Ivory Towers To Produce An Is

Published Date: 02 Nov 2017

Faculty of Engineering and Information Sciences

ASSIGNMENT BRIEFING SHEET

Makesi GlodonStudent Name Year Code

D3 - Using B*CCD with "Ivory Towers" to produce an IS/IT strategy

D3 - Using B·CCD with "Ivory Towers" to produce an IS/IT strategy

2009/10

Strategies

ModuleAssignment Title

Module Tutor

3COM0100/130 Strategic Information Systems Planning and Management (SISPM)

S. Folgate

ASSIGNMENT AIMS:

To enable students to complete a detailed IS/IT strategy for a given module case study and using the BCCD framework.

MODULE LEARNING OUTCOMES ASSESSED:

The contribution that effective strategic management of information, information system and information technology can make in enabling organisations to operate more flexibly, and more competitively, in the global environment.

Identify and evaluate key aspects of IS/IT provision.

SUBMISSION REQUIREMENTS

You are required to submit via Studynet 1 document only, a word â„¢ file which contains this Assignment Briefing Sheet at the beginning.

40%MARKS AWARDED FOR:

See following assignment brief for Assignment 3

This assignment is worth % of the overall assessment for this module.

1st March 2010

18th Jan. 2010

RainerDate work Date to be Internal moderator

handed out handed in approval (signature)

40

45

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(Student comments on this assignment can be made on the back of this sheet)

I certify that the work submitted is my own and that any material derived or quoted from the published or unpublished work of other persons has been duly acknowledged.

(ref. UPR AS/C/6.1, section 7 and UPR AS/C/5, section 3.6) Signed: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Handed back on:

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Table of Contents

UNIVERSITY OF HERTFORDSHIRE 1

Student Name Year Code 1

D3 - Using B·CCD with "Ivory Towers" to produce an IS/IT strategy 1

2009/10 1

Strategies 1

Module Tutor 1

You are required to submit via Studynet 1 document only, a word â„¢ file which contains this Assignment Briefing Sheet at the beginning. 1

See following assignment brief for Assignment 3 1

Table of Contents 3

B.CCD Step 2 4

Core Competencies 4

Ivory Towers SWOT Analysis 4

Ivory Towers PESTLE Analysis 6

Ivory Towers Business Process Analysis 10

Ivory Towers Generic Issues 11

Ivory Towers IS/IT Audit 15

IS/IT Wish List 25

IS/IT Opportunities 27

B.CCD Step 3 28

Ivory Towers Vision Statement 28

Critical Success Factors (CSF) 28

B.CCD Step 4 29

Step 4: Identifying Priority Business Processes 29

Ivory Towers Business process/CSF matrix 29

Quality rating (Q) Priority rating (P) 30

CSF/BP priority grid (Step 4) 31

B.CCD Step 5 32

Business process/IT matrix (Step 5) 32

Three (3) Improvement Projects 33

B.CCD Step 6 37

IS/IT Strategic Intent Statement 37

Roles of IS/IT 37

Technical Infrastructure 39

IS/IT Management 41

Communication Procedure 43

Ivory Towers Project Summary 46

Ivory Towers Action Plan 47

Assignment 3: D3 – Using B.CCD with "Ivory Towers" to produce an IS/IT Strategy.

B.CCD Step 2

Deliverables: Core Competencies, Issues, IS/IT Audit, IS/IT wish list and Opportunities

Core Competencies

The Core competencies refer to the capabilities that are most important for the business to achieve a competitive advantage. According to Prahalad and Hamel (1990), the core competencies of any organisation should: -

Provides potential access to a wide variety of markets.

Makes a significant contribution to the perceived customer benefits of the end product.

Difficult for competitors to imitate.

To aid deriving the core competencies, the two tools SWOT and PESTLE can be used to identify Internal and External environmental factors that determine the success of an organisation. As such, a SWOT/PESTLE analysis has been undertaken to determine the current position of Ivory Towers and the results have been outlined below.

Ivory Towers SWOT Analysis

The SWOT analysis takes a look at the internal environment of the organisation in terms of its Strengths (What does it do well), Weaknesses (What needs to be improved), Opportunities (Factors that can have a potential positive impact) and Threats (Factors that can have a potential negative impact).

Strengths

Relatively Good support by staff.

Has a healthy cash-flow

Loyal Customers

Well Furnished Facilities.

Facilities are well maintained.

Well located in the centre of the country.

Weaknesses

Non-consistent Customer Service.

Very Little IS/IT Resources.

Poor Record Keeping.

Little integration or communication of existing IS/IT.

Slow Internet Connection on one PC (56k Dial up).

Booking and Room information not readily available.

Lack of an IS/IT strategy.

Poor Marketing Strategy.

Staffing problems

Opportunities

To Expand into the conference

Funding from Ability to exploit Government Initiative.

To setup internet based conferencing facility.

Initiative to install a computer room with internet access.

