SCOPE MANAGEMENT PLAN

PJ Enterprises Product Knowledge & Customer Service Improvement

PJ ENTERPRISES
5431 N WOLCOTT AVE
MENOMONIE, WI 54751

JULY 24, 2016

TABLE OF CONTENTS
Introduction
Scope Management Approach
Roles and Responsibilities
Scope Definition
Project Scope Statement
Work Breakdown Structure
Schedule
Communications Plan
Scope Verification
Change Control
Change Control form
Sponsor Acceptance

INTRODUCTION
The Scope Management Plan provides the scope framework for this project. This plan
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. Any project communication that
pertains to the projects scope should adhere to the Scope Management Plan.
The purpose of the project is to increase customer satisfaction with the telephone
ordering system and customer service. This purpose will be accomplished by improving
the current system and providing training and support. Training will be provided to
telephone operators and customer service supervisors to increase their knowledge and
skills in both product information and customer service.

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 Work
Breakdown Structure (WBS). The Project Manager, Sponsor, and Stakeholders will
establish and approve documentation for measuring project scope, which includes
deliverable quality review documents and progress reports. Proposed scope changes
may be initiated by the Project Manager, Stakeholders, or any member of the project
team. All change requests will be submitted to the Project Manager who will then
evaluate the requested scope change. Upon acceptance of the scope change request
the Project Manager will submit the scope change request to the Change Control Board
and Project Sponsor for acceptance. Upon approval of scope changes by the Change
Control Board and Project Sponsor, the Project Manager will update all project
documents and communicate the scope change to all stakeholders. Based on feedback
and input from the Project Manager and Stakeholders, the Project Sponsor is
responsible for the acceptance of the final project deliverables and project scope.

ROLES AND RESPONSIBILITIES

The Project Manager, Sponsor, and project team will all play key roles in managing the
scope of this project. As such, the Project Sponsor, Project Manager, and team
members must 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. Table 1: Scope Management Roles and Responsibilities, on the next page,
defines the roles and responsibilities for the scope management of this project.

Name

Role
Sponsor

Responsibilities
David
Approve or deny scope change requests
Blankenship,
as appropriate
CEO
Evaluate need for scope change
requests
Accept project deliverables
Jennifer Fett
Project Manager
Measure and verify project scope
Facilitate scope change requests
Facilitate impact assessments of scope
change requests
Organize and facilitate scheduled
change control meetings
Communicate outcomes of scope
change requests to team lead
Update project documents upon
approval of all scope changes
Joel Seewald
Team Lead
Measure and verify project scope
Validate scope change requests
Participate in impact assessments of
scope change requests
Communicate outcomes of scope
change requests to team
Facilitate team level change review
process
Alex Niemczura
Team Member
Participate in defining change
resolutions
Evaluate the need for scope changes
and communicate them to the Project
Manager as necessary
Lisa Berkland
Team Member
Participate in defining change
resolutions
Evaluate the need for scope changes
and communicate them to the Project
Manager as necessary
Table 1: Scope Management Roles and Responsibilities

SCOPE DEFINITION
The scope for this project was defined through a comprehensive requirements collection
process. First, a thorough analysis was performed of the companys current customer
service based on employee and customer feedback. From this information, the Project
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Team developed the project requirements documentation for what the new customer
service training, management training, and database must accomplish.

The project description and deliverables were developed based on the requirements
collection process and input from subject matter experts in customer service and
management. This process of expert judgment provided feedback on the most effective
ways to meet the original requirements of providing outstanding service from which the
company can improve its financial bottom line.

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 that falls outside of the projects scope.
This project includes training for telephone operators on the new products database,
training for telephone operators and their supervisors on customer service, training for
telephone operator supervisors on management, and research and proposal for a new
product database. The deliverables for this project are:
Customer service training for telephone operators and their supervisors
Management training for telephone operator supervisors
Database proposal
This project will be accepted when:
A sustainable system for training telephone operators on new products is
implemented.
Customer service training for operators and their supervisors has been
completed by 9095% of current staff.
Management training has been completed by 9095% of current telephone
operator supervisors.
A final recommendation for a central product database has been articulated to
stakeholders.
This project does not include:
Creation of product information database and user guide
Fact checking of product information in database
Photos and product details for product information database (to be provided by
catalog vendor)
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Implementation of/training on new telephone lines/system upgrade

Implementation of/training on hardware (telephone headset) upgrade
Implementation of new policy regarding employee meetings
Analysis of HR policies that may impact telephone operator turnover

Integration of customer service training into new staff onboarding processes.

