ARCS PROJECT MANAGEMENT PLAN

JANUARY 5, 2016
PROJECT INFORMATION
PROJECT NAME
This Project Plan Document will refer to the project as the
Customer Service Training Project.

PROJECT DESCRIPTION/OVERVIEW
PJ Enterprises has set a goal to increase catalog sales in 2016. In
order to achieve this goal, PJ Enterprises has set a key business
objective to focus on quality and customer service. Customers
have expressed frustration with PJ Enterprises' customer service
in terms of call wait time, poor phone etiquette, limited product
knowledge and ability to address customer questions. To date,
ARCS has conducted a performance analysis to determine the
cause of the gap between the current state and the targeted state
of ten percent increase in customer service scores. This analysis
has resulted in a proposed solution to help PJ Enterprises improve
customer satisfaction through training. The ARCS Project Charter
outlined the detailed one day training for Telephone Operators
(TOs) and Customer Service Supervisors (CSS) which has been
approved by PJ Enterprises.

PROJECT PURPOSE
Fifty percent of PJ Enterprises' catalog customers report that they
do not plan to do further business with PJ Enterprises due to
perceived poor customer service. In addition, customer
satisfaction surveys reveal that two out of three customers have
complaints about the telephone operator in the areas of product
knowledge, telephone etiquette, and prompt response to calls
waiting in the queue. The Customer Service Training project is
designed to address the poor customer service scores and
provide telephone operators and customer service supervisors
with training to build their knowledge, skills and attitudes about
their duties at PJ Enterprises. The Customer Service Training will

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positively influence customer satisfaction and encourage regular

patronage.

BUSINESS OBJECTIVES
The management team of PJ Enterprises has set a goal to
increase catalog sales from ten million last year to thirteen million
this upcoming year (2016). In order to achieve this goal, PJ
Enterprises has set a key business objective to focus on quality
and customer service with a goal of ten percent improvement on
current customer service scores. As a result of the
implementation of this training, PJ Enterprises can look forward to
the following improvement goals set forth by ARCS:

Increase in customer service scores by 10% in current month

compared to same month last year

Retention of Telephone Operators through 10% reduction in

turnover current month compared to same month last year

Increase in number of calls per hour from 3 to 4 on average

Increase in sales per order by 5% current month compared to

same month last year

Reduction of complaints from 66% (2 out of 3) to 50%

SCOPE STATEMENT
DELIVERABLES INCLUDED
To develop the Customer Service Training for TO/CSS positions,
ARCS will deliver the following documents:

This Project Plan which outlines the plans for the project
including schedule and Gantt chart, change management and
communication strategies

The design document for the customer service training

The facilitator guide and corresponding visual presentation

materials that can be reused for future training sessions

Job aids that include and will become the property of PJ

Enterprises:
o

Scripts for greeting

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Phone etiquette

Steps to cross sell and upsell

When to escalate a call to a CSS

Documented mission and vision of PJ Enterprises

Realistic role play scenarios

To develop the Customer Service Training, ARCS will perform the

following activities:

Project Management from the development standpoint,

including regular status and budget reports to Jane MacKenzieSmith, and regular communication with all involved

Monitoring of and adherence to the project budget and

schedule

Facilitation of the project kick off meeting on 11/23/15 to

educate PJ Enterprises' stakeholders on the project plan

Communication with PJ Enterprises on needed availability with

the listed SMEs and, if unavailable, communicate so that
suitable replacements can be identified

Conducting additional research to complete a job task analysis

determining:
o

TO job responsibilities and customer service best practices

Best strategies to avoid escalating a call and criteria for

making the decision to escalate a call

Strategies for upselling/cross selling

Realistic scenarios that can be utilized for role plays

The mission and vision of PJ enterprises

Working with SMEs to finalize research gathered in the job task

analysis to set best practices and strategies necessary for the
deliverables

Training PJ Enterprises trainers to conduct future Customer

Service Training sessions. The training will be inclusive of their
participation in the project and training session on January 2122, 2016.

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Facilitating two sessions of the Customer Service Training ILT

class on January 21 and again on January 22, 2016

To measure the impact of the training ARCS will conduct post

training evaluation to measure success against the set business
objectives

EXCLUSIONS
The items listed below are not part of this project and ARCS would
be pleased to submit future proposals for the work:

Creation of specialized training for Customer Service

Supervisors (CSS). CSS will attend the customer service
training session; however, any additional training or
customization for the CSS position is not included.

