Final Portfolio

19 April 2017
Team 4 @ Design 4 Solutions LLC
Table of Contents

Module 1: Team Members and Roles 4

Team Members 4
Team Meeting Tool 4
Team Values 4
Behaviors 5
Method for Handling Participation Issues 5
Project Company Name 5
Project Description 5

Module 2: Gap Analysis 5

Information Needed 6
Team Strategy 6
Analysis Plan 6
Roadblocks & Dependencies 8
Strategies to Mitigate Risks 8

Module 3: Project Charter for Design 4 Solutions 9

Project Information 9
Stakeholders and Impacts 9
Description of Work 10
Project Purpose 10
Business Objectives 10
Project Deliverables 10
In Scope 10
Out of Scope 11
Project Completion Criteria 11
Project Milestones 11
Risks 12
Assumptions 12
Constraints 12
External Dependencies 13
Budget 13
Vendor Assistance Required 13
Project Team Members & Roles 13

Module 4: Project Management Plan 15

Project Information 15
Project Purpose 15
Business Objectives 15
Scope Management Plan 15
1
 Introduction 15
Scope Management Approach 16
Roles and Responsibilities 16
Scope Definition 17
Project Scope Statement 17
Scope Verification 19
Scope Control 19
Risks 20
Communications Matrix 20
Change Management Plan 21
Work Breakdown Structure (WBS) 23
Gantt Chart 24

Module 5: Instructional Design Document 26

Brief Project Description 26
Instructional Need 26
Target Audience 26
Learner Characteristics 26
Learning Environment 27
Training Format 28
Terminal Objectives 28
Assessment Summary 30
Evaluation Plan 30

Module 6: Facilitator Guide 31

Introduction 34
Content Introduction 34
Purpose Of Training 34
Target Audience 34
Components Of Training 34
Role Of The Facilitator 35
Training 35
Workshop Overview 35
Learning Objectives 36
Planning 36
Steps For Instruction 39
Icon Glossary 43
Resources 43
Appendices 44
Appendix A: Assessment Guides 44
Formative Assessment for Activity 1 44
Formative Assessment for Activity 2 46

2
 Formative Assessment for Activity 3.1 47
Formative Assessment for Activity 3.2 48
Appendix B: Course Evaluation Form 49

Module 7: Execution Documents 50

Change Management Plan 50
Project Status Meeting Agenda 53
Project Status Meeting Minutes 55
Notice To Proceed 58
Progress Report 59
Table of Contents 59
Project Details 61
Summary 61
Achieved / In-progress Activities 61
Delayed / Revised Activities 62
Purchase Order 64

3
Module 1: Team Members and Roles

Team Members
Team 4 will create and deliver a learning program for PJ Enterprises. The following document
outlines the operating guidelines for our team.

Name Role Responsibilities

Rebecca Bernard Graphic Designer Designs and develops rich quality graphics
Amala Dass and animation.

Shelly (Michelle) Technical Writer Collects individual work & prepares draft for
Gillmore group edit. Assures the all documents
conform to a common form and style and
submits finalized document to the drop box.

Carolyn Project Coordinator Develops weekly activities and

Hammerschmidt corresponding deadlines.

Melody Mahr Business Analyst Helps research, looks at the bigger picture
and asks thought provoking questions "what
if? Everyone can participate in this role.

Debra Wampfler Subject Matter Takes the lead (not solely responsible) on
Expert the development of the instructional design
document that is required as one of the
project deliverables.

All group members Shared role of Assures communication with team members
Project Manager & Instructor, oversees project at high level.

Team Meeting Tool

Google Hangouts; Proposed meeting time Thursdays 8:00 pm CST

Team Values
Work with a shared purpose to create quality work.
Respect for all team members.
Personal responsibility to contribute to project and evenly distribute work.
Feedback is valued and for the purpose to improve and learn.

4
Behaviors
Participate fully on project activities and complete all assigned duties.
Attend all team meetings.
If unable to attend, the member will notify the Project Coordinator ahead of scheduled
meeting so it can be rescheduled if at all possible.
Start and end meetings on time (8:00 pm CST to 8:30 pm CST). Respond to emails or
other correspondence (every attempt will be made to answer within 24 hours).
Determine and meet all project deadlines.
Provide and solicit honest feedback without having side conversations (i.e. no gossiping in the
group)
Modify work if the group feels it doesnt meet the requirements.
Demonstrate flexibility with ideas.
Notify team of scheduling conflicts ahead of time.

Method for Handling Participation Issues

Part 1
Should a team member not be participating fully, the team will address the issue to the Project
Manager in the weekly conference call. The Project Manager is responsible for notifying the team
member that week to try to resolve the issue and to keep the project on task.

Part 2
If a team member does not fully participate for two weeks in a row, the Project Manager will contact
that member to see if the issue can be resolved. If not, the Project Manager will consult the course
instructor regarding further action.

Project Company Name

PJ Enterprises

Project Description
Design, develop, and deliver a learning program for the telephone operators. This program is to be delivered
before the catalogs are mailed. This learning program will replace the existing training course used by PJ
Enterprises.

5
Module 2: Gap Analysis

Project Gap Analysis Strategy

Information Needed
1. What does customer service look like at PJ Enterprises and what should a successful
customer call look like?
2. What type of training takes place and when does this training occur?
3. Does training include phone etiquette and customer service training?
4. What specific data is available from the system reports and customer service data regarding
customer complaints?
5. To what extent does the technology provided operator staff support effective customer
service?
6. What are the specific reasons for dissatisfaction and turnover among telephone operators?

Team Strategy
1. Interviews
- Management personnel
- One or two telephone operators randomly selected
2. Surveys
- 25 telephone operators
3. Panel Discussion
- 4 customer service supervisors
4. Conduct a mystery shopper study and be immersed in the customer experience first hand
5. Job-shadow various departments in the organization to understand and observe their tasks
6. Monitor calls of telephone operators and customer service staff to understand and observe
their tasks
7. Review of existing documentation - regarding customer complaints using customer service
data
8. Review training materials
9. Review new HR policies introduced regarding performance evaluation, self-evaluation and the
new employee handbook

Analysis Plan
Source of
Activity/Method Purpose or Information You Hope to Gain
Information
Panel Discussion To differentiate job responsibilities between Customer Service
Customer Service Representatives and Supervisors (4)
Telephone Operators and to understand the
levels of support the Customer Service
Supervisor provides
Interview To gather in-depth information about Human Resources
onboarding processes for new employees, new

6
 HR policies, staff requirements, and
performance evaluations.
Call Monitoring/ To observe what challenges telephone Telephone
Side by Side operator faces when handling phone calls Operators
Records/Data To ascertain training database/LMS for Customer Service
mining telephone operator training records/hours Supervisor
Immersion/User To experience the process from a customer Personal
Point of View point of view (mystery shopper exercise) experience
(POV) To gain a deeper understanding of the
employee experience (job shadow)
Review of existing To review customer feedback identifying System reports
documentation patterns in customer complaints

Questions to Ask: HR Director/Manager

1. What are the causes of the high employee turnover rate from all levels?
2. What do exit interviews tell you about the challenges an employee faced?
3. How many hours per day/week are the telephone operators required to work?
4. How many customer service staff/operators are part-time?
5. What is the content of the new HR policies?
6. How are new staff brought onboard?
7. What metrics are the telephone operators measured against in their performance evaluations?
8. How were the new performance evaluations rolled out to the telephone operators?
9. What characteristics or job skills do you look for when interviewing someone for the telephone
operator position?

Questions to Ask: Customer Service Supervisors

1. What are specific reasons some telephone operators are answering 3 calls per hour instead of
the desired 6 calls per hour/per person?
2. How often is each telephone operator receiving coaching/training?
3. What call flow or scripting do the telephone operators follow when speaking to customers?
4. How many operators/customer service employees are part-time?
5. Over the past year, what has been the attendance at staff meetings? Are these meetings
offered at various times of day?
6. What specific dissatisfactions do the telephone operators have regarding their jobs?
7. Four hours of training has been offered in the past for training, how many hours would you
recommend with the new training and larger catalog.
8. What, specifically, are the customer complaints around product knowledge and telephone
etiquette?
9. How have telephone etiquette and customer service been a part of previous training for
employees?
10. What training is provided throughout the year outside of a new catalog launch? When, how
and for how many hours do new employees receive this training?

Questions to Ask: CEO/Managing Director

1. What is the reasoning for offering employee meetings only in person?
2. What is the possibility of having virtual meetings? What technology would be needed?
3. What is the purpose and structure of employee meetings?
7
 4. Who is required to attend employee meetings?
5. What information is shared during employee meetings?
6. What is the management policy and reason for offering meetings as unpaid?
7. Why is the telephone system used at 85% capacity when it can be used at 90% capacity in
regards to answering customer inquiries? How do you see this performance improving?
8. What online options are available to customers to view products and place the order
themselves?
9. What are the roles of the other 19 employees in the company?
10. What information was gathered from the telephone operators who were interviewed?
11. If the phone system can support 40 headsets and there are now 29 personnel using these
headsets, what is the plan to utilize the remaining 11 headsets?
12. What call distribution features does the phone system have and how are calls be routed?
13. What data does the activity reporting software provide based on the calls received?

Questions to Ask: Telephone Operators

1. What are the challenges faced in answering customer calls?
2. What challenges do you face with equipment functioning properly? What improvements would
you make?
3. What challenges do you face in answering customer questions? What suggestions would you
make that could help you with this challenge?
4. In what areas was your past training helpful in performing your tasks as a telephone operator?
How could the training equip you for increased job performance?
5. What features within an online database would be helpful in performing your job?
6. What strategies do you use to solve customer problems?
7. What additional information would help you when assisting customers?
8. What additional training would you like to receive to better help you assist customers?

