January 1, '07January 8, '07January 15, '07January 22, '07January 29, '07February 5, '07February 12, '07February 19, '07February 26, '07March 5, '07March 12, '07March 19, '07March 26, '07April 2, '07
FSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSSMTWTFSS
Indicators
Task Name
Duration
Start
Finish
Predecessors
Resource Names
-Customer Service Ramp Up69 days?Mon 01.01.07Thu 05.04.07
Read the note for an explanation of the purpose of the template0 daysMon 01.01.07Mon 01.01.07
-Initial Assessment5 days?Mon 01.01.07Fri 05.01.07
-Perform Product Review5 days?Mon 01.01.07Fri 05.01.07
Identify typical product usage scenarios1 day?Mon 01.01.07Mon 01.01.071Customer Service Team
Identify typical customer types1 day?Tue 02.01.07Tue 02.01.074Customer Service Team
Identify anticipated product problem points1 day?Wed 03.01.07Wed 03.01.075Customer Service Team
Determine solutions for product points 1 day?Thu 04.01.07Thu 04.01.076Customer Service Team
Document product review results1 day?Fri 05.01.07Fri 05.01.077Customer Service Team
Product Review COMPLETE0 daysFri 05.01.07Fri 05.01.078
-Service Planning5 days?Mon 08.01.07Fri 12.01.07
-Design Support Services 4 days?Mon 08.01.07Thu 11.01.07
-Design Customer Service Contact Scenarios 1 day?Mon 08.01.07Mon 08.01.07
Online support1 day?Mon 08.01.07Mon 08.01.079Customer Service Team
Phone support1 day?Mon 08.01.07Mon 08.01.079Customer Service Team
On-site support1 day?Mon 08.01.07Mon 08.01.079Customer Service Team
Design of customer service contact scenarios COMPLETE0 daysMon 08.01.07Mon 08.01.0713,14,15
-Develop Levels of Customer Service (Free and Paid)3 days?Tue 09.01.07Thu 11.01.07
Identify types of problems to be solved 1 day?Tue 09.01.07Tue 09.01.0716Customer Service Team
Identify service delivery options1 day?Wed 10.01.07Wed 10.01.0718Customer Service Team
Determine required skill sets for various support options1 day?Thu 11.01.07Thu 11.01.0719Customer Service Team
Customer Service Level Design COMPLETE0 daysThu 11.01.07Thu 11.01.0720
Design of Support Services COMPLETE0 daysThu 11.01.07Thu 11.01.0721
Service Planning & Design COMPLETE1 day?Fri 12.01.07Fri 12.01.0722
-Service Delivery Infrastructure Planning35 days?Mon 08.01.07Fri 23.02.07
-Resources Requirements3 days?Mon 15.01.07Wed 17.01.07
Estimate demand for customer support (all options)1 day?Mon 15.01.07Mon 15.01.0723Customer Service Lead
Estimate resource requirements1 day?Tue 16.01.07Tue 16.01.0726Customer Service Lead
Estimate effort to hire new resources1 day?Wed 17.01.07Wed 17.01.0727Customer Service Lead
Resource Planning COMPLETE0 daysWed 17.01.07Wed 17.01.0728
-Training & Readiness35 days?Mon 08.01.07Fri 23.02.07
-Training Needs Assessment10 days?Mon 08.01.07Fri 19.01.07
Review output of product review phase1 day?Mon 08.01.07Mon 08.01.079Content Developer
Review anticipated skill sets of support resources1 day?Thu 18.01.07Thu 18.01.0729Content Developer
Determine product-specific training needs0 days?Fri 19.01.07Fri 19.01.0732,33Customer Service Lead,Content Developer
Training Needs Assessment COMPLETE0 daysFri 19.01.07Fri 19.01.0734
-Training Planning26 days?Fri 19.01.07Fri 23.02.07
-Content Development Planning9 days?Fri 19.01.07Wed 31.01.07
Determine methods for delivering training 1 day?Fri 19.01.07Mon 22.01.0735Content Developer
Determine form factor for training content 1 day?Mon 22.01.07Tue 23.01.0738Content Developer
Identify internal resources that can review training materials 1 day?Tue 23.01.07Wed 24.01.0739Customer Service Lead
Determine training course topics1 day?Wed 24.01.07Thu 25.01.0740Content Developer
Determine number of training courses1 day?Thu 25.01.07Fri 26.01.0741Content Developer
Design student materials 1 day?Fri 26.01.07Mon 29.01.0742Content Developer
Draft description of training program/courses1 day?Mon 29.01.07Tue 30.01.0743Content Developer
Draft content development budget 1 day?Tue 30.01.07Wed 31.01.0744Content Developer
Content Development Planning COMPLETE0 daysWed 31.01.07Wed 31.01.0745
