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Project Plan forTeam 211/27/16Project Information [CC]Project NamePrecision Consulting will refer to this project as PJ Enterprises Telephone Operator Training. Project Description/OverviewPJ Enterprises hired Precision Consulting to design, develop, and deliver a new training program for telephone operators prior to the release of its next catalog. After meeting with PJ Enterprises management, Precision Consulting learned the company believes this training will make staff experts in catalog product offerings, thereby increasing sales, reducing customer complaints, boosting customer retention, and reducing staff turnover rates.Prior to developing this training program, Precision Consulting performed a comprehensive gap analysis to determine the causes of the gaps between the current state of operations at PJ Enterprises and the desired end state. Precision Consulting recommended a number of solutions to the issues identified as hampering PJ Enterprises from meeting its business goals to Project Sponsor, Jane Mackenzie. On behalf of PJ Enterprises and based on the analysis completed by Precision Consulting, Jane determined the most appropriate solutions for phase 1 of the project are a telephone etiquette and sales skill training for telephone operators, creation of an electronic product guide, and instruction on using the electronic product guide. Project PurposeThe purpose of the project is to improve telephone operator performance, and subsequently, improve the overall customer experience. Performance levels will increase by providing telephone operators with an electronic product guide and training in phone etiquette, sales, and customer service skills.Business ObjectivesFaster access to product information will decrease hold times and allow operators to achieve 6 calls per hour. Improving the customer experience will generate higher catalog sales, decrease customer complaints, and assist PJ Enterprises to meet its goal of improving customer service scores by 10%. In addition, raising customer service scores will result in fewer negative interactions with customers, and increase employee satisfaction. Scope Statement [CC]Deliverables IncludedTo develop the PJ Enterprises Telephone Operator Training, Precision Consulting will deliver several documents:The Project Plan (this document) outlines the plans for the project, including project deliverables, schedule and Gantt chart, and plans for change management, communication, and risk management. The Design Document will define the course framework, including:Course purpose and objectivesAudience analysisCourse seat timeLearning objectivesLearning assessmentsInstructional strategies and activitiesCourse outlineDevelopment timeThe Facilitator Guide will provide instructors with the information they need to lead the Telephone Operator Training Course, includingIntroduction to course content, objectives, and audienceCourse schedule and timelineCourse preparation checklistDetailed lesson plans with instructor notes, script, and course contentTrainee materials for the Telephone Operator Training course will be:Printed guide with course content, reference material and instructions for each lessonStandardized scripts to use for different customer situationsIn addition to the documents and materials outlined above, Precision Consulting will conduct two rounds of four-hour instructor-led training sessions (eight hours seat time per employee) on phone etiquette, sales techniques and using the electronic product guide for the Telephone Operator Training. Precision Consulting will also include a train-the-trainer component where Sarah Commons and Maria Gomez will observe the first training session. They will then be assigned a section of the course to conduct a “teach back” to practice instruction of the content. Following the initial two trainings, they will be responsible for delivering the training going forward.ExclusionsPrecision Consulting is not responsible for any of the following: Any training or course materials not outlined above.Printing the facilitator guides and student materials for trainingScheduling the telephone operators and supervisors to attend the training sessionsEquipment/hardware/software and facilities for training. Project Completion CriteriaThis project will be completed when all of the items outlined are delivered, and the Project Manager and Project Sponsor have signed off on the project. Project Plans [CC]Primary PlansThis Project Plan includes several detailed plans to ensure on-time, on-budget implementation of the PJ Enterprises Telephone Operator Training project. These component plans include:Scope StatementProject schedule, including Work Breakdown Structure (WBS) and Gantt ChartChange management planCommunication planRisk management planScheduled MeetingsPrecision Consulting has established the following scheduled meetings for the Telephone Operator Training project. In addition to scheduled meetings, Precision Consulting and Project Sponsor Jane MacKenzie have agreed to communicate immediately about any issues that may impact the project.MeetingFrequencyAttendeesDescriptionProject Kickoff MeetingNovember 21, 2016Project Team and all StakeholdersThe project team and all stakeholders