Scenario; John Readings Pty Ltd

In order to build customer goodwill and satisfy its legal and ethical obligations, John Readings

has decided to implement a program within the Sales and Marketing departments to:

Inform Sales and customer service staff of legal and ethical obligations (particularly with

respect to WHS and anti-discrimination legislation) and any standards or codes of

conduct followed by the organisation,

Promote high standards in professional conduct (see John Readings Code of Conduct

and relevant legislation),

Inform clients and customers of John Readings commitments,

Achieve employee and client buy-in for initiative.

Develop the online knowledge management system or CRM to ensure all personnel

can easily access the necessary information to ensure all legal and ethical obligations

are adhered to.

You are an external consultant (from Ace Consultants) contracted by the Director of Sales

and Marketing to project manage activities to achieve the objectives above.

Quality standards for deliverables:

Clearly communicate legal obligations and John Readings obligations,

Contain as content or support company strategic directions,

No grammar or spelling errors,

Professional but friendly language,

Fair and flexible delivery for intended audience, and

Meet audience requirements and sensitive to information needs, cultural diversity.

Previous needs analysis for the project has uncovered characteristics and requirements of

John Readings Retail and commercial Clients:

Sales and Customer Service Staff	Clients (B2B)	Customers
Customer Service (retail) Under stress; time poor. Retail sales team are technical experts who are competent in selling and recommending authors, books etc. Unaware of legal, ethical requirement. Just want to please customers Even if aware, have no idea how to apply to daily customer practice. Unclear on overall strategic aims of JR Culturally diverse.	Cynical: e.g.'why do I have topay attention to JRs internal business? I just want them tomanage my property.' Time poor. Not sure of JR obligations and commitment to best-of-breed client service and ethical practice, or even their own code of conduct/ethics?	When staff are recommending books sometimes feel discriminated against on basis of: a. Lifestyle, b. Family status, c. Cultural background, and d. Income, etc.
Sales (publishing) reps Building relationships with clients Working from car-rarely in the office (often spend nights away from home) Attend book fairs and other B2B events Works territories and/or categories Under extreme pressure to perform and marry the face-toface with digital interactions	Feel that the sales reps should alert us to any issues with regard to specific books, authors and/or topics that may be contentious and/or compromise legislation and/or codes of ethics Culturally diverse. Not respected i.e. appointments made then theydon't show and don't bother to let us know.	Sales reps have been rude or insensitive on occasion: e.g.'you wouldn't treat your richclients or investment partners thisway'. Do not feel they are adequately consulted re. market needs/wants.

Project conditions are as follows:

Minimum of team members, Project Manager and at least 3 key stakeholders. The

Director, Sales and Marketing (the assessor) will determine composition of project

team.

NOTE:Engagement of at least 50 personnel are required throughout the project lifecycle.

The structure of the work should include roles for project sponsor, technical

experts, quality assurance of deliverables, project manager (yourself initially and,

after provisional approval, as negotiated with your team), and roles and

responsibilities for each team member to achieve the deliverables according to

standards, etc.

All reasonable resources (e.g. access to a room, computers, software and

templates) will be provided. Paper and telecommunications costs, for example, to

be covered by candidates. All resources must be costed and included in your

budget.

Budget: $ 1 million

Your Director, Sales and Marketing (the assessor) will suggest project deliverables,

for example, presentations, information sessions, posters, promotional materials,

etc. You may determine your own specific deliverables so long as they are agreed

to with stakeholders, meet project objectives, and adhere to budgetary constraints.

Project timeframe: 12 months from initial concept discussion to finalisation and

lessons learned.

• Project should include design, development, implementation, and evaluation

stages (with periodic quality review).

• Project status reports are due at 25%, 50% and 75% of allotted timeframe.

Project must be coordinated with other organisational projects, operations, etc.

You have met with the Director, Sales and Marketing and he has confirmed the following

members of their project team/s and human resources costs:

Project team members	Cost	Possible roles and responsibilities (deliverables)
Jack (works remotely)	$60 / hr	Develop poster/s for staff employees Develop and deliver training Create videos to illustrate professional conduct, Develop flyers or other literature, Develop a webpage, Design social media approaches, Develop and deliver presentations for employees/clients, Design and/or deliver surveys to assess effectiveness of communications and assist with project evaluation, Development of ethical charter.
Alice	$60 / hr
Cory	$60 / hr
Daisy	$60 / hr
Virtual team: must be included in planning and accounted for in budget
Mary Stewart (WHS consultant)	$150 / hr
John Ng (CPA)	$150 / hr
Pat Lee (Lawyer: anti-discrimination and privacy expert)	$150 / hr
QA person (works external to team to preserve integrity, providing quality review as required in project planning)	$100 / hr
IT Consultant To assist with the development and implementation of the knowledge management system	$200 / hr

Can you please help with the Stakeholder Engagement Plan? Addressing way of identifying and analysing stakeholders, (Stakeholder registers, Power / interest classifications) ; stakeholder management, stakeholder engagement and communication plans?