EDUC768_FINAL_FinalProject_Team4_CHET

2016
PJ Enterprises Customer
Satisfaction Project
A PROJECT OF:
CHET INSTRUCTIONAL DESIGN, 712 BROADWAY ST. SOUTH, MENOMONIE, WI 54751
(FINAL PROJECT FOR THE UNIVERSITY OF WISCONSIN-STOUT, EDUC 768 COURSE)
ALLY MERVINE, ELENA PEACE, MILY FRANK, & RINA LAUBE
Page 1 of 74

PJ ENTERPRISES CUSTOMER SATISFACTION PROJECT
Contents
Project Gap Analysis Strategy ..................................................................................................................................... 3
Project Charter............................................................................................................................................................ 9
Project Management Plan......................................................................................................................................... 18
Instructional Design Document................................................................................................................................. 31
Storyboard for PJ Enterprises Database Training...................................................................................................... 38
Execution Phase Documentation.............................................................................................................................. 68
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Project Gap Analysis Strategy
Project Description
PJ Enterprises’ management team feels it needs to improve the training approach for telephone operators to increase catalog
sales and reduce customer complaints. They have hired CHET Instructional Design to design, develop, and deliver a new
training program to customer service supervisors and telephone operators before the next catalog is mailed. CHET will
conduct a full needs analysis to determine if training is the best strategy and, if so, develop the best training solution.
Information Needed
● How are things right now? Why is there such a poor morale issue? Why is employee turnover high?
● Who trains the new employees--an expert trainer/supervisor or a neighboring peer?
● What are the perceived management causes of performance issues?
● What are the employees’ perceived issues with performance?
● Are the surveys the customers submit accurate without bias?
● Is the performance issue(s) based within one shift/supervisor/set of employees?
● What happens when an employee asks for additional training or a refresher course?
● Are technology issues causing performance issues?
● Do employees need more training time?
● Can the operators answer the call quickly enough and access the product reference guides quickly?
● Are the product reference guides written at a 6th grade or lower standard (the average reading level of an adult)?
● Could the extra time with the survey cause the performance issues? Could the new performance evaluation be
causing performance issues?
● Could the performance issues be related to the number of employees (too many or too few)?
● Why are the operators spending 20 minutes with each call/customer (that survey?)?
● Could having more customer service supervisors and fewer operators reduce the performance issues?
● What happened in the past year to cause the 30% increase in customer dissatisfaction?
● During the training, do operators see or touch the actual products or photos, or is only the text summary provided?
● Is any assessment conducted to determine phone operators’ understanding of products after each catalog training?
● How are personnel issues or negative evaluations addressed?
● What are the business workflows and the current metrics?
Team Strategy
● Use face-to-face interviews with customer service supervisors and telephone operators; the catalog director (Judie
Thompson), merchandising manager (Sheena Perez), and assistant merchandising manager; and with a member of
the Human Resources Department at PJ Enterprises.
● Offer the option of an anonymous survey if an employee does not want to meet face-to-face.
● Observe the process with the telephone operators.
● Approach PJ Enterprises’ appointed designees, but also ask to speak to any other person who may offer input.
● Review customer service surveys conducted by telephone operators and supervisors and review past evaluation data
and recordings of customer service calls with telephone operators, if available.
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Analysis Plan
Research Method Target Audience Information We Hope to Gain Team Member Responsible
Face-to-face interviews
conducted individually
Telephone
Operators
What’s working and what’s not, their
observations about all processes, how
they are trained on phone system,
customer service, and for each
catalog
Trina Laube & Emily Frank
(conducted individually)
Customer Service
Supervisors
Their observations about phone
operators’ performance, how they are
trained differently, how the phone
system works, general employee
training (not just per catalog)
Management
(Sheena & Judie)
Management insight into processes
used for training current training and
in the past, ideas for how they could
be improved, what they think is
important for operators/customer
service supervisors to know
Human Resources
Manager
Find out metrics around retention,
hiring, and training processes
Cally Mervine
Observation Telephone
Operators
How they respond to customers,
knowledge of product, ability to
perform job-related tasks
Cally Mervine
Review of all past
Customer Service
surveys, evaluation data,
and recordings of
customer service calls
with telephone
operators, if available
Customers Reasons for customer dissatisfaction Helena Peace
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Face-to-Face Interviews
QUESTIONS TO ASK: [MANAGEMENT]
● What are some of the barriers in your current program?
● How have you attempted to address these issues? Are they ongoing or situational?
● Why do you think your current training program is not achieving the desired results?
● Do you think training is the solution, or what other ideas do you have?
● Could these issues be a process or technology issue rather than a training issue?
● What is your definition of a successful training program and ROI?
● Describe in detail the current training that is done for each new catalog.
● What would your ideal training for each catalog look like?
● What, if any, types of of assessments are given at the end of the training to test operators’ knowledge of the items?
● Which of the following would help increase morale and performance of the telephone operators:
○ Allowing the operators to touch/see catalog merchandise
○ Creating separate phone line for orders vs. complaints
○ Adding more phone lines
○ Hiring more phone operators
○ Making changes to the customer evaluation process
○ Making changes to the product reference guide
○ Paid training
○ Adding or updating assessments following catalog trainings
QUESTIONS TO ASK: [HUMAN RESOURCES]
● Do you have job descriptions for the telephone operators and customer service supervisors? Can you review them
with us?
● What is the average pay rate for a telephone operator?
● What does the ideal telephone operator/customer service supervisor look like to you?
● What are your short-term and long-term goals for recruitment?
● Why do you think turnover has been so high?
● What is the on-boarding process for new telephone operators and customer service supervisors?
● How often are employees evaluated and what is the process?
● Have any new policies been implemented in the past year and, if so, how have they been received by employees?
● What ideas do you have for improving the morale of telephone operators and customer service providers
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QUESTIONS TO ASK: [TELEPHONE OPERATORS]
● How long have you worked as a telephone operator with PJ Enterprises?
● What type of training did you receive when you first started as a telephone operator?
● How often do you receive customer service or phone operation training, excluding the trainings the take place to go
over new catalogs?
● Would you say that you are satisfied in your job?
● Why do you think your current training program is not achieving the desired results?
● What type of training would you like for each new catalog and why?
● Would it help you to see and touch the catalog merchandise?
● What do you find most difficult or frustrating about your job?
● How comfortable are you using the current phone system?
● What ideas do you have to increase customer satisfaction?
● What could be done to increase efficiency and allow you to assist more customers?
● Do you have any suggestions for improving the product reference guides?
● After the training, how much time to do you spend reviewing the catalog and the item descriptions?
QUESTIONS TO ASK: [CUSTOMER SERVICE SUPERVISORS]
● Describe the current training program for phone operators, both upon hire and any ongoing training. Tell us how
phone operators learn the phone system and any customer service training they receive.
○ What do staff think about it?
○ What do you think?
○ Is the current training program suitable for your team? Why or why not?
○ As Customer Service Supervisors, how does your training about catalog items differ from the phone
operators’ training?
● How, and how often, do you evaluate employees?
● Why do you think so many calls are transferred to supervisors?
● What are the most common reasons calls are transferred to supervisors?
● What do you find most difficult or frustrating about your job?
● How valuable are the customer evaluations done at the end of calls?
● How is the information from the evaluations used?
Observation
DETAILS OF METHOD:
The Telephone Operators will be observed in their work environment, unannounced, and on various days and shifts
throughout the week. We will be seeking information on how they respond to customers, their knowledge of the product they
are selling, and their overall ability to perform job-related tasks.
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WHAT TO OBSERVE:
When observing, the following will be considered:
● Time it takes for the Phone Operator to answer
● Questions asked are appropriate to the customer’s need
● Level of catalog product knowledge
● Tone of voice
● Typing skills--speed at which information is entered
● Ability to deal with any issues appropriately--if issue requires higher up transfer, it was handled adequately
WHAT TO REVIEW:
● Customer service skills
● Response time
● Product knowledge
Data Review
DETAILS:
● Review past customer service survey results of customers who were not satisfied.
● Review past evaluation data and recorded phone calls (if available) with telephone operators
WHAT TO REVIEW:
● Reasons for customer dissatisfaction
● Process for collecting data
● Customer service survey question wording
● Possible trends and patterns in customer dissatisfaction
Roadblocks & Dependencies
● The observers see the same operators and customer service supervisors even though they chose random days
● HR and/or the managers follow around the observers as they observe the phone operators and customer service reps
● The anonymous survey is not filled out by enough of the phone operators in order to give a large enough sample size
for analysis
● The anonymous survey could be taken by the same participants that are interviewed by the observers, thus skewing
the data based on a few people’s points of view
● Analysis of the surveys is vague; people don’t take time to fill in the opinion questions
● Review of the customer service survey may be limited
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Strategies to Mitigate Risks
● Get a schedule of when the phone operators and customer service supervisors will be in. Make sure there is an
opportunity to observe every worker based on the provided schedule.
● Have a meeting with HR and the managers about the expectations of the observations. Get agreement from all
parties about touring through the facility unescorted.
● Give an incentive for filling out the survey. Even though the survey is anonymous, make it a competition between
teams. Give a prize for most surveys filled out by team. Or, have a drawing for a prize.
● Make sure the customer service survey is a mix of questions on with a Likert scale as well as fill in the blank have
questions. Have the most important questions re-phrased in different ways in order to make sure that the answers
are the same.
Page 8 of 74

