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

1
PROJECT MANAGEMENTT
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

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

3
PROJECT MANAGEMENTT
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)

4
PROJECT MANAGEMENTT
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)

5
PROJECT MANAGEMENTT
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.

6
PROJECT MANAGEMENTT
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

7
PROJECT MANAGEMENTT
 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)

8
PROJECT MANAGEMENTT
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

9
PROJECT MANAGEMENTT
 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)

10
PROJECT MANAGEMENTT
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.

11
PROJECT MANAGEMENTT
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)

12
PROJECT MANAGEMENTT
15. Cost management plan
The expenditure that is required for developing new system can be managed by utilizing
the steps that are illustrated below:
 In the project initiation phase, the required resources for CRM development must be
identified and defined including time, labour and material.
 The cost of the project must be estimated with the help of cost estimating methods for
performing different activities of the project
 The budget must be controlled by measuring the variances that are generally achieved
from the cost baseline so that minimum money is used for executing project activities.
16. Stakeholder analysis
Roles Influence Power
Project manager High High
Project planner High High
HR manger Low Low
Financial manager Low Low
Application manager High Low
IT manager High High
Coder High Low
Database administrator High Low
Tester Low High

13
PROJECT MANAGEMENTT
17. Quality management plan
For managing the project quality which is undertaken, it is necessary to utilize steps
which are mainly elaborated below:
 The quality of the materials and different types of equipment’s which are utilized for the
CRM system development must be checked before using for successful management of
project quality
 It is necessary to follow the quality standards properly for avoiding quality related
challenges in the project.
18. Policy and procedure investigation
The workplace policy, procedures are well as well as regulations are elaborated below:
Workplace Relations Act 1996: As per this act, workplace related rights and conditions
are mainly possessed by the government and according to which the classification of employees,
rates of payment and work hours are restricted.
Health and safety at work act 1974: As per this act, the employer should project the
health and safety as welfare of the workers at work.
Fair work act 2009: This specific act is helpful in providing protections against various
types of rights including the workplace rights.
It is found that all the rules and regulations that are discussed above will be adhered
during phase of project implementation so that the work that is done for developing the CRM
system can be completed fairly.

14
PROJECT MANAGEMENTT
Three policies or legislations that are utilized while developing the CRM system for the
cleaning service company are listed below:
 Workplace Relations Act 1996: As per the Workplace relations Act 1996, the different
types of workplace rights and conditions will be possessed such that the new system will
be properly developed.
 Health and safety at work act 1974: The project manager will take care of all the
employees who are engaged within the project as per this specific act.
 Fair work act 2009: Proper workplace based rights are mainly protected within this
workplace.
19. Continuous improvement registry
Register Date Representative Suggested
improvemen
t
Improvement
category
Cause of
issue
1 20-08-2019 Project
manager
Tracking of
project on
weekly basis
Management Improper
tracking of
project
2 25-08-2019 Project planner Arranging
meeting on
project
progress on
monthly basis
Management Lack of
focus on
project status
3 27-08-2019 IT manager Adding
online chart
IT The
customers

15
PROJECT MANAGEMENTT
support
option in the
system.
cannot
contact the
company
instantly.
20 WBS skills audit
The skills and effort that is needed in each of the activities of the project are reflected
with the help of the below WBS.
Figure 8: WBS skills audit
(Source: Created by Author)

16
PROJECT MANAGEMENTT
22. Communication plan
Communication
activity
Frequency Method Audience Owner
Project team
meeting
Daily Meeting Project team Project manager
Meeting for
managing
budget
Monthly Meeting Financial
manager
Project manager
Status report Weekly Meeting Project team Project manager
Risk
management
report
Weekly Mail Risk analyst Project planner
23. Risk registry
Risk Id Risk description Impact Probability Mitigation
1 Schedule
slippage:
Improper
management of
project schedule
can generally
create slippage of
the project and
High High The status of the
project must be
cross-checked on
a weekly basis.

17
PROJECT MANAGEMENTT
further cause
delay.
2 Budget
shortfall: If the
budget that is
allocated for the
project is
insufficient for
managing the
project then a
number of
financial
challenges can
occur.
High High The shortfall of
budget must be
managed by
keeping track on
the expenditure.
3 Lack of
resources: If the
resources which
are required for
CRM
development are
not present then
the progress of
the project can be
Medium Medium Proper
management of
resources from
the beginning of
the project will
be helpful in
avoiding such
issues.

