Project: Implementing CRM System at Tier One Suppliers Insurance Group

This project is a comprehensive case study on the implementation of a CRM system at Tier One Suppliers Insurance Group (TOSIG). It begins with a project overview, including the scope, which encompasses upgrading the information system, implementing the CRM system, and providing staff with laptops and tablets. The business case highlights the organization's need to improve efficiency and enhance sales by enabling agents to focus more on site work rather than data re-entry. The project includes a detailed milestone schedule with acceptance criteria, outlining phases from initiation to closure. It also identifies and analyzes potential risks, assumptions, and constraints, such as budget shortages, schedule slippage, and technical problems. A stakeholder list defines the roles and responsibilities of key personnel, including project planners, managers, financial managers, and technical analysts. The project aims to improve TOSIG's operational efficiency and support its growth objectives by streamlining data management and enhancing customer relationship capabilities.

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. Title........................................................................................................................................2
2. Scope overview......................................................................................................................2
3. Business case..........................................................................................................................2
4. Background............................................................................................................................3
5. Milestone schedule (with acceptance criteria).......................................................................3
5.1 Milestone Schedule..........................................................................................................3
5.2 Acceptance criteria of the project....................................................................................6
6. Risks, assumptions and constraints........................................................................................7
6.1 Project risks......................................................................................................................7
6.2 Project assumptions..........................................................................................................9
6.3 Project constraints..........................................................................................................10
7. Stakeholder list.....................................................................................................................10
Bibliography.............................................................................................................................13

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1. Title
The tile of the project is implementation of CRM system in Tier One Suppliers
Insurance Group.
2. Scope overview
The scope of the project includes:
In-scope: The project in-scope includes:
 Upgradation of the information system that is used by TOSIG
 Implementing Customer relationship management system
 Issuing laptop and tablets to the staff of the organization
 Integrating the phone and laptop with the TOSIG systems
Out scope: The project out scope includes:
 Information about the project supplier is not elaborated in detail
 Training facility is not given to the project team members for handling the system
3. Business case
The organization “TOSIG” mainly engages in providing insurance facility to various
Tier one suppliers in order to improve the stockyards, buildings, storage silos, fencing and
more. The organizational staffs visit the site for determining the property that is being insured
and then enters information within a form. After the site visit, they generally re-enter all the
information into the system of TOSIG for receiving report. However, the organization faces
lot of challenges and issues as they does not able to provide report on the field. In addition to
this, it is found that the agents spends most of their time in re-entering data and does not able
to focus much on the site work. As the organizations wants to enhance the sales of their

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PROJECT MANAGEMENT
insurance therefore they want that the agents must spend more time on the site selling
insurances. For this, TOSIG upgraded its information system by implementing CRM system.
In addition to this, laptops as well as phones are issued to various members of the
organization by integrating them with the system of TOSIG so that the information that are
entered by the agents on the field will be stored with the cloud.
4. Background
Tier One Supplier Insurance Group is one of the company that generally helps in
providing the facility of insurance for improving fencing, building, stockyards, storage silos
as well as machinery. It is found that TOSIG also provides insurance for the crops. The
organization is in the business for around 65 years and generally pride themselves on
traditional values in order to maintain long-term relationship with the clients of the
organization. They generally underwrite insurance of around 6.7 billion of risk and generally
have 150 agents all around in the fields for handling the offices of the organization. The main
strategy of the organization is to handle the present customers of the organization by
enhancing the number of insurances that is generally provided to the customers of the
organization. It is found that the organization “TOSIG” also wants to grow the business by
enhancing insurance sales within the medium as well as small enterprises of that area.
5. Milestone schedule (with acceptance criteria)
5.1 Milestone Schedule
WBS Task Name Duration Start Finish Predecessors
0 Implementation of CRM system 67 days
Mon 11-
06-18
Tue 11-
09-18
1 Project initiation phase 14 days Mon 11- Thu 28-

