CRM Implementation for Customer Information System Assignment

Running head: SYSTEM IMPLEMENTATION PROJECT PLAN
System Implementation Project Plan
Name of the Student:
Student ID:
Name of the University:
Author’s note:

1SYSTEM IMPLEMENTATION PROJECT PLAN
Table of Contents
Introduction......................................................................................................................................2
1. Title..............................................................................................................................................2
2. Scope overview............................................................................................................................2
3. Business case...............................................................................................................................2
4. Project Background.....................................................................................................................3
5. Milestone schedule with acceptance criteria...............................................................................3
6. Risks, assumptions and constraints..............................................................................................7
7. Stakeholder list............................................................................................................................8
Conclusion.......................................................................................................................................9
Bibliography..................................................................................................................................10

2SYSTEM IMPLEMENTATION PROJECT PLAN
Introduction
The project charted document has been made for the project of TOSIG's CRM
implementation for customer information system. The completion of all project activities would
result in forming the achievement of the final deliverable for the project. The project has
comprised of analysis and documentation phase completion, design phase completion, system
development completion, deployment phase completed, test phase completed, and closure of
project. The analysis of the risk factors had tended for forming the development of the effective
mitigation strategies.
1. Title
Project Title: ‘TOSIG's CRM implementation for customer information system’
2. Scope overview
The development of the project documents, design deployment, system development,
system deployment, and final test results are included in the scope of the TOSIG's CRM
implementation for customer information system project. The project planning has included the
use of the effective project management for the execution of project activities and attainment of
final project deliverable.
3. Business case
The organization of TOSIG requires the implementation of the effective CRM suysyem
for the management of the information of the various customers. The TOSIG provides insurance
to various customers for buildings, fencing, stock yards, storage silos and machinery, and even

3SYSTEM IMPLEMENTATION PROJECT PLAN
crops. They had been following their simple information processing and the 150 agents would
have to manage the information. However, it would require the use of CRM system for
improving the management of information for the customers.
4. Project Background
The project of TOSIG's CRM implementation for customer information system is
developed for the aligning effective project activities. The completion of all these phases would
result in forming the achievement of the final deliverable for the project. The completed project
would be divided into 6 phases. The analysis and document phase would include the activities of
requirement analysis, accumulation of resources, charter documentation, documents submission,
signing of the documents, and analysis and documentation phase completion. The ui and system
design would include the activities of platform selection, outline of ui and system is developed,
development of UI design, development of system design, feasibility analysis, and design phase
completion. The development of system would include the activities of database creation,
development of UI, development of functions, development of programs, integration of the
system, and system development completion. The deployment of system would include the
activities of planning of the system development, implementing the system, integrating the
system, training the staff, and deployment phase completed. The test of system would include the
activities of alpha test, white box testing, simulation testing, UI operatibility testing, and test
phase completed. The documentation for project would include the activities of final reports are
made, submission of reports, signing of the documents, and closure of project.
5. Milestone schedule with acceptance criteria

4SYSTEM IMPLEMENTATION PROJECT PLAN
The project of TOSIG's CRM implementation for customer information system is
developed for the aligning the six phases of Analysis and Document Phase, UI and system
design, Development of System, Deployment of System, Test of System, and Documentation for
project. The completion of all these phases would result in forming the achievement of the final
deliverable for the project. The milestones of the project is shown in the following project
schedule by highlighting it,
WBS Task Name Duration Start Finish
0 TOSIG's CRM implementation for customer
information system
100
days
Mon
7/16/18
Fri 11/30/18
1 Analysis and Document Phase 11 days Mon
7/16/18
Mon
7/30/18
1.1 Requirement Analysis 2 days Mon
7/16/18
Tue 7/17/18
1.2 Accumulation of Resources 4 days Wed
7/18/18
Mon 7/23/18
1.3 Charter Documentation 3 days Tue 7/24/18 Thu 7/26/18
1.4 Documents Submission 1 day Fri 7/27/18 Fri 7/27/18
1.5 Signing of the documents 1 day Mon
7/30/18
Mon 7/30/18
M1 Analysis and Documentation Phase Completion 0 days Mon
7/30/18
Mon 7/30/18
2 UI and system design 20 days Tue 7/31/18 Mon
8/27/18
2.1 Platform Selection 2 days Tue 7/31/18 Wed 8/1/18
2.2 Outline of UI and system is developed 4 days Thu 8/2/18 Tue 8/7/18
2.3 Development of UI design 5 days Wed 8/8/18 Tue 8/14/18
2.4 Development of System design 5 days Wed Tue 8/21/18

5SYSTEM IMPLEMENTATION PROJECT PLAN
8/15/18
2.5 Feasibility Analysis 4 days Wed
8/22/18
Mon 8/27/18
M2 Design Phase Completion 0 days Mon
8/27/18
Mon 8/27/18
3 Development of System 35 days Tue 8/28/18 Mon
10/15/18
3.1 Database Creation 5 days Tue 8/28/18 Mon 9/3/18
3.2 Development of UI 8 days Tue 9/4/18 Thu 9/13/18
3.3 Development of functions 6 days Fri 9/14/18 Fri 9/21/18
3.4 Development of Programs 10 days Mon
9/24/18
Fri 10/5/18
3.5 Integration of the system 6 days Mon
10/8/18
Mon
10/15/18
M3 System Development Completion 0 days Mon
10/15/18
Mon
10/15/18
4 Deployment of System 16 days Tue
10/16/18
Tue 11/6/18
4.1 Planning of the system development 3 days Tue
10/16/18
Thu
10/18/18
4.2 Implementing the system 2 days Fri 10/19/18 Mon
10/22/18
4.3 Integrating the system 4 days Tue
10/23/18
Fri 10/26/18
4.4 Training the staff 7 days Mon
10/29/18
Tue 11/6/18
M4 Deployment Phase Completed 0 days Tue 11/6/18 Tue 11/6/18
5 Test of System 12 days Wed
11/7/18
Thu
11/22/18
5.1 Alpha Test 3 days Wed
11/7/18
Fri 11/9/18

