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:

Gantt chart

Network Diagram (Critical path diagram)

Identify at least eight milestones for this project using SMARTcriteria.

Resources table

Project budget, as calculated by MS Project

RACI Table

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.

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	$ 1,700,128.00

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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