Project Plan: Nura Headphones Customer Satisfaction Improvement

This project plan outlines Nura Headphones' strategy to improve customer satisfaction and increase sales by implementing a customer relationship management (CRM) system. The plan encompasses detailed project scope and objectives, including strengthening communication, managing customer contact, and boosting brand awareness through social media, a CRM web system, kiosks, training, and advertising. The project's objectives include promptly addressing customer grievances, enhancing product awareness, improving product quality, increasing online presence, and continuously improving products based on customer feedback. The budget is estimated at $75,500, covering costs for kiosk development, website development, social media marketing, employee training, and salaries. The project is scheduled to take approximately seven weeks, involving various phases such as selecting a CRM system, developing a website, building a kiosk, and conducting employee training. Risk management includes addressing potential system crashes, stakeholder conflicts, reputation risks, and health concerns. The communication plan details how information will be disseminated among management, employees, and contractors. Quality management focuses on ensuring the CRM system's accuracy, functionality, and user-friendliness, alongside continuous improvement based on customer feedback. The plan also includes assumptions and appendices with budget details and a project timeline.

Running head: Nura Headphones-Customer satisfaction Improvement 1
Nura Headphones-Customer satisfaction Improvement
Name
Institution
Instructor
Date

NURA HEADPHONES-CUSTOMER SATISFACTION IMPROVEMENT 2
Nura Headphones-Customer satisfaction Improvement
Nura electronic intents to improve customer satisfaction in order to increase its customer base
and acceptance of the brand into the market. Before, the company has experienced limited brand
awareness and a low volume of sales because of the price of the product. Therefore, Nuru plans
to address the issue amicably by implementing customer management system which will
principate communication, customer feedback and organization flexibility. In return, the firm
will be able to attract more customers and earn more income.
Detailed Project Scope and objectives
The project plan intents to address prevailing issue by strengthening communication, and
manage contact and increase brand awareness. Development of social media presence, CRM web
system, kiosk, training, and advertisement will help establish a strong customer base, strong
brand, and quality customer service.
Detailed project (scope)
Nura company recognizes the importance of good customer experience as tools of gaining a
higher customer base and generating more sales. In effort to reach this, the company has to have
holistic overview of consumers’ needs and qualified personnel to deliver the required standard
of services. Therefore, the company has focused on five factors in order to achieve reach its
objectives.
Understanding customer needs: knowing the customer wants is invaluable for business as it will
be able to tailor its products and service to be congruent with consumer demands. Getting
customer-specific needs to call for collection and analysis of customer feedbacks (Meredith,
Mantel, S. J., & Shafer, 2017). Channels such as social media, emails, telephone calls, and
customer instant feedback at customer care desk are suitable for knowing what is required. The
company will get customer feedback from complains, suggestions and credit presented on
customer care desk, send an email and give a call to ask the customer about their shopping
experience and how they would love the firm to change (Mok, Shen, & Yang, 2015). This

NURA HEADPHONES-CUSTOMER SATISFACTION IMPROVEMENT 3
information is thus significant if they are implemented to hone consumer experience.
Providing suitable information. Giving customer right product description in terms of quality,
price, color, and other feature is critical to ensure that company product is distinguishable from
others. So a strong brand in the market will enable the customer to identify it and attach value to
it (Dehgani, & Jafari Navimipour, 2019). Hence the firm will embark on advertisement to
promote awareness of the product among potential customers. Also, data of available customers
will be assembled in order to keep in touch with client through email at least once after two
months or during release of the new product.
Listening to the customer. Effective communication is essential to get customer feedback and
respond promptly. Customer loves quick response to their concern and convenient manner
which they can communicate their mind. As such customer care desk will be established where
customers can be attended at any working our time together with the tall free number (Kerzner,
2017). Furthermore, online presence for the company will be strengthened by having a person
who will manage email and social and respond to grievances amicably.
Training employees: workers are the one who directly interacts with the customer and therefore
they are supposed to have required competencies and skills to deliver quality work. Identifying
the skills gap and addressing the skill gap is essential to allow worker to work effortlessly.
Consequently, human resources will conduct need analysis to inform method and type of
training, hiring and succession program (Lloyd-Walker, French, & Crawford, 2016). As such,
the firm will have individual with the right skills who will be able to test, produce and meet
organization needs enhancing productivity and improve customer experience in long run.
Setting up centers in various regions is among the agenda of Nura. Nura intends to build several
kiosks that will be accessible to any customer who seeks firm services. These small branched
will solves products issue and promotes products to sell over specific geographical regions
(Noe, Hollenbeck, Gerhart, & Wright, 2017). Moreover, the center will promote firm products
by explaining to visitor about the company and distributing flyers and pamphlets (Meredith,
Mantel, & Shafer, 2017).
Project Objectives:

NURA HEADPHONES-CUSTOMER SATISFACTION IMPROVEMENT 4
1. Grapple customer grievances promptly- the firm aims at addressing all issue
immediately and without any delay
2. Enhance product awareness through social media presence, email marketing, and
distributing flyers and pamphlets. This a bold step to popularise company products.
3. Quality management- the main objective is to increase product quality to gain a
competitive edge.
4. Increase online presence- use modern technologies such as social media to
communicate and reach potential customers.
5. Continuously improve products by getting constant feedback from the product
users.
Budget
The estimated budget for the project is $75,500. This includes the total cost for developing a
kiosk, a website, training, and advertisement. A significant amount is allocated to development
of kiosk as it involves setting another customer care center in other regions which will be
specifically be used to promote company product, serve customer complain and support the
brand. With this, $40,000 will be pumped to equip the store with necessary items. Flyer and
pamphlet worth $1,500 will further distribute at this place. Also, a website worth $15,500 will be
developed. This will be an upgrade existing website to integrate 24hr/7 live chat and comment
section which customers will be able to leave feedback and product reviews once a product is
purchased. The two facets will be critical in collecting real-time information as every customer
can access any time. Furthermore, social media marketing and focusing on maintaining social
media will cost $3000. This consists of Facebook, Twitter, Instagram, and YouTube ads to
improve online presence. Employee training and development to enhance their customer service
will cost $3000. This covers the material and all resources that will be used to identify gaps and
provide the necessary education. Lastly, employee who will be in charge of social media, and
kiosk, customer support will cost $15,000. Total cost and details about costs are further provided
in the appendix.
Project Timeline & Milestones

NURA HEADPHONES-CUSTOMER SATISFACTION IMPROVEMENT 5
The project will take approximately seven weeks to complete. There are two phases with four
stages. Each phase includes selecting, choosing a team, implementation, gathering data,
analyzing and implementation the changes. Developing a website and a kiosk. These two
projects will be carried out simultaneously and various parties will take part in every stage.
Namely, project manager, web analyst, customer service manager, sales manager, operation
manager, human resource manager, and marketing manager. They will work together to see the
program successful.
The project manager will be run the overall project, provide update and report to management.
Web analysis on the hand will be able to design, write content, program, launch, and maintain
the website. Human resource manages the worker, facilitate training and direct the employee
(Dumont, Gibson & Fish, 2017). Sales and marketing managers are responsible for collecting
feedback and interpreting, recommends Human resources to manage the changes. The customer
service manager implements the recommendation which will enhance proper customer care
services.
A specific role, actions, timeline, and action are detailed described under table 2. The web is
expected to start on 1st August and be completed on 30th November. Kiosk development starts on
1st November and completed on 15th November to 25th while training will take 16th to 29th. Data
gathering will be done continuously and completed on 25th 2019.
Risk Management Plan
Project charter identified certain risk factors that are likely to impact project success. Identifying
such is valuable because strategies to counter adverse effects can be planned (Project
Management Institute, 2017). The project is threatened by system crush, stakeholder conflict,
reputation risk, limited budget, and health concern. These issues have been identified and
contingency plan initiated to cushion it. Health concerns can be experienced due to time spend to
operate the computer. Considering this, health and safety issues put forth by OSHA standards
(Lipiäinen, 2015). The risk associated with crush of the websites is moreover a challenge. To
handle it, the organization will seek reputable and qualified personnel to steer web development.

NURA HEADPHONES-CUSTOMER SATISFACTION IMPROVEMENT 6
Further, amount allocated to various projects is sufficient and does not account for market
changes. Requesting supplementary budget from the management is seen to be ideal risk
management plan. Additionally, stakeholder conflict may arise during the project. At initiating
stage, memorandum of understanding has drafted how issue is to be solved in case of any
misunderstanding. Lastly, inadequate knowledge about CRM system may encounter human
resource team and therefore, training and development will be established to provide any skill
gap that will be identified during the implementation stage. These types of risks are summarized
in table 4.
Communication
Communication among management, employees, and contractors is so important (Project
Management Institute, 2013). A variety of ways will be used to disseminate information.
Employees will receive information through a memo that will be pinned on the notice board.
Also they will be emailed where personal messages or feedback is sought. For the project
manager, he will be in constant communication with parties through meetings, emails, reports,
and phone calls (Project Management Institute, 2017). The consumer will be communicated
through email, website, during purchase and phone calls. Lastly, contractor will mainly be
contacted through email, letters, and reports. A comprehensive communication method,
frequency, and activity are shown in table 3.
Quality management
The CRM system should be developed and run within six weeks. The system should have
impeccable grammar, correct spelling and punctuation and use simple language which is easy to
understand (Rajablu, Marthandan, & Yusoff, 2015; Jung, Lee, Yap, & Ineson, 2015). Secondly,
all links should be working and the website is professional and reflects the required standard
(Burke, 2013).

