Project Plan

Project Plan for
Team 3
November 22nd, 2015
Project Information (MO)

Project Name
This project will be referred to as PJ Enterprises Catalog Launch/Customer
Service Training.
Project Description/Overview
The purpose of this project is to design, develop, and deliver a training that is to be
completed by customer service supervisors and operators prior to an upcoming
catalog mailing. This face-to-face training program will replace a prior instructorled training program, which was designed and delivered by one of the individuals
who will serve as a subject matter expert for this project. A $400,000 budget has
been set for the project, with an end goal of increasing sales. PJE goals include a
net profit increase of $2 million that will require aggressive growth, primarily
through a focus on work environment, staff development, and customer service.
Phase one of this project was an extensive front-end analysis that incorporated
qualitative and quantitative research. Training has been deemed to be an
appropriate solution to some of the needs assessed; therefore, ID Solutions will
work with appropriate stakeholders, including SMEs, to develop, design, and
implement a training program. Following implementation, ID Solutions will
evaluate the training solution, seek client feedback, re-assess needs and revise as
appropriate. ID Solutions will create a training module template for the launch of
new products and catalogs to assist TOs in becoming better-informed about
products and quicker response the telephone orders. The template will be
customizable, allowing PJE to update the template as products are discontinued
and new products are introduced.
Project Purpose
The purpose of this project is to design, develop and deliver a training program to
PJE staff improving the customer service and working towards the company goal
of a net profit $2 million increase.
Project Management Plan

Team #3: Instructional Design Solutions
1
Business Objectives
The primary goal of this project is to improve customer service scores by 10%.
This includes an improvement in operator product knowledge, customer wait time,
calls taken per hour, and the overall customer experience. Better informed TOs will
be able to respond to telephone orders more efficiently, which helps PJ Enterprises
achieve objectives of 10% improvement on customer-service work toward the goal
of $7 million in annual sales.
Scope Statement (MO, CD, BY, KM)

Deliverables Included
To develop the training course, Instructional Design Solutions will deliver the
following documents:
This Project Plan which includes the project schedule and Gantt chart, work
breakdown structure diagram, change management plan, communication
management plan, and risk management plan.
The Design Document will specify course parameters including:
Course Objectives
Course Outline
Media used
Development Tools
Development Time
Support Requirements
Beta version of the Product Guide database, which is capable of comprising

all necessary product information, includes a search function, the ability to
add, modify or delete data, make queries/reports, and create automatic
backups.
Initial version of the Catalog Launch Training, which includes participant
and facilitator guides.
Initial version of the Customer Service Training, which includes a train-thetrainer reference guide, a participant guide, and participant handouts.
Final Revised versions of Catalog Launch and Customer Service Trainings.
Exclusions
Instructional Design Solutions will not provide the following items and/or
services:
Data entry for the order entry system to embed the product information.
Printing services for the participant, facilitator, and train-the-trainer guides.
Scheduling, session sign-up, and completion tracking.

2
Ensuring that SMEs provide reviews in a timely manner.
Providing a training room of appropriate size and accommodation for the

class.
Scheduling training time and notifying staff and ensuring their attendance.
Providing an HDMI-capable projector with full screen for learners to follow

along during training.
All communication with PJE employees.
Providing Internet access for the training.
Networked computers or laptops for use by each person who attends the
session (one per attendee).
Lunch or evening meals, drinks, and snacks for participants.
Project Completion Criteria

The following criteria will help all stakeholders understand when the project is
complete:
The database is functioning properly and is ready for training, including

the insertion of the 25 new products into the database.
The training documents are approved and training has been conducted
twice on January 20th and 21st, with a make-up session (if needed) at the
beginning of February.
The project evaluation has been conducted.
Project Plans (CMD, BY, KM)

Primary Plans (KM)
This project will follow the formal plans outlined in this document and other
supporting documents. These plans include:
Project schedule
Budget
Risk assessment
Communication plan
Design and development of instruction
Implementation of instruction

3
Scheduled Meetings (CMD)

Instructional Design Solutions has scheduled the following
Meeting
Frequency
Description
Kickoff
Once at beginning
of project
To ensure all stakeholders,

