Professional Documents
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Mod4 Project Charter Team 1
Mod4 Project Charter Team 1
Mod4 Project Charter Team 1
Purpose
The purpose of this Project Charter is to document the parameters of the SimplyOrder
and Customer Service Training Project, agreed upon by Project Sponsor Jane
MacKenzie on behalf of Delightful Duds Décor and BluePrint Consulting.
Project Information
Project Name and Description
The company has concerns about reaching their goals and remaining profitable.
Delightful Duds Décor’s management is looking at each business unit, assessing
the strengths, weakness, opportunities, and threats which may encumber this
expansion. The consensus is that the company can achieve their goal if they adopt
a strategic effort in two ways:
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1. Focus on quality and customer service with 10% improvement in customer
service scores.
2. Focus on quality of the work environment and staff development and
recognition.
Customer-facing staff play a crucial role in the experiences that customers have,
and, through social interaction, convey powerful messages directly to the
consumer. Delightful Duds Décor recognizes the value of this powerful
representation, in bolstering customer satisfaction and potentially increasing
revenue.
Project Manager
Project Sponsor
The Project Sponsor for Delightful Duds Décor is Jane MacKenzie – Director of
Catalog Sales.
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Stakeholders and Impact
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Stakeholder Responsibilities and Impact on the Impact and WIIFMs
Project
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Jane MacKenzie, Project Is the primary liaison between Positive partnership with BluePrint
Sponsor Delightful Duds and Décor and Consulting that will result in
BluePrint Consulting. increased revenue due to increased
catalog sales, improved customer
Oversees the project. service and employee satisfaction.
Experience identifying
benchmarks and approving
deliverables
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Stakeholder Responsibilities and Impact on the Impact and WIIFMs
Project
Jane MacKenzie, Arbitrates any misunderstandings Decisions will impact all aspects
Tie-breaker or tensions on the project or of catalog division.
workflow.
Significant time investment in
Mediates any solutions that cannot project.
be resolved.
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Sheena Perez and Ray Provide guidance, review, and Improved catalog sales and
Johnson, SMEs for Product recommendations on product increased revenue will give a
Information information. positive impression of the catalog
division company-wide.
Give updated and detailed
information about products. Time for giving recommendations
and review of products.
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Stakeholder Responsibilities and Impact on the Impact and WIIFMs
Project
SMEs for Customer Service Will provide information on job Provide supervisor’s perspective.
and Sales: tasks, goals for customer service
standards, etc. May become future trainers.
Sarah Commons,
Supervisor/Train the Will review all versions of the Improved customer service
Trainer Trainee training documents and provide because supervisors will have the
feedback. skills to effectively train telephone
Maria Gomez, operators.
Supervisor/Train the Sarah will coordinate the
Trainer Trainee comments and submit to BluePrint Improve managerial skills
Consultants.
Improve problem solving skills
Will assist with the training.
Improve ability to report call
center metrics to management and
ensure goals are being met
SMEs for Customer Service Will review all versions of the all Time investment for input.
and Sales: the training documents and
provide feedback to Sarah. Offer different perspectives based
Paula Moore, on their different skill levels and
Telephone Operator Provide information/overview experiences.
about telephone operator job
Rosalinda Sanchez, experience. Possibility for promotion, to
Telephone Operator become a team lead, or mentor.
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Stakeholder Responsibilities and Impact on the Impact and WIIFMs
Project
SMEs for SimplyOrder: Assigned to program the changes Gain Information Design
and additions to the product experience in:
Marge Moorhead information portion of the system.