Additional job aids outside of the specific listed outlined

Customization of the training program for future use beyond

the delivery date of January 21-22, 2016

Design of progressive discipline to address employees not

following the identified best practices

An employee handbook or updates to the current new hire

training program

Future train the trainer requests for PJ Enterprises beyond the

training delivery dates

PROJECT COMPLETION CRITERIA

This project will be complete when all project deliverables have
been signed off on and delivered to management at PJ
Enterprises. ARCS will also conduct a post evaluation to
determine this project's success in meeting the outlined business
objectives.

PROJECT PLANS
PRIMARY PLANS
The project will include the following plans:

Statement of scope

Change management plan

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Work breakdown schedule

Design document

Regularly scheduled meetings with stakeholders

Schedule of status updates

Evaluation of training at intervals for impact on both trainees

and PJ Enterprises

SCHEDULED MEETINGS
Meetings will occur regularly as described in the following table.
However, should a need arise, an unscheduled meeting may be
necessary.
Meeting

Frequency

Status Update, PM
and Sponsor

weekly

ARCS and SMEs

weekly

Description

Report on status of
project schedule, project,
and to communicate any
conflicts or
disagreements that might
impede success
To discuss accuracy of
training and training
materials

SCHEDULED STATUS REPORTS

Given the short time frame to project completion, ARCS will
provide weekly status reports by email to the project sponsor Jane
MacKenzie-Smith and to Sheena Perez and Ray Johnson.

ASSUMPTIONS
The following lists comprise what PJ Enterprises and ARCS are
expected to provide.
PJ Enterprises is responsible for the following:

Availability and scheduling of the employees to attend the

training sessions as scheduled

Advanced notice to employees regarding training content and

scheduling

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Room and equipment set up for training events, including AV

and PPT, chairs and tables, and computers; adequate number
of tables, chairs, and computers to meet training needs

Installation of pdf reader software on computers

Refreshments and a 45-minute lunch for trainees

Assistance from Ray Johnson, Assistant Merchandising

Manager, for accessing product information when necessary
for searchable pdf product reference guide development

Reimbursement to ARCS for printing and outside vendor costs

Compensation to trainees for attendance at training

Timely review and input from SMEs and a one-voice review

process

Assurance of the accuracy of content and ownership of all final

materials

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ARCS is responsible for the following:

All stated deliverables: searchable product reference guide in

pdf; training and training materials; job aids

Training the PJ Enterprises trainers to conduct future TO/CSS

training

Project Management from the development standpoint,

including regular status and budget reports to Jane MacKenzieSmith, and regular communication with all involved

Timely completion of the project within budget and assurance

of final sign-off

Monitoring and adhering to the project budget and schedule

Evaluative measures for all deliverables

CONSTRAINTS
The following list enumerates possible constraints to ARCS's
ability to complete the project successfully:

Lack of compensation for employees to attend training

Difficulty arranging a schedule that is amenable to the SMEs

due to their work schedules.

Low motivation among learners due to low morale

EXTERNAL DEPENDENCIES
The successful completion of the project will depend on the
following external factors:

External vendor does not complete the deliverables on time

and/or within budget.

Winter weather conditions could dampen attendance.

Seasonal flu or illness could impact attendance.

Power loss or internet/intranet system outage could impact

use of equipment or software.

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PROJECT APPROACH
ARCS will analyze, design, develop, test, implement, and evaluate
a new Customer Service Training program, according to the ADDIE
process.

MILESTONES
Milestones have been developed following the ADDIE model. The
following is a table of milestones for the Customer Service
Training project.
Milestone or Activity

Deliverable

Target Date

Sign off on design of training

(outline, learning objectives,
assessment activities) and
evaluation plan

Design document

Sign off on training materials,

including the facilitator
guide, job aids, and
searchable pdf product
reference guide

Course Materials

Implementation of training
sessions

Rollout of Customer
Service Training to
TO/CSS Pilot

1/21-22/16

Reports of training impact on

TO/CSS customer service and
on PJE's business

TO/CSS post-training
surveys;
Observations of
behavior at 3-, 6-, 9-,
12-months posttraining; Comparison
of company profits
and figures against
cost of training and
current profits.

