Case Study for Assessment 1, 2 and 3, MIS 605 Page 1 of 2
MIS 605: Case Study for Assessment 1, 2 and 3
Notes:
a) This is a live case study so students might have to do some research. While some
requirements are mentioned in this case but for deeper system analysis students
might have to do business analysis.
b) You must research your client i.e. Healthy Collective (HC) Group
(https://www.healthycollective.com.au/) before you work on this case.
c) Try to analyse various CRM systems that are on the web. See what functionality do
they offer and how? Remember! research would help you find answers.
d) You will be using this case for Assessment 1, 2 and 3 of MIS 605.
e) For all assessments, it is suggested that before you answer every question you
should discuss your assumptions very categorically.
f) Read this document multiple times to understand it completely. It is not written in a
straightforward manner. Some parts of the case are elaborate while others are not
explained in a lot of detail. This has been done purposely. You may not find answers
for everything therefore ‘requirement development’ would help you. See the web
for what is requirement development and how it is done. CMMI standard offers a
detailed understanding of ‘requirement development’.
g) Look out for redundant information in this case.
Scenario (The Case)
The Healthy Collective is a health and wellness member organisation that was formed in
2018. The organisation brings together for the first time, citizens, health and wellness
practitioners and other stakeholders with a vision to build a healthy community through
consistent, transparent, and accessible holistic healthcare options. The organisation has a
large network of health professionals and practices including GPs, pharmacies and allied
health; as well as over 70 ‘aged care and disability providers’ across Australia. The
organisation provides direct support for its members, citizens, practitioners, and
organisations (Healthy Networks) as well as collaborations where there is synergy. The role
of The Healthy Collective is to work with all levels of government, health and wellbeing
providers, social enterprises, charities, non for profits and sporting organisations, to support
the strategic and operational objectives of each organisation and find new revenue and
funding opportunities including partnerships and markets to turbo charge their strategic
goals and the overall success of each organisation participating in this exciting venture – The
Healthy Communities Venture. Some of the clients of Healthy Collective Group are The
Village Co, West Beach Surf Lifesaving Club, Arthritis Foundation SA, Norwood Swimming
Club, Grange Cricket Club and Terry White Chemmart.
Case Study for Assessment 1, 2 and 3, MIS 605 Page 2 of 2
Nick T, Managing Director of The Healthy Collective, requires a user-friendly, secure,
flexible, customisable and an upgradable IS solution for Customer Relationship Management
(CRM) that would assist HC in connecting them with their customers in a targeted and
meaningful manner. HC is also implementing HubSpot for CRM but they are keeping their
options open for a flexible and customisable solution as the organisation is still evolving.
While a lot of functionalities in HubSpot are what HC need but they are not looking at sales
at the moment as sales management (for their B2C) is not a matter of their concern in near
future due to the nature of their business. CRMs that support both B2B and B2C are more
complex. Customer profiles in such CRMs and lead management can be unpredictable. Like
any CRM system, HC would like to have a very detailed yet customisable option for
customer profiling. This sophisticated profiling option is needed to cater for a wide range of
client network comprising three distinct sub groups that are:
a) consumers/citizens – product and service recipients,
b) practitioners – providing products/services and
c) business/organisations – employing practitioners, support and providing products and
services
The customer profiling option should allow HC to design dynamic forms that can populate
the customer profile. The end-users of the new CRM can be assigned roles through the
admin portal. The admin portal would allow the creation of new roles that can be given
access to various functionalities that will be offered by the CRM.
The new CRM should support EDM and should allow planning, management and execution
of new marketing campaigns. The system should support features for a wide range of
marketing campaigns. The new system should provide comprehensive reporting system.
CRM users (including general managers, project managers, service leads and other staff)
should be able to create workflows involving stakeholders to allow traceability of work. The
system should also allow the management of customer support services. End users should
be able to customise customer support service mechanism.
Given the very nature of the business and the profile of the organisation, HC wants that the
system should support document management, contract management and tracking, contact
management and sharing; and proposal tracking. Management of HC would like the new
system to also provide an option of document sharing within and outside the organisation.
They want that the system should help maintain the configuration of the shared documents.
HC’s management sees this new CRM as a significant step towards their digitisation. While
they have a lot of plans for the future, at the moment they only want this solution to be
web-based.
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