High Service Inc Social CRM Project Planning Document ISY2004

This project planning document outlines the implementation of a Social CRM project for High Service Inc. The project aims to enhance customer experience and leverage social media to improve brand image, increase revenue, and gain customer insights. The document includes a detailed Gantt chart illustrating project timelines, a critical path network diagram, and a milestone schedule. It also features a resource table, a cost estimate generated by MS Project, a RACI matrix outlining roles and responsibilities, and a risk register with a probability/impact matrix. The project assumptions, including a 5-day work week and no resource overload, are also clearly stated. The project is divided into phases including initiation, planning, execution, and closing, with a significant portion dedicated to post-completion support. The budget, calculated using MS Project, details costs associated with each task, including resource allocation and external consultant fees. The document concludes with a discussion of the project's potential benefits and a reference section.

ISY2004 Information Systems Project Management
NAME: Rana Hamza RIAZ
ID # 102543
AUSTRALIAN INSTITUTE OF HIGHER EDUCATION

High Service Inc - Project Planning Document
Table of Content
Introduction......................................................................................................................................3
Assumptions....................................................................................................................................3
Gantt chart.......................................................................................................................................4
Network Diagram (Critical path diagram).......................................................................................5
Identify at least eight milestones for this project using SMART criteria........................................7
Resources table................................................................................................................................8
Project budget, as calculated by MS Project...................................................................................9
RACI Table....................................................................................................................................12
Risk Register..................................................................................................................................14
Probability/ Impact Matrix............................................................................................................16
Conclusion.....................................................................................................................................16
Reference.......................................................................................................................................17
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High Service Inc - Project Planning Document
Introduction
Web-based social networking stages, for example, Twitter, Facebook, LinkedIn, Instagram, and
in addition, online journals frame extensive and broad systems of clients who self-compose
themselves into groups and gatherings. High Service Inc. is executing a Social CRM project, that
will include CRM program and will join online networking and be accessible for use by the
organization's staff spread all over the globe. The CRM is gone for enhancing the client
experience and use its characteristic advantages in improving the organization's image picture,
enhance organization’s income, get new clients and pick up bits of knowledge about the clients
through online networking action, increase client maintenance, fulfill and lower the benefit costs.
With all these benefits the project was conceptualized and now after developing the Project plan
in assignment one, we have now developed the planning documents on the basis of the given
conditions. Shall present & discuss all documents developed like the Gantt chart, the critical path
network system, milestone schedule, resource table, cost estimate developed using MS Project,
RACI matrix, risk identification and mitigation plan along with the risk matrix too.
Assumptions
Weekly only 5 working days, Saturday & Sunday are weekly off days
Working hour per day = 8 Hours
No other holidays are considered in the calendar of the schedule
None of the resources been allowed to get overloaded throughout the schedule, means all have
been leveled either by increasing the number of resources (for example the ‘Team Members’) or
by delaying the activity (for example ‘Project Manager’)
All the resources of ‘Team Members’ are having equal skill, salary, output & efficiency for the
purpose of considering the schedule
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High Service Inc - Project Planning Document
Gantt chart
It is a pictorial presentation of the activity durations in the bar chart format to show the
relationship between the list of activities and the time of the project1.
1 Gantt. "What is a Gantt Chart?" http://www.gantt.com/. 2017
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High Service Inc - Project Planning Document
Network Diagram (Critical path diagram)
The network diagram which has zero slack in the activities of the path is called the critical path2.
The series of these activities in the network format is presented below.
