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Project Management Plan Team #3: Instructional Design Solutions 1

Project Plan for Team 3

November 22nd, 2015

Project Information

Project Name

This project will be referred to as PJ Enterprise’s Catalog Launch/Customer Service Training.

Project Description/Overview

The purpose of this project is to design, develop, and deliver a training that is to be completed by customer service supervisors and operators prior to an upcoming catalog mailing. This face-to-face training program will replace a prior instructor-led training program, which was designed and delivered by one of the individuals who will serve as a subject matter expert for this project. A $400,000 budget has been set for the project, with an end goal of increasing sales. PJE goals include a net profit increase of $2 million that will require aggressive growth, primarily through a focus on work environment, staff development, and customer service. Phase one of this project was an extensive front-end analysis that incorporated qualitative and quantitative research. Training has been deemed to be an appropriate solution to some of the needs assessed; therefore, ID Solutions will work with appropriate stakeholders, including SMEs, to develop, design, and implement a training program. Following implementation, ID Solutions will evaluate the training solution, seek client feedback, re-assess needs and revise as appropriate. ID Solutions will create a training module template for the launch of new products and catalogs to assist TOs in becoming better-informed about products and quicker response the telephone orders. The template will be customizable, allowing PJE to update the template as products are discontinued and new products are introduced.

Project Purpose

The purpose of this project is to design, develop and deliver a training program to PJE staff improving the customer service and working towards the company goal of a net profit $2 million increase.

Business Objectives

The primary goal of this project is to improve customer service scores by 10%. This includes an improvement in operator product knowledge, customer wait time, calls taken per hour, and the overall customer experience. Better informed TOs will be able to respond to telephone orders more efficiently, which helps PJ Enterprises achieve objectives of 10% improvement on customer-service work toward the goal of $7 million in annual sales.


Scope Statement

Deliverables Included

To develop the training course, Instructional Design Solutions will deliver the following documents:

This Project Plan which includes the project schedule and Gantt chart, work breakdown structure diagram, change management plan, communication management plan, and risk management plan.

The Design Document will specify course parameters including:

o Course Objectives

o Course Outline

o Media used

o Development Tools

o Development Time

o Support Requirements

Beta version of the Product Guide database, which is capable of comprising all necessary product information, includes a search function, the ability to add, modify or delete data, make queries/reports, and create automatic backups.

Initial version of the Catalog Launch Training, which includes participant and facilitator guides.

Initial version of the Customer Service Training, which includes a train-the-trainer reference guide, a participant guide, and participant handouts.

Final Revised versions of Catalog Launch and Customer Service Trainings.

Exclusions

Instructional Design Solutions will not provide the following items and/or services:

Data entry for the order entry system to embed the product information.

Printing services for the participant, facilitator, and train-the-trainer guides.

Scheduling, session sign-up, and completion tracking.

Ensuring that SMEs provide reviews in a timely manner.

Providing a training room of appropriate size and accommodation for the class.

Scheduling training time and notifying staff and ensuring their attendance.

Providing an HDMI-capable projector with full screen for learners to follow along during training.

All communication with PJE employees.

Providing Internet access for the training.

Networked computers or laptops for use by each person who attends the session (one per attendee).


Lunch or evening meals, drinks, and snacks for participants.

Project Completion Criteria

The following criteria will help all stakeholders understand when the project is complete:

The database is functioning properly and is ready for training, including the insertion of the 25 new products into the database.

The training documents are approved and training has been conducted twice on January 20th and 21st, with a make-up session (if needed) at the beginning of February.

The project evaluation has been conducted.

Project Plans

Primary Plans

This project will follow the formal plans outlined in this document and other supporting documents. These plans include:

Project schedule

Budget

Risk assessment

Communication plan

Design and development of instruction

Implementation of instruction

Scheduled Meetings

Instructional Design Solutions has scheduled the following

Meeting Frequency Description

Kickoff Once at beginning of project

To ensure all stakeholders, SMEs, and team members involved in the project are aware of the information in the project charter. Will also discuss the key milestones of the project, tentative schedule, and project parameters. Also the project manager will answer any questions about the project.


Meeting Frequency Description

Walk-through Once during project

Review of Design Document and plans to implement the overall project. Read through project plan and uncover any possible issues or obtain clarification as needed.

Problem-Solving As Needed

To discuss any issues or barriers that have arisen causing issues with milestone deadlines or project completion.