Questions to Ask: Catalog Director & Merchandising Manager

1. What information is provided in a product reference guide?
2. How are products organized in the product reference guide?
3. What features would be helpful in future reference guides?
4. What type of assessment is completed within the training to check for understanding?
5. During the training, what opportunities are provided for class responses and role-playing
scenarios?
6. What methods do you use to ensure the class knows the product and can answer customer
questions about specific products?
7. What focus is placed on key items that remain in the catalog throughout the season/year?

Roadblocks & Dependencies

1. Interviewees/survey takers not providing honest answers
2. Lack of data from the management to supplement our analysis
3. Allotment of paid time given to telephone operators to participate in surveys/interviews

Strategies to Mitigate Risks

1. We will interview the HR Manager/Supervisor if the HR Director is not available
2. If the interviewees are unable to meet us in person, we will schedule a virtual meeting

8
Module 3: Project Charter for Design 4 Solutions

Project Information
The purpose of this project is to develop training and guidance for customer service representatives at PJ
Enterprises. Design 4 Solutions will develop training which will help to improve customer satisfaction,
employee efficiency and satisfaction, and as a result will improve profitability for PJ Enterprises.

Project Name
PJ Enterprises - Customer Service Training and Development
Project Manager
Shelly Gillmore
Project Sponsor
PJ Enterprises Senior Management/CEO
Project Owner
Human Resources Director

Stakeholders and Impacts

Stakeholder
PJ Enterprise CEO, Susan Smith
Project Sponsor
Human Resources Director, Project
Owner
Dr. Paul Coverstone, Reviewer
Subject Matter Experts for
Merchandising and Catalog - Sheena
Perez, Merchandise Manager and
Judie Thompson, Catalog Director
Design 4 Solutions Team Members: Shelly,
Rebecca, Deb, Melody and Carolyn
Customer Service Managers & Supervisors
Telephone Operators
Role
Initiates, promotes, and signs off on project.
Oversees hiring and onboarding of new employees.
Manages coverage or overtime for training and
development of existing employees.
Expertise in project management
Catalog contact for new product information and
expertise in current merchandise.
Creation of training and project documentation, as well as
training delivery
Contribute as SMEs and provide input for training
materials
Contribute as SMEs and provide input for training
materials

9
Description of Work

Project Purpose
The purpose of the project is to design, develop, and deliver a learning program for the telephone
operators and customer service supervisors with two distinct focuses (1) to increase the efficiency
and ability of telephone operators to retrieve merchandise information from the catalog database
in order to describe features/benefits of products, and (2) to train telephone operators in customer
service skills and telephone etiquette in order to answer customer questions and improve
customer experience. The intended outcomes will be to improve company profitability, increase
customer call satisfaction scores, increase the number of calls received per hour, and to improve
employee retention and satisfaction.

Business Objectives
1. Quality and Customer Service
a. Improve customer satisfaction by reducing the number of customer complaints from two
out of every three (67%) to one out of ten (20%).
b. Increase the number of calls answered per hour from three (3) to the required six (6).
c. Increase the rate of return customers, from 50% to 75%.
2. Quality of Work Environment
a. Reduce staff turnover/termination from one every two months to one every four months.
b. Increase telephone operator satisfaction from 25% to 80%.

Project Deliverables
1. Technical training on catalog database
2. Customer Service training to include:
a. RLO development
b. Quick Reference Guides (QRGs)
c. On-site training
3. Recommendations report for improving Human Resource policies

In Scope
1. Technical training on catalog database for telephone operators and supervisors
a. Technical training on the system used to access catalog information: ex. categories,
search engine
b. Reusable guide and instructions on catalog database
2. Customer service training
a. Develop a RLO for customer service and phone etiquette training, including scenarios
practice.
b. Conduct on-site training and post project evaluation
c. Develop scripts and guides for greetings, FAQ and recurring complaints.
d. Create on boarding/new employee guides and training on customer service and phone
etiquette that can be administered as new employees arrive.
3. Recommendations report for improving Human Resource policies
a. Review current policy, telephone operator structure and configuration, analyze and

10
 make recommendations in form of a paper to improve policies and organization of
employees.
b. Provide a document on best practices in meeting agenda structure.

Out of Scope
1. Updated catalog database
2. Upgrade hardware configuration for database of catalog information to include online
searchable database of catalog information for telephone operators.
3. Installation of additional work stations
4. New equipment and technical improvement for the warehouse

Project Completion Criteria

The project deliverables will be completed, approved and accepted by the sponsor, PJ Enterprises
Senior Management.

Project Milestones
Timeframe
Milestone
(9 months)
Project Charter Week 1
Create Design Documents for each Training Month 1
Stakeholder Approval Month 1

Executive Approval Month 1

Hire a consultant-SME for best practices in customer service Month 1

Technical Catalog Training: Months 2-5
a. Technical training on the system used to access catalog
information: ex. categories, search engine
b. Reusable guide and instructions on catalog database
Customer Service Training:
a. RLO development
Months 2-5
b. Quick Reference Guides (QRGs)
c. On-site training
Recommendations for Human Resource policies: Month 6
a. Provide report on recommendations for policies and employee
structure of telephone operators and customer service
representatives
Month 6
Training Content - Stakeholder / Executive Approvals
Month 6
Implementation/training delivery
Evaluate effectiveness of training Month 9
Site visit 3 months after project completion
Note: A detailed schedule will be completed once the Design Document is created.

11
Risks
Likelihood Risk Owner Project Impact Mitigation Plan
Risk Area
L M H
Project
Loss of Key Stakeholder
X Sponsor/ Cross training of tasks
at PJ Enterprises
Owner
Catalog information is not
Project Consistent communication with
available in time for the X
Manager vendor regarding project need
RLO or database
Project
Higher than estimated Manager/ Regular communication of budget
X
project related expenses Project and expenses
Sponsor
Talent/skill analysis of team
Project members to know who can
Loss of Team 4 member X
Manager duplicate another role in the event
of an emergency.
Project Have optional vendor
Loss of vendor X
Manager information/database on standby
Employees hesitant in
Business Obtain agreements with
sharing adequate detail X
Analyst management regarding anonymity.
regarding current situation
Test software and understand
Instructional
LMS/Software Issues X limitations at the beginning of the
Designers
project
Insufficient database for
Project Communication with technical
catalog retrieval and X Manager support in PJ Enterprises
search

Assumptions
PJ Enterprises is responsible for:
1. Granting the project team access to the automated entry system
2. Updating product catalog on time
3. Providing facilities and equipment to train telephone operators and customer service
supervisors
Design 4 Solutions is responsible for:
1. Contracting with vendors needed to complete the project
2. Producing deliverables as outlined in this project charter
3. Managing the project and providing regular updates to project sponsor

Constraints
1. Time constraint related to catalog release
2. Employee availability due to phone coverage needed

12
 3. Database and training for the database will be based on what we know about existing
hardware and software, and all system limitations may not be known
4. Availability of key stakeholders including the project sponsor

External Dependencies
1. Successful update of a catalog database from an outside vendor for telephone and customer
service operators.
2. Successful completion of narration/audio materials from a multimedia developer.

Budget

Category Cost/Hours Estimate

SME - Customer Service Expert- Vendor Contract

$38,400
$80/hr for 3 months
Recording Narration / Audio - Vendor Contract
$19,200
$40/hr for 3 months
Facilitator and Learner Manuals Printing - Vendor Contract
$11,200
$35/hr for 2 months
Team 4 Production/Milestones
$93,750
750 hours at $125/hr
Total $162,550

Vendor Assistance Required

1. SMEs for call center best practices
2. Vendor to record audio for the RLO
3. Vendor to print facilitator and learners training manuals

Project Team Members & Roles

Est. Time
Name Role Responsibilities
Investment
Plans, budgets, and oversees all
aspects of the project. Maintains
communication with the Project
Shelly Gillmore Project Manager 75 hours
Sponsor and Project Owner. Sets
weekly meetings for the project
team.

Develops timelines and milestone

Project
deadlines. Responsible for
Carolyn Coordinator,
acquiring SME in customer 145 hours
Hammerschmidt Instructional
service. Review HR current policy
Designer
and provide recommendations.

13
 Develop on-boarding training
recommendations.

Develops the instructional design

Rebecca Bernard document and training. Works
215 hours
Amala Dass Instructional with SMEs for both merchandise
each
and Designers and customer service to develop
430 total
Debra Wampfler training content. Develop RLO on
customer service.

Gathers and analyzes data and

formulates conclusions to make
Business recommendations to the project
Melody Mahr 100 hours
Analyst stakeholders. Participates in post
project analysis to reflect upon
successes and lessons learned.

Approvals

Role Signature Date

Project Sponsor ______________________________ ___________________

Project Owner ______________________________ ___________________

Project Manager ______________________________ ___________________

Project Coordinator ______________________________ ___________________

14
Module 4: Project Management Plan

Project Information
Project Name
PJ Enterprises - Customer Service Training and Development

Project Description/Overview
Design 4 Solutions will develop training for customer service representatives at PJ Enterprises, which
will help to improve customer satisfaction, employee efficiency and satisfaction, and as a result will
improve profitability for PJ Enterprises.

Project Purpose
The purpose of the project is to design, develop, and deliver a learning program for the telephone
operators and customer service supervisors with two distinct focuses (1) to increase the efficiency
and ability of telephone operators to retrieve merchandise information from the catalog database in
order to describe features/benefits of products, (2) to train telephone operators in customer service
skills and telephone etiquette in order to answer customer questions and improve customer
experience and (3) provide a report to Human Resources on recommendations for policies and
employee structure of telephone operators and customer service representatives. The intended
outcomes will be to improve company profitability, increase customer call satisfaction scores,
increase the number of calls received per hour, and to improve employee retention and satisfaction.

