Current Set of Issues
High Services Inc. is an international firm that has more than 100,000 employees that work in various parts of the globe. With the expansion of the number of customers, the firm has decided to implement an advanced Customer Relationship Management (CRM) system and social CRM is one of the components of the same. There are various resources that will be associated with the CRM project, such as, Natalie, Program Sponsor, Ito, Program Manager, Ben, CIO and Project Sponsor, George, Marketing Manager of social CRM.
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The report includes the project charter and also described details of the project stakeholders and project scope.
Social CRM for High Services Inc
The numbers of customers that are engaged with High Services Inc. are expanding at a rapid rate. With the current systems and the nature of operations, it is becoming challenging to fulfill the needs and demands of the customers having a negative impact on their engagement with the company.
In order to achieve the business goals and objectives, it is essential to understand the needs of the customers. There shall be an automated system in place that may analyze the customer information and also maintain the required interaction level with the customers of the organization.
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Social CRM is an attempt to fulfill these objectives through automated system and mechanisms that will analyze customer information and will enhance the engagement with the organization.
- There shall be no major or critical defects present in the end product and the functional aspects shall be met.
- The social CRM system must stick to the quality standards and ethical practices (Roberts-Lombard, 2012).
- The expectations and demands of the customers shall be met.
- There shall be no performance issues in the end-product that will be used by the end-users.
The activities associated with the design, development, testing, integration and deployment will be executed by the members of the project team.
The activities related with negotiations, marketing and advertising will not be carried out by the members of the project team.
- Project Plan: This document will include the details of the project estimates, project team and the project stakeholder along with the methodology and approach (Singh, 2015).
- System Design: The document will include the design diagram and the wireframes.
- Source Code: The coding details of the system that will be developed.
- Test Plan: The plan will comprise of the testing activities that will be carried out, test methodology and defect tracking mechanism.
- Closure Report: The project activities that are carried out by the team members will be included in the report.
|
Milestone
|
|
Milestone One: Finalize requirements
|
|
Milestone Two: Project Charter
|
|
Milestone Three: Project Plan
|
|
Milestone Four: Finalize implementation tools and techniques
|
|
Milestone Five: System Design & Source Code
|
|
Milestone Six: Defect Report
|
|
Milestone Seven: Implementation Plan
|
|
Milestone Eight: Closure Report
|
- The environment and the equipment required for the execution of the project tasks will be arranged in advanced.
- $2,000,000 will be allocated for the completion of all the project tasks and activities.
- Six months will be assigned for the completion of all the project tasks and activities (Peppard, 2010).
$2,000,000 will be allocated for the completion of all the project tasks and activities. $300,000 will be assigned for the internal staffing expenses.
|
Name of the Team Member
|
Role
|
Set of Responsibilities
|
|
Ben
|
Project Sponsor and CIO
|
Providing the project funds and the specifications
|
|
George
|
Marketing Manager
|
Designing of the marketing plan
|
|
AA
|
Project Manager
|
Planning, estimations, resourcing, monitoring and closure
|
|
BB
|
Finance Office
|
Budgeting of the project
|
|
CC
|
Business Analyst
|
Feasibility analysis and management of the risks
|
|
DD
|
Data Scientist
|
Gathering and analysis of customer information
|
|
EE
|
Project Developer
|
Source code, unit testing
|
|
FF
|
Tester
|
System, integration, regression and performance testing
|
|
GG
|
Designer
|
System designing
|
|
HH
|
Implementation Expert
|
Implementation and management of the changes
|
|
Resource Name
|
Type
|
Initials
|
Max. Units
|
Std. Rate
|
|
Project Manager
|
Work
|
PM
|
100%
|
$ 420.00/hr
|
|
Business Analyst
|
Work
|
BA
|
100%
|
$ 350.00/hr
|
|
Data Scientist
|
Work
|
DS
|
100%
|
$ 400.00/hr
|
|
Project Developer
|
Work
|
PD
|
100%
|
$ 325.00/hr
|
|
Tester
|
Work
|
TE
|
100%
|
$ 300.00/hr
|
|
Designer
|
Work
|
DE
|
100%
|
$ 315.00/hr
|
|
Implementation Expert
|
Work
|
IE
|
100%
|
$ 330.00/hr
|
|
Finance Officer
|
Work
|
FO
|
100%
|
$ 375.00/hr
|
RACI stands for Responsibility, Accountability, Contribution and Informed. The resources that will be engaged with the project will be associated and involved in all the project activities in one form or the other (Tirkey, 2012). The RACI matrix that has been illustrated below explains the tasks that will be covered by the project team members.
