Project Charter for

Instructional Solutions (Team 3)

March 26, 2017

Project Information [BB & KA]

Project Name and Description [BB]
The management of PJ Enterprises has set goals for the next year including
aggressive growth and profitability, improved customer service and
improved work environment. Specifically, PJ Enterprises is aiming for a ten
percent improvement in customer-service scores. In order to meet these
goals, management has expressed a need to design, develop and deliver a
training program for telephone operators. The target audience is customer
service supervisors and telephone operators. Management believes that an
increase in product knowledge will boost catalog sales and reduce customer
complaints. They have asked Instructional Solutions to provide counsel
regarding acquisition of goals via training.

After a careful Analysis, Instructional Solutions has confirmed a need for 1)

an optimized product guide, and 2) training of telephone operators and
customer service supervisors on customer service and procedure. For this
project, Instructional Solutions has developed solutions for PJ Enterprises
that will close the gap between the current state and projected goals.

Project Manager [BB]

The Project Manager for this project is Keith Anderson. He has been in
contact with Jane MacKenzie on a regular basis throughout the analysis and
report of findings in order to reach an agreement on the nature of the
project.

Project Sponsor [BB]

The Project Sponsor for JP Enterprises is Jane MacKenzie.

Stakeholders and Impact [KA]

Stakeholder Responsibilities and Impact on the Project Impact on Them
Project

Jane The Project Sponsor ensures that the PJ When this project is deemed
Mackenzie, Enterprises needs are met throughout the successful after completion, Jane will
Project project process. To do this, she will be take credit for the impact it has on PJ
Sponsor signing off certain points along the project Enterprises.
milestones.

Jane Since the Project Sponsor also fills this She will gain financial benefits from
Mackenzie, role, she has the final sign off on all this project enacted.
Tie-breaker decisions regardless of the beliefs of other
stakeholders.

Sheena Perez, This reviewer/SME will review sign off at
Reviewer and each milestone before the Project Sponsor
Subject does. Her responsibility to this project is to
Matter Expert ensure that all project information is
accurate and matches the product
knowledge TOs must know.
This role will verify that all product Commented [jem1]: shell review but not sign off
information is correct and correctly
communicated to TOs. She will also
be responsible for continuing to
update product guides for future
catalogs and trainings.

Ray Johnson, This SME will provide product information
Subject and access to possible vendors. When our
Matter Expert main SME (Sheena Perez) is not available,
he will be able to provide clarification as
needed.
As Sheenas assistant, he will be
expected to support this project and
provide us information as needed.

Sarah These individuals will lead the TO training As a supervisor of the TOs, they have Commented [jem2]: after this first time
Commons & after the initial training session, and serve vested interest in making sure that
Maria Gomez, as SMEs for etiquette and call procedures the training is successful.
Additional training.
Subject
Matter
Experts and
Trainers

Lucy Feldman These individuals will support the As IT support, they will be
& Sam Fisher, technology in the computer lab and responsible for placing product
IT Support distributing the product guide. guides on the intranet or desktops
and archiving old product guides on a
Stakeholder Responsibilities and Impact on the Project Impact on Them
Project

quarterly basis.

Brittney Each of these individuals are team The consulting company relies on
Bouc, Colleen members who will be working on all parts companies like PJ Enterprises to meet
Melie, of the project on behalf of Instructional their bottom line.
Danielle Solutions.
Lueck, Keith
Anderson &
Nicole Mace,
Project Team
Members

TOs and TO These individuals need to actively These stakeholders should feel more
Supervisors participate with all deliverables closely. confident in completing job
responsibilities.

Description of Work [CM & KA]

Project Purpose [CM]
The purpose of the project is to improve telephone operator customer
service skills, procedures, and etiquette.

Business Objectives [CM]

An improvement in customer service skills will result in a 10%
improvement in the area of customer-service complaints. The newly
designed, job-embedded professional learning will also improve the quality
of the work environment, thus meeting another of PJ Enterprises business
objectives. Improved customer service will ultimately support PJ
Enterprises final 2 business objectives of aggressive growth and maintained
profitability.
Project Deliverables [CM] Commented [jem3]: this is very clear and very well
written. Nice job.
Solution Delivery Method Seat Time or Description
I didnt, however, see teaching them how to use the PG.
Pages

