Scope Management Plan

Introduction
The Scope Management Plan provides the framework for this project. It documents the scope management approach; roles and responsibilities as they pertain to project scope; scope definition; verification and control measures; scope change control; and the projects work breakdown structure. The PJ Enterprises Customer-Focused Operator Training project entails the design, development and implementation of a self-paced eLearning training solution for customer service operators and supervisors within PJ Enterprises. The training is designed to improve service at initial point of contact with customers and carry through in all relations with them. It will apply industry best practices in three main areas of customer service soft-skills: (1) telephone etiquette; (2) thorough, yet efficient, processing of orders, inquiries and complaints; and (3) reducing the number and types of inquiries funneled through the chain of command. This includes evaluating the computer-based training. No external resources or outsourcing are anticipated for this project.

Scope Management Approach

For this project, scope management will be the sole responsibility of the Project Manager. The scope for this project is defined by the Scope Statement and the Work Breakdown Structure (WBS). The Project Manager, Sponsor and Stakeholders will establish and approve documentation for measuring project scope which includes deliverable quality checklists and work performance measurements. Proposed scope changes may be initiated by the Project Manager, Stakeholders or any member of the project team and will be managed through implementation of the Change Management Plan. All change requests will be submitted to the Project Manager who will then evaluate the impacts of the requested scope change with assistance as needed from the project team and/or the individual who submitted the change request. The Project Manager will submit the scope change request to the Change Control Board for review at their bi-weekly meeting. Upon approval of scope changes by the Change Control Board, the Project Manager will update all project documents and communicate the scope change to all stakeholders.

Roles and Responsibilities

The Project Manager, Sponsor and team will all play key roles in managing the scope of this project. As such, they must all be aware of their responsibilities in order to ensure that work performed on the project is within the established scope throughout the entire duration of the project. The table below defines the roles and responsibilities for the scope management of this project.

Page 1

Scope Management Plan

Name Paul Coverstone Role Sponsor / CCB Chair Responsibilities Approve all changes to budget/funding allocations Approve all changes to schedule baseline Approve any changes in project scope Accept project deliverables Chair the CCB Receive and log all change requests Conduct preliminary risk, cost, schedule, scope analysis of change prior to CCB Seek clarification from change requestors on any open issues or concerns Make documentation revisions/edits as necessary for all approved changes Participate on CCB

Beverly Vaillancourt

Project Manager

Patricia David

Project Coordinator

Participate in impact assessments of scope change requests Communicate outcomes of scope change requests to team Facilitate team level change review process Participate in defining change resolutions Evaluate the need for scope changes and communicate them to the project manager as necessary Participate in defining change resolutions Evaluate the need for scope changes and communicate them to the project manager as necessary Submit all change requests on Change Request Form Provide all applicable information and detail on change request forms Be prepared to address questions regarding any submitted change requests Provide feedback as necessary on impact of proposed changes

Dawn Ramin

Team Member

Joy McGinty

Team Member

Key Stakeholders

Table 1.1, Scope Management Roles and Responsibilities

Page 2

Scope Management Plan

Scope Definition
The scope for this project was defined through a comprehensive requirements collection and gap analysis processes. First, a thorough analysis was performed on PJ Enterprises current telephone etiquette protocols and present level of performance. This was compared to Stated goals of PJ Enterprises management Survey, questionnaire and focus group feedback from PJ customer service operators and supervisors, management, and customers Customer satisfaction survey data for two years prior Best practices in the customer service field The project description and deliverables were developed based on that gap analysis process, as well as input from Something Spectacular subject matter experts, designers and developers. This process provided feedback on the most effective ways to meet PJ Enterprises requirements of providing a training solution from which the company can improve its customer satisfaction scores and employee job satisfaction.

Project Scope Statement

The project scope statement provides a detailed description of the project, deliverables, constraints, exclusions, assumptions, and acceptance criteria. Additionally, the scope statement includes what work should not be performed in order to eliminate any implied but unnecessary work which falls outside the of the projects scope. This project entails the design, development and implementation of a self-paced eLearning training solution for customer service operators and supervisors within PJ Enterprises. The training is designed to improve service at initial point of contact with customers and carry through in all relations with them. It will apply industry best practices in three main areas of customer service soft-skills: (1) telephone etiquette; (2) thorough, yet efficient, processing of orders, inquiries and complaints; and (3) reducing the number and types of inquiries funneled through the chain of command with the end goal of achieving improved customer satisfaction survey results and enhancing employee job satisfaction. This includes evaluating the computer-based training. No external resources or outsourcing are anticipated for this project. The deliverables for this project are a complete eLearning solution for customer-focused operator training with the flexibility to modify and expand as necessary in the future. This project will be accepted once the computer-based training has been successfully tested, and has been shown to be compatible with the companys current technology infrastructure. This project does not include ongoing administration and maintenance of

Page 3

Scope Management Plan

the training; however, training of key PJ Enterprise personnel on how to do so will be provided. Only Something Spectacular and internal PJ personnel and resources may be used for this project. Additionally, the project is not to exceed 9 months in duration or $270,000 in spending. Assumptions for this project are that support will be provided by the project sponsor and all department managers and that adequate internal resources are available and accessible for the successful completion of this project.

Work Breakdown Structure

In order to effectively manage the work required to complete this project, it will be subdivided into individual work packages. This will allow the Project Manager to more effectively manage the projects scope as the project team works on the tasks necessary for project completion. The project is broken down into six phases: project management, instructional needs analysis, design, development, implementation and testing. Each of these phases is then subdivided further down to work packages (see WBS structure below).

Figure 1.1, Work Breakdown Structure (WBS)

Page 4

Scope Management Plan

Scope Verification
As this project progresses the Project Manager will verify interim project deliverables against the original scope as defined in the scope statement and WBS. Once the Project Manager verifies that the scope meets the requirements defined in the project plan, the Project Manager and Sponsor will meet for formal acceptance of the deliverable. The Project Sponsor will accept the deliverable by signing a project deliverable acceptance document. This will ensure that project work remains within the scope of the project on a consistent basis throughout the life of the project.

Scope Control
The Project Manager and the project team will work together to control of the scope of the project. The project team will ensure that they perform only the work described in the WBS and generate the defined deliverables for each WBS element. The Project Manager will oversee the project team and the progression of the project to ensure that this scope control process if followed. If a change to the project scope is needed, it will be handled through the change management process outlined in the Change Management Plan. Any project team member, sponsor, or stakeholder can request changes to the project scope. All change requests must be submitted to the Project Manager via a Change Request form. The Project Manager will do a preliminary evaluation of the proposed scope change's impact with assistance as needed from the project team and/or the individual who submitted the change request. The Project Manager will submit the scope change request to the Change Control Board for review prior to their bi-weekly meeting. Upon approval of scope changes by the Change Control Board, the Project Manager will update all project documents and communicate the scope change to all stakeholders.

Sponsor Acceptance
Approved by the Project Sponsor: _______________________________________________________ <Project Sponsor> <Project Sponsor Title>
Page 5

Date: _________________________