PMPG 5012 Project Procurement Management

Assignment Name: Request for Proposal

Project Name: Credit Card Training Program

Instructor Name: Hama Qazi

Group Number: Group -2

Submission Date: July 02 , 2023
Course Section: Sunday, 13:00, Semester 1

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Group Participation RACI Chart

Section/Task (Marks) Gurmeet Juhi Shivam Kanwarroop Himanshu MO

Invitation Letter (0.5) R A I C I I

Company Background and R A C I I C

Objectives (0.5)

Scope of Work (1) C I R I C I

Staff Training Schedule (1) A R I I I I

Proposal Stipulations & I C A R C C

Requirements (2)

Vendor Submission, Bidder A R C C I I

Conference, Q&A Timeline
(1)

Vendor’s Response I I I A I R
Evaluation Criteria (2)

Vendor’s Response Content C I I I R A

(1)

Document Format, Editing R C I I A I

and proofreading (1)

Submission R I I I A C

Legend: Responsible(R), Accountable (A), Consulted(C), Informed(I)

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Invitation Letter

Request For Proposal

XYZ Credit Department

XYZ Financial Institute
Dundas Street
Toronto
ON M5B2R8

An intriguing new credit card is being offered by XYZ Financial Institution. XYZ Financial
Institution is now seeking bids from service providers who will be in charge of informing the
workforce about the new credit card that the company is getting ready to launch. If vendors are
interested in providing study materials in both English and French and have past experience
providing product and sales training, they may submit bids. The XYZ Financial Institution has
requested a proposal for Scotia Bank. If your organisation wishes to submit a proposal, kindly
follow the guidelines and requirements specified in the call for proposals that is included.

As a result, the Institution is granted the right to accept or reject any proposals made,
unconditionally and in the Institution's best interests, without consideration to any flaws found in
the aforementioned papers. After the proposals have been approved, the participants will be
notified. If a candidate's suggestion is also rejected, we will let them know. We appreciate you
participating and will shortly consider your suggestion.

GKSJHM
Project Manager
Scotia Bank

Company Background and Objectives

Company Background :
The XYZ financial institution is a reputable and long-standing participant in the banking and
financial services industry. The organisation is committed to provide cutting-edge and customer-
centric financial solutions to satisfy the changing needs of its clients. It has a sizable customer
base and a vast network of branches and call centres around the country. The GTA (Greater
Toronto Area) is home to the call centre, which is set up with two shifts. There are 300 qualified
employees, 30 of whom require training in French, while the remaining employees require
training in English. Five days will be dedicated to the training. French and English will be
spoken by the trainer with ease. We require a consultant who can plan, create, and conduct the
five-day classroom training.

Objective:
The primary objective of introducing a new credit card for Generation Z customers is to tap into

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the growing market of young professionals who seek a modern and convenient way to manage
their finances. This new credit card will provide features and benefits tailored to the unique
preferences and requirements of this demographic, including rewards programs, integration with
mobile apps, and contactless payment options. The institution aims to differentiate itself from
competitors by offering a high-quality and user-friendly credit card that caters to
the demands of this target market.

The target market for the new credit card consists of Generation Z individuals, encompassing
those born between 19th to 20 th Century. This demographic is characterized by its heavy reliance
on technology and a preference for convenience and flexibility. The credit card will be marketed
to young professionals seeking a credit card that aligns with their lifestyle and values. To ensure
maximum accessibility, the credit cards will be distributed through the call center and the
company website. The call center will provide personalized assistance to customers who prefer
applying for credit cards over the phone, while the website will offer a secure and user-friendly
online application platform.

The new credit card will go on sale on December 1, 2023, as planned. The $50,000 project
budget will pay for the costs of product development, design, and five days of training delivery.
The institution will efficiently deploy resources to make sure the project stays under budget and
launches by the scheduled date.

Scope of Work (Major Deliverables)

The project scope of work involves developing, organising, and delivering a training program for
call centre agents at Scotia bank. in order to support the introduction of a new credit card
targeted towards Generation Z. Its entails working with an outside vendor to arrange for the
delivery of the courses, making sure the training environment is suitable and that the resources
are available, and overseeing the training program’s execution within a predetermined budget.

Major Deliverables are:

Project Initiation: The project will start with the identification and listing of top training
vendors suitable for the project. The bank will then request training proposal from these vendors.

Vendor qualifications: The vendor should have experience delivering courses in both English
and French. Additionally, they should exhibit their proficiency in the financial industry and in
providing both in-person and online training.

Training Program Development: The vendor will be in charge of creating a training program
for 300 employees, 30 of whom need French language instruction. Employees should be
provided with the essential information and skills through the program to properly market and
service the new credit card product.

