Project Charter for

PJ Enterprises
3/26/2017

Project Information
Project Name and Description

PJ Enterprises has employed Optim Learning Solutions (OLS) to design, develop,

and implement an innovative performance solutions program for Telephone
Operators (TOs) to increase the skills and expertise of these employees. The
instruction is ultimately intended to improve customer service scores and increase
sales results.

To fully assess the needs of the organization, and with the approval of Jane
MacKenzie, the projects management sponsor, OLS, conducted a performance
analysis over the period of March 1319, 2017, to analyze PJ Enterprisess current
performance related data and identify appropriate performance solutions. The
performance analysis was the basis of performance solutions presented to Jane on
March 20, 2017. This project charter reflects the agreements made in that meeting.

Project Manager

Stephanie Boysen is the OLS Project Manager responsible for the PJ Enterprises
performance improvement design and development. She has been involved in the
project from the start and has a full understanding of PJ Enterprisess operations
related to the performance issues. She has been communicating on a regular basis
with Jane, the project sponsor, and has communicated the results of the
performance analysis, as well as the next steps in the project.

Project Sponsor

Jane MacKenzie is the project sponsor. She brings over 15 years of sales and HR
experience in various companies to the project.

Project Charter for PJ Enterprises 1

 Stakeholders and Impact

The table below lists the projects stakeholders along with their roles and
responsibilities.

Stakeholder Responsibilities and Project Impact on Them

Impact on the Project

Michael Merrill, Initiated the project Sales and customer

VP of Sales with OLSs Sales satisfaction goals are
Director key deliverables for
Project Initiator Michael. He has a
vested interest in
improving TO
performance as it is
linked to meeting these
goals.

Jane MacKenzie, PJ Enterprisess Is taking on additional

Director of Sales main point of responsibilities by
Support contact for the sponsoring the project
project
Project Sponsor Makes decisions
Retains all regarding the project if
decision-making SMEs disagree
authority for PJ
Responsible for project
Provides additional completion
PJ staff support
Project success is tied
Reviews and signs to her personal
off on all project deliverables
and training
document Sales and customer
satisfaction goals are
key deliverables for
Jane. She has a vested
interest in improving
TO performance as it is
linked to meeting these
goals.

Jane MacKenzie, Makes decisions, Same as above

Director of Sales both strategic and
Support and Tie- content, should
breaker SMEs disagree

Project Charter for PJ Enterprises 2

 Stakeholder Responsibilities and Project Impact on Them
Impact on the Project

Sheena Perez, Reviewer on all Any assistance will

Merchandising plans and impact her already full
Manager, materials related schedule
Reviewer and to products
Subject Matter
Expert
Helps supply
product
information as
needed and time
permits

Has been removed

from prior training
responsibilities

Ray Johnson, Reviews product- Ray is taking on

Assistant related materials additional duties which
Merchandising will impact his
Manager Reviews plans and workload
materials related to
products if Sheena Ray will become
is not available. engaged in the training
process by supplying
Primary contact for information to OLS
product related
information
including vendor
access if additional
information is
needed

Sarah Commons, Assist in Taking on additional

Customer Service conducting the duties which will
Supervisor training impact her workload

Analysis and Learn how to and be

review of any responsible for
training related to conducting future
TOs trainings

Become more vested in

the training as she is
not involved in the
current training process

Project Charter for PJ Enterprises 3

 Stakeholder Responsibilities and Project Impact on Them
Impact on the Project

Maria Gomez, Assist in Taking on additional

Customer Service conducting the duties which will
Supervisor training impact her workload

Analysis and Be responsible for

review of any conducting future
training related to trainings
TOs
Become more vested in
the training as she is
not involved in the
current training process

Paula Moore, Analysis and Taking on additional

Telephone review of any duties which will
Operator training related to impact her workload
TOs
Become more vested in
the training as she is
not involved in the
current training process

Rosalinda Analysis and Taking on additional

Sanchez, review of any duties which will
Telephone training related to impact her workload
Operator TOs
Become more vested in
the training as she is
not involved in the
current training process

Bruce Bennett, Manages Lucy May need to allow

Vice-President of Feldman and Sam employees under his
Information Fisher direction time to
Services answer OLS questions
Available for
questions related to
Product Guide

Sam Fisher, IT Available for May need to make time

Contact questions related to available to answer
Product Guide OLS questions (OLS
deployment will provide plenty of
lead time and work
around Sams schedule

Project Charter for PJ Enterprises 4

 Stakeholder Responsibilities and Project Impact on Them
Impact on the Project
May need to make time
Lucy Feldman, Available for available to answer
PJs Intranet questions related to OLS questions (OLS
Manager, Product Guide will provide sufficient
additional SME lead time and work
around her schedule)

