Project Plan for Instructional Solutions

Team 3

Project Information [DL]

Project Name
Instructional Solutions hereby designates this project PJ Enterprises
Telephone Operator PEP training. PEP will be the acronym for the product,
etiquette, and procedures portion of the project title.

Project Description/Overview
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 Purpose
The purpose of the project is to improve telephone operator customer
service skills, procedures, and etiquette while also emphasizing efficient use
of the newly formatted product guide.

Business Objectives
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

Project Plan 1
 Enterprises final two business objectives of aggressive growth and
maintained profitability.

Scope Statement [CM]

Deliverables Included
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

Sub-deliverables

Powerpoint presentation
Handouts
Job aid on etiquette
Customer service case studies
Customer service role play scenarios
Phone scripts
End of course assessment

Telephone Operator Product Guide

Sub-deliverables

Three sample product guide templates for Sheenas review.

Blank version of the selected template for use in later product guide design
Searchable PDF product guide document
One-page, quick reference document for how to navigate the searchable PDF

Exclusions [CM]
The following skills are deemed as prerequisites for the training course. They are excluded from
the training to be delivered by Instructional Solutions:
How to use the phone system. This includes transferring calls, putting calls on hold,
and answering multiple calls.
How to use the order entry system.

The following additional items are exclusions and considered out of the scope of this project:
Supervisor training in leadership
Training program for supervisors and employees on the new performance
evaluation tool

Project Plan 2
 Supervisor professional development in managerial skills
Any other training or documentation not specified in the previous section
Make-up trainings for employees unable to attend the scheduled sessions
Later updates to the product guide beyond the timelines set forth in this charter

Project Completion Criteria [CM]

The project will be deemed complete once all deliverables have obtained sign off by the Project
Sponsor. All trainings will be completed by the time the final sign off has been given.

In addition, to evaluate the training we will use the Donald Kirkpatrick 4-level effective training
evaluation model.
Level 1: Reaction - Data obtained by a questionnaire using a rating system completed by the
learners, sometimes called smile sheets
- Learner questionnaire/survey given at the end of the training
1) Do you feel prepared to perform your job for the fourth quarter?
Level 2: Learning - Summative assessment such as a quiz, or social responsibility by having
learners teach others the content
-
Summative test for learners to prove the knowledge and skills
acquired
Level 3: Behavior - Observations of learners behavior to measure how well the acquired
knowledge is understood and being employed during the telephone customer service calls
- Rubrics/checklist provided for evaluating recorded calls
Level 4: Results - Analyzing the financial results of the conducted training
- Data gathered, analyzed, and presented on:
1) Productivity (phone calls ending in sales)
2) Improvements in quality (rate of customer complaints)
3) Number of sales (aligned with business plan)
4) Profits gained = sales - cost of training

Project Plans [KA and NM]

Primary Plans [NM]

This project will have formal plans to ensure scheduling and budget are met.
The following plans will be in place for the project:
Schedule (Gantt Chart, Milestones)
Budget
Quality Risk
Course Outline and Activities

Project Plan 3
Scheduled Meetings

Meeting Frequency Attendees Description

IS Team Weekly Keith, Nicole, - Weekly updates on individual projects and timelines
Brittney, Colleen, and
-Discussing issues and solutions
Danielle

Product Guide Weekly Brittney, Keith, - Designing Templates, and Job-focused needs for the
Danielle and Ray product guides
Johnson
-Reviewing needed project information

TO Training Weekly Nicole, Danielle, and -Designing the TO training, lesson plans, assessments
Brittney
-Materials for the training: presentation, and handout

TO Training Every Three Nicole, Danielle, -Providing input on phone etiquette, and call
Feedback Weeks Sarah Commons, and procedures
Maria Gomez
-Working on creating better systems, procedures, and
policies

Digital Aspect of Every Three Keith, Danielle, Lucy -Working on the Product Guide digital application
the PG Weeks Feldman, and Sam solutions
Fisher

Sign Offs At each Keith, Nicole, and -At each milestone- meeting with Jane to give up dates,
Milestone Jane and sign-off to move to the next phase

Risk Management Weekly Keith, Nicole, Colleen -Weekly updates and individual reports on risks.

Project Plan 1 04/02/2017

 Meeting Frequency Attendees Description

Danielle, Brittney, -Discussing current status of risks and what is being

Jane done to manage them.
-Discussing further necessary interventions or
mitigation strategies for risks.

