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Team 3 Project Charter Revised Jem 2
Team 3 Project Charter Revised Jem 2
PJ Enterprises is reporting a high turnover rate of the telephone operators and a poor customer
service reporting. As a result, PJ Enterprises is seeking consultation to improve customer
service results. Coast to Coast has analyzed the needs of the company and proposed two main
solutions for the first round of training development: (1) in-class instruction on telephone
etiquette; and (2) a reference guide for the product catalog to make finding product information
easier for telephone operators. Training on how to use the reference guide will also be provided.
Project Manager
Emily Kuiper
Project Sponsor
Jane Mackenzie, PJ Enterprises
Stakeholders and Impact
Stakeholder
Jane McKenzie, Project
Sponsor
Responsibilities and
Impact on the Project
Responsibilities include:
Final approval, resource
allocation, sign off on project
charter
Impact on project: provides
direction to project team on
what issues are a priority,
allocates resources for
project
Responsibilities include:
approval of project direction,
review and approval of
IT
Sam Fisher
Responsibilities include:
providing insight to SMEs
and instructional designers
on end user needs, review
drafts of training materials (as
needed)
Impact on project: will
represent all end users while
training is being developed,
will provide relevant
examples for content and skill
checks
Responsibilities include:
drafting project documents
and training materials,
coordinating with SMEs,
sponsor, and end users to
document current processes
and relevant examples for
training and skill checks
Impact on project: team will
complete the majority of the
design work and must meet
all deadlines to ensure
project success.
Responsibilities include:
working with the project team
to prepare training
Description of Work
Project Purpose
Coast to Coast will create a telephone etiquette training, new PDF product reference guide and
training for catalog reference guide, to telephone operators. The purpose of this training and
new guide is to provide telephone operators with the skills and tools to be able to appropriately
handle sales calls with quicker access to product information and descriptions, reducing
customer and operator frustrations.
Business Objectives
The primary goal is to improve customer satisfaction scores by 10%. Included in this goal is to
improve telephone operator skills and customer service, product knowledge, call wait time and
increase calls taken per hour. As a result telephone operators will be better informed and be
able to respond to telephone orders in a more efficient manner, this will help PJ Enterprises
achieve their objectives to improve customer service and increase last years sales from $10
million.
Project Deliverables
Coast to Coast will deliver the following solutions to PJ Enterprises
Solution
Phone Etiquette
Training for
Telephone
Operators
Delivery Method
ILT
Description
Training will consist
of face to face,
instructor led training
that includes:
-Handle phone calls
-Put customers on
hold
-Transfer customers
to a supervisor
-Provide customer
service
-Take orders
- Up sell and cross
sell
-Process returns
-Administer Survey
Role play scenarios
will be used to
Development of
PDF Product
Reference Guide
N/A
N/A
ILT
provide operators
with real scenarios
they might encounter
during sales calls and
handouts, scripts and
job aides will be
provided for access
to critical information.
A new PDF product
guide will be
developed to provide
telephone operators
with product
information they can
access during sales
calls.
Training on the new
PDF catalog
reference guide will
consist of step by
step instruction,
Instructor led training
on how to search for
product information
to provide to
customers during
sales calls.
Topics covered:
-How to find PDF
catalog guide in the
system
-How to search for
specific products in
the PDF guide/ wiki
pages
-How to find specific
product information
(e.g., descriptions,
fabric, dimensions)
-How to answer
product questions
including top
projected best selling
products
Deliverables In Scope
Deliverables will include: four 4 hour training sessions in which telephone operators will be
instructed on telephone etiquette and use of the new product reference guide; searchable
PDF product reference guide for new product catalog; materials (such as a PowerPoint,
facilitator guide, participant guide and relevant handouts) for the ILT sessions; design
document; evaluation for future course updates; any materials relevant to a train the
trainer session (agenda, handouts, etc.)
Out of Scope
Integration of product reference guide into current software system; redesign of new hire
orientation or on boarding materials/agenda; specific leadership training materials.
Project Completion Criteria
This project will be complete when the 4- 4 hour ILT sessions have been completed, the
reference guide is implemented, and the evaluation report has been written. If requested,
project team will compile a report of future recommendations for PJ Enterprises.
