CRM - Federation of Malaysian Manufacturers

FEDERATION OF MALAYSIAN MANUFACTURERS (7907-X)Wisma FMM, No.3, Persiaran Dagang, PJU 9 Bandar Sri Damansara52200 Kuala LumpurTel: 03-6286 7200 Fax:03-62741266/7288Email: webmaster@fmm.org.myInvitation to Participate in a Tender Project for the FMM CustomerRelationship Management (CRM)The Federation of Malaysian Manufacturers (FMM) (7907-X) invites submissions fromInformation Technology (IT) Contractors/Service Providers to tender for FMM CustomerRelationship Management (CRM) Project.IT Contractors/Service Providers who are interested to bid for the FMM CRM Project arerequested to submit three (3) copies of the following documents in a SEALED envelope.1. A covering letter stating interest to participate in the project;2. Company profile i.e. Certificate of Incorporation, Form 24, Form 49 and AnnualReturn; and3. List of past projects indicating size and approximate contract values includingreferences.The tender documents should be submitted to:CHIEF EXECUTIVE OFFICERFEDERATION OF MALAYSIAN MANUFACTURERSWisma FMM, No. 3, Persiaran Dagang, PJU 9,Bandar Sri Damansara, 52200 Kuala Lumpur.No Later Than:WEDNESDAY, JULY 31, 2013 at 5.00 p.m.Direct Inquiries:Attention: En Ooi Chun Keong, Assistant ManagerKM/EDP & ICC Malaysia DivisionEmail: chun_keong@fmm.org.myTel: 03-62867200 ext.392The FMM reserves the right to select and approve only those IT Contractors/ServiceProviders deemed suitable and qualified to undertake the project based on FMM’s criteria.FMM shall not entertain proponents in regard to the bidders.

3. PROJECT ARCHITECTURE REQUIREMENT FOR FMM CUSTOMERRELATIONSHIP MANAGEMENT (CRM)The FMM Customer Relationship Management Project is proposed to be rolled out to:a. Establish a secured customer management system for the FMM, FMM Instituteand GS1 Malaysia to record and store customer informationb. Facilitate the transfer and updating of customer–related information with FMM’sother information management systems such as accounting and publicationc. Allow secured access to and searching of customer information within theorganization, including with Branches using web based technologiesd. Provide reports on the activities of the CRM system4. SCOPE OF WORKPreambleDefinitionsa. “FMM” refers to the Federation of Malaysian Manufacturers, FMM Branches, theFMM Institute and GS1 Malaysiab. “customer” refers to existing members of the FMM, FMM Branches, FMM Instituteand GS1 Malaysia as well as their potential membersc. “users” refer to the staff of the FMM, FMM Branches, FMM Institute and GS1Malaysiad. “vendor” refer to service providers currently engaged by the FMM, FMM Branches,FMM Institute and GS1 MalaysiaPhase IFMM Customer Relationship Management (CRM) -System Study + System Architecture Designa. To study the scope of geographical locations of sites for deployment of the FMMcurrent system under the requirements and identify the Local Point of Presence(LPOP). The project team needs to study the requirements of FMM Infrastructureat different levels, i.e. Division/Group/Environment.b. To make a preliminary assessment of the existing FMM membership DatabankSystem at all levels. The project team needs to understand the topology of theorganisation.c. To review the current infrastructure and/or procedures of the following:i. FMM Membership Databankii. FMM Institute CRM (in-house)iii. GS1 Malaysia Membership Databankiv. System management and security policy (User Access Right)v. Bandwidth and number of connections requirements for implementationTender Document for FMM CRM Project Page 5 of 15

d. To undertake Technical Feasibility Study based on the existing and desiredinfrastructure for effective implementation of the FMM Customer RelationshipManagement (CRM) system.e. To analyze the applications and expected Load/Traffic/Transaction requirementsbased on Application Development to assess the requirements among users.f. To design a Databank Prototype and System Architecture necessary for effectiveCustomer Relationship Management System.g. To design an “Electronic base data communication system to capture allmembership information and communication” defining access controls andauthorization level and analyzing different network security devices such asmembership communication etc. and recommend a Project Roadmap. Themembership communication strategy should include Disaster Recovery andbackup procedures.h. To design the Project Implementation Plan with specific milestones anddeliverables.Phase IIProject Implementation and User Acceptancea. Project implementation and monitoringb. Oversee that equipment is provided as per requirement and perform hardwareinspectionsc. Review Project plans and progressd. Track Project issues and risks and present Project status to FMM managemente. Supervision of installation and testing of the systemf. Carry out user acceptance testing before commissioning network for actual use.g. User training and manual5. TENDER PROCESS & SPECIFIC INSTRUCTIONSSealed bids must be marked Private and Confidential and submitted within thedeadline. Interviews may be conducted. Bidders would be informed of the outcomewithin 14 working days after issuing the Purchase Order to the successful bidder.The successful bidder must work with FMM’s existing service provider on data migration,policy or any other technical requirements, guidance or advice.Tender Document for FMM CRM Project Page 6 of 15

