ICT352 - CRM System Implementation Project Plan for TOSIG Report

This report presents a comprehensive project plan for the implementation of a CRM system at Tier One Suppliers Insurance Group (TOSIG), addressing the challenges of re-entering information and aiming to enhance sales opportunities. The plan outlines project goals, objectives, and deliverables, aligning them strategically with the organization's needs. Key components include a detailed project schedule with milestones, project requirements, limits, exclusions, and a work breakdown structure. The report further elaborates on time and cost management strategies, resource allocation, risk management, and a communication management plan, all essential for the successful execution and closure of the CRM implementation project within the specified timeframe and budget. The document includes tables detailing timelines, cost breakdowns, and resource allocation, providing a thorough overview of the project's management and execution.

Running head: PROJECT MANAGEMENT
Case Study- Tier One Suppliers Insurance Group
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 the 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 management and Cost management.............................................................................7
3.1 Time management............................................................................................................7
3.2 Cost management...........................................................................................................10
4. Resource management.........................................................................................................16
5. Risk management.................................................................................................................17
6. Communication management...............................................................................................21

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PROJECT MANAGEMENT
1. Project background
1.1 Project background
The paper mainly reflects on the implementation of CRM system for the organization
“TOSIG” that generally engages in offering insurance to the suppliers of Tier one for making
improvements related with fencing, storage silos, stock yards and more. It is identified that
currently, the organization is facing lot of challenges and issues due to the process of re-
entering information within the system of the organization by the insurance agents after
inspecting the property. This process is time consuming and TOSIG realizes that they are
missing the opportunities of selling more insurance. Thus in order to resolve the issues ad
challenges, the organization wants to upgrade their entire information system by
implementing the CRM system. It is found that by upgrading the information system the
organization will get opportunity of selling more number of insurances to the customers.
1.2 Project goal
The main goal of the organization is to resolve the challenges that TOSIG is facing
due to its current system of re-entering information within the database by updating the
information system of the organization with the implementation of the CRM system. In
addition to tis, it is found that with the implementation of CRM system, the organization also
get the opportunity of selling more number of insurances to the customers.
1.3 Project objective
The objectives of the projects are as follows:
 Implementation of CRM system within the organization
 To minimize the time, the insurance agents spends in entering data
 To enhance the opportunity of selling more number of insurances to the clients

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PROJECT MANAGEMENT
1.4 Project Deliverable
The deliverables of the project are listed below:
 Development of project prototype
 Configuration plan
 Transferring data
 Connecting with database
 Query testing
 Response time testing
 Software testing
 Acceptance testing
 Data warehouse testing
 Connection testing
1.5 Strategic alignment of the project
The project “implementation of CRM system “within the organization TOSIG is done
by aligning the needs of the organization with the system. It is found that the system is
mainly implemented in order to achieve the objectives as well as goals of the organization.
The demands as well as needs of the organization are identified and as per the need, the
project is aligned with the demands of the organization so that the implementation of the
CRM system will become helpful for the entire organization.
2. Project schedule
2.1 Milestone
The milestones for the project “implementation of the CRM system” are reflected in
the table below:

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PROJECT MANAGEMENT
Task Name Completion date
Milestone 1: Completion of project initiation phase Mon 28-05-18
Milestone 2: Completion of planning phase Thu 14-06-18
Milestone 3:Completion of execution phase Fri 07-09-18
Milestone 4: Completion of project closure phase Thu 13-09-18
2.2 Project requirements
The main requirements of the project are listed below:
Software: The software requirements of the project mainly includes
 CRM development software
 Designing tool
Hardware: The software requirements of the project mainly include the following:
 Multiple monitors
 Advanced CPU
 High processing RAM
Human resources: The human resources that are needed for the project are as follows:
 Business analysts
 Programmer_1
 Programmer_2
 Database developer
 Graphical user interface developer
 Tester
 Administration officer

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PROJECT MANAGEMENT
2.3 Limits and exclusions
The limits and exclusions of the project are listed below:
 The project needs to be finished with the approved budget otherwise, the project
manager will face difficulty in finishing development of CRM system
 The development of the CRM system should be completed within 96 days
otherwise the project will get delayed
 Experienced project managers should be present for finishing the project within
the expected deadline
 Utilization of scope of the project otherwise it would be quite difficult to finish
the entire project on time as per the assumption.
2.4 Work process breakdown schedule
Work process breakdown schedule is defined as one of the spine of project
management that helps in reflecting clear performance expectation for the project so that the
entire objectives of the project can be properly achieved. The work process breakdown
schedule for the project “implementation of CRM system” is provided below:
WBS Task Name
0 Implementation of CRM system
1 Project initiation phase
1.1 Developing the business plan
1.2 Identification of requirements
1.3 Cost benefit analysis
1.4 Identifying activities of project
1.5 Project charter establishment
1.6 Team members appointment

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PROJECT MANAGEMENT
1.7 Milestone 1: Completion of project initiation phase
2 Planning phase of the project
2.1 Developing the project plan
2.2 Creating project resource plan
2.3 Creating financial plan
2.4 Developing quality plan
2.5 Creating acceptance plan
2.6 Developing communication plan
2.7 Milestone 2: Completion of planning phase
3 Execution phase of the project
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 Post project review