Business Objectives
1. Quality and Customer Service
a. Improve customer satisfaction by reducing the number of customer complaints from two
out of every three (67%) to one out of ten (20%).
b. Increase the number of calls answered per hour from three (3) to the required six (6).
c. Increase the rate of return customers, from 50% to 75%.

2. Quality of Work Environment

a. Reduce staff turnover/termination from one every two months to one every four months.
b. Increase telephone operator satisfaction from 25% to 80%.

Scope Management Plan

Introduction
The Scope Management Plan documents the roles and responsibilities as they pertain to the scope,
the definition, control measures, change control, and the projects work breakdown structure. Project
communication should adhere to this plan.

This plan is for designing, developing, and delivering a training product which will be used to improve
the quality of customer service and the work environment for PJ Enterprises.

15
Scope Management Approach

For this project, scope management will be the responsibility of the Project Manager. The scope for
this project is defined by the Scope Statement, Work Breakdown Structure (WBS). The Project
Manager, Sponsor and Stakeholders will establish and approve documentation for measuring project
scope which includes deliverable quality checklists and work performance measurements. Proposed
scope changes may be initiated by the Project Manager, Stakeholders or any member of the project
team. All change requests will be submitted to the Project Manager who will then evaluate the
requested scope change. Upon acceptance of the scope change request the Project Manager will
submit the scope change request to the Project Sponsor for acceptance. Upon approval of scope
changes by the Project Sponsor, the Project Manager will update all project documents and
communicate the scope change to all stakeholders. Based on feedback and input from the Project
Manager and Stakeholders, the Project Sponsor is responsible for the acceptance of the final project
deliverables and project scope.

Roles and Responsibilities

The Project Manager, sponsor, owner, and team will all play key roles in managing the scope of this
project. The table below defines the roles and responsibilities.

Name Role Responsibilities

PJ Enterprises Sponsor Approve or deny scope change requests

CEO Evaluate need for scope change requests
Accept final project deliverables

HR Director Owner Evaluate need for scope change requests

Approve project deliverables

Shelly Gillmore Project Measure and verify project scope

Manager Facilitate scope change requests
Facilitate impact assessment of scope change requests
Organize and facilitate scheduled change control meetings
Communicate outcomes of scope change requests
Update project documents upon approval of all scope
changes

Carolyn Team Measure and verify project scope

Hammerschmidt Lead Validate scope change requests
Participate in impact assessment of scope change
requests
Communicate outcomes of scope change requests to team
Facilitate team level change review process

Rebecca Bernard Team Participate in defining change resolutions

Amala Dass Member Evaluate the need for scope changes and communicates
them to the Project Manager

16
 Melody Mahr Team Participate in defining change resolutions
Member Evaluate the need for scope changes and communicates
them to the Project Manager

Deb Wampfler Team Participate in defining change resolutions

Member Evaluate the need for scope changes and communicates
them to the Project Manager

Scope Definition
The scope for this project was defined through a comprehensive gap analysis. Data was collected
through surveys, interviews, panel discussions, and PJ Enterprises customer feedback to understand
potential problems with current operations. This process of expert judgment provided feedback on the
most effective ways to meet the goals of increasing profitability for PJ Enterprises, meeting internal
call requirement, and increasing customer satisfaction. From this information, the team created the
project charter. This document highlighted the deliverables, items that were in-scope and
out-of-scope, project milestones and a preliminary budget.

Project Scope Statement

The Project Scope Statement provide a detailed list of the product description, acceptance criteria,
deliverables, constraints, and assumptions. Additionally, the project scope includes exclusions, or the
work that is not included in the project.

Product Scope Description: This project includes the design and delivery of training aimed at (1)
increasing the efficiency and ability of telephone operators to retrieve merchandise information from
the catalog database in order to describe features/benefits of products; (2) training telephone
operators in customer service skills and telephone etiquette in order to improve customer experience;
and (3) developing recommendations for Human Resources on recommendations on policies and the
employee structure of telephone operators and customer service representatives.

Product Acceptance Criteria: The project will be completed and accepted once the three project
deliverables have been delivered to PJ Enterprises: (1) customer service training; (2) technical
training on the catalog database; and (3) recommendations to Human Resources .

Product Deliverables

The deliverables for this project include:

The Project Plan (this document) outlines the plans for the project including the Scope
Management Plan, Work Breakdown Structure, Project Schedule, Communications Matrix, and
the Change Management Plan.

Two Design Documents for (1) Customer Service Training & (2) Technical Catalog Training
Course purpose and goals
Audience analysis

17
 Terminal and enabling objectives
Instructional strategies
Learning assessments
Instructional delivery method
Media plan
508 Accommodations
Course outline and flowchart
Navigation
Screen layout
Development tools
Ownership
Support Requirements

RLO for Customer Service and Phone Etiquette Training

Storyboarding, Prototype, Usability Testing

Quick Reference Guide for Customer Service Training

Definition of excellent customer service
Specific wording of greetings
FAQ,
Return policy
Prompt to take customer service survey

Facilitator Guide for On-Site Customer Service Training

Introduction
Training objectives
Schedule/timeline
Detailed lesson plans

Reusable Guide & Instructions for Technical Catalog Training

Introduction
User interface
Instructions

RLO for Technical Catalog Training

Storyboarding, Prototype, Usability Testing

Human Resources Report

Recommendations for policies and employee structure changes of telephone operators
and customer service representatives

18
 Post Evaluation of Training
Electronic survey to reassess telephone operator and customer service representative
satisfaction
Analysis of these results as a written report

Project Constraints: Design 4 Solutions work will be restricted to the agreed scope, budget, and
timeline as described the Project Management Plan (this document) and the Project Charter, not to
exceed 9 months in duration or $170,000 in spending.

The following situations may impact Design 4 Solutions ability to complete the project:
Shifts in the call center limiting telephone operators
High turnover rate of telephone operators
Changes to computer hardware or software at PJ Enterprises
Availability of key stakeholders due to holidays or pre-scheduled vacations

Project Assumptions: Assumptions for this project are that support will be provided by the project
sponsor and all department managers and that adequate internal resources are available for the
successful completion of this project.

Project Exclusions: This project scope does not include the following elements which may be critical
to the overall success of the customer service training : (1) updating the catalog database; (2)
upgrading the hardware configuration for database of catalog information to include online searchable
database of catalog information for telephone operators; (3) installation of additional work stations; (4)
new equipment and technical improvement for the warehouse

Scope Verification
As this project progresses, the Project Manager will verify project deliverables as defined in scope
statement and work breakdown structure (WBS). Next the Project Manager meets with the Owner
and Sponsor for formal acceptance of the deliverable. During this meeting, the Sponsor and Owner
will accept the deliverable by signing a formal project deliverable acceptance document. This will
ensure that project work remains within scope of the project on a consistent basis.

Scope Control
The Project Manager and team will work together to control the scope of the project. The team will
ensure that they perform only the work described in the WBS and generate the defined deliverables
for each element. The Project Manager will oversee the project team and the progression of the
project to ensure that this scope control process is followed.

If a change to the project scope is needed, the process for recommending changes to the scope of
the project must be carried out. Any team member, sponsor, or owner may request changes to the
project scope by submitting a Change Request Document to the Project Manager. The Project
Manager will deny a change request if it does not apply to the intent of the project or she may
convene a Change Control Meeting between the project team, Sponsor, and Owner to review the
request in detail. If a change receives approval, then the Sponsor will formally accept the change by
signing the Project Change Control document. Upon acceptance, the Project Manager will update all

19
project documents and communicate the scope change to all project team members and
stakeholders

Risks

Likelihood Risk Owner Project Impact Mitigation Plan

Risk Area
L M H
Project
Loss of Key Stakeholder at
X Sponsor/ Cross training of tasks
PJ Enterprises
Owner
Catalog information is not
Project Consistent communication with
available in time for the X
Manager vendor regarding project need
RLO or database
Project
Higher than estimated Manager/ Regular communication of budget and
X
project related expenses Project expenses
Sponsor
Talent/skill analysis of team members
Project
Loss of Team 4 member X to know who can duplicate another
Manager
role in the event of an emergency.
Project Have optional vendor
Loss of vendor X
Manager information/database on standby
Employees hesitant in
Business Obtain agreements with management
sharing adequate detail X
Analyst regarding anonymity.
regarding current situation
Test software and understand
Instructional
LMS/Software Issues X limitations at the beginning of the
Designers
project
Insufficient database for
Project Communication with technical support
catalog retrieval and X Manager in PJ Enterprises
search

20
Communications Matrix
The following table identifies the communications requirements for this project.

Type Objective Medium Frequency Audience Owner Deliverable Format

Kickoff Introduce the Face to Once Project Project Agenda Soft copy
Meeting project team Face Sponsor Manager archived on
and the project. Meeting project
Review project Project Team Minutes SharePoint site
objectives and and project
management Stakeholders web site
approach.

Project Review status Face to Weekly Project Team Project Agenda Soft copy
Team of the project Face Manager archived on
Meetings with the team. Meeting project
Conferenc Minutes SharePoint site
e Call and project
Project web site
schedule

Instructio Discuss and Face to As Needed Instructional Team Agenda Soft copy
nal develop Face Designers Lead archived on
Design Instructional Meeting project
Meetings design solutions Minutes SharePoint site
for the project. and project
web site

Project Report on Face to Monthly PJ Human Project Agenda Soft copy

Update status of the Face Resources Manager archived on
Meetings project Director, Project project
(including Conferenc Sheena Status SharePoint site
interviews, e Perez, Report and project
feedback) to Call Merchandise web site
management. Manager and
Judie
Thompson,
Catalog
Director

Project Report the Email Monthly Project Project Project Soft copy
Status status of the Sponsor Manager Status archived on
Reports project including Report project
activities, Project Team SharePoint site
progress, costs Project and project web
and issues. Stakeholders schedule site

21
Change Management Plan
Organization
Project Name Project Number
Requestor Date Requested
Project Manager Project Owner

Describe the Requested Change

Describe the Reason for the Request

Risk Identification/Analysis

Impact Analysis
Work Products to be Modified Version Number

1.
2.
3.
Describe the impact of the suggested change to work that is already complete or in progress.

