Unit 3 Managing Successful Business Project Level 5 Regent College BTECH HND

Task1

P1 Aim and objectives

Customer relationship management system help to an organisation to manage their all contact detail of their clients which reduce are effort of employees as well as increase productivity and accuracy. Management of an organisation used this technology to improve their relationship with life time value. CRM define as “ Collection and analysis information related to buyers and manage or organise all data in system manner in order to support sales and marketing activities”. So that, this software help staff members to know what customers think about their product and services and who to prepare sales pitch. Latest technology help to enhance skills of staff members that activity to increase organisation performance and productivity in limited period of time (Chesbrough, 2010). Through CRM system company change their way of working and rise profitability. Small size company used this techniques in order to gain competitive advantage as compare to their competitors at market place. They used computers, websites, servers, digital product to deal with firm cost. In current business environment world of advanced technology industry become more dynamic in nature.

In small firm CRM system may improve their production or communication by using several application like texting, website, email, digitalisation all information and many more. All function of organisation has used technology but management of this work in very important in order to achieve targets in specific period of time. Thus improve their market position as well as brand value in potential buyer's mind in long period of time. All department like operations, finance, marketing, sales, human resources and production are implementing several type of application in order to manage their work effectively. But out of all these, operations is a most important function of firm are technology has create largest impact on this work. So that, administration of the company has develop strategies and plan in order to manage all CRM software with in work place in given time frame (Crane and Matten, 2016). Whether enterprises are small or large in nature, practical application may important for all for achieve competitive advantage as compare to others in same industry. SAP is one of the largest organisation which run their business activities around 180 nations. In this report analysis benefits of CRM system for organisation which aid several decision related to work effectively.

Aim: “ How the CRM system has transformed activity on the company B2B”. A case study of SAP software firm.

Objectives: The main objectives of this research are discus below:

• To ensure impact of digitalisation on SAP to increase 16% profits within 6 months.
• To discuss main benefits accumulated within past 6 month by executing CRM system with in an organisation.
• To identify negative aspects emerged due to implementation CRM system from clients from past 6 months.
• To explain role of CRM to enhance sales and profitability of the company.

Research questions:

• What is impact of digitalisation on company to 16% profits within 6 months?
• Want is the main benefits accumulated within past 6 month by executing CRM system with in an organisation?
• What is the main role CRM to enhance sales and profitability of the company?
• What are the major negative influence emerged due to implementation CRM system from clients from past 6 months
• What are the recommended area where execution of CRM system can be more beneficial at work place?

P2 Develop plan of project management

Project management plan is an effective an formulate a document which used by company to control as well as implement the whole research project in effective manner which may leads in attaining positive outcomes in appropriate time frame. Basically this plan show an adequate way for managing as well as monitoring all the aspects in order to attain positive outcomes. Along with this, this type of document also aid in analysing workers performance towards the project and its activities. In this context, management of the company make as well as prepare an effective project plan. Along with this, company also use various effective tools and tactics for attaining appropriate outcomes in appropriate period of time. Furthermore, it is complicated as well as complex project which execute by the workers (Den Hertog, Van der Aa and De Jong, 2010). It includes various components which help in implementing an effective project plan which directly aid in attaining favourable results. All these can be understood by following points:

