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Design Document for Seasonal Product Training Using

the Searchable Product Guide


JMAT Consulting & Instructional Services
Terri Artemchik, Project Coordinator
Amy DeMage, Instructional Designer
Maria Mejia, Technical Writer
Johnine Ornelas, Project Manager

Document Description
The purpose of this design document is to present PJ Enterprises a detailed
description and outline of the one-day training for Telephone Operators and
Customer Service Supervisors, which is entitled, Seasonal Product Training Using
the Searchable Product Guide.

Purpose of the Course


This course is designed to enhance employee performance and meet PJ
Enterprises' business objectives by:

training Telephone Operators and Customer Service Supervisors on new


seasonal products using the new searchable PDF of the product guide;

enabling Telephone Operators to easily and quickly answer productrelated questions, increasing client satisfaction and product sales; and

decreasing the number of calls transferred to Customer Service


Supervisors for resolution.

Audience Description
The audience for the training JMAT Consulting will provide is described below.

The Telephone Operator role is an entry-level position filled exclusively


by women ranging in age from 18-year-olds, who are just out of high
school, to women in their 60s. The smallest age group is women aged 3555 years old. The majority of PJ Enterprises' Telephone Operators are
young, between the ages of 18-34.
Some have had prior telephone experience, but for many, this is their first
job.
All of the Telephone Operators have their GED or high school diploma. A
few have some college, but none have a college degree.
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Customer Service Supervisors, who are promoted from the ranks of the
most experienced Telephone Operators based on their "proven" sales
records, are similar in age and education-level to the Telephone
Operators.

Ideally, there will be one to two Customer Service Supervisors participating in the
training with each of group of Telephone Operators.

Course Description
This course integrates PJ Enterprises' traditional seasonal product training with
how to effectively and efficiently use the new searchable PDF of the product
guide. The course will both familiarize Telephone Operators and their supervisors
with the new seasonal products and teach them the skills they need to carry out the
tasks associated with providing a quality customer service experience using the
new guide. The course includes an introduction and seven lessons, or modules,
which provide learners with practice using the various features of the new
searchable product guide. A final review and summary concludes the course,
which is scheduled to take place over two consecutive days in September 2015.

Course Seat Time


This course will take 6 hours for participants to complete.

Instructional Architecture/Strategy for Course


The instructional architecture of this course is primarily directive. The course will
be chunked and will include demonstrations, hands-on experience with the
searchable PDF product guide and seasonal products, and role-playing activities.
While most of the role-playing activities include work-based scenarios, the
strategy remains directive.

Major Course Objectives (ta)


At the end of this training, telephone operators and customer service supervisors
will be able to:

find, download and save the product guide PDF to their workstation in
order to access the guide during customer calls;

search for products using Control + F in the product guide PDF to quickly
find product information and answer customer questions;

annotate the product guide PDF using sticky notes in order to add
comments to the products;

manipulate the product guide PDF, including zoom in and out, highlight,
underline, and strikethrough, to update and emphasize certain sections or
products in the guide;
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bookmark specific sections or pages of the product guide to quickly find


frequently referenced products or sections;

identify seasonal products by type; and

answer questions regarding specific seasonal products efficiently and


effectively.

Learning Assessment for Course


Role-playing activities will be the primary form of assessment for this course,
allowing the participants to simulate customer interactions and answer product
questions using the product guide PDF. Participants will assess each others
performance during each role-play using a peer feedback rubric.

Course Outline
The outline below encompasses training for both the telephone operators and
customer service supervisors on the new product guide PDF and new seasonal
products.
Course Introduction
A. Welcome
B. Introduce Trainers
C. Administrative Details
D. Materials Check
E. Participant Ice-breaker
F. Course Overview
G. Objectives
H. Questions
Lesson 1: Introduction to Q4 Product Catalog
A. Introduce roll out date of product catalog
B. Define and list characteristics for each seasonal product category:
1) Artificial Wreaths
2) Christmas Dcor
3) Christmas Ornaments and Tree Toppers
4) Christmas Tree Skirts and Stockings
5) Christmas Table Linens
C. Group Activity: Seasonal Product Category Classification
D. Review and Summary
Lesson 2: Introduction to new product guide PDF
A. Overview of new product guide
B. Discussion: Challenges using old print product guide and benefits
of new searchable PDF product guide
Lesson 3: How to Access, Download, and Save the Product Guide PDF to
Your Workstation
A. Introduction
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B. Demonstration: Accessing, Downloading, and Saving the Product


