THE WALLACE E. CARROLL SCHOOL OF MANAGEMENT
MD240: Management Information Systems
Spring 2002
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Technology Evaluation Project: Team Case Study Simulation on Customer Relationship Management
This semester, the technology evaluation project will involve a case study simulation led by staff from Deloitte Consulting (DC) here in Boston. Students will form teams of five individuals, and each team will serve as MIS consultants to a made-up corporation. This case experience will be based on a case study of a real consulting experience involving choices surrounding the implementation of a Customer Relationship Management (CRM) system.
The timeline for this project will be as follows:
Friday, February 22 (3:00-4:15, Fulton 117): Staff members from DC will attend class to introduce themselves, and will present a presentation on what MIS consulting involves, what their backgrounds are, what their jobs are like, and what different personnel roles are available in MIS consulting.
Friday, March 22 (3:00-4:45, Fulton 117): Staff members from DC will attend class and will present a presentation on what CRM is, how it affects sales force management and customer service, the various technologies involved, and so forth. They may demonstrate a few of the software packages that are used today. They will then present the Case Study that each of your MIS consulting teams will be asked to present a solution for. They will describe the client's problem, present each team with materials about the client problem, provide each team with access to an eRoom for project management of your engagement (tentatively), and outline the expected deliverables at the end of the consulting engagement.
From March 22-April 25: Each team will work on providing a solution to the client. Each team will have access to a DC staff person who will serve as a "Managing Partner" to help guide your team toward an appropriate solution and to make sure you don't end up way off track. Each team will have access to a DC staff person who will serve as a "Client Company Manager" who can provide you with answers to any questions that may arise. These contacts with DC staff will probably require one telephone conference call involving your whole team, and perhaps other contacts between the MD240 team project manager and the two DC staff members.
Each MD240 team will probably want to figure out what sort of roles each person will want to take for solving the case. One person should definitely be chosen to be a Project Manager who can drive the project forward. Other roles may include: Technology Guru, Process Modeler, and other roles (these will be described by our DC presenters on March 22).
Friday, April 26 (1:00-6:00): All teams from MD240 will take a bus downtown to the offices of DC to present the teams' case solutions in the DC boardroom. Each team will present their solution to a judging panel of DC managers who will evaluate the team presentations, choose the best solution, and present what was actually done as a wrap-up to the experience. Each team will need to be prepared to present a 10 minute overhead presentation of their suggested solution to the case. Each team will probably need to choose two persons from the team to present their results, in order to meet the 10 minute presentation time limit.
After the presentations are finished and a winning team has been chosen, there may be a short social period during which you will get to further meet and get to know the DC staff who have been involved in this case simulation experience.