Project Management Report: Customer Relationship Management Project

This report examines project management principles within the context of a Customer Relationship Management (CRM) database project for Seabrook Warehousing Ltd. It covers key aspects such as project initiation, characteristics, and the role of a project manager. The report delves into the application of various project management frameworks and methodologies like Agile and Lean, team composition, and project management planning. Furthermore, it assesses measures to control and monitor project risks, quality, change, and configuration. Finally, the report evaluates project success and failure, highlighting key learning points from project delivery. The analysis emphasizes the importance of CRM in enhancing customer service and organizational performance, with a focus on efficient resource allocation and risk mitigation strategies. The report provides insights into the practical application of project management concepts in a real-world business environment. The report also discusses the project's temporary and unique characteristics. The project management plan includes the project scope, deliverables, schedule, and resources. The report also includes the appraise measure to control and monitor project risk, quality, change and configuration.

project management

Table of Contents
INTRODUCTION...........................................................................................................................3
Project Initiation Document for Customer relationship management database..........................3
Project, characteristics and the role of a manager.......................................................................3
The application of frameworks and methodologies used in project environment......................4
The composition and management of teams in the organisation................................................5
Project management plan............................................................................................................6
Appraise measure to control and monitor project risk, quality,change and configuration.........7
Evaluate project success and failure and disseminate the key learning points from the delivery
of the project...............................................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Project management is the process which is using different methods to increase the
performance and they are having the plans that will be achieved by the employees. The people
who are working in the project have the specific needs and they will help them in increasing the
performance (Todorović and et.al., 2015). It is the plan to organise different needs that are
specific to the skills of the employees. The organisation is having the primary methods that will
help in reducing the costs. The organisation chosen for the report is Seabrook Warehousing Ltd.
which is having a Customer relationship management database. They are providing better
services which are of high quality to the customers by warehousing, distribution and other
services that are related to the CRM. It is one of the largest organisation serving beer, wine and
other drinks to the customers. The report includes project, characteristics and the role of the
project manager, theories and methods used by the organisation, project management plan,
controlling of project risks and project initiation document.
Project Initiation Document for Customer relationship management database
The project management is helping the organisation in having customer relationship
management by increasing the performance. The organisations are having many factors that will
help them in giving good products. The employees are having skills that will help them in
increasing the performance. It includes the project objectives, characteristics, team of employees
and project management plan.
Project, characteristics and the role of a manager
The project is the steps that will help the organisation in increasing the performance in
the specific time. The organisation is having many factors that will help the employees in
increasing the skills (Qureshi and Kang, 2015). The project is something that is defined and they
are having objectives, scope and resources. It is helping the organisation in analysing the
problems and giving solutions to increase the quality of the products. The project is the having
different factors that will help the organisation in solving the problems of the employees. The
project management is the process used by the organisation that is having different factors to
increase the performance. Seabrook Warehousing Ltd. is the organisation who is having the
project for customer relationship management database and they are focusing on the needs of the
customers. The organisation is having customers who are willing to have the products because

the employees are helping them in increasing performance (Alnatheer, 2015). They are focusing
on the factors that will help them in giving good products.
The characteristics of the project
 Temporary- The project of the organisation is having a start and complete date which is
making it finite and it is helping the organisation in improving performance. The
organisation is having different methods that will help them in analysing the performance
of the employees.
 Unique- The project is unique where they are having the factors that will help the
employees of the organisation. The employees will have the skills that will help them
analysing the needs of the organisation.
Customers relationship database, characteristic and role of a manager
Seabrook warehousing Ltd is the organisation which us having flexible and reliable
employees who are focusing on the needs of the customers. They are having services that are for
the customers and they will help them in increasing the performance. It is having scalable and
good process that is helping the organisation to monitor the performance of the employees. The
organisation is having the storage and distribution of the products and they are helping them in
analysing the customers. The customers are having quality good that will solve the problem of
the organisation. The Customers relationship management is helping the organisation in
analysing the performance (Dupont and Eskerod, 2016). The employees in the organisation will
focus on the needs of the team and they will help them in giving good products. The project
managers is communicating with the employees that is important for increasing the performance.
The employees should increase the performance ans helps the organisation in making according
to the needs of the customers.
The application of frameworks and methodologies used in project environment
The project management is the process of solving the problems of the customers through
different methods. The methodologies used by the organisation are different and they are having
uses that will help them in increasing the performance. The methods used in the organisation are
 Agile
 Scrum
 Kanban
 Lean