posttraining
2016/17

12/7/15

1/6/2016

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WBS DIAGRAM
Following is ARCS's work breakdown schedule (WBS) for
completing the Customer Service Training Program:

SCHEDULE
The following table delineates start and end dates. Please notify
the Project Coordinator if you cannot meet these dates. Note: All
dates are End of Day Eastern Time.
Task

Who

Start

Due

10/30/15

11/13/15

Analyze work
environment

IDs, TOs, CSS,

SMEs
IDs, TOs, CSS,
SMEs

10/30/15

11/13/15

Determine
training

IDs, TOs, CSS,

SMEs

10/30/15

11/13/15

Analyze jobs
and tasks

IDs, TOs, CSS,

SMEs

10/30/15

11/13/15

TO tasks

IDs, TOs, CSS,

SMEs
IDs, TOs, CSS,
SMEs
IDs, TOs, CSS,
SMEs

10/30/15

11/13/15

10/30/15

11/13/15

10/30/15

11/13/15

ANALYZE
Analyze learners

Identify tasks
Identify
knowledge

Done

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needed/skills
gap analysis
Identify
related
processes
Determine
objectives

DESIGN
Write learning
objectives
Write course
outline
Create
assessment
checklist
Determine
Instructional
Methods
Design
searchable
product ref.
guide pdf
Write design
document
Submit design
document for
review
Client review
Revise design
document as
necessary
Verify revisions
to design
document
Sign off on
design
document
DEVELOP
Write facilitator
guide
Create course
materials

IDs, TOs, CSS,

SMEs

10/30/15

11/13/15

IDs, TOs, CSS,

SMEs

10/30/15

11/13/15

IDs

11/13/15

11/20/15

IDs

11/13/15

11/20/15

IDs

11/13/15

11/20/15

IDs

11/13/15

11/20/15

Tinas, SMEs,
Ray Johnson,
ARCS

11/15/15

11/20/15

IDs

11/16/15

11/20/15

Proj.
Coordinator

11/24/15

11/24/15

Sponsor, SMEs
IDs

11/30/15
11/30/15

12/4/15

SMEs

12/4/15

12/4/15

Sponsor

12/7/15

12/7/15

IDs

11/30/15

12/14/15

IDs

11/30/15

12/5/15

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Discussion
and activity
guides
PPT
End of
training
survey
Create job aids
Phone script
Phone
etiquette
guide
4As Job aid
Q&A for
escalating
calls to CSS
Crosssell/upsell
guide
Create 4 As
evaluation plan
checklist
Create
searchable prod.
ref. guide pdf
Submit guide,
course
materials,
evaluation plan,
and pdf for
review
Client Review
Revise guide,
course
materials,
evaluation plan,
and pdf as
necessary
Verify revisions
Signoff on
guide, course
materials, job

IDs

11/30/15

12/5/15

IDs

11/30/15

12/5/15

IDs

11/30/15

12/5/15

IDs
IDs

11/30/15
11/30/15

12/5/15
12/5/15

IDs

11/30/15

12/5/15

IDs
IDs

11/30/15
11/30/15

12/5/15
12/5/15

IDs

11/30/15

12/5/15

PM

11/30/15

12/8/15

SMEs, Tinas,
Ray Johnson,
ARCS
Proj.
Coordinator

11/30/15

12/15/15

12/10/15

12/15/15

Sponsor, SMEs
IDs, SMEs,
ARCS, Tinas

12/15/15
12/21/15

12/21/15
12/24/15

SMEs, Sponsor
Sponsor

1/4/16
1/6/16

1/4/16
1/6/16

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aids and pdf

IMPLEMENT
Confirm trainees

Determine
training location
and times
Finalize
schedule
Confirm
location and
times

Supervisors,
Sponsor, Proj.
Coordinator
Supervisors,
Proj.
Coordinator
Supervisors,
Proj.
Coordinator
Supervisors,
Proj.
Coordinator

