Project Management Fundamentals: Assessment 3 for The Clymb CRM

This report details the development of a Customer Relationship Management (CRM) system for 'The Clymb,' a small Australian organization. It covers the project's background, scope (including system requirement analysis, platform selection, design, and deployment), and a draft stakeholder register outlining roles and responsibilities. The report includes a business case justifying the CRM system's need to improve customer visibility and satisfaction, along with a comprehensive project charter detailing the project's scope, duration (99 days), and budget ($56,160). It further outlines the organizational structure, design, and application of a scorecard, and recommendations for project governance. The project aims to address the organization's challenges in a competitive market by improving customer relationships and operational efficiency through a well-structured CRM system.

Running head: PROJECT MANAGEMENT
Assessment 3: Development of CRM system for the organization “The Clymb” in Australia
Name of the Student
Name of the University
Author’s Note

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PROJECT MANAGEMENT
Table of Contents
1. Background of the project...........................................................................................................2
2. Project scope................................................................................................................................2
3. Draft stakeholder register............................................................................................................3
4. Business case...............................................................................................................................6
5. Project charter..............................................................................................................................7
5.1 Project scope..........................................................................................................................7
5.3 Project duration......................................................................................................................7
5.4 Project budget......................................................................................................................12
5.5 Assumptions, constraints and project risks..........................................................................15
6. Organizational structure.............................................................................................................20
7. Design and application of scorecard..........................................................................................20
8. Recommendation for project governance..................................................................................21
References......................................................................................................................................23

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1. Background of the project
The paper mainly reflects on the organization “The Clymb” which is one of the small
organization in Australia that helps in providing the facility of yoga, meditation, rock climbing as
well as mountain biking. However, it is found that due to competition in the existing market, the
organization are unable to keep visibility on the customers for attracting them and they are also
incapable of satisfying the customers due to lack of proper monitoring system. In order to resolve
this issue, the organization wants to develop a customer relationship management system. It is
found CRM system is considered as the strongest as well as efficient approach that helps in
maintaining as well as creating proper relationship with the customers of the organization that
further helps in reducing the problems that the organization faces. In addition to this, the CRM
system will help the customers as per their needs and requirement of service and further helps in
gearing the profitability of the organization.
2. Project scope
The scope of the project includes the following:
 Development of CRM system for the organization “The Clymb”
 System requirement analysis
 Selection of proper platform
 Outlining the design of the CRM system
 Database migration
 System interface development
 Developing proper deployment plan
 Providing training and documentation facility

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3. Draft stakeholder register
The stakeholder register that is mainly developed as well as documented for the CRM
system that is mainly developed for the organization “The Clymb” in order to improve the
relationship of the organization with the customers (Hornstein, 2015). The below stakeholder
register generally includes information about the roles and responsibilities of the project
stakeholders including their influence and interest.
Stakeholders Roles and
responsibilities
Interest Power
Project manager The project manager
generally manages
the project by
managing the time,
costs, budget as well
as schedule of the
project for avoiding
risks that are related
with the project
(Badewi, 2016).
High High
Business analyst The business analyst
generally analyses the
design operations of
the organization and
determines the
Low High

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PROJECT MANAGEMENT
various needs as well
as requirements in
order to run the
business quite
efficiently.
Programmer The programmer
generally undertakes
a number of
programming in order
to develop the CRM
system effectively. In
addition to this they
debug the program
with the help of
testing by fixing
different types of
errors (Svejvig &
Andersen, 2015).
High Low
Database developer The database
developer takes the
responsibility of
properly designing,
developing the entire
High Low

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PROJECT MANAGEMENT
database system as
per the requirements
as well as needs of
the customers. In
addition to this, they
also determine issues
that are related with
the performance of
the database
(Archibald &
Archibald, 2016).
Graphical interface
developer
The graphical user
interface generally
develops the user
interface that are
needed for
developing the CRM
system for the
organization “The
Clymb”.
High Low
Tester The tester generally
undertakes different
types of testing in
High Low

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PROJECT MANAGEMENT
order to check the
functionality of the
developed CRM
system for making
sure that the system is
operating effectively.
Administrative
officer
The administrative
officer is the person
who generally act as
one of the point of
contact for all the
organization’s
employees and assists
in providing proper
support to
administration
operation and further
helps in managing the
queries (Svejvig &
Andersen, 2015).
Low Low
4. Business case
The main aim of the paper is to develop a customer relationship management system for
the organization “The Clymb” that helps in providing a number of services including mountain

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PROJECT MANAGEMENT
biking, climbing, mediation as well as Yoga. The need of customer relationship management
system arises as presently the organization uses manual system for keeping records of the
customers and therefore face a lot of challenges in satisfying the needs of the customers.
Moreover, due to rising competition in the market, it is very much necessary to keep visibility on
the customers and without proper monitoring system it is impossible. Therefore, the organization
wants to develop a CRM system that not only keeps visibility on the actions of the customers but
also attract them by satisfying them by providing excellent services.
5. Project charter
5.1 Project scope
The scope of the project includes the following:
 Development of CRM system for the organization “The Clymb”
 System requirement analysis
 Developing proper deployment plan
 Providing training and documentation facility
 Selection of proper platform
 Outlining the design of the CRM system
 Database migration
 System interface development
5.3 Project duration
The table that is given below helps in focussing that the customer relationship
management system for the organization “The Clymb” will be developed within 99 days. It is
found that time that is needed for completing each activities are reflected in the given table.

