...Hardware Replacement Project IT.205 Prior to developing a substantial system solution, companies are expected to act accordingly when managing the project itself. The IT department for example faces the decision to implement a new CRM solution along with installing new hardware. By moving forward with the CRM application change, the IT department is putting itself at risk. With excellent project management and analysis, the development of new CRM applications and hardware can result in a low risk high gain production if managed accordingly. Throughout this paper I will discuss the analysis, which should be conducted through project management. I will discuss the five variables of the IT department’s project management which include scope, time, cost, quality, and risk as to how they relate to the department’s decision making with the new application launch. Points that should be considered prior to selecting projects for the best business value will also be discussed. I will then conclude this paper with the factors that influence project risk and what I believe can minimize them. I will begin with the IT department scoping the project for what systems, applications, and tools will be used in this project. The company is considering to update its current CRM system which is not compatible with its corresponding out dated hardware. The department has to scope the tools necessary to support the new CRM application, which is up to date hardware. Project management should...
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...Executive Summary for Implementation of CRM in XYZ Global Pvt. Ltd XYZ Global Pvt. Ltd decided to implement the CRM project using their high end product of project management methodology. However, due to complexity and budget of the project it requires in-depth analysis of critical factors for CRM implementation and support of top management. The project management, change management and sponsorship is identified as crucial factors in getting green signal for the implementation of CRM project. (Reinartz, Kraft & Hoyer, 2004). The present paper discusses statistical interpretation of research data to find whether CRM project is worth pursuing given the strength of firm’s project management capability along with market evaluation of CRM implementation. Market analysis shows that 47% of the company finds that inadaptability of the end-user with CRM applications put the project in jeopardy(Coltman and Devinney, 2007). Data is analyzed for implementation of CRM through different vendors for companies of all range from less than $750K to over $10M. It consists of implementation statistics over the past 10 years. To analyze research data, Bayes’ theorem is selected as the probability model that was close to implementation of CRM project. Statistics and Probability Tutorial(n.d.) states that Bayes’ theorem looks appropriate in the context as it provides logical inference to calculate the degree of confidence based on already gathered evidence. Statistical result of data reflects...
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...Project Charter for the YourGard CRM Implementation Project Project Purpose and Justification YourGard is a rapidly growing technology company that provides hardware and software products for the business security sector, they currently have revenues of more than $200 million. Yourgard recently acquired the company Bio-Gard, a leader in the access control market who had revenues of $80 million and is best known for their biometric technology and sophisticated management software. Yourgard has seen over the past six months a loss of new and additional business revenue from existing contracts due to a severe decline in customer satisfaction. Customer frustration stems from the lack of clear points of contacts for both the sales and service departments. Internally there are inefficiencies, duplication of work, and a lack of system commonality. It is critical that YourGard regain and then maintain customer satisfaction, while rebuilding its reputation in the security sector to ensure future growth for the company. The purpose of this project is to install a Customer Relationship Management (CRM) system that will be implemented across the company to help them: 1. Improve customer satisfaction 2. Make use of the latest technology to organize, automate, and synchronize the company’s business processes that include sales activities, marketing, customer service, and technical support. 3. Improve sales department conversion rate 4. Increase new sales revenue ...
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...Assignment 2 KPMG Melbourne Pty Ltd. CRM system Proposal Group 2 MICHELLE ZHAN PING LIEW PHANINDER KUMAR EMANI DUY NGUYEN SATYANARAYANA RAMAVATH UCHINI SENEVIRATNE Table of Contents Executive Summary 2 1. Project background 3 2. Drivers for change 3 3. Objectives 3 4. Selecting CRM solution 3 4.1 CRM package evaluation criteria 3 4.2 Vendor selection 4 4.2.1 Creating list of vendors 4 4.2.2 Selecting vendor 4 4.2.3 Recommendation 5 5. High level project plan 5 5.1 Introduction and Objectives of the Project Plan 5 5.1.1 Overview of the Organization 5 5.1.2 Current Situation and Problem 5 5.2 Goals and Objectives 6 5.3 Project Scope 6 5.3.1 Product Description 6 5.3.2 Project deliverables 6 5.4 Project Schedule 7 5.5 Project Budget 7 6. Critical success factors 8 7. Risks and recommended responses 8 7.1 Risk Analysis 8 7.2 Strategies for mitigating risks 9 8. Overview of costs 10 9. Benefits 11 10. Cost Benefit Analysis 11 11. Change Management Strategy 12 12. Communication Plan 13 13. Summary 14 14. Recommendation 15 15. Appendices 15 15.1 Figure 4.1: Detailed CRM package evaluation criteria and questions 16 15.2 Figure 4.2: Scoring of detailed requirements of 3 CRM packages 17 15.3 Figure 5.1: Detailed project schedule 22 15.4 Figure 7.1: Risk analysis table 23 15.5 Figure 9.1: List of benefits 24 15.6 Figure 10.1: Cost benefit analysis 25 Executive Summary This report provides an analysis and evaluation to the Executive...
