Project Management: TOSIG CRM System Upgrade - Analysis

This project report outlines the implementation of a Customer Relationship Management (CRM) system for Tier One Suppliers Insurance Group (TOSIG). The project aims to upgrade TOSIG's existing information system to better manage clients and agents, improve efficiency, and reduce overhead costs. The report includes a project charter, business case, scope overview, milestone schedule, budget, and risk analysis. It details the goals of setting up the CRM system, conducting a feasibility study, and storing data in a cloud server. The project involves various stakeholders, including database developers, business analysts, and project managers. The business case highlights the current challenges faced by TOSIG, such as inefficient data entry and missed sales opportunities, emphasizing the need for the new system to streamline operations and enhance customer service. The report also covers constraints, assumptions, and potential risks associated with the project, providing a comprehensive overview of the CRM system upgrade initiative.

Running head: PROJECT MANAGEMENT
Project Management
Name of Student:
Name of University:

2PROJECT MANAGEMENT
Table of Contents
Project Charter.................................................................................................................................4
Title..............................................................................................................................................4
Tier One Suppliers Insurance Group project management..........................................................4
Project Sponsor............................................................................................................................4
Background..................................................................................................................................4
Goals............................................................................................................................................4
Scope............................................................................................................................................4
Key Stakeholders.........................................................................................................................5
Project Milestones.......................................................................................................................5
Project Budget.............................................................................................................................5
Constraints, Assumptions, Risks and Dependencies...................................................................6
Approval Signatures....................................................................................................................6
Scope Overview...............................................................................................................................6
Business Case..................................................................................................................................7
Background......................................................................................................................................9
Milestone schedule........................................................................................................................10
Risks, assumptions and constraints................................................................................................11
Assumptions and Risks..............................................................................................................11
Constraints.................................................................................................................................12

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Stakeholder list..............................................................................................................................12
References......................................................................................................................................14

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Project Charter

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Title
Tier One Suppliers Insurance Group project management
Project Sponsor
TOSIG Director is the Project Sponsor
Background
TOSIG offers insurance to the Tier One Suppliers. The insurance is offered basically on the
improvements like stockyards, storage silos, fencing and machinery. The agents of TOSIG visit
the clients at a five years interval. They inspect property of the clients and update those.
However, TOSIG is currently facing issues regarding the clients and the agents. They are
struggling to manage the clients and the agents. They have planned to upgrade their existing
information system. The new customer management system will help them to manage the
business activities, agents as well as the clients. The project report will explain about the upgrade
of customer relation management system.
Goals
 To set up customer relationship management system
 To conduct the feasibility study of the customer relationship management system
 To set up a system such that the agents and the clients’ data will be stored and updated in
the cloud server
Scope
TOSIG decides to develop an enterprise system. TOSIG management team will provide them
with tablets. The newly updated system will help the agents and will save their precious time.
Previously they invested a lot of time entering the details of the clients. TOSIG will provide the
agents with the laptops, tablets and the smartphones. The tablets provided to them will contain
the details of the customers. The agents will not have to take the stress of entering the details into
the system instead they can be able to spend time discussing with the clients regarding the
insurance policies. TOSIG in this can enhance their productivity. Also, they can be able to keep
track of the agents’ data and the clients’ data all the time. The overhead costs will get enhanced
with the assistance of the new system.
Key Stakeholders

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Resource Name
Database Developer
Business Analyst
Software Developer
Software Tester
Project Manager
Trainer
Feasibility Analysis
Project Milestones
Task Name Expected Start
Customer Relation System Mon 07-05-18
Milestone 1: Completion of CRM Development, CRM Software
Testing Wed 11-07-18
Milestone 2: Completion of Setting Up Of Database Mon 13-08-18
Milestone 3: Completion of Project Thu 20-09-18
Project Budget
Task Name Cost
Customer Relation System $30,880.00
Requirements Definition $880.00
Feasibility Analysis $11,200.00
Selection of Vendor $1,000.00
Designing System $2,256.00
Data Preparation and Cleansing $1,232.00
CRM Development $1,408.00
CRM Software Testing $1,760.00
Milestone 1: Completion of CRM Development, CRM Software Testing $0.00
Setting Up Database $5,712.00
Storing Clients' data in the Database $1,120.00
Connecting Database to the Cloud Server $2,352.00
Milestone 2: Completion of Setting Up Of Database $0.00
Training $4,200.00
Go-Live Activities $1,232.00
Milestone 3: Completion of Project $0.00

