Project Management Report: Social CRM Project for High Service Inc.

This report provides a comprehensive overview of a Social CRM project for High Service Inc., focusing on key project management elements. It begins with an introduction to project management and its importance, followed by a detailed analysis of the project charter, including estimated time, key milestones, and a project schedule with Work Breakdown Structure (WBS), task durations, and resource allocation. The report also includes a Gantt chart and a network diagram for visual representation of the project timeline and dependencies. Critical path analysis identifies the longest path for project completion. The report then delves into stakeholder management, providing a stakeholder register with details on each stakeholder's role and expectations, and outlines a stakeholder management strategy. Risk management is addressed through a risk register, identifying potential risks, their impact, and mitigation strategies. Finally, the report concludes with a summary of the project's key findings and recommendations.

Information System Project
Management

TABLE OF CONTENTS
introduction................................................................................................................................1
1. Project Charter....................................................................................................................1
2. Stakeholder Register.........................................................................................................10
3. Stakeholder Management strategy...................................................................................11
4. Scope Statement...............................................................................................................13
Conclusion................................................................................................................................14
references.................................................................................................................................15

TABLE OF FIGURES
Figure 1: Gantt chart for Social CRM project............................................................................4
Figure 2: Network Diagram for Social CRM project.................................................................5
Figure 3: Stakeholder management strategy in project management......................................12
LIST OF TABLES
Table 1: Project Schedule for Social CRM project....................................................................1
Table 2: Critical Path analysis....................................................................................................5
Table 3: risk Register for managing different types of the risk in Social CRM project............8
Table 4: Stakeholder Register..................................................................................................10

INTRODUCTION
Project management is important because it plays important role in developing project
plan for attaining all strategies goals of the company. Some companies focus on project
management aspects for resolving specific issues. The current research study is based on
Social CRM project of High Service Inc (Schwalbe, 2015). This organization is facing issues
related to customer relationship management and it can influence the productivity and
performance of the firm in negative manner. The present study will focus on project charter,
stakeholder register, stakeholder management strategy and scope statement of the project. For
accomplishment of this project in successful manner this report will apply different
techniques also and these are PERT, critical path analysis, Gantt chart, Network Diagram,
etc. These techniques play important role in estimating the total time and cost required for
this project.
1. Project Charter
 Project: the current study is based on Social CRM project of Social CRM project of
High Service Inc.
 Estimated time: 6 months.
 Start and End Date: 1st October 2017 and 30th March 2018
 Key Milestones of the project:
o Initiation
o Planning
o Implementation of CRM
o Monitoring and evaluation of Social CRM project
o Execution
 Project Schedule:
Project planning is one of the important task which plays important role in developing
different activities of the project schedule that help in completing the project. The current
Social CRM project also includes number of Milestones and these include initiation,
planning, implementation, monitoring and evaluation and execution (Kerzner, 2013).
Accomplishment of these Milestones will lead success of this project.
Table 1: Project Schedule for Social CRM project
WB
S Task Name Duratio
n Start Finis
h
Predecessor
s
Resource
Names Cost
1 Social CRM 124 Tue Fri $122,800.0

project days
10-
10-
17
30-
03-18 0
1.1 o Initiation 14 days
Tue
10-
10-
17
Fri
27-
10-17
$2,080.00
1.1.1
Research
and
Development on
CRM system
5 days
Tue
10-
10-
17
Mon
16-
10-17
Sponsor,
Team
member
1
$1,000.00
1.1.2
Formulating
aim and
objectives
5 days
Tue
17-
10-
17
Mon
23-
10-17
3 Project
Manager $600.00
1.1.3 Analysing
all requirements 4 days
Tue
24-
10-
17
Fri
27-
10-17
3,4 Project
Manager $480.00
1.2 o Planning 16 days
Mo
n
30-
10-
17
Mon
20-
11-17
$5,600.00
1.2.1 Selection of
team 10 days
Mon
30-
10-
17
Fri
10-
11-17
4,5
Project
Manager,
Sponsor
$2,800.00
1.2.2 Communication
plan
5 days
Mon
30-
10-
17
Fri
03-
11-17
5 Project
Manager $600.00
1.2.3 Financial
planning 5 days
Mon
06-
11-
17
Fri
10-
11-17
5,8
Program
Sponsor,
Sponsor
$1,400.00
1.2.4
Human
resource
planning
4 days
Mon
13-
11-
17
Thu
16-
11-17
7,9 Project
Manager $480.00
1.2.5 Arrangement of
all resources and
CRM system
2 days
Fri
17-
11-
17
Mon
20-
11-17
10
Project
Manager,
Team
member
2
$320.00
1.3
o
Implementatio
n of CRM
62 days
Tue
21-
11-
17
Wed
14-
02-18
$102,360.0
0

