This report includes the details about the launching of the new CRM software with helps the customer service of an IT finance firm. This report includes the business problem, purpose, assumptions, people that are being impacted along with the financials and recommended action.
There was a problem to provide the best service to the customers; there CRM software is implemented to improve the customer service.
The purpose of this report is to implement the CRM software to improve the customer service.
Configure the software to meet the workflow for the service. Do not modify the workflow to meet software requirements
Customer service operators
The fixed budget of this implementation is 250000$
Workflow analysis, configure settings, prototype, training, release
Given, P=240,000, Time=2, Return=6.
I= 240000*2*6 =2880000/100 =28800
David’s project would be worth 268800 in two years at a minimum for management to consider this project
E = (O + 4M +P) / 6
E = (22 + 4 x 1620 + 37) / 6
= 1089.83 hours
Five phases are -
5. Project close
WBS is as follows –
Below are the risk and challenges –
1. Highly Competitive Industry
2. Market Demands
3. Increased Staffing Needs
4. Keeping Customers Updated
Budget at Completion (BAC) = 290,000 USD
Actual Cost (AC) = 90,000 USD
Planned Value (PV) = 50% of 290,000 USD
= 145,000 USD
Earned Value (EV) = 30% of 290,000 USD
= 87,000 USD
To determine the ETC, we need the EAC.
And, EAC = BAC / CPI
Hence, Cost Performance Index (CPI) = EV / AC
= 87,000 / 90,000
Therefore, Cost Performance Index (CPI) = 0.97
Now, Estimate at Completion (EAC) = BAC / CPI
= 290,000 / 0.97
Estimate at Completion (EAC) = 298,969 USD
Now, Estimate to Complete (ETC) = EAC – AC
= 298,969 – 90,000
= 208,969 USD
Hence the Estimate to Complete (ETC) for this project is 208,969 USD.
The six Steps in the Change Control Process are:-
By these steps we control change request from the direction of the project.
1. Planning of the product should be taken and development will be seen in this project.
2. In Analyze step knowing of the risk after taking of the project. It is the main step when proposing the project.
3. Review the product or project is also main important thing because of it contains the review of the product.
4. Testing the product by doing this we should know that how is it working good or not.
5. Implement the idea in a positive manner.
6. Closing is the one of the main step in the change request.
a. Percentage of IT project issues related to software Fault = Cumulative Software Fault and Installations - Cumulative Install Percentage
= 64 percent-42 percent= 22 percent
b. Cumulative percentage = 79 percent
c. Number of IT project issues related to "Configuration" = 6 (by chart analysis)
However, because the chart does not have a clear mark, you can also use calculations to find this number.
The "configuration" problem is 7 percent; the "other" problem is 5, and 6 percent.
That is, 6 percent is 5.
Therefore, 1 percent is 5/6.
Therefore, 7 percent is (5 * 7) / 6 = 35/6 = 6 approx
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