Project Charter for

Team #2
[7/24/16]

Project Information [CU]

Project Name and Description
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 reveal the
different needs of PJ Enterprises' Telephone Operators (TOs). In order to help PJ
Enterprises improve customer service and sales, Team 2 would 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. We will also create a new, easy to use online product training guide.
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 Manager
Our Project Manager is Alaba Agbatogun. He has met with Jane MacKenzie to
discuss our analysis and solutions for PJ Enterprises in order to come to an
agreement for how to proceed.

Project Sponsor
Our Project Sponsor for PJ Enterprises is Jane MacKenzie

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Stakeholders and Impact

Stakeholder

Responsibilities and Impact on the

Project

Jane MacKenzie, Project

Sponsor

Oversee the entire project as our sponsor to

ensure that all of PJ Enterprise's needs and
goals are met. Jane will sign off on all
stages of the project including content and
strategic decisions.

Jane MacKenzieSheena
and Ray Johnson - Tiebreaker

Jane They will step in if our

SMEs/Reviewers have a disagreement
on content to clarify what should be
done.
xx

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Project Impact on Them

With the success of this project, Jane will
see reduced turnover rates in staff, and
increased customer satisfaction. This will
lead to increased sales for PJ Enterprises.
They will also see an increase in sales due
to the effect of better TO training. With
their teams having better call and product
knowledge, their responsibilities with dayto-day call duties will decrease, and
therefore lead to more satisfaction with
their job. With the success of this project,
Jane will see reduced turnover rates in
staff, and increased customer satisfaction.
This will lead to increased sales for PJ
Enterprises.

Sarah Commons and Maria

Gomez, - Reviewers and
Subject Matter Experts

They will act as our main resource for

gathering content. Their expertise will
serve as the foundation for all training
materials.

As Customer Service Supervisors, they

will see a decrease in the number of calls
that need to be escalated to them because
TOs will be better trained to handle calls.
Personally, it will benefit them by creating
a better work environment.

Paula Moore, and Rosalinda

Sanchez - Additional
Subject Matter Experts

They will provide additional input for

training materials when necessary.

Increased job performance and shorter call

times which will in turn lead to increased
job satisfaction.

Stakeholder

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Responsibilities and Impact on the

Project

Project Impact on Them

Alaba Agbatogun, Matthew

Pearshall, Claire Unnerstall,
Abbie Weispfenning, and
Kristen Smith - Project
Team Members

Work together to produce all project

materials.

This team will benefit from this

opportunity by making money off of a
properly completed job. Further
opportunities may arise from handling the
training properly as well.

PJ Enterprise IT
Department

Assist with technical requirements

involved with launching and hosting the
improved product guide.

This training project will not directly

benefit the IT department, but their
assistance is a necessary part of their job.

Description of Work [AO]

Project Purpose
The primary purpose of the 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 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
customer's 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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Project Deliverables [KS]

Solution
TO training-Products and
product guide.

TO training-Phone etiquette
and call scenario.

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Delivery Method
In person training
presented by a
knowledgeable
trainer using a
hands-on and
visual approach.

In person training
presented by a
knowledgeable
trainer using a
hands-on and
visual approach.
Small groups and
partners will also
be utilized.

Seat Time or Pages

Description

4 hours

During this session the following topics will be

covered:

4 hours

The new online product guide and how to

utilize the information.

In-depth product training for the top 10

most frequently called about products.

During this session the following topics will be

covered:

Proper phone etiquette

Call scenarios (difficult customers)

Deliverables In Scope
The following deliverables will be provided by Team 2:
New online product guide traininge.
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.

Out of Scope
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.

Project Parameters [MP]

Budget

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Deliverable
/Solution

Type of Training/
Deliverable

Seat Time
or Scope
Figure

Total
Hours
Estimate
d

Cost

Telephone
operator
training

Instructor-led training
with hands-on,
scenario based
activities, and a PDF
facilitator guide

8 hours

320

$38,4001
9,200

Updated
product guide

Online product guide

250 web
pages built
on a single
template
with a
searchable
index

1250626

$150,000
37,500

Total

$188,400
56,700

Project Team Members & Roles

Name
Alaba Agbatogun

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Role
Project Manager

Responsibilities

Est. Hours
Needed

Manage
communication
between the team
and PJ Enterprises,
including review
loops and bug
reporting.

23574

Track project
schedule and
budget.

Assist programmer
in managing the
outside
vendor.Oversee
outside vendor

Manage the delivery

of the initial
training.
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Name
Kristen Smith

Claire Unnerstall

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Role
Instructional
Designer

Graphic
Designer

Responsibilities

Est. Hours
Needed

Design the
telephone operator
training.