 Scrumban
 Waterfall
 XP
 Princz
A agile is the method of project management in which the organisation is making the
products according to the needs of the customers and they are having shorter cycles that will
increase the performance. It is the process in which the project is divided in stages and the team
is given the work to increase the performance and it is analysed the work done by the employees.
The project of the organisation is analysed at every stage and they will help them in giving good
products. The Agile method is used by the organisation when it is important for the customers to
communicate with the employees. The Seabrook warehousing Ltd is having many customers and
they want good products. They are using agile method in the project management where the
work is divided in small project according to the skills of the employees. The organisation is
having employees that will help them in increasing the performance (Heckmann, Steger and
Dowling, 2016).
The lean project management is the process used by the organisation to reduce the cost.
They are helping them in analysing the performance of the organisation. The lean project
management is developed by Toyota in 1950 to increase the performance. It is the process in
which the organisation has to analyse the things needs and the methods used to reduce the costs.
The organisation has to analyse the needs of the customers and hey will help them in getting
good products. The employees are having skills that will help them in increasing the
performance. The Seabrook warehousing Ltd. Is the organisation which is focusing on the needs
of the customers They are having lean project management to increase the performance. The
organisation is having different methods that will help them in analysing the performance of the
employees.
The composition and management of teams in the organisation
The team is having employees who are having different skills to improve the
performance. The employees are making the plan that will help them in giving good products.
The organisation will help the employees in communicating to work together (Paul, 2019). The
employees who are working on the projects will help the organisation in increasing the
performance (Thomas, 2017). The customer relationship management database is the process

used by the organisation to analyse the performance and they will have to work according to the
customers. The employees who are working on the projects are having different skills that will
help hem in giving good products.
 Head of the department- The head of the department will have to give work to the
employees according to the skills. They will have the communication with the
customers and they will help them in increasing the performance. They will work with
the department of the organisation to give good products.
 Technical employees- The employees of the organisation will have to increase the
performance. They will focus on the needs of the customers by giving good products.
The Seabrook warehousing Ltd. Is helping the employees to increase the performance
according to the skills.
 Employees in the team- The organisation is having the employees who are working to
solve the problems of the customers. They are helping the organisation in increasing
the performance.
Project management plan
The project management plan is the process that help the organisation in increasing the
performance. It includes how the project is done and the methods used by the employees in the
organisation. They are having the factors that are important for the organisation and help them in
increasing performance (Parida and et.al., 2015). The employees of the organisation are working
to give the products according to the needs of the customers.
Project scope- The project of the organisation includes the factors that are helping them
in solving the issues of the customers. The Seabrook Warehousing Ltd. is the organisation who
are having customers who want good products. The project scope of the organisation is to
analyse the performance of the employees.
Project deliverables- The organisation is having employees who are working according to
the skills. The employees will divide the work according to the stages and they will have to
analyse the performance. The Seabrook Warehousing Ltd. is having projects which are based on
the deliverables of the organisation.
Project Schedule- The employees of the organisation are having the schedules that are
according to the work of the projects and they are analysed to increase the performance. The

organisation is focusing on the skills of the employees and they will have a plan to give good
products.
1st May- Planning of the project
3rd May- The activities to be done in the project
5th May- The work given to the employees and they will have to increase the performance
11th May- Analysis of the performance of the organisation according to the plan
15th May- Controlling the performance of the organisation
The project resources- The organisation is having resources that will help in increasing
the performance (Van Aken and Berends, 2018). The employees will have skills that will help
them in reducing the costs. The Seabrook Ltd. Is the organisation which is focusing on the needs
of the customers. They are having different methods that will help them in reducing the costs of
the organization.
Issues- The organisation is having issues and they will have to increase the performance.
The project will help the organisation in solving the issues of the employees. They will help
them in analysing the performance of the employees. The organisation should focus on giving
good products.
Communication- The organisation will have to communicate with the employees that is
important ad help them in increasing the performance (Selviaridis and Wynstra, 2015).
Appraise measure to control and monitor project risk, quality,change and configuration.
In project management proper monitoring and control is very important in order to
produce a desired outcome because project monitoring and control helps in analysing the
activities of the project which will help in eliminating any deviations from the assigned project.
There are various steps which in project controlling and monitoring which helps in managing
the risk, Quality change and configuration.
Take action to control the project: In the CRM project management necessary steps are
considered in order to achieve the desired goals These steps helps in evaluating the project
so that project cannot deviate from the planned baseline.
Measurement of performance: CRM is the software which in analysing the data of customer so
that organisation can plan its strategies accordingly by measuring the performance project
managers any observe the risk which is involving in the project so that it can avoided on
time.