Project Charter
Project Information
Project Name: PJ Enterprises Customer Satisfaction Improvement Project
Project Manager: Emily Frank, CHET Instructional Design, shall be the project manager for this project and has the authority
to select team members, determine deadlines, and allocate resources based within the maximum budget set by PJ
Enterprises.
Project Sponsor: Georgia Garrison, Vice President of Sales and Operations, PJ Enterprises
Project Owner: Judie Thompson, Catalog Director, PJ Enterprises
Stakeholders and Responsibilities
Stakeholder(s) Responsibilities
Project Sponsor: Georgia Garrison,
Vice President of Sales &
Operations, PJ Enterprises
Georgia oversees the operational and sales budgets for PJ Enterprises. The catalog
director, merchandising manager, and director of human resources all report directly to
the VP of Sales & Operations. Georgia is held accountable for catalogs meeting specific
sales goals. Georgia also sets the overall budget amount for this project, with the Project
Manager being responsible for allocation of funds.
Project Owner: Judie Thompson,
Catalog Director, PJ Enterprises
Judie is responsible for all aspects of the catalog including the current training of
customer service supervisors and the telephone operators.Judie will assist with the
project as needed.
Tie-breaker: Judie Thompson If disagreements arise between SMEs, Judie will serve as the final decision maker.
Subject Matter Experts &
Reviewers:
Mark Mulroy, HR Director
Judie Thompson, Catalog Director
Sheena Perez, Merchandising
Manager
Mark Mulroy leads the HR team, and is instrumental in writing policies and determining
employee benefits, hiring and evaluating employees, and dealing with personnel issues.
Mark will provide documentation regarding hiring and evaluation processes.
Sheena Perez is responsible for selecting and promoting items for the catalog, as well as
conducting the current catalog trainings with Judie Thompson. Sheena, Judie, and Jessica
Peterson are most familiar with the items in the catalogs and will be trained as
facilitators for the new training program. Sheena can connect the project management
team with catalog copywriters and photographers if needed.
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Stakeholder(s) Responsibilities
Jessica Peterson, Assistant
Merchandising Manager
Leesa Ryan, Customer Service
Manager
James Ray, Phone Operator
Lori Warren, Phone Operator
Rose Hernandez, Customer Service
Supervisor
Leesa Ray leads the customer service team and can provide past customer satisfaction
survey results. She can also share what skills and knowledge customer service
supervisors and phone operators need to be successful in their jobs.
James and Lori take customer calls and process phone orders. They have attended past
catalog trainings and are available for pilot trainings and to assist with the project as
needed.
Rose Hernandez assists customers when phone operators transfer calls they are not able
to assist with. She is available for pilot trainings and to assist as needed for the project.
All SMEs will be asked to review final deliverables and provide feedback to the project
manager.
CHET Instructional Design Project
Team Members:
Cally Mervine, Helena Peace, and
Trina Laube
Cally, Helena, and Trina are responsible for designing, developing, and implementing
project deliverables in roles assigned by Emily Frank, Project Manager.
IT Director The IT Director may be called upon for assistance in connecting new deliverables with
the computer network/intranet.
Additional Resources:
Telephone Operators and
Customer Service Supervisors
All will be given the opportunity to provide feedback on deliverables as they relate to
their role at PJ Enterprises.
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Description of Work
PROJECT PURPOSE
PJ Enterprises believes that providing a great experience is essential to maintaining and retaining customers and employees.
An increase in customer and employee satisfaction and catalog sales will be achieved by providing training to the Telephone
Operators and Customer Service Supervisors, and the resulting professional development will be desirable for established
employees. This will be accomplished by:
● designing, developing, and delivering a training program for the Telephone Operators and Customer Service
Supervisors.
● amending the Human Resources policies regarding the hiring, retention, and evaluation of employees.
● creating an online product database that will have an easy search function and can be utilized by the
Telephone Operators in real time.
BUSINESS OBJECTIVES
PJ Enterprises produces a mail order catalog of high quality gifts, apparel, and home accessories, with a romantic and nostalgic
appeal, for a female audience.
FY 2017 Objectives:
● Aggressively grow to maintain or exceed projected targets
● Maintaining profitability
● Positive focus on quality and customer service with 10% improvement on customer-service scores
• Positive focus on quality of work environment and staff development and recognition. This is in direct
alignment with this project’s scope.
● $7 million in annual sales/$13 million in catalog sales. This is in direct alignment with the project’s scope.
● $7 million from retail division
• $12 million from acquisitions
● 40% increase in customer lists. This is in direct alignment with the project’s scope.
● Net profit of $2 million
Project Deliverables
IN SCOPE
● Develop a product information and database training program for Telephone Operators & Customer Service
Supervisors
● Amend Human Resources policies dealing with retention issues, who are they hiring, how they are evaluating
employees, offering paid training, etc.
● Create a product database with an easy search function
● Create a “frequently asked questions” guide for Telephone Operators to utilize during phone calls (Job Aid)
● Deliver one printed copy of instructional/training materials (Facilitator Guide) to accompany the training programs
and database system for onsite training
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OUT OF SCOPE
● Additional training on legacy software, other than database functions as identified from the in scope description
● Additional training beyond the initial in scope deliverables
● Additional software, other than supplied project database
● Audio-visual equipment and facility for training
● Additional printed materials. One copy of instructional/training materials or Facilitator’s Guide (if appropriate) to be
delivered with the in scope deliverables.
● Additional changes to project scope. Any proposed changes will need approval from all concerned parties, will
required an amended Project Charter, and may incur additional expense in time or materials.
● CHET Instructional Design will only provide the above mentioned training deliverables and materials and will not be
providing any training personnel.
Project Completion Criteria
PJ Enterprises will consider the project completed when the below deliverables have been submitted, approved, and
implemented by all interested parties. These will be validated against the project expectations at established time frames.
These will include:
1. Created a product information and database training program for Telephone Operators & Customer Service
Supervisors
2. Amended written Human Resources policies dealing with retention issues, who are they hiring, how they are
evaluating employees, offering paid training, etc.
3. Created a product database with an easy search function
4. Created a “frequently asked questions” guide for Telephone Operators to utilize during phone calls (Job Aid)
5. Delivered one printed copy of instructional/training materials (Facilitator’s Guide) to accompany the training
programs and database system
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Project Milestones
Note: A detailed schedule will be completed once the Design Document is created.
Milestone Date
Meeting between CHET, project sponsor, & project owner to align on the process and deliverables Dec 1, 2016
Training course design document completed and submitted to project sponsor and owner for review Dec 8, 2016
Product information and database training design submitted for review Dec 8, 2016
Final decision on training course design all revisions included Dec 15, 2016
Final decision on product database all revisions included Dec 15, 2016
Product database developed Jan 16, 2017
Class materials, facilitator guides, and job aids developed Jan 23, 2017
PJ Enterprises training facilitators’ training completed Feb 3, 2017
Pilot training conducted Feb 10, 2017
Assessment of the pilot trainings given to the project sponsor final adjustments made to the training Feb 17, 2017
Revised Human Resources Policies written and approved Feb 22, 2017
Roll-out of the training to the entire team March 1, 2017
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Assumptions
PJ Enterprises assumes responsibility for:
• Ensuring employees are paid by PJ Enterprises for time spent in facilitator trainings and during pilot training
• ensuring all revisions to HR policies are not in conflict with any other company policies and adhere to all
applicable state laws
• Providing CHET Instructional Design with appropriate Subject Matter Experts to provide data to be populated in
the new Product Database.
• Providing access to the SMEs and other employees necessary to CHET for the new training
• Providing access to the catalog materials for CHET to make the digital database
• Scheduling the employees so that they all attend the course
• Ensuring availability of employees for the pilot course
• Any decrease or loss of funding for the project due to unforeseen economic hardship for the company, which
may cause adverse issues with the project, such as unavoidable delay or non-completion of deliverables
• Changes in management, such as key sponsors of the project leave, which may cause adverse issues with the
project, such as unavoidable delay or non-completion of deliverables
CHET Instructional Design assumes responsibility for:
● Providing an electronic database for PJ Enterprises
● Designing a training course on the new database for the phone operators
● Providing “train the trainer” course for select PJ Enterprise Employees
● Providing all of the created materials associated with the training course, job aids, and facilitator guides.
Constraints
The following factors may constrain CHET Instructional Design’s ability to carry out the project:
• Inability of IT experts at PJ Enterprises to install the new database on the company’s intranet in a timely manner
for the training pilot.
• Availability of Telephone Operators and Customer Service Supervisors to work with.
• Training will have to be given in waves, as all telephone operators cannot be offline for a training at once.
• Difficulty scheduling employees/SMEs due to limited availability
• Availability of project sponsor and owner during the review process
• Disagreement among SMEs on goals
• Access to current catalog item descriptions and photos. These must be available before database can be
updated and final training developed (training will then serve as a template for future catalogs)
• The Telephone Operators may resist the change from a printed product guide to an online product database
version
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External Dependencies
The successful completion of the project is dependent upon the following external dependencies:
● Current catalog item descriptions and photos must be available before database can be updated and final training
developed (training will then serve as a template for future catalogs)
Budget
Deliverable/Solution Type of Training/Deliverable Total Hours Estimated Cost
Product Database Electronic database setup and
configuration on PJ Enterprise’s Intranet
354 $54,160
Design and Development of
Product Database Training
Training module that telephone operators
need to complete
125 $23, 250
Product Database Train-the-
Trainer Training
Train-the-trainer sessions for PJ
Enterprises Facilitators
86 $17,440
Facilitator Guide Facilitator Guide for PJ Enterprises
Trainers and Management
14 $1260
FAQ Job Aid for Telephone
Operators
2-page, double sided, laminated job aid for
telephone operators to utilize during calls.
Will include screenshots and graphic
design elements.
24 $3960
Printing of Job Aid High quality print job and lamination of job
aid for all telephone operators.
18 $1500
Revision of HR policies Amended HR policy document 15 $1201
Total $$ $102,771
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Vendor Assistance Required
No outside vendor assistance will be required to complete this project.
Project Team Members & Roles
Name Role Responsibilities Est. Time Investment
Emily Frank Project Manager Manage the project from inception to
completion, maintain all communication with
stakeholders.
58 hours
Helena Peace Business Analyst Completes Needs Analysis and supporting
documents. Identify and document project
requirements.
21 hours
Trina Laube Technical Writer Write and update all training materials. 32 hours
Cally Mervine Subject Matter
Expert
Provide subject matter expertise and input,
review all instructional materials for accuracy.
22 hours
Helena Peace Graphic Designer Assists in producing graphical images for
training.
9 hours
Cally Mervine/Trina
Laube
Instructional
Designer
Create all instructional materials, supporting
documents, and facilitator guide, and conduct
all train-the-trainer sessions.
167 hours
Total Hours by
CHET Instructional
Design
309 MAX
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Approvals
Role Signature Date
Project Manager
_____________________________________
Emily Frank
Project Sponsor
_____________________________________
Georgia Garrison
Project Owner
_____________________________________
Judie Thompson
Page 17 of 74