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5.2 White Box Testing 3 days Mon
11/12/18
Wed
11/14/18
5.3 Simulation Testing 3 days Thu
11/15/18
Mon
11/19/18
5.4 UI Operatibility Testing 3 days Tue
11/20/18
Thu
11/22/18
M5 Test Phase Completed 0 days Thu
11/22/18
Thu
11/22/18
6 Documentation for project 6 days Fri 11/23/18 Fri 11/30/18
6.1 Final Reports are made 4 days Fri 11/23/18 Wed
11/28/18
6.2 Submission of reports 1 day Thu
11/29/18
Thu
11/29/18
6.3 Signing of the documents 1 day Fri 11/30/18 Fri 11/30/18
M6 Closure of Project 0 days Fri 11/30/18 Fri 11/30/18
Table 1: Project Milestones in Project Schedule
The acceptance criteria for the completion of each of the milestones of analysis and
documentation phase completion, design phase completion, system development completion,
deployment phase completed, test phase completed, and closure of project. These milestones
must meet some specific criteria for achievement of the final project deliverable. The acceptance
criteria for the milestones are,
Criteria for analysis and documentation phase completion: The analysis and
documentation phase completion would be dependent on the project manager signing the
documents and approving the initiation of the project.
Criteria for design phase completion: The design phase completion would be
dependent on the implication of the effective simulation of the design developed for the

7SYSTEM IMPLEMENTATION PROJECT PLAN
Criteria for system development completion: The functions of TOSIG must be
compatible with the CRM system developed for the implication of the improved operation
development.
Criteria for deployment phase completed: The implementation of the CRM system
would be based on the effective integration of the activities favoring the organization’s activities.
Criteria for test phase completed: The test phase would be based on the implication of
the activities forming the analysis of the quality and achievement of the expected test results.
Criteria for closure of project: The final reports would be deployed for the effective
alignment of the operations and documentation process that can be utilized for future projects.
6. Risks, assumptions and constraints
The project of TOSIG's CRM implementation for customer information system is an IT
based project and the completion of the project would have to face several issues and problems.
The analysis of the risk factors had tended for forming the development of the effective
mitigation strategies. The following table would show the various risk factors for the project,
Risk Factor Risk Classification Risk Mitigation Strategy
Equipments Failure Technical Reduce
Shortage of the Resources Financial Avoid
Overtime of the activities Operational Accept
Design Flaws Technical Transfer
Loss of data Accidental Mitigate

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The project of TOSIG's CRM implementation for customer information system would
align with the use of the effective IT management principles and operations. The assumptions of
the project are,
a. Resources required for the completion of the project would be available and can
be aligned with the implication of the effective alignment of the operations
b. Project would be completed in the estimated time and resources accumulated in
the project
c. The team members would not face any quarrel or conflict among each other
The estimated budget, calculated time, and the expected quality of the system operations
are the constraints of the project of TOSIG's CRM implementation for customer information
system.
7. Stakeholder list
Type Stakeholders Role
Governance Sponsor, Client, Steering Committee, Making decisions in the project
Managerial Project Manager and Contractor
Management of the project
activities
Operational
Complete project team, suppliers, and some
external workers
Carrying out all the activities of
the project

9SYSTEM IMPLEMENTATION PROJECT PLAN
Conclusion
The project charted had been developed in the project and it had been helpful for
conveying information to other stakeholders. The project of TOSIG's CRM implementation for
customer information system was developed for the aligning the six phases of Analysis and
Document Phase, UI and system design, Development of System, Deployment of System, Test
of System, and Documentation for project. The completion of all these phases had resulted in
forming the achievement of the final deliverable for the project. The charted had highlighted the
acceptance criteria required for the completion of each of the milestones of analysis and
documentation phase completion, design phase completion, system development completion,
deployment phase completed, test phase completed, and closure of project. The analysis of the
risk factors had tended for forming the development of the effective mitigation strategies.

10SYSTEM IMPLEMENTATION PROJECT PLAN
Bibliography
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Eichorn, F.L., 2018. Internal customer relationship management (IntCRM) a framework for
achieving customer relationship management from the inside out. Management, 2, p.1.
Heagney, J., 2016. Fundamentals of project management. AMACOM Div American Mgmt
Assn.
Jaber, F. and Simkin, L., 2017. Unpicking antecedents of CRM adoption: a two-stage model.
Journal of Strategic Marketing, 25(5-6), pp.475-494.
Kerzner, H. and Kerzner, H.R., 2017. Project management: a systems approach to planning,
scheduling, and controlling. John Wiley & Sons.
Kerzner, H., 2017. Project management metrics, KPIs, and dashboards: a guide to measuring
and monitoring project performance. John Wiley & Sons.
Laudon, K.C. and Laudon, J.P., 2016. Management information system. Pearson Education
India.
Orenga-Roglá, S. and Chalmeta, R., 2016. Social customer relationship management: taking
advantage of Web 2.0 and Big Data technologies. SpringerPlus, 5(1), p.1462.

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Verzuh, E., 2015. The fast forward MBA in project management. John Wiley & Sons.