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WBS Task Name Duration Start Finish Predecessors
0
Development of CRM system
for "The Clymb"
99 days
Mon 06-
05-19
Thu 19-
09-19
1 Project initiation phase 8 days
Mon 06-
05-19
Wed 15-
05-19
1.1 Project need analysis 3 days
Mon 06-
05-19
Wed 08-
05-19
1.2 Resource accumulation 2 days
Thu 09-
05-19
Fri 10-05-
19
2
1.3 Project charter development 2 days
Mon 13-
05-19
Tue 14-05-
19
3
1.4
Meeting for starting the
project
1 day
Wed 15-
05-19
Wed 15-
05-19
4
M1 Project approval 0 days
Wed 15-
05-19
Wed 15-
05-19
5
2 Project planning phase 20 days
Thu 16-
05-19
Wed 12-
06-19
2.1 Project activities scheduling 4 days
Thu 16-
05-19
Tue 21-05-
19
6
2.2 Project resources analysis 3 days
Wed 22-
05-19
Fri 24-05-
19
8
2.3 Schedule development 4 days Mon 27- Thu 30-05- 9

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PROJECT MANAGEMENT
05-19 19
2.4 Project plan development 4 days
Fri 31-05-
19
Wed 05-
06-19
10
2.5 Project planning 3 days
Thu 06-
06-19
Mon 10-
06-19
11
2.6 Risk management plan 2 days
Tue 11-
06-19
Wed 12-
06-19
12
M2
Completing the planning
phase
0 days
Wed 12-
06-19
Wed 12-
06-19
13
3 Project designing phase 15 days
Thu 13-
06-19
Wed 03-
07-19
3.1 System requirement analysis 3 days
Thu 13-
06-19
Mon 17-
06-19
14
3.2 Proper platform selection 1 day
Tue 18-
06-19
Tue 18-06-
19
16
3.3 Outline design 4 days
Wed 19-
06-19
Mon 24-
06-19
17
3.4 Simulation testing 3 days
Tue 25-
06-19
Thu 27-06-
19
18
3.5 Design completion 4 days
Fri 28-06-
19
Wed 03-
07-19
19
M3' Approval of project design 0 days Wed 03- Wed 03- 20

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PROJECT MANAGEMENT
07-19 07-19
4 System development 25 days
Thu 04-
07-19
Wed 07-
08-19
4.1
Design implications
development
2 days
Thu 04-
07-19
Fri 05-07-
19
21
4.2 Database migration 4 days
Mon 08-
07-19
Thu 11-07-
19
23
4.3 Using black box testing 3 days
Fri 12-07-
19
Tue 16-07-
19
24
4.4
System interface
development
4 days
Wed 17-
07-19
Mon 22-
07-19
25
4.5 Prototype testing 3 days
Tue 23-
07-19
Thu 25-07-
19
26
4.6 Analyzing requirements 7 days
Fri 26-07-
19
Mon 05-
08-19
27
4.7 Beta testing 2 days
Tue 06-
08-19
Wed 07-
08-19
28
M4
Development of CRM
system
0 days
Wed 07-
08-19
Wed 07-
08-19
29
5 System Deployment 14 days
Thu 08-
08-19
Tue 27-
08-19
5.1 Deployment plan 4 days Thu 08- Tue 13-08- 30

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PROJECT MANAGEMENT
08-19 19
5.2 System modifications 3 days
Wed 14-
08-19
Fri 16-08-
19
32
5.3 Compatibility testing 3 days
Mon 19-
08-19
Wed 21-
08-19
33
5.4 System deployment 4 days
Thu 22-
08-19
Tue 27-08-
19
34
M5
Conducting functional
testing
0 days
Tue 27-
08-19
Tue 27-08-
19
35
6 Training and documentation 17 days
Wed 28-
08-19
Thu 19-
09-19
6.1
Training manuals
development
3 days
Wed 28-
08-19
Fri 30-08-
19
36
6.2
training program
development
2 days
Mon 02-
09-19
Tue 03-09-
19
38
6.3 Training to the project staff 7 days
Wed 04-
09-19
Thu 12-09-
19
39
6.4 Final report development 2 days
Fri 13-09-
19
Mon 16-
09-19
40
6.5 Sign off 1 day
Tue 17-
09-19
Tue 17-09-
19
41
6.6 Maintenance of the system 2 days Wed 18- Thu 19-09- 42