Wells Fargo Project Charter Paper

Running head: PROJECT CHARTER 1

Project Charter

Natasha Bing

Grantham University

PROJECT CHARTER 2

Purpose of Statement

Ensuring that all Wells Fargo team members are in compliance of the Wells Fargo vision which is: “We want to satisfy our customers’ financial needs and help them succeed financially.”

1) Scope Of Work

Guarantee that all team members have the appropriate skill set(s) so that they are capable of helping customers across all business segments be

Responsibilities may include assisting with hiring, training, coaching and developing a highly engaged service team. Effective at observing, coaching/mentoring, and providing feedback to guarantee consistent service team performance and excellent customer satisfaction.

• Lead Teller-able to manage various tasks including exceptional customer service in all customer interactions, managing and resolving customer concerns, adhering to all policy and procedures to minimize errors and mitigate risk on behalf of our customers, while providing information on new products and services. Able to work under minimal supervision to include handling teller duties with more additional tasking pertaining to regulatory compliance.

• Teller-Introduce customers to new products and services, and generate leads for other team members of the sales team to close. They will consistently go out the way to please

PROJECT CHARTER 4 our customers by greeting our customers, making them feel welcome and also engaging customers to learn about their financial

Activities that will be taking place during the project:

• Outline the problem

• Take notes of all known issues as they correlate to the Statement of Work and the risk that may be associated with it

• Recognize corrective action(s) and those personnel of whom should be held responsible/accountable

• Note the issue

• Complete a follow-up until it is annotated that all issues have been resolved

PROJECT CHARTER 5

All parties within the organization shall determine an escalation manager as it pertains to their area of business. For Wells Fargo, Store Manager/Service Manager or delegate is the primary contact for issue escalation. During this cycle all escalation should be resolved.

4) Delivery Schedule

Statement of Work covers the period from 04/19/16 through 05/27/16.

5) Pricing

All services shall be delivered under this Statement of Work at a cost of $217,000.

6) Measures of Success

Step 1: Determine whether survey was a top box or not

• Look at the customer satisfaction data to see what it is telling

Step 2: Challenge and redefine the