Telephone Operator Instructor-Led Training Total seat time for Instructional Solutions will design 2, day trainings during
Training: Etiquette, the course will be 8 which participants will learn and apply customer service
Procedures, and hours, occurring in basics and telephone etiquette and learn how to use the new
Product Guide The training will be held 2 separate 4-hour product guide.
in the training room at PJ sessions.
The etiquette portion of the trainingis will include learning in
Enterprises and will be the following areas:
delivered by 4
Instructional Solutions Promptly answering calls
consultants. Effectively opening and closing customer calls
Putting customers on hold
Listening attentively and effectively
Sarah Commons and Resolving conflicts that may arise
Maria Gomez will assist Using positive language during calls
in the training with the Communicating clearly and effectively
Formatted: Line spacing: Multiple 1.15 li, No bullets or
goal of building internal numbering
training capacity for PJ The product guide portion of the training will include
Formatted: No bullets or numbering
Enterprises. learning in the following areas:

Locating and accessing the product guide Formatted: Bulleted + Level: 1 + Aligned at: 0.25" +
Indent at: 0.5"
Utilizing the Table of Contents to locate products
Utilizing the search feature to locate a product
Reading the product information page and
interpreting information to answer customer
questions
Solution Delivery Method Seat Time or Description
Pages

Using cross references to search for similar products

The training will be directly aligned to PJ Enterprises

customer-service based mission statement. Learners will be
engaged in authentic, transferrable scenarios for direct
application of the learning. Pre and post assessments will be
administered to determine whether the intended learning
has occurred.

Telephone Operator Electronic, searchable 275 pages Instructional Solutions will redesign and format the current
Product Guide PDF document to be telephone operator product guide.
delivered via telephone
operator workstation
desktops or the The guide will be in a digital, PDF format so it can be easily
companys intranet. accessed via the telephone operator workstation desktop
computers or via the PJ Enterprises intranet. The PDF
product guide will contain a table of contents, embedded
links to additional information about each product (e.g.
available colors and other specifications), and links to related
products.
Deliverables In Scope [CM]
The following deliverables are considered in scope and will be produced
throughout the course of this project.

Telephone Operator Training: Etiquette, Procedures, and Product Guide Commented [jem4]: Excellent. Im not sure why so
many teams are missing this, but you got it!
Sub-deliverables

o Power-point presentation

o Handouts

o Job aid on etiquette

o Pretest

o Customer service case studies

o Customer service role-play scenarios

o Phone scripts

o End of course assessment

Telephone Operator Product Guide

Sub-deliverables

o 3 sample product guide templates for Sheenas review.

o Blank version of the selected template for use in later product guide design

o Searchable PDF product guide document

o 1 page, quick reference document for how to navigate the searchable PDF

Out of Scope [CM]

The following components are considered out of scope for the current
project. In the event that PJ Enterprises wishes to initiate any additional
projects, Instructional Solutions will submit a separate proposal for that
work. As discussed, the leadership training for supervisors may take place at
a later time, but is not considered part of the current project. Instructional
Solutions is not responsible for:
 o Providing training facilities or devices for the training Commented [jem5]: this is an assumption not an out of
scope
o Supervisor training in leadership Commented [jem6]: this one works.

o Training program for supervisors and employees on the new performance

evaluation tool Commented [jem7]: nice inclusion

o Supervisor professional development in managerial skills Commented [jem8]: good

o Any other training or documentation not specified in the previous section Commented [jem9]: good.

o Make-up trainings for employees unable to attend the scheduled sessions Commented [jem10]: glad you mention it, but it could
be planned for.
o Accuracy of the product information in the product guide Commented [jem11]: an assumption

o Later updates to the product guide beyond the timelines set forth in this charter Commented [jem12]: good

o Printing copies of handouts or materials Commented [jem13]: an assumption

Formatted: Indent: Left: 1", No bullets or numbering
Formatted: Indent: Left: 1"

Project Completion Criteria [KA]

The project will be deemed complete once all the deliverables have obtained
signed off by the Project Sponsor. All trainings and evaluation will be
completed by the time the final sign off has been given. Commented [jem14]: what about eval you proposed in
the PA report?
Project Parameters [NM]
Budget [NM]
Deliverable Sub-deliverables Type of Seat Time or Total Hours Cost
/Solution Training/ Scope Figure Estimated
Deliverable

Product Guide -3 Sample templates for the Job-Aid: 4 hours/product 1100 hours 1,100 hours of work
product guide document searchable page
document with $45.00- $45.00 *
-Searchable PDF product template 4 hours * 275 average pay 1,1000hours
products = 1,1000
guide document for a web
total hours = $49,5004 * 825 = Commented [jem15]: I cant follow this calculation.
developer and
-1 page, quick reference $49,500 What do the 4 and 825 represent? Id expect you to be
tech writer basing the cost on the # of hours.
document for how to navigate
Commented [jem16]: I cant follow this calculation.
the searchable PDF What do the 4 and 825 represent? Id expect you to be
basing the cost on the # of hours.