6. EVALUATION OF TENDERAfter ensuring adherence to the instructions indicated, tenders would be evaluatedbased on compliance with technical specifications and requirements as well as thetender most advantageous to the organisation. The organisation is not bound to award tothe lowest bidder as qualitative factors need to be considered as well.7. DISQUALIFICATION / REJECTION OF TENDERA tender is liable to be rejected or the bidder disqualified at any stage on account of anyof the following:a. Tender is received after the expiry of the due date and/or timeb. Tender information is incompletec. There are misleading or false statements in the tender and/or bidder’s documentsd. Tender or equipment does not conform with specifications and/or is not acceptedby FMMe. Refusal to work with FMM’s existing service provider(s) on technical requirementsf. Bidder is found to have a record of poor performance such as abandoning works,being blacklisted, inordinately delaying completion, financial failures etc.8. TERMINATION OF CONTRACTIf a tenderer fails to carry out the order according to the terms of this document and/orwithin the stipulated period or any extension thereof as may be allowed by the FMMwithout any valid reasons acceptable to the FMM; the FMM has the right to terminate thecontract after giving 7 working days’ notice. FMM’s decision is final and binding.9. TERMS OF PAYMENTNo payment shall be made for partial work done. 20% payment shall be madeunder Phase I and 40% under Phase II upon supply to and acceptance by the FMM ofthe deliverables under each Phase. The balance of the 40% shall be paid 60 workingdays after execution of the Performance Guarantee and official project handover.10. LIQUIDATED DAMAGESIn the event of delay in execution of work and delivery of deliverables specified in thiscontract, the tenderer shall be liable to a penalty of 2% of the total cost of project forevery calendar week of delay; unless an extension request is approved by the FMM.11. WARRANTYAll activities related to the project and its components such as software, hardwarerepairs or replacements shall have a warranty period of at least 365 days or equal to themanufacturer(s)’ and/or vendor(s)’ original warranty, whichever is longer. The warrantyperiod should start from the date of the final acceptance of the UAT (User AcceptanceTest), unless required to be extended by the FMM.Tender Document for FMM CRM Project Page 7 of 15

12. GENERAL SPECIFICATIONS FOR FMM CUSTOMER RELATIONSHIPMANAGEMENTScope for Customer Relationship ManagementScope for FMM CRM PortalNo Scope for FMM CRM Parameters• FMM Membership Data Repository upgrade (to convert andupgrade existing database object from MBD format to SQLformat);1ACustomerManagementModule (MS SQL) –FMM & FMMInstitute• Examine and reconstruct broken link among data fields;including membership status;• Integrate the following databases into a single SQL databaseplatform:(a) Ordinary Membership(b) Affiliate Membership(c) Subsidiary Membership(d) Associate Membership(e) Potential Members database• Security Access Control1BCustomerManagementModule (MS SQL) –GS1 Malaysia• GS1 Malaysia Membership Data Repository upgrade (to convertand upgrade existing database object from MBD format to SQLformat);• Examine and reconstruct broken link among data fields;including membership status;• Integrate the following databases into a single SQL databaseplatform:(a) GLN Membership (Global Location Number)(b) GS1 Malaysia Membership (Category A & Category B)(c) Potential Members database• Security Access Control2CRM Module(Item 1A + Item 1B)• The CRM module must be able to integrate with MS OUTLOOK• History tracking, visitation, phone and email tracking.• Visual Planner (Calendar Planner)• Key-Personnel Information• Subscription Fees tracking• Visibility of active/inactive member in real time• Visibility of which services/products are producing the mostservice issues.• Tasks to be assigned between staff members.• Event Management, to record/keep track member companyparticipate in FMM’s event;• Advertisement Order• Customer Experience Management (Feedback column)• Security Access Control• Status of transaction / communication / assigned tasksTender Document for FMM CRM Project Page 8 of 15

3Integration withAccounting SystemIntegration of Customer Management System (SQL format) withAccounting System (Tally System) – Data Exchange and Updatebetween systems4Integration withPublication System• Extract and Export the Listing of Customer Information intoprinter format• Publication Printing (FMM Directory)5 Reporting• Membership summary report• Payment & Accounting Receivable report• Members Transaction Report• Members Communication Report• Active Members Evaluation Audit• Security Access• System Log• List on staffs (by role) involve in communicate/servicingmembers.6CRM SearchFunctionMember Company Details Search, Product Keyword Search,Transaction Search, and Payment Search within the CRM page.7Branch Access &Security Control• Branch Access/Connectivity• System Access Control• System Access Log8 Training and Manual• Staff Training• User manualTender Document for FMM CRM Project Page 9 of 15

FMM RequirementsFMM CRM Portal ScopeProposed FMM CRM Portal OverviewFMMCRM PortalMembershipManagementCRMModuleProjectTrainingFMM & FMMInstituteMembershipGS1 MalaysiaMembershipBranch AccessCRMSearchIntegrate withAccountingSystemHQ usersTrainingBranches usersTraining(at Head office)ReportingModulePublication ofCustomer Information- FMM Net update- PublicationBranch Access

