Project Initiation Plan: CRM Implementation for Longtau Technology UK

This project initiation plan outlines a change management initiative for Longtau Technology, a Chinese network equipment manufacturer expanding into Europe. Facing operational issues in their UK department, the company aims to implement a CRM system and establish a new customer service department to improve consumer experience. The plan details the project's purpose, description, scope, objectives, requirements, constraints, and assumptions. It includes project deliverables, a summary schedule with milestones, a budget overview, resource allocation, risk management strategies, and a communication plan. The project's success hinges on the effective integration of CRM, re-engineering business processes, and technical implementation, with the ultimate goal of enhancing operational efficiency and resolving customer service issues. The project is structured into phases including change management, business process re-engineering, technical requirements, CRM analysis, and CRM implementation, each with defined tasks, durations, and resource allocation, as well as the project's overall schedule and budget. The plan also addresses potential risks and outlines a communication strategy to ensure successful execution.

Running head: PROJECT AND PROGRAMME MANAGEMENT
Project and Programme Management
Name of the student
Name of the university
Author note

1PROJECT AND PROGRAMME MANAGEMENT
Executive Summary
The project initiation plan had been developed for an organization named Longtau technology.
The organization had been rapidly expanding their business processes but recently they had been
facing operational issues while dealing with the consumers. Therefore, in order to resolve the
operational issues in the United Kingdom department, the management had decided to take up a
change management initiative. This change management program consisted of CRM
implemention into the United Kingdom operations department and developed a new customer
service department for handling these issues. It can be concluded from the project that the new
CRM implementation process had been able to improve the operational efficiency of the overall
process. The current issue faced by the United Kingdom department of Longtau technology had
been resolved by implementing change management.

2PROJECT AND PROGRAMME MANAGEMENT
Table of Contents
Project Purpose................................................................................................................................3
Project Description..........................................................................................................................3
Project Scope Statement..............................................................................................................3
Project objectives.........................................................................................................................4
Requirement.................................................................................................................................4
Constraints...................................................................................................................................5
Assumptions................................................................................................................................5
Project Deliverables.....................................................................................................................6
Summary milestone and Schedule...............................................................................................7
Summary budget............................................................................................................................17
Resource Overview........................................................................................................................22
Risks Management.........................................................................................................................25
External risk...............................................................................................................................25
Internal risk................................................................................................................................26
Technical risk.............................................................................................................................28
Communication Plan.....................................................................................................................29
Conclusion.....................................................................................................................................32
References......................................................................................................................................33

3PROJECT AND PROGRAMME MANAGEMENT
Project Purpose
This is a project initiation plan for an organization named Longtau technology. The
organization has been rapidly expanding their business processes but recently they have been
facing operational issues while dealing with the consumers. Therefore, in order to resolve the
operational issues in the United Kingdom department, the management has decided to take up a
change management initiative. This change management program will consist of implementing
CRM into the United Kingdom operations department and develop a new customer service
department for handling these issues.
Project Description
Longtau technology is one of the Chinese organizations that manufactures, supports and
designs network equipments for computers. After capturing considerable market share in China,
they have expanded their business in Europe. The organization has been selling more than
10,000 business units annually across Europe to business consumers and consists of 40
distributors in their network. They provide support to the business consumers but recently there
have been complaints that consumers have been lost between the call center and sales
department. Thus, a new project has been initiated for dealing with this issue, which consists of
the implementation of CRM as measure of change management.
Project Scope Statement
The project scope statement defines all the essential information required for executing a
particular project1. The project statement will consist of factors such as requirements,
expectations and features of the consumers in a given project. This project will highlight the
1 Pheng, Low Sui. "Project Scope Management." Project Management for the Built Environment. Springer,
Singapore, 2018. 63-77.