Suggestion to install a Wireless LAN and Broadband internet access.

To improve products and services by providing wedding packages.

To improve the variety and quality of staff.

Threats

Local competition expanding facilities in numerous ways.

Non-consistent customer service can cause unsatisfied customers to select the competition.

Declining Bookings and sagging bank balance

Ivory Towers PESTLE Analysis

The PESTLE analysis is used to perform an external environmental scan of the organisation. That is, the factors that would have an impact on how the organisation operates. The factors that are under investigation in the PESTLE analysis are; Political, Economical, Social, Technological, Legal and Environmental.

Political Factors

The Government has an initiative for local companies seeking funding.

Stable UK Government

Environment Regulations

Economical Factors

Increasing Rate of Inflation

Cost of IT hardware and software steadily drops as new technology arise

Outstanding Long Term Loan

Tax Legislation

Social Factors

Good Employee Support

The location should be well suited for Management Conferences

Focus to be made towards Managers of different Organisations

Reputation with Customers

Stakeholders

Technological Factors

The occurrence rate of technology advancements (new technology introduced every 3 to 6 months)

New Advancements in Conference Technology as well as Networking tools.

New updates to existing software (e.g. Sage Accounting package)

Cost of software and applications

Legal Factors

Hotel and Conference Centre Standards

Taxation

Laws regarding

Software Licensing

Data Protection Act

Environmental or Ecological Factors

Maintenance of the surrounding environment

Environmental Regulations

Based on Prahalad’s and Hamel’s theory as well as the SWOT/PESTLE environmental analysis, the Core Competencies of Ivory Towers are as follows:

Core Competencies that allow Ivory Towers to access different markets are:

Scenic location is ideal for Ivory Towers to offer Wedding Packages.

Core Competencies that add value to the Clientele experience at Ivory Towers:

Provide well furnished and well maintained bedroom suites and conference facilities.

Conference Room layouts are configured and coordinated according to the needs of the clients.

Provide refreshments and conference equipment during functions.

Core Competencies that is difficult for competition to imitate:

Location – Ivory Towers location in the heart of Middle England.

Ivory Tower’s offering of both Conference and Overnight accommodation.

Processing of reservations and bookings

Coordinate room layouts and equipment.

Ensure smooth running of catering

Ivory Towers Business Process Analysis

According to the Ivory Tower’s case, the Core Processes are as follows:

Provide Overnight Accommodation and Leisure Facilities.

Provide Conference and Training Facilities.

The supporting processes for the above processes include:

Provide Customer Service

Provide Financial Operations

Provide Catering

Provide Human Resources

Provide Housekeeping and Grounds Maintenance

Provide Strategic Plan and Communications

Plan and Monitor Business Performance

Manage Marketing Strategy

Ivory Towers Generic Issues

Products and Services

The products and service currently provided by Ivory Towers is good. To facilitate overnight accommodation, there are 44 bedrooms mainly single with en-suite facilities and study areas, however the customer has the option of booking double rooms which have been upgraded. Customers are provided with 3 meals per day, which can be adjusted to suit dietary taste in advance, as well as have access to leisure facilities within the pristine environment in which the hotel operates. However, it has been suggested that customer experience can be enhanced with the provision of computer systems with internet connectivity for communication, installation of a pool or sponsor tours through the countryside on special occasions for relaxation purposes. The General Manager has however, put into consideration providing customers with the computers with internet access. In fact, his nephew John volunteered and was in the process of setting up this and various other computing projects in the hotel, when he had to leave. So far he had only organised the physical connections, sockets and wiring prior to his departure.

With regard to Ivory Towers conference facilities, a wide range of products and services are also available. There are two large conference rooms which can hold up to 50 people and two smaller meeting rooms which can hold up to 30 people. These can be set up in three different formats or with a number of smaller tables. There are also 6 small meeting rooms which can hold up to ten people either in informal or formal format. There is a significant amount of land available surrounding Ivory Towers and management can consider expanding its facilities. Ivory Towers also provide conference equipment, though these can be upgraded, as some of the equipment are either outdated or not up to the standard of modern day equipment. Also, conference participants may benefit from internet access while they stay at Ivory Towers. The implementation of Wireless internet connectivity would be beneficial especially for those participants with laptops.

Market

As the General Manager is a member of the local Chamber of Commerce, golf club and a couple of voluntary organisations, he is aware of the local market and the competition. However, this only restricts the organisation to being prepared for local threats. It is advised that the organisation focus a bit more on the international environment as well, so as to gain a leading edge and perhaps adopt some new trends. The General Manager sometimes takes an advert with the press; however, a brochure is now being used to attract new customers.

