Assessment 2: CRM System Development for Cleaning Service Company

This project presents a comprehensive plan for developing a CRM system for a cleaning service company. The project begins with a detailed concept and development stage, including project choice, approval charts, governance structures, and initiation meetings. It defines SMART objectives, team goals, and values, followed by a project opportunity review and scope definition. Charter documentation, WBS development, scheduling, scope management, cost estimation, and management plans are meticulously outlined. Stakeholder analysis, quality management, policy investigations, and continuous improvement registries are also included. The project then moves into the implementation stage, covering scope changes, quality tool applications, audits, status reports, and issue management. Finally, the finalization stage encompasses satisfaction surveys and close-out reports. The project showcases a robust understanding of project management principles, aiming to improve the cleaning service company's customer relationship management and overall business performance.

Running head: PROJECT MANAGEMENT
Assessment -2: Development of CRM system for a cleaning service company
Name of the Student
Name of the University
Author’s Note

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Table of Contents
Concept and development stage......................................................................................................2
1. Project choice submission........................................................................................................2
2. Project approval chart..............................................................................................................2
3. Project governance chart..........................................................................................................3
4. Project initiation meeting.........................................................................................................4
5. Project objectives.....................................................................................................................4
6. Team goals and values.............................................................................................................5
7. Project opportunity review......................................................................................................5
8. Scope definition.......................................................................................................................6
9. Charter documentation.............................................................................................................7
10. Charter sign off......................................................................................................................8
11. WBS development.................................................................................................................8
12. Schedule.................................................................................................................................9
13. Scope management plan........................................................................................................9
14. Cost estimate........................................................................................................................10
15. Cost management plan.........................................................................................................11
16. Stakeholder analysis............................................................................................................11
17. Quality management plan....................................................................................................12
18. Policy and procedure investigation......................................................................................12
19. Continuous improvement registry.......................................................................................13
20 WBS skills audit...................................................................................................................14
22. Communication plan............................................................................................................15
23. Risk registry.........................................................................................................................15
24 Change requests....................................................................................................................17
25. Project management plan.....................................................................................................18
Implementation stage.....................................................................................................................24
1. Scope change......................................................................................................................24
2. Quality tool application.........................................................................................................25
3. Audit/inspection.....................................................................................................................25
5. Status report...........................................................................................................................26
6. Project question (Conflict).....................................................................................................27
7. Project question (Communication)........................................................................................27
8. Project question (Team development)...................................................................................27

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9. Project question (Issue management)....................................................................................28
Finalization stage...........................................................................................................................28
1. Satisfaction survey.................................................................................................................28
2. Close out report......................................................................................................................29
Bibliography..................................................................................................................................31

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Concept and development stage
1. Project choice submission
The project mainly reflects on the development of CRM system for cleaning services
company in Australia. It is found that earlier, the organization experiences a lot of issues in
determining the needs and requirements of the customers and as a result they are unable to
provide proper services to the customers. In the competitive market, it becomes difficult for the
business owner to exist in the market and therefore the company wants to develop a CRM system
within the organization. With the proper utilization of CRM system, the company can be able to
proper relationship with the clients which further helps in increasing the revenue of the
organization.
2. Project approval chart
Figure 1: Project plan approval process
(Source: Created by Author)

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Project manager
Planner IT manager Database
administrator Worker Coder
Organization (CEO)
3. Project governance chart
Project governance structure
Figure 2: Governance structure
(Source: Created by Author)
Figure 3: Organizational structure
(Source: Created by Author)

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4. Project initiation meeting
In the project initiation meeting, the documents that are created in the initiation phase of
the project are reviewed. The documents which are reviewed include the project charter, business
plan as well as the project feasibility report in order to make sure that all the requirements of the
organization are added or not. After successful reviewing, it is analyzed that the reports are
created as per the requirements of the organization and if the project will be executed in a similar
way then a number of issues can occur.
5. Project objectives
The SMART objectives for the CRM system development for the cleaning services
company are illustrated below:
Specific: The main goal of the project is to develop a CRM system for the cleaning
service company for increasing sales with the help of better timing due to a number of
anticipated needs that are associated with historic requirements.
Measurable: The CRM system that is developed is able to determine proper
understanding about the requirements of the customers then it can be ensured that the system
goals of the organization are accomplished.
Achievable: The goals of the project will be accomplished by engaging experienced and
skilled team members within the entire project.
Relevant: It is found that the CRM system that is mainly developed is quite relevant for
the cleaning service company as with the help of new system, more sales of the services are
achieved that further improves the yearly revenue.