SMEs, and team members
involved in the project are aware
of the information in the project
charter. Will also discuss the
key milestones of the project,
tentative schedule, and project
parameters. Also the project
manager will answer any
questions about the project.
Walk-through
Once during
project
Review of Design Document

and plans to implement the
overall project. Read through
project plan and uncover any
possible issues or obtain
clarification as needed.
Problem-Solving
As Needed
To discuss any issues or barriers

that have arisen causing issues
with milestone deadlines or
project completion.
Sign-off
3 times as outlined
in the schedule.
To review the project as

milestones, as outlined, are
completed and obtain sponsor
sign-off.
Pre-training meeting
Once at end of
project, before the
training dates.
To ensure everything is prepared

for the training including PJE
responsible items and
scheduling of staff.
Results
Once 18-months
after training
completion.
To review analysis of training

results.
Scheduled Status Reports (CMD)

Instructional Design Solutions Project Manager, Kim Myers, will provide a status
report to the project sponsor, Jane MacKenzie, in writing, through reports emailed
4
every other Friday. The status report will be a brief review of the overall project
health, milestone accomplishments, and any issues that have arisen. These reports
will also review the need for changes to be made to the initial timeline as a result
of issues or barriers to completion from either party.
Assumptions (CMD)
Instructional Design Solutions is responsible for:
All stated deliverables.
Project Management for the development of the database and training, and
guides with regular status updates with the project sponsor.
Meeting deadlines and delivering quality solutions.
Timely completion of the project.
Monitoring and adhering to the project budget and schedule.
Providing PJ Enterprises with training documents that can be printed and

delivered to trainees.
If applicable, scheduling inexpensive and timely travel.
PJ Enterprises is responsible for:
Working with Kim Myers to determine an acceptable development and

training schedule.
Providing Subject Matter Experts with expertise in supervision, taking calls

and interacting with customers, database integration and for each to provide
input and review all deliverables.
Providing IT support as needed to ensure the database server is properly

networked to all operator stations.
Helping to manage the scope of the project to ensure deadlines are met and
the project stays within budget.
Providing adequate time for operators to attend training sessions.
Ensuring operators are paid for attending the training.
Providing Instructional Design Solutions equipment that will enable them to

successfully conduct the training. Equipment is defined as HDMI-capable
projector with full screen, an internet connection, and one networked
computer per student.
Providing all necessary source materials.
Providing communication with PJE employees including enough notice to

prepare for the training.
Scheduling, session sign-up, and completion tracking.
Drinks and snacks for participants.
Lunch or evening meals and drinks for participants.

5
A training room of appropriate size and accommodations for the class.
Printing for all course material.
The method of tracking student completion as needed for PJE records.
Constraints (CMD)
The following situations could prevent instructional Design Solutions and its
partners and staff from their ability to complete the project within scope:
The nature of shift-work and high turnover may affect the ability of
operators to attend training sessions if there is not enough staff to cover
shifts.
Staffing limits may impact the availability of primary and secondary SMEs
and create challenges in consistency of viewpoints that require time to
resolve.
The availability of Sheena Perez and other SMEs on a regular basis.
Availability of Bruce Bennett or IT to resolve any technical issues in a

timely manner.
Bandwidth or other issues that slow computer speed during training.
External Dependencies (CMD)

External factors that may hinder the successful completion of this include:
Any factors relating to the business partnership with or commitment of

Database Solutions LLC.
Unseasonably large amounts of snowfall on the days of the training may

impact attendance or prevent caterers from delivering lunch.
Weather issues that cause power failures and the network to crash during
training.
Project Approach (BY)

For this project, Instructional Design Solution will use the ADDIE process:
Analyze effectiveness of current training, needs, goals, and solutions
Design a comprehensive product database including all necessary product

information including powerful search capability, the ability to add,
modify or delete data, make queries/reports, and create automatic backups.
ID Solutions also create the document design that the training outlines
with learning objectives, instructional strategy and assessment aligned
together.
Develop a consistent instructor-led training program for PJE that includes

a discussion of new products and how to effectively use the full product

6
guide, as well as customer service training. In addition, IDS will create a

Participant Guide that will include job aids for using the product database
and current PJE order entry system.
Instructional Design Solutions will conduct two day and evening training
sessions in January and one make-up session in February, the training will
be highly interactive, providing numerous opportunities for demonstration,
practice, scenarios, assessments and quizzes.
The evaluation will be conducted to assess training effectiveness and the

results will be reported to all stakeholders.
Milestones (CMD)
Milestone
Design Document
Prototype of Product Guide Database
Develop Training
Product Guide Database
Catalog Launch/Customer Service Training
Evaluate and Revise Training
Completion Date
12//2015
12/11/2015
12/18/15
1/2/16
1/20/16, 1/21/16, and
2/2/16
2/9/16