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PROJECT MANAGEMENT
06-18 06-18
1.1
Developing business case for
the project
4 days
Mon 11-
06-18
Thu 14-
06-18
1.2
Identifying the requirement of
CRM system
3 days
Fri 15-06-
18
Tue 19-
06-18
2
1.3 Feasibility analysis 2 days
Wed 20-
06-18
Thu 21-
06-18
3
1.4
Elaborating the activities of the
project
2 days
Fri 22-06-
18
Mon 25-
06-18
4
1.5
Developing charter for the
project
2 days
Tue 26-
06-18
Wed 27-
06-18
5
1.6
Hiring team members for the
project
1 day
Thu 28-
06-18
Thu 28-
06-18
6
1.7
Milestone 1: Completion of
project initiation phase
0 days
Thu 28-
06-18
Thu 28-
06-18
7
2 Planning phase of the project 15 days
Fri 29-
06-18
Thu 19-
07-18
2.1 Developing project plan 2 days
Fri 29-06-
18
Mon 02-
07-18
7
2.2
Developing project resource
plan
3 days
Tue 03-
07-18
Thu 05-
07-18
10
2.3
Developing financial plan for
the project
2 days
Fri 06-07-
18
Mon 09-
07-18
11
2.4 Developing quality plan for the 3 days Tue 10- Thu 12- 12

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PROJECT MANAGEMENT
project 07-18 07-18
2.5 Developing acceptance plan 2 days
Fri 13-07-
18
Mon 16-
07-18
13
2.6 Creating communication plan 3 days
Tue 17-
07-18
Thu 19-
07-18
14
2.7
Milestone 2: Completion of
planning phase
0 days
Mon 16-
07-18
Mon 16-
07-18
14
3 Execution phase of the project 32 days
Fri 20-
07-18
Mon 03-
09-18
3.1
Developing prototype for the
project
5 days
Fri 20-07-
18
Thu 26-
07-18
15
3.2
Creating configuration plan for
the project
4 days
Fri 27-07-
18
Wed 01-
08-18
18
3.3 Transferring data 3 days
Thu 02-
08-18
Mon 06-
08-18
19
3.4
Creating connection with the
database
4 days
Tue 07-
08-18
Fri 10-08-
18
20
3.5
Testing the response time of the
system
4 days
Mon 13-
08-18
Thu 16-
08-18
21
3.6 Query testing 5 days
Fri 17-08-
18
Thu 23-
08-18
22
3.7 User acceptance testing 3 days
Fri 24-08-
18
Tue 28-
08-18
23
3.8 Software testing 2 days Wed 29- Thu 30- 24

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PROJECT MANAGEMENT
08-18 08-18
3.9 Data ware house testing 1 day
Fri 31-08-
18
Fri 31-08-
18
25
3.10 Connection testing 1 day
Mon 03-
09-18
Mon 03-
09-18
26
3.11
Milestone 3:Completion of
execution phase
0 days
Mon 03-
09-18
Mon 03-
09-18
27
4 Closure phase 6 days
Tue 04-
09-18
Tue 11-
09-18
4.1 Reviewing post project 3 days
Tue 04-
09-18
Thu 06-
09-18
27
4.2 Signing off project 2 days
Fri 07-09-
18
Mon 10-
09-18
30
4.3 Go live 1 day
Tue 11-
09-18
Tue 11-
09-18
31
4.4
Milestone 4: Completion of
project closure phase
0 days
Tue 11-
09-18
Tue 11-
09-18
32
5.2 Acceptance criteria of the project
The acceptance criteria of the project are provided below:
 All the requirements of the project must be properly approved
 User acceptance testing must be properly completed
 Backup as well as restoring testing must be successfully finished

