Implementing a new CRM System - Case Study

This case study focuses on implementing a new consumer relationship management (CRM) system to improve consumer retention rates. It outlines the necessary requirements, training needs, and key performance indicators for success. The main stakeholders involved are employees, leaders, and investors, and the CRM system will be monitored for future improvements and staff training needs.

Business, Accounting and Finance
BSBADM504 Plan and implement
administrative systems
Student Assessment
Student Name:
Student Number:
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RTO: 41422 CRICOS: 03590D

Written Questions and Answers
1. Explain what the main objective is of working with relevant
personnel when identifying administrative system requirements.
The main objective in identification of management system
requirements is to understand the ways in which the management
system affects daily activities of the company and how it can be utilized
to ensure improvement in quality, productivity and efficiency of daily
working practices. The impact on various stakeholders such as
employees, government and investors is also considered while looking
at this objective.
2. It is essential to access relevant legislative and organisational
protocols when seeking quotations for administrative system
modifications. Explain 2 formal methods for requesting a quote.
The best and most professional way of requesting a quotation is through
email. The reason for this is that email increases time between further
communication so that the receiver is able to understand the request
and make rational decision regarding quotation. The second methods to
request a formal quotation is by using request for proposal.
3. There are organisational policies or procedures that have an
external impact on outsourcing decisions. Outline common
influences that affect staff and the organisation for WHS
Legislation, Business Ethics and Anti-discrimination Laws.
In case of WHS legislation, business ethics and anti-discrimination the
first influence on the company iis to identify risks at the workplace so
that measures can be implemented to reduce such risk and offer
employees complete protection. Diversity and inclusion is also an
important factor which influence outsourcing decisions in regards to
WHS legislation, business ethics and anti-discrimination laws.
4. What four steps need to be observed to successfully implement
a new or modified system? Summarise each step.
The four steps for successfully implementing a new system are process
design, solution design, integration, testing and training. Process design
and solution design focuses on efficient working while solution design
identified main requirements for implementation. Integration involves
migrating data from one system to another while testing and training
involves providing end users training for better usage.
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5. What are the formal methods of obtaining quotations from
suppliers/developers for the identified requirements or
modifications to be made to the system in accordance with
organisational policy and procedures? Name at least 2 methods
and briefly explain.
Request for quotation and invitation to bid are the two formal processes
which can be used for modifications to be made in accordance with
organizational system policy. These two methods help the company
connect with relevant suppliers in a professional manner.
6. Describe at least two relevant factors that might have an
influence on you when deciding to select an internal and external
system supplier or developer?
Accessibility and quality issues are the main factors which influence
selection of an internal and external supplier. This is because timely
implementation of high quality system is essential for achieving success
with the company. In addition to this the cost of dealing with the
suppliers and their sustainability also affects decision making,
7. How do you select a system supplier in accordance with
organisational policies and procedures? Identify at least 5
factors.
The first factor which is considered when selecting a supplier I the
production capabilities of the supplier as it will affect timely deliver of
the product. The level of sustainability and ethical nature of the supplier
is also taken into consideration. The ease of communication and cultural
fir of the supplier are also important for making effective decisions
about supplier selection as per company policy. Finally financial analysis
of the suppliers and evaluating other options also helps identify best
supplier for the company.
8. How do you identify and develop implementation strategies in
consultation with staff? Identify at least 4 strategies.
The best way to consult with staff to construct implementation
strategies is to regularly conduct meetings and create a feedback loops.
In addition to his another method of formulating strategies is to conduct
research on current systems used in the industry. After this there is also
option of hiring third part of strategy formation and implementation.
Finally there is also a strategy of implementing system in stages to
ensure perfect institutionalization.
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9. What do you need to consider when encouraging staff to
participate in all stages of the implementation process? Identify
3 ways to boost the confidence of staff members when
implementing change.
Constructing reward and recognition strategies to increase employee
participation is an effective strategy as it provides employee reason for
participating in the project. In addition to this, there is also the method
of constructing a support system between leadership and employees to
gain their confidence. Feedback communication channel can also be
constructed to prepare employees for implementation and resolve their
quarries.
10. When implementing a system in accordance with
organisational (2) and legislative (3) requirements, what do you
need to take into account? Identify 2 organisational reasons and
3 legislative reasons.
The first organizational requirement which needs to be taken into
consideration is financial impact of implementing a system and second
requirement is employee acceptance and usage of the system. The
compliance with data protection legislation, ethical business practices
and IP laws are the three legislative requirements when implementing a
system change at the company.
11. How do you define and communicate procedures for using the
system to the staff? Identify at least 4 methods of communicating
the system's procedures.
The first method of communicating with staff about systems procedure
is to hold regular meetings while the second method is to offer staff a
training period so that they are able to effectively understand the
system procedures. In addition to this, seminars can be conducted so
employees gain expert knowledge regarding the system. The final
method of communicating system procedure to employees is through
individual performance management process so that each employee is
able to update their skills as per system requirements.
12. What is required to provide training and support for staff on
the use of the new or modified system? Identify at least 2
training options and 3 support services.
Instructor-led training is an effective option for providing employees
