Assignment On Implementation Of Crm System For Abc Convenience Store

Running Head: PROJECT MANAGEMENT
Integrated Business Project: Implementation of CRM for Convenience
Shop
Name of the Student
Name of the University

1PROJECT MANAGEMENT
Question 1
1.1 Title
Implementation of CRM System for ABC Convenience Store
1.2 Executive Summary
ABC Convenience Store is a growing store that sells various types of household,
stationary and other products. This store is operating manually from the start and although the
store staff and very well trained, there are certain issues arising including delay in the cashing
process, errors in listing during cashing and others. In order to solve these problems, it has been
decided that an IT based CRM system will be implemented that will be included within an
integrated ERP package. The management has also decided to install two PCs in which the
system will be implemented. Moreover, the staff will be provided with appropriate training
required for the management of the IT based system.
1.3 Introduction and Background
The project under focus in this report is the implementation of CRM System for ABC
Convenience Store that is currently being managed and operated manually. When the store was
initially opened, manual operations were not any problem as it could easily be handled by the
few attendants and a store manager. In the current system, the customers choose the products
they want to buy and forward to the payment counter where the accountant checks and lists the
prices of the products, calculates total cost and hands over the products to the customer as the
payment is complete. However, this system is not very effective anymore as the store has grown
in size and the number of customers has also increased considerably over the years. Hence, the

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company felt that there was a need for change in the operational system and it will be convenient
if an automated system can be developed for faster processing and operations. Thus the project
for implementation of CRM system in the store was proposed that also involved ERP package to
be integrated in the system for further enhancement in the system. As per the plan, it was decided
that two computers will be installed in two cash counters and a cloud based inventory will be
created that will keep all the records of the products that are currently in stock. The stock will be
updated after each purchase of the customer. As for the operational process, each product will
have bar code number and the when the customer places his cart on the counter, the accountant
will scan the bar codes of the products to generate the bill for the customer to pay. Additionally,
once a bar code is scanned, the inventory will automatically decrease the number of that
particular product in stock by 1. Once the bill is generated, the customer may choose to pay via
debit and credit cards and the transaction details will be stored in the database.
In short, once the system is implemented, the entire process will be automated and the
accountants will only need to scan the bar codes, swipe the payment cards in the payment
machine or accept the cash payments from the customers. The added benefits to the automated
system includes a cloud based inventory system that will replace the manual records and also
better management of products and the revenue generated from the sales of the products.
1.4 Methodology
For this particular project, a survey was conducted on five employees of the organisation
in order to generate their views on the proposed project and its benefits. The survey results and
summary have been discussed later in this report. Furthermore, the schedule followed for the
project throughout its course is shown in the following table.

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WBS Task Name Duration Start Finish