NURA HEADPHONES-CUSTOMER SATISFACTION IMPROVEMENT 7
The institution will use continuous improvement to enhance the quality of its product to meet the
market demand (Project Management Institute, 2017). Currently, the firm is customized
individual sound which allows individuals to define their own sound so that the company
provides customer-centric service. Apart from this, the company will seek to improve the quality
of product by integrating customer suggestions and put the preference for its future products.
This suggestion will be collected from comments on social media and websites, and feedback
sent through email, kiosk, customer services center and directly from the users. As such,
customer will have variety of choice which meets their demand.
The quality of customer service will also continually improved. The customer method preference
method of communication will be considered in order to receive their feedback and suggestion.
Giving the listening ear will make them feel the company is concerned about them hence
increased level of satisfaction (Schwalbe, 2015). Furthermore, availability of trained passionate
team who will be taking charge of the customer will handle all the processes with due diligence.
Therefore, improving customer satisfaction.
Assumptions
The work will be completed within the required time
The cost of the project will not vary within the estimated time (Clark, 2019).
There will be no business interruption during project work
The contractor will manage the work successfully

NURA HEADPHONES-CUSTOMER SATISFACTION IMPROVEMENT 8
Appendix
Table 1: Budget
Cost Area Details Estimated Cost
development of content Expertise meeting to plan
for the project
$2000
Developing a strong online
presence
Designing and managing
social media
$3000
Developing kiosk Establishing and equipping
the kiosk
$40,000
Promotional material Flyers, and pamphlets and
newsletters
$1500
Training Customer service $3000
Developing CRM System Website 15,500
Employees Salaries and wages 10,500
Total $75,500
Table 2: Project Timeline & Milestones
Project Area Actions Responsibility Scheduled Start Scheduled Finish
Selecting the right
CRM System Project manager 1st August 2019 4th August 2019

NURA HEADPHONES-CUSTOMER SATISFACTION IMPROVEMENT 9
Selecting an
implementation
Plan
Develop web site
brief
Application web
analyst 4th August 2019 7th August 2019
determining web site
developers
Application web
analyst 5th August 2019 6th August 2019
Review quotes Sales manager 5th August 2019 7th August 2019
Identify successful
web site developer
Marketing
manager 6th August 2019 7th August 2019
Arranging a team
for CRM
Approving start of
the project Project manager 8th July 2019 10th August 2019
Review content,
provision of
feedback and
development phase
(Solimun, &
Fernandes, 2018)
Customer service
manager 9th August 2019 10th August 2019
Gathering feedback
from Employees
Marketing
manager/project
manager
11th August 2019 13th August 2019
Taking a step as per
the feedback 13th August 2019 20th August 2019Marketing
manager
Planning proposal 25th October 2019 30th November
2019

NURA HEADPHONES-CUSTOMER SATISFACTION IMPROVEMENT 10
Kiosk set up 1st November 2019 15th November
2019
Opening of KIOKS
for customer
Marketing
manager 15th November 2019 25th November
2019
workers training Human resource
manager 16th November 2019 25th November
2019
Poster, Pamphlets
and, flyer
Marketing
manager 21st November 2019 23rd November
2019
Gathering feedback
from employees Project manager 24th November 2019 24th November
2019
Table 3: Communication plan
Internal/external Stakeholder Level
of
influen
ce
How often to
communicate
Method of
communic
ation
Stage of
project
activity
Project
manager
High Daily Meeting,
report, and
email
All stages Approval of the
project
Sales manager Mediu
m
When needed Email,
meeting
Implementa
tion
Content creation
Operation
manager
High Daily Meeting,
report,
email, and
call
All stages Approval of the
project
Monitoring
Evaluation
Implementation
Web analyst High Daily Meetings,
emails,
All stage Web
development

NURA HEADPHONES-CUSTOMER SATISFACTION IMPROVEMENT 11
report
Employees mediu
m
Weekly Memo,
meeting,
emails
Start,
implementat
ion and
completion
Suggestions
Customers High Monthly Social
media,
newspaper
, email,
and face to
face
Throughout
foundation,
and
Completion
Suggestions
Table 3: Risk management
Risk Likelihoo
d
Severit
y
Treatment/Control Methods
System crashing low 15% Hiring renown and qualified
web design team
Inadequate knowledge regarding
CRM system
Low 150% Training the team before the
project starts.

NURA HEADPHONES-CUSTOMER SATISFACTION IMPROVEMENT 12
Reputation risk: High 30% Advertisement
Sale Promotions
Shareholder conflicts Clear Memorandum of
understanding
Limited budget medium 40% Seek more financial support
from top management
Health concerns related computers use
such as back pains and eye problems
high 60% Ensure the required health and
safety policies are in place.
Reference

NURA HEADPHONES-CUSTOMER SATISFACTION IMPROVEMENT 13
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