[Marge] o Writing Skills
Tom Swartz
Will work with BluePrint o Graphic Design
Consulting on layout and
navigation of the information o E-learning Design
pages. [Marge]
o Functionality
Review all materials to be sure
they are accurate based on what is o Single Source
being developed. [Marge]
o User Interface Design
Works on changes to the order
process itself in order to improve o User Analysis
screens and streamline the
o Usability
sequence of the order entry
process. [Tom]
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Stakeholder Responsibilities and Impact on the Impact and WIIFMs
Project
Storyboards
Evaluate
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Description of Work
Project Purpose
Business Objectives
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Project Deliverables in Scope
The BluePrint Consulting group will work on the following areas to complete the above deliverables. The following tasks are
considered in scope for this project:
Telephone Operator Training ILT 8 hour/session A comprehensive course that teaches and
reviews the SimplyOrder Software
Train operators on the Facilitator Guide One pilot session, Interface and important features.
use of the including four main
SimplyOrder system. sessions with a possible It will review optimal customer service
fifth for make-ups. practices (ordering, returns, exchanges,
Train telephone etc) and etiquette.
operators on customer
service skills, up- Course will contain interactive elements
selling, and cross-
such as role-playing, troubleshooting
selling.
scenarios, assessments and self-
reflections.
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Sub-documents in Scope
BluePrint Consulting will perform the tasks listed to complete the deliverables for
Phase one.
Project Charter signoff
Charter with Budget, Milestones, Scope, and Risk Management Plan
Mock-up for IT Signoff
Design Document Signoff
Facilitator/ Student Guide
Instructional Materials/Training Signoff
Pilot Conducted; revisions Signoff
SimplyOrder/Customer Service Training instructor and student guides
Perform a job task analysis
o Define the tasks
o Define the objectives
o Data Collection through:
Observation
Documentation
Questionnaires
Interviews
o Assess current knowledge, skills and abilities
o Determine the performance standards
o Target the goal
o Finalize the Analysis
Performance Analysis Report – Documents BluePrint Consulting’s
findings, and makes recommendations of solutions we can initiate, and
identifies those areas outside of our responsibility.
Project Charter – Addresses the following:
o Budget – Resource allocation, planning, coordination, control and
motivation.
o Milestones – To identify what stage of the process the project is in
at any given time. To ensure that the project is on schedule and
meeting the objectives.
o In and Out of Scope – Determines and documents a list of specific
project tasks that or either approved to be worked on or not.
o Evaluation Plan – Provides information to help improve the
project during development and implementation
o Risk management plan. - Identifies areas for potential risk. It will
provide tools, processes and procedures to activate to deal with
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incidents that pose a potential negative impact to completing the
project
Tracking form for hours and budget – Process to secure expenditures
associated with the project, to prevent project over-run
Needs assessment – To determine the gaps between the current state and
the desired state
Task Analysis – To look at the way a task is being performed as opposed to
how it should be performed
Outline, Objectives and Assessment Documents
Documentation Deliverables to Client:
o Project Charter
o Project Management Plan with Schedule
o Design Document
o Facilitator and Student Guides
Out of Scope
BluePrint Consulting is not responsible for implementing the following tasks for
Delightful Duds and Décor. The following area(s) is considered out of scope for
this project:
Supervisor Management Training (TBD)
A separate Train-the-Trainer Training session or training materials
All scheduling, website and database development.
Product information, product database work, or IT Support
Database functionality of entering new customers, retrieving existing
customer information, or changing customer information.
Orchestration of the program changes and additions to the product
information portion of the system.
Changes to the order process itself in order to improve screens and
streamline the sequence of the order entry process.
Coordination of sandbox and training database or logons and passwords
for remote access.
Workstations setup in training rooms.
Any additional training or creation of job aids/documentation not
mentioned in the project deliverables.
The project will be deemed complete when all specified deliverables have been
signed off by the company sponsor – Jane MacKenzie.
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Project Parameters
Budget
Deliverable /Solution Type of Training/ Deliverable Seat Time or Total Hours Rate Cost
Scope Figure Estimated
Telephone Operator Instructor Lead Teaching (ILT). 8 hours 400 - 550 $150.00 $60,000.00 -
Training A total of 4 sessions at 8 hours /hr $82,500.00
each. Two held from 7:00AM- (4 sessions,
3:30PM and two from 5:00PM- with a possible
12:30AM to accommodate both 5th make-up
shifts. session)
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Deliverable /Solution Type of Training/ Deliverable Seat Time or Total Hours Rate Cost
Scope Figure Estimated
Consulting Team
Listed below is BluePrint Consulting’s team members, their role and responsibilities, and estimated time needed for project.
