Project Plan for

Team 2
[7/31/2016]

Project Information [AW]

Project Name
The name for this project will be PJ Enterprise Telephone Operators Training.

Project Description/Overview
The main goal of PJ Enterprises in the current year is to increase sales by $2
million. The results of the performance analysis conducted by Team 2 revealed the
different needs of PJ Enterprises' Telephone Operators (TOs). In order to help PJ
Enterprises improve customer service and sales, Team 2 will conduct a hands-on
TO training, and develop online product guide. This will be an in-person training
conducted over two 4-hour sessions. The training will be a mix of instructor led
presentations, and hands-on scenario based activities to create engagement. These
sessions will consist of in-depth product training for the top 10 most frequently
called about products, proper phone etiquette and call scenario training, and hands
on training for the new online product guide.

Project Purpose
The primary purpose of this project is to conduct a hands-on training for the
telephone operators so as to increase the TOs' skills in handling phone calls and
responding to customers queries. Team 2 would also develop a new user-friendly
online product guide that would enhance the TOs knowledge and skills in
describing the basic features and importance of different products that would be
appealing to customers. To a greater extent, the new training will help to reduce
customers wait time, improve customer experience, reduce customers' negative
feedback, and catalyze the realization of PJ Enterprises' business objectives.

Business Objectives
Considering the data gathered by Team 2 during the performance analysis, the
training for the telephone operators and the development of a new online product
guide are aimed at helping PJ Enterprises to achieve the following business
objectives:
A demonstrated exponential growth to maintain or exceed projected
targets.
Increase sales by $2 million
Improve quality of work environment and staff development/recognition
Increase calls taken per hour from 3 to 6; thus decreasing customer wait
time
Increase customer service score by 10%
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Scope Statement [KS]

Deliverables Included
The following deliverables will be provided by Team 2:

New online product guide

New online product guide training.

In-depth product training of the top products through PowerPoint

and visuals.

Small group discussions and reporting out of various difficult call

scenarios.

Partner discussions and practice of telephone etiquette with

scripts.

Exclusions
During the meeting with our sponsor it was decided that Team 2 would not be
responsible for the following:

Scheduling of the training sessions and the TOs.

On-boarding training for new hires. At this time it is the feeling of

the sponsor that the current training is adequate and that new training
program will help to fill any gaps.

Goals and rewards. So as not to overwhelm anyone, the sponsor

thought the reward system could be implemented at a later time once the
new training has been evaluated.

Supervisor and Management training. There will not be separate

training for Supervisors and Management at this time; they will be able to
participate in the general training sessions for the TOs.

Project Completion Criteria

The project will be considered complete when Team 2 has delivered the training on
the new catalog, new products, and phone etiquette along with any of the paper
support documents and when the project has been signed off.

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Project Plans [AW and MP]

Primary Plans
The development process for this project will be governed by the following plans.

Project Plan

Project Schedule

Change management plan

Communication plan

Risk management plan

Scheduled Meetings

Meeting

Weekly Update

Frequency

Attendees

Description

Every Monday

Alaba Agbatogun

Regular project status

update

Jane MacKenzie
Other
stakeholders, as
required
Kickoff Meeting

Once, during
the first week
of the project

All key
stakeholders

Half-day workshop to
get all stakeholders
oriented to the project
and development
process.

Feedback
Review

After each
review loop, as
needed.

Alaba Agbatogun

A chance for any

detailed feedback
from reviewers to be
discussed before
development of final
drafts commences.

Jane MacKenzie
Other
stakeholders, as
required

If there is no detailed
feedback requiring
explanation this
meeting can be
cancelled.
Training prep
meeting
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Once, before
the first day of

Alaba Agbatogun

To review
requirements and
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training

Kristen Smith
Jane MacKenzie
Sarah Commons

logistics for the

delivering the initial
training

Maria Gomez,

Scheduled Status Reports

Team 2s project manager, Alaba Agbatogun, will provide weekly written status
reports to project sponsor Jane MacKenzie. These written reports will be delivered
by EOD Friday throughout the project, and will form the basis for the Monday
project update meetings.

