Assessment of Bank of Queensland's CRM System and Proposed Solution

Desklib provides past papers and solved assignments. This report analyzes Bank of Queensland's CRM system and proposes improvements.

Abstract
This report is regarding building professional skills for system analysis. A system analysis team
assessed the Bank of Queensland to find out the issues in their system due to which BOQ is not able
to grow in the market. The conclusion came out that the CRM system of the organisation isn’t
capable of matching the new technologies and feature as this is an old system. To resolve this issue,
the system is changed with another new CRM system which has new features and functions and
would be able to generate revenue of Bank of Queensland.

Table of Contents
Abstract.................................................................................................................................................1
Introduction...........................................................................................................................................3
Time Management Plan........................................................................................................................3
WBS Diagram.....................................................................................................................................7
To-Be Process........................................................................................................................................7
Comparison of To-Be and As-Is..............................................................................................................8
As-Is Process......................................................................................................................................8
To-Be Process....................................................................................................................................9
ERD Diagram..........................................................................................................................................9
Data Normalization:............................................................................................................................10
Testing Phase.......................................................................................................................................11
Training...............................................................................................................................................13
System Changeover.............................................................................................................................14
Report to Top Management................................................................................................................16
References:..........................................................................................................................................17

Introduction
Many organisations have been using different kind of systems, approaches, technologies to gain
profit from the market and grow their company. In this report, based on the professional skills
development for analysis of the system are processed. BOQ or Bank of Queensland is a bank that is
providing banking services to Australians. These services are different type of bank core business
services. In the CRM system of BOQ, the analyst team found out that it is using some old
functions and feature that have not updated yet as the new technologies have been introduced
to the market. BOQ is still using the same old CRM function that is producing less revenue
and more issues and company isn’t able to make profit from the customer’s side.
For this new CRM system has initialised to implement in BOQ which will be comprised with
new features and technologies and will able to produce more revenue than the older system.
For this, firstly report has introduced time management plan after that a WBS chart that
describes the function of BOQ. Then TO-BE process which explains how the new CRM
system will look like after implementation, arrange and manage the activities in the Bank of
Queensland. Afterwards, Entity Relationship Diagram is introduced often used to describe
the official relationship between all the major authorities or entities of an organisation. In the
last training and testing phases are initialised to complete the process.
Time Management Plan
Task Title Task Description Consum
ed days
Begin Date Finish
Date
Status
Building
CRM
implementa
tion team
A customer relationship
management team or
CRM team that is going to
work in the project to
build business
relationships and manage
data and work related to
them.
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Change
Manageme
nt Planning
No company can work on
the same strategies and
process for years and get
benefit from those
processes. Because as
market gains new skills
and technology develops
to create major changes.
That’s BOQ or Bank of
Queensland has to change
their working strategies to
get noticeable changes in
their working process.
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Estimation
of
implementa
tion Budget
of CRM
Budget estimation is a
very crucial step when
implementing new
technology to any of the
organisation. Planning or
forecasting for the budget
of some implementation
can be done by the help of
the main authorities of the
organisation because no
budget can be discussed
outside of the pocket of
that organisation.
Therefore, the BOQ has to
keep a balance in budget
and the implementation
plan so that it can be easy
for the organisation to
implement a new strategy
within their budget.
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Starting
working on
CRM
significance
This will be a discussion
between the authorities of
the BOQ and the project
management and CRM
team. CRM technology
can be discussed in
various ways and for a
very long time but the
main concern here is, is
the CRM technology is
able to make major
changes in BOQ facing
out the real world issues,
not the ideal or
philosophical methods.
For this, this meeting is
arranged and discussing
how CRM can increase
productivity, efficiency
and effectiveness of BOQ
if CRM is implemented
into the company.
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Initiate the
planned
project of
CRM
As the team is developed
and they have collectively
decided to implement the
technology or strategy of
CRM into the BOQ, the
process should be
initialized in this task.
Here the main executes
and the HR management
will be active to process
the employee training and
migration part to see the
impact.
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CRM
implementa
tion
Confirmati
on and
testing.
This comes as the final
phase of this project.
Coming to this edge of the
project, processes like
planning, budget
forecasting, CRM
discussion,
implementation and
training is accomplished
that is going to help BOQ
in its growth. Now this
task involves the testing
and success evaluation
process which concludes
the overall project
implementation.
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WBS Diagram
To-Be Process
This process explains that the system which is going to install in the BOQ will be able to
solve the current system problems or not. In other words, it can be said that TO-BE is the
process which explains how the new CRM system will look like and arrange and manage the
activities in the Bank of Queensland. In the CRM system of BOQ, the analyst team found out
that it is using some old functions and feature that have not updated yet as the new
technologies have been introduced to the market. BOQ is still using the same old CRM
function that is producing less revenue and more issues and company isn’t able to make profit
from the customer’s side (Santouridis 2015).
TO-BE process is the graphical method of showing how the company will work once new
technologies are implemented into the BOQ to generate more profit.

Comparison of To-Be and As-Is
As-Is Process
The As-Is process diagram explains the methods and procedure that was following by the
staff and BOQ.

