Project Plan for

Team # 3
7/30/2016

Project Information
Project Name
This project will be referred to by PJ Enterprises as Operator etiquette and Catalog training.

Project Description/Overview
Senior management of PJ Enterprises, in light of new company policies, projecting an increase in sales
from the new catalog and customer complaints of telephone operators, are seeking support to resolve
these issues. PJ Enterprises is requesting a design, development and delivery of a learning program for
their telephone operators. The training that has been requested is projected to be delivered before the
catalogs are mailed and targeted to address customer service supervisors, telephone operators on
catalog items.
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 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.

Scope Statement
Deliverables Included
To develop the training course, Coast to Coast will deliver the following documents:

Phone Etiquette
PDF Catalog Guide
Product Guide Training
Handouts

Exclusions No
Coast to Coast will not provide the following items or services :
Training room or computers
Internet Access for training

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 Plans
Primary Plans
This project will follow formal plans as outlined in this document. These plans include:

Schedule

Communication Plan

Change Management Plan

Scheduled Meetings
Meeting

Frequency

Attendees

Description

Kick off
Meeting

Once at
beginning of
the project

Jane
Mackenzie,
SMEs,
Emily Kuiper,
Chris Bland,
Melissa
Smiley, Kelly
Thorell, Beth
Tietz

To ensure
stakeholders and
team members
are aware of the
information in the
project charter,
key milestones,
schedule and
answer any
questions about
the project.

Sign off
Meeting

As outlined in Jane
the schedule Mackenzie,
Emily Kuiper,
Chris Bland,
Melissa
Smiley, Kelly
Thorell, Beth
Tietz

Review project as
milestones are
completed and
obtain sponsor
sign off.

Status
Meeting

Weekly

Emily Kuiper,
Chris Bland,
Melissa
Smiley, Kelly
Thorell, Beth
Tietz

Discuss issues,
solve problems,
update status of
project and
milestone
deadlines.

Content
Meeting with
SME

As needed

Emily Kuiper,
Chris Bland,
Melissa
Smiley, Kelly
Thorell, Beth
Tietz, SMEs

Review project,
ask questions and
get clarification on
content.

Scheduled Status Reports

Coast to Coasts, Project Manager, will provide a status report to PJ Enterprises sponsor Jane
Mackenzie, in writing every other week by the end of the day on Friday. The status report will include:
overview of the project and status, milestones that have been achieved and any challenges or issues that
have arisen.

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

Contraints
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 Dependencies

Economic influences to consumer spending

Natural Disasters, weather, road closures, power outages
Internet connection that is slow or down

Project Approach
For this project Coast to Coast will use a phased plan including the ADDIE process.
In phase One:
Analyze effectiveness of current training needs, goals and solutions.
Design a training course, for telephone operators that will provide operators with the skills and tools to
be able to appropriately handle sales calls.
Development of the product reference guide and catalog reference guide training. The product guide
will provide telephone operators with product information they can access during sales calls and the
catalog will consist of step by step instruction, on how to search for product information to provide to
customers during sales calls.
Implemented the training courses.
Evaluation will be conducted to assess results.
Phase two is to be determined after evaluation of phase one has been completed.

Milestones
Milestone or Activity

Deliverable

Target Date

Phone Etiquette and Customer

Service training signoff

Design Document

August 7, 2016

Customer Service and Catalog

Quick-guide Signoff

Design Document

August 20, 2016

Phone Operator Training pilot

Design Document

August 28,2016

Assigned phone operator

training; revision signoff

Phone Operator Revision September 6,

Training
2016

Phone etiquette and Catalog

Guide training rollout; n

Phone Etiquette and

Catalog Guide Training

September 9,
2016

WBS Diagram

Schedule
Task

Who

Start Date

End Date

Leaners

EK, KT, MS,CB, BT

6/28/16

7/23/16 (kick off call)

Work Environment

EK, KT, MS,CB, BT

6/28/16

7/23/16 (kick off call)

Training Environment

EK, KT, MS,CB, BT

6/28/16

7/23/16 (kick off call)

Jobs and Tasks

EK, KT, MS,CB, BT

6/28/16

7/23/16 (kick off call)

Analyze

Design
Write Outline

MS, CB

7/23/16

7/28/2016

Document Objectives

MS, CB

7/25/16

7/28/2016

Document Course
Specifics

MS, CB

7/28/16

8/6/2016

Create Assessments

CB

7/28/16

8/6/2016

Determine Instructional
Methods

CB

7/28/16

8/6/2016

Write Design Document

MS

7/28/16

8/6/2016

Submit Design
Document for Review

EK

8/6/2016

8/6/2016

8/7/2016

8/7/2016

8/7/2016

8/7/2016

8/9/2016

8/10/2016

EK

8/10/2016

8/11/2016

Write Facilitator Guide

CB

8/7/2016

8/14/2016

Write Participant Guide

CB

8/7/2016

8/14/2016

Create Catalog
Reference Guide

CB, BT

7/23/2016

8/10/2016

Submit Materials for

Review

EK

Review Design
Document (SME)
Revise Design
Document

MS

Verify Design Document

(SME)
Sign off on Design
Document (SME)
Develop

8/14/2016

Review Materials (SME)

8/14/2016

9/9/2016

Revise Materials

8/17/2016

8/18/2016

Verify Materials (SME)

8/19/2016

8/20.2016

Sign off on Materials

(SME)

8/21/2016

8/21/2016

7/23/2016

8/5/2016

Implement
Identify Audience

KT

Determine Time and

Location for Training

KT

Train the Operators

7/23/2016

8/5/2016

9/6/2016

9/9/2016

Evaluate
Create Evaluation Plan

CB

8/28/2016

9/6/2016

Gather Data

EK, KT, MS,CB, BT

Monthly? Or quarterly?

