MBA 62043

Project Management and Agile Enterprises

Individual Assignment - Project Report

Implementation of a CRM System for Lalan Bedding Pvt Ltd.

Student Name: S.K. Nirmani

Student Number: FGS/MBA/2021/196

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Table of Contents

List of Figures ....................................................................................................................... 3

List of Tables ......................................................................................................................... 3

Introduction .......................................................................................................................... 4

Project Feasibility .................................................................................................................. 4

Statement of Work (SOW) and Work Breakdown Structure (WBS) ......................................... 5

Statement of Work (SOW):............................................................................................... 5

Work Breakdown Structure (WBS) .................................................................................. 6

Network Diagram and Responsibility Matrix .......................................................................... 7

Network Diagram ............................................................................................................. 7

Project Critical Path .................................................................................................................. 12

Project Gannt Chart ....................................................................................................... 13

Responsibility Matrix ..................................................................................................... 14

Budget and Cost Distribution Plan ....................................................................................... 16

Quality Management Plan ................................................................................................... 17

Risk Management Plan ........................................................................................................ 18

Communication Management Plan ...................................................................................... 20

Conclusion .......................................................................................................................... 21

References ........................................................................................................................... 22

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List of Figures

Figure 1: Project Network Diagram ....................................................................................... 11

Figure 2: Project Critical Path ............................................................................................... 12

Figure 3: Project Gantt Chart Part 01 ..................................................................................... 13

Figure 4: Project Gantt Chart Part 02 ..................................................................................... 13

Figure 5: Project Gantt Chart Part 03 ..................................................................................... 13

Figure 6: Project Gantt Chart Part 04 ..................................................................................... 14

List of Tables

Table 1: Work Break Down Structure ...................................................................................... 6

Table 2: Network Diagram Calculations .................................................................................. 8

Table 3: Responsibility Matrix .............................................................................................. 14

Table 4: Project Budget ......................................................................................................... 16

Table 5: Project Cost Distribution Plan .................................................................................. 17

Table 6: Quality Objectives ................................................................................................... 17

Table 7: Quality Assurance Plan ............................................................................................ 18

Table 8: Quality Control Plan ................................................................................................ 18

Table 9: Risk Identification Table .......................................................................................... 19

Table 10: Risk Assessment .................................................................................................... 19

Table 11: Risk Mitigation ...................................................................................................... 19

Table 12: Project Communication Objectives ......................................................................... 20

Table 13: Project Communication Methods ............................................................................ 20

Table 14: Project Communication Management ..................................................................... 20

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Introduction

This project’s overarching goal is to set up a Customer Relationship Management (CRM)

infrastructure for a medium-sized retail company. The company's customer relationship
management, operations, and bottom line can all benefit from the use of a CRM system. This
report examines the viability of implementing a CRM system, also the planning and mitigation of
potential risks involved.

Project Feasibility

Implementing the Customer Relationship Management (CRM) system in this organisation requires
an in-depth feasibility study due to the number of evolving parts. For the success of this project
number of factors such as, financial, legal, operational and time related constraints must be taken
into account.

Technical Feasibility of the Project

This project's technological viability is supported by the availability of high-quality CRM software
solutions that can be tailored to meet the requirements of the organization. The software is adapted
to the retail firm's specific requirements in terms of customer and inventory management. The
CRM can also be expanded as needed to meet the company's evolving requirements.

Economic Feasibility of the Project

Financial gains might be expected from the implementation of a CRM system. Increasing sales is
a natural result of enhancing customer service and reduce the delay of production by streamline
the process. The CRM system is meant to boost corporate output by decreasing the amount of time
spent on mundane tasks and improving the quality of customer data for use in strategic decision
making. The company should see a profit after expenses are cut and sales are boosted.

Legal Feasibility of the Project

The privacy regulations and General Data Protection Regulation (GDPR) must be carefully
adhered to the CRM system. In order to achieve that the company needs the advice of legal experts
and data protection specialists to store, handle, and disseminate data in accordance with such
applicable laws. The company's cash and good name is safe if legal measures are taken.