Quality Impact
Additional Quality Assurance or Quality Control Activities
1.
2.
3.
Describe the impact of the change to quality assurance activities and quality control activities.

22
Schedule Impact
New Deliverables Description Effort Date Impact to Other Delivery
Required Dates
Hours
1.
2.
3.
Based on the impact, state the estimated date for implementing the requested change. State the new estimated project
completion date.

Budget Impact
New Deliverables Description Lessen or Eliminate Other Cost of New Total
Deliverable
Expenses? Please describe.
1.
2.
3.
Describe the overall impact to budget/cost.

Decision
Approved Rejected
Approved with modifications Deferred

Justifications

Additional Comments

__________________________________ ______________________________________
Approvers Printed Name Date
__________________________________ ______________________________________
Signature Title

__________________________________ ______________________________________
Project Managers Printed Name Date

__________________________________ ______________________________________
Signature Title

23
Work Breakdown Structure (WBS)

View PDF here

https://drive.google.com/file/d/0B-Vc57ixCFZ5SnhhZ0tGTUZPRUU/view?usp=sharing

24
Gantt Chart

View PDF here

https://drive.google.com/file/d/0B-Vc57ixCFZ5eGxaRVRWNDlqOGs/view?usp=sharing

25
Module 5: Instructional Design Document

Project Name:

PJ Enterprises - Customer Service Training and Development

Brief Project Description

Design 4 Solutions will develop training for customer service representatives at PJ Enterprises,
which will help to improve customer satisfaction, employee efficiency and satisfaction, and as a
result will improve profitability for PJ Enterprises.

Design 4 Solutions will design, develop, and deliver a learning program for the telephone operators
and customer service supervisors with two distinct focuses (1) to increase the efficiency and ability of
telephone operators to retrieve merchandise information from the catalog database in order to
describe features/benefits of products, (2) to train telephone operators in customer service skills and
telephone etiquette in order to answer customer questions and improve customer experience and (3)
provide a report to Human Resources on recommendations for policies and employee structure of
telephone operators and customer service representatives. The intended outcomes will be to
improve company profitability, increase customer call satisfaction scores, increase the number of
calls received per hour, and to improve employee retention and satisfaction.

Instructional Need
Based on the front end analysis that we conducted, our data collection and observation found that
the Telephone Operators lack basic customer service skills and confidence to be able to effectively
execute their tasks. Calls/inquiries from customers are not adequately attended to, and customers
have provided feedback that the Telephone Operators place them on long holds or redirect the call to
their supervisor.

While we identified distinct skills and knowledge gap amongst the customer service representative,
we also identified areas of improvement required for Human Resources policies and procedures.

Target Audience
Customer service representatives at PJ Enterprises comprising of 4 Customer Service Supervisors
and 25 Telephone Operators.

26
 Learner Characteristics
As the target learners for this course are working adults, the design of this instruction will be based
on Adult Learning Theory. Learners are largely self-directed and bring a large amount of
background knowledge or related experiences. As a result, learning should be: (1) task-oriented or
create opportunities problem solving; (2) build on a participants prior knowledge and experiences;
and (3) include a rationale for learning.
Primary Audience
25 Telephone Operators at PJ Enterprises
Secondary Audience
4 Customer Service Supervisors
General Learner Characteristics
18 years or older
High School Degree or equivalent
Able to read, write, and speak English proficiently
Problem solving skills
Entry Characteristics
Sales experience
Able to navigate a keyboard
Type 15 WPM
Experience with Microsoft applications
Work effectively in a team based environment
Uses time efficiently

Learning Environment
The following denotes the recommended learning environment for both, Classroom Training and
Computer-Based Training:

Classroom Training
3 sessions conducted on-site with a maximum of 10 learners per session
Computer Based Training
Access to RLO through the organizations Learning Management System

Requirements
Onsite Facilities/Classroom Training
Air conditioned - temperature set at 64F
Training room to accommodate approximately 10 students and 2 facilitators
Emergency Exit Diagram
WiFi/Internet access
Classroom seating layout
A/V equipment - Projector, lapel mic, external speakers, laptop with CD-ROM insert,
projector screen/wall
27
 Whiteboard
Flipchart stand and flipchart pads
Marker pens
Writing pads and pens for learners
Masking tape/blue tack
Washroom

Computer-Based Training
Have Internet access with a 28.8K modem or faster
Accept browser cookies
Enable JavaScript on Web browser
Set browser to refresh at every page
Not be behind a firewall that blocks cookies or blocks access to a secure server
Turn off pop-up blocking. (Internet Explorer users only)
Have speakers connected to the computer and turned on
Be in a quiet environment - without interruptions
The room should have good lighting

Constraints
Onsite Facilities/Classroom Training
Working schedule/rotation of the customer service representatives to be available so
that they can attend their scheduled training

Computer Based Training

Learning environment that the learner chooses is beyond our control

Recommendations

Onsite Facilities/Classroom Training

Food & Beverage - 2 snacks and 1 lunch per learner/day

Computer Based Training

Adobe Acrobat Reader 5.0 or higher
A minimum 56k modem is recommended to download components such as audio files

Training Format
The training format consists of :
1. Technical Catalog Training: Blended
a. Instructor Led with Role Play Activities
b. Reusable guide and instructions on catalog database
2. Customer Service Training: Blended
a. RLO
b. Quick Reference Guides (QRGs)
c. On-site training (Role Play Activities)

28
Terminal Objectives
1. Terminal Objective: Given a customer request for an exchange or return, customer service
operators will be able to provide a solution to customer exchange and return problem, without
escalating to a customer service manager, 90% of the time.
Enabling Absorb Do Activity Connect Activity
Objectives Activity
Identify the PJ Read PJ Given scenarios with a Given scenarios without a resolution to a
policies and Policies and customer request and customer request, identify the policy or
regulations Regulations appropriate resolution, identify regulation that applies and will resolve
regarding regarding the policy or regulation that the request.
exchanges and exchanges was followed.
returns. and returns.
Assessment: (Connect Activity) Application of appropriate policy to solve
a customer request.
Apply the If, And, Read the If, Given several written Listen to several examples of a customer
Then Decision And Then descriptions of a customer service representative solving customer
Table to solve a Sample problems and their problems, before the customer service
customer problem. Decision appropriate solutions, identify representative solve the problem, use the
Table the steps taken on the If, And, If, And, Then Decision Table to
Then Decision Table to determine the correct course of action.
determine that solution. After each example, finish listening to the
response the customer service operator
provided and compare your answer.
Assessment: (Connect Activity) Comparative answer to suggested
answer.
Demonstrate the Read the Given the steps in a mixed Practice (3) processing separate
steps to make a steps order, sort the steps in the requests for customer exchanges
customer required to correct order. demonstrating the appropriate steps.
exchange. make a
customer
Assessment:
exchange.
Successful completion of the (3) exchanges.

Demonstrate the Read the Given the steps in a mixed Practice (3) processing separate
steps to make a steps order, sort the steps in the requests for customer returns
customer return. required to correct order. demonstrating the appropriate steps.
make a
Assessment:
customer
Successful completion of the (3) returns.
return.

29
2. Terminal Objective: At the conclusion of RLO and scenario-based instruction, telephone
operators will successfully perform correct phone etiquette 90% of the time.

Enabling Absorb Activity Do Activity Connect Activity

Objectives
Identify best RLO containing Multiple Choice Scenario Based Activity - Real world decisions in phone
practice phone real life etiquette made leading to happy/unhappy customers. Feedback provided
etiquette when scenarios that on why the customer is happy/unhappy. Time allotted to reflect on how
assisting represent real the experience made the learner feel and what choices could be made in
customers. life operator the future.
experiences
Assessment: Multiple Choice Scenario Based Activity

Demonstrate Scenario Scenario Practice - Telephone operators role playing specific scenarios in
best practice Presentation pairs and then providing feedback. Each person playing the role of the
phone etiquette customer and telephone operator, in turn.
via scenario
Assessment: Scenario Practice - Each pair conducts role playing
based activities.
scenario in front of the class. Large group provides feedback on areas
well done and those areas of opportunity.

Demonstrate Script Script Practice - Telephone operators role playing specific scenarios in
script usage as Presentation pairs using provided scripts and then providing feedback. Each person
related to playing the role of the customer and telephone operator, in turn. Job aid
customer calls provided.
and service.
Assessment: Assessment: Script Practice - Each pair conducts role
playing scenario in front of the class using provided scripts. Large group
provides feedback on areas well done and those areas of opportunity.

Assessment Summary
Scenario assessment choices will appeal to the problem-centered learning styles of our adult
learners, and setting up scenarios that are based on their day to day experiences will have
relevance and impact on their lives and their work. Multiple choice was chosen to reinforce Blooms
Remember and Understand, but feedback and scenario discussion would extend learning to deeper
aspects of Blooms Taxonomy highlighting Apply and Analyze. Repetition as a learning strategy is
employed to increase exposure to material, increase insights into the need for phone etiquette and
to help the learner see how this step helps the overall structure of customer service. It also builds to
the need for and helpfulness of scripting.