|
|
Ben
|
George
|
AA
|
BB
|
CC
|
DD
|
EE
|
FF
|
GG
|
HH
|
|
Project Charter
|
I
|
I
|
R/A
|
I
|
C
|
I
|
I
|
I
|
I
|
I
|
|
Feasibility Analysis
|
I
|
I
|
A
|
I
|
R
|
I
|
C
|
I
|
C
|
C
|
|
Planning and Estimations
|
C
|
I
|
R/A
|
C
|
C
|
I
|
C
|
C
|
C
|
C
|
|
Budgeting
|
C
|
I
|
A
|
R
|
I
|
I
|
I
|
I
|
I
|
I
|
|
Risk Management
|
I
|
I
|
C
|
C
|
A/R
|
I
|
C
|
C
|
C
|
C
|
|
Information Gathering and Analysis
|
A
|
C
|
A
|
I
|
I
|
R/A
|
C
|
C
|
C
|
C
|
|
System Development
|
I
|
I
|
I
|
I
|
C
|
I
|
R/A
|
C
|
C
|
C
|
|
System Designing
|
I
|
I
|
I
|
I
|
I
|
I
|
C
|
C
|
R/A
|
C
|
|
Testing Activities
|
I
|
I
|
A
|
I
|
I
|
I
|
A
|
R/A
|
C
|
C
|
|
System Implementation
|
I
|
I
|
I
|
I
|
I
|
I
|
C
|
C
|
C
|
R/A
|
|
Closure Activities
|
C
|
I
|
R/A
|
C
|
A
|
I
|
C
|
C
|
C
|
C
|
Task-wise budget
|
WBS
|
Task Name
|
Duration
|
Start
|
Finish
|
Cost
|
|
1
|
Social CRM Project
|
132 days
|
Fri 06-10-17
|
Mon 09-04-18
|
$ 711,160.00
|
|
1.1
|
Initiation of the project
|
6 days
|
Fri 06-10-17
|
Fri 13-10-17
|
$ 105,280.00
|
|
1.1.1
|
Feasibility Study – Technical
|
4 days
|
Fri 06-10-17
|
Wed 11-10-17
|
$ 24,640.00
|
|
1.1.2
|
Feasibility Analysis – Operational
|
4 days
|
Fri 06-10-17
|
Wed 11-10-17
|
$ 24,640.00
|
|
1.1.3
|
Feasibility Analysis – Economical
|
4 days
|
Fri 06-10-17
|
Wed 11-10-17
|
$ 24,640.00
|
|
1.1.4
|
Chartering Tasks
|
4 days
|
Fri 06-10-17
|
Wed 11-10-17
|
$ 24,640.00
|
|
1.1.5
|
Submission of the charter
|
2 days
|
Thu 12-10-17
|
Fri 13-10-17
|
$ 6,720.00
|
|
1.1.6
|
Milestone One: Project Charter
|
0 days
|
Fri 13-10-17
|
Fri 13-10-17
|
$ 0.00
|
|
1.2
|
Planning & Analysis
|
14 days
|
Mon 16-10-17
|
Thu 02-11-17
|
$ 217,240.00
|
|
1.2.1
|
Information Collection & Investigation
|
10 days
|
Mon 16-10-17
|
Fri 27-10-17
|
$ 32,000.00
|
|
1.2.2
|
Analysis of requirements
|
8 days
|
Mon 16-10-17
|
Wed 25-10-17
|
$ 74,880.00
|
|
1.2.3
|
Project Scope Statement
|
8 days
|
Mon 16-10-17
|
Wed 25-10-17
|
$ 49,280.00
|
|
1.2.4
|
Budget & Schedule Estimation
|
3 days
|
Mon 16-10-17
|
Wed 18-10-17
|
$ 19,080.00
|
|
1.2.5
|
Assessment of risks
|
3 days
|
Mon 16-10-17
|
Wed 18-10-17
|
$ 18,480.00
|
|
1.2.6
|
Communication plan and team selection
|
3 days
|
Mon 16-10-17
|
Wed 18-10-17
|
$ 10,080.00
|
|
1.2.7
|
Roles & Responsibilities Allocation
|
4 days
|
Mon 30-10-17
|
Thu 02-11-17
|
$ 13,440.00
|
|
1.2.8
|
Milestone Two: Project Plan
|
0 days
|
Thu 02-11-17
|
Thu 02-11-17
|
$ 0.00
|
|
1.3
|
Project Execution – Design & Development
|
62 days
|
Fri 03-11-17
|
Mon 29-01-18
|
$ 187,520.00
|
|
1.3.1
|
UI/EX aspects of the system
|
5 days
|
Fri 03-11-17
|
Thu 09-11-17
|
$ 25,600.00
|
|
1.3.2
|
Review of the design
|
4 days
|
Fri 10-11-17
|
Wed 15-11-17
|
$ 13,440.00
|
|
1.3.3
|
Source code
|
30 days
|
Thu 16-11-17
|
Wed 27-12-17
|
$ 78,000.00
|
|
1.3.4
|
Setting up of the database
|
10 days
|
Thu 28-12-17
|
Wed 10-01-18
|
$ 26,000.00
|
|
1.3.5
|
Integration of front end and back end
|
10 days
|
Thu 11-01-18
|
Wed 24-01-18
|
$ 26,000.00
|
|
1.3.6
|
Review of the source code
|
3 days
|