125120

Draft the facilitator

guide.

Create storyboards
for the digital
portion of the
trainingdraft slides
and training
materials.

Deliver initial
training

Train PJ Enterprises
staff on how to
deliver future
courses.

Design layout for

the training and
create templates for
storyboardsor locate
graphics for slides
and other training
materials..

Design layout for

the facilitator guide.

Design layout for

the product guide.

Create graphics for

the training.

Create graphics for

facilitator guide.

12540

Name
Matthew Pearsall

Abbie Weispfenning

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Role
ProgrammerPerf
ormance
Analyist

Editor

Responsibilities

Est. Hours
Needed

Develop the digital

elements of the
telephone operator
training.

16072

Develop the
prototype of the
product guide.

Manage the outside

vendors
development and
testing of the
product guide.

Assist PJ
Enterprises IT staff
in launching the
product guide.

Conduct job task

analysis

Create course
assessments

Assist Instructional
Designer in
development of
course.

Edit all copy created

by the instructional
designer.

Lay out the

facilitator guide.

Review product
guide copy provided
by PJ Enterprises
and lay out for
online delivery.

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Name
Codebrahma

Jane MacKenzie

Sheena Perez and

Ray Johnson

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Role
Online
development
subcontractor

Project Sponsor

Senior
Management

Responsibilities

Est. Hours
Needed

Develop the
prototype of the
product guide.

800600

Build out product

guide based on
prototype, using
copy provided by PJ
Enterprises

Alpha test product

guide.

Assist PJ
Enterprises IT staff
in launching the
product guide.

Final sign-off on all

deliverables

Provides the assets

required from PJ
Enterprises for
development of the
training and product
guide.

Advocates for
project to rest of PJ
Enterprises
management.

Main point of
contact for dealing
with high level issue
such as budget
timeline, or
personnel.

Act as a tie-breaker
if SMEs disagree.

Review and Ssignoff on deliverables.

Act as a tie-breaker
if SMEs disagree.

1660

1240

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Name
Sarah Commons and
Maria Gomez

Paula Moore, and

Rosalinda Sanchez

PJ Enterprises IT
staff

Role
Reviewers and
Subject Matter
Experts

Additional
Subject Matter
Experts

Handling PJ
Enterprises IT
needs

Responsibilities

Est. Hours
Needed

Collaborate closely
with team on design
of the course.

3224

Provides required
information and
copy for the training
and the product
guide

Review draft
materials.

Collaborate with
team on design of
the course as needed

Review draft
materials.

Beta test product

guide on corporate
intranet

Launch the online

product guide.

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Project Milestones

Milestone

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Date

Project initiation and job task analysis

7/25/2016-7/29/2016

Review of course design document and product guide

design document Vendor develops product guide
prototype

8/5/20167/25/20167/29/2016

Sign off on revised course design document and product

guide design documentDraft course outline.

8/1/20168/4/20168/5/2016

PJ Enterprises reviews prototype product guide

8/1/2016-8/3/2016

Vendor revises prototype product guide

8/4/2016-8/10/2016
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Milestone

Date

Review of course outlineDraft course objectives and

assessments

8/5/20168/9/20168/19/2016

Complete draft course design document

8/9/2016-8/16/2016

PJ Enterprises signs off on product guide prototype

8/11/2016-8/15/2016

Vendor develops alpha product guide.

8/16/2016-9/9/2016

PJ Enterprises Rreviews of course design

documentproduct guide prototype

8/19/20168/17/20168/19/2016

Revise course design document

8/22/2016-8/25/2016

PJ Enterprises sSignoff on course dDesign dDocument

8/26/2016-8/30/2016

PJ Enterprises reviews alpha product guide

8/31/2016-9/2/2016

Review of Ddraft facilitator guide and

storyboardsaccompanying slides

9/9/20168/31/20169/9/2016

Vendor develops beta product guide

9/5/2016-9/9/2016

PJ Enterprises reviews draft facilitator guide and

accompanying slides

9/12/2016-9/14/2016

Delivery of beta product guide for internal testing by PJ

Enterprises IT staff

9/16/2016

Sign off on revised facilitator guide and course

storyboardsRevise facilitator guide and slides

9/16/201615/20169/20/2016

PJ Enterprises signs off on revised facilitator guide and

slides.

9/21/2016-9/23/2016

Delivery of final course and online product guide. Initial

course taught alongside PJ Enterprises trainers.

