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Project Plan forTeam #4

12/9/18

Project Information

Project Name

The title for this project is Simply Order Training for Telephone Operators and Supervisors

Project Background and Description

Telephone operators will be trained on the new SimplyOrder system as well as telephone etiquette using hands-on, experiential learning as part of the training redesign. There will be four main sessions scheduled and one make up session.

Weekend Warriors were asked to analyze possible causes for customer complaints and high employee turnover. After evaluating the analysis results the conclusion was made that a two-prong approach would be most beneficial. First, the implementation of a new product database that would alleviate problems with accessing product information. Second, training the telephone operators on the new system to be able to not only provide a high level of customer service, but also increase sales.

Project Purpose

The purpose of this project for Delightful Duds & Décor is to train telephone operators on using the new SimplyOrder system, improve phone etiquette skills, upselling and cross selling techniques, accessing the newly organized product information data, and to familiarize employees with new products featured in the spring 2019 catalogue.

Two customer service supervisors will take part in the training with a goal of taking over the training of telephone operators in the future.

As a result of this new hands-on training approach, DDD and WW expect customer satisfaction and employee retention to improve and that these improvements will lead to increased sales.

Business Objectives

The addition of product data into the new SimplyOrder system will increase the speed and accuracy with which Telephone Operators can respond to customer questions, resulting in increased customer satisfaction. This will, in turn, improve employee satisfaction and decrease turnover. Product data access within the system also allows for new training opportunities for staff, which will include telephone etiquette training and a new, hands-on training style for upcoming catalogs that

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will suit the preferred learning styles stated by the employees, with a greater focus on sales. Combined, these updates will help Delightful Duds & Décor to reach its total sales goal of $7M for this year.

WW will work with DDD to conduct evaluations at three-month intervals for at least one year to determine the effectiveness of the training. We will measure:

Customer call time—compare percentage of calls meeting the 10-minute goal to the previous 33%.

Call escalation—compare percentage of calls that require escalation to a supervisor to previous percentage.

Customer satisfaction—compare results for customer satisfaction surveys involving telephone operators’ product knowledge, etiquette, and call response time. Calculate specifics and overall rate of customer dissatisfaction via new, electronic surveys.

Employee retention rate—track telephone operator retention rate per quarter and compare with previous year.

Employee satisfaction—re-send electronic surveys to telephone operators; hold focus group for supervisors; review employee recognition results, performance reviews, and behavior checklist assessments.

Gross sales—compare quarterly sales with previous sales to evaluate how training has affected gross sales; review how many telephone operators are meeting sales quotas.

Scope Statement

Deliverables Included

Weekend Warriors will provide a full-day of training to Telephone Operators and Customer Service Supervisors, offered at five different times, including:

New SimplyOrder system:o Navigation, ordering processo Making changes to orderso Processing returns and exchangeso Accessing product information

Phone etiquette training:o Best practices in customer serviceo Introduction of scripts to be used in common scenarios

Spring Catalog Overview:o Focus on high level overview of information for awareness of new

products prior to catalog releaseo Tips for upselling and cross-sellingo Role playing common scenarios

In addition to facilitating this training, other material deliverables included in scope are:

Project Plan Course Outline Design Document Facilitator Guide and instructional materials to support activities


Learner handouts for use during training Job aids PowerPoint slides containing the instructional content of the training Learner assessments Employee satisfaction survey to be conducted at 3-month intervals for one

year following the training, for evaluation purposes

Exclusions

Other possible solutions that were discussed, but will not be included in this training project are:

Employee Handbook Supervisor Training

New Employee Onboarding Program

Staff Development Program

Any documentation, guides, materials, or consultation for deliverables listed above

Project Completion Criteria

This project will be complete when all specified deliverables, including the SimplyOrder training, are signed off by and delivered to DDD stakeholders, and when all scheduled evaluations have been completed over the year following the final training date.

Project Plans

Primary Plans

We will implement a variety of plans necessary to carry out a smooth implementation of the DDD SimplyOrder training:

Change Management Plan Project Schedule, including scheduled meetings and status reports Gantt Chart Work Breakdown Structure

Additionally, the Weekend Warriors Project Management team will also be responsible for overseeing communication, schedule monitorship, budget tracking, and risk monitorship throughout the project.

Scheduled Meetings

Due to time constraints, regularly scheduled meetings will be kept to a minimum, with the intended plans for frequency outlined below. However, unique and as-needed meetings can be called with stakeholders in advance to address the needs of the project as they may arise.


