Australia Hardware Store Crm Assignment

Running head: AUSTRALIA HARDWARE STORE CRM
Project Management: Australia Hardware Store CRM
Name of the Student:
Name of the University:

1AUSTRALIA HARDWARE STORE CRM
Introduction
In this new era of technology most of the businesses are becoming completely dependent
on technology. This report depicts the essential importance of one such technical aspect
Customer Relationship Management (CRM) system. In order to establish an effective and
efficient relationship between the customers and the service providers the CRM is implemented
by most of the large organizations these days. The company nominated for this report is
Australian Hardware store.
The products of the hardware store are supplied in many locations. However, due to lack
of integration among customer service, sales and marketing department they are facing major
operational challenges. In order to overcome these issues the assigned project manager has
planned to install a new CRM system for managing the operations. In order to implement the
CRM system the different project management prcatices those are essential to implement are
elaborated in below.
Project management approach
Project scope
The scope of the project is to install a CRM system to establish good relationship
between the product and service providers and the buyers in other words between the service
providers and the customers of Australian hardware store.
Milestone list
Milestone 1: Submit SOW

2AUSTRALIA HARDWARE STORE CRM
Milestone 2: Project planning phase completion
Milestone 3: Project development and execution completion
Milestone 4: Project testing and closed
Schedule baseline and WBS
WBS Task Name Duration Start Finish
0 Australian Hardware store's CRM implementation project
schedule 260 days 12/10/09 08/10/10
1 Initiation phase 60 days 12/10/09 01/01/10
1.1 Analyzing current issues 20 days 12/10/09 06/11/09
1.2 Scope statement design 20 days 09/11/09 04/12/09
1.3 Developing project team 10 days 07/12/09 18/12/09
1.4 Appointing technical experts 20 days 07/12/09 01/01/10
1.5 Milestone 1: Submit SOW 0 days 01/01/10 01/01/10
2 Planning phase 60 days 04/01/10 26/03/10
2.1 Risk and quality management plan 10 days 04/01/10 15/01/10
2.2 Procurement plan 20 days 18/01/10 12/02/10
2.3 Time and schedule management plan 20 days 15/02/10 12/03/10
2.4 Staff and resource management plan 10 days 15/03/10 26/03/10
2.5 Milestone 2: Project planning phase completion 0 days 26/03/10 26/03/10
3 Execution CRM 120 days 29/03/10 10/09/10
3.1 Installing CRM 90 days 29/03/10 30/07/10
3.2 License for supporting software 30 days 02/08/10 10/09/10
3.3 Milestone 3: Project development and execution
completion 0 days 10/09/10 10/09/10
4 Testing and closure 20 days 13/09/10 08/10/10
4.1 Stakeholders signoff 10 days 13/09/10 24/09/10
4.2 Project delivered 10 days 27/09/10 08/10/10
5 Milestone 4: Project testing and closed 0 days 08/10/10 08/10/10

3AUSTRALIA HARDWARE STORE CRM
Australian Hardware
store's CRM
implementation project
schedule
Initiation phase
Analyzing current
issues
Scope statement
design
Developing project
team
Appointing technical
experts
Milestone 1: Submit
SOW
Planning phase
Risk and quality
management plan
Procurement plan
Time and schedule
management plan
Staff and resource
management plan
Milestone 2: Project
planning phase
completion
Execution CRM
Installing CRM
License for
supporting software
Milestone 3: Project
development and
execution completion
Testing and closure
Stakeholders signoff
Project delivered
Milestone 4: Project
testing and closed
Figure 1: Project WBS
(Source: created by author)
Change management plan
The sales department, marketing and customer service department of Australian
Hardware Store was not integrated thus facing issues. In order to overcome the operational
challenges, and integrate the operations of there of the department CRM software will be
installed and manual management operation will be changed.
Communication management plan
Throughout the development life cycle open communication approach will be followed
for allowing all the project associates sharing their ideas and creativity as well.