ICT352 Project Management: A Case Study of TOSIG CRM Implementation

This case study examines the implementation of a CRM system at Tier One Suppliers Insurance Group (TOSIG) to address inefficiencies in their current data management processes. The project's goal was to upgrade the organization's information system by implementing a CRM system to enhance business opportunities and minimize time spent on data entry. Key project deliverables included system requirements analysis, platform selection, design outline, simulation testing, design completion, database migration, and black box testing. The project schedule, milestones, resource management, risk management, and communication management plan were detailed, with a focus on aligning project objectives with organizational goals. The case study uses a Gantt chart for time management and provides a cost breakdown structure to track project expenses, ensuring the project stays within budget. Effective risk mitigation strategies and a communication plan are also outlined to ensure project success. Desklib offers similar case studies and solved assignments for students.

Running head: PROJECT MANAGEMENT
Case Study- Tier One Suppliers Insurance Group (TOSIG)
Name of the Student
Name of the University
Author’s Note

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PROJECT MANAGEMENT
Table of Contents
1. Project Background................................................................................................................2
1.1 Project Background..........................................................................................................2
1.2 Project goal.......................................................................................................................2
1.3 Project objective...............................................................................................................2
1.4 Project Deliverable...........................................................................................................2
1.5 Strategic alignment of project..........................................................................................3
2. Project Schedule.....................................................................................................................3
2.1 Milestones........................................................................................................................3
2.2 Project requirements.........................................................................................................4
2.3 Limits and exclusions.......................................................................................................4
2.4 Work/ process breakdown schedule.................................................................................5
3. Time and cost management....................................................................................................7
3.1 Time management............................................................................................................7
3.2 Cost management.............................................................................................................8
4. Resource management.........................................................................................................11
5. Risk management.................................................................................................................12
6. Communication management plan.......................................................................................13
References................................................................................................................................15

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PROJECT MANAGEMENT
1. Project Background
1.1 Project Background
The paper mainly reflects on the implementation of CRM system within the
organization “TOSIG” that facilitates insurance to One tier suppliers. It is found that the
organization faces lot of issues and challenges due to the current process that the organization
follows as the agents needs to re-enter data within the organization system which is quite
time-consuming. In order to mitigate the issue, the organization implements CRM system
within the organization so that its information system is upgraded and the organization will
be able to get proper facility of insurance to the clients.
1.2 Project goal
The main goal of TOSIG is to implement customer relationship management system
to upgrade the information system of the organization. It is found that due to the
implementation of CRM system, the organization can get the chance of offering more
insurance to the clients.
1.3 Project objective
The project objectives are:
 To implement customer relationship management system within the organization
 To enhance the business opportunities for the organization
 To minimize the time that is generally spend in entering data
1.4 Project Deliverable
The project deliverables are listed below:
 Analysis of system requirements
 Selection of proper platform
 Designing outline

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 Testing of simulation
 Completion of design
 Designing approval
 Completion of design implication
 Migration of database'
 Conducting black box testing
1.5 Strategic alignment of project.
It is essential to align the objectives as well as goals of the organization with the
project to fulfill the demands as well as needs of the project. It is identified if the needs as
well as requirements of the organization is known then the project manager takes the
initiative of aligning the project with the objectives of the organization so that the developed
system will be beneficial for the organization for achieving its goals and objectives.
2. Project Schedule
2.1 Milestones
The project milestones are provided in the table below:
WBS Task Name Completion date
M1 Approval of project Tue 12-06-18
M2 Getting plan approval Mon 09-07-18
M3' Designing approval Thu 26-07-18
M4 Entire development of the system Tue 28-08-18
M5 Functional testing is conducted Mon 17-09-18
M6 Project Closure Thu 18-10-18

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2.2 Project requirements
The project requirements are as follows:
Hardware: The hardware requirements include:
 Computer
 Operating system-Windows 10
 RAM
 Hard-drive
Software: The software requirements include:
 Zoho
 Romexsoft
Human resources: The people who are associated with the project are listed below:
 Project manager
 Business analyst
 Programmer_1
 Programmer_2
 Database developer
 Graphical user interface developer
 Tester
 Administration officer
2.3 Limits and exclusions
The limits and exclusions of the project are listed below:
 The CRM system implementation must not extended after its final completion
date otherwise the project budget will increase

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 Involvement of all the project team members within the project otherwise project
would not get completed on the assumed time.
2.4 Work/ process breakdown schedule
The work/process breakdown schedule is provided below:
WBS Task Name
0 Implementation of CRM system for TOSIG
1 Initialization
1.1 Analysis of project requirements
1.2 Accumulation of resources
1.3 Documentation of project charter
1.4 Meeting for project initiation
M1 Approval of project
2 Planning
2.1 Scheduling of project activities
2.2 Division of project resources
2.3 Development of project schedule
2.4 Development of plan
2.5 Communication of project planning
2.6 Planning for risk management
M2 Getting plan approval
3 Designing phase
3.1 Analysis of system requirements
3.2 Selection of proper platform