9/26/2016-9/30/2016

Vendor Assistance Required

Our team will create the template for the online product guide andWe will use an
outside vendorCodebrahmato design and build out the guide and conduct
alpha testing of its functionality. The costs for this vendor are included in the
proposed budget.
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Possible Problems and Risks [AW]

The table below presents the possible problems and risks that may arise during the project. It reviews the impact of the problem/risk on
the project and offers a mitigation plan.
Problem Area

Schedule delays

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Likelihood
15

Problem Owner

Possible Impact to
Project

Mitigation Plan

Project Manager

If schedule delays
occur, it will affect all
project milestone
dates moving
forward, which will
cost PJ Enterprise
additional time and
money and the
project will not be
completed on time.

Project Manager will

hold weekly update
meetings with project
team to ensure all
deliverables are on track
and will be completed
on time. PM will also
identify where
additional help may be
needed to ensure
schedule remains as is.

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Problem Area

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Likelihood
15

Problem Owner

Possible Impact to
Project

Mitigation Plan

Availability of SMEs
and Stakeholders

PJ Enterprise

Due to shift work

schedule of the
employees, it may
cause availability
issue for the SMEs
and Stakeholders.
This may lead to
delays in the project
as SMEs and
Stakeholders will be
needed to help with
content and
reviewing of the
project.

PJ Enterprises will
ensure that at least one
project SMEs and
Stakeholder will be
available to assist with
the project during each
shift. They will provide
specific times which
would be best to work
with them to ensure we
do not disrupt their daily
work.

Organizational
movement

PJ Enterprise

As employees change
jobs within the
organization or
decide to leave the
organization, key
SMEs and
Stakeholders may
become unavailable
for the project. This
may cause delays in
the project and lead
to a lack of accurate
content knowledge
needed.

PJ Enterprises will help

to determine back-up
SMEs and Stakeholders
in the event that
someone in the current
project group becomes
unavailable.

15

Problem Area

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Likelihood
15

Problem Owner

Possible Impact to
Project

Mitigation Plan

Additional Scope
Requests

PJ Enterprise

As we move through
the project, PJ
Enterprise may think
of something they
would like to add into
the project
deliverables. If this
happens, it may add
additional costs and
time for the company.

PM will remind PJ
Enterprises of the
project scope that was
determined and agreed
to. If PJ decides they
would still like to
proceed with the new
scope item, Team Two
will present them with
new costs and
milestones.

Lack of Stakeholder
support

PJ Enterprise

There may be
stakeholders in the
group that do not
support this project
and believe things are
fine just the way they
are. Without having
support from key
stakeholders, it may
delay the timelines
and will be hardly to
get their participation
in the project.

PJ Enterprises CEO will

share the results of the
needs assessment to
show key Stakeholders
why this project is
critical and why their
support is necessary.
[delete]
PJ Enterprises CEO will
show his support for the
project and share with
the key stakeholders the
reasons why this project
is critical and why their
support is necessary

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Problem Area

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Likelihood
15

Problem Owner

Possible Impact to
Project

Mitigation Plan

Vendor deliverable
delays

Team Two

The outside vendor,

Codebrahma, may
have issues arise
when configuring and
testing the new
product guide. If this
happens, it may cause
delays in when we
will receive the new
product guide.

PM stay in close contact

with the vendor to
ensure they are not
having any issues.
Emphasize the
importance of the
milestone dates.

Negative
attitudes/low
motivation of SMEs

PJ Enterprise

There may be SMEs

involved in the
project who do not
want to be involved
which leads to a
negative attitude and
low motivation. This
can affect the
attitudes of other
project SMEs and
cause delays and low
quality work for the
project.

PJ Enterprise needs to
emphasize the
importance of this
project to the SMEs
involved. Team 2 will
recommend that
dDisciplinary actions
will be in place if SMEs
are disrupting the flow
of the project. If
disruption continues, the
SME will be replaced.

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Assumptions [AW]
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 in the project

Handling disciplinary action of SMEs presenting negative attitudes and

producing low quality work towards the project [delete this bullet]

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 [AW]
The following situations/people may constrain Team Two's ability to execute the
project as expected:

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Movement of employees within PJ Enterprise may cause key SMEs to be

unavailable to contribute towards the project. This may delay work from
getting done and may lead to lower quality results. [delete this bullet]

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Key Stakeholders who are unavailable for approval and review meetings
may delay the project. [delete this bullet]

PJ Enterprise may have an internal emergency that arises that takes away
the availability of SMEs and key stakeholders. The project would need to
be delayed until SMEs and stakeholders become available. [delete this
bullet]

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.

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 Influences/Dependencies [AW]

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

Project team member may have vacations scheduled that would cause
delays in the project. [delete this bullet point]

Business issues that arise within our external vendor, Codebrahma, are out
of our control and may lead to delays in the project

Approvals
Role

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Signature

Date

___________________________________

_____________________

___________________________________

_____________________

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