Project Design, Implementation, and Evaluation: Cells4Life ECRM System

This project report details the design, implementation, and evaluation of an Electronic Customer Relationship Management (ECRM) system for Cells4Life, a UK-based cord blood bank. The project follows the systems development life cycle, covering literature reviews, project selection factors, project specifications, and implementation strategies. The report examines the benefits of ECRM, including improved data management, compliance with government regulations, and enhanced customer interaction. Task 1 includes a literature review of project management and CRM systems, analyzing project selection factors like deliverability, benefits, and feasibility. Task 2 focuses on the implementation of the ECRM solution, providing evidence of testing and a user guide for staff training. Task 3 reflects on the project's progress, results, and limitations, while Task 4 outlines project procedures and justifies the implementation of ECRM. The project demonstrates how ECRM has helped Cells4Life streamline operations, enhance customer relationships, and improve overall efficiency. The report includes tables, diagrams, and critical path analysis to illustrate the project's timeline and key milestones.

Project Design Implementation and
Evaluation

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Literature review for Cells4Life and its CRM......................................................................3
1.2 The factors that contribute to the process of project selection..............................................4
1.3 Project specification .............................................................................................................4
1.4 Project plan for the ECRM, using systems development life cycle......................................5
TASK 2............................................................................................................................................7
2.1 Implementation of working solution in accordance with the agreed project specification...7
2.2 Produce document evidence of testing with test data and a user guide for staff training.....8
TASK 3............................................................................................................................................9
3.1 Reflect on your project and justify project progress and results in terms of the original
agreed project specification.........................................................................................................9
3.2 Discuss any limitations and possible improvements that could be made to your solution. . 9
TASK 4..........................................................................................................................................10
4.1 A record of all project procedures used..............................................................................10
4.2 Justification for the implementation of ECRM by Cells4Life............................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

Index of Tables
Table 1: Time frame of the ECRM project......................................................................................6
Table 2: Project plan for ECRM system..........................................................................................7
Table 3: Implementation of the project plan....................................................................................8

Illustration Index
Illustration 1: Network Diagram....................................................................................................10
Illustration 2: Network Diagram....................................................................................................10