Training on Project -Power-point presentation On-Site Training 8 hours 8 * 43 = 334 $5,934 average
Guide + cost for creating 1
-Handouts 43hours/1 hour of 334
hour of ILT Commented [jem17]: Where does the 5934 come from?
Sales & Etiquette seat time (Chapman
-Job aid on etiquette Alliance) (Chapman Alliance)

-Pretest 8 hours of seat time *

$5,934/hour
-Customer service case
studies =$47,472

-Customer service role play $5,934/hour Commented [jem18]: Where does the 5934 come from?

scenario
 Deliverable Sub-deliverables Type of Seat Time or Total Hours Cost
/Solution Training/ Scope Figure Estimated
Deliverable

-Phone scripts 8 * $5,934 =$47,472

-End of course assessment

Total $96,972.00
Project Team Members & Roles [NM]
Name Role Responsibilities Est. Hours Formatted Table
Needed

Keith Project Manager Manages risk, and communications; oversees development of design 151
document to ensure consideration of client needs; ensures revisions are
made, and obtains sign-offs from client

Colleen Business Analyst Analyzes performance issues in relation of the organizations needs; plan 1100
how to evaluate solutions; analyzes learners and learning environment;
oversees the needs assessment

Brittney Technical Writer Structures, writes, and formats all project documents, and course materials 2500 Commented [jem19]: does this include the PG?

Danielle Instructional Determine: objectives, assessments, instructional methods, and organize the 38063
Designer course into units and lessons

Nicole Project Coordinator Plan project schedule; coordinate all areas of project for successful course; 11009 Commented [jem20]: so, down to here the hours total
conduct team meetings; monitor budgets, and makes adjustments to scope. should equal the total hours above. Dont include PJ
hours in the hours youll bill.
Formatted
Formatted: Line spacing: Multiple 1.15 li
Sheena Product Director Meetings with IS for product guide and training review 30
Commented [jem21]: you have no hours for Jane who
will review and sign off on everything.
Jane Project Sponsor Reviews and Signoffs at each milestone 20 Formatted Table

Ray Johnson Assistant Meetings with IS to help answers any additional questions surrounding 12
Name Role Responsibilities Est. Hours Formatted Table
Needed

Merchandising plans and materials surrounding the products

Manager

Sarah Commons Customer Service Meetings with IS to review current procedures and policies involving 18
Supervisors customer service. Seat time for participating in the pilot or train the trainer
presentation.

Maria Gomez Customer Service Meetings with IS to review current procedures and policies involving 18
Supervisors customer service. Seat time for participating in the pilot or train the trainer
presentation.
Project Milestones [NM]
Milestone Date

Analyze and Proposal: Gap Analyze and Solutions Proposal with Project Sponsor March 20,2017

Design: Define Objectives, Create Assessments, and Design Document April 7, 2017

Development: Training Materials, and Product Guide June 2, 2017

Implement Pilot: Pilot Training Session with Key Supervisors June 9, 2017

Revisions: Feedback Analyzed and Revisions Completed June 23, 2017

Complete: On-Site Training, and Product Guide Presented June 30, 2017

Vendor Assistance Required [NM]

We will not be requiring assistance from an outside vendor.