4PROJECT AND PROGRAMME MANAGEMENT
initiative and processes required for implementation of change management through CRM
(customer relationship management) implementation. The project scope is divided further into
parts, which are described in detail in the later part of the report.
Project objectives
The project objective for implementing change management by implementation of CRM
(customer relationship management) are defined as follows:
 Evaluation of the existing network systems for identifying the changes required
 Identification of change management strategies for improvement in organizational
business model
 To develop document for CRM implementation
 To integrate the developed CRM software into the business model
 Development of new customer service department for handling consumer grievances
 To slowly adapt to the changes in the organizational business model for better efficiency
in operations
Requirement
Project requirement will consist of all the important processes for successfully executing
the processes. Requirements provide a clear view of the implementation process. In this project,
the requirements of the project are as follows:
 Identification of the change management initiatives
 Re structuring of the processes within the business model
 Technical requirement
 Analysis of the CRM phase

5PROJECT AND PROGRAMME MANAGEMENT
 Adaptation of the CRM phase
Constraints
Constraints are the limitations and restriction which a project manager has to deal with
while successful execution of the processes2. The time span of the project is high so the
employees will have to managed thoroughly by providing proper guidance. The new system
developed should be compatible to the initial software used in the organization. The purchases of
the products will have to be made in accordance to the allocated budget in the project. The
managing director will go through weekly reports for understanding overall allocation of
resources.
Assumptions
The project should identify assumptions, which will be considered during the execution
of the project.
 This undertaken project has full support from the sponsors, the internal stakeholders and
all the departments in the organization.
 The objective and purpose of developing and executing this project should be
communicated throughout all the departments.
 The addition requirements for successful completion of the project will be provided by
the headquarters in China.
2 Nurdiani, Indira, Jürgen Börstler, and Samuel A. Fricker. "The impacts of agile and lean practices on project
constraints: A tertiary study." Journal of Systems and Software 119 (2016): 162-183.

6PROJECT AND PROGRAMME MANAGEMENT
Project Deliverables
The projects are developed to serve a specific purpose and are mainly focused on
fulfilling the needs and wants of the consumers. The success of the project will be determined
the various tangible and the intangible outcomes which should be achieved for achieving success
of the project3. Therefore, simply it can be defined as the input to a particular process can be
defined as deliverables. Generally, project deliverables consist of information, plan, documents,
software, equipment and money. The project deliverables for bringing about change management
by implementing CRM are as follows:
Task Name Duration Start Finish
Project Initiation Plan 322 days Thu 2/1/18 Fri 4/26/19
Change management 26 days Thu 2/1/18 Thu 3/8/18
Re-engineering of Business Process 28 days Fri 3/9/18 Tue 4/17/18
Technical requirement 35 days Wed 4/18/18 Tue 6/5/18
3 Chow, Alan F., Kelly C. Woodford, and Nancy Lambe. "Using project deliverables and project management for
timely completion of student projects." Journal of Emerging Trends in Economics and Management Sciences 5.3
(2014): 323.

7PROJECT AND PROGRAMME MANAGEMENT
CRM phase analysis 33 days Wed 6/6/18 Fri 7/20/18
Realization of CRM phase 180 days Mon 8/20/18 Fri 4/26/19
Summary milestone and Schedule
Milestone
A simplified definition of project milestone is that they are the tasks having zero duration
but signifies completion of a crucial component in the project. The sequence of events signifies
completion of different phases of the project is known as milestone4. Milestone does not have
any impact on the time span of the project and will only define completion of stages in the
project. The milestones in this project are as follows:
Task Name Duration Start Finish
Change management document
developed
0 days Thu 3/8/18 Thu 3/8/18
business processes re-engineered 0 days Tue 4/17/18 Tue 4/17/18
4 Kerzner, Harold, and Harold R. Kerzner. Project management: a systems approach to planning, scheduling, and
controlling. John Wiley & Sons, 2017.

