Project Closeout Report: Operations & Training Plan
Status: Draft
Date: 09-09
Author: Project Manager
Project Sponsor Operations Director
Project Team Financial Analyst, Fulfillment Director, HR Specialist, Quality Assurance
Tester, Customer Service Manager, IT Manager, Inventory Manager,
Training Manager
Project Duration March 1-September 6
Executive Summary
The purpose of this project was to establish operational systems and procedures for Office
Green’s new Plant Pals service. The team established a delivery plan, installed supply chain
management software and equipment, and successfully implemented an employee training
program for the new service. The project went slightly over budget, but stayed on schedule. The
team encountered issues with fulfillment and customer satisfaction that still need to be
addressed.
Key Accomplishments
● Established plant delivery and logistics plan that brought delivery costs down by 50
cents per unit
● Selected and installed supply chain management software and equipment, which helped
speed up plant procurement and sourcing
● Trained over 75% of employees before the service launch, boosting efficiency
● Installed new software to manage incoming orders, making the ordering process more
efficient
● Sent test batches to customers to refine product quality and delivery protocols
● Ran an ongoing customer survey to gather information on customer satisfaction
● Implemented feedback from customer surveys, increasing on-time deliveries by 10%
and satisfaction with customer service by more than 42%
● Implemented operations for Plant Pals service launch, creating a stable revenue stream
Lessons Learned
What went well?
● The plant delivery and logistics plan, once properly implemented, brought down costs.
● The training program was effective at educating 75% of employees about new services
procedures and standards, which boosted efficiency.
What went wrong? How did you resolve the issue?
● The team incorrectly planted 10% of plants because there were no agreed-upon
protocols. We addressed it by standardizing potting protocols.
● On-time deliveries went from 80% to 90% during the test launch, by hiring more drivers
and reassessing delivery routes.
● Customer service had issues with software, making it difficult for them to handle
customer complaints. The IT Specialist resolved the issue quickly.
Open Items
● Continue to monitor results for additional improvements.
● Continue to improve delivery processes to hit our 95% on-time target.
Next Steps and Future Considerations
● Schedule more delivery drivers for earlier shifts to meet customers’ preferred delivery
window.
● Moving forward, ensure planting and delivery procedures are aligned with company
standards.
● Allocate more resources to customer support to minimize complaints.
● Create an ongoing training schedule for employees on best practices for product quality,
delivery, and customer satisfaction.
Project Timeline
March 1-April 9 Established a plant delivery and logistics plan
April 12-April 30 Selected & installed supply chain management software and
equipment
May 3-June 11 Trained over 75% of employees before sending out test batches
June 10-15 Installed software to manage incoming orders
June 21-August 16 Sent test batches to customers
June 21-July 19 Conducted a customer satisfaction survey
July 5-July 30 Implemented feedback from customer satisfaction survey
September 6 Implemented internal operations for the official service launch
Resources and Project Archive
● Project Plan
● ROAM Analysis
● Status Report
● Escalation Email
● Presentation of Customer Feedback
● Meeting Agenda
