplies such as paper, markers, white boards, etc.

Guarantee of information quality. VLED will only use information provided

by PJ Enterprises SMEs.
VLED will be expected to provide:

Project management of the training development including weekly reports

to project sponsor Jane McKenzie

Project completion by the stated date(s)

Guidance to IT, Ray and catalog development vendor on the

reorganization of the new Product Guide

Reorganization of the Product Guide

Development of all training materials including the quiz-style game and the
role play scenarios

Conducting Pilot Test training sessions & delivering initial live New Product
Training Course to Telephone Operators

Constraints
VLED has identified the following possibilities as constraints to the successful
completion of the project:

Sheena Perez, the projects primary SME and individual with most
continuity on prior training practices, will have limited availability to meet
with project team

Availability of other SMEs due to the nature of their work and the various
shifts each SME works

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 External Influences/Dependencies
VLED has identified the following as external dependencies:

Internet or power outages preventing work for several days

Extreme weather event preventing work for several days

Incorrect product information provided by product vendors

Missed work due to sickness or other obligations

Approvals

Role Signature Date

Project Sponsor Jane MacKenzie March 26, 2017

Project Manager Jennifer Beck March 26, 2017

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Addendum to the Project Charter
On April 9, 2017, Vandelay Learning Experience Designs (VLED) met with Project
Sponsor, Jane MacKenzie to discuss changes to the project. Upon further review
of the proposed training revision, VLED has decided to forgo the show and tell
and quiz-show style game portions of the proposed training course. VLED has
decided to revise the training to specifically focus on instructing Telephone
Operators on how to use the Electronic Product Guide and telephone etiquette
guidelines. Due to these changes, the title of the training course was also updated.
Going forward, the course will be referred to as the Telephone Operator Job
Essentials training.

Role Signature Date

Project Sponsor Jane MacKenzie April 9, 2017

Project Manager Jennifer Beck April 9, 2017

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