Automated Sales Management Software Implementation For Cosies Insulation

Stakeholder

Cosies Insulation is an organization that installs insulation in homes and is in existence since past three years. The company has a call centre with 20 members and the sales staff comprises of 8 members. There are certain issues that have emerged for the sales and call centre staff members in terms of business operations and data handling issues. The company has decided to implement automated sales management software that will be utilized by the members of the call centre to record information and make phone calls. The report includes the details of the system in terms of the work breakdown structure, system vision, stakeholder details, product backlog, elicitation, and use cases.

The purpose of the vision statement is to provide the highlight of the system being developed and the justification & benefits associated with it.

Cosies Insulation has decided to implement automated sales management software that will be utilized by the members of the call centre to record information and make phone calls. The users that will be provided with the access to the system will include admin, call centre staff, sales representative, and manager (Kryjak and Komorkiewicz, 2013).  

The product will primarily serve the purpose of tracking and managing the sales data and it will also include the option for the call centre staff members to contact the customers.

There are several issues that are present in the existing system. There are issues of data loss that have been reported and these issues may cause legal obligation to the organization and may also lead to the emergence of trust issues among the customers. There are also data management issues that have emerged in the system. It is necessary that an automated system is developed for the organization so that these issues are resolved and enhanced capabilities are offered to the users (Kuruzovich, 2013).

There are several benefits that the system will offer to the organization and its users.

• The sales data will be automatically handled and there will be no issues of data loss or leakage.
• The sales tracking will become easier and the sales patterns may also be determined.
• The staff members will be able to contact the customers using the system which will ensure that the process is streamlined and is simplified (Matsuo, 2009). 

Stakeholder	Role	Contribution	Influence	Interest	Type of Communication	RACI Category
Cosies Insulation (Project Sponsor)	The request for the sales management software will be put by the stakeholder and the business case along with the necessary funds will be given.	High	High	High	Weekly communication using progress reports and tele-conferencing tools. Use of emails for unplanned communications	R, A, I
End-Users – Sales representatives, call centre staff, management	The users will provide their expectations from the new system and the issues in the present system that need to be resolved. The work flows and details of business operations will also be provided (Boesso and Kumar, 2016)	Moderate	High	High	Use of elicitation techniques as interviews, surveys, group discussions, and brainstorming for information collection.	C, I
Customers of Cosies Insulation	The customers will provide the feedback on the business operations and services of the organization after the implementation of the new system.	Low	High	Moderate	Use of surveys to collect the feedback	I
Supplier Groups	The stakeholders will deliver the required tools and equipment.	High	Low	Moderate	Emails and tele-conferencing meetings	C
Project Manager & Team	The stakeholder group will carry out the managerial and operational activities to develop and deploy the sales management software (Rusconi, 2018).	High	Moderate	Moderate	Daily progress reports, daily team meeting, emails	R, A, C, I
Project Steering Committee	The review and control activities along with confirmations and authorisations on the project will be carried out by this group.	Moderate	High	Low	Weekly communication using progress reports and tele-conferencing tools. Use of emails for unplanned communications	A, I

The following elicitation techniques shall be used to collect the information from the stakeholders:

• Interview: There shall be personal interviews arranged with the employees and the interview questions shall be prepared in advance. The conduction of the interviews shall take place to make sure that the stakeholder expectations and details are obtained.
• Group discussions: There may also be discussions conducted with the stakeholder groups including employees, customers, and Project Sponsor to understand the current issues and expectations from the system (Sood and Arora, 2012).
• Brainstorming Sessions: These sessions shall be organized with the staff there may be new ideas and concepts that may be identified.
• Surveys: The conduction of the surveys shall be done from all the end-users to reach to a wide audience and collect information on the system. 