Sign-off 3 times as outlined in the schedule.

To review the project as milestones, as outlined, are completed and obtain sponsor sign-off.

Pre-training meeting Once at end of project, before the training dates.

To ensure everything is prepared for the training including PJE responsible items and scheduling of staff.

Results Once 18-months after training completion.

To review analysis of training results.

Scheduled Status Reports

Instructional Design Solutions Project Manager, Kim Myers, will provide a status report to the project sponsor, Jane MacKenzie, in writing, through reports emailed every other Friday. The status report will be a brief review of the overall project health, milestone accomplishments, and any issues that have arisen. These reports will also review the need for changes to be made to the initial timeline as a result of issues or barriers to completion from either party.

Assumptions

Instructional Design Solutions is responsible for:

All stated deliverables.

Project Management for the development of the database and training, and guides with regular status updates with the project sponsor.

Meeting deadlines and delivering quality solutions.

Timely completion of the project.

Monitoring and adhering to the project budget and schedule.

Providing PJ Enterprises with training documents that can be printed and delivered to trainees.


If applicable, scheduling inexpensive and timely travel.

PJ Enterprises is responsible for:

Working with Kim Myers to determine an acceptable development and training schedule.

Providing Subject Matter Experts with expertise in supervision, taking calls and interacting with customers, database integration and for each to provide input and review all deliverables.

Providing IT support as needed to ensure the database server is properly networked to all operator stations.

Helping to manage the scope of the project to ensure deadlines are met and the project stays within budget.

Providing adequate time for operators to attend training sessions.

Ensuring operators are paid for attending the training.

Providing Instructional Design Solutions equipment that will enable them to successfully conduct the training. Equipment is defined as HDMI-capable projector with full screen, an internet connection, and one networked computer per student.

Providing all necessary source materials.

Providing communication with PJE employees including enough notice to prepare for the training.

Scheduling, session sign-up, and completion tracking.

Drinks and snacks for participants.

Lunch or evening meals and drinks for participants.

A training room of appropriate size and accommodations for the class.

Printing for all course material.

The method of tracking student completion as needed for PJE records.

Constraints

The following situations could prevent instructional Design Solutions and its partners and staff from their ability to complete the project within scope:

The nature of shift-work and high turnover may affect the ability of operators to attend training sessions if there is not enough staff to cover shifts.

Staffing limits may impact the availability of primary and secondary SMEs and create challenges in consistency of viewpoints that require time to resolve.

The availability of Sheena Perez and other SMEs on a regular basis.

Availability of Bruce Bennett or IT to resolve any technical issues in a timely manner.

Bandwidth or other issues that slow computer speed during training.


External Dependencies

External factors that may hinder the successful completion of this include:

Any factors relating to the business partnership with or commitment of Database Solutions LLC.

Unseasonably large amounts of snowfall on the days of the training may impact attendance or prevent caterers from delivering lunch.

Weather issues that cause power failures and the network to crash during training.

Project Approach

For this project, Instructional Design Solution will use the ADDIE process:

Analyze effectiveness of current training, needs, goals, and solutions

Design a comprehensive product database including all necessary product information including powerful search capability, the ability to add, modify or delete data, make queries/reports, and create automatic backups. ID Solutions also create the document design that the training outlines with learning objectives, instructional strategy and assessment aligned together.

Develop a consistent instructor-led training program for PJE that includes a discussion of new products and how to effectively use the full product guide, as well as customer service training. In addition, IDS will create a Participant Guide that will include job aids for using the product database and current PJE order entry system.

Instructional Design Solutions will conduct two day and evening training sessions in January and one make-up session in February, the training will be highly interactive, providing numerous opportunities for demonstration, practice, scenarios, assessments and quizzes.

The evaluation will be conducted to assess training effectiveness and the results will be reported to all stakeholders.