Project Plan 2 04/02/2017

Scheduled Status Reports [NM]
Status reports will be scheduled weekly. These reports will be sent to Keith,
Project Manager. These reports will include updates on the individual
projects from each member of the IS team. Bi-weekly status reports will also
be sent to Jane. These reports will focus on the main project timeline, and
upcoming project markers.

Assumptions [DL]
Instructional Solutions has agreed to the following responsibilities:
Instructional Solutions will design and develop the product
guide, training materials, and training discussed in the Project
Deliverables section.
Instructional Solutions will provide electronic copies of learner
materials for use by PJ Enterprises.
Instructional Solutions will deliver the first round of training.
Instructional Solutions will create a newly formatted product
guide.
Instructional Solutions will provide mentorship and training to
future trainers and/or facilitators Maria Gomez and Sarah
Commons.
Instructional Solutions will manage the project and
communicate expectations with all individuals involved.
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:

Jane MacKenzie will provide timely review and
communication regarding to both major milestones and
status updates.
SMEs will provide will provide timely review and
communication regarding training materials and content.
Sheena and SMEs will provide timely review and
communication regarding the product guide.

Project Plan 1
 PJ Enterprises will acquire additional product guide
information from both internal and external sources as
needed.
PJ Enterprises will provide access to the call center,
including the computers, to review environment and
determine ease of access of the product guide.
PJ Enterprises will provide access to IT for the product
guide launch and other issues that may arise.
PJ Enterprises will provide proper staff scheduling to
ensure that all individuals are able to attend and
successfully complete training.
PJ Enterprises will provide individuals to train as
facilitators.
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 headphones
o Laminated call scripts created by PJ Enterprises
o Facilitators/Trainers
o Printed materials for learner

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:
SME availability due to turnover or employee scheduling
Reviewer availability due to scheduling or turnover
Project Plan 2
 IT changes to computers, including hardware or software, not
properly communicated or accounted for within a reasonable
timeframe
Product additions to seasonal guide after the deadline

External Dependencies [KA]

Instructional Solutions has identified the following external influences or
dependencies that may affect the success of the project:
Vendor response time and provided product specifications
Scheduled holidays
Power outage that may cause technological disruptions

Project Approach [KA]

To ensure that the project is completed on time, we will be tracking
milestones that require sign-offs from the project senior individuals.
Specifically, we will use the A.D.D.I.E. Instructional Design approach
throughout this project. The phases include analysis, design, development,
implementation and evaluation.

Milestone [KA]

Milestone or Activity Deliverable Target Date

Product Guide: Design Sign Off 3 Prototypes 05/12/2017

Product Guide: Final Sign Off Product Guide, final 07/03/2017

version

Training: Kickoff Meeting Project Charter 05/05/2017

Design Document Sign Off Design Document 05/15/2017

Facilitator Guide Sign Off Facilitator Guide 05/28/2017

Training: Final Sign Off Training Materials 06/26/2017

Project Plan 3
WBS Diagram
1. Develop product guide
1.1. Interview SMEs about the questions TOs receive
about products
1.2. Receive content from Sheena Perez and other SMEs
1.3. Develop 3 prototypes with easy navigation
1.4. Receive sign off on prototype to begin development
1.5. Enter content into the signed off template
1.6. Complete user testing finding content
1.7. Make final changes based on user feedback
1.8. Create one-page on how to use product guide
1.9. Contact IT to upload to TOs computers/intranet
1.10. Provide train the trainer workshop for
Supervisors/SME
1.11. Submit for final approval
2. Develop training on etiquette, product guide, and call procedures
2.1. Interview SMEs on needs
2.2. Document training content based on SME interviews
2.3. Analyze telephone conversations to determine gaps
2.4. Hold kickoff meeting with TOs and Supervisors
2.5. Define organization of training
2.6. Create design document
2.7. Receive sign off on design document
2.8. Create training materials including facilitator guide
2.9. Create facilitator guide
2.10. Facilitator Guide Sign Off
2.11. Hold pilot training with TO supervisors
2.12. Make changes to training based on pilot feedback
2.13. Hold training
2.14. Receive sign offs

Project Plan 4
Schedule [KA]

ACTION START DATE END DATE LENGTH

Develop product guide Monday, April 17 Friday, July 3 56 days

Interview SMEs about the questions Monday, April 17 Wednesday, April 26 8 days
TOs receive about products

Receive content from Sheena Perez Wednesday, May 3 Wednesday, May 3 1 day
and other SMEs

