Project Charter for

Team 3: Coast to Coast

7-23-2016
Project Information
Project Name and Description
Senior management of PJ Enterprises, in light of new company policies, projecting an increase
in sales from the new catalog and customer complaints of telephone operators, are seeking
support to resolve these issues. PJ Enterprises is requesting a design, development and
delivery of a learning program for their telephone operators. The training that has been
requested is projected to be delivered before the catalogs are mailed and targeted to address
customer service supervisors, telephone operators on catalog items.

PJ Enterprises is reporting a high turnover rate of the telephone operators and a poor customer
service reporting. As a result, PJ Enterprises is seeking consultation to improve customer
service results. Coast to Coast has analyzed the needs of the company and proposed two main
solutions for the first round of training development: (1) in-class instruction on telephone
etiquette; and (2) a reference guide for the product catalog to make finding product information
easier for telephone operators. Training on how to use the reference guide will also be provided.
Project Manager
Emily Kuiper
Project Sponsor
Jane Mackenzie, PJ Enterprises
Stakeholders and Impact
Stakeholder
Jane McKenzie, Project
Sponsor

Jane McKenzie, Tie-breaker

(person who will make
decisions, both strategic

Responsibilities and
Impact on the Project
Responsibilities include:
Final approval, resource
allocation, sign off on project
charter
Impact on project: provides
direction to project team on
what issues are a priority,
allocates resources for
project
Responsibilities include:
approval of project direction,
review and approval of

Project Impact on Them

Project will ultimately improve
customer satisfaction at
Janes company. She will
receive updates on project
status and be notified of any
significant risks to project
timeline, budget, and impact.
Project will require Janes
attention when decisions
need to be made on timeline,

and content, should SMEs

disagree)

Ray Johnson and Sheena

Perez - Product Experts
Sara Commons and Maria
Gomez - Trainers and
Supervisors
Reviewers and Subject
Matter Experts
Sarah Commons, Maria Gomez
Customer Service
Supervisors, acting as SMEs
Nominated Telephone
Operators and Supervisors,
Additional Subject Matter
Experts [if other than
reviewers] Paula More and
Rosalinda Sanchez

Emily Kuiper, Chris Bland,

Melissa Smiley, Kelly
Thorell, Beth Tietz, and the
IT Department Project
Team Members

IT
Sam Fisher

content outlines, final review

of content before
implementation
Impact on project: will be the
final say on important project
decisions (both content and
strategy), will provide sign off
on project documents to
indicate approval
Responsibilities include:
providing content for training,
reviewing drafts throughout
development, acting as
experts on content and
product knowledge
Impact on project: will provide
necessary examples for
training materials, will review
drafts of project documents,
review drafts of all training
materials, will be available to
answer questions

budget, and impact.

Responsibilities include:
providing insight to SMEs
and instructional designers
on end user needs, review
drafts of training materials (as
needed)
Impact on project: will
represent all end users while
training is being developed,
will provide relevant
examples for content and skill
checks
Responsibilities include:
drafting project documents
and training materials,
coordinating with SMEs,
sponsor, and end users to
document current processes
and relevant examples for
training and skill checks
Impact on project: team will
complete the majority of the
design work and must meet
all deadlines to ensure
project success.
Responsibilities include:
working with the project team
to prepare training

Project will require time to

consult with the project team
about current work
conditions, end user needs,
and relevant work examples.

Project will require SMEs to

be responsive to questions
during development, will
need to provide relevant
examples to designers will
require time to review drafts
and will need to provide
detailed feedback on drafts
by the stated deadlines
without interfering with the
day-to-day operations of PJ
Enterprises.

Project will require

coordination with the SMEs,
project sponsor, IT, end
users, and all other
stakeholders to provide
effective training by the
stated due date.

Project will require IT

members knowledge of
current system functionality

environment (as it relates to

technology) as well as
integrating any updates to the
telephone operator
computers during
implementation

to advise on realistic updates

to telephone operators
current technology as well as
time to perform any needed
system updates.