7
WBS Diagram (CMD)

8
Schedule (BY)
PJE Catalog Launch/Customer Service Training

Task
Who
KM, CMD, MO, BY
23Nov
23Nov
KM, CMD, MO, BY
26Nov
Analysis
Job Task Analysis
Database Specifics Analysis

Training Design
Write Course Outline, Document Objectives and
Course Specifics
Create Assessments
Determine instructional Methods
Star
t
Due
3-Dec
CMD
MO
MO
3-Dec
3-Dec
4-Dec
Write Design Documents
CMD
Submit Design Document for Review
KM
Stakeholders Review Design Document
JM
Make Modifications to Design Document
MO
Stakeholders Verify Modifications
JM
7-Dec
10Dec
10Dec
14Dec
17Dec
18Dec
2-Dec
3-Dec
4-Dec
Sign-off from Stakeholders on Design Document

Database Design
Create Design Standards & Requirement
Hand-off Specifics to Contracted Database Designer
Database Solution, LLC to Design Database for PJE
Products
Submit Database Prototype for Review
Stakeholders review the Database Prototype
Database Solution, LLC Make Modifications and
Complete Database
Stakeholders Verify Modification
Signoff from Stakeholders on Database Design
KM
BY
KM
DD
DD, KM
JM
DD
JM
KM
5-Dec
11Dec
10Dec
14Dec
17Dec
3-Jan

9
2-Dec
2-Dec
2-Dec
18Dec
6-Dec
6-Dec
6-Dec
10Dec
10Dec
13Dec
16Dec
18Dec
18Dec
11-Jan
4-Dec
4-Dec
10Dec
11Dec
13Dec
2-Jan
18Dec
3-Jan
Add 25 new Catalog Products into Database for

Training
DD
Develop
Write Training Materials
CMD
Create Facilitator Guides
MO
Create Participant Handouts/Guides

Develop and Insert Assessments into Facilitator &
Participant Guides
MO
MO
Develop Visual Content for Training
MO
Create Job Aids
MO
Create Train-the-trainer Reference Guides

Submit Materials to Stakeholders for Review
Stakeholders Review Document
Make Modifications
Stakeholders Verify Modifications
Sign-off from Stakeholders on Training Materials
Implement
Train Employees on Scheduled Training Dates
Train Employees on Scheduled Training Dates
Make-up Training on Scheduled Training Dates
Database Team will Review Programming with PJE IT
for Hand-off
Train-the-Trainer Review for Future Trainers
Evaluation
MO
KM
JM
MO, CMD
JM
KM
BY
BY
BY
DD
MO
Create Evaluation Plan
MO
Conduct Evaluation
KM, CMD, MO, BY
Gather Evaluation Data
KM, CMD, MO, BY
Analyze Data
Report Results
Final Evaluation
KM, CMD, MO, BY

KM
KM, CMD. MO, BY
4-Jan
21Dec
21Dec
21Dec
21Dec
21Dec
21Dec
21Dec
21Dec
5-Jan
5-Jan
7-Jan
13-Jan
15-Jan
20-Jan
20-Jan
21-Jan
2-Feb
3Jan
22-Jan
22-Jan
28Nov
22-Jan
& 3Feb
25-Jan
& 3Feb
26-Jan
& 4Feb
9-Feb
8-Aug
Gantt Chart (BY)

Please see the full document, submitted as an addendum to this document.
10
15-Jan
15_Jan
4-Jan
4-Jan
4-Jan
4-Jan
4-Jan
4-Jan
4-Jan
5-Jan
7-Jan
12-Jan
15-Jan
15-Jan
9-Feb
20-Jan
21-Jan
2-Feb
5- Jan
22-Jan
9-Feb
29Nov
25-Jan
& 3Feb
25-Jan
& 3Feb
27-Jan
& 5Feb
9-Feb
8-Aug
Change Management Plan (MO)

