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Project Charter: Installation of Cloud-Based CRM Software to Improve Overall Revenues and Reduce Customer Complaints

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Company name: Parkinson’s Inc.

Project Name: Cloud Base Customer Relationship Management Software (CBCRMS)

Project Manager: Mr. Adams

Project Duration: 8 Months

Project Budget: USD 5 Million 

Introduction

Project Charter represents, project initiation document where sponsoring body details the objectives and purpose of the project. The document also officially assigns a project manager to pursue the responsibility of forming a project team, scope, and a complete plan to effectively meet the project objectives (Kerzner, 2011). The project chart will detail all key objectives, deliverables, and preliminary scope of work to allow the formulation of the project plan.

Organization’s Business Need

Parkinson’s Inc. is a high-end organization offering home renovation to customers across the USA. The organization due to its innovative strategies and high customer orientation allowed them to experience radical growth since 2011. However, in late 2016 they have experienced many issues in handling and scheduling customer requests. Many loyal customers have expressed their concerns. Senior management decided to evaluate the root cause and continue to ensure 100% customer satisfaction before customer complaints increase or take a serious impact on the company’s revenue. The company has stated this as a critical project since it is impacting company’s core foundations of maintaining 100% customer satisfaction.

Project Purpose

The project being undertaken is called Cloud-Based Customer Relationship Management Software (CBCRMS). The organization has been using a local database system of integrated computers which was very expensive and had its limitations. The organization has experienced growth and its traditional system is not effective cope up with the current growth rate hence causing customer support issues.

The project is aimed to completely switch to a cloud based system in order to better manage the customer queries. The software will be online hence will allow customers to schedule their home renovation consultancy and services according to their schedule. Furthermore, the software will create automatic reminders for business internal use and for customers to be prompted accordingly and to ensure services are delivered. The customer using the same order can pay online when they are satisfied with the services. additionally, the cloud based CRM software will allow customer to submit feedback and rate the services provided to them hence allowing data accumulation for continuous innovation.

Project Preliminary Scope

The project has to enter the beta stage in 4 months and deliver complete working software in no later than 6 months. The budget for the project is USD 5 million. The software is to integrate all offices with the head office while allowing customers to book services and provide feedback online. The project manager can formulate a 6-member team with two external software consultants.

Project Objectives

Project Organization

The project will have a steering committee responsible for overall project coordination and high-level change approval. The committee will also monitor project progress and will approve every deliverable. The project manager will be responsible for overall project success and will delegate responsibility according to team members’ individual expertise.

Key Stakeholders

Internal Stakeholders. Internal stakeholders are part of the organization and mostly are directly being impacted by the project (Voinov & Bousquet, 2010).

External Stakeholders.  These are the stakeholders outside of the organization and are being directly or indirectly impacted by the project and its activities (Werther Jr & Chandler, 2010).

Project Preliminary Risk

The project’s initial risk assessment shows that majors concerns are the ability of the software to integrate regional offices with no more than 0.5-sec lag and to maintain 99.99% uptime. The risk in this regard are very critical as failing to achieve the standards will render the project fail. The software should be able to handle unlimited traffic and risk appears to hamper the project.

References

Kerzner, H. R. (2011). Using the project management maturity model: strategic planning for project management: John Wiley & Sons.

Voinov, A., & Bousquet, F. (2010). Modelling with stakeholders. Environmental Modelling & Software, 25(11), 1268-1281 %@ 1364-8152.

Werther Jr, W. B., & Chandler, D. (2010). Strategic corporate social responsibility: Stakeholders in a global environment: Sage Publications.

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