Figure: Network Diagram (Page 1)
Figure: Network Diagram (Page 2)
Figure: Network Diagram (Page 3)
2 Stelth, Peter. "Projects’ Analysis through CPM (Critical Path Method)
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High Service Inc - Project Planning Document
Figure: Network Diagram (Page 4)
Figure: Network Diagram (Page 5)
Figure: Network Diagram (Page 6)
Figure: Network Diagram (Page 7)
Figure: Network Diagram (Page 8)
Figure: Network Diagram (Page 9)
Figure: Network Diagram (Page 10)
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High Service Inc - Project Planning Document
Milestone Schedule
In Excel view:
WBS Task Name Duration Start Finish
1 High Service Inc, Social CRM project 390 days Fri 10/6/17 Thu 4/4/19
1.1 Project Activities 130 days Fri 10/6/17 Thu 4/5/18
1.1.1 Initiation of the Project 9 days Fri 10/6/17 Wed 10/18/17
1.1.1.1 Milestone: Start of the Project High Service
Inc, Social CRM project 0 days Fri 10/6/17 Fri 10/6/17
1.1.1.7 Milestone: Finish the Initiation Stage 0 days Wed 10/18/17 Wed 10/18/17
1.1.2 Planning of the Project 25 days Wed 10/18/17 Wed 11/22/17
1.1.2.1 Milestone: Start of Planning Phase 0 days Wed 10/18/17 Wed 10/18/17
1.1.2.9 Milestone: Finish the Planning Phase 0 days Wed 11/22/17 Wed 11/22/17
1.1.3 Execution of the Project 84 days Wed 11/22/17 Tue 3/20/18
1.1.3.1 Engagement of Consultant 14 days Wed 11/22/17 Tue 12/12/17
1.1.3.1.1 Milestone: Start the procedure to engage
external consultant 0 days Wed 11/22/17 Wed 11/22/17
1.1.3.1.7 Milestone: Consultant joins the Project
Team 0 days Tue 12/12/17 Tue 12/12/17
1.1.3.2 Selection of Vendor 25 days Tue 12/12/17 Tue 1/16/18
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High Service Inc - Project Planning Document
1.1.3.2.1 Milestone: Start the selection of vendor to
provide CRM solution 0 days Tue 12/12/17 Tue 12/12/17
1.1.3.2.8 Milestone: Appoint the vendor 0 days Tue 1/16/18 Tue 1/16/18
1.1.3.3 Trial & Selection of option 14 days Tue 12/12/17 Mon 1/1/18
1.1.3.3.1 Milestone: Start the trial run 0 days Tue 12/12/17 Tue 12/12/17
1.1.3.3.9 Milestone: Finish the Trial run 0 days Mon 1/1/18 Mon 1/1/18
1.1.3.4 Development of New System 45 days Tue 1/16/18 Tue 3/20/18
1.1.3.4.1 Milestone: start developing the new
system 0 days Tue 1/16/18 Tue 1/16/18
1.1.3.4.3 Milestone: finish the development of new
system 0 days Tue 3/20/18 Tue 3/20/18
1.1.4 Close & Evaluation of the Project 16 days Thu 3/15/18 Thu 4/5/18
1.1.4.1 Closing of Project 15 days Thu 3/15/18 Wed 4/4/18
1.1.4.1.1 Milestone: start the closing activities 0 days Tue 3/20/18 Tue 3/20/18
1.1.4.1.4 Milestone: Finish the closing activities 0 days Wed 4/4/18 Wed 4/4/18
1.1.4.2 Analyze the Project outcome 1 day Wed 4/4/18 Thu 4/5/18
1.1.4.2.1 Milestone: Start the evaluation stage 0 days Wed 4/4/18 Wed 4/4/18
1.1.4.2.6 Milestone: Finish the Project High Service
Inc, Social CRM project 0 days Thu 4/5/18 Thu 4/5/18
1.2 Support after Project Completion 261 days Wed 4/4/18 Thu 4/4/19
1.2.1 Milestone: Start providing Help desk Support 0 days Wed 4/4/18 Wed 4/4/18
1.2.3 Milestone: Finish providing Help desk
