This report highlights the 7-step SDLC model for developing a new CRM system for Westpac bank. It discusses the internal and external environment, SWOT and PESTLE analysis, and project, change, and risk management.
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Running head: PROJECT DEVELOPMENT AND MAINTENANCE Project Development and Maintenance Name of the Student Name of the University Author Note:
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1PROJECT DEVELOPMENT AND MAINTENANCE Letter to Sponsor Mr Brian Hartzer Westpac group Australia 275 Kent Street, Sydney, NSW 2000 Sydney, NSW, Australia Westpac- It is considered to be as one of the oldest banks and organization. It is one of the four major banking organization which is based in Australia. It is one of the largest banks in New Zealand. Westpac tends to provide a wide range of banking and financial services in the given market. It is mainly inclusive of both consumers, institutional banking and lastly services related to wealth management. The main portfolio of financial services is all about branding and business which focus on the overall business. Westpac group mainly comes up with mainly five key customers facing division which tends to operate a unique brand of portfolio. I am happy to inform you about the chance of presenting this proposal which is all about developing new CRM at Westpac Group. From the point view of analysis, CRM in Westpac bank is all about recording various kind of activities related to sales, customer experiences, field services and data analysis. It mainly tends to provide on-premise and on-demand based solution. Around three times will be needed for development of CRM system. The whole project will be divided into three groups that are planning, analysis, development, testing, implementation, testing and maintenance. I am looking forward to taking feedback and discussion of each proposal of new CRM system. Regards
2PROJECT DEVELOPMENT AND MAINTENANCE Executive Summary The development of IT application is considered to benefit when it is aligned with the organizational strategy. There is some kind of growing trend in IT system which will help the Westpac bank to increase their revenue along with maintaining relationship with customers. The following report has been prepared in alignment with CRM system which is being developed at Westpac bank. The report provided an idea concerning Westpac group and highlighted about the customers of Westpac group. The upcoming pages of the report provides an idea concerning internal and external environment. Apart from this, the report tends to highlight lack of customer relationship management in comparison with some of major competitors. In the above pages, the seven steps of SDLC of new CRM system has been discussed in details. The last section of the report mainly deals with change management, risk management and lastly project management.
3PROJECT DEVELOPMENT AND MAINTENANCE Table of Contents Introduction......................................................................................................................................4 Discussion........................................................................................................................................4 Organizational Context................................................................................................................4 Internal and External Environment..............................................................................................5 SWOT Analysis.......................................................................................................................5 Pestle Analysis.........................................................................................................................6 Problem and Opportunity............................................................................................................7 7- Step for SDLC Model in CRM system...................................................................................8 Planning phase.........................................................................................................................8 Analysis phase.......................................................................................................................11 System Design phase.............................................................................................................12 Development phase................................................................................................................12 Testing phase.........................................................................................................................13 Implementation Phase............................................................................................................13 Post Implementation phase....................................................................................................14 Project Management, Change Management and Risk Management.........................................14 Project Management..............................................................................................................14 Change Management.............................................................................................................15 Risk Management..................................................................................................................16 Conclusion.....................................................................................................................................17 References......................................................................................................................................18
