Project Plan

SimplyOrder and New Product Training

by Coast to Coast Design Group

4/22/2018

Project Information

Project Name

This project will be referred to as Best Products, Inc. SimplyOrder and New Product
Training.

Project Background and Description

Best Products, Inc. has contracted Coast to Coast Design Group (CCDG) to provide
training solutions that will assist the organization in meeting its goals of:

● $7 million in total sales

● $3 million in catalog sales
● $4 million in internet sales
● 40% increase in customer lists
● Net profit of $2 million

Best Products, Inc. believes that an increase in knowledge and skill in describing the
features and benefits of the products in the catalog and in answering questions not
answered in the online information is necessary to increase catalog sales and reduce the
number of customer complaints.
Following a review of the performance analysis with the project sponsor, Coast to Coast
Design Group agrees to design and develop the instructor-led training (ILT) program on
the new order entry system, SimplyOrder, and new product training.

Coast to Coast Design Group will work with appropriate stakeholders and SMEs to design,
develop, and implement this solution. Following implementation, Coast to Coast Design
Group will evaluate the solution, obtain client feedback, reassess needs and revise as
appropriate.

Project Purpose

The purpose of this project is to provide Best Products, Inc. with a training solution to
improve the performance of their telephone operators and customer service supervisors.
The focus of the project is to expand product knowledge and increase usability of the new
order entry system. Our goal is to enhance customer satisfaction and increase corporate
revenue.
 Business Objectives

The improvement in customer satisfaction will assist Best Products, Inc. with meeting their
business objectives of increasing profitability, maintaining or exceeding projected targets,
and improving customer-service scores. This includes an improvement in telephone
operator catalog product knowledge, customer wait time, and the overall customer
experience.

Telephone operators will receive the appropriate training and tools to respond to telephone
orders more efficiently. Consequently, this will help Best Products, Inc. achieve objectives
of 10 percent improvement on customer-service scores and eventually maintain aggressive
growth up to $7 million in annual sales.

Scope Statement

Deliverables Included

CCDG will deliver the following documents to Best Products, Inc. created during the
development of the training course:
● Slides and/or graphics/images needed for SimplyOrder and New Product Training.
● QuickStart Guide for managing product information job aid.
● Design document for SimplyOrder and New Product training.
● Facilitator guide, including activity materials, for SimplyOrder and New Product
Training.
● Participant Guide for SimplyOrder and New Product Training.

Exclusions

The following items are not included (or implied) and would be considered out-of-scope
for the training course:
● Data Entry for new online catalog or quarterly updates.
● Determining policy and standard changes.
● Development of pre-shift huddles.
● Additional training or formation of any job aids/reference materials, not
specifically incorporated in the Deliverables Included section.
● Consultation concerning employee incentive programs.

Project Completion Criteria

This project will be complete when the SimplyOrder and New Product Training and all
specified deliverables are signed off on and delivered to Best Products, Inc.

Project Plans

Primary Plans

This project plan includes the following strategies for the successful completion and
implementation of the Best Products, Inc. SimplyOrder and New Product Training:
● Budget Estimate of Hours and Cost: 160/200 hours, $8,000-$10,000
 ● Project Status Reports: Internal and external to provide high-level details of current
state of project (deliverables status, etc.)
● Schedule including Work Breakdown Structure (WBS), Gantt chart
● Design Document
● Change Management Plan
● Communication Plan

Scheduled Meetings

Meeting Frequency Attendees Description

Project Kickoff CCDG
Onceteam, Project Sponsor, Manager of New
Sales Systems
(external)
Installation, IT
SimplyOrder SMEs,
Customer Service and
Sales Standards SMEs,
Product Information
SME
In-person meeting to
serve as official
project starting point.
High-level review of
all deliverables and
timelines.
Introduce CCDG to
Best Products, Inc.
core project team.