• Cost: It is one of the important element which required by the project manager at the time executing research activities. Basically it is costly for the company so that manager have to implement appropriate strategies for making successful project. The project has determined their budget to 5500Euros for developing their entire project accumulating entire information and undertaking procedure under the provided fund amount.
• Scope: It is related to the whole process of the project which may leads in making a successful project. Along with this, manager of the company also consider various steps to implement innovative aspects which may leads in enhancing the overall performance of the project (Eckerson, 2010). For attaining the same, firm use new and innovative technologies for establishing better image. The scope of this project is limited to the United Kingdom that can help in achieving their final outcome in effective manner.
• Time: Enough time is more important for manager of the project to manage entire activities of the project in most effective manner. With the help of this, manager enhance the chances of making an successful project which may leads in attaining higher profitability level in limited period of time. By this manager also encourage workers to perform their best and attain positive outcomes. This project has framed the proper time management plan and determined to accomplish this assignment within 4 month undertaking entire procedures to make it more authentic and scientific.
• Risk: Every project having some kind of risk factors which hamper on the overall performance of the project. Thus, it is important for manager to manage as well as analysis all the risk factors effectively which may leads in improving the productivity level of the company and its workers also. Along with this, manager also use an effective strategies to modify entire activities in effective way which directly contribute in reducing the risk factors in most effective manner.
• Quality: It is important for manager of the project to maintain overall quality of the products and services which may help in improving the performance level of the project. Along with this, project manager also develop an effective strategies for manufacturing quality products and services. For this, HR manager of the company also hire skilled and talented candidates for business so that they easily maintain as well as handle all the customers in effective manner (Gebauer Edvardsson and Bjurko, 2010). It also leads in creating strong customers base.

All these are more effective which contribute in making an successful project management plan which may leads in attaining positive results. With the help of this, company enhance their overall performance level at market place.

P3 A Gantt chart and Work breakdown structure

Management of an organisation has developed strategies to run whole business activities in appropriate ways. CRM software help company to manage all relevant information related to consumers and analysis their needs and wants effectively, accordingly produce goods which are able to full fill demand in appropriate ways. In order to conduct research, investigators wants to investigating all activities which are competing during research and in end achieve objectives. In this they are explain as well as arrange entire task with time limit in a systematic manner. For this they have used two method Gantt chart and work break down structure. Both method are help to carry out whole research in right ways in specific period of time (Incelli, 2013). A work break down structures shows all task in an systematic and arrange manner, it includes or divide entire work into manageable sub activities and investigators are follow this report while preparing pre methodologies work.

Feasibility and contingency: Feasibility analysis of this research aim is very important to know whether this research provide any valid outcome or not. It shows or test viability of idea and goal to emphasis issues which are occur in future that create problem for completing research. Accordingly to report of research, current business environment support technology as well as new application to reduce effort of human being and gain accuracy in work. CRM system has help organisation to run business and build strong relationship with their customers effectively. So that aim of this assignment “ How the CRM system has transformed activity on the company B2B” is feasibility in nature. So that, researcher prepare work break down structure according to all activities and sub activities feasibility (Jones and Lubinski. 2012). For contingency, during research project various kind of issue and problem are rise which effect work, so that, investigators are analysing all these factors to prepare work break down structure as well as Gantt char in order to carry out entire task in an effective ways.

A work-break down structure: It is a one of the important project deliverables that are organising whole research work into manageable task. It also explain as deliverables emplacement hierarchical divided all work that are executing by project team members. It is a one of the important function of planning into several task in order to accompanying responsibility of each one employees with in project. It provide all relevant mode which are find out crucial action and sub action to accomplish whole project in specific period of time. Work break down structure help to analysis overall cost of the program so that work are completing accordingly to given budgets (Kankaanranta and Planken, 2010). By using level of operations, SAP has provide quality of product to their buyers in order to achieve higher profits. It represent all list of task which are covers during research project. This structure is create dynamic culture with in team members which are explain bellow:

A Gantt chart: It is provide information related to time, which task want how much time to completion. So that researcher is carry out program in an effective manner. Management of an organisation used Gantt chart in order to control manufacturing action effectively. It provide graphical representation of several activities, so that investigator as well as administration both are track specific part of work of project whether it is completing on time or not. CRM system are used by organisation and its impact effect their performance positivity. So that, when investigator prepare Gantt chart they are gather all relevant information to completing whole project on given time frame. In this, listed all sub function on vertical and its associated time on horizontal axis that are explain time intervals between activities (Lai and Ong, 2010). Management of an organisation used this method in order to manage or arrange action with time scale and each one of task shows in shaded proportion of wind up phase. Gantt chart oh this given chart are explain as follows:

• Kinds of work including in research project.
• Identify which activities of the research are shows overlapping with other actions.
• Schedule each sub - functions form start to end point in order to complete project.
• Duration of time taken by researcher to competing all program task in an effective.

