Trusty Carpet’s will require a series of key personnel to implement critical tasks and fix any issues that may arise during the development of the proposed technology solution. The success of the project will entail that the personnel needed for this task correlate with the use of the spiral model, which is an agile approach similar to the waterfall system development life cycle (SDLC) (Kay, Russell, 2002 pg. 1). This approach will ensure the technology solution is completed as efficiently as possible while allowing modifications to completed stages when needed (Tutor, March 2012). The SDLC used will consist of the following areas: Preliminary Investigation and Project Planning Phase; Requirements Definition: System Design; Systems Development; Systems Installation; and Systems Evaluation and Monitoring. The following personnel will be utilized for Trusty Carpet’s technology solution for the following SDLC phases:

1. Preliminary Investigation and Project Manager (Project Planning Phase): The systems analysts, used by Trusty Carpets, will conduct a preliminary investigation to identify company’s objectives and the scope of the problem. This information will be summarized in a document, the feasibility report, then presented to executives and other stakeholders to determine if incorporating new technology, remaining in status quo, or making slight changes to current business operations will benefit the company. The feasibility report will consist of three components: economic feasibility which evaluates tangible cost and benefits associated with the proposed project; technical feasibility which will identify if the hardware and software needed is available for purchase or can be developed during a reasonable timeframe; and operational feasibility which focuses on stakeholders use, support and operation of the proposed system.

The information obtained from this study will allow the Project Manager, Trusty Carpets and all outsourced partners to review the objectives to identify and study the problems before contributing towards the development of the proposed solutions. This information will originate from customers, employees, suppliers, and by observing Trusty Carpets’ competitors. Once collected, it will be used to determine if the company should maintain the status quo, make slight improvements to existing business operations, or invest in new technology. The chosen option will reduce or eliminate data errors and redundant output, eliminate or reduce current paper-based operations, improve current marketing techniques, allow integration between the company and its subsidiaries, will be user-friendly, improve data security as well as reduce costs. Once a proposed solution has been determined, a description of the cost & benefits of each solution and recommendations will be defined to clarify which solution offers realistic benefits and is financially feasible for the company.

The project manager will delegate responsibilities and ensure the entirety of the technology solution is completed in a timely manner and within budget. In addition, the project manager will ensure to adjust and rectify problems that could deter the Trusty Carpet’s organization from not completing its technology solution if issues or problems should arise during the project. The feasibility report will be read by influential stakeholders of Trusty Carpets and used to decide if the next phase will be implemented.

2. Requirements Definition (Systems and Requirements Phase): During this phase an analysis or a study of existing business operations is conducted to get an understanding of how the new solution differed from the company’s current business practices. This phase will explain how positions and tasks will change once the new technology is implemented. Trusty Carpet’s data will be gathered from written documents, company employees, outsourced business partners, observation of company employees, and operations at work. The data collected will be analyzed using diagrams to represent how the data will flow through the system.

This diagram will include inputs, outputs, and file storage. Once the analysis is completed a report will be written. This report will explain how Trusty Carpet’s current business operations work, define all problems that exist, and give a description of requirements needed for the system and provide recommendations for what the company should do next. The project manager will set all schedules and the systems analyst will ensure that the required information system products are acquired for the technology solution, including warranty products, anti-virus programs, and other components. The systems analyst will communicate with the vendor Sererra for costs of all products that will be utilized for Trusty Carpet’s technology solution.

3. Sererra’s Network and Design Personnel (Systems Design Phase): A preliminary design will describe the functional capabilities of a proposed solution. It will review the system requirements and consider the major components of the system. Prototyping is usually implemented during this stage. During prototyping, part of the new solution will be developed in order to quickly test and evaluate how the solution will benefit Trusty Carpets’ employees. Information derived from the prototype will determine if the solution should be redesigned or fine-tuned.

