Project Development and Implementation for Strategic Managers - CRM

This project report outlines the development and implementation of a CRM system for McDonald's, undertaken by Nexus Ltd. It begins with an analysis of factors influencing project selection, highlighting the need for CRM in managing data and improving business performance. The report details the development of project specifications, including cost, time scales, and resource allocation, with breakdowns of human and technological resources. A project plan for the CRM system launch is presented, along with resource matching and costing. The report also covers the implementation process, monitoring and evaluation of the CRM system's progress, and reporting on project procedures and outcomes. Key aspects include market research, SWOT analysis, data collection, financial considerations, marketing factors, technical requirements, personnel allocation, legal and social factors, and adherence to the system development life cycle (SDLC). The project emphasizes data security, performance enhancement, and the use of tools like TQM and Six Sigma to ensure quality and achieve business goals. This report provides a comprehensive overview of the project's stages, from initial planning to final evaluation, offering valuable insights into the CRM system development process. It is contributed by a student to be published on the website Desklib, a platform which provides all the necessary AI based study tools for students.

PROJECT DEVELOPMENT AND
IMPLEMENTATION FOR STRATEGIC
MANAGERS
UNIT 17

TABLE OF CONTENTS
INTRODUCTION ..........................................................................................................................4
TASK 1............................................................................................................................................4
1.1 Analysis of factors that contributes to process of project selection.......................................4
1.2 Development of outline project specifications......................................................................6
1.3 Producing appropriate specification for CRM system ..........................................................8
TASK 2............................................................................................................................................9
2.1 Project plan for launch of CRM system.................................................................................9
2.2 Matching resources to project and identification of their availability.................................13
2.3 Costing of all resources required for implementation of CRM system...............................15
TASK 3..........................................................................................................................................23
3.1 Implementation of CRM system as the agreed specification...............................................23
3.2 Appropriate measures for monitoring and evaluating the progress of CRM and its
outcomes....................................................................................................................................24
3.3 Monitoring implementation of CRM system.......................................................................25
TASK 4..........................................................................................................................................26
TASK 5..........................................................................................................................................30
5.1 Reporting all the project procedures utilized throughout the project of CRM system........30
5.2 Outcomes of project in presentation....................................................................................32
CONCLUSION .............................................................................................................................32
REFERENCES..............................................................................................................................33

INTRODUCTION
Project development is the procedure in which transportation as well as improvement
takes place with an assistance of construction. There is greater need for the development of
strategies in order to develop and implement projects. Project management involves series of
activities as well as process that can be used by the firm with the aim to align and integrate
resources to attain business vision and mission (Borghoff and Pareschi, 2013). There is stronger
relationship between strategic management and project management which in turn results in
development of unique product and service. For the present study, the project taken by Nexus is
launch of CRM (Customer relationship management system) for one of its client McDonald. The
present study involves development of project specification. Further, it covers planning for the
launch of project for implementation of new product, service or process. The report evaluates as
well as presents the outcomes of project.
TASK 1
1.1 Analysis of factors that contributes to process of project selection
The management consultant hired by Nexus Ltd suggested launch of CRM system. There
is existence of several factors that helps management consultant in the process of project
selection. These are enumerated in the manner below:
As firm like McDonald is growing at an increasing rate thus, it faces various issues
regarding data management of business. This calls for the need of CRM system for the
organization. It is a kind of technology that assists in keeping database of employees as well as
customers of business. This would assist in maintaining database of the firm and act as an aid in
increasing the security of data. Due to such reason, particular product that is CRM has been
selected for McDonald. Market Research: The role of market research is effective in contributing towards
selection of project. The data gained through carrying out investigation in the market
assists management consultant in gaining insight to the need of CRM in McDonald. With
this, preferences of clients can be known and thus, effective products can be offered to
them that can comply with their needs and requirements. The SWOT analysis of
McDonald includes the following:
1

 Strength: Major strength of the firm is diversified income streams. The revenues of fast
food chain come from several countries, region as well as products. Further, the firm
possesses major strengths relating with consistency of food. Weakness: McDonald has major weakness relating with weaker development of product
that has resulted in declining its market share. Opportunity: Company has major opportunity of international expansion. Further, it can
have joint ventures with other retailers. Threat: This includes factors such as recession or economic downturn within economy
that can affect the sales of retailer. In addition to this, strength of competition is the major
threat for McDonald. Data Collection: Another factor is related with data collection. Under this information is
gathered through which the decision can be taken regarding selection of particular project
by the organization. Data can be collected from primary as well as secondary sources
which assist in making selection of project with greater effectiveness. The data is
gathered from employees so that need for CRM system can be known in an effective
manner. The sample of data collection will be 30 respondents. Financial factor: It is regarded as one of the most essential factor that assists in selecting
the project. The focus of business is on various aspects related with finance that includes
profitability, net present value, payback period as well as internal rate of return to decide
the viability of the project. In addition to this, firm determines the amount of finance
required for the whole process of project development of CRM in McDonald. There is
huge impact of recession, depreciation and inflation factor on the financial factor within
the organization. This because such affects the availability of finances to a greater extent.
In situation of inflation the level of prices of goods and services increases. Thus the
availability of funds increases to a greater extent. Recession is the condition of economic
downturn that influences the financial factor for business to a significant level.
Management consultant at Nexus needs to be careful and should add all these financial
factors in the price of the project. After this final price of the projects client has to decide
if they are going to launch the project or may refuse the project. CRM at McDonald will
be a continuous process; however the initial implementation will take 2 months with
2

approximately £120,000 of required finance. McDonald and Nexus ltd needs to get agree
on the financial side of the projects along with some other hidden or unexpected
expenses. Marketing factor: There is greater requirement to attract large number of customer for
the product and services offered by McDonald. Thus the major focus of the firm is on
marketing related factors especially to introduce the new CRM system, which will than
help bring new customers into the business. While making the company determines the
size of potential market, target audience, impact of its new product on existing line of
product, estimated product life cycle, and to address the issues that they may had in the
past by introducing the new services and in this research it is CRM system. Along with
this, determination of market share and its acceptance among the employees is major
factors that are considered. Technical factor: The most critical factor considered for CRM system is technological
aspect. It is essential for McDonald to determine the types of machines, equipment’s,
software, applications and techniques needed for launching the new CRM system. Personnel factor: It involves training and development programs needed, skills, abilities
and knowledge required with respect to introducing new CRM system. Further, it
involves resources allocation and roles and responsibilities of the personnel while
implementation of the entire CRM system. In order to accomplish different activities of
the project plan different manpower is required, for instance, in order to carry out
customer research the role of Research and Development team is crucial. Legal factors: It is also the main factor which has high level of influence upon the project
selection. Thus, management consultant also requires accomplishing his project by taking
into consideration the limits which are imposed by laws and legislation. It is important
for Nexus Ltd. to comply with the legal aspects relating with particular project. For
instance, in case of development of CRM system, it is essential that none of the personal
information of customers and employees is shared with anyone. It is important for
company to comply with this for the accomplishment of these laws as it can affect the
operations of business in the long run and thus its profits as well.
3

