Project Charter for

4/9/2018

Project Information
Project Name and Description

Best Products, Inc. leadership has established a growth plan to maintain or exceed
projected targets of $8 million in total sales. They have also communicated a
priority to improve their customer service ratings, with a goal of a 10% increase in
overall customer service scores. At this time, specific issues have been identified
with the rate of customer service complaints in a number of areas, which can
significantly affect the company’s ability to achieve future revenue goals. They
have asked Learning Gurus, Inc. to work with them to develop and execute a plan
that will help them to achieve their growth goals for the upcoming years.
Specifically, they are asking for solutions that will improve the customer service
skills of their staff members and address staff training needs for the new integrated
order entry system, SimplyOrder.
Learning Gurus, Inc. has conducted a performance analysis to identify the key
areas for improvement that have a direct impact on their ability to achieve their
company goals. Based on recent conversations on project priorities and feasibility,
Learning Gurus, Inc. has determined the most appropriate solutions to help Best
Products, Inc. owners improve both customer service and achieve their financial
goals.

Project Manager

Melissa Stitt will serve as the lead project manager on behalf of Learning Gurus,
Inc. Supporting team members Elise Bixby, Kelly Brown, Hillary Hausler, and
Karen Hunter will assist in executing specific tasks necessary for successful
project execution and completion.

Project Sponsor

The Project Sponsor for Best Products, Inc. is Jane MacKenzie, Director of
Catalog Sales.

