1)   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.

1. In Week 6, we have 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 of the activities of the final phase of the system development life cycle (SDLC).

1. In order 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.

1. Project closedown brings the project to an end. A project can have a natural or unnatural termination. When a project terminates, several activities are performed including: (1) closing down the project; (2) conducting post-project reviews; and (3) closing the customer contract. When closing down the project, the project manager may assess each team member, provide career advice to team members, handle negative personnel issues, notify all interested parties that the project is completed, finalize documentation and financial records, and celebrate the accomplishments of the team. When conducting post-project reviews, the objective is to determine the strengths and weaknesses of project deliverables, the processes used to create them, and the project management process. Closing the customer contract ensures that all contractual terms have been met.

2)   Objectives

Petrie Electronics implemented its Customer Relationship Management (CRM) system, No Customer Escapes last week. But like any system, the Change Management team receives a request for a change to the system. The Project Manager reviews the change request, and realizes an alternative development method is needed to analyze and design the changes to the system. An object oriented method must be selected, but it seems Use Cases were not created when the system was first developed. The Project Manager knows the benefits of Use Cases and assigns our team to create one using Unified Modeling Language (UML) notation.

1. In Week 7, we learn some alternative system development life cycle (SDLC) methods, object-oriented analysis and design, and agile methods.

1. In order to implement our CRM system, we will need to create a Use-Case Diagram illustrating the four processes the CRM system identified on page 187 of our book.

Create a Use Case for the CRM system.