1/5/16

1/7/16

1/5/16

1/7/16

1/5/16

1/7/16

1/5/16

1/7/16

1/5/16

1/7/16

Confirm setup
for room,
computer, AV
and PPT, pdf
reader
software
Notify
TOs/CSS

Supervisors,
Proj.
Coordinator

supervisors,
Proj.
Coordinator

1/8/16

1/17/16

Arrange
refreshments/
lunch

Proj.
Coordinator,
Sponsor or
SMEs

1/8/16

1/19/16

Rollout TO/CSS
training and
train-the-trainer

ARCS, SMEs,
TOs/CSS

1/21-22/16

1/21-22/16

PM, ARCS, TOs

1/21/16

1/21-22/16

ARCS, TOs

1/21/16

1/21-22/16

ARCS, TOs
ARCS, TOs

1/21/16
4/2016

1/21-22/16
4/2016

EVALUATE
Implement
evaluation plan
(Kirkpatrick/Phil
lips)
Reaction
(survey of TOs)
Learning
Behavior

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7/2016
10/2016
Business
impact
ROI

Gather data

Analyze data

Report Results
at indicated
intervals posttraining,
2016/17
PROJECT CLOSE
OUT
Evaluate
feedback
Discuss lessons
learned from
project
Discuss 2016
Evaluation Plan
and lessons
learned

ARCS, Sponsor

ARCS, Sponsor

ARCS

ARCS

1/21/16

1/21/16

1/21/16

7/2016
10/2016
1/2017
7/2016
10/2016
1/2017
7/2016
10/2016
1/2017
4/2016
7/2016
10/2016
1/2017

1/21/16

4/2016
7/2016
10/2016
1/2017

PM

4/2016
7/2016
10/2016
1/2017

4/2016
7/2016
10/2016
1/2017

ARCS

2/2016

2/2016

ARCS

2/2016

2/2016

ARCS

1/2017

1/2017

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GANTT CHART
The following table provides a visual representation of the critical
path of ARCS training for PJ Enterprises:

CHANGE MANAGEMENT PLAN

ARCS will follow the outlined process to manage changes to the
project's scope.

PURPOSE
The purpose of the Change Management Plan is to have a
strategy in place allowing timely informed decisions to be made
when presented with change requests to the scope of this project.

GOALS
The goal of the Change Management Plan will be to:
1. Have a formal process in place for documenting change
requests
2. Establish responsibilities pertaining to change requests

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3. Allow for informed decisions on change request by

providing documentation of the impact to the
deliverables/scope, cost and schedule of the project, along
suggested alternatives
4. Establish criteria for timely decision making on change
requests

CHANGE CONTROL PROCESS

ARCS will use the following method in response to changes that
arise during this project:

Flow chart of the change approval process:

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The following is a list of responsibilities by position in the change

management process.

PARTY RESPONSIBLE
Stakeholder

RESPONSIBILITIES
Submits a change request form to the
Project Coordinator to request changes
to deliverables/scope
Review the Change Request Log (CRL)
for information and decisions on change
requests

Project Coordinator

Within 24 hours of receiving, adds the

change request to the CRL documenting
the impact on the deliverables, cost,
time, resources and listing the identified
alternatives

Project Manager

Reviews the CRL daily to prioritize and

either approves (within agreed upon
threshold), recommends an alternative,
or escalates the change to the sponsor
for a decision
Agrees to a threshold that any changes
that add less than $150 to costs and
does not exceed more than 2 hours of
time will be up to the Project Manager to
approve or deny. Any changes above the
threshold of $150 or 2 hours will be
escalated for approval by the Project
Sponsor. Threshold only applies if
cumulative threshold changes does not
exceed a maximum of $500 to budget or
20 hours to timeline.
Adds priority level along with their
recommendation for approval or denial
to any requests that exceed the
approval threshold on to the CRL
Submits the CRL to the Project Sponsor
on a weekly basis for escalated change
requests that are not time dependent
Communicates daily any escalated

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change requests that are time

dependent to the Project Sponsor
Adjusts the impact of approved change
requests on the project's schedule
and/or allocation of resources
Documents the CRL with:
Date of change request submit to
sponsor and deadline for decision
Change request decisions
Impacts to deliverables, resources
allocated, quality, cost or schedules
Communicates approved change
requests in an appropriate method to
inform stakeholders impacted
Project Sponsor

Agrees to a threshold that any changes

that add less than $150 to costs and
does not exceed more than 2 hours of
time will be up to the Project Manager to
approve or deny. Any changes above the
threshold of $150 or 2 hours will be
escalated for approval by the Project
Sponsor
Makes a decision on any time dependent
requests within 4 hours and 7 days for
other requests
When approving a change request,
shows acceptance of the corresponding
changes to the budget/scope/timeline