Project Management Plan
Introduction
The Scope Management Plan provides the scope framework for this project. This plan documents the scope management
approach; roles and responsibilities as they pertain to project scope; scope definition; verification and control measures;
scope change control; and the project’s work breakdown structure. Any project communication pertaining to the project’s
scope should adhere to the Scope Management Plan.
This project seeks to increase customer and employee satisfaction, and in turn increase catalog sales. This will be achieved by
providing training for the Telephone Operators and Customer Service Supervisors. This includes designing and developing a
training program and a “frequently asked questions” job aid, and training facilitators for the training program. In addition,
amendments will be made to the Human Resources policies regarding the hiring, retention, and evaluation of all employees.
Lastly, there will be an online product database created that will have an easy search function and can be utilized by the
Telephone Operators in real-time. No external resources or outsourcing are anticipated for this project.
Scope Management Approach
The scope for this project is defined by the Scope Statement and Work Breakdown Structure (WBS). Based on feedback and
input from the Project Manager and Stakeholders, the Project Sponsor is responsible for the acceptance of the final project
deliverables and project scope.
The Customer Satisfaction Improvement Project will include the design, development, and implementation of a product
information and database training program for Telephone Operators and Customer Service Supervisors at PJ Enterprises, as
well as a revision of current Human Resources policies.
All project funding will be managed by the Project Manager. Any additional funding requires approval from the Project
Sponsor. Any expansion or modification of the project will require approval from the Project Sponsor.
SCHEDULED MEETINGS:
• Kickoff Meeting: A one-time meeting will be held to introduce the project and the team. Project objectives will
be reviewed along with the management approach.
• Weekly Project Team Meetings: Weekly progress meetings will be scheduled for Mondays at 2:15 p.m. ET via
conference call. All CHET Instructional Design team members are required to attend.
• Monthly Project Status Management Meeting: Project Manager will hold monthly project status meeting for PJ
Enterprises management only. Meetings will be held face-to-face to discuss the monthly status report.
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SCHEDULED STATUS REPORTS:
● Weekly Team Status Updates: Weekly Project Team status reports will be completed by CHET Instructional Design
Team Members and PJ Enterprises Management and emailed to Project Manager by the end of the workday each
Thursday.
● Monthly Project Status Reports: Monthly projects status reports will be completed by the Project Manager and
emailed to the Project Sponsor, Project Owner, team members, and SMEs/Reviewers. Report will cover activities,
progress, costs, and issues to be addressed. Report will be discussed at the monthly management meeting.
Roles and Responsibilities
The project manager, owner, sponsor, and team will all play key roles in managing the scope of this project. As such, the
project sponsor, owner, manager, and team members must be aware of their responsibilities to ensure that work performed
on the project is within the established scope throughout the entire duration of the project. Table 1.1 defines the roles and
responsibilities for the scope management of this project.
Name Role Responsibilities
Georgia Garrison, Vice
President of Sales &
Operations, PJ
Enterprises
Project Sponsor • Accept project deliverables
• Evaluate need for scope change requests
• Approve or deny scope change requests as appropriate
Judie Thompson,
Catalog Director, PJ
Enterprises
Project Owner • Validate scope change requests
• Communicate outcomes of scope change requests to team
• Facilitate team level change review process
Emily Frank, CHET
Instructional Design
Project Manager • Facilitate scope change requests
• Organize and facilitate scheduled change control meetings
• Communicate outcomes of scope change requests
• Update project documents upon approval of all scope changes
Trina Laube, Cally
Mervine, & Helena
Peace,
All of CHET
Team Members • Participate in defining change resolutions
• Evaluate the need for scope changes and communicate them to
the project manager as necessary.
Table 1.1, Scope Management Roles and Responsibilities
Page 19 of 74

Scope Definition
The scope definition for this project was conducted using two different methods. The first one was derived from the
identification of the common business strategy, overall goals and targets, and interviews from key stakeholders as presented
by PJ Enterprises. The second one was derived from collecting information using a needs and gap analysis from all concerned
parties.
From this information, CHET Instructional Design was able to produce the Scope Management Plan and all of its variables. This
document contains the project description and deliverables as assessed and described by the above methods using expert
professional judgement, face-to-face interviews, and reviewing PJ Enterprises’ business objectives, metrics, and future growth
targets.
Project Scope Statement
PROJECT SCOPE DESCRIPTION
PJ Enterprises believes that providing a great experience is essential to maintaining and retaining customers and employees.
An increase in customer and employee satisfaction and catalog sales will be achieved by providing training to the Telephone
Operators and Customer Service Supervisors and updating human resources policies. The resulting professional development
will be desirable for established employees.
PROJECT ACCEPTANCE CRITERIA
PJ Enterprises will consider the project completed when the below deliverables have been submitted, approved, and
implemented by all interested parties. These will be validated against the project expectations at established timeframes.
These will include:
• Created a product information and database Training program for Operators & Customer Service Supervisors
• Amended written Human Resources policies dealing with retention issues, who are they hiring, how they are
evaluating employees, offering paid training, etc.
• Created a product database with an easy search function
• Created a “frequently asked questions” guide for Telephone Operators to utilize during phone calls (Job Aid)
• Delivered one printed copy of instructional/training materials (Facilitator’s Guide) to accompany the training
programs and database system
PROJECT DELIVERABLES
• Develop a product information and database training program for Telephone Operators & Customer Service
Supervisors
• Amend Human Resources policies dealing with retention issues, who are they hiring, how they are evaluating
employees, offering paid training, etc
• Create a product database with an easy search function
• Create a “frequently asked questions” guide for Telephone Operators to utilize during phone calls (Job Aid)
• Deliver one printed copy of instructional/training materials (Facilitator Guide) to accompany the training programs
and database system for onsite training
Page 20 of 74

