The first step in any hardware or software overhaul is the project management. This is a vital step when considering implementing an all-new customer relationship management system (“CRM”). The reason for this is because project management “activities include planning the work, assessing risk, estimating resources required to accomplish the work, organizing the work, acquiring human and material resources, assigning tasks, directing activities, controlling project execution, reporting progress, and analyzing the results” (Laudon, 2013). The first of the five important elements when dealing with project management is scope. “The scope involves what work is or is not supposed to be included in the project. Project management should ensure that the scope of a project does not expand beyond what was originally intended” (Laundon, 2013). Again, in considering a CRM system you will want to make sure several elements are included in this new system, where other non-important information factors are not included in the system but this is where the project management system makes the determination on those factors. In upgrading a CRM system there are some very important elements that project management or not must be included because of the type of system it will be. The first is customer information and data such as shopping frequency or more particular what items they have bought. This is the exact type of information vital to a retail company.
The element of time should be self-explanatory as the word itself indicates time and the length in which the project should take to complete. This time is so vitally important to any company because even one moment of lost time for a business is critical. This lost time can mean lost...
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... control. Risks are also higher for systems where information requirements are not clear and straightforward or the project team must master new technology” (Laudon, 2013).
My recommendation for minimizing project risks in implementing this new CRM system would be to ensure employees receive proper training on the new system and they are ready and as prepared as they can be to take on the task of transitioning to the new system. In addition, through project management would ensure that all the elements are available, ready and included in the new system so that our business would be up and ready to run live as soon as the transition portion of the project has completed.
Works Cited
Laudon, K. C. and Laudon, J. P. (2013). Part II: Information Technology Infrastructure. In Essentials of Management Information Systems (10TH ed., pp. 389-391). Prentice Hall.
...6. Fisher Center for Information Technology & Management, University of California in Berkeley. June 1995
University of Idaho. (2014). Information Technology Services: Appendix 1: ITS Analysis of Strengths, Weaknesses, Opportunities and Threats. Retrieved from http://www.uidaho.edu/its/strategic-plan/appendix-i.
To build this new CRM system, they had to merge 20 different databases into one multiterabyte repository with 50 million unique customer records, and used enterprise application integration tools, messaging middleware, rules engines and Java application server technology to integrate applications and transport data between various applications and the database
Haag, S. & Cummings, M. (2008). Management information systems for the information age (Laureate Education, Inc., custom ed.). Boston: McGraw-Hill/Irwin.
Another system is called Customer Relationship Management or CRM. CRM system forge a strong relationship with a business and its customers by using technology (Brown, C.V., Dehayes, D.W., Hoffer, J.A., Martin, E.W., and Perkins, W.C., 2012, p. 204). Business uses CRM to find better ways to manage their business base on the customer behaviors (Brown, C.V., Dehayes, D.W., Hoffer, J.A., Martin, E.W., and Perkins, W.C., 2012, p. 198). CRM helps enterprise identify their best customers, manage marketing campaigns, improve telesales, optimize information to assist sales management, improve customers satisfaction, maximize profits, and provide employees with information needed to know about their customer by understanding their customer’s needs (Rouse, M., 2006).
A process of identifying, analyzing and responding to risk factors throughout the life of a project is called Risk Management (Stanleigh, n.d.). Every Information Technology (IT) project should invest in being proactive rather than reactive. Someone should be identified to gather and minor risks, and work with the teams to develop mitigation plans for those risks associated with the future events. The following risks have been identified with the Omnitracs project.
Risk management is among the most important practices in the field of project management. A successful project completion and risk management often go side by side. An interesting aspect of project management is that a project can sti...
These risks can be functional/ technical. Technical risks are those which would occur due to adopting an inefficient technology or infrastructure failure. Hence, a good information professional analyzes the available technologies and use the best suited one to mitigate risks. Functional risks would be running out of budgets, sudden change in business requirements and inability of employees to transform. Sudden change of requirements and limited budgets can be overcome by actively involving the customer during the planning and implementation phase. This is agile approach and enables the information professional to consider the new changes and work on their feasibility. It is also important to train the employees to use the newly adopted technologies for better
The word ‘risk’ can be defined as ‘the relevant uncertainty’. A more refined definition will be ‘the uncertainty that will affect one or more objectives which is in other words are relevant uncertainty’. It is common for the word ‘risk’ to be confused with uncertainty since it brings ambiguous meaning and feeling.
These are the specific risks involved to a particular project or program. The organisations continuously undertakes specific projects, which should be managed with consistency with the legal obligations to be kept in mind. There are significant program management methodology which spell out the requirement and clear risk management approach within the project environment and align by the whole of the AS/NZS ISO 31000:2009 Risk management – Principles and guidelines.
This paper will reflect on the different uses of Project Risk Management and ways in which it can benefit organizations to have the ability to identify potential problems prior to the problem occurring. Risk, this is not something to be taken lightly whilst dealing with matters that include high end projects meeting specific details, deadlines and expectations for the end client. Project risk management teaches one to be aggressive early on in the phases of planning and implementing the tools for a project. This is usually easier as costs are less and the turnaround time to solve the issues at that present moment is beneficial rather than later. The result in a successful project for one’s self and other key people involved in the process is also another requirement. Stakeholder satisfaction is important because the
... project scopes and durations to fit within a two month span. In the same manner having to prematurely end a project poses a major threat as well.
"CRM is a core business strategy that integrates internal processes and func-tions, and external networks, to create and deliver value to targeted customers at a profit. It is grounded on high quality customer-related data and enabled by information technology". (Buttle 2009, p. 15)
Mehdi Khosrow-Pour, D.B.A. 2006, Cases on information technology : lessons learned,Vol 7, Hershey, Pa. : Idea Group.
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