Project Management of Customer Relationship Program
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Added on 2020-02-24
Project Management of Customer Relationship Program
Added on 2020-02-24
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Running head: PROJECT MANAGEMENTProject management: Case Study: High Service IncName of the StudentName of the UniversityAuthor’s Note
1PROJECT MANAGEMENTTable of Contents1. Project charter..............................................................................................................................21.1 Purpose..................................................................................................................................21.2 Milestone...............................................................................................................................21.3 Duration.................................................................................................................................41.4 Budget estimate.....................................................................................................................41.5 Assumptions, Constraints and risks.......................................................................................42. Stakeholder register.....................................................................................................................53. Stakeholder management strategy...............................................................................................93.1 Identification of stakeholders................................................................................................93.2 Key stakeholders..................................................................................................................103.3 Stakeholder Analysis...........................................................................................................104. Scope statement.........................................................................................................................11Bibliography..................................................................................................................................12
2PROJECT MANAGEMENT1. Project charter 1.1 PurposeThe main aim of the project is to develop proper customer relationship program forimproving customer service by increasing revenue and minimizing cost. It is identified that themain purpose of the CRM project is to trial 3 to 5 solutions for determining the social CRM,which is helpful in meeting the requirements. The new system must be procured with the existinginfrastructure for the major social platforms including twitter, facebook, blog as well asLinkedIn. The new system must be implemented across the enterprise for establishing propermetrics as well as analytics for measuring the performance of the new system.1.2 MilestoneTask NameDurationStartFinishDevelopment of CRM system for High service Inc.489 daysMon 9/4/17Thu 7/18/19 Initiation phase40 daysMon 9/4/17Fri 10/27/17 Developing business case5 daysMon 9/4/17Fri 9/8/17 Undertaking feasibility study10 daysMon 9/11/17Fri 9/22/17 Establishing project charter15 daysMon 9/25/17Fri 10/13/17 Appointing team members10 daysMon 10/16/17Fri 10/27/17 Completion of initiation phase0 daysFri 10/27/17Fri 10/27/17 Planning phase178 daysMon 10/30/17Wed 7/4/18 Creating project plan20 daysMon 10/30/17Fri 11/24/17 Creating resource plan30 daysMon 11/27/17Fri 1/5/18 Creating financial plan25 daysMon 1/8/18Fri 2/9/18 Creating quality plan27 daysMon 2/12/18Tue 3/20/18 Creating risk plan25 daysWed 3/21/18Tue 4/24/18 Creating acceptance plan12 daysWed 4/25/18Thu 5/10/18 Creating communication plan21 daysFri 5/11/18Fri 6/8/18 Creating procurement plan18 daysMon 6/11/18Wed 7/4/18 Completion of planning phase0 daysWed 7/4/18Wed 7/4/18
3PROJECT MANAGEMENT Execution phase267 daysThu 7/5/18Fri 7/12/19 Trial solutions40 daysThu 7/5/18Wed 8/29/18 Procure the new system35 daysThu 8/30/18Wed 10/17/18 Integrate the new system into existing system42 daysThu 10/18/18Fri 12/14/18 Procure necessary data and API38 daysMon 12/17/18Wed 2/6/19 Trialing new system processes27 daysThu 2/7/19Fri 3/15/19 Implementation of new system41 daysMon 3/18/19Mon 5/13/19 Establishing metrics and analytics44 daysTue 5/14/19Fri 7/12/19 Completion of execution phase0 daysFri 7/12/19Fri 7/12/19 Closure phase4 daysMon 7/15/19Thu 7/18/19 Stakeholder sign off1 dayMon 7/15/19Mon 7/15/19 Post project review2 daysTue 7/16/19Wed 7/17/19 Documentation1 dayThu 7/18/19Thu 7/18/19 Completion of closure phase0 daysThu 7/18/19Thu 7/18/191.3 DurationIt is identified that the entire duration that the project “development of CRM system forHigh Service Inc. requires is around 489 days. The project manager assumed that within 489days the entire project would be executed successfully.1.4 Budget estimate It is identified that around $2,000,000 is required for completing the project successfullyas per the estimation of the project managers. It is estimated by the project manager that$300,000 of the funds are generally used for internal staffing and rest of the amount will bespend on various consultants, for procuring solutions, staff training, help desk support andlicensing the social media data APIs.
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