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ISY2004 Information Systems: CRM Project for High Service Inc

This part follows High Service Inc assignment case study. The project sponsor has approved your Initial Project Plan and associated documents, you may proceed to the planning phase of the project by providing a formal project report for the project sponsor based on the following project planning documents. You may make any appropriate assumptions needed to enable the successful completion of the project. Again, make these assumptions explicit in your report. Use screen shots from your MS Project file. It is a mandatory requirement that you use MS Project. It should be available in the lab.

Here are the required sections:

  1.  Gantt chart
  1.  Network Diagram (Critical path diagram)
  1.  Identify at least eight milestones for this project using SMARTcriteria.
  1.  Resources table
  1.  Project budget, as calculated by MS Project
  1.  RACI Table
  1.  Identify 6 potential risks for this project and write the risk register for all of them. Ensure one of your risks is a positive risk.
  1. Construct the Probability/ Impact Matrix for those 6 potential risks.

Answer:

Assumptions

No holiday considered during the project lifecycle

Weekends off days

Daily working hours = 8 hours / day

From 8:00 AM – 12:00 PM = 4 hours (Working Time)

From 12:00 PM – 1:00 PM = 1 hour (Break/Lunch time)

From 1:00 PM – 5:00 PM = 4 hours (Working Time)

Gantt chart  

Network Diagram

SMART Milestones

Task Name

Duration

Start

Social CRM project for High Service Inc.

109 days

Fri 9/1/17

   Initiation & Planning of Social CRM project

14 days

Fri 9/1/17

      1-Milestone: Start of Social CRM project

0 days

Fri 9/1/17


th="543">

      2-Milestone: Finish of Initiation & Planning stage

0 days

Wed 9/20/17

   Execution of New Social CRM Project

82 days

Wed 9/20/17

      3-Milestone: Start of Execution Stage

0 days

Wed 9/20/17

      Engage Consultant to compile short list of vendors

9 days

Wed 9/20/17

         3.1-Milestone: Start engaging consultant

0 days

Wed 9/20/17

         3.2-Milestone: Finish engaging consultant

0 days

Tue 10/3/17

      Try & Select the Solution options

7 days

Tue 10/3/17

         3.3-Milestone: Start developing various options

0 days

Tue 10/3/17

         3.4-Milestone: Select the best option

0 days

Thu 10/12/17

      Procure New System

73 days

Tue 10/3/17

         3.5-Milestone: Start the Procuring procedure

0 days

Tue 10/3/17

         3.6-Milestone: Procurement finishes

0 days

Tue 11/28/17

         Integrate, Test, Implement, Train & Support the New System

33 days

Tue 11/28/17

            3.7-Milestone: Start Integration of New system with existing architecture

0 days

Tue 11/28/17

            3.8-Milestone: Finish implementation of New System

0 days

Fri 1/12/18

      4-Milestone: Finish of Execution Stage

0 days

Fri 1/12/18

   Close & Measure Performance of Social CRM Project

13 days

Fri 1/12/18

      5-Milestone: Start Closing of the Project activities

0 days

Fri 1/12/18

      6-Milestone: Finish the Social CRM project

0 days

Wed 1/31/18

Resources Table

Resource Name

Type

Initials

Group

Max. Units

Std. Rate

Accrue At

Ben (Project Sponsor)

Work

BEN

Internal

100%

$800.00/hr

Prorated

Gagandeep Kaur Maan (Project Manager)

Work

GKM

Internal

100%

$535.00/hr

Prorated

George (Marketing Manager)

Work

GMM

Internal

100%

$486.00/hr

Prorated

Project Team

Work

PT

Internal

1,000%

$333.00/hr

Prorated

External Consultant

Work

EC

External

100%

$2,148.00/hr

Prorated

Vendor (New System)

Work

VNS

External

100%

$3,200.00/hr

Prorated

 

Resource Name

Cost

Group

Work

Subtotal

Total

Ben (Project Sponsor)

$25,600.00

Internal

32 hrs

 

$ 300,000.00

 

 

$ 2,000,128.00

Gagandeep Kaur Maan (Project Manager)

$107,000.00

Internal

200 hrs

George (Marketing Manager)

$15,552.00

Internal

32 hrs

Project Team

$151,848.00

Internal

456 hrs

External Consultant

$292,128.00

External

136 hrs

 

$ 1,700,128.00

Vendor (New System)

$1,408,000.00

External

440 hrs

Project Budget

WBS

Task Name

Duration

Start

Finish

Resource Initials

Cost

1

Social CRM project for High Service Inc.

