Project Charter for

PJ Enterprises
3/26/2017

Project Information
Project Name and Description

PJ Enterprises has employed Optim Learning Solutions (OLS) to design, develop,

and implement an innovative performance solutions program for Telephone
Operators (TOs) to increase the skills and expertise of these employees. The
instruction is ultimately intended to improve customer service scores and increase
sales results.

To fully assess the needs of the organization, and with the approval of Jane
MacKenzie, the projects management sponsor, OLS, conducted a performance
analysis over the period of March 1319, 2017, to analyze PJ Enterprisess current
performance related data and identify appropriate performance solutions. The
performance analysis was the basis of performance solutions presented to Jane on
March 20, 2017. This project charter reflects the agreements made in that meeting.

Project Manager

Stephanie Boysen is the OLS Project Manager responsible for the PJ Enterprises
performance improvement design and development. She has been involved in the
project from the start and has a full understanding of PJ Enterprisess operations
related to the performance issues. She has been communicating on a regular basis
with Jane, the project sponsor, and has communicated the results of the
performance analysis, as well as the next steps in the project.

Project Sponsor

Jane MacKenzie is the project sponsor. She brings over 15 years of sales and HR
experience in various companies to the project.

Project Charter for PJ Enterprises 1

 Stakeholders and Impact

The table below lists the projects stakeholders along with their roles and
responsibilities.

Stakeholder Responsibilities and Impact on Project Impact on Them

the Project

Michael Merrill, VP of
Sales
Project Initiator
Initiated the project with
OLSs Sales Director
Sales and customer satisfac
goals are key deliverables f
Michael. He has a vested
interest in improving TO
performance as it is linked
meeting these goals.

Jane MacKenzie, PJ Enterprisess main point Is taking on additional

Director of Sales of contact for the project responsibilities by sponsori
Support the project
Retains all decision-making
Project Sponsor authority for PJ Makes decisions regarding
project if SMEs disagree
Provides additional PJ staff
support Responsible for project
completion
Reviews and signs off on
all project and training Project success is tied to he
document personal deliverables

Sales and customer satisfac

goals are key deliverables f
Jane. She has a vested inte
in improving TO performan
as it is linked to meeting th
goals.

Jane MacKenzie, Makes decisions, both Same as above

Director of Sales strategic and content,
Support and Tie- should SMEs disagree
breaker

Project Charter for PJ Enterprises 2

 Stakeholder Responsibilities and Impact on Project Impact on Them
the Project

Sheena Perez, Reviewer on all plans Any assistance will impact

Merchandising and materials related to already full schedule
Manager, Reviewer products
and Subject Matter
Expert
Helps supply product
information as needed
and time permits

Has been removed from

prior training
responsibilities

Ray Johnson, Assistant Reviews product-related Ray is taking on additional

Merchandising materials duties which will impact hi
Manager workload
Reviews plans and
materials related to Ray will become engaged i
products if Sheena is not training process by supplyin
available. information to OLS

Primary contact for product

related information
including vendor access if
additional information is
needed

Sarah Commons, Assist in conducting the Taking on additional duties

Customer Service training which will impact her work
Supervisor
Analysis and review of any Learn how to and be
training related to TOs responsible for conductin
future trainings

Become more vested in the

training as she is not involv
the current training process

Project Charter for PJ Enterprises 3

 Stakeholder Responsibilities and Impact on
Maria Gomez,
Customer Service
Supervisor
Paula Moore,
Telephone Operator
Rosalinda Sanchez,
Telephone Operator
Bruce Bennett, Vice-
President of
Information Services
Sam Fisher, IT Contact
Lucy Feldman, PJs Available for questions
Intranet Manager,
additional SME
Project Charter for PJ Enterprises
the Project
Assist in conducting the
training
Analysis and review of any
training related to TOs
Analysis and review of any
training related to TOs
Analysis and review of any
training related to TOs
Manages Lucy Feldman
and Sam Fisher
Available for questions
related to Product Guide
Available for questions
related to Product Guide
deployment
related to Product Guide
Project Impact on Them
Taking on additional duties
which will impact her work
Be responsible for
conducting future trainin
Become more vested in the
training as she is not involv
the current training process
Taking on additional duties
which will impact her work
Become more vested in the
training as she is not involv
the current training process
Taking on additional duties
which will impact her work
Become more vested in the
training as she is not involv
the current training process
May need to allow employe
under his direction time to
answer OLS questions
May need to make time
available to answer OLS
questions (OLS will provid
plenty of lead time and wor
around Sams schedule
May need to make time
available to answer OLS
questions (OLS will provid
sufficient lead time and wo
around her schedule)
4
 Stakeholder Responsibilities and Impact on
Beena Waugh, OLS
Project Coordinator
Lisa Mernaugh, OLS
Business Analyst
Laura McWhorter,
OLS Technical Writer
Scott Kramer, OLS
Instructional Designer
Stephanie Boysen,
OLS Project Manager
Telephone Operators
(TOs) and Customer
Service Supervisors
(CSSs)
Project Charter for PJ Enterprises
Project Impact on Them
the Project
Conduct performance Dedicate time to meet proje
analysis deliverables and complete o
time and within budget
Develop product charter
Design and develop
performance solutions
including Product Guide
and training content,
assessments, and materials
Implement performance
solutions
Deliver initial training
Attend training Change work practices
Use Product Guide Improved job satisfaction
Apply knowledge and skills
to the job
5
Description of Work
Project Purpose

