Project Management Concepts: Customer Relationship Management Essay

Question:

Describe about the Project Management Concepts for Customer Relationship Management.

Answer:

Introduction

The report has been made for focusing on the topic of project management. The project management is important for focusing on the development of project plan and completing the project within provided time. The case study of a major theme park company has been selected for understanding the role of project management in a particular project and the components of project processing. The business parks situated in Australia is the centre of attraction for almost 150,000 families from both national and international sectors. According to Bradley (2016), the information system proposed should be with latest technological features and it should be integrated on a single platform. Hence it would be easily accessible from any place. The report would show profound and extensive methods for implementation of the project. The report would evaluate the strategies that can be used for making sure that the project is successfully implemented.

Plan for the Project Implementation

Comprehensive plans for pre-implementation and post-implementation

The project management would deal with the process of making plans for pre-implementation and post-implementation of the information system required at the park company. It would require considering a complete life cycle of the project plan for information system implementation (Dozier, Grunig and Grunig 2013). The steps required for making the implementation plans are:

Plan for Pre Implementation

The pre implementation plan consists of steps like planning, analysis of requirements, system design, system development, and system implementation. Explanation of the steps is being done in the following paragraphs.

Planning: The proper planning is very crucial for any project execution and completion. It is essential for determining the success or failure of the project (Hill 2013). The planning of the project could be done by the analysis of various facts and estimation of the benefits of the project plan for the customers.

Analysis of Requirements: The requirements of the project planning consist of forming information analysis about the customers. It is important for analyzing the requirements prior to the implementation process (Turner 2016). The requirement analysis would help in understanding the requirements of the customers, organization and other stakeholders of the project and it is done before the project is implemented.

System Design: The design of the system proposed for the park company would have to be sufficient for meeting all the requirements of the organization (Crawford 2014). The customers and other stakeholders have some requirements from the information system such as being able to provide the necessary information, ease of decision making, and efficiency. The design new information system must supplement and incorporate all these expectations of the organization (Alhawari et al. 2012). The design should compile with the feature of mobile application for the organization.

System Development: The system development incorporates the development option for making any amendments in future when required (Morris 2013). It would also take in consideration for any necessary changes demanded by the client. Hence the system design must be made compatible for being update with the demands of the clients or customers. The system must provide the feature of using online booking options with the mobile application of the organization.

System implementation: The system for the information processing must be used for enhancing the functionality and operations of the park company. According to Garton and McCulloch (2012), it would integrate the customer system on a single centralized platform for easing the flow of operations in the company and improving the business processes.

Plan for Post Implementation

The plan for post implementation consists of system design, system development and system implementation. Explanation of these steps is given in the following paragraph.

System Design: The system design for the new information system of the customers would be helpful for fulfilling the requirements of the organization, customers and other stakeholders (Morris, Pinto and Jonas 2012). The design can be evaluated for checking the consistency and accuracy by using the functioning and testing of customer acceptance.

System Development: The system developed for the park company would be able for providing the organization with ease of acquisitioning the further development and changes. The system developed can be used for executing the best possible solution for the development model.

System Implementation: It is important for management of the customers of the park company and monitoring them on a daily basis (Lientz and Rea 2012). The implemented system would be helpful for consideration of security account for the privacy of the user system.

Implementation plan

The project made has helped in forming improved management system for the information system of the park company. The budget of the company has been estimated to be around $718,495.00. It would take almost 78 days for completion of the project. Variety of resources would be used for completion of the project within the allocated time and fixed budget.