A detail design will be created to describe general capabilities that were presented in the preliminary design. This document will provide Trusty Carpets with the following: output and input requirements which will include layouts, volume of data, frequency of data, origination of input and reports destination; storage requirements which consists of content of data, size of the databases, types and frequency of updates and inquiries; processing requirements, system controls requirements to determine accuracy, authenticity, security and flexibility requests for the proposed system’s input, output, processing, and databases. Further specification of crash recovery and auditing requirements will also be considered; and backup procedures, which will include the length of time and rationale for retention. A final report will be developed and presented to stakeholders.

4. Sererra’s Software Developers (Systems Development Phase): During this phase the software and hardware will be acquired and the system will be tested. Trusty Carpet’s will consider a cloud-based technology solution, which means the software package will be provided by Sererra; an outsourced cloud computing host and IT contractor. Trusty Carpet’s will be responsible for purchasing all hardware needed for the project and the selected vendor, Sererra, will integrate the overall design and diagrams of the technology solution. Sererra will develop layouts of how the technology solution will be set up in the Trusty Carpet store and where all the information systems components will be set up and installed.

Once the hardware and system are in place, the system will be tested in two stages, which are unit testing and system testing. Unit testing will allow individual sections of the system to be examined using sample data. This testing will individually examine the ERP and the CRM applications that will be used by Trusty Carpets. Next is the system testing which will require the software and hardware to be linked, along with the use of test data, to get a clear indication as to how the parts will work as a unit. Trusty Carpets’ actual data could also be used during this phase to test the new system. This testing will provide information as to how the new technology reacts to erroneous and massive amounts of data inputs. Diagrams will serve as representations of Sererra’s overall outlook on in what manner the technology solution will operate and perform for Trusty Carpets.

5. Sererra’s Information Systems Personnel (Implementation Phase): The success of the project will depend on the method used to implement the new system. Trusty Carpets, the PM, and Sererra will determine the manner in which to convert to the new system so that daily operations will have minor disruptions. The use of Phased Implementation will allow parts of the new system to be phased in separately, at different times, allowing end users to adapt to the system without becoming overwhelmed.

Sererra staff will provide Trusty Carpets’ employees training as one-on-one, online, or in-person teaching group. Using this approach will also be financially feasible for the company allowing daily operations to continue even if issues with the new system arise during development. Once the PM review and approve the diagrams and layouts, Sererra will implement the design and hardware infrastructure for Trusty Carpet’s technology solution. Sererra will also be responsible for the installation of the following components: Software-as-a-Service (SaaS), NetSuite ERP, Microsoft Dynamics CRM, NetSuite Open Air Connect, and Microsoft office, based on the CRM/ERP technology solution that Trusty Carpets will implement.

6. Sererra’s Network Systems and Security Personnel (Testing Phase): After all Trusty Carpets information systems components are installed, Sererra will test the technology solution through real-life scenarios with Trusty Carpet’s personnel. The technology solution will be evaluated to determine if flaws or errors are present during the testing phase. All errors or issues hindering the successful implementation of the proposed solution will be eliminated or adjusted to ensure superior technology performance for Trusty Carpets.

7. Trusty Carpets Manager, Project Manager, and Sererra’s Information Systems Manager (Acceptance Phase): When all the technology solution’s errors and issues that will reduce performance of the technology solution are resolved; comments or suggestions will be provided from Serrera’s information systems manager to the Trusty Carpets manager, and project manager. This will allow Trusty Carpets the opportunity to convey whether they are satisfied with the final product that’s been implemented for them. Based on the comments of Trusty Carpet’s personnel, Serrera will modify the technology solution so that it will best suit the needs of the Trusty Carpet organization.

8. Sererra’s Information Systems Personnel (Maintenance Phase): This phase is continuous and requires that Sererra conduct ongoing monitoring of Trusty Carpets new technology system. After Trusty Carpets has accepted the technology solution as its new information system, Sererra will sign a contractual agreement that indicates their responsibilities to the Trusty Carpets’ organization. Sererra will handle all issues and software updates through the life of the contract. The vendor will also be responsible for the following: anti-virus updates, tablets not functioning properly, data received and sent aren’t being updated, all will be fixed by Sierra.

