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Organization CRM Solution

Task1 I would identify the project aims and objective and also identify the constraint should in which they would be specified

Dawson Automobiles is an entry level luxury cars dealership which is experiencing difficulties in managing information which the companies require to operate example customer's information synchronization of business information, accuracy of information and efficient flow of information through the organization. My assumption is that they would be implementing a CRM solution the aim and objective of this project is to implement a world-class (CRM) solution which stands for

(Customer Relationship management) which will address the companies issues as it relates to customer management, it was stated “CRM is a strategy—not simply an application, technology, or suite of products. The central idea behind CRM strategy is that it makes the customer the center of all central idea behind CRM strategy is that it makes the customer the center of all” (info-tech research group- 2005)

central idea behind CRM strategy is that it makes the customer the center of all

business operations.

with a CRM solution will provide the tools needed to compete in today's highly competitive markets, it would allow the company to have a more customer centric culture, what this solution will deliver a 360 degree view on all its customers and efforts to increase and personalize the customer experience in the future it also ties in with the information systems policies and processes, a major part of this project would be software development as defined (King, D.1992) “ a software development project is a set of activities that starts and ends at identifiable point in time and the producers quantifiable and qualifiedly software deliverables” the following would now breakdown objectives and aims that this project will deliver.

Objectives and Aims

• To provide feasibility study which will clearly define that needs of your business as it relates to a CRM solution in your organization

• To provide project plan and a supporting report on the CRM solution

• The implementation of a CRM prototype

• Training and development plan of all stakeholders who would be interacting with the new solution CRM solution.

• Recommended hardware and software for the CRM solution

• The implementation of on CRM solution in your organization

I will know identify the constraints in which these objectives will be an achieved

• A feasibility study which will clearly define that needs of your business as it relates to a CRM solution in your organization

(King, D.1992) “ the object to a feasibility study is to provide a practicability of the proposed system”

Cost

A feasibility study will be conducted there will be some constraints in conducting this feasibility study, one major constraints is cost in order to conduct a feasibility study it would require expert resources and research material costs must be taken into consideration for this task.

Time/Quality

The employees are reluctant in disseminating information which would be necessary in completing a successful feasibility study this must be taken into consideration as it may take time to find creative ways of getting the necessary information from these employees, this situation may also affect the quality of the feasibility study as information given may not be concrete and may affect the project outcome this must be taken into consideration.

Before the actual prototype and full implementation of the CRM solution the feasibility study must be conducted on completed times must be taken into consideration for this task.

A project plan and a supporting report on the CRM solution

Time

Before the implementation of the CRM solution we are expected to deliver a report and a project plan the constraints within we operate would be time to time allocated to produce this report and project plan will be (3) weeks

Cost

Cost would also have to be budgeted for this task

The implementation of a CRM prototype

Cost

In which we understand the impact of the CRM to your environment the implementation of report of a prototype is necessary in the early stage of this project this implementation must be budgeted into the overall course of the CRM implementation.

Cost/Time

Training and development plan of all stakeholders who would be interacting with the new solution CRM solution.

Training and development would be necessary to the successful implementation of this project, time and costs must be taken into consideration in the planning of this project.

Recommended equipment and software for the CRM solution

Ordering of the CRM infrastructure equipment must be taken into consideration when doing the project plan shipping time alone with peak shipping periods must be taken into consideration in developing an efficient project on will

The implementation of on CRM solution in your organization

There are two major constraints as it relates to the prototype implementation of the CRM solution one is time the constraints that I would be working with as relates to the prototype would be (3) this will be taken into consideration in the project plan I am assuming the overall budget will allocated for the CRM prototype and the complete implementation CRM solution is $80.000 €all this will be taken into consideration in design and hardware recommendations.

Resource availability

The constraints as it pertains to resource availability would have to be taken into consideration with the aggressive timeline that we would be working with them may be resource limitations this would have to be taken into consideration in the overall project plan.

Tasks 3

Leadership

Leadership would pay very important part in the success of this project

(Verzuh, E. 2005) “mastering the science of project management provides a foundation for the art of leadership”

as you indicated to me before there would be strong resistance in implementing the new system by stuff I intend to use a Democratic leadership style which is proven to be most effective in situations where change is being met by resistance.