Support 0 days Thu 4/4/19 Thu 4/4/19
Resources table
Resource Name Type Initials Group Max. Units Std. Rate
Natalie (Program Sponsor) Work NATALIE Internal 100% $657.00/hr
Ito (Program Manager) Work ITO Internal 100% $480.00/hr
Ben (Project Sponsor) Work BEN Internal 100% $617.00/hr
Project Manager Work PM Internal 100% $412.00/hr
George (Marketing Manager) Work GEORGE Internal 100% $373.00/hr
External Consultant Work CONSULTANT External 100% $427.00/hr
HR Department Officer Work HR Internal 100% $326.00/hr
Project Team Work PT Internal 1,000% $257.00/hr
Vendor (CRM Solution provider) Work VENDOR External 100% $636.00/hr
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High Service Inc - Project Planning Document
Project budget (Cost Estimate as calculated by MS Project)
WBS Task Name Duration Start Finish Resource Names Cost
1 High Service Inc, Social
CRM project
390
days
Fri
10/6/17
Thu
4/4/19 $2,000,040.00
1.1 Project Activities 130
days
Fri
10/6/17
Thu
4/5/18 $672,072.00
1.1.1 Initiation of the Project 9 days Fri
10/6/17
Wed
10/18/17 $40,256.00
1.1.1.1
Milestone: Start of the
Project High Service Inc,
Social CRM project
0 days Fri
10/6/17
Fri
10/6/17 $0.00
1.1.1.2 Develop the Business
Case 3 days Fri
10/6/17
Tue
10/10/17 Project Manager $9,888.00
1.1.1.3 Conduct Meeting with
Marketing Manager & Team 2 days Wed
10/11/17
Thu
10/12/17 Project Manager $6,592.00
1.1.1.4 Identify requirement to
develop the system 3 days Thu
10/12/17
Mon
10/16/17
George
(Marketing
Manager)
$8,952.00
1.1.1.5 Develop the Project
Charter 3 days Fri
10/13/17
Tue
10/17/17 Project Manager $9,888.00
1.1.1.6
Obtain approval of
Project Charter to Kick-off the
Project
1 day Wed
10/18/17
Wed
10/18/17
Ben (Project
Sponsor) $4,936.00
1.1.1.7 Milestone: Finish the
Initiation Stage 0 days Wed
10/18/17
Wed
10/18/17 $0.00
1.1.2 Planning of the Project 25 days Wed
10/18/17
Wed
11/22/17 $82,400.00
1.1.2.1 Milestone: Start of
Planning Phase 0 days Wed
10/18/17
Wed
10/18/17 $0.00
1.1.2.2 Develop the Project
management Plan 5 days Thu
10/19/17
Wed
10/25/17 Project Manager $16,480.00
1.1.2.3 Develop the Scope
Management Plan 3 days Thu
10/26/17
Mon
10/30/17 Project Manager $9,888.00
1.1.2.4 Develop the Time
Management Plan 3 days Mon
11/6/17
Wed
11/8/17 Project Manager $9,888.00
1.1.2.5 Develop the Quality
Management Plan 4 days Tue
10/31/17
Fri
11/3/17 Project Manager $13,184.00
1.1.2.6 Develop the Risk
Management Plan 3 days Mon
11/20/17
Wed
11/22/17 Project Manager $9,888.00
1.1.2.7 Develop the Procurement
Management Plan 5 days Thu
11/9/17
Wed
11/15/17 Project Manager $16,480.00
1.1.2.8 Develop the
Communication Plan 2 days Thu
11/16/17
Fri
11/17/17 Project Manager $6,592.00
1.1.2.9 Milestone: Finish the
Planning Phase 0 days Wed
11/22/17
Wed
11/22/17 $0.00
1.1.3 Execution of the Project 84 days Wed
11/22/17
Tue
3/20/18 $440,872.00
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High Service Inc - Project Planning Document
1.1.3.1 Engagement of
Consultant 14 days Wed
11/22/17
Tue
12/12/17 $28,784.00
1.1.3.1.1 Milestone: Start the
procedure to engage external