PROJECT EXCLUSIONS
• Additional training on legacy software, other than database functions as identified from the in scope description
• Additional training beyond the initial in scope deliverables
• Additional software, other than supplied project database
• Audio-visual equipment and facility for training
• Additional printed materials. One copy of instructional/training materials or Facilitator’s Guide (if appropriate) to be
delivered with the in scope deliverables.
• Additional changes to project scope. Any proposed changes will need approval from all concerned parties, will
required an amended Project Charter, and may incur additional expense in time or materials.
• CHET Instructional Design will only provide the above mentioned training deliverables and materials and will not be
providing any training personnel.
PROJECT CONSTRAINTS—The following internal and external dependencies or factors may constrain CHET Instructional
Design’s ability to carry out the project:
• Inability of IT experts at PJ Enterprises to install the new database on the company’s intranet in a timely manner for
the training pilot.
• Availability of Telephone Operators and Customer Service Supervisors to work with.
• Training will have to be given in waves, as all telephone operators cannot be offline for a training at once.
• Difficulty scheduling employees/SMEs due to limited availability
• Availability of project sponsor and owner during the review process
• Disagreement among SMEs on goals
• Access to current catalog item descriptions and photos. These must be available before database can be updated and
final training developed (training will then serve as a template for future catalogs)
• The Telephone Operators may resist the change from a printed product guide to an online product database version
PROJECT ASSUMPTIONS—This project shall not exceed 309 hours of work and the budgeted expense of $102, 771 without
prior approval. Additionally, PJ Enterprises assumes responsibility for:
• ensuring employees are paid by PJ Enterprises for time spent in facilitator trainings and during pilot training
• ensuring all revisions to HR policies are not in conflict with any other company policies and adhere to all applicable
state laws
• providing CHET Instructional Design with appropriate Subject Matter Experts to provide data to be populated in the
new Product Database.
• providing access to the SMEs and other employees necessary to CHET for the new training
• providing access to the catalog materials for CHET to make the digital database
• scheduling the employees so that they all attend the course
• ensuring availability of employees for the pilot course
• any decrease or loss of funding for the project due to unforeseen economic hardship for the company, which may
cause adverse issues with the project, such as unavoidable delay or non-completion of deliverables
• changes in management, such as key sponsors of the project leave, which may cause adverse issues with the project,
such as unavoidable delay or non-completion of deliverables
Page 21 of 74

CHET Instructional Design assumes responsibility for:
• Providing an electronic database for PJ Enterprises
• Designing a training course on the new database for the phones operators
• Providing a “train the trainer” course for select PJ Enterprise employees
• Providing all of the created materials associated with the training course, job aids, and facilitator guides
Work Breakdown Structure
To effectively manage the work required to complete this project, it will be subdivided into individual work packages. This will
allow the Project Manager to more effectively manage the project’s scope as the project team works on the tasks necessary
for project completion. The project is broken down into five deliverables that will each require no more than 60 hours of
work: Product Information and Database Training Program, Amending of Human Resources Policies, Searchable Product
Database, “Frequently Asked Questions” Guide, and Printed Facilitator’s Guide. Each of these deliverables is then subdivided
further down to work packages that will require no less than 2 hours of work (see WBS structure on the following page).
Project Schedule
Please see the Project Schedule following the WBS, which is on the next page.
Page 22 of 74

PJ Enterprises Customer
Satisfaction Improvement Project
1. Product Information
and Database Training
Program for Telephone
Operators & Customer
Service Supervisors
2. Amending of
Human Resources
Policies
4. ?Frequently Asked
Questions? Guide for
Telephone Operators to
Utilize During Phone Calls
(Job Aid)
5. Printed Facilitator?s Guide
for Onsite Training
1.1 Kickoff
Meeting/Training
Requirements
Identified
1.2 Design
Document Submitted
for Review
1.3 Training
Development
Initiated
2.2 Policy Changes
Submitted for Review
1.4 Final Training
Changes Accepted
2.1 Kickoff
meeting/Requirements
Identified
2.3 Policy Document
Re-design Initiated
2.4 Final Policy
Document Reviewed ?
CHET/SMEs
3.1 Kickoff
meeting/Product
Requirements
Identified
3.2 Product Design
4.1 Kickoff
Meeting/Product
Requirements
Identified
5.1 Kickoff
meeting/Product
Requirements Identified
4.2 Product Design
2.5 Sponsor Accepts
this Deliverable
5.2 Product Design
3. Searchable
Product Database
1.3a Training
Accepted or
Changes
Initiated/Changes
Accepted
1.4a Internal User
Testing ?
CHET/SMEs
1.5 PJ Enterprises
User Testing ? End
Users/SMEs
1.6 Sponsor Accepts
this Deliverable
2.3a Document
Accepted or Changes
Initiated/Changes
Accepted
3.3 Product Design
Initiated
3.4 Final Product
Database Changes
Accepted
3.3a Product Design
Accepted or
Changes
Initiated/Changes
Accepted
3.4a Internal User
Testing ?
CHET/SMEs
3.5 PJ Enterprises
User Testing ? End
Users/SMEs
3.6 Sponsor Accepts
this Deliverable
4.3 Product Design
Initiated
4.4 Final Product
Reviewed ?
CHET/SMEs
4.3a Product Design
Accepted or
Changes
Initiated/Changes
Accepted
4.5 Sponsor Accepts
this Deliverable
5.3 Product Design
Initiated
5.3a Product Design
Accepted or Changes
Initiated/Changes
Accepted
5.4 Final Product
Reviewed ?
CHET/SMEs
5.5 Sponsor Accepts
this Deliverable
Page 23 of 74

Project Schedule (See Gantt Chart on next page)
Task Name Start Date End Date
Product Information and Database Training Program 12/01/16 02/22/17
Kickoff Meeting/Training Requirements Identified 12/01/16 12/01/16
Design Document Submitted for Review 12/01/16 12/08/16
Training Development Initiated 12/09/16 12/30/16
Training Accepted or Changes Initiated 12/09/16 12/30/16
Changes Accepted 12/09/16 12/15/16
Final Training Changes Accepted 01/11/17 01/23/17
Internal User Testing – CHET/SMEs 01/11/17 01/23/17
PJ Enterprises User Testing – End Users/SMEs 02/10/17 02/10/17
Sponsor Accepts this Deliverable 02/22/17 02/22/17
Amending of Human Resources Policies 12/01/16 02/16/17
Kickoff meeting/Requirements Identified 12/01/16 12/01/16
Policy Changes Submitted for Review 12/01/16 01/10/17
Policy Document Redesign Initiated 01/25/17 02/16/17
Document Accepted or Changes Initiated/Changes Accepted 01/25/17 02/16/17
Final Policy Document Reviewed – CHET/SMEs 02/03/17 02/22/17
Searchable Product Database 12/01/16 01/17/17
Kickoff meeting/Product Requirements Identified 12/01/16 12/01/16
Product Design Submitted for Review 12/01/16 12/08/16
Product Design Initiated 12/08/16 12/15/16
Product Design Accepted or Changes Initiated/Changes Accepted 12/08/16 12/15/16
Final Product Database Changes Accepted 12/15/16 01/09/17
Internal User Testing – CHET/SMEs 12/15/16 01/09/17
PJ Enterprises User Testing – End Users/SMEs 01/09/17 01/16/17
“FAQ” Guide for Telephone Operators to Utilize During Phone Calls (Job Aid) 12/01/16 02/22/17
Kickoff Meeting/Product Requirements Identified 12/01/16 12/01/16
Product Design Accepted or Changes Initiated 12/15/16 01/23/17
Final Product Reviewed – CHET/SMEs 02/17/17 02/17/17
Printed Facilitator’s Guide for Onsite Training 12/15/16 02/24/17
Kickoff meeting/Product Requirements Identified 12/15/16 01/16/17
Product Design Accepted or Changes Initiated 01/23/17 02/03/17
Final Product Reviewed – CHET/SMEs 02/17/17 02/17/17
Page 24 of 74