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Operational Feasibility of the Project

By syncing the CRM with the rest of the system, we can minimise disruptions to productivity. After
the link is made, employees have quick and easy access to customer information and be able to
make full use of the CRM system's functionalities. The company also provide training so that
workers can make good use of the CRM system.

Scheduling Feasibility of the Project

Within four months, the organisation should have the CRM system up and running and reaping its
benefits. The project schedule will account for the time needed to choose software, modify it,
migrate data, train staff, and maintain the system. This schedule guarantees the project's successful
conclusion without sacrificing quality or efficiency.

The adoption of a customer relationship management system for a medium-sized retail

organisation is viable from a technological, economic, legal, operational, and time-management
standpoint. Through the consideration and mitigation of these identified factors, the organisation
can proceed with the project with a sense of assurance, anticipating a favourable result and
enduring advantages.

Statement of Work (SOW) and Work Breakdown Structure

(WBS)

The Statement of Work (SOW) and Work Breakdown Structure (WBS) define the project's scope,
deliverables, timetable, and achievable tasks.

Statement of Work (SOW):

Objective: The principal aim is to deploy a Customer Relationship Management (CRM) system
that efficiently oversees customer engagements, simplifies procedures, and amplifies profitability
for the retail enterprise of moderate size.

Scope: The project's scope encompasses the following pivotal components:

The process of choosing a customer relationship management (CRM) software that is tailored to
the unique requirements of an organisation.

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Customization to match the organization's business processes, data migration from existing
systems to the new CRM system, employee training, and system maintenance and support are all
crucial steps in CRM system implementation.

Deliverables: The project deliverables include:

• A fully functional and customized CRM system

• Comprehensive training materials for employees
• User manuals and guides for the CRM system

Timeline: The project will be executed over a five months period.

Work Breakdown Structure (WBS)

Table 1: Work Break Down Structure

Task Task Description Duration Duration Predecessors

No. (days) (weeks)
1 Project initiation 15 3
1.1 Develop project charter 5 1
1.2 Identify stakeholders 5 1 1.1
1.3 Establish project team 5 1 1.2
2 CRM selection and 20 4
customization
2.1 Assess software options 5 1 1.3
2.2 Select CRM software 5 1 2.1
2.3 Customize software to meet 10 2 2.2
organizational needs
3 Data migration 15 3
3.1 Evaluate existing data 5 1 2.3
3.2 Develop data migration plan 5 1 3.1
3.3 Migrate data to the new CRM 5 1 3.2
system
4 Employee training 20 4
4.1 Develop training materials 5 1 3.3
4.2 Schedule training sessions 5 1 3.3
4.3 Conduct training sessions 5 1 4.2

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 4.4 Provide ongoing support and 5 1 4.2
resources
5 System maintenance 15 3
5.1 Implement monitoring tools 5 1 4.4
5.2 Schedule routine maintenance 5 1 5.1
5.3 Address system issues and updates 5 1 5.2
6 Project closure 15 3
6.1 Evaluate project performance 5 1 5.3
6.2 Document lessons learned 5 1 5.3
6.3 Celebrate project success 5 1 6.2

Total Duration 100 days 20 weeks Five months

Network Diagram and Responsibility Matrix

Network Diagram

The Network Diagram shows project operations while the Responsibility Matrix allocates team
members to tasks.

The following table shows the EST, LST, EFT, and ST for each activity in the Work Breakdown
Structure (WBS) needed to create a Network Diagram.