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Time-bound: It is found that the activities of the CRM system for the cleaning service
company will get accomplished within time period of 3 months
6. Team goals and values
The goals of the project team are listed below:
 The goal is to complete the CRM development for the cleaning service company within
3-month time period
 The CRM system that will be development must be done in such a way that the system
will be helpful in achieving the project objectives.
The values for the entire project team are illustrated below:
 The project team must be capable enough for managing the project time and delivering
the project within deadline
 The project team must be capable of multi-tasking and can be finish the work that are
assigned to them
 They must resolve the issues that occur in the project for avoiding conflicts
 Proper practice of communication should be implemented by the various team members
7. Project opportunity review
It is found that a brainstorming session was organized with the project team for
reviewing and for resolving the issues that are linked with the project and after the session it is
analyzed that the project team faces a lot of challenges including:
 Schedule slippage
 Lack of sufficient resources
 Inexperienced team members

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 Improper management
8. Scope definition
The scope matrix for the CRM system implementation for the organization “cleaning
services company” are mainly showcased below:
Figure 4: Scope matrix
(Source: Created by Author)

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9. Charter documentation
Project charter
Project name: Development of a CRM system for a cleaning service company.
Project manager: <Please fill>
Business case: The paper mainly focuses on a cleaning service company that does not have
CRM system and as a result the company is unable to know the requirements of the customers
and thus unable to provide proper service. In the competitive market, it becomes difficult for
the business owner to exist in the market and therefore the company wants to develop a CRM
system within the organization. With the utilization of CRM system, the company can be able
to proper relationship with the clients which further helps in increasing the revenue of the
organization.
Objectives: The main objectives are listed below:
 To design and develop a CRM system within the cleaning service company
 To build proper relationship with the customers
 To enhance the revenue as well as the profitability of the entire organization.
Involved team members: The team members who are engaged are listed below:
 Project manager
 Project planner
 HR manger
 Financial manager
 Application manager
 IT manager
 Coder
 Database administrator
 Tester
Risks: The risks which can occur during the development of the CRM system are listed below:
 Schedule slippage

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 Improper design of the prototype
 Lack of requirements
 Improper testing
 Budget shortfall
10. Charter sign off
Stakeholder Signature
Project manager <Please Fill>
Project planner <Please Fill>
Application manager <Please Fill>
IT manager <Please Fill>
11. WBS development
Development of CRM
system for cleanining
service company
Project initiation phase
Analyzing the
requirements of the
project
Resource gathering
Charter
development
Arrnaging meeting
for discussing
project goals
Getting approval for
the project
Project planning phase
Project activities
schedulling
Ressource division
Schedule
development
Project plan
development
Planning of
communication plan
Risk management
plan
Getting approval on
the project
Designining phase
Anazing different
needs
Proper platform
selection
Outline design of
the project
Simulation testing
Design completion
Getting approval for
the project design
System development
Design implication
completion
Database migration
Black box testing
Function
requirement
Testing of prototype
Conducting beta
testing
Entire development of
the system
System Deployment
Deployment plan of
the project
Making modifications
within the system
Comptability testing
System deployment
Conducting
functional testing
Documentation and
training
Training manuals
Arranging training
program
Staff training
Final report
development
Documents sign off
System
maintainence
Project Closure
Figure 5: WBS
(Source: Created by Author)

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12. Schedule
Figure 6: Project schedule
(Source: Created by Author)
13. Scope management plan
The ways by which the project scope can be effectively managed in the project are
elaborated below:
 Understanding the objectives of the project properly is the most important criteria for
scope manage management.
 Developing the work breakdown structure as per the objectives and project goals will be
helpful in executing the project activities on time thus following the project scope.

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14. Cost estimate
The figure which is given below showcase that the entire work of CRM development will
get accomplished in $52,680.
Figure 7: Cost of the project
(Source: Created by Author)