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 Partners of KPMG Melbourne Pty Ltd on the business scope available in the IT Professional Services sector of KPMG. The global financial crisis had presented an opportunity to KPMG to add number of additional services like e-forensics into their existing IT portfolio. The huge expansion in KPMG’s client base due to addition of these new services, calls for a system which will integrate