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...------------------------------------------------- Project Proposal ------------------------------------------------- The upgrade of agency’s ------------------------------------------------- Customer Relationship System (CRM) This project includes and impacts several independent agencies now related to X via the larger program encompassing it: the ongoing initiative of X X to consolidate and streamline the public services of major agencies. These related agencies are identified in their own department as X X. Since 2011, the X Department has succeeded in becoming one of the largest of the X's consolidation projects. It has contracted with and 'absorbed' a significant amount of the call center volume, allowing those agencies to pursue their true goals (e.g., processing real eX licenses, or Xes). The amount of data required to service the newly-contracted agencies was imported with minimal difficulty over the last couple of years, with very few budgetary or administrative push-backs or setbacks. However, the amount of data to be maintained and imported is no longer feasible, and is a stress on the current CRM. Goals Currently, the departments intend to maintain their current success rate of meeting customer service levels promised to the public, and contracted with related departments and agencies. They also intend to have minimal drop in those levels during the transition to the new CRM. Finally, they intend to exceed the current service levels, and nearly double...
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...01Question 1 – Stakeholder Register |Stakeholder |Area of Interest |Potential Level of Influence |Management Style |Priority | |Bob Butler |Manufacturing |High |Bob should be kept informed throughout the project and consulted|2 | | |Human Resources | |on any decisions that relate to volume and manufacturing. | | |Christine Lynch |Distribution |Medium |Consult throughout the project, keeping her informed of the |3 | | |Sales | |planned outcomes. | | | | | |Using her to get feedback from clients to determine if strategy | | | | | |is going to cause an opportunity cost ...
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...how to shape conversations with customers, partners and employees from all over the world, and capture the best ideas. The company decided to take its customer oriented culture online - build an online community that would allow it to engage with customers in a dynamic way. To implement this decision Starbucks required community management tools to track and implement the best ideas. Starbucks decided to implement Salesforce CRM Ideas application to harness the energy of online communities to drive brand perceptions and gain key customer insights. Salesforce CRM Ideas provides connect with employees, customers, and partners in a constructive dialogue. Salesforce CRM Ideas actively engages users by letting them vote on the top ideas. It bubbles the best ideas to the top, so it’s easy to put them into action that drives innovation. Salesforce CRM Ideas provides an easy transition to project management to help the company act on the top ideas from the community. Salesforce CRM Ideas also provides a unique environment to shape brand perceptions. This approach makes it easy to create a personalized, interactive experience that gets everyone involved and gives the community a unique voice. Finally, Salesforce CRM Ideas dives an ability to roll out multiple communities at the same time. And they’re all accessible within the same tab, so it’s easy to view, manage, and report on them. Powered by...
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...CRM 11- Performance measurement Important stakeholders of a company - Shareholders / Board of directors - Customers - Employees/Management An organisation must maximize the main sources of revenue, profit and growth within the context of both business and customer strategy. The three key stakeholders group are: Employee Value Employee value needs to be considered from two perspectives. #1 the value employees deliver to the organization - This is usually measured against a number of performance objectives, where employees are appraised against performance targets #2 the value the organisation delivers to the employees - Comprises the benefits the work force receives in exchange for the opportunity cost, time and labour expended in performing their job. Customers Value The value the customer receives from the organisation is defined by the perceived benefits of the offer made to the customers, which extend beyond the core product or service. These higher level benefits can come from intangible factors, such as the provision of better customer service or association with a quality brand image. The value of the organisation receives from the customer is determined by the profits obtained from the customer over the lifetime of their relationship with the organisation. Shareholder Value Shareholder value is created by achieving a favourable rate of the return on capital invested. The board of director may expect the following...