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 Stakeholders and Impact
Stakeholder Responsibilities and Impact on the
Project
Jane MacKenzie, Project Ms. MacKenzie will oversee the project as
Sponsor the primary representative of Best
Products, Inc. With the company’s interest
and goals in mind, she will determine the
prioritization, direction, and progression of
the project through completion. She will
approve all key strategic and financial
decisions and will be responsible for sign-
offs in all stages of the project.
Jane MacKenzie, Tie- Ms. MacKenzie will make the final
breaker decisions on the strategic approach to the
project as well as the development of the
content. She can influence key project
decisions impacting the prioritization and
direction of the project. Should other
stakeholders disagree, she will make the
final decision to maintain forward
progression of the project.
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Impact and WIIFMs
Success of the project could lead to
improved customer service scores and an
increase in overall sales, two of Best
Products, Inc.’s key stated goals.
Measurably improved outcomes in these
areas would reflect well on Jane’s
leadership and successful operation of
Catalog Sales.
Ms. MacKenzie will receive recognition
from leadership as well as financial
incentives based on the increased success
and production of the catalog sales
division.
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 Stakeholder Responsibilities and Impact on the
Project
Kelly Brown, Elise Bixby, The team assembled and provided by
Hillary Hausler, Karen Learning Gurus, Inc. will perform the
Hunter and Melissa Stitt, majority of the project work to help design
Learning Gurus, Inc. Team and execute the training solutions. This
Members will include the creation and development
of the training, job aids, scripts, and
facilitator guide necessary to support the
delivered training.
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Impact and WIIFMs
Learning Gurus, Inc. will benefit from
successful execution of this product
financially and by increasing their positive
reputation in the field. Delivering a
training solution on time that meets the
priorities of a company provides Learning
Gurus, Inc. with increased opportunities
for future work with this company as well
as others who have performance needs.
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 Stakeholder Responsibilities and Impact on the
Project
Ms. Moorehead will provide key
Marge Moorhead and Tom information to inform the understanding of
Swartz, SMEs for the the interface and navigability of the
SimplyOrder system information pages in SimplyOrder. She
will also review training materials for
accuracy and congruency with the product
she is developing. Prior to system launch,
Ms, Moorehead can request additional
individuals to help populate the product
information into SimplyOrder.
Mr. Swartz will provide a sandbox and
training database for remote access, if
needed. He will also review all training
materials related to the changes in the
integrated system to ensure accuracy.
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Impact and WIIFMs
Both SMEs will benefit from providing
thorough support on this project as
successful implementation will reflect on
the preparedness of their team and the
efficacy of the SimplyOrder system.
Providing the system support needed to
create and deliver training demonstrates
the consistent communication and
relationship that will be needed between
the SimplyOrder team and Best Products,
Inc. for long term success.
In addition, Ms. Moorehead is leading the
changes and additions to the product
portion of the system. Therefore, her
involvement in reviewing the training
materials will ensure that the information
call center staff are being trained on
accurately aligns with the work that she
and her team are doing regarding system
updates.
Finally, Mr. Swartz’s involvement in
streamlining the navigation and order
process is critical to call center staff’s use
of the system. Therefore, he and his team
will directly benefit from providing strong
training support (i.e., sandbox, accurate
materials, training database) for the
successful preparation and implementation
of these changes.
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 Stakeholder Responsibilities and Impact on the
Project
Sarah Commons, Maria This select team of telephone operators and
Gomez, Paula Moore and supervisors will assist in an analysis and
Rosalinda Sanchez, SMEs review and provide input on any training
for customer service and related to customer service and sales.
sales standards Because these stakeholders are Subject
Matter Experts (SMEs), they will review
all versions of the training documents and
provide feedback. Ms. Commons will
compile the comments and feedback for
one final version of requested
modifications to the training materials.
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Impact and WIIFMs
The team of telephone operators will
benefit from receiving a clear list of
customer service guidelines and
recommended practices to consistently use
during customer calls.
Formalizing techniques to be used across
the customer-service department will also
benefit supervisors with the creation of
consistent customer service standards and
practices. Training on these principles and
their application to the call center staff’s
experience will provide the clarity and
structure needed for success in their roles.
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 Stakeholder Responsibilities and Impact on the
Project
Sarah Commons and Maria Ms. Commons and Ms. Gomez will also
Gomez, Train-the-Trainer function as the Train-the-Trainer trainees,
Trainees designated to eventually take over the
training when deemed appropriate. They
will attend a one hour meeting that
highlights important training practices and
reviews the facilitator guide. They will sit
in on all training sessions with the goal of
co-teaching one or two of the later
sessions, depending on readiness.
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Impact and WIIFMs
Having been a supervisor for the past three
years, Ms. Commons will gain personal
and professional satisfaction from the
increased responsibility and recognition
that she has been seeking in being
identified as a department trainer. Doing
so acknowledges her past successes in the
Best Products, Inc. call center, empowering
her to share her insights and expertise with
the rest of the staff. It will also give her an
increased stake in the success of the
customer service department, as she will
have a hand in the evolution and delivery
of future training materials.
Leveraging her outside experience from
another call center, Ms. Gomez will lend
an important voice and perspective to the
effectiveness of the training materials,
validating the importance of her role in the
department and identifying her as a key
player in the future success of the
department. Dedicating her time and
insight to support the delivery of future
trainings will support her in her
supervisory position and help to sustain
long term success in the department.
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 Stakeholder Responsibilities and Impact on the
Project
Sheena Perez and Ray Ms. Perez and Mr. Johnson will serve as
Johnson, Product Team SMEs for product information. They will
Members provide details regarding specific product
information as needed when writing
training materials and will also ensure
smooth entry of product information when
appropriate.
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Impact and WIIFMs
By providing key details regarding specific
product information, Ms. Perez will benefit
professionally in a number of ways.
Specifically, her role in supporting the
training will allow her to promote and
provide clarity regarding the seasonal
catalog products. Ensuring that clear and
pertinent product information is included
in the training will also increase catalog
sales and reflect positively on her
leadership as the catalog director.
Mr. Johnson will directly benefit from his
high touch role in populating product
information in the SimplyOrder system and
in lending support in the training materials.
Previously working as Ms. Perez’s
assistant, this opportunity will allow him to
demonstrate his vast product knowledge as
well as his proficiency to manage large
scale changes.
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 Stakeholder Responsibilities and Impact on the
Project
Sam Fisher, IT Team Mr. Fisher will serve as the primary IT
Member contact to provide the team with
everything the team needs prior to training.
This will include the 10 upgraded
workstations, one instructor computer, and
LCD projector to support the successful
implementation of the SimplyOrder
training session.
Supervisors –Telephone The supervisors will provide input for the
Operators training courses. They will also be the
recipients of the training and be asked for
feedback, by way of surveys, for the
classes and possibly become the trainer in
the future.
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Impact and WIIFMs
Providing the necessary equipment for
successful training will not only show the
dedication of the IT Team in supporting
Learning Gurus, Inc. in the initial
transition to the new SimplyOrder system,
but it will also show a long-term
commitment in supporting company needs
for sustainability of the product and its
usage.
As the primary IT contact for this project,
Mr. Fisher will benefit professionally by
demonstrating his preparedness,
communication skills and ability to support
a variety of training formats.
Providing input into the training will show
the supervisors of Best Products, Inc.’s
commitment to its employees and
improving the company’s environment.
The training will help the supervisors
perform their own tasks, easing frustration
and stress on the job. The training will also
help the supervisors to better supervise
operators and assist them in their daily
tasks.
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 Stakeholder Responsibilities and Impact on the
Project
Telephone Operators The telephone operators will provide input
into scheduling of courses. They will also
be the recipients of the training and be
asked for input in terms of surveys for the
classes.
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Impact and WIIFMs
Providing input into the scheduling of
training will give the telephone operators
more ownership over their participation of
the training. By providing their input via
end-of-course surveys, they will
understand that they have an important
voice in future training offerings, both in
terms of the timing and content feedback.
It will also show them Best Products, Inc.’s
commitment to its employees and
improving the company’s environment.
The training will help the operators
perform their jobs tasks, easing frustration
and stress on the job.
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Description of Work
Project Purpose