To-Be Process
Here the To-Be diagram explains what will be the new procedure of following the CRM
system in BOQ. The admin will be able to see the transaction details and also can manage
them accordingly.
ERD Diagram
Entity Relationship Diagram is often used to describe the official relationship between all the
major authorities or entities of an organisation. In this diagram all the authorities of an
organisation whether it is user or the main authority are sorted in a particular manner
according to their work, objective, role and responsibilities, and also some concept related to
each other. These concepts relate those sorted entities by a particular mean of interest. Like
how the main authority or the owner is connected to the customer and what other entities
come in between these two groups. In the Bank of Queensland Company, all its entities and
major authorities are placed in a graphical chart to describe how the authorities of this
organisation are connected to each other. It can be used to outline the requirements for the
CRM system that is going to implement in the BOQ (Al-Masree 2015).

Data Normalization:
Data normalization technique is used to organize the data present in the database of any
system. This can also be said that it is an approach that is able to reduce the data redundancy,
unnecessary components from the data and other characteristics like update, insertion-
deletion activities. To organize the data present in the database some steps or normalization
forms are used which are as followed.
1NF (First Normal Form)
2NF (Second Normal Form)
3NF (Third Normal Form)
These are the most used normalization forms that are used in data normalization. According
to the rules;
An entity will be in 1NF if it doesn’t have any repeating groups in the database.
An entity will be in 2NF if it belongs to 1NF and all of its non-key elements fully depend on
the primary key in the database.
An entity will be in 2NF if it belongs to 2NF and all of its elements fully depend on the
primary key in the database.
1NF
Client (client_id, client_name, address, contact_no, Branch_id, account_no, client_id,
acc_type, client_id, loan_id, type, status, account)
2NF
Client (client_id, client_name, address, contact_no, banker_id, name, address, contact_no)
Account (Branch_id, account_no, client_id, acc_type),

Banker (banker_id, name, address, contact_no),
Loans (client_id, loan_id, type, status, account,)
3NF
Client (client_id, client_name, address, contact_no.),
Account (Branch_id, account_no, client_id, acc_type),
Banker (banker_id, name, address, contact_no),
Loans (client_id, loan_id, type, status, account,)
Branch (branch_id, address, contact_no)
Testing Phase
In the testing phase of the particular CRM system, following are the steps that are followed in
the CRM testing phase.
1st Step: Data Conversion and Quality assessment.
In the quality and conversion testing of data in the CRM testing, some of the major phases are
created. On the basis of these phases, the first time of testing is completed.
 Data duplication: There should not be any duplicate data in the CRM system. Even
smaller clone files aren’t allowed.
 Proper field management: all the transaction into the CRM system should be processed
under the same tab and shouldn’t be under another tab’s history.
 Data visualization: Data that is processed into the system of BOQ should be visible for
the entities according to their roles. Like the most confidential data should be visible for
owner only.
 Data tracks: CRM data should be tracked like all the transaction should be there with
their particular description.
 Auto Data Sync: The newly updated data should be synced to the system like
information of the customer and their BOQ cards.
 Graphical Representation: Accurate data should be presented into the graph such as
sales percentage.
 Data Sorting: data accuracy should be tested properly.
2nd Step: Functionality Testing
This testing method enables the assessment of functions of the CRM system.
 Access Level: testing the granted permissions to the system is working as per the
scheduling. Like non-admin users shouldn’t be able to use admin functions.
 Transaction Update: All the transaction that have been going through the customer’s
side should be updated on time on the system accurately.

 Connectivity: Ensure that connection status is visible if connectivity is available or not.
 Transaction Type: Ensure that CRM system is able to change the transaction type on
request.
 Data Mismatch: Be sure about data mismatch. Sometimes customers may have same
name and number and that can lead to data mismatch.
3rd Step: Integration and Reporting Testing
CRM system that is going to implement in the Bank of Queensland should be properly
integrated with other system and IT infrastructure of BOQ. Also, it should properly report
regarding any transaction or activity to the admin.
Ensure Reliability and Accuracy: in this section of CRM testing, the reliability and
accuracy of the CRM system should be again checked properly. It should match the existing
transaction report that the admin has.
Report Format: Ensure that the report which is going to present from the CRM system
should be in proper and official format.
Testing on AND/OR filter: testing of the AND/OR filter. These filters should work properly
into the CRM system to produce proper output and system.
Ensure proper Date/Time: The presented report of the transaction from the CRM system
should present proper time zone and date.
4th Step: Testing User Acceptance
It is considered as the last step in the testing method for any software and also very necessary
section to cover up. This testing is generally processed by the normal users that are going to
run the system and then find out if the system will be able to work on real-world application
and produce real output according to its specification. For this following are some of the
areas that are covered under user acceptance testing.
Documentation: As users are going to work upon this system, hence it should produce
normal outputs like and according to the customer’s requirement.
Usability: this section test out that if the system is easy to use in the organisation or not. If it
is easy to use and able to deliver considerable output then it would go live into the company
else the system would be again processed under the maintenance and redevelopment
scenarios.
Completeness and Correctness: The entire feature and the function should be correctly
delivered to the user. This section tests the correct and efficient working of the CRM system.
Reliability: Reliability test basically is the effective working of the CRM system and the
requirements of service level uptime should be met so that user don’t have to wait for a long
time for any of the upload or downloading process.