Troubleshooting at the Royal Hotel

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- Reflecting on this experience, what do you think where the main mistakes, if any, that Blake made in handling the engagement?

In my view, a major mistake Blake made was not involving the users at early stages of project. I think, there was ample of time for communicating with the users, before Blake left. If he would have done so, the implementation of system could have survived in a better way, disregarding of Jack, directors and managers.

Secondly, before leaving the project, he should have trained Jack for what is to be done and how. The project was initiated by Blake and it could have been a difficult task for Jack to do the same job, in the way as Blake would have done.

Further, though Jack was provided with some drafts and designs, he was not concerned about what Blake has been doing. He had his own ways and tasks, which I believe were not mentioned and may not be worth it. Blake, being the primary authority, should have communicated and have examined the status of project periodically.

ALTERNATIVE ANALYSIS

As this case is about implementation of the new product in a business, which is based on information technology, I’ll refer to triangle which has three nodes namely People, Process and Technology.

The following figure of triad gives an outline of factors on which changes in a business rely. Considering the case of Royal Hotel, the data to be given as input may include type of end-users, how frequently problems occur, how long it takes to get resolved etc.

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Fig. Triad: People, Process and Technology

Further, three aspects to be considered may include:

- People- This term in a project include employees at various levels and customers. The edge between people and process states collaboration. This refers to the understanding of the complete transitional phase, by the employees and their contribution to that process.

Secondly, edge between people and technology represents analysis. This is about thorough study of automated tasks or improvement in organization’s functionality. This helps in retaining skilled employees.

- Process- These may include installation process, data security, its protection and availability and risk management activities. Process also include operating systems, databases and applications.

The edge between process and technology refers to automation. While installing new device, it should be ensured that technology supports the process. It should be capable of removing repetitive and tedious tasks.

- Technology- Now, technology may include physical, technical or logical setups. It is important that new technology does not make vast changes in present infrastructure. As this may raise complexities for current operational setups, configurations and employees.

CONCLUSION

I will conclude this study with brief description of procedure and outcomes. The Royal Hotel, serves mostly business-class guests and need to serve quickly and efficiently. In this case, commitment of whole hierarchy of the hotel is required for the new system. And for this, I suggest to consider People, Process and Technology triangle. However, there were some drawbacks like Blake was asked to leave the project before its completion, Jack didn’t get proper knowledge of his duties, management behaved very irresponsibly and employees were not aware of innovation and benefits of new technology.

Overall, the staff and management at the Royal Hotel should reconsider the whole situation. Everyone needs to understand their mistake, respective roles and outcome of their further contribution.

References:

- Piccoli, G. (2012). Essentials of information systems for managers. Hoboken, NJ: Wiley.

- Royal Hotel Case Study. (2009). Retrieved May 29, 2016, from https://mgmt8620.wordpress.com/2009/07/27/royal-hotel-case-study/

- Case Study – Troubleshooting Information Systems At theRoyal Hotel. (2016). Retrieved May 29, 2016, from http://studymoose.com/case-study-troubleshooting-information-systems-at-theroyal-hotel-essay

- Royal Hotel Case Study. (n.d.). Retrieved May 29, 2016, from http://www.powershow.com/view1/855ab-ZDc1Z/Royal_Hotel_Case_Study_powerpoint_ppt_presentation

- Google Images. (n.d.). Retrieved May 27, 2016, from https://www.google.com/imgres?imgurl=http://www.orinux.com/includes/js/tinymce/plugins/elfinder/files/IT%20audit.png

- People process technology triangle - Google Search. (n.d.). Retrieved May 27, 2016, from https://www.google.com/search?q=people process technology triangle