-Training Delivery Planning15 days?Wed 31.01.07Tue 20.02.07
-Assess Trainer Needs & Options9 days?Wed 31.01.07Mon 12.02.07
Identify internal resources that can serve as potential trainers 1 day?Wed 31.01.07Thu 01.02.0746Customer Service Lead
Determine whether additional trainers will be needed 1 day?Thu 01.02.07Fri 02.02.0749Customer Service Lead
-Review Outsourcing Options - Training Delivery7 days?Fri 02.02.07Mon 12.02.07
Review expertise of potential vendors1 day?Fri 02.02.07Mon 05.02.0750Customer Service Lead
Review cost1 day?Mon 05.02.07Tue 06.02.0752Customer Service Lead
Review service levels1 day?Tue 06.02.07Wed 07.02.0753Customer Service Lead
Review customer references1 day?Wed 07.02.07Thu 08.02.0754Customer Service Lead
Determine time required to ready external trainers 1 day?Thu 08.02.07Fri 09.02.0755Customer Service Lead
Make outsourcing decision 1 day?Fri 09.02.07Mon 12.02.0756Customer Service Lead
Outsourcing Review COMPLETE0 daysMon 12.02.07Mon 12.02.0757
Trainer Needs Assessment COMPLETE0 daysMon 12.02.07Mon 12.02.0758
-Training Delivery Logistics6 days?Mon 12.02.07Mon 19.02.07
Create training delivery schedule 1 day?Mon 12.02.07Tue 13.02.0759Customer Service Lead
Determine training delivery locations1 day?Tue 13.02.07Wed 14.02.0761Customer Service Lead
Review outsourcing options - event logistics1 day?Wed 14.02.07Thu 15.02.0762Customer Service Lead
Develop training delivery budget 1 day?Thu 15.02.07Fri 16.02.0763Customer Service Lead
Training Delivery Logistics COMPLETE1 day?Fri 16.02.07Mon 19.02.0764
Create training plan with outputs of Content Development & Training Delivery Phases 1 day?Mon 19.02.07Tue 20.02.0765Customer Service Lead
Training Delivery Planning Complete0 daysTue 20.02.07Tue 20.02.0766
-Finalize Training Planning4 days?Tue 20.02.07Fri 23.02.07
Draft Overall Budget1 day?Tue 20.02.07Wed 21.02.0767Customer Service Lead
Acquire executive sign-off on budget1 day?Wed 21.02.07Thu 22.02.0769Customer Service Lead
Acquire executive sign-off on training plans 1 day?Thu 22.02.07Fri 23.02.0770Customer Service Lead
Training Planning COMPLETE0 daysFri 23.02.07Fri 23.02.0771
-Technology Infrastructure2 days?Mon 15.01.07Tue 16.01.07
Build technology infrastructure plan (separate project plan required)1 day?Mon 15.01.07Mon 15.01.0723Technology Lead
Determine technology budget1 day?Tue 16.01.07Tue 16.01.0774Technology Lead
Technology infrastructure planning COMPLETE0 daysTue 16.01.07Tue 16.01.0775
Service Delivery Planning COMPLETE0 daysTue 16.01.07Tue 16.01.0776
-Business Performance Planning3 days?Fri 12.01.07Tue 16.01.07
Determine business objectives of support services1 day?Fri 12.01.07Fri 12.01.0722Customer Service Lead
Determine success metrics1 day?Mon 15.01.07Mon 15.01.0779Customer Service Team
Determine cost efficiency standards1 day?Tue 16.01.07Tue 16.01.0780Customer Service Team
Business Performance Planning COMPLETE0 daysTue 16.01.07Tue 16.01.0781
-Build Customer Service Program 44 days?Wed 17.01.07Mon 19.03.07
-Training/Readiness Development17 days?Fri 23.02.07Mon 19.03.07
-Training Content Development10 days?Fri 23.02.07Thu 08.03.07
Assemble content development team1 day?Fri 23.02.07Mon 26.02.0772Customer Service Lead
Define roles and responsibilities1 day?Mon 26.02.07Tue 27.02.0786Customer Service Lead
Create content development schedule1 day?Tue 27.02.07Wed 28.02.0787Customer Service Lead
-Build Training Content7 days?Wed 28.02.07Thu 08.03.07
Review existing intellectual property 1 day?Wed 28.02.07Thu 01.03.0788Content Developer
Develop beta content1 day?Thu 01.03.07Fri 02.03.0790Content Developer
Perform SME review of training content1 day?Fri 02.03.07Mon 05.03.0791Content Developer
Revise and update content1 day?Mon 05.03.07Tue 06.03.0792Content Developer
Create "cheat sheets" and additional learning resources for customer support1 day?Tue 06.03.07Wed 07.03.0793Content Developer
Acquire final content approval1 day?Wed 07.03.07Thu 08.03.0794Customer Service Lead
