Risk Management Study In Fujian Unicom Branch CRM Project

As the reformation of the telecommunication industry goes further, the competition is improved. Under this condition, Fujian Unicom has to change the strategy to improving the customer satisfaction. Taking advantage of information technology is a way for Fujian Unicom to improve the customer relation management. CRM as a system which takes advantage of the information technology, is not only the informationization of the customer information system, but also reengineering the business process. The project team consist not only employees from Fujian Unicom, but also professional consultants. The characters of CRM project bring new challenges for project risk management. Facing these new challenges, Fujian Uincom' previous project management experience is not suitable. It is necessary for Fujian Unicom to identify and assess the CRM project risks.Under the analysis of the environment, Delphi Method is performed to identify the project risks. The result shows that the CRM project's main risks consist: human resource management risk, digest risk, technology risk and project management risk. On the base of risks identification, Fuzz comprehensive evaluation method is performed to assess the risks. The result shows that the digest risk is the largest risk the CRM project faces. Whether the CRM can coordinate the business process, can be supported by the employees will decide the success of the project. The second largest risk is the project management risk. The complexity of the CRM project will bring large challenge for the project management. Finally, the technology and human resource risks should also be pay attention.This paper proposes the countermeasure for the risks. For digest risk, Fujian Unicom should not only adjust the strategy and organization culture, but also emphasize the business process re engineering; For project management risk, measures should be taken from the perspective of the plan making, project change management, cost control. Independent project Supervision should also be introduced. For technology risk, choosing suitable software and technology on the base of requirement analysis is also critical for the CRM project. For human resource risk, support from top management, constructing the project team and introducing the professional consultants is necessary to control the risk.