The purpose of this project for Best Products, Inc. is to improve the customer
service skills of telephone operators by teaching the operators how to efficiently
navigate through the new SimplyOrder entry system and courteously communicate
the needed information thus reducing the wait time for customers and improving
the customer's experience. This new-found efficiency and courtesy will improve
customer opinion and encourage customer loyalty.

Business Objectives

Learning Gurus, Inc. will create and deliver a seven-hour training course for
telephone operators. This course will cover customer service skills by teaching
operators how to speak with customers and assist customers as efficiently as
possible, as well as train them on the new SimplyOrder entry system. These skills
and the knowledge acquired during this training will equip telephone operators to
better serve their customers by cutting down on customer complaints and
encouraging repeat customers in order to see financial growth. The company has a
target for catalog sales of $3 million. This training of customer service personnel
will aid in increasing the amount of catalog sales from last year of $2 million.
Best Products, Inc. also has a goal to increase focus on quality and customer
service with a 10% target increase in customer service scores. The training
provided by Learning Gurus, Inc. will aim to alleviate the common complaints by
customers (i.e. inefficiency displayed as lack of product knowledge and
discourtesy stemming from frustration) to achieve this goal.

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 Project Deliverables in Scope

Solution Delivery Method Seat Time or Pages Description

SimplyOrder System Instructor led 4 hours/4 initial sessions This course will introduce participants to the new
Training training SimplyOrder system and embedded catalog. It
will focus on the processes and workflows that are
new to the SimplyOrder system.

Customer Service Training Instructor led 4 hours/4 initial sessions This course will review customer service skills
training and etiquette to the telephone operators. It will
focus on proficiency in assisting customers and
teaching how to resolve issues in a patient and
courteous manner.

Train-the-Trainer Instructor led 1 hour/1 Train-the- This training will be held following the
training Trainer session SimplyOrder system pilot and first subsequent
training session. Identified supervisors will have
participated in the pilot training and the June 19th
training sessions and will focus on the delivery
methods to prepare them to facilitate future
trainings. A facilitator guide will detail specific
training techniques to be used while navigating
the training curriculum.

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 Sub-documents in Scope

Training Gurus, Inc. will be responsible for developing and delivering the
following documents.
 SimplyOrder training curriculum materials
 Design document for SimplyOrder training
 SimplyOrder training presentation
 Customer service curriculum materials
 Design document for customer service training
 Customer service training presentation
 Facilitator guide for trainers
 Operator call scenario scripts (for training purposes)
 Operator job aid

Out of Scope

Training Gurus, Inc. is not responsible for training in the following areas.
 Best Products Inc. training and documentation outside of the scope of the
training for the SimplyOrder system and the customer service training.
 Leadership training on employee performance, conflict resolution, and
assessment.
 Training on Best Products Inc. internal company processes and procedures.
 Employee training on specific products offered in the catalog.
 Onboarding/new hire training and staff development plans.

Project Completion Criteria

This project will be complete when the job aids and facilitator guide have been
written, approved, and delivered to the client. The four initial training sessions
being delivered and finished is another indicator that the project is finished. A final
indicator of a completed project will be when the newly trained trainers can
confidently and successfully take over as trainers.

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Project Parameters
Budget

The budget below is an estimate of time and dollars that will be required to complete all the deliverables for Best Products, Inc.
Numbers are based on an estimated average of 38 hours to develop one hour of seat time in a face-to-face training. Given that these
numbers are an estimate, they could vary 10% either way.