Thu 25-01-18
|
Mon 29-01-18
|
$ 18,480.00
|
|
1.3.7
|
Milestone Three: System Design & Source Code
|
0 days
|
Mon 29-01-18
|
Mon 29-01-18
|
$ 0.00
|
|
1.4
|
Testing & Integration
|
18 days
|
Tue 30-01-18
|
Thu 22-02-18
|
$ 44,400.00
|
|
1.4.1
|
Integration of the modules
|
5 days
|
Tue 30-01-18
|
Mon 05-02-18
|
$ 13,200.00
|
|
1.4.2
|
System Integration Testing
|
3 days
|
Tue 06-02-18
|
Thu 08-02-18
|
$ 7,200.00
|
|
1.4.3
|
Regression testing
|
2 days
|
Fri 09-02-18
|
Mon 12-02-18
|
$ 4,800.00
|
|
1.4.4
|
Security and Performance Testing
|
4 days
|
Tue 13-02-18
|
Fri 16-02-18
|
$ 9,600.00
|
|
1.4.5
|
Load testing
|
2 days
|
Mon 19-02-18
|
Tue 20-02-18
|
$ 4,800.00
|
|
1.4.6
|
Submission of bugs and defects
|
2 days
|
Wed 21-02-18
|
Thu 22-02-18
|
$ 4,800.00
|
|
1.4.7
|
Milestone Four: Defect Report
|
0 days
|
Thu 22-02-18
|
Thu 22-02-18
|
$ 0.00
|
|
1.5
|
Implementation & Control
|
20 days
|
Fri 23-02-18
|
Thu 22-03-18
|
$ 72,640.00
|
|
1.5.1
|
Decision on the system changes
|
3 days
|
Fri 23-02-18
|
Tue 27-02-18
|
$ 7,920.00
|
|
1.5.2
|
Change management
|
3 days
|
Wed 28-02-18
|
Fri 02-03-18
|
$ 7,920.00
|
|
1.5.3
|
Change reinforcement
|
2 days
|
Mon 05-03-18
|
Tue 06-03-18
|
$ 5,280.00
|
|
1.5.4
|
Measurement of performance
|
2 days
|
Wed 07-03-18
|
Thu 08-03-18
|
$ 6,720.00
|
|
1.5.5
|
Reviews and walkthroughs
|
4 days
|
Fri 09-03-18
|
Wed 14-03-18
|
$ 24,640.00
|
|
1.5.6
|
System inspections
|
3 days
|
Thu 15-03-18
|
Mon 19-03-18
|
$ 10,080.00
|
|
1.5.7
|
Auditing activities
|
3 days
|
Tue 20-03-18
|
Thu 22-03-18
|
$ 10,080.00
|
|
1.5.8
|
Milestone Five: Implementation Plan
|
0 days
|
Thu 22-03-18
|
Thu 22-03-18
|
$ 0.00
|
|
1.6
|
Closure Phase
|
12 days
|
Fri 23-03-18
|
Mon 09-04-18
|
$ 84,080.00
|
|
1.6.1
|
User Trainings
|
6 days
|
Fri 23-03-18
|
Fri 30-03-18
|
$ 36,960.00
|
|
1.6.2
|
Maintenance and support planning
|
2 days
|
Fri 23-03-18
|
Mon 26-03-18
|
$ 5,600.00
|
|
1.6.3
|
Acceptance and Sign offs
|
3 days
|
Fri 23-03-18
|
Tue 27-03-18
|
$ 10,080.00
|
|
1.6.4
|
System documentation and closure report
|
6 days
|
Mon 02-04-18
|
Mon 09-04-18
|
$ 31,440.00
|
|
1.6.5
|
Milestone Six: Closure Report
|
0 days
|
Mon 09-04-18
|
Mon 09-04-18
|
$ 0.00
|
Resource-wise budget
|
WBS
|
Task Name
|
Duration
|
Resource Names
|
Cost
|
|
1
|
Social CRM Project
|
132 days
|
|
$ 711,160.00
|
|
1.1
|
Initiation of the project
|
6 days
|
|
$ 105,280.00
|
|
1.1.1
|
Feasibility Study – Technical
|
4 days
|
Business Analyst, Project Manager
|
$ 24,640.00
|
|
1.1.2
|
Feasibility Analysis – Operational
|
4 days
|
Business Analyst, Project Manager
|
$ 24,640.00
|
|
1.1.3
|
Feasibility Analysis – Economical
|
4 days
|
Business Analyst, Project Manager
|
$ 24,640.00
|
|
1.1.4
|
Chartering Tasks
|
4 days
|
Project Manager, Business Analyst
|
$ 24,640.00
|
|
1.1.5
|
Submission of the charter
|
2 days
|
Project Manager
|
$ 6,720.00
|
|
1.1.6
|
Milestone One: Project Charter
|
0 days
|
|
$ 0.00
|
|
1.2
|
Planning & Analysis
|
14 days
|
|
$ 217,240.00
|
|
1.2.1
|
Information Collection & Investigation
|