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Constraints, Assumptions, Risks and Dependencies
Constraints The project manager will conduct the feasibility analysis and will
prepare a project plan. The project plan will contain the details of
implementation of the customer relation management system The new
system will be connected to the cloud server. TOSIG will have to
spend heavy to host the application on the cloud server. They will
arrange the budget for the project. The stakeholders associated with
the implementation of the project will have to take the responsibility to
submit the project within stipulated deadline
Assumptions The project is expected to complete the scheduled budget and the
deadline. The project manager will conduct the feasibility study.
TOSIG must analyse the benefits of the new system. The updated
system will help them to reduce the overhead costs. They can hope
that the new system will help them to conduct the
Risks and
Dependencies
The agents have some issues with the software. TOSIG will have to
pay for the cloud server on monthly basis and yearly basis.
Approval Signatures
[Name], Project Client [Name], Project Sponsor [Name], Project Manager
Scope Overview
Tier One Suppliers Insurance Group is known to offer insurance to Tier One Suppliers.
The insurance is offered on improvements like machinery, stockyards, buildings, storage silos
and the fencing. TOSIG is currently struggling to manage the agents and the clients. That is why
they have planned to upgrade their existing information system. The new customer relationship
management will help TOSIG to serve the customers better. The business operations will be
carried out over the cloud platform. TOSIG can be able to monitor the business activities. They
can monitor the agents’ activities as well. The new upgraded information system will root out the
risks associated with the business. TOSIG can carry out the operations efficiently and
effectively. The cloud platform will help the agents to work while travelling through the vehicle.

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He agents can spend less time in the office and can focus more on the productivity. TOSIG can
close some physical offices and in this way, they can curb the overhead costs.
Task Name Duration Start Finish Predecessors Resource Names Cost
Customer Relation
System 99 days
Mon
07-05-
18
Thu 20-
09-18 $30,880.00
Requirements
Definition 5 days Mon 07-
05-18
Fri 11-
05-18 Business Analyst $880.00
Feasibility Analysis 6 days Mon 14-
05-18
Mon 21-
05-18 1
Project
Manager,Feasibility
Analysis[1]
$11,200.00
Selection of Vendor 5 days Tue 22-
05-18
Mon 28-
05-18 2 Project Manager $1,000.00
Designing System 6 days Tue 29-
05-18
Tue 05-
06-18 3
Business
Analyst,Project
Manager
$2,256.00
Data Preparation and
Cleansing 7 days Wed 06-
06-18
Thu 14-
06-18 4 Business Analyst $1,232.00
CRM Development 8 days Fri 15-
06-18
Tue 26-
06-18 5 Software Developer $1,408.00
CRM Software
Testing 10 days Wed 27-
06-18
Tue 10-
07-18 6 Software Tester $1,760.00
Setting Up
Database 14 days Wed 25-
07-18
Mon 13-
08-18
Database
Developer $5,712.00
Storing Clients'
data in the Database 7 days Wed 25-
07-18
Thu 02-
08-18 8 Database Developer $1,120.00
Connecting
Database to the Cloud
Server
7 days Fri 03-
08-18
Mon 13-
08-18 10
Database
Developer,Software
Developer
$2,352.00
Training 21 days Tue 14-
08-18
Tue 11-
09-18 11 Trainer $4,200.00
Go-Live Activities 7 days Wed 12-
09-18
Thu 20-
09-18 13 Software Developer $1,232.00
Business Case
Tier One Suppliers Insurance Group is an insurance company that offer insurance to Tier
One Suppliers on the improvements like the machinery, storage silos, stockyards and the
buildings. The insurance for crops is offered by TOSIG. TOSIG is conducting business for
around 65 years. They have 150 agents in the field. The company underwrite insurance on y6.7

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billion dollars’ worth of risk. TOSIG manages offices in the regional Tier One Supplying areas.
They take the strategy of maintaining the existing customers and enhance the number of
insurance products to the clients. They want to enhance the business growth by increasing the
sales of insurance to small enterprises as well as the medium enterprises in the regional areas.
TOSIG agents arrange a site visit for the clients at five years interval. After the five years,
the clients confirm all the items’ details they are insuring. The agent inspects all the property that
has been insured and enters the information. If the client wants some change, they propose the
changes. The agents make all the amendments accordingly.
However, TOSIG is facing several issues. TOSIG can sell kore insurances, but they are
missing the opportunities as the agents if TOSIG does not have the ability to receive the report in
the field. The agents spend most of the time in the office entering the data in the system. TOSIG
has concerns regarding the high risks clients and the low risks clients. TOSIG is also concerned
that their agents are arranging the visits and they are the offering the insurance where it is
required to manage the insurance risks. Also, the company is facing the issues related to vehicles,
Blackberry telephone and laptop with insurance dongle.
TOSIG, for this reason, has planned to upgrade the existing information system. TOSIG
decides to initiate a new customer relationship system. The management of TOSIG decides to
hand over the tablet, mobile and laptops to the agents. The tablets, mobiles and the tablets will
contain all the necessary information of the agents. All these systems- laptops, mobiles and the
tablets will be integrated with TOSIG systems. The systems will be connected to the cloud
server. In this way, TOSIG can keep track of the agents. The clients’ details will be stored in the
database and the database server. If TOSIG agents update the details of the clients in the tablets,