109 days

Fri 9/1/17

Wed 1/31/18

 

$2,000,128.00

1.1

   Initiation & Planning of Social CRM project

14 days

Fri 9/1/17

Wed 9/20/17

 

$80,736.00

1.1.1

      1-Milestone: Start of Social CRM project

0 days

Fri 9/1/17

Fri 9/1/17

 

$0.00

1.1.2

      Prepare the Business Case (by working with Marketing Manager)

2 days

Fri 9/1/17

Mon 9/4/17

GKM, GMM

$16,336.00

1.1.3

      Prepare the Project Charter

3 days

Tue 9/5/17

Thu 9/7/17

GKM

$12,840.00

1.1.4

      Get approval

1 day

Fri 9/8/17

Fri 9/8/17

BEN

$6,400.00

1.1.5

      Fix System Requirements (with Marketing Manager)

2 days

Mon 9/11/17

Tue 9/12/17

GKM, GMM

$16,336.00

1.1.6

      Prepare the Project Management Plan

3 days

Wed 9/13/17

Fri 9/15/17

GKM

$12,840.00

1.1.7

      Prepare the Scope, Time & Cost Management Plan

3 days

Mon 9/18/17

Wed 9/20/17

PT

$7,992.00

1.1.8

      Prepare other required Management Plans

3 days

Mon 9/18/17

Wed 9/20/17

PT

$7,992.00

1.1.9

      2-Milestone: Finish of Initiation & Planning stage

0 days

Wed 9/20/17

Wed 9/20/17

 

$0.00

1.2

   Execution of New Social CRM Project

82 days

Wed 9/20/17

Fri 1/12/18

 

$1,845,192.00

1.2.1

      3-Milestone: Start of Execution Stage

0 days

Wed 9/20/17

Wed 9/20/17

 

$0.00

1.2.2

      Engage Consultant to compile short list of vendors

9 days

Wed 9/20/17

Tue 10/3/17

 

$40,008.00

1.2.2.1

         3.1-Milestone: Start engaging consultant

0 days

Wed 9/20/17

Wed 9/20/17

 

$0.00

1.2.2.2

         Publish advertisement in Social Media

2 days

Thu 9/21/17

Fri 9/22/17

PT

$5,328.00

1.2.2.3

         Evaluate the received resumes

5 days

Mon 9/25/17

Fri 9/29/17

PT

$13,320.00

1.2.2.4

         Conduct Interview & appoint consultant

2 days

Mon 10/2/17

Tue 10/3/17

BEN, GKM

$21,360.00

1.2.2.5

         3.2-Milestone: Finish engaging consultant

0 days

Tue 10/3/17

Tue 10/3/17

 

$0.00

1.2.3

      Try & Select the Solution options

7 days

Tue 10/3/17

Thu 10/12/17

 

$32,536.00

1.2.3.1

         3.3-Milestone: Start developing various options

0 days

Tue 10/3/17

Tue 10/3/17

 

$0.00

1.2.3.2

         Option 1

3 days

Wed 10/4/17

Fri 10/6/17

PT

$7,992.00

1.2.3.3

         Option 2

3 days

Thu 10/5/17

Mon 10/9/17

PT

$7,992.00

1.2.3.4

         Option 3

3 days

Fri 10/6/17

Tue 10/10/17

PT

$7,992.00

1.2.3.5

         Analyze and Finalize the best solution option

2 days

Wed 10/11/17

Thu 10/12/17

GKM

$8,560.00

1.2.3.6

         3.4-Milestone: Select the best option

0 days

Thu 10/12/17

Thu 10/12/17

 

$0.00

1.2.4

      Procure New System

73 days

Tue 10/3/17

Fri 1/12/18

 

$1,772,648.00

1.2.4.1

         3.5-Milestone: Start the Procuring procedure

0 days

Tue 10/3/17

Tue 10/3/17

 

$0.00

1.2.4.2

         Vendor Selection

18 days

Wed 10/4/17

Fri 10/27/17

 