30
 Evaluation Plan

Formative

Analysis: Project training and deliverables agreed upon by PJ Enterprises based on GAP
analysis. PJ Enterprises signs off on Project Charter and Project Management Plan.

Design: Review of design document by a third party instructional designer. Storyboards

reviewed by PJ Enterprises executives. All documents are revised according to feedback
given.

Development: Learning modules are tested in accordance with the usability test and
debugged. Learning modules are rated using the Quality Matters Continuing and
Professional Education rubric and revised. Project is reviewed by PJ Enterprises
executives and revised according to feedback given.

Implementation: Procedure for training facilitators is developed and followed.

Summative

Design 4 Solutions team

Project closure report detailing an executive summary, project results, budget
performance, schedule performance, change management, lessons learned, and
next steps.

Confirmative

3 months after project completion:

Survey to reassess telephone operator and customer service representative
satisfaction
Analysis of these results as a written report to PJ Enterprises

31
Module 6: Facilitator Guide

Prepared for PJ Enterprises by Design 4 Solutions LLC

32
CONTENTS

INTRODUCTION 2

CONTENT INTRODUCTION 2

PURPOSE OF TRAINING 3

TARGET AUDIENCE 3

COMPONENTS OF TRAINING 3

ROLE OF THE FACILITATOR 4

TRAINING 4

WORKSHOP OVERVIEW 4

LEARNING OBJECTIVES 5

PLANNING 5

STEPS FOR INSTRUCTION 8

ICON GLOSSARY 13

RESOURCES 13

APPENDICES 13

APPENDIX A: ASSESSMENT GUIDES 14

APPENDIX B: COURSE EVALUATION FORM 18

33
Introduction
Content Introduction
Customer service is an essential element to a businesss success. High quality customer service includes (1)
repeat customers by building trust and reliability; (2) increased profitability by increasing sales; and (3)
increased employee satisfaction, efficiency and retention.

The Telephone Operator Training in this facilitator guide is designed to teach customer service representatives
and telephone operators best practices in customer service skills and telephone etiquette in order to answer
customer questions and improve customer experience. The activities are designed and scaffolded in a way
that will help to prepare participants to achieve the intended learning goals. Participants will learn, practice, and
apply these concepts to real-world scenarios.

Purpose Of Training
Design 4 Solutions developed the Telephone Operator Training for customer service representatives and
telephone operators at PJ Enterprises to improve customer satisfaction, employee efficiency and satisfaction,
and as a result will improve profitability for PJ Enterprises.

The purpose of this guide is to equip the facilitator to implement the Telephone Operator Training and meet the
goals of the PJ Enterprises Customer Service Training:

Goal #1: Quality of Customer Service

a. Improve customer satisfaction by reducing the number of customer complaints from two out of every
three (67%) to one out of ten (20%)
b. Increase the number of calls answered per hour from three (3) to the required six (6)
c. Increase the rate of return customers, from 50% to 75%

Goal #2: Quality of Work Environment

d. Reduce staff turnover/termination from one every two months to one every four months
e. Increase telephone operator satisfaction from 25% to 80%

Target Audience
This training is designed for PJ Enterprises employees comprising of Customer Service Supervisors and
Telephone Operators.

Components Of Training
The Telephone Operator Training includes two components: (1) an element of an computer-based training
and (2) a face-to-face workshop. These components have a sequential order, therefore, completion of the
computer-based training is required prior to attending the face-to-face workshop.

Component 1: Best Practices in Phone Etiquette and Customer Service-Computer-Based Training

In Best Practices in Phone Etiquette and Customer Service, participants will access online scenario-based
activities to practice proper telephone etiquette and learn how to respond to various customer calls.

34
Successful completion of these training modules are the pre-work for the face-to-face workshop. The facilitator
can expect to work with PJ Enterprises Human Resources Learning Department to roll out this training and
monitor completion status of participants.

Component 2: Applying Best Practices in Customer Service-Face to Face Workshop

In Applying Best Practices in Customer Service, participants will attend a face-to-face training at PJ
Enterprises to practice applying concepts learned in the computer-based training modules through scenario
discussion in small groups. Participants will demonstrate the steps to solve customer problems and to assist
with a return or exchange.

Role Of The Facilitator

This section of the Facilitator Guide provides a checklist to understand the role of the facilitator.

(1) Ensure satisfactory completion of computer-based training

Collaborate with PJ Enterprises Human Resources Learning Department to:
Determine online training dates
Provide access to computer training modules during regular business hours
Provide access to PJ Enterprises computer training room
Monitor completion status and scores of participants through a learning management system

(2) Facilitate the face-to-face workshop

Basic content knowledge
Review the PJ Policies and Regulations for Customer Service
Complete Best Practices in Phone Etiquette and Customer Service training with score of 90
percent or higher on all Knowledge Check items
Read training content in this guide cover to cover with to understand concepts and activities
Anticipate possible questions
Preparing and organizing
Reserve a room that best fits the size of the group and allows for both small and large group
activities
Arrange for A/V equipment and setup
Review and arrange for the required workshop materials and equipment
Plan for time requirements as outlined in the Steps for Training
Plan for breaks
Order refreshments

Training
Workshop Overview
The goal of Applying Best Practices in Customer Service face-to-face workshop is to enable participants to (1)
demonstrate best practices in customer service and phone etiquette and (2) provide solutions to customer
requests for exchanges, returns, and product problems.

35
Learning Objectives
The following objectives represents the learning objectives that will be taught in this workshop.

Terminal Objective
Given a customer request for an exchange or return, customer service operators will be able to provide a
solution to customer exchange and return problem, without escalating to a customer service manager,
90% of the time.

Enabling Objectives
Identify the PJ policies and regulations regarding exchanges and returns.
Apply the If, And, Then Decision Table to solve a customer problem.
Demonstrate the steps to make a customer exchange.
Demonstrate the steps to make a customer return.

Planning
Use this list to remember key tasks to do in advance of the workshop.

2-4 MONTHS BEFORE

Schedule training date with PJ Enterprises
Applying Best Practices in Customer Service works for groups of as small as 5 or as big as the full
team of customer service representatives and telephone operators. Discuss with PJ Enterprises the
best option for training employees as not to interrupt daily business operations

Reserve the facility

Ensure that the PJ Enterprises facility has adequate space to conduct small and large group activities
and that there is A/V equipment to project the PowerPoint presentation. Place an order for
refreshments.

Set up the registration process

Small groups of participants can be registered for the computer-based training pre-work through email.
Communicate deadlines to complete this step prior to the face-to-face workshop.

1 MONTH BEFORE
Enroll participants for computer-based training pre-work
Enroll participants into Best Practices in Phone Etiquette and Customer Service computer-based
training course

Organize equipment and print/order materials

Item Details/Qty
Laptop loaded with PowerPoint software & Applying Best
1
Practices in Customer Service presentation*
Adaptor to connect laptop to projector 1

Quick Reference Guide (QRG) 1 per participant

36
 Post-It Easel & Flip Chart Pad, Self-Stick 25x30 1 pad & easel per 3 participants

Sharpie Flip-Chart Markers (8 per pack) 1 pack per 3 participants

Name tags 1 per participant

Pens, traditional black or blue 1 per participant

Folders with PJ Enterprises logo 1 per participant

Highlighters, yellow and pink 2 per participant

Handout 1: PJ Policies and Regulations 1 per participant, plus overage

Scenarios 1: PJ Policies and Regulations 1 per 3 participants

Handout 2: If, And, Then Sample Decision Table 1 per participant, plus overage

Evaluation Forms 1 per participant

2 WEEKS BEFORE
Confirm facility
Ensure that the room setup, A/V needs, and refreshment arrangements are in place.

Set up Usernames and Passwords

Create usernames and passwords in the learning management system or collaborate with Information
Technology Department at PJ Enterprises to complete this step.

Prepare folders
Print copies of all handouts on colored paper and organize into folders.

Prepare Welcome email

Prepare a mail merge email to send one week prior to the face-to-face training. Customize the following
text:

Hi, [FIRST NAME]

I am delighted that you are joining us on [DATE] for Applying Best Practices in Customer Service
workshop. I hope you take away three things from our training:

Best practice in customer service

Application of If, And, Then decision making strategies
Better understanding of how to improve customer feedback with your personal service

The experience begins today with a computer-based training entitled, B est Practices in Phone
Etiquette and Customer Service. This will prepare you to get the most out of our face-to-face time.
Please complete this pre-work before our session.

To begin, follow these steps:

1. Click the link to [CUSTOM LOGIN SCREEN]

37
 2. Enter your username and password. Your username is: [USERNAME]. Your password is:
[PASSWORD].
3. Select the course title: Best Practices in Phone Etiquette and Customer Service
4. Select Click here to START

I look forward to seeing you on [DATE] at [TIME]. Please reply to this email if you have any
questions.

Sincerely,
[FACILITATORS NAME]

1 WEEK BEFORE
Send Welcome email
See directions for preparing this email on the previous page. Ensure usernames and passwords and
link are provided by PJ Enterprises IT Department if applicable.

Check your laptop

Check that the Applying Best Practices in Customer Service presentation is saved to your device an all
slides are working. Check that any embedded videos, music, and chimes work properly.

Prepare name tags

Write or print a name tag for each participant. Divide participants into groups of 2-3 and assign a letter
or color for each group. Write or print this on the name tag.

3 DAYS BEFORE
Check pre-work progress
Check participants performance and progress in the computer-based training pre-work. Send a
reminder email to participants to have not completed the activities. Congratulate those who have
finished. Continue to monitor until all participants have finished.

