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Project Charter for Team 1

November 12, 2017

Project Information
PJ Enterprises has set their targets for the upcoming year. Several of these objectives are directly
affected by telephone catalog sales and customer service operators. The consulting firm TTEM
(Tim,Teague,Erik,Michelle), has been hired by PJ Enterprises to design, develop and deliver a
comprehensive product information database and customer service training focused on improving
customer service scores and in turn, exceed targeted profitability.

Project Name: QCSP- Quality Customer Service Project

Project Sponsor: Dr. Paul Coverstone

Project Owner: Sheena Perez, Project Owner

Stakeholders & Roles

Stakeholder Role
Dr. Coverstone will oversee the QCSP.
Dr. Paul Coverstone, Project Sponsor, Tie Provide answers to project questions.
Breaker Review and sign off on deliverables.
Resolve conflict and decisions that may result
in a tie.
Sheena will be consulted on training for the QCSP.
Sheena Perez, Merchandising Manager, Project Provide input on training documents as a
Owner SME.

Chris will assist Sheena and insure QCSP training


Chris Critical, Assistant Product Manager, design documents are reviewed and relevant to PJ
Reviewer Enterprises products.

Judy will review products and decide what will be


Judy Thompson, Catalog Director included in QCSP.
Judy will also serve as a SME for catalog
products and training.

Kathy will assist Judy on approving catalog products


to be included in the QCSP product information
Kathy Catalog, Assistant Catalog Director,
database.
Subject Matter Expert
Sam advises on all employee issues related to QCSP.
Sam Human, Human Resources Director

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Attend QCSP training, and practice sessions.
Telephone Operators and Customer Service
Supervisors

Telly will be trained on QCSP deliverables.


Telly James, Head of Telephone Catalog and Train current and new employees on the
Customer Service Operators QCSP deliverables.

TTEM will collectively;


TTEM:
Oversee the QCSP project maintaining
Erik Andracek, Project Manager; Tim Lockman, rapport with all upper management at PJ
Technology Developer; Teague Orblych, Enterprises from start to finish.
Business Analyst; Michelle Janney, Technical Perform performance and gap analysis to
Writer/Project Coordinator determine Pj Enterprises needs.
Design, develop and deliver product
database and training modules.
Oversee timelines, budget and review.
Assist with initial training of Telly James. She
will be conducting ongoing training.
Obtain sign off on all relevant project
documents.

Description of Work
QCSP, Quality Customer Service Project, will design, develop and deliver a product information database
and telephone operator customer service training modules.

Project Purpose
The purpose of QCSP is to support PJ Enterprise's business objective to attain a 10 percent improvement
on customer-service scores over the upcoming year and focus on the company mission to provide
quality customer service delivery. Improved customer satisfaction will increase sales and help meet the
projected $3 million increase over last year.

QCSP will develop, design and deliver a quality staff training product database to telephone and
customer service operators in order to increase product knowledge helping improve customer survey
scores; maintaining or increasing profitability and projected growth.

QCSP telephone operator and customer service etiquette training will be delivered via online modules to
accommodate the need for training availability around telephone operator schedules. During

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development of the training program TTEM will apply best practices and principles of andragogy; the
how and why adult learners learn best.

Business Objectives
The proposed QCSP training plan of improving catalog sales will directly support the following business
objectives.
Aggressive growth to maintain or exceed projected targets
Maintain profitability
Focus on quality and customer service with 10% improvement on customer-service scores
Focus on quality of work environment and staff development and recognition
Target increase of $3 million in catalog sales over last year

