IFS312/IFS312E - Practical 1 – IS Project Management Tools – Project Libre/Ms Projects etc.

, Work
Breakdown Structure and Gannt Chart [Weighting of 20% towards DP] May 2024.

Note:
• Students have the option to complete their practical using either Project Libre or a version of Microsoft
Project. The software principles are fundamentally the same. The instructions in the practical will be
specific to the Project Libre open-source software, which can be downloaded here -
https://sourceforge.net/projects/projectlibre/
• Before attempting this practical, students are encouraged to source and work through a tutorial on how to
use Project Libre or the version of Microsoft Project they will be using.

CASE STUDY

Eagle Eye Technologies Inc: Enhancing Customer Engagement through CRM Implementation

Background: Eagle Eye Technologies Inc, a leading innovator in the security industry, specializes in the
manufacturing and distribution of high-quality Unmanned Aerial Vehicles (UAVs), commonly known as security
drones. These drones provide cutting-edge surveillance capabilities to property owners and security firms
worldwide.
Challenge: With a growing customer base and an expanding market reach, Eagle Eye Technologies Inc faced the
challenge of managing complex customer interactions and maintaining high satisfaction levels. The need for a
robust system to streamline communication, track customer engagement, and facilitate service delivery was
evident.
Objective: As a project manager at Eagle Eye Technologies Inc, you were tasked with the design, development, and
implementation of a Customer Relationship Management (CRM) software system. The goal was to create a
centralised platform that would:
• Enhance customer service efficiency.
• Provide real-time data analytics for better decision-making.
• Foster strong, long-lasting relationships with clients.
Solution: The CRM system was envisioned as a multi-faceted tool tailored to the unique needs of the security drone
industry. Key features included:
• Client Information Database: A secure repository of all customer interactions, preferences, and transaction
histories.
• Service Ticketing System: An intuitive interface for customers to report issues, track resolution progress, and
receive timely support.
• Marketing Automation: Tools for launching targeted campaigns, promotional offers, and new product
announcements.
• Performance Analytics: Dashboards displaying key metrics such as customer satisfaction scores, response
times, and sales conversion rates.
Implementation: The development process follows a phased approach:
1. Requirement Gathering: Conduct comprehensive workshops with stakeholders to identify specific CRM
needs.
2. System Design: Collaborate with software engineers to create a user-friendly interface and robust backend
architecture.
3. Development & Testing: Built the CRM system using agile methodologies, ensuring flexibility for future
enhancements.
4. Training & Deployment: Provide extensive training to staff and smoothly transitioned to the new system
without disrupting ongoing operations.
Results: Eagle Eye Technologies Inc expect significant improvements in the following key performance metrics:
• Customer service response time reduced by 30%.
• A 25% increase in customer retention rates.
• Enhanced data-driven decision-making capabilities.
Conclusion: The successful implementation of the CRM system at Eagle Eye Technologies Inc to set a new standard
in customer engagement within the security industry. By leveraging technology, the company has envisioned
strengthened market position and well-equipped to handle future growth.
 INSTRUCTIONS:
1. You can work on this practical in groups of 2 to 3 members. However, enter the names and student number as
you create a new project in Project Libre. Please note that members will not be added to the team submission
after it is uploaded. No name on submission, no mark.
2. Create a new project in Project Libre.
3. Capture the Project Name with the student number of your group members after it in brackets, e.g., My project
(2021***; 2022**; 2202***).
4. Capture your group members last names and initial as the managers, e.g., Fana, S; Ndlovu, X; Oosthuizen.
5. Select the start date as 10-05-2024.
6. Click OK and continue.

This practical exercise is designed to develop your project management skills through the creation of an Activity
Definition and Sequencing Worksheet, followed by the construction of a Gantt chart. Your comprehension of
the case study will be demonstrated through these deliverables. Utilise the information provided in Appendix A
as a blueprint to structure your Activity Definition and Sequencing Worksheet. Upon completing your Activity
Definition and Sequencing Worksheet, you will then input this data into project management software to
generate a Gantt chart. It’s important to note that Appendix A serves as a model to inform the development of
your own worksheet, which will underpin the creation of your Gantt chart.