Content Development COMPLETE0 daysThu 08.03.07Thu 08.03.0795
-Develop Training Delivery Engine8 days?Thu 08.03.07Mon 19.03.07
Create additional "train the trainer" learning materials 1 day?Thu 08.03.07Fri 09.03.0796Content Developer
Create proficiency exams1 day?Fri 09.03.07Mon 12.03.0798Content Developer
Train additional trainers 1 day?Mon 12.03.07Tue 13.03.0799Trainer
Prepare training venues1 day?Tue 13.03.07Wed 14.03.07100Logistics
Create communications plan 1 day?Wed 14.03.07Thu 15.03.07101Customer Service Lead
Provide new hires with information on training program 1 day?Thu 15.03.07Fri 16.03.07102Customer Service Lead
Send out communication to existing support resources regarding new training plan1 day?Fri 16.03.07Mon 19.03.07103Customer Service Lead
Training Delivery Engine Development COMPLETE0 daysMon 19.03.07Mon 19.03.07104
Training/Readiness Development COMPLETE0 daysMon 19.03.07Mon 19.03.07105
-Build Technology Infrastructure2 days?Wed 17.01.07Thu 18.01.07
Design and develop technology solution (separate schedule required)1 day?Wed 17.01.07Wed 17.01.0776Technology Lead
Test technology infrastructure1 day?Thu 18.01.07Thu 18.01.07108Customer Service Team,Technology Lead,Content Developer
Technology Infrastructure Development COMPLETE0 daysThu 18.01.07Thu 18.01.07109
-Customer Service Program Development5 days?Wed 17.01.07Tue 23.01.07
Build customer service programs1 day?Wed 17.01.07Wed 17.01.0782Customer Service Team
Perform subject matter expert review 1 day?Thu 18.01.07Thu 18.01.07112Customer Service Team
Perform user acceptance testing with customers1 day?Fri 19.01.07Fri 19.01.07113Customer Service Team
Revise programs and related processes 1 day?Mon 22.01.07Mon 22.01.07114Customer Service Team
Acquire executive sign-off1 day?Tue 23.01.07Tue 23.01.07115Customer Service Lead
Customer Service Program Development COMPLETE0 daysTue 23.01.07Tue 23.01.07116
-Program Deployment46 days?Fri 19.01.07Fri 23.03.07
-Resource Readiness4 days?Mon 19.03.07Thu 22.03.07
Hire new resources 1 day?Mon 19.03.07Tue 20.03.0795,105Customer Service Lead
Train new resources1 day?Tue 20.03.07Wed 21.03.07120Trainer
Certify new resources1 day?Wed 21.03.07Thu 22.03.07121Customer Service Lead
Resource Readiness Training COMPLETE0 daysThu 22.03.07Thu 22.03.07122
Deploy technology infrastructure1 day?Fri 19.01.07Fri 19.01.07109Technology Lead
Deploy new customer service programs1 day?Thu 22.03.07Fri 23.03.07122,124Customer Service Lead
Program Deployment COMPLETE0 daysFri 23.03.07Fri 23.03.07125
-Post Launch 10 days?Fri 23.03.07Thu 05.04.07
-Engage in Post Launch Preparation Activities5 days?Fri 23.03.07Thu 29.03.07
Determine success metrics1 day?Fri 23.03.07Mon 26.03.07126Customer Service Team
Create method for tracking common problems and solutions1 day?Mon 26.03.07Tue 27.03.07129Customer Service Team
Create method to track support issues vs. product aspects 1 day?Tue 27.03.07Wed 28.03.07130Customer Service Team
Create method for distributing common solutions to all support resources1 day?Wed 28.03.07Thu 29.03.07131Customer Service Team
Post Launch Preparation COMPLETE0 daysThu 29.03.07Thu 29.03.07132
-Monitoring 6 days?Thu 29.03.07Thu 05.04.07
Monitor customer support issues - look for common problems1 day?Thu 29.03.07Fri 30.03.07133Customer Service Team
Aggregate best practices (solutions) - distribute to support services1 day?Fri 30.03.07Mon 02.04.07135Customer Service Team
Review support data, determine which product aspects cause the most support incidents1 day?Mon 02.04.07Tue 03.04.07136Customer Service Team
Review resource performance, determine which ones are the most effective1 day?Tue 03.04.07Wed 04.04.07137Customer Service Team
Revise training materials based on data collected from customer service program1 day?Wed 04.04.07Thu 05.04.07138Content Developer
Post Launch Activities COMPLETE0 daysThu 05.04.07Thu 05.04.07139
Customer Service Program Development COMPLETE0 daysThu 05.04.07Thu 05.04.07140
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