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4PROJECT DEVELOPMENT AND MAINTENANCE Introduction The following report mainly highlights about 7-step of SDLC which will help Westpac bank to develop a new CRM system (Kumar and Srivastava 2016). The report begins with background of Westpac bank after that internal and external environment has been provided in brief. It also highlights present relationship of bank with customers. After that importance of CRM system for Westpac group has been discussed in brief. The seven steps of SDLC model, a project team and next seven steps have been discussed in details (Girchenko, Ovsiannikova and Girchenko2017).Thecomingpagesofreportmainlydealwithinternalandexternal environment of this organization. Apart from this, the reportmainly tends to highlight certain number of activities along with process in each group (Sattar, Bajwa and Shafi 2015). It is mainly needed for analyzing some of the detail activities in the given process. The report tends to provide pros and cons for some of the alternative. It also tends to provide some kind of optimum solution for each of the given step. The last section of the report mainly deals with project management, change management and risk management in the activities (Corner and Hinton 2015). It is needed for having a proper kind of understanding concerning mitigating the involved risk, reducing overall cost and understanding the need. Discussion Organizational Context Westpac group is considered to be as one of the oldest banks of Australia. It is considered to be as one of the largest banks of whole New Zealand. Westpac group tends to provide a wide range in banking and financial services in the whole market (Reicher, Komáromi and Szeghegyi 2015). The services are mainly inclusive of institutional banking and wealth management
5PROJECT DEVELOPMENT AND MAINTENANCE services. The main business of Westpac group tends to operate in wide range of portfolio brands. The consumer bank of Westpac group is mainly responsible for understanding overall sales and services for various kind of customers in Australia. It is mainly responsible for required sales and services in macro, small medium enterprises and commercial business in Australia. The division mainly tends to provide services for flow of cash and auto financial loans. Westpac in Australia tends to provide large number of services like insurance business and is responsible for manufacturing and distribution of investments (Fang 2017). BTGF tends to operate in wide range of fund management and financial services. Westpac institutional bank aims to provide a range of financial products and services for both commercial and corporate institutes and various governmental connection in Australia. WIB is mainly responsible for Group pacific banking operation which tends to provide huge range of services (Ahmed, Amroush and Maati 2019). Westpac New Zealand is mainly responsible for understanding sales and services related to banking services Internal and External Environment SWOT Analysis Westpac is one of the oldest banks in Australia which was found in the year 1817 completing 200 years in 2017 (Lipiäinen 2015). It is considered to be first bank of Australia and oldest organization among all the major banking firms. Strength:Westpac is known to be 200-year-old brand which focuses on operation with some core-markets in both Australia and New Zealand more than 13 million customers (Khan et al. 2016). It is considered to be as one the Big four player in Australia who comes up with assets of 852 billion dollars.
6PROJECT DEVELOPMENT AND MAINTENANCE Weakness:Westpac bank is embroiled in various kind of legal issues and problems. This particular banking organization comes with poor environmental record for its employees. Opportunity:There is huge number of developments in the banking industry which has been found in the last few years (Belias et al. 2017). Westpac is focusing on kind of time on which whole thing can be depended. It emphasizes some of the underlying technology which will make sure of the fact that the whole thing is nimble and competitive. Threats:It focuses on introduction of bank for understanding its effect on stakeholders. Westpac group focus customer centric which can rise a fintech of threat for understanding the present banking players (Hosseini, Hosseini and Meymand 2016). Also, Westpac focus on some of the increase of digital technologies implementation which will ultimately result in various kind of cyber security threats. Pestle Analysis The headquarters of Westpac is located in Sydney which tends to provide large number of portfolios for both banking and financial services (Santouridis and Tsachtani 2015). Westpac group tends to employ more than 35,096 employees in the year 2017. Political:There is certain number of rules and regulation which tends to have some direct effect on the industry. Australian Parliament focuses on certain number of things like banks with coming up with more than 100 billion dollars (Dakhare et al. 2018). Westpac is considered to be as one five Australian Banks which tends to fall under this rule. Social:There has been increasing ageing and culture diversity for various kind of consumers. It is mainly done so that they can require particular products and services (Aljohani and Qureshi 2016). There has been growing demand for affordable services and housing.