Instructional Design Solutions proposes that the entire project team use the process
outlined below to manage changes to project scope.
Purpose
The purpose of a Change Management Plan is to provide a formal process for
controlling changes to the approved scope of the project.
Goals
The goal of the Change Management plan is to ensure that changes to the scope are
judiciously controlled throughout the project life cycle.
Change Control Process

The Change Control Process provides a means for controlling changes to the scope
by identifying, documenting, approving or rejecting changes to project
deliverables. This process includes the following change management activities
outlined in the stage table below:
Stage
1.
2.
3.
4.
5.
Person Responsible
Actions
Any stakeholder
Identifies the necessary change that may

happen, needs to happen, or may have
already happened
Any stakeholder
Submits a Change Request form to the

Project Manager
Project Manager
Evaluates the impact of the change on

the project and determines whether or
not to escalate the issue
Project Manager, Project

Sponsor and all affected
stakeholders
Reviews the change request and

discusses corrective action
Project Sponsor
Approves, Delays, Rejects the change

11
Stage
6.
7.
Person Responsible
Actions
Project Manager
Verifies action was taken and updates

and makes changes to all documentation
including the scope, budget, schedule,
and project plan
Project Manager
Document the impact of the change
Responsibilities
The following parties are listed below along with their responsibilities:
Person Responsible
Responsibilities
Determines an issue that will affect scope

Any stakeholder
Immediately submits a Change Request to the Project

Manager
Receives change request
Project Manager
Evaluates the impact of the change on the project

using expert judgement and determines whether or not
to escalate the issue.
Escalated change request
Project Manager
If it is determined that the issue is likely to affect the

scope, the project manager meets with the project
sponsor and relevant stakeholders to discuss the
change request and recommend preventative or
corrective action.
Recommended Action
Project Sponsor
Rejects, Delays, or Approves requested change and

corrective action
Rejects Change
Project Sponsor
Change is determined not to affect scope in a negative

way, no action is taken.

12
Person Responsible
Responsibilities
Delays Change
Project Sponsor
Corrective action is delayed based on expert

judgement until further investigation is performed.
Approves Change
Project Sponsor
Corrective action signed-off and taken to mitigate

change in scope and bring project back into alignment
with the project management plan.
Implements Corrective Action
Project Manager
The project manager prioritizes multiple, competing

changes if required, recommendations are
documented, tasks are delegated to the appropriate
staff, all documentation including the scope, budget,
schedule, and project plan are updated accordingly.
Corrective Action Verified
Project Manager
Corrective action is verified and communicated to the

project sponsor, the impact of the change is recorded,
and the change management process closed.

13
Communication Plan (BY)

Purpose and Goals
PJ Enterprises comprehensive communication plan should clearly convey the
company vision, goals, policies, and upcoming changes so that all employees have
a better understanding of these changes. In this case, the companys ambitious goal
is to increase net profit by $2 million through a focus on improved work
environment, staff development and customer service. Communication methods
selected and tone may significantly impact how employees receive the
information. Reciprocal communication will increase employee buy-in, helping to
ensure their full cooperation as changes are implemented.

14
Recommendations to PJ Enterprises on Messages to Address Impact of

Project
PJ Enterprises management needs to explicitly explain the importance of the
training to the success of company goals, as well as the ways in which employees
may benefit from these professional development opportunities. PJ Enterprises
should consider sharing customer service complaints with employees at all levels
so that everyone is aware of the current performance issue, and therefore, supports
the companys plans to address issues. PJE administration should update the
project status to all stakeholders to get their support and ensure the project runs
smoothly. Information on the mandatory training and schedule should also be
distributed to all employees. PJE could set up a message board for employees so
they can report issues and concerns, as well as give ongoing feedback that will
assist in the fulfillment the project goals.