The purpose of this project for PJ Enterprises is to improve customer satisfaction scores, decrease
call times, and increase sales for TOs.

Business Objectives

The improvement in TO call etiquette and accessibility to product information will help PJ
Enterprises reach the desired 10% improvement in customer satisfaction scores. Additionally,
increasing TO efficiency through access to product information through the Product Guide will
assist them in handling a minimum of six calls per hour, contributing to the desired 30% increase in
sales in 2017.

Project Charter for PJ Enterprises 6

 Project Deliverables

OLS will deliver the following solutions to PJ Enterprises personnel:

Solution Delivery Method Seat Time or Pages Description

Product Guide Product Guide, 300 products will be OLS will develop a searchable Product Guide
searchable by the included in the Product which contains all catalog product information,
PJ Enterprisess Guide including the PJ Enterprisess unique product
unique product number, pricing, photos, descriptions and
number; guide additional details like fiber content, washing
includes critical instructions, sizing charts, etc. The Product Guide
product will be created in Adobe Frame Maker and be
information and compatible with the current order entry system.
has print
capabilities

Project Charter for PJ Enterprises 7

 Solution
Telephone Operator Training
Project Charter for PJ Enterprises
Delivery Method Seat Time or Pages Description
The training program for TOs will teach them
Instructor-led 4 hours how to access and use the searchable Product
training session Guide. It will provide specific steps for
communicating the product information to the
customer. A Product Guide job aid will be
included in the training.
Additionally, training will cover the components
of a quality call, including a standard greeting
script, consistent call process guidelines, and
common call situation scenarios. This will also
cover difficult customer scenarios and how to
handle them.
The training will include hands-on activities such
as roleplaying, Q&A, and assessment. A
certification process will validate TO competency
on use of the Product Guide, and will demonstrate
the call process.
OLS will provide an instructor-led Facilitator
Guide and a Participant Guide.
8
 Deliverables In Scope

OLS will assume the following tasks to complete the aforementioned deliverables:

Gather product information and images through PJ Enterprisess SMEs

Product Guide so it is searchable for important product information

including PJ Enterprisess unique product number, pricing, photos,
descriptions and additional details like fiber content, washing instructions,
sizing charts, etc.

Initial TO training provided by an OLS trainer as outlined in the Project

Deliverables section

Facilitator Guide

Participant Guide

Out of Scope

OLS is not responsible for:

Any deliverables outside of those deliverables specified in this document.

Product Guide update training unless presented and agreed upon in a

separate charter/proposal.

Integration of any policy or standards changes for PJ Enterprises, unless

presented and agreed upon in a separate charter/proposal.

Project Completion Criteria

This project will be complete when the following deliverables, have been
completed and signed off by PJ Enterprises:

Product Guide

TO training, including

o Design Document

o Training Content

o Training Materials (including Participant Guide, Facilitator Guide,

Product Guide Job Aid and Assessments)
o Training Evaluation Results

Project Charter for PJ Enterprises 9

Project Parameters
Budget

This budget is an estimate of time and money required to complete all deliverables
for PJ Enterprises. Note that this budget is only an estimate and the final actual
cost of all deliverables may vary by 10%.

Deliverable Type of Training/ Seat Time Total Cost

/Solution Deliverable or Scope Hours
Figure Estimate
d

Product Guide Product Guide, 300 240 $24,000

searchable by the PJ products
Enterprisess unique will be
product number, included in
which includes critical the Product
product information Guide
with print capabilities.

Telephone Instructor-led 4 hours 160 $16,000

Operator classroom training
training development
development

Telephone TO training delivery 4 hours per 16 $1600

Operator quarter
training
delivery

Total 406 $41,600

max

Project Team Members & Roles

This table lists all team members, their high-level responsibilities, and estimates of
their required participation time to complete this project.