 Social factors: It is also major factor that needs to be taken into account while making
selection of project. There is greater need to consider the need for the project for clients
in order to provide greater satisfaction to them. For instance, the preferences of customers
play an essential role in development of the software in an effective manner
1.2 Development of outline project specifications
The product for which Nexus hired Management Consultant is related with CRM system
for McDonald Company. It is the kind of technology that keeps database of the employees and
customers of the firm. The major aim of the product is good performance, better data storage and
data redundancy.
 To develop system for appropriate management and storing company's information.
 To ensure data security from unauthorized access (Walker, 2007).
 To minimize data redundancy for effective information management. To enhance performance for achievement of objectives. Cost: There are various types of cost involved in formation of CRM system and its
launch. The different cost involves CRM system development, training and development
cost, cost of labor, technological cost, marketing cost etc. The cost estimated for the
project will be £120000. Time scales: The time needed for completing the project is 2 months, which includes
system CRM system design, implementation, monitoring and review. Resources: The organization requires resources for the launching the CRM system
includes financial resources, human resources, technological resources, quality assurance,
monitoring and review. Ethics: It is essential for the firm to lay emphasis on the safety and security of the
personnel while developing the product. Further, they are required to train them as per
product requirement so as to enhance their skills and knowledge. Quality: In order to monitor the quality of product launch, there is a big role of quality
manager. It is important to measure the product quality by Nexus Ltd. through
implementation of techniques such as TQM and six sigma.
4

 TQM: It is referred as s management approach that describes the culture, attitude and
business of firm. It further strives towards offering customers with the products that can
result in fulfilling their requirements.
 Six Sigma: It is regarded as data driven approach that results in the elimination of defects.
Summary of project specification can be seen as under:
Description Details
Cost of project £120,000
Human resources £36,000 (Salaries of 50 staff members)
Technological resources £80,000
Quality £4000
Duration 2 months
Required human resources
The involvement of people plays a significant role in launching the project. This includes
project manager, quality manager, marketing manager, contract officer as well as staff members.
This has been explained in the table stated below:
Table 1: Breakdown of Human resource
Job description Staff required
Quality manager 2
Marketing manager 5
Technical staff 2
Contract officer 10
Project manager 1
Staff members 30
Total 50
Technological resources
This involves resources such as tools and devices that offer information and assistance
for launch of project. Such is comprised of Hardware and Software, Office equipment,
5

Miscellaneous Facilities, Internet cables and other systems, Networking systems as well as ERP
system.
Table 2: Breakdown of Technological resource
Technological Resources Allocated budget(£)
Hardware and Software £5000
Office equipment £2000
Miscellaneous Facilities £3000
Internet cables and other systems £5000
Networking systems £5000
ERP system £60000
Total £80000
Table 3: Breakdown of cost
Human resources £36,000
Technological resources £80,000
Software £4000
Total cost £120,000
1.3 Producing appropriate specification for CRM system
The major reason behind suggestion of management consultant relates with the formation
of such product that assists the organization in making storage of data in an effective manner.
Further, this helps in improving business performance. The main goal of the product is to bring
improvement in company's management by using appropriate tools. This offers greater
opportunity to the personnel in developing their skills and knowledge for long term success. In
addition to this it laid emphasis on attainment of business goals (Dorfman and Cather, 2012). In
order to implement this product, it is essential for project manager to determine suitable budget
and comply with system development life cycle (SDLC). This assists in making proper analysis,
6

testing as well as implementation. The role of SDLC assists in utilizing resources and funds
through suitable management time that minimizes total cost. Manager needs to assign the task as
per the competency of the personnel (Winter and et.al., 2006). Through determination of
schedules in accordance with time scale of CRM, manager can maintain work performance of
employees. Further, he needs to make decision on the technology needed for formation and
launching of product. This assists in reducing time and cost. Further, the manager has to hire new
employees as required by the new project. The specification for the CRM system involves
carrying out market research followed by competitors’ research. Next in the series analysis as
well as planning is done. Further, steps involve product development, supplier & logistics,
production, launch, sales and review. The plan involves the time period required to accomplish
the project. In addition to this the cost involved in the project is also specified in the project plan.
The personnel resources required to accomplish the different activities have been presented in
the plan.
No. Specification Details Cumulative cost
1. Cost of project £120,000 (£80000+£40000)
Technological resources
Hardware and Software £5000 £5000
Office equipment £2000 £7000
Miscellaneous Facilities £3000 £10000
Internet cables and other
systems
£5000 £15000
Networking systems £5000 £20000
ERP system £60000 £80000
Human resources
Quality manager £4000 £4000
Marketing manager £6000 £10000
Technical staff £7000 £17000
Contract officer £8000 £25000
7

Project manager £15000 £40000
The activities involved in the accomplishment of the project involve carrying out research
for targeting of customers. Further this is followed by analysis of the competitors. This later
includes analysis of the clients and market. Next in the series is planning and deciding process.
Further it is followed by development of product and deciding on the supplier and logistics. Later
the production is done and sales are done. At last, review of the plan is being done in order to
examine whether the desired target has been achieved in an effective manner.
TASK 2
2.1 Project plan for launch of CRM system
Project plan demonstrates proper planning of the activities along with the time of
completion. The activities needed for CRM system are enumerated as below with the time period
in months.
Table 2: Project plan
8

S.No Task
Mode Task Name Durati
on Start Finish
Pred
ecess
ors
Resource Names Cost
1
Manual
ly
Schedul
ed
CRM system
launch project
64
days
01-04-
2016
29-06-
2016 $114,400.00
1.1
Auto
Schedul
ed
Customer
Research 7 days 01-04-
2016
11-04-
2016 $9,600.00
1.1.1
Auto
Schedul
ed
Questionna
ire 2 days 01-04-
2016
04-04-
2016
Marketing
Manager $1,600.00
1.1.2
Auto
Schedul
ed
Feedback
Forms 2 days 05-04-
2016
06-04-
2016 1.1.1 Quality Manager $800.00
1.1.3
Auto
Schedul
ed
Observatio
ns 3 days 07-04-
2016
11-04-
2016 1.1.2 Project Manager,
Quality Manager $7,200.00
1.2
Auto
Schedul
ed
Competitor
Research 8 days 12-04-
2016
21-04-
2016 $3,600.00
1.2.1
Auto
Schedul
ed
Finding
Market Share 2 days 12-04-
2016
13-04-
2016 1.1.3 Marketing
Manager $1,600.00
1.2.2
Auto
Schedul
ed
SWOT 1 day 14-04-
2016
14-04-
2016 1.2.2 Project Manager $2,000.00
1.2.3
Auto
Schedul
ed
Planning
and Executing
Strategies
5 days 15-04-
2016
21-04-
2016 1.2.2 $0.00
1.3
Auto
Schedul
ed
Analysis 14
days
22-04-
2016
11-05-
2016 $17,200.00
1.3.1
Auto
Schedul
ed
Analysis of
Market 2 days 22-04-
2016
25-04-
2016
Marketing
Manager $1,600.00
1.3.2
Auto
Schedul
ed
Customer
Analysis 5 days 26-04-
2016
02-05-
2016 1.3.1 Marketing
Manager $4,000.00
1.3.3 Auto
Schedul
Analysis of
Competitor
4 days 03-05-
2016
06-05-
2016
1.3.1 Marketing
Manager
$3,200.00

