Project Charter for

Team #3: Instructional Design Solutions

November 15th, 2015

Project Information
Project Name and Description [KM]
The purpose of this project is to design, develop, and deliver a training that is to be
completed by customer service supervisors and operators prior to an upcoming
catalog mailing. This face-to-face training program will replace a prior instructorled training program, which was designed and delivered by one of the individuals
who will serve as a subject matter expert for this project. A $400,000 budget has
been set for the project, with an end goal of increasing sales. PJE goals include a
net profit increase of $2 million that will require aggressive growth, primarily
through a focus on work environment, staff development, and customer service.
Phase one of this project was an extensive front-end analysis that incorporated
qualitative and quantitative research. Training has been deemed to be an
appropriate solution to some of the needs assessed; therefore, ID Solutions will
work with appropriate stakeholders, including SMEs, to develop, design, and
implement a training program. Following implementation, ID Solutions will
evaluate the training solution, seek client feedback, re-assess needs and revise as
appropriate.

Project Manager
The Project Manager for Instructional Design Solutions is Kim Myers. She has
been in contact with Jane MacKenzie from the start and both have worked together
to assess the aspects of the project.

Project Sponsor
The Project Sponsor for PJ Enterprises is Jane MacKenzie, Director of Sales
Support.

Project Charter
Team #3 Instructional Design Solutions

Stakeholders and Impact

Stakeholder

Responsibilities

Impact

Jane MacKenzie,
Project Sponsor

Serve as point person,

answer IDS questions,
provide PJE staff support,
review and sign off on all
documents.

Success of this project

allows Jane to meet the
project assigned to her by
VP of sales. Improved
customer satisfaction
could increase sales,
which could increase sales
and need for sales support
staff.

Jane MacKenzie, Tiebreaker

Jane will make decisions,

both strategic and content,
should SMEs disagree.

Success of this project

allows Jane to meet the
project assigned to her by
VP of sales. Improved
customer satisfaction
could increase sales,
which could increase sales
and need for sales support
staff.

Sheena Perez, Reviewer

and Subject Matter
Expert

Provide product guide

subject matter.

Success of this project will

reduce Sheenas workload
long-term, allowing her to
focus on areas beyond
training.

Bruce Bennett and Yun

Tsien, Additional
Subject Matter Experts

Provide tech-related
subject matter as it
pertains to the catalog
launch training as well as
integration of product
guide with current and
pending ordering systems.

Success of this project

hinges upon the
involvement of Bruce and
his team. Seamless
integration of information
and the ordering system is
necessary for the training
to be successful.

Project Team Members:

Bo Yang, Project
Coordinator
Cassandra Dority, Tech
Writer
Matthew Oaldon,
Instructional Designer
Kim Myers, Project
Manager

Oversee analysis, design,

development,
implementation, and
assessment of catalog
implementation training.

Successful completion of
the project will fulfill IDS
contractual obligations.

Project Charter
Team #3 Instructional Design Solutions

Stakeholder

Responsibilities

Impact

Ray Johnson, Assistant

Merchandising
Manager

Provide product guide and

subject matter and review
of materials.

With Sheenas limited

time, Ray will be able to
work with team for the
necessary material
information

Sarah Commons and

Maria Gomez,
Customer Service
Supervisors

SMEs, reviewers, training

assistance and train the
trainer candidates for the
future.

Provide the opinions from

supervisors perspective.
Long-term trainer for the
future once ID has
completed the contract.

Paula Moore and

Rosalinda Sanchez,
Telephone Operators

SMEs to assist with TO

perspective. May assist in
reviewing some of the
training for input.

Provide the opinions from

the front line employees
with different expectation
due to their experience.

Description of Work [BY& CD]

Project Purpose
ID Solutions will create a template for a fill-in-the-blank style training

module for the launch of new products and catalogs to assist TOs in
becoming better-informed about products and quicker response the
telephone orders.
Business Objectives
The primary goal of this project is to improve customer service scores by 10%.
This includes an improvement in operator product knowledge, customer wait time,
calls taken per hour, and the overall customer experience. Better informed TOs will
be able to respond to telephone orders more efficiently, which helps PJ Enterprises
achieve objectives of 10 percent improvement on customer-service scores and
eventually maintain aggressive growth up to $7 million in annual sales.

