ICT Project Management: Information System Upgrade and CRM Project

This project report details the ICT project management plan for upgrading the information system and implementing a CRM system for Tier One Suppliers Insurance Group (TOSIG). The project scope includes a feasibility study, system upgrade, CRM development, and integration with mobile devices. The business case highlights the need for system improvements to address issues like reduced field work and increased competition. The report outlines a milestone schedule, acceptance criteria, risk assessment (including cyber threats and tracking concerns), assumptions, and constraints. A stakeholder list identifies key individuals and their roles. The project concludes with recommendations based on the feasibility analysis, emphasizing the importance of cloud security and funding. The report also includes a bibliography of relevant sources.

Running Head: ICT PROJECT MANAGEMENT
ICT Project Management
Name of the Student
Name of the University

1ICT PROJECT MANAGEMENT
Table of Contents
Project Title and Scope....................................................................................................................2
Business Case..................................................................................................................................3
Background......................................................................................................................................4
Milestone Schedule and Acceptance Criteria..................................................................................5
Risks, Assumptions and Constraints................................................................................................8
Stakeholder List.............................................................................................................................10
Conclusion.....................................................................................................................................10
Bibliography..................................................................................................................................12

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Project Title and Scope
The agreed title for the project is “Upgrade of Information System and Implementation of
CRM for Tier One Suppliers Insurance Group”.
The overall project is based on the development of a new customer relationship
management system that will be integrated with the upgraded information system of the
company. In addition to the computer workstations used by the company employees in the office,
the information system support will be extended to smaller devices like tablets, laptops and
smartphones. These smaller devices will be provided to the employees who will then be able to
enter data while working on field. Based on these requirements, the scope of the project is
defined as follows.
In-Scope:
 Feasibility study of the proposed system is within the scope of the project.
 Upgrade of the existing information system is within the scope of the project.
 Development of a new CRM system is within the scope of the project.
 Purchase of new tablets and smartphones is within the scope of the project.
 Integrating the new CRM system with the smaller devices is within the scope of
the project.
Out-Scope:
 Selection of vendor for supplying hardware and software is out of scope of this
project.
 Hiring of developers for the project is out of scope of this project.

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 Contracting with sponsor for funding the project is out of scope of this project.
Business Case
Tier One Suppliers Insurance Group (TOSIG) is an insurance company that provided
insurance coverage to various tier one suppliers that deal with fencing, stock yards, storage silos,
buildings and other machinery. The company also insures crops for various suppliers. In spite of
maintaining business for 65 years, the company is now facing certain issues and problems that
are mainly due to the lack of sufficient field work by the employees. While the employees are
entitled to perform both field work and data entry at office, the company found out that
employees were spending more time in data entry and hence, the time for field work was
significantly reduced. As a result, the business of the company has been getting hampered as it
has been missing out a large number of potential high value clients. Moreover, due to the rise of
other insurance companies, the competitive advantage of the company in the market has also
been significantly reduced. Hence, upgradation of the existing information system is required so
that the business operations are performed much faster. Furthermore, development of the CRM
system will allow the company to gain back the competitive advantage in the market and gain
more clients while the employees will able to perform data entry even during field work by using
smartphones and tablets.
However, simply performing these activities for the project is not sufficient. Before the
project is even started, it is to be ensured that the project will be feasible for the company in
terms of scope, budget and future operations. In addition, there are certain concerns that have
been raised by both the management as well as the employees that have to be addressed before
proceeding with the project. Some of the concerns raised are as follows.

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Cyber Threat – In order to provide support to different devices connected to the central
server online, it is required to host the entire server into cloud. As a result, the entirety of the
company database will be stored in the online virtual interface that will significantly increase the
chances of cyber attacks. Due to online hosting, the cyber threat agents and hackers will find it
easy to break into the server and steal secure information.
Closing Offices – The proposed operation system by the company will effectively close
down all the offices as the employees and agents can complete their duties from the field. As a
result, there will be no more restrictions and control over the agents by the company.
Furthermore, there will be no way to catch the employees who will not perform their duties as
per the requirements.
Tracking – Due to the use of cloud based system, the agents have raised concern that
their location can be tracked that can be tampered and misuses by external agents or even the
company itself.
Background
The background of this project is mainly the lack of new potential clients registering with
the company as well as loss of competitive advantage in the insurance market. Initially, the
company performed very well due to very convenient services and wide range of facilities for the
clients. Moreover, the agents of the company visited the clients from time to time in order collect
data about the products that they provided insurance for. However, with the growing market, the
number of clients also increased whereas the numbers of employees and agents have not
increased significantly. As a result, the agents need to execute both field work and data entry at
office. The company noticed that most of the time, the agents spent time in office by entering

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data into the system and thus there was less field work. Due to this, the business of the company
is getting hampered as it has also started missing out on potential new clients. The company
decided to introduce new CRM system in order to reduce the workload on the agents instead of
employing more agents into the field. Employing new agents will incur a large amount of regular
expenses whereas the CRM system will only demand an one time investment and minor
maintenance costs.
Milestone Schedule and Acceptance Criteria
The milestone schedule is shown in the following table.
Task Name Duration Start Finish
Feasibility Testing for Implementation of CRM
system for TOSIG
101 days Mon 6/25/18 Mon 11/12/18
Project discussion phase 14 days Mon 6/25/18 Thu 7/12/18
Meeting with Company board for regarding the
new system
5 days Mon 6/25/18 Fri 6/29/18
Presentation of the requirements by the board 1 day Mon 7/2/18 Mon 7/2/18
Proposal of CRM system by the board 1 day Tue 7/3/18 Tue 7/3/18
Discuss regarding the goals and vision of the
company
3 days Wed 7/4/18 Fri 7/6/18
Final discussions 2 days Mon 7/9/18 Tue 7/10/18