Assumptions
Team Two assumes they are responsible for:
Completing the agreed upon project deliverables by the requested
deadlines
Project management from start to finish; we will use the project
management tool within Office 365 to keep the project organized and on
task
Holding weekly meeting updates to keep key stakeholders informed
Scheduling necessary approval meetings with stakeholders
Scheduling meetings with key SMEs to get their feedback on developed
project items and obtain information needed.
Informing key stakeholders of any issues that may impact the cost and
timeline of the project
Team Two assumes PJ Enterprises is responsible for:
Providing team two with requested resources and access to necessary
SMEs for questions
Responding to project approvals by requested deadlines
Staying within the project scope
Emphasizing the importance of this project to key stakeholders and SMEs
to ensure their support and cooperation in the project
Providing team two with the roster of employees needing to attend the
training, booking the room for training (must have projector), inviting
employees to the training
Working with team two to determine training schedule and dates

Constraints
The following situations/people may constrain Team Two's ability to execute the
project as expected:
Shift work of the key SMEs may lead to them being unavailable to help
with the project. This may cause delays until necessary information can be
obtained to move forward.
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Due to Judies promotion, Sheena is taking on more responsibilities and has

less time to work on the project. This will require team 2 to have to work
around her schedule and may make it more difficult to obtain key
information for the project that only she can provide.

External Dependencies
The following are external influences that may affect the success of the project:
Family or health emergencies may arise in the lives of project team
members that may lead to delays in the project
Business issues that arise within our external vendor, Codebrahma, are out
of our control and may lead to delays in the project

Project Approach
For this project Team 2 will employ the ADDIE design process.

Analysis: This phase of the project is drawing to a close. We have used the
information gathered to create this plan. The final parts of the analysis
phase will take place during the kickoff of the project, when the Team 2
staff work closely with PJ Enterprises stakeholders to identify objectives
and key information for the course.

Design: The design process will begin after the kickoff meeting. Team 2
will draft a course design document for PJ Enterprises to review.

Development: After the course design document is approved, the

development process will begin. Team 2 staff and partners will develop all
deliverables for PJ Enterprises to review.

Implementation: This will take place at the end of September, when the
initial training is delivered by Team 2 and PJ Enterprises staff.

Evaluation: Team 2 will work with PJ Enterprises staff to evaluate the

effectiveness of the training and identify areas for future development.

Milestones

Milestone or Activity

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Deliverable

Target
Date

Project initiation

Kick off meeting

7/25/2016

Review product guide concept

Initial product guide

prototype

8/1/2016

Sign off on product guide concept

Final product guide

prototype

8/11/2016
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Milestone or Activity

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Deliverable

Target
Date

Review course concept

Initial course design

document

8/17/2016

Sign off on course concept

Final course design

document

8/26/2016

Review product guide

Completed alpha-release of
the product guide

8/31/2016

Review of course materials,

facilitator guide and accompanying
slides

Initial draft of facilitator

guide and slides

9/12/2016

Delivery of product guide for

internal testing

Completed beta-release of
the product guide

9/16/2016

Delivery of final course and online

product guide

Completed course
materials, facilitator guide,
and product guide

9/26/2016

First delivery of course to telephone

operators

Exciting and engaging

learning experiences

9/28/2016

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WBS Diagram
PJ
Enterprises
PJ Enterprises
Telephone
Telephone
Operator
Operator
Training
Training

Analyze
Analyze

Gap
Gap Analysis
Analysis

Interview
Interview
stakeholders
stakeholders

Survey
Survey
telephone
telephone
operators
operators

Analyze
call
Analyze call
records
records

Job
Job shadow
shadow
telephone
telephone
operators
and
operators and
supervisors
supervisors
Analyze
other
Analyze other
businesses
in
businesses in
the
field
the field

Define
project
Define project
scope
scope

Present
Present gap
gap
analysis
findings
analysis findings

Design
Design

Job
task analysis
analysis
Job task

Write
Write project
project
charter
charter

Get
Get approval
approval of
of
project
charter
project charter

Kickoff
Kickoff
workshop
workshop

Create
project
Create project
outline
outline

Create
course
Create course
design
design
document
document

Identify
course
Identify course
objectives
objectives

Identify
learner
Identify learner
assessment
assessment
strategy
strategy

Development
Development

Create
product
Create product
guide
prototype
guide prototype

Create
course
Create course
materials
materials

Implementation
Implementation

Create product
product
Create
guide
guide

Team
works
Team 22 works
with
PJ
with PJ
Enterprises
Enterprises to
to
prepare
for
prepare for
initial
training
initial training

Team
Team 22 delivers
delivers
initial
training
initial training

Write
Write draft
draft
course
design
course design
document
document

Provide
Provide product
product
guide
guide
requirements
requirements to
to
vendor
vendor

Write
Write draft
draft
lesson
lesson content
content
and
handouts
and handouts

Write
Write draft
draft
facilitator
guide
facilitator guide

Design
draft
Design draft
visuals
visuals

Vendor
Vendor
developes
developes
alpha-release
of
alpha-release of
product guide
guide
product

