ICT352 Project Management: A Case Study of TOSIG's CRM Implementation

This case study delves into the project management aspects of implementing a CRM system at Tier One Suppliers Insurance Group (TOSIG). The project aims to address the inefficiencies of manual data re-entry by agents, with the goal of improving sales and reducing overhead costs. Key objectives include the successful implementation of the CRM system, cost and time minimization, and increased sales opportunities. The project deliverables encompass prototype development, configuration planning, data transfer, software testing, and data warehouse testing. The case study outlines the project schedule, including milestones, requirements (financial, hardware, software, and human resources), limits, and a work breakdown schedule (WBS). It also addresses time and cost management strategies, resource allocation, risk management planning, and the communication management plan, providing a comprehensive overview of the project's lifecycle from initiation to closure. Desklib offers a wide range of similar documents and study resources for students.

Running head: PROJECT MANAGEMENT
Case Study- Tier One Suppliers Insurance Group (TOSIG).
Name of the Student
Name of the University
Author’s Note

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PROJECT MANAGEMENT
Table of Contents
1. Project Background................................................................................................................2
1.1 Project background...........................................................................................................2
1.2 Project goal.......................................................................................................................2
1.3 Project objective...............................................................................................................2
1.4 Project deliverable............................................................................................................3
1.5 Strategic alignment of project..........................................................................................3
2. Project schedule.....................................................................................................................3
2.1 Milestone..........................................................................................................................3
2.2 Project requirements.........................................................................................................4
2.3 Limits and exclusions.......................................................................................................5
2.4 Work/process breakdown schedule..................................................................................5
3. Time and cost management....................................................................................................7
3.1 Time management............................................................................................................7
3.2 Cost management.............................................................................................................8
4. Resource management.........................................................................................................10
5. Risk management.................................................................................................................11
6. Communication management plan.......................................................................................13
Bibliography.............................................................................................................................16
1. Project Background

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1.1 Project background
The paper mainly reflects on an organization named “TOSIG” that generally helps in
offering insurance for making improvement in stockyards, machinery, building as well as
fencing. They also help in offering insurance for the crops. The main strategy of the
organization is to maintain the existing customers by enhancing the number of insurance
offering to the clients. It is identified that the agents of the organization have to visit the site
after that they need to re-enter data within the system of TOSIG, which is very much time
consuming. In order to mitigate the issue, the agent of the organization wants to upgrade their
information system with the implementation of CRM system. It is found that with the
implementation of CRM system, the organization will be able to reduce the time that is
required in data entry and assists in providing the opportunity of selling of insurances to more
number of people.
1.2 Project goal
The main goal of the project is to implement the CRM system so that the problem of
re-entering data gets resolved and the agents can be able to sell more number of insurances to
the people. In addition to this, it is identified that CRM system implementation will be quite
helpful in minimizing the overhead costs.
1.3 Project objective
The main objective of the project includes:
 To implement customer relationship management system
 To minimize both overhead costs nod time that is needed in re-entering data
within the system.
 To get an opportunity of selling more number of insurances to the clients

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1.4 Project deliverable
The deliverable of the project includes:
 Project prototype development for the CRM system
 Creating proper configuration plan
 Transferring the entire data
 Undertaking software testing and acceptance testing
 Conducting data warehouse testing
1.5 Strategic alignment of project
It is identified that it is quite important to align the project with the objectives so that
the CRM system can be implemented successfully. It is found that by aligning the goals and
objectives of the organization with the project, the project manager can be able to know about
the requirements as well as needs of the project and thus they can be able to implement the
project quite successfully. It is found that successful implementation of the project generally
helps in achieving the goals and objectives of the project by fulfilling the demands of the
organization.
2. Project schedule
2.1 Milestone
Milestone Completion date
Milestone 1: Completion of initiation phase Thu 12-07-18
Milestone 2: Completion of planning phase Mon 30-07-18
Milestone 3: Completion of execution phase Thu 01-11-18
Milestone 4:Completion of closure phase Mon 12-11-18

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2.2 Project requirements
The requirements of the project are as follows:
Financial requirements: The financial budget that is required for the CRM system
will be around $49,720.
Hardware requirements: The hardware requirements of the project include:
 Hard disk
 Computer
 RAM and more
Software requirements: The software requirements that are needed for the project
include:
 Zoho
 Other designing software
Human resource requirements: The human resources that are required for the
implementation of CRM system are listed below:
 Project manager
 Business analyst
 Programmer_1
 Programmer_2
 Database developer
 Graphical user interface developer
 Tester
 Administration officer

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2.3 Limits and exclusions
The limits and exclusions of the project include:
 The project must not exceed the time that is planned in the initial stage of the
project
 The project should be completed within the approved budget otherwise, number of
financial challenges can occur.
2.4 Work/process breakdown schedule
The work/process breakdown of the project schedule is provided in the table below:
WBS Task Name
0 Implementation of CRM system
1 Initiation phase
1.1 Meeting with the board of the company
1.2 Presentation of the requirements
1.3 CRM system proposal by the board
1.4 Discussion on the goals and objectives of the project
1.5 Discussion
1.6 Gaining support from the company
1.7 Milestone 1: Completion of initiation phase
2 Planning phase
2.1 Analyze project background
2.2 Project charter preparation
2.3 Determination of project scope
2.4 Preparation of project schedule
2.5 Making assumptions on project

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PROJECT MANAGEMENT
2.6 Determining project constraints
2.7 Milestone 2: Completion of planning phase
3 Execution phase
3.1 Development of project prototype
3.2 Configuration plan
3.3 transferring data
3.4 Connecting with database
3.5 Query testing
3.6 Response time testing
3.7 Software testing
3.8 Acceptance testing
3.9 Data warehouse testing
3.10 Connection testing
3.11 Milestone 3: Completion of execution phase
4 Closure phase
4.1 Final discussion with the company
4.2 Making recommendation with CRM system
4.3 Sign off the project
4.4 Milestone 4:Completion of closure phase