training about the modified system. In addition to this, simulation
training can help employees how to effectively apply the new and
improved system. Support from senior leadership increases employee
morale in training. Support from individual mentors and coaches can
also help employee understand usage of the new system and accept it
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quickly. Learning management system can also be used to provide
employees support. .
13. The implementation of the new administrative system at your
workplace has proven problematic. To deal with potential
problems, you have implemented a contingency plan. How will
you ensure that the contingency used has minimal impact on the
administrative system user?
The best way to ensure that the contingency does minimum impact on
the system is to ensure that the plan is based on original objectives and
can be quickly implemented to take action in case of any major changes
occur due to its impact. In addition to this making the contingency plan
also helps reduce impact on administrative user as it reduces
connection between the plan and the user.
14. In accordance with organisational requirements, how do you
monitor the system for usage, security and output?
Key performance indicators will be utilized for monitoring usage security
and output. In case of usage the KPI used will be capacity utilization and
precent planned maintenance. In case of output overall operating
efficiency will be monitored through overall operating efficiency. Finally
the security of system will be monitored by testing the system against
cyber-attacks and common ways of hacking.
15. Outline the relevant organisational requirements that may
need to be considered when modifying an administrative system?
Identify at least 3 different requirements.
The primary requirement is to comply with legislative and regulations
related to IP and data management at a company. In addition to this
there is also requirement of following financial constraints and ensuring
that the budget if implementation does not exceed decided amount. The
final requirement is user-friendliness of the system so that that
excessive training is not required to make the staff familiar with the
system.
16. You have recently recognised the warning signs of a potential
problem after the implementation of a new administrative
system. Explain how you would notify the users of the system
that there will need to be further modifications. Outline at least 3
different methods.
Memo can be used to notify the users of the system about the potential
problem and information required to handle that problem individually in
a concise manner. Employee notification tools can be used to connect
users and notify them in an effective manner. Besides this, digital
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communication channels such as email and social media can also be
used to alert and notify employees and highlight every aspect of the
potential problem.
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17. Organisations need to monitor staff training needs to train
new staff on the administrative system. What are the four steps?
The best way to monitor employee training needs is to create gas in
employee training process to asses level of employee knowledge and
improvement. After this analysis strengths and weaknesses of the
employees and conducting analysis on training needs of each employee.
18. What is required to work with relevant personnel and
stakeholders to identify administrative system improvements?
Identify at least 4 reasons.
The first requirement is a communication and learning management
system to offer stakeholder support and continuously communicate with
hem. In addition to this, feedback loops are also needed to
communicate with employees.
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Assessment Outcome Written Questions
Question Correct ()
1
2
3
4
5
6
7
8
9
10
11
12
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14
15
16
17
18
Assessed by ______________________________________________
Assessor Signature_________________________ Date _________
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Project 1 – Case Study – Implementing a new CRM System
The focus of consumer relationship management system is on building
strong consumer relationship and increasing consumer retention rate for
the company The primary stakeholders which need to be communicated
with in order to improve and modify consumer relationship management
system are employees, leaders and investors of the company. The
senior leadership the company will be communicated through regular
meetings while the investors and shareholders will be communicated
through written reports for approval on various necessary modification
or the consumer relationship management system. The employees will
be connected continuously to offer them support during modification of
consumer relationship management system and gain successful results.
The essential requirements for modification of CRM system includes a
market research on consumer behaviour, data management system to
effectively utilize consumer data and cyber protection services to gain
protection from any cyber attacks or vulnerabilities in the CRM system.
The training needs for employees includes providing them virtual
simulations of interacting with consumers after introduction of new CRM
system so that they are able to accept and work with modifications
quickly. Employees will be supported throughout this change by
continuous communication from senior leadership. Key performance
indicators will be utilized to monitor success of consumer relationship
management system. The main key performance indicators which will
be used for CRM system monitoring are churn, rate closure rate, product
usage, retention percentage and recurring revenue. The future
improvement will focus on expanding the CRM system to every aspect
of the company so that consumer experience can be optimized. In
addition to this the main staffing requirements for the modification of
the CRM system include IT experts in the field of data management.
Assessor needs to use the below meeting performance checklist to assess
the Case Study.
Items Yes/
No
Comments
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Work with relevant personnel and
stakeholders to identify administrative
system improvements
Document necessary requirements or
modifications
Provide training and support for staff
to use the new or modified system
Monitor the new system and identify
future improvements and staff training
needs
Assessed by ______________________________________________
Assessor Signature_________________________ Date _________
Business, Accounting and Finance
BSBADM504 Plan and implement
administrative systems
Assessment Outcome Record
In order to be deemed competent in this unit, the candidate must answer
all written questions correctly and satisfactorily complete all practical
tasks. In order to complete all practical tasks, all Observation Criteria
need to be satisfied, i.e. demonstrated and marked as an 'S'. The task
summary outcome must be noted as satisfactory to note the
demonstration of a satisfactory outcome for each practical task
requirement.
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Student Name
 Not Yet Competent  Competent
Comments
Assessor
(Name)
Assessor
Signature
Date
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