Developing CRM System For High Service Inc. – Project Charter, Milestone, Duration, Budget Estimate

Project Charter

The main aim of the project is to develop proper customer relationship program for improving customer service by increasing revenue and minimizing cost. It is identified that the main purpose of the CRM project is to trial 3 to 5 solutions for determining the social CRM, which is helpful in meeting the requirements. The new system must be procured with the existing infrastructure for the major social platforms including twitter, facebook, blog as well as LinkedIn. The new system must be implemented across the enterprise for establishing proper metrics as well as analytics for measuring the performance of the new system.

Task Name	Duration	Start	Finish Save Time On Research and Writing Hire a Pro to Write You a 100% Plagiarism-Free Paper. Get My Paper
Development of CRM system for High service Inc.	489 days	Mon 9/4/17	Thu 7/18/19
Initiation phase	40 days	Mon 9/4/17	Fri 10/27/17
Developing business case	5 days	Mon 9/4/17	Fri 9/8/17
Undertaking feasibility study	10 days	Mon 9/11/17	Fri 9/22/17
Establishing project charter	15 days	Mon 9/25/17	Fri 10/13/17
Appointing team members	10 days	Mon 10/16/17	Fri 10/27/17
Completion of initiation phase	0 days	Fri 10/27/17	Fri 10/27/17
Planning phase	178 days	Mon 10/30/17	Wed 7/4/18
Creating project plan	20 days	Mon 10/30/17	Fri 11/24/17
Creating resource plan	30 days	Mon 11/27/17	Fri 1/5/18
Creating financial plan	25 days	Mon 1/8/18	Fri 2/9/18
Creating quality plan	27 days	Mon 2/12/18	Tue 3/20/18
Creating risk plan	25 days	Wed 3/21/18	Tue 4/24/18
Creating acceptance plan	12 days	Wed 4/25/18	Thu 5/10/18
Creating communication plan	21 days	Fri 5/11/18	Fri 6/8/18
Creating procurement plan	18 days	Mon 6/11/18	Wed 7/4/18
Completion of planning phase	0 days	Wed 7/4/18	Wed 7/4/18
Execution phase	267 days	Thu 7/5/18	Fri 7/12/19
Trial solutions	40 days	Thu 7/5/18	Wed 8/29/18
Procure the new system	35 days	Thu 8/30/18	Wed 10/17/18
Integrate the new system into existing system	42 days	Thu 10/18/18	Fri 12/14/18
Procure necessary data and API	38 days	Mon 12/17/18	Wed 2/6/19
Trialing new system processes	27 days	Thu 2/7/19	Fri 3/15/19
Implementation of new system	41 days	Mon 3/18/19	Mon 5/13/19
Establishing metrics and analytics	44 days	Tue 5/14/19	Fri 7/12/19
Completion of execution phase	0 days	Fri 7/12/19	Fri 7/12/19
Closure phase	4 days	Mon 7/15/19	Thu 7/18/19
Stakeholder sign off	1 day	Mon 7/15/19	Mon 7/15/19
Post project review	2 days	Tue 7/16/19	Wed 7/17/19
Documentation	1 day	Thu 7/18/19	Thu 7/18/19
Completion of closure phase	0 days	Thu 7/18/19	Thu 7/18/19

It is identified that the entire duration that the project “development of CRM system for High Service Inc. requires is around 489 days. The project manager assumed that within 489 days the entire project would be executed successfully.

 It is identified that around $2,000,000 is required for completing the project successfully as per the estimation of the project managers. It is estimated by the project manager that $300,000 of the funds are generally used for internal staffing and rest of the amount will be spend on various consultants,  for procuring solutions, staff training, help desk support and licensing the social media data APIs.

 There are number of assumptions that are made before the ignition phase of the project. The assumptions include:

Budget: The project manager assumed that the entire project would be executed successfully within the budget that is around $2,000,000.

Time:  It is identified that around 489 days are generally required for executing the project successfully within the estimated budget that is assigned for making the execution of CRM system successful.

