Running head: WRITING A BUSINESS CASE FOR A SCRUM PROJECT 1 WRITING A BUSINESS CARE FOR A SCRUM PROJECT 7 Writing a Business Case for a SCRUM Project Chioma Nnama ISM643: Leadership in Business Systems Development Donald McKay December 15, 2019 Writing a Business Case for a Scrum Project Business Milestones The first month of the project will involve the analysis of requirements. The development of the project requirements will include both the design requirements, functional, and non-functional requirements. All stakeholders will be invited to provide their views on the design considerations during the needs assessment phase of the project life cycle. In the second month, the system analysis and design will be undertaken. During design and analysis, all the recommended items and ideas that were discussed by stakeholders will be taken into consideration with the purpose of developing a prototype. Moreover, a consideration of the functional and non-functional requirements of the project will be undertaken. The needs of all end-users will be analyzed and incorporated into the final design. Moreover, all the necessary specifications will be identified in details in order to examine the features and operations that will effectively meet the functional requirements of the proposed CRM system. Finally, the third month will entail implementation, repair, and maintenance of the project. As part of the implementation process, a training and development program will be launched with the purpose of familiarizing end-users with how the system operates to support all their needs. An organizational change management program will be implemented as part of efforts to introduce employees into the new culture and system of operation. The operations and maintenance exercise will be actualized when the end users will fine-tune the system, identify inefficiencies, and address them in accordance with their needs. Root Cause Analysis of the Business Problem The organization has been facing various problems that require an urgent intervention. For instance, customers have been complaining of long lines that take a while for the organization to clear before they are served. In addition, the company has come under sharp criticism for failure to pick calls or address the orders of customers who are located in remote parts of the country. Members of the public have also raised concerns that customer’s queries are never addressed in most cases, and when they do respond, they take days or weeks (Rahimi, 2017). As a result, the organization has been falling out with some of its most loyal consumer groups, who have played a role in improving its sales volume. In the last five months, the company’s sales volume has declined significantly owing to reduction in customer confidence. In light of the above, it is important to implement CRM technological systems in order to regain the lost customer trust and confidence. By implementing the CRM project, the organi.

1. Running head: WRITING A BUSINESS CASE FOR A SCRUM
PROJECT 1
WRITING A BUSINESS CARE FOR A SCRUM PROJECT 7
Writing a Business Case for a SCRUM Project
Chioma Nnama
ISM643: Leadership in Business Systems Development
Donald McKay
December 15, 2019
Writing a Business Case for a Scrum Project
Business Milestones
The first month of the project will involve the analysis of
requirements. The development of the project requirements will
include both the design requirements, functional, and non-
functional requirements. All stakeholders will be invited to
provide their views on the design considerations during the
needs assessment phase of the project life cycle. In the second
month, the system analysis and design will be undertaken.
During design and analysis, all the recommended items and
ideas that were discussed by stakeholders will be taken into
consideration with the purpose of developing a prototype.
Moreover, a consideration of the functional and non-functional
requirements of the project will be undertaken. The needs of all
end-users will be analyzed and incorporated into the final
design. Moreover, all the necessary specifications will be

2. identified in details in order to examine the features and
operations that will effectively meet the functional requirements
of the proposed CRM system. Finally, the third month will
entail implementation, repair, and maintenance of the project.
As part of the implementation process, a training and
development program will be launched with the purpose of
familiarizing end-users with how the system operates to support
all their needs. An organizational change management program
will be implemented as part of efforts to introduce employees
into the new culture and system of operation. The operations
and maintenance exercise will be actualized when the end users
will fine-tune the system, identify inefficiencies, and address
them in accordance with their needs.
Root Cause Analysis of the Business Problem
The organization has been facing various problems that
require an urgent intervention. For instance, customers have
been complaining of long lines that take a while for the
organization to clear before they are served. In addition, the
company has come under sharp criticism for failure to pick calls
or address the orders of customers who are located in remote
parts of the country. Members of the public have also raised
concerns that customer’s queries are never addressed in most
cases, and when they do respond, they take days or weeks
(Rahimi, 2017). As a result, the organization has been falling
out with some of its most loyal consumer groups, who have
played a role in improving its sales volume. In the last five
months, the company’s sales volume has declined significantly
owing to reduction in customer confidence. In light of the
above, it is important to implement CRM technological systems
in order to regain the lost customer trust and confidence. By
implementing the CRM project, the organization will succeed in
its effort to attract and retain both customers and talented
employees who operate in the customer care department.
Reason for Solving Business Problems