Project Deliverables
Instructional Design Solutions will deliver the following solutions to PJ
Enterprises:
Solution
Product Guide
Project Charter
Team #3 Instructional Design Solutions

Seat Time or
Pages
Large database

Description
Create a comprehensive product database
3

Database

with an
information
page for each
product in the
catalog

including all necessary product information

including powerful search capability, the
ability to add, modify or delete data, make
queries/reports, and create automatic
backups. The database team will review the
program with PJE IT for hand-off.

Catalog Launch
Training

4-6 hours of
Instructor-Led
Training

We will assess the current training for

operators to develop a consistent instructorled training program for PJE that includes a
discussion of new products and how to
effectively use the full product guide.
In addition, we will create a Participant
Guide that will include job aids for
navigating the system.
The training will be highly interactive,
providing numerous opportunities for
demonstration, practice, scenarios,
assessments and quizzes.
The training will also include facilitator
guides and frameworks for adding catalog
items in the future.

Customer
Service
Training

2-3 hours of
ILT

We will create a comprehensive training that

can be reused as needed as a separate
program; allowing PJE to include it and/or
use as needed separate from the product
launch training, and use in orientation.
The training will be interactive with role
playing, scenarios, and assessments. It will
include basic customer service, telephone
etiquette, and how to handle common
customer concerns.
The training will include a facilitator guide,
participant handouts, and train the trainer
reference guides.

Work In Scope
ID Solutions team will be responsible for the following tasks to complete the
above deliverables:

Project Charter
Team #3 Instructional Design Solutions

Conduct additional analyses on the previous training and training materials

to determine how to redesign the new training; submit this to SMEs for
review and finalize.

Create a 5 hour new catalog launch training guide; submit for review,
make changes and obtain signoff.

Write a 3 hour customer service training module, submit for review, make
changes and obtain sign-off.

Write an instructor's guide and participant's guide; submit for review and
make changes.

Create a product database with an easy search function; submit for review
and make changes.

Deliver two day and evening training sessions and one make-up session.

Conduct the evaluation plan for the training.

Report the project status to all stakeholders.

Out of Scope
ID Solutions team is not responsible for determining policy and standard changes
for PJ Enterprise under this contract. Should PJ Enterprises require our services,
we will submit a separate proposal for that work.
ID Solutions is also not responsible for:

Updating the order entry system to embed the product information.

Ensuring that SMEs provide reviews in a timely manner.

Providing a training room of appropriate size and accommodation for the

class.

Printing the training materials.

Scheduling training time and notifying staff and ensuring their attendance.

Providing an HDMI-capable projector with full screen for learners to

follow along during training.

All communication with PJE employees.

Scheduling, session sign-up, and completion tracking.

Providing Internet access for the training.

Networked computers or laptops for use by each person who attends the
session (one per attendee).

Drinks and snacks for participants.

Lunch or evening meals and drinks for participants.

Project Charter
Team #3 Instructional Design Solutions

The method of tracking student completion as needed for PJE records.

Project Completion Criteria

The following criteria will help all stakeholders to see when the project is
complete:

The database is created for data input and can be used for the training
purpose.

The training is conducted twice on January 20th and 21st and a make-up
session if needed at the beginning of February.

The project evaluation is conducted.

Project Parameters [MO]

Budget
The budget below is an estimate of time and dollars that will be required to
complete all the deliverables for PJ Enterprises. These numbers are an estimate;
therefore, the cost could vary by 10% either way.
Deliverable
/Solution

Type of Training/
Deliverable

Product Guide
Database

Electronic data
management
system including
the capability to
persist, update and
retrieve product
information

Project Charter
Team #3 Instructional Design Solutions

Seat Time or
Scope Figure

Total
Hours
Estimated

Cost

Development
time@$150/hr
Plus server
integration

352

$60,000

Deliverable
/Solution
Catalog
Launch
Training

Type of Training/
Deliverable

Total
Hours
Estimated

Cost

Instructor led
Training: Day and
evening sessions on
consecutive days
and one make-up
session the
following week.
Course
Development:
electronic
document
Participant and
facilitator guides:
paper documents

Customer
Service
Training

Seat Time or
Scope Figure

5, 4-6 hour
sessions

172 -258

$16,000
$24,000

5, 2-3 hour
sessions

86 - 129

$8,000 $12,000

258 - 387

$24,000
$36,000

Course
Development:
electronic
document
Train-the-Trainer
reference guide,
Participant guide,
and Participant
handouts: paper
documents

Training Total

GRAND
TOTAL

5, 6-9 hour
sessions

$84,000
$96,000

Project Team Members & Roles

The table below lists all team members working on this project, their high-level
responsibilities and the hours required for their participation.

