Project Charter for

WW Consulting
March 27, 2016

Project Information
PJ Enterprises Telephone Operator Training
WW Consulting proposes to develop telephone operator training which will
include the following:
* Customer service training including call scripts, scenario examples, practice
scenario activities
* Electronic Product Guide hosted on SharePoint with detailed product
descriptions, indexing, and searchable key words

Project Manager
The project manager is Coral Shanahan.

Project Sponsor
The project sponsor is Jane MacKenzie.

Project Charter

Stakeholders and Impact

Stakeholder
Jane MacKenzie, Project
Sponsor

Responsibilities and Impact on the

Project
Jane has established the project timeline,
approve the budget and sign off on
milestones. Regular status reports will be
sent to her.
Janes impact on the project is critical as
the project cannot move forward without
her sign-off.

Jane MacKenzie
Tie-breaker (person who
will make decisions, both
strategic and content,
should SMEs disagree)

Project Charter

Project Impact on Them

The project will impact Janes time as all
phases of the project will be reviewed and
approved by her. She will also be a
primary contact for WW Consulting who
will send her regular status reports.
The project will have a positive impact on
Janes reputation and reinforce her position
as Director of Sales Support. Increased
sales and improved customer service will
be a direct result of her involvement with
this project.

Jane will act as a reviewer on all plans and

materials related to products and will help
to supply product information.

The project will impact Janes time and

could impact her availability for other
matters.

Janes impact on the project in this role is

critical as she will be responsible for SME
conflict resolution. This could affect the
product guide and how the products are
presented to customers.

Conflict resolution, especially between

SMEs is a difficult role as they are experts
and most likely feel very strongly about
the products, especially if they feel
strongly enough to disagree. This could
impact Janes relationship with the SMEs
during the project and after the project is
concluded.

Stakeholder

Responsibilities and Impact on the

Project

Project Impact on Them

Ray Johnson, Sarah

Commons and Maria
Gomez, Reviewers and
Subject Matter Experts

Ray, Sarah and Maria will act as reviewers

and SMEs. Their impact on the project will
be large as WW Consulting will rely
heavily on them for information about the
telephone operators and customer service.
Marias schedule may impact the project as
her shift schedule varies.

The project will impact Sarah and Marias

time spent with the telephone operators
and customers.

Paula Moore, and Rosalinda

Sanchez, Additional Subject
Matter Experts

Paula and Rosalinda will act as additional

SMEs and answer questions and provide
information when the project requires
input from supervisors or a different point
of view.

The project will have some impact on

Paula and Rosalindas time.

By assisting WW Consulting, Sarah and

Maria will gain the knowledge to become
trainers.

Availability is a positive as WW
Consulting will not have to rely only on
Sarah and Maria as SMEs in the event of
vacations, personal time off or sick leave.
Sheena Perez, Project Team
Member

Time permitting, Sheena will act as a

reviewer on all plans and materials related
to products and will help to supply product
information.
While Sheenas time is limited her product
knowledge and past training experience are
invaluable. She will have some positive
impact on the project in an advisory
capacity. Her time limitations may
negatively impact the project.

Project Charter

The project will impact Sheenas limited

time.
Sheena will no longer have to provide
product training, with her busy schedule
this will be a positive impact. She will also
benefit from increased sales and improved
customer service as this will reflect
positively on her as the buyer.

Stakeholder
IT Department

Warehouse Staff

Responsibilities and Impact on the

Project

Project Impact on Them

The IT Department will assist with the

integration of the electronic product guide.

The IT Departments time will be

impacted.

They will have a large impact on the

project as the availability of the
information for the telephone operators,
the speed at which it can be accessed could
affect day to day activities and the risk of
server downtime could hold up
implementation and ongoing operations.

An electronic product guide should not

affect the companys server availability if
hosted on an external server; they may be
some pain points during initial
implementation that will require their time
and attention away from their other
projects.

The warehouse staff will provide products

to WW Consulting for product guide and
training development.

The project will impact the warehouse

staffs time and use of equipment (forklifts,
pallet jacks, hand trucks) for locating and
moving products for photoshoots and
product demonstrations for telephone
operators.

They will have a positive impact as they

have hands on experience as well as
packaging and shipping information.

There will be a positive impact as

improved customer service and product
information will result in fewer returns and
change orders.

Project Charter

Description of Work
Project Purpose
The purpose of this project is to provide PJ Enterprises with design, development and training
for current telephone operators. The project will also provide trainer materials, allowing PJ
Enterprise supervisors and management to offer consistent training to new hires on an ongoing
basis. These materials will be beneficial in providing all operators with consistent product
information, phone scripts and procedures to enhance customer service interactions. The
materials are aligned with the below listed PJ Enterprise Business Objectives.

Business Objectives
The objectives are as follows:

Project Charter

Aggressive growth to maintain or exceed projected targets

Improve profitability

Focus on quality and customer service with a 10 percent improvement on customerservice scores

Focus on quality of work environment and staff development and recognition

Project Deliverables
Solution
Customer Service Training
for Telephone Operators

Delivery Method
ILT

Seat Time or Pages

Description

5 hours

This course will include the following:

Electronic Product Guide

Training

ILT

This course will cover the use of the new

Electronic Product Guide. An outline and course
materials will be provided to all attendees at the
beginning of the course. The course will include
the following:

3 hours

Project Charter

Strengthening relationships with

customers
Soft Skills patience, attentiveness,
reading a customer, persuasion, handling
surprises, time management
Courtesy call scripts answering, placing
on hold, transferring
Scenario examples angry callers,
indecisive callers, chatty callers
Practice scenario activities
Assessments

Accessing the company intranet site

Opening the product guide
Searching the product guide
o Searching tip sheet handout
Enhanced product features including
examples of products
What to do if encounter issues
Assessment

Deliverables In Scope
The deliverables for this project are Telephone Operator Customer Service Training and
Telephone Operator Electronic Product Guide Training.

