Project Charter for Design 4 Solutions

(Team 4)
March 19, 2017

Project Information
The purpose of this project is to develop training and guidance for customer service
representatives at PJ Enterprises. Design 4 Solutions will develop training which will help to
improve customer satisfaction, employee efficiency and satisfaction, and as a result will
improve profitability for PJ Enterprises.
Project Name
PJ Enterprises - Customer Service Training and Development
Project Manager
Shelly Gillmore
Project Sponsor
PJ Enterprises Senior Management/CEO
Project Owner
Human Resources Director

Stakeholders and Impacts

Stakeholder
PJ Enterprise CEO, Susan Smith
Project Sponsor
Human Resources Director, Project
Owner
Dr. Paul Coverstone, Reviewer
Subject Matter Experts for
Merchandising and Catalog - Sheena
Perez, Merchandise Manager and
Judie Thompson, Catalog Director
Design 4 Solutions Team Members:
Shelly, Rebecca, Deb, Melody and
Carolyn
Customer Service Managers &
Supervisors
Telephone Operators
Role
Initiates, promotes, and signs off on
project.
Oversees hiring and onboarding of new
employees. Manages coverage or
overtime for training and development
of existing employees.
Expertise in project management
Catalog contact for new product
information and expertise in current
merchandise.
Creation of training and project
documentation, as well as training
delivery
Contribute as SMEs and provide input
for training materials
Contribute as SMEs and provide input
for training materials

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Description of Work
Version Date
March 19, 2017
Project Purpose
The purpose of the project is to design, develop, and deliver a learning program for
the telephone operators and customer service supervisors with two distinct focuses
(1) to increase the efficiency and ability of telephone operators to retrieve
merchandise information from the catalog database in order to describe
features/benefits of products, and (2) to train telephone operators in customer service
skills and telephone etiquette in order to answer customer questions and improve
customer experience. The intended outcomes will be to improve company
profitability, increase customer call satisfaction scores, increase the number of calls
received per hour, and to improve employee retention and satisfaction.
Business Objectives
1. Quality and Customer Service
a. Improve customer satisfaction by reducing the number of customer
complaints from two out of every three (67%) to one out of ten (20%).
b. Increase the number of calls answered per hour from three (3) to the
required six (6).
c. Increase the rate of return customers, from 50% to 75%.
2. Quality of Work Environment
a. Reduce staff turnover/termination from one every two months to one every
four months.
b. Increase telephone operator satisfaction from 25% to 80%.
Project Deliverables
1. Technical training on catalog database
2. Customer Service training to include:
a. RLO development
b. Quick Reference Guides (QRGs)
c. On-site training
3. Recommendations report for improving Human Resource policies
In Scope
1. Technical training on catalog database for telephone operators and supervisors
a. Technical training on the system used to access catalog information: ex.
categories, search engine
b. Reusable guide and instructions on catalog database
2. Customer service training
a. Develop a RLO for customer service and phone etiquette training, including
scenarios practice.
b. Conduct on-site training and post project evaluation
c. Develop scripts and guides for greetings, FAQ and recurring complaints.
d. Create on boarding/new employee guides and training on customer service
and phone etiquette that can be administered as new employees arrive.
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 3. Recommendations report for improving Human Resource policies
a. Review current policy, telephone operator structure and configuration,
analyze and make recommendations in form of a paper to improve policies
and organization of employees.
b. Provide a document on best practices in meeting agenda structure.
Out of Scope
1. Updated catalog database
2. Upgrade hardware configuration for database of catalog information to include
online searchable database of catalog information for telephone operators.
3. Installation of additional work stations
4. New equipment and technical improvement for the warehouse
Project Completion Criteria
The project deliverables will be completed, approved and accepted by the sponsor,
PJ Enterprises Senior Management.
Project Milestones
Timeframe
Milestone
(9 months)
Project Charter Week 1
Create Design Documents for each Training Month 1
Stakeholder Approval Month 1

