ICT352 - Project Management: TOSIG CRM Implementation Case Study

This case study examines the Tier One Suppliers Insurance Group (TOSIG) project focused on upgrading their information system through the implementation of a Customer Relationship Management (CRM) system. The project aims to reduce data re-entry time, enabling the organization to provide insurance services to more clients. Key objectives include CRM implementation, time reduction, and increased insurance opportunities. Deliverables encompass data evaluation, growth analysis, API mapping, routine development and testing, data compliance, and import. The study details the project's strategic alignment, schedule with milestones, hardware and software requirements, human resources, and limitations. It further breaks down the work process, time management with a detailed schedule, and cost management with a budget of $88,760. The case study also addresses resource and risk management, a communication plan, and provides recommendations for successful CRM implementation. This project demonstrates how TOSIG aims to improve efficiency and expand its customer base through strategic technology upgrades.

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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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 Milestones........................................................................................................................3
2.2 Project requirements.........................................................................................................4
2.3 Limits and exclusions.......................................................................................................4
2.4 Work/ process breakdown schedule.................................................................................5
3. Time and cost management....................................................................................................8
3.1 Time management............................................................................................................8
3.2 Cost management...........................................................................................................13
4. Resource management.........................................................................................................17
5. Risk management.................................................................................................................18
6. Communication management plan.......................................................................................19
7. Conclusion and recommendation.........................................................................................20
Bibliography.............................................................................................................................21

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1. Project Background
1.1 Project Background
The paper mainly reflects on the organization “TOSIG” which generally assists in
offering insurances to the various suppliers who are associated with Tier One for making
number of improvements related with fencing, stocky yards, storage silos as well as
machinery. The insurance agents mainly visit the site and after inspecting the site they return
to the office for re-entering details. It is found that re-entering details within the system of the
organization is quite time consuming and the organization realizes that due to this issue they
are facing issues in providing more insurances to the people. In order to mitigate this issue,
higher authority of the organization, decided to upgrade the information system of the
organization with the implementation of CRM system. It is found that implementation of
CRM system is quite advantageous for the business as it not only helps in resolving issues but
also helps in minimizing the time that is needed for re-entering data.
1.2 Project goal
The main goal of the project is to upgrade the information system of the organization
by implementing customer relationship management system so that the organization can be
able to provide proper service to the customers in a very much less time. In addition to this,
they also get the opportunity of providing the facility of insurance to more number of people.
1.3 Project objective
The objectives of the project are as follows:
 To implement the customer relationship management system
 To reduce the time that is required for re-entering data within the system of the
organization

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 To provide appropriate opportunity of providing insurance to more people
1.4 Project Deliverable
The deliverable of the project are as follows:
 Evaluation of data exports
 Analyzing growth in the list
 Mapping trial data to API
 Routine development
 Routine testing
 Data compliance confirmation
 Data import
1.5 Strategic alignment of project
It is found that strategic alignment of the project with the requirements as well as
demands of the organization is very much necessary. If the needs as well as requirements of
the project are properly known then it can be easily gained with the project for fulfilling the
objectives as well as goals of the organization. Proper alignment of project with business
objectives is quite beneficial for the organization to achieve the goals successfully.
2. Project Schedule
2.1 Milestones
The project milestones are provided in the table below:
Milestone Completion date
Milestone 2: New platform preparation completed Wed 19-09-18
Milestone 3: Analysis of existing platform completed Thu 25-10-18
Milestone 4: Importing Data completed Thu 17-01-19

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Milestone 5: project Hand over completed Fri 22-02-19
2.2 Project requirements
The requirements of the project include:
Hardware requirement: The hardware requirements that are needed for
implementing the CRM system are provided below:
 RAM
 Advanced operating system
 Multiple number of monitors
Software requirement: The software requirements that are generally required for
implementing the CRM system are listed below:
 Zoho
 Online designing tool
Human resource requirement: The human resources that are needed for the
implementation of the CRM system are provided below:
 Database developer
 Business analyst
 Programmer_1
 Programmmer_2
 Administration officer
 Tester
 Project manager
 Graphical user interface developer

