Project Charter

Project Charter
1. General Project Information Project Name: PJ Enterprises Customer-Focused Operator Training Project Period Project Sponsor Project Impact Scale Key Stakeholders 8/01/2013-4/30/2014 Paul Coverstone Departmental Enterprise Impacted Bus. Units Project Manager Requesting Business Unit 2. Project Alignment x Strategic Alignment x Developing People Caring for Customers Communications & Community Relations Infrastructure & Asset Management Acquisition & SLMBE Environmental Stewardship Continuous Improvement of Daily Operations Customer Service Beverly Vaillancourt Sales & Marketing Board of Directors Vice President, Customer Service Operations Date Submitted: 7/20/2013

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Project Charter
3. Project / Service Description PJ Enterprises has stated goals of achieving aggressive growth for the coming year. They recognize that the current level of customer service within the call center does not currently meet their quality standards and are, therefore, an obstacle to achieving that growth and profitability. Currently, PJ Enterprises customer surveys reveal that two -thirds of all respondents complained about the telephone operators lack of product knowledge, telephone etiquette, and prompt response. That is a 30% increase in complaints over the prior year. In addition, 50% of respondents indicated they are not inclined to do business with the company again as a result of the poor customer service they received. This project entails the design, development and implementation of a self-paced eLearning training solution for customer service operators and supervisors within PJ Enterprises. The training is designed to improve service at initial point of contact with customers and carry through in all relations with them. It will apply industry best practices in three main areas of customer service soft-skills: (1) telephone etiquette; (2) thorough, yet efficient, processing of orders, inquiries and complaints; and (3) reducing the number and types of inquiries funneled through the chain of command. By providing a computer-based training solution, employees will be able to access the training on demand, so as to better accommodate schedules and to increase accessibility. It can be used immediately for re-training current operators and supervisors, as well as on an ongoing basis to train new hires. Because eLearning allows instant access, it will make the greatest impact toward achieving customer service improvement goals in the least amount of time. Well-trained operators and supervisors who provide a world-class customer experience are more satisfied with their jobs. Because they will be better equipped to take orders and field questions with confidence, customer complaints will be reduced, adding to job satisfaction. By fiscal year end, PJ Enterprises will experience a Project Objectives (Outcomes, in business terms) 10% improvement on customer service scores 25% increase in customer-indicated desire to do business again with PJ Enterprises, resulting in a $3 million increase in catalog sale revenue. This project entails the design, development and implementation of a self-paced eLearning training solution for customer service operators and supervisors within PJ Enterprises. The training is designed to improve service at initial point of contact with customers and carry through in all relations with them. It will apply industry best practices in three main areas of customer service soft-skills: (1) telephone etiquette; (2) thorough, yet efficient, processing of orders, inquiries and complaints; and (3) reducing the numbers and types of inquiries funneled through the chain of command. It will not cover product knowledge training, nor will it replace the current quarterly catalog training on new products.

Project Purpose & Business Justification

Scope and Exclusions

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Key High-Level Deliverables Key Success Factors KSF (Acceptance Criteria) SCORM-compliant Computer-Based Training (CBT) integrated with PJ Enterprises existing technology. Initial supervisor and technical staff training on how to access, administer, maintain and monitor the online training. Deliver project on time, on budget and of superior quality, obtaining buy-in along the way from all key stakeholders.

Access to, or availability of, critical staff/management will be determinant on call volume levels. Continued decline in customer service operator and supervisor morale could make telephone operators reluctant to make the effort to complete self-paced online training. Major Known Risks Soft-skills training without improving current product knowledge training could leave telephone operators frustrated because they cant meet customer needs. Continuation of company policy of not compensating employees for time spent training may continue to impede motivation and performance with regard to training. Constraints Restricted access to, and availability of, operators and supervisors during high call volume seasons (e.g., Christmas, Easter, Halloween, etc.) PJ Enterprises' Information Technology (IT) department will provide Something Spectacular with the information needed to integrate eLearning with PJ's technology. The CBT is to be developed for web-based delivery. Assumptions Operators and supervisor will have adequate computer skills to navigate CBT. PJ Enterprises management and staff will be available and accessible. The project sponsor will be a tenacious proponent of the project, establishing a supportive partnership between PJ Enterprises and Something Spectacular. Project will be fully supported by stakeholders. External Dependencies None

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Project Charter
Initiating Project Milestones Project start date 8/1/2013 Instructional needs analysis will be complete by 9/01/2013

Planning Project plan containing work breakdown schedule complete by 10/01/2013 Design for eLearning complete by 12/01/2013

Executing Development of eLearning CBT complete by 02/01/2014 Beta testing of all training complete by 3/01/2014 Product delivery complete by 4/01/2014

Close complete by 4/30/2014 Rough Order of Magnitude (ROM) Type of Vendor Assistance 4. Approvals Date Project Sponsor Project Owner Other Name Signature $270,000 Turnkey Solution Vendor-Assisted (Fixed Price) Other Supplemental Staffing (Time/Materials) COTS Hardware / Software None / Not Applicable

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