Deliverable /Solution Type of Training/ Deliverable Seat Time or Total Hours Rate Cost
Scope Figure Estimated
Overall: skills training to Overall: 8
Overall: An in-person telephone Overall: =7*38 Blended $10,640 –
include interface and hours
operator skills training to = 266 – 300 rate for $12,000
navigation of the new
include: 30-minute hours services:
SimplyOrder system.
lunch development $37/hr
The training course will
 Outline of training time with
cover both hard and soft
presentation Two 15-minute overhea
skills for the telephone breaks d=
operators, including
 Outline of Training $40/hr
online catalog system
Facilitator guide
navigation and a
reinforcement of
 Design document
telephone etiquette skills
and customer service  Training presentation
skills to highlight the
efficiency of the new  Training Facilitator
program. Guide

 Job aids and scripts

 Training on new system

begins.

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 Deliverable /Solution Type of Training/ Deliverable Seat Time or Total Hours Rate Cost
Scope Figure Estimated

Training techniques and PDF document to facilitate 1 hour TTT 1*38=38 $40/hr $2,720
the facilitator guide will training and in person training session
be covered with
supervisors in a separate
Train-the-Trainer 30 hours
session to prepare them ±15 page development
for future delivery facilitator guide time = 68 hours
development
time

Total 334 - 368 hours $14,720

max

Project Team Members & Roles

The below chart reflects all Learning Gurus, Inc. consulting team members, their high-level responsibilities, and estimated hours they
will dedicate to the project.

Consulting Team

Name Role Responsibilities Est. Hours Needed

Hausler, Hillary Technical Writer Drafts and edits text content for 59 hours
training deliverables and
presentations.

Sets standards for text print and

font choices.

Verifies that print and virtual

materials adhere to standards.

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 Name Role Responsibilities Est. Hours Needed

Brown, Kelly Instructional Deliver the majority of in-person 90 hours

Designer training.

Design and perform Train-the-

Trainer sessions.

Hunter, Karen Instructional Design the course curriculum and 80 hours

Designer activities.

Assist with delivering training

when course curriculum is
finalized.

Stitt, Melissa Project Manager Main liaison between consulting 45 hours

team and client.

Schedules recurring meetings for

project status update with client.

Bixby, Elise Technical Writer Designs presentation layouts and 60 hours

(Editor) graphics.

Sets standards for print and

virtual graphics and ensures that
deliverables meet criteria.

Edits final documents as needed.

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 The below chart reflects all Best Product, Inc. team members, their high-level responsibilities, and estimated hours they will dedicate to
the project.

Client Team

Name Role Responsibilities Est. Hours Needed

Commons, Sarah and Supervisor SME Provide input regarding call 80 hours
Gomez, Maria center staff, workflows and
processes, and review training (includes attending four 8-hour
materials and Train-the-Trainer training sessions)
materials.

Provide recommendations for

training schedule and attendees.

Attend all training sessions to

become familiar with the intent
and delivery of the training with
the intent of taking over delivery
of training after project ends.

Coordinate feedback on training

materials from other supervisors
and operators and submit
requested modifications.

Escalate any disagreements to

Jane MacKenzie for final
decision. (Sarah)

Attend pilot session of training

prior to roll out and provide
feedback to sponsor.

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 Name Role Responsibilities Est. Hours Needed

Fisher, Sam IT/Equipment Ensure that workstations and 30 hours

instructor’s equipment are up to
date and functioning prior to
trainings.

Provide a brief overview of the

equipment and how to operate it.

Provide on-call support if any

equipment fails.

Johnson, Ray (Perez, Product Designate employees to enter 10 hours

Sheena) Information product information into
SimplyOrder system and provide
relevant product information prior
to trainings.

Mackenzie, Jane Project Sponsor Attend recurring project update 40 hours

meetings and provide input and
feedback related to the project.

Assign call enter staff to training

sessions to maintain call center
coverage

Moore, Paula and Sanchez, Call Center Review all training materials and 30 hours
Rosalinda Supervisor SMEs provide feedback and any
concerns to Sarah Commons.

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 Name Role Responsibilities Est. Hours Needed

Moorhead, Marge SimplyOrder SME Provide input related to 30 hours

(Navigation and SimplyOrder layout and
layout) navigation.