Project Deliverables

Product information database: A digital product catalogue that contains important information
on each product to support customer service representatives. The database will include all
available information on the product including pricing and special use instructions. Information
will be easily searchable. The product database will be modifiable to allow PJ Enterprise
personnel the ability to update the product database in the future.
Product database training guide for management: The training guide will be a PDF that
outlines a training protocol to facilitate management in the training of PJ Enterprises
employees responsible for utilizing the database. The training guide will also detail the
procedure for updating the product database in the future to accommodate product
changes.
Product database hands-on training for management: TTEM personnel will lead a full-
day training with management personnel on the use, updating and implementation of
the product database. This is a train-the-trainer session and will focus on how
management can support end-users in the use of the product database.
Product database user guide: The user guide will be a PDF designed to guide the
database end-user in the use of the product database to support customer service
interactions. The user guide will be indexed and organized by performance tasks.
Customer service training modules: These will be reusable learning objects (RLO) provided in a
SCORM compliant .zip file. Separate RLOs will be provided for the following topics: telephone
etiquette, and resolving customer issues quickly. Each RLO will be approximately an hour in
length.

In Scope
1. Create a digital product database of current products.
2. Create reusable, digital training related to telephone etiquette and resolving issues quickly.

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Out of Scope
1. New hire training.
2. Creating, managing or integrating the customer service training modules into an LMS.
3. Researching information about products for the database or securing pictures. All information
for the product database will be provided by PJ Enterprises.
4. Product information verification or fact checking before entering into the product database
5. Updating the information guide when new products are added.
6. Any and all logistics related to conducting the product database management training session.
This includes but is not limited to: reserving space, identifying personnel, providing meals,
transportation or providing necessary technology.
7. Conducting training to customer service representatives on the use of the product database.
8. Technology support: Including but not limited to software upgrades, hardware upgrades and
integrating the product database into current systems.

Project Completion Criteria


The project will be completed when the following conditions have been met:

Product information database delivered and conforms to client approved mock-up. All
information provided by client on day 15 is included in the database.
Product database training guide for management delivered in PDF format and conforms to
visual design and layout approved by the client.
Product database user guide delivered in PDF format and conforms to visual design and layout
approved by the client.
RLO on telephone etiquette delivered in SCORM compliant .zip file and conforms to design
documents and storyboard approved by the client.
RLO on resolving customer issues quickly delivered in SCORM compliant .zip file and conforms to
design documents and storyboard approved by the client.
Hands-on training for management conducted by TTEM by day 150 on date and time approved
by day 30.

Project Milestones
Milestone Date
Project initiation and charter approval by all stakeholders Day 0
Product catalogue information provided by client to TTEM Day 15
Client has identified and TTEM has approved location and time of product Day 30
database hands-on training for management
RLOs design documents client approval Day 30
Training document visual design and layout client approved
RLOs storyboard client approval Day 60
Product database mock-up client approval Day 60
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Product database delivered Day 90
RLOs delivered Day 90
Product database training guide for management delivered Day 100
Product database user guide delivered Day 100
Product database hands-on training for management completed Day 150

Risks
Risk Area Low, Medium, or Risk Owner Project Impact- Mitigation
High Likelihood Plan
Catalog information medium PJ Enterprises PJ Enterprises assigns a team to
inaccurate or delayed begin examining the catalogue
information on day 1 for accuracy
and to ensure delivery date of
information
Falling sales requires low PJ Enterprises Fund the project in stages.
budget adjustment or
project cancellation
PJ Enterprises low PJ Enterprises PJ Enterprise stakeholders work
stakeholder quits with subordinates to ensure
continuity in work in case of a
stakeholder absence
Lack of low PJ Enterprises PJ Enterprises senior level
engagement/support management communicate
by PJ Enterprises importance of the project to
stakeholders stakeholders. PJ Enterprises
identifies a liaison to work with
TTEM to resolve staff issues that
may arise.

Assumptions
PJ Enterprises administration supports the project.
PJ Enterprises administration is supporting the project adequately enough financially.
The project team will have complete access to the product catalog, including pricing and
potentially proprietary information.
PJ Enterprises stakeholders will allow all personnel that needs training to receive training.
PJ Enterprises stakeholders will allow identified personnel to participate in the project.
Telephone operators and customer service supervisors will be willing to take part in training.
Stakeholders will speak candidly and provide complete and accurate information on surveys and
in interviews.