$302,808.00

1.2.4.2.1

            Publish advertisement in Social Media & Newspaper

2 days

Wed 10/4/17

Thu 10/5/17

EC

$34,368.00

1.2.4.2.2

            Receive tender bids

10 days

Fri 10/6/17

Thu 10/19/17

EC

$171,840.00

1.2.4.2.3

            Evaluate received bids

3 days

Fri 10/20/17

Tue 10/24/17

EC

$51,552.00

1.2.4.2.4

            Compilation & Negotiate with the shortlisted vendors

2 days

Wed 10/25/17

Thu 10/26/17

EC

$34,368.00

1.2.4.2.5

            Select and provide the Supply & Service order

1 day

Fri 10/27/17

Fri 10/27/17

BEN, GKM

$10,680.00

1.2.4.3

         Supply of New System

22 days

Mon 10/30/17

Tue 11/28/17

 

$563,200.00

1.2.4.3.1

            Design by Vendor

5 days

Mon 10/30/17

Fri 11/3/17

VNS

$128,000.00

1.2.4.3.2

            Develop the new system

15 days

Mon 11/6/17

Fri 11/24/17

VNS

$384,000.00

1.2.4.3.3

            Deliver the New System

2 days

Mon 11/27/17

Tue 11/28/17

VNS

$51,200.00

1.2.4.4

         3.6-Milestone: Procurement finishes

0 days

Tue 11/28/17

Tue 11/28/17

 

$0.00

1.2.4.5

         Procure the data & APIs for uploading in social media platform

20 days

Fri 10/13/17

Thu 11/9/17

PT

$53,280.00

1.2.4.6

         Integrate, Test, Implement, Train & Support the New System

33 days

Tue 11/28/17

Fri 1/12/18

 

$853,360.00

1.2.4.6.1

            3.7-Milestone: Start Integration of New system with existing architecture

0 days

Tue 11/28/17

Tue 11/28/17

 

$0.00

1.2.4.6.2

            Integrate with existing architecture

15 days

Wed 11/29/17

Tue 12/19/17

VNS

$384,000.00

1.2.4.6.3

            Trial new system with Marketing Department

2 days

Wed 12/20/17

Thu 12/21/17

GKM, VNS

$59,760.00

1.2.4.6.4

            Implement the New System across the enterprise

6 days

Fri 12/22/17

Fri 12/29/17

VNS

$153,600.00

1.2.4.6.5

            Provide training

10 days

Mon 1/1/18

Fri 1/12/18

VNS

$256,000.00

1.2.4.6.6

            3.8-Milestone: Finish implementation of New System

0 days

Fri 1/12/18

Fri 1/12/18

 

$0.00

1.2.5

      4-Milestone: Finish of Execution Stage

0 days

Fri 1/12/18

Fri 1/12/18

 

$0.00

1.3

   Close & Measure Performance of Social CRM Project

13 days

Fri 1/12/18

Wed 1/31/18

 

$74,200.00

1.3.1

      5-Milestone: Start Closing of the Project activities

0 days

Fri 1/12/18

Fri 1/12/18

 

$0.00

1.3.2

      Document Lessons Learned

5 days

Mon 1/15/18

Fri 1/19/18

GKM

$21,400.00

1.3.3

      Establish Metrics

5 days

Mon 1/22/18

Fri 1/26/18

 

$39,960.00

1.3.3.1

         To measure number of likes in Facebook & Twitter follower

5 days

Mon 1/22/18

Fri 1/26/18

PT

$13,320.00

1.3.3.2

         To measure the increase in revenue generation

5 days

Mon 1/22/18

Fri 1/26/18

PT

$13,320.00

1.3.3.3

         To measure the impact on Customer Services

5 days

Mon 1/22/18

Fri 1/26/18

PT

$13,320.00

1.3.4

      Prepare & handover report on the lessons learned and metrics

3 days

Mon 1/29/18

Wed 1/31/18

GKM

$12,840.00

1.3.5

      6-Milestone: Finish the Social CRM project

0 days

Wed 1/31/18

Wed 1/31/18

 

$0.00

RACI Table

R – ‘Responsible’ A – ‘Accountable’ C – ‘Consulted’ I - ‘Informed’

 

Ben (Project Sponsor)

Gagandeep Kaur Maan (Project Manager)

George (Marketing Manager)

Project Team

External Consultant

Vendor (New System)