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7PROJECT DEVELOPMENT AND MAINTENANCE Technological:Westpac bank tends to offer huge number of services and products for its customers (Pinciroli et al. 2017). It merely tends to highlight various kind of transformation in the services provided by it. Digitization is all about providing large number of services and improving its efficiency. Legal:It focuses on implementation of some kind of regulation by certain number of authorities which has ultimately led to various kind of challenges that can affect the business (Roy, Dasgupta and Chaki 2016). Westpac group focus on implementing certain of policies which will increase scrutiny of various financial borrowers. Environmental:There is large number of environmental criticisms which focus on certain number of changes in the current business practices (Karim, Saba and Albuolayan 2017). Westpac group should invest in certain number projects that will result in climate change-based solution. Economical:The stable Australian and global economy tends to outlook the whole thing in the year 2018 (Nazir and Nazir 2018). In the coming year, there is possibility of Chinese investment which drives up the Australian property prices. Problem and Opportunity Marketing generally involves some of the target business and its segment which focuses on customers related activities. Customers are considered to be forefront of any organization within this banking industry (Yadav and Kumar 2016). Westpac group is considered to be as one of oldest bank of Australia. This particular banking domain focus on proper management of customer relationship in some of the banks. So, as a result, the management tends to require
8PROJECT DEVELOPMENT AND MAINTENANCE customer management system which is in demand and can easily make changes in the current marketing strategy. Apart from this, there is another kind of issue which is encountered in Westpac Bank is that it does not have a specialized system for managing their customers. CRM mainly tends to operate on Opera System for its operation in Banking domain (Karim et al. 2016). Apart from, there is certain number of functions related to storage of customer information which is not highlighted. All the activities related sales are merely recorded by various salesperson in the given document format (Alshamrani and Bahattab 2015). As per various research, there is large number of odd selling of goods for understanding their customers for 50% and 15% for new customers. Westpac bank can improve their overall profit by 85% by increasing customer retention by 5% only. There are other kinds of competitors in the market which focuses on customer relationship management system. The most suitable customer relationship management focus on managerial models for increasing their sales and marketing representative (Sattar, Bajwa and Shafi 2015). It can be organized on a daily basis along with improving the overall business performance. It can also bring huge number of benefits like tracking down of sales and assigning each representative and planning of the given strategy. 7- Step for SDLC Model in CRM system System development life cycle can be defined as a systematic approach which is needed for solving various kind of issues. It mainly focuses on development of various kind of information system solution (Rob 2015). It focuses on seven stages for complement information system. It focuses on understanding the need of customer relationship management system which
9PROJECT DEVELOPMENT AND MAINTENANCE is needed for maintaining healthy relationship with customer. It is all about improving the overall business performance. Planning phase Identifying chosen System There is mainly four streams of CRM system in the present market. CRM comes up with large number of applications like operational, collaboration, portal base and lastly analytical. CRM system in banking industry comes up with two main functions like dealing with some of the daily operations and understanding the customer’s information (Kumar and Yadav 2017). The whole things mainly tend to occur as a result of data warehouse. CRM tends to a key role in the present business activities like delivery of product and related services. Analytical CRM is considered to be a part of overall customer demand. It mainly tends to work as a result of input data and providing list of strategy for input data along with suggestion. Understanding Project feasibility Economic feasibility is all about a proper kind of understanding concerning cost-saving, profits and increase in overall revenue (Jindal 2016). It mainly tends to focus on certain number of benefits like design, development and operation of the given system. It is considered to be an important factor for the launch of new information system. There is large number of numbers of organization around the globe like Westpac which focus on cost-benefit analysis of two major components like cost and benefit (Shiang et al. 2016). In the below table the cost-benefit analysis of the given CRM system has been provided.
