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

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Figure 1: Gantt chart
(Source: Created by Author)

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3.2 Cost management
The budget that is needed for developing the project will be around 88,760. It is found
that in order to manage the cost of the project it is necessary to track the cost pf the project as
per the plan that is generally provided below:
WBS Task Name Duration Resource Names Cost
1
Development of CRM
system
192 days $88,760.00
1.1 Project Planning 42 days $18,480.00
1.1.1
Elaborating project
objectives
2 days Project manager $1,360.00
1.1.2 Milestone estimation 3 days Project manager $2,040.00
1.1.3
Migration plan
development
2 days $800.00
1.1.3.1 Definition of methods 2 days Business analyst $800.00
1.1.4
Defining audit control
reports
2 days Business analyst $800.00
1.1.5
Definition of quality
management
33 days $13,480.00
1.1.5.1 Identifying risks 3 days
Administration
officer
$720.00
1.1.5.2 Defining testing plans 3 days Tester $960.00
1.1.5.3
Defining plans of
rollback
3 days Project manager $2,040.00
1.1.5.4 Defining system run 4 days Database developer $1,600.00

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1.1.5.5 Budget estimation 4 days Project manager $2,720.00
1.1.5.6 HR planning 6 days
Administration
officer
$1,440.00
1.1.5.7
Executing Kick-off
meeting
10 days Business analyst $4,000.00
1.1.5.8
Milestone 1: Planning
completed
0 days $0.00
1.2 New platform preparation 38 days $19,280.00
1.2.1 API review 5 days Programmer_1 $2,000.00
1.2.2 API review 4 days
Administration
officer
$960.00
1.2.3 Existing system review 6 days
Administration
officer
$1,440.00
1.2.4
Customer relationship
management
2 days
Programmer_1,Grap
hical user interface
developer
$1,600.00
1.2.5
Identification of customer
demand
5 days Business analyst $2,000.00
1.2.6 migration of data 3 days
Programmmer_2,Dat
abase developer
$2,400.00
1.2.7
Documentation of
requirement
7 days Database developer $2,800.00
1.2.8 Business rules 2 days Administration
officer, Business
$1,280.00

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analyst
1.2.9 Configuring system 4 days
Programmmer_2,Dat
abase developer,
Graphical user
interface developer
$4,800.00
1.2.10
Milestone 2: New
platform preparation
completed
0 days $0.00
1.3
Existing platform and
devices identification
34 days $12,720.00
1.3.1
Defining project
specifications
6 days Business analyst $2,400.00
1.3.2
Distribution of mobile
devices
8 days
Graphical user
interface developer,
Database developer
$6,400.00
1.3.3
Task review and quality
assurance
20 days $3,920.00
1.3.3.1
Evaluation of data
exports
6 days Tester $1,920.00
1.3.3.2
Analyzing growth in the
list
5 days Business analyst $2,000.00
1.3.3.3
Milestone 3: Analysis of
existing platform completed
9 days $0.00
1.4 Import services routine 52 days $26,480.00

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1.4.1 Mapping trial data to API 7 days
Administration
officer,Programmer_
1
$4,480.00
1.4.2 Routine development 4 days $0.00
1.4.3 Routine testing 5 days
Business analyst,
Database developer
$4,000.00
1.4.4
Data compliance
confirmation
8 days
Programmmer_2,Gra
phical user interface
developer
$6,400.00
1.4.5 Data import 5 days
Database
developer,Programm
er_1
$4,000.00
1.4.6 Quality Assurance 20 days $6,400.00
1.4.6.1 Scheduling staff 6 days Tester $1,920.00
1.4.6.2 Schedule testing 7 days Tester $2,240.00
1.4.6.3 Reviewing test results 4 days Tester $1,280.00
1.4.6.4 Testing documentation 3 days Tester $960.00
1.4.7 Evaluation of new clients 3 days $1,200.00
1.4.7.1 Reviewing QA 3 days Database developer $1,200.00
1.4.7.2
Milestone 4: Importing
Data completed
0 days $0.00
1.5 Project closure 26 days $11,800.00
1.5.1
Bugs and glitches fixing
process definition
5 days Tester $1,600.00

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1.5.2
patching and maintaining
schedule
5 days Project manager $3,400.00
1.5.3 Documentation 6 days
Administration
officer
$1,440.00
1.5.4 Manual Data Fixing 4 days Tester $1,280.00
1.5.5 Project Hand Over 6 days Project manager $4,080.00
1.5.6
Milestone 5: project Hand
over completed
0 days $0.00
4. Resource management
The resources that are associated with the project are listed below:
Resource Name Type Std. Rate
Database developer Work $50.00/hr.
Business analyst Work $50.00/hr.
Programmer_1 Work $50.00/hr.
Programmmer_2 Work $50.00/hr.
Administration officer Work $30.00/hr.
Tester Work $40.00/hr.
Project manager Work $85.00/hr.
Graphical user interface developer Work $50.00/hr.
5. Risk management
Risk Description Impact Probability Responsible
person
Mitigation

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Improper
schedule
The
schedule of
the project is
not managed
properly
which leads
to delay
within the
project.
High High Project
manager
It is very
much
necessary to
track the
schedule of
the project
on a regular
basis.
Budget
shortfall
If the
schedule of
the budget is
not tracked
properly then
it generally
causes
financial
challenges.
Medium High Financial
manager
It is
necessary to
analyze the
budget with
the help of
the earned
vale
analysis.
Improper
management
If the
project
manager is
not able to
manage the
project
effectively
Medium Medium Project
manager
It is
necessary to
hire
experienced
project
manager

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PROJECT MANAGEMENT
then it can
cause delay
within the
project.
Inappropriate
migration of
data
If the data
are not
properly
migrated
then it can
cause lot of
technical
issue.
High High Technical
engineer
It is
necessary to
migrate the
data properly
for avoiding
technical
issue
6. Communication management plan
Audience Message Frequency Vehicle Owner
IT team
members
Discusses about
the challenges
as well as issues
related with
project
Weekly Email,
conference
Technical
analyst
Team members Provides proper
overview on the
scope and
objectives of the
project
Once Email,
conference
Project manager

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Project manager Discusses the
status of the
project
Monthly Email,
conference
Project team
leader
7. Conclusion and recommendation
It can be concluded from the entire assignment that upgradation of information
system by implementing CRM system is quite advantageous for the organization TOSIG.
This is because it not only assists in resolving the issues and problems of the organization but
also helps in minimizing the time that is required in re-entering information within the system
of TOSIG. It is found that the implementation of CRM system also assists in enhancing the
opportunity of business growth. In spite of the advantages, the project faces number of issues
and challenges that needs to be resolved. It is found that in order to resolve the issues
following steps are required to be followed:
Tracking of schedule on a weekly basis: It is quite necessary to track the schedule
of the project on a regular basis in order to avoid project delays.
Proper management: It is quite necessary to manage the project effectively for
finishing the project within the expected budget and time.
Hiring experienced project manager: It is quite necessary to hire experienced
project managers so that they can be able to manage the project quite effectively for finishing
the project.

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