APDC Standard Customer Relationship Management Processes Project

Transcription

1 APDC Standard Customer Relationship Management Processes Project Janele Boyles, Derrick Douglas and Olga Botero PM A-01 Project Management Processes in Organizations Professor Terry Northcraft January 29 th 2009

2 Leadership Statement This project presentation was developed for American Property Development Corporation to outline important aspects of the Standard CRM processes project undertaken by senior management and assigned to the IT department headed by the CIO. The participants of this presentation specified in the title page contributed according to their area of interest as shown on each slide Olga Botero

3 Project Charter Background Installation of Standard CRM system PM appointee by CIO Who will contribute Problem Statement Current data accuracy Duplicate information Difficulty of information retrieval Justification Business growth projection to over 35% Competitive advantage Importance of accurate and fast information retrieval (IreeTec, 2010) Olga Botero

4 Measurement for Success Data gathering Planning Project execution Equipment Software Database Training Testing Project completion Ultimately the success of any system implementation is dependent on the ability of the end users to use the system effectively. (Schindelbeck, F, Masterson, B, 2008, p.46) Olga Botero

5 Project Scope Phase 1 The logic of planning requires answers to several questions in order for the alternatives and constraints to be fully understood (Kerzner, H, 2009, p. 416) Phase 1 Data Gathering Business units data gathering Questionnaire about business processes Data information required CRM software research Vendor responsibilities Installation Training Customization Olga Botero

6 Project Scope and Complexity Phase 2 - Project Plan - Part 1 Mayor milestones Hardware requirements Server Client Network Acquisition and installation Operating system installation and customization Security programs installation and set up Network configuration including remote sites A project scope progressively elaborates the characteristics of a product or service (PMBOK, 2008, p. 115) Olga Botero

7 Phase 2 - Project Plan - Part 2 Main milestones Software Server software Installation Client software Installation Testing with sample data Existing data import New data input Testing with APDC data Olga Botero

8 Phase 3 Training Elements common to training include Front-end analysis of the team s needs and Involvement on decisions (Kerzner, H, 2009, p. 348) Sales Chicago Sales Ottawa Product Fulfillment Denver Product Fulfillment Ottawa Customer Service Denver Billing Chicago Marketing Chicago Olga Botero

9 Barriers to Success Human Barriers Current work schedule Assigning the right staff for data gathering Commitment of business unit manager toward the project and acknowledgment of project manager authority Commitment of line managers to do testing on time according to plan schedule Olga Botero

10 Barriers to Success Equipment Inadequate equipment Delivery delays Network performance Technical Expertise Operating system administrators Database administrators CRM software administrators Olga Botero

11 How to remove barriers Have line managers sign off on work plan schedule Establish qualifications of team member for data gathering Have senior management send communication about assignment of project manager and level of authority Conduct meetings to assign testing time with business unit managers Olga Botero

12 How to remove barriers Clear equipment requirements from vendor Commitment from vendor on delivery date Network capacity planning for new or increase transaction flow Commitment from upper management to hire system administrator, database administrator and trained CRM software administrator Olga Botero

13 Agenda Leadership and Staffing Barriers Ways around those barriers Staffing Plan Priority and Goals Barriers Ways around those barriers Janele Boyles

14 Leadership and Staffing Barriers Lack of goals Organization structure Existing company culture Static staffing Janele Boyles

15 Leadership and Staffing Ways around those barriers Clearly define project goals and personal goals Create an inclusive environment Promote employee rotation Janele Boyles

16 Staffing Plan How to staff the project How long will staff be needed Required skills Any additional training needed Interviewing team Janele Boyles

17 Project Priorities and Goals Finish project with Scope Time Budget Produce quality project Maintain control of project Janele Boyles

18 Priorities and Goals Barriers Different people have different priorities and goals Changing priority list Unclear goals Janele Boyles

19 Priorities and Goals Ways around those barriers Weekly status meeting Define the project Communication Janele Boyles

20 Personnel Issues Overview Matrix Team Structure International Culture Derrick Douglas

21 Cultural Barriers Learning Curve Training Additional Hours Derrick Douglas

22 Cultural Barriers Different language Religious beliefs Holidays Observations Vacation Time Derrick Douglas

23 Cultural Barriers Currency Exchange Rate International Taxes International Laws Derrick Douglas

24 Actions for Success Functional Departmentalization Employees with similar specialties work together Product Departmentalization Provides a clear plan for all activities to the products Lack of communication Strong communication Coordination and specialization of tasks centralized Coordination and Specialization of tasks broken out into divisions. Derrick Douglas

25 Product A (Produced by Team Europe) Sales Department Accounting Department Customer Service Department Research and Development Product B(Produced by Team US) Sales Department Accounting Department Customer Service Department Research and Development Actions for Success Derrick Douglas

26 Conclusion The APDC project is a complex endeavor, the approach to this project will be by phases to make the success road a shorter one Many unknowns makes the data gathering phase very important for a clear and complete plan The planning phase will spell out a clear deliverable where no assumptions will take place and the stakeholders and sponsors will have no surprises The deliverable plain and simple will give the users of the business units the data they need to situate APDC in a COMPETITIVE ADVANTAGE Olga Botero

27 References Foreign Currency and Currency Exchange Rate Retrieved November 24, 2009, from Hesselbein, F. (1997) Barriers to Leadership. Retrieved January 28, 2010 from IreeTec Project Management, (2010) Retrieved January 27 th from Kerzner, H, (2009), Project Management A System Approach to Planning, Scheduling and Controlling Netcraft, 2009 January 2010 Web Server Survey Retrieved January 27 th 2010 from Northcraft, T, (2009) PM A-01 Course Scenario, Colorado Technical University Online Robbins, S. and Judge, T. (2007). Organizational Behavior. 12 th Edition. Upper Saddle River, NJ. Pearson/Prentice Hall

28 References Project Management Advisor. (2006, February) Develop Project Staffing Plan. Retrieved January 29, 2010 from Project Management Advisor. (2006, February) Execute and Control. Retrieved January 29, Project Management Institute, Inc. 2008, A Guide to the Project Management Body of Knowledge Fourth Edition Schindelbeck, F, Masterson, B, (2008) Journal of Property Management Steltzer,Irwin. European Holiday. Weekly Standard, September 2003.