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Name Role Responsibilities Est. Hours
Needed
Emily Gates Project Manager/ Oversees project at a high level and develops project plan. 180
Instructional
Designer Is point person for sponsor communication.
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Name Role Responsibilities Est. Hours
Needed
Conducts gap analysis and collects data research.
Amy Shipley Instructional Documents findings in a performance analysis report. 200
Designer
Meets with project sponsor to deliver performance
analysis findings.
Client Team
Listed below is Delightful Duds and Décor's team members, their role and responsibilities, and estimated time needed for project.
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Name Role Responsibilities Est. Hours
Needed
Jane MacKenzie Project Sponsor Primary contact for Delightful Duds and Décor 50
Sheena Perez and SMEs for Product Supplies all relevant product information 10 (Sheena)
Ray Johnson Information and
Catalog May request additional company individuals or outside 20 (Ray)
vendor to help populate the product information into the
system when the time comes
Sarah Commons Telephone Operator Review all versions of all training documents and provide 160 (80 each)
and Maria Gomez Supervisors, Future feedback
Trainers, and
Reviewers Sarah will coordinate the comments and submit to
BluePrint Consulting
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Name Role Responsibilities Est. Hours
Needed
Paula Moore and Telephone Operator Review all versions of all training documents and provide 50 (25 each)
Rosalinda Sanchez SMEs and feedback
Reviewers
Marge Moorhead SMEs for Assist with programing information into the system, assist 10
SimplyOrder with layout and navigation
Tom Swartz SMEs for Streamlines order sequence of order entry process and 10
SimplyOrder reviews training materials related to system
Sam Fisher IT Contact Ensures that the training room is supplied with training 20
room and computers have everything needed for training
sessions
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Project Milestones
Milestone Date
Project Charter signoff
November 20, 2018
BluePrint Consulting will not require any outside vendor assistance for the graphic
mock-up of the design template. BluePrint Consulting is responsible for creating a
graphic mock-up of the product information design template for Delightful Duds
and Décor’s IT department. Delightful Duds and Décor is responsible for putting
that design into their database and imputing all product information to
SimplyOrder before January 11, 2019 (the date that all Instructional/Training
Materials will be completed). No outside graphic work will be needed beyond
what is being provided by BluePrint Consulting and Delightful Duds and Décor.
BluePrint Consulting will also not be using external services for the Telephone
Operator Training. BluePrint Consulting’s instructional designers will be designing
materials used for the training and role-playing exercies, but Delightful Duds and
Décor will be responsible for printing services (i.e.: student guide, facilitator guide,
etc.).
BluePrint Consulting will not require assistance directly from SimplyOrder vendor.
If any technical assistance is needed from them, it will be Delightful Duds and
Décor’s responsibility to obtain that information.
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Possible Problems and Risks
Any Delightful Duds 3 Delightful Duds Absences or changes BluePrint Consultants request respective
Décor's SMEs, and Décor SMEs in roles could slow organization to a replacement employee to
Sponsor, Technical progress replace absentee ASAP.
Support, or BluePrint Project Sponsor
Consultants leave the
project or is absent Technical Support
for an extend period.
BluePrint
Consulting
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Problem Area Likelihood Problem Owner Possible Impact to Mitigation Plan
1–5 Project
Client - Changing 4 Delightful Duds Project Plan may need Be clear on tasks to be completed.
Requirements and Décor SMEs to be altered that
includes milestone Be clear on how much leeway is needed
Project Sponsor dates, deliverable for big revisions.
signoff dates, budget
Technical Support and training dates. Establish compensation for large
deviations in the agreed upon project
deliverables.