Project Parameters
Budget
Deliverable/Solution Type of
Training/Deliverable
Phone Etiquette
Classroom training
Training
2 sessions
Customer Service
Paper documentation
Quick Guide
Cost
15 - 25 pages
$8,000
90 hours
Total
$32,000
$40,000
Name
Role
Responsibilities
Emily Kuiper
Project Manager
100 hours
Kelly Thorell
Project Coordinator
50 hours
Melissa Smiley
Technical Writer
Beth Tietz
Graphic Designer
Chris Bland
Instructional
Designer
and issues.
Analyze project
120 hours
requirements, identify
the types and formats
of documents required
for the project, ensure
the right tools are
available, maintain
communication
between the team
leaders and team
members, maintain
communication with all
stakeholders, ensure
that all problems are
resolved, generate
reports on the project,
coordinate and manage
documentation, perform
final
review/edit/proofreading
prior to submission,
ensure establishment of
style guides to ensure
accuracy and
consistency.
Create graphics and
60 hours
style documents for -TO
training
-SME training
-Catalog guide
General support
Conduct needs
assessment
Analyze the
characteristics of the
environment.
Analyze the
characteristics of
existing technologies
and their use in an
instructional
environment.
Formulate and finalize
design solutions.
Build curriculum, lesson
plan, and outline.
Partner with SMEs on
responsibilities.
120 hours
Date
July 28, 2016
August 7, 2016
August 14, 2016
August 28, 2016
September 13, 2016
September 20, 2016
Coast to Coast does not anticipate the need of an additional vendor or outsourced
responsibilities. Coast to Coast is prepared to meet the needs of PJ Enterprises in this
training project with the staff provided by Coast to Coast. Coast to Coast will implement
the expertise of a technical writer, graphic designer, instructional designer, project
manager, and project coordinator to work within the proposed budget and timeline to
complete the needs for PJ Enterprises.
Possible Problems and Risks
Problem Area
Likelihood
Problem
Owner
Shifts and
schedules of
trainees
Sara
Commons
and Maria
Gomez Trainers and
Supervisors
Employee
turnover/losing
employees in
the current
training
program
Jane
Mackenzie
Missing
information
Jane
Mackenzie
Possible
Impact to
Project
Scheduling
conflicts can
cause trainees
to fall behind
schedule or miss
important
learning
sessions
Employee
turnover can
cause loss in
project budget
due to training
individuals who
do not complete
the training
schedule
SMEs provide
the knowledge
Mitigation
Plan
Create a
training
schedule and
training
workflow to
accommodate
gaps in
schedules
Break training
down to work
first with longterm
employees and
supervisors
Have
consistent
from SME's
Training
learning curve
Emily Kuiper,
Chris Bland,
Melissa
Smiley, Kelly
Thorell, Beth
Tietz
needed about
the current
training and the
gaps in training,
including what is
expected of the
phone
operators.
Missing
information can
delay proper
training course
development
Telephone
operators may
have various
learning,
cultural, or other
differences that
may require
slight
accommodations
or modifications
feedback and
face-to-face
meetings with
the SMEs and
management to
ensure that
their evaluation
of the project is
continually
utilized through
the
implementation
process
Ensure learning
materials and
quick-guides
are efficient
and easy to use
for all
employees,
utilize textual
and visual
layout formats
to
accommodate
different
learning styles
Assumptions
PJ Enterprises project sponsor is supporting this project with sufficient labor hours to
develop content, conduct the training, and implement the solutions.
The following items will be provided by PJ Enterprises:
Technology provided for training computers and imbedded PDF guide
Training room
Providing content for training by SMEs and customer service supervisors
Provide IT support to implement the guide
Helping manage scope of project, budgets and time lines
Ensuring staff are at training, provided time to attend the training and tracking completed
training
Coast to Coast will provide:
All stated deliverables
Meeting deadlines and providing solutions
Monitoring budget and schedule
Constraints
The SMEs will need to provide content information and feedback on drafts in a timely
matter - they are busy with their current work responsibilities and will have limited time to
work with the project team.
Telephone operators work in first, second, and third shift and there must be constant
coverage on the telephones to answer customer calls. Therefore, training must take place
in rotations and supervisors should be the priority when scheduling training shifts; however
ensuring there is proper supervisor coverage during each shift.
External Influences/Dependencies
The following external influences/dependencies could potentially impact the budget,
timeline, and or completion of the project:
Approvals
Role
Signature
Date
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