Strategic Management: CRM Project Development and Implementation

This project outlines the development and implementation of a CRM system for McDonald's by Nexus Ltd, addressing the need for improved data management and security. The project plan includes customer and competitor research, market analysis, and product development, with a focus on minimizing data redundancy and enhancing performance. The project employs a work breakdown structure, organization breakdown structure, and Gantt chart for effective management. Cost variance analysis reveals efficient resource allocation, with an actual cost lower than the estimated budget. The implementation phase utilizes critical path analysis and PERT charts to monitor progress. Issues encountered during implementation, such as manual data recording and scheduling challenges, are addressed. The project concludes with positive outcomes, including improved teamwork and employee learning, and recommendations for further improvement through employee training and quality tool implementation. The actual time taken to complete the project was 64 days, and the actual cost was £114400 against an estimated budget of £120000.

PROJECT DEVELOPMENT AND
IMPLEMENTATION FOR
STRATEGIC MANAGERS
TASK 5.2

RATIONALE OF PROJECT
As company like McDonald is growing at an increasing rate thus, it faces
various issues regarding data management of business.
This calls for the need of CRM system for the organization.
It is a kind of technology that assists in keeping database of employees as
well as customers of business.
This would assist in maintaining database of the firm and act as an aid in
increasing the security of data.
Due to such reason, particular product that is CRM has been selected for
McDonald.

INTRODUCTION
Introduction: The product for which Nexus hired Management Consultant is
related with CRM system for McDonalds Company.
Objective
To develop system for appropriate management and storing company's
information.
To ensure data security from unauthorized access.
To minimize data redundancy for effective information management.
To enhance the performance for the achievement of objectives.
Cost: £120000.
Time scales: 2 months.
Resources: financial resources, human resources as well as technological
resources.

RESOURCES REQUIRED ALONG WITH
ITS ESTIMATED COST
• Technological Resources
• Human resources
• Financial resources

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PROJECT SPECIFICATION

PLANNING
For the purpose of planning, various activities have been developed. This
includes customer research and competitor research. This is followed by
the analysis of market, customers and business so that need determination
can be done effectively. Later planning is done. Here, idea is selected and
its scope is examined. This is followed by the product development,
suppliers and logistics. Further, the launch of product is done which
includes market testing. At last, sales is forecasted and review of plan is
being done. By performing the activities within set time period, Nexus
Ltd. can attain its set target in an effective manner. Customer as well as
competitor research helps in knowing demand, preferences and needs of
people along with the condition that is prevailing in the market. Later,
with the help of this information, product planning and development can
be done. With the completion of activities within decided time frame, expected
outcomes will be achieved .

WORK BREAKDOWN
STRUCTURE

ORGANIZATION BREAKDOWN
STRUCTURE

GANTT CHART

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PROJECT COST

VARIANCE ANALYSIS
• This tool assists in setting budget of the product in
accordance with performance.
• Project manager determines the variance between planned
and actual through this.
• The estimated cost by project manager is £120000.
However, the actual cost after execution of the plan is
£114400.
• It can be determined that the resultant outcome is lower
than planned.
• This implies that project manager has allocated the
resources in an appropriate manner.

IMPLEMENTATION OF THE
PROJECT
Gantt Chart
Critical Path Analysis
Network Diagram

PERT

CRITICAL PATH ANALYSIS
3-4-5-7-8-9-11-12-13-17-19-21-22-23-25-27-29-30-32-33-34-36-37
and the total duration for project completion is 64 days.

MEASURES TO MONITOR
PROJECT
Monitoring and evaluation before implementation of project
Monitoring and evaluation after implementation of project

MONITORING AND EVALUATION AFTER
IMPLEMENTATION OF PROJECT
• PERT
• Total quality management
• Quality control
• Running with planned cost

ISSUES TO CRM SYSTEM
Technical Department: In a few areas, recording has been
done through manual process. Due to use of manual process,
project manager faced issue in updating the data and delayed
the entire process. The deadline of the project got delayed
and this also depicts inefficacy about time management.
Quality Management: While measuring the quality, it has
been found out that several quality tools are used at a time.
Efficacy of CRM system was not properly measured due to
lack of proper standards determined for quality. Using
multiple tools created confusion because answers vary in
nature.

CONT....
Scheduling: Improper scheduling is major issue. Due to
improper scheduling, project manager consumed a few
hours extra. It has enhanced completion time period which
leads to resource capability.
Database management: While implementing the process, a
few things were skipped and were not recorded in the
database. A few processes and activities were not recorded;
hence it created misconception while implementation. It
affects the documentation part and several blocks remained
blanked.

OUTCOMES
Evaluating the outcomes of the project, it can be said that positive and feasible results have
been derived yet. Project manager of Nexus ltd has evaluated the outcomes by the application of
varied tools and techniques.
However, in terms of comparing actual and expected outcomes, it can be said that both gives
different values. The expected time determined for the project is two months; however it is
completed within 64 days only; thus it is evident that the project is feasible and suitable for
Nexus ltd. The system proved to be beneficial for Nexus ltd because it has facilitated better
team work and along with the same, employees involved in the project management have also
learned many things.
 The estimated budget of the project is £120000; however the project took £114400 amount to
get completed. This depicts that resources have been adequately allocated in all the processes.

CONCLUSION
• It can be concluded from the above study that project management
and strategic management are interrelated with one another.
• The advice which is being offered by management consultant has
assisted in attaining desired set of outcomes in an effective manner.
• There is existence of several factors such as cost, time, quality
which plays critical role in the project development.
• Existence of resources in right amount is important in successful
implementation of project. This includes the resources such as
human, financial and technical.
• After monitoring the project it has been gained that CRM system
project has been implemented within estimated cost, time and
available resources.

RECOMMENDATIONS
Employees training in order to improve knowledge.
It needs to update its techniques for improving performance and
working culture.
Use of quality tools for enhancing performance this includes tools
such as control charts, six sigma, etc.
Scheduling of activities in Proper manner.
Recording of all the activities with their status, problems occurred,
solutions applied for handling, starting time, etc.

REFERENCES
Fan, Y., Thomas, M. and Anantatmula, V., 2014. A
Longitudinal Study of the Required Skills of Project
Managers. The Journal of Modern Project
Management. 1(3).
Garton, C. and McCulloch, E., 2012. Fundamentals of
technology project management. MC Press, LLC.
Lehmann, A. and et.al., 2013. Social aspects for
sustainability assessment of technologies—challenges
for social life cycle assessment (SLCA). The
International Journal of Life Cycle Assessment. 18(8).
pp.1581-1592.

THANK YOU!!