INTRODUCTION
Project management is an attempt to introduce new design, software and methods in a
company. It includes all the steps to bring a project to life. The designing, developing, analysis
and evaluation of the performance of the project all are important aspect of Project management.
The implementation of the project requires lot of skills and strategy to ensure that the business is
benefited from it. Project management helps a company to carry out projects in time and without
affecting the ongoing business. The research project is based on project implementation and
evaluation of Cells4Life company which is among the UK's top cord blood banks. The company
Cells4Life has been benefited by the use of Electronic Customer relationship management
(ECRM) in their business. The entire report is based on the planning, implementation, selection
and the evaluation techniques used by Cells4Life company to introduce ECRM into their
business (How CRM Technology Is Helping Push On Stem Cell Research
, 2014). ECRM is used by the company to interact with the customers and keep their data intact
with the company.
TASK 1
1.1 Literature review for Cells4Life and its CRM
 Project management : Project Management Institute, 2008 has stated that "Project
management is an application of knowledge, skills and tools for attaining a specific
objective of an organization" (Project Management Institute, 2008). Similarly, Jack
Meredith and Samuel has concluded that "project management in terms of producing
project outcomes within the three objectives of cost, schedule, and specifications". While
Meredith and Mantel believes in knowledge, technique, tools and skills to meet
customer’s demand (Meredith and et.al., 2006).
 Project selection: Project Management Institute, 2008 defines the project selection as an
activity to ensure that the projects are according to the strategy of the organization and
resources are properly allocated (Burke, 2013). While Englund and Graham argues that
the selection process begins at the top level of the management.
 CRM system: The CRM is an application which can be used to generate automated sales
and it also supports in marketing functions. It is helpful in after sale services and
building customer relationship. defines it as that the customers feels like VIP when they
contact with the customers.
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1.2 The factors that contribute to the process of project selection
Project Selection means choosing the projects that are in alignment with the strategy and
selection of best one out of all the alternatives available. Cells4Life Company has introduced
ECRM in their business and it has made the working much easier. There are various factors that
contribute in the selection of a project:
 Project deliverable: The new updated ECRM for Cells4Life Company has given them the
opportunity to gather lots of data of their customers. The government rules say that they
need to preserve the data of the customers for about 30 years of their lifespan. The
ECRM has enable them to accomplish it. The company was in need of this kind of
software that reduce their workload.
 Benefits: The ECRM software has helped them to manage massive amount of data
storage and has reduce their paperwork (Customer Relationship Management, 2015). The
government guidelines has also been complied with. The Cells4Life Company currently
is handling more than 20,000 contract and the ECRM has made the work easier.
 Feasibility: The feasibility is important aspect for selection of the project. A company
needs to invest in the project and it should be within the reach of the company(Chiu-Chi
and et.al, 2013). It should be technically, legally and economically feasible. The ECRM
was feasible in all respect and the company adopted it.
 Future: The future means long term perspective and use of the project. The ECRM has
helped Cells4Life company to maintain all the personal data of the customers, samples
and also tracking the environmental issues within the organization (Darren, 2012). The
ECRM has allowed speedy decision and integrating of various modules is also possible.
 Return on investment: The ECRM has made it possible for them to continue growing
without hiring more staff to handle the documents. The return on investment for
Cells4Life has been exceptional and they are growing at a good pace.
1.3 Project specification
Project specification is also an important part of project management. It involves the
budget for the project, the time frame, objectives, maintenance, functions, procedures and
process related to the project. ECRM is a software which is helpful in those business which have
to establish a long term customer relationship and data (Dey, Clegg and Bennett, 2010). The new
technology has helped the company in gaining that competitive edge that it was longing for.
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Furthermore, the ECRM has increased the productivity and revenue for Cells4Life and they have
been able to realize the gains in the business as well (Design & Implementation: Monitoring and
Evaluation, 2016). The list of requirement for implementing ECRM in the business are:
 Purpose: The purpose of the ECRM to Cells4Life is to reduce human effort and storing
massive data of the customers which has been fulfilled by the software.
 Budget: The Project should be within the budget of the company. Cells4Life invested in
the ECRM and they have been benefited from it.
 Time frame: Time frame includes the time taken to implement the project. The time has
been saved as most of the work is done through ECRM. The company Cells4Life have
no need to recruit new staff for documentation work.
Table 1: Time frame of the ECRM project
Tasks Time frame (in days)
Idea generation for the CRM 3
Evaluation of alternatives for CRM 4
Choosing the best alternative 2
Implementation of ECRM 2
Monitoring performance 7
 Requirement of the user: The Cells4Life Company wanted to include a software which
makes the work easier. They wanted an automated process which could save time and
money.
 Design: ECRM has user friendly design and the employees have been using it easily
after some training sessions.
1.4 Project plan for the ECRM, using systems development life cycle
Systems development life cycle is step by step process for software development and