15
Challenges and Opportunities

Audience
Telephone Operators
Supervisors
Sponsor
Challenge
Might resist
the training
due to
schedule
conflicts
Might resist
the training
and
supervising
duties
Might not
have time to
meet with
employees
frequently
Message to address challenge
Channel
Responsible
The training will be mandatory for all

employees to improve customer
service and familiarize TOs with the
product information guide database.
The training will greatly help
everyone handle customer requests
and quickly find product information.
The training will be conducted twice
in January to cover the different
shifts, with one make-up in February.
The company will provide lunch and
coffee during the training. Follow-up
evaluation will be conducted to
measure training effectiveness.
Flyers,
monthly
meetings,
email and
one-onone
meeting
Supervisors
The training will be mandatory for all

supervisors to familiarize with
product information guide database
and improve the customer services.
The training will greatly help
supervisors solve the problem and
spend more time to support TOs. The
training will be conducted twice in
January to cover the different shifts
and one make-up in February. The
company will provide lunch and
coffee during the training. The
follow-up assessment will be given to
make sure the training effectiveness.
Internal
SharePoin
t site for
managem
ent,
Flyers for
superviso
rs,
monthly
meetings,
group
email and
one-onone
meeting
Sponsor
The company will set up a message

board to allow employees at all levels
to share requests and give ongoing
feedback on the project. The
suggestions will be reviewed by
management regularly. The person
whose suggestion has been adopted
will be rewarded with incentives.
Monthly
meetings
and flyers
PJE HR
Date
12/1/15
1/20/16
1/21/16
2/2/16
12/1/15
1/20/16
1/21/16
2/2/16
12/1/15
Risk Management Method (MO)

Instructional Design Solutions will track and monitor any unforeseen risks and
those outlined in the Project Charter using a risk register that includes the
following information:
Date risk identified

16
Description of the risk including root causes and assumptions
Owner assigned to investigate the risk
Likelihood of risk (using the following scale: 1 - very low, 2 low, 3

moderate, 4 high, 5 very high).
Does risk affect one of the following: Cost, Time, Scope, Quality
Rate the impact of risk on Cost, Time, Scope, Quality (using the following
scale: 1 - very low, 2 low, 3 moderate, 4 high, 5 very high).
Risk Category: potential causes including Technical, internal, external,

environmental, or organizational
Contingency Plan: Response to risk as determined by Risk Analysis
Evaluation of response
Project Plan Approvals

Approvals
Approved by:
Name
Role
Signature
Date

17
Appendix A : Job Task Analysis (KM)

18

19
Appendix B : Course Outline (KM)

Customer Service and Catalog Launch Training Outline Team 3
Lesson 1: Course Introduction
A) Introduce facilitators
B) Introduce customer service supervisors and TOs
C) Preview topics included in training and schedule of the day
D) Ask attendees to submit questions
a. Review questions during the break to address any items that may not be discussed
E) Exercise
F) Pre-test
Lesson 2: PJE Customer Service Protocols
A) Introduction
B) Discuss supervisor annual review and revision process
C) Review of customer service protocols
D) Trainings upon hire and annually
E) Communicate concerns and questions to customer service supervisors
a. Chain-of-command
b. Procedure
c. Reporting options
d. Reporting unethical behavior
F) Practice/role-play
G) Review and summary
H) Assessment
Lesson 3: General Customer Service Procedures
A) Introduction
B) Answering the phone
1) Connecting to the call
2) Greeting
3) Investigating the nature of the call
a. Placing a new order
b. Changing an existing order
c. Tracking an order
d. Returns
e. Technological difficulties
20
f. Other customer service concerns

4) Retrieving customer information
5) Confirming customer information
6) Updating customer information
7) Entering new customer information
8) Interpersonal communication skills
a. Voicetone, pitch, volume, quality
b. Pronunciation
c. Responding to customer questions
d. Responding to customer concerns
C) Activity: Evaluating sample calls
D) Asking questions
1) Clarifying questions
2) Open-ended questions
3) Clearinghouse questions
4) Customer Responses
E) Elevating calls to supervisors
1) Attempt to resolve customer questions and complaints
2) Follow PJE customer service protocols
3) Elevate customer calls to a supervisor per customer request
4) Offer to elevate calls as appropriate
F) Reporting activities to customer service supervisors
G) Maintaining customer records
H) Practice/role-play
I) Review and summary
J) Assessment
Lesson 4: Customer Orders and Returns
A) Introduction
B) Catalog Launch
1) Review of key new products
2) Review of discontinued products
3) Product guide database
4) Using the product guide database
a. Looking up products in the guide
b. Communicating product details
c. Ask customers clearinghouse questions
21
d. Offer options for further assistance