Project Charter
Team #3 Instructional Design Solutions

Name

Role

Responsibilities

Est. Hours
Needed

Kim Myers

Project Manager

Manage the projects

from inception to
completion; provide
tracking and reporting of
all tasks and budgets to
client; maintain all
communications with
stakeholders

58

Bo Yang

Project
Coordinator

Track and schedule all

tasks and communicate
them to the team

23

Matthew Oaldon

Instructional
Designer

Create all instructional

materials and conduct
all training sessions

193

Cassandra Dority

Technical Writer

Write and update all

training materials and
necessary supplemental
training materials

81

Kim Myers, Bo Yang,

Matthew Oaldon,
Cassandra Dority

Business
Analysts

Conduct research to
ensure the training
solution meets the
business needs of PJE

TOTAL HOURS BY
IDS
Dave Developer

Project Charter
Team #3 Instructional Design Solutions

8 each
= 32

387 Max

Database
Developer

Build a database for the

product guide including
a template so future
products can be entered
easily; collaborate with
PJE Information
Systems and coordinate
activities with Kim
Myers

176

Name
Ann Administrator

Role
Database
Administrator

Responsibilities

Est. Hours
Needed

Identify database
requirements and
recommend solutions
for the physical
components and
functionality including
search capability, the
ability to add, modify or
delete data, make
queries/reports, and
create automatic
backups; provide
assistance to Dave.

176

Total Hours by
Database Solutions
LLC:

352

Jane MacKenzie

Project Sponsor

Serve as point person,

answer IDS questions,
review and provides
final sign off on all
documents.

80

Sheena Perez,
Merchandising
Manager & Ray
Johnson, Assistant
Merchandising
Manager

Product Guide
Subject Matter
Experts and
Reviewers

Provide input to final

research; review all
documents for accuracy

100 total

Bruce Bennett, Vice

President of
Information Systems
and Yun Tsien,
Manager of New
Sales Installation
System

Technical
Subject Matter
Experts

Provide technical
support and coordinate
integration of product
database

80

Sarah Commons &

Maria Gomez,
Customer Service
Supervisors

Product Guide
& facilitator
guide
Reviewers;
assist in
conducting the
training

Provide input from a

supervisors perspective
for facilitator training
guide and training.

97 total

Project Charter
Team #3 Instructional Design Solutions

Name

Role

Paula Moore &

Rosalinda Sanchez,
Telephone Operators

Reviewers

Responsibilities
Provide input from an
operators perspective
for product guide
training.

Est. Hours
Needed
52 total

Project Milestones
Subject to agreement from PJ Enterprises management, Instructional Design
Solutions will provide the deliverables on the following dates:
Milestone

Date

Design Document

12/4/2015

Prototype of Product Guide Database

12/4/2015

Develop Training

12/11/2015

Product Guide Database

12/11/2015

Evaluate and Revise Training

12/18/2015

Catalog Launch/Customer Service Training

Project Charter
Team #3 Instructional Design Solutions

1/20/16, 1/21/16, and

2/2/16

10

Vendor Assistance Required

Instructional Design Solutions will require the assistance of an outside vendor to
build the product guide database. Instructional Design Solutions will sub-contract
Database Solutions LLC to develop the database. Instructional Design Solutions
has worked with Database Solutions LLC on several successful projects and thus
has an excellent relationship with them.
Instructional Design Solutions accepts all responsibility for the work performed by
Database Solutions LLC. The database developer from Database Solutions, Dave
Developer, will work together with Bruce Bennett under the supervision of Kim
Myers to ensure there is a seamless transition of the database into your current
network.