Work activities:

Task 2

P4 Conducting small research by applying quantitative and qualitative methodology

Research on CRM system has beneficial of organisation to run whole business in an effective ways. Through this, they are able to achieve aim in limited period of time. In order to know impact of customers relationship management software on firm performance. For this conducting research and gather relevant information and data on given report topic. There are two method of arranging information secondary and primary (Lin and Chen, 2012). Investigator selecting best appropriate sources according to their needs and objectives in order to draw valid result effectively.

Primary sources: In this sources of method, researcher are collecting data from first hand sources. Form this, they are used different kind of method like observation, case study, survey, questionnaire,focus group, experimentation and many more. It is a qualitative as well as quantitative in nature. Two types of data collection method are discus below:

• Qualitative research method: It is a analytical in nature. Qualitative data collection method are used to thought, opinion, thinking, perception etc. of customers related to firm product and services. The main techniques of gather information in this method is group discussion, individual interviews, participation etc.
• Quantitative research method: It is a numerical expression of all information. Quantitative method of collecting data emphasising objectives measurements and statistical or mathematical analysis (Shang, 2012). Some important techniques of collecting data through this method are questionnaire, survey, polls and many more.

QUESTIONNAIRE

NAME: AGE: GENDER: MAIL ID: ADD:

Q1). What is you gender? · Male · Female Q2). What is you annual wage? · 25K Euros · 25-40k Euros · 40k Euros Above Q3) Dose digitalisation create impact on profitability of an organisation? · Yes · No Q4) How well the CRM implementation will assist organisation to consider their clients? · Extremely · Very well · Moderate · Not well Q5) What types of benefits SAP is availed by the execution of consumer relationship management within their organisation? · Better customers relationship · Improve ability of cross sell · Greater clients satisfaction · Cost saving Q6). In which form, CRM affect in sales enhancement and profitability of the company? · Increase sales · Reduce work load · Manage clients relationship Q7). Is organisation resolving clients issues through the assistance of CRM software? · Yes · No Q8). In the term of item value, is association assist in undertaking the rival benefit at competitive marketplace? · Yes · No Q9) According to your views, which technique is most efficient to manage suitable consumer and organisation relationship for maximum period of time? · Advertisement · Social Sites · Television Q10). As per your perception, is CRM practices satisfying their clients in SAP leading to development and success at the marketplace? · Yes · No Q11) What sort of technologies are opting through organisation to achieve the consumer and potential buyer's attention in regard of services and products? · Vouchers · Discounts Q10) Suggest or recommend any practices which company desire to achieve their upcoming objectives?

Secondary sources: In secondary method of sources of information. It is a external resources of data that are gather by company in order to draw a valid conclusion. Some important sources of collecting content are newspapers, books, journals, internet, social media site etc. It save time and found resources of enterprises. But it can not provide accurate and reliable data as compare to primary method.

Task 3

P5 Research analysis

In this report, the company has conduct the entire research undertaking 100 responder under their sample size in regard of developing research through creating more factual data. Here are presented the data analysis part of report mentioned as below:

INTERPRETATION

Theme 1: Both gender are presents equally

Q1). What is you gender?	Frequency
· Male	50
· Female	50

Interpretation: As per the views, it can be affirm that 50% female and 50% male respondents are taken for the CRM system study in the research report.

Theme 2: Most people are earning above 25000Euros

Q2). What is you annual wage?	Frequency
· 25K Euros	65
· 25-40k Euros	25
· 40k Euros Above	10

 

Interpretation: This cab be mentioned that 65 respondents are earning more than 25000 Euros whereas 25 are in between 25-40k Eu ors. On the other hand, 10 are above 40k earner.

