Hardware Replacement: Customer Relationship Management - Research Proposal Example

Hardware Replacement: Customer Relationship Management Customer Relationship Management (CRM) refers to a technological strategy implemented by an organization to improve the organization’s interactions with customers and its entire clients and other targeted group. Its main aim is usually to attract a new base of clients, maintain current customers, woo any customers back that might have left, improve marketing methods and have marketing methods that are economically maintainable. In the implementation of a CRM, five major project management variables are significant for success. These are quality, time, risk, cost and scope. This paper will analyze the way these five variables relate to the scenario of installing a new CRM application that would include hardware replacement. Considerations that must be applied when selecting projects that deliver the best value will be discussed after the first subject concludes (Kerzner, 2000). Scope in a project defines the extent of the goals or requirements of a given project. The scope of any project should be the number one factor that should be looked at even before the planning of the project kicks off. In the given scenario, the main objective of the CRM to be implemented should be carefully studied. This will determine the main areas of changes that are to be made in the current system. Without careful consideration, a complete overhaul of the hardware as mentioned could prove to be expensive. This would be despite the scope of the CRM not covering an extensive area. With the establishment of the scope of the CRM to be implemented, the IT department will be aware of the main areas to alter and thus only replace the appropriate hardware that would fit the new CRM. This will, in fact, reduce implementation costs, a factor that would be the first to consider before such a project is embarked. Cost in the scope of a project defines human resource cost multiplied by the amount of time that was used to complete an entire project. The scenario in question is an IT-related scenario; therefore, the costs incurred are to include cost for the hardware and software. Before any project commences, it is vital that a comprehensive budget is made. This would monitor and control the use of resources as the project proceeds and steps in to normalize any deficit that might come up. In the given scenario, the profit of the CRM should be compared with the budget involved in implementing it. Given that a CRM should always enhance the production, marketing and sales profit, it would be baseless to implement the CRM, given the projected cost of the hardware with a higher budget than the proceeds expected from that CRM. Cost is thus a major factor to consider prior to the implementation of the CRM. Time basically refers to the amount of time that is needed for a project’s completion. Prior to the planning of implementing the CRM, there must have been a targeted time that would sync with a target of the IT department. Given that markets and customer influx fluctuate with different times, a schedule for the implementation of the CRM should be properly done to ensure that it is completed just in time to satisfy its initial objective. Without considering the time, it is highly likely that the targeted objective might be long overdue, especially with the current competition in the market, where the early bird would have snatched up the opportunity due to their timeliness or preciseness. The variable quality sometimes overrides the other variables, as this is contained in the end results of whatever implementation in a project. Quality in a project environment could be defined as a pointer of the measure of satisfaction an end product would give towards set objectives. IT implementation in any given organization is always aimed at increasing the efficiency. Prior to implementation of this CRM, careful considerations should be made of the required end results. This would help determine the equipment required, referring to software, hardware and human resource in this scenario. A consolidation of proper hardware and software coupled with perfect human resource with exemplary skill will ensure the installation of a perfect CRM that would satisfy the objectives set. The last variable to be considered, though with great repercussions if ignored, is risk. Given the threat that a risk can give, it is usually studied from three dimensions; cause, impending risk and the effect. The IT department personnel should carefully carry out a risk assessment, one of the SWOT analysis requirements, and have a forecast of the possible threats that implementing the new CRM would have. This would help them determine solutions earlier to determine whether the project should be carried on or not. With an exception of this, there is the risk to waste resources if at all a given project fails after resources have already been allocated and utilized. It is, therefore, wise to have a risk assessment prior to the kicking off of a given project, especially in this scenario that involves a lot of resources in hardware replacement. Projects, no matter the field of implementation, always aim at delivering the best business value. Before a project is embarked on, the management in charge must follow some considerations that would help select the best option of a project that would contain the best business value. These considerations are discussed in the subsequent paragraphs. The initial step to any project usually involves analysis of the business problem at hand to be solved. New implementations, especially in IT, always aim at providing modern solutions to problems. By analyzing the problem that an intended project is to bring up a system to solve, there is always preciseness and cautiousness put in every detail in the scope of the project. This usually results to a fruitful result with an outcome that usually follows every detail to the later. Most methodologies for software project usually have a vital initial stage that is referred to as system analysis and requirements. This set of information usually entails the functionality that a certain system is to accomplish. With these software requirement specifications (SRS), a system is developed specifically for the intended purposes, avoiding the use of extra resources and getting a system that gets the utmost of its intended purposes. Such systems developed in project phases usually produce optimal profits and business value because only the required product is always obtained (Kerzner, 2000). Many projects are usually carried out with extraordinary speed and excitement at a given opportunity without having foresight of any future profits from the outcome. Any project involving the development of something should look at the time scope of profit generation of the outcome of the project. It is wise to develop a product that would last some time before expiring. A creation that would immediately fade its usage after the immediately intended objective is not economically viable and thus does not have a good business value. A proposed project should always have the ability to maintain itself after its completion and installation. A feasibility study should be carried out, and future profit margins of the outcome should be assessed. Only a viable project with the ability to maintain itself and still generate immense profit would be the best option. Apart from these considerations, the five main variables, as initially described that include time, cost, scope, quality, and risk assessment should not be ignored. This combination is always the key to any successful project. A Customer Relationship Management (CRM) is a key element among managerial responsibilities that should be undertaken if the customers are at all a priority to any given organization. The scenario given should, however, consider the discussed factors for a success in its implementation. Disregard of these vital steps might end up leading to failure and loss of resources. Project work is always partaken with a lot of enthusiasm among team members. It is, however, vital to analyze various considerations that will always determine whether a project is worth investing in or not. Failure to do this would lead to failure and frustration, attributes that would spoil a company’s image and reputation and thus cause it losses. Reference Kerzner, H. (2000). Project Management: A Systems Approach to Planning, Scheduling, and Controlling, 7th Edition. New York: Project Management Institute. Read More