Project Internal Support
March 2021
Document Status: Draft | In Review | Approved
Introduction:
Our plan is to create an internal support plan for support teams so that they can meet the
scale of the new service and provide support to the growing customer base.
Goals of Project
SMART: Specific, Measurable, Actionable, Relevant, and Time-bound
● Create internal workflows and training plans for the support team so they can
meet the scale of the new service before the launch of the service.
Deliverables
● Training at least 90% of staff before the launch of product
● Set up and install order processing software before launch
Create sustainable fulfillment and delivery practices for day to day operations
Business Case / Background
This will enable teams to support the growing base of customers, make the revenue
streams more efficient and to ensure the team provide excellent customer service to
our customers.
Benefits, Costs, and Budget
Benefits
● Improve customer service
● Make it easier for teams to provide a better service
● Increase in good customer service equals increase in revenue
Costs:
● Set up and install order processing software
● Training of employees
Budget needed:
● £200,000
Scope and Exclusion
In Scope:
Setting up software
Installing software
Training of teams
Out of Scope:
Six months to fully implement all training and operational protocols necessary for Plant Pal
customers.
Project Team
Project Sponsor-Director of Product
Project Lead-Fatima Shah
Project Team
Quality assurance tester
Humans resource specialist
Financial analyst
Inventory manager
Additional Stakeholders
Fulfillment director
Measuring Success:
What is acceptable:
Set up order processing software to make Plant Pals revenue streams more efficient. This must be
installed before launch
Train 90% of employees before launch