Implementing a new CRM System - Case Study

Business, Accounting and Finance
BSBADM504 Plan and implement
administrative systems
Student Assessment
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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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RTO: 41422 CRICOS: 03590D 2 | P a g e

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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RTO: 41422 CRICOS: 03590D 3 | P a g e

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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RTO: 41422 CRICOS: 03590D 4 | P a g e