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Constraints
Scheduling meetings with stakeholders. This might be resolved by planning and scheduling
meetings in advance of the project.
Getting questions answered or issued resolved that need to be answered or resolved by the
stakeholders. This might be resolved by also scheduling meetings with the stakeholders prior to
the project beginning so that issues may be resolved at these meetings.
Project team conflicts. These may be resolved by turning to PJ Enterprises administration.
Existing legal agreements. Any concerns here can be resolved by being aware of such
agreements and working with stakeholders to make sure the project works within the
boundaries of the agreements.
Labor laws. Any concerns here can be resolved by paying attention to the standard practices of
the company in this area.

External Dependencies
Installation of any hardware or software requirements for the product information database,
training guide, user guide, and RLOs.
Installation of any new equipment
Printing

Budget
Category Cost/Hours Estimate
(All estimates are based on a $100.00 an hour rate and a 40 hour
work week)
Product information database If the product will be delivered at 90 days that is approximately
13 weeks of production time. If the designer works 30 hrs a week
that is 390 hours total but the designer is also producing the RLOs
so he will work 20 hours per week on the database and 10 per
week on the RLOs

The cost here would be 20 hours per week x 13 weeks = 260


total hours x $100.00 an hour = $26,000.00.

Product database training guide If the product will be delivered at 100 days that is approximately
for management 14 weeks of production time. If the designer works 30 hrs a week
that is 420 hours total but the designer is also producing a user
guide so this work will be split evenly.

The cost here would be 15 hours per week x 14 weeks = 210


total hours x $100.00 an hour = $21,000.00.

Product database hands-on If the product will be delivered at 150 days that is approximately
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training for management 21 weeks of production time. If the designers work 20 hrs a week
that is 420 hours total X 2 designers = 840 hours total x $100.00
per hour would equal $84,000.00. This estimate will include the
designers teaching the full day training session.

Product database user guide The cost here would be 15 hours per week x 14 weeks = 210
total hours x $100.00 an hour = $21,000.00.

Customer service training The cost here would be 10 hours per week x 13 weeks = 130
modules total hours x $100.00 an hour = $13,000.00.
Telephone etiquette
Resolving customer
issues

Vendor Assistance Required


Hardware and software installation
Equipment installation

Project Team Members & Roles


Name Role Responsibilities Est. Time Investment
(Time estimates are based
on 40 hour work weeks
and project completion at
150 days)
Erik Andracek Project Will direct the project from initial 40 hours per week x 21
Manager planning to eventual weeks = 840 hours total
implementation. Will need to
organize periodic meetings to
discuss how the deliverables will be
met.

Michelle Technical Writer Will prepare all the documents used 40 hours per week x 21
Janney in the project, which include the weeks = 840 hours total
database language, training guide,
hands-on training script, database
user guide, and RLO scripts. These
various contents will be finalized in
consultation with the team. Will
also prepare, edit, and submit
documents by established
deadlines. The entire team can
participate here.

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Tim Lockman Technology Will be responsible for graphics, 40 hours per week x 21
Developer animations, and other visuals for the weeks = 840 hours total
RLOs. Will also be responsible for
the production of the product
database.

Teague Business Will help research, look at the bigger 40 hours per week x 21
Orblych Analyst picture and ask the what if? weeks = 840 hours total
questions. Will also be heavily
involved in the data gathering from
the surveys, interviews, monitorings,
and observations. Will be
responsible for organizing the data
and providing the meaning. Will
also lead full day of training. The
entire team can participate here.
Sheena Perez Subject Matter Will be consulted on training for the 5 hours per week x 21
Expert project and will provide input on weeks = 105 hours total
training documents as an SME.

Judie Subject Matter Will review products and decide 5 hours per week x 21
Thompson Expert what will be included in project. weeks = 105 hours total

Customer Company We will need to draw upon their 5 hours per week x 4
Service Contacts knowledge of the employees. What supervisors = 20 hours per
Supervisors works and what doesnt work. week x 21 weeks = 420
total hours

Approvals
Role Signature Date

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