Training Program Execution: The vendor is supposed to carry out the training program over
the course of five days, splitting the 300 personnel up into manageable groups. For the length of

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the program, they should furnish their own computers and training materials.

Budget management: To ensure that all operations remain within the $50,000 planned budget,
this calls for thorough monitoring and control of the project's expenditure. To guarantee the
project's financial sustainability, the vendor is tasked with offering
resource-efficient solutions and controlling costs effectively.

Training Evaluation: This entails determining the success of the training plan. A feedback
process must be developed and put into place by the vendor in order to gauge how well
employees are learning new material, how satisfied they are overall, and how much they have
learned. These assessments will be crucial in determining the course's effectiveness and
suggesting changes for subsequent training sessions.

Project Closure Report: The vendor must deliver a thorough report detailing the project's
accomplishments, difficulties encountered, lessons gained, and new skills the staff members have
learnt when the project is over. Additionally, this report ought to include perceptions and
suggestions that can be useful for the formulation and implementation of future initiatives of a
similar nature.

Staff Training Schedule (1)

We need to organise training for 300 staff members over the course of five days, with 30 of these
individuals requiring French instruction. Because the operation is divided into two shifts, training
times can be divided similarly to minimise disturbance to the call center's activities. Here is a
suggested timetable:

Day 1- Batch A & B (Training on Product and Sales technique in English instruction):

Date Time Morning Shift (Batch A of Afternoon Shift (Batch B of

15) 15)
October 2, 8:00 AM - 10:00 AM Training Session -
2023
10:00 AM - 10:30 AM Break -
10:30 AM - 12:30 PM Training Session -
12:30 PM - 1:30 PM Lunch -
1:30 PM - 3:30 PM - Training Session
3:30 PM - 4:00 PM - Break
4:00 PM - 6:00 PM - Training Session

Table-1: Timetable for training on Product and Sales technique in English instruction for Batch-
A & B.

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Day 2- Batch C & D (Training on Product and Sales technique in English instruction):

Date Time Morning Shift (Batch-C of Afternoon Shift (Batch-D of

15) 15)
October 4, 8:00 AM - 10:00 AM Training Session -
2023
10:00 AM - 10:30 AM Break -
10:30 AM - 12:30 PM Training Session -
12:30 PM - 1:30 PM Lunch -
1:30 PM - 3:30 PM - Training Session
3:30 PM - 4:00 PM - Break
4:00 PM - 6:00 PM - Training Session

Table-2: Timetable for training on Product and Sales technique in English instruction for Batch-
C &D.

Day 3- Batch E & F (Training on Product and Sales technique in English instruction):

Date Time Morning Shift (Batch-E of Afternoon Shift (Batch-F of

15) 15)
October 6, 8:00 AM - 10:00 AM Training Session -
2023
10:00 AM - 10:30 AM Break -
10:30 AM - 12:30 PM Training Session -
12:30 PM - 1:30 PM Lunch -
1:30 PM - 3:30 PM - Training Session
3:30 PM - 4:00 PM - Break
4:00 PM - 6:00 PM - Training Session

Table-3: Timetable for training on Product and Sales technique in English instruction for Batch-
E & F.

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Day 4- Batch G & H (Training on Product and Sales technique in English instruction):

Date Time Morning Shift (Batch-G of Afternoon Shift (Batch-H of

15) 15)
October 9, 8:00 AM - 10:00 AM Training Session -
2023
10:00 AM - 10:30 AM Break -
10:30 AM - 12:30 PM Training Session -
12:30 PM - 1:30 PM Lunch -
1:30 PM - 3:30 PM - Training Session
3:30 PM - 4:00 PM - Break
4:00 PM - 6:00 PM - Training Session
Table-4: Timetable for training on Product and Sales technique in English instruction for Batch-
G & H.

Day 5- Batch I & J (Training on Product and Sales technique in French instruction):

Date Time Morning Shift (Batch-I of Afternoon Shift (Batch-J of

15) 15)
October 8:00 AM - 10:00 AM Training Session -
11, 2023
10:00 AM - 10:30 AM Break -
10:30 AM - 12:30 PM Training Session -
12:30 PM - 1:30 PM Lunch -
1:30 PM - 3:30 PM - Training Session
3:30 PM - 4:00 PM - Break
4:00 PM - 6:00 PM - Training Session

Table-5: Timetable for training on Product and Sales technique in French instruction for Batch-I
& J.

This timetable allows for plenty of time for training, breaks, and food breaks while causing the
least amount of interruption to the call center's regular operations.