ed
1.3.4
Auto
Schedul
ed
Business
Analysis 3 days 09-05-
2016
11-05-
2016
1.3.2,
1.3.3
Marketing
Manager, Project
Manager
$8,400.00
1.4
Auto
Schedul
ed
Planning 4 days 12-05-
2016
17-05-
2016 $12,400.00
1.4.1
Auto
Schedul
ed
Selection of
ideas 2 days 12-05-
2016
13-05-
2016
Marketing
Manager $1,600.00
1.4.2
Auto
Schedul
ed
Scope of
project 1 day 12-05-
2016
12-05-
2016 1.4.1 Project Manager $2,000.00
1.4.3
Auto
Schedul
ed
Feasibility
Study 2 days 16-05-
2016
17-05-
2016 1.4.2 Project Manager,
Technical Staff $4,800.00
1.4.4
Auto
Schedul
ed
Allocation
of resources 2 days 13-05-
2016
16-05-
2016 1.4.3 Project Manager $4,000.00
1.5
Auto
Schedul
ed
Product
Development
10
days
18-05-
2016
31-05-
2016 $23,200.00
1.5.1
Auto
Schedul
ed
Feature
Specification 3 days 18-05-
2016
20-05-
2016 1.4.4 Project Manager,
Technical Staff $7,200.00
1.5.2
Auto
Schedul
ed
Developing
Prototypes 5 days 23-05-
2016
27-05-
2016 1.5.1 Project Manager,
Technical Staff $12,000.00
1.5.3
Auto
Schedul
ed
Intellectual
property rights 2 days 30-05-
2016
31-05-
2016 1.5.2 Project Manager $4,000.00
1.6
Auto
Schedul
ed
Suppliers &
Logistics 2 days 01-06-
2016
02-06-
2016 $1,600.00
1.6.1
Auto
Schedul
ed
Selection of
distributors 2 days 01-06-
2016
02-06-
2016 1.5.3 Marketing
Manager $1,600.00
1.7
Auto
Schedul
ed
Production 2 days 03-06-
2016
06-06-
2016 $1,600.00
1.7.1 Auto
Schedul
Production
optimization
2 days 03-06-
2016
06-06-
2016
1.6.1 Marketing
Manager
$1,600.00

ed analysis
1.8
Auto
Schedul
ed
Launch 7 days 07-06-
2016
15-06-
2016 1.7.1 $19,600.00
1.8.1
Auto
Schedul
ed
Market
Testing 5 days 07-06-
2016
13-06-
2016 1.7.1
Marketing
Manager, Project
Manager
$14,000.00
1.8.2
Auto
Schedul
ed
Developing
Marketing
Strategies
2 days 14-06-
2016
15-06-
2016 1.8.1
Marketing
Manager, Project
Manager
$5,600.00
1.9
Auto
Schedul
ed
Sales 6 days 16-06-
2016
23-06-
2016 $15,200.00
1.9.1
Auto
Schedul
ed
Sales
Forecasting 2 days 16-06-
2016
17-06-
2016 1.8.2 Project Manager $4,000.00
1.9.2
Auto
Schedul
ed
Price
Analysis 2 days 20-06-
2016
21-06-
2016 1.9.1
Marketing
Manager, Project
Manager
$5,600.00
1.9.3
Auto
Schedul
ed
Break-even
Analysis 2 days 22-06-
2016
23-06-
2016 1.9.2
Marketing
Manager, Project
Manager
$5,600.00
1.10
Auto
Schedul
ed
Review 4 days 24-06-
2016
29-06-
2016 $10,400.00
1.10.1
Auto
Schedul
ed
Testing and
Monitoring 2 days 24-06-
2016
27-06-
2016 1.9.3
Marketing
Manager, Project
Manager, Quality
Manager
$6,400.00
1.10.2
Auto
Schedul
ed
Feedbacks 2 days 28-06-
2016
29-06-
2016
1.10.
1 Project Manager $4,000.00
Gantt chart

12

13

14

15

16

Critical path:
3-4-5-7-8-9-11-12-13-17-19-21-22-23-25-27-29-30-32-33-34-36-37 and the total duration for
project completion is 64 days.
The project plan discussed above assists in development and implementation of product.
By performing the activities in the set time period, Nexus Ltd can attain its set target in an
effective manner. Customer as well as competitor research helps in knowing demands,
preferences and needs of people along with condition prevailing in the market. Later with the
help of this information, product planning and development can be done (Yu and et.al, 2013).
With the completion of activities within decided time frame expected outcomes will be achieved
2.2 Matching resources to project and identification of their availability
The resources needed for the formation of product includes human, technological as well
as financial resources. These are required for the purpose of accomplishing activities of the
project in an effective manner. These are enumerated as below:
 Technological resources: For the development of CRM system, it is necessary to possess
sound technical resources. At present, company has hardware and software as well as
office equipments available with it. But they are not as per the technological
advancement which is required in the development of CRM system. Thus, such resources
need installation of all software and application in an appropriate manner (Zwikael,
2009). Through the use of enterprise resource planning (ERP), work of personnel can be
managed effectively along with the suitable communication. With this, firm can maintain
record of employee performance. Technical resources also include modem, routers,
printers, scanners, computers, etc. These resources would be used while making
development of the software relating with CRM system.
Technological resources
Hardware and Software £5000 £5000
Office equipment £2000 £7000
Miscellaneous Facilities £3000 £10000
17

