Project Plan

1. Definition - Increasing customer service for a retail chain that has noticed a steady decrease that offers in store, online, and over the phone customer service

2. Stakeholders

2.1. Project Manager - Melody Marion

2.2. Instructional Designer

2.3. Subject Matter Expert

2.4. Pilot Group

2.5. Technology Trainer

3. Notes

4. Project Information

4.1. Items to be Delivered

4.1.1. Implement new training program that focuses heavily on customer service

4.1.2. Offer online and face to face delivery of training

4.1.2.1. Will provide two live sessions and separate simulation sessions

4.1.3. Provide faster response to customer relations complaints submitted via face to face or online form

4.2. Extent

4.2.1. Included

4.2.2. Included

4.2.3. Excluded

5. Schedule

5.1. Project Start

5.1.1. Project specifications

5.1.2. End User requirements

5.1.3. Action points sign-off

5.2. Development Stage 1

5.2.1. Define actions as necessary

5.3. Development Stage 2

6. Timeline

6.1. Schedule

6.2. Budget

6.3. Resources

6.4. Delays

7. Limitations

7.1. Budget

7.1.1. Materials

7.1.2. Personel

7.1.3. Services

7.1.4. Duration

7.2. Delivery Timeline

7.3. Requirements

8. Actions

8.1. Define Project Schedule

8.1.1. Dependencies

8.1.2. Milestones

8.2. Limitations

8.2.1. Schedule

8.2.2. Budget

8.3. Define Project Development Measurement

8.3.1. KPI's

9. Job Descriptions and Responsibilities

9.1. Project Manager responsibilities are: To appoint team leaders; manage project timelines to ensure that milestones are met and deliverables are implemented on time; supervise project through planning and scheduling of work; single point of contact for specific project information; effectively prioritize and manage multiple overlapping projects; develops time lines and monitors project completion; reviews cost and invoice to ensure agreement with signed quotes; and maintains accurate, written records of all events

9.2. Instructional Designer responsibilities are: To ensure customer service program aligns with business strategy, goals, and retail motto; assist in establishing partnership with stakeholders, subject matter experts and learners to gain insight, identify needs and design learner-centric solutions; develop material that is engaging, creative, and relevant to customer service and delivery method; gather feedback and review both new and existing training program; determine need for improvement and work to implement the change; work within project budget and time parameters; facilitate the delivery of learning programs

9.3. Subject Matter Expert responsibilities are: To have deep understanding of customer service and provide guidance to sales team and other partners with inquires and projects related to customer service; actively engages with employees and quality assurance team to monitor performance and customer satisfaction; works with consultants to create estimates and helps communications team to interpret the customer requirements and suggest best practices and approaches

9.4. Technology Trainer responsibilities are: To possess knowledge of systems; become a SME on changes to technology platform; ability to tailor the training approach to maximize the effectiveness of trainees; ability to present at events upon request; develop and maintain a partnership with the training department; mentor and train new training specialists and other learning partners; work closely with communications team to author and maintain training manuals, materials and newsletters; provide coaching support during pilot phase; provide training discussions in divisional and regional meetings; analyze and report training impact and feedback within the field including user experience