The period of program performance including training will be 1 year and should begin on 1 August 2017 to 31 July 2019 which will ensure that all workers in the company have been trained on provision of service to customers. The training program should take a period of 4 months after which progress will be checked for all employees .Rest will be necessary and a break of between 2 days is necessary so that trainers can recover. The period will also be necessary to assess how the employees will be responding to the various changes introduced. After training, the employees will need to 2 weeks of actualizing what they have learnt in their respective areas, and especially those acting as customer service representatives. The new recruited employees will extend their training period for 6 months to ensure that they understanding the new working environment while at the same time gaining experience from the already experienced employees. The compensation and bonuses program will be in place for two years, promotion will be done after the same period while review of this program will be done after the same period. This is important to keep the morale of the employees high while providing enough time to grow in any introduced roles.

Project charter

  The manager for the entire program is Kate Monroe, and has been authorized from now hence forth to link up with the management of entire project in the organization. She is authorized to request for resources, delegate duties and responsibilities as they arise in the implementation and communicate with management for timely implementation. The manager is responsible for planning, monitoring progress and cost and entire implementation. She should also provide adjustment, assess performance and rectify where the process goes off-course.