Outcome: It is assumed that the entire project will be successful in improving the customer service of the organization “High service Inc”

 The different types of constraints of the project are as follows:-

 Cost: The project must be completed within the budget that is estimated to be around $2,000,000. If the project managers are not able to complete the project within the assumed budget then it is quite difficult for them to maintain financial stability within the organization.

Schedule: If the project managers are unable to maintain the schedule during project progress then it is quite difficult for the project manager to manage the completion of the entire project within the assumed time and budget. In order to execute the project successfully, it is very much necessary to complete the entire project properly within the estimated budget and time.

Scope: The project scope must be helpful in elaborating the objective of the project properly so that the project manager will be able to execute the entire project within the estimated budget as well as time.

Title	Role	Requirement	Expectation	Influence	Interest
Program Sponsor	The project sponsor have provided high priority to this project and thus plans to hold proper interview to hand pick appropriate team members as well as project managers. In addition to this, the project sponsor also took all the responsibility that is associated with accountability for the entire project.	Video conference, telephone and email	To hold effective interview to handpick project manager as well as team member	High	High
Senior executive	The senior executive engages in developing the CRM system within the organization successfully so that the organization can be able to provide proper customer service.	Video conference, telephone and email	Helps in developing the CRM project	Medium	Medium
Project manager	The project manager is the person who has the proper responsibility of successfully designing, executing, planning as well as controlling the project for executing the CRM system within the assumed time and budget.	Video conference, telephone and email	Take the entire responsibility of the project for making the system development successful	High	High
Consultant	The consultant mainly engages in assisting the compilation of various short list of vendors.	Video conference, telephone and email	To assist compilation of shortlisted vendors	Medium	Medium
Marketing manager	The marketing manager will helps in proposing the business case and determining various requirements of the system.	Video conference, telephone and email	To propose the business case	High	Medium
Project team	The project team of the organization mainly engages in the CRM project for executing it proper so that it would be helpful in improving customer relationship management of the organization.	Video conference, telephone and email	To develop the CRMM system successfully	High	High
Hr manager	The hr manager will work with project sponsor in order to advertise the opening of team internally as well as outside the company.	Video conference, telephone and email	To advertise team opening	Medium	Medium

It is identified that the organization “High service Inc.” will conduct a brainstorming session for identifying the internal as well as external stakeholders. The session of brainstorming will generally comprise of project team as well as project sponsor. The entire session will be categorized into two parts. In the first part, the internal stakeholders will be identified and in the second parts all the external stakeholder will be identified. The organizations have some criteria with the help of which they are categorizing an individual as stakeholder of the organization. The criteria include:

• Impact of the person on the project
• Position of the individual, which can influence the project
• Person’s impact on project resources
• Skills and capabilities of the person and
• Advantage of having the person within the project

Team of the project will engage in determining the key stakeholders who have most influence as well as impact on the project. The key stakeholders are those who generally requires proper communication as well as management. After proper analysis, it is identified that the key stakeholders are:

• Senior executive
• Project manager
• Program sponsor
• Consultant
• Marketing manager

The main purpose of stakeholder analysis is to determine the level of power as well as influence of the stakeholders, in order to plan the approach of management for each stakeholder and to identify the proper level of communication for each of the stakeholder. The chart below is very much helpful in establishing the stakeholders and their level of interest as well as power for use.

Stakeholder	Power	Interest
Program Sponsor	9	8
Senior executive	8	4
Project manager	9	5
Consultant	4	6
Marketing manager	8	7
Project team	9	8
HR manager	6	3

The scope of the project is categorized into in-scope and out-scope. The in-scope of the project is provided below:

• Development of CRM system for improving customer service
• Integration of the system into existing architecture
• Procurement of necessary data and APIs
• Implementing new system across the enterprise
• Establishing metrics and analytics for measuring new system performance

The out scope of the project is as follows:-

• Providing training to the employees for improving customer service
• Providing facility to the customers to inform bout the challenges that they face

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