change control

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OptiHealth Project

Symeshia Lias

Scope Project Management

PMG501-31

Dr. Clark

March 31, 2024

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EnhanceCRM Project

1. Executive Summary

EnhanceCRM is a project aimed at improving the relationship between customers and

management to increase customer satisfaction and improve the operation efficiency in the

organization. This project is aimed at using a budget of $50,000 and estimated to take 18 months.

The project will use the stakeholders who will look at project scopes and targeted objectives.

Upgrade of customer relationships with management, which is aimed to achieved by this project,

will help increase customer satisfaction, streamline organizational operations, and improve

organizational efficiency (Cricelli et al., 2020). The stakeholders will be required to grasp this

project's need and its role in the organization. This project aimed to increase the organization's

competitive advantage by maintaining its customers and winning many others. In the

achievement of the goals that are highlighted in this project, the organization will substantially

grow to a new height. Thus, it will automatically increase the organization's profit margin.

2. Business Requirements

There are specific driving forces for many projects; this project is no exception, as

several business requirements drive it. This project aims to increase customer satisfaction while

they access our services. This will enable the organization to increase the number of customers

and make them happier. The project also aims to improve management and analytical tools so

that all the organization's data can be well understood and thus used in making major

organizational decisions. The organization also aims to boost sales and increase marketing

efforts to capture customers' attention. Since there has been a problem with handling more work,

the organization seeks to modify the system to manage many tasks that may emerge in the future.

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The goal of this project remains constant; thus, they are least likely to change. They function as

the light, showing us why we are doing the project, the direction it requires to follow, and the

purpose it requires to achieve.

3. Solution Requirements, Prioritization, and Verification

The process used in collecting the requirements was simple and fast as it involved

engaging the stakeholders, taking the feedback of the sales departments, monitoring the customer

service department, and getting feedback from the organization's market. The stakeholders

produced the key features to upgrade the CRM system. The prioritization of requirements was

grouped according to the impact they play, their functionality, and the features they possess. The

most essential requirements were given priority. Several verification methods will be used to

ensure all requirements are achieved, such as compliance audits, system integration checks, and

acceptance testing.

Solution Requirements

Requirement Type Priority Method of

Verification

Customer database Technical Must have Integration system

Cheek

Modified data analytics on customer

segmentation

Technical Must have User acceptance test

Integration of existing market

automated tools

Project Must have Compatibility System

Cheek

Compliance of Customer data handling Regulatory Must have Compliance Audit

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4. Exclusions

The project on EnhanceCRM will not use a fixed financial budget and will not formulate

new things contrary to the management of business customer relationships. The project will not

allow for the change of ideas and involvement of other stakeholders who were not present when

the project was initiated. Doing this will enable us to enhance customer service in the

organization amicably and fully. The act of not using a fixed budget will allow us to give room

for financial changes due to the uncertainty of the cost that we may require in purchasing the

project materials.

5. Key Project Features

5.1 Project Constraints

Many challenges arose in the project and led to the project not completing on time or

being unable to achieve its purpose. These constraints include regulation requirements, budget

limitations, and resource availability (Almulla, 2020). It is essential to follow the schedule to

achieve everything in the allocated time using the set budget.

5.2 Important Milestones

To keep the project on track, EnhanceCRM will use several checkpoints so that the

project can be finished in the allocated time within the range of the budget that has been set up.

At the end of the first six months, all the data required for this project must be gathered and

analyzed correctly. At the end of 12 months, the central part of the project should be evaluated to

ensure they are functioning according to the set target. By the end of 18 months, the CRM

system prototype should be developed and evaluated in a real-life area to see its functionality and

the areas that need to be modified or parts that must be added. By the end of 24 months, the new

system should be rolled out everywhere in the organization, and everyone should be taught how

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it operates. There will be close monitoring of the new system, and a customer feedback platform

will be created to make it easier to monitor its operation and effectiveness. This will enable the

stakeholders to keep up to date on the system and draw their conclusions. This milestone will

ensure we stay organized and move on the right track using the allocated resources and budget.

6. Approvals

This document is approved by:

Sign ____________________

James Haven

Role: Chief Marketing Officer

Date: March 31, 2024

Sign ____________________

Jonson Linn: Project Manager

Role: CRM Systems head

Date: March 31, 2024

This project approval is now beyond reasonable doubt that the project can proceed to

planning and implementation while keeping in mind that both stakeholders' expectations will be

followed to the letter and that the objective will be achieved.

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References

Almulla, (2020). The effectiveness of the project-based learning (PBL) approach as a way to

engage students in learning. Sage Open, 10(3), 2158244020938702.

Cricelli, L., Famulari, F. M., Greco, M., & Grimaldi, M. (2020). Searching for the one: Customer

relationship management software selection. Journal of Multi‐Criteria Decision

Analysis, 27(3-4), 173-188.

Kumar, P., & Mokha, A. K. (2022). Electronic customer relationship management (E-CRM) and

customer loyalty: The mediating role of customer satisfaction in the banking

industry. International Journal of E-Business Research (IJEBR), 18(1), 1-22.