Proposal Stipulations & Requirements

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Proposal Stipulations:

 Proposal must be submitted before the due and should address all the additional
requirements that may be required.
 The proposal must give proper detailed information for designing, developing, and
delivering the In-person training to all the employees.
 The bidders must specify the training methods, timelines and approaches that are to be
followed in the training programs.
 The proposal should provide a breakdown of costs, including a budget that does not
exceed $22,000 in total including service tax and HST if applied.
 Vendors must demonstrate their adaptability of the language requirements, with separate
training sessions for 30 employees who need to be trained in French language.
 Proposals should highlight the vendor's experience in targeting Generation Z customers
and emitting training programs to their preferences and behaviors.
 Vendors must provide references or case studies showcasing successful implementations
of similar training programs.
 All proposals should be submitted electronically to the designated contact person before
deadline.

Requirements:

 In-class Training: The selected vendor must perform, design, and deliver in class training
program to all the employees of the call center, focused with the field of knowledge.
 Training Duration: The training program should be conducted within the time boundary
of 5 days and not more than that.
 Training Batches: The training session can be conducted in 2 batches in a single day. The
bifurcation is to be done by the vendor itself regarding the number of employees they can
train per day or per batch.
 Training material: The financial institute will arrange the training room, seating,
projector, and Wi-fi facilities. However, the vendor is responsible for providing their own
laptop or laptops for training delivery.
 Language Requirement: Separate training sessions are required for the 30 employees who
need training in French. The vendor must be bilingual and should know how to speak
English and French.
 Target Audience: The training program should be tailored to suit Generation Z
customers, taking into consideration their preferences, behaviors, and communication
styles.
 Budget: The allocated budget for the vendor procurement is $22000. Vendors must
provide a detailed breakdown of costs, ensuring adherence to the specified budget.
 Training Location: The training sessions will take place at the Call Centre, which is
located in the Great Toronto Area (GTA).
 Eligible Employees: There are a total of 300 employees eligible for training within the
Call Centre from which 30 speak and understand French.

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  Confidentiality: All information provided in response to this RFP will be treated as
confidential and used solely for the purpose of evaluating proposals.

Vendor Submission, Bidder Conference, Q&A Timeline

1. Vendor Submission:
Activity Start Date End Date
Request for Proposal (RFP) August 1, 2023 August 1, 2023
Vendor Submission August 2, 2023 August 15, 2023
Deadline

2. Bidder Conference:
Activity Date End Date
Notification of Pre-Bidder August 16, 2023 August 16, 2023
Conference
Bidder meeting August 22, 2023 August 22, 2023

3. QA Timeline:
Activity Date End Date
Start QA Submission August 23, 2023 August 30, 2023
window
QA Submission Deadline August 30, 2023 August 30, 2023
Answers to QA September 6, 2023 September 6, 2023
Final Proposal Submission September 15, 2023 September 30, 2023
Deadline

Vendor’s Response Evaluation Criteria

Company experience and overview
The vendor must provide a detailed overview stating the experience of their company which is to
include their size, the organizational structure, their personal and company history of other
involved projects as well as referral from at least three clients. Relevant certification, Awards,
and or partnerships which demonstrate the ability of the vendor are all part of the key selection
criteria outlined for the project. The vendor is also to outline their experience in providing the
relevant experience in the banking and financial industry.

Training delivery and design

The vendor’s approach to delivering and designing the call center training program as well as
their methodology employed for assessed training needs, incorporated sales techniques and
Customer service techniques are to be outlined in the document which will be provided by the
vendor for selection criteria. The document must also highlight all interactive and innovative

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training methods which will be employed during the program. This can also include past training
methods which the vendor has employed for other customers. Examples of successful training
campaigns run by the vendor for previous projects is also to be outlined in this section of the
document. Customized training content is essential for the project.

Training in French language

Several calls center employees are also to be trained in French. The vendor must provide their
experience and expertise of training the employees in French language. A portion of the training
to a handful employees is to be delivered in French Hence, the vendor is to provide valuable
information on trainers who have past experience in the French language and how their
proficiency in French will be a valuable asset to the company. For the vendor to be selected, they
must present and detail the key strategy they will employ to ensure the 30 call center employees
will be effectively trained in the French language.

Training delivery schedule

A well-defined and scheduled plan of training is to be provided which Is to be delivered in two
shifts sections over a five-day period. The strategy employed by the company for training 300
employees is also to be outlined in this section of the document which is to explain the
effectiveness and efficiency of the knowledge transfer during the training assemblies.