met for a project kickoff meeting following completion of the project charter. The attendees recapped the purpose of the project, the scope, the major deliverables, risks, assumptions, roles and responsibilities, the budget, and the project deadline.Project Sponsor and Project Team MeetingWeeklyMondays, 6:30pm CSTProject Team and Jane MacKenzieThe project team will meet with Project Sponsor, Jane MacKenzie, the first half of this meeting to ask any questions about the weekly status report, answer questions from the project team, and determine if any resources or follow-up are required from PJ Enterprises for the following week.During the second half of the meeting, project team members will plan work and set deadlines for the coming week.StakeholdersBi-weekly from 11/21/16 to 12/30/2016Wednesday, 4:30 p.m. CSTProject Team Jane MacKenzie Sheena PerezRay JohnsonSarah CommonsMaria GomezPaula MooreRosalinda SanchezSam FisherAll project stakeholders will meet and receive an update on project progress from the project team. They will also provide feedback for any high-level project issues and ask questions.Scheduled Status ReportsPrecision Consulting Project Manager, Cheryl Clayton, will provide a weekly written status report a weekly to Project Manager Janes MacKenzie. The status report will outline:Previous week’s work completedThe percent of completion on project deliverables to date versus the percentage scheduled for completionA list of any past due projects/tasksHours and budget used to date versus amount scheduledAchieved and upcoming milestonesRisk assessmentAssumptionsPrecision Consulting is responsible for:Development of a customer service, sales, and new electronic product guide training for telephone operatorsDevelopment of a PDF electronic product guideTraining on using the PDF electronic product guideProviding training documents in electronic format for printingTraining the trainers to continue staff trainingTimely completion of the projectJane Mackenzie and PJ enterprises are responsible for assuring:Availability of equipment for call/customer simulationSpace/environment of adequate size and appropriate for trainingFood and drinks for training participantsAll necessary source materials/printing the course materialIT support to ensure equipment/software operation during trainingCurrent product catalog informationCompensation for employees for their time to attend trainingStaffing coverage for employees while they are in trainingProviding SMEs to provide input and review throughout the development, implementation and review processes ConstraintsPrecision Consulting’s work will be confined to the scope, budget, and timeline as described in this document. The following situations will have an impact on precision consulting’s ability to complete the project per the agreed-upon guidelines: Time –The timeline for training is compressedResources – The limited availability of key personnel including SMEs, IT staff, and project sponsor provided current staff do not quit prior to trainingEnvironmental constraints – Any changes to computer hardware or software that are not communicated to Precision Consulting within a reasonable period of time. Procurement constraints – The addition of catalog products after the agreed deadline. External DependenciesThe following factors external to the project may have an impact on the successful completion of this project:Changes to the catalog mail-order industry or market that could impact sales volume or customer preferences. Lack of product availability or inaccurate product information from vendorsPower, internet, or other system outagesProject ApproachFor this project, Precision Consulting will use a tiered project management approach combined with the general ADDIE (Analyze, Design, Develop, Implement, and Evaluate) instructional design methodology. This approach will allow Precision Consulting to deliver a high quality timely training program. Each phase of the project will be reviewed and approved by PJ Enterprises. This approach includes the following:Analyze/ Initiate (already completed for this project)Understand client business goalsAssess current performance stateAssess training needsRecommend and agree upon appropriate solutions/interventionsCreate project teamDesign/PlanCreate project charter and project planAnalyze jobs and tasksDefine learning objectivesCreate assessment strategySelect instructional strategies and appropriate sequence of instructional activitiesCreate design documentDevelop/Execute-Monitor-ControlWrite facilitator guideWrite telephone operator scriptsWrite product guide job aidCreate electronic product guideImplement/Execute-Monitor-ControlTraining practice Train-the-Trainer sessionsTelephone operator training sessionsEvaluate/CloseReport of trainees course assessment resultsGather and analyze dataReport quarterly resultsMilestonesPrecision Consulting will roll out deliverables on the following dates:Milestone or ActivityDeliverableTarget DateDesign/Plan:Create project charter and project planProject Charter and Project Plan11/28/16Design/Plan:Job task analysis, course objectives, instructional strategies and activities, and design document for telephone operator trainingDesign Document12/12/16Develop/Execute-Monitor-Control:Develop