Project Development and Maintenance

Running head: PROJECT DEVELOPMENT AND MAINTENANCE
Project Development and Maintenance
Name of the Student
Name of the University
Author Note:

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

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
Girchenko 2017). The coming pages of report mainly deal with internal and external
environment of this organization. Apart from this, the report mainly 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.