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2.3 Limits and exclusions
The limits and exclusions are listed below:
 The limits and exclusions of the project are listed below:
It is necessary to finish the project within 192 days
 It is quite essential to utilize the budget properly that is approved because no more
budget will be provided by the sponsor
 Utilization of resources effectively otherwise the project will face difficulty in
completion
2.4 Work/ process breakdown schedule
The work process breakdown schedule is provided below:
WBS Task Name
1 Development of CRM system
1.1 Project Planning
1.1.1 Elaborating project objectives
1.1.2 Milestone estimation
1.1.3 Migration plan development
1.1.3.1 Definition of methods
1.1.4 Defining audit control reports
1.1.5 Definition of quality management
1.1.5.1 Identifying risks
1.1.5.2 Defining testing plans
1.1.5.3 Defining plans of rollback
1.1.5.4 Defining system run
1.1.5.5 Budget estimation

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1.1.5.6 HR planning
1.1.5.7 Executing Kick-off meeting
1.1.5.8 Milestone 1: Planning completed
1.2 New platform preparation
1.2.1 API review
1.2.2 API review
1.2.3 Existing system review
1.2.4 Customer relationship management
1.2.5 Identification of customer demand
1.2.6 migration of data
1.2.7 Documentation of requirement
1.2.8 Business rules
1.2.9 Configuring system
1.2.10 Milestone 2: New platform preparation completed
1.3 Existing platform and devices identification
1.3.1 Defining project specifications
1.3.2 Distribution of mobile devices
1.3.3 Task review and quality assurance
1.3.3.1 Evaluation of data exports
1.3.3.2 Analyzing growth in the list
1.3.3.3 Milestone 3: Analysis of existing platform completed
1.4 Import services routine
1.4.1 Mapping trial data to API

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1.4.2 Routine development
1.4.3 Routine testing
1.4.4 Data compliance confirmation
1.4.5 Data import
1.4.6 Quality Assurance
1.4.6.1 Scheduling staff
1.4.6.2 Schedule testing
1.4.6.3 Reviewing test results
1.4.6.4 Testing documentation
1.4.7 Evaluation of new clients
1.4.7.1 Reviewing QA
1.4.7.2 Milestone 4: Importing Data completed
1.5 Project closure
1.5.1 Bugs and glitches fixing process definition
1.5.2 patching and maintaining schedule
1.5.3 Documentation
1.5.4 Manual Data Fixing
1.5.5 Project Hand Over
1.5.6 Milestone 5: project Hand over completed

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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 it is necessary to follow the
schedule of the project that is created in the planning phase of the project. The schedule of the
project that requires to be followed for tracking time is provided below:
WBS Task Name Duration Start Finish
1 Development of CRM system 192 days Thu 31-05-18 Fri 22-02-19
1.1 Project Planning 42 days Thu 31-05-18 Fri 27-07-18
1.1.1
Elaborating project
objectives
2 days Thu 31-05-18 Fri 01-06-18
1.1.2 Milestone estimation 3 days Mon 04-06-18 Wed 06-06-18
1.1.3
Migration plan
development
2 days Thu 07-06-18 Fri 08-06-18
1.1.3.1 Definition of methods 2 days Thu 07-06-18 Fri 08-06-18
1.1.4 Defining audit control reports 2 days Mon 11-06-18 Tue 12-06-18
1.1.5
Definition of quality
management
33 days Wed 13-06-18 Fri 27-07-18
1.1.5.1 Identifying risks 3 days Wed 13-06-18 Fri 15-06-18
1.1.5.2 Defining testing plans 3 days Mon 18-06-18 Wed 20-06-18
1.1.5.3 Defining plans of rollback 3 days Thu 21-06-18 Mon 25-06-18
1.1.5.4 Defining system run 4 days Tue 26-06-18 Fri 29-06-18
1.1.5.5 Budget estimation 4 days Mon 02-07-18 Thu 05-07-18
1.1.5.6 HR planning 6 days Fri 06-07-18 Fri 13-07-18