Develop 3 prototypes with easy Wednesday, April 26 Friday, May 5 8 days

navigation

Receive sign off on prototype to Monday, May 8 Friday, May 12 5 days

begin development

Enter content into the signed off Monday, May 15 Tuesday, May 30 12 days
template

Complete user testing finding Wednesday, May 31 Wednesday, June 7 6 days

content

Make final changes based on user Thursday, June 8 Wednesday, June 14 5 days
feedback

Create one-page on how to use Monday, June 12 Tuesday, June 13 2 days

product guide

Contact IT to upload to TOs Wednesday, June 14 Monday, June 19 3 days

computers/intranet

Provide train the trainer workshop Tuesday, June 20 Monday, June 26 5 days
for Supervisors/SME

Project Plan 5
ACTION START DATE END DATE LENGTH

Receive sign offs Tuesday, June 27 Monday, July 3 5 days

Develop training on etiquette, Monday, April 17 Monday, June 26 51 days

product guide use, and call
procedures

Interview SMEs on needs Monday, April 17 Wednesday, April 26 8 days

Document training content based on Wednesday, May 3 Friday, May 5 1 day

SME interviews

Hold kickoff meeting with TOs and Friday, May 5 Friday, May 5 1 day
Supervisors

Define organization of training Monday, May 8 Wednesday, May 10 3 days

Create design document Monday, May 8 Wednesday, May 10 3 days

Receive design document sign offs Wednesday, May 10 Friday, May 12 3 days

Create training materials including Friday, May 12 Thursday, May 25 11 days

facilitator guide

Sign off for facilitator guide Wednesday, May 24 Friday, May 26 3 days

Hold pilot training for TO Friday, May 26 Friday, June 2 6 days

supervisors

Revise training based on pilot Monday, June 5 Wednesday, June 7 2 days

feedback

Hold training sessions Wednesday, June 7 Friday, June 16 10 days

Project Plan 6
ACTION START DATE END DATE LENGTH

Receive sign offs Monday, June 19 Monday, June 26 5 days

Gantt Chart [KA]

Gantter File: Install Gantter App on Google Drive to view file file
https://drive.google.com/file/d/0ByTuHoSZK0qWb3RnallWUy1NR00/view
?usp=sharing

PNG File: Click the image below to download full view

Change Management Plan [DL]

In the event of changes to the project scope or other elements affecting
budget or schedule, Instructional Solutions recommends the following
Change Management Plan.

Purpose
This Change Management Plan will determine how requests for changes in
this project will be managed. It delineates both the proper channels of
communication as well as the approval process required for changes in
schedule, scope, or budget. All changes to the project should be reviewed
and approved in advance by appropriate parties with changes occurring in a
coordinated fashion.

Goals
The goals of this Change Management Plan are as follows:
To create a process for submission of recommended changes
if team members deem it necessary
To allow Instructional Solutions the ability to define, evaluate,
approve, and track changes through to completion
Project Plan 7
 To allow Instructional Solutions the ability to classify changes
as low, medium, or high impact
To allow Instructional Solutions to modify project plans to
reflect the impact of the requested changes in a timely fashion
To notify the Project Sponsor, Jane MacKenzie, into the
discussion regarding recommended changes
To allow Instructional Solutions to negotiate changes with the
Project Sponsor, Jane MacKenzie
To ensure that the Project Sponsor, Jane MacKenzie, is able to
approve changes to the budget, schedule, or scope of the
project
To allow Instructional Solutions to communicate all approved
changes to affected parties in a timely fashion

Change Control Process

In the event that changes arise while designing training for the Telephone
Operators, the following flowchart will be utilized to track the Change
Control Process. Key individuals for each step in the process are in bold
with the assigned action plan listed below.

Project Plan 8
Communication Plan [BB]

Purpose and Goals

This project is a coordinated effort requiring the participation of staff from
various departments and levels of PJ Enterprises. It is essential to the
success of this plan that PJ Employees be informed of their roles and
responsibilities. Clear communication with all staff involved will promote
buy-in and build motivation. Not only does the staff need to understand how
they will be affected by the project, but how their participation is necessary
and valuable. It is necessary for PJ Enterprises to develop a communication

Project Plan 9
 plan before the training so that all employees involved have access to
accurate and appropriate information about the upcoming changes.