CCDG Project Weekly All CCDG team (Via conference call)

Team Meetings members
All-staff meetings
(internal)
designed to: review
milestones, timelines,
sign-off points,
discrepancies, etc.
Produce client project
status report to send
to project sponsor

Project Status w/Project

Bi-Weekly
Manager (PM), Project Sponsor (Via conference call)
client (external)
(may be moved Receive feedback from client to ensure on
to weekly closer track, if any items are
to deliverable missing, etc.
date)
 Meeting Frequency Attendees Description
New Product & Order Weekly SMEs, Transfer of
Entry Information Instructional information for
(external) Designers, PM additions and
changes;
clarification/accuracy
of content sequence

Change Request Review As needed Change Control Review and approve

Board disposition of project
change requests

Instructional Design Weekly (more Instructional (Via conference call)

(internal) frequently if Designers, PM
Review sections, status Updates, discuss any
needed)
changes in layout, etc.
that may have arisen
in PM meeting with
client

Technical Writers Weekly Technical (via conference call)

(internal) Writers, PM
Review and edit ID
docs

Project Hand-off Meeting Once CCDG, Project In-person

(external) Sponsor, (may
Review project - high
add others if
level components:
requested by
Project Sponsor) Client impression of
project – success?
Deliverables to client
– ensure all parties
have what they need?

Project Debrief (internal) Once CCDG team What worked, what

would be done
differently, client
satisfaction/team
satisfaction

Scheduled Status Reports

The PM will provide a status report to the project sponsor at their weekly scheduled
meetings.
Assumptions

Coast to Coast Design Group is responsible for:

● Determining dates for training and communicating those dates to the project
sponsor.
● Delivering valuable, high-quality, solutions for training needs.
● Ensuring all deliverables are completed.
● Meeting target dates of completion.
● Completion of entire training project (excluding IT parts).
● Adhering to the agreed upon budget.
● Ensuring Best Products, Inc. is given the newly developed training materials
to be printed and distributed to telephone operators and supervisors for use
in classroom training and beyond.
● Informing Jane MacKenzie, the project sponsor, of any project-related issues
that may arise.
● Providing instructor-led, classroom-based training to telephone operators
and supervisors.
● Consultation services to Best Products, Inc. IT department, to provide
recommendations for information design concepts and guidance for what
detailed product information needs to be included in the new database within
the new SimplyOrder entry system.
● Ensuring the scope of this project does not change. But if it should, the
project will follow an approval process for changes presented.

Jane Mackenzie (Project Sponsor), and the Best Products, Inc. team, are responsible
for:

● Working with the project manager of Coast to Coast Design Group to

determine an acceptable schedule of availability for consultation with key
members of IT.
● Communicating to project manager of Coast to Coast Design Group the time
schedule on those training dates for each training session (AM and PM).
● Communicating with telephone operators and supervisors to schedule who will
attend each training.
● Providing adequate time for telephone operators/supervisors to leave the floor
to attend an entire session for training.
● Record-keeping of staff completion of training.
● Recording of the instructor-led training sessions as a reference for new
trainers.
● Completion of all technical improvements, hardware configuration upgrades,
and addition of workstations prior to the initiation of training.
● Ensuring the installation of the SimplyOrder entry system is complete and its
functionality as an entry system remains on schedule with customization.
● Providing appropriate training room facilities including: workstations,
computers and projector, and that they are all in good working order.
● Ensuring that the company server (with the installed and customized order
entry system) is properly connected to all computers at workstations and to
trainer’s computer prior to training.
 ● Providing designated Subject Matter Experts (SMEs) Telephone Operators as
well as Supervisors, be part of the planning team for input and review.
● Sharing existing PowerPoint presentation used for training and other existing
training materials with Coast to Coast Design Group.
● Notifying Coast to Coast Design Group if there are any changes in the key
contacts (SMEs) provided for SimplyOrder, Customer Service and Sales
Standards, Product Information, or Computers/ IT Equipment.
● Ensuring network for new database will be made available, as well as any
needed communication tools (such as issue tracking software, or social intranet
software as a central portal for communication).
● Any refreshments for training.

Constraints

The following situations, should they arise, will constrain or restrict Coast to Coast Design
Group’s ability to implement the project:

● Limited availability of SMEs for project planning and training due to possible
variance in work hours.
● Differences in work shifts between SMEs (telephone operators and IT) will
constrain IT’s availability/ability to assist with any unforeseeable technical
difficulties.
● IT’s potentially limited knowledge of adult learning principles, training needs for
use of the new order entry system, or new features to be included in the new
product database.

External Dependencies

The successful completion of this project is dependent on the following external influence:
● Inclement weather might impede or delay work attendance on the dates of the
scheduled training. Inclement weather may also cause power outages which could
impact ability to complete training as well.