Internet cables and other systems £5000 £15000
Networking systems £5000 £20000
ERP system £60000 £80000
 Human resources: It is an ongoing process that assists in managing work through proper
allocation among employees. It is regarded as an important task that helps in the
attainment of goals (Fan, Thomas and Anantatmula, 2014). The manpower needed for
CRM system includes project manager, technical staff, quality manager as well as
contract officer. The availability of these is limited in the organization. Thus, in order to
carry out the new project, it is essential for the firm to possess adequate number of human
resources in order to implement the plan with greater effectiveness. The duties assigned
to them assist in proper implementation and development of CRM system.
Resource Name Duties and Tasks
Project manager Project manager has to keep record of all tasks
that take place for the development of product.
He has the responsibility to plan and define
activities of system development. Further, it
also involves the assessment of risk and
monitoring of progress.
Technical staff The role of technical staff is to attain the goals
in provided deadline through the use of
appropriate techniques. Human resources play
a crucial role in implementing the plan. Thus,
while carrying out the project, they will be
used for implementing the plan as per the
schedule developed.
Quality manager The role of quality manager is to keep a track
on the quality of product on time so that it can
18

attain the expected results.
 Contingency factors: It is termed as negative economic event that emerges while
developing and implementing the product. Contingency factors involve strategic, tactical,
contingency as well as operational factors that can affect product development within
organization (Garton and McCulloch, 2012). With the analysis of these factors, manager
can plan alternatives to handle the risk. With the study of these factors, manager can
attain their responsibility of designing business which involves strategy, environment,
size, technology and age. Such factors protect the wastage of valuable resources and
result in the attainment of targets.
 Financial resources: For the purpose of developing CRM system, Nexus Ltd. is required
to invest money. This need can be fulfilled by taking loan from bank and sponsorship. It
is essential to decide the budget in accordance with the activities that are occurring during
formulation of product (Sami, 2012). With this budget, allocation of resources can be
done in an effective manner. With the analysis of each and every cost, Nexus Ltd. is able
to decide whether or not it possesses the ability to develop planned product. At present,
firm has the availability of £70000 which can be used as retained earnings in order to
launch new CRM system. It is the part of profit that has been kept aside by organization
in order to meet the future needs. Thus, for Nexus Ltd. funds would be arranged through
bank loan and retained earnings. During project implementation, role of financial
resources is very crucial. Along with that, it assists in buying amount of material required
in the development of CRM system.
Technological resources
Allocated budget
in %
Hardware and Software 5000 4.17%
Office equipment 2000 1.67%
Miscellaneous Facilities 3000 2.50%
Internet cables and other systems 5000 4.17%
Networking systems 5000 4.17%
ERP system 60000 50.00%
Human resources
Quality manager 4000 3.33%
19

Marketing manager 6000 5.00%
Technical staff 7000 5.83%
Contract officer 8000 6.67%
Project manager 15000 12.50%
2.3 Costing of all resources required for implementation of CRM system
It is an apparent fact that organization requires proper resources while implementing any
new system or process; thus Nexus Ltd is also required to make proper identification of
resources while executing CRM system
Table 3: Implementation of project plan
Network diagram:
Through MS project, the entire cost has been calculated as £102,496.00.
The breakdown of cost into varied resources is presented. Different resources along with
their cost are enumerated in the manner below:
Technological resources:
Technological Resources Estimated Cost (£)
Hardware and Software £5000
20

Office equipment £2000
Miscellaneous Facilities £3000
Internet cables and other systems £5000
Networking systems £5000
ERP system £60000
Total £80000
Through technological resources, product can be developed as per the required quality.
Financial resources:
Financial Resources Estimated Cost (£)
Bank Loan £50000
Retained Earning £70000
Total £120000
The need for resources is imperative as it results in the accomplishment of planned
project within specified duration of time. With the financial resources, firm can meet its expenses
towards purchase of material and other activities.
Human Resource: The primary roles and responsibilities that lie under this aspect are mentioned
in a detailed manner in the following section: Project manager – Project manager of Nexus Ltd. is entitled to handle the entire project
and the person is also accountable to plan and control each and every aspect about the
project (The Project Management Processes, 2007). Project manager must have to
consider risk assessment aspects so that performance of the project can be managed
successfully. Further, the manager has to organize training and other sessions to develop
the quality of project. Salary of the project manager will be £15000.
21

 Quality manager – Quality manager of the project is responsible to maintain proper
records and auditing so that as per the plans and procedure, aim and objectives can be
acquired. The manager is also entitled to develop quality plans so that all the operations
can be properly managed. Salary of quality manager will be £4000. Technical manager – Technical manager must be capable to handle software and
hardware techniques so that issues related to technicalities can be sorted out effectually.
The manager is entitled to set up new profiles and along with the same, proper concern is
also required in the area of networking facets (Schiff, 2012). Salary of technical manager
will be £7000.
 Contract officer – Contract officer has to develop all the records and documents and they
are also required to emphasize on proper management about each of the department. The
manager is also accountable to identify the areas where new products and services can be
introduced (Lehmann and et.al., 2013). Lastly, decisions related to wind up of the project
can also be taken by the project manager. Salary of the manager will be £8000.
No. Resource Quantity
1 Quality manager £4000
2 Marketing manager £6000
3 Technical staff £7000
4 Contract officer £8000
5 Project manager £15000
Total £40000
The role of human resources is critical in implementing the plan to a greater extent.
2.4 Timescale for the management and implementation of CRM system and launch it
Table 4: Timescale chart
22

S. No Task
Mode Task Name Durati
on Start Finish
Pred
ecess
ors
Resource Names Cost
1
Manual
ly
Schedul
ed
CRM system
launch project
64
days
01-04-
2016
29-06-
2016 $114,400.00
1.1
Auto
Schedul
ed
Customer
Research 7 days 01-04-
2016
11-04-
2016 $9,600.00
1.1.1
Auto
Schedul
ed
Questionna
ire 2 days 01-04-
2016
04-04-
2016
Marketing
Manager $1,600.00
1.1.2
Auto
Schedul
ed
Feedback
Forms 2 days 05-04-
2016
06-04-
2016 1.1.1 Quality Manager $800.00
1.1.3
Auto
Schedul
ed
Observatio
ns 3 days 07-04-
2016
11-04-
2016 1.1.2 Project Manager,
Quality Manager $7,200.00
1.2
Auto
Schedul
ed
Competitor
Research 8 days 12-04-
2016
21-04-
2016 $3,600.00
1.2.1
Auto
Schedul
ed
Finding
Market Share 2 days 12-04-
2016
13-04-
2016 1.1.3 Marketing
Manager $1,600.00
1.2.2
Auto
Schedul
ed
SWOT 1 day 14-04-
2016
14-04-
2016 1.2.2 Project Manager $2,000.00
1.2.3
Auto
Schedul
ed
Planning
and Executing
Strategies
5 days 15-04-
2016
21-04-
2016 1.2.2 $0.00
1.3
Auto
Schedul
ed
Analysis 14
days
22-04-
2016
11-05-
2016 $17,200.00
1.3.1
Auto
Schedul
ed
Analysis of
Market 2 days 22-04-
2016
25-04-
2016
Marketing
Manager $1,600.00
1.3.2
Auto
Schedul
ed
Customer
Analysis 5 days 26-04-
2016
02-05-
2016 1.3.1 Marketing
Manager $4,000.00
1.3.3 Auto
Schedul
Analysis of
Competitor
4 days 03-05-
2016
06-05-
2016
1.3.1 Marketing
Manager
$3,200.00