Review training content for

accuracy of information related to
interface/navigation/and
navigation.

Swartz, Tom SimplyOrder SME Provide sandbox and training 30 hours

database for SimplyOrder training
system.

Provide logon information for

attendees and trainers.

Provide remote access if needed.

Review training materials related

to the systems portion of the
training for accuracy.

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 Project Milestones

Milestone Date

Outline of training presentation sign off. April 30th, 2018

Outline of Training Facilitator guide sign off. April 30th, 2018

Design document sign off. May 14th, 2018

Training presentation sign off. May 28th 2018

Training Facilitator Guide sign off May 28th, 2018

Job aids and scripts sign off June 4th, 2018

Conduct pilot session of training. June 14th, 2018

Training on new system begins. June 19th, 2018

Conduct Train-the-Trainer breakout session June 21st, 2018

Vendor Assistance Required

Learning Gurus, Inc. will not require the assistance of an outside vendor. If Best
Products, Inc. intends to print the training deliverables they should contract with a
printing vendor.

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 Possible Problems and Risks

Problem Area Likely- Problem Possible Impact to Mitigation Plan

Owner Project
hood
1 – 5 [5
= high]

Catalog information 2 Marge, If the catalog is not Suggest an internal

is not added to Morehead, SME implemented in person to enter catalog
SimplyOrder in a and manager of SimplyOrder, Best information in
usable format product Products, Inc. will SimplyOrder.
information not see reduced call
updates times. The operators Work closely with
need access to the SimplyOrder associates
catalogs to provide to make sure catalog is
appropriate customer on target.
service

SimplyOrder has 3 Tsien Yun, If the order entry Work closely with
implementation manager of system SimplyOrder associates
setback SimplyOrder (SimplyOrder) is not to make sure the system
installation implemented on time, is on target.
the training will not
be able to be
delivered on time

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 Problem Area Likely- Problem Possible Impact to Mitigation Plan
Owner Project
hood
1 – 5 [5
= high]

SimplyOrder training 2 Tom Swartz, If the SimplyOrder Work closely with

sandbox system or SME for order training sandbox SimplyOrder associates
equipment is not process updates system is not to make sure the training
implemented in time. implemented on time, system is on target.
the training will not
be able to be
delivered on time.

Turnover – this 4 Jane If many of the Suggest sharing with

training is being MacKenzie, trainees are new current employees
developed for current sponsor employees, they may ongoing efforts to
employees, yet many not benefit as much improve job tasks,
employees are from these trainings satisfaction, and
unhappy since these trainings motivations.
are being developed
for employees with
background
knowledge of the
system and company

SMEs not available 4 Jane If SMEs are not Suggest SMEs be

to complete their MacKenzie, available to review offered incentives to
assigned tasks. sponsor and help develop help with the training
trainings, the initiatives.
trainings will be
delayed

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 Assumptions

Learning Gurus, Inc. will be responsible for analyzing client provided information,
creating solution-based training and documents per client needs, and passing the
training and those documents on to the client for their exclusive use. It will further
be responsible for project management from the development standpoint, including
bi-weekly status reports to Ms. MacKenzie and the timely completion of the
project. Lastly, Learning Gurus, Inc. will provide the training personnel for both
the in-person training sessions and the train-the-trainer session.
The client will provide the training room with a ten-person work stations, each
equipped with the fully functional and updated SimplyOrder program. The client
will instruct all SMEs to provide requested information and or materials in a timely
manner. The client will also do their best to ensure all employees who will be
participating in the training experience are available for one of the sessions. The
client will print the training materials, job aids, and facilitator guide ensuring the
accuracy of the content. The client will help to manage the scope of the training
content. Lastly, the client will diligently keep Learning Gurus, Inc. apprised of any
delays, conflicts, technical issues, or needed changes as soon as they become
known.

Constraints

Many Best Products, Inc. personnel involved in the project are still required to
perform their regular job duties, which will limit their availability for interviews
and reviews. Further, the time in-between the pilot and the first training session is
four days. Any significant changes to the training based on the pilot and feedback
would have to be completed and approved in four days.

External Influences/Dependencies

If business volume increases to the point where telephone operators cannot be

made available for training, a delay will occur. Lastly, any power outages or
inclement weather could cause a delay.

Approvals

Role Signature Date

___________________________________ _____________________

___________________________________ _____________________

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