Project Planning

Once a project charter has been signed off, the project planning begins. It is critical not to overlook this step, especially when there is an increased rush or emphasis on digging in and getting right to the work. According to KPMG Canada, poor project planning was found to be one of the top three reasons projects fail (Hicks, 2022).

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This phase can include a variety of documents given the nature and length of the project. The documents completed for the case study included:

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• Work breakdown structure. This identified all the steps in the planning process.

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• Project schedule. This outlined individual tasks and their corresponding deadlines to keep the project on track.

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• Communications matrix. This specified how and when stakeholders and project contributors would be updated on project details and timelines.

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• Change request form. This was a formal way of accepting a change or addition to the currently defined project scope. When a change request form is signed off by both the client and project manager, it approves any cost and timeline variance from the original project charter.

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Included in this phase was the development of an instructional design document for computer-based training to educate telephone operators on proper telephone etiquette, a common customer complaint. Using proper telephone etiquette would increase a customer's satisfaction score and the likelihood of him/her continuing to do business with the company.  

 

The design document incorporated Cognitive Learning Theory, Malcolm Knowles Theory of Andragogy and Keller’s ARCS motivational model. The training linked knowledge of proper telephone etiquette with customer satisfaction, in addition to company goals and personal incentives. The training also addressed the metrics each telephone operator would be assessed on. Appropriate Absorb-Do-Connect activities were developed to align with these objectives.

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Once the instructional design document was approved, a storyboard was developed. This included screen content, images, audio narration, technical directions for the developer, Universal Design for Learning principles and accessibility standards.

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