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1.1.5.7
Executing Kick-off
meeting
10 days Mon 16-07-18 Fri 27-07-18
1.1.5.8
Milestone 1: Planning
completed
0 days Fri 27-07-18 Fri 27-07-18
1.2 New platform preparation 38 days Mon 30-07-18 Wed 19-09-18
1.2.1 API review 5 days Mon 30-07-18 Fri 03-08-18
1.2.2 API review 4 days Mon 06-08-18 Thu 09-08-18
1.2.3 Existing system review 6 days Fri 10-08-18 Fri 17-08-18
1.2.4
Customer relationship
management
2 days Mon 20-08-18 Tue 21-08-18
1.2.5
Identification of customer
demand
5 days Wed 22-08-18 Tue 28-08-18
1.2.6 migration of data 3 days Wed 29-08-18 Fri 31-08-18
1.2.7
Documentation of
requirement
7 days Mon 03-09-18 Tue 11-09-18
1.2.8 Business rules 2 days Wed 12-09-18 Thu 13-09-18
1.2.9 Configuring system 4 days Fri 14-09-18 Wed 19-09-18
1.2.10
Milestone 2: New platform
preparation completed
0 days Wed 19-09-18 Wed 19-09-18
1.3
Existing platform and
devices identification
34 days Thu 20-09-18 Tue 06-11-18
1.3.1
Defining project
specifications
6 days Thu 20-09-18 Thu 27-09-18

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1.3.2
Distribution of mobile
devices
8 days Fri 28-09-18 Tue 09-10-18
1.3.3
Task review and quality
assurance
20 days Wed 10-10-18 Tue 06-11-18
1.3.3.1 Evaluation of data exports 6 days Wed 10-10-18 Wed 17-10-18
1.3.3.2
Analyzing growth in the
list
5 days Thu 18-10-18 Wed 24-10-18
1.3.3.3
Milestone 3: Analysis of
existing platform completed
9 days Thu 25-10-18 Tue 06-11-18
1.4 Import services routine 52 days Wed 07-11-18 Thu 17-01-19
1.4.1 Mapping trial data to API 7 days Wed 07-11-18 Thu 15-11-18
1.4.2 Routine development 4 days Fri 16-11-18 Wed 21-11-18
1.4.3 Routine testing 5 days Thu 22-11-18 Wed 28-11-18
1.4.4
Data compliance
confirmation
8 days Thu 29-11-18 Mon 10-12-18
1.4.5 Data import 5 days Tue 11-12-18 Mon 17-12-18
1.4.6 Quality Assurance 20 days Tue 18-12-18 Mon 14-01-19
1.4.6.1 Scheduling staff 6 days Tue 18-12-18 Tue 25-12-18
1.4.6.2 Schedule testing 7 days Wed 26-12-18 Thu 03-01-19
1.4.6.3 Reviewing test results 4 days Fri 04-01-19 Wed 09-01-19
1.4.6.4 Testing documentation 3 days Thu 10-01-19 Mon 14-01-19
1.4.7 Evaluation of new clients 3 days Tue 15-01-19 Thu 17-01-19
1.4.7.1 Reviewing QA 3 days Tue 15-01-19 Thu 17-01-19
1.4.7.2 Milestone 4: Importing 0 days Thu 17-01-19 Thu 17-01-19

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Data completed
1.5 Project closure 26 days Fri 18-01-19 Fri 22-02-19
1.5.1
Bugs and glitches fixing
process definition
5 days Fri 18-01-19 Thu 24-01-19
1.5.2
patching and maintaining
schedule
5 days Fri 25-01-19 Thu 31-01-19
1.5.3 Documentation 6 days Fri 01-02-19 Fri 08-02-19
1.5.4 Manual Data Fixing 4 days Mon 11-02-19 Thu 14-02-19
1.5.5 Project Hand Over 6 days Fri 15-02-19 Fri 22-02-19
1.5.6
Milestone 5: project Hand
over completed
0 days Fri 22-02-19 Fri 22-02-19