10 days
|
Data Scientist
|
$ 32,000.00
|
|
1.2.2
|
Analysis of requirements
|
8 days
|
Business Analyst, Project Manager, Data Scientist
|
$ 74,880.00
|
|
1.2.3
|
Project Scope Statement
|
8 days
|
Project Manager, Business Analyst
|
$ 49,280.00
|
|
1.2.4
|
Budget & Schedule Estimation
|
3 days
|
Finance Officer, Project Manager
|
$ 19,080.00
|
|
1.2.5
|
Assessment of risks
|
3 days
|
Business Analyst, Project Manager
|
$ 18,480.00
|
|
1.2.6
|
Communication plan and team selection
|
3 days
|
Project Manager
|
$ 10,080.00
|
|
1.2.7
|
Roles & Responsibilities Allocation
|
4 days
|
Project Manager
|
$ 13,440.00
|
|
1.2.8
|
Milestone Two: Project Plan
|
0 days
|
|
$ 0.00
|
|
1.3
|
Project Execution – Design & Development
|
62 days
|
|
$ 187,520.00
|
|
1.3.1
|
UI/EX aspects of the system
|
5 days
|
Designer, Implementation Expert
|
$ 25,600.00
|
|
1.3.2
|
Review of the design
|
4 days
|
Project Manager
|
$ 13,440.00
|
|
1.3.3
|
Source code
|
30 days
|
Project Developer
|
$ 78,000.00
|
|
1.3.4
|
Setting up of the database
|
10 days
|
Project Developer
|
$ 26,000.00
|
|
1.3.5
|
Integration of front end and back end
|
10 days
|
Project Developer
|
$ 26,000.00
|
|
1.3.6
|
Review of the source code
|
3 days
|
Project Manager, Business Analyst
|
$ 18,480.00
|
|
1.3.7
|
Milestone Three: System Design & Source Code
|
0 days
|
|
$ 0.00
|
|
1.4
|
Testing & Integration
|
18 days
|
|
$ 44,400.00
|
|
1.4.1
|
Integration of the modules
|
5 days
|
Implementation Expert
|
$ 13,200.00
|
|
1.4.2
|
System Integration Testing
|
3 days
|
Tester
|
$ 7,200.00
|
|
1.4.3
|
Regression testing
|
2 days
|
Tester
|
$ 4,800.00
|
|
1.4.4
|
Security and Performance Testing
|
4 days
|
Tester
|
$ 9,600.00
|
|
1.4.5
|
Load testing
|
2 days
|
Tester
|
$ 4,800.00
|
|
1.4.6
|
Submission of bugs and defects
|
2 days
|
Tester
|
$ 4,800.00
|
|
1.4.7
|
Milestone Four: Defect Report
|
0 days
|
|
$ 0.00
|
|
1.5
|
Implementation & Control
|
20 days
|
|
$ 72,640.00
|
|
1.5.1
|
Decision on the system changes
|
3 days
|
Implementation Expert
|
$ 7,920.00
|
|
1.5.2
|
Change management
|
3 days
|
Implementation Expert
|
$ 7,920.00
|
|
1.5.3
|
Change reinforcement
|
2 days
|
Implementation Expert
|
$ 5,280.00
|
|
1.5.4
|
Measurement of performance
|
2 days
|
Project Manager
|
$ 6,720.00
|
|
1.5.5
|
Reviews and walkthroughs
|
4 days
|
Project Manager, Business Analyst
|
$ 24,640.00
|
|
1.5.6
|
System inspections
|
3 days
|
Project Manager
|
$ 10,080.00
|
|
1.5.7
|
Auditing activities
|
3 days
|
Project Manager
|
$ 10,080.00
|
|
1.5.8
|
Milestone Five: Implementation Plan
|
0 days
|
|
$ 0.00
|
|
1.6
|
Closure Phase
|
12 days
|
|
$ 84,080.00
|
|
1.6.1
|
User Trainings
|
6 days
|
Business Analyst, Project Manager
|
$ 36,960.00
|
|
1.6.2
|
Maintenance and support planning
|
2 days
|
Business Analyst
|
$ 5,600.00
|
|
1.6.3
|
Acceptance and Sign offs
|
3 days
|
Project Manager
|
$ 10,080.00
|
|
1.6.4
|
System documentation and closure report
|
6 days
|
Project Developer, Implementation Expert
|
$ 31,440.00
|
|
1.6.5
|
Milestone Six: Closure Report