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10PROJECT DEVELOPMENT AND MAINTENANCE Cost-Benefit Analysis for implementing CRM in Westpac group Hardware$200,000.00 Software$50,000.00 Development team salaries$200,000.00 Training$50,000.00 Total Development Cost$500,000.00 Hardware$200,000.00 Software$200,000.00 Operational Labor$50,000.00 Total Operational Cost$450,000.00 Approximate salary savings$100,000.00 Reduced operating cost$490,000.00 Total Benefit$590,000.00 Discount Rate Used5.00% Project Cost- Benefit Analysis Analysis Variables: Discount Rate Used5.00% Annual Benefits $ 590,00 0.00 Annual Operational Costs $ 450,00 0.00 One-Time Development Cost $ 500,00 0.00 Year of Project 012345 TOTAL S Economic Benefit$0.00 $ 590,000 .00 $ 590,000 .00 $ 590,000. 00 $ 590,000. 00 $ 590,000. 00 Discount Rate1.00000.95240.90700.86380.82270.7835 PV of Benefits$0.00 $561,90 4.76 $535,14 7.39 $509,66 4.18 $485,39 4.46 $462,28 0.44
11PROJECT DEVELOPMENT AND MAINTENANCE NPV of all BENEFITS$0.00 $ 561,904 .76 $ 1,097,0 52.15 $ 1,606,71 6.34 $ 2,092,11 0.80 $ 2,554,39 1.24 $ 2,554,39 1.24 One-Time COSTS $ (500,00 0.00) Recurring Costs$0.00 $ (450,00 0.00) $ (450,00 0.00) $ (450,000 .00) $ (450,000 .00) $ (450,000 .00) Discount Rate1.00000.95240.90700.86380.82270.7835 PV of Recurring Costs$0.00 $ (428,57 1.43) $ (408,16 3.27) $ (388,726 .92) $ (370,216 .11) $ (352,586 .77) NPV of all COSTS $ (500,00 0.00) $ (928,57 1.43) $ (1,336,7 34.69) $ (1,725,4 61.61) $ (2,095,6 77.73) $ (2,448,2 64.50) $ (2,448,2 64.50) Overall NPV $ 106,126. 73 Overall ROI 0.0433 Development of Project Plan After understanding the feasibility of this CRM project, a plan has been provided which is formal and certain number of documents have been approved. This particular plan requires proper schedule and scope of given resources (Vohra 2017). The complete plan needs to be properly scheduled, scope, resources and various kind of resources. It is expected that Westpac bank may require three months for the launch of system (Svensson, 2016). Apart from this, it is very much important to update a large number of things in the development phase of SDLC. Analysis phase The analysis phase mainly focuses on gathering large number of information and condition which is needed for design of system and its application (Kerzner and Kerzner 2017).
12PROJECT DEVELOPMENT AND MAINTENANCE There is mainly two kinds of activities like collecting business needs and focus on process diagram. Gathering requirement for Business There are large number details which are needed for meeting the present business needs and its success. The analysis of Westpac bank is considered to be an important factor in this particular stage (Ahmed, Amroush and Maati 2019). The given organization needs to have properunderstandingconcerningpeople,itsbusinessandcurrentsystem.Thetop-level management of Westpac bank needs to have an understanding concerning sales manager and members of this bank. The bank also aims to provide some kind of guideline on the method of adopting CRM for suppliers and risk management (Lipiäinen 2015). The information technology team members need to have an understanding concerning functional needs for the new IT. The top-level management also tends to have an idea concerning various kind of details. Creating Process diagram The main focus of this process is all about representation, capture, store and lastly manipulation and lastly distribution of information (Khan et al. 2016). It is mainly noticed between the given CRM and system and its environment. System Design phase System design phase mainly tends to highlight how the system can easily achieve its desired goals. Firstly, the required infrastructure of Information technology will be designed. The given organization needs to have an integrated IT infrastructure for supporting the IT system. As there is risk in internet security along with confidentiality, CRM system can be implemented in