COMMUNICATION PLAN
PURPOSE AND GOALS
ARCS recommends that PJ Enterprises create an explicit
Communication Plan for the Customer Service Training Project.
By outlining important details about where, when, why and how
the Customer Service Training Project will take place, PJ
Enterprises will attain the desired outcome of success. Open and
clear communication with staff will allow maximum clarity and

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prepare the target audience for the changes which are expected
and desired by the Customer Service Training Project. In addition,
ARCS recommends that PJ Enterprises implement a system to
capture feedback from employees. Communication is a two way
endeavor and ARCS would be remiss in our duties as consultant if
we did not suggest that PJ Enterprises open the lines of
communication among all staff members.

RECOMMENDATIONS TO PJ ENTERPRISES ON MESSAGES TO ADDRESS IMPACT

OF PROJECT
ARCS recommends that PJ Enterprises craft a statement about the
Mission and Vision of the company. Goal statements will unite the
entire company in keeping the mission and vision top of mind in
daily activities. Since the training will begin with this topic, the
repetition about PJ Enterprises' commitment to excellent
customer service will serve to help transfer the learning more
readily to the intended audience. An effective message would
stress the importance of a unified company culture of customer
service that values employees who uphold high standards of
excellent customer service. ARCS is committed to reinforcing this
high standard of customer service in the upcoming training
program.

CHALLENGES AND OPPORTUNITIES

The following table presents challenges and opportunities for this
project and the appropriate message and method; we recommend
PJ address them and the specified timeframe.
Audienc
e

Challenge

TOs and
CSS

Cannot
define good
customer
service in
PJ
Enterprises'
terms

Message to
address
challenge
Good PJ
Enterprise
customer
service is
using good
phone
etiquette,

Channel

Responsib
le

Date

Conduct
discussion
via
company
communic
ation:
employee

PJ
Enterprises
manageme
nt (Jane
MacKenzie,
Judie
Thompson,

Pre
training
(at least
two
weeks in
advance
,

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listening
actively,
asking politely,
thanking
customer
often and
treating others
with respect.

memos,
small
group
interaction
and oneon-one
interaction
s

Sheena
Perez,
Hannah
Ross)

January
4, 2016)

TOs and
CSS

low morale

TO is an
important
ambassador to
the customer
about PJ
Enterprises'
commitment
to Customer
Service which
will be
addressed in
sessions about
mission and
vision for
Customer
Service

One-onone
interaction
, small and
large
group
discussion
prior to
training,
also.
Incentivize
attendanc
e by
paying
them for
training

PJ
Enterprises
manageme
nt (Jane
MacKenzie,
Judie
Thompson,
Sheena
Perez,
Hannah
Ross)

Two
weeks
prior to
training
January
4, 2016

TOs and
CSS

Lack of
experience
using a
searchable
pdf

The training is
designed to
provide
practice in
searching a
product on the
Product
Reference
Guide in two
modules. It will
make TOs job
easier and
more efficient

PJ
Enterprise
s memo to
employees
and small
group
discussion

PJ
Enterprises
manageme
nt (Jane
MacKenzie,
Judie
Thompson,
Sheena
Perez and
Hannah
Ross)

January
4 2016

Trainers

Do not feel

Future trainers

One-on-

PJ

Decemb

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from PJ
Enterpri
ses

ready to
take on the
duties of
training

will observe
the training in
house and will
have a
detailed
facilitator
guide for
future use.
They have
been chosen
because PJE
believes they
have the
talent to take
on new duties.
This is an
honor.

one
interaction
with Jane
and
Hannah

Enterprises
managers
(Jane, and
Hannah)

er 21,
2015

RISK MANAGEMENT METHOD

In order to identify, assess and resolve risks that could impact this
project, ARCS will utilize the following Risk Management method.
This will provide a proactive approach in response to risks that
have a potential of occurring during the project.
Risks will be identified and placed in the Risk Spreadsheet. The
spreadsheet will contain the following information:

Risk and Consequence

Probability

Impact

Priority

Response to risk

Resolution

Method: As risks are identified the Project Manager will update

the Risk Spreadsheet. The Project Manager will also provide
updates during status meetings of newly identified risks. If risks
are predetermined the risk plan will be utilized; if not
predetermined sponsor and project manager will determine

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resolution. The responses to risks if/when they become a reality

will be document on the Risk Spreadsheet.