Determining the variance so that changes can be done: In the project management of CRM this
step helps in determining the variance so that required changes can be done so that project
can be completed on time without any delay.
Determine the factors that cause changes: Changes in the project are unpredictable but if suitable
actions are taken on time it can be avoided easily. If the project managers is properly
analysing the requirement of the customer then chances of change can be reduce easily
because project will be developed accordingly.
Request change: If the activities of project is not going as per the required standard then change
in the assigned project can be requested so that planned target can be achieved properly.
Execute Integrated change control: Changes in the project should be implemented as per the
performance because high amount of change can affect the project functioning.
Reject or approve changes: In the process of project monitoring and controlling changes in the
project may be approved or reject as per the requirement. Changes are basically evaluated by
the change control board in CRM changes can be implemented as per the customer needs
and requirement so that best services can be provided to the customer.
Inform stakeholders of approved changes: After the approval of the change it must be informed
to the stakeholders so that stakeholder can plan their functioning accordingly without any
conflicts.
Manage configuration: management of configuration is very important for the progress of the
project configuration basically means proper arrangement of various module of parts which
are involved in the development of the project.
Create forecasts: It is basically prepared to estimate the time period of the project. It also helps
the analysing the performance of the project like the budget of the project, and date of the
project etc. so that project can be completed effectively on time.
Report on project performance: As project forecasting is already done report is sent to the
stakeholders so that they can judge the performance of the project (Ramzaev, Khaimovich
and Chumak, 2015).
Perform risk audits: In CRM project management there are various risk which can be involved
like like lack of customer's oriented culture, weakness in IT sectors etc. so to avoid this
anticipated risk factors can be documented so that future risk can be eliminated properly.

Evaluate project success and failure and disseminate the key learning points from the delivery of
the project.
CRM project will helps the organisation in their growth because with the helps of this
software company can easily analyse the need the requirement of the customer's. It also helps in
improving the progress of the business so that business can achieve its profit in the market. With
the help of CRM sales conversion process can be speed-up in the organisation. CRM helps the
organisations in resolving the queries of the customers the improving the quality of the goods
and services which they are providing. There are also some disadvantages of CRM which can
affect the performance of the business for example if employees of the organisation will depend
more on the CRM then their growth and services can be effected. In CRM data of the customer is
not safe it can be misused easily which can provide the bad impact on the company reputations.
CRM does not suit in every organisation if any organisation is using this software for their
goodwill then they have involve themselves in a risk. So there are both positive and negative
impact of the CRM in the organisation. To avoid the risk factor of CRM company has to plan
their long term strategies so that their goals in the organisation can be achieved successfully.
Company should check the data provided by the CRM properly so that data can be used properly
without any duplicacy. Organisation should not totally depend on CRM they should also analyse
the data of the customer by themselves so that loss in the organisation can be avoided. If
organisation will depend its performance on CRM then it may face loss in the future. CRM
software is developed to reduce the workload the employees and can enhance their performance
but they should also put their efforts in observing the needs and requirement of the customer's so
that goals can achieved affectively. CRM is basically help the organisation in building a healthy
relation with the customer as every organisation wants to achieve its profit by fulfilling the needs
and requirement of the customers because if the customers will not be satisfied by the services of
the company then it can affect the growth of the company in the market CRM helps the
organisation in maintaining a proper record of customers data which will help in enhancing the
performance of the company also helps in increasing the revenue of the company. With the helps
of CRM customer can easily contact with the company and provide their feedback which will
helps in resolving their issues it will helps the organisation in increasing their customer loyalty
and goodwill.

CONCLUSION
From the above report it is concluded that the employees have different skills that will
help then in improving the performance. The organisation is having many employees and they
are giving products according to the needs of the customers. They are focusing on the factors that
are helping the organisation in increasing the performance. The employees are helping the
organisation in analysing the needs of the customers. The organisation should focus on the
factors that are increasing the methods used by the employees. They are increasing the skills of
the organisation that is helping the employees in analysing the performance. The organisation
should focus on the factors that will help in giving good products. The employees are analysing
the performance of the organisation and helping them in increasing the skills.

REFERENCES
Books and Journals
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approach in project management. International journal of project management. 33(4).
pp.772-783.
Qureshi, S.M. and Kang, C., 2015. Analysing the organizational factors of project complexity
using structural equation modelling. International Journal of Project Management.
33(1). pp.165-176.
Alnatheer, M.A., 2015, April. Information security culture critical success factors. In 2015 12th
International Conference on Information Technology-New Generations (pp. 731-735).
IEEE.
Dupont, D.H. and Eskerod, P., 2016. Enhancing project benefit realization through integration of
line managers as project benefit managers. International Journal of Project
Management. 34(4). pp.779-788.
Heckmann, N., Steger, T. and Dowling, M., 2016. Organizational capacity for change, change
experience, and change project performance. Journal of Business Research. 69(2).
pp.777-784.
Paul, S., 2019. Managing development programs: the lessons of success. Routledge.
Thomas, G., 2017. How to do your research project: A guide for students. Sage.
Parida, A. and et.al., 2015. Performance measurement and management for maintenance: a
literature review. Journal of Quality in Maintenance Engineering.
Van Aken, J.E. and Berends, H., 2018. Problem solving in organizations. Cambridge university
press.
Selviaridis, K. and Wynstra, F., 2015. Performance-based contracting: a literature review and
future research directions. International Journal of Production Research. 53(12).
pp.3505-3540.
Ramzaev, V.M., Khaimovich, I.N. and Chumak, P.V., 2015. Models for forecasting the
competitive growth of enterprises due to energy modernization. Studies on Russian
Economic Development. 26(1). p.47.