Scope Verification
During the weekly status update meetings, the Project Manager and all other concerned team members will be updated with
the current interim project deliverables. These will be verified against the original project scope and be determined as part of
the scope statement and WBS. When the individual deliverables comply with the expectations of the overall project scope,
the Project Manager and Sponsor will meet and formal acceptance of that deliverable will be granted. This will be
accomplished by the Project Manager and the Sponsor signing a project deliverable acceptance document, a copy of which
will be maintained as part of the final deliverables. This ongoing process will guarantee the reliable delivery of the individual
components of the project and ensure consistency.
Scope Control
The Project Manager and the project team will work together to control the scope of the project. The project team will ensure
that they perform only the work described on the WBS and generate the defined deliverables for each WBS element. The
Project Manager will oversee the project team and the progression of the project to ensure that this scope control process is
followed.
If a change to the project scope is needed, the process for recommending changes to the scope of the project must be carried
out. Any project team member or sponsor can request changes to the project scope; however the Project Owner must
validate that the change is from an authorized person. All change requests must be submitted to the Project Manager using
the Project Change Request Form, available on the next page.
Upon receipt of the Project Change Request Form, the Project Manager will review the suggested change to the scope of the
project. The Project Manager will confer with the manager of the department affected by the change to determine the impact
on cost and schedule. The Project Manager will then either deny the change request if it does not apply to the intent of the
project or convene a change control meeting between the project team, Project Owner, and Project Sponsor to review the
change request further and perform an impact assessment of the change.
If the change request receives initial approval by the Project Manager, Owner, and Sponsor, the Project Manager will formally
submit the change request to Project Sponsor. If the Project Sponsor approves the scope change, the Project Sponsor and
Project Manager will then formally accept the change by signing the Project Change Request Form. The Project Manager will
then update all project documents and communicate the scope change to all project team members and stakeholders.
Sponsor Acceptance Of Project Management Plan
Approved by the Project Sponsor:
__________________________________________ Date: ___________________
Georgia Garrison
Vice President of Sales & Operations, PJ Enterprises
Page 26 of 74

Change Request Form
CHANGE REQUEST FORM (3 PAGES)
Before completing this form, you need to select the next number from the central Change Request Register and give a high-level description of
the nature of the change. This form is then submitted in accordance to the change control process and is assessed for its merit and degree of
impact on the project.
Project: PJ Enterprises Customer Satisfaction Improvement
Project/Product Database Training
Project Manager: Emily Frank Date:
Change Title: Requester:
Change
Number:
CATEGORY
(Put a ‘X’ in each relevant box)
□ Function □ Schedule □ Cost □ Scope □ Resources
□ Requirements/Deliverables □ Testing/Quality
PURPOSE
□ Corrective Action □ Preventative Action □ Updates □ Other
DESCRIPTION OF REQUESTED CHANGE:
REASON FOR CHANGE
Page 27 of 74

POTENTIAL BENEFITS OF CHANGE
IMPACT ON PROJECT
(Enter brief description in appropriate areas.)
TECHNICAL
FINANCIAL
STRATEGIC
END USER /
CUSTOMER
STAKEHOLDER
QUALITY
TIME FRAME
Page 28 of 74

CHANGE REQUEST DECISION SIGNATURES
PROJECT MANAGER:
__________________________________________________________ ____________________
(Signature) (Date)
Emily Frank, Project Manager, CHET Instructional Design
PROJECT SPONSOR:
__________________________________________________________ ____________________
(Signature) (Date)
George Garrison, Vice President of Sales and Operations, PJ Enterprises
PROCUREMENT
RESOURCES
ALTERNATIVES CONSIDERED
REASONS FOR REJECTION
STATUS □ APPROVE □ REJECT □ DEFER
JUSTIFICATION
Page 29 of 74

Communications Matrix
This table identifies the communications requirements for this project.
Communication
Type
Objective
of Communication
Medium Frequency Audience Owner Deliverable Format
Kickoff Meeting Introduce the project team and the
project. Review project objectives and
management approach.
Face-to- Face Once Project Sponsor,
Project
Team,
Stakeholders
Project
Manager
Agenda,
Meeting Minutes
Soft copy archived on
project management site
Project Team
Meetings
Status Reports, Planning, Review of
Deliverable Drafts, as applicable
Conference call Weekly All CHET
Team members
Project
Manager
Agenda,
Status Reports,
Meeting Minutes
Monthly Project
status meetings
Discuss monthly status report face-to-face Monthly Project Sponsor,
Project Owner
Project
Manager
Status Report
Revisions/Questions,
Request for Change Forms
(if applicable)
Soft copy saved on PJ
Enterprises Internal
Network
Request for
Change review
(if applicable)
Review requests for changes Conference call As needed Project Manager,
Project Owner,
Project Sponsor,
Project Team
Project
Manager
Agenda,
Request for Change form(s),
Minutes
project management site;
hard (signed) copy saved
in Project Manager’s file
Team Status
Updates
Status reports Email Weekly Project Manager,
Project Team,
Project Owner,
Project Sponsor
Project
Manager
Status reports Emailed to Project
Manager and compiled
report is archived on
Project Status
Reports
Status report covering activities, progress,
costs, and issues to be addressed
Email Monthly Project Manager Project
Manager
Status Report Emailed to all
stakeholders; hard copy
provided at Monthly
Project Status
Management Meeting for
discussion
Page 30 of 74

Instructional Design Document
Project Name: PJ Enterprises Database Training Program for the Telephone Operators and Customer Service Supervisors
Brief Project Description
For this project CHET Instructional design will create an asynchronous (self-paced) computer-based training course for
PJ Enterprises telephone operators and customer service supervisors that will teach them to use the new searchable
online product information database developed by CHET.
Instructional Need
In a survey done by PJ enterprises, two out of every three customers had a complaint about the customer service
representative. One of the main areas of complaint was that the representative was not knowledgeable about the
product. Fifty percent of the people that responded said they would not do business with PJ Enterprises again.
PJ Enterprises is looking to expand their business and focus on their aggressive business goals. PJ Enterprises wants to
increase their annual sales from the previous year by $2 million and their catalog sales by $3 million. They believe that
this sales growth can come from maintaining an internal customer list instead of relying on rented list that cut into the
profit margin. Maintaining a large list is difficult if 50% of their customers leave due to poor customer service on the
phone.
Catalogs are produced four times per year, and the PJ Enterprises has rotated more than 500 products through its
catalog over the six years it has been in operation. The company expects its telephone operators to be able to provide
customers with information about each product upon request.
This creates an opportunity for training the customer-service supervisors and the phone operators to use the new
searchable online product database the CHET has created for PJ Enterprises. Teaching the phone operators to use the
database helps ensure operators can find the information they need and assist customers more efficiently even though
products change frequently. It would reduce the number of calls that get re-directed to the customer-service supervisor
or are forced to call back. The training also aims to increase efficiency so that a greater number of customers can be
serviced.
Target Audience
25 phone operators
4 customer-service representatives
Catalog Director
Merchandising Manager
Vice President of Sales & Operations
Any other employee of PJ Enterprises that may have a client interaction in which they discuss products or use the new
database
Page 31 of 74

Learner Characteristics
General Learner Characteristics:
All are PJ Enterprises employees
Age range: 18-30 (70%), 30-60 (30%)
Gender: 60% women, 40% men
Education: All have high school diploma; some have post-secondary education
Entry Learner Characteristics:
PJ Enterprises employees
Familiar with the sales & catalog release cycle
Can operate a computer
Can operate the PJ Enterprises phone system
Directors and managers may believe they do not need training and it’s only necessary for operators
Learning Theories:
CHET will be using the “Absorb, Do, Connect” model of instructional design from E-learning by Design written by
William Horton. This model presents the information in three different ways to the learner. Presenting the information
in multiple ways is important because repetition helps learners to absorb what they are learning.
The training proposed is based on constructivism, whereby the learner is an active participant constructing new
knowledge onto existing knowledge. Once the initial content is mastered, another topic will be presented, building on
the previous topic.
Since all of the learners in this class will be adult learners, it is important to also take theory of Andragogy into account.
This means that adults want their learning to be self-directed. They want what they are learning to be immediately
applicable to who they are and what they are doing. That is why we are offering them multiple views of the database
and multiple learning opportunities.
Training Format
The training format consists of Computer-based training (CBT).
Page 32 of 74

Learning Environment
This is information was obtained by the project team conducting three visits to the site.
Onsite Facilities
● Conference room with chairs and tables or desks for all trainees
● Computers/laptops for the phone operators to use for the CBT
○ must provide audio (headset recommended)
○ must be connected to the new online product database
Constraints and Recommendations
● Phone operators and customer-service supervisors will have to set aside time in their day to complete the
prerequisite CBT.
● Since the customer service is open 24 hours, the phone operators will have to take the course in shifts.
● CHET Instructional Design will require the following from PJ Enterprises:
○ Access to new catalog products for development and delivery of training.
○ Copies of the new catalog for use in developing and delivering training.
○ SME input on catalog product information, database search steps and techniques, and common types
of customer questions regarding catalog products.
Page 33 of 74

