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Team #2
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Project Manager
Our Project Manager is Alaba Agbatogun. He has met with Jane MacKenzie to
discuss our analysis and solutions for PJ Enterprises in order to come to an
agreement for how to proceed.
Project Sponsor
Our Project Sponsor for PJ Enterprises is Jane MacKenzie
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Stakeholder
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Stakeholder
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PJ Enterprise IT
Department
Business Objectives
Considering the data gathered by Team 2 during the performance analysis, the
training for the telephone operators and the development of a new online product
guide are aimed at helping PJ Enterprises to achieve the following business
objectives:
A demonstrated exponential growth to maintain or exceed projected
targets.
Increase sales by $2 million
Improve quality of work environment and staff development/recognition
Increase calls taken per hour from 3 to 6; thus decreasing customer wait
time
Increase customer service score by 10%
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TO training-Phone etiquette
and call scenario.
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Delivery Method
In person training
presented by a
knowledgeable
trainer using a
hands-on and
visual approach.
In person training
presented by a
knowledgeable
trainer using a
hands-on and
visual approach.
Small groups and
partners will also
be utilized.
Description
4 hours
4 hours
Deliverables In Scope
The following deliverables will be provided by Team 2:
New online product guide traininge.
In-depth product training of the top products through PowerPoint and
visuals.
Small group discussions and reporting out of various difficult call
scenarios.
Partner discussions and practice of telephone etiquette with scripts.
Out of Scope
During the meeting with our sponsor it was decided that Team 2 would not be
responsible for the following:
Scheduling of the training sessions and the TOs.
On-boarding training for new hires. At this time it is the feeling of the
sponsor that the current training is adequate and that new training program
will help to fill any gaps.
Goals and rewards. So as not to overwhelm anyone, the sponsor thought
the reward system could be implemented at a later time once the new
training has been evaluated.
Supervisor and Management training. There will not be separate training
for Supervisors and Management at this time; they will be able to
participate in the general training sessions for the TOs.
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Deliverable
/Solution
Type of Training/
Deliverable
Seat Time
or Scope
Figure
Total
Hours
Estimate
d
Cost
Telephone
operator
training
Instructor-led training
with hands-on,
scenario based
activities, and a PDF
facilitator guide
8 hours
320
$19,200
Updated
product guide
250 web
pages built
on a single
template
with a
searchable
index
626
$37,500
Total
$56,700
Name
Alaba Agbatogun
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Role
Project Manager
Responsibilities
Est. Hours
Needed
Manage
communication
between the team
and PJ Enterprises,
including review
loops and bug
reporting.
74
Track project
schedule and
budget.
Oversee outside
vendor
Name
Kristen Smith
Claire Unnerstall
Role
Instructional
Designer
Graphic
Designer
Responsibilities
Est. Hours
Needed
Design the
telephone operator
training.
120
Deliver initial
training
Train PJ Enterprises
staff on how to
deliver future
courses.
40
Matthew Pearsall
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Performance
Analyist
72
Create course
assessments
Assist Instructional
Designer in
development of
course.
Name
Abbie Weispfenning
Role
Editor
Responsibilities
Est. Hours
Needed
40
Codebrahma
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Online
development
subcontractor
Develop the
prototype of the
product guide.
Assist PJ
Enterprises IT staff
in launching the
product guide.
600
Name
Jane MacKenzie
Role
Project Sponsor
Senior
Management
Responsibilities
Est. Hours
Needed
60
Advocates for
project to rest of PJ
Enterprises
management.
Main point of
contact for dealing
with high level issue
such as budget
timeline, or
personnel.
Act as a tie-breaker
if SMEs disagree.
40
Collaborate closely
with team on design
of the course.
32
Provides required
information and
copy for the training
and the product
guide
Review draft
materials.
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Reviewers and
Subject Matter
Experts
10
Name
Paula Moore, and
Rosalinda Sanchez
PJ Enterprises IT
staff
Role
Additional
Subject Matter
Experts
Handling PJ
Enterprises IT
needs
Responsibilities
Est. Hours
Needed
Collaborate with
team on design of
the course as needed
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Review draft
materials.
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Project Milestones
Milestone
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Date
Project initiation
7/25/2016-7/29/2016
8/1/2016-8/3/2016
8/11/2016-8/15/2016
8/17/2016-8/19/2016
8/26/2016-8/30/2016
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Milestone
Date
8/31/2016-9/2/2016
9/12/2016-9/14/2016
9/16/2016
9/21/2016-9/23/2016
9/26/2016-9/30/2016
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Schedule delays
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Likelihood
15
Problem Owner
Possible Impact to
Project
Mitigation Plan
Project Manager
If schedule delays
occur, it will affect all
project milestone
dates moving
forward, which will
cost PJ Enterprise
additional time and
money and the
project will not be
completed on time.
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Problem Area
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Likelihood
15
Problem Owner
Possible Impact to
Project
Mitigation Plan
Availability of SMEs
and Stakeholders
PJ Enterprise
PJ Enterprises will
ensure that at least one
project SMEs and
Stakeholder will be
available to assist with
the project during each
shift. They will provide
specific times which
would be best to work
with them to ensure we
do not disrupt their daily
work.
Organizational
movement
PJ Enterprise
As employees change
jobs within the
organization or
decide to leave the
organization, key
SMEs and
Stakeholders may
become unavailable
for the project. This
may cause delays in
the project and lead
to a lack of accurate
content knowledge
needed.
15
Problem Area
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Likelihood
15
Problem Owner
Possible Impact to
Project
Mitigation Plan
Additional Scope
Requests
PJ Enterprise
As we move through
the project, PJ
Enterprise may think
of something they
would like to add into
the project
deliverables. If this
happens, it may add
additional costs and
time for the company.
PM will remind PJ
Enterprises of the
project scope that was
determined and agreed
to. If PJ decides they
would still like to
proceed with the new
scope item, Team Two
will present them with
new costs and
milestones.
Lack of Stakeholder
support
PJ Enterprise
There may be
stakeholders in the
group that do not
support this project
and believe things are
fine just the way they
are. Without having
support from key
stakeholders, it may
delay the timelines
and will be hard to
get their participation
in the project.
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Problem Area
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Likelihood
15
Problem Owner
Possible Impact to
Project
Mitigation Plan
Vendor deliverable
delays
Team Two
Negative
attitudes/low
motivation of SMEs
PJ Enterprise
PJ Enterprise needs to
emphasize the
importance of this
project to the SMEs
involved. Team 2 will
recommend that
disciplinary actions will
be in place if SMEs are
disrupting the flow of
the project. If disruption
continues, the SME will
be replaced.
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Assumptions [AW]
Team Two assumes they are responsible for:
Informing key stakeholders of any issues that may impact the cost and
timeline of the project
Providing team two with the roster of employees needing to attend the
training, booking the room for training (must have projector), inviting
employees to the training
Constraints [AW]
The following situations/people may constrain Team Two's ability to execute the
project as expected:
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Shift work of the key SMEs may lead to them being unavailable to help
with the project. This may cause delays until necessary information can be
obtained to move forward.
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Business issues that arise within our external vendor, Codebrahma, are out
of our control and may lead to delays in the project
Approvals
Role
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Signature
Date
___________________________________
_____________________
___________________________________
_____________________
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