Project Approach

CCDG will use the ADDIE model to design and develop the Best Products, Inc.
SimplyOrder and New Product Training course. CCDG will:
● Evaluate and analyze data from Performance Analysis and Telephone Operator
Job Task Analysis; incorporate feedback from Product Information SME to
ensure product training focus aligned with telephone operator needs
● Create learning objectives based on data analysis specific to what task(s) the
learner should be able to do once training session has been completed (based
on the stated business goals)
● Determine critical path vs nice-to-have
● Determine appropriate media (e.g., video, PowerPoint, guided discussions,
computer-based tasks to provide hands-on practice) and delivery of tasks
● Design list of training materials to include hands-on activities - allowing
practice of new skills in training environment
 ● Develop outline for each section to build on the skills learned in the previous
lesson scaffolding
● Determine assessment criteria (how to objectively measure learner skills)
● Create design document for client review/approval; receive sign-off
● Make any needed adjustments to design document (based on client feedback)
● Create job aids, facilitator and participant guides
● Conduct pilot test with appropriate SMEs; collect feedback; revise course
deliverables as needed
● Conduct training sessions
● Evaluate success of training solution after all sessions have been completed

Milestones

Milestone or Activity Deliverable Target

Date

Design Document April 20, 2018 4/20/18

Product Information Look/Feel May 1, 2018 5/01/18

Instructional Materials June 10, 2018 6/10/18

Pilot Training June 14, 2018 6/14/18

Final Course Materials June 17, 2018 6/17/18

WBS Diagram

Schedule

Task Start Date End Date Responsible

Individual(s)

1. Analyze

Assess 3/20/2018 4/2/2018 CA,BL,RJ,RS,CS

Performance and
Training Needs

Conduct 3/20/2018 4/2/2018 CA,BL,RJ,RS,CS

Interview

Do Observations 3/20/2018 4/2/2018 CA,BL,RJ,RS,CS

2. Design

Define Learning 3/27/2018 4/3/2018 CA,BL,RJ,RS,CS

Objectives
 Create 3/27/2018 4/10/2018 CA,BL,RJ,RS,CS
Assessments

Design 3/27/2018 4/20/2018 CA,BL,RJ,RS,CS

Documents

Submit Materials 4/23/2018 4/25/2018 CA,BL,RJ,RS,CS

for Client
Review

Revise Materials 4/26/2018 4/30/2018 CA,BL,RJ,RS,CS

Submit for Client 4/30/2018 5/4/2018 CA,BL,RJ,RS,CS

Review and
Sign-Off

3. Develop

Create slides 4/30/2018 5/4/2018 CA,BL,RJ,RS,CS

and/or
graphics/images
needed for
SimplyOrder and
New Product
Training

Develop 4/30/2018 5/4/2018 CA,BL,RJ,RS,CS

Participant Guide
for SimplyOrder
and New Product
Training

Develop Quick 5/4/2018 5/11/2018 CA,BL,RJ,RS,CS

Start Guide for
managing
product
information job
aid

Develop 4/30/2018 5/11/2018 CA,BL,RJ,RS,CS

Document for
SimplyOrder and
New Product
Training

Develop On-Site 4/30/2018 5/18/2018 CA,BL,RJ,RS,CS

Training

Submit 5/18/2018 5/22/2018 CA,BL,RJ,RS,CS

Developed
Materials for
Client Review

Revise Based on 5/25/2018 5/29/2018 CA,BL,RJ,RS,CS

Client Review
 Submit for Client 5/29/2018 5/31/2018 CA,BL,RJ,RS,CS
Review and
Sign-Off

4. Implement

Pilot Test and 6/14/2018 6/21/2018 CA,BL,RJ,RS,CS

Revisions

Training 6/14/2018 6/25/2018 CA,BL,RJ,RS,CS

Implemented

5. Evaluate CA,BL,RJ,RS,CS

Gantt Chart
Change Management Plan

Purpose

The purpose of this change management plan is to describe how a request for a change will
be managed from the identification of the need for a change request through final
disposition and ensure all changes to the project are reviewed, analyzed and either
approved, rejected or deferred. If changes are approved the process will ensure that;
changes are coordinated throughout the project, team members are aware of their
responsibilities, and approved changes are communicated to stakeholders and project team.