engineering (Kloppenborg, 2011). It includes analyzing, planning, creating, testing and
evaluation. The planning of ECRM using systems development life cycle:
 The loopholes and
 Deficiencies in the existing system was studied. In the case of Cells4Life it was storage
problems and problem in handling large data.
 The requirements of the new system is decided.
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 The designing of new system is done keeping in mind the security, hardware, operating
system and physical environment. The Cells4Life Company bought the ECRM from
Sugar CRM.
 The system is developed, employees are trained and the project is implemented.
 The final step is to monitor the effects and performance of the new project
Table 2: Project plan for ECRM system
Activity
no.
Activity Time needed (days) Predecessor
0 ECRM development project 45
Planning 7
1 Idea generation for CRM 3
2 Brainstorming 2 3
3 Evaluation of alternatives 2 4
4 Selection of best alternative 9
5 Feasibility study 2 5
6 Technical study 3 7
7 Economical study 2 5,8
8 Legal study 2 9
9 Designing and testing ECRM 10
10 Deigning the layout 4 10
11 installation and configuration 3 12
12 writing and testing of codes 3 12,13
13 Implementation of ECRM 10
14 launching 4 12,14
15 training 4 16
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16 marketing 2 16
17 Monitoring and control 9
18 evaluating 4 12,16
19 monitoring 2 20,18
20 checking performance 2 21,17
21 Project Execution 1 22
TASK 2
2.1 Implementation of working solution in accordance with the agreed project specification
Table 3: Implementation of the project plan
Task Name Duration Predecessors
ECRM development project 39 days
Planning 7 days
Idea generation for CRM 3 days
Brainstorming 2 days 3
Evaluation of alternatives 2 days 4
Selection of best alternative 9 days
Feasibility study 2 days 5
Technical study 3 days 7
Economical study 2 days 5,8
Legal study 2 days 9
Designing and testing ECRM 10 days
Deigning the layout 4 days 10
installation and configuration 3 days 12
writing and testing of codes 3 days 12,13
Implementation of ECRM 8 days
launching 4 days 12,14
training 4 days 16
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marketing 2 days 16
Monitoring and control 9 days
evaluating 4 days 12,16
monitoring 2 days 20,18
checking performance 2 days 21,17
Project Execution 1 day 22
Gantt chart:
Illustration 1: Network Diagram
Network Diagram:
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Illustration 2: Network Diagram
Critical Path Analysis:
Critical path Critical duration
3-4-5-7-8-9-10-12-13-14-15-20-21-22-23 39 days
The estimated time for the completion of the project was 45 days but it was completed in
39 days.
2.2 Produce document evidence of testing with test data and a user guide for staff training
Project manager can use appropriate method for developing document evidence of testing
ECRM. Questionnaire is one of the important tool for collecting information (Levy, 2009). Using
this method project manager can collect information about the satisfaction level of customers
towards ECRM system. Along with this, it also help in recording facts about the different
associated problems also. Therefore, it helped in maintaining appropriate record of testing
ECRM.
User guide for staff training: Implementation of new software like ECRM requires
training of employees to make them aware about the working of the software (Simmons and
et.al, 2012). It would be easier for a company to create a user guide for the employees to
understand ECRM. A general introduction about the use of ECRM can give through a
presentation and for the technical issues a guide can be developed to which the employees can
refer. The ECRM user guide will not guide them in training but it will also support them even
after the training.
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TASK 3
3.1 Reflect on your project and justify project progress and results in terms of the original agreed
project specification
After implementation reflection on project has reflected that project manager has
successfully competed ECRM project. Along with this review of project progress have shown
that actual performance of the project is good as compare to planed and actual performance of
project (Sterne, 2010). As per the planning project needs to be completed in 45 days.
Implementation has reflected that project has completed in 39 days. It has reflected positive
variance in terms of timescale (Theodosiou and Katsikea, 2012). Along with this project
implementation has also reflected that project manager of ECRM has used all resources in
effective manner which have helped in completing project in more effective way. Overall, the
whole project of ECRM has completed as per the project specification.
3.2 Discuss any limitations and possible improvements that could be made to your solution.
The ECRM has been very useful for Cells4Life Company. It has reduced their costs and
increased their revenues. But still the ECRM has certain limitations and problems related to it.
There could be problem in the future of system integration of ECRM. It may not integrate
properly with the accounting system and other departments of the business (Tseng and Wu,
2014). In this type of situation it can prove very costly and it will use more resources of the
business. There is also a big problem of the software becoming outdated. The technology is
changing rapidly and Cells4Life Company cannot afford to upgrade the CRM frequently.
Another problem that may arise is that the employees resist and does not support the
implementation of new software (Project Design Implementation and Evaluation, 2014). The
implementation of new ECRM requires training so the Cells4Life Company has to spend extra
money to train their employees. The trained employees would also take time to learn the use of
ECRM and initially this can reduce their productivity. Furthermore, if any technical failure
occurs the whole working of the company would stop because most of the work is done through
it (Tsiotsou and Ratten, 2010). A software is developed keeping in mind the requirements of a
business and if any new set of conditions or requirements comes that the whole ECRM would
have to be updated which time is consuming.
TASK 4
4.1 A record of all project procedures used
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