Recommendations to PJ on Messages to Address Impact of Project

PJ Enterprises must send a positive message to employees that posits
training as an opportunity rather than an imposition. Telephone operators
and customer service supervisors must understand the impact of their work
on the company as a whole. This may include fiscal impact and impact on
company branding. PJ Enterprises must send the message that telephone
operators are the face of the company, as most customers communicate
directly with them. Therefore, positive customer interactions are vital to the
companys success. Training must be viewed as an opportunity for personal
growth as well as an asset to the company. An improved product guide and
updated training will make dealing with difficult customers easier. PJ
Enterprises must send the message that training will result in more
successful and efficient customer interactions, which will make their work
less stressful.
It is imperative that telephone operators attend the trainings, so PJ must
make it clear that training is mandatory and limited to four half-day sessions
four sessions. Operators must attend two of the half-day sessions, in
sequence. It is very important that the dates of training are visibly posted
and publicized.

All employees involved in this project must understand the rationale behind
holding the training. The participation of supervisors, management and
SMEs is valued and necessary, and their buy-in is crucial. To employees who
are resistant to change, PJ must send a message that the updated product
guide and trainings are not an indictment of the current system. The
purpose of this project is to look forward, not backwards. PJ must
communicate this project as an optimization. By sharing the results of
customer feedback and gap analysis, PJ can justify the need for change. In
particular, staff must understand how training will address customer
complaints and may lead to higher sales.

Project Plan 10
Challenges and Opportunities

Audience Challenge Message to address Channel Responsible Date

Challenge

Telephone Operators Not motivated for training Paid training Face to face Customer May
Intimidated by acquiring Learn skills to service 26th
new information make work Flyers Supervisors,
Resistant to change in less stressful Staff sales Sarah
routine Learn skills to meeting Commons and
deal with Maria Gomez
difficult (Face to face)
customers
An
opportunity to Director of
learn about Sales Support
and practice Jane
the new MacKenzie
product guide (flyers and
Improved staff sales
product guide meeting)
will make
your job so
much easier

Customer Service Supervisors Perception of more work Training on Individual Director of May
Added work etiquette and meeting Sales Support 26th
responsibility customer service Jane

Project Plan 11 04/02/2017

Audience Challenge Message to address Channel Responsible Date
Challenge

might reduce the MacKenzie

number of calls
passed on to Team
supervisors, meetings
thereby reducing
overall work in
the long term.

Less time with

angry customers
may lead to more
time to train and
work one-on-one
with staff

More supervisor
training and
support may be
offered in the
future

IT Department (Bruce Bennett, Project may appear to be an Collaboration with Email Project June
VP of Information Systems; Tsien additional burden when they are Instructional Sponsor Jane 2nd
Yun, Manager of installation already behind schedule for other Solutions will be brief Team McKenzie
project; Lucy Feldman) projects and efficient meetings (Email) May 5th

Project Plan 12 04/02/2017

Audience Challenge Message to address Channel Responsible Date
Challenge

Access to PJ Intranet
is vital so
collaboration is vital

SMEs Unsure they can deliver expected PJ Enterprises Face to face Customer April
material recognizes that your meeting service 7th
input and experience Supervisors,
Uncertain of purpose of project are valuable Email Sarah
Team Commons and
meetings Maria Gomez
Clear rationale of (face to face
project meeting)

Management of sales Resistant to change Project is an Email Project April

optimization of past Sponsor Jane 7th
trainings Team McKenzie
meetings

Senior management May object to cost of project Improvements to Face to face Project April
customer service are Sponsor Jane

Project Plan 13 04/02/2017

Audience Challenge Message to address Channel Responsible Date
Challenge

critical to business Email McKenzie 7th

goals

Project Plan 14 04/02/2017

Risk Management Method [CM]
Instructional Solutions will generate a risk register Excel spreadsheet to plan for and actively
manage project risks. This document will be prioritized in order from high risk to low risk in terms
of impact on cost and schedule. The team will include the following components in the risk
register:
A number and description for each potential risk
The owner of each potential risk
Data on the probability that the risk will occur
Data on the impact of the risk should it occur on a High/Medium/Low scale. Impact data
will be collected for both cost and schedule.
Description of mitigation strategies for each potential risk.
Data on the cost of the mitigation strategies
Data on the probability of the risk occurring following mitigation strategies.
Weekly risk check-in columns to enter current data around each potential risk.
The risk register will be a living document, which will be reviewed and updated as the project
progresses. The project sponsor and the team will meet for a weekly check-in and each risk owner
will report out on how his/her risks are being managed. The team will discuss any further
necessary interventions or supports that may need to be put in place to mitigate the risks.

Project Plan Approvals [KA]

Approvals
Approved by:

Name Role Signature Date

Jane Mackenzie Project Sponsor

Keith Anderson Project Manager,

Instructional
Solutions

Project Plan 15