Goals

The goals of the change management process are to:

● Provide consistency for how proposed changes are requested and how they are
considered
● Document each step of the process, including sign-off on change request,
regardless of disposition
● Include necessary team members and stakeholders in the communication and
decisions for requested changes
● Evaluate impacts of the change and determine if changes will benefit the project.
● Revise the project plan accordingly

Change Control Process (CPP)

Change Requestor’s
● Any stakeholder or project team member may identify a need for a proposed
change, realize a risk or issue at any time
● PM will scan for realized risks or issues monthly
Parameters
CCP will be initiated for changes that will impact these aspects of the project:
● Budget
● Scope
● Schedule
● Quality
Prioritization and Timeline
PM will identify the impact of the change requested on the project as:
● High (change results in significant impact on cost, schedule or quality)
● Medium (change results in moderate impact to cost or schedule OR impacts
quality)
● Low (change results in no impact on quality, cost, or schedule)
Medium and low priority changes will be completed from request to disposition within 30
days, given all of the information needed to make determination is provided.
High priority changes will be completed from request to disposition within 15 days, given
all of the information needed to make determination is provided.
The Change Control Process includes four (4) components:
● Change Request Submittal
● Change Request Tracking
● Change Request Review
● Change Request Disposition
Each of the four (4) components are described in detail and the CCP is also outlined in a
flow chart diagram below.
Change Request Submittal
Change requestor:
1. Complete the Change Request section of the Change Request Form (CRF).
2. Submit the CRF, which is automatically routed to the Communications Manager
(CM).
CM:
1. Check daily for submitted CRF’s.
See Appendix A for Change Request Form
Change Request Tracking
All change requests will be logged and tracked from change request through final
disposition.
CM:
1. Save CRF in a shared drive that PM, project team members and Project Sponsor
(PS) can access.
2. Log change requests in the Change Request Log (CRL) with as much information
as possible.
3. Notify the PM that a change request has been received.

See Appendix B for Change Request Log

Change Request Review (CCR)
The Change Request Review (CRR) includes analysis of impacts and determination of
disposition by the PM and the Change Control Board (CCB).
The CCB participates in the CRR and Change Review Outcome (CRO) process.
The CCB is comprised of the PM, PS, CM, Technical Writers and Performance
Analyst/Instructional Designers.
PM initiates the CRR process:
1. Reviews the CRF and CRL.
2. Requests additional information from change requestor or project team members as
needed.
3. Complete the Initial Impact Analysis (IIA) section of the CRF.
4. Updates the CRL.
5. Notify CM to schedule the CCB for a CRR meeting and provide time frames for
meeting.
Low/medium impact→within 30 days High impact→within 15 days
CM:
1. Schedule the CRR
2. Record meeting minutes from the CRR
Change Request Outcome (CRO)
The CCB will determine final disposition of proposed change. Each board member will
have one (1) vote on disposition of change request, regardless if they hold more than one
role and sign the CRF. The PS has final authority on disposition over a change being
accepted and implemented into the project.
PM:
1. Complete the Change Request section of the CRF based on CRR and sign
2. Update the CRL with disposition
3. If approved, determine implementation plan including:
● Revision of any project document
● Assignment of appropriate tasks to project team members
4. Communicate outcome and changes to the project team at weekly Project Team
Meeting
PS:
1. Sign CRF
2. If change request approved:
a. Approve all changes to scope, budget, and schedule
b. Communicate with stakeholders
 Flow Chart Diagram - Change Control Process

CM logs
Change PM
requests in
requester Complete CM PM initiates
CRL and
identifies CRF and checks reviews CRR by
notifies
need for submit to daily for CRL and beginning
PM if
change CM CRF’s CRF IIA section
requests
request in CRF.
entered

CCB PM
PM
completes completes
completes CM Yes
CRR, IIA in CRF,
Change Final schedules PM has
including updates
accepted Result CCB for all details
? vote and CRL,
section in CRR needed
signature. requests
CRF meeting to
PS decides CM
final. schedule
disposition meeting

Yes No
No

PM updates
CRL and PM
notifies Project PM initiates requests
PM updates implementatio
Team of PM needed
CRL and n plan,
disposition and receives information
notifies including
implementation requested and pends
Project revision of
plan. information request in
Team. project
PS notifies CRL until
stakeholders. documents information
and assigning received