telephone operator scripts; facilitator and trainee materialsTelephone Operator ScriptsFacilitator GuideNew Product GuideTrainee Materials1/6/17Implement/Execute-Monitor-Control:Training session practice with Jane, Sarah, and MariaComplete Training Practice Session1/11/17Implement/Execute-Monitor-Control:Telephone operator training and train-the-trainer sessions completedTelephone Operator Training SessionsTrain-the-Trainer Sessions1/16/17 – 1/20/17Evaluate/Close:Evaluate trainee performanceReport of Trainee Course Assessment Results1/26/17Evaluate/Close:Quarterly Report4/10/17WBS Diagram Printable PDF: Schedule [CC, SS]The schedule below documents each project work package, those responsible for the work, and the start and due dates for each work package. If any PJ Enterprises are not able to meet any of the due dates, Jane MacKenzie will notify Cheryl Clayton of Precision Consulting immediately.Activities and Tasks for Telephone Operator Training StartEndWhoAnalyze/Initiate???1.1 Business goals (confirmed by Project Sponsor)11/1/201611/1/2016Jane MacKenzie1.2 Current operational state11/2/201611/16/2016Cheryl ClaytonSasha RuffinsSeanne Schwantes1.3 Work Environment11/2/201611/16/2016Cheryl ClaytonSasha RuffinsSeanne Schwantes1.4 Training Environment11/2/201611/16/2016Cheryl ClaytonSasha RuffinsSeanne Schwantes1.5 Approve solutions for project (Project Sponsor)11/16/201611/16/2016Jane MacKenzie2 Design/Plan???2.1 Create Project Charter11/16/201611/20/2016Cheryl Clayton2.2 Project Charter Approved11/20/201611/21/2016Jane MacKenzie2.3 Create Project Plan11/21/201611/27/2016Cheryl Clayton2.4 Project Plan Approval11/28/201611/28/2016Jane MacKenzie2.5 Telephone operator jobs and tasks11/21/201611/27/2016Seanne SchwantesSasha Ruffins2.5.2 Identify steps or guidelines11/21/201611/27/2016Seanne SchwantesSasha Ruffins2.5.3 Identify knowledge needed11/21/201611/27/2016Seanne SchwantesSasha Ruffins2.6 Write Outline11/21/201611/27/2016Seanne SchwantesSasha Ruffins2.7 Define learning objectives based on job task analysis11/30/201612/8/2016Sasha RuffinsSeanne Schwantes2.8 Create assessment strategy11/30/201612/8/2016Sasha RuffinsSeanne Schwantes2.9 Determine instructional strategies11/30/201612/8/2016Sasha RuffinsSeanne Schwantes2.10 Sequence instructional activities11/30/201612/8/2016Sasha RuffinsSeanne Schwantes2.11 Create design document12/5/201612/9/2016Sasha RuffinsSeanne Schwantes2.12 Submit design document for review12/12/201612/12/2016Cheryl Clayton2.13 Review design documents (SMEs)12/12/201612/13/2016Sheena PerezRay JohnsonSarah CommonsMaria GomezPaula MooreRosalinda Sanchez2.14 Modify design document based on review12/14/201612/14/2016Sasha RuffinsSeanne Schwantes2.15 Verify Final Design (SMEs)12/15/201612/16/2016Sheena PerezRay JohnsonSarah CommonsMaria GomezPaula MooreRosalinda Sanchez2.16 Design Document Approval (Project Sponsor)12/17/201612/18/2016Jane MacKenzie3 Develop/Execute-Monitor-Control???3.1 Create training materials12/14/201612/21/2016Sasha RuffinsSeanne SchwantesKatie Blair3.1.1 Write facilitator guide12/14/201612/21/2016Sasha RuffinsSeanne SchwantesKatie Blair3.1.2 Write telephone operator scripts12/14/201612/21/2016Sasha RuffinsSeanne SchwantesKatie Blair3.1.3 Product guide job aid12/14/201612/21/2016Sasha RuffinsSeanne SchwantesKatie Blair3.2 Create new product guide12/14/201612/21/2016Sasha RuffinsSeanne SchwantesKatie Blair3.21 Upload new product guide1/9/20171/9/2017Sam Fisher3.3 Review training materials (SMEs)12/22/201612/23/2016Seanne SchwantesSasha RuffinsCheryl ClaytonSheena PerezRay JohnsonSarah CommonsMaria GomezPaula MooreRosalinda Sanchez3.3 Modify training materials based on review12/26/201612/28/2016Sasha RuffinsSeanne SchwantesKatie Blair3.5 Confirm training materials (SMEs)12/29/201612/30/2016Sheena PerezRay JohnsonSarah CommonsMaria GomezPaula MooreRosalinda Sanchez3.6 Training materials approved (Project Sponsor)12/31/201612/31/2016Jane MacKenzie4 Implement/Execute-Monitor-Control???4.1 Training Practice session (SMEs)1/4/20171/4/2017Seanne SchwantesSasha RuffinsCheryl ClaytonJane MacKenzieSarah CommonsMaria Gomez4.2 Revise training based on SME feedback1/4/20171/11/2017Sasha RuffinsSeanne Schwantes4.3 Train-the-Trainer sessions1/16/20171/16/2017Sasha RuffinsSeanne Schwantes4.4 Telephone operator training sessions1/17/20171/20/2017Sarah CommonsMaria Gomez 5 Evaluation/Close???5.1 Report of trainees course assessment results1/24/20171/26/2017Sasha RuffinsSeanne Schwantes5.1 Agree on evaluation plan1/30/20171/31/2016Bradley Himstedt Cheryl Clayton Jane MacKezie5.2.1 Gather data1/31/20164/3/2017Cheryl Clayton5.2.2 Analyze data4/3/20174/9/2017Bradley Himstedt5.2.3 Report results quarterly4/10/20171/8/2018Cheryl ClaytonBradley HimstedtGantt ChartChange Management Plan [BH]The change management plan outlines the procedures that will be taken by the project team if changes are made that effect the budget and/or time allocated for the project. PurposeThe change management plan provides a formal method of communication and approval processes for necessary change in the project scope, budget or schedule.GoalsThe goals of the Change Management Plan are:Will provide team members a process that will give them a voice if they feel change is neededProvide Precision Consulting a means to