7. Create your Activity Definition and Sequencing Worksheet, and make sure to use the correct indentation to
show layers two and three under the correct layer one heading.
8. Then Enter the information in the PM software form your newly created Activity Definition and Sequencing
Worksheet.
9. Once you have captured all the information, you can then view the WBS. We will not be printing off the
WBS as it stretches over multiple pages.
10. You will be submitting the Spreadsheet part of the Gantt Chart. Click on the Gantt Chart, then select
File>Preview to view the spreadsheet. Before you save it to PDF, make sure that all the levels are expanded
and all the items can be seen.
11. Click on the PDF icon and save the file to your choice of location on your laptop, or into your student
OneDrive folder. The file name will automatically be shown as the project name and your student
number appearing in brackets if you have followed the instructions.
12. Another method of printing the Gannt chat is to use the print screen feature from your laptop. To
capture the entire screen of your computer snipping tool from your computer search in the task bar.
Then paste it in a word document and convert to pdf.
13. Upload your PDF file to Blackboard under Module Assessments> PM1 - Project Management Software
Practical [DP 20%] for your work to be assessed. Check your module schedule for your campus for the due
date of PM1 - Project Management Software Practical.

NB: Utilize Appendix A selectively, incorporating only those activities or entries that resonate with your
understanding of the case study. There is no obligation to adopt every entry listed. Let this example serve as a
guiding framework for your own analysis.
Appendix A. Activity Definition and Sequencing Worksheet Audionic Car – Electronics CRMA12

The case study for Audionic Car Electronics’ CRMA12 revolves around the strategic development and implementation
of a CRM system tailored for the automotive electronics sector. Appendix A provides an Activity Definition and
Sequencing Worksheet, which serves as a structured roadmap for the project’s lifecycle. This worksheet outlines the
critical tasks and sequences necessary to successfully deploy the CRM system, ensuring enhanced customer
engagement and streamlined operations.

Activity Definition and Sequencing Worksheet

Project Title: Project Working Title:

Audionic Car - Electronics CRM Phase A12
Proponent Secretary: Proponent Agency:
Mandisa Zwane Afriq Mayor
Prepared by: Date / Control Number:

CRMA12

Task
Estimated Predecessor
Element WBS Elements Duration Element
Number Activity, Task, or Sub-Task (Days) Number
1 Initiate the project
Define Project Scope and Objectives: Gather requirements from Audionic Car -
Electronics’ stakeholders to clearly define the scope and objectives of the CRM
1.1 system project.
1.1.1 Identify Key Stakeholders 3
1.1.2 Develop Stakeholder Engagement Plan 2
1.1.3 Conduct Requirement Elicitation Sessions 5
1.1.4 Document and Confirm Project Scope 4
1.1.5 Define Project Objectives and Deliverables 3
1.1.6 Obtain Scope Approval from Stakeholders 2
1.1.7 Communicate Scope to Project Team 1
Establish Project Team: Assign a project manager and team members with
1.2 defined roles and responsibilities to ensure effective project management.
1.2.1 Define Project Roles and Responsibilities 2 1.1.7
1.2.2 Select Project Manager and Team Members 3
1.2.3 Assign Tasks and Responsibilities 2
1.2.4 Establish Team Communication Channels 1
1.2.5 Conduct Team Onboarding and Orientation 2
1.2.6 Set Up Team Collaboration Tools 2
1.2.7 Create Team Performance Metrics 2
Project Kick-off Meeting: Conduct an initial meeting to introduce the project
team and discuss project objectives, scope, timeline, and expectations with
1.3 stakeholders.
1.3.1 Prepare Kick-off Meeting Agenda 1 1.2.7
1.3.2 Schedule Meeting with Stakeholders and Team 1
1.3.3 Present Project Plan and Objectives 1
1.3.4 Discuss Project Scope and Deliverables 1
1.3.5 Review Timeline and Milestones 1
1.3.6 Address Stakeholder Questions and Concerns 1
1.3.7 Officially Launch Project 1
2 Detailed planning
Requirement Analysis: Conduct stakeholder interviews to gather detailed
requirements for the CRM system, including functional and non-functional
2.1 requirements.
2.1.1 Prepare Interview Questions 2 1.3.7
2.1.2 Schedule Interviews with Stakeholders 3
2.1.3 Conduct Interviews and facilitation workshops 2
2.1.4 Document and Categorize Requirements 1
2.1.5 Prioritize Requirements 2
2.1.6 Validate Requirements with Stakeholders 2
2.1.7 Finalize Requirement Specifications 2
Project Planning: Develop a comprehensive project plan outlining task,
milestones, timeline, resource allocation, and budget for effective project
2.2 execution.
2.2.1 Define Project Scope 4 2.1.7
2.2.2 Develop Work Breakdown Structure (WBS) 5
2.2.3 Create Project Schedule 1
2.2.4 Allocate Resources 1
2.2.5 Estimate Budget 5
2.2.6 Establish Communication Plan 3
2.2.7 Obtain Plan Approval from Stakeholders 2
Risk Management: Identify potential risks associated with the project and
2.3 develop strategies to mitigate them to ensure project success.
2.3.1 Identify Risks through Brainstorming Sessions 3 2.2.7
2.3.2 Analyse Risk Probability and Impact 2
2.3.3 Develop Risk Mitigation Strategies 1
2.3.4 Create a Risk Register 3
2.3.5 Assign Risk Owners 3
2.3.6 Monitor and Review Risks Regularly 2
2.3.7 Update Risk Management Plan as Needed 1
Procurement Planning: Identify external vendors or tools required for project
2.4 execution and develop a procurement plan and schedule for their acquisition.
2.4.1 Determine Procurement Requirements 3 2.3.7
2.4.2 Research Potential Vendors or Suppliers 1
2.4.3 Create a Vendor Evaluation Criteria 2
2.4.4 Issue Requests for Information (RFIs), Proposals (RFPs), or Quotations (RFQs) 2
2.4.5 Evaluate Proposals and Select Vendors 2
2.4.6 Negotiate Contracts 3
2.4.7 Finalize Procurement Agreements 2
3 Project execution
Design Phase: Develop the system architecture, Conduct database design, and
3.1 Design user interface wireframes and mock-ups for the CRM system.
3.1.1 System Architecture Development 2.4.7
3.1.1.1 Define Technical Requirements 4
3.1.1.2 Select System Framework 4
3.1.1.3 Establish High-Level Component Integration 4
3.1.1.4 Create System Flow Diagrams 3
3.1.1.5 Perform Feasibility Analysis 3
3.1.1.6 Architecture Review & Approval 1
3.1.2 Database Design 3.1.1.6
3.1.2.1 Define Data Models 4
3.1.2.2 Identify Key Data Entities 2
3.1.2.3 Map Entity Relationships 2
3.1.2.4 Design Data Storage Solutions 4
3.1.2.5 Optimize Database Performance 5
3.1.2.6 Database Design Review & Approval 3
3.1.3 User Interface Design 3.1.2.6
3.1.3.1 Research User Experience (UX) Best Practices 2