ed
1.3.4
Auto
Schedul
ed
Business
Analysis 3 days 09-05-
2016
11-05-
2016
1.3.2,
1.3.3
Marketing
Manager, Project
Manager
$8,400.00
1.4
Auto
Schedul
ed
Planning 4 days 12-05-
2016
17-05-
2016 $12,400.00
1.4.1
Auto
Schedul
ed
Selection of
ideas 2 days 12-05-
2016
13-05-
2016
Marketing
Manager $1,600.00
1.4.2
Auto
Schedul
ed
Scope of
project 1 day 12-05-
2016
12-05-
2016 1.4.1 Project Manager $2,000.00
1.4.3
Auto
Schedul
ed
Feasibility
Study 2 days 16-05-
2016
17-05-
2016 1.4.2 Project Manager,
Technical Staff $4,800.00
1.4.4
Auto
Schedul
ed
Allocation
of resources 2 days 13-05-
2016
16-05-
2016 1.4.3 Project Manager $4,000.00
1.5
Auto
Schedul
ed
Product
Development
10
days
18-05-
2016
31-05-
2016 $23,200.00
1.5.1
Auto
Schedul
ed
Feature
Specification 3 days 18-05-
2016
20-05-
2016 1.4.4 Project Manager,
Technical Staff $7,200.00
1.5.2
Auto
Schedul
ed
Developing
Prototypes 5 days 23-05-
2016
27-05-
2016 1.5.1 Project Manager,
Technical Staff $12,000.00
1.5.3
Auto
Schedul
ed
Intellectual
property rights 2 days 30-05-
2016
31-05-
2016 1.5.2 Project Manager $4,000.00
1.6
Auto
Schedul
ed
Suppliers &
Logistics 2 days 01-06-
2016
02-06-
2016 $1,600.00
1.6.1
Auto
Schedul
ed
Selection of
distributors 2 days 01-06-
2016
02-06-
2016 1.5.3 Marketing
Manager $1,600.00
1.7
Auto
Schedul
ed
Production 2 days 03-06-
2016
06-06-
2016 $1,600.00
1.7.1 Auto
Schedul
Production
optimization
2 days 03-06-
2016
06-06-
2016
1.6.1 Marketing
Manager
$1,600.00

ed analysis
1.8
Auto
Schedul
ed
Launch 7 days 07-06-
2016
15-06-
2016 1.7.1 $19,600.00
1.8.1
Auto
Schedul
ed
Market
Testing 5 days 07-06-
2016
13-06-
2016 1.7.1
Marketing
Manager, Project
Manager
$14,000.00
1.8.2
Auto
Schedul
ed
Developing
Marketing
Strategies
2 days 14-06-
2016
15-06-
2016 1.8.1
Marketing
Manager, Project
Manager
$5,600.00
1.9
Auto
Schedul
ed
Sales 6 days 16-06-
2016
23-06-
2016 $15,200.00
1.9.1
Auto
Schedul
ed
Sales
Forecasting 2 days 16-06-
2016
17-06-
2016 1.8.2 Project Manager $4,000.00
1.9.2
Auto
Schedul
ed
Price
Analysis 2 days 20-06-
2016
21-06-
2016 1.9.1
Marketing
Manager, Project
Manager
$5,600.00
1.9.3
Auto
Schedul
ed
Break-even
Analysis 2 days 22-06-
2016
23-06-
2016 1.9.2
Marketing
Manager, Project
Manager
$5,600.00
1.10
Auto
Schedul
ed
Review 4 days 24-06-
2016
29-06-
2016 $10,400.00
1.10.1
Auto
Schedul
ed
Testing and
Monitoring 2 days 24-06-
2016
27-06-
2016 1.9.3
Marketing
Manager, Project
Manager, Quality
Manager
$6,400.00
1.10.2
Auto
Schedul
ed
Feedbacks 2 days 28-06-
2016
29-06-
2016
1.10.
1 Project Manager $4,000.00
Gantt chart:

1st month 2nd month 3rd month
Research for targeting the customer
Competitors research
Analysis
Planning and deciding process

Product development
Supplier and logistics
Production
Launch
Sales
Review
 Research for targeting the customers – 1 week
 Competitor research – 2 weeks
 Analysis – 1 week
 Planning and deciding process - 1 week
 Product development - 2 weeks
 Suppliers and logistics – 1 week
 Production – 2 weeks
 Launch – 1 week
 Sales – 2 weeks
 Review – 1 week
In order to determine the timescale, Gantt chart has been prepared so that proper
information can be acquired regarding all the concerned entities. Such chart has been made
because it gives sequencing to all the concerned activities and it also depicts start and finishes
both the dates. As per the chart, all the subsequent managers will able to conduct their duties and
responsibilities.
2.5 Strategy to implement CRM system at Nexus Ltd
Project strategy refers to a plan that assists in carrying out single project in an effective
manner. It is important for the business to develop strategy in alignment with the goals and
objectives. This would act as an aid in the accomplishment of business goals.
There is presence of certain project strategies. These have been stated in the manner as
under:
 Declaring the scope of project
 Establishment of critical and non-critical paths

 Using compiled data
 Management of project and not the plan Relying on the collaborate efforts
Management of the project and not the plan can be more suitable strategy. Delays have
common place in project management. But its impact can be reduced when an individual
examines the solution to the problem instead of spending large amount of time in examining the
reasons for delay. Through this strategy, determination can be made regarding the reasons for
project failure once it is completed. The implementation of CRM will be carried out by
complying with the schedule of different activities. This acts as an aid in the accomplishment of
project needs. The following stages will be complied in order to implement the project of CRM:
 At the initial stage, it is vital for consultant at Nexus Ltd. to plan about the infrastructure
so that resource allocation process can be managed properly. Focus is required to pay on
varied hardware and software aspects which are essential for implementing the project in
practical terms.
 While executing the strategy at Nexus Ltd., it is essential to involve all the departments
so that proper coordination can be developed. The concerned entities are accountable to
develop adequate communication with each other while implementing the project.
 Nexus Ltd. has to make sure that employees are getting proper training about the
implementation of CRM system. Hence, for such purpose, training sessions should be
organized. All the methods, tools and techniques should be included in the training part.
 Another stage is about implementation of CRM system where thoughtful ideas are
required to be presented. The manager at that point of time has to make sure that all the
tools and techniques are provided to the project workers.
 Chief aim of executing the system is to record and collate appropriate data about the
employees. Therefore, manager must convert the data into appropriate language so that
CRM can accept it.
 Final verification is required where the project manager has to test each and every aspect
concerned with the project. Expected outcomes should match with the acquired outcomes
because that will only make the system more feasible and suitable.