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Problem Area Likelihood Problem Owner Possible Impact to Mitigation Plan
1–5 Project
Client – Slow with 2 Delightful Duds Training may need to Start task based upon the agreements in
Communication and Décor SMEs be pushed back if the Sponsor Agreement. Check in
information is not periodically to confirm the status of the
Project Sponsor provided in a timely development and ask a quick review of
manner. the progress.
Technical Support
Inquire frequently. Ask for clarification
and troubleshoot to meet pre-planned
deadlines. If timely answers are not given
then timeline, budget, and training
schedule may need to pushed back.
Project doesn’t start 2 Delightful Duds SimplyOrder software Client Delay - Check in with the Client
on time. and Décor SMEs many need to be and get some clarification as to what the
rolled out later delays are, and how it will impact the
Project Sponsor proposed schedule. Get a new schedule of
Late rollout could events submitted so that everyone is on
Technical Support affect telephone the same page. A sign-off is a good idea
operators’ ability to so that we have the re-scheduling
BluePrint meet the Q1 training documented.
Consulting dates and prepare for
the next catalog. BluePrint Delay – Call the Client and
discuss their expectation and set a realistic
time frame for the first milestone.
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Problem Area Likelihood Problem Owner Possible Impact to Mitigation Plan
1–5 Project
Client doesn’t like 3 Delightful Duds Training dates may be Be clear on the Client’s technical
the training material and Décor SMEs pushed back. requirements and their rationale for
created. rejection of the design. Make sure that
Project Sponsor BluePrint Consulting understands the
Client’s vision and collaborates
accordingly.
Sponsor is vague on 2 Project Sponsor Project delays due to Ask for clarity as needed.
information. miscommunication.
Too much time spent 3 Delightful Duds Delays meeting Keep the benchmarks in mind. Revisit as
on problem solving and Décor SMEs benchmarks. needed.
instead of
development. Project Sponsor
Budget over-runs. 3 Delightful Duds Increase in design and Remind all parties of the agreed upon
and Décor SMEs development costs, budget. If a revision is needed to
and client accommodate changes, discuss with
Project Sponsor expenditures. Project Sponsor. Provide the rationale and
justification for changes.
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Problem Area Likelihood Problem Owner Possible Impact to Mitigation Plan
1–5 Project
Printing Production 1 Delightful Duds Delay printing of Company has offered to help with print.
Delays and Décor SMEs student and Worst case scenario out-source the
facilitators guides for printing production.
Project Sponsor training purposes.
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Assumptions
For timely completion of this project Delightful Duds and Décor and BluePrint
consulting, must adhere to the following responsibilities:
BluePrint Consulting is responsible for:
The design and development of all project deliverables as outlined in the
Project Deliverable section.
Timely completion of all project milestones as listed in the Project
Milestones section.
Monitoring and adhering to the project budget and schedule.
Maintaining communication with Jane MacKenzie, Project Sponsor, and
contacting her should there be any problems that affect the project’s
completion.
Constraints
The following constraints may limit the BluePrint Consulting’s ability to complete
the project on the agree upon scope:
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Holiday schedules may impact the availability of SMEs and Delightful
Duds and Décor's employees.
Employee turnover, whether by leaving the company or by promotion.
Call center shifts may limit some SME’s availability.
Increased workload by some SMEs may limit their availability for input
and/or review of training materials or product information.
Installation delay or unforeseen issues with the SimplyOrder software.
External Influences/Dependencies
The following external influences outside Delightful Duds and Décor and
BluePrint Consulting’s control could impact successful completion of this project:
System or power outages
Extreme weather conditions or natural disaster
Suppliers - copywriters and firms that design and produce the catalog’s
layout, photography, and printing
Changes in the economy that impact the Delightful Duds and Décor's
company or client base.
Installation delay or unforeseen issues with the SimplyOrder software that
occurs outside the workings of Delightful Duds and Décor.
Approvals
Project Manager
________ Emily Gates___________ November 20, 2018
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