|
0 days
|
|
$ 0.00
|
|
Risk Name
|
Description
|
Type
|
Probability (5: Highest and 1: lowest)
|
Impact (5: Highest and 1: lowest)
|
Rank
|
|
Schedule Overrun
|
Increased time in the completion of project activities as compared to the estimated schedule
|
Negative
|
2
|
5
|
10
|
|
Technical Failure
|
Failure of faults in technical tools and equipment
|
Negative
|
4
|
4
|
16
|
|
Operational Mistake
|
Execution of an operational error by a user
|
Negative
|
4
|
3
|
12
|
|
Security Attack
|
Attacks on information, database or networks
|
Negative
|
3
|
4
|
12
|
|
Budget Overrun
|
Increased costs in association with the project activities as compared to the estimated budget
|
Negative
|
2
|
5
|
10
|
|
Resource Risk
|
Increased productivity levels of the employees as compared to the estimated values leading to completion of the project tasks before time
|
Positive
|
1
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4
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Recommendations and Conclusion
Social CRM is a project that has a lot of significance for High Services Inc. There shall be adequate planning and analysis involved in the project to make sure that the project goals and objectives are achieved. There shall also be management methodology such as Project Management Body of Knowledge (PMBOK) applied to make sure that the management tasks are easily executed. The communication mode and strategies must be designed in such a manner that there is always clarity maintained among the members of the project team.
References
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Goldsmith, Ronald E. 2010. “The Goals Of Customer Relationship Management”. International Journal Of Customer Relationship Marketing And Management 1 (1): 16-27. doi:10.4018/jcrmm.2010090402.
Khodakarami, Farnoosh, and Yolande E. Chan. 2014. “Exploring The Role Of Customer Relationship Management (CRM) Systems In Customer Knowledge Creation”. Information & Management 51 (1): 27-42. doi:10.1016/j.im.2013.09.001.
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Peppard, Joe. 2010. “Customer Relationship Management (CRM) In Financial Services”. European Management Journal 18 (3): 312-327. doi:10.1016/s0263-2373(00)00013-x.
Roberts-Lombard, Mornay. 2012. “Exploring The Relationship Between Trust, Commitment And Customer Loyalty Through The Intervening Role Of Customer Relationship Management (CRM)”. African Journal Of Business Management 6 (10). doi:10.5897/ajbm11.2562.
Santouridis, Ilias, and Androniki Veraki. 2017. “Customer Relationship Management And Customer Satisfaction: The Mediating Role Of Relationship Quality”. Total Quality Management & Business Excellence 28 (9-10): 1122-1133. doi:10.1080/14783363.2017.1303889.
Singh, Anurag. 2015. “Drive Customer Experience For Relationship Management Through Actionable Social CRM”. International Journal Of Customer Relationship Marketing And Management 6 (4): 57-76. doi:10.4018/ijcrmm.2015100104.
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