Diamond Video Rentals: Business Requirements and System Implementation

This report focuses on the implementation of a computerized system for Diamond Video Rentals, addressing the business's declining performance due to new competitors. The project aims to automate operations and gain a competitive edge. The report outlines project objectives, identifies team members, and describes proposed solutions, including Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems. It analyzes the advantages and disadvantages of each solution, ultimately recommending an ERP system for its ability to automate operations, provide fast service, and improve competitiveness. The report also includes a Service Level Agreement (SLA) description, detailing service priorities and methods for monitoring and reviewing the SLA, with references to relevant project management and CRM literature. The assignment fulfills the requirements of a Business Requirements Document (BRD) and answers questions on client and stakeholder differences, business problem investigation, and information-gathering methods.

Implementation of
computerized system in
Diamond Video Rentals

Project overview
 The paper mainly reflects on the
implementation of a computerized
system for Diamond video rentals
 Presently, the business of the
organization is deteriorating due to
opening of a new video store
 In order to gain proper competitive
advantage, the organization wants to
automate its operations.

Project objectives
The project objectives include:
 To provide fast and efficient service to the
customers with the implementation of
computerized system
 To automate day to day operations of the
organization

Identification of team members
The team members who are determined in
order to develop proper computerized system
are generally listed below:
 Project manager
 Project planner
 Tester
 Financial manager
 Database administrator
 Developer
 Resource manager

Description of each proposed solution
(ERP)
 ERP is considered as business
software that helps in allowing an
organization to utilize a system of
proper integrated applications.
 With the help of the ERP system, the
diamond video rentals can be able to
store videos and can be able to
provide proper access of the videos .
 In addition to this, proper track on
the customers as well as on the
videos that is mainly rented can be
kept

Description of each proposed solution
(ERP)
Advantages
 With the help of ERP, the organization will
be able to share information
 It is helps in improving efficiency of the
business
Disadvantages
 The success of the ERP system is mainly
dependent on the knowledge as well as
skills of the team members
 The ERP system effectiveness can
generally reduce if there is resistance in
properly sharing information.

Description of each proposed solution
(CRM)
 Customer relationship management is
one of the data driven solution that is
helpful in improving the business
 It helps in managing as well as properly
maintaining relationships and tracking
sales
 Furthermore, with the help of CRM, the
diamond video rentals can be able to
solve the queries of the customers.

Description of each proposed solution
(CRM)
Advantages
 CRM system helps in allowing
much more sales and thus helps in
boosting profit
 It will help diamond video rentals
to solve the queries of the
customers by providing them better
service.
Disadvantages
 It is found that there is high chance
of occurring security issues with the
centralized data.
 It is found that lack of commitment
for cultural change will create issue
in implementing CRM

Recommended solution
 After proper analysis, ERP system is
considered the best proposed solution for
diamond video rentals.
 With the help of the ERP system, all the
operations of the organization gets
automated.
 It helps in gaining competitive
advantage.
 Helps in providing them fast service that
further boosts the sales of the
organization.

SLA service description
 The ERP system which is suggested for the organization “Diamond
Video Rentals” will be helpful in guaranteeing good service
 It is found that the ERP service provider and the organization “Diamond
video Rentals” will create a commitment or contract of 5 years for
providing proper quality of service
 The five different priorities as per which services are provided are:
 Priority 1 (Critical)
 Priority 2 (High)
 Priority 3 (Normal)
 Priority 4 (Project)

Method of SLA monitoring and reviewing
 Aggregation and refinement-based
monitoring (ARM) is used for
reducing the information exchange
 It helps in monitoring and reviewing
SLA.
 it generally helps in performing
across wide number of traffic loads.

References
 Chih, Y.Y. and Zwikael, O., 2015. Project benefit
management: A conceptual framework of target benefit
formulation. International Journal of Project
Management, 33(2), pp.352-362.
 Shaon, S.K.I. and Rahman, H., 2015. A theoretical review
of CRM effects on customer satisfaction and
loyalty. Central European Business Review, 4(1), p.23.
 Nwankpa, J.K., 2015. ERP system usage and benefit: A
model of antecedents and outcomes. Computers in
Human Behavior, 45, pp.335-344.
 Hani, A.F.M., Paputungan, I.V. and Hassan, M.F., 2015.
Renegotiation in service level agreement management for
a cloud-based system. ACM Computing Surveys
(CSUR), 47(3), p.51.