 At this stage, project manager has to implement the process and as per the areas of
changes, he should make modifications. In order to improve the performance of system,
proper evaluation about the system is required.
 At the last stage, monitoring and controlling is requisite so as to evaluate the areas where
changes ought to be executed. Hence, this will also fulfill the need of proper
measurement of CRM system.
The stated strategy can be fruitful for CRM project as it acts as an aid in management of
the projects and delays in the real time. Further, it assists in monitoring the resultants in terms of
reason due to which project failed. Thus, monitoring of the entire plan can be done with greater
effectiveness.
TASK 3
3.1 Implementation of CRM system as the agreed specification
Execution of the project is considered as a phase in which visions and plans comes into
reality. It is regarded as logical conclusion that is after evaluation, planning, applying for funds
and determination of financial resources for the project.
The implementation of the project can be done by the integration of different resources
that have been considered essential for the completion of the project. In addition to this the
project can be executed by examination of the schedules so that plan can be carried out with
greater efficiency.
The implementation of CRM system in accordance with agreed specification as provided
above. The execution of the CRM needs to follow series of steps that can be used to implement
project in an effective manner. In accordance with critical path analysis project will be
accomplished within 64 days. This is the minimum duration for completion of entire project. It is
considered the longest path and entire activities will include non-critical activities in the total
duration. For the purpose of implementing changes within successful project, there are certain
responsibilities. This includes management of resources, performance of technical and financial
monitoring as well as communication with higher management. This is needed in case when
expected outcomes are uncertain.

Implementation of CRM

S. No Task
Mode Task Name Durati
on Start Finish Predecess
ors Resource Names
1
Manual
ly
Schedul
ed
CRM system
launch project
64
days
01-04-
2016
29-06-
2016
1.1
Auto
Schedul
ed
Customer
Research 7 days 01-04-
2016
11-04-
2016
1.1.1
Auto
Schedul
ed
Questionna
ire 2 days 01-04-
2016
04-04-
2016 Marketing Manager
1.1.2
Auto
Schedul
ed
Feedback
Forms 2 days 05-04-
2016
06-04-
2016 1.1.1 Quality Manager
1.1.3
Auto
Schedul
ed
Observatio
ns 3 days 07-04-
2016
11-04-
2016 1.1.2 Project Manager, Quality
Manager
1.2
Auto
Schedul
ed
Competitor
Research 8 days 12-04-
2016
21-04-
2016
1.2.1
Auto
Schedul
ed
Finding
Market Share 2 days 12-04-
2016
13-04-
2016 1.1.3 Marketing Manager
1.2.2
Auto
Schedul
ed
SWOT 1 day 14-04-
2016
14-04-
2016 1.2.2 Project Manager
1.2.3
Auto
Schedul
ed
Planning
and Executing
Strategies
5 days 15-04-
2016
21-04-
2016 1.2.2
1.3
Auto
Schedul
ed
Analysis 14
days
22-04-
2016
11-05-
2016
1.3.1
Auto
Schedul
ed
Analysis of
Market 2 days 22-04-
2016
25-04-
2016 Marketing Manager
1.3.2
Auto
Schedul
ed
Customer
Analysis 5 days 26-04-
2016
02-05-
2016 1.3.1 Marketing Manager
1.3.3
Auto
Schedul
ed
Analysis of
Competitor 4 days 03-05-
2016
06-05-
2016 1.3.1 Marketing Manager

1.3.4
Auto
Schedul
ed
Business
Analysis 3 days 09-05-
2016
11-05-
2016
1.3.2,
1.3.3
Marketing Manager,
Project Manager
1.4
Auto
Schedul
ed
Planning 4 days 12-05-
2016
17-05-
2016
1.4.1
Auto
Schedul
ed
Selection of
ideas 2 days 12-05-
2016
13-05-
2016 Marketing Manager
1.4.2
Auto
Schedul
ed
Scope of
project 1 day 12-05-
2016
12-05-
2016 1.4.1 Project Manager
1.4.3
Auto
Schedul
ed
Feasibility
Study 2 days 16-05-
2016
17-05-
2016 1.4.2 Project Manager,
Technical Staff
1.4.4
Auto
Schedul
ed
Allocation
of resources 2 days 13-05-
2016
16-05-
2016 1.4.3 Project Manager
1.5
Auto
Schedul
ed
Product
Development
10
days
18-05-
2016
31-05-
2016
1.5.1
Auto
Schedul
ed
Feature
Specification 3 days 18-05-
2016
20-05-
2016 1.4.4 Project Manager,
Technical Staff
1.5.2
Auto
Schedul
ed
Developing
Prototypes 5 days 23-05-
2016
27-05-
2016 1.5.1 Project Manager,
Technical Staff
1.5.3
Auto
Schedul
ed
Intellectual
property rights 2 days 30-05-
2016
31-05-
2016 1.5.2 Project Manager
1.6
Auto
Schedul
ed
Suppliers &
Logistics 2 days 01-06-
2016
02-06-
2016
1.6.1
Auto
Schedul
ed
Selection of
distributors 2 days 01-06-
2016
02-06-
2016 1.5.3 Marketing Manager
1.7
Auto
Schedul
ed
Production 2 days 03-06-
2016
06-06-
2016
1.7.1
Auto
Schedul
ed
Production
optimization
analysis
2 days 03-06-
2016
06-06-
2016 1.6.1 Marketing Manager

1.8
Auto
Schedul
ed
Launch 7 days 07-06-
2016
15-06-
2016 1.7.1
1.8.1
Auto
Schedul
ed
Market
Testing 5 days 07-06-
2016
13-06-
2016 1.7.1 Marketing Manager,
Project Manager
1.8.2
Auto
Schedul
ed
Developing
Marketing
Strategies
2 days 14-06-
2016
15-06-
2016 1.8.1 Marketing Manager,
Project Manager
1.9
Auto
Schedul
ed
Sales 6 days 16-06-
2016
23-06-
2016
1.9.1
Auto
Schedul
ed
Sales
Forecasting 2 days 16-06-
2016
17-06-
2016 1.8.2 Project Manager
1.9.2
Auto
Schedul
ed
Price
Analysis 2 days 20-06-
2016
21-06-
2016 1.9.1 Marketing Manager,
Project Manager
1.9.3
Auto
Schedul
ed
Break-even
Analysis 2 days 22-06-
2016
23-06-
2016 1.9.2 Marketing Manager,
Project Manager
1.10
Auto
Schedul
ed
Review 4 days 24-06-
2016
29-06-
2016
1.10.1
Auto
Schedul
ed
Testing and
Monitoring 2 days 24-06-
2016
27-06-
2016 1.9.3
Marketing Manager,
Project Manager, Quality
Manager
1.10.2
Auto
Schedul
ed
Feedbacks 2 days 28-06-
2016
29-06-
2016 1.10.1 Project Manager