(Bender, U. P 2001. p 51) “Through out history outstanding leaders have been ordinary people with extraordinary vision and skill to communicate it”

There is a big difference between a management and a leadership not all managers are leaders being placed in a position of authority does not make your leader but a bit both is needed in today's highly dynamic business environment the main difference between a manager on the leader is the way they motivate people to do work many managers act in both rolls leaders well set the direction developer a vision for change while a manager would plan budget and set targets for the future change in the situation being a leader is very important as you would be dealing with its employees that's are emotional about change Most employees resist change because of fear listed below are some of the issues that employees may have

• Fear of the job loss

• Fear of not been an asset to the company

• Fear of not being able to use the new technology

• Fear of being more accountability for performance

• The person's personal predisposition to transform.

• Surprise and fear of the unfamiliar situations

• Climate of distrust.

• Fear of failure.

• Loss of position and/or job security.

• Peer pressure.

• Interruption of cultural traditions and/or group associations.

• Personality conflicts.

• Not seeing long-term benefits.

These are just some of the factors that the results of any employee resisting the implementation of the CRM solution it is very important to indicate that most failure of the CRM solutions was course by resistance from users the strategy and approach that I am going to use is to basically get the users involved from the beginning we can also use the feasibility study as a means to get information and requirements from the employees which means they would feed a part of the solution from the beginning I will ask for suggestions and recommendations of basic functions that would improve the system by having lunch and learn meetings, questioner, workshop, and grand opening of the CRM solution all of these activities are designed to get employees support another avenue that I would be using is the prototype implementation as stepping stone as to what the new solution would be like yet again I would solicit feedback at this stage I would encourage users to use the prototype and demonstrate to them the advantages of using this new system I will also implement I would like to also recommend training as a strategy in gaining acceptance of the new solution I would propose to have Training done early in the implementation process this will also reinforce trusts between your company and your employees of that day out popped out the complete solution is for employees understand the new solution they would be more open to change coming out of the feasibility study we would identify those employees that would be most affected by this solution and we would pay special attention to them with constant information sharing and updates which will aid in the buying process of the solution

Communication

Communication will play a major role in the completion of this project and how should it be taken seriously (Bender, U. P 2001. p 52) “communication on is the lifeblood of today's society it is a fight to a two low well-being of your life and your projects” a communication strategy will be developed the main objective of this communication strategy is to get and keep the commitment of all stakeholders in this project. In today's business in order to deliver a project successfully communication is on key elements In fact, many failed projects are dud to lack of communication or substandard communication listed below are some of the major contributions to communication frailer.

Differences in expectations and deliverables

Project managers need to ensure that all stakeholders associated with the project have a general set of expectations and conditions of the delivered, time and at what cost. Keep in order to speak with reporters up to date is very important sometimes expectations may change when this happens it needs to be documented and circulate to all stakeholders any slippage in delivery would be communicated immediately also the reason why the slippage occurred.

Fear: Fear makes stakeholders feel it necessary to guard their own welfare. When employees feel it necessary to protect the on going to be open therefore communication will be limited and with this frame of mind to communication would not be positive communication that will help the project would be communication that is geared to patent a negative perspective on the project.

To overcome this fear

I will work on developing trust among the stakeholders by demonstrating honesty integrity and accountability which means I will also be held accountable for deliverables that I need to meet my deliverables I are would have demonstrated my integrity which would lend to the employees trusting me under fair of what this solution may bring which in turn will open the communication channels

Confusion

Confusion is next to you need to manage example roles and responsibilities or processes when employees are not certain what are their responsibilities and their rules in a project to project loses focus if project meeting is held and no one understands the method involved in the implementation of all stakeholders would end up with a different perspective on the end result.

To overcome confusion

Leadership

For the project to be successful someone has to be a clear leader someone has to set the direction and keep the team focus on the project deliverables, seeing that I am not part of your company it would be easy for me to be a trusted leader employees as I would not be fighting for power are position it would be easy for me to be that person for employees would feel comfortable coming to me with issues as it relates to the project and it would give the company a chance to address them before chaos breaks out. To aid in this process of effective communication would be I would use a communication plan

Communication plan

A communication plan is an imperative part of any project it is a structure for ensuring that information is shared with suitable audiences on a timely basis and is delivered by the most effective means. Some of the basic information that would be required for this project communication plan would be

• Changes to the Business Objectives

• Project development (both time and cost)

• Scope Status

• Issues and Risks

Please see a sample of a project communication plan below

Mentorship on Coaching

Mentorship on Coaching may play a key role in delivery of this project many people are confuse the two have been no explained the difference between mentoring and coaching and where in this project to two may be required,