1 DAY BEFORE
Facility setup
Check room setup at PJ Enterprises. Connect your laptop and to check A/V equipment.

DAY OF EVENT
Facility setup
Approximately 45 minutes prior to the start of training, do the following:
Ensure tables, chairs, screen, projector are set up.
Place easel, flip chart, and markers at each station. Write color or letter station on each in large
letters.
Place folders, pens, and highlighters at each table.
Connect the laptop to the projector and load and start the presentation on Slide 1. Start playing
a music playlist, ideally with high-energy songs to start the training.
Arrange name tags on check-in table near the entrance.
Ensure that the beverage service is ready.

Arrival of Participants
Stand by the entrance as participants arrive. Greet each person with a handshake and personal
welcome. Direct them to get their name tag, where to sit, and offer a beverage.

38
Steps For Instruction
The Steps for Instruction section provides guidance for the facilitator on script and actions during the workshop
itself. These instructions can be customized to meet a small or large group workshop and can be adjusted to
the facilitator's training style.

Icons are used to indicate what a facilitator should say and do during the workshop along with when a small
group exercise, video presentation, and flipchart are utilized. For a full list of the icons and their description,
please refer to the Icon Glossary.

The estimated time is provided, but it is important to allow for flexibility when moderating the workshop. Breaks
can be adjusted at the facilitators discretion.

Instructional Steps Duration

Welcome and Introductions 10 min.

When it is time to begin announce:

Ladies and gentlemen, welcome to Applying Best Practices in Customer
Service training.

Say a few words of welcome (include something about the audience,

something about yourself, and a general message for the day)

Please turn your attention to the screen for a welcome message from PJ
Enterprises CEO [NAME OF CEO].

Play Video on Slide 2 of presentation

Introduce yourself. Then invite participants to introduce themselves and

say their organization role.

Set Learning Intentions 5 min.

The training today will provide you with background information, decision
tools, and practice time that will improve the processing and flow of
customer requests.

Navigate to Slide 3: Overview of the agenda

Explain the overall schedule of the course. Review break times and
housekeeping items (restrooms, exits, etc.)

Navigate to Slide 4: Workshop objectives

Read the objectives and explain importance of customer service at PJ

39
Enterprises.

Throughout this workshop, you will be given the tools to confidently

address customer requests. The ability to satisfy customer issues will be
a key component to improving the quality of your work environment and
your level of job satisfaction. In addition, PJ Enterprises will improve its
overall customer satisfaction leading to improved quarterly sales goals.

Activity 1: Review PJ Customer Service Policies 30 min.

How would knowing the PJ Customer Service Policies and Regulations

impact role role as a customer service operator?

Take answers from participants, then navigate to Slide 5: PJ Policies and

Regulations.

Instruct participants to locate Handout 1: PJ Policies and Regulations

that is in their folder and take one of each highlighter: yellow and pink
found on the table. Refer to the question on the slide: What is my prior
knowledge of PJ Customer Service policies? Invite them to highlight
familiar policies in yellow and unfamiliar policies in pink.

Ask participants share their notes with each other in small groups (2-3) at
the table.

Move around the room listening to discussion, helping to start discussion

where it has stalled. Call to attention when ready to move on.

Now, lets apply these policies and regulations to a set of scenarios.

Navigate to Slide 6: Scenarios with appropriate resolutions

Instruct participants to locate Scenarios 1: PJ Policies and Regulations

that is located in their folder. Given scenarios with a customer request
and appropriate resolution, invite participants in their small groups (2-3)
to identify the policy or regulation that was followed.

Each group should be responsible to share one scenario with the large
group.

Navigate to Slide 7: Scenarios without resolution

Ask participants to complete the same process with scenarios without a

resolution to a customer request. Instruct each group determine to
resolve the situation and to identify the policy or regulation that applies.

40
Record these examples on the flipchart. Allow time for discussion
regarding the impact of the policies and regulations on dealing with a
customer request.

Move around the room listening to discussion, helping to provide

guidance on proper resolutions as needed. Call to attention when ready
to move on.

Formative Assessment for Activity 1 (See Appendix A)

15 minute break - Navigate to Slide 8 15 min.

Activity 2: If, And, Then Sample Decision Table 30 min.

Transition back from break. Call to attention.

How would your work in customer service be impacted if you were
provided with a decision table-job aid-to address customer requests?

Take answers from participants, then navigate to Slide 9: If, And, Then
Sample Decision Table.

Instruct participants to locate Handout 2: If, And Then Sample Decision

Table that is located in their folder. Ask participants to read over the
Decision Table and briefly discuss it in their small groups.
Remind participants here that they are looking at this table in a general
sense, their next steps will use it more specifically.

Call to attention.
Click to play video: If, And, then Decision Table. Listen to examples of
a customer service representative solving customer problems. Pause the
video prior to the solution and ask participants to use the If, And, Then
Decision Table to determine the correct course of action. Share reponses
as a large group. Play the solution and discuss any differences.

Navigate to Slide 10: Descriptions of Problems and Solutions

In small groups, share written descriptions of customer problems and

their appropriate solutions, identify the steps taken on the If, And, Then
Decision Table to determine that solution. Write solutions on flip chart
and share as a large group.

Move around the room to assure that all operators are participating.
Answer questions as they arise.

41
 After each example, finish listening to the response the customer service
operator provided and compare your answer.

Formative Assessment for Activity 2 (See Appendix A)

Activity 3: Demonstrate the steps to make a customer 30 min.

exchange or return
What are the obstacles you could envision if you were asked to put
together a bookshelf from a big box store without the directions?

Navigate to Slide 11: Making a Customer Exchange

Share with participants the importance of directions and steps in a

process. Share how the steps can show us the way completely or can
guide us so that we are left to make a few decisions ourselves. As with
the bookshelf, we may have the basic set-up, but we could vary the shelf
heights, etc.

Invite participants to review Steps To Make a Customer Exchange on the

Quick Reference Guide. Discuss these steps with the large group.
Demonstrate how these steps will work in a real world setting.

In small groups, practice processing separate requests for customer

exchanges demonstrating the appropriate steps. Use flip chart to record
responses.

Move around the room to assure that participants are sorting steps into
the correct order.

Navigate to Slide 12: Making a Customer Return

Repeat these this process using the Quick Reference Guide to have
participants understand how to make a customer return.

Formative Assessment for Activity 3.1 and 3.2 (See Appendix A)

Conclusion 10 min.

As we conclude our Applying Best Practices in Customer Service training

today, it is my hope that you have been better equipped in your role as
customer service representatives. Consider the ways you can use the
information you have learned today.

42
 Navigate to Slide 13: Conclusion

Summarize the purpose of the workshop and review the learning

intentions that should now be learning outcomes.

Ask the participants if they have any questions about the class or content
that was covered throughout. Respond as appropriate.

Handout the Course Evaluation Form. Ask participants to fill out the form
and return before leaving the classroom.

After Training
1. Gather completed evaluation forms
2. Share results of evaluation and determine next steps
3. Follow up on any unanswered questions from your session
4. Conduct self-review of session, looking for areas of opportunity as a
facilitator

Icon Glossary

FACILITATOR TO SAY

FACILITATOR TO DO

FLIPCHART USE

SMALL GROUP EXERCISE

VIDEO PRESENTATION

43
Resources
For more information about customer service skills and using proper etiquette when speaking with a customer,
consult these reference materials:
Knowledge Management System - related articles
Quick Reference Guide
Best Practices in Phone Etiquette and Customer Service RLO
http://www.contextualstrategygroup.com/the-ultimate-guide-customer-service/

Appendices
Appendix A: Activity / Assessment Guides
i) Formative Assessment 1
ii) Formative Assessment 2
iii) Formative Assessment 3.1
iv) Formative Assessment 3.2
Appendix B: Handouts
i) Handout 1: PJ Policies and Regulations
ii) Handout 2: Course Evaluation Form

44
Appendix A: Assessment Guides

Formative Assessment for Activity 1

Knowledge self-assessment
In groups of 2-3, have participants provide at least one real world scenario and discuss how policy and
regulation applies and how they might resolve customer issues using policies and regulations.
Participants to present their findings to the class.

Move around the room listening to discussion, helping to start discussion where it has stalled.

45
Formative Assessment for Activity 2

Recalling details of the If, And, Then Decision Table, ask participants to work in their small groups through the
example scenario below. Each group should form a response for each example.

IF AND THEN

Sample Scenario:

Scenario 1

Mrs. Lily Chan purchased item code: JHC20004506 Japanese Hand-painted Tea Set on 15 December 2016. Her
purchase was shipped out on 16 December 2016 through USPS Priority Delivery Service and was delivered to
her home address on 18 December 2016. On 3 February 2017, Mrs. Lily Chan called PJ Enterprises Customer
Service Support requesting for a return and full refund. She said that four out of five tea cups were chipped
when she received the delivery.

Scenario 2

Ms. Emily Watson purchased item code: TLJ5899900744 Mens Tweed Jacket in size M on 1 October 2016. On
5 October 2016, she called PJ Enterprises Customer Service Support requesting if she could exchange the
jacket to size L. She also requested if PJ Enterprises could bear the cost of shipping.

Scenario 3

Mrs. Birchman purchased item code: LTC30008562740 Linen 6ft Table Cloth, design code #02 Maroon and
White on 3 November 2016. The care label on the item indicated cold, and hand wash only. On 15 November
2016, Mrs. Birchman called PJ Enterprises Customer Service Support and provided feedback that the maroon
color had bled to the white portion of the table cloth. She wanted a new replacement to be sent to her of the
same item code and design code.

46
Formative Assessment for Activity 3.1

Given the steps in a mixed order on the flipchart, learners will sort the steps into the correct order.

Instructions: Find the transaction by scanning your customer's receipt, searching for your customer's
name or doing a search in the customer purchase report.

Steps Answer

47
Formative Assessment for Activity 3.2

In small groups again, individuals will successfully complete 3 exchanges in the proper order. Group members
will encourage and offer ideas and opportunities for growth to one another.