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Gain support from company to proceed with
feasibility testing
2 days Wed 7/11/18 Thu 7/12/18
Milestone 1: Completion of project discussion
phase
0 days Thu 7/12/18 Thu 7/12/18
Planning phase of the project 13 days Fri 7/13/18 Tue 7/31/18
Analyze project background 4 days Fri 7/13/18 Wed 7/18/18
Prepare project charter 4 days Thu 7/19/18 Tue 7/24/18
Determine project scope 2 days Wed 7/25/18 Thu 7/26/18
Prepare project schedule 1 day Fri 7/27/18 Fri 7/27/18
Make assumptions for project 1 day Mon 7/30/18 Mon 7/30/18
Determine project constraints 1 day Tue 7/31/18 Tue 7/31/18
Milestone 2: Completion of planning phase 0 days Mon 7/30/18 Mon 7/30/18
Activity phase of the project 67 days Wed 8/1/18 Thu 11/1/18
Preparation of questionnaire 4 days Wed 8/1/18 Mon 8/6/18
Detailed interview with the existing agents and
employees
10 days Tue 8/7/18 Mon 8/20/18

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Gather data regarding their views on the
system
4 days Tue 8/21/18 Fri 8/24/18
Survey of the existing system 10 days Mon 8/27/18 Fri 9/7/18
Review of marketing policies of the company 5 days Mon 9/10/18 Fri 9/14/18
Analysis of the benefits of CRM system 4 days Mon 9/17/18 Thu 9/20/18
Determine whether CRM will be suitable for
the company
5 days Fri 9/21/18 Thu 9/27/18
Cost benefit analysis 10 days Fri 9/28/18 Thu 10/11/18
Feasibility analysis 10 days Fri 10/12/18 Thu 10/25/18
Documentation 5 days Fri 10/26/18 Thu 11/1/18
Milestone 3:Completion of activity phase 0 days Thu 11/1/18 Thu 11/1/18
Closure phase 7 days Fri 11/2/18 Mon 11/12/18
Final discussion with company 5 days Fri 11/2/18 Thu 11/8/18
Make recommendations regarding CRM
implementation
1 day Fri 11/9/18 Fri 11/9/18
Sign Off 1 day Mon 11/12/18 Mon 11/12/18

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Milestone 4: Completion of project closure
phase
0 days Mon 11/12/18 Mon 11/12/18
The acceptance criteria for the project are listed as follows:
 Fully developed CRM system
 High cost benefit value
 Increased field work by the agents
 Procurement of at least 50 new high value clients by the next one year after
implementation
 Efficient data entry process during field work by the agents
 All agents are equipped with smartphones and tablets
Risks, Assumptions and Constraints
The risks associated with the implementation of the CRM system for the company are
shown in a risk matrix as follows.
Risk Chance of Occurrence Effect on System /
Project
Mitigation Plan
Cyber threat agents may
break into the system
and steal or destroy
business data of the
company
Very High Extreme Use system firewalls
and cyber security
software to prevent any
type of threat agents
entering into the system

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Offices may not
required due to increase
in field work
Extreme High There should be
mandatory hours in
which the employees
and agents must work in
office
Due to use of cloud, the
locations of the agents
may be tracked
High High Tracking option is not
necessary; even if it is
applied in the system, it
should be done securely
in order to prevent
tampering and misuse
The assumptions made for the project are as follows.
 It has been assumed that the company will be able to provide sufficient funds for
the project or find a suitable sponsor for the project.
 It has been assumed that CRM system is the best possible solution for the
company.
 It has been assumed that the new system will reduce the work load of the agents
and the employees.
The constraints associated with the project are as follows.
 The agents are not willing to use a cloud based system in their daily operations.
 The offices may not be required if all the shift hours are invested in field work by
the agents.

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 Rival organizations may have even better functioning information system at their
disposal.
Stakeholder List
The list of stakeholders including their designations and roles in project is shown in the
following table.
Name Designation Interest Power Role
Mr. A Project Manager High Very High Survey, planning
and management
of the project
Mr. B Chief Finance Officer Medium High Allocation of
funds for project
PLEASE FILL Business Analyst High Medium Feasibility
analysis of the
proposed system
Mr. C Chief IT Officer High Medium Evaluation of the
IT requirements of
the project
Conclusion
Based on the feasibility analysis of the case presented by the company, certain
conclusions can be reached. Firstly, CRM system will be very suitable for the company if
implemented in the right way and with the correct amount of resources. In this case, discussions

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will have to be undertaken with the agents to determine their requirements and whether they
align with the company’s business policies. Secondly, the migration to cloud is a good option but
the company must provide sufficient system security to the cloud based server. Finally, the
company should proceed with project only if sufficient funding can be generated and moreover,
the company should also fix mandatory working hours at office.