18
PROJECT MANAGEMENTT
obstructed
4 Inexperienced
team members:
If the project
team members
are not
experienced then
they face a lot of
issues in
managing the
project work
which causes
challenges in
accomplishing
the project
objectives on
time.
High Medium Hiring
experienced team
members will be
helpful in
managing such
issues
24 Change requests
Project name: Development of CRM system for a cleaning service company.
Requested by: Project manager
Change description: Execution in the time of executing the project.
Reason: As the IT manager needs to add some more option within the newly developed

19
PROJECT MANAGEMENTT
system.

20
PROJECT MANAGEMENTT
25. Project management plan
Project charter
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

21
PROJECT MANAGEMENTT
 Tester
Risks: The risks which can occur during the development of the CRM system are listed below:
 Schedule slippage
 Improper design of the prototype
 Lack of requirements
 Improper testing
 Budget shortfall
WBS
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 9: WBS
(Source: Created by Author)
Schedule

22
PROJECT MANAGEMENTT
Figure 10: Project schedule
(Source: Created by Author)

23
PROJECT MANAGEMENTT
Budget
Figure 11: Cost of the project
(Source: Created by Author)

24
PROJECT MANAGEMENTT
Stakeholder analysis
Roles Influence Power
Project manager High High
Project planner High High
HR manger Low Low
Financial manager Low Low
Application manager High Low
IT manager High High
Coder High Low
Database administrator High Low
Tester Low High
Communication plan
Communication
activity
Frequency Method Audience Owner
Project team
meeting
Daily Meeting Project team Project manager
Meeting for
managing
budget
Monthly Meeting Financial
manager
Project manager
Status report Weekly Meeting Project team Project manager
Risk Weekly Mail Risk analyst Project planner

25
PROJECT MANAGEMENTT
management
report
Risk register
Risk Id Risk description Impact Probability
1 Schedule slippage:
Improper management
of project schedule can
generally create
slippage of the project
and further cause
delay.
High High
2 Budget shortfall: If
the budget that is
allocated for the
project is insufficient
for managing the
project then it can
cause a number of
financial issues.
High High
3 Lack of resources: If
the resources which
are required for CRM
Medium Medium

26
PROJECT MANAGEMENTT
development are not
present then the
progress of the project
can be obstructed
4 Inexperienced team
members: Due to lack
of experienced within
the staffs, they are
unable to accomplish
the project objectives
on time.
High Medium
Implementation stage
1. Scope change
Project name: Development of CRM system for a cleaning service company.
Requested by: Project manager
Change description: Changes in the scope of the project
Reason: As the IT manager needs to add some more option within the newly developed
system.
Impact: The time and cost that is required for the project increased. Moreover, more number
of resources are assigned to manage the work and the chances of emerging risk is high if the
project team are unable to handle the change.

27
PROJECT MANAGEMENTT
2. Quality tool application
The quality tools which are mainly used for managing the quality of the project while
developing the CRM system are illustrated below:
 Histogram
 Cause and effect diagram
3. Audit/inspection
After successful review of the project, it is found that the entire project gets completed
on time an the project managers utilizes proper quality standards for successful management of
the quality and for avoiding various types of quality related issues.

28
PROJECT MANAGEMENTT
5. Status report
Figure 12: Project status
(Source: Created by Author)

29
PROJECT MANAGEMENTT
6. Project question (Conflict)
When scope change occurs which causes delay in the project can only be managed if the
stakeholders work extra than their daily working hours for finishing the project. Some of the
workers create conflict and as a project manager can get resolved the conflict by announcing
reward will work extra hours for proper management of the project.
7. Project question (Communication)
It is found that information must either be collected through brainstorming or with the
help of analysis and should be properly documented so that the information can be used in
future.
It is found that the information related with the project will only accessed by the person
who has the permission of accessing and the information that is stored will not be utilized
without prior permission.
The procedure that is utilized is considered to be very much useful and it is found as one
of the important way for managing the process.
8. Project question (Team development)
It is found that for motivating as well as helping the team members so that they can be
able to achieve their objectives, it is quite important to foster collaboration within the entire team
and encourage them to do their work. In addition to this, providing the opportunities of self-
development generally plays an important role in achieving success.
In this particular project, the team members are asked to communicate properly and
work as per the scope and project plan for accomplishing success. It is found that if the team
members works as per the feedback then the objectives of the project can be achieved.