3.2 Appropriate measures for monitoring and evaluating the progress of CRM and its outcomes
In the opinion of management consultant, monitoring and evaluation of CRM system
occurs in the manner stated below:

Monitoring and evaluation while implementing project
This procedure emerges before implementation of CRM system. It is comprised of two
project cycle phase project implementation and preparation. The tools needed for evaluation and
monitoring the preparation phase of project progress involves economic, financial and
institutional analysis, baselines, logical frameworks and evaluation plans. The outcomes are
documented for future use in logical framework format as well as project proposal application.
The outcomes gained at the end in this phase relates with the designing of system, transparency
and active employees participation (Martin and Guerin, 2006). Likewise implementation of
project is monitored and evaluated by tools including performance reviews, supervision events
and implementation plan. The resultant attained through execution and performance includes
monitoring and evaluation reports, implementation schedules as well as financial progress report.
Monitoring and evaluation after implementing project
In this procedure, monitoring and evaluation is done by the manager and project team
after implementation of CRM system. It involves the last phase of product life cycle that is
completion of project. After this, project is implemented for the purpose of testing. Tools needed
for the measurement of evaluation involves ex-post evaluation and impact assessment. The
report gained after completion is documented for the future purpose. It also involves the
information regarding improvements to be made in project design, policies, strategies and
portfolios. The implementation of changes is done after ensuring proper testing by team with an
aim to enhance the performance and quality.
PERT- It can be used as a program evaluation and review technique for application of
CRM. This is a technique in which a network diagram is prepared. In this diagram, all activities
are arranged in a sequence manner. Along with this, commencement and end time of each
activity is determined. Hence, this technique helps in completing the project on time. This leads
to saving in cost. With this implementation of CRM, project can be done effectively.
TQM- It is a total quality management approach for the proposed project. This technique
is used to make sure that goods are produced within determined criteria. There are many methods
in TQM that are employed to produce the goods of excellent quality. This would act as an aid in
maintaining the quality of entire project of CRM. Further the criteria set for attaining desired
targets can be achieved with greater effectiveness.

Quality control - It is a system under which the CRM will be tested and matched with the
standards. If both match with each other then it is assumed that goods of desired quality are
produced by the firm. Hence, this technique has a wide applicability in the business world. This
assists in developing CRM as per the requirement and ensures that there are no defects in the
system.
Running with planned cost: In accordance with the discussion above, it has been gained
that Project manager possess estimated cost for the implementation of entire project. Thus, after
execution, cost is being analyzed which would assist in monitoring the progress of project.
3.3 Monitoring implementation of CRM system
In order to attain effective outcomes it is important to monitor implementation and
execution of CRM system. Project manager can make utilization of several techniques with the
aim to monitor progress of system executed. These methods involve Gantt chart, work
breakdown structure as well as variance analysis. These have been stated as under:
With the assistance of technique of monitoring timescale project manager as well as
quality manager can examine the activities that take place during implementation of
project. With this analysis can be made regarding whether or not the project is
accomplished within expected time (Meredith and Mantel, 2011). Such demonstrates the
quality of system in accordance with working environment. Such assist in determining
variances and alterations in the system so the project manager can enhance the quality of
CRM system.
Factors Planned
Performance
Actual Performance Variance
Cost £120000 £114400 £5600 (Positive)
Work breakdown structure: Project manager can make utilization of this tool in order to
divide activities into sub activities. Such structure breaks project into phases, deliverable as well
as work packages for management and monitoring of activities. CRM system activities are broke
down into sub activities. This assists in accomplishment of task within set time duration.

The implementation of CRM will be monitored by the technique of variance analysis.
This assists in examining the work performed.
Variance analysis: This tool assists in setting budget of the product in accordance with
the performance. Through this, project manager determines the variance between planned and
actual variance. The estimated cost by project manager is £120000. However, the actual cost
after execution of plan is £114400. It can be determined that the final outcome is lower than
planned. This implies that project manager has allocated the resources in an appropriate manner.
Technique of variance analysis can be the most suitable for the purpose of monitoring as
it acts as an aid in determining the gap between estimated and actual performance. It is effective
in the establishment of budget as per the performance. Also, it is effectual in examining the
variances among planned and actual cost.
TASK 4
4.1 Analyze the outcome of a project in terms of the original project (CRM system)
specifications
Evaluating the outcomes of the project, it can be said that positive and feasible results
have been derived yet. Project manager of Nexus ltd has evaluated the outcomes by the
application of varied tools and techniques. However, in terms of comparing actual and expected
outcomes, it can be said that both gives different values (Mubarak, 2015). Due to use of CRM
firm relations with the customers get better. Company is in regular touch with the customers and
providing them supporting services whenever required. Hence, due to this reason firm customer
base is increased. The expected time determined for the project is four months; however it is
completed within 64 days only; thus it is evident that the project is feasible and suitable for
Nexus ltd. The system proved to be beneficial for Nexus ltd because it has facilitated better team
work and along with the same, employees involved in the project management have also learned
many things.
They have allocated resources in feasible manner which helped them in reducing the
amount of resources wastage. The estimated budget of project is £120000; however, the project
took £114400 amount to get completed. This depicts that resources have been adequately
allocated in all the processes. The project manager has used Activity Based Costing Method

where in amount was specified for all the activities (Paul and et.al. 2011). Thus, it can be said
that the system has used resources in feasible manner and it has also reduced the cost of
operations. Hence, it is vital for Nexus ltd. to prepare proper budgets so that expenditure can be
made accordingly. The factors that have been determined earlier for proper performance are
stated in the below mentioned section. Concluding this, it can be said that implementation of
CRM system shows affirmative results.
Factors Planned
Performance
Actual Performance Variance
Time 60 days 64 days 4 days (Negative)
Cost £120000 £114400 app £5600 (Positive)
The delivery of project has been done within specified time duration. This has been
demonstrated in the table above. Further, this was handed over to the management of McDonald.
The quality of system has been maintained so that target of company can be attained in an
effective manner. CRM for both customers and employees will be installed. There is greater
satisfaction among the customers as system has been developed as per their requirement.
The actual time estimated was 60 days. However the project gets completed within 64
days. Thus there is presence of positive variance. Similarly the estimated cost was £120000. But
the actual cost was £114400. Thus there is presence of positive variance.
4.2 Evaluation of the outcomes of a project to launch CRM system
Outcomes need to be evaluated and identified afterwards completion of the project so that
feasibility and efficacy of the project can be found out; hence for such purpose, management
consultant has to give varied efforts in evaluation process. Herein, quality manager and project
manager has to give their views regarding different fields. Hence, including the opinion of all the
concerned entities, it has been identified that CRM system is completed within the expected time
period and it consumed only determined cost.
All the concerned members have given their best efforts while executing the project and
this has also helped Nexus Ltd. to facilitate team work in the organization (Pich, Loch and

