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>> Needs Assessment
Needs Assessment is an important way for both the
client and First Direct to learn what the critical
success factors are to the client. This step in
the overall project helps to ensure that the expectations
will be in sync with outcomes. Needs assessment
is a means by which both First Direct and the client
can begin to anticipate and plan for the technical,
human, time and financial resources that are going
to be required in a successful implementation.
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Methodology Guide (Pdf)
The following are the main areas for investigation during
the Needs Assessment phase:
- General Fit – What are the general goals
and priorities of the company and will technology
help to achieve them?
- Goals and Objectives – What specifically
does the company expect to accomplish via an CRM/Help
Desk solution?
- Organizational Fit – What level of support
and resistance is there for the project? Is the commitment
to the project coming from the top of the organization?
- Current Marketing Methodology/Process – What
are the current things the company is doing that need
to be mapped into the solution?
- Specific Requirements – Greater detail
regarding the company specific needs.
- Training Needs – What are the current
computer skill levels of end-users and the future
system administrator? What logistical issues regarding
training are relevant?
- Project – Is there an individual(s) who
is championing the project?
- Time Frame and Budget – Are the financial
and time resources realistic?
- Ongoing Support - What human resources are
being dedicated to the planning, implementation and
maintenance of the technology?
- Next Actions – List of next actions and
gain consensus on who, what and when those next actions
are going to be followed up.
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