Meeting Frequency Attendees Description

Progress/status update

25% completion mark; project mid-point; one week prior to pilot ILT

Jane MacKenzie, Tom Swartz, Ray Johnson, Marge Moorhead, all WW staff

All key stakeholders will meet to provide an update on each performance. Discuss schedule and cost variances, risk events, recovery strategies, percentage of work completed, and percentage of budget used. Allows PM to forecast project duration and cost and strategize to correct any overages.

Project sponsor updates

biweekly Nicole Friz (WW PM) and Jane MacKenzie, Project Sponsor

Nicole and Jane will meet briefly to discuss the progress of the project, ensuring that all tasks are on track the project is still focused on meeting its originally intended business objectives. This can ensure that internal support for the project at DDD continues and will allow WW any insight into factors that could affect motivation or cooperation. It will also provide Jane with detailed updates on budget and schedule.

Training content review

2 scheduled reviews

Jane MacKenzie, Tom Swartz, Sarah Commons, Maria Gomez, Paula Moore, Rosalinda Sanchez, Ray Johnson, Marge Moorhead (Reviewer SMEs) and all Weekend Warriors staff

DDD SMEs will walk WW staff through their feedback, comments, and suggested/requested changes after their first look at the training content (feedback due 1/7), and again after the first ILT is delivered (1/17).


Scheduled Status Reports

Frequent, scheduled status reports are crucial to our success because of the short timeframe we have for development. They will allow us to recognize and address any issues right away.

Marge Moorhead will provide Jane MacKenzie and Nicole Friz with biweekly status reports regarding the development of the product information database and the upload of complete product data into it, in standardized format.

Tom Swartz will provide monthly status reports to Jane MacKenzie and Nicole Friz on the development and finalization of functionality of the SimplyOrder system, notifying them of any changes, and confirming the completion schedule.

Jeni Johnson of the WW ID team will provide Nicole Friz and Jane MacKenzie with weekly status reports regarding the analysis, design, development, and implementation of the SimplyOrder training’s instructional materials.

Nicole Friz will provide Jane MacKenzie with weekly status reports, in keeping with schedule and risk monitorship, and budget tracking for the project.

Assumptions

Weekend Warriors are responsible for:

Design, delivery and completion of the project deliverables Adhering to project milestones by the dates listed Status updates on project deliverables

Delightful Duds & Décor is responsible for:

Gathering consistent product information from their vendors Data entry of product information into the new SimplyOrder System Access to new system/sandbox Access to training room with work stations Scheduling Telephone Operators for their training session Reviewing training guides and materials to ensure accuracy Printing guides and any training materials Cooperation of SMEs (2 Supervisors, 2 Telephone Operators) for training

preparation Providing standards for measurement of success Status updates on situations that could impact any project deliverable

Constraints

The following situations are possible at Delightful Duds & Décor which could constrain the project’s capacity to exceed its goals for success:

Scheduling time with SMEs will be challenging due to the around-the-clock work schedule and their regular work responsibilities.

The training schedule is dependent upon the IT development schedule for the SimplyOrder system; if the system implementation timeline changes, so would the training.


Acquiring content for the Spring Catalog portion of the training depends on information from the catalog and merchandising managers.

We have a short time frame in which to design and develop the training. o Holiday closures decrease the amount of time that we have with

DDD staff/SMEs.

External Dependencies

Delightful Duds and Décor has stated the new SimplyOrder system was purchased from an external vendor. Unforeseen issues with that company resulting in a negative impact on technical support needed by that outside company could affect training timelines.

The January training is dependent on the timely and correct installation of Simply Order, including any necessary technical support from the outside vendor.

Project Approach

For this project, WW will use the ADDIE Process:

Analyze:

o Needs Assessment

o Job Task Analysis

o Training Needs

Design:

o Design Document

o Create training outline and determine assessments

Develop:

o Training Materials (Student and Facilitator guides)

o Training Activities and Assessments

o Job Aids

o Scripts

o Slides

Implement:

o SimplyOrder Training for Telephone Operators & Supervisors

o Phone Etiquette Training

o Basic Sales Training

o Spring Catalog Training

Evaluate:

o Assess learners during training

o Evaluation survey regarding training and materials

o Evaluate TOs on the job, including retention and satisfaction

o Analyze and report datadocument.docx 6

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Milestones

Milestone or Activity Deliverable Target Date

Present Analysis Report findings Analysis Report 11/2/2018

Project Charter Project Scope 11/9/18-11/13/18

Project Plan sign off Project Plan 11/19/18-11/21/18

Design Document sign off Design Document 12/18/18-12/20/18

Instructional Materials sign off Instructional materials (including facilitator guide)

1/3/19-1/7/19

Pilot Training 1/22/2019

Final Course sign off 1/23/2019

Roll Out 1/23/19


WBS Diagram


Schedule

Gantt Chart

Change Management Plan To manage changes to project scope, WW proposes that the project team use the process outlined below.

