Project: Implementing CRM Model for XYZ Ltd - Assessment 1

This project outlines the implementation of a Customer Relationship Management (CRM) model at XYZ Ltd, a retail enterprise. The project aims to address operational limitations of the current manual approach by adopting a CRM model to improve customer communication and relationships. The project includes identifying work objectives, assigning roles and responsibilities, prioritizing tasks, and establishing a time schedule. The project manager will oversee the implementation, including training employees, managing resources, and monitoring progress. The project plan details the tasks, durations, start and finish times, and predecessors. It also considers potential issues and provides a contingency plan. The overall goal is to enhance customer relations, improve business performance, and streamline operations through the effective use of a CRM system. The project includes identifying objectives such as establishing customer relationships and assessing the effectiveness of CRM software. The document also includes roles and responsibilities, a time schedule, and a monitoring process.

Assessment 1 – Presentation of
a Work Schedule

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
1. Selection of upcoming task or project at a work place.......................................................1
2. Confirming the suitability of choosing CRM model..........................................................1
3. Identification of work objectives to complete work plan...................................................1
4. Assigning roles and responsibilities...................................................................................3
5. Prioritising the job..............................................................................................................4
6. Time scheduling.................................................................................................................6
7. Schedule used for work plan..............................................................................................7
8. Following of work plan and schedule................................................................................7
9. Monitoring the work progress............................................................................................7
10. Brief report outlining........................................................................................................8
11. Document submission......................................................................................................8