Guide PDF to Your Workstation
C. Individual Activity: Accessing, Downloading, and Saving the
Product Guide PDF to Your Workstation
D. Review and Summary
Lesson 4: How to Search for Products in the Product Guide PDF Using
the Search Feature
A. Introduction
B. Demonstration: Searching by Name in the Product Guide PDF
C. Individual Activity: Searching by Name for Products Using the
PDF
D. Demonstration: Searching by Item Number for Products in the
Product Guide PDF
E. Individual Activity: Searching by Item Number for Products
Using the PDF
F. Demonstration: Searching by Keyword in the Product Guide PDF
G. Individual Activity: Searching by Keyword for Products Using
the PDF
H. Demonstration: Searching by Category in the Product Guide PDF
I. Individual Activity: Searching by Category for Products Using the
PDF
J. Group Role-Play: Answering Customer Inquiries Using the PDF
K. Review and Summary
Lesson 5: How to Annotate the Product Guide PDF Using Sticky Notes
A. Introduction
B. Demonstration: Annotating the Product Guide Using Sticky Notes
C. Individual Activity: Making it Stick
D. Group Role-Play: Using Sticky Notes for Common Customer
Questions
E. Review and Summary
Lesson 6: How to Manipulate the Product Guide PDF using Zoom In,
Zoom Out, Highlight, Underline, and Strikethrough
A. Introduction
B. Demonstration: Manipulating the Product Guide PDF Using
Zoom In and Zoom Out Function
C. Individual Activity: Zooming in on the Answer
D. Demonstration: Manipulating the Product Guide PDF using the
Highlighting Function
E. Individual Activity: Highlighting Product Details
F. Demonstration: Manipulating the Product Guide PDF using the
Underlining Function
G. Individual Activity: Underlining Product Details
H. Demonstration: Manipulating the Product Guide PDF using the
Strikethrough Function
I. Individual Activity: Eliminating Product Details
J. Group Role Play: Manipulating the Product Guide to Answer
Customer Questions
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K. Review and Summary


Lesson 7: How to Bookmark Frequently Referenced Sections in the
Product Guide PDF
A. Introduction
B. Demonstration: Bookmark frequently referenced sections in the
Product Guide PDF
C. Individual Activity: Bookmarking Products and Product Section
D. Group Role Play: Bookmarking Frequently Referenced Products
and Sections
E. Review and Summary
Review and Summary
A. Review Seasonal Product Categories
B. Review PDF Features
C. Questions
D. Wrap-Up

Media
This course will use a combination of product samples combined with highquality photos and descriptive text embedded into a searchable PDF document.
Each participant will have access to a workstation, modeled after the call center
environment, and will be able to download and manipulate the digitalized version
of the product guide to suit their preferences.
Slides will be used throughout the course, as needed. Class size is bound to the
physical limitations of the presentation space and the number of computer
workstations available.

Development Tools
This course and its contents will be developed using five applications:

Lucid Chart, a web-based diagramming tool used for workflow creation;


Microsoft Office Online, a web-based productivity program featuring
Word and PowerPoint for word-processing and slide presentation design;
Adobe Acrobat, to create and modify the newly redesigned product guide
in Portable Document Format (PDF); and
Adobe Reader, to disseminate the new product guide in PDF format to the
course participants so its users cannot edit the contents and it displays
consistently across devices.

Development Time
JMAT Consulting will require approximately 272-330 hours for development of
the training. These hours include any hours already used in the initial assessment
of the project as indicated in the Project Charter.
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Support requirements
In order to complete the course, PJ Enterprises will help JMAT Consulting in the
following ways via SMEs, in-house IT personnel, and/or written sources:

validate steps captured in task analysis and confirm documented steps


provide documentation in an electronic format;
adhere to project schedule as outlined in the Project Management Plan or
subsequent change orders, if any;
incur the cost of all printed training materials;
verify operation of training space including audio-visual and computer
equipment;
provide stand-by IT support during the training event;
furnish training room supplies;
review all documents in a timely manner, giving feedback on accuracy
and completeness of materials including steps, guidelines, scenarios, and
concepts and other knowledge;
manage the enrollment of and ensure attendance of Telephone Operators
and Customer Service Supervisors at training; and
validate pilot training to ensure course meets client expectations and signoff on project deliverables in a timely manner.

Ownership
JMAT Consulting will maintain all training materials developed for PJ Enterprises
for one year beyond the initial training, after which PJ Enterprises personnel will
maintain materials. If, however, PJ Enterprises would like JMAT Consulting to
continue maintenance of documents, JMAT Consulting will be happy to provide a
proposal as to the scope and cost of services to be provided.

Project Sign-off
Please sign below indicating agreement with the proposed course plan and
approving start-up of the development phases.

