Annotated outline for the next steps (Stage 5)
Now that Myra has approved the proposal to develop the system that has been presented, it is time to get the project manager who will manage the entire project. There is also a need to have resources assigned that will help undertake the project. There are steps which have been outlined in the presentations but they are not detailed and guiding enough. This paper will focus on the steps that will be undertaken in the project in order to go on with the development of the project to completion.
The next step for customer relationship management system
- PROPOSED TECHNOLOGY SOLUTION
- Develop a computer kiosk that will enable customers to post their comments as they leave
- Integrate the kiosk computer with the customer relationship management
- Have the kiosk system be connected to the local area network for further connection and interconnectivity.
- Have returning customers able to get automatic signing in on the kiosk system
- Procure a customer relationship management that will be used to manage the relationship and the interaction of the customers.
- Project management
- Project team
- Project manager: The consultant for the project. I will be acting as the project manager
- Executive sponsor: Myra, the owner of the Hair Cuts Company
- Team members: The managers of the haircuts, CRM representatives, the staff members of the Hair Cuts, kiosk technician
- Additional members of the project team will be added when the need arises
- Schedule
- There will be a schedule of the tasks that have to be performed in the project. These will be developed by the project manager in consultation with the CRM representative
- There will be the use of work break down structure so that the tasks will be broken down to smaller tasks that will help the attainment of the project.
- All the tasks will be assessed to ensure that it leads to the success of the project
- All the tasks of the systems development life cycle will be integrated into the schedule
- Resources
- There will be the need to have the monitory resource that will cover the operational expenses and of the project. This is an important process that should be looked into while developing the project.
- There will be the need to have the involvement of the project sponsor who will ensure that the required funds for the various activities will be met in the working and the processing of the project.
- There will be the creation of a test environment which will be used to test the system. One aspect that will need to be tested in the systems is the connectivity between the kiosk computer with the CRM
- There will also be the need to manage and communicate effectively with the CRM representative. This is because it will be hard to have the development of the system from scratch with all the work that will be required.
- Deliverables
- There will be deliverables that will be used to measure the success and the extent in which the system has been developed.
- There will be the documentations of the different stages which will be used to gauge the progress of the system that is being developed
- The final deliverable will be a system which integrates into the CRM system with the kiosk entry system
- There will be plan to include the system and entry systems to all new systems that will be installed in the future.
- SDLC
- Planning
- There will be the need to develop a project charter that will be used to develop the site
- There will be a need to develop a plan that will be used to manage the process of the development and integration of the systems. This being a multi-contractor system, there will be the need to ensure that all the stakeholders and player involved will be integrated to the site.
- The project sponsor should be given the plan so that she will be able to approve
- Analysis
- Before the system is undertaken, there will be the need to develop a detailed user requirements of the system
- There is the need to align the goals and the objectives of the system with that of Hair Cuts company so that the system will meet the overall objectives
- There will be the need to have a complete Requirements Specifications Document that will show all the requirements of the users
- Design
- There should be the test plan developed
- There should be a detailed security plan
- There should be a design document for the kiosk system
- There should be screen shots for the system
- There should be the achievement of the desired features of the system
- Development
- The Detailed Design Document for the kiosk system should be transformed to the desired system
- The documentation of the work done should be taken to the project sponsor for approval
- Testing
- The system should be tested for errors and bugs in a test environment
- The requirements of the system which is to engage the customer should be assessed
- The test plan should be document and submitted to the project sponsor to be approved
- Implementation
- The kiosk and CRM system should be implemented
- The deployment will be rolled out for use
- Operations and maintenance
- The CRM staff should sign a regular checkup agreement
- The kiosk system should be assigned a technician to maintain and checked regularly
- Change management
- Measures should be put in place so that the new way of interacting with the client will be communicated with returning customers
- There will be the need to ensure that the operational staff are aware of the new changes to the system and what they need to do
- The new workflow shall have to be communicated to the barbers so that they will know what they need to do and how they are to handle the clients
- There will be need to ensure that the business operations have been aligned for the new changes
- Employee training
- There will be the need to develop employee training program
- There is a need to train the staff on how to refer the clients to kiosks for data entry
- The training program at the company should be altered to include employee training
- Leadership expectations
- The project will be completed, on budget, and on time
- All the requirements of the system will be met
- There should be a documentation for the integration process to the new branches
- Defining success
- The customer information should be obtained from the system
- The project shall have been completed on time and on budget
- The users will find the system interactive and a courteous way of interacting with the staff.
References
Kerzner, H. R. (2013). Project management: a systems approach to planning, scheduling, and controlling. John Wiley & Sons.
Kirkland, C. E. (2011). Mastering software project management: Best practices, tools and techniques.
Meredith, J. R., & Mantel Jr, S. J. (2011). Project management: a managerial approach. John Wiley & Sons.