Key
CRF = Change Request Form
CM = Communications Manager
CRL = Change Request Log
PM = Project Manager
IAA = Initial Analysis Activity
CCB = Change Control Board
CRR = Change Request Review
Responsibilities
This table describes the responsibilities and person responsible during the Control Change
Process.
Person Responsible
Beth Lebowitz
Project Manager
Carolyn Showalter and
Rhonda Sharpe
Performance Analysts/
Instructional Designers
Camille Andreacchi and
Rhonda Sharpe
Technical Writers
Rebecca Jacobson
Communications Manager
Responsibilities
● Scan for realized risks or issues monthly
● Initiate CRR by reviewing CRF and CRL
● Request information needed to complete
Initial Impact Analysis
● Complete Initial Impact Analysis of CRF
● Notify CM to schedule Change Control Board
(CCB) for a Change Request Review
● Participate on CCB review
● Vote on disposition of change request
● Complete Final Result Section of CRF
● Sign CRF
● Update the CRL with disposition
● If approved, determine implementation plan
including, revision of any project document
and assigning appropriate tasks to project
team members
● Communicate the request outcome and, if
change approved, the changes and
implementation plan (if approved) to project
team members
● Identify a need for a proposed change or
identify a realized risk or issue at any time
● Complete the Change Request section of the
CRF and submit to CM when appropriate
● Provide additional information for Initial
Impact Analysis if requested
● Participate on CCB review
● Vote on disposition of change request
● Sign CRF
● If approved, complete any tasks assigned by
PM for implementation
● Identify a need for a proposed change or
identify a realized risk or issue at any time
● Complete the Change Request section of the
CRF and submit to CM when appropriate
● Provide additional information for Initial
Impact Analysis if requested
● Participate on CCB review
● Vote on disposition of change request
● Sign CRF
● If approved, complete any tasks assigned by
PM for implementation
● Identify a need for a proposed change or
identify a realized risk or issue at any time
● Complete the Change Request section of the
CRF
● Provide additional information for Initial

Jane MacKenzie
Project Sponsor
Jane MacKenzie, Tsien
Yun, Marge Moorhead,
Tom Schwartz, Sheena
Perez, Ray Johnson, Sam
Fisher
Stakeholders
Impact Analysis if requested
● Check daily for submitted CRF’s
● Notify the Project Manager (PM) that a
change request has been received
● Log change requests in the Change Request
Log (CRL) with as much information as
possible
● Schedule CCB review meeting
● Record meeting minutes from CCB review
meeting
● Participate on CCB review
● Vote on disposition of change request
● Sign CRF
● If approved, complete any tasks assigned by
PM for implementation
● Identify a need for a proposed change or
identify a realized risk or issue at any time
● Complete the Change Request section of the
CRF and submit to CM when appropriate
● Provide additional information for Initial
Impact Analysis if requested
● Participate on CCB review
● Vote on disposition of change request
● Make final decision on disposition
● Sign CRF
● If change request approved:
○ Approve all changes to scope, budget,
and schedule
○ Communicate with stakeholders
● Provide feedback to any approved changes
being implemented as needed
● Identify a need for a proposed change or
identify a realized risk or issue at any time
● Complete the Change Request section of the
CRF and submit to CM when appropriate
● Provide additional information for Initial
Impact Analysis if requested
● Provide feedback to any approved changes
being implemented as needed

Project Plan Approvals

Approvals

Approved by:

Name Role Signature Date

Jane MacKenzie Project Sponsor

Beth Lebowitz Project Manager

Appendix A-Change Request Form

Change Request Form

Change Request (this section to be completed by person requesting change)

Project Title: Date Prepared:

Person Requesting Change: Change Number: (entered by PM)

Is this change being identified by a realized risk or issue?

𝥁 Yes 𝥁 No

Category of Change (check all that apply)

𝥁 Scope 𝥁 Quality

𝥁 Schedule 𝥁 Budget

Proposed change:

Justification for proposed change:

Impacts for NOT implementing change:

Alternatives to proposed change that have been explored:

Initial Impact Analysis (to be complete by Project Manager)

Initial Review Date: Assigned to:

Describe Impact of Proposed Change on:

Scope

Quality

Schedule

Budget

Benefits of Proposed Change

Risks of Proposed Change

Risks of Not Implementing Proposed Change

Priority:
𝥁 High (change results in significant impact on cost, schedule or quality)
𝥁 Medium (change results in moderate impact to cost or schedule OR impacts quality)
𝥁 Low (change results in no impact on quality, cost, or schedule)

Final Result (to be completed by Project Manager after CCB disposition determined)
Review Date: Disposition:
𝥁 Approved
𝥁 Rejected
𝥁 Deferred
Reason ________________________________

If approved:

Specific requirement definition:

Additional resource requirements:

Change Request Form Signatures

Name Role Signature Date

Appendix B - Charge Request Log

Change Request Log

Project Title:

Date Prepared:

Change ID Category Description Submitted Submission Status Final

# -Scope of Change by date -Open Disposition
-Budget -Pending -Approved
-Quality -Closed -Rejected
-Schedule -Deferred