Description of Work
Project Purpose
Coast to Coast will create a telephone etiquette training, new PDF product reference guide and
training for catalog reference guide, to telephone operators. The purpose of this training and
new guide is to provide telephone operators with the skills and tools to be able to appropriately
handle sales calls with quicker access to product information and descriptions, reducing
customer and operator frustrations.
Business Objectives
The primary goal is to improve customer satisfaction scores by 10%. Included in this goal is to
improve telephone operator skills and customer service, product knowledge, call wait time and
increase calls taken per hour. As a result telephone operators will be better informed and be
able to respond to telephone orders in a more efficient manner, this will help PJ Enterprises
achieve their objectives to improve customer service and increase last years sales from $10
million.
Project Deliverables
Coast to Coast will deliver the following solutions to PJ Enterprises
Solution
Phone Etiquette
Training for
Telephone
Operators

Delivery Method
ILT

Seat Time or Pages

Four hour training
session

Description
Training will consist
of face to face,
instructor led training
that includes:
-Handle phone calls
-Put customers on
hold
-Transfer customers
to a supervisor
-Provide customer
service
-Take orders
- Up sell and cross
sell
-Process returns
-Administer Survey
Role play scenarios
will be used to

Development of
PDF Product
Reference Guide

N/A

N/A

Training for PDF

Catalog Reference
Guide

ILT

Four hour training

session

provide operators
with real scenarios
they might encounter
during sales calls and
handouts, scripts and
job aides will be
provided for access
to critical information.
A new PDF product
guide will be
developed to provide
telephone operators
with product
information they can
access during sales
calls.
Training on the new
PDF catalog
reference guide will
consist of step by
step instruction,
Instructor led training
on how to search for
product information
to provide to
customers during
sales calls.
Topics covered:
-How to find PDF
catalog guide in the
system
-How to search for
specific products in
the PDF guide/ wiki
pages
-How to find specific
product information
(e.g., descriptions,
fabric, dimensions)
-How to answer
product questions
including top
projected best selling
products

Deliverables In Scope
Deliverables will include: four 4 hour training sessions in which telephone operators will be
instructed on telephone etiquette and use of the new product reference guide; searchable

PDF product reference guide for new product catalog; materials (such as a PowerPoint,
facilitator guide, participant guide and relevant handouts) for the ILT sessions; design
document; evaluation for future course updates; any materials relevant to a train the
trainer session (agenda, handouts, etc.)
Out of Scope
Integration of product reference guide into current software system; redesign of new hire
orientation or on boarding materials/agenda; specific leadership training materials.
Project Completion Criteria
This project will be complete when the 4- 4 hour ILT sessions have been completed, the
reference guide is implemented, and the evaluation report has been written. If requested,
project team will compile a report of future recommendations for PJ Enterprises.
Project Parameters
Budget
Deliverable/Solution Type of
Training/Deliverable
Phone Etiquette
Classroom training
Training
2 sessions
Customer Service
Paper documentation
Quick Guide

Seat Time/or Total Hours

Scope Figure Estimated
8 hours
320 hours

Cost

15 - 25 pages

$8,000

90 hours

Total

$32,000

$40,000

Project Team Members & Roles

Name

Role

Responsibilities

Est. Hours Needed

Emily Kuiper

Project Manager

100 hours

Kelly Thorell

Project Coordinator

Maintaining the project

schedule, budget, and
project documents;
communicating project
updates to project team
and project sponsor,
scheduling project
meetings and tracking
project progress
Track and schedule
tasks, communicate
with team on problems

50 hours

Melissa Smiley

Technical Writer

Beth Tietz

Graphic Designer

Chris Bland

Instructional
Designer

and issues.
Analyze project
120 hours
requirements, identify
the types and formats
of documents required
for the project, ensure
the right tools are
available, maintain
communication
between the team
leaders and team
members, maintain
communication with all
stakeholders, ensure
that all problems are
resolved, generate
reports on the project,
coordinate and manage
documentation, perform
final
review/edit/proofreading
prior to submission,
ensure establishment of
style guides to ensure
accuracy and
consistency.
Create graphics and
60 hours
style documents for -TO
training
-SME training
-Catalog guide
General support
Conduct needs
assessment
Analyze the
characteristics of the
environment.
Analyze the
characteristics of
existing technologies
and their use in an
instructional
environment.
Formulate and finalize
design solutions.
Build curriculum, lesson
plan, and outline.
Partner with SMEs on
responsibilities.