IS/IT

There is presently very limited IS/IT use at Ivory Towers. All members of management have a PC to work with, however, a network only exist between the General Manager, the Assistant General Manager and the Duty Manager. The General Manager has plans to link all the systems in the future though he has concerns about cost. The only peripheral that is able to be shared is that of the printer which the GM and the Assistant GM share. The only computer system with an internet connection is that of the reception desk which has a dial-up modem connection (56K modem). It has been noted that the owners are not very computer literate and have concerns about the risk of other hacking their system if they switch to a broadband connection. There are currently no links between areas that would benefit from collaboration such as reception, housekeeping and catering, which can lead to miscommunication and in the long run, customer dissatisfaction.

Strategy

Ivory Towers currently do not have a real strategy. The General Manager has however a vision of where he will like the company to be in the next 5 years.

Workforce

The members of staff at Ivory Towers are generally dedicated and dependable workers. However, there is a lack of collaboration between some, for example Ernest who tends not to mix much with the other members of staff. Communication between staff members must be improved. There exist at Ivory Towers the experienced senior members of staff, some of whom are not so computer literate and were a little hesitant about the change, citing concerns about high internet cost and the danger of hacking, and there are the young exuberant staff members whom are willing to embrace change. Some staff members have suggestions of what they would like to see be implemented in the future, with the Conference Manager making suggestions about how technology can be used more in the hotel and the duty manager suggesting that the booking system should be updated. During implementation of any IS/IT strategy at Ivory Towers, it is suggested that training be critical part of the strategic plan.

Process and Planning

All processes within Ivory Towers should be linked to Bookings, as this process is central to its operations. Currently there is no linkage between these processes with the only interaction being between the Assistant GM and the Duty Manager. The lack of interaction between Bookings and the other processes can ultimately affect customer service, for example, Housekeeping would not know who is in each room and have to bother guest about it or Conference layouts and scheduling may a bit off if the conference staff are not able to get information on the participants and their equipment needs on time.

Costs

Ivory Towers seem to have a healthy cash-flow with future booking running just below the expected level. The company’s revenue and total profit increases every year which indicate that they have a relatively strong customer base and are receiving new customers as a result of the ads. Most of the company’s income comes from rooms and conference booking, with the most profit gained during the summer months of May to July as well as in the month October.

Customer Satisfaction

The quality of customer service is not always consistent as a small but worrying number of complaints have been received. This could be linked to various problems such as poor record keeping, problems with organising equipment and room layouts on time, and problems with catering in terms of getting the right beverages to the right groups. These processes should be streamlined to gain maximum efficiency and service to customers.

External Communication

Communication is limited to the dial-up internet and email that has been set up by the GM’s nephew John for the reception desk just before he left. John also created a website which was not published since he had to leave. Without a website, the company is cut off from potential customers from the much wider global market of the internet. Other means of communication used by Ivory Towers include telephones, fax, letters, newspaper ads and brochures. The manager’s involvement with local groups means that he also communicates about Ivory Towers via word-of-mouth.

Ivory Towers IS/IT Audit

The purpose of this IS/IT audit is to evaluate the current IS/IT infrastructure of Ivory Towers in terms of the systems currently being used.

Accounting System

The company is currently using the Sage Finance package. This package is installed on the Assistant General Manager PC, as well as on the computers of the General Manager and the Duty Manager. It is used to manage the company’s accounts and finances.

Functions

Maintain the Hotel’s accounts

Preparation of Provisional Budgets

Financial Forecasts

Invoicing Conference Clients

Invoicing Hotel Customers

Billing Delegates

Record Customer Payments

Record Client Payments

Preparation of Financial Reports

Hardware

Three (3) Networked Computers

1 Shared Printer

Software

SAGE Finance Package

Microsoft Office 97 Suite

Links

None

Support

None

Interview Comments

As the system is not integrated with other processes, its full functionality is not being utilized. The SAGE financial package offers other functionality options such as payroll management, which are not being used.

Summary

Though the Assistant General Manager has done a good job streamlining the accounts area, the system would prove more useful if it was integrated with other systems within the company. Also, if the system is update with the latest software package, it may be more efficient in its operation.

Hotel Room Reservation System

This system is utilised by the Duty Manager and is a single user booking system that was implemented 4 years ago. It is located at reception and is only being used to book bedrooms.

Functions

Maintain daily room schedule.

Manage room booking

Record Customer information

Hardware

1 standalone PC

Software

Microsoft Office 97 Suite

Microsoft Access Database

Email

Support

None

Links

None

Interview Comments

The Duty Manager believes that this system must be updated. He also believes that this system can also manage conference room bookings. The system should be linked to the accounting system to enable direct invoicing from it.

Summary

The Duty Manager’s thoughts that the system should be updated as well as integrated with the accounting system, would allow the processing of customer transactions to become more timely and efficient. Also, configuring the system to be able to process conference participants as well would minimise duplication of effort.

Conference Management System

This system is used by the Conference Manager and is on a stand-alone PC located in the Conference Administration room.

Function

Conference Room Assignment

Manage Conference Room Availability

Conference Room Booking

Conference Scheduling

Hardware

1 Stand-alone PC