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...BCom (Hons) IT Management Management of Information Technologies Projects ------------------------------------------------- Assignment 1 ------------------------------------------------- Case Studies MDCM A & B University of Johannesburg MDCM Inc. (A): IT Strategy Synchronization As a member of the MDCM executive team, given the information in the case study we as a team were tasked to define the overall company strategy, business goals and high level IT objectives. MDCM Inc. corporate strategy is to run the company under one single brand across all its subsidiaries geographically based. The company needs to boosts it profits by increasing productivity, to solve this requirement IT Systems and the implementation thereof needs to be addressed. This is due to current lack in forecasting, scheduling, inventory and supply chain problems. We need to match/ align the IT objectives with the company strategy. We wants to be a market leader in the medical product manufacturing industry and we want to increase our market share. We need to reduce internal costs by identifying functional areas where IT can be applied to assist in reducing costs, i.e. IT systems will replace some of the workforce. The risk here is that currently we have so many different / complex systems in place that that also leads to higher admin costs. Not all of the staff understands all the systems. This leads to previously mentioned lack in forecasting, scheduling, inventory and supply chain...
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...Milestone 1 Abstract The problem to be solved within this business is how to implement business strategies supported by information technology. Implementing CRM (customer relationship management), to improve the businesses’ customer relationship and chances of success in today’s competitive business market, an ERP (enterprise resource planning) system, to integrate and automate the businesses’ process and information systems, a BPR(business process reengineering) system, being a key management strategy in collaboration with implementing ERP. Also needed would be a MES (Manufacturing Execution System) is a multi-task software systems used in application of monitoring and tracking all aspects of the manufacturing process In order for Kelly‘s Machining Company to survive in today‘s business environment, it has to be customer focused and technologically functional. Company Background Kelly’s Machining is an industrial machine manufacturing and fabrication company, once very successful. It offered a large variety of services which included manufacturing of industrial machines and parts, machine repairs and/or machine fabrications, now they are unable to compete in today’s growing market and larger technological savvy companies. The machines are outdated and are manually operated. The Kelly’s have been in business for over 50 years, but had not decided to bring their business into the modern technological world, leaving them unable to compete in today’s technical, fast paced...
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...angling for budget to implement CRM software and has championed the effort for months, touting CRM’s far reaching potential to company department heads but during the project’s latest planning meeting, the executives involved express disappointment when they see that the initiative won’t give them everything on their wish lists. One department head is disappointed that so few of her “must have” items are in Barry's latest plan. Another is sour on the project now that he's discovered he won't get any payback for two years. The CEO, who has given the project his blessing, isn't present to back up Golding, and after the meeting Golding leaves without a sense of what he could have done to keep the department heads on his side. What Went Wrong? Thankfully, Julie, a teammate of Golding’s, brings to light that Barry has fallen victim to the “blue-sky paradox”. The blue-sky paradox, explains Julie, occurs when project leaders, in an effort to “sell” their project for buy-in or budget reasons, asks stakeholders to dream big. In doing so, these project leaders often encourage expectations to be set so high that they can’t be met—setting people up for disappointment. At this point in the project, Golding has essentially shopped around results, which he’s not yet sure the program will be able to deliver on. Mathew & Co.’s CEO has asked him to increase “closet-share” by helping regional managers better understand customer needs and desires--but can Golding’s CRM software deliver in the...