1. Terminal Objective: When provided a product name or item number, the operator will describe the product and
price in 1 minute or less.
Enabling Objectives Absorb Activity Do Activity Connect Activity
Successfully log in to the
Product Listing section of the
online database.
Video Simulation: How
to login to Product
listing section.
Try it: Operators are
instructed to put
Product Listing login
steps in the correct
order
Operators utilize the job-aid to
assist them in completing the
task which contains step-by-
step instructions for logging in
with screenshots.
Assessment: Operator is able to correctly order the login
steps to the Product Listing section of the online database.
Locate a product using the
“Search by Item Number” or
“Search by Item Name”
feature.
to use the search
function.
Lab: Look up different
types of product data in
the online system using
the search function.
Data provided from the
scenarios.
Activity: Virtual Scavenger
Hunt. Operators are to find as
many products as they can in a
set amount of time when item
numbers or names are
provided.
Assessment: Operators are able
to correctly locate 3-5 items in 3
minutes.
Using the product database,
locate and correctly state the
product’s description and
price.
to locate different
product description and
price.
Lab: Look up different
product descriptions
and prices using the
online database. Data
provided from the
scenarios.
Activity: Timed matching quiz.
Operators are to match item
with its correct description or
price (using database).
Assessment: Operators are able
to correctly match items with
descriptions/prices in less than
1 minute.
Page 34 of 74

2. Terminal Objective: When verbally provided order details, operator will enter customer orders into the tracking system
in less than a minute per item, with 100% accuracy.
Enabling Objectives Absorb Activity Do Activity Connect Activity
Successfully log in to the Order
Entry section of the online
database.
to log in to Order Entry
section.
Try it: Operators are
instructed to put Order
Entry log in steps in the
correct order.
Operators utilize the job-aid to
assist them in completing the
task which contains step-by-step
instructions for logging in with
screenshots.
Assessment: Operator is able to correctly order the login
steps to the Order Entry section of the online database.
When verbally provided contact
details for a new customer, enter
them into the order tracking
system with 100% accuracy.
to enter customer
contact details in the
new database.
Practice entering test
data from provided call
scenarios
Activity: Scenario Exercise –
Learners assume role of
Operators or customers, and
then switch roles. Practice
entering contact details from
customer.
Assessment: Operators will be given 3 scenarios and are to
complete the fields necessary to complete the order.
When verbally given customer
order details, enter them into the
order entry section with 100%
accuracy.
to enter customer
order details in the new
database.
Practice entering test
data from given call
scenarios
Activity: Scenario Exercise—
Learners assume role of
Operators or customers, and
then switch roles. Practice
entering orders from customers
Assessment: Operators will be given 3 scenarios and are to
complete the fields necessary to complete the order.
Page 35 of 74

Assessment Summary
This training will be offered through asynchronous (self-paced) online instruction. Learners will not receive a formal grade;
rather, a certificate will be awarded to confirm the employee’s completion of the training. The goal of the assessments is to
ensure the telephone operators can easily navigate the new online database and enter necessary information in the optimal
time period. The rationale for testing is to measure the operators’ progress and to motivate each operator to improve his/her
skills. PJ Enterprises will oversee the CBT training and review the assessment scores.
Formative assessments will be used throughout the course. For most of the objectives, formative assessment via computer-
scored quizzes and “Try It” activities will be offered during the course. Immediate feedback will be given and learners will
have to opportunity to repeat activities as many times as they wish to master the content. As a summative assessment and to
further assess comprehension, learners will complete a scenario-based activity.
Page 36 of 74

Evaluation Plan
Formative:
An ongoing formative evaluation will take place during the initial design and implementation phase, before the formal
deployment of the training. This phase will be considered a prototype or beta testing, and will take into consideration
feedback from PJ Enterprises management/SMEs, CHET design team, and the learner’s perspectives.
The first group of students (approximately 10 initially for the CBT) will be asked to give detailed developmental and functional
feedback. This feedback will then be incorporated into the initial CBT models, if required. As each additional class progresses
through the subsequent training, relevant feedback will be added to the design models and potentially the CBT. If the
feedback is pertinent, it will be made retroactive and become an addendum for the previous learners, so every learner will
have an exact replica of the most up-to-date training.
This evaluation will define any deficiencies, measure the CBT’s effectiveness, potentially create revisions, and be able to
analyze the efficacy of the learning objectives and overall project strategy, thus allowing the project to be amended if needed,
and meeting the needs of PJ Enterprises.
Summative:
This external evaluation will measure if the projected outcomes are actually being realized or engaged by the learners at the
completion of the CBT training. Ideally the learners will have mastered all designed competencies and will be able to display
that accomplishment through an established “passing score” within each of the CBT instructional modules, as determined by
each terminal/enabling objective. An overall, comprehensive questionnaire will be given at the end of the training that will
identify and elicit specific feedback from each learner, allowing CHET to analyze, measure, and validate the performance
goals, making sure the training will support the long term needs of PJ Enterprises. These benefits will be realized if the
learners are performing within the limits established by the terminal and enabling objectives at the end of the training.
Confirmative:
This evaluation will measure the long-term performance value of the CBT training, specifically if the telephone operators and
customer service supervisors are maintaining the same target operational goals as set by the initial terminal/enabling
objectives. This evaluation will also measure if the training has met PJ Enterprises’ established business metrics and can
determine if the training has positively or negatively contributed to the overall business strategy.
This assessment will take place approximately 6 months after the completion of the internal training. Information will be
gathered from two of the original pools of respondents (PJ Enterprises management/SMEs and the training end-users).
Informational interviews will be asked of the management/SMEs and a curated group of telephone operators/customer
service supervisors. Every learner will be asked to complete a detailed questionnaire about what they remember regarding
the initial training, their continued use of the individual job aids, and any suggestions for future improvements, additions, or
deletions. An additional group of telephone operators and customer service supervisors will be chosen for a CHET
observational interview. CHET will measure, analyze, and collate this information, and will provide a summary report of the
observations to PJ Enterprises.
Page 37 of 74

Storyboard for PJ Enterprises Database Training
The following pages include the storyboard the first lesson of the computer-based training course for PJ Enterprises telephone
operators and customer service supervisors that will teach them to use the new searchable online product information
database developed by CHET Instructional Designer.
Terminal Objective: When provided a product name or item number, the operator will describe the product and price in 1
minute or less.
• Enabling Objectives:
• Successfully log in to the Product Listing section of the online database.
• Locate a product using the “Search by Item Number” or “Search by Item Name” feature.
• Using the product database, locate and correctly state the product’s description and price.
Page 38 of 74

Project name: Date: December 2016Screen ID: Welcome/Title Screen
Audio information
Graphics info
Screen 1 of 29
1. Graphic: Puzzle pieces;
ALT tag
2. Navigation: None; first
page in lesson
automatically advances
PJE TO/CSS Training Program
1. Voice over: Introduction;
automatic upon page entry
Transcript of
audio:
Description:
This is an introduction to the PJ Enterprises Database
Automatic advancement to next page
Page 39 of 74

Project name: Date: December 2016Screen ID: Objectives
Audio information
Graphics info
Screen 2 of 29
1. Graphic: No image
2. Navigation: None;
automatically advances
1. Voice over: Objectives;
Transcript of
audio:
Description:
At the end of this training you will able to: log in to the database; locate a product by using the search item name or
number function; and understand how to use the database to locate a product and its description and price.
Automatic advancement to next page
Page 40 of 74

Project name: Date: December 2016Screen ID: Menu
Audio information
Graphics info
Screen 3 of 29
1. Graphic: Menu; ALT tag
2. Navigation: Click buttons
for user navigation
1. Voice over: Menu;
Transcript of
audio:
Description:
Click on one of the menu buttons to start your training
User defines the navigation
Page 41 of 74

Project name: Date: December 2016Screen ID: Database Log in Screencast
Audio information
Graphics info
Screen 4 of 29
1. Video: Screencast of
logging in to the database
2. Navigation: Click “Next”
button to go to next
screen.
1. Voice over: Logging in
to database; automatic
upon page entry
Transcript of
audio:
Description:
Click “Next” button to go to next page.
Watch this video. It will show you how to log in to the database. When you finish the video, click on the
"Next" button.
Next >>
Page 42 of 74