consultant
0 days Wed
11/22/17
Wed
11/22/17
$0.00
1.1.3.1.2 Float inquiry for
engaging consultant 5 days Thu
11/23/17
Wed
11/29/17 Project Team $10,280.00
1.1.3.1.3 Receive quotations 5 days Thu
11/30/17
Wed
12/6/17 Project Team $10,280.00
1.1.3.1.4 Evaluate & Negotiate 1 day Thu
12/7/17
Thu
12/7/17 Project Team $2,056.00
1.1.3.1.5 Place service order to
engage Consultant 2 days Fri
12/8/17
Mon
12/11/17 Project Team $4,112.00
1.1.3.1.6 Appoint Consultant 1 day Tue
12/12/17
Tue
12/12/17 Project Team $2,056.00
1.1.3.1.7 Milestone: Consultant
joins the Project Team 0 days Tue
12/12/17
Tue
12/12/17 $0.00
1.1.3.2 Selection of Vendor 25 days Tue
12/12/17
Tue
1/16/18 $85,400.00
1.1.3.2.1 Milestone: Start the
selection of vendor to provide
CRM solution
0 days Tue
12/12/17
Tue
12/12/17
$0.00
1.1.3.2.2 Float inquiry to select
vendor 5 days Wed
12/13/17
Tue
12/19/17
External
Consultant $17,080.00
1.1.3.2.3 Receive quotations 10 days Wed
12/20/17
Tue
1/2/18
External
Consultant $34,160.00
1.1.3.2.4 Evaluate & Negotiate 5 days Wed
1/3/18
Tue
1/9/18
External
Consultant $17,080.00
1.1.3.2.5 Compilation of short
list of vendors 2 days Wed
1/10/18
Thu
1/11/18
External
Consultant $6,832.00
1.1.3.2.6 Select Vendor 2 days Fri
1/12/18
Mon
1/15/18
External
Consultant $6,832.00
1.1.3.2.7 Place Order 1 day Tue
1/16/18
Tue
1/16/18
External
Consultant $3,416.00
1.1.3.2.8 Milestone: Appoint the
vendor 0 days Tue
1/16/18
Tue
1/16/18 $0.00
1.1.3.3 Trial & Selection of
option 14 days Tue
12/12/17
Mon
1/1/18 $43,184.00
1.1.3.3.1 Milestone: Start the
trial run 0 days Tue
12/12/17
Tue
12/12/17 $0.00
1.1.3.3.2 Develop option 1
solution 3 days Wed
12/13/17
Fri
12/15/17 Project Team $6,168.00
1.1.3.3.3 Develop option 2
solution 3 days Fri
12/15/17
Tue
12/19/17 Project Team $6,168.00
1.1.3.3.4 Develop option 3
solution 3 days Tue
12/19/17
Thu
12/21/17 Project Team $6,168.00
1.1.3.3.5 Develop option 4 3 days Thu Mon Project Team $6,168.00
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High Service Inc - Project Planning Document
solution 12/21/17 12/25/17
1.1.3.3.6 Develop option 5
solution 3 days Mon
12/25/17
Wed
12/27/17 Project Team $6,168.00
1.1.3.3.7 Analyze the all 5
options 2 days Thu
12/28/17
Fri
12/29/17 Project Team $4,112.00
1.1.3.3.8 Fix the final selected
option 1 day Mon
1/1/18
Mon
1/1/18
Project Manager,
Ben (Project
Sponsor)
$8,232.00
1.1.3.3.9 Milestone: Finish the
Trial run 0 days Mon
1/1/18
Mon
1/1/18 $0.00
1.1.3.4 Development of New
System 45 days Tue
1/16/18
Tue
3/20/18 $283,504.00
1.1.3.4.1 Milestone: start
developing the new system 0 days Tue
1/16/18
Tue
1/16/18 $0.00
1.1.3.4.2 Procure the New
System 45 days Wed
1/17/18
Tue
3/20/18 $283,504.00
1.1.3.4.2
.1
Design the New
System 6 days Wed
1/17/18
Wed
1/24/18
Vendor (CRM
Solution provider) $30,528.00
1.1.3.4.2
.2
Develop & Deliver
the New System 25 days Thu
1/25/18
Wed
2/28/18
Vendor (CRM
Solution provider) $127,200.00
1.1.3.4.2
.3
Integrate with
existing architecture 7 days Thu
3/1/18
Fri
3/9/18
Vendor (CRM
Solution provider) $35,616.00
1.1.3.4.2
.4
Procure the data &
APIs for uploading in social
