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BAC 821
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Information Systems
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Nov 24, 2024
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Upgrading a Customer Relationship Management (CRM) System Project Student’s Name
Institution
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Upgrading a Customer Relationship Management (CRM) System Project
Business organizations strive towards making profits and maintaining seamless communication with clients to improve and sustain their operations. To achieve this, the organization engages in various activities such as project management to install or upgrade their systems according to the required functions. Similarly, Mobic, a supply organization aims at improving its relationship with customers to enhance its business operations to maintain a competitive advantage in the supply industry. Specifically, Mobic will implement a customer relationship management project to improve communication with clients to enhance its business activities. The project applies an agile project management approach to undertake the activities and process for competent execution.
Project Scope Management
The goal of the upgrade of the customer relationship system project is to create a system that enhances communication and interactions with clients to improve the Mobic Supplies company’s activities in the supply industry. For its successful completion, the CRM project scope involves various tasks such as the installation of new software to introduce an interphase providing a variety of functions according to the client’s needs. In addition to the software, the project will also involve tasks such as testing the software's efficiency to determine their competence in online communication to achieve the organization’s goals as identified by Poriya, Shah & Pitroda (2020). The project will also include tasks such as training employees to navigate
the interphase and execute various functions to improve communication and interaction with clients according to their needs. Among the deliverables that will be needed in the project include computers, tablets, laptops, and desktops to improve communication and interactions with customers to manage their diverse needs in the supply chain. Reliable Wi-Fi is also a major
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deliverable in the project due to its importance in facilitating online communication for seamless engagement between clients and the organization’s employees and agents. Similarly, outsourced informational technology trainers are also a significant deliverable that will characterize the project to ensure employees are familiar with the upgraded system for successful engagement with clients. Following the resources and processes that will be undertaken, the project is budgeted to cost $200,000 for complete execution. The project will run for a period of eight weeks to ensure full completion of all the activities and processes needed to improve communication and interactions between customers and the organization’s employees according to Poriya et al. (2020). The project will also involve categorizing employees into groups according to their expertise and responsibilities to ensure they are trained according to their mandates in the company’s activities.
Work Breakdown Structure
Level 1 Tasks
Initiation
The determination of the project’s feasibility, relevance, and viability is an important procedure in the initiation phase to determine its importance in the organization’s activities. Specifically, the upgrade of the customer relations management system CRM project is feasible for following its importance in the organization’s activities. Specifically, the project is feasible due to its goals and objectives that focus on improving communication between clients and employees to enhance relationships to promote operations in the organization’s supply chain. For
instance, the need to improve client’s delivery of information concerning their orders is a feasible reason that emphasizes the project’s importance in the organization’s supplies activities as noted by Poriya
et al.
(2020). The need to track goods’ transport and movement is also a
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significant reason that determines the project’s feasibility to influence its implementation. Additionally, the project’s intended purpose is to expose the organization's target market is also a
feasible reason that emphasizes its needs in the organization’s activities. Similarly, the project’s budget is also a viable reason that emphasizes its implementation possibility. Specifically, the $2,
000,000 budget allocated for the project is sufficient to cater to all the activities and processes outlined for the project’s successful implementation.
Planning
Competent planning is important for the project’s successful implementation following the processes and activities involved to equip employees and clients with sufficient information to promote successful implementation. Notably, the planning will adhere to project schedule management to ensure the activities and processes are executed sequentially for successful implementation. The planning will cover the eight weeks duration that the project has been scheduled to last for its successful implementation. The first week of the project will involve updating Mobic’s employees concerning the project’s importance and its implementation’s relevance to promote their commitment to its execution. The expected milestone of the update is to enable employees to determine the project’s importance to promote their focus and concentration on various activities according to their responsibilities as noted by Tallon, Queiroz,
Coltman & Sharma (2019). The second week will involve categorizing employees into various groups according to their responsibilities in the project. Particularly, grouping the employees according to their responsibilities is important in saving time and improving their collaboration in the project’s implementation. The third week will involve the beginning of training on online customer relations ethics to enable employees to maintain the standards and regulations guiding interactions in various
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environments. The process will be undertaken by external consultants to ensure employees hold the highest standards in their communications to improve relations with customers for the organization’s success in the supply industry. Similarly, the third and fourth weeks will involve introducing employees to practical activities in online customer relations. Notably, the process will be characterized by training employees on how to navigate the updated system to interact with clients effectively Tallon
et al.
(2019). Precisely, the practical lessons will require employees to operate in groups and individually to learn various functions and activities enhancing communication and interaction with clients. The fifth and fourth weeks will involve addressing clients’ questions and concerns regarding the upgraded customer relations system to ensure their familiarity with its features and functions. Particularly, addressing the employees’ response is important preventing activities influencing disruptions in the system’s operations. Similarly, the seventh week will involve updating employees on the system’s acceptable use policy to prevent risks threatening the organization’s operations concerning client communication Tallon
et al.
(2019). The eight weeks
will be associated with the project’s closure and official handing over to Mobic company’s management to begin its use in customer relations.
Project’s Tasks Table
Task Week Task
Milestone Duration Task 1
Week 1
updating Mobic’s employees concerning the Familiarize with trends in IT communication 7 Days
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project’s importance
Task 2
Week 2
categorizing employees into various groups according to their responsibilities in the project.
Ensure employees operate according to their expertise
7 Days s
Task 3
Week 3
Training employees on online customer
relations ethics
Promote informed interactions
7 Days Task 4
Week 4
Introducing employees to practical activities in online customer
relations.
