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Workflow analysis and CRM assessment

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This report, prepared for Morgan Stanley Dean Witter (MSDW) in New York as part of our Major Qualifying Project (MQP), contains a description of a two-month study plus one term of preparation in analyzing the workflow of the Client Service Department and an initial needs assessment of a Customer Relationship Management (CRM) implementation. Through our work observing the client representatives activities, interviewing employees and professors, researching up-to-date information in the customer service area, and contacting different CRM vendors, the team developed an array of observations and formulated different recommendations for improving their processes.

  • This report represents the work of one or more WPI undergraduate students submitted to the faculty as evidence of completion of a degree requirement. WPI routinely publishes these reports on its website without editorial or peer review.
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Identifier
  • 00D262M
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Year
  • 2000
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Date created
  • 2000-01-01
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