Monthly? Or quarterly?

Evaluate Data

EK, KT, MS,CB, BT

Monthly? Or quarterly?

Monthly? Or quarterly?

Report Results

EK, KT, MS,CB, BT

Monthly? Or quarterly?

Monthly? Or quarterly?

Gantt Chart

Change Management Plan

Coast to Coast will proposes to use the process below to manage any changes to the project scope.

Purpose
Purpose of change management plan is to outline a formal process to managing changes to the scope of
the project, schedule or budget. It is to ensure that changes are made with minimal disruption to the
project, provide accurate and timely manner of all changes and that they are consistent with documented
plans.

Goals
The goal of the change management plan is to ensure that changes in the scope, under all
circumstances maintain the priority of the project based on the timeline.

Change Control Process

The change control process is to provide a means to make changes to the scope by identifying a change,
defining it (request, reason, completion and value to the project), submitting the change, reviewing the
request, waiting for approval or rejection of changes and documenting th changes that have been made
to the project.

Responsibilities
Person
Responsible

Responsibilities

Any Stakeholder

Identifies change that needs, wants to happen

and submits a request to Project Manager.

Project Manager

Evaluates impact of the change on the project

and determines how to move forward with the
issue (accept or reject request).

Project Manager,

Reviews changes and discusses next step.

Sponsor, Stakeholders
Sponsor

Approves delays or rejects change.

Project Manager

Verifies decision, makes any changes to

documentation (schedule, scope, plan, budget),
delegates tasks to team members.

Communication Plan
Purpose and Goals
PJ Enterprises is going through an important change to their operator staff that affects how
business is conducted daily. It will impact the Telephone Operator staff primarily so it is
important they are aware of these changes and their new training requirements. New
expectations are being set and operators will be held accountable for the information they
receive through the training. Its important that management communicates to the staff in a
way that promotes a positive change from their current state to their desired state. This
message should be shared in advance of the new training start date.

Recommendations to PJ on Messages to Address Impact of Project

PJ Enterprises management staff and HR will be the ones responsible for marketing
(promoting) explaining the information about the training. They should stress how important
the training is to the success of the business and the growth and advancement of the
Telephone Operator staff. Emphasis should be placed on the concerns and feedback that
the staff shared and how management is going to address it through this training. Emphasis
should also be placed on the results of customer surveys to help drive home the point of the
training. HR can help emphasize what advancement opportunities could come from the
expected post-training performance improvements. Overall, the plan should be to
communicate to the staff why the training is important, what it will cover, and the benefit it has
for the staff and the company.
Here is a suggested timeline of recommended communication distribution prior to training:
8 weeks prior to training: Initial meeting with Coast to Coast and PJ management and the key
supervisors and trainers to discuss plans to rollout communications.
Seven weeks prior to training: Initial email to staff explaining the need for training and
promoting an upcoming staff meeting to into more details.
Four weeks prior to training: A mandatory staff meeting for each shift that will cover the
findings, needs, feedback, and training details and benefits.
Three and Two weeks prior to training: Follow up emails as reminders for upcoming dates.
One week prior to training: Distribute and post flyers with training dates.

Challenges and Opportunities

Audience

Challenge

Message to address
challenge

Channel

Responsible

Date

Sarah
Commons and
Maria Gomez

August
5, 2016

HR

August
14,
2016

Telephone
Operators

Resistance to
training

Training will enhance customer

service to alleviate employee
frustration and enhance skills.

Face-toface
communic
ation/mee
tings;
additional
written
communic
ation

Supervisors

Resistance to
Training

Training will enhance customer

service and elevate employee
frustration, as well as customer
frustration. Supervisors will
have more time to train and
help support operators and
spending less time on the
phones answering customer
product questions and
complaints.

Face-to-face
communicati
on/meetings
; additional
written
communicati
on

Risk Management Method

Coast to Coast will monitor and track all risks by setting up a risk registry that includes the following
information.

Date the risk was identified

Description of the risk

Risk Type

Impact of risk on cost, scope, time (using a 1-10 scale)

Person responsible investigating and solving the issue

Resolution

Project Plan Approvals

Approvals

Approved by:
Name

Role

Jane McKenzie

Sponsor

Signature

Date

Job Task Analysis

Telephone Operator Modules
Module 1 Phone Etiquette
1.

Course Introduction
A. Training Introduction
B. Course Overview
C. PJ Enterprises
D. Telephone Operator Roles and Responsibilities
I. Taking Orders
II. Customer Service
III. Selling Products
IV. Processing Returns
2. Lesson 1: Basic Telephone Etiquette
A. Lesson Introduction
B. Answering the Customer Call
C. When and How to Transfer and Hold Calls
D. Knowledge Check - Taking Calls: Answer, Hold, and Transfer
E. Review and Summary
3. Providing Customer Service
A. Lesson Introduction
B. Phone Etiquette
C. Call Protocol
D. Video: Chester Hull: Phone Etiquette Training
E. Review and Summary
Review and Conclusion

Module 2 Product and Product Guides

1. Course Introduction
A. A. Product Guide Overview
2. Lesson 1: Lesson introduction
A. How to find the PDF Catalog Guide: Guided Practice
B. How to Search for Products: Guided Practice
C. How to find Product Information: Guided Practice
3. Product Training
A. Product Categories and Examples
B. Product Models - Product Description Matching Activity
C. Fall/Holiday Catalog Products

4.

Practice Activity - Product Guide Usage and Ordering Practice - Scavenger Hunt
A. Product Scavenger Hunt
5.

Review and Conclusion