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PROJECT MANAGEMENT
6. Risks, assumptions and constraints
6.1 Project risks
Risk Description Impact Probabi
lity
Mitigation strategy
Budget
shortage
If the budget of the
project is not tracked
regularly then the
chances of budget
shortfall rises due to
inaccurate utilization of
resources.
Significant Very
Likely
In order to mitigate the
issue, it is very much
necessary to track the
budget of the project on a
regular basis in order to
avoid the problem of
budget shortfall within
the organization.
Schedule
slippage
If the project managers
does not track the
schedule of the project
properly then there is
high chance of schedule
slippage. It is identified
that due to schedule
slippage, the time that
is needed for
completion of the
project increases which
further enhances the
Significant Likely In order to resolve the
issues, the project
managers need to track
the schedule of the
project on a regular basis
for ensuring that the
project is on time so that
the entire project is
completed within the
expected time and
budget.

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PROJECT MANAGEMENT
budget of the project.
Inexperien
ced
project
managers
If the project managers
are not experienced
then they will face lot
of issues and challenges
in managing the project
and as result number of
obstruction occurs in
finishing the project
within the expected
schedule and time.
Moderate Possible It is the responsibility of
the human resource
manager of the
organization to hire
experienced project
manager within the
organization so that they
can be able to finish the
work of the project
within the expected time
and budget.
Technical
problem
If the data and
information that is
entered through laptop
or phone does not get
stored within the cloud
due to some technical
issues, which cause
data loss.
Significant Likely If the technical engineer
resolves the issues and
challenges related that
are associated with the
problem then the issue
can be properly resolved.
Technical
problem
If the data and
information that is
entered through laptop
or phone does not get
stored within the cloud
Significant Likely If the technical engineer
resolves the issues and
challenges related that
are associated with the
problem then the issue

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PROJECT MANAGEMENT
due to some technical
issues, which cause
data loss.
can be properly resolved.
Improper
quality of
hardware
If the hardware that is
utilized in
implementing the CRM
system are not, of good
quality then it can cause
lot of challenges during
the system
implementation and
thus the time that is
required for
implementing the CRM
system enhances.
Moderate Possible It is necessary to check
the quality of resources
before utilizing it for
finishing the project
within the expected
budget and time by
maintaining the quality of
the project.
6.2 Project assumptions
The assumptions that are made before initiating the project are listed below:
 The project “Implementation of CRM system “will be successfully implemented
within the timeframe of 67 days.
 The project can be finished properly within the budget that is assumed which is
around $10,000
 The project will be helpful in enhancing the sales of the insurance to the
customers of the organization.

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6.3 Project constraints
The constraints of the project include:
Time: The implementation of the project must be finished with 67 days otherwise, the
budget of the project increases which will exceed the budget of the project.
Budget: The project must be completed successfully within the budget that is around
$10,000 otherwise the budget of the project exceed which will create lot of financial
challenges.
Project scope: The project “implementation of CRM system” will follow the scope
while progressing with various project phases for finishing the implementation of the project
within the expected time and budget.
7. Stakeholder list
The stakeholders who are mainly involved within the project are mainly listed in the
table below:
Stakeholders Responsibilities
Project planner The project planners generally work with
the project manager in order to oversee the
progress of the project. They generally
ensure whether the entire project is finished
within the expected time and budget or not.
They are considered as multitaskers who
generally juggle schedules as well as
various types of ever-changing project
goals.

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PROJECT MANAGEMENT
Project manager The project managers are the person who
are mainly responsible for planning as well
as organizing both time as well as resources
of the project quite successfully. They
engages in organizing as well as motivating
the entire project team and controls the time
of the project effectively. In addition to this,
they also analyzes as well as manages the
risks that are mainly associated with the
project.
Financial manager The financial managers are the person who
are mainly responsible for reviewing
various types of financial reports that are
associated with the project. In addition to
this, they also involves in monitoring the
accounts as well as prepares the activity
reports of the project for forecasting the
budget of the project.
Technical analyst The technical analyst are the person who
generally engages in analyzing the technical
challenges as well as related with the project
for identifying ways that are helpful in
resolving those challenges as well as issues.
Human resource manager The human resource manager generally
involving the recruiting the team members