Introduction
This project focuses on the development of customer management system for Southend Fried Chicken (SFC). As such, the project scope entails the project deliverables, efforts, and resources needed for successful completion and integration of the project. Also, the project statement and executive summary ensure that all stakeholders understand the project scope. The project will be finished by December 2018.
The Project Scope Statement defines the following:
The name of the project
Purpose and justification of the project
Dates of the project
The budget for the project
Project objectives
Project deliverables
Milestones
Project Title : Customer Management System of Southend Fried Chicken
Purpose and Justification of the Project
Customer relationship management system records customer interactions against an exclusive history. It generates and manages cases for resolution by back office and offers assistance to agents in answering numerous inquiries at a time of contact. Also, it provides customers with a platform on which they can track their orders and raise complaints if they are not content with the products or services offered ( Barkley & Saylor, 1994). Over time, the organization has augmented these central systems with others to meet customer preferences and the manner in which they want business to be handled. As technology is advancing there is a need to adopt a system which is more resilient and more comfortable to upgrade and support.
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This project seeks to offer better functionality for customers to self-serve, increase customer contact handling efficiency, and explore the possibility of cloud-based solutions.
Goals
• Creation of customer friendly environment
It can be achieved by adoption of a system which focuses more on customer needs and services to improve their interaction with the organization.
• Professional development
By training of employees on operations of the system to ensure improved service high returns will be achieved on the investment.
• To enhance customer contact experience through the use of a more interactive platform, this offers adequate information on services requests and products delivery.
Stakeholders
The community from which the organization draws it resources is the primary stakeholder. The customers of the organization are also a key stakeholder of the project. This is because the satisfaction of customer needs and preference is the primary goal of the project. The organization is also set to benefit from the increased customer base and constant supply of products thus improved products and service delivery and in the long run high returns from the investment ( Johnson & Gustafsson, 2006). Other stakeholders of the project include the top management of the organization, that is, the CEO, the project sponsor, the project manager, the budget leader, and the project committee chairperson.
Timeline
The timeline of this project is a sketch that gives the estimated time each task will take up to when the project is estimated to end.
| Tasks | May/2018 | June/2018 | September/2018 | December/2018 |
| Research market and options | ||||
| Explore and seek approval for joint tender approach from P&R Committee | ||||
| Development of the project control plan | ||||
| System design | ||||
| System installation and test environments | ||||
| Service testing and user testing | ||||
| Project closure |
Budget
The budget of this project contains all the expenses incurred in the project design, development, and implementation. However, the budget does not capture costs of upgrades in the near future.
| Project Activity | Capital Cost |
| Research market and options | £10,500 |
| Explore and seek approval for joint tender approach from P&R Committee | £5000 |
| System design | £30,000 |
| System install and test environments | £15,000 |
| Service testing and user testing | £10,000 |
Project Deliverables
At the end of the project, SFC will increase the number of orders handled in a day, thus, expanding the customer base. Upon completion the following objectives will be achieved:
Adoption of a customer management system which will be handling more than 3000 customer orders
The employment of more qualified staff to match the increased demand for SFC products.
Milestones
Obtaining the necessary funds to execute the project from sponsors—May 2018
Obtaining the design approval for Customer Management System —May 2018
Final approval of the project—December 2018
Closure of the project—December 2018
Challenges
The size and complexity of the system require the development of site features and acquisition of new web services which will be in line with the dynamics of the intended project. Acquiring of the functions can be very expensive in the development cycle thus a need to rely on other service providers to host some service during migration.
Recommendations
Modification of the current customer management system to support the suggested new features of the Customer Management System.
Approach web service providers to host some of the organization services while working towards perfecting the proposed management system.
Approach the board to request more funding to acquire new site features.
References
Johnson, M., & Gustafsson, A. (2006). Improving customer satisfaction, loyalty and profit: An integrated measurement and management system . John Wiley & Sons
Barkley, B., & Saylor, J. H. (1994). Customer-driven project management: A new paradigm in total quality implementation . McGraw-Hill Companies.
