This project includes a Project Development Plan (PDP), face-to-face and computer-based learning modules, Quality Matters rubrics, and a close-out plan.

Purpose: Improve the call-center employee performance at SykkelParts, Inc., by addressing phone etiquette, problem-resolution techniques, and identifying appropriate customer level support.

Target Audience: Call-center employees

Client: SykkelParts, Inc. (fictitious bicycle parts company)

Tools Used: Adobe InDesign and Illustrator, Articulate Storyline 360, FreePic, Twine, and Microsoft Office

Year: 2023

Business Case Study

Our team was tasked to evaluate the Key Performance Indicators (KPIs) and recommend training objectives for a fictitious European bicycle parts company called SykkelParts, Inc. Analysis of the KPI and business objectives revealed low performing customer call-center support, low customer satisfaction numbers, and difficulty expanding into the U.S. market. In response, we created a Project Management Plan with in-person and online training services to rejuvenate the company's call center KPI's and refocus on brand awareness across the company.

To successfully plan and implement a large-scale human performance training program, we created a Project Management Plan that analyzed the project in detail using multiple planning requirements. Select examples of the plan can be seen in  the PDF document below.

• Gap Analysis

• Project information and stakeholders

• Project  milestones, dates, and estimated costs

• Work Breakdown Structure (WBS)

• Project schedule

• Change request form and tracker

*The full Project Management Plan can be viewed upon request.

Creating a Gap Analysis

We investigated the company background and KPIs to provided a gap analysis:

Problem: The company uses out-of-date or ineffective customer service skills – politeness and professionalism – for call center operators, and there is confusion concerning company call center policies and KPIs. Call center operators may not be aware of company policies and when they are violating these standards. Employees may not be aware of the company branding and improvement efforts.

Solution: Create a human-performance training solution that trains all employees in call-center customer service skills and customer escalation policies. The training should improve brand awareness across markets. Sales could be improved by transitioning to a more robust and user-friendly online platform. Further analysis is required to determine the causes of the drop in sales, including a comparison of demographic data for customers using online sites vs. call centers.

Writing Business Objectives

During the creation of the Project Management Plan, our team focused on clearly defining the business objectives for our training program. 

• Employees master 100% of company policies within 12 weeks of training and pass 80% of proficiency assessment questions.

• Increase customer survey satisfaction by 20% within 2 months through employee Face-to-Face or CBT training programs focused on call etiquette and call-center procedures.

Identifying Scope

Next, we decided what training deliverables would be needed to achieve the business objectives, and we translated the business objectives into performance objectives. We then brainstormed requirements and resources for the project and created an in-scope and out-of-scope list.

Breaking Down the Work

We generated a Work Breakdown Structure (WBS) to help us understand the tasks or activities to achieve the scope of work (De Furia, 2009, pg. 41). The tasks that make up the Work Breakdown Structure were organized by ADDIE Model so that different categories of work could be organized into the same stages. Tasks were defined as any work that would take 40 to 80 hours of effort to achieve the completion of the deliverables.

Marking Milestones

The tasks were then organized into Milestones by deliverables, dates, and an estimated cost using a Functional Estimate of labor (De Furia, 2009, pg. 64).

Creating a Schedule

The deliverables, tasks, and milestones were entered into a project management software to create a Gantt Chart of our work by tasks and milestones. Seeing the duration of work would help us understand if the project was on schedule or behind and by how many days.

Tracking Changes

Understanding the assumptions in our planning helped us plan for breakdowns or barriers when implementing our project. Using feedback on our project, we created a list of assumptions that needed to be addressed and tracked any changes to the scope of work, deliverables, and tasks in our Change Request Form and Tracker. Careful tracking all proposed changes is critical for keeping project work in scope and moving forward. 

Closing the project

A closing document for the project was made in order to track the project’s deliverables, milestones, work completion, outstanding vendor payments, and maintenance work for the project as it wraps up. Also, a close-out plan helps to track any residual risks, handovers, and accomplishments to stakeholders. The draft close out document can be seen below. 

With the project’s business objective, requirements, deliverables, assumptions, and schedule worked out, it was time for our team to turn to the design stage of the project. Learning about the project scope and objectives allowed us to plan for two deliverables:

• Face-to-face training and facilitator’s guide

• SCORM compliant and Computer-Based Training module

Aligning learning objectives with activities

First, we collected information about the learner characteristics, tasks, and communication models used in the call-center industry. Then we created an Alignment Chart with the performance and enabling goals, activities, and assessments clearly laid out (see Alignment Chart below). 

Developing Style Guide and CBT Storyboard

In the developing stage, I created the Computer-Based Training Module's assessments, learning objects, and storyboard. Our team decided to use Articulte Storyline 360 as our development platform. Storyline 360 helped us easily create style guides and templates while controlling screen size and resolution for different delivery options. It also insured that export files for either online or for Learning Management System would be SCORM compliant.

Writing a branching story-based scenario

Even at the beginning of the project, our team recognized the potential for scenario-based training for this project. In the Computer-Based Training deliverable,  created three different scenario-based training activities that used action mapping and branching scenarios to formatively train learners how to make the correct decisions and actions while on the job.

I used Twine (https://twinery.org/), an online flowchart tool specifically designed for scenario-based writing. Twine allowed me to map out a detailed branching scenario story. The story employs constructivist learning theory and carefully scaffolded structure to help the trainee learn from mistakes and make their own learning choices. Each scene in the scenario provides three options for the learner to take: optimal, a minimal, and incorrect options. The consequences of the learning choices are played out in the story. Learners can replay the story as many times as they like.

*The full storyboard can be viewed upon request.

Evaluating the project

Evaluating the impact of the project may be the most important step in the Instructional Design process. It is important to build in assessments to evaluate the effectiveness of the instruction on three different levels (Morrison et. al., 2019).

1. The formative level assesses how well the instruction is meeting the learning objectives during the design process.

2. The summative level assesses how well the instruction meets learning objectives at the end of the project.

3. The confirmative level assesses the effectiveness of instruction over time.

To assess the effectiveness of our instruction, we created four Quality Assurance Rubrics using guidelines and examples from Quality Matters Standards (https://www.qualitymatters.org/qa-resources/rubric-standards). These rubrics would help measure the success of training through four criteria: course design, learning activities, assessment, and technology and accessibility.