Project name: Date: December 2016Screen ID: PJ Enterprises Database
Icon
Audio information
Graphics info
Screen 5 of 29
1. Image: PJ Enterprises
Desktop icon; ALT tag
screen.
1. Voice over: Logging in to
database; automatic upon
page entry
Transcript of
audio:
Description:
(First screen of video) Click “Next” button to go to next page.
Navigate to the PJ Enterprises Database Icon on your desktop. Click on the icon.
Next >>
Page 43 of 74

Project name: Date: December 2016Screen ID: Login Screen
Audio information
Graphics info
Screen 6 of 29
1. Image: Database Login
Screen; ALT tag
screen.
page entry
Transcript of
audio:
Description:
Next >>
(Second screen of video) Click “Next” button to go to next page.
Provide your work email address and your password and then either press enter or click log in. If you
have forgotten your password, click the “Help” link at the top of the page to get your password reset.
Page 44 of 74

Next >>
Project name: Date: December 2016Screen ID: Database Home screen
Audio information
Graphics info
Screen 7 of 29
1. Image: Home screen of
database; ALT tag
screen.
Transcript of
audio:
Description:
(Third screen of video) Click “Next” button to go to next page.
You are now on the home screen of the database. The most popular items in the catalog populate this screen.
From this screen you will be able to search the database.
page entry
Page 45 of 74

Project name: Date: December 2016Screen ID: Product Search Function
Audio information
Graphics info
Screen 8 of 29
1. Video: Screencast of using
the product search
function
screen.
1. Voice over: Product
search function; automatic
upon page entry
Transcript of
audio:
Description:
Next >>
Watch this video. It will show you how to search the database from the homepage. When you finish the
video, click on the "Next" button.
Page 46 of 74

Next >>
Project name: Date: December 2016Screen ID: Ways to Search Database
Audio information
Graphics info
Screen 9 of 29
1. Image: Home screen of
database; ALT tag
screen.
1. Voice over: Using the
upon page entry
Transcript of
audio:
Description:
(First screen of second video) Click “Next” button to go to next page.
There are two different ways to search the database. You can use the navigation down the side menu. But, the
most direct route is using the search box at the top and using item number or name. You can also use the search
box and menu based on the item’s description. This is helpful if a client is asking about two similar items. You
can then click on an item to view its description and price.
Page 47 of 74

Next >>
Project name: Date: December 2016Screen ID: Search Tips
Audio information
Graphics info
Screen 10 of 29
1. Image: Database Home
screen Tips; ALT tag
screen.
1. Voice over: Using the
upon page entry
Transcript of
audio:
Description:
(First screen of second video) Click “Next” button to go to next page.
If an item can't be located with two searches or using the side search bar. Troubleshoot by trying different keywords. If
necessary you can refer to the printed catalog. As a last resort, transfer the call to a customer service supervisor.
If an item can’t be
located:
1. Troubleshoot by
trying different
keywords
2. Refer to the printed
catalog
3. Transfer call to
customer service
supervisor
Page 48 of 74

Project name: Date: December 2016Screen ID: Try It Log in 1
Audio information
Graphics info
Screen 11 of 29
1. Try It; “Database Log in”
Articulate Storyline file
screen.
1. Voice over: Try It
1; automatic upon page
entry
Transcript of
audio:
Description:
Now you will demonstrate the you know how to log in to the database. When you finished, click on the
"Next" button.
Next >>
Page 49 of 74

Audio information
Graphics info
Screen 12 of 29
screen.
entry
Transcript of
audio:
Description:
(First screen of video) Click “Next” button to go to next page.
Where would you click to begin logging in to the database?
Page 50 of 74

Audio information
Graphics info
Screen 13 of 29
screen.
entry
Transcript of
audio:
Description:
Where would you click to input your email?
Page 51 of 74

Next >>
Project name: Date: December 2016Screen ID: Try it Log in 4
Audio information
Graphics info
Screen 14 of 29
1. Try It; “Log In” Articulate
Storyline file
screen.
1; automatic
upon page entry
Transcript of
audio:
Description:
(Final screen of video) Click “Next” button to go to the next page.
Good Job! You’ve successfully logged in to the database. Now we are going to try searching the database.
You’ve successfully
logged in to the
database
Page 52 of 74

Project name: Date: December 2016Screen ID: Try it Search Function 1
Audio information
Graphics info
Screen 15 of 29
1. Try It; “Search Function”
screen.
2; automatic
upon page entry
Transcript of
audio:
Description: Click “Next” button to go to the next page.
Now you will demonstrate how to use the search function. You will also learn about locating the product
prices and descriptions. When you are finished, click on the "Next" button.
Next >>
Page 53 of 74

Next >>
Audio information
Graphics info
Screen 16 of 29
screen.
2; automatic
upon page entry
Transcript of
audio:
Description:
Click on the most expensive item on the home page.
What is the most
expensive item on the
database homepage?
Page 54 of 74

Next >>
Audio information
Graphics info
Screen 17 of 29
screen.
entry
Transcript of
audio:
Description:
(Third screen of video) Click “Next” button to go to next page.
Click on the best place to search using the item number.
Click the best place to
search the database
using the item
number.
Page 55 of 74

Next >>
Audio information
Graphics info
Screen 18 of 29
screen.
entry
Transcript of
audio:
Description:
(Fourth screen of video) Click “Next” button to go to next page.
If a customer was looking for travel gear, where would you click?
If a customer was
looking for travel gear,
where would you
click?
Page 56 of 74

Next >>
Audio information
Graphics info
Screen 19 of 29
screen.
entry
Transcript of
audio:
Description:
(Fifth screen of video) Click “Next” button to go to next page.
If a customer only gave you an item description, where would you click?
If a customer only
gave you an item
description, where
would you click?
Page 57 of 74

Next >>
Audio information
Graphics info
Screen 20 of 29
screen.
entry
Transcript of
audio:
Description:
(Final screen of video) Click “Next” button to go to next page.
Good Job! You’ve successfully explored the search options on the database’s homepage.
You’ve successfully
explored the search
options on the
database’s homepage.
Page 58 of 74

Project name: Date: December 2016Screen ID: Test your knowledge
Audio information
Graphics info
Screen 21 of 29
1. Quiz: Test your Knowledge
using the Search function
screen.
1. Voice over: Test your
knowledge 1; automatic
upon page entry
Transcript of
audio:
Description:
Now that you’ve practiced logging in to the database and you’ve practiced using the search function, let’s see how much you
remember.
Next >>
Page 59 of 74

Project name: Date: December 2016Screen ID: Test Your Knowledge 1
Audio information
Graphics info
Screen 22 of 29
Graphic: Bullseye image;
ALT tag
Navigation: Click “Next”
screen.
Voice over: Test your
knowledge; automatic upon
page entry
Transcript of
audio:
Description:
Test your knowledge with these True or False questions.
Page 60 of 74

Audio information
Graphics info
Screen 23 of 29
ALT tag
button to go to next screen.
page entry
Transcript of
audio:
Description:
Here’s one more question to test your knowledge.
Page 61 of 74

Audio information
Graphics info
Screen 24 of 29
ALT tag
page entry
Transcript of
audio:
Description:
Give this last True or False question a try.
Page 62 of 74

Project name: Date: December 2016Screen ID: Matching Quiz
Audio information
Graphics info
Screen 25 of 29
Graphic: computer
keyboard image; ALT tag
Voice over: Matching quiz;
Transcript of
audio:
Description:
Test your knowledge with this product database matching quiz.
Page 63 of 74

Project name: Date: December 2016Screen ID: Matching Quiz 2 (Answers)
Audio information
Graphics info
Screen 26 of 29
Graphic: computer
keyboard image; ALT tag
Voice over: Matching quiz
answers; automatic upon
page entry
Transcript of
audio:
Description:
Let’s see how you did. Remember, if you have trouble finding a product description or price, you can search by item name,
item number, or try different keywords. A help function is also available at the top of the screen.
Page 64 of 74

Project name: Date: December 2016Screen ID: Wrap Up
Audio information
Graphics info
Screen 27 of 29
1. Graphic: Computer
Image; ALT Tag
2. Navigation: Click
“Next” button to go to
next screen.
1. Voice Over: Wrap Up
(automatic upon page
entry)
Transcript of
audio:
Description:
We have covered the three learning objectives: how to log in to the database; how to locate a product by “search item
name” or “search item number” function; and how to use the database to locate a product and its description and price.
Page 65 of 74

Project name: Date: December 2016Screen ID: Congratulations!
Audio information
Graphics info
Screen 28 of 29
1. Graphic: Congratulations
image; ALT tag
screen.
1. Voice over:
congratulations (automatic
upon page entry)
Transcript of
audio:
Description:
Congratulations on completing this lesson. Click "Next" to print your certificate of completion.
Page 66 of 74