Amy DeMage, August 8, 2015


Instructional Designer/Sponsor, Date

Johnine Ornelas, August 8, 2015


Project Manager/Sponsor, Date
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Appendix A: Job Task Analysis


A detailed task analysis of the Telephone Operator role appears below, including the use of the new searchable PDF of the product guide.

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Appendix B: Detailed Course Outline


Mins.
0A

10

Task / Topic / Key Concept


Course Introduction

Method
Presentation of facts

Objective
NA

Assessment
NA

A. Welcome
B. Introduce Trainers

Visuals / Media Support


Slides with
appropriate visuals
and objectives
Job aid on
navigating the
Product Guide PDF

C. Administrative
Details
D. Materials Check

Participant
Workbook

E. Participant IceBreaker
F. Course Overview
G. Objectives
H. Questions
4A

Lesson 4: How to Search for


Products in the Product Guide
PDF Using the Search Feature

Presentation of facts

NA

NA

Job aid on
navigating the
Product Guide PDF

Presentation of steps

Given the names of


three products from the
Artificial Wreath
category, learners will
locate them in the
Product Guide PDF and
document two product
details within 2:00
minutes.

NA

Job aid on
navigating the
Product Guide PDF

A. Introduction
4B

10

Searching by Name in the


Product Guide PDF

Demonstration of
procedure

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Mins.
4C

4D

Task / Topic / Key Concept


Searching by Name for
Products Using the PDF
(cont'd)

Searching by Item Number in


the Product Guide PDF

Method

Objective

Application of
procedure

Presentation of steps
Demonstration of
procedure

Assessment
Learners will be given
the names of three
products from the
Artificial Wreath
category. Learners will
search for the three
products using the
provided names.
Learners will document
the product item
number and two details
about each product in
the Participant
Workbook.

Given the item numbers


for three products from
the Christmas Dcor
category, learners will
locate them in the
Product Guide PDF and
document two product
details within 90
seconds.

Visuals / Media Support

Participant
Workbook

Job aid on
navigating the
Product Guide PDF

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Mins.

Task / Topic / Key Concept

Method

4E

Searching by Item Number for


Products Using the PDF
(contd)

Application of
procedure

4F

Searching by Keyword in the


Product Guide PDF

Presentation of steps
Demonstration of
procedure

Objective

Assessment
Learners will be given
the item number of
three products from the
Christmas Dcor
category. Learners will
search for the three
products using the
provided item numbers.
Learners will document
the product name and
two details about each
product in the
Participant Workbook.

Given keywords
describing three
products from the
Christmas Table Linens
category, learners will
locate them in the
Product Guide PDF and
document product
details within 60
seconds.

Visuals / Media Support

Participant
Workbook

Job aid on
navigating the
Product Guide PDF

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Mins.

Task / Topic / Key Concept

Method

4G

Searching by Keyword for


Products Using the PDF
(contd)

Application of
procedure

4H

Searching by Category in the


Product Guide PDF

Presentation of steps
Demonstration of
procedure

Objective

Assessment
Learners will be given
keywords describing
three products from the
Christmas Table Linens
category. Learners will
search for the three
products using the
provided keywords.
Learners will document
the product name, item
number, and two details
about the product in the
Participant Workbook.

Given three seasonal


product categories,
learners will search and
locate one product in
each category in the
Product Guide PDF and
document product
details within 45
seconds.

Visuals / Media Support

Participant
Workbook

Job aid on
navigating the
Product Guide
PDF

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Mins.

Task / Topic / Key Concept

Method

4I

10

Searching by Category for


Products Using the PDF
(contd)

Application of
procedures

4J

15

Answering Customer
Questions Using the PDF

Application of
principles

4K

Review and Summary

Presentation of facts
and steps

Objective

Assessment

Visuals / Media Support

Learners will be given


three seasonal product
categories. Learners
will search each
category and identify
one product from each
category. Learners will
document the product
name, item number, and
two details about each
product in the
Participant Workbook.

Participant
Workbook

Given 3 customer
questions about seasonal
products, learners will
accurately answer them
within 2 minutes.

Learners will role-play


answering common
customer questions,
using the Product Guide
PDF, about Artificial
Wreath products.

Scripts for learners


playing the role of
the Customer

NA

NA

Slide with summary

Checklist for peer


reviewer

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Appendix C: Final Assessment


There is no final learning assessment for this course. Learning assessments are incorporated into each
lesson, which build on each other. Adequate documentation of learning will be provided in the participant
workbooks and via documented peer feedback for all role-plays.

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Appendix D: Product Guide PDF Mock-Up


There are two images below. The first image is a mock-up of a page from the newly redesigned product
guide for PJ Enterprises. The second image is a mock-up of how the product guide appears in Adobe
Acrobat Reader, which is the software the Telephone Operators will use for the training and future
customer service interactions.

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