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...CUSTOMER RELATIONSHIP MANAGEMENT STRATEGY (A TEACHING CASE STUDY) Tamilla Curtis Nova Southeastern University 317 Aleatha Drive, Daytona Beach, FL 32114 Donald Barrere Nova Southeastern University 1900 Pelican Landing Blvd, #1023, Clearwater, FL 33762 Tom Griffin Nova Southeastern University 2900 NE 30th St. Unit 8G, Fort Lauderdale, FL 33306 MASHKIN GROUP Mashkin Group Inc. (Mashkin), a wholly owned subsidiary of Amir Inc., a British financial conglomerate, is a medium-size, asset-management group based in the US. Mashkin consists of three primary divisions: a mutual fund company with $10 billion in assets; a separate, but closely affiliated asset management company with $15 billion in assets; and a financial services company. Since the early 1990s, these three enterprises have shared the same client database and other software programs. The first program utilized, an inexpensive, off-the-shelf system with limited capabilities, was used by the sales department of both the mutual fund company and the asset management company primarily to store names, telephone numbers, and notes of salespeople. A second program was used by the IT department to update the database as new clients arrived and record daily sales data. A third program was installed at all internal and external salespersons’ workstations and laptops to provide current data to the sales force. In addition, the Client Service Call Center used a separate designed-in-house program to track incoming call activity...
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...Hardware Replacement Project Chad Barker 04/07/2012 IT 205 Joseph Coleman The IT department has chosen a new customer relationship management (CRM) for the business. The new hardware replacement project will have five major factors, which are time, quality, cost, scope, and risk. The CRM has many ways it can be setup to use the best technology for the best solution for the organization. Numerous issues can come up for risks with this type of project as well as innovative new strategies to reducing the risks involved with CRM projects like this one. Some of the best ways to prepare for and supervise the hardware replacement projects, and also a look of the processes involved. For project management these need to be considered: planning of the work, risk assessment, anticipated resources needed to complete the work, work organization, the material and human resources, task assignments, direction For the CRM, supervision of CRM implementation, the progression of the project, and examining of the negative aspects and benefits of the project. The CRM project includes five major factors for setting up a project, which are quality, costs, time, scope, and risk. (Laudon, & Laudon, 2011) For quality there needs to be a plan for the results when the project is completed whether the organization is happy with the outcome of the project. The goal of the final plan is to help improve the decision-making and performance, and then the CRM project will be a success for quality...
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...Student's Name: Xianwei Meng Date: 26/8/2011 Module title: Enterprise Resource Planning Words: 5023 Information Systems Study For Bandon Group Inc. 1. Introductions Bandon Group is a family owned distributor of office equipment. It is famous for its good customer service, technical support, and innovative products, and excellent in providing products with quality and services at cost-effective price. The Group now has four divisions, and they decentralize to meet the different needs of their local markets. Corporate headquarters handles the central administrations and information systems support. The primary objective of Bandon Group is to generate 10% profit for the reinvestment. They hope to establish excellent sales organization and professional service organization. To achieve these goals, Bandon Group has taken many measures. As to the information systems, they have administrative information systems, most of which are generic, and in which the meter click billing software unique for industries. However, the legacy system can not satisfy its growth and expansion now. Their director of information technology has searched for commercial off-the shelf package to support the administrative information system, and selected OMD. The OMD system supports meter-based billing, and has Web-based interface. However, it is not built with relational database, which makes the ad hoc difficult. Sales tools of Bandon Group such as sales prospecting still...
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...Analysis for the proposed CRM project: 9 Recommendations : 11 Conclusion: 12 Bibliography : 13 Introduction This business case distinguishes three prominent software vendors that propose three different solutions that contribute to Bank of central Queensland (BCQ) progress.BCQ is a financial institution offering core banking (commercial/retail) services, equipment finance, wealth management and insurance. BCQ uses its unique concept of the Owner-Managed Branch (OMB), which is a partnership between the Bank of central Queensland (franchisor) and experienced bank managers (franchisees) to provide banking services. The bank operates a network of over 280 branches Australia-wide. With the growing demands for effectiveness and efficiency, BCQ is faced with a robust necessity to upgrade its technology and business processes in order to stay competitive. CRM/ data warehouse solution is one of the preferred option that the bank is desperate to implement to outshine in their service and maintain its dominant customer base while using it to unveil campaigns targeting new customers. The case business has the detail description about the three CRM proposals offered by different companies. Executive Overview The way companies use and pay for customer relationship management (CRM) applications is unpredictable. Switching from a primarily continuous license-based system, where businesses funded a huge up-front sum with yearly maintenance charges, CRM software providers are...
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