3. The business problem should be solved so that the
company can gain sustainable competitive advantage. The CRM
project plays a critical role in attracting and retaining
customers, who are the most important stakeholder groups.
Business organizations seek to establish a high international
presence. As such, corporations currently compete on a global
market. This makes it impossible to avert the free transfer of
goods with the support of protection laws and different
obstacles and regulations (González-Benito, Venturini &
González-Benito, 2017). Consumers have a wide choice,
because they are increasingly becoming more aware, sensitive,
demanding, and searching for new and better products. The
proliferation of internet technologies has made customers to be
more conscious of the buying decisions that they make on a
regular basis. As a consequence, technological tools such as
customer relationship management technologies and systems to
promote customer loyalty and boost an organization’s
sustainable competitive advantage and brand image.
Scope of the Project
The objective of determining the project scope is to
establish an agreement between project team members and
stakeholders on the desired expectations of successful CRM
solutions. One of the leading problems that the CRM project
may encounter is to discover early in the planning and design
phase that there is unclear or poorly designed project scope. As
such, there are various areas of the project that will form part of
the CRM project scope (Garrido-Moreno & Padilla-Meléndez,
2011). For instance, project team members will be focused on
key areas that improve customer experience and satisfaction.
Examples of such activities will include: designing the
organization’s website, subscribing the firm to leading social
media platforms, providing customer chatting and querying
systems, and installing security control mechanisms for the
project. As part of the implementation process, the project team
members will identify the key functional areas that should be
incorporated into the CRM, and the non-functional

4. requirements.
Risks Associated with the Project
Requirements risks are the potential for losses owing to
the project’s requirements themselves or the management
process. There are various risks that are associated with
fulfilling the aforementioned requirements. For instance, the
project may have conflicting requirements that may derail the
process of implementing the entire system. A case in point is
access to the system, which may be authorized only to people in
the customer care department while the user interface may allow
all employees to enter their hours through activity codes.
Project Planning (Cost and Schedule)
Item
Costs
1
Needs Assessment
5000
2
Hiring of project personnel
30000
3
Purchase of hardware
50000
4
Purchase of software tools
50000
5
Training of employees to operate the system
30000
6
Repair, testing, and maintenance
50000

5. Total
$215,000
References
Garrido-Moreno, A., & Padilla-Meléndez, A. (2011). Analyzing
the impact of knowledge
management on CRM success: The mediating effects of
organizational
factors. International Journal of Information
Management, 31(5), 437-444.
González-Benito, Ó., Venturini, W. T., & González-Benito, J.
(2017). CRM technology:
implementation project and consulting services as determinants
of success. International
Journal of Information Technology & Decision Making, 16(02),
421-441.
Rahimi, R. (2017). Customer relationship management (people,
process and technology) and
organizational culture in hotels: Which traits
matter?. International Journal of
Contemporary Hospitality Management, 29(5), 1380-1402.
Case Study: Marisa
Name: Marisa
Demographics

