Assignment On Concept And Development Stage

Running head: PROJECT MANAGEMENT
Assessment -2: Development of CRM system for a cleaning service company
Name of the Student
Name of the University
Author’s Note

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Table of Contents
Concept and development stage......................................................................................................2
1. Project choice submission........................................................................................................2
2. Project approval chart..............................................................................................................2
3. Project governance chart..........................................................................................................3
4. Project initiation meeting.........................................................................................................4
5. Project objectives.....................................................................................................................4
6. Team goals and values.............................................................................................................5
7. Project opportunity review......................................................................................................5
8. Scope definition.......................................................................................................................6
9. Charter documentation.............................................................................................................7
10. Charter sign off......................................................................................................................8
11. WBS development.................................................................................................................8
12. Schedule.................................................................................................................................9
13. Scope management plan........................................................................................................9
14. Cost estimate........................................................................................................................10
15. Cost management plan.........................................................................................................11
16. Stakeholder analysis............................................................................................................11
17. Quality management plan....................................................................................................12
18. Policy and procedure investigation......................................................................................12
19. Continuous improvement registry.......................................................................................13
20 WBS skills audit...................................................................................................................14
22. Communication plan............................................................................................................15
23. Risk registry.........................................................................................................................15
24 Change requests....................................................................................................................17
25. Project management plan.....................................................................................................18
Implementation stage.....................................................................................................................24
1. Scope change......................................................................................................................24
2. Quality tool application.........................................................................................................25
3. Audit/inspection.....................................................................................................................25
5. Status report...........................................................................................................................26
6. Project question (Conflict).....................................................................................................27
7. Project question (Communication)........................................................................................27
8. Project question (Team development)...................................................................................27

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9. Project question (Issue management)....................................................................................28
Finalization stage...........................................................................................................................28
1. Satisfaction survey.................................................................................................................28
2. Close out report......................................................................................................................29
Bibliography..................................................................................................................................31

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Concept and development stage
1. Project choice submission
The project mainly reflects on the development of CRM system for cleaning services
company in Australia. It is found that earlier, the organization experiences a lot of issues in
determining the needs and requirements of the customers and as a result they are unable to
provide proper services to the customers. In the competitive market, it becomes difficult for the
business owner to exist in the market and therefore the company wants to develop a CRM system
within the organization. With the proper utilization of CRM system, the company can be able to
proper relationship with the clients which further helps in increasing the revenue of the
organization.
2. Project approval chart
Figure 1: Project plan approval process
(Source: Created by Author)

Project manager
Planner IT
manager
Database
administra
tor
Worker Coder
Organization
(CEO)
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3. Project governance chart
Project governance structure
Figure 2: Governance structure
(Source: Created by Author)
Figure 3: Organizational structure
(Source: Created by Author)

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4. Project initiation meeting
In the project initiation meeting, the documents that are created in the initiation phase of
the project are reviewed. The documents which are reviewed include the project charter, business
plan as well as the project feasibility report in order to make sure that all the requirements of the
organization are added or not. After successful reviewing, it is analyzed that the reports are
created as per the requirements of the organization and if the project will be executed in a similar
way then a number of issues can occur.
5. Project objectives
The SMART objectives for the CRM system development for the cleaning services
company are illustrated below:
Specific: The main goal of the project is to develop a CRM system for the cleaning
service company for increasing sales with the help of better timing due to a number of
anticipated needs that are associated with historic requirements.
Measurable: The CRM system that is developed is able to determine proper
understanding about the requirements of the customers then it can be ensured that the system
goals of the organization are accomplished.
Achievable: The goals of the project will be accomplished by engaging experienced and
skilled team members within the entire project.
Relevant: It is found that the CRM system that is mainly developed is quite relevant for
the cleaning service company as with the help of new system, more sales of the services are
achieved that further improves the yearly revenue.

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Time-bound: It is found that the activities of the CRM system for the cleaning service
company will get accomplished within time period of 3 months
6. Team goals and values
The goals of the project team are listed below:
 The goal is to complete the CRM development for the cleaning service company within
3-month time period
 The CRM system that will be development must be done in such a way that the system
will be helpful in achieving the project objectives.
The values for the entire project team are illustrated below:
 The project team must be capable enough for managing the project time and delivering
the project within deadline
 The project team must be capable of multi-tasking and can be finish the work that are
assigned to them
 They must resolve the issues that occur in the project for avoiding conflicts
 Proper practice of communication should be implemented by the various team members
7. Project opportunity review
It is found that a brainstorming session was organized with the project team for
reviewing and for resolving the issues that are linked with the project and after the session it is
analyzed that the project team faces a lot of challenges including:
 Schedule slippage
 Lack of sufficient resources
 Inexperienced team members

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 Improper management
8. Scope definition
The scope matrix for the CRM system implementation for the organization “cleaning
services company” are mainly showcased below:
Figure 4: Scope matrix
(Source: Created by Author)