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PROJECT MANAGEMENT
4.2 Sign off from the project stakeholders
4.3 Go live
4.4 Milestone 4: Completion of project closure phase
3. Time management and Cost management
3.1 Time management
It is identified that the time of the project is mainly tracked easily with the help of the
schedule. The project manager utilizes the schedule of the project that is created in the
planning phase for ensuring that they are on the right path. The entire schedule for the project
is provided below:
WBS Task Name Duration Start Finish
0 Implementation of CRM system 94 days
Mon 07-
05-18
Thu 13-
09-18
1 Project initiation phase 16 days
Mon 07-
05-18
Mon 28-
05-18
1.1 Developing the business plan 4 days
Mon 07-
05-18
Thu 10-
05-18
1.2 Identification of requirements 2 days
Fri 11-05-
18
Mon 14-
05-18
1.3 Cost benefit analysis 2 days
Tue 15-
05-18
Wed 16-
05-18
1.4 Identifying activities of project 3 days Thu 17- Mon 21-

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PROJECT MANAGEMENT
05-18 05-18
1.5 Project charter establishment 3 days
Tue 22-
05-18
Thu 24-
05-18
1.6 Team members appointment 2 days
Fri 25-05-
18
Mon 28-
05-18
1.7
Milestone 1: Completion of project
initiation phase
0 days
Mon 28-
05-18
Mon 28-
05-18
2 Planning phase of the project 15 days
Tue 29-
05-18
Mon 18-
06-18
2.1 Developing the project plan 3 days
Tue 29-
05-18
Thu 31-
05-18
2.2 Creating project resource plan 2 days
Fri 01-06-
18
Mon 04-
06-18
2.3 Creating financial plan 3 days
Tue 05-
06-18
Thu 07-
06-18
2.4 Developing quality plan 2 days
Fri 08-06-
18
Mon 11-
06-18
2.5 Creating acceptance plan 3 days
Tue 12-
06-18
Thu 14-
06-18
2.6 Developing communication plan 2 days
Fri 15-06-
18
Mon 18-
06-18
2.7
Milestone 2: Completion of planning
phase
0 days
Thu 14-
06-18
Thu 14-
06-18
3 Execution phase of the project 59 days Tue 19- Fri 07-09-

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PROJECT MANAGEMENT
06-18 18
3.1 Development of project prototype 9 days
Tue 19-
06-18
Fri 29-06-
18
3.2 Configuration plan 9 days
Mon 02-
07-18
Thu 12-
07-18
3.3 transferring data 5 days
Fri 13-07-
18
Thu 19-
07-18
3.4 Connecting with database 9 days
Fri 20-07-
18
Wed 01-
08-18
3.5 Query testing 6 days
Thu 02-
08-18
Thu 09-
08-18
3.6 Response time testing 4 days
Fri 10-08-
18
Wed 15-
08-18
3.7 Software testing 6 days
Thu 16-
08-18
Thu 23-
08-18
3.8 Acceptance testing 6 days
Fri 24-08-
18
Fri 31-08-
18
3.9 Data warehouse testing 4 days
Mon 03-
09-18
Thu 06-
09-18
3.10 Connection testing 1 day
Fri 07-09-
18
Fri 07-09-
18
3.11
Milestone 3:Completion of execution
phase
0 days
Fri 07-09-
18
Fri 07-09-
18
4 Closure phase 4 days Mon 10- Thu 13-

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PROJECT MANAGEMENT
09-18 09-18
4.1 Post project review 2 days
Mon 10-
09-18
Tue 11-09-
18
4.2 Sign off from the project stakeholders 1 day
Wed 12-
09-18
Wed 12-
09-18
4.3 Go live 1 day
Thu 13-
09-18
Thu 13-
09-18
4.4
Milestone 4: Completion of project
closure phase
0 days
Thu 13-
09-18
Thu 13-
09-18
3.2 Cost management
In order to manage the cost of the project, it is very much necessary for the project
manager to focus on the cost related plan that is created by the project manager in the
planning phase. The plan that is created after assumptions requires to be followed for tracking
project budget.
WBS Task Name Duration Start Finish Predecessors Resource Names Cost
0
Implementatio
n of CRM
system
94 days
Mo
n
07-
05-
18
Thu
13-
09-18
$
49,760.00
1 Project
initiation phase
16 days Mo
n
07-
05-
Mon
28-
05-18
$
8,320.00

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PROJECT MANAGEMENT
18
1.1
Developing
the business plan
4 days
Mon
07-
05-
18
Thu
10-
05-18
Business analysts
$
1,600.00
1.2 Identification of
requirements
2 days
Fri
11-
05-
18
Mon
14-
05-18
2 Project manager
$
1,360.00
1.3
Cost benefit
analysis
2 days
Tue
15-
05-
18
Wed
16-
05-18
3 Business analysts $ 800.00
1.4
Identifying
activities of
project
3 days
Thu
17-
05-
18
Mon
21-
05-18
4 Project manager
$
2,040.00
1.5
Project
charter
establishment
3 days
Tue
22-
05-
18
Thu
24-
05-18
5 Project manager
$
2,040.00
1.6 Team
members
appointment
2 days Fri
25-
05-
Mon
28-
05-18
6 Administration officer $ 480.00