Milestones

Milestone Completion Date

Design Document 12//2015

Prototype of Product Guide Database 12/11/2015

Develop Training 12/18/15

Product Guide Database 1/2/16


Milestone Completion Date

Catalog Launch/Customer Service Training 1/20/16, 1/21/16, and 2/2/16

Evaluate and Revise Training 2/9/16


WBS Diagram


Schedule

PJE Catalog Launch/Customer Service Training

Task Who Start Due Analysis 23‐Nov 2‐Dec

Job Task Analysis KM, CMD, MO, BY 23‐Nov 2‐Dec

Database Specifics Analysis KM, CMD, MO, BY 26‐Nov 2‐Dec

Training Design 3‐Dec 18‐Dec

Write Course Outline, Document Objectives and Course Specifics CMD 3‐Dec 6‐Dec

Create Assessments MO 3‐Dec 6‐Dec

Determine instructional Methods MO 4‐Dec 6‐Dec

Write Design Documents CMD 7‐Dec 10‐Dec

Submit Design Document for Review KM 10‐Dec 10‐Dec

Stakeholders Review Design Document JM 10‐Dec 13‐Dec

Make Modifications to Design Document MO 14‐Dec 16‐Dec

Stakeholders Verify Modifications JM 17‐Dec 18‐Dec

Sign‐off from Stakeholders on Design Document KM 18‐Dec 18‐Dec

Database Design 2‐Dec 11‐Jan

Create Design Standards & Requirement BY 3‐Dec 4‐Dec

Hand‐off Specifics to Contracted Database Designer KM 4‐Dec 4‐Dec

Database Solution, LLC to Design Database for PJE Products DD 5‐Dec 10‐Dec

Submit Database Prototype for Review DD, KM 11‐Dec 11‐Dec

Stakeholders review the Database Prototype JM 10‐Dec 13‐Dec

Database Solution, LLC Make Modifications and Complete Database DD 14‐Dec 2‐Jan

Stakeholders Verify Modification JM 17‐Dec 18‐Dec

Signoff from Stakeholders on Database Design KM 3‐Jan 3‐Jan

Add 25 new Catalog Products into Database for Training DD 4‐Jan 15‐Jan

Develop 21‐Dec 15_Jan

Write Training Materials CMD 21‐Dec 4‐Jan

Create Facilitator Guides MO 21‐Dec 4‐Jan

Create Participant Handouts/Guides MO 21‐Dec 4‐Jan

Develop and Insert Assessments into Facilitator & Participant Guides MO 21‐Dec 4‐Jan

Develop Visual Content for Training MO 21‐Dec 4‐Jan

Create Job Aids MO 21‐Dec 4‐Jan

Create Train‐the‐trainer Reference Guides MO 21‐Dec 4‐Jan

Submit Materials to Stakeholders for Review KM 5‐Jan 5‐Jan

Stakeholders Review Document JM 5‐Jan 7‐Jan


Make Modifications MO, CMD 7‐Jan 12‐Jan

Stakeholders Verify Modifications JM 13‐Jan 15‐Jan

Sign‐off from Stakeholders on Training Materials KM 15‐Jan 15‐Jan

Implement 20‐Jan 9‐Feb

Train Employees on Scheduled Training Dates BY 20‐Jan 20‐Jan

Train Employees on Scheduled Training Dates BY 21‐Jan 21‐Jan

Make‐up Training on Scheduled Training Dates BY 2‐Feb 2‐Feb

Database Team will Review Programming with PJE IT for Hand‐off DD 3‐ Jan 5‐ Jan

Train‐the‐Trainer Review for Future Trainers MO 22‐Jan 22‐Jan

Evaluation 22‐Jan 9‐Feb

Create Evaluation Plan MO 28‐Nov 29‐Nov

Conduct Evaluation KM, CMD, MO, BY 22‐Jan

& 3‐Feb25‐Jan

& 3‐Feb

Gather Evaluation Data KM, CMD, MO, BY 25‐Jan

& 3‐Feb25‐Jan

& 3‐Feb

Analyze Data KM, CMD, MO, BY 26‐Jan

& 4‐Feb27‐Jan

& 5‐Feb

Report Results KM 9‐Feb 9‐Feb

Final Evaluation KM, CMD. MO, BY 8‐Aug 8‐Aug

Gantt Chart

Please see the full document, submitted as an addendum to this document.

Change Management Plan

Instructional Design Solutions proposes that the entire project team use the process outlined below to manage changes to project scope.

Purpose

The purpose of a Change Management Plan is to provide a formal process for controlling changes to the approved scope of the project.

Goals

The goal of the Change Management plan is to ensure that changes to the scope are judiciously controlled throughout the project life cycle.