3.1.3.2 Create Wireframes for Key Screens 2
3.1.3.3 Develop Interactive Mock-ups 5
3.1.3.4 Conduct Usability Testing 5
3.1.3.5 Refine UI Based on Feedback 5
3.1.3.6 Finalize UI Design & Approval 4
Development Phase: Set up the development environment, and Implement
backend and frontend functionalities for the CRM system according to the
3.2 design specifications.
3.2.1 Development Environment Setup 3.1.3.6
3.2.1.1 Select and Install Development Tools 6
3.2.1.2 Configure Development Servers 2
3.2.1.3 Establish Version Control Systems 2
3.2.1.4 Define Coding Standards 3
3.2.1.5 Set Up Continuous Integration/Continuous Deployment (CI/CD) Pipelines 5
3.2.2 Backend Functionality Implementation 3.2.1.5
3.2.2.1 Database Schema Design 5
3.2.2.2 API Development 5
3.2.2.3 Authentication and Authorization 5
3.2.2.4 Business Logic Implementation 5
3.2.2.5 Integration with External Services 5
3.2.2.6 Backend Testing (Unit, Integration) 5
3.2.3 Frontend Functionality Implementation 3.2.2.6
3.2.3.1 UI/UX Design Implementation 7
3.2.3.2 Frontend Framework Setup 4
3.2.3.3 Client-Side Scripting 14
3.2.3.4 User Interface Testing 5
3.2.3.5 Accessibility and Responsiveness 5
3.2.3.6 Frontend Performance Optimization 5
Testing and Quality Assurance: Conduct thorough testing, including unit
testing, integration testing, and system testing, to ensure the quality and
3.3 functionality of the CRM system. 3.2.3.6
3.3.1 Unit Testing 3.2.3.6
3.3.1.1 Develop Unit Test Cases 3 3.2.3.6
3.3.1.2 Implement Unit Tests for Individual Components 5
3.3.1.3 Execute Unit Tests 5
3.3.1.4 Analyse Test Results 7
3.3.1.5 Refactor Code as Needed 5
3.3.1.6 Update Test Cases Based on Code Changes 3
3.3.2 Integration Testing 3.3.1.6
3.3.2.1 Plan Integration Testing Strategy 3.3.1.6
3.3.2.2 Prepare Integration Test Environment 4
3.3.2.3 Develop Integration Test Cases 3
3.3.2.4 Execute Integration Tests 3
3.3.2.5 Identify and Document Defects 2
3.3.2.6 Verify Defect Fixes 3
3.3.3 System Testing 3.3.2.6
3.3.3.1 Define System Testing Objectives 3
3.3.3.2 Create System Test Plans 4
3.3.3.3 Conduct End-to-End Testing 3
3.3.3.4 Validate System Performance 3
3.3.3.5 Ensure Compliance with Requirements 2
3.3.3.6 Document Testing Outcomes 3
3.3.4 Quality Assurance
3.3.4.1 Establish Quality Standards 3 3.3.3.6
3.3.4.2 Review Code Quality 4
3.3.4.3 Perform Static Code Analysis 3
3.3.4.4 Conduct Peer Reviews 3
3.3.4.5 Assess Software Security 2
3.3.4.6 Final Quality Assurance Report 3
 Training: Develop training materials and conduct training sessions for Audionic
Car - Electronics’ staff to ensure smooth adoption and usage of the CRM
3.4 system.
3.4.1 Training Material Development 3.3.4.6
3.4.1.1 Identify Training Objectives 3
3.4.1.2 Outline Key CRM Features and Processes 5
3.4.1.3 Create User Manuals and Quick Reference Guides 5
3.4.1.4 Develop Interactive E-Learning Modules 7
3.4.1.5 Prepare Training Videos and Demos 5
3.4.1.6 Review and Revise Training Materials 3
3.4.2 Training Session Planning 3.4.1.6
3.4.2.1 Schedule Training Sessions 4
3.4.2.2 Allocate Trainers and Resources 3
3.4.2.3 Customize Training for Different User Roles 3
3.4.2.4 Set Up Training Environment 2
3.4.2.5 Communicate Training Schedule to Staff 3
3.4.3 Conduct Training Sessions
3.4.3.1 Conduct Hands-On Workshops 5 3.4.2.5
3.4.3.2 Facilitate Classroom Training 3
3.4.3.3 Administer Online Training Webinars 5
3.4.3.4 Provide One-on-One Coaching Sessions 5
3.4.3.5 Gather Feedback from Participants 7
3.4.4 Post-Training Support 3.4.3.5
3.4.4.1 Develop a Help Desk and Support System 4
3.4.4.2 Create a FAQ and Troubleshooting Guide 3
3.4.4.3 Offer Follow-Up Training Sessions 3
3.4.4.4 Monitor CRM System Usage 2
3.4.4.5 Address Post-Training Queries and Concerns 2
Data Migration: Plan and execute the migration of data from existing systems
3.5 to the new CRM platform, ensuring data integrity and accuracy post-migration. 3.4.4.5
3.5.1 Data Migration Planning
3.5.1.1 Assess Current Data Architecture 5
3.5.1.2 Identify Data Migration Scope 3
3.5.1.3 Develop Data Mapping Specifications 5
3.5.1.4 Create a Data Migration Plan 5
3.5.1.5 Define Data Quality Standards 4
3.5.1.6 Plan for Data Backup and Rollback Procedures 4
3.5.2 Data Preparation 3.5.1.6
