Assessment 3 Case Study Background project You work as an experienced independent Project Manager. You are asked by Sunshine Solar Power Systems (SSPS) to manage the implementation of their new Microsoft Dynamics CRM system (additional resources available in the assessment page). SSPS is expanding and the management team notices issues in the oversight of the sales and service processes and the communication about customers between various departments. They believe that the implementation of MS Dynamics CRM helps in solving those issues. Brief overview of the company Sunshine Solar Power Systems (SSPS) SSPS started in 2010 as a one-man installation company, mainly working as a contractor to larger construction companies. The focus was to install solar panels on roofs of small office buildings and private houses. The company has grown and currently has 48 employees working and designs and installs solar systems in commercial buildings, industrial buildings and private homes in NSW and Queensland. The organisation is structured like this: e CEO and CFO are the two directors of the company: o The CEO is responsible for Sales, Services and Operations o The CFO is responsible for Finance, HRM and Legal matters e Sales and Services department: o 2 sales managers responsible for the sales to commercial and industrial companies: they visit potential customers, attend conferences on Solar Power to network, and are informed about opportunities by the internal sales agents o 3internal sales agents and 3 Customer Services agents; the internal sales agents reply to home-customers, provide the contracts to them, close the sales and transfer signed sales to the Operations department e Operations department: o 3 Operations Engineers that specify and engineer the solutions once sales contracts have been signed and transferred o 2 Planners that plan the installation projects o 33 electricians and installation-workers e Finance, HR and legal department: o 2 Financial controllers, managing invoices and payments o 1HR Manager, responsible for HR policies and procedures o 1 legal advisor partly for HR issues and for customer contracts The project The CEO and CFO of SPSS have provided you with an overview description of the implementation and the requirements of the project, as follows: 1. The purpose of the project is that the CRM-system will be used for all customer information, customer communication and contracts with customers (whether commercial, industrial or home). The CRM-system should provide an immediate overview per customer of all relevant customer information, contact persons and contact details, communications (phone calls, emails, letters, etc.), contracts and open issues/questions/tasks. While the CEO, CFO and Sales Managers will be out of office visiting customers they also must have immediate access to all available information via their smartphones. The CRM system needs to be secured against unauthorised access by competitors, hackers, etc. The sales process which consists of initial contacts, request for proposals, proposals, final offers and contracts needs to be included in the CRM system. As soon as a proposal to a customer is signed by the customer the technical information needs to be transferred to: a. The financial system (XERO)in order to include the sales in the prognosis of turnover b. The Operations planning system, in which all installations are being recorded, planned and managed. The CEO has contracted a third-party implementation firm called Blue Skies CRM implementation services, that will be responsible for the training, implementation and configuration of the system. The budget for the project is partly finalised and includes: a. CRM-Software licenses: $ 50k per year for the first 3 years b. Implementation consultancy Blue Skies CRM Implementation Services: i. Employee training: 10 days effort and $15k budget (signed) ii. Configuration of customers module: 12 days effort (S 1000 per day) iii. Configuration of Sales module: 12 days effort (S 1000 per day) iv. Configuration of Services module: 12 days effort (S 1000 per day) v. Configuring the management reports: 10 days effort (S 1000 per day) c. Integration and Development consultancy: i. Definition systems integration: 5 days ($ 1000 per day) ii. Configuration XERO Dynamics CRM: 25 days (5 1000 per day) iii. Configuration Operations system Dynamics CRM: 10 days (S 1000 per day) From your research on the SPSS characteristics, you know that SPSS is a very entrepreneurial business and the CEO regularly changes his mind when new information is presented to him. Your duties as a project manager on a CRM implementation often include, but are not limited to: = Developing the project management plan = Developing or organising the requirements for the various system parts = Managing budget, time and quality = QOrganising and managing a budget = Performing a risk identification = Setting a schedule = Delegating tasks = Managing checklists of work completed [ssuing payments 10. Based upon this, you consider the team to be yourself as the project manager, the Blue Skies project manager, one salesman (parttime), 1 internal salesperson (parttime), one financial controller (parttime), one planner (parttime) and three developers from Blue Skies