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13PROJECT DEVELOPMENT AND MAINTENANCE the desktop (Belias et al. 2017). This particular system is forbidden for use by any kind of mobile devices by establishing connection to WIFL. The second step is all about design of system model which provides a graphical representation. Development phase In this phase, the detail of design documents is provided for actual system in the given design step. The main function is all about development of certain number of activities in IT infrastructure, database and lastly various kind of programs. There are mainly four kinds of approacheswhichareusedthatareinternaldevelopment,applicationserviceproviders, outsourcing and acquisition (Hosseini, Hosseini and Meymand 2016). The bank committee is very much committed to comparing each of the given solutions with optimum one. Internal development mainly emphasizes on high cost in the given timeframe and outsourcing in the risk in security and control systems. Testing phase Testing is considered to be an important step for both avoiding and elimination of various kind of software issues until and unless it is compared with real business operation. In the testing phase, there is assembly of various project section for understanding the environment for system vulnerability, errors and its compatibility (Santouridis and Tsachtani 2015). It mainly helps in control of a given system quantity along with verifying a given system. It is mainly needed for having an understanding of defining the earlier steps. Implementation Phase
14PROJECT DEVELOPMENT AND MAINTENANCE Implementation phase is all about method of making changes in the given project parts into actual given business system (Dakhare et al. 2018). The main implementation activities are all about formulating user’s documents, selecting its implementation method and lastly providing training to the end users. Formulating Detail Documents for Users By the help of formulating users, various kind of documents providing usage of system, administration, security needs along with guidelines about emergency handling (Aljohani and Qureshi 2016). It also tends to provide training to new kind of employees shortly. Selection of Implementation Method There are mainly four steps of implementation in this particular step that are Plunge, parallel, phased and pilot (Pinciroli et al. 2017). With the help of analysis, it can be found that, allthegivenfourstepscomeupwithprosandcons.Plungemethodisnotallabout recommendation for use as it is defined as the direct method of conversion for both CRM system and high level of risk. End-User Training CRM system is used by large number of users so that they can be trained properly. With the help of proper design and feature help the developed system is ready to use. It mainly highlights the point that the given system can be divided into various groups (Roy, Dasgupta and Chaki 2016). All the required sales and marketing staff and IT department tend to come up with basic usage for system. Sales manager and head of the department of IT staff which is needed for half-day training to the staff members
15PROJECT DEVELOPMENT AND MAINTENANCE Post Implementation phase Proper maintenance of system mainly emphasizes on proper monitoring, evaluation and lastly any kind of changes in the operating system after this process. The main activities encountered in post-implementation phase is all about building assistance, performing different kind of changes and providing support (Karim, Saba and Albuolayan 2017). Westpac team should analyze the CRM system after each analyzing every goal in the given system. Both the sales and marketing staff members need to have an understanding concerning responsibility for ensuring data input. Project Management, Change Management and Risk Management Project Management Project Management can be defined as the application of certain kills, tools and various kind of techniques in the project for understanding project needs. It mainly focuses on proper management in the given scope, quality, time, human resource and aspects of procurement (Nazir and Nazir 2018). Firstly, there is need of developing a Project Management Plan. Stakeholders mainly tend to influence a different kind of process in the project. CRM project at Westpac Bank Project Milestone MilestoneCompetition DateStakeholder Definingthebusiness requirements 5thJune 2018Project manager and CEO of Westpac group AccessingCRMsystem project feasibility 20thJune 2018Project Manager