Project name: Date: December 2016Screen ID: Certificate
Audio information
Graphics info
Screen 29 of 29
1. Graphic: Certificate; ALT
tag
2. Navigation: None; last
page in lesson
No voice over
Transcript of
audio:
Description:
No audio
No action required
Exit Course
Print
Certificate
Page 67 of 74

Execution Phase Documentation
Project Progress Report for PJ Enterprises Product Database Training
Date: December 6, 2016
To: Georgia Garrison, VP of Sales and Operations at PJ Enterprises, & Judie Thompson, Catalog Director at PJ Enterprises
From: CHET Instructional Design, Team #4
ACCOMPLISHMENTS
CHET Instructional Design has been contracted by PJ Enterprises to provide a training program for the telephone operators
and customer service supervisors. Since the last report which was submitted on November 22, our team has provided the
following deliverables:
● Developed Project Charter. Our project charter indicating the project scope was developed and approved by
stakeholders.
● Developed Project Management Plan. Our Project Management plan was developed and approved by stakeholders.
Met with Project Owner on November 22 to confirm scope, budget, and timeline.
● Developed the Design Document and submitted for client approval. Staff of CHET Instructional Design developed the
terminal objectives, enabling objectives, assessment, and evaluation process for the instruction of the course, which
will be computer-based training.
● Completed a Storyboard as a preliminary review for the computer-based training and have submitted to stakeholders
for review.
In addition, the project Kick-off meeting was conducted on December 1, 2016. In attendance were Emily Frank (Project
Manager), Georgia Garrison (Project Sponsor), and Judie Thompson (Project Owner).
PLANS
Once approval of the Design Document is complete, CHET Instructional Design will work on the storyboard for the CBT.
ISSUES/PROBLEMS
The Learning Management System that PJ Enterprises currently uses is outdated. (See “Notes” below.
RED FLAGS--None at this time.
YELLOW FLAGS
Having a hard time getting schedule together of all phone operators to plan training roll-out because the scheduler is out of
town on PTO.
NOTES
If requested, CHET Instructional Design can provide access to its LMS, Blackboard Collaborate, for all employees to complete
the training on a fee-per-user basis. (See “Issues/Problems” above.)
Page 68 of 74

Change Request Form -- Submitted
CHANGE REQUEST FORM (3 PAGES)
Before completing this form, you need to select the next number from the central Change Request Register and give a high-level description of
the nature of the change. This form is then submitted in accordance to the change control process and is assessed for its merit and degree of
impact on the project.
Project: PJ Enterprises Customer Satisfaction Improvement
Project/Product Database Training
Project Manager: Emily Frank Date: 12/7/16
Change Title: LMS Access Requester: Georgia Garrison
Change
Number: 001
CATEGORY
□ Function □ Schedule ✓ Cost □ Scope ✓ Resources
□ Requirements/Deliverables □ Testing/Quality
PURPOSE
□ Corrective Action □ Preventative Action ✓ Updates □ Other
DESCRIPTION OF REQUESTED CHANGE: Access to CHET Instructional Design LMS
REASON FOR CHANGE
Current LMS is out of date
Page 69 of 74

POTENTIAL BENEFITS OF CHANGE
Faster, updated LMS for employees to complete training
IMPACT ON PROJECT
(Enter brief description in appropriate areas.)
TECHNICAL
Access to newer, updated LMS for training
FINANCIAL
35 users x $50/user= $1750
STRATEGIC
END USER /
CUSTOMER
STAKEHOLDER
QUALITY
Faster and more efficient delivery of the CBT
TIME FRAME
Not affected
Page 70 of 74

CHANGE REQUEST DECISION SIGNATURES
PROJECT MANAGER:
__________________________________________________________ ____________________
(Signature) (Date)
Emily Frank, Project Manager, CHET Instructional Design
PROJECT SPONSOR:
__________________________________________________________ ____________________
(Signature) (Date)
George Garrison, Vice President of Sales and Operations, PJ Enterprises
PROCUREMENT
CHET will provide 35 initial user site Licenses for Blackboard collaborate.
RESOURCES
Blackboard Collaborate LMS will be provided to PJ Enterprises by remote access through a
secured VPN network. Users must have access to a computer and internet. CHET will
provide instructions for accessing the VPN, training passwords for the 35 end users, and the
CBT will be loaded on the LMS ready for use.
ALTERNATIVES CONSIDERED
REASONS FOR REJECTION
STATUS □ APPROVE □ REJECT □ DEFER
JUSTIFICATION
Page 71 of 74

Meeting Agenda:
PJ Enterprises Product Database Training
Time: 12 p.m. to 1 p.m. CST
Location: CHET Instructional Design, Conference Room A, 712 Broadway St South, Menomonie, WI 54751
Presider: Emily Frank, Project Manager
PJ Enterprises Invitees: Georgia Garrison, Project Sponsor; Judie Thompson, Project Owner
MEETING OBJECTIVE
Review and accept or reject Change Request Form (Change Number 001)
AGENDA
Start Time Speaker Agenda Item
12 p.m. Emily Welcome
12:05 p.m. Emily Brief Progress Update
12:20 p.m. Georgia Introduction of Change Request
12:30 p.m. All Discussion of Change Request Form
12:45 p.m. Georgia & Emily Approval of Change Request Form (Action Required)
12:50 p.m. Emily Next Steps &
Other Items
1 p.m. Emily Adjourn
ATTACHMENTS
Change Request Form 001
Page 72 of 74

Meeting Minutes
PJ Enterprises Product Database Training
Time: 12 p.m. to 1 p.m. CST
Location: CHET Instructional Design, Conference Room A, 712 Broadway St South, Menomonie, WI 54751
Presider: Emily Frank, Project Manager
PJ Enterprises Attendees: Georgia Garrison, Project Sponsor; Judie Thompson, Project Owner
MEETING OBJECTIVE
Review and accept or reject Change Request Form (Change Number 001)
MINUTES
Emily Frank (Project Manager) of CHET Instructional Design welcomed PJ Enterprises managers Georgia Garrison and Judie
Thompson and provided a brief project progress update. All deliverables remain on schedule and CHET has submitted a
storyboard for the computer-based training to PJ Enterprises. Judie Thompson noted that the storyboard is being review by
their team and feedback should be back to CHET within one week.
The discussion then turned to the Change Request Form #001 submitted by Georgia Garrison on December 7, 2016. The
original Project Management Plan had noted that all software was the responsibility of PJ Enterprises; however, the last
Project Progress Report (Dec. 6, 2016) noted that PJ Enterprises’ LMS is slow and outdated. Georgia shared after receiving this
report she had discussed the issue further with Cally Mervine, Instructional Designer at CHET, and with PJ Enterprises’ IT
Manager. Based on the report and these conversations, PJ Enterprises is requesting the use of CHET’s LMS, Blackboard
Collaborate, for the product database training. Emily noted that this could be provided at $50/user, and was not in the initial
budget; the timeline would not be affected by this change.
Judie questioned what alternatives had been considered and Georgia shared that she had investigated replacing their current
LMS and the cost was $7000 for implementation and a one-year license for up to 300 users. PJ Enterprises anticipates no more
than 50 individuals will use the LMS in its first year and no other CBTs are currently being offered. Judie noted that she agreed
using CHET’s LMS was the best option.
Georgia and Emily both approved and signed the Change Request Form, Number 001 (copy attached). Emily will have an
invoice for 35 users at $50 each ($1750 total) sent via email to PJ Enterprises. Payment in full must be received before access
is granted.
Appreciation for the efficient resolution was shared by all. No additional items required discussion at this time.
Meeting adjourned at 12:43 p.m.
Page 73 of 74

Invoice
Date: 12/11/2016
Invoice #: 1236
CHET Instructional Design
712 Broadway St South
Menomonie, WI 54751
715-232-1122
CHETID@gmail.com
BILL TO
PJ Enterprises
412 Technology Drive E
Menomonie, WI 54751
715-232-8998
info@pjenterprises.org
Customer ID 58223
SHIP TO
PJ Enterprises
412 Technology Drive E
Menomonie, WI 54751
715-232-8998
info@pjenterprises.org
Customer ID 58223
Salesperson Job Shipping
Method
Shipping
Terms
Delivery
Date
Payment
Terms
Due Date
Amy Bushnell Via email Upon receipt
of payment
Due upon
receipt
12/12/16
Qty Item # Description Unit Price Discount Line Total
35 122 Licenses for Blackboard Collaborate $50/user $1750
Subtotal $1750
Sales Tax n/a
Total $1750
Make all checks payable to CHET Instructional Design
THANK YOU FOR YOUR BUSINESS!
Page 74 of 74

EDUC768_FINAL_FinalProject_Team4_CHET

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