keep track of changes, get approvals, make changes to documents and track progress of changes being madeTo ensure the project sponsor, Jane MacKenzie approves changes and keeps the processes in scope of projectTo make sure changes have been communicated to the stakeholdersChange Control ProcessIn the event that a change in the documented plan does occur that relates to staffing, budgeting, time, or other unforeseen changes, the team member that recognizes the need for change will deliver the change request form (CRF001 example in Appendix A) directly to the project manager. The details must include the overall description of the situation, parties involved and the expected impact of the situation. The project manager will evaluate the change in regards to budget, time, risks and how the proposed change overall impacts the project. If deemed feasible, the change request will be submitted to the Project Sponsor. The Project Sponsor will approve or deny the request. The decision will be communicated to the project team. If the change is approved, the project manager will update the project timeline, risks, and other documentation. ResponsibilitiesPerson ResponsibleResponsibilitiesTeam MembersProvide a change request form with sufficient details of the impact to project quality, timeline and cost to the project manager and propose a recommended solution that will allow the project manager to make a reasonable decision on a solution.Project ManagerResearch the need for the recommended solution and consider what impact the need has on budget, time and quality of the deliverables. Present recommended change to project sponsor.Project SponsorDiscuss the risk and reward of the proposed change with the project manager and advise PJ Enterprises of the proposed change. Sign off on approved proposed document or make suitable suggestions to the new document. If suggestions are made by project sponsor, project manager must communicate to the project team and update the Change Log. If the change is approved, update project timeline, risks, and other documentation as munication Plan [BH]The following communication plan is developed for PJ Enterprises to outline how staff and stakeholders should communicate the process of developing and executing the project.Purpose and GoalsThe purpose of a communication plan ensures all stakeholders are informed of the change and reason for the change in the project. The goal is for all stakeholders to remain invested in the implementation and successful completion of the project. Recommendations to PJ on Messages to Address Impact of ProjectThe key to success is to make the entire process completely transparent to the telephone operators and other employees at PJ Enterprises. Communication needs to come from management at PJ Enterprises that tells the telephone operators that they are very important to making the company successful. It should also be made clear that the changes that Precision Consulting are going to make will alleviate upset customers, give the telephone operators more consistent training and overall make PJ enterprises a much better place to work. It will make the job of being a telephone operator easier while raising the sales revenue for PJ Enterprises.Challenges and OpportunitiesThis table shows what challenges may be faced through this project and what message can be delivered to show that this projectwill be successful.AudienceChallengeMessage to address challengeChannelResponsibleDateTelephone OperatorsResistant to change their current methods and unable to see the potential benefit of training.Decreasing call times and handling customer situations effectively will reduce interaction with supervisors and improve customer satisfaction scores. Bi-Weekly stakeholder meetingsCustomer service supervisorsNovember 30, 2016 until end of projectCustomer Service SupervisorsResistant to thinking that the new catalog will help telephone operators and feel that they are no longer challenged enoughSupervisors will receive fewer calls from upset customers which will lead to more projects internally that can be worked on. Supervisors will have a better understanding of how the telephone operators should be doing their jobs.Bi-Weekly stakeholder meetingsJane MacKenzie and Cheryl ClaytonNovember 30, 2016 until end of projectRisk Management Method [BH]Risks that are identified in the project charter and any unforeseen risks will be managed tracked through a spreadsheet managed by Precision Consulting and will include the following:Description of the riskIndividual reporting the riskDate the risk occurredThe severity of the risk rated from 1-5 (1 = low, 5 = high)Likelihood of risk occurring rated from 1-5 (1 = low, 5 = high)Who was involved with the riskPlan of mitigating the riskWho is investigating the riskMitigation action taken, if anyProject Plan Approvals [CC]ApprovalsApproved by:NameRoleSignatureDateJane MacKenzieProject SponsorCheryl ClaytonProject ManagerAppendix AChange Request Form (CRF001)Requestor?: ___________Date?: __________Description of change needed?: Recommended solution?: Estimated time needed to make change (in days)?: SignaturesRequestor?:Project Manager?; Sponsor?: Department supervisor?: ................
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