Meyer, 2002). To accomplish the objectives and aims of the project, each and every employee
has contributed effectively for the same. Internal work environment of the company is also
improved afterwards implementing the system because it has facilitated involvement of each and
every member in decision making process.
The manager has also evaluated that manual and paper work take much time as compared
to the subsequent CRM system and the process seems to be easy in managing recording system.
The management has maintained safety and security aspects while working on this system; hence
the data is protected in authorized database. The system allows the employees to communicate
with each other in adequate way; hence CRM is appropriate in other terms as well. Any sort of
issue and constraint in the project can be identified by the application of this system; hence
according to the same, data can be protected (Reed and Knight, 2013). The efficacy and
reliability of the data can be protected and maintained; therefore overall performance of Nexus
ltd has been improved. Data has been recorded under secured cells; thus it prevents in protecting
the information from any sort of crashing issue. Thus, evaluating the entire outcomes, it can be
said that Nexus Ltd has acquired optimistic results afterwards executing the project. As per the
timescale, the project is completed; hence it depicts the feasibility degree.
It has been evaluated that the project has been carried out as per the plan developed.
Further, the objectives from the development of CRM system have been achieved in an effective
manner. The focus was paid on the achievement of project goals with specified duration of time.
This has been attained and resulted in success through implementation of CRM system. This has
major benefit in terms of maintaining the database of customers as well as employees. The
difficulties faced were in relation with the technical department with respect to updation of the
information. Further, maintenance of quality was the major issue which was faced by the firm.
4.3 Recommendations for improvements to CRM systems that may help Nexus Ltd in future
ISSUES: Technical Department: In a few areas, recording has been done through manual process.
Due to use of manual process, project manager faced issue in updating the data and
delayed the entire process. The deadline of the project got delayed and this also depicts
inefficacy about time management.

 Quality Management: While measuring the quality, it has been found out that several
quality tools are used at a time. Efficacy of CRM system was not properly measured due
to lack of proper standards determined for quality (Rolstadås and et.al., 2014). Using
multiple tools created confusion because answers vary in nature. Scheduling: Improper scheduling is major issue. Due to improper scheduling, project
manager consumed a few hours extra. It has enhanced completion time period which
leads to resource capability.
 Database management: While implementing the process, a few things were skipped and
were not recorded in the database. A few processes and activities were not recorded;
hence it created misconception while implementation. It affects the documentation part
and several blocks remained blanked.
RECOMMENDATIONS: Technical Department: There must be proper updating in the work process so that overall
performance of the project can be improved (Saadé, Dong and Wan, 2015). Quality Management: Quality management system needs to be improved so that it may
enhance the efficacy of overall project. Scheduling: Proper scheduling is required and for that adequate database should be
maintained so that all the activities can be recorded safely.
 Database management: There should be proper recording system about each and every
aspect from the very starting day.
By the time of executing CRM system, employees in different departments have faced
varied issues which needs to be considered and optimum solutions should be developed for the
same. To improve the overall performance of Nexus ltd, several recommendations have been
given to the organization; hence within suitable time period, resolutions should be made for the
identified issues. Therefore, these mentioned improvements and modifications needs to be made
in all the concerned areas as that will enhance overall performance and efficiency of CRM and
other systems of Nexus Ltd.

TASK 5
5.1 Reporting all the project procedures utilized throughout the project of CRM system
To
The Board of Directors
Date: 6th February 2016
The basis of present report is related with the development and implementation of CRM system
by management consultant who is recruited by Nexus Ltd. The major reason beside selection of
such project is to enhance the overall working condition of Client Company that is McDonald.
This has resulted in proper management of the working as well as operations of several
departments within the organization. In the present era lot of changes are being bought in the
techniques (Tohidi, 2011). Thus it is essential to work in accordance with the time and changes
in market so as to attain success and growth for long run. With this project data redundancy can
be reduced and improvement can be bought by allocation of resources in an appropriate manner.
Management consultant makes use of several techniques like Gantt chart, Variance Analysis,
PERT, CPM for project implementation. With this monitoring and evaluation before and after
implementation has been made in an effective manner.
Specification: The estimated cost of project and planned time has assisted in attaining expected
outcomes. With the effective analysis of customer, market, business and competitors desired set
of goals have been attained for accomplishment of the project. The cost estimated for the project
is £120000. Further the estimated time duration is 60 days. In addition to this allocation includes
allocation of the resources and the amount of funds required to meet the needs of different
activities.
Planning: Under planning the arrangement of resources have been determined. Further the
amount of resources needed in different activities is determined. This is in order to meet the
needs of project in an effective manner.
Implementation: It has been evaluated that CRM project is effective in accomplishing the needs
of the organization in an effective manner. Implementation of project is monitored and evaluated
by tools including performance reviews, supervision events and implementation plan. The
resultant attained through execution and performance includes monitoring and evaluation

reports, implementation schedules as well as financial progress report. In order to accomplish the
objectives and aims of the project, each and every employee has contributed effectively for the
same. Internal work environment of the company is also improved afterwards implementing the
system because it has facilitated involvement of each and every member in decision making
process.
Monitor & outcomes: With the monitoring of activities on time improvement have been bought
in the performance. After implementation the actual cost incurred is £114400. Thus it has been
examined that there positive variance in the outcomes. This has been monitored through the
specification that has been estimated initially.
The manager has also evaluated that manual and paper work take much time as compared to the
subsequent CRM system and the process seems to be easy in managing recording system. The
management has maintained safety and security aspects while working on this system; hence the
data is protected in authorized database.
Regards
Sushila Ghale
Management consultant
5.2 Outcomes of project in presentation
Attached in power point presentation
CONCLUSION
It can be concluded from the above study that project management and strategic
management are interrelated with one another. The advice which is being offered by
management consultant has assisted in attaining desired set of outcomes in an effective manner.
There is existence of several factors such as cost, time, quality which plays critical role in the
project development. It has been inferred from the study that project development has been
possible with the development of appropriate strategies. Existence of resources in right amount is
important in successful implementation of project. This includes the resources such as human,
financial and technical. After monitoring the project it has been gained that CRM system project
has been implemented within estimated cost, time and available resources.

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