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Table 2: Network Diagram Calculations

Task No. Task Description Duration Predecessors EST EFT LST LFT Slack = Slack =
(weeks) LFT- EFT LST -
EST
1 Project initiation 3
1.1 Develop project charter 1 0 1 0 1 0 0
1.2 Identify stakeholders 1 1.1 1 2 1 2 0 0
1.3 Establish project team 1 1.2 2 3 2 3 0 0
2 CRM selection and 4
customization
2.1 Assess software options 1 1.3 3 4 3 4 0 0
2.2 Select CRM software 1 2.1 4 5 4 5 0 0
2.3 Customize software to 2 2.2 5 7 5 7 0 0
meet organizational needs
3 Data migration 3
3.1 Evaluate existing data 1 2.3 7 8 7 8 0 0
3.2 Develop data migration 1 3.1 8 9 8 9 0 0
plan
3.3 Migrate data to the new 1 3.2 9 10 9 10 0 0
CRM system
4 Employee training 4

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 4.1 Develop training 1 3.3 10 11 10 11 0 0
materials
4.2 Schedule training sessions 1 3.3 10 11 10 11 0 0
4.3 Conduct training sessions 1 4.2 11 12 11 12 0 0
4.4 Provide ongoing support 1 4.2 11 12 11 12 0 0
and resources
5 System maintenance 3
5.1 Implement monitoring 1 4.4 12 13 12 13 0 0
tools
5.2 Schedule routine 1 5.1 13 14 13 14 0 0
maintenance
5.3 Address system issues and 1 5.2 14 15 14 15 0 0
updates
6 Project closure 3 0 0
6.1 Evaluate project 1 5.3 15 16 15 16 0 0
performance
6.2 Document lessons learned 1 5.3 15 16 15 16 0 0
6.3 Celebrate project success 1 6.2 16 17 16 17 0 0

Calculation of Network diagram data,

• EST is the earliest a task can start. It's based on its predecessor(s)' EFT. A task's EST is its predecessors' maximum EFT. Any task without a
predecessor has an EST of 0.
o EST + task duration = EFT. It indicates the earliest possible work completion.

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• LST: The latest time a task can start without delaying the project. Subtract the task's duration from its Late Finish Time (LFT). LST = EST for
the last task or any task without a successor.
• LFT: The latest time a task can be done without delaying the project. Its successor(s)' Late Start Time (LST) determines it. A task's LFT is the
least LST of its successors. LFT = EFT for the last task or any task without a successor.
• Slack (or Float): How long the project team may delay a task without delaying the project. EST minus LST (or EFT minus LFT) yields it. Critical
route tasks have zero slack.

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Figure 1: Project Network Diagram

The Network Diagram would show task sequence, critical path, and potential bottlenecks.

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Project Critical Path

Figure 2: Project Critical Path

The critical path is the longest path from the start to the finish of the project with zero slack. The duration of this path is 17 weeks, which indicates the
minimum time required to complete the project.

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Project Gannt Chart

Figure 3: Project Gantt Chart Part 01

Figure 4: Project Gantt Chart Part 02

Figure 5: Project Gantt Chart Part 03

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Figure 6: Project Gantt Chart Part 04

Responsibility Matrix

The Responsibility Matrix assigns tasks to appropriate team members, encouraging responsibility
and project efficiency.

A complete SOW, WBS, Network Diagram, and Responsibility Matrix can help the project team
plan and implement the CRM system. This method will allow the team to execute all tasks within
the project's scope and deadline.

The project's Responsibility Matrix shows who handles which team responsibility.

Table 3: Responsibility Matrix

Task Task Project CRM Data Trainer IT

Number
Description Manager Specialist Analyst (Amol) Support
(Padma) (Nilan) (Michael) (Gayan)
1.1 Develop project X
charter
1.2 Identify X
stakeholders
1.3 Establish project X
team
2.1 Assess software X X
options
2.2 Select CRM X X
software