Mentorship

Mentorship can be seen as a consular providing direction advice or point to development opportunities with in an organization commonly a mentor would be someone with a board range of experience in the organization which can influence your development path most mentors as it relates to an organization are senior management in this project their would be a need for me to do mentoring and this would be in the feasibility study in order for this solution to have a real impact on this organization it would take input from your key stakeholders, as you know employees of very suspicious when it comes to change an organization and in order for me to get accurate information from these employees I would play a mentorship roll

I would speak to them about the benefits of this new system and the opportunity for development of their skills as it relates to their specific area by providing guidance on how to articulate their daily deliverables, this information will now be use in to solidify the CRM deliverables as a solution. Coming out of this s solution there would be opportunities within your organization for career advancements example there would be a need for a system administrator I would speak to key individuals in your organization in that may be suited for these positions and encourage them to prepare themselves for such positions.

Another area where mentorship would be necessary is in providing sound advice to the management team as to the direction of your IT infrastructure as it relates to the CRM solution with my years of experience in implementing CRM solutions successfully, I will provide historical data as to where problems may occur and how to avoid it.

Coaching

Coaching will also have a part to play in this implementation coaching is a process where teaching observing your work processes and providing feedback on executions. In the pilot stage this would be key as employees would be a custom with the old processes and would need to acquire new skills and techniques to maximize the solution I would have trained personnel in the CRM interface an end-user application this assisting your staff in maneuvering within the end user interface screen they would provide your employees with techniques that will aid in the transitioning from the old system to the new also providing feedback on performance of your staff this will aid in the decision when to cut over to the new system as all your employees should be trained and ready before they can use the system in the production environment.

Coaching Disadvantages

There are many advantages with coaching one is it's an cost-effectively way off developing an individual specific skill area instead of hiring new staff with that skill this would also create a sense of security and development which your employees which would lead to employee's loyalty your organization staff turn over would be low so you would not have to face additional costs as it relates to hiring new staff.

Coaching also has a downside it can be time-consuming and affect productivity in your working environment but in this instance we would be bring you quantify trainers to coach your stuff which means it would not affect production.

Mentorship Disadvantages on the other hand has tremendous value but the mentor and mentee have two develop a good relationship which is based on good communication in order for mentorship to be successful if this is not establish from the stat it could lead to conflict and low self-esteem on mentee this at first possible effect of mentorship would be address by building a good communication foundation which your employees which I might will address as part of my communication strategy.

http://www.tobincls.com/mentoring.htm

Info-Tech, 2005. A Strategy for CRM Selection [Online]

Available at: http://www.infotech.com/ITA/Research%20Centers/Enterprise%20Applications/Customer%20Relationship%20Management/A%20Strategy%20for%20CRM%20Selection.aspx

[accessed] 6 July 2008]

mastering the science of project management

provides a foundation for the art of leadership

ERIC VERZUH (Verzuh, E. 2005 p. 7)

Verzuh, Eric.

The fast foward MBA in project management / Eric Verzuh.—2nd ed.

p. cm.—(The fast forward MBA series)

Includes bibliographical references and index.

ISBN 0-471-69284-0 (pbk.)

1. Project management. I. Title: MBA in project management.

II. Title. III. Series.

HD69.P75V475 2005

658.4'04—dc22 2004027080

Printed in the United States of America

10 9 8 7 6 5 4 3 2 1

TEAM LinG - Live, Informative, Non-cost and Genuine !

Peter Urs Bender (Bender, U. P 2001. p 51)

Through out history outstanding leaders have been in which many people with extraordinary vision and skill to communicate

Leadership from within

Project management made simple David King

(King, D.1992) “ the object to a feasibility study is to provide a practicability of the proposed system

(King, D.1992) “ a software development project is a set of activities that starts and ends at identifiable point in time and the producers quantifiable and qualifiedly software deliverables”

(Bender, U. P 2001. p 52) “communication on is the lifeblood of today's society it is a fight to a two low well-being of your life and your projects”

“CRM is a strategy—not simply an application, technology, or suite of products. The central idea behind CRM strategy is that it makes the customer the center of all central idea behind CRM strategy is that it makes the customer the center of all” (info-tech research group- 2005)

Naras Eechambadi, PhD & Melissa Ortiz, Quaero

(Eechambadi, N. Quaero, O. 2005. p. 1)

Creating a CRM Business Case

q-papers

Naras Eechambadi, PhD & Melissa Ortiz, Quaero

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