Assessment 1: CRM System Development Project - Cleaning Service

This project management assignment details the development of a CRM system for a cleaning service company in Australia. The document covers various aspects of project management, including project governance structure, organizational structure, delegation of authorities, approval processes, constraints, SMART objectives, mind maps, scope matrix, project charter, change document forms, work breakdown structure (WBS), estimation using WBS, project schedule, scope management plan, cost analysis, budget baseline, cost management plan, milestone chart, quality management plan, stakeholder analysis, continuous improvement registry, resource allocation matrix, communication plan, risk register, project management baseline, and project status updates. It also includes change requests and project closeout procedures. The assignment provides detailed plans, charts, and analyses to ensure the successful implementation of the CRM system, enhancing customer relationships and improving overall business performance. The project aims to increase sales, improve efficiency, and generate higher revenue for the cleaning service company.

Running head: PROJECT MANAGEMENT
Assessment 1 part 2: Development of CRM system for one of the home cleaning service
company in Australia
Name of the Student
Name of the University
Author’s Note

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PROJECT MANAGEMENT
Table of Contents
1. Project governance structure........................................................................................................2
1.1 Organizational structure.........................................................................................................2
1.2 Delegations and authorities of each team member................................................................2
2. Process for governing approvals for the project..........................................................................3
3. Project constraints........................................................................................................................3
4. SMART objectives......................................................................................................................3
5. Mind map.....................................................................................................................................4
6. Scope matrix................................................................................................................................5
7. Project charter..............................................................................................................................6
8. Change document form................................................................................................................7
9. WBS.............................................................................................................................................7
10. Estimation using WBS...............................................................................................................8
11. Project schedule.........................................................................................................................9
12. Scope management plan............................................................................................................9
13. Cost of the project....................................................................................................................10
14. Budget baseline........................................................................................................................11
15. Cost management plan.............................................................................................................11
16. Milestone chart........................................................................................................................12
17. Quality management plan........................................................................................................12
18. Stakeholder analysis................................................................................................................12
19. Continuous improvement registry...........................................................................................13
20. Resource allocation matrix......................................................................................................14
21. Communication plan................................................................................................................14
22. Risk register.............................................................................................................................15
23. Project management baseline..................................................................................................17
24. Ensuring approval of baseline plan..........................................................................................17
25. Project status............................................................................................................................18
26. Change request.........................................................................................................................19
27 Close out project.......................................................................................................................19
Bibliography..................................................................................................................................20

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1. Project governance structure
1.1 Organizational structure
Figure 1: Organizational structure
(Source: Created by Author)
1.2 Delegations and authorities of each team member
The delegations as well as authorities of each team members who are involved within the
CRM system development for the cleaning service companies are reflected in the below table:
Roles Influence Power
Project manager High High
Project planner High High
HR manger Low Low
Financial manager Low Low
Application manager High Low

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IT manager High High
Coder High Low
Database administrator High Low
Tester Low High
2. Process for governing approvals for the project
It is found the project which is mainly undertaken should be approved as with the
development of the CRM system within the cleaning services company, proper relationship with
the customers can be created. In addition to this, the CRM system will be helpful in improving
efficiency in serving clients and thus more customers will get attracted to the service which
further helps in generating high yearly revenue from the organization.
3. Project constraints
 The CRM system must be developed within 3-month timeframe otherwise the project
will face schedule slippage and delay which can further enhance the required budget of
the project.
 If proper skilled team members are unavailable then it is quite difficult to develop the
entire system successfully.
4. SMART objectives
The SMART objectives for the CRM system development for the cleaning services
company are illustrated below:
Specific: The goal is to develop a CRM system for the cleaning service company for
increasing sales with the help of better timing due to a number of anticipated needs that are
associated with historic requirements.