media platform
20 days Wed
1/17/18
Tue
2/13/18 Project Team $41,120.00
1.1.3.4.2
.5 Conduct Trial run 2 days Mon
3/12/18
Tue
3/13/18
External
Consultant,
Project Manager,
Vendor (CRM
Solution provider)
$23,600.00
1.1.3.4.2
.6
Implement the
system 5 days Wed
3/14/18
Tue
3/20/18
Vendor (CRM
Solution provider) $25,440.00
1.1.3.4.3 Milestone: finish the
development of new system 0 days Tue
3/20/18
Tue
3/20/18 $0.00
1.1.4 Close & Evaluation of the
Project 16 days Thu
3/15/18
Thu
4/5/18 $108,544.00
1.1.4.1 Closing of Project 15 days Thu
3/15/18
Wed
4/4/18 $100,320.00
1.1.4.1.1 Milestone: start the
closing activities 0 days Tue
3/20/18
Tue
3/20/18 $0.00
1.1.4.1.2 Conduct training
session 10 days Wed
3/21/18
Tue
4/3/18
Vendor (CRM
Solution provider) $50,880.00
1.1.4.1.3 Document Lessons
Learned 15 days Thu
3/15/18
Wed
4/4/18 Project Manager $49,440.00
1.1.4.1.4 Milestone: Finish the
closing activities 0 days Wed
4/4/18
Wed
4/4/18 $0.00
1.1.4.2 Analyze the Project 1 day Wed Thu $8,224.00
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High Service Inc - Project Planning Document
outcome 4/4/18 4/5/18
1.1.4.2.1 Milestone: Start the
evaluation stage 0 days Wed
4/4/18
Wed
4/4/18 $0.00
1.1.4.2.2 Measure number of
Facebook Likes 1 day Thu
4/5/18
Thu
4/5/18 Project Team $2,056.00
1.1.4.2.3 Measure followers on
Twitter 1 day Thu
4/5/18
Thu
4/5/18 Project Team $2,056.00
1.1.4.2.4 Measure the increase in
revenue generation 1 day Thu
4/5/18
Thu
4/5/18 Project Team $2,056.00
1.1.4.2.5 Measure the providing
Customer Service 1 day Thu
4/5/18
Thu
4/5/18 Project Team $2,056.00
1.1.4.2.6
Milestone: Finish the
Project High Service Inc,
Social CRM project
0 days Thu
4/5/18
Thu
4/5/18 $0.00
1.2 Support after Project
Completion
261
days
Wed
4/4/18
Thu
4/4/19 $1,327,968.00
1.2.1 Milestone: Start providing
Help desk Support 0 days Wed
4/4/18
Wed
4/4/18 $0.00
1.2.2 Provide help desk support
for the first 12 months
261
days
Thu
4/5/18
Thu
4/4/19
Vendor (CRM
Solution provider) $1,327,968.00
1.2.3 Milestone: Finish
providing Help desk Support 0 days Thu
4/4/19
Thu
4/4/19 $0.00
RACI Table
This is the matrix form of the table which is developed to mention the responsibilities of the
team members involved in the project3. This also documents them in a very simple manner so
that anybody and everybody looking at the matrix can understand very easily the roles and
responsibilities of each individual4. This is required to be developed in all projects irrespective of
its size and team members5. The RACI (‘Responsible’, ‘Accountable’, ‘Consulted’ or
‘Informed’) matrix of the current project is as below:
Stakeholder
Activities
Ben George Ito Project
Manager
Consultant Vendor Team
Members
Develop the Business
Case A R I R   
3 Haughey, Duncan. "RACI Matrix." Project Smart. 2017
4 Doglione, Cara. "Understanding Responsibility Assignment Matrix (RACI Matrix)." Best Project Management
Software Reviews
5 Elhady, Aymen S., and Hisham M. Abushama. "RACI Scrum Model For Controlling of Change User Requirement In
Software Projects
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