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the information of the clients will be updated automatically in the cloud. Thus the agents will not
have to update the system and the database manually. They will not have to invest much time in
the office instead they can devote their time in business deals with the clients. TOSIG can
minimise the overhead costs. TOSIG can monitor and control the clients and the agents with the
new customer relation system. The agents have some issues with the new system. However, they
should know that the new system will facilitate them and will ease their pressure. The new
customer relation system will offer them, long-term benefits. The management board decides to
spend $10000 for conducting the feasibility study to investigate about the system. The project
manager will analyse the pros and cons associated with the system.
Background
TOSIG offer insurance to the Tier One Suppliers mainly on the improvements like
fencing, storage silos, and machinery and stockyards. The client is expected to visit clients after
every five years interval. It is the responsibility of the agents to inspect the property and update
the information of the clients. However, TOSIG is facing issues while handling the clients and
the agents. TOSIG is missing the opportunities to sell more insurance as the agents do not have
the desired capability to receive the report in the field. The agents spend most of the valuable
time entering data into the system rather they should spend dealing with the clients. The
managers are also concerned about the risk clients. According to them, the higher risk clients
received more and more visits. The low risks clients must be received considerably fewer visits.
TOSIG is also facing another issue. TOSIG is also concerned that their agents are arranging the
visits and they are the offering the insurance where it is required to manage the insurance risks.
The clients are struggling with the vehicle, laptops with the wireless dongle and the Blackberry
telephone.

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They decide to upgrade the information system. They need to start a new customer
relationship system. The management team of TOSIG will provide them with tablets. The agents
with the assistance of the new customer relationship system can be able to reduce the amount of
time of entering the data into the system. TOSIG decides to provide them with laptops, smart
phones and the tablets. The tablets will contain all the necessary detailed information about the
clients. The tablets, laptops as well as the smart phones will be connected to the cloud database
and the cloud server. The clients’ details will be updated automatically. Therefore, the agents
will not have to enter the clients’ details and will not have to spend time in the office. Instead
they can spend time discussing with the clients about the insurance. TOSIG can increase their
productivity with the help of this approach. The new customer relation system will reduce the
overhead costs. The agents have some issues, but they must know that the new system will
provide benefits in the long run. TOSIG is ready to invest $10000 to conduct the feasibility study
of the system. The project manager will analyse the risks and will prepare a project plan.
Milestone schedule
Task Name Start Stakeholders Acceptance Criteria
Customer Relation
System Mon 07-05-18
Requirements
Definition Mon 07-05-18 Business Analyst
The requirements specifications
for the customer relation system
will be carried out by the
business analyst
Feasibility Analysis Mon 14-05-18 Project Manager
Feasibility system for the system
will be conducted by the project
manager
Selection of Vendor Tue 22-05-18 Project Manager
The best cloud vendor who can
suit the business will be elected
by the project manager
Designing System Tue 29-05-18 Business Analyst,Project
Manager
The detailed design of the
system is planned by both
project manager as well as the
business analyst
Data Preparation and Wed 06-06-18 Business Analyst Both data preparation and data

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Cleansing cleansing can be carried out by
the business analysis
CRM Development Fri 15-06-18 Software Developer
CRM development will be
performed by the software
developer
CRM Software
Testing Wed 27-06-18 Software Tester The Software Tester will
perform the CRM Testing
Setting Up
Database Wed 25-07-18
Storing Clients'
data in the Database Wed 25-07-18 Database Developer
Database Developer will take the
initiative to store data in the
client’s database
Connecting
Database to the Cloud
Server
Fri 03-08-18
Database
Developer,Software
Developer
Both software developer as well
as the database developer will
connect database to the cloud
server
Training Tue 14-08-18 Trainer The trainer will be appointed for
providing the training
Go-Live Activities Wed 12-09-18 Software Developer The software developer will
perform the go-live activities
Risks, assumptions and constraints
The risks, assumptions associated with the upgrading the system is as follows-
Assumptions and Risks
Public cloud is less expensive compared to the private cloud
The project compliance needs, management efforts as well as the upgrades to aid
performance makes the cloud platform much more costly. The public cloud cost is not taken into
consideration at the time of customising the applications. TOSIG will have to pay heavy to adopt
the cloud computing system, or he upgraded customer relation system. Therefore, it is a great
risk.
The cloud is comparatively less expensive compared to the on-premise computing