As previously indicated the spiral model system development life cycle will provide the framework for Trusty Carpets’ proposed technology implementation. The full implementation of this project will take approximately twelve months. The SDLC phases that will be used for this project are shown in Table 1 below:

SDLC Phase	Activities	Responsible Party	Estimated Time
Project Planning Phase	Preliminary Investigation	Systems Analysts, PM and Trusty Carpets’ stakeholders	2 months
Systems and Requirements Phase	Define system requirements	Systems Analysts and the PM	6 weeks
Systems Design Phase	A preliminary design of the system is created as well as a prototype of the system	Design Personnel	3 months
Systems Development Phase	Software and hardware will be acquired	Sererra’s Software Developers, Trusty Carpets’ Manager and the PM	5 weeks
Implementation Phase	Use Phased Implementation to slowly install the new system at different times	Sererra’s IT Personnel and the PM	4 months
Testing Phase	The proposed solution will be tested for flaws or errors	Sererra’s Network Systems’ Security Personnel and the PM	Will coincide with the Implementation Phase
Acceptance Phase	Discussion of the proposed solution’s performance	Trusty Carpets Manager, the PM, and Sierra’s IS Manager	1 week
Maintenance Phase	All issues and software updates	Sererra’s Information Systems Personnel	Ongoing due to contract

VII. RISK MANAGEMENT

The Proposed implementation of a CRM/ERP system involves lots of resources and requires proper planning. It will require integration of CRM/ERP system to a central platform in order to collect customer and business information from different departments. As subset of project management, risk management is used to identify and analyze risks, and develop plans to reduce their impact. It is not only important to identify risks but to mitigate them as well. Trusty Carpets risk management plan is to identify potential risks, assess the impact of the risks, and to mitigate or manage them to reduce impact. Figure 1 below depicts the risk management process.

Table 1 below is a risk matrix, which characterizes some potential risks with implementation of the proposed solution. The matrix also presents the probability and impact of occurrence, mitigation and contingency plans:

RISK MATRIX Table 1:

