MGMT 2280 CC Project Management For Information Technology Case Study
MGMT 2280 – 23F Project Management for Information Technology Case Study 1 Grade: 10% Due: 15 October 2023, 11:59 pm ET Company Description: UrbanPeak Realty Solutions is a leading real estate brokerage firm based in Toronto, Canada. With a strong team of over 200 real estate agents and a vast portfolio of properties, the firm has been a key player in the Toronto real estate market for over a decade. The company’s operations are spread across residential, commercial, and industrial real estate sectors. Despite its success, the company has been facing challenges in managing its customer relationships effectively. The current system of managing customer data is manual and fragmented, leading to inefficiencies and missed opportunities. The company has identified the need for a robust Customer Relationship Management (CRM) system to streamline its operations, improve customer service, and enhance sales effectiveness. Project Objectives: The primary objective of this project is to develop and implement a comprehensive CRM software solution that will enable the company to manage its customer relationships more effectively. The CRM system will serve as a central repository for all customer-related information, providing a 360-degree view of each customer. The CRM system will have the following high-level business requirements: Contact Management: The system should be able to store detailed information about each customer, including their contact details, property preferences, and communication history. Task Management: The system should enable agents to schedule and track customer tasks, appointments, and follow-ups. Sales Pipeline Management: The system should provide a visual representation of the sales pipeline, helping the agents track each deal’s progress. Reporting and Analytics: The system should provide real-time reports and analytics to help the management make informed decisions. Integration: The system should be able to integrate with other software applications used by the company, such as email, calendar, and accounting systems. Security: The system should have robust security features to protect sensitive customer data. User-friendly Interface: The system should have an intuitive and easy-to-use interface to ensure quick adoption by the agents. Scalability: The system should be scalable to accommodate the company’s future growth. The project will follow the waterfall model. You are the Project Manager hired to manage the project. This is the first project of its kind for the company and many documents & processes need to be developed. © Nahid Rahman, 2023 Page 01 of 04 MGMT 2280 – 23F Project Management for Information Technology Case Study 1 Phase #1: Initiation Currently, the CRM software development project is in the initiation phase. The initiation phase sets the foundation for the entire project. Therefore, spending adequate time and effort is crucial to ensure that the project starts on the right foot. The project team has identified the need for the project and defined its objectives. The high-level business requirements for the CRM system have been outlined. Graded Component #1: Your task is to prepare the Project Charter. This document will formally authorize the project. It will include the project’s purpose, objectives, high-level requirements, project boundaries, key stakeholders, identified risks, and the project manager’s authority level. You can assume that the following documents will also be created in this phase. You do not need to create or submit them as part of the evaluation for this case. Stakeholder Register Preliminary Risk Assessment Phase #2: Planning The project is now in the Planning phase. A well-planned project is easier to manage and control, and it increases the chances of meeting the project objectives on time and within budget. The project team is working on defining the project scope, identifying the required resources, estimating the time and cost, and developing a detailed project schedule. The team is also identifying potential risks and planning for risk mitigation. Graded Component #2: Your task is to prepare the Project Schedule. This document should provide a timeline for each task and subtask. It should also identify the critical path of the project. Graded Component #3: Your task is to define a Change Approval process. Prepare a framework to approve/reject any change request for the project. The framework will use a weighted average scoring model to evaluate the benefits of implementing the project change vs. the impact on the project scope, schedule, and budget. You can assume that the following documents will also be created in this phase. You do not need to create or submit them as part of the evaluation for this case. Work Breakdown Structure Risk Management Plan Communication Plan © Nahid Rahman, 2023 Page 02 of 04 MGMT 2280 – 23F Project Management for Information Technology Case Study 1 Phase #3 + #4: Execution + Monitoring & Control The CRM software is now being developed according to the project plan. The project team is currently working on coding, testing, and integrating the various modules of the CRM system. The project is progressing per the schedule, and the team is focused on meeting the technical requirements outlined in the plan. The project team is also closely monitoring the system’s performance against the defined technical requirements and project objectives. Any deviations from the plan are being identified and addressed promptly. Graded Component #4: Your task is to create and complete a Change Request Form. The sales team has requested a new change in the CRM system. They want to add a feature that allows them to categorize customers based on their buying behaviour and preferences. This feature was not part of the original project scope and will require additional resources and time to implement. To address this change, you will need to create a Change Request Form. Populate the form with relevant information based on the above change request. Once the Change Request Form is completed, it will be submitted to the Change Control Board (CCB) for approval. The Change Management Register will be updated to reflect this. You can assume that the following documents will also be created in this phase. You do not need to create or submit them as part of the evaluation for this case. Project Status Report Decision Log Risk Register Updates Change Register Updates Phase #5: Closure The project is nearing completion. All the high-level technical requirements have been met, and the project stakeholders have tested and approved the system. The system has been successfully integrated with other software applications used by the company, and the sales agents have well received the user-friendly interface. The project team is now preparing for the final project closure activities. Graded Component #5: Your task is to prepare the Lessons Learned Report This report will document the project team’s experiences, insights, and recommendations. It will cover all aspects of the project, including project management practices, technical challenges, stakeholder management, and team dynamics. The aim of this report is to provide valuable insights that can help improve future projects. You can assume that the following documents will also be created in this phase. You do not need to create or submit them as part of the evaluation for this case. Project Closure Report Post-Implementation Review Report © Nahid Rahman, 2023 Page 03 of 04 MGMT 2280 – 23F Project Management for Information Technology Case Study 1 Guidelines: Formatting: APA style (https://apastyle.apa.org) Citations: Use proper in-text citations and provide a reference list at the end Submission Instructions: Submit all 5 graded components as a single PDF document through the eConestoga dropbox Late submissions: Subject to penalty, unless prior arrangements have been made at least 48 hours before the submission deadline. Grading Criteria: Component #1: Project Charter (20%) – Identification of project objectives, scope, and stakeholders – Clear definition of project deliverables and milestones – Identification of potential risks and mitigation strategies – Inclusion of project budget and resource allocation Component #2: Project Schedule (20%) – Detailed breakdown of project tasks and subtasks – Logical estimation of task durations and dependencies – Identification of critical path and potential bottlenecks – Use of Gantt chart (tool agnostic) Component #3: Change Approval Process (20%) – Clear definition of the process for requesting, reviewing, and approving changes – Identification of roles and responsibilities in the change approval process – Inclusion of criteria for evaluating change requests – Explanation of how changes will be documented and communicated Component #4: Change Request Form (20%) – Comprehensive form that captures all necessary information for a change request – Clear instructions on how to complete and submit the form Component #5: Lessons Learned Report (20%) – Detailed analysis of what went well and what could be improved – Identification of key lessons learned and recommendations for future projects – Reflection on the project management process and team performance Each component will be evaluated based on its completeness, accuracy, clarity, and adherence to project management best practices. Please note that plagiarism will not be tolerated, and any instances of academic dishonesty will be dealt with according to the college’s policies. © Nahid Rahman, 2023 Page 04 of 04
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