PJ Enterprises develops, manufactures, and markets gifts, apparel, and home accessories through its retail location and mail-order catalog division. PJ Enterprises exceeded its revenue expectations last year and has a number of growth goals for next year, including increasing overall sales, growing customer lists for catalog distribution, and improving customer service scores. In light of their aggressive goals for this year, PJ Enterprises requested that Superior Solutions develop a training program for telephone operators that will make them experts in catalog product offerings, with end goals of increasing catalog sales, improving employee satisfaction, and reducing customer complaints.

Prior to developing this training program, Superior Solutions performed a comprehensive gap analysis to determine the nature and causes of the gaps between the current state of operations at PJ Enterprises and its desired end state. Superior Solutions recommended a number of solutions to the issues identified as hindering PJ Enterprises from meeting its goals to Project Sponsor, Jane MacKenzie. On behalf of PJ Enterprises and based on Superior Solutions’ analysis, Jane determined the most appropriate solutions for phase one of this project are creation of an updated electronic product guide and a telephone operator training on etiquette, sales techniques, and using the electronic product guide.