1.3.1
Implementation
of CRM system
in the
organization
15 days
Tue
21-
11-
17
Mon
11-
12-17
11
Program
Sponsor,
Project
Manager,
CRM
system
[1],
Hardwar
e [1],
Software
[1]
$43,600.00
1.3.2 Regular
updates 10 days
Tue
12-
12-
17
Mon
25-
12-17
11,13
Team
member
2, Team
member
3
$800.00
1.3.3 Data base
management 10 days
Tue
26-
12-
17
Mon
08-
01-18
14
Project
Manager,
Team
member
2,
Hardwar
e [1],
Software
[1]
$21,600.00
1.3.4
Integration
with the existing
system of the
organization
10 days
Tue
09-
01-
18
Mon
22-
01-18
15
Program
Sponsor,
Project
Manager,
Hardwar
e [1],
Software
[1]
$22,400.00
1.3.5
Integration
of Social CRM
with existing
architecture
12 days
Tue
23-
01-
18
Wed
07-
02-18
16
Project
Manager,
Sponsor,
Software
[1]
$13,360.00
1.3.6
training and
development of
all employs at
work place
5 days
Thu
08-
02-
18
Wed
14-
02-18
15,17 Project
Manager $600.00
1.4
o Monitoring
and evaluation
of Social CRM
project
22 days
Thu
15-
02-
18
Fri
16-
03-18
$11,760.00
1.4.1 Monitoring
and control over
the Social CRM
project activities
10 days Thu
15-
02-
18
Wed
28-
02-18
18 Team
member
1, Team
member
$10,800.00

2,
Software
[1]
1.4.2
Implement
changes if
required
12 days
Thu
01-
03-
18
Fri
16-
03-18
20
Team
member
1, Team
member
3
$960.00
1.5 o Execution 10 days
Mo
n
19-
03-
18
Fri
30-
03-18
$1,000.00
1.5.1 Documentation
and reporting
5 days
Mon
19-
03-
18
Fri
23-
03-18
21
Team
member
2
$200.00
1.5.2 Project
closing 5 days
Mon
26-
03-
18
Fri
30-
03-18
23
Project
Manager,
Team
member
3
$800.00
Gantt Chart:
It is one of the important technique of the project management which plays an
important role in evaluating the project progress on regular basis. Along with this, it is also
Beneficial for tracking the project performance in effective manner. It shows the start and end
date of the Social CRM project of the company (Leach, 2014). Gantt chart for Social CRM
project is as follows:
Figure 1: Gantt chart for Social CRM project

Network Diagram:
Project Evaluation and Review Technique (PERT) is used by organizations for
estimating the total time for completing the project in effective manner. Along with this, it
also shows the relationship of different activities of social CRM project plan with other tasks
or activities (Verzuh, 2015). So, following network diagram represents the whole schedule of
Social CMR project of High Service Inc.
Figure 2: Network Diagram for Social CRM project
Critical Path Analysis:
It can be defined as a longest path with minimum duration which will be required for
completing the project. As per the Critical path calculation Social CRM project will be
accomplished in 124 days. It is the minimum required time for completing this project
(Heldman, 2015).
Table 2: Critical Path analysis
Critical path Critical
3-4-5-7-8-9-10-11-13-14-15-16-17-18-20-21-
23-24
124 days (5 moths 20 days)
Resources Required:
Every project is required some specific resources and for completing project in
effective manner project manager will need to allocate all resources in optimum manner. For
completing this project High service Inc organization will require different sources such as
human resources, technical resources and financial resources (Crawford, 2014). Roles and
responsibilities of different human resources:
Human resources Roles and Responsibilities