Beena Waugh, Conduct Dedicate time to meet

OLS Project performance project deliverables
Coordinator analysis and complete on time
and within budget
Lisa Mernaugh, Develop product
OLS Business charter
Analyst
Design and develop
Laura performance
McWhorter, OLS solutions including
Technical Writer Product Guide and
training content,
Scott Kramer, assessments, and
OLS Instructional materials
Designer
Implement
Stephanie performance
Boysen, OLS solutions
Project Manager
Deliver initial
training

Telephone Attend training Change work practices

Operators (TOs)
and Customer Use Product Guide Improved job
Service satisfaction
Supervisors Apply knowledge
(CSSs) and skills to the job

Project Charter for PJ Enterprises 5

Description of Work
Project Purpose

The purpose of this project for PJ Enterprises is to improve customer satisfaction scores, decrease
call times, and increase sales for TOs.

Business Objectives

The improvement in TO call etiquette and accessibility to product information will help PJ
Enterprises reach the desired 10% improvement in customer satisfaction scores. Additionally,
increasing TO efficiency through access to product information through the Product Guide will
assist them in handling a minimum of six calls per hour, contributing to the desired 30% increase in
sales in 2017.

Project Charter for PJ Enterprises 6

 Project Deliverables

OLS will deliver the following solutions to PJ Enterprises personnel:

Solution Delivery Method Seat Time or Pages Description

Product Guide Product Guide, 300 products will be OLS will develop a searchable Product Guide
searchable by the included in the Product which contains all catalog product information,
PJ Enterprisess Guide including the PJ Enterprisess unique product
unique product number, pricing, photos, descriptions and
number; guide additional details like fiber content, washing
includes critical instructions, sizing charts, etc. The Product Guide
product will be created in Adobe Frame Maker and be
information and has compatible with the current order entry system.
print capabilities

Project Charter for PJ Enterprises 7

 Solution
Telephone Operator Training
Project Charter for PJ Enterprises
Delivery Method Seat Time or Pages Description
The training program for TOs will teach them
Instructor-led 4 hours how to access and use the searchable Product
training session Guide. It will provide specific steps for
communicating the product information to the
customer. A Product Guide job aid will be
included in the training.
Additionally, training will cover the components
of a quality call, including a standard greeting
script, consistent call process guidelines, and
common call situation scenarios. This will also
cover difficult customer scenarios and how to
handle them.
The training will include hands-on activities such
as roleplaying, Q&A, and assessment. A
certification process will validate TO competency
on use of the Product Guide, and will demonstrate
the call process.
OLS will provide an instructor-led Facilitator
Guide and a Participant Guide.
8
 Deliverables In Scope

OLS will assume the following tasks to complete the aforementioned deliverables:
Gather product information and images through PJ Enterprisess SMEs
Product Guide so it is searchable for important product information
including PJ Enterprisess unique product number, pricing, photos,
descriptions and additional details like fiber content, washing instructions,
sizing charts, etc.
Initial TO training provided by an OLS trainer as outlined in the Project
Deliverables section
Facilitator Guide
Participant Guide

Out of Scope

OLS is not responsible for:

Any deliverables outside of those deliverables specified in this document.
Product Guide update training unless presented and agreed upon in a
separate charter/proposal.
Integration of any policy or standards changes for PJ Enterprises, unless
presented and agreed upon in a separate charter/proposal.

Project Completion Criteria

This project will be complete when the following deliverables, have been
completed and signed off by PJ Enterprises:
Product Guide
TO training, including
o Design Document
o Training Content
o Training Materials (including Participant Guide, Facilitator Guide,
Product Guide Job Aid and Assessments)
o Training Evaluation Results

Project Parameters
Budget

This budget is an estimate of time and money required to complete all deliverables
for PJ Enterprises. Note that this budget is only an estimate and the final actual
cost of all deliverables may vary by 10%.

Project Charter for PJ Enterprises 9

 Deliverable Type of Training/ Seat Time Total Cost
/Solution Deliverable or Scope Hours
Figure Estimated

Product Guide Product Guide, 300 240 $24,000

searchable by the PJ products
Enterprisess unique will be
product number, included in
which includes critical the Product
product information Guide
with print capabilities.

Telephone Instructor-led 4 hours 160 $16,000

Operator classroom training
training development
development

Telephone TO training delivery 4 hours per 16 $1600

Operator quarter
training
delivery

Total 406 $41,600

max

Project Team Members & Roles

This table lists all team members, their high-level responsibilities, and estimates of
their required participation time to complete this project.

