Activity Template_ Project charter_Operations&Training Plan-Plant Pals_141123
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School
British Columbia Institute of Technology *
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Course
0102
Subject
Information Systems
Date
Dec 6, 2023
Type
docx
Pages
3
Uploaded by SuperParrot3778
Project Plant Pals
Operations & Training Plan
November 10th 2023
Document Status:
Under Review
| In Review | Approved
Executive Summary:
Our plan is to create a sustainable fulfillment and delivery practices for the Plant Pals service’s
day-to-day operations.
Project Goal
SMART: S
pecific,
M
easurable,
A
ttainable,
R
elevant, and
T
ime-bound
●
Increase revenue of 5% for Office Green by ensuring that Plant Pals project
and service runs smoothly
Deliverables
1.
Deliver 95% of orders on time within one month launch, by creating a plant
delivery and logistic plan by purchasing delivery trucks, hiring drivers and
calculating delivery fees.
2.
Make revenue streams more efficient and ensuring that all orders should be
packaged and ready for shipment in 2 business days, by setting-up, installing
and maintaining an order processing and supply chain management software.
3.
Maintain excellent service standards by training 90% of employees before the
official service launch thanks to an employee training program (create
Communications plan, prepare and schedule training lessons and sessions).
Business Case / Background
Why are we doing this?
●
To meet demands of the Plant Pals service, we will create internal processes
and training procedures for support teams; which will help mitigate potential
revenue losses due to late shipments and cancellations by ensuring an efficient
and high-quality customer experience.
Benefits, Costs, and Budget
Benefits:
●
Support new service leading to 5% revenue increase, reduce late shipments
and related costs, increase customer satisfaction
●
Additional benefits (optional)
:
○
make revenue streams more efficient with orders ready to be shipped in
2 Business Days
○
maintain excellent service standards by training 90% of Customer
Support employees who will be experts in the service support and
motivated in the project.
Costs:
●
Price of software, installation fees, time spent on hiring and training
●
Additional cost areas (optional)
:
○
Delivery flee management and staff, as well as delivery fees.
○
Software maintenance
○
Training materials and training updates on the service
Budget needed:
●
$150,000
Scope and Exclusion
In-Scope:
●
Customer service standards, delivery processes, training protocols
●
Other in-scope items (optional)
:
○
Software installation, set-up, and maintenance
Out-of-Scope:
●
Product development, vendor contracts
●
Other out-of-scope items (optional)
:
○
Product Sales
○
Customer Acquisition KPIs
Project Team
Project Sponsor:
Director of Operations
Project Lead:
Project Manager (Le Tien Dat Nguyen)
Project Team:
Fulfilment Director, Quality Assurance Tester, Inventory Manager,
Financial Analyst, Human Resources Specialist, Training Manager
Additional Stakeholders:
VP of Customer Success, Account Manager, Receptionist,
Sales Director, Sales Team, Marketing Director, Investors
Measuring Success
What is acceptable:
1.
5% increase in revenue six months after the launch of Plant Pals
2.
5% increase in customers loyalty six months after the launch of Plant Pals
3.
5% decrease of orders cancellation or delivery complaints after the “Operations
and Training plan” for Plant Pals has been implemented.
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