Navigate the system successfully
7 Days Task 5
Week 5
Addressing clients’ questions and concerns Promote efficiency in the
websites’ navigation
7 Days
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regarding the upgraded system Task 6
Week 6
Addressing clients’ questions and concerns regarding the upgraded
Improve knowledge on the system’s use
7 Days Task 7
Week 7
Updating employees on the system’s acceptable use policy
Manage risks
7 Days Task 8
Week 8
Review the system’s operations and competence and
handover officially
Handover the project and declare its completion
7 Days Resources in the Project
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The project will involve human resources who will execute various activities according to
their responsibilities. The first resource in the project is Mobic’s management who will be responsible for sponsoring the project by purchasing various materials and paying salaries to sustain
its execution. The second human resource include the organization’s employees who are responsible for learning about the new system to promote its successful use according to the organization’s operations. In addition to the employees, the third resource include the software vendors responsible for developing and distributing the software that will be used to upgrade the organization’s communication system. The outsourced information technology trainers are the fourth confine of human resource that will be included in the project for its successful implementation. The fifth human resource in the project include the organization’s IT supervisors responsible for ensuring employees understand and familiarize with the new system to enhance their communication and relations with clients. Besides the supervisors, the sixth human resource in
the company include the clients who will be included in the trial process to ensure the system operates effectively.
Figure 2.2: Table illustrating types of human resource and application in the project No
Human Resource
Application in the Project 1.
Mobic’s Management Sponsoring the project and purchasing the needed resources. 2.
Mobic’s employees
Learning about the new system to familiarize with its use. 3.
Software vendors Providing the new software to upgrade the organization’s IT system. 4.
Outsourced IT trainers Training and familiarizing employees the ethics in
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online customer relations and how to maneuver the system. 5.
Mobic’s IT Supervisors Ensuring that employees are familiar with the new system to improve its use to enhance relations with customers. 6.
Customers Being consulted during the system’s testing to ascertain its operational effectiveness. Cost Management Planning
Performing a competent cost management planning is also a significant factor in determining the project’s successful implementation and execution. Particularly, the $2, 000,000 allocated for the project will be used to facilitate various resources needed to ensure its execution. To begin with, $500,000 will be used to purchase a software that will be applied to upgrade the IT system to for use in employees training and engagements with customers. Similarly, $800,000 will be used to purchase information technology communication devices such as laptops, computers, desktops and tablets which will be used in communication with clients to address their diverse needs in the supply chain. The remaining $700,000 will be used to hire external IT trainers who will
train the employees on various aspects of online customer relations to improve their communication
with clients.
Figure 3.3: Table showing cost and expenditure in the project
No.
Expenditure Cost
1.
Purchase of new software $50,0000
2.
Purchase of IT devices $80,0000
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3.
Hire external IT trainers $70,0000
4.
Total $2, 000,000 Backlog
The upgrade of customer relations management system project requires a backlog which will be applicable in prioritizing tasks and activities for successful completion. Precisely, the project’s backlog will involve determining important activities that must be executed to contribute to the project’s overall success. Specifically, the backlog will include constantly updating the employees on the importance of online communication and how to maintain successful relationship with employees to improve their engagements with the organization according to their needs. For instance, updating the employees on online communication ethics is
important in enabling them to avoid utterances that might offend clients and ruin the organization’s reputation. The backlog will also involve enlightening employees on how to navigate the newly upgraded information technology system to ensure their familiarity with various features and functions to competent and successful communication and engagement with
clients. Sprints
For effective execution, the project will be executed in sprints to ensure all the necessary procedures and activities are executed according to the standard and the stipulated timeline. Particularly, the project will include three sprints that shall be performed at a two weeks interval for
a competent review of the employees’ performance to determine its success. Following the project’s
commencement in the first of July, 2023, the first sprint will be performed in 14
th
July, 2023 to determine the employees’ success in learning how to navigate the upgraded system and established
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milestones that needs to achieved and ascertained in the subsequent sprint to make necessary adjustments. The second sprint will be in the 1
st
of August 2023 to determine the milestone achieved in its implementation. The sprint will involve determining the employee’s familiarity with the new upgraded system to ascertain its impacts in the organization’s communication endeavors. The third and the last sprint will be performed on 14
th
August, 2023 to determine the employees’ progress with the system’s familiarity and navigation of the system to improve their communication
with customers for successful relations. Closing
Following its successful completion on the eighth week, the project will be come to the closure to hand it over to Mobic Supplies managers. Among the activities that will be performed in the process include reading a report to review the success achieved in the project’s execution from the beginning. Specifically, the project manager will update the organization’s managers on the milestones achieved in the project’s implementation and highlight specific achievements to exhibit their significance in the project’s overall success. The closure will also include updating the organization’s managers on the adjustments that can be made in the future to improve the websites performance to enhance communication with clients to promote its dominance in the supplies industry. After the project’s managers’ speech, the closing ceremony will also be graced with speeches from the organization’s managers to provide their observations and on the project before signing legal documents to end the ceremony and handover the project officially. References
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Tallon, P. P., Queiroz, M., Coltman, T., & Sharma, R. (2019). Information technology and the search for organizational agility: A systematic review with future research possibilities.
The Journal of Strategic Information Systems
,
28
(2), 218-237.
Poriya, D., Shah, E. J., & Pitroda, D. J. (2020). Use of Information Technology (IT) for Documentation in Project Management: A Review.
Our Heritage
,
68
(30), 8526-8537.
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