Possible Problems
Problem
Area

Likeli
hood
15

Lack of
Motivation /
Incentives

Lack of
support
from IT

Project Charter
Team #3 Instructional Design Solutions

Problem
Owner

Project Impact

Mitigation Plan

Jane
MacKenzie

Would
discourage
operators from
attending the
training sessions,
which will limit
the transfer of
knowledge and
will ultimately
prevent PJE from
attaining it goal
of 10%
improvement in
customer service
scores.

Ensure that
operators and
supervisors
participating in the
training are paid
their regular
hourly rate or are
compensated
adequately.

Bruce
Bennett &
Jane
MacKenzie

Would slow
down the
integration of the
database.

Ensure that IT is
on-board and
aware of the
significance of
this project and
ensure that the
timeline of this
project does not
overlap with
installation of the
new order
answering system.

11

Problem
Area

Likeli
hood
15

Problem
Owner

Project Impact

Mitigation Plan

Availability
of SMEs

Jane
MacKenzie

Could slow the

project if SMEs
are not available,
thus making it
more difficult to
comply with
deadlines and
stay within
budget

Measures have
already been put
in place to
mitigate this by
having more
SMEs available
for the project.
However, the
importance of
feedback cannot
be underestimated.

Projects
running
concurrently

Jane
MacKenzie,
Bruce
Bennett,
Dave
Developer,
and Kim
Myers

If changes occur
while the
database is being
developed,
especially to the
user interface or
navigation, it
would delay the
completion of the
product guide
training because
of rework.

Dont start
development on
the product guide
training until the
planning stage is
complete for the
database.

Assumptions
Instructional Design Solutions is responsible for:

All stated deliverables.

Project Management for the development of the database and training, and
guides with regular status updates with the project sponsor.

Meeting deadlines and delivering quality solutions.

Timely completion of the project.

Monitoring and adhering to the project budget and schedule.

Providing JP Enterprises with training documents that can be printed and

delivered to trainees.

If applicable, scheduling inexpensive and timely travel.

Project Charter
Team #3 Instructional Design Solutions

12

PJ Enterprises is responsible for:

Working with Kim Myers to determine an acceptable development and

training schedule.

Providing Subject Matter Experts with expertise in supervision, taking calls

and interacting with customers, database integration and for each to provide
input and review all deliverables.

Provide IT support as needed to ensure the database server is properly

networked to all operator stations.

Help manage the scope of the project to ensure deadlines are met and the
project stays within budget.

Providing adequate time for operators to attend training sessions.

Ensuring operators are paid for attending the training.

Providing Instructional Design Solutions equipment that will enable them to

successfully conduct the training. Equipment is defined as HDMI-capable
projector with full screen, an internet connection, and one networked
computer per student.

Providing all necessary source materials.

Providing communication with PJE employees including enough notice to

prepare for the training.

Scheduling, session sign-up, and completion tracking.

Drinks and snacks for participants.

Lunch or evening meals and drinks for participants.

A training room of appropriate size and accommodations for the class.

Printing for all course material.

The method of tracking student completion as needed for PJE records.

Constraints
The following situations could prevent instructional Design Solutions and its
partners and staff from their ability to complete the project within scope:

The nature of shift-work and high turnover may affect the ability of
operators to attend training sessions if there is not enough staff to cover
shifts.

Staffing limits may impact the availability of primary and secondary SMEs
and create challenges in consistency of viewpoints that require time to
resolve.

The availability of Sheena Perez and other SMEs on a regular basis.

Availability of Bruce Bennett or IT to resolve any technical issues in a

timely manner.

Project Charter
Team #3 Instructional Design Solutions

13

External Influences/Dependencies
External factors that may hinder the successful completion of this include:

Any factors relating to the business partnership with or commitment of

Database Solutions LLC.

Unseasonably large amounts of snowfall on the days of the training may

impact attendance or prevent caterers from delivering lunch.

Weather issues that cause power failures and the network to crash during
training.

Bandwidth or other issues that slow computer speed during training.

Approvals
Role

Signature

Date

Project Manager

___________________________________

_____________________

Project Sponsor

___________________________________

_____________________

Project Charter
Team #3 Instructional Design Solutions

14