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WW Consulting
March 27, 2016
Project Information
PJ Enterprises Telephone Operator Training
WW Consulting proposes to develop telephone operator training which will
include the following:
* Customer service training including call scripts, scenario examples, practice
scenario activities
* Electronic Product Guide hosted on SharePoint with detailed product
descriptions, indexing, and searchable key words
Project Manager
The project manager is Coral Shanahan.
Project Sponsor
The project sponsor is Jane MacKenzie.
Project Charter
Stakeholder
Jane MacKenzie, Project
Sponsor
Jane MacKenzie
Tie-breaker (person who
will make decisions, both
strategic and content,
should SMEs disagree)
Project Charter
Stakeholder
Availability is a positive as WW
Consulting will not have to rely only on
Sarah and Maria as SMEs in the event of
vacations, personal time off or sick leave.
Sheena Perez, Project Team
Member
Project Charter
Stakeholder
IT Department
Warehouse Staff
Project Charter
Description of Work
Project Purpose
The purpose of this project is to provide PJ Enterprises with design, development and training
for current telephone operators. The project will also provide trainer materials, allowing PJ
Enterprise supervisors and management to offer consistent training to new hires on an ongoing
basis. These materials will be beneficial in providing all operators with consistent product
information, phone scripts and procedures to enhance customer service interactions. The
materials are aligned with the below listed PJ Enterprise Business Objectives.
Business Objectives
The objectives are as follows:
Project Charter
Improve profitability
Focus on quality and customer service with a 10 percent improvement on customerservice scores
Project Deliverables
Solution
Customer Service Training
for Telephone Operators
Delivery Method
ILT
Description
5 hours
ILT
3 hours
Project Charter
Deliverables In Scope
The deliverables for this project are Telephone Operator Customer Service Training and
Telephone Operator Electronic Product Guide Training.
Delivery of training
Facilitator Guide
Student Guide
Job aids
Process flowcharts
Out of Scope
Supervisor performance assessment training and manager communication training are out of
scope.
Management training is out of scope.
Monthly ongoing communication initiatives are out of scope.
New hire training for the ordering system is out of scope.
Detailed, hands on product training is out of scope.
Project Charter
Project Parameters
Budget
Deliverable
/Solution
Type of Training/
Deliverable
Telephone Operator
Training
Seat Time
or Scope
Figure
8 hours
Total
Hours
Estimate
d
344
Cost
@$150
per hour
$51,60
0
E-product guide
Project Charter
Electronic product
guide and SharePoint
site
32-48 pages
64-96
$9,60014,400
Name
Role
Responsibilities
Coral Shanahan
Project Manager
69 Hours
Jennifer Bishop
Instructional
Designer
Work Exclusively on
handbook and E-Product
Guide- Document/Training
layout
32-43 E-Product
Guide
32-43 E-Product
Guide
Bridget Baggett
Project Charter
ID/Course
Developer
69 Telephone
Operator Guide
69 Telephone
Operator Guide
Rebecca Carew
Business
Manager
69 Hours
Amy Terrien
Instructional
Designer
Work Exclusively on
handbook and E-Product
Guide- Document/Training
layout
32-43 E-Product
Guide
69 Telephone
Operator Guide
Project Milestones
Milestone
Project Management Plan Outline
April 7, 2016
May 4, 2016
August 8, 2016
ADDIE Signoffs
Project Charter
Date
E-Learning Signoffs
10
Project Charter
11
Likelihood
15
Problem
Owner
System issues
implementing the
intranet solution
Bruce
Bennett
Electronic Product
Guide development
not complete on time
Bridget
Baggett
Telephone Operators
resistance to
customer service
training
Project Charter
Mitigation Plan
Bruce
Bennett
Delays in implementation
12
Constraints
The following situations will/can constrain WW Consulting ability to carry out the project:
The shifts and work schedule of the phone operators and SMEs will constrain our
availability to implement training if not coordinated effectively
IT and technological challenges can impact and lengthen the implementation process
Lack of staff cooperation and low morale can increase resistance and decrease the
effectiveness of the instructor-led training
External Influences/Dependencies
The successful completion of the course is dependent on the following external factors:
Project Charter
Call Volume- Higher than normal call volume could require that phone operators be
available to take inbound calls versus participating in training which in turn can
extend deadline.
Staff Cooperation- High resistance will decrease the effectiveness of the instructorled training and prolong the implementation process
13
Approvals
Role
Project Sponsor
Project Charter
Signature
Date
Jane E.
MacKenzie
_________3/27/16_____
___________________________________
_____________________
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14