Theme 3: CRM create positive impact profitability

Q3). Dose CRM create impact on profitability of an organisation?	Frequency
· Yes	75
· No	25

 

 

Interpretation: Hence, the above illustrated graph presents consumer relationship management can enhance the productivity and profitability of working organisation whether it is large or small in effective way. 75 of responder have given their statement agreeing with the availed benefits from CRM whereas there were 25 respondents who were not agreed in the claimed report.

Theme 4: CRM assist organisation in achieving objectives on extreme level

Q4) How well the CRM implementation will assist organisation to consider their clients?	Frequency
· Extremely	45
· Very well	25
· Moderate	16
· Not well	14

 

Interpretation: The above presented chart affirms that consumer are assisted various technologies and practices that can aid in achieving their business objectives. There are more than 45 respondents who stated that they are extremely assisted by organisation. On the other side, 25 testee claimed that they are facilitated very well by the organisational activities. On the other hand, more than 16 claimed that they are assisted moderate practices in more significant manner. At last, there were more than 14 people who were not well assisted by CRM.

Theme 5: CRM benefit in satisfying consumer

Q5) What types of benefits SAP is availed by the execution of consumer relationship management within their organisation?	Frequency
· Better customers relationship	35
· Improve ability of cross sell	27
· Greater clients satisfaction	23
· Cost saving	15

 

Interpretation: This notion affirms that more than 35 responder are getting better consumer relationship through CRM practices. 27 testee stated that overall improved productivity has been availed through CRM. Whereas, 23 respondents has claimed that greater clients satisfaction is gained through the help of this and 15 proclaimed for cost reduction by the help of consumer relationship management.

Theme 6: CRM affect in sales

Q6). In which form, CRM affect in sales enhancement and profitability of the company?	Frequency
· Increase sales	30
· Reduce work load	20
· Manage clients relationship	50

 

Interpretation: As per the stated graph, it can affirm that more than 30 responder believes that there are more sales of service by assistance of consumer relationship management where more than 50 has given their agreement in the relationship management of clients. On the other side, 20 of them stated that there are less work load by the help of CRM.

Theme 7: Organisation can resolve clients issues through CRM

Q7). Is organisation resolving clients issues through the assistance of CRM software?	Frequency
· Yes	76
· No	24

 

Interpretation: The illustrated data states that more than 76 of respondents are agreed with the statement that consumer relationship management helps in resolving the clients and consumer issues as well as disputes. Where 24 claimed their opinion against it.

Theme 8: CRM provide more benefits and better efficiency

8). In the term of item value, is association assist in undertaking the rival benefit at competitive marketplace?	Frequency
· Yes	72
· No	28

 

Interpretation: CRM provide more benefits and competitive edge in the marketplace through the assistance of Consumer Relationship Management as per the analysis of 72 respondents. On the other side, 28 responders stated their statement in the contrast.

Theme 9: Social sites is more useful for maximum benefits through CRM

Q9) According to your views, which technique is most efficient to manage suitable consumer and organisation relationship for maximum period of time?	Frequency
· Advertisement	26
· Social Sites	45
· Television	29

 

Interpretation: This can be claimed from the above mentioned part, it can be claimed that more than 45 responders stated that social sites are more interactive helping in the management of consumer relationship. On the other side, more than 25 testee stated their view in regard of advertisement and approximate 29 claimed their opinion in context of television.

Theme 10: CRM satiate consumer demand

Q10). As per your perception, is CRM practices satisfying their clients in SAP leading to development and success at the marketplace?	Frequency
· Yes	75
· No	25

 

Interpretation: 75 respondents claimed in the agreement that CRM satisfy consumer demands whereas 25 claimed that there is no role in between both.

Theme 11: Vouchers are more effective technique for CRM

Q11) What sort of technologies are opting through organisation to achieve the consumer and potential buyer's attention in regard of services and products?	Frequency
· Vouchers	55
· Discounts	45

 

Interpretation: This can affirm as per the responders that vouchers are more effective as 55 responder claimed in favour of this. Where 45 voted in favour of discount techniques which is effective as well for managing consumer relationship.