Move about the room and ensure full participation and encourage proper interaction.
Reiterate order and technique are key.
Encourage operators to smile as they speak

48
Appendix B: Course Evaluation Form

Customer Service - Telephone Operator Training

Please help us improve this training by responding candidly to the following statements:

Scale Definition: 1 Strongly Disagree 2 Disagree 3 Neither Agree nor Disagree 4 Agree 5 Strongly Agree

Course objectives were well communicated 1 2 3 4 5

The training was built to match the way I need to do my job 1 2 3 4 5
Adequate time was allotted for explanations/practice 1 2 3 4 5
The training materials were well written 1 2 3 4 5
Job aids are available to support what I learned 1 2 3 4 5
I know where to get assistance when I return to my job 1 2 3 4 5
Overall the class was satisfactory 1 2 3 4 5

Write down one thing you learned during this training.

What do you still have questions about?

How can we improve the workshop?

Name Email

49
Module 7: Execution Documents

Change Management Plan

Organization PJ Enterprise
PJ Enterprises - Customer
Project Name Service Training and Project Number 1012
Development
Date
Requestor Sheena 9/13/17
Requested
Project Norma Marshall, Human Resources Director
Shelly Gillmore Project Owner
Manager

Describe the Requested Change

The home furnishings product line from vendor Accent 4 Life will need to be removed
from all training content. Additionally, content will need to be added on how to handle
upset/irate customers due to a popular product line no longer being available.

Describe the Reason for the Request

A product line from catalog vendor Accents 4 Life is being pulled from the PJ
Enterprises catalog Fall catalogue due to the fabric manufacturer in China not passing
U. S. inspection codes. There no ETA at this time as to when the issue will be resolved.

Risk Identification/Analysis
Risks include a delay in training telephone operators and customer service supervisors.
This delay directly impacts customer satisfaction, low productivity, high staff turnover,
and poor employee satisfaction.

Impact Analysis
Work Products to be Modified Version Number

1. Facilitator Guide and Participant Handouts for the Technical training on the catalog V3
database
2. Customer Service training - RLO V2

3. Facilitator Guide and Learner Guide for the Customer Service training V3

4. Customer Service Quick Reference Guide V2

Describe the impact of the suggested change to work that is already complete or in progress. The Instructional Design team
is currently at the beginning of week 6 of development in which most of the deliverables are in the final review stage. We will need
to move back to the scoping phase of the project to ensure a full understanding of the new training and which specific need to be
removed from the training content.

50
Quality Impact
Additional Quality Assurance or Quality Control Activities
1. Additional cross review between Instructional Design Teams (Carolyn/Melody) and (Deb/Rebecca) of all
content to ensure there is no reference to the identified products.
2. Repeat usability test for Technical Training RLO.
3. Approval by Sheena Perez on new examples to be used throughout guides and training.
Describe the impact of the change to quality assurance activities and quality control activities. All content will need to be
verified in that the specific products are no longer listed, as well content added for the new deliverables.

Schedule Impact
New Deliverables Description Effort Hours Date Impact to Other
Required Delivery Dates

1. Customer Service SME needed to assist with the new 80 hours 9.13.17 Stakeholder
Handling Irate Customers section reviews, training
2. Re-recording portions of the RLO audio 40 hours 10.03.17 delivery,
3. Additional tasks and work needed by the Instructional 120 hours 10.13.17 evaluation of
Design Team training, and HR
4. Quick Reference Guide, Facilitator Guide, and Learner 30 hours 10.13.17 recommendation
Guide all need to be reprinted s report will be
delayed by 1
month
Based on the impact, state the estimated date for implementing the requested change. State the new estimated project
completion date. Design Solutions Team 4 would need an additional four weeks to implement the requested changes and have
the updated content printed for training.

Budget Impact
New Deliverables Description Lessen or Eliminate Cost of Total
New
Other Expenses? Please
Deliverable
describe.
1. SME - Customer Service Expert- Vendor Contract Increased expenses due $80/hr $6400
to additional tasks $40/hr $1600
2. Recording Narration / Audio - Vendor Contract
3. Team 4 Production/Milestones $125/hr $15,000

4. Facilitator and Learner Manuals Printing - Vendor $35/hr $1050

Contract
Describe the overall impact to budget/cost. The cost for the additional asks the Design Solutions Team 4 would need to
complete cost approximately $24,450.

51
Decision

X Approved Rejected

Approved with modifications Deferred

Justifications
All individuals needed to support this ask are available for the additional month, PJ Enterprise can afford the
additional cost, updates are required due to the loss of a vendor.

Additional Comments

__________________________________ ______________________________________
Approvers Printed Name Date

__________________________________ ______________________________________
Signature Title

__________________________________ ______________________________________
Project Managers Printed Name Date

__________________________________ ______________________________________
Signature Title

52
Project Status Meeting Agenda

Project Name: PJ Enterprises - Customer Service Training Date: 9/18/17

and Development
Facilitator(s): Shelly Gillmore (Project Manager) Time: 1:00pm
Meeting Type: Project Update Meeting
Requested Attendees: Susan Smith (CEO PJ Enterprise and Project Sponsor)
Norma Marshall (Human Resources Director and Project Owner)
Sheena Perez (Merchandise Manager)
Judie Thompson (Catalog Director)
Carolyn Hammerschmidt (Project Coordinator)
Melody Mahr (Business Analyst)
Rebecca Bernard Amala Dass (Instructional Designer)
Deb Wampfler (Instructional Designer)

MEETING OBJECTIVES

To provide an update to project team and stakeholders on the course of action taken to address the loss of the
Accents 4 Life home furnishings product line from the PJ Catalog due fabric manufacturing inspection failures.
To discuss and sign-off on proposed Change Management Plan dated 9.13.17.

ACTION ITEM REVIEW

Shelly Gillmore

1. Complete a Change Management Plan (dated 9.13.17) as requested by Sheena Perez.

2. Contact The Printery to discuss change to schedule.

Melody Mahr, Carolyn Hammerschmidt

1. Determine specifics on technical training updates needed including removal of impacted RLO and
printed guide content.

Rebecca Bernard Amala Dass, Deb Wampfler

1. Develop add-on to Instructional Design Document for Customer Service and Telephone Training- new
categories of: Discontinued Products and Irate/Unhappy Customers.
2. Determine any/if specific revisions are needed to printed guides for Customer Service.

SCHEDULE REVIEW

The Instructional Design team is currently at the beginning of week 6 of development in which most of the
deliverables are in the final review stage. The impact of the loss of Accents 4 Life Product Line are being
addressed through revisiting scope to expand training deliverables to address loss of product line, and
customer service concerns associated with the loss of line. Additionally, training deliverables are being revised

53
to address of specific examples in which Accents 4 Life products were references and used as examples.

Work Completed
Change Management Plan dated September 13, 2017
Review of new deliverables
Review of the budget impact on new deliverables
Progress Report dated September 15, 2017
Technical Training for Catalog Database: Revise and Finalize RLO
Technical Training for Catalog Database: Quick Reference Guides
Customer Service and Telephone Training: RLO Usability Testing
Customer Service and Telephone Training: Quick Reference Guides

Planned Work for the Next Two Weeks

Notice to Proceed
New Deliverables:
SME: Customer Service Expert- Vendor Contract
Recording Narration/Audio - Vendor Contract
Team 4 Production/Milestones
Facilitator and Learner Manuals Printing - Vendor Contract
Customer Service and Telephone Training: Discontinued Products
Customer Service and Telephone Training: Irate/Unhappy Customers

RISK MANAGEMENT

Risks Identified in Project Charter (March 19, 2017)

Loss of Vendor
Higher than estimated project related expenses.
Loss of key stakeholder at PJ Enterprise.
Loss of Team 4 member.
Employees hesitant in sharing adequate detail regarding current situation.
LMS/Software Issues
Insufficient database for catalog retrieval and search

54
Project Status Meeting Minutes

Project Name: PJ Enterprises - Customer Service Training and Date: 9/18/17

Development
Facilitator(s): Shelly Gillmore (Project Manager) Time: 1:00pm
Meeting Type: Project Update Meeting
Attendees: Susan Smith (CEO PJ Enterprise and Project Sponsor)
Sheena Perez (Merchandise Manager)
Judie Thompson (Catalog Director)
Carolyn Hammerschmidt (Project Coordinator)
Melody Mahr (Business Analyst)
Rebecca Bernard Amala Dass (Instructional Designer)
Deb Wampfler (Instructional Designer)

MEETING OBJECTIVES

To provide an update to project team and stakeholders on the course of action taken to address the loss of the
Accents 4 Life home furnishings product line from the PJ Catalog due fabric manufacturing inspection failures.
To discuss and sign-off on proposed Change Management Plan dated 9.13.17.

ACTION ITEM REVIEW

Shelly Gillmore

1. Complete a Change Management Plan (dated 9.13.17) as requested by Sheena Perez. Change
Management Plan was submitted to Sheena on 9.13.17, this meeting will review specifics of content on
the plan to address any additional concerns of additions that may be needed.
2. Contact the Printery to discuss change to schedule. Printery was contacted and they have put our order
on hold and will awake a Notice to Proceed before taking any final materials to print. Deadline will be
adjusted based on our new schedule.

Melody Mahr, Carolyn Hammerschmidt

1. Determine specifics on technical training updates needed including removal of impacted RLO and
printed guides content. Both RLO and printed guides will be impacted, specifically with the use of item
number #40097 that was used as an example. In process of finishing a full document on affected
changes and will email the itemized list by 9.21.17.