PROJECT PLAN APPROVALS

APPROVALS
Approved by:
Name

Role

Jane McKenzieSmith

Project
Sponsor

Christine Kephart

Project
Manager

Signature

Date

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APPENDIX A : JOB TASK ANALYSIS

The following web graphically presents the various tasks assigned
to the role of TO:

APPENDIX B : COURSE OUTLINE

The following outline reveals the Customer Service Training
Project in its various modules.

CUSTOMER SERVICE TRAINING PROJECT OUTLINE

ARCS has designed the Customer Service Training Project to be
complete in seven modules.

LESSON 1 USING GOOD CUSTOMER SERVICE AND EXCELLENT

ETIQUETTE

Icebreaker
o Icebreaker Activity
o

Course Overview

Introductions

Objective

Knowledge: Customer Service at PJ Enterprises

Method of Instruction
Mission and Vision

Practice Activity: Roleplay-How this Relates to TOs/What

We Expect

Summary/Recap/Q&A

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LESSON 2 USING SCRIPTS DURING THE CALL

Introduction

Course Overview

Objective

Knowledge How to Use Scripts

o

Standard Phone Greeting

Placing an Order

Returns/ Exchanges

Offering the Survey

Ending the Call

Demonstration of Script Usage

Practice Activity: Pair Roleplay and Observation Using

Scripts

Summary/Recap/Q&A/Discussion

LESSON 3 USING THE NEW AND IMPROVED PRODUCT GUIDE

Introduction: Answering Customer Questions

Course Overview

Objective

Knowledge

Accessing the PR Guide

Reading the PR Guide

Searching the PR Guide

Keyword

Product ID

Catalog Page #

Cost Range

Knowledge Checks

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Practice Activity: Scavenger Hunt

Summary/Recap/Q&A/Discussion

LESSON 4 ANSWERING CUSTOMER QUESTIONS WITH EXCELLENT

ETIQUETTE

Introduction

Course Overview

Objective

Knowledge
o

Answering Customer Questions

Answering Questions Using the PR Guide

Problem Solving Difficult Customer Requests

Activities: Roleplay-Difficult Customer Scenarios

Knowledge
o

Determining When to Transfer a Call

Implementing Service Recovery: The 4 As

Acknowledge

Apologize

Alleviate

Appreciate

Activity: Roleplay-Service Recovery Scenarios

Summary/Recap/Q&A/Discussion

LESSON 5 CROSS-SELLING AND UPSELLING

Introduction: Returns and Exchanges

Course Overview

Objective

Knowledge: Cross Selling and Up Selling

o

Why Cross Sell and Up Sell

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Opportunities to Cross Sell/Up Sell

Using Job Aids to Cross Sell/ Up Sell

Demonstration: Cross Selling and Up Selling

Practice: Pair Share Cross-Selling/Up Selling Product Orders

Summary/Recap/Q&A/Discussion

LESSON 6 ADMINISTRATING SURVEY WITH A SMILE

Introduction

Course Overview

Objective

Knowledge: Customer Service with the Survey

o

Encouraging Involvement

Accepting Feedback

Demonstration: Survey with a Smile

Practice Roleplay Offering and Administering Survey

Summary/Recap/Q&A

LESSON 7 PUTTING IT ALL TOGETHER: THE REAL WORLD APPROACH

Introduction
Course Overview
Objective
Knowledge: How To Do It All
o

Review of Call Start to Finish using Customer Service

Skill Performance

Practice: Simulation of Call Start to Finish with

Observation

Discussion of Simulation

Recap/Summary/Q&A

Ending Training/ Survey

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APPENDIX C : CHANGE REQUEST LOG

The following log is referenced in the Change Management Plan
section of the document:

ARCS CHANGE REQUEST LOG

PROJECT : CUSTOMER SERVICE TRAINING, PJ ENTERPRISES
Chan
ge
No.
(1)

Change
Type
(Change
scope,
schedule,
etc.),

Change
Descript
ion
(Request
to add X)

Reques Date
tor
Submitte
d
(Spons (11/30/1
or)
5)

Date
Approve
d
(12/2/15)

Status

Comments

(Deny,
approve
, etc.)

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