6. Marisa is an 11-year-old Hispanic-American female. Marisa is
in the 7th grade at a local school. She lives with her biological
mother and her stepfather. Marisa has three siblings: one
brother and two sisters. Marisa is the oldest child. Marisa’s
biological father is inconsistently in her life, and visits with her
a couple of times a year. He lives in the same city as Marisa,
but doesn’t seem to hold a job long enough for her mother to
collect child support. Marisa is the only child from her mother’s
first marriage; her siblings were born during her mother’s
current marriage.
Treatment History
Marisa has been to therapy “a couple of times” when she was 6
years old. Marisa’s mother reports that she (mother) has always
had difficulty “managing Marisa’s behavior.”
Current Treatment
Marisa reports that she visits her school counselor sometimes.
Current Medical
N/A
Current Disposition
Marisa’s mother has brought Marisa into your office seeking
counseling for oppositional behavior. Marisa’s mother reports
“Marisa is so disrespectful; she talks back, yells at me, and just
won’t do what she is told.” While you are talking with Marisa
and her mother they describe a recent argument. Marisa reports
that her mother “slapped me” during the argument. Marisa’s
mother reports, “She hit me; I had to do something.” As you tell
Marisa and her mother that you are a mandatory reporter and

7. start describing what that means, Marisa’s mother gets upset
and leaves the office, taking Marisa with her.
Notes
Due to the intake paperwork, you have the family’s address and
demographic information.
© 2014. Grand Canyon University. All Rights Reserved.
PCN-545 Treatment Plan Template
Directions: Complete the treatment plan template for the case
study of Marisa. An example has been provided for you. Once
the table is completed, address the questions listed below the
table. Your response to each question should be 100-125 words.
You must cite the specific legal standards of the state in which
you plan to practice when answering the questions.
Example:
Date
Problem Statement
Goal
Objective
Length of Service
Goal Date
When was this goal created?
In the clients own words :
“I want to worry less”
In clinical words, what will it look like by the end of treatment?
Relate back to the problem statement.
Client will reduce worry from daily to weekly

8. What methods of treatment and frequency will you use to
achieve treatment goals?
Weekly talk therapy meetings. Weekly DBT
How long will treatment be?
Client will attend individual therapy for 8 weeks; client will
attend group therapy for 13
When will this particular goal be achieved?
Client reduce worry from daily to weekly by 3/15/17
Client Name: <Enter Client name>
Date
Problem Statement
Goal
Objective
Length of Service
Goal Date

9. Client Signature and Date
Counselor Signature and Date
1. At what point will you report Marisa's situation to the state?
(use the state in which you plan to practice)
2. If you were to report the situation, where would you report it
(e.g., agency/organization)? Why?
© 2014. Grand Canyon University. All Rights Reserved.
© 2014. Grand Canyon University. All Rights Reserved.
Rubic_Print_FormatCourse CodeClass CodeAssignment
TitleTotal PointsPCN-545PCN-545-O500PCN-545 Child Abuse

10. Treatment Case Study (Obj. 8.1, 8.2 and
8.3)125.0CriteriaPercentageUnsatisfactory (0.00%)Less Than
Satisfactory (74.00%)Satisfactory (79.00%)Good
(87.00%)Excellent (100.00%)CommentsPoints
EarnedContent100.0%Treatment Plan Table40.0%Worksheet
omits or incompletely describes the date, problem statement,
goal, objective, length of service, and goal date in the treatment
plan table based on the information for Marisa in the case
study.Worksheet does not demonstrate understanding of the
topic.Worksheet inadequately describes the date, problem
statement, goal, objective, length of service, and goal date in
the treatment plan table based on the information for Marisa in
the case study. Worksheet demonstrates a poor understanding of
the topic.Worksheet adequately describes the date, problem
statement, goal, objective, length of service, and goal date in
the treatment plan table based on the information for Marisa in
the case study. Worksheet demonstrates a basic understanding
of the topic.Worksheet clearly describes the date, problem
statement, goal, objective, length of service, and goal date in
the treatment plan table based on the information for Marisa in
the case study. Worksheet demonstrates an understanding that
extends beyond the surface of the topic.Worksheet expertly
describes the date, problem statement, goal, objective, length of
service, and goal date in the treatment plan table based on the
information for Marisa in the case study. Worksheet
demonstrates an exceptional understanding of the topic.Short
Answer Questions40.0%Worksheet omits or incompletely
describes at what point you would report Marisa's situation to
the state and if you were to report the situation, where would
you report it and why.Worksheet does not demonstrate
understanding of the topic.Worksheet inadequately describes at
what point you would report Marisa's situation to the state and
if you were to report the situation, where would you report it
and why, but description is weak and missing evidence to
support claims. Worksheet demonstrates a poor understanding
of the topic.Worksheet adequately describes at what point you