Prepare the Business Case

A

R

C

I

-

-

Prepare the Project Charter

A

R

C

I

-

-

Fix System Requirements

I

R

C

I

-

-

Prepare the Project Management Plan

A

R

C

I

-

-

Prepare the Scope, Time & Cost Management Plan

I

A

C

R

-

-

Prepare other required Management Plans

I

A

C

R

-

-

Compile short list of vendors

I

A

I

C

R

-

Try & Select the Solution options

I

A

C

R

-

-

Vendor Selection

C

A

I

I

R

-

Supply of New System

I

A

I

I

C

R

Procure the data & APIs for uploading in social media platform

C

A

C

R

-

I

Integrate with existing architecture

C

A

I

C

-

R

Trial new system with Marketing Department

A

C

C

I

-

R

Implement the New System across the enterprise

C

A

I

I

-

R

Provide training

I

A

I

C

-

R

Document Lessons Learned

A

R

C

C

C

C

Establish Metrics

A

R

C

C

I

I

Prepare & handover report on the lessons learned and metrics

A

R

I

I

I

I

 Risk Register

Risk No.

Description

Probability

(1 to 5)

Impact

(1 to 5)

Owner

Response Plan

Oppo-1

Increase Customer Satisfaction level by delivering the exact solution as per the project objective and goal and improve the customer service through social media

4

4

Project Manager

The opportunity needs to be enhanced to achieve the goal and objective

Threat-1

Risk of Cyber-attack in the system can impact the business very badly and customer satisfaction level

3

5

Project Manager

The solution needs to be built highly secured system to protect it from any kind of cyber-attack

Threat-2

Could not be implemented at every location due to system barrier

2

4

Project Manager

Before designing the options, all the considerations and study need to be done to prevent from any kind of failure

Threat-3

Loss of money and fame due to unsuccessfulness in achieving the desired objective

2

3

Project Manager

The objective, goal and risk register need to be discussed in every meeting to keep the team aligned

Threat-4

Project may take more than six months and increase the resource cost & project budget

4

3

Project Manager

Time schedule is required to be assessed carefully and minutely to avoid any delay

Threat-5

Unknown users / competitors may post bad remarks online which can impact the business opportunity

3

4

Project Manager

Feature needs to be added in the system, that without proper authentication none of the users can use or post any comment using this platform

Probability/Impact Matrix 

References

Agyei, Wallace. "Project Planning And Scheduling Using PERT And CPM Techniques With Linear Programming: Case Study." INTERNATIONAL JOURNAL OF SCIENTIFIC & TECHNOLOGY RESEARCH 4, no. 8 (2015): 222-227.

Dumbrav?, Vasile, and Vl?du?-Severian Iacob. "Using Probability- Impact Matrix in Analysis and Risk Assessment Projects." Journal of Knowledge Management, Economics and Information Technology, 2013: 76-96.

McConnell, Eric. "Project Budget and Financial Resources." https://www.mymanagementguide.com. March 23, 2011. https://www.mymanagementguide.com/project-budget-and-financial-resources/ (accessed October 8, 2017).

RationalPlan. "Creating Budget Or Cost Baselines For Projects." https://www.rationalplan.com. 2017. https://www.rationalplan.com/projectmanagementblog/creating-budget-or-cost-baselines-for-projects/ (accessed October 8, 2017).

Sciences Engineering Medicine. Chapter: 5 Risk Mitigation. 2017. https://www.nap.edu/read/11183/chapter/7#51 (accessed October 8, 2017).

Thakur, Sidharth. "How to Prepare a Milestones Report for a Project?" https://www.brighthubpm.com. April 4, 2011. https://www.brighthubpm.com/templates-forms/116196-how-to-prepare-a-milestones-report-for-a-project/ (accessed October 8, 2017).

Usmani, Fahad. "Lead Time and Lag Time in Project Scheduling Network Diagram." https://pmstudycircle.com. PM Study Circle. 2017. https://pmstudycircle.com/2013/02/lead-time-and-lag-time-in-project-scheduling-network-diagram/ (accessed October 8, 2017).

Value Based Management. "Agreeing on Roles and Responsibilities: Summary of RACI." https://www.valuebasedmanagement.net. 2016. https://www.valuebasedmanagement.net/methods_raci.html (accessed October 8, 2017). 

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