Change Control Process

The Change Control Process provides a means for controlling changes to the scope by “identifying, documenting, approving or rejecting changes” to project deliverables. This process includes the following change management activities outlined in the stage table below:

Stage Person Responsible Actions

1. Any stakeholder Identifies the necessary change that may happen, needs to happen, or may have already happened

2. Any stakeholder Submits a Change Request form to the Project Manager

3. Project Manager Evaluates the impact of the change on the project and determines whether or not to escalate the issue

4. Project Manager, Project Sponsor and all affected stakeholders

Reviews the change request and discusses corrective action

5. Project Sponsor Approves, Delays, Rejects the change

6. Project Manager

Verifies action was taken and updates and makes changes to all documentation including the scope, budget, schedule, and project plan

7. Project Manager Document the impact of the change

Responsibilities

The following parties are listed below along with their responsibilities:

Person Responsible Responsibilities

Any stakeholder

Determines an issue that will affect scope

Immediately submits a Change Request to the Project Manager



Project Manager

Receives change request

Evaluates the impact of the change on the project using expert judgement and determines whether or not to escalate the issue.

Project Manager

Escalated change request

If it is determined that the issue is likely to affect the scope, the project manager meets with the project sponsor and relevant stakeholders to discuss the change request and recommend preventative or corrective action.

Project Sponsor

Recommended Action

Rejects, Delays, or Approves requested change and corrective action

Project Sponsor

Rejects Change

Change is determined not to affect scope in a negative way, no action is taken.

Project Sponsor

Delays Change

Corrective action is delayed based on expert judgement until further investigation is performed.

Project Sponsor

Approves Change

Corrective action signed-off and taken to mitigate change in scope and bring project back into alignment with the project management plan.

Project Manager

Implements Corrective Action

The project manager prioritizes multiple, competing changes if required, recommendations are documented, tasks are delegated to the appropriate staff, all documentation including the scope, budget, schedule, and project plan are updated accordingly.



Project Manager

Corrective Action Verified

Corrective action is verified and communicated to the project sponsor, the impact of the change is recorded, and the change management process closed.

Communication Plan

Purpose and Goals

PJ Enterprises’ comprehensive communication plan should clearly convey the company vision, goals, policies, and upcoming changes so that all employees have a better understanding of these changes. In this case, the company’s ambitious goal is to increase net profit by $2 million through a focus on improved work environment, staff development and customer service. Communication methods


selected and tone may significantly impact how employees receive the information. Reciprocal communication will increase employee buy-in, helping to ensure their full cooperation as changes are implemented.

Recommendations to PJ Enterprises on Messages to Address Impact of Project

PJ Enterprises management needs to explicitly explain the importance of the training to the success of company goals, as well as the ways in which employees may benefit from these professional development opportunities. PJ Enterprises should consider sharing customer service complaints with employees at all levels so that everyone is aware of the current performance issue, and therefore, supports the company’s plans to address issues. PJE administration should update the project status to all stakeholders to get their support and ensure the project runs smoothly. Information on the mandatory training and schedule should also be distributed to all employees. PJE could set up a message board for employees so they can report issues and concerns, as well as give ongoing feedback that will assist in the fulfillment the project goals.

Challenges and Opportunities

Audience Challenge Message to address challenge Channel Responsible Date

Telephone Operators Might resist the training due to schedule conflicts

The training will be mandatory for all employees to improve customer service and familiarize TOs with the product information guide database. The training will greatly help everyone handle customer requests and quickly find product information. The training will be conducted twice in January to cover the different shifts, with one make-up in February. The company will provide lunch and coffee during the training. Follow-up evaluation will be conducted to measure training effectiveness.

Flyers, monthly meetings, email and one-on-one meeting

Supervisors 12/1/15

1/20/16

1/21/16

2/2/16

Supervisors Might resist the training and supervising duties

The training will be mandatory for all supervisors to familiarize with product information guide database and improve the customer services. The training will greatly help supervisors solve the problem and spend more time to support TOs. The training will be conducted twice in January to cover the different shifts and one make-up in February. The company will provide lunch and coffee during the training. The follow-up assessment will be given to make sure the training effectiveness.

Internal SharePoint site for management, Flyers for supervisors, monthly meetings, group email and one-on-one meeting

Sponsor 12/1/15

1/20/16

1/21/16

2/2/16


Sponsor Might not have time to meet with employees frequently

The company will set up a message board to allow employees at all levels to share requests and give ongoing feedback on the project. The suggestions will be reviewed by management regularly. The person whose suggestion has been adopted will be rewarded with incentives.