Sponsor Sponsor plays important role in:
 Deciding the final Budget of Social
CRM project of High Service Inc.
($300000)
 Formulating Aim and Objectives of
the project (Martinelli and Milosevic,
2016).
 Deciding project deliverables
 Hiring project manager and remaining
team members
Program Sponsor  Program Sponsor plays an important
role in determine the system
requirements
 Major responsibility of program
sponsor is making arrangements of all
resources.
 Monitoring and evaluating the whole
program (Portny, 2017).
Project Manager Project cannot be successfully completed
without a skilled and experienced project
manager. So, manager of this project will
play the following roles and responsibilities:
 Formulating aim and objectives of the
project
 Estimating time. Cost, budget and
resources for Social CRM project.
 Development of the financial, social
and operational plan (Turner, 2016).
 Project manager has a responsibility
to manage the associated risk of the
Social CMR project.
 Developing communication and
strong relationships with different

team member is also one of the major
responsibility of project manager.
 Monitoring and evaluating the project
performance of social CRM project in
effective manner (Kerzner, 2017).
Team Member (Program manager)  Developing of the Social CRM
system
 Coding and Debugging
 Integration of social CRM with
Existing CRM system of the High
Service Inc (Burke, 2013).
Team Member (Marketing manager)  Developing marketing strategies
 Advertisement ad promotion of Social
CRM project of (Teller, Kock and
Gemünden, 2014)
Team Member (Programmer)  Handling the new system process of
social CRM project (Rose, 2013).
Budget:
Appropriate management of the finance is one of the major task for project manager.
So, manager need to use appropriate methods for managing budget. As per the above project
schedule Social CRM project will require $122,800 amount of money for completing this
project. It is one of the big investment so, company need to make appropriate arrangement of
financial resources for raising the financial capital of the firm (Flyvbjerg, 2014).
Project Management Strategies:
For implementation of Social CRM project manager will follow some specific project
management strategies and these are discussed as under:
 As per the project requirements project manager should hire some staff members who
can work all day and can provide best outcomes.
 Appropriate allocation of roles and responsibilities as per the skills and experience of
employees (Ojiako and et al, 2015).
 Proper and cost time management plan that will help in optimum utilization of
resources.

 Monitoring the project progress by arranging the meetings with team members on
regular basis
Quality:
It is a success factor for every project so, project manager needs to provide high
quality outcomes. Effective use of resources and reduction in wastage are major strategies for
improving the quality of outcomes of Social CRM project. Along with this, project manager
needs to focus on implementation of Agile Methodology for successful completion and
maintaining quality of CRM project (Korhonen, Laine and Martinsuo, 2014).
Risk Management Register:
Table 3: risk Register for managing different types of the risk in Social CRM project
Risk Management Register
Risk Identification Qualitative Risk Assessment
#
Ris
k
Cat
ego
ry
Risk
Even
t
Cause Effec
t
Thre
at or
Oppo
rtunit
y
Prob
abilit
y
Im
pac
t
Risk Matrix
Res
pons
e
Acti
ons
1 Ext
erna
l
Lack
of the
Finan
ce
Social
CRM
project
requir
es
huge
amoun
t of
invest
ment
so,
project
may
suffer
from
the
lack of
funds
issue
becaus
e of no
arrang
ement
of
funds
Proje
ct
close
or
delay
Threa
t
High Ver
y
Hig
h Prob
abilit
y
V
H
Ther
e are
diffe
rent
sour
ces
of
fund
s,
such
as
Reta
ined
earni
ngs,
shar
es,
inve
stors
and
bank
loan
s.
So,
proje
ct
H X
M
L
V
L
V
L L M H V
H
Impact

man
ager
can
arran
ge
fund
2 Des
ign
Probl
em in
devel
opme
nt of
aim
and
objec
tives
Low
skilled
project
manag
er can
Crete
this
type of
situati
on and
affect
the
whole
project
in
negati
ve
manne
r
It
may
have
negat
ive
impa
ct on
proje
ct
sche
dule,
deliv
erabl
e and
outco
mes
(Flyv
bjerg
,
2014
)
Threa
t
Medi
um
Me
diu
m
Prob
abilit
y
V
H
Proj
ect
man
ager
can
form
ulate
aim
and
obje
ctive
s
after
cond
uctin
g
SW
OT
anal
ysis
of
the
High
Serv
ice
Inc
H
M X
L
V
L
V
L L M H V
H
Impact
3 Inte
rnal
Lack
of
qualit
y
Inappr
opriate
allocat
ion of
roles
and
respon
sibiliti
es in
team
memb
ers
Nega
tive
impa
ct on
proje
ct
deliv
erabl
es
and
outco
me
Oppo
rtuniti
es
Low Hig
h
Prob
abilit
y
V
H
Reg
ular
moni
torin
g
and
contr
ollin
g
can
impr
ove
H X
M
L
V
L
V
L L M H V
H
Impact