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3. Time and cost management
3.1 Time management
It is found that in order to manage the time of the project, the project manager take
the help of the Gantt chart and project schedule. It is found that in order to finish the project
within the expected deadline it is quite necessary to follow the schedule of the project so that
each of the project activity will be completed within the expected time. It is found that most
of the project managers generally regard scheduling as one of the most important benefit of
Gantt chart within the creative environment. It is very much necessary for the team members
to understand the overall impact of the delays that is associated with the project so that it can
be able to foster stronger collaboration by encouraging proper organization of the task. The
Gantt chart for the implementation of the CRM system is provided below:
Figure 1: Gantt chart
(Source: Created by Author)

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3.2 Cost management
The cost of the project can be managed successfully with the help of the initial budget
plan that is made for the project. It is quite necessary to spent money on finishing the project
activities quite successfully in order to complete the project within the budget that is
approved by the higher authorities of the organization.
WBS Task Name Duration Resource Names Cost
0
Implementation of CRM
system
101 days $ 49,720.00
1 Initiation phase 14 days $ 5,600.00
1.1
Meeting with the board of the
company
5 days Administration officer $ 1,200.00
1.2
Presentation of the
requirements
1 day Project manager $ 680.00
1.3
CRM system proposal by the
board
1 day Business analyst $ 400.00
1.4
Discussion on the goals and
objectives of the project
3 days Project manager $ 2,040.00
1.5 Discussion 2 days Business analyst $ 800.00
1.6
Gaining support from the
company
2 days Administration officer $ 480.00
1.7
Milestone 1: Completion of
initiation phase
0 days $ 0.00
2 Planning phase 13 days $ 6,560.00
2.1 Analyze project background 4 days Project manager $ 2,720.00

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2.2 Project charter preparation 4 days Business analyst $ 1,600.00
2.3
Determination of project
scope
2 days Administration officer $ 480.00
2.4
Preparation of project
schedule
1 day Project manager $ 680.00
2.5
Making assumptions on
project
1 day Project manager $ 680.00
2.6
Determining project
constraints
1 day Business analyst $ 400.00
2.7
Milestone 2: Completion of
planning phase
0 days $ 0.00
3 Execution phase 67 days $ 33,680.00
3.1
Development of project
prototype
4 days
Graphical user
interface developer
$ 1,600.00
3.2 Configuration plan 10 days
Graphical user
interface developer
$ 4,000.00
3.3 transferring data 4 days Database developer $ 1,600.00
3.4 Connecting with database 10 days
Programmer_1,Progra
mmer_2
$ 8,000.00
3.5 Query testing 5 days Tester $ 1,600.00
3.6 Response time testing 4 days Tester $ 1,280.00
3.7 Software testing 5 days Programmer_1,Tester $ 3,600.00
3.8 Acceptance testing 10 days Programmer_2,Tester $ 7,200.00
3.9 Data warehouse testing 10 days Tester $ 3,200.00

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3.10 Connection testing 5 days Tester $ 1,600.00
3.11
Milestone 3: Completion of
execution phase
0 days $ 0.00
4 Closure phase 7 days $ 3,880.00
4.1
Final discussion with the
company
5 days Project manager $ 3,400.00
4.2
Making recommendation with
CRM system
1 day Administration officer $ 240.00
4.3 Sign off the project 1 day Administration officer $ 240.00
4.4
Milestone 4:Completion of
closure phase
0 days $ 0.00
4. Resource management
It is found that the resource of the project can be successfully managed with the help
of the resource plan that is created. The employees or resources who are hired within the
project can be generally managed with the help of the table that is provided below:
Resource
Name Type Materia
l Label
Initial
s
Grou
p
Max.
Units
Std.
Rate
Ovt.
Rate
Cost/
Use
Accrue
At
Base
Calenda
r
Project
manager
Wor
k
100
%
$
85.00/hr
.
$
0.00/hr
.
$ 0.00 Prorate
d Standard
Business
analyst
Wor
k B 100
%
$
50.00/hr
.
$
0.00/hr
.
$ 0.00 Prorate
d Standard
Programmer_
1
Wor
k P 100
%
$
50.00/hr
.
$
0.00/hr
.
$ 0.00 Prorate
d Standard
Programmer_
2
Wor
k P 100
%
$
50.00/hr
.
$
0.00/hr
.
$ 0.00 Prorate
d Standard
Database Wor D 100 $ $ $ 0.00 Prorate Standard

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PROJECT MANAGEMENT
developer k % 50.00/hr
.
0.00/hr
. d
Graphical user
interface
developer
Wor
k G 100
%
$
50.00/hr
.
$
0.00/hr
.
$ 0.00 Prorate
d Standard
Tester Wor
k T 100
%
$
40.00/hr
.
$
0.00/hr
.
$ 0.00 Prorate
d Standard
Administratio
n officer
Wor
k A 100
%
$
30.00/hr
.
$
0.00/hr
.
$ 0.00 Prorate
d Standard
5. Risk management
Risk management plan is utilized by the project manager in order to foresee the risks
and estimates their impact as well as probability in order to determine proper response so that
the risks can be successfully mitigated. The risk management plan for the project is provided
in the table below:
Risk Description Impact Probability Responsible
person
Mitigation
Improper
management
of schedule
If the
schedule of
the project is
not managed
then the
chances of
schedule
slippage is
quite high.
High High Project
planner
It is quite
necessary to
track the
budget
successfully.
Shortage of
project
If the budget
of the project
Very high High Financial
manager
It is
necessary to