See attachment to answer the following questions.
- 1.?Marketing?Vice???????President?Roger?Smith?angrily?states:??I?am?the?customer?.?As?such,?he???????expected?the?contractor?to?follow?his?request.?What?are?the?merits?of?Mr.???????Smith?s?assertion??To?what?extent?is?the?contractor?obliged?to?do?what?the customer?orders??
- 2. How should Francis handle the unexpected request from Roger Smith?
- 3.?How?can?effective change?control?procedures?help?Steve?and?Francis?deal?appropriately?with this?situation?
- 4.?If?Francis?accedes?to the?request?of?Roger?Smith,?what?would?be?the?possible?consequences?
XYZ Company?s Customer Relations Management (CRM) Project
Six months ago, the Executive Committee of XYZ Company made a decision to
install a Customer Relations Management (CRM) system to streamline its
operations. Specifically, XYZ expected that the CRM project would enable it to
integrate its order fulfilling and sales and marketing processes that had always
operated as separate functional units. As a result, communication between these
units has regrettably been minimal. For example, the order-fulfilling unit did not
have any information about the customers whose orders they fulfilled. Similarly,
the sales and marketing unit could not answer customer inquiries about the
status of their orders because they did not have the information from the order
fulfilling people. The Executive Committee assigned responsibility for the project
to the IT department, which in turn appointed Steve McMahon as the focal
person for the project. The Executive Committee also decided that the project
should be outsourced to an outside contractor with a good track record in
implementing CRM solutions.
Steve developed the initial requirements for the project. He then called a focus
group meeting to review the requirements statement he had developed. The
group consisted of middle managers from marketing and sales, IT, operations,
finance and engineering. The meeting improved upon Steve?s requirements
statement and developed the business requirements for the project from it. The
focus group later became the project?s steering committee. A Statement of Work
(SOW) and then a Request for Proposal (RFP) were developed based upon the
business requirements. At the end of the solicitation process, Computer Software
Solution, Inc. won the contract, and started implementation of the project as
defined by the SOW.
Two months later, Steve was sitting in his office reviewing the latest status
reports on the project the contractor had submitted. He was satisfied with the
project?s performance so far. At that moment, Roger Smith, the Vice President
(V.P) for marketing and sales phoned Steve and asked for a briefing on the
project. At the end of the briefing, the V.P told Steve that he was distressed about
the suitability of the final product. He protested that there was by far too much
emphasis on order fulfillment instead of customer profiling. He bluntly told Steve
?the product, as you have described it, would not be an effective market research
tool as I expected it to be?. 1 He then hung up. Moments later, he was on the phone again, but this time with
Francis Gray, the contractor?s project manager. Roger told Francis that what he
expected to see at the end of the project was a product that would enable his unit
to undertake effective market research. He therefore specifically gave Francis the
go ahead to make changes in the product?s features to include customer profiling
that would enable him to achieve his goals. Francis politely told Roger that the
prototype of the product was 40% completed and that his request would require a
major redesign of the product. This would extend the project by another two
months and would result in budgetary overruns. Francis also told Roger that
before he (that is, Francis) could make any design changes, he needed to
consult with Steve and other members of the project?s steering committee. This
was more than Roger could take and he quickly shot back: ?I am the customer. I
demand that the product include the customer profiling features, period?.
When Steve learned of Roger?s demands on the contractor, he grew confused.
He didn?t know what to do.
1. Marketing Vice President Roger Smith angrily states: ?I am the customer?.
As such, he expected the contractor to follow his request. What are the
merits of Mr. Smith?s assertion? To what extent is the contractor obliged to
do what the customer orders?
2. How should Francis handle the unexpected request from Roger Smith?
3. How can effective change control procedures help Steve and Francis deal
appropriately with this situation?
4. If Francis accedes to the request of Roger Smith, what would be the
possible consequences? 2
This question was answered on: Sep 18, 2020
Buy this answer for only: $15
This attachment is locked
We have a ready expert answer for this paper which you can use for in-depth understanding, research editing or paraphrasing. You can buy it or order for a fresh, original and plagiarism-free copy from our tutoring website www.aceyourhomework.com (Deadline assured. Flexible pricing. TurnItIn Report provided)
Pay using PayPal (No PayPal account Required) or your credit card . All your purchases are securely protected by .
About this QuestionSTATUS
Sep 18, 2020EXPERT
GET INSTANT HELP/h4>
We have top-notch tutors who can do your essay/homework for you at a reasonable cost and then you can simply use that essay as a template to build your own arguments.
You can also use these solutions:
- As a reference for in-depth understanding of the subject.
- As a source of ideas / reasoning for your own research (if properly referenced)
- For editing and paraphrasing (check your institution's definition of plagiarism and recommended paraphrase).
NEW ASSIGNMENT HELP?
Order New Solution. Quick Turnaround
Click on the button below in order to Order for a New, Original and High-Quality Essay Solutions. New orders are original solutions and precise to your writing instruction requirements. Place a New Order using the button below.
WE GUARANTEE, THAT YOUR PAPER WILL BE WRITTEN FROM SCRATCH AND WITHIN YOUR SET DEADLINE.