8PROJECT AND PROGRAMME MANAGEMENT
Technical requirements Derived 0 days Tue 6/5/18 Tue 6/5/18
CRM milestone 0 days Fri 8/17/18 Fri 8/17/18
phase rollout for CRM 0 days Fri 4/26/19 Fri 4/26/19
phase concept for CRM 20 days Mon 7/23/18 Fri 8/17/18
Summary schedule
The table consists of the overall schedule of the project and defines each of the tasks in
the project. Each of the phases in the project have a significant importance as each phase will
contribute to the overall success of the project. The change management phase identifies the
different changes required for better organizational model. The first task will identify the
different changes required in the organization for providing the consumers with better
experience. After the identification of the change management requirement an official document,
have to be developed that will define the activities necessary for achieving the goals of the
stakeholders. The developed document has to deployed so that it can be approved and the other
processes can be commenced. This will end the first phase and the first milestone is reached
which is the development of the change management document.

9PROJECT AND PROGRAMME MANAGEMENT
The next phase is the re-engineering the business processes. This means that the
documents will be used to develop functions for restructuring of the organizational processes.
The first task in this phase in conversion of documents into effective functions, the second task
will examine the existing processes to identify the changes and compatibility of the processes.
The next task is conducting various workshops for confirming the feasibility of the proposed
measures. The next task will map the proposed processes so they can be further fine tuned to
optimum process. Completion of this task means that the second milestone is achieved that is
engineering of business processes received.
The next phase is the technical requirement phase where the technical details will be
formulated and implemented into the business process. The first task in this phase is submission
of drafts for CRM implementation. The second task is reviewing the proposed methods for CRM
implementation. This task will investigate the document for improving the overall
implementation process. The next task will document the extra requirements necessary for
developing the effective processes. The second last task in this phase will consist of clarifying
the tasks that will have to be performed in this phase. Then in the phase, the last task will
confirm all the requirements for implementation of CRM into the processes. Completion of this
task will ensure that third milestone has been achieved.
The next phase is the most crucial phase in this project as it consists of analysis of the
CRM phase where the various CRM processes will be analyzed and the infrastructural
requirement for this implementation will be developed. Completion of tasks in this phase means
the first CRM milestone has been achieved. The last phase deals with the practical
implementation of the CRM processes into the organization setting. The first task in this phase is
integration of the CRM model into the business model and interfacing the tools for effective

10PROJECT AND PROGRAMME MANAGEMENT
development. The next task includes customization of the CRM tool so that it can be used
effectively for catering to the needs of the organization. Customization of CRM into the
organizational business model takes a considerable amount of time and transition of the
organization from the old setting to the new setting will be achieved in the last, which completes
the final milestone in the project.
However, all the tasks in this project are critical and the cost of resources cannot be
reduced by altering resource allocation. On the hand, if the project time span needs to reduced
more resources will have to be allocated. This will increase the overall budget of the project.
Task Name Duration Start Finish Predecessors Resource Names
Project Initiation
Plan
322 days Thu 2/1/18 Fri 4/26/19
Change
management
26 days Thu 2/1/18 Thu 3/8/18
Identification of
changes needed
4 days Thu 2/1/18 Tue 2/6/18
finance manager,
human resource
manager, managing
director, operation
manager, sales
manager, Project
Manager
Develop document 7 days Wed 2/7/18 Thu 2 finance manager,

11PROJECT AND PROGRAMME MANAGEMENT
for change
management
2/15/18
human resource
manager, managing
director, operation
manager, sales
manager, Project
Manager
Deploy change
management
document
15 days Fri 2/16/18 Thu 3/8/18 3
finance manager,
human resource
manager, managing
director, operation
manager, sales
manager, Project
Manager
Change management
document developed
0 days Thu 3/8/18 Thu 3/8/18 4
Re-engineering of
Business Process
28 days Fri 3/9/18
Tue
4/17/18
documenting
developed processes
into functions
2 days Mon
4/16/18
Tue
4/17/18
9 finance manager,
human resource
manager, managing
director, operation
manager, sales