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Business Process Mapping Workbook : Customer Satisfaction

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Generally, this research paper is based on the Heartland Equestrian Centre App Project. Moreover, this research study is provides information on roles, concepts and importance of project methodologies in the IT (Information Technology). This study is also analyzes how to align IT project with the organizational objectives. Moreover, it will also provide a clear description about the various strategies for coordinating IT project change, project planning, selection techniques, decision making and problem solving approaches in the context of IT projects. Additionally, it is also analyze systems thinking approach to managing IT projects. In the same way, the project management concepts and methods with regards to the IT project would be discussed in order to attain the objectives of the study.

The company Heartland is expecting to develop a most appropriate and suitable app to attain the objectives and overcome the current business challenges. This app would help the company in motivating and encouraging the clients. The company is developing this app because to optimize for Android as well as iPhone devices. Additionally, it is decided by the company that, the responsible people and specialist would adopt a development approach to effectively and successfully execute this new app for Android and iPhone instruments.

The mission statement of the company is to provide a full range of services (riding, training, jumping, etc.) to their clients in more appropriate and innovative manner. Additionally, the key objective of the project is to develop a suitable app that can be used in the Android and IPhone devices. Moreover, to help the clients in enrolling and paying for their riding lesions, retraining, and booking trail rides and horse boarding.  Furthermore, to help the clients of company in subscribing the newsletters and various upcoming events is also other objective of the project. In addition, the new app must also provide an album of photo so that the client can capture their memories. The overall objective of the project is to attract customers and improve customer’s services by enhancing full range of services (Harper-Smith, & Derry, 2010).


Outline of Problem/Opportunity Statement

The given case clearly indicates that, currently Heartland is facing several problems. For instance, the profit and revenue level of the company are decreasing day by day due to fall in the private lessons, boarding horses, no of trainer etc. For example, the highly respected and professional trainer had left the company. Moreover, by developing new app the company would be able to gain various business opportunities. For case, the new app would improve current services and bring innovation within the business process and results in increase of number of customers (Jacka, & Keller, 2009).

The company and its management would need to think strategically and innovatively to align the project objectives with the organizational vision. Moreover, the time period to develop the new app is the main constraint of the project (Dow & Taylor, 2010).

Preliminary Project Requirements

The project would require various specific and systematic development approaches for the project. Moreover, there would also be requirements for the special experts to get the suggestion about the development of new app. On the other hand, a team of programmers as well as digital image specialist would also be required to work on the app (Pemsel & Wiewiora, 2013).  

The company may face several risk related to hacking, data security, unexpected results, busy servers etc. The company would also have to invest billions of dollars to modify the current app (Kerzner & Saladis, 2013).

The new app would help the company in bringing innovation within the current business process, systems and strategies. Moreover, the company can be able to provide more innovative services to their clients (Kerzner, 2013).

On the basis of above analysis, it can be recommended that, the top management of the company should provide needed and appropriate support to their teams to develop the app.



Dow, W. & Taylor, B. (2010). Project Management Communications Bible. USA: John Wiley & Sons.

Harper-Smith, P. & Derry, S. (2010). Project Management: Fast Track to Success: The low down on the top job. UK: Pearson UK.

Jacka, J.M. & Keller, P.J. (2009). Business Process Mapping Workbook: Improving Customer Satisfaction. USA: John Wiley & Sons.

Kerzner, H.R. & Saladis, F.P. (2013). Project Management Workbook and PMP / CAPM Exam Study Guide. 11th ed. USA: John Wiley & Sons.

Kerzner, H.R. (2013). Project Management: Case Studies (4th ed.). USA: John Wiley & Sons.

Pemsel, S., & Wiewiora, A. (2013) Project management office a knowledge broker in project-based organisations. International Journal of Project Management, 31(1), 31-42.


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