Name Role Responsibilities Est. Hours

Needed

Stephanie Boysen Project Manager Oversee project; track 40

and report data about
tasks and budget to
client; maintain
communications

Beena Waugh Project Track and schedule all 20

Coordinator tasks; communicate
same to PM and team

Lisa Mernaugh Business Conduct all research, 20

Analyst including a detailed task
analysis

Project Charter for PJ Enterprises 10

 Name Role Responsibilities Est. Hours
Needed

Scott Kramer Instructional Create instructional 284

Designer materials and deliver
training

Laura McWhorter Technical Writer Write job aid; revise 20

training materials as
needed

Total Hours for OLS 406 max

Jane MacKenzie Project Sponsor Provide input on and 60

review all materials;
final signoff

Sarah Commons, SMEs and Provide input during the 40 each

Lucy Feldman, Maria Reviewers research and review
Gomez, Paula Moore, stages
Sheena Perez, and
Rosalinda Sanchez

Ray Johnson Product Vendor Obtain product 4080

Liaison information from
vendors for OLS to
facilitate creation of
Product Guide

Sam Fisher IT Contact Provide input on 20

implementation of
Product Guide

Project Milestones

Subject to agreement from PJ Enterprises, OLS will produce the deliverables on

the dates listed below:

Milestone Date

Design document sign off 4/14/17

Training materials signoff 5/17/17

Conduct Pilot training 5/22/17

Implement (delivery) 6/15/17

Project Charter for PJ Enterprises 11

 Milestone Date

Training evaluation results 6/30/17

Vendor Assistance Required

To access product information required for the database, OLS will consult with
Ray Johnson, Assistant Merchandizing Manager. Ray will obtain this information
from the vendors as OLS cannot consult the vendors directly.

Project Charter for PJ Enterprises 12

 Possible Problems and Risks

This table shows OLSs assessment of the possible problems and risks to the project. Each issue is rated from 1 5 with 1 being low
and 5 being high. Any of these might impact the project, resulting in:
Delays in the schedule
Compromises in the quality of outputs
Overruns in the budget

Problem Area Likeli- Problem Owner Possible Impact to Mitigation Plan

hood Project
15

SME availability and 2 Jane MacKenzie Delay in development If at PJ Enterprises,

engagement of content for Product sponsor will appoint
Guide and training alternative SME or
adjust timelines to
account for delays in
conducting task analysis
Product Guide and
Training development
signoffs and completion.

Issues related to 4 OLS Product Guide Begin Product Guide

incompatibility of implementation could testing early with IT
hardware/software Sam Fisher be delayed involvement to address
with Product Guide compatibility issues
early in development

Project Charter for PJ Enterprises 13

 Problem Area Likeli- Problem Owner Possible Impact to Mitigation Plan
hood Project
15

Changes in staff or 4 Jane Delays in completion If it occurs at PJ

personnel involved
during development
Mackenzie/OLS of project Enterprises, sponsor will
appoint other personnel
or adjust timelines. If it
occurs at OLS, OLS will
assign qualified
personnel to complete
project by deadline

Project Charter for PJ Enterprises 14

 Assumptions

OLS is responsible for:

Development of all deliverables including Product Guide and all training.
Project management of all in-scope deliverables.
Weekly status reports to Jane MacKenzie.
Meeting all designated milestones
Completing project on time and within budget.
Jane MacKenzie, representing PJ Enterprises, is responsible for:
Providing OLS with requested Product Guide information.
Making appropriate SMEs available to give input on and review all
materials.
Managing feedback process and handling sign-offs for drafts and
deliverables.
Providing a liaison between the product vendors and OLS so that OLS can
receive all necessary information with which to update the Product Guide.
Providing IT support in planning and implementing the Product Guide.
Scheduling, providing computers and facilities for the training created by
OLS.
Scheduling employee attendance for training sessions.
Conduction any TO training beyond the initial four quarter training
delivery sessions unless presented and agreed upon in a separate
charter/proposal.
Creating Train the Trainer materials unless presented and agreed upon in
a separate charter/proposal.
Printing of any hand-outs or collateral materials/job aids.
PJ Enterprises assumes all responsibility for inclusion and accuracy of
content, and will own all completed materials.

Constraints

The following circumstances will constrain OLSs ability to complete the project:
The high turnover rate among telephone operators at PJ Enterprises may
affect the availability of telephone etiquette SMEs on a consistent basis,
leading to difficulties in maintaining a consistent perspective on proper
telephone etiquette at PJ Enterprises.
Assistant Merchandizing Manager Ray Johnsons high workload may limit
his ability to source product information for OLS, thus leading to more
time needed to create the Product Guide as OLS cannot contact product
vendors directly for these details.
Sheena Perezs recently increased responsibilities may limit her ability to
serve as SME on the project, which may cause delays in the materials
review process.

Project Charter for PJ Enterprises 15

 External Influences/Dependencies

The successful completion of the project depends upon the following external
factors:
Inability of product vendors to deliver previously agreed upon products
may impact the overall correctness of the Product Guide.

Approvals

Role Signature Date

Project Manager ___________________________________ _____________________

Project Sponsor ___________________________________ _____________________

Project Charter for PJ Enterprises 16