PROJECT CHARTER

Project Information:
Aljelijo, LLC has been hired to design, develop, and deliver a learning program for the telephone
operators and customer service supervisors of PJ Enterprises to both enhance product
knowledge and increase customer service skills in order to reduce customer complaints and
increase sales. In addition, Aljelijo has determined that specific upgrades to the telephone
ordering system at PJ Enterprises are necessary in order for the telephone operators and
supervisors to succeed in applying their training toward the business objectives.

Project Name: PJ Enterprises Product Knowledge & Customer Service Improvement

Project Manager: Jennifer Fett, Aljelijo, LLC
Project Sponsor: David Blankenship, CEO PJ Enterprises
Project Owner: Bethany Jacoby, Vice President PJ Enterprises
Stakeholders and Role:
Stakeholder

Role

David Blankenship, CEO

Project Sponsor

Bethany Jacoby, Vice President

Project Owner

Sheena Perez, Merchandising Manager

Tie-breaker

Sheena Perez (Merchandising Manager), Judie

Thompson (Catalog Director), Carol Gibbons
(Customer Service Supervisor), Toya Robinson
(Customer Service Supervisor), Henry Malick
(Customer Service Supervisor), Jodi Cartwright
(Customer Service Supervisor)

Reviewers

Lisa Berkland

Subject Matter Expert

Alex Niemczura, Joel Seewald, Lisa Berkland,

Jennifer Fett

Project Team Members

Sharon Markowitz, Carl Devon, Jordan Katz,

Telephone Operator Representatives

1

Regina Deloitte

Marjorie Setter

Human Resources Representative

Telephone Operators and Customer Service

Supervisors

Trainees

Description of Work
Project Purpose: 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.

Business Objectives

Aggressive growth to maintain or exceed projected targets

Maintain profitability
Focus on quality and customer service with 10 percent improvement on
customer-service scores
Focus on quality of work environment and staff development and recognition

Project Deliverables

Training documentation and follow-up support (for specified time period)

Customer service training for telephone operators and their supervisors
Management training for telephone operator supervisors
Database research and recommendations

Training for telephone operators on new product database

Training for telephone operators and telephone operator supervisors on
customer service
Training for telephone operator supervisors on management
Research and propose product database

In Scope

Out of Scope

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)
Implementation of/training on new telephone lines/system upgrade
Implementation of/training on hardware (telephone headset) upgrade
2

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.

Project Completion Criteria

A sustainable system for training telephone operators on new products is

implemented.
Customer service training for operators & 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.

Project Milestones
Milestone

Duration

Analysis Complete

1 month

Project Design Complete

2 months

Project Development Complete

4 months

Usability Testing Complete

1 month

Project Implementation

6 months +

Evaluation

3 month, 6 month, 1
year

Note: A detailed schedule will be completed once the Design Document is created.

Risks
Risk Area
Changes in
administration or any
of the key
stakeholders

Likelihood
L M H

Risk
Owner

Project Impact Mitigation

Plan

Resources (time
and/or money)
reallocated to other
projects

Scope creep

Assumptions

Administration will allow telephone operators the time necessary to

participate in training as well as 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.

Constraints/Recommendations

Difficulty scheduling representatives due to limited availability

(recommend scheduling all recurring meetings at project outset and asking
representatives to confirm availability on dates/times)
Availability of sponsor for decisions/questions (recommend
setting/scheduling biweekly check-in meeting with project sponsor and asking
for confirmation of availability on chosen dates/times)
Difference of opinion among representatives and/or between
representatives and SME may result in more time being spent on
project (recommend establishing procedure wherein all significant
differences of opinion must be submitted in writing to project team for review
by tie-breaker; if tie-breaker cannot confidently resolve the issue(s), they will
be submitted to the project owner for final decision)
Database creation/delivery is dependent on an outside vendor; may
result in schedule setbacks (recommend setting regular check-in meeting
with outside vendor and drawing up delivery guarantee/schedule for
signatures at project outset)

External Dependencies

Sudden downturns in the economy

Implementation of additional telephone lines for escalated customer service
issues
Implementation of new hardware (headsets) with improved functionality
System requirements for product information database
Timely supply of product photos and descriptions by catalog vendor(s)
Implementation of recommended webinar format for employee meetings
4

Budget
Category

Cost/Hours Estimate

Database system research

$100/hr * 80 hr = $8,000

Customer Service Training

$100/hr * 640 hr = $64,000 * 2

team members = $128,000

Database use training

$100/hr * 400 hr = $40,000 * 2

team members = $80,000

Management training

$100/hr * 400 hr = $40,000 * 2

team members = $80,000

Vendor Assistance Required

Database experts
Additional SMEs in management and customer

Recording (audio/video) studio

Actors for role plays/scenarios
Graphic designer

service

Project Team Members & Roles

Name

Role

Responsibilities

Est. Time
Investment

Lisa Berkland

SME

Content expert regarding

company procedures and
product knowledge. The SME
informs the rest of the team of
existing information needed to
create an effective learning
program for the operators at
PJ Enterprises.

300 hours

Jennifer Fett

PM

Directs the project lifecycle

from initial planning to
completion and
implementation. Organizes
periodic meetings to discuss
how to meet deliverables with
the rest of the team.

500 hours

Alex Niemczura

Technical
Writer

Learning program content

drafter who writes
documentation to be used
both internally and by
operators who will be enrolled
in the learning program.
Finalises drafts based on edits
made with the rest of the
team. Is responsible for
submitting content by each
deadline.

1,000 hours

Joel Seewald

Researcher

Consultant in charge of
finalizing project design and
development based on
research of methods and
metrics involved with data
collation. Makes
recommendations and guides
the work necessary for the
project to be successful.

1,000 hours

Customer Service
Supervisor 1

Sources

The customer service

supervisors will aid us similarly
to the operators themselves.
Qualitative information will be
obtained from each supervisor
in order to help us to make
informed decisions throughout
the project lifecycle.

40 hours
each = 160
hours

Customer Service
Supervisor 2
Customer Service
Supervisor 3
Customer Service
Supervisor 4

Approvals
Role

Signature

Date

________________________________
__

____________________
_
6

________________________________
__

____________________
_

________________________________
__

____________________
_

________________________________
__

____________________
_