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2.3 Customize X X
software to meet
needs
2.4 Test CRM X X
software
customization
2.5 Review and X X
approve
customization
3.1 Evaluate X
existing data
3.2 Develop data X
migration plan
3.3 Clean and X
prepare data for
migration
3.4 Migrate data to X X X
new CRM
system
3.5 Verify data X X
migration
4.1 Develop training X
materials
4.2 Schedule X X
training sessions
4.3 Conduct training X
sessions
4.4 Evaluate training X X
effectiveness
4.5 Provide ongoing X X X
support and
resources
5.1 Implement X X
monitoring tools
5.2 Schedule routine X X
maintenance

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 5.3 Address system X X
issues and
updates
6.1 Evaluate project X
performance
6.2 Document X
lessons learned
6.3 Conduct project X X X X X
review meeting
6.4 Prepare project X
closure report
6.5 Celebrate project X X X X X
success

The matrix assigns team members to tasks, encouraging responsibility and ensuring adequate
resource allocation.

Budget and Cost Distribution Plan

The project budget estimates software licencing, modification, training, and maintenance costs.
Cost distribution entails funding project stages.

Below is the CRM implementation budget and cost breakdown. Software licencing, modification,
training, and maintenance are budgeted. Cost distribution entails funding project stages.

Table 4: Project Budget

Expense Category Description Cost (USD)

Software Licensing CRM software licensing fees 15,000
Customization CRM software customization costs 20,000
Data Migration Data migration and preparation expenses 8,000
Employee Training Training materials and instructor fees 5,000
IT Support Additional IT support costs 4,000
Monitoring Tools Monitoring software and tools 3,000
Routine Maintenance Annual maintenance fees 2,000
Miscellaneous Contingency and unforeseen expenses 3,000
Total 60,000

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Cost Distribution Plan:

Table 5: Project Cost Distribution Plan

Project Stage Percentage of Total Budget Amount (USD)

Project Initiation 5% 3,000
CRM Selection & Customization 40% 24,000
Data Migration 15% 9,000
Employee Training 10% 6,000
System Maintenance 20% 12,000
Project Closure 10% 6,000
Total 100% 60,000

The budget and cost distribution plan details CRM project costs. The project team can optimise
resource use and financial planning by implementing a fund management system to allocate and
manage financial resources across stages.

Quality Management Plan

Quality management for CRM deployment is detailed below. The proposed plan ensures the CRM
system meets the company's demands. Tables show quality objectives, assurance, and control.

Quality Objectives:

Table 6: Quality Objectives

Objective Description Metrics/Targets

System Ensure the CRM system performs efficiently Response time < 2 seconds
Performance and effectively
Usability Ensure the CRM system is user-friendly and 90% user satisfaction rate
easy to navigate
Reliability Ensure the CRM system is stable and operates 99.9% system uptime
consistently
Data Accuracy Ensure the accuracy and integrity of data within 95% data accuracy rate
the CRM system
Security Ensure the CRM system is secure and protects Compliance with GDPR and other
sensitive customer data regulations

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Quality Assurance:

Table 7: Quality Assurance Plan

Activity Description Frequency Responsible

Role
Test Plan Develop a comprehensive test plan to assess the CRM Once CRM Specialist
Creation system
Code Review Review the customized CRM software code for Ongoing IT Support
quality and best practices
Test Execution Execute test cases based on the test plan Ongoing CRM Specialist
Review Regular meetings to discuss test results and system Bi-weekly Project
Meetings performance Manager

Quality Control:

Table 8: Quality Control Plan

Activity Description Frequency Responsible

Role
System Monitor the CRM system to identify potential issues Ongoing IT Support
Monitoring and areas for improvement
Data Auditing Regularly review data within the CRM system to Quarterly Data Analyst
ensure accuracy and integrity
User Feedback Collect and analyze user feedback to identify areas Ongoing Trainer
for improvement
Maintenance Perform routine maintenance and updates to ensure Ongoing IT Support
system quality

This quality management plan ensures the CRM system meets the company's requirements. This
plan helps the project team monitor the CRM system's quality throughout its existence.

Risk Management Plan

Below is the CRM installation risk management plan. The proposed technique involves risk
identification, impact assessment, and mitigation. Tables clarify risk and mitigation techniques.