3.5.2.1 Perform Data Cleaning 5
3.5.2.2 Standardize Data Formats 3
3.5.2.3 De-duplicate Data Records 5
3.5.2.4 Validate Data Consistency 5
3.5.2.5 Encrypt Sensitive Data 4
3.5.2.6 Prepare Final Data Sets for Migration 4
3.5.3 Data Migration Execution
3.5.3.1 Configure Data Migration Tools 5
3.5.3.2 Execute Dry Runs 3
3.5.3.3 Migrate Data to the New CRM System 5
3.5.3.4 Monitor Data Migration Process 5
3.5.3.5 Resolve Any Migration Issues 4
3.5.3.6 Confirm Data Integrity Post-Migration 4
3.5.4 Data Validation and Reconciliation 3.5.3.6
3.5.4.1 Conduct Post-Migration Data Audits 5
3.5.4.2 Reconcile Data with Source Systems 3
3.5.4.3 Verify Data Accuracy and Completeness 5
3.5.4.4 Address Data Discrepancies 5
3.5.4.5 Obtain Stakeholder Validation 4
3.5.4.6 Finalize Data Migration Documentation 4
3.5.5 Transition and Handover
3.5.5.1 Update System Documentation 5
3.5.5.2 Train Staff on New Data Structures 3
3.5.5.3 Transition to Regular Operations 5
3.5.5.4 Provide Post-Migration Support 5
3.5.5.5 Conduct Final Review with Stakeholders 4
3.5.5.6 Officially Close Data Migration Phase 4
4 Monitoring and controlling
Progress Monitoring: Track project progress against the project plan, monitor
budget, schedule, and resource utilization to ensure project milestones are
4.1 met. 3.5.5.6
4.1.1 Develop Progress Tracking Tools 5
4.1.2 Set Up Project Milestone Checkpoints 3
4.1.3 Conduct Regular Status Meetings 5
4.1.4 Update Project Schedules 5
4.1.5 Monitor Budget Expenditures 4
4.1.6 Track Resource Allocation and Utilization 4
4.1.7 Generate Progress Reports 3
4.1.8 Review and Adjust Project Plans as Needed 2
Change Management: Manage change requests and assess their impact on
project scope, schedule, and budget, implementing approved changes as
4.2 necessary. 4.1.8
4.2.1 Establish a Change Control Board (CCB) 2
4.2.2 Define Change Request (CR) Procedures 2
4.2.3 Log and Track Change Requests 2
4.2.4 Assess Impact of Changes on Project 2
4.2.5 Approve or Reject Change Requests 2
4.2.6 Communicate Change Decisions to Stakeholders 2
4.2.7 Implement Approved Changes 2
4.2.8 Update Project Documentation to Reflect Changes 3
Issue Resolution: Identify and address any issues or roadblocks encountered
during project execution, escalating unresolved issues to project stakeholders
4.3 as needed. 4.2.8
4.3.1 Identify Potential Risks and Issues 2
4.3.2 Create an Issue Log 2
4.3.3 Assign Issue Ownership 2
4.3.4 Develop Issue Resolution Plans 2
4.3.5 Execute Resolution Strategies 2
4.3.6 Monitor Issue Resolution Progress 2
4.3.7 Escalate Unresolved Issues to Higher Management 2
4.3.8 Document Resolved Issues and Lessons Learned 3
5 Closing 4.3.8
Finalization of Deliverables: Ensure all project deliverables meet quality
5.1 standards and obtain sign-off from stakeholders on project deliverables.
5.1.1 Review Deliverables Against Quality Standards 2
5.1.1 Conduct Internal Quality Assurance Testing 2
5.1.2 Make Necessary Revisions to Deliverables 2
5.1.3 Compile Final Project Documentation 3
5.1.4 Obtain Stakeholder Feedback on Deliverables 2
5.1.5 Secure Formal Sign-off from Stakeholders 2
5.1.6 Archive Project Documents 4
Project Review and Documentation: Conduct a project review meeting to
assess project success and lessons learned, documenting achievements,
5.2 challenges, and recommendations for future projects. 5.1.6
5.2.1 Schedule and Plan Project Review Meeting 2
5.2.2 Collect Data on Project Performance Metrics 3
5.2.3 Analyse Project Successes and Shortcomings 1
5.2.4 Document Lessons Learned 2
5.2.5 Prepare a Final Project Report 5
5.2.6 Share Findings with Project Team and Management 3
5.2.7 Recommend Improvements for Future Projects 1
Handover: Hand over all project deliverables, documentation, and knowledge
to Audionic Car - Electronics, providing training and support for ongoing
5.3 maintenance and operations of the CRM system. 5.2.7
5.3.1 Prepare Handover Checklist 2
5.3.2 Organize Training Sessions for System Users 3
5.3.3 Transfer All Relevant Documentation 1
5.3.4 Hand Over System Access and Control 2
5.3.5 Provide Support During Transition Period 5
5.3.6 Address Any Post-Handover Queries 3
5.3.7 Finalize Handover and Obtain Confirmation 1