C) Placing orders
1) Looking up items in the product guide
2) Entering orders
3) Assisting customers with submitting online order
D) Tracking orders
1) Looking up orders
2) Communicating location and delivery information
E) Returns
1) Answer calls
2) Enter return information
3) Communicate return process to customers
4) Quality control data entry
5) Supervisors and TOs follow-up
F) Elevating calls to supervisors
1) Attempt to resolve customer questions and complaints
2) Follow PJE customer service protocols
3) Elevate customer calls to a supervisor per customer request
4) Offer to elevate calls as appropriate
G) Practice/role-play
H) Review and summary
I) Assessment
J) Telephone Operators dismissed
Lesson 5: Train-the-Trainer for Customer Service Supervisors
A) Introduction
1) Review of lessons 1-4
2) Discussion
B) Review and revision of customer service protocols
C) Responding to customer calls that have been elevated by TOs
1) Answering the phone
2) Resolving customer questions and complaints
3) Following-up with TOs
D) Supervisory skills
1) Supervising TOs
2) Addressing behavioral issues
3) Addressing policy violations
22
4) Conflict mediation
5) Conducting performance reviews
6) Rewarding excellent service
7) Leading by example
E) Facilitating TO training
1) PJE customer service protocols
2) New TO training
3) Annual TO training
F) Role-play scenarios
G) Review and Summary
H) Assessment

23

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Project Plan for

Project Information (MO)

Project Management Plan

Scope Statement (MO, CD, BY, KM)

The Design Document will specify course parameters including:

Beta version of the Product Guide database, which is capable of comprising

Printing services for the participant, facilitator, and train-the-trainer guides.

Scheduling, session sign-up, and completion tracking.

Project Management Plan

Ensuring that SMEs provide reviews in a timely manner.

Providing a training room of appropriate size and accommodation for the

Providing an HDMI-capable projector with full screen for learners to follow

All communication with PJE employees.

Providing Internet access for the training.

Lunch or evening meals, drinks, and snacks for participants.

Project Completion Criteria

The database is functioning properly and is ready for training, including

The project evaluation has been conducted.

Project Plans (CMD, BY, KM)

Design and development of instruction

Project Management Plan

Scheduled Meetings (CMD)

To ensure all stakeholders,

Review of Design Document

To discuss any issues or barriers

To review the project as

To ensure everything is prepared

To review analysis of training

Scheduled Status Reports (CMD)

All stated deliverables.

Meeting deadlines and delivering quality solutions.

Timely completion of the project.

Monitoring and adhering to the project budget and schedule.

Providing PJ Enterprises with training documents that can be printed and

If applicable, scheduling inexpensive and timely travel.

PJ Enterprises is responsible for:

Working with Kim Myers to determine an acceptable development and

Providing Subject Matter Experts with expertise in supervision, taking calls

Providing IT support as needed to ensure the database server is properly

Providing adequate time for operators to attend training sessions.

Ensuring operators are paid for attending the training.

Providing Instructional Design Solutions equipment that will enable them to

Providing all necessary source materials.

Providing communication with PJE employees including enough notice to

Scheduling, session sign-up, and completion tracking.

Drinks and snacks for participants.

Lunch or evening meals and drinks for participants.

Project Management Plan

A training room of appropriate size and accommodations for the class.

Printing for all course material.

The method of tracking student completion as needed for PJE records.

The availability of Sheena Perez and other SMEs on a regular basis.

Availability of Bruce Bennett or IT to resolve any technical issues in a

Bandwidth or other issues that slow computer speed during training.

External Dependencies (CMD)

Any factors relating to the business partnership with or commitment of

Unseasonably large amounts of snowfall on the days of the training may

Project Approach (BY)

Analyze effectiveness of current training, needs, goals, and solutions

Design a comprehensive product database including all necessary product

Develop a consistent instructor-led training program for PJE that includes

Project Management Plan

guide, as well as customer service training. In addition, IDS will create a

The evaluation will be conducted to assess training effectiveness and the