120 hours

Manage the design

process.
Create classroom
materials (handouts,
guides, workbooks).
Project Milestones
Milestone
Outline of phone etiquette training
Phone etiquette training signoff
Design Document signoff
Customer Service and Catalog Quickguide Signoff
Assigned phone operator training;
revision signoff
Phone etiquette training rollout
Vendor Assistance Required

Date
July 28, 2016
August 7, 2016
August 14, 2016
August 28, 2016
September 13, 2016
September 20, 2016

Coast to Coast does not anticipate the need of an additional vendor or outsourced
responsibilities. Coast to Coast is prepared to meet the needs of PJ Enterprises in this
training project with the staff provided by Coast to Coast. Coast to Coast will implement
the expertise of a technical writer, graphic designer, instructional designer, project
manager, and project coordinator to work within the proposed budget and timeline to
complete the needs for PJ Enterprises.
Possible Problems and Risks
Problem Area

Likelihood

Problem
Owner

Shifts and
schedules of
trainees

Sara
Commons
and Maria
Gomez Trainers and
Supervisors

Employee
turnover/losing
employees in
the current
training
program

Jane
Mackenzie

Missing
information

Jane
Mackenzie

Possible
Impact to
Project
Scheduling
conflicts can
cause trainees
to fall behind
schedule or miss
important
learning
sessions
Employee
turnover can
cause loss in
project budget
due to training
individuals who
do not complete
the training
schedule
SMEs provide
the knowledge

Mitigation
Plan
Create a
training
schedule and
training
workflow to
accommodate
gaps in
schedules
Break training
down to work
first with longterm
employees and
supervisors

Have
consistent

from SME's

Training
learning curve

Emily Kuiper,
Chris Bland,
Melissa
Smiley, Kelly
Thorell, Beth
Tietz

needed about
the current
training and the
gaps in training,
including what is
expected of the
phone
operators.
Missing
information can
delay proper
training course
development
Telephone
operators may
have various
learning,
cultural, or other
differences that
may require
slight
accommodations
or modifications

feedback and
face-to-face
meetings with
the SMEs and
management to
ensure that
their evaluation
of the project is
continually
utilized through
the
implementation
process
Ensure learning
materials and
quick-guides
are efficient
and easy to use
for all
employees,
utilize textual
and visual
layout formats
to
accommodate
different
learning styles

Assumptions
PJ Enterprises project sponsor is supporting this project with sufficient labor hours to
develop content, conduct the training, and implement the solutions.
The following items will be provided by PJ Enterprises:
Technology provided for training computers and imbedded PDF guide
Training room
Providing content for training by SMEs and customer service supervisors
Provide IT support to implement the guide
Helping manage scope of project, budgets and time lines
Ensuring staff are at training, provided time to attend the training and tracking completed
training
Coast to Coast will provide:
All stated deliverables
Meeting deadlines and providing solutions
Monitoring budget and schedule

Constraints
The SMEs will need to provide content information and feedback on drafts in a timely
matter - they are busy with their current work responsibilities and will have limited time to
work with the project team.
Telephone operators work in first, second, and third shift and there must be constant
coverage on the telephones to answer customer calls. Therefore, training must take place
in rotations and supervisors should be the priority when scheduling training shifts; however
ensuring there is proper supervisor coverage during each shift.
External Influences/Dependencies
The following external influences/dependencies could potentially impact the budget,
timeline, and or completion of the project:

Economic influences to consumer spending

Natural Disasters, weather, road closures, power outages
Internet connection that is slow or down

Approvals
Role

Signature
Date
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