P6 Recommendations for this research

latest technology is very important for an organisation in order to achieve competitive advantage at market place. CRM system reduce employees efforts and save money in order to run business activities in an effective ways. By this, firms are capable to meet their goals and objectives in limited period of time. Management of an organisation develop strategies and plan to implementing CRM system at work place to build strong and positive relation with potential customers thus increase profitability in long period of time.

So that, all task are accomplished in appropriate ways in gain valid outcome. By making proper changes in existing product and services as well as upgrade techniques or tools to enhance operations work in order to achieve higher customer's satisfaction. SAP has produce latest technology software to attracting large clients toward offer to generate high profits and market position as compare to their competitors in same industry. Some important recommendation for SAP as well as for other organisation are explain as follows:

• Technology are rapidly change, so that SAP want to modify their CRM software on time to time basis according to market demand.
• It is very important for organisation in manage all business work in an effective manner in order to achieve aim in limited period of time. For this, they want to develop strategies as well as plan and implementing that at work place to enhance productivity or performance of staff members with in an organisation. HR manager of the company conducting training program to enhance employees skills and knowledge which improve quality of product in long period of time. Through this, firm are able to gain higher attraction of potential buyers and build strong positive brand image in customers mind.
• It is important for organisation to used various kind of approach with in work place to increase quality of commodities but lower customer's satisfaction may create issues thus affect firm performance negatively. So that, management want to organising motivation program in order to boost productivity as well as profits in limited period of time. So it is recommanded to firm that, they want to create awareness about commodities features and benefits among all employees as well as entire customers or market. Through this, they are able to deliver effective and high quality services to their buyers. It is improve their industry position as compare to others.

Task4

P7 Self reflection of the work undertaken

Through this research, I am able to understand several concept like project management, work break down structure system to divided task into manageable work, Gantt chart to make coordination between time and program activities, feasibility analysis of aim, how to prepare questionnaire and many more. These all things are enhance my knowledge and skills about project planning. In order to organising research project I have face many difficulties which increase my interpersonal capabilities as well as decision making abilities. So that I performance better then before in order to achieve my objectives in limited period of time.

l performance my all responsibility and duties successful to completing program activities in appropriate ways. Technology has rapidly change, so that it is very important for management to implementing modification in work process in order to produce product which are in current trend. SAP are continuously improve their software quality as well as features in attracting large number of customer toward firm commodities that increase profits in long period of time. It help me to develop decision making abilities related to digital technology at work place. Certain issues that are faced by me in duration of research are explain as follow:

• Investigation are compete in less time period which create negative impact on my result.
• Information as well as sample are not accurately correct as per given situation.
• I have less information about CRM system and new techniques which affect my research outcome.

Therefore, it is very important for an organisation to analysis requirement of CRM system at their work place. They also find out various issue of executing this system which provide negative influence on implementation of research activities. One of the most important issue which are face by me during project is time and budget that are associated with all activities as well as sub - activities.

Conclusion

From the above report it is concluded that CRM system if very help full for organisation in order to achieve goals and objectives in given time frame. The main benefits of this software is reduce employees efforts, save time as well as resources, fund, accurate information and many more. Through this, firm are able to build strong as well as positive relationship between company and customers so that they receive higher profitability in long period of time.

References

• Ahmed Dine Rabeh, H., Jimenez-Jimenez, D. and Martínez-Costa, M., 2013. Managing knowledge for a successful competence exploration. Journal of Knowledge Management. 7(2). pp.195-207.
• Chesbrough, H., 2010. Business model innovation: opportunities and barriers. Long range planning. 43(2). pp.354-363.
• Crane, A. and Matten, D., 2016. Business ethics: Managing corporate citizenship and sustainability in the age of globalization. Oxford University Press.
• Den Hertog, P., Van der Aa, W. and De Jong, M. W., 2010. Capabilities for managing service innovation: towards a conceptual framework. Journal of service Management. 21(4). pp.490-514.