Area of Risk	Description	Probability of Occurrence	Impact of Occurrence	Strategy for Mitigation	Contingency Plan
1. Strategic	If ERP/CRM does not increase sales force efficiency and streamline processing	Medium	High	Train sales force on the relevant solution areas.	Write policy on proper use of the solution to include punitive actions.
2.	If CRM/ERP project may fails to align strategic objectives of organization	Low	High	CRM/ERP initiative should have its own vision, mission and goals	All employees should be informed with initiative and developing its goals, and objectives
3. Business	If The delivered system does not meet the business needs as intended. Risk of causing additional unplanned work once implemented.	Low	High	The contract will clearly define the requirements of the provided solution. The contract will also mention all the business needs the new system is capable of supporting.	Re-analysis of business needs and requirements
4.	If Normal business operations may be affected by the implementation of CRM/ERP. Business may go out of operations due to non-availability of data.	Medium	High	Possibility of business going out of operation should be evaluated and in case of risk of non availability of resources has very highly impact, measures should be taken	Alternative /Mirror Database and Servers can be installed for short period of time, or critical data can be migrated to other machines,
5. Feasibility	If Business solution is too large or doesn’t provide the required benefits. The solution implementation is not practical within the defined scope, cost and goals.	Medium	High	Proper attention in the planning phase will mitigate risk of low efficiency.	Top to bottom review of system with possible reengineering required
6.	While the projects is in early stage it is very important to accurately assess the project needs and requirements, otherwise it will be high level of risk to implementation stages of project and project might result in failure or incompletion	Medium	High	Feasibility studies should be checked, evaluated and conducted more than once	There should be independent feasibility studies conducted for project.
7. Risk of Creating a Monopoly	If System is created with software provided by a single vendor solution may have limitations for expansion	Medium	Low	Ensure software utilized is industry standard to ensure future viability	Review system on scheduled basis to ensure limitations are minimal
8.	There might be a risk of each department getting separate Data as result of CRM/ERP solution that may result in monopoly of that dept.	Low	Medium	All the department should be given access to relevant data	IT department will ensure that every dept. gets access to data
9. Capability to Manage Investment	If Owner is not confident in the ability of the project management team implementation will be impacted	Low	High	Provide visibility for solution to owner. Provide some examples of how the solution can help the overall business.	Show each individual's credibility of those working on the project to build trust with Owner
10.	ERP/CRM solution may results in effecting decision making capabilities	Low	Medium	There should be proper mechanism of using data for managing investment decision	There will be investment management committee that will take responsibility of decision making
11. Organization and Change Management	If Trusty Carpets employees not fully utilizing system	Medium	High	Include change management plan in planning phase. Provide adequate training for the implemented solution	Policy letters to prevent bypassing the new system
12.	If CRM/ERP solution requires an organization change its business process that may require lot of change management. That may have impacts on business	Low	Low	There is need of proper change management process	A change management team will be developed to look after change management process
13. Dependencies and Interoperability	If The customer relationship management (CRM) system does not integrate into the Enterprise resource planning (ERP) system	Low	High	Provide proper details of what combinations of programs are required for the solution. All cost related to the new solution will all be included in the cost analysis.	Re-engineer the system to lower dependency on other programs
14.	CRM/ERP solution may results in higher level of dependency on data/information and Some dept may not get access to relevant data	High	Medium	All the department should be given access to data	A role based methodology to access organization`s data is recommended
15. Security	If Users do not follow security protocols, unauthorized entities may gain access to sensitive information	Low	High	Training on policies and procedures will be mandatory for system users	Systems checks for unauthorized activity as well as a review of policies and procedures
16.	Data stored as result of CRM/ERP solution may be subjected to Security and Privacy regulations or unauthorized people may access this data	High	Very High	Access to information should be restricted for unauthorized access	Information assurance officer will be responsible to look after information security needs of organization
17. Surety (Asset Protection)	If Systems are not properly protected and backed up the system could be down for an extended period	Low	High	Hardware redundancies are included in the solution to mitigate damage. All methods of security are tested to ensure the solution is not vulnerable.	A procedure for local systems and paper backups during system down time will be in place.
18.	CRM/ERP solution will results in increase in it related assets, that may requires extra protection	Medium	Medium	Physical and logical security will be ensured	IT audit will be performed to improve physical and logical security of It related assets
19. Privacy	If System does not meet privacy requirements organization could face penalties	Low	Medium	Verify system meets all Privacy standards. Get support of the software vendors to ensure privacy is protected.	Immediate action to correct issues is required
20.	CRM/ERM solution may results in required information not available to concerned dept. Privileges of accessing data may also be affected	Low	Low	Privacy of organization`s data should be protected	Rule based access to private information with proper log monitoring system will be implemented
21. Project Resources	If Funding for project is not procured.	Low	Medium	If funding is not obtained project is delayed until proper funding is available.	Seek alternative financing. Revise solution to fit budget
