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.