Purpose

The purpose of the Change Management Plan is to provide a process for stakeholders to propose changes to the project, evaluate the impact of the change, review alternatives, and communicate approved changes with all stakeholders.


Goals

The goal of the plan is to ensure that all stakeholders understand and agree to the process of proposing changes to the project. The plan also outlines roles and responsibilities, approval process, and a method for tracking changes using a change request form.

Change Control Process

This stage table outlines the five stages of the change control process, responsibilities, actions, decisions, and communications that must occur. A change request form (CRF) is included in the Appendix.

Stage Actions Decisions Communications

1

Request

Any stakeholder notices need for potential change and sends CRF to PM.

PM checks CRF for complete information and documentation, verifies information, and begins change request process.

PM emails stakeholders and WW team regarding the change request.

2

Review

PM sets up meeting with stakeholders and WW to review CRF and plan impact analysis.

PM, stakeholders, and WW team members affected by change decide on next steps.

PM communicates decision to stakeholders and WW team regarding next steps.

3

Impact Analysis

PM, affected stakeholders and WW team complete Impact Analysis.

PM, affected stakeholders and WW team members decide on project changes.

PM shares results of Impact Analysis and proposed project changes to stakeholders and WW team.

4

Approve or Reject

PM, affected stakeholders and WW review proposed project changes.

PM and Project Sponsor approve or deny proposed change request and when change will take place.

PM confirms all changes with Project Sponsor.

5

Imple-ment

PM documents, communicates, and implements agreed upon changes to scope, time, and

Implement approved final recommendation.

PM creates new project plan and sends to all stakeholders and team members, noting approved changes to scope and time.


budget.

Responsibilities

Person Responsible Responsibilities

Any Stakeholder Submits a Project Change Request Form based on potential issue or proposed improvement. Participates in Impact Analysis review as needed.

Project ManagerReceives change request and reviews impacts to:

Schedule Budget Work teams

Additional responsibilities: Assess benefit of change Sets priority Final decision to move change request

forward to Project Sponsor

Project Sponsor Reviews change request after receiving from Project Manager. Responsible for making the decision to move forward (as is or with revisions), deny, or hold off until a later date.

Project Manager If Project Sponsor approves, Project Manager will make changes to the Project Plan and communicate final recommendation to the Project Team.

Project Team Implements the change request as directed by the Project Manager and Project Sponsor.

Project Plan Approvals [RW, TC]

Approvals

Approved by:

Name Role Signature Date

Jane MacKenzie Project Sponsor Jane MacKenzie


Appendix: Weekend Warriors Project Change Request Form

1. Requestor Information Fill in with appropriate information or place an “X” next to those that apply: Area of Change: Scope [] Schedule [] Budget [] Quality [] Is this Change the result of a Risk Management Action? No [] Yes [] Risk ID: Proposed Change Description and References:

Provide information below concerning the requested change. Create links to any supporting documentation. Description: Justification: Supporting Detail: Impact of Not Implementing Proposed Change:

Alternatives:

2. Initial Review Results of the Change Request Initial Review Date:Assigned to:Action Comments:

[] Approve for Impact Analysis

[] Reject

[] Defer Until __________

[] Express Approval

3. Initial Impact Analysis Baselines Affected: Impact on Cost: Impact on Schedule: document.docx 12

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Impact on Quality: Impact on Resources: Risks associated with implementing the change: Risks associated with not implementing the change: Final Review Results:

Review Date (MM/DD/YYYY) : Priority: (check one)

High[ ] Medium[ ] Low[ ]

w.cvr-it.com

4. Impact Analysis Results ReviewSpecific Requirements Definition:

Additional Resource Requirements (insert rows as needed): $ $ $

Totals $

Impact of Not Implementing the Change:

Alternatives to the Proposed Change:

5. Final Recommendation

6. Change Request Form / Signatures I have reviewed the information contained in this Project Change Request Form and agree: Name Title Signature Date (MM/DD/YYYY)

Change Request Form from: Cox, D. (2010). Project management skills for instructional designers: A practical guide. Bloomington, ID: iUniverse. p. 178-180.


jls normal template … · web view04.01.2019 · training design document. module 5 project...

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