Stakeholders
Stakeholders
review
review

Vendor
Vendor creates
creates
prototype
prototype

Stakeholders
Stakeholders
review
review

Stakeholders
Stakeholders
review
review

Stakeholder
Stakeholder
review
review

Stakeholder
Stakeholder
review
review

Revise
course
Revise course
design
design
document
document

Stakeholders
Stakeholders
review
review

Revise
lesson
Revise lesson
content
content and
and
handouts
handouts

Revise
facilitator
Revise facilitator
guide
guide

Revise
visuals
Revise visuals

Vendor
Vendor
developes beta
beta
developes
-release
of
-release of
product
guide
product guide

Learn
to
Learn how
how to
deliver
future
deliver future
trainings
trainings

PJ
IT
PJ Enterprises
Enterprises IT
staff
tests betabetastaff tests
release
on their
their
release on
own systems
systems
own

Group
Group 11
recieves
recieves training
training

Get
approval of
of
Get approval
course
design
course design
document
document

Vendor
revises
Vendor revises
prototype
prototype

Get
approval of
of
Get approval
lesson
lesson content
content
and
and handouts
handouts

Get
Get approval
approval of
of
product
guide
product guide
prototype
prototype

Get
approval of
of
Get approval
facilitator
facilitator guide
guide

Get
Get approval
approval of
of
visuals
visuals

PJ
Enterprises
PJ Enterprises
trainers assist
trainers
assist

Vendor
and IT
IT
Vendor and
staff identify
staff
identify
bugs
bugs

Day
Day 11

Final
Final product
product
guide launched
launched
guide

Day
Day 22

Course
Course
assessment
assessment

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G
G
rec
rec
tr
tr

Schedule

Task

Responsible Parties

Date

Analysis Phase
Project initiation

Alaba Agbatogun, Team 2 Project

Manager (PM)

7/25/20167/29/2016

Job task analysis

Kristin Smith, Team 2 Instructional

Designer (ID)

7/25/20167/28/2016

Kickoff meeting

Team 2 PM and ID

7/29/2016

Jane MacKenzie, PJ Enterprises

project sponsor (PS)
Ray Johnson, Sarah Commons, Maria
Gomez, Paula Moore and Rosalinda
Sanchez, PJ Enterprises subject matter
experts.
Design Phase
Vendor develops product guide prototype

Codebrahma, Team 2 web

development vendor

7/25/20167/29/2016

Draft course outline

Team 2 ID

8/1/20168/4/2016

PJ Enterprises reviews prototype product guide

Jane MacKenzie, Sheena Perez, Ray

Johnson, Sarah Commons, Maria
Gomez, Paula Moore, and Rosalinda
Sanchez, PJ Enterprise reviewers
(Reviewers)

8/1/20168/3/2016

Vendor revises prototype product guide

Codebrahma

8/4/20168/10/2016

Draft course objectives and assessments

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Matt Pearsall, Team 2 Performance

Analyst (PA)

8/5/20168
8/9/2016

Complete draft course design document

Team 2 ID

8/9/2016-

8/20/2016

Gantt Chart

https://www.tomsplanner.com/public/team2yo

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Change Management Plan [KS]

To manage any changes that may occur during the scope of the project, Team 2 proposes that the entire project
team utilizes the process that is outlined below.

Purpose
The purpose of the Change Management Plan is to establish the process that will be used to propose, accept,
monitor and control any changes that may occur during the scope of the project, this also covers any changes
to the schedule and the budget.

Goals
The goal of the plan is to ensure that:

Stakeholders are aware of any changes.

The development of the training continues.

New resources are available if needed.

A process is in place to avoid problems and misunderstandings.

Only key stakeholders are able to make decisions.

Any necessary changes to the Project budget are also considered.

Change Control Process

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Responsibilities
Person Responsible

Responsibilities

Any stakeholder

Submits a change request form to the Project Manager

and Sponsor. (Initiating stakeholder)

Project Manager and

Sponsor

Decide if the change needs to be implemented, makes

recommendations.

Initiating stakeholder.

Presents the change request to the other stakeholders

at the meeting; gathers input.

Initiating stakeholder

Revises the change request, resubmits to the Project

Manager and Sponsor.

Project Manager

Discusses plan with the Sponsor, Project Manager has

final say on any changes. Sends approved change
request to the initiating stakeholder.

Initiating stakeholder

Sends change request to the stakeholders for

implementation.