Name Role Responsibilities Est. Hours

Needed

Stephanie Boysen Project Manager Oversee project; track 40

and report data about
tasks and budget to
client; maintain
communications

Project Charter for PJ Enterprises 10

 Name Role Responsibilities Est. Hours
Needed

Beena Waugh Project Track and schedule all 20

Coordinator tasks; communicate
same to PM and team

Lisa Mernaugh Business Conduct all research, 20

Analyst including a detailed task
analysis

Scott Kramer Instructional Create instructional 284

Designer materials and deliver
training

Laura McWhorter Technical Writer Write job aid; revise 20

training materials as
needed

Total Hours for 406 max

OLS

Jane MacKenzie Project Sponsor Provide input on and 60

review all materials;
final signoff

Sarah Commons, SMEs and Provide input during the 40 each

Lucy Feldman, Maria Reviewers research and review
Gomez, Paula Moore, stages
Sheena Perez, and
Rosalinda Sanchez

Ray Johnson Product Vendor Obtain product 4080

Liaison information from
vendors for OLS to
facilitate creation of
Product Guide

Sam Fisher IT Contact Provide input on 20

implementation of
Product Guide

Project Milestones

Subject to agreement from PJ Enterprises, OLS will produce the deliverables on

the dates listed below:

Project Charter for PJ Enterprises 11

 Milestone Date

Design document sign off 4/14/17

Training materials signoff 5/17/17

Conduct Pilot training 5/22/17

Implement (delivery) 6/15/17

Training evaluation results 6/30/17

Vendor Assistance Required

To access product information required for the database, OLS will consult with
Ray Johnson, Assistant Merchandizing Manager. Ray will obtain this information
from the vendors as OLS cannot consult the vendors directly.

Project Charter for PJ Enterprises 12

 Possible Problems and Risks

This table shows OLSs assessment of the possible problems and risks to the project. Each issue is rated from 1 5 with 1 being low
and 5 being high. Any of these might impact the project, resulting in:

Delays in the schedule

Compromises in the quality of outputs

Overruns in the budget

Problem Area Likeli- Problem Owner Possible Impact to Mitigation Plan

hood Project
15

SME availability and 2 Jane MacKenzie Delay in If at PJ Enterprises,

engagement development of sponsor will appoint
content for Product alternative SME or
Guide and training adjust timelines to
account for delays in
conducting task analysis
Product Guide and
Training development
signoffs and completion.

Issues related to 4 OLS Product Guide Begin Product Guide

incompatibility of implementation could testing early with IT
hardware/software Sam Fisher be delayed involvement to address
with Product Guide compatibility issues
early in development

Project Charter for PJ Enterprises 13

 Problem Area Likeli- Problem Owner Possible Impact to Mitigation Plan
hood Project
15

Changes in staff or 4 Jane Delays in completion If it occurs at PJ

personnel involved
during development
Mackenzie/OLS of project Enterprises, sponsor will
appoint other personnel
or adjust timelines. If it
occurs at OLS, OLS will
assign qualified
personnel to complete
project by deadline

Project Charter for PJ Enterprises 14

 Assumptions

OLS is responsible for:

Development of all deliverables including Product Guide and all training.

Project management of all in-scope deliverables.

Weekly status reports to Jane MacKenzie.

Meeting all designated milestones

Completing project on time and within budget.

Jane MacKenzie, representing PJ Enterprises, is responsible for:

Providing OLS with requested Product Guide information.

Making appropriate SMEs available to give input on and review all

materials.

Managing feedback process and handling sign-offs for drafts and

deliverables.

Providing a liaison between the product vendors and OLS so that OLS can
receive all necessary information with which to update the Product Guide.

Providing IT support in planning and implementing the Product Guide.

Scheduling, providing computers and facilities for the training created by

OLS.

Scheduling employee attendance for training sessions.

Conduction any TO training beyond the initial four quarter training

delivery sessions unless presented and agreed upon in a separate
charter/proposal.

Creating Train the Trainer materials unless presented and agreed upon in
a separate charter/proposal.

Printing of any hand-outs or collateral materials/job aids.

PJ Enterprises assumes all responsibility for inclusion and accuracy of

content, and will own all completed materials.

Constraints

The following circumstances will constrain OLSs ability to complete the project:

The high turnover rate among telephone operators at PJ Enterprises may

affect the availability of telephone etiquette SMEs on a consistent basis,
leading to difficulties in maintaining a consistent perspective on proper
telephone etiquette at PJ Enterprises.

Project Charter for PJ Enterprises 15

 Assistant Merchandizing Manager Ray Johnsons high workload may limit
his ability to source product information for OLS, thus leading to more
time needed to create the Product Guide as OLS cannot contact product
vendors directly for these details.

Sheena Perezs recently increased responsibilities may limit her ability to

serve as SME on the project, which may cause delays in the materials
review process.

External Influences/Dependencies

The successful completion of the project depends upon the following external
factors:

Inability of product vendors to deliver previously agreed upon products

may impact the overall correctness of the Product Guide.

Approvals

Role Signature Date

Project Manager ___________________________________ _____________________

Project Sponsor ___________________________________ _____________________

Project Charter for PJ Enterprises 16