Executive Approval Month 1

Hire a consultant-SME for best practices in customer
Month 1
service
Technical Catalog Training: Months 2-5
a. Technical training on the system used to access
catalog information: ex. categories, search
engine
b. Reusable guide and instructions on catalog
database
Customer Service Training:
a. RLO development
b. Quick Reference Guides (QRGs) Months 2-5
c. On-site training
Recommendations for Human Resource policies:
a. Provide report on recommendations for policies Month 6
and employee structure of telephone operators
and customer service representatives
Training Content - Stakeholder / Executive Approvals Month 6
Implementation/training delivery Month 6

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 Evaluate effectiveness of training
Site visit 3 months after project completion Month 9
Note: A detailed schedule will be completed once the Design Document is created.
Risks
Likelihood Risk Owner Project Impact
Risk Area L M H Mitigation Plan
Project
Loss of Key Stakeholder
X Sponsor/ Cross training of tasks
at PJ Enterprises
Owner
Catalog information is not Consistent communication
Project
available in time for the X with vendor regarding
Manager
RLO or database project need
Project
Higher than estimated Manager/ Regular communication of
X
project related expenses Project budget and expenses
Sponsor
Talent/skill analysis of
team members to know
Project
Loss of Team 4 member X who can duplicate another
Manager
role in the event of an
emergency.
Have optional vendor
Project
Loss of vendor X information/database on
Manager
standby
Employees hesitant in Obtain agreements with
Business
sharing adequate detail X management regarding
Analyst
regarding current situation anonymity.
Test software and
Instructional
LMS/Software Issues understand limitations at
X Designers
the beginning of the project
Insufficient database for Communication with
Project
catalog retrieval and technical support in PJ
X Manager
search Enterprises

Assumptions
PJ Enterprises is responsible for:
1. Granting the project team access to the automated entry system
2. Updating product catalog on time
3. Providing facilities and equipment to train telephone operators and
customer service supervisors
Design 4 Solutions is responsible for:
1. Contracting with vendors needed to complete the project
2. Producing deliverables as outlined in this project charter
3. Managing the project and providing regular updates to project sponsor

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Constraints
1. Time constraint related to catalog release
2. Employee availability due to phone coverage needed
3. Database and training for the database will be based on what we know about
existing hardware and software, and all system limitations may not be known
4. Availability of key stakeholders including the project sponsor
External Dependencies
1. Successful update of a catalog database from an outside vendor for telephone and
customer service operators.
2. Successful completion of narration/audio materials from a multimedia developer.
Budget

Category Cost/Hours Estimate

SME - Customer Service Expert- Vendor

Contract $38,400
$80/hr for 3 months
Recording Narration / Audio - Vendor Contract
$19,200
$40/hr for 3 months

Facilitator and Learner Manuals Printing - Vendor

$11,200
Contract $35/hr for 2 months

Team 4 Production/Milestones
$93,750
750 hours at $125/hr

Total $162,550

Vendor Assistance Required

1. SMEs for call center best practices
2. Vendor to record audio for the RLO
3. Vendor to print facilitator and learners training manuals

Project Team Members & Roles

Est. Time
Name Role Responsibilities
Investment
Plans, budgets, and oversees
all aspects of the project.
Shelly Gillmore Project Manager
Maintains communication with 75 hours
the Project Sponsor and

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 Project Owner. Sets weekly
meetings for the project team.

Develops timelines and

milestone deadlines.
Project Responsible for acquiring
Carolyn Coordinator, SME in customer service.
Hammerschmidt Instructional Review HR current policy and 145 hours
Designer provide recommendations.
Develop on-boarding training
recommendations.

Develops the instructional

design document and
Rebecca Bernard training. Works with SMEs for
Instructional 215 hours
Amala Dass both merchandise and each
and Designers
Debra Wampfler customer service to develop
training content. Develop 430 total
RLO on customer service.

Gathers and analyzes data

and formulates conclusions to
make recommendations to
Business the project stakeholders.
Melody Mahr
Analyst Participates in post project 100 hours
analysis to reflect upon
successes and lessons
learned.

Approvals

Role Signature Date

Project Sponsor ______________________________ ___________________

Project Owner ______________________________ ___________________

Project Manager ______________________________ ___________________

Project Coordinator ______________________________ ___________________