Activity of the project

Name of the party (or commodities) involved

Proposed Customer Management Information System

Planning of the Project

Manager of the Project and Accountant

Schedule of the Project

Project Manager and Project Co-ordinator

Fixing the Budget of the Project

Accountant of the Project, Computer Hardware and Software resources, Land, Furniture, and Infrastructure

Gathering required resources for the Project

Project Manager and the Software Developer of the information system

Commencing the project

Leader of the team and the Project Manager

Development process of Digital conversion

Software developer, Hardware Engineer and Design Developer of the project

Software Correction

Software tester, Software Developer and Network Engineer

Development of the Mobile Application

Software Developer and Hardware Engineer

Modification of the App

Software tester, Software Developer and Design Developer

Closure of the Project

Manager of the Project and Accountant

Assumptions of the Plan

The following assumptions were made for considering the new information management system of the park company:

The computer software and hardware resources were bought before the implementation of the project along with the basic infrastructural things like furniture and land.

The proposed information system for the customer and the mobile application would be developed internally with the company of major theme park.

The internal staffs of the company would be responsible for designing and developing the information system and the mobile application.

Fundamentals of the Plan

The fundamentals of the plan implementation consist of various factors like stakeholders, budget estimation and allocation, and resources. These factors have been explained below:

Project Stakeholders

Name of the Stakeholders

Company Board of Major Theme Park

Sponsors of Major Theme Park

Customers and Clients of Major Theme Park

Intensity of the Impact

Intense

Intense

Intense

Degree of Influence

High

Medium

High

Formed Strategy for engagement of the stakeholder

On a monthly basis for the board meetings

Monthly growth report of the company’s budget

Analysis of the requirements before the initialization of the project

Budget Estimation and Allocation for the project

Name of the Financial Activity

Expected Cost expense

Proposed Customer Management Information System

$718,495.00

Planning of the Project

$697.00

Schedule of the Project

$520.00

Fixing the Budget of the Project

$690,617.00

Gathering required resources for the Project

$395.00

Commencing the project

$3,980.00

Development process of Digital conversion

$16903.00

Software Correction

$2,793.00

Development of the Mobile Application

$1,397.00

Modification of the App

$793.00

Closure of the Project

$400.00

Project resources

The resources of the project are being shown in the list below:

Serial No.

Resource

1

Team Leader

2

Project Manager

3

Accountant

4

Hardware engineer

5

Software developer

6

Network engineer

7

Tester

8

Designer


Monitoring and Controlling

Some strategies can be used for keeping an eye on the progress of the project and making sure it has not sidetracked from the main goal. They have been pointed out below:

1) Preparation of the review meeting at regular interval

2) Evaluating the expenses of the project with the estimated cost

3) Developing a practical tracking method for project progression and its costing factors

4) Summarization of the major events of the project with the estimated project sequence and its timeline

Budget Plan for the Project

The estimated sum of the project budget is $718,495.00 and the duration of the project is 78 days. The list is shown below:

Name of the Financial Activity

Duration of the activity

Expected Cost expense

Proposed Customer Management Information System

78 days

$718,495.00

Planning of the Project

3 days

$697.00

Schedule of the Project

1 day

$520.00

Fixing the Budget of the Project

2 days

$690,617.00

Gathering required resources for the Project

13 days

$395.00

Commencing the project

1 day

$3,980.00

Development process of Digital conversion

39 days

$16903.00

Software Correction

7 days

$2,793.00

Development of the Mobile Application

8 days

$1,397.00

Modification of the App

3 days

$793.00

Closure of the Project

1 day

$400.00

Identification of risk factors

The risk factors for the project of customer information system are :

  1. Unscheduled requirements in the project
  2. Unavailability of the staff
  3. Unattended work package updates

Risk Management Planning

Risk Identification

Requirements update in the project

Staff Unavailability during the execution of the project

Work package updates in the project

Degree of Impact

High

High

Medium

Strategy for Mitigation

Requirement analysis should be executed prior to the project in accordance with the respective stakeholders

Allocation of the additional resources for completion of the project within allocated time and stipulated budget

Analysis of the work packages regularly or at regular interval for ensuring the assurance of the successful completion


Project Schedule

Recommendations for the information system

Management Improvement: According to Heagney (2012), the management improvement comprises of methodology or procedures that are planned for figuring the change in the improvement of the framework. The proposed framework would be secondary to the Customer relationship administration framework and it would help in dealing with the clients' connection with the Theme Park. The administration is the examination of the degree, usefulness, and deliverable of the Customer connection administration. The proposed framework would be very successful and the administration of the framework would be facilitated (Mir and Pinnington 2014). The extent of the framework like administration of the CRM information and practical operations of the Theme Park would be exceedingly expanded and it would help in conveying the required yield from the framework proposed.