30
PROJECT MANAGEMENTT
9. Project question (Issue management)
The management related issues and challenges generally get deescalated by
implementing proper strategies that not only assists in successful management of the work and
further assists in playing an important role in resolving the risks which are mainly linked with the
project.
In order to reduce conflicts between the team members, proper leadership skills are
utilized so that issues of each of the individual who are mainly involved with the entire project
gets resolved quite successfully.
The management utilizes survey and brainstorming method in order to identify the issues
and concerns by the help of the project team members and gets correctly addressed.
Finalization stage
1. Satisfaction survey
Satisfied-S
Unsatisfied-UnS
Criteria Project
manager
Planner Financial
manager
Database
administrat
or
IT
manager
Tester HR
manager
Governa
nce
S S UnS S S S UnS
Scope S S S S S S S
Time S UnS S S S S S
Cost S S UnS S S S UnS

31
PROJECT MANAGEMENTT
Stakehol
der
S S S S S S S
Quality UnS S S S S UnS S
HR.
resource
s
S UnS S S S S UnS
Commu
nication
UnS UnS S S S S S
Risks UnS UnS S UnS S S S
2. Close out report
Factors Performance analysis and lessons learned
Governance The project is governed proper development
of CRM system.
It is analyzed as learning that proper
governance is required for setting policies,
procedures and responsibilities.
Scope The project manager follows the scope
during the progress of the project and it is
identified that it helps in making the project
successful.
Time The CRM system development gets

32
PROJECT MANAGEMENTT
accomplished on time and it is learned that
proper time management is an important
factor in project.
Cost The entire project will be accomplished
within the assumed cost and it is learnt that
proper management of budget is necessary for
avoiding budget overflow.
Stakeholder The stakeholders completes the work that is
assigned to them additionally it is learnt that
proper engagement of stakeholders helps in
project success.
Quality Proper quality standards are used in project
for successfully implementing CRM system.
It is learnt that following quality standards are
necessary for quality management.
Communication Proper communications with the team
members are necessary for discussing the
different activities of the project.
Risks The risks that are linked with the project will
get mitigated with the help of risk mitigation
strategies.

33
PROJECT MANAGEMENTT
Bibliography
Archibald, R.D. and Archibald, S., 2016. Leading and Managing Innovation: What Every
Executive Team Must Know about Project, Program, and Portfolio Management. Auerbach
Publications.
Badewi, A., 2016. The impact of project management (PM) and benefits management (BM)
practices on project success: Towards developing a project benefits governance
framework. International Journal of Project Management, 34(4), pp.761-778.
Binder, J., 2016. Global project management: communication, collaboration and management
across borders. Routledge.
Hornstein, H.A., 2015. The integration of project management and organizational change
management is now a necessity. International Journal of Project Management, 33(2), pp.291-
298.
Joslin, R. and Müller, R., 2015. Relationships between a project management methodology and
project success in different project governance contexts. International Journal of Project
Management, 33(6), pp.1377-1392.
Kaiser, M.G., El Arbi, F. and Ahlemann, F., 2015. Successful project portfolio management
beyond project selection techniques: Understanding the role of structural
alignment. International Journal of Project Management, 33(1), pp.126-139.
Kerzner, H., 2017. Project management: a systems approach to planning, scheduling, and
controlling. John Wiley & Sons.

34
PROJECT MANAGEMENTT
Kerzner, H., 2017. Project management metrics, KPIs, and dashboards: a guide to measuring
and monitoring project performance. John Wiley & Sons.
Marchewka, J.T., 2016. Information technology project management: Providing measurable
organizational value. John Wiley & Sons.
Martens, M.L. and Carvalho, M.M., 2017. Key factors of sustainability in project management
context: A survey exploring the project managers' perspective. International Journal of Project
Management, 35(6), pp.1084-1102.
Papke-Shields, K.E. and Boyer-Wright, K.M., 2017. Strategic planning characteristics applied to
project management. International Journal of Project Management, 35(2), pp.169-179.
Ramazani, J. and Jergeas, G., 2015. Project managers and the journey from good to great: The
benefits of investment in project management training and education. International Journal of
Project Management, 33(1), pp.41-52.
Svejvig, P. and Andersen, P., 2015. Rethinking project management: A structured literature
review with a critical look at the brave new world. International Journal of Project
Management, 33(2), pp.278-290.
Todorović, M.L., Petrović, D.Č., Mihić, M.M., Obradović, V.L. and Bushuyev, S.D., 2015.
Project success analysis framework: A knowledge-based approach in project
management. International Journal of Project Management, 33(4), pp.772-783.