Stakeholder

Implements any changes that they are responsible for

by the established deadline.

Communication Plan [A.O]

Purpose and Goals

Business process enhancement or process reengineering projects impact internal or/and external
stakeholders. Considering how the proposed changes would impact PJ Enterprises staff, it
becomes expedient to communicate the proposed changes to all concerned in a timely manner so
as to achieve the goals and objectives of the project with the timely. The communication plan
would impact how PJ Enterprises staff especially the telephone operators receive and accept the
telephone etiquette. The way and manner the telephone etiquette is received has a great impact on
the extent at which the company would realize its proposed goals and objective for the coming
year. To this end, the development of a communication plan before the roll out phases will not
only facilitate easy exchange of information, it will also contribute to effective and smooth
delivery of the training. Moreover, the development of the communication plan will help to safe
the time of stakeholders on the project.

Recommendations to PJ on Messages to Address Impact of Project

It is recommended that PJ Enterprises sends the following information to the staff at the customer
service unit in order to emphasize the significance of the training:
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Details about the impact of the training should be communicated to all staff
Customer service complaints should be shared among other staff while efforts should be made
to address salient concerns regarding telephone operator's job should be mentioned.
Perhaps PJ Enterprises may wish to consider financial incentives for the telephone operator
should certain conditions or predetermined goals be met.
Customer's wait time will be reduced if the TOs are encouraged to actively participate in the
training. As such, the TOs would be able to make product accessible to customers while they
have the pieces of information at their finger tips.
The customer service unit should be given adequate recognition that will enable their voices to
be heard. Providing opportunity for the customer service/TOs to be part of solution providers
would motivate the TOs to record high sales
In future, TOs with long standing experience and a good display of strategies learned during
the training should be encourage to mentor/train new hires.

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Challenges and Opportunities

Below is a list of challenges which could also be opportunities for Team 2 to achieve the training
outcomes, and the business needs.
Audience

Challenge

Message to Address challenge

Channel

Responsible

Date

The TOs and the

customer service
supervisor.

Resistance to
change.

We have provided a new userfriendly and authentic scenariobased catalog for you.

Face-to-face,
one-on-one
information
sharing
session, and a
database
hands-on
training.

Trainers are
Alaba
Agbatogun,
Pearsall
Matthew,
Abbie
Weispfenning,
Claire
Unerstall, and
Kristen Smith.

9/22/201
6

The changes are proposed to

ease your work, reduce tension
and unnecessary pressure in the
services you render and how
you provide services to
customers.

Improved customer service

catalyzes positive customer
feedback which in turn prompts
higher sales and improved
incentives.

The TOs
Might be
resistant to the
changes from the
training on
telephone
etiquette and/or
new
database/website
.

The training will facilitate a

quicker access to information
on products and reduce delay
time in responding to
customers enquiries.

The training will enhance a

better communication with
customers.

Direct email
from the
management
of PJ
Enterprises to
each
telephone
operator.

The Sponsor:
Jane
MacKenzie

PJ Enterprises will experience

increased customer satisfaction,
more employee satisfaction,
and more repeat business and
satisfactory incentives for
employees (TOs).
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6

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Risk Management Method [AW]

Team Two has worked to determine possible risks that may arise throughout the course of the
project. These can be viewed in the 'Possible Problems and Risks' section of the Project
Charter. While these are helpful to consider, there is still a possibility of additional risks
arising. In order to track and manage the risks that arise during the project, we will have 2 of
the members of team two manage the project risk-management plan spreadsheet. The
spreadsheet will include the following categories:

Risk Identification (We will identify and define the risk by discussing with all key
stakeholders)

Risk Categorization (We will group the risk into a category that is created by the
project team)

Risk Impact (We will determine the level of impact the risk identified may have on the
project)

Risk Response Planning (We will create a plan for each risk encountered; determine
actions to be taken to mitigate the risk and who is responsible for the actions)

Risk Monitoring (We will monitor the actions being taken to mitigate the risk to
ensure their effectiveness; ensure corrective action is happening)

Lessons Learned (We will record our lessons learned from the risk so if we come
across it again, we know how to mitigate it successfully)

When a risk is identified, team two will notify PJ Enterprise right away. The risk will be
monitored on a daily basis and weekly risk meeting updates will be held until the risk is
mitigated.

Project Plan Approvals [A O]

Approvals
Approved by:
Name

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Role

Alaba Agbatogun

Project Manager

Jane MacKenzie

Sponsor

Signature

Date

7/29/2016

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