User Story ID	Requirement
1	As a Sales Representative, I would like to have the ability to login to sales management software to access the information and functions.
2	As a Sales Representative, I would like to view the ranking of the sales lead value to prioritize the sales activities accordingly (Hudda, Mahajan and Chopra, 2016).
3	As a Sales Representative, I would like to access the sales lead and residential data on the mobile device so that I can perform work from any location and remain available at all times.
4	As a Sales Representative, I would like to access the sales lead and residential data on the mobile device on the basis of postcode filter and view the data with leads geolocation markings so that I can identify the sales areas and customer groups accordingly.
5	As a Sales Representative, I would like to enter the measurement details and specifications of the insulation requirements on the mobile device and receive quotations so that I may close the sales accordingly (Sobiech, Eilermann and Rausch, 2016).
6	As a Call Centre Staff member, I would like to have the ability to login to sales management software to access the information and functions.
7	As a Call Centre Staff member, I would like to have the ability to make calls using the software so that the issues of manual operations are avoided.
8	As a Call Centre Staff member, I would like to have the ability to view the calls history and phone script to prioritize the calls accordingly.
9	As a Manager, I would like to have the ability to login to sales management software to access the information and functions.
10	As a Manager, I would like to generate reports from the software and apply filters on them to track the sales and call centre performance (Ghai and Kaur, 2012).
11	As an admin, I would like to have the ability to login to sales management software to access the information and functions.
12	As an admin, I would like to have the ability to add, delete, and modify the user information to manage the users.

User Story ID	Must (M)	Should (S)	Could (S)	Won’t (W)
1	X
2	X
3		X
4		X
5		X
6	X
7	X
8	X
9	X
10		X
11	X
12	X

The requirements assigned under Must (M) category shall be given the priority over the requirement placed under Should (S) category.

Use Case ID	Name	Description
U1	Login	The users of the system as sales representative, call centre staff member, admin, and manager will be the actors involved in the use case and they shall have the ability to securely login to the sales management system to access the information and functions.
U2	Make Calls	Call centre staff and the system will be the actors involved in the use case. The call centre staff members shall have the ability to make calls through the system (Misbhauddin and Alshayeb, 2013).
U3	View Sales Lead Rank	The sales representative and the system will be the actors involved in the use case. The user shall be able to view the ranking of the sales lead value to prioritize the sales activities accordingly
U4	Close Quotations	The sales representative and the system will be the actors involved in the use case. The user shall be able to enter the measurement details and specifications of the insulation requirements on the mobile device and receive quotations so that sales may be closed accordingly.
U5	Generate Report	The manager and the system will be the actors involved in the use case. The user shall be able to generate reports from the software and apply filters on them to track the sales and call centre performance (Bhuiyan, Haque and Shabnam, 2018).

References

Bhuiyan, M., Haque, F. and Shabnam, L. (2018). Integration of Organisational Models and UML Use Case. Journal of Computers, 13(1), pp.1-17.

Boesso, G. and Kumar, K. (2016). Examining the association between stakeholder culture, stakeholder salience and stakeholder engagement activities. Management Decision, 54(4), pp.815-831.

Ghai, S. and Kaur, J. (2012). Analysis of User Requirements Gathering Practices in Agile and Non-Agile Software Development Team. International Journal of Computer Applications, 58(8), pp.13-18.

Hudda, S., Mahajan, R. and Chopra, S. (2016). Prioritization of User-Stories in Agile Environment. Indian Journal of Science and Technology, 9(45).

Kryjak, T. and Komorkiewicz, M. (2013). Hardware-software vision system for moving people counting based on 3D information. Image Processing & Communications, 18(2-3), pp.71-81.

Kuruzovich, J. (2013). Sales Technologies, Sales Force Management, and Online Infomediaries. Journal of Personal Selling & Sales Management, 33(2), pp.211-224.

Matsuo, M. (2009). The Influence of Sales Management Control on Innovativeness of Sales Departments. Journal of Personal Selling & Sales Management, 29(4), pp.321-331.

Misbhauddin, M. and Alshayeb, M. (2013). Extending the UML use case metamodel with behavioral information to facilitate model analysis and interchange. Software & Systems Modeling, 14(2), pp.813-838.

Rusconi, G. (2018). Ethical Firm System and Stakeholder Management Theories: A Possible Convergence. European Management Review.

Sobiech, F., Eilermann, B. and Rausch, A. (2016). Using Synergies between User Stories in Scrum. Lecture Notes on Software Engineering, 4(2), pp.91-94.

Sood, V. and Arora, M. (2012). Comparison of Requirements Elicitation Techniques. International Journal of Advances in Computing and Information Technology, 1(4), pp.378-387.