Monthly meetings and flyers

PJE HR 12/1/15

Risk Management Method

Instructional Design Solutions will track and monitor any unforeseen risks and those outlined in the Project Charter using a risk register that includes the following information:

Date risk identified

Description of the risk including root causes and assumptions

Owner assigned to investigate the risk

Likelihood of risk (using the following scale: 1 - very low, 2 – low, 3 – moderate, 4 – high, 5 – very high).

Does risk affect one of the following: Cost, Time, Scope, Quality

Rate the impact of risk on Cost, Time, Scope, Quality (using the following scale: 1 - very low, 2 – low, 3 – moderate, 4 – high, 5 – very high).

Risk Category: potential causes including Technical, internal, external, environmental, or organizational

Contingency Plan: Response to risk as determined by Risk Analysis

Evaluation of response

Project Plan Approvals

Approvals

Approved by:

Name Role Signature Date


Appendix A : Job Task Analysis


Appendix B : Course Outline

Customer Service and Catalog Launch Training Outline Team 3

Lesson 1: Course Introduction

A) Introduce facilitators

B) Introduce customer service supervisors and TOs

C) Preview topics included in training and schedule of the day

D) Ask attendees to submit questions

a. Review questions during the break to address any items that may not be discussed

E) Exercise

F) Pre-test

Lesson 2: PJE Customer Service Protocols

A) Introduction

B) Discuss supervisor annual review and revision process

C) Review of customer service protocols

D) Trainings upon hire and annually

E) Communicate concerns and questions to customer service supervisors

a. Chain-of-command

b. Procedure

c. Reporting options

d. Reporting unethical behavior

F) Practice/role-play

G) Review and summary

H) Assessment

Lesson 3: General Customer Service Procedures

A) Introduction

B) Answering the phone

1) Connecting to the call

2) Greeting

3) Investigating the nature of the call

a. Placing a new order

b. Changing an existing order

c. Tracking an order

d. Returns

e. Technological difficulties


f. Other customer service concerns

4) Retrieving customer information

5) Confirming customer information

6) Updating customer information

7) Entering new customer information

8) Interpersonal communication skills

a. Voice—tone, pitch, volume, quality

b. Pronunciation

c. Responding to customer questions

d. Responding to customer concerns

C) Activity: Evaluating sample calls

D) Asking questions

1) Clarifying questions

2) Open-ended questions

3) Clearinghouse questions

4) Customer Responses

E) Elevating calls to supervisors

1) Attempt to resolve customer questions and complaints

2) Follow PJE customer service protocols

3) Elevate customer calls to a supervisor per customer request

4) Offer to elevate calls as appropriate

F) Reporting activities to customer service supervisors

G) Maintaining customer records

H) Practice/role-play

I) Review and summary

J) Assessment

Lesson 4: Customer Orders and Returns

A) Introduction

B) Catalog Launch

1) Review of key new products

2) Review of discontinued products

3) Product guide database

4) Using the product guide database

a. Looking up products in the guide

b. Communicating product details

c. Ask customers clearinghouse questions


d. Offer options for further assistance

C) Placing orders

1) Looking up items in the product guide

2) Entering orders

3) Assisting customers with submitting online order

D) Tracking orders

1) Looking up orders

2) Communicating location and delivery information

E) Returns

1) Answer calls

2) Enter return information

3) Communicate return process to customers

4) Quality control data entry

5) Supervisors and TOs follow-up

F) Elevating calls to supervisors

1) Attempt to resolve customer questions and complaints

2) Follow PJE customer service protocols

3) Elevate customer calls to a supervisor per customer request

4) Offer to elevate calls as appropriate

G) Practice/role-play

H) Review and summary

I) Assessment

J) Telephone Operators dismissed

Lesson 5: Train-the-Trainer for Customer Service Supervisors

A) Introduction

1) Review of lessons 1-4

2) Discussion

B) Review and revision of customer service protocols

C) Responding to customer calls that have been elevated by TO’s

1) Answering the phone

2) Resolving customer questions and complaints

3) Following-up with TOs

D) Supervisory skills

1) Supervising TOs

2) Addressing behavioral issues

3) Addressing policy violations


4) Conflict mediation

5) Conducting performance reviews

6) Rewarding excellent service

7) Leading by example

E) Facilitating TO training

1) PJE customer service protocols

2) New TO training

3) Annual TO training

F) Role-play scenarios

G) Review and Summary

H) Assessment