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Team #3
March 27, 2016
Project Information
Project Name and Description
PJ Enterprises, a six year old retail store and mail order catalog company has hired
Team 3, Inc (T3I) to develop curriculum for catalog training. T3I met with the
management team at PJ Enterprises and it was agreed that T3I would conduct a
performance analysis to take a closer look at the overall operation to ascertain the
exact training needs of the company.
PJ Enterprises management articulated that they have had a high turnover in
personnel, particularly with customer service employees. Also, customer
complaints regarding the service received from the telephone operators have
increased 30% over last years numbers for the same time frame. With these
factors in mind, the company has set some business objectives to include focus on
quality and customer service with a goal set for a ten percent increase in customer
service scores. PJ Enterprises is also focused on cultivating a quality work
environment and staff development.
T3I has focused on several areas of concern, including management, supervisors,
and telephone operators, and has compiled some findings and proposed solution
options. PJ Enterprises has given T3I permission to gather and compile this data
into a comprehensive report. The analysis revealed a priority need for
comprehensive telephone operator training to include updating the paper catalog
into an electronic, searchable file and instructor led operator skills training. As
discussed with Jane MacKenzie, Director of Sales Support and Project Sponsor,
T3I has agreed to move forward with this proposal.
Project Manager
The Project Manager is Pamela Jacobsen of T3I. She has been in contact with
Jane MacKenzie, the Project Sponsor, and will continue to communicate with Jane
on the project.
Project Sponsor
Jane MacKenzie is the Project Sponsor at PJ Enterprises.
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Stakeholder
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Telephone Operators
Description of Work
Project Purpose
The purpose of this project for PJ Enterprises is to increase the quality of customer
service provided by telephone operators and decrease customer complaints against
the operators.
Business Objectives
The proposed solutions will support the following business objectives of PJ
Enterprises:
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Project Deliverables
Sea
Not
Description
An outside
vendor will be
sourced to create
an electronic file
of the product
catalog with a
built in search
feature.
Telephone
operators will be
able to enter a
keyword in the
search box (or
use the Ctrl+F
keyboard
command) to
quickly locate
products in the
catalog.
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Description
Deliverables In Scope
Project Charter
Project schedule
Design Document
Job Aids
Status reports
Evaluations
Final report
Out of Scope
The following are items considered to be outside the scope of this agreement:
Additional job aids outside of the specific listed job aids outlined in the
deliverables
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Job Aids
Evaluation Plan
Final report
Project Parameters
Budget
Budget reflects cost of developing training for current staff. Note that the Cost
estimates will vary by +/- 10%.
Deliverable
/Solution
Type of Training/
Deliverable
Seat Time
or Scope
Figure
Total
Hours
Estimate
d
Cost
Develop
Instructor Led
Training for
current staff
Training on customer
service topics and how
to use the searchable
product guide
8 hours
340-400
34,00040,000
Develop
electronic
product guide
Catalog
Vendor
0 hours
Included
in cost of
paper
catalog
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Role
Responsibilities
Est. Hours
Needed
Pamela Jacobsen
Project Manager
50
Jessica Ireland
Project
Coordinator
Analyzes weekly
deliverables and
develops meeting
agendas. Takes notes
during meetings and
posts minutes.
40
Name
Role
Responsibilities
Oshea Ricks
Business
Analyst
Researches business
practices and needs.
Suggests solutions that
appropriate for client
organizational and
business needs.
40
Erin Abbott
Instructional
Designer
190
Rachel Donald
Technical Writer
80
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Est. Hours
Needed
400
Jane McKenzie
Director of Sales
Support
40
Ray Johnson/Sheena
Perez
Assistant
Merchandising
Manager
Coordinates
implementation of
electronic catalog.
Review training
materials
60
SME/Reviewer
Customer
Service
Supervisors
Customer service
supervisors serving as
SMEs who will provide
input and review of
training material for
accuracy
40 Each
Name
Paula Moore and
Rosalinda Gomez
Role
SME/Reviewer
Telephone
Operators
Responsibilities
Customer Service Reps
serving as SMEs who
will provide input and
review of training
material for accuracy
Est. Hours
Needed
40 Each
Project Milestones
Milestone
Date
June 1, 2016
July 1, 2016
August 3, 2016
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Likelihood
15
Problem Owner
Possible Impact to
Project
Mitigation Plan
Turnover
Jane
Sarah Commons
& Maria Gomez
11
Problem Area
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Likelihood
15
Problem Owner
Possible Impact to
Project
Mitigation Plan
Budget
Jane
Timeframes
Jane
Needed resources
unavailable
Jane; Ray
Johnson
Electronic product
reference guide is not
completed in time for
training
Vendor
Communicate frequently
with vendor to ensure
timely completion
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Assumptions
PJ Enterprises is responsible for the following:
All Subject Matter Experts (SMEs) have been identified and will remain
in their roles throughout the project
Meeting schedules
Constraints
The following could constrain T3I in completing the project:
Competing projects
External Influences/Dependencies
The successful completion of the project will depend on the following external
influences:
Approvals
Role
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Signature
Date
___________________________________
_____________________
___________________________________
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