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16PROJECT DEVELOPMENT AND MAINTENANCE Design of IT infrastructure1 July 2018Project Manager Design of CRM model1 July 2018Project Manager SelectingvendorofCRM system 30 July 2018Project Manager Planning a Training Schedule for the employees of Westpac 20 Aug 2018Project Manager and head of sales department of Westpac Bank Maintenance30 Aug 2018Project manager Change Management Change Management is all about defining various kind of changes in the organization like mission, strategy and organization structure. Westpac bank needs to come up with strategy which is needed for reducing the involved risk and cost of any kind of change (Yadav and Kumar 2016). At the time of CRM system, some kind of changes can take place in project team core members. Westpac needs to address some kind of strategy which can easily various changes in the given process. Risk Management Risk is defined as uncertain occurrence of given event or condition which will affect the overall project objectives. Risk management can be defined as aggregation of the organization activities which is proactive and identification, analysis and lastly control of given risk (Karim et al. 2016). Identification of the given risk is all about controlling large number of risk which can
17PROJECT DEVELOPMENT AND MAINTENANCE be avoided or mitigated. It mainly ensures the fact the given project is complete in more successful way. Risk DetailsDescriptionRisk Score Strategyforrisk mitigation Risk Owner Corruption of the input data Schedule delay Maynotbe ableto restore data 10Preparing a backup plan Management through cyberSecurity VendorofCRM andProject Manager Inaccuratecost budget Any kind of overbudget inthis project. Projectmay havebeen suspended for disagreeing tocost (Alshamrani and Bahattab 2015). 6Estimatingthe reservefundfor this project. Lessongained fromtheprevious project. Project Manager Large number of defectsfoundin Schedule delayinthe 6Bothproject managers and team VendorofCRM andProject
18PROJECT DEVELOPMENT AND MAINTENANCE thetestingthan expected project Tackling any kind of over budget in the system. members needs to followthe requirementin strict way. Strict evaluation of risk in each of the step. manager Table 1: Risk register and Response Strategy (Source : Created by Author) Conclusion From the above pages of the report, it can be easily concluded that this report is all about implementation of CRM in Westpac Bank. The implementation of this system can be done by following seven steps of SDLC model. In the above pages of the report, the background of Westpac bank along with internal and external environment has been discussed in details. In the beginning phase of the project, Westpac bank should focus on selecting system through economical and technical evaluation. After analyzing various approaches, it can be stated that Westpac group should follow ASP approach. Testing result is all about providing a chance to Westpac bank for making correction in the system. The report mainly ends with a discussion note on change management, project management and lastly risk management so that CRM is successful.
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19PROJECT DEVELOPMENT AND MAINTENANCE References Ahmed, B.S., Amroush, F. and Maati, M.B., 2019. The Intelligence of E-CRM Applications and Approaches on Online Shopping Industry. InAdvanced Methodologies and Technologies in Digital Marketing and Entrepreneurship(pp. 70-82). IGI Global. Aljohani, M.D. and Qureshi, M.R.J., 2016. Management of Changes in Software Requirements during Development Phases.International Journal of Education and Management Engineering (IJEME),6(6), pp.12-26. Alshamrani, A. and Bahattab, A., 2015. A comparison between three SDLC models waterfall model,spiralmodel,andIncremental/Iterativemodel.InternationalJournalofComputer Science Issues (IJCSI),12(1), p.106. Belias, D., Velissariou, E., Kyriakou, D., Vasiliadis, L., Roditis, A., Koustelios, A. and Sdrolias, L., 2017, June. Τhe use of digital CRM in the operation of Greek Hotels. In5 th International ConferenceonContemporaryMarketingIssuesICCMIJune21-23,2017Thessaloniki, Greece(p. 384). Corner, I. and Hinton, M., 2015. Implementation dynamics for CRM system development. Dakhare, B., Jain, H., VedantSalunke, R.G. and Student, B.E., 2018. CRM Application For Analizing the Sales Using Data Mining Techniques and Business Intelligence.International Journal of Engineering Science,16138. Fang, C., 2017, December. Research on the Introduction of CRM Service Management System- Case Analysis of the Car Factory. In2017 International Conference on Economic Development and Education Management (ICEDEM 2017). Atlantis Press.