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3.3 Designing outline
3.4 Testing of simulation
3.5 Completion of design
M3' Designing approval
4 Development of system
4.1 Completion of design implication
4.2 Migration of database'
4.3 Conducting black box testing
4.4 Development of system interface
4.5 Testing of prototype
4.6 Requirements of functions
4.7 Conducting beta testing
M4 Entire development of the system
5 System Deployment
5.1 Creating deployment plan
5.2 Modification within the system
5.3 Testing of compatibility
5.4 Deployment of system
M5 Functional testing is conducted
6 Documentation and training
6.1 Development of training manuals
6.2 Development of training program
6.3 Providing staff training
6.4 Developing final reports

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6.5 Documents sign off
6.6 System maintenance
M6 Project Closure
3. Time and cost management
3.1 Time management
The entire schedule of the project will be managed with the help of Gantt chart. It is
identified that Gantt chart are utilized to track as well as manage the time of the project so
that the entire project can be completed within the expected time.
Figure 1: Gantt chart
(Source: Created by Author)

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PROJECT MANAGEMENT
3.2 Cost management
The project cost can be effectively managed as per the budget that is assumed by the
project manager in the planning stage of the project. It is analyzed that the entire budget is
provided below with which the project manager can be able to track the cost of the project.
WBS Task Name Duration Resource Names Cost
0
Implementation of CRM
system for TOSIG
100 days $57,240.00
1 Initialization 8 days $4,600.00
1.1
Analysis of project
requirements
2 days Project manager $1,360.00
1.2
Accumulation of
resources
3 days Business analyst $1,200.00
1.3
Documentation of
project charter
2 days Project manager $1,360.00
1.4
Meeting for project
initiation
1 day Project manager $680.00
M1 Approval of project 0 days $0.00
2 Planning 19 days $12,960.00
2.1
Scheduling of project
activities
3 days Project manager $2,040.00
2.2
Division of project
resources
2 days Administration officer $480.00
2.3
Development of project
schedule
4 days Project manager $2,720.00

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2.4 Development of plan 5 days
Database developer,
Project manager
$5,400.00
2.5
Communication of
project planning
2 days Project manager $1,360.00
2.6
Planning for risk
management
3 days Tester $960.00
M2 Getting plan approval 0 days $0.00
3 Designing phase 13 days $7,440.00
3.1
Analysis of system
requirements
2 days Database developer $800.00
3.2
Selection of proper
platform
1 day Business analyst $400.00
3.3 Designing outline 3 days Project manager $2,040.00
3.4 Testing of simulation 2 days
Graphical user interface
developer
$800.00
3.5 Completion of design 5 days Project manager $3,400.00
M3' Designing approval 0 days $0.00
4 Development of system 23 days $9,440.00
4.1
Completion of design
implication
1 day Database developer $400.00
4.2 Migration of database' 3 days
Administration officer,
Database developer
$1,920.00
4.3
Conducting balck box
testing
2 days Tester $640.00

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4.4
Development of system
interface
5 days
Graphical user interface
developer
$2,000.00
4.5 Testing of prototype 2 days Tester $640.00
4.6
Requirements of
functions
8 days Business analyst $3,200.00
4.7 Conducting beta testing 2 days Tester $640.00
M4
Entire development of
the system
0 days $0.00
5 System Deployment 14 days $10,240.00
5.1
Creating deployment
plan
3 days
Graphical user interface
developer,
Programmer_1
$2,400.00
5.2
Modification within the
system
4 days
Database developer,
Graphical user interface
developer
$3,200.00
5.3 Testing of compatibility 2 days Tester $640.00
5.4 Deployment of system 5 days
Database developer,
Programmer_2
$4,000.00
M5
Functional testing is
conducted
0 days $0.00
6
Documentation and
training
23 days $12,560.00
6.1
Development of training
manuals
2 days Project manager $1,360.00

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6.2
Development of training
program
3 days Administration officer $720.00
6.3 Providing staff training 10 days Project manager $6,800.00
6.4 Developing final reports 3 days Project manager $2,040.00
6.5 Documents sign off 1 day Project manager $680.00
6.6 System maintenance 4 days Administration officer $960.00
M6 Project Closure 0 days Project manager $0.00
4. Resource management
The resource management for the entire project is reflected in the table that is
provided below:
Resource
Name Type Materia
l Label
Initial
s
Grou
p
Max.
Units Std. Rate Ovt.
Rate
Cost/
Use
Accrue
At
Base
Calenda
r
Project
manager
Wor
k P 100
%
$85.00/
hr
$0.00/
hr $0.00 Prorate
d
Standar
d
Business
analyst
Wor
k
100
%
$50.00/
hr
$0.00/
hr $0.00 Prorate
d
Standar
d
Programmer_
1
Wor
k
100
%
$50.00/
hr
$0.00/
hr $0.00 Prorate
d
Standar
d
Programmer_
2
Wor
k
100
%
$50.00/
hr
$0.00/
hr $0.00 Prorate
d
Standar
d
Database
developer
Wor
k
100
%
$50.00/
hr
$0.00/
hr $0.00 Prorate
d
Standar
d
Graphical user
interface
developer
Wor
k
100
%
$50.00/
hr
$0.00/
hr $0.00 Prorate
d
Standar
d
Tester Wor
k
100
%
$40.00/
hr
$0.00/
hr $0.00 Prorate
d
Standar
d
Administratio
n officer
Wor
k
100
%
$30.00/
hr
$0.00/
hr $0.00 Prorate
d
Standar
d