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Risk Identification:

Table 9: Risk Identification Table

Risk ID Risk Event Risk Category

R1 Data security breaches Security
R2 Poor user adoption People
R3 Integration issues Technical
R4 Project delays Schedule
R5 Cost overruns Budget

Risk Assessment:

Table 10: Risk Assessment

Risk ID Likelihood Impact Risk Score Priority

R1 Low High 12 High
R2 Medium Medium 9 Medium
R3 Low High 12 High
R4 Medium Medium 9 Medium
R5 Low Medium 6 Low

Risk Mitigation Strategies:

Table 11: Risk Mitigation

Risk Mitigation Strategy Responsible

ID Role
R1 Implement robust security measures, conduct regular audits, and IT Support
provide security training to staff
R2 Offer comprehensive training, provide ongoing support, and address Trainer
user concerns promptly
R3 Collaborate with IT experts to ensure seamless integration and address CRM Specialist
potential issues
R4 Establish clear project milestones, monitor progress, and adjust plans Project
as necessary Manager
R5 Develop a detailed budget, track expenses closely, and make Project
adjustments to control costs Manager

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Risk management can assist identify, assess, and manage CRM implementation project risks. This
method helps the project team manage risks and increase project success.

Communication Management Plan

Below is a detailed CRM deployment project communications strategy. The proposed plan outlines
how project stakeholders will get updates, progress, and difficulties. Tables clarify communication
objectives, methodologies, and stakeholder identification.

Communication Objectives:

Table 12: Project Communication Objectives

Objective Description
Information Keep stakeholders informed about project status, progress, and issues
Engagement Engage stakeholders in decision-making, problem-solving, and feedback
processes
Documentation Maintain a record of project communication for reference, tracking, and
future projects

Communication Methods:

Table 13: Project Communication Methods

Method Description Frequency

Regular In-person or virtual meetings to discuss project updates, progress, Bi-weekly
Meetings and issues
Progress Written reports outlining project milestones, accomplishments, and Monthly
Reports challenges
Email Brief email updates to share important information and notify As needed
Updates stakeholders of any significant changes

Stakeholder Identification and Communication:

Table 14: Project Communication Management

Stakeholder Role/Interest Preferred Communication Frequency

Method
Project Strategic oversight and Regular Meetings, Progress Bi-weekly,
Sponsor funding Reports Monthly

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 Project Team Execution of project tasks Regular Meetings, Email Bi-weekly, As
Updates needed
Employees CRM system users, Email Updates, Progress As needed,
training Reports Monthly
Vendors CRM software and Email Updates, Regular As needed, Bi-
services Meetings weekly

This CRM deployment communication plan informs and involves stakeholders. This technique
ensures clear and efficient communication, improving teamwork and project success.

Conclusion

The implementation of a Customer Relationship Management (CRM) system in a medium-sized

retail enterprise is expected to enhance customer satisfaction and retention, optimise operational
procedures, and augment profitability. The organisation can anticipate a prosperous
implementation and a return on investment by adhering to the delineated project plan.

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References

Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM):
People, process and technology. Business Process Management Journal, 9(5), 672-688.
https://doi.org/10.1108/14637150310496758

Dyche, J. (2002). The CRM Handbook: A Business Guide to Customer Relationship Management.
Addison-Wesley.

Goldenberg, B. (2008). CRM in Real Time: Empowering Customer Relationships. Information

Today, Inc.

Peppers, D., & Rogers, M. (2016). Managing Customer Experience and Relationships: A Strategic
Framework. John Wiley & Sons.

Vukšić, V. B., Bach, M. P., & Popovič, A. (2013). Supporting performance management with
business process management and business intelligence: A case analysis of integration and
orchestration. International Journal of Information Management, 33(4), 613-619.
https://doi.org/10.1016/j.ijinfomgt.2013.03.003

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