INTRODUCTION
1. Selection of upcoming task or project at a workplace
XYZ Ltd is a retail enterprise that is looking for a proper selection and adoption of
implementing Customer Relationship Management (CRM) model. At present, the firm operates
on a manual approach that possesses many operational restrictions. The lack of proper
communication and relationship with customers have affected the firm. Thus, to overcome these
problems, management of firm has decided to adopt a proper CRM model that will help the firm
to improve its performance and thus, will lead to improve performance of organisation. The
project manager will draft proper plan and undertake effective measures in order to carry out this
implementation process in an effective way and within decided time period.
2. Confirming the suitability of choosing CRM model.
As per analysis by operational team, it can be said that the implementation of a proper
CRM model will be beneficial for firm. It supports the organisation to carry out communication
with their customers. It is a beneficial measure to have a good idea about their needs and
requirements and thus, leads the organisation to develop products and services accordingly.
Besides this, it will be a cost effective method as it will help firm to decide the manufacturing of
goods as per requirements of their clients and reduce wastage of raw material. Also, system
assists the firm to improve its market sustainability.
3. Identification of work objectives to complete work plan.
Project title Implementation of Customer relationship management
model in an organisation
Project aim To adopt and apply Customer relationship management
model at XYZ Ltd.
Goal 1
Objective 1.1 To identify the establishment of customer relationship within
organisation
Action Action 1.1.1 To measure the existing condition of customer
relationship within company
Action 1.1.2 Comparing the level of customer relationship in
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regard to rival firms of enterprise.
Timeframe 20 days
Human
resources
Project Manager
Technical executive
HR manager
PR manager
Investigators
Physical
resources
Systems or PC's
Internet
Data analysis software
Financial
resources
Funds to conduct analysis
Money to carry out data assessment
Funds to purchase new system and software
Performance
Indicators
Action 1.1.1 Improvement in knowledge about importance of
customer relationship
Action 1.1.2 Identification and improvement in status of
relations of company with its customers
Action 1.1.3 Taking suitable measures to improve customer’s
interaction with organisation
Objective 1.2 To identify the effectiveness of CRM software in customer
retention
Action Action 1.2.1 Performing of effective research, getting proper
feedback and interacting with experts to improve
performance
A. Contingency plan to deal with these barriers
Prior to implementation of an effective CRM model, the project manager will face certain
problems and obstacles which are required to be removed. In order to facilitate a healthy
customer relationship, he has to see through the effective following of proper measures and
actions that will help in improving customer relationship. It has been found that the workforce of
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organisation is not well trained to handle customers’ needs and demands which has impacted
customer’s relations to a high extent. Also, XYZ Ltd require a good amount of fund to carry out
its operations. The contingency plan is as follows:
Contingency plan
Issues Mitigating strategy
Unable to manage communication and
relationship with customers.
Providing proper training to employees for
handling customers.
Inefficient financial resources Identifying effective sources of funding and
proper utilization of resources.
B. Monitoring activities
It will be a duty of project manager and other executives associated with the project who
will look after the identification of proper issues and make proper alteration in implementation
plan. This will help in fulfilment of all the objectives. Various monitoring activities are taken in
consideration like testing of feasibility, assessment of technical needs and requirements of
specific supportive tools to effectively carry out business activities.
4. Assigning roles and responsibilities
Title Name Role Responsibilities
Project
manager
Leonard
Cooper
To look after the
project and proper
implementation of
CRM model and
fulfilling the
project in
stipulated time
frame.
He will be responsible for
selection and implementation of
projects in a proper way.
Besides this, they will monitor
the functioning of other
members in implementation of
project.
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Title Name Role Responsibilities
Technical
executive
Johnny Tedd Identify and
install the latest
tools and software
and hardware that
will help in proper
implementation of
CRM model
within firm.
They have the duty to keep a
check on existing hardware and
software and apply new tools
and application related to CRM
model.
HR
manager
Tony Evans To recruit proper
workforce related
to the project
implementation.
They will look after the proper
management of training process
related to handling of customers
and usage of CRM model in an
effective way.
PR manager
Albert
Robinson
They will look
after the proper
management of
public relations
for company.
They are responsible for
maintaining interaction with
their customers, stakeholders,
etc. in order to carry out
business operations
effectively.
5. Prioritising the job
Team members: Albert, Tony, Johnny, Leonard
Time Monda
y
Tuesday Wed Thursda
y
Friday Saturda
y
Sunday
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Selecting the
team members
(6 hours)
Briefing the
team mates
about work and
providing them
with proper
training (6
hours)
Providing roles
and
responsibilities
(1 hours)
Carrying out
the assessment
process (8
hours)
Monitoring the
CRM
implementation
process and
activities (7
hours)
Taking
feedback from
experts and
others
(3 hours)
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Final
implementation
of customer
relationship
management
model within
the firm (5
hours)
6. Time scheduling
N
o.
Task name Duration Start Finish Predecessors
Project initiation
1 Selecting the team members 6 Hours 9:00 AM 2:00 PM NA
2 Defining scope and identify
stakeholders
6 Hours 9:00 AM 2: 00 PM 1
3 Providing training to the team
members
6 Hours 10: 00
AM
3:00 PM 2
4 Execution
5 Resource allocation 1 Hour 9: 00 AM 10:00 AM 3,4
6 Installing of proper hardware's
and software
8 Hours 10:00 AM 5: 00 PM 4,5
7 Monitoring and controlling 10 Hours
8 Monitoring the implementation
process
7 Hours 10:00 AM 4: 00 PM 6
9 Taking feedback and making
changes
3 Hours 9: 00 AM 12:00 PM 8
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Completion of project
7. Schedule used for work plan
A. Activities: The project manager will look after proper handling of business operations and
activities that will help in improving functionality of firm. In the initial hours, team is formed,
plan is decided and team members are selected as well as trained. In the later hours, resources,
roles and responsibilities are distributed and the CRM project implementation is carried out
effectively.
B. Desired outcomes and their contribution to goals achievement: The effective carrying out
of these roles and responsibilities will help firm to get positive outputs from CRM
implementation project. It helps in improving the business unit and to perform effectively. Other
than this, it will help in the fulfilment of various business operations in a set time frame.
C. Important additional information: Various and effective additional information is
identified and developed within the business organisation. The firm will see through effective
benefits of CRM model which will be implemented within cited business firm.
8. Following of work plan and schedule
Proper following of the work plan will help organisation to gain desired output related to
maintenance of CRM model within firm. It allows the operations of organisation to be executed
effectively and thus, will support the proper formation of strategies and operations. It will help in
improving the work performance of organisation and thus, supports effective implementation of
CRM model within firm.
9. Monitoring the work progress
The implementation of effective CRM model will help firm to improve its business
performance. It also supports in relationship with customers and thus will help in proper
management of business activities and operations. The requirements of proper adjustments and
effective handling of business operations and activities will be looked after by project manager.
Other than this, he will see through proper planning and implementation of measures to enhance
the performance of work force within firm.
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10. Brief report outlining
a. Project undertaken: The effective implementation of customer relationship management
model is taken in consideration at XYZ Ltd. This is carried out to improve company’s relations
with its customers. At present, the firm is using traditional methods to carry out operations.
However, the use of these measures will support in improving quality of products and services
within business organisation.
b. Incorporating the objectives and priorities: Proper incorporation of measures will help the
firm to meet targeted goals in an effective way. It also supports proper working of objectives and
measures to improve the performance.
c. Using interpersonal skills: The project manager and other team members will use their inter-
personal skills to carry out the implementation of CRM model in an effective way.
d. Identification of obstacles: Proper identification of limitation and their mitigation will help in
effective implementation of CRM model within XYZ Ltd.
e. Methods to monitor progress: Project managers will carry out various monitoring process
like assessment of software, testing feasibility, etc. in regular intervals to implement CRM model
effectively.
f. Adjustments made: Proper adjustments are been made in order to improve project's
feasibility and thus, its implementation in an effective way.
g. Successful implementation of project: Effective execution of different work operations will
lead to rise in successful implementation of CRM model within firm.
11. Document submission
At last, the project manager will look after proper documentation of CRM model within
XYZ Ltd. It will help in proper development of good relations with clients and improve their
performance.
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