MANAGING INFORMATION SYSTEM AND ITS SIGNIFICANCE

LETTER TO SPONSOR
To,
The Board of Directors,
Queensland Tourism,
Level 10, 30 Makerston Street,
Brisbane, Queensland 4000, AU.
Respecter Sir/Madam,
Queensland Tourism has evolved in a gigantic way in these recent days. It becomes one
of the leading and largest competitor in tourism industry of Australia. In the modern world, our
business is having some severe issues in delivering quality services to our customers.
Queensland tourism uses the internet technology to perform its daily operations. Moreover the
business also requires the support of the information systems which can allow the business to
manage the customers as well as can help them to give better services to their respective
customers. The use of these information systems can develop the business performance of
Queensland tourism in high amount. In this particular project proposal, we wished to introduce
CRM information system in our workplace to increase the quality of services for our customers.
Therefore, we collectively request you to allow and approve the implementation of the
proposed CRM system in our workplace. The implementation of the proposed i0nformation
system needs you as the sponsor. A sponsorship fact file is attached with this project proposal
that can assist you to take effective decision regarding our proposed plan. Thus, we pray and
hope that you will look after the matter with your kind concern and also help us to implement the
proposed system. We are really thankful to you as you gave your valuable time to review the
project proposal package.
Sincerely,
Cassie Zuill,
Regional manager.

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RESEARCH PROPOSAL ON THE EFFECTIVENESS OF CRM IN BUSINESS: A CASE
STUDY OF QUEENSLAND TOURISM
Name of the Student:
Name of the University:
Author Note:

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Executive Summary
In this modern world, technology has a huge impact on every businesses. Each and every
businesses are using these technologies to drive their daily business operations. These are highly
benefited with these technologies and are delivering quality services to their customers. The most
famous technology used in these recent days is the internet technology. The internet technology
becomes one of the key driving force for several businesses. The internet technology is used to
perform the operations as well as it is used to deliver the products or services to the customers
through online. Moreover, with the advent of the internet technology the communication
becomes easy. The customers can easily communicate with the business officials which allow
them to deliver quality products to their respective customers. This particular research proposal
is prepared to provide the knowledge regarding the effectiveness of CRM in a tourism business.
The CRM system are highly beneficial in this business as it helps the businesses to strength the
customer relationship and bonding. This also allow the business to involve more customers as
well as retain existing customers in their business. This research proposal also provides an
implementation strategy of the CRM system by describing the SDLC life cycle of CRM system.

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Table of Contents
Executive Summary.............................................................................................................1
Introduction..........................................................................................................................3
Discussion............................................................................................................................4
Background of the Company...........................................................................................4
Issues and Opportunities of IT/IS....................................................................................4
SDLC Cycle.....................................................................................................................7
Post Implementation Analysis.........................................................................................9
Project, Change and Risk Management...........................................................................9
Conclusion.........................................................................................................................11
References..........................................................................................................................12
Appendices........................................................................................................................12

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Introduction
Small businesses highly depend on the modern technologies as these technologies are the
key driving factors of every business operations. These technologies are helping these businesses
to achieve their aims and objectives. The modern technologies are advancing those businesses to
gain a competitive advantage in the present market scenario. Each and every departments of the
businesses are using these technologies to perform their individual operation. Using the modern
technology, businesses are able to conduct smooth communication throughout their workplace.
The customers are able to communicate in an easy manner with the use of these technologies.
Customers are placing their queries easily which are immediately resolved by the businesses.
Especially, online businesses are highly benefited with the use of the modern technologies where
each and every business operations are highly dependent on the information technology and
information systems (Laudon and Laudon 2015). These intelligent systems use the business data
to deliver services to their customers. These information systems are generally used to produce,
store and process the sensitive data. In online businesses where the business operations are
operated with the help of the internet technology as well as they use this technology to provide
the services to their clients. Some major benefits provided by these intelligent systems are
improved workforce efficiency, allowing the business to gain the competitive benefits and also
are used to manage the whole business ranging from the manufacturing department to the
transaction department.
This project proposal is made to deliver the importance of CRM in a business. In this
research proposal, a CRM system is planned to be implemented in a chosen business. The chosen
business for this research proposal is the Queensland tourism. In this proposal the effectiveness
of the CRM system is discussed as well as the implementation process of this system is also

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discussed. The SDLC cycle of the CRM system is also shown in this project proposal. This allow
the Queensland tourism to easily implement the CRM system in their workplace. Lastly, the
proposal also discussed different project management approaches that can be used to manage the
chosen information system in Queensland tourism.
Discussion
Background of the Company
Organizational Context
Queensland tourism is a tourism business based operating in Australia. It is the leading
marketing, experience and destination development of the Queensland Government (queensland
2020).
Business Process: Queensland tourism is a statutory agency of the Queensland Government. The
various business process involved are marketing, tourist package and experience development.
Business Mission: The mission of the concerned business to foster innovation, boost visitor
expenditure and drive the industrial growth. The business deals with numerous processes like
booking of spots, booking the tourist package for the tourists, transaction processes and so on.
Business Vision: The vision of the concerned business is to motivate the people to advent the
beautiful place of Queensland.
Internal and External Environments