Rebecca Bernard Amala Dass, Deb Wampfler

1. Develop add-on to Instructional Design Document for Customer Service and Telephone Training- new
categories of: Discontinued Products and Irate/Unhappy Customers. Contacted SME on 9.14.17 and
working to develop the Instructional Design Document which will reflect this new addition. Discontinued
Products will also affect customers who have previously purchased the goods, will need guidance from
Sheena Perez on how customers will be notified of change in status of items (refunds) so that those

55
 policies can be incorporated into training. Sheena discussed that they are looking for replacement
goods for next catalog.
2. Determine any/if specific revisions are needed to printed guides for Customer Service. Changes
identified for use of specific examples will be emailed by 9.20.17. Additional development for materials
for printed guides will be addressed in the add-on in the Instructional Design Document. Expected
completion by 9.23.17 as SME is available to meet early next week (9.21.17).

SCHEDULE REVIEW

The Instructional Design team is currently at the beginning of week 6 of development in which most of the
deliverables are in the final review stage. The impact of the loss of Accents 4 Life Product LIne are being
addressed through revisiting scope to expand training deliverables to address loss of product line, and
customer service concerns associated with the loss of line. Additionally, training deliverables are being revised
to address of specific examples in which Accents 4 Life products were references and used as examples.

Work Completed
Change Management Plan dated September 13, 2017 reviewed document; no further changes
necessary, will sign upon completion of the meeting
Review of new deliverables
Review of the budget impact on new deliverables
Progress Report dated September 15, 2017 reviewed document; no changes identified
Technical Training for Catalog Database: Revise and Finalize RLO
Technical Training for Catalog Database: Quick Reference Guides
Customer Service and Telephone Training: RLO Usability Testing
Customer Service and Telephone Training: Quick Reference Guides

Planned Work for the Next Two Weeks

Notice to Proceed Shelly will contact The Printery with official Notice to Proceed, set date of
completion to October 25, 2017
New Deliverables:
SME: Customer Service Expert- Vendor Contract Meeting set for 9.21.17
Recording Narration/Audio - Vendor Contract Melody will develop revised contract and timeline
for the revised narration regarding item number #40097 (expected completion 10.1.17) as well
as any additional content as developed by Deb and Rebecca as identified in Design Document
(expected completion 9.23.17) and reviewed Storyboard (expected completion 9.30.17)
Team 4 Production/Milestones Shelly and Carolyn will update the production deadlines and
milestones based on dates determined at this meeting and additional identified targets based on
vendor availability.
Facilitator and Learner Manuals Printing - Vendor Contract (Printery/Shelly)
Customer Service and Telephone Training: Discontinued Products/ Irate/Unhappy Customers This will
be identified in the Design Document expected completion 9.23.17 after meeting with SME on 9.21.17.

RISK MANAGEMENT

Loss of Vendor: Vendors are aware of current changes and additional projects, they are confirmed on
board with changes pending sign-off of adjusted schedule and budgets.

56
 Higher than estimated project related expenses. Based on PJ Enterprise losing Accents 4 Life, and
their request for our additional and expanded project, the budget has been adjusted.
Loss of key stakeholder at PJ Enterprise. Not realized.
Loss of Team 4 member. Not realized.
Employees hesitant in sharing adequate detail regarding current situation. Mitigated situation through
anonymous survey dated April, 6, 2017. Information provided was sufficient to proceed with
development of Design Document.
LMS/Software Issues Not realized.
Insufficient database for catalog retrieval and search PJ Enterprise has completed an update to system
during June 2017 and the new database is sufficient and has served as the basis for our training.

57
 Notice To Proceed

Design 4 Solutions
1004 Calumet Way
Columbus, OH 43215

TO:
The Printery
400 Market Street
Akron, OH 44312

September 19, 2017

RE: Project: Customer Service Training
Project Owner: PJ Enterprises

NOTIFICATION OF CHANGE:

Page 15 of the Telephone Operator Training Facilitator Guide will now include a 4th scenario to
specifically address changes in vendor, Accents 4 Life. A new digital copy of the training guide with
this change has been sent to Jane Dobush, Office Manager, to replace the original. Please verify that
page 15 has been modified before printing.

This is to notify you that work on the above project is scheduled to commence on September 20,
2017. In accordance with the Contract signed September 19, 2017 work should be completed by
October 25, 2017.

Sincerely,

ShellyGillmore

Shelly Gillmore, Project Manager

Design 4 Solutions

58
Progress Report

59
Table of Contents

Table of Contents 2

Progress Report 3

Project Details 3

Summary 3

Achieved / In-progress Activities 3

Delayed / Revised Activities 5

60
Progress Report
Project Details

Project name PJ Enterprises - Customer Service Training and Development

Reporting period 15th - 30th September 2017
Report compiled by Design 4 Solutions LLC
Date submitted 15th September 2017

Summary
The design and development of all deliverables were in progress according to the project schedule. Usability
testing for Technical Training for Catalog Database and Customer Service & Telephone Etiquette Training
was executed and completed between 23rd August and 13th September 2017. However, on 13th September
2017 we received information that a product line from catalog vendor Accents 4 Life is being pulled from the PJ
Enterprises catalogue due to the fabric manufacturer in China not passing U. S. inspection codes. This has
resulted in the home furnishings product line from vendor Accent 4 Life having to be removed from all training
content. Additionally, content will need to be added on how to handle upset/irate customers due to a popular
product line no longer being available.

Project Manager - Shelly Gillmore has submitted a Change Management Plan on 13 September 2017 for
review and approval.

Achieved / In-progress Activities

Activity : Preparation to Conduct On-site Training

Status Achieved
Activity dates Planned: 1 August 2017 - 15 August 2017
Actual: 10 August 2017 - 7 September 2017
Progress This activity started with a delay of 10 days due to issue in obtaining the participant name
list for training enrollment. The cause of the issue was contributed by the employee
turnover and hiring or new personnel to replace them in time for us to roll out our training.
Training venue identification
Outputs
Participant name list/ enrollment
created
Printed materials - participant handouts and facilitator guides

61
Activity : Programing Prototype for RLOs

Status Achieved
Activity dates Planned: 2 July 2017 - 22 August 2017
Actual: 2 July 2017 - 20 August 2017
Progress RLO prototype for two RLOs were completed - Technical Training for Catalog
Database, and Customer Service & Telephone Etiquette Training. These activities were
completed 2 days ahead of schedule resulting in the subsequent task - Usability Testing
started on 21st August 2017 instead of 23rd August 2017.
RLO Prototypes:
Outputs
Technical Training for Catalog Database
created
Customer Service & Telephone Etiquette Training

Activity : Usability Testing

Status Achieved
Activity dates Planned: 23 August 2017 - 12 September 2017
Actual: 21 August 2017 - 12 September 2017
Progress Usability testing started 2 days ahead of schedule with the RLO prototype completing by
20 August 2017.
Usability testing:
Outputs
Technical Training for Catalog Database
created
Customer Service & Telephone Etiquette Training

Activity : Quick Reference Guides

Status In-progress
Activity dates Planned: 13 September 2017 - 30 September 2017
Actual: Started on 13 September 2017 but now placed on-hold
Reason Product line from catalog vendor Accents 4 Life was pulled from PJ Enterprises
catalogue due to the fabric manufacturer in China not passing U. S. inspection codes
Activities Predecessor activities related to Customer Service & Telephone Etiquette Training must
affected be completed prior this activity can be executed.

Delayed / Revised Activities

Activity : Removal of Training Content Related to Home Furnishings Product Line from Accent
4 Life Vendor

62
Status Challenges
Duration Estimated delay of 60 to 65 days
Product line from catalog vendor Accents 4 Life was pulled from PJ Enterprises catalogue
Reason
due to the fabric manufacturer in China not passing U. S. inspection codes

Printed materials; participant handouts and facilitator guides

Activities
Storyboarding
affected
Training Prototype
Usability Testing

Activity : New Content On How to Handle Upset Customers Due to a Popular Product Line
Removed from the Catalog

Status Challenges
Duration Estimated delay of 60 to 65 days
Reason Product line from catalog vendor Accents 4 Life was pulled from PJ Enterprises catalogue
due to the fabric manufacturer in China not passing U. S. inspection codes
Printed materials - participant handouts and facilitator guides
Activities
Storyboarding
affected
Training Prototype
Usability Testing

End of report

63
 Purchase Order
April 13, 2017
Design 4 Solutions LLC
1004 Calumet Way
Columbus, OH 43215
614-206-5555
gillmore.shelly@design4solutions.com

INVOICE NO.: 515687

The following number must appear on all related correspondence, shipping papers, and invoices:
P.O. NUMBER: 6064884
To: Ship to:
The Printery PJ Enterprises
400 Market Street 5600 Valley View Drive
Akron, OH 44312 Akron, OH 44312
330-303-1414 330-303-5555

P.O. Date Requisitioner Ship by Ship via F.O.B. Point Terms

09/13/17 S. Gillmore 10/13/17 Fed Ex Buyer PIA

Qty. Unit Description Unit price Total

5 Ea Technical Training -- Facilitator Guide(18 page plus
cover)
30 Ea Technical Training -- Learner Guide (25 page plus
cover)
5 Ea Customer Service Training -- Facilitator Guide(18
page plus cover)
30 Ea Customer Service Training -- Learner Guide (25
page plus cover)
30 Ea Quick Reference Guide

Subtotal (30 hours X $35 per hour) 1050.00

Shipping
Tax
Other
Total $1050.00
1. Please send 2 copies of your invoice.
2. Enter this order in accordance with the prices, terms, and delivery method, and specifications listed above.
3. Notify us immediately if you are unable to ship as specified.
4. Send all correspondence to:
Shelly Gillmore
Design 4 Solutions LLC
614-206-5555
gillmore.shelly@design4solutions.com
Authorized by:ShellyGillmore Date: 04/13/2017

64