Budget and pricing

All fixed costs, variable costs, operational costs, cost of sales and additional costs associated
with the project is to be provided in a detailed breakdown structure. If any additional costs are
associated with the French training portion of the program, it has to be clearly stated in the
contract. Accounts receivable, invoice process times and methods, payment terms and price
adjustments that may occur during the project are also to be outlined by the vendor. The vendor
must also detail any service charges that may be associated with their payment processor.

Project milestones and timeline

The vendor is to propose a set project timeline which is to include all key deliverables, sub
deliverables as well as milestones. Any dependencies, contingencies and risks involved with the
project that may impact the timeline schedule are also to be highlighted by the vendor. The
vendor must propose a way to track and report progress which is only to ensure a timely
completion of the program. The schedule is to be presented in a table form with the work break
ground structure highlighting the duration of each deliverable and sub deliverable.

Added value service and quality assurance

The vendor is also required to outline any value-added services and features that can be provided
by the contractor and explain how long term relationships and partnerships can be established
with the vendor for future projects. The vendor is also to highlight the quality assurances and
processes employed to determine the effectiveness of the training program. Any post training
support or follow-up activities are also to be outlined by the vendor.

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Vendor’s Response Expected Content

Confirmation of interest
The vendor would express their interest in providing the training services for the bank's Call
Centre employees.

Capability and experience

The vendor would highlight their competence and expertise in designing, developing, and
delivering training programs, specifically in the areas of product and sales techniques. They may
mention their relevant experience working with similar organizations or projects targeting
Generation Z customers.

Training approach
The vendor would outline their proposed training approach, including the training content,
methodologies, and techniques they intend to use during the 5-day in-class training sessions.
They may emphasize interactive and engaging training methods to ensure effective knowledge
transfer and skill development.

Schedule and logistics

The vendor would provide details on how they plan to accommodate the training for the 300
Call Centre employees in various batches. They would confirm their availability to conduct the
training on the specified dates and assure that they will bring their own laptop(s) for the sessions.
They may request additional information about the training room setup and seating arrangements
to ensure a conducive learning environment.

Language requirements
Since 30 employees require training in French, the vendor would address this requirement and
confirm their ability to provide the training in both English and French, ensuring that all eligible
employees can participate and benefit from the training.

Budget
The vendor would acknowledge the provided training budget of $50,000 and present their
pricing proposal, which should be within the allocated budget. They may outline any additional
costs or considerations that could impact the overall training cost.

Qualifications and references

The vendor would share relevant certifications, qualifications, or accreditations they possess,
along with references from previous clients or projects to demonstrate their track record of
delivering successful training programs.

Proposal submission
The vendor would conclude by stating their intention to submit a formal proposal that includes a
detailed breakdown of the training program, costs, timelines, and any other relevant information.

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They may also request any additional documentation or specifications needed to prepare their
proposal effectively.

Overall, the vendor's response would focus on assuring the bank that they have the necessary
expertise, resources, and flexibility to deliver high-quality training to the Call Centre employees
within the specified budget and timeline.

Approval Section
The approval section of the vendor's response would typically include the following:

Confirmation of acceptance
The vendor would explicitly state their acceptance of the terms and conditions outlined in the
bank's request for training services.

Compliance with requirements

The vendor would confirm their ability to meet all the specified requirements mentioned in the
bank's request, such as designing, developing, and delivering the training in-class over 5 days,
accommodating various batches of employees, and providing training in both English and
French.

Pricing and budget

The vendor would provide a detailed breakdown of their pricing proposal, ensuring that it aligns
with the allocated training budget of $50,000. They may specify any additional costs, if
applicable, and outline the payment terms and schedule.

Timeline and availability

The vendor would confirm their availability to conduct the training on the specified date,
December 1, 2023. They may also provide an estimated timeline for the training delivery,
including the scheduling of various employee batches.

Qualifications and references

The vendor would present their qualifications, certifications, and relevant experience that
demonstrate their expertise in delivering similar training programs. They may provide references
or testimonials from previous clients or projects to support their credibility.

Legal and contractual considerations

In addition to any appropriate contractual agreements, such as confidentiality agreements or
service level agreements, the vendor would mention their readiness to abide by any legal or
regulatory requirements.

Next steps
The vendor would outline the proposed next steps, such as submitting a formal proposal within a
specified timeframe, arranging a meeting or conference call to discuss further details, or any
other actions required to move the procurement process forward.

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Contact information
The vendor would supply their contact information, which would include the name, title, email
address, and phone number of the main point of contact in charge of overseeing the training
project. With this knowledge, the bank can get in touch and ask for explanations or start new
conversations.

The vendor hopes to reassure the bank that they are completely capable, willing, and prepared to
provide the necessary training services in accordance with the bank's needs and expectations by
presenting these components in the approval section.

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