Possible Problems and Risks [DL]
Problem Area Likelihood Problem Owner Possible Impact to Project
1-5
Product Guide 4 Sheena Perez As previously discussed, Sheena has
Review limited time to provide to the project.
She may also dislike the modifications
to the current product guide. Her time
and cooperation is imperative for
proper completion of the product guide
in an appropriate amount of time. Any
complications risk extending both the
creation of the product guide and the
subsequent creation of a training
program for the product guide
Product 3 Ray Johnson Depending on the response time of the
Information merchandise vendors, Ray may find it
availability difficult to obtain and document the
product specifications needed for the
product guide for both current and
future products.
Mitigation Plan
Instructional Solutions will offer three
templates of the product guide for
Sheenas review. She will be able to
choose which template will best
represent her vision for the new
product guide. To allow for adequate
review, Instructional Solutions will
divide the guide into sections, creating
a due date for each section and an
agreed upon due date for Sheenas
review. This way, Sheena will be able
to review sections in a smaller amount
of time spread over the course of the
guides creation. Jane will have final
approval on the whole guide. Commented [jem22]: nice
An agreed upon format will be created
by Instructional Solutions for use by
Ray. This document will contain the
products, product specifications
needed, and vendor information that
Ray will acquire. Ray and Instructional
Solutions will create a timeline for
acquisition and completion of this
document. Commented [jem23]: nice
 Problem Area Likelihood Problem Owner Possible Impact to Project
1-5
SME availability 2 Jane MacKenzie Jane needs to ensure that these
individuals are available to assist
Sarah Commons Instructional Solutions with the project.
SME availability is vital to remaining on
Maria Gomez
schedule for the timeline. These
Paula Moore individuals need to be cognizant of their
roles and responsibilities to ensure the
Rosalinda Sanchez success of this project.
Important elements that these
individuals will have to assist with
include the product guide, phone
etiquette and call procedures, and
training simulations. These individuals
need to be available to review material,
answer questions, and provide
documentation. This may require time
for emails and meetings either face-to-
face or via video chat. If this time is not
provided, the time to complete the
training module and related elements
could be significantly extended.
Training schedule 3 Jane MacKenzie All employees will attend training since
it will be mandatory and paid. It is
possible-- due to season and staffing--
that a staggered schedule will be
difficult to create to allow for training
time. If certain individuals cannot
attend due to scheduling conflicts that
Mitigation Plan
During a kickoff meeting, Jane,
Instructional Solutions, and all SMEs
listed should meet to explain the
project and the impact successful
completion of the project will have on
PJ Enterprises. Commented [jem24]: You should actually be doing this
yourself as part of an official Kickoff meeting then
youre in control of the message that goes out to them.
Prior to meeting, Jane should request
that all individuals provide their
schedules. The meeting time can be
used to schedule meetings and agree
upon critical timelines for certain
elements.
Since these sessions are mandatory
and paid, it is crucial that Jane works
to bring in proper staffing to cover the
customer service center. This will free
employees to attend training. Training
will be split into two, half-day
trainings to account for schedules.
 Problem Area Likelihood Problem Owner Possible Impact to Project
1-5
coincide with the training modules, it
will negatively impact the project.
These individuals would lack the
etiquette, procedure, and product guide
training.
Product guide 1 Lucy Feldman Lucy Feldman will be responsible for
placement on determining placement of the product
intranet or guide either on workstation desktops or
desktops on the companys intranet. It is possible
that the product guide is placed in a
manner that makes it hard for
employees to locate. This will
complicate training and daily workflow.
Product guide PDF 1 Instructional Elements of the product guide may be
conversion Solutions lost when converting the document to
PDF.
Employee turnover 4 Jane MacKenzie All SMEs and reviewers are employees
of PJ Enterprises. There is a possibility
Mitigation Plan
Four total sessions will be available
(two of each). If employees are unable
to attend due to work or other
conflicts, PJ Enterprises will need to
determine if more training sessions
are needed. Any additional training
sessions will need to be conducted by
Maria Gomez or Sarah Commons. PJ
Enterprises will provide this training
at their own cost.
PJ Enterprise and their IT department
will ensure that the product guide is
clearly labeled in a location that is
easily accessible by employees in
under 30 seconds. This goal will be
achieved prior to rolling out training. Commented [jem25]: nice.
Instructional Solutions will ensure that
a staff member is fully educated on
PDF conversion and troubleshooting.
PDF conversion test runs will take
place at various points throughout the
project timeline.
Instructional Solutions will voice this
concern to Jane and ask that she
 Problem Area Likelihood Problem Owner Possible Impact to Project
1-5
that one or more of these individuals
may be terminated, resign, or promoted.
If this were to occur, there would be
fewer resources for the gathering of
information and reviewing of material.
This may extend deadlines and the
overall timeline for successful
completion of the project.
Employee 5 Telephone As mentioned in the Sponsor meeting,
motivation to learn operators and/or moral is low amongst employees and
and retain training supervisors many of them feel that they have proper
information etiquette. This is despite data showing
differently. It is possible that based on
bias or personalities that some
employees will lack the motivation to
apply themselves to learning and
retaining the information presented in
the training sessions. This will have a
negative impact on the success of the
project and future training sessions.
Mitigation Plan
creates an alternate list of employees
that could fill these roles in the event
that one of the SMEs or reviewers are
no longer available
PJ Enterprises need to market the
training to telephone operators and
supervisors by emphasizing the
mission of the company and the
positive effect that this training will
have on metrics. Employees who
successfully complete this training are
more likely to have higher
performance review scores, meet the
incentive program, and have
decreased stress at work.
Instructional Solutions will use
instructional strategies, assessment
methods, adult learning theories, and
motivational techniques to ensure that
the training session and its materials
are engaging, transferable, and
interactive.
 Problem Area Likelihood Problem Owner Possible Impact to Project
1-5
Training room 2 Sam Fischer The training room workstations must
workstations be equipped with the material
necessary to successfully complete
training. This means that the product
guide, order entry system, phones, and
other scripts must be available and
accessible on the computers and within
the workstations. If this information is
unavailable, the success of the project
will be limited. It is highly important
that the telephone operators work
environment is replicated exactly.
Milestone sign-offs 2 Jane MacKenzie Jane will sign-off on all milestones and
materials. She also has other time
commitments. If Jane is unavailable to
review and provide sign-off or if she
choses not to sign-off on a major
milestone, it will delay and extend the
timeline of the project.
Mitigation Plan
Instructional Solutions will meet with
IT with a list of items needed in the
training room and a timeline for
obtaining those items.
Instructional Solutions will meet with
PJ Enterprises. In this meeting, a
diagram of the training room set-up
will be created and agreed upon. PJ
Enterprises will be required to ensure
that the room is set-up appropriately
by an agreed-upon deadline. Commented [jem26]: really nice.
Instructional Solutions will meet with
Jane to schedule milestone meetings.
This will ensure her availability.
Instructional Solutions will provide
Jane with status reports on all
elements of the project to ensure that
the project is remaining true to the
vision agreed upon.
Assumptions [DL] Commented [jem27]: very nice just bring in any from
the out of scope section that need to be here instead.
Instructional Solutions has agreed to the following responsibilities:

o Instructional Solutions will design and develop the product guide, training
materials, and training discussed in the Project Deliverables section

o Instructional Solutions will provide electronic copies of learner materials for use by
PJ Enterprises

o Instructional Solutions will deliver the first round of training

o Instructional Solutions will create a newly formatted product guide

o Instructional Solutions will provide mentorship and training to future trainers

Maria Gomez and Sarah Commons

o Instructional Solutions will manage the project and communicate expectations with
all individuals involved

o Instructional Solutions will provide Jane MacKenzie with project status updates and
inform her of any complications as soon as there is knowledge of said complications

PJ Enterprises will be responsible for the following:

o Jane MacKenzie will provide timely review and communication regarding to both
major milestones and status updates.

o SMEs will provide will provide timely review and communication regarding training
materials and content.

o Sheena and SMEs will provide timely review and communication regarding the
product guide.

o PJ Enterprises will acquire additional product guide information from both internal
and external sources as needed.

o PJ Enterprises will provide access to the call center, including the computers, to
review environment and determine ease of access of the product guide.

o PJ Enterprises will provide access to IT for the order entry system and other issues
that may arise.

o PJ Enterprises will provide proper staff scheduling to ensure that all individuals are
able to attend and successfully complete training

PJ Enterprises will provide the following items needed for successful training sessions:
 o Training room

o Instructor computer

o LCD screen

o Computers with access to the online order system and product guide

o Each station set-up to replicate the call center environment, including phones.

o Laminated call scripts created by PJ Enterprises

o Printed materials for learner Commented [jem28]: and facilitator?

Constraints [DL]
Instructional Solutions project will be limited to the agreed scope, timeline, and budget as
referenced in this document.
Instructional Solution has identified the following situations that may have an impact on their
ability to complete the project successfully. They are listed as follows:
o SME availability due to turnover or employee scheduling
o Reviewer availability due to scheduling or turnover
o IT changes to computers, including hardware or software, not properly
communicated or accounted for within a reasonable timeframe
o Product additions to seasonal guide after the deadline
o Products additions to seasonal guide after the deadline. Commented [jem29]: again, more of a risk unless you
already know that this is the case and you have to work
around it
External Influences/Dependencies [DL]
Instructional Solutions has identified the following external influences that may affect the success
of the project:

o Vendor response time and provided product specifications

o Scheduled holidays

o Power outage that may cause technological disruptions olume Commented [jem30]: not external could be a risk if
the volume is too high when training is to take place . . . .?
o Sales volu me Commented [jem31]: help clarify this

o Commented [jem32]: be more specific if a power

outage, its external; if inadequate equipment, then its
o not external
Approvals
Role Signature Date Formatted Table

Project Sponsor ________________________________ ________________

(Jane MacKenzie)

Instructional ________________________________ ________________

Solutions