Objectives Of Petries Electronics To Improve Its Marketing

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Objectives Petrie's Electronics needs to improve its marketing and customer retention by increasing customer loyalty. The marketing department is in need of a Customer Relationship Management (CRM) system. Upper management has selected No Customer Escapes as the top Information Technology project this year. In Week 6, we completed planning and selection, analysis, and design and are now ready to select an implementation method and prepare for operational use and maintenance of the system by completing all activities of the final phase of the system development life cycle (SDLC). To implement our CRM system, we will need to document the system, train users, code and test the system, plan for operational support, and maintain the system.

Project closeout involves bringing the project to an end, conducting post-project reviews, closing customer contracts, and finalizing documentation and financials. Activities include assessing team members, handling personnel issues, notifying interested parties, and celebrating team accomplishments. Post-project reviews aim to evaluate the strengths and weaknesses of the deliverables and processes used. Closing the customer contract ensures all contractual obligations are met. Petrie’s Electronics Project Closeout Report should include an introduction, description of final system acceptance criteria, resource allocation, maintenance challenges, cost reduction strategies for various maintenance types, preventive maintenance scheduling, measures of maintenance effectiveness, process for controlling maintenance requests and configuration management, lessons learned, and a conclusion with APA references.

Additionally, Petrie Electronics implemented its CRM system, No Customer Escapes. When a change request arises, the Project Manager reviews it and determines that an alternative development method using object-oriented analysis and design is necessary, especially since Use Cases were not originally created. The team is tasked with creating a Use-Case Diagram illustrating the four processes identified in the system, using UML notation, to support the change analysis and system enhancement efforts.

Paper For Above instruction

In today’s competitive retail environment, customer relationship management (CRM) systems have become essential tools for organizations like Petrie’s Electronics aiming to enhance marketing strategies and customer retention. The deployment and continuous improvement of such systems require meticulous planning, effective implementation, and comprehensive post-deployment activities. This paper discusses the crucial phases involved in the final stages of the system development life cycle (SDLC), the importance of proper system closing procedures, and the application of object-oriented analysis methods, particularly Use Cases, to accommodate change management processes.

Final System Implementation and Closure

The successful deployment of a CRM system like No Customer Escapes necessitates thorough documentation, rigorous user training, and extensive testing to ensure functional integrity and user acceptance. Documentation serves as a reference guide for system administrators and end-users, facilitating effective operation and troubleshooting. Training programs enhance user proficiency, thereby increasing system utilization and fostering customer loyalty. Testing ensures the system performs as intended within the organizational context, preventing costly failures post-deployment.

Once the system is operational, organization-specific support must be planned. Maintenance activities, whether preventive, corrective, or adaptive, are vital for sustaining system performance. Preventive maintenance involves scheduled updates, backups, and performance tuning, which reduce the likelihood of unexpected downtime. Corrective maintenance addresses specific issues reported by users or detected through system monitoring, while adaptive maintenance involves modifications to respond to changing business needs or technology environments.

The final phase of SDLC encompasses activities like conducting post-project reviews, which provide insights into lessons learned, project management effectiveness, and areas for process improvement. For instance, Petrie’s Electronics should assess whether the personnel involved possessed the right expertise and if the allocated resources were sufficient. Such evaluations can inform future projects and improve resource planning and risk management strategies. Additionally, reviewing the effectiveness of maintenance can highlight potential areas to enhance system robustness and reduce operational costs.

Challenges in Maintenance and Cost Reduction Strategies

Maintenance challenges stem from issues such as system complexity, inadequate documentation, and evolving organizational requirements. For Petrie’s Electronics, addressing these challenges involves establishing clear procedures for change management, including detailed records of requests and resolutions. This documentation supports configuration management, ensuring changes are systematically tracked and implemented without disrupting system stability. Control processes should enable efficient handling of maintenance requests, prioritizing critical issues to minimize operational impact.

Cost management during maintenance is critical. Strategies such as automating routine tasks, leveraging remote diagnostics, and employing preventive measures can significantly lower maintenance expenses. Regular training for support staff and maintaining comprehensive documentation further reduce troubleshooting times and prevent unnecessary rework. When planning preventive tasks, scheduling updates during low-traffic periods minimizes disruptions and ensures continuous system availability.

Object-Oriented Analysis and Use Case Development

When system modifications are proposed, particularly through change requests in an already implemented CRM, it’s often necessary to revisit the initial system analysis and design. Object-oriented analysis and design (OOAD) provide a robust framework for managing these changes, employing techniques like UML Use-Case diagrams to clearly define system functionalities and interactions.

Use Cases serve as essential tools for capturing system requirements from an end-user perspective. They document system interactions, detailing actors (users or other systems), user goals, and the steps needed to achieve those goals. For example, in Petrie’s CRM system, the identified processes could include customer data entry, service request submission, complaint handling, and reporting. By creating a Use-Case Diagram illustrating these processes, the development team gains a visual and functional understanding of the system’s capabilities.

The diagram facilitates communication among stakeholders, helps identify potential gaps, and guides subsequent design activities. Since Use Cases were not initially created during the original system development, their creation now supports effective change management, aligning system functionalities with evolving organizational needs. This process also promotes reusability and maintainability, essential qualities for long-term system success.

Conclusion

The implementation and ongoing management of a CRM system like No Customer Escapes demand disciplined project closure activities, strategic maintenance planning, and adaptive analysis methods. Proper documentation, resource assessment, and lessons learned ensure continuous improvement. Employing object-oriented analysis techniques such as Use Cases enhances the organization’s capacity to handle change requests efficiently, supporting system agility and resilience. Ultimately, a well-managed CRM system can significantly boost customer loyalty, strengthen marketing efforts, and provide a competitive advantage in the retail sector.

References

• Booch, G. (2006). Object-Oriented Analysis and Design with Applications. Addison-Wesley.
• Jacobson, I., Christerson, M., Jonsson, P., & Overgaard, G. (2012). Object-Oriented Software Engineering: A Use Case Driven Approach. ACM Press.
• Pressman, R. S. (2014). Software Engineering: A Practitioner’s Approach. McGraw-Hill Education.
• Schmidt, D. C. (2006). The State of the Art in Software Architecture. IEEE Software, 23(5), 25-32.
• Jacobson, I. (1992). Object-Oriented Software Engineering: A Use Case Driven Approach. Addison-Wesley Longman Publishing Co., Inc.
• Shlaer, S., & Mellor, S. (1991). Object Lifecycles: Modeling the World's Business Processes. Yourdon Press.
• Ambler, S. (2003). The Elements of UML 2.0 Style. Step One Press.
• Kroenke, D. M., & Boyle, R. J. (2014). Using MIS. Pearson.
• ISO/IEC 25010:2011. Systems and Software Quality Requirements and Evaluation (SQuaRE) — System and Software Quality Models.
• Leffingwell, D., & Widrig, D. (2003). Managing Software Requirements: A Use Case Approach. Addison-Wesley.