Scope Verification Report

Scope Verification Report

Project: PJ Enterprises Customer-focused Operator Training Change Requestor: Paul Coverstone Email: coverstonep@pje.com Phone: (608) 555-6789 Scope Verification: Formal acceptance occurred on August 9, 2013 Proposed Deliverable: Add projecting a service-oriented attitude topic to the etiquette portion of the CBT Impact on WBS: CBT Design (3.0) and Development (4.0) Project Summary Project Charter Focus: Scope The design, development, and implementation of self-paced eLearning training. Purpose: To improve customer service at point of contact and to carry though customer service best practices from the start of the telephone contact to its successful conclusion. eLearning Skills Target: Customer soft-skills areas: telephone etiquette; efficient processing of orders; handling inquiries and complaints; and improved customer satisfaction. Deliverables: a complete SCORM-compliant CBT integrated into PJ Enterprises existing technology initial training (administer, maintain, and monitor CBT) of supervisor and technical staff for customer-focused operator training Contract: $270,000 WBS Budget Allocation (Phases 3.0 and 4.0): $157,435 Date: 10/23/2013 Change No: CR4

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Scope Verification Report

Scope of Change Request PJ Enterprises has determined that added training in projecting a service-driven attitude will augment its goals of enhanced customer service satisfaction and enhanced employee job satisfaction. The companys intent is to have the flexibility to modify and expand the CBT as necessary. PJ Enterprises is requesting additional content added to the etiquette-training module of the CBT. The additional content will address projecting a service-driven attitude. Objectives, storyboard, script, and formative assessment will need to be designed and developed. A change in the previously recorded audio for the etiquette module of the CBT will need to be ordered from our audio recording vendor, TipTop Productions. Change Benefit Addition of this deliverable now instead of at a later date addresses the companys goals to improve point of contact customer service in a timely and cost-effective manner. The change request fits into the identified primary area of quality service as determined by the Needs Analysis conducted by SS. PJ Enterprises believes the component identified by the change request will augment point of contact customer service, with a potential positive impact on confirmative, post training assessments.

Non-approval Implications Non-approval of the change request will not negatively impact the WBS or budget, or change the scope of the project. However, the following negative impacts are anticipated should this change request not be approved: Since PJ Enterprises has identified a lack of projecting a service-driven attitude as needed training since completion of the gap analysis, addressing it as a project beyond the scope of the current project would add unanticipated costs for PJ Enterprises limited training budget. Not including the additional training potentially creates a void in the training and may limit desired outcomes. Change Request Cost Estimate Fiscal Impact: negligible since the proposed change fits within the current WBS schedule and will expend no additional company resources Fiscal Analysis of existing contracts: No additional contracts will need to be negotiated or re-negotiated. TipTop Productions has agreed to produce a new recording to accommodate the added script for the etiquette module at no additional cost.

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Scope Verification Report

Related Documentation Referenced: Project Charter: page 2 [Project Outcomes; Scope and Exclusions] Needs Analysis Strategy: page 3 [Primary Area to Address] Scope Management Plan: pages 4 6 Project Schedule [project 3.0 time frame] Instructional Design Document (8/3/2013): page 10 Analysis of Change Request Status: The project is on schedule, currently near midpoint of the third phase (3.0) of the WBS: eLearning Module Design. Determination: The project team has determined that the proposed change request can be accommodated within the current WBS. Project Impact: This change request poses negligible impact on the projects schedule and budget. It can be accommodated within SSs current arra y of project charters without a negative impact on those contractual agreements. Client History PJ Enterprises has been a loyal, long-time client of Something Spectacular. Project Manager Recommendation Approve change request with no additional charge to PJ Enterprises

Contingencies: TipTop Productions - Initialed contract noting change order (responsible individual: Project Manager)

Change Control Board Determination Change Request Approved?

x Yes

No

Reasoning: The change request fits within the parameters of the project charter and will have negligible fiscal impact on the project. The project team believes the change request can be accommodated without a negative impact on the project schedule. TipTop Productions has agreed to a new script recording at no additional cost to the contract dated 9/15/2013.

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Scope Verification Report

Signatures Name Paul Coverstone Bev Vaillancourt Project Role Sponsor Project Manager Signature Date

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