22.	There is risk of unavailability of required resources for project implementation an d operation	Low	High	List of project resource required will be made before starting the project	Project management and executive team will ensure availability of Project resources
	Approval of the project implementation is pending Owners approval.	Low	High	If the project is not approved, project manager will work with owner to ensure all requirements are fulfilled.	Revise solution to fit owners requirements
23. Schedule	If Schedule not accurate leading to project over runs. Scheduled estimates and objectives not realistic resulting failure to implement solution	Low	Medium	Collaborate with owner, to touch on all aspects of activities that will take place over the life of the project. Provide a detailed scheduled for each stage of the project.	Reduce cost overruns as much as possible
24.	ERM/CRM solutions implementation process may easily go out of schedule	Very High	Very High	All departments will taken on board about implementation schedule of project	Project management and executive committee will work close to develop accurate and reliable schedule
25. Initial Cost	If Initial funding cost are not accurate equipment purchase may not be timely causing delays and additional cost	Low	Medium	Complete planning of system will mitigate the potential for errors	Re-validate total systems development cost to include additional cost
26.	Initial costs of project may go out of control easily	Medium	Medium	Initial costs carefully monitored	Project management team will carefully monitor initial cots estimation on weekly basis
27. Life Cycle Cost	If Life Cycle costs are not valid the system may not be completed without additional funding	Low	High	Thorough planning of system will reduce potential for cost errors	Present additional costs to owner for approval
28.	ERP/CRM solutions may easily go out of estimated costs due to length of schedule and changing markets	Medium	High	All the costs will be monitored throughout the project	All life cycle costs will be estimated with the help of management accountancy techniques to ensure accuracy, and monitored by project manager and auditors
29. Technical Obsolescence	If Outdated technical resources are used the system may not function as planned	Low	Medium	Ensure hardware purchased is not obsolete.	Do not purchase out dated resources
30.	CRM/ERP requires, resource and training of employees. Technology may get obsolete quickly	Low	Medium	Employees will be trained and technology requirements will be evaluated	HR department will conduct CRM/EPR training and IT dept. will identify critical technical assets that may be subjected to obsolesces
31. Technology Environment	If The associated hardware, software and network fails and causes the solution to be delayed and cost more	Low	High	Ensure all components are compatible with the proposed solution	Have a list of backup components which could be used if any fails
32.	Technical environment may not be supported by previous infrastructure and employees,	Low	Low	Technical requirements will be identified and meet for project	IT dept. will evaluate organization`s readiness for CRM/ERP project implementation
33. Reliability of Systems	If the systems response time is too slow user may resort to local systems that bypass solution making data unreliable	Low	High	Systems architecture must be able to handle required load	Policies for required use of system and training
34.	IT based system may have its own problems and their reliability can not be guaranteed	Medium	High	Reliability of systems will be ensured	IT dept. will develop Business Continuity and Disaster Recovery Plan for ongoing business operations
35. Data and Information	If Data interface is complicated and additional training is required which increases costs	Low	Low	Proper testing methods to ensure the interface is user friendly	Work with staff to understand preferences and try to integrate in the process.
36.	Data and information works as engine of CRM system, that may not be available or requires extra resources for storage	Low	Low	All the Customer contact centers will be developing strategies to collect customer information	All customer contact centers will be provided with all technical facilities to record customer information
37. Overall Risk of Investment Failure	If System planning is not thorough and the system does not meet the required goals. System may fail at a high cost	Low	High	Ensure proper planning and adherence the systems development life cycle	A complete review of the system with possible reengineering will be required
38.	ERP/CRM implementation may not result in expected results due to many reasons, nearly half of ERP/CRM solutions in USA results in failure	High	High	It will ensured that ERP/CRM project implementation best practices are implemented	Investment appraisal techniques before project start, and risk management techniques, with best practices and evaluation and monitoring of project will ensure success of project

The risks that would be the most threatening to the project are failure to procure funding for the project and runaway scope, and system does not meet the needs of the client. There are also risks associated with the management of the project. If the project management team is not experienced, and cannot properly manage the project, the cost to the organization could exceed the project. The risk scale used in the above table ranges from Very High, High, Medium, and Low degrees, which indicates the risks relevant category have on overall project. In cases where risk levels are very high or high, these risks may severely impact the business and project implementation process. A proper risk mitigation plan must be implemented in order to lower those risks. All these risks should be discussed in project plans and relevant risk management strategies should also be identified with proper roles and responsibilities for corrective measures.

References

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INDIAN HEALH, S. (2007). MANAGING CAPITAL INVESTMENTS AT THE INDIAN HEALTH SERVICES A 'HOW-TO" GUIDE TI RISK MANAGEMENT. INDIAN HEALTH SERVICES.

Kay, R. (2002, May 14). System Development Life Cycle. Information retrieved from http://www.computerworld.com/article/2576450/app-development/system-development-life-cycle.html

Tutor (2012, March). Agile vs. Waterfall. Software Development Life Cycle. Information retrieved from http://www.sdlc.ws/agile-vs-waterfall/