Delivery of training

Scripts for customer service

Facilitator Guide

Student Guide

Job aids

Process flowcharts

Out of Scope
Supervisor performance assessment training and manager communication training are out of
scope.
Management training is out of scope.
Monthly ongoing communication initiatives are out of scope.
New hire training for the ordering system is out of scope.
Detailed, hands on product training is out of scope.

Project Completion Criteria

This project will be complete when all specified deliverables, including the initial Telephone
Operator Customer Service and Electronic Product Guide Training are signed off, approved
and delivered to PJ Enterprises management team.

Project Charter

Project Parameters
Budget
Deliverable
/Solution

Type of Training/
Deliverable

Telephone Operator
Training

Instructor led training

Seat Time
or Scope
Figure
8 hours

Total
Hours
Estimate
d
344

Cost

@$150
per hour

$51,60
0
E-product guide

Project Charter

Electronic product
guide and SharePoint
site

32-48 pages

64-96

$9,60014,400

Project Team Members & Roles

Name

Role

Responsibilities

Coral Shanahan

Project Manager

Coordination of team member

contributions and client
needs.

69 Hours

Jennifer Bishop

Instructional
Designer

Work Exclusively on
handbook and E-Product
Guide- Document/Training
layout

32-43 E-Product
Guide

Technical Writer- Work

Exclusively on handbook and
E-Product Guide

32-43 E-Product
Guide

Bridget Baggett

Project Charter

ID/Course
Developer

Est. Hours Needed

69 Telephone
Operator Guide

69 Telephone
Operator Guide

Rebecca Carew

Business
Manager

Finances and other

responsibilities

69 Hours

Amy Terrien

Instructional
Designer

Work Exclusively on
handbook and E-Product
Guide- Document/Training
layout

32-43 E-Product
Guide
69 Telephone
Operator Guide

Project Milestones
Milestone
Project Management Plan Outline

April 7, 2016

Design Document (1st Draft)

April 21, 2016

Design Document signoff

May 4, 2016

Facilitator and Phone Operator Guide Design (1st Draft)

May 25, 2016

Facilitator and Phone Operator Guide Design Sign Off

June 15, 2016

E-product guide Document (1st Draft)

June 22, 2016

E-product guide Document Sign Off

June 29, 2016

Pilot Training Conducted; Revisions Signoff

July 13, 2016

Telephone Operator Training

August 1-5, 2016

Project End Date

August 8, 2016

ADDIE Signoffs

Project Charter

Date

E-Learning Signoffs

10

Vendor Assistance Required

There is no vendor assistance required for this project.

Project Charter

11

Possible Problems and Risks

Problem Area

Likelihood
15

Problem
Owner

Possible Impact to Project

System issues
implementing the
intranet solution

Bruce
Bennett

Delay in implementation, inability

to meet the completion date.

Set up a schedule and project plan for

implementing the site including researching
solutions, implementing, and testing.

Electronic Product
Guide development
not complete on time

Bridget
Baggett

The deadline may not be met.

We will meet with the current developers of the

paper guide as soon as possible.

Telephone Operators
resistance to
customer service
training

We will begin determining product details and

improving the guide as soon as possible.
Jane
MacKenzie

Customer service skills are not

transferred to the work
environment.

Management and we will show support for the

customer service training prior to, during, and
after training.

Bad attitude spreading to other

Telephone Operators

We will communicate the training plan to the

Telephone Operators in advance and share the
expectations.

Secondary Impact: Complaint rate

is not reduced
Technology issues,
computer downtime

Project Charter

Mitigation Plan

Bruce
Bennett

Delays in implementation

Schedule training around any known outages

12

WW Consulting is responsible for:

Setup a SharePoint or shared directory accessible by all telephone operators and

supervisors. This SharePoint will display the current product guide in electronic
format.

Telephone Operator Training which will include the following:

o

Customer service training including call scripts, scenario examples, practice

scenario activities

Electronic Product Guide training

o
o
o
o
o

Accessing the company intranet site

Opening the product guide
Searching the product guide
o Searching tip sheet handout
Enhanced product features including examples of products
What to do if encounter issues

PJ Enterprises is responsible for:

Possible Additional Expenses

o
o

Travel Cost (Airfare & Hotel)

Lunch/Food

Constraints
The following situations will/can constrain WW Consulting ability to carry out the project:

The shifts and work schedule of the phone operators and SMEs will constrain our
availability to implement training if not coordinated effectively

IT and technological challenges can impact and lengthen the implementation process

Lack of staff cooperation and low morale can increase resistance and decrease the
effectiveness of the instructor-led training

External Influences/Dependencies
The successful completion of the course is dependent on the following external factors:

Project Charter

Call Volume- Higher than normal call volume could require that phone operators be
available to take inbound calls versus participating in training which in turn can
extend deadline.

Staff Cooperation- High resistance will decrease the effectiveness of the instructorled training and prolong the implementation process

13

Approvals
Role
Project Sponsor

Project Charter

Signature

Date

Jane E.
MacKenzie

_________3/27/16_____

___________________________________

_____________________

__

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