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Measurable: The CRM system that is developed is able to determine proper
understanding about the requirements of the customers then it can be ensured that the system
goals of the organization are accomplished.
Achievable: The goals of the project will be accomplished by engaging experienced and
skilled team members within the entire project.
Relevant: It is found that the CRM system that is mainly developed is quite relevant for
the cleaning service company as with the help of new system, more sales of the services are
achieved that further improves the yearly revenue.
Time-bound: It is found that the activities of the CRM system for the cleaning service
company will get accomplished within time period of 3 months.
5. Mind map
Figure 2: Mind map
(Source: Created by Author)

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6. Scope matrix
The scope matrix is defined as one of the filtering tools that is mainly utilized for
elaborating the scope of the project. The scope matrix is provided below:
Figure 3: Scope matrix
(Source: Created by Author)

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7. Project charter
Project charter
Project name: Development of a CRM system for a cleaning service company.
Project manager: <Please fill>
Business case: The paper mainly focuses on a cleaning service company that does not have
CRM system and as a result the company is unable to know the requirements of the customers
and thus unable to provide proper service. In the competitive market, it becomes difficult for
the business owner to exist in the market and therefore the company wants to develop a CRM
system within the organization. With the utilization of CRM system, the company can be able
to proper relationship with the clients which further helps in increasing the revenue of the
organization.
Objectives: The main objectives are listed below:
 To design and develop a CRM system within the cleaning service company
 To build proper relationship with the customers
 To enhance the revenue as well as the profitability of the entire organization.
Involved team members: The team members who are engaged are listed below:
 Project manager
 Project planner
 HR manger
 Financial manager
 Application manager
 IT manager
 Coder
 Database administrator
 Tester
Risks: The risks which can occur during the development of the CRM system are listed below:
 Schedule slippage

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 Improper design of the prototype
 Lack of requirements
 Improper testing
 Budget shortfall
8. Change document form
It is found that all the change requirements including change request form, change log as
well as change management policy are ready for accepting the various types of changes within
the entire document.
9. WBS
Development of CRM
system for cleanining
service company
Project initiation phase
Analyzing the
requirements of the
project
Resource gathering
Charter
development
Arrnaging meeting
for discussing
project goals
Getting approval for
the project
Project planning phase
Project activities
schedulling
Ressource division
Schedule
development
Project plan
development
Planning of
communication plan
Risk management
plan
Getting approval on
the project
Designining phase
Anazing different
needs
Proper platform
selection
Outline design of
the project
Simulation testing
Design completion
Getting approval for
the project design
System development
Design implication
completion
Database migration
Black box testing
Function
requirement
Testing of prototype
Conducting beta
testing
Entire development of
the system
System Deployment
Deployment plan of
the project
Making modifications
within the system
Comptability testing
System deployment
Conducting
functional testing
Documentation and
training
Training manuals
Arranging training
program
Staff training
Final report
development
Documents sign off
System
maintainence
Project Closure
Figure 4: WBS
(Source: Created by Author)

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10. Estimation using WBS
The WBS that is provided below reflects the effort, duration as well as resources that are
utilized for developing the CRM system is reflected below:
Figure 5: Estimation using WBS
(Source: Created by Author)

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11. Project schedule
Figure 6: Project schedule
(Source: Created by Author)
12. Scope management plan
The ways with the help of which the project scope can be effectively managed in the
project are elaborated below:
 Understanding the objectives of the project properly is the most important criteria for
scope manage management.
 Developing the work breakdown structure as per the objectives and project goals will be
helpful in executing the project activities on time thus following the project scope.

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13. Cost of the project
The figure which is given below showcase that the entire work of CRM development will
get accomplished in $52,680.
Figure 7: Cost of the project
(Source: Created by Author)

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14. Budget baseline
August
2019
September
2019
October
2019
November
2019
December
2019
January
2020
$0.00
$10,000.00
$20,000.00
$30,000.00
$40,000.00
$50,000.00
$60,000.00
Cost Cumulative Cost
Figure 8: Budget baseline
(Source: Created by Author)
15. Cost management plan
The expenditure that is required for developing new system can be managed by utilizing
the steps that are illustrated below:
 In the project initiation phase, the required resources for CRM development must be
identified and defined including time, labour and material.
 The cost of the project must be estimated with the help of cost estimating methods for
performing different activities of the project
 The budget must be controlled by measuring the variances that are generally achieved
from the cost baseline so that minimum money is used for executing project activities.

