Running head: PROJECT MANAGEMENT PLAN 1

Project Management Plan

Komal S Patel

Post University
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Project Management Plan

Problem Statement

Many corporate environments and different work places need to train and teach not only

new employees but seasoned employees of all different educational grounds and tech savviness

on business practices, new elements to their jobs, and for on-boarding. Keeping those adult

learners engaged in the learning is an issue. Without the learners being properly engaged in the

learning it can lead to errors, customer complaints, and disciplinary action for the employee, ...

adult learners need to be actively engaged in learning, have predetermined motivation for

engaging in the learning... (McDonough, 2014, p. 10). Gamification studies have shown great

promise with student engagement. Dominguez et al (2013), and Lee and Hammer (2011) state

that Gamification has many cognitive, emotional, and social benefits (as cited in Turan, Avinc,

Kara & Goktas, 2016, p. 64). By introducing gamification and gaming elements to education for

adult learners, this could be a solution to getting adult learners engaged in training.

Learners

The population for this project are 3 customer service representatives (CSRs). Their

responsibilities include assisting customers with placing orders, general inquiries via phone, and

email. The majority of the job involves phone support, and making orders. With upgrades taking

place to software systems for both orders, and queries, getting all the CSRs up to speed and

functioning at their expected service-level agreement(SLA). Two of the learners are not very

tech savvy and the new software being delivered are fully online e-commerce portals. The third

is a brand new person to the company, needing to learn everything about the company, products,

and business. This involves the CSRs learning an entirely new system for searching for
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customers, answers, entering and tracking orders. The demographics for the learners are two

baby-boomers who do not always see eye-to-eye with technology, and have a difficult time

adjusting to doing anything new on the computer. The last CSR, is a new person to the company,

who is going to be a millennial and should be able to jump straight into the learning and pick it

up with ease, so the difficult part will be getting up-to-speed on the material for becoming

successful in their new role.

Learning Objectives

By utilizing Blooms Taxonomy, there are several ways to identify learning objectives.

UNC Charlotte states that Blooms Taxonomy divides the way people learn into three domains.

One of these is the cognitive domain, which emphasizes intellectual outcomes (para. 1). Here

the learning objectives have been created based on this domain. When the training is complete

the learners will have the knowledge to complete their daily operational activities, including

answering customer questions, placing orders, and tracking orders within the new software. The

learners will also be able to meet standards of their service-level agreement, which the number of

orders placed and customer queries answered, by being able to use the new software as

comfortably as the previous order portals. The learners will also be able to know the systems

well enough to assist others on how to use it to place orders.

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Timeline
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References

McDonough, D. (2014). Providing deep learning through active engagement of adult learners in

blended courses. Journal Of Learning In Higher Education, 10(1), 9-16.

SmartDraw. (2017). SmartDraw Templates. Retrieved from

https://cloud.smartdraw.com/editor.aspx?templateId=c66a0fb9-9bfa-42aa-8eb8-67636b4

dec0e&noro=1.

UNC Charlotte. (2004), Writing Objectives Using Blooms Taxonomy. The Center for Teaching

and Learning. Retrieved from

http://teaching.uncc.edu/best-practice/goals-objectives/writing-objectives.