Functional Proposal:1. Customer Management (Applicable to 1A & 1B)a. Registrationb. Update Information + View Member details (View, Create, Edit and Delete)c. Annual Membership Update Formd. Manage Account (incl. terminate account)e. Enquiryf. Permission (Security Access)g. Report (incl. visitation report)h. Electronic documents of customer profile/data (storage)2. Customer Relationship Management (CRM)a. CRM Modulesb. Calendar*c. Campaigns (Event Management)*d. Contacts*e. Email Integration*f. Help Desk Module (Log) *g. Others3. Training and Manuala. FMM staff training (to be conduct at KL) – at least two training sessions* Required parametersTender Document for FMM CRM Project Page 11 of 15

FMM Strategy Roadmap for CRMPublication ofTender Notice/Tender &QuotationTenderOpeningSessionEvaluation/MeetingVendorsProjectAwardRequirements &Feasibility Study(FMM, FMMInstitute and GS1MalaysiaMembershipDatabank)Conceptual Design(FMM, FMMInstitute and GS1MalaysiaMembershipDatabank)Prototype ofnew DatabankFMM DBver2.0Approve?YesNewDatabankModel:FMMGS1 DBver2.0NoGS1MalaysiaSystemTraining: KeyUsers/End Users/AdministratorSystem / RollOutCRMSystemTestingSign OffAcceptanceCRMReportingModuleCloseProjectIntegrate withAccountingSystem &PublicationPublication ofCustomerInformation- FMM Netupdate- PublicationBuildingCRMModulesDataMigrationFMMGS1MalaysiaTender Document for FMM CRM Project Page 12 of 15

13. DETAILED SPECIFICATIONS FOR FMM CUSTOMER RELATIONSHIPMANAGEMENT (CRM)Instructionsi. The bidder must fill up the columns on “Part No. (#)” and “Price”.ii.iii.The tables from this page onwards must be completed and submitted to FMM aspart of the tender document.The bidder may recommend and quote specifications other than those stated byFMM, including using Open Source Software but based on the best fit for thePROJECT in separate sheets of paper. These new recommendations MUST bepresented in the same table format as drawn up by FMM, i.e. giving the fulldetails, using the same Item numbers as well as giving justifications for therecommendations.REINFORCEMENTi. FMM reserves the right to change the specifications. All necessary efforts wouldbe taken by FMM to inform bidders of any such changes.ii.FMM reserves the right to determine the implementation of the various jobs (seetable below) of the project according to the organisation’s schedule and means.Hence, the awarding of the job(s) may be bundled or unbundled.JobParticular1 System Study + System Architecture DesignSystem Modeling and ModificationData Structure Design and Modification2 System Implementation3 Data Migration and Data Testing4 System Testing5 User Training & Manual

A. Hardware1 ONE UNIT SERVER with the follow specifications:Item Part # Description Qty Unit Price (RM)a HP DL380P G8 E5-2630(2.3GHz/6 core, 15MB, 95W) 1bProcessor:Intel® Xeon® E5-2630(2.3GHz/6 core, 15MB, 95W)2c450GB 6G SAS 10K 2.5" SC ENTHDD 3dHP 12.7mm Slim SATA DVDRom JackBlack Optical Drive1eMemory: 16GB (4x4GB) PC3L-10600R Registered DIMMS 1 1f HP LCD Monitor 21” 1g450GB 6G SAS 10K 2.5" SC ENTHDD 2hijPower Supply: HP460W CSPlatinum Plus Hot Plug PowerSupplyStorage Controller: HP SmartArray P420i/1GB FBWC(RAID 0/1/1+0/5/5+0)Network Controller : HP Ethernet1GB 4-Port 331FLR Adapter11−k OS media kit (installation CD) 1lmnForm Factor: Rack (2U), HP BallBearing Rail Kit3/3/3Years 4H 24x7 WARRANTY(Part/Labour/Onsite)OS license – MS WS12 STDENG (NO CAL) +MS WS12 CAL5 USR LIC (2x)111(A) SUB-TOTAL HardwareTender Document for FMM CRM Project Page 14 of 15

B. Software & Project ImplementationItem Description Cost (RM)1 Software Price2 Consultation3 Data Migration and Data Testing4 Software Maintenance Cost5 Project User Training(B) SUB-TOTAL Software & Project ImplementationGRAND TOTAL (A) + (B) Hardware, Software & ProjectImplementationC. Estimated Project Scheduling (man-days)NoDescription1 System Study + System Architecture Design(technical & requirement assessment)System Modeling and ModificationData Structure Design and Modification2 Actual Implementation SetupEstimated ProjectScheduling (man-days)Proposed byBidder3 Data Migration and Data Testing4 System Testing5 After data migration, standby support (next workingday, from 0900-1700)6 Project User Training7 User Acceptance Testing (UAT)8 Documentation & Network DiagramSUB-TOTAL Project ManagementTender Document for FMM CRM Project Page 15 of 15