20PROJECT DEVELOPMENT AND MAINTENANCE Girchenko, T., Ovsiannikova, Y. and Girchenko, L., 2017. CRM System as a Keystone of SuccessfulBusinessActivity.Knowledge-EconomySociety:ManagementintheFaceof Contemporary Challenges and Dilemmas, pp.251-261. Hosseini, T., Hosseini, M.H. and Meymand, M.M., 2016. The effect of performance of electronic customer relationship management (e-CRM) system on accepting electronic banking.Journal of Administrative Management, Education and Training,12(3), pp.357-367. Jindal, T., 2016. Importance of Testing in SDLC.International Journal of Engineering and Applied Computer Science (IJEACS). Karim, N.S.A., Albuolayan, A., Saba, T. and Rehman, A., 2016. The practice of secure software development in SDLC: an investigation through existing model and a case study.Security and Communication Networks,9(18), pp.5333-5345. Karim, N.S.A., Saba, T. and Albuolayan, A., 2017. Analysis of software security model in scenario of Software Development Life Cycle (SDLC).Journal of Engineering Technology (ISSN: 0747-9964),6(2), pp.304-316. Kerzner, H. and Kerzner, H.R., 2017.Project management: a systems approach to planning, scheduling, and controlling. John Wiley & Sons. Khan, H.U., Fournier-Bonilla, S.D., Jinugu, A. and Madhavi Lalitha, V.V., 2016, March. Possible challenges of the successful implementation of CRM in the service sector: A case study of Saudi Arabia. InNortheast Decision Sciences Institute Conference(Vol. 31).
21PROJECT DEVELOPMENT AND MAINTENANCE Kumar, C. and Yadav, D.K., 2017. Software defects estimation using metrics of early phases of software development life cycle.International Journal of System Assurance Engineering and Management,8(4), pp.2109-2117. Kumar, S. and Srivastava, M., 2016. A Critical Review On Perception & Benefits Of Customer Relationship Management (CRM) System In Indian Private Hospitals.Adhyayan, p.21. Lipiäinen, H.S.M., 2015. CRM in the digital age: implementation of CRM in three contemporary B2B firms.Journal of Systems and Information Technology,17(1), pp.2-19. Nazir, N. and Nazir, M.K., 2018. A Review of Security Issues in SDLC.American Scientific Research Journal for Engineering, Technology, and Sciences (ASRJETS),46(1), pp.247-259. Pinciroli, F., Zeligueta, L., Lund, M.I. and Justo, J.L.B., 2017. Systematic Mapping Protocol- Coverage of Aspect-oriented Methodologies for the Early Phases of the Software Development Life Cycle.arXiv preprint arXiv:1702.02653. Reicher, R., Komáromi, N. and Szeghegyi, Á., 2015. The possible success factors of introduction of CRM system at hungarian SMEs.Acta Polytechnica Hungarica,12(8), pp.215-229. Rob, M.A., 2015. Software size estimation: Practical models and their applications in various phases of the SDLC.update,6(3). Roy, B., Dasgupta, R. and Chaki, N., 2016. A Study on Software Risk Management Strategies and Mapping with SDLC. InAdvanced Computing and Systems for Security(pp. 121-138). Springer, New Delhi.
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22PROJECT DEVELOPMENT AND MAINTENANCE Santouridis, I. and Tsachtani, E., 2015. Investigating the impact of CRM resources on CRM processes:acustomerlife-cyclebasedapproachinthecaseofaGreekbank.Procedia Economics and Finance,19, pp.304-313. Sattar, H., Bajwa, I.S. and Shafi, U.F., 2015. Automated DD-path Testing and its Significance in SDLC Phases.Journal of Digital Information Management,13(5), p.337. Shiang, C.W., Halin, A.A., Lu, M. and CheeWhye, G., 2016. Long Lamai Community ICT4D E‐ CommerceSystemModelling:AnAgentOrientedRole‐BasedApproach.TheElectronic Journal of Information Systems in Developing Countries,75(1), pp.1-22. Svensson,L.E.,2016.Cost-BenefitAnalysisofLeaningAgainsttheWind(No.w21902). National Bureau of Economic Research. Vohra, V., 2017. Risk Management in System Development Life Cycle (SDLC).International Journal,5(3). Yadav, P. and Kumar, A., 2016. Software Testing with Different Phases of SDLC.International Journal of Recent Trends in Engineering and Research,2(3), pp.118-123.