Quality Assurance: The quality management plays a significant role in project management of the Theme Park. It consists of various ways or processes such as proficiency testing, rechecking or retesting, and on site evaluation (Kerzner 2013). The proficiency testing requires external provider for sending the testing of the system being made for Theme Park. It would help in analyzing and comparing reports for the system proposed. Rechecking is the process of analyzing the proposed system again for errors or bugs. The system proposed for the Theme Park would have to be made consistent and error free. On site evaluation, refers to the process of monitoring the system while deployed in the Theme Park. According to Burke (2013), the processes or activities of the system would that is to be implemented in the Theme Park must be constantly monitored. The use of External Quality Assessment would help in comparing the performance and outcomes of the system that would be implied in the Theme Park.

Communication Management: It is the orderly administration of the communication procedure inside an association. The procedure of correspondence administration incorporates the arranging, checking, executing, and updating the techniques or procedures of correspondence (Bloch, Blumberg and Laartz 2012). The correspondence is a two way handle and the channel must be commotion (unsettling influence) free with a specific end goal to pass on one's message plainly to the others. The correspondence administration would help in ensuring that the imparted message has been gotten instantly and without being altered by any outer media. According to Goetsch and Davis (2014), the correspondence administration would help in ensuring that the stream of the data in the Customer Relation framework would be viable and consistent.

Conclusion

It can be concluded from the report that the project for advancement and usage of new client management system will be effectively accomplished by implying the recommended techniques. The accomplishment of the project is conditioned by different components. Subsequently, the key administration techniques are fundamental for satisfaction of the client prerequisites and also business targets of the association. However, it can be reasoned that the process of planning of any project is a key component for guaranteeing accomplishment of the project. The planning of a project should be possibly improved by plotting a Gantt graph with the assistance of Microsoft Project application.

References

Alhawari, S., Karadsheh, L., Talet, A.N. and Mansour, E., 2012. Knowledge-based risk management framework for information technology project. International Journal of Information Management, 32(1), pp.50-65.

Bloch, M., Blumberg, S. and Laartz, J., 2012. Delivering large-scale IT projects on time, on budget, and on value. Harvard Business Review.

Bradley, G., 2016. Benefit Realisation Management: A practical guide to achieving benefits through change. CRC Press.

Burke, R., 2013. Project management: planning and control techniques. New Jersey, USA.

Crawford, J.K., 2014. Project management maturity model. CRC Press.

Dozier, D.M., Grunig, L.A. and Grunig, J.E., 2013. Manager's guide to excellence in public relations and communication management. Routledge.

Garton, C. and McCulloch, E., 2012. Fundamentals of Technology Project Management. MC Press, LLC.

Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. pearson.

Heagney, J., 2012. Fundamentals of project management. AMACOM Div American Mgmt Assn.

Hill, G.M., 2013. The complete project management office handbook. CRC Press.

Kerzner, H.R., 2013. Project management: a systems approach to planning, scheduling, and controlling. John Wiley & Sons.

Lientz, B. and Rea, K., 2012. International project management. Routledge.

Mir, F.A. and Pinnington, A.H., 2014. Exploring the value of project management: linking project management performance and project success. International Journal of Project Management, 32(2), pp.202-217.

Morris, P.W., 2013. Reconstructing project management. John Wiley & Sons.

Morris, P.W., Pinto, J.K. and Jonas, S. eds., 2012. The Oxford handbook of project management. OUP Oxford.

Turner, R., 2016. Gower handbook of project management. Routledge.

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