11. would report Marisa's situation to the state and if you were to
report the situation, where would you report it and why, but
description is limited and lacks some evidence to support
claims. Worksheet demonstrates a basic understanding of the
topic.Worksheet clearly describes at what point you would
report Marisa's situation to the state and if you were to report
the situation, where would you report it and why, and
description is strong with sound analysis and some evidence to
support claims. Worksheet demonstrates an understanding that
extends beyond the surface of the topic.Worksheet expertly
describes at what point you would report Marisa's situation to
the state and if you were to report the situation, where would
you report it and why, and description is comprehensive and
insightful with relevant evidence to support claims. Worksheet
demonstrates an exceptional understanding of the
topic.Worksheet Format (use of appropriate style for the major
and assignment)10.0%Template is not used appropriately, or
documentation format is rarely followed correctly.Appropriate
template is used, but some elements are missing or mistaken. A
lack of control with formatting is apparent.Appropriate template
is used. Formatting is correct, although some minor errors may
be present.Appropriate template is fully used. There are
virtually no errors in formatting style.All format elements are
correct.Mechanics of Writing (includes spelling, punctuation,
grammar, and language use)10.0%Surface errors are pervasive
enough that they impede communication of meaning.
Inappropriate word choice or sentence construction is
employed.Frequent and repetitive mechanical errors distract the
reader. Inconsistencies in language choice (register) or word
choice are present. Sentence structure is correct but not
varied.Some mechanical errors or typos are present, but they are
not overly distracting to the reader. Correct and varied sentence
structure and audience-appropriate language are employed.Prose
is largely free of mechanical errors, although a few may be
present. The writer uses a variety of effective sentence
structures and figures of speech.The writer is clearly in

12. command of standard, written, academic English.Total
Weightage100%
Initial Set UpInitial Set UpID NumberFeature/Backlog
ItemPriority1Student Records1.1Student Add11.2Student
Modify61.3Student Delete112Course Records2.1Course
Add22.2Course Modify72.3Course Delete123Class
Records3.1Class Add33.2Class Modify83.3Class
Delete134Registration4.1Registration Add44.2Registration
Drop95Mobile Access5.1Mobile Add55.2Mobile
Delete10Notes1. Save a new MS Excel file 2. In Cells A1, B1,
and C1 set up titles3. Indicate the features with ID numbers 1,
2, 3, 4, and 54. Insert enough rows for the backlog items or
user stories under each feature.5. Under each feature insert the
backlog items and assign an ID number that ties it to the
feature.For example student add would be ID 1.1, Student
Modify would be 1.2, and Student delete would be 1.3.6. Set
priorities for each backlog item. I arbitrarily set the priorities
shown above.Sort Backlog Items by PrirotyID
NumberFeature/Backlog ItemPriority1.1Student Add12.1Course
Add23.1Class Add34.1Registration Add45.1Mobile
Add51.2Student Modify62.2Course Modify73.2Class
Modify84.2Registration Drop95.2Mobile Delete101.3Student
Delete112.3Course Delete123.3Class Delete131Student
Records2Course Records3Class Records4Registration5Mobile
AccessNotes:1Go to tab data2Within tab data go to sort3Cover
all cells with data in themYou should see gray area. Note this
may happen automatically if you go to step 4 first.4Click on
sort5Select 'sort by' priority6The result is that all of the backlog
items are now shown in priority order.Note 2:You can also
resort by feature by sorting again but this time select 'sort by'