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16. Milestone chart
Milestone Completion date
Getting approval for the project Thu 05-09-19
Getting approval on the project Tue 01-10-19
Getting approval for the project design Thu 17-10-19
Entire development of the system Thu 07-11-19
Conducting functional testing Wed 27-11-19
Project Closure Mon 30-12-19
17. Quality management plan
For managing the project quality which is undertaken, it is necessary to utilize steps
which are mainly elaborated below:
 The quality of the materials and different types of equipment’s which are utilized for the
CRM system development must be checked before using for successful management of
project quality
 It is necessary to follow the quality standards properly for avoiding quality related
challenges in the project.
18. Stakeholder analysis
Roles Influence Power
Project manager High High
Project planner High High
HR manger Low Low
Financial manager Low Low

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PROJECT MANAGEMENT
Application manager High Low
IT manager High High
Coder High Low
Database administrator High Low
Tester Low High
19. Continuous improvement registry
Register Date Representative Suggested
improvemen
t
Improvement
category
Cause of
issue
1 20-08-2019 Project
manager
Tracking of
project on
weekly basis
Management Improper
tracking of
project
2 25-08-2019 Project planner Arranging
meeting on
project
progress on
monthly basis
Management Lack of
focus on
project status
3 27-08-2019 IT manager Adding
online chart
support
option in the
system.
IT The
customers
cannot
contact the
company

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instantly.
20. Resource allocation matrix
Resource Name Type Max. Units Std. Rate
Project manager Work 100% $85.00/hr
Business analyst Work 100% $50.00/hr
Programmer_1 Work 100% $50.00/hr
Programmer_2 Work 100% $50.00/hr
Database developer Work 100% $50.00/hr
Graphical user interface developer Work 100% $50.00/hr
Tester Work 100% $40.00/hr
Administration officer Work 100% $30.00/hr
21. Communication plan
Communication
activity
Frequency Method Audience Owner
Project team
meeting
Daily Meeting Project team Project manager
Meeting for
managing
budget
Monthly Meeting Financial
manager
Project manager
Status report Weekly Meeting Project team Project manager

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Risk
management
report
Weekly Mail Risk analyst Project planner
22. Risk register
Risk Id Risk description Impact Probability
1 Schedule slippage:
Improper management
of project schedule can
generally create
slippage of the project
and further cause
delay.
High High
2 Budget shortfall: If
the budget that is
allocated for the
project is insufficient
for managing the
project then a number
of financial challenges
can occur.
High High

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3 Lack of resources: If
the resources which
are required for CRM
development are not
present then the
progress of the project
can be obstructed
Medium Medium
4 Inexperienced team
members: If the
project team members
are not experienced
then they face a lot of
issues in managing the
project work which
causes challenges in
accomplishing the
project objectives on
time.
High Medium

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23. Project management baseline
August 2019 September
2019
October 2019 November
2019
December
2019
January 2020
$0.00
$10,000.00
$20,000.00
$30,000.00
$40,000.00
$50,000.00
$60,000.00
Cost Cumulative Cost
Figure 9: Project management baseline
(Source: Created by Author)
24. Ensuring approval of baseline plan
It is found that the baseline plan of the project is approved by the higher authorities of
the organization before the CRM system is implemented.

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25. Project status
Figure 10: Project status
(Source: Created by Author)

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PROJECT MANAGEMENT
26. Change request
Project name: Development of CRM system for a cleaning service company.
Requested by: Project manager
Change description: Chat option for the customers so the customers can reach instantly.
Reason: The customer faces a lot of difficulties in reaching the cleaning service company and
therefore the presence of chat option will be helpful.
27 Close out project
Stakeholder Signature
Project manager <Please Fill>
Project planner <Please Fill>
Application manager <Please Fill>
IT manager <Please Fill>

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PROJECT MANAGEMENT
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