Project Management - Development of CRM system in Archer & Holland Jewellery

Running head: PROJECT MANAGEMENT
Project management
Name of the Student
Name of the University
Author’s Note

PROJECT MANAGEMENT
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Table of Contents
1. Project title...................................................................................................................................2
2. Background of the project...........................................................................................................2
3. Develop quality management plan..............................................................................................2
3.1 Description of the quality standards in the project management...........................................2
3.2 Quality management plan including 5 total metrics..............................................................4
4. Stakeholder management plan including conflict management..................................................6
4.1 Stakeholder management plan’..............................................................................................6
4.2 Conflict management.............................................................................................................9
Bibliography..................................................................................................................................11

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1. Project title
The title of the project is development of CRM system in Archer & Holland Jewellery
2. Background of the project
The paper mainly reflects on the development of CRM system in Archer & Holland
Jewellery. It is found that Archer & Holland Jewellery is one of the shops that is located in
Australia. It is found that due to the rising competition in the market, the organization faces
difficulty in existing in the market as other organization provider better services. In order to
compete with the existing organizations and for providing better services to its customers, the
organization took a decision of developing a CRM system. It is found that the use of CRM helps
in maintaining a centralized database and further assists in managing all type of communication
as well as interaction with different prospects and as result relations with the customers get
improved. Furthermore, the CRM helps in allowing reps to proper update all the types of deals
and will provide quick service which not only attract more customers but also helps in giving
tough competition in the market.
3. Develop quality management plan
3.1 Description of the quality standards in the project management
According to Lo and Yeung (2018), quality standards are generally defined as one of the
documents that generally helps in providing proper requirements, specifications, characteristics
which can be used consistently for ensuring that the various materials, processes as well as
services that are used are fit for maintaining quality. The standards assist in providing the entire
organization with proper shared vision, procedures, understanding as well as vocabulary that is
mainly required for meeting the various requirements and expectations of the customers. As the

PROJECT MANAGEMENT
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standards are helpful in presenting very much precise descriptions as well as terminology, they
generally help in providing proper objective as well as authoritative basis for the entire
organization so that they can effectively communicate for conducting the business. It is analyzed
that Archer & Holland Jewellery will utilize different guidelines, procedures as well as
definitions for satisfying the quality needs of the customers as well as for ensuring that the
various internal processes are effectively controlled as well as defined (Gunasekaran,
Subramanian and Ngai 2019). The various quality standards that are utilized by the organization
“Archer & Holland Jewellery” are elaborated below:
ISO 9000: It is one of the international standards that is related with quality management
as well as quality assurance which is mainly developed for helping the companies quite
effectively for successfully documenting the quality system related elements that are mainly
necessary for maintaining proper and efficiency quality system (Bastas and Liyanage 2018).
With the help of this standard, the company can be able to keep the customers happy by
satisfying them and by meeting different regulatory needs.
ISO 26000: It is found that ISO 26000 is generally defined as one of the international
standards that is mainly developed for helping the organization effectively. It is found that
Archer & Holland Jewellery utilizes this particular standard for properly assessing as well as
addressing different types of social responsibilities which are found to be significant to mission,
vison, operational process as well as for creating positive environmental impact.
ISO 9001: It is one of the standards that helps in specifying various needs as well as
requirements that are mainly associated with the quality management system. It is identified that
the Archer & Holland Jewellery must utilize this particular standard for effectively
demonstrating the capability of providing different types of products as well as services for