Integration of management training into new manager onboarding processes.
Additionally, the project is not to exceed 360 days in duration or $296,000 in spending.
Assumptions for this project are that:
Administration will allow telephone operators the time necessary to participate in
both training and monthly meetings.
This project has full support of administration, stakeholders, and departments.
Administration will communicate the purpose of this project throughout the
company prior to the launch date.
Resources (financial and other) have been adequately allocated for all portions of
this project.
Supervisors of telephone operators will be receptive to management training.
Telephone operators want to serve customers well.

WORK BREAKDOWN STRUCTURE

In order to effectively manage the work required to complete this project, it will be
subdivided into individual work packages that will not exceed 80 hours of work. 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 five phases: analysis phase, design phase, development phase, implementation
phase, and evaluation phase. Each of these phases is then subdivided further to work
packages that will require no more than 80 hours and no less than 4 hours of work (see
Figure 1: Work Breakdown Structure (WBS) on the next page). A schedule based on
the Work Breakdown Structure is provide in Figure 2.

Figure 1: Work Breakdown Structure (WBS)

SCHEDULE

Figure 2: Schedule

COMMUNICATIONS PLAN
The Project Manager will take a proactive role in ensuring effective communications on
this project. The communications requirements are documented in the Communications
Matrix presented in this document. The Communications Matrix (Figure 2) will be used
as the guide for what information to communicate, who is to do the communicating,
when to communicate it, and to whom to communicate.

Figure 2: Communications Matrix

SCOPE VERIFICATION
As this project progresses, the Project Manager will verify interim project deliverables
against the original scope that is defined in the Scope Statement, WBS, and WBS
Dictionary. Once the Project Manager verifies that the scope meets the requirements
defined in the Project Plan, the Project Manager and Project Sponsor will meet for
formal acceptance of the deliverables. During this meeting the Project Manager will
present the deliverables to the Project Sponsor for formal acceptance. The Project
Sponsor will accept the deliverables 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.

CHANGE 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 listed 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 is followed.

If a change to the project scope is needed, the process for recommending changes to
the scope of the project must be carried out. Any project team member or sponsor can
request changes to the project scope. The following process must be followed:
1. The Change Control Form must be filled out and submitted to the Project
Manager.
2. The Project Manager will review the request.
3. The Project Manager or designee will determine the impact of the proposed
change on cost and schedule, and compare to overall benefits.
4. The Scope Change Form will be submitted to the Project Sponsor and Owner
with the request to approve or disaprove the additional costs required by the
change.
5. With approval, the Project Manager will revise the project planning documents.
6. The Change Control Form will be added to the projects scope change log.
7. The Project Manager will communicate the scope change to all necessary
stakeholders.
8. The Project Manager will see that the change is implemented and that all
documents are filed.

CHANGE CONTROL FORM

Project Name:

Change Number:

Requested By:

Date of Request:

Presented To:
Change Name
Description of Change:

Reason for Change:

Effect on Deliverables (including a list of any affected deliverables):

Effect on Organization:

Effect on Schedule (including Estimated Completion Date for this change):

Effect on Project Cost:

Item Description

Hours
Reduction

Analysis
Development (Code and Unit Test)

Dollars
Increase

Reduction

0
0

Total Net Change in Cost:

Increase
$ 0.00
$ 0.00
$ 0.00

Effect of NOT Approving this Change:

Reason for Rejection (if applicable):

Project Manager
Approved
Rejected

Signature:
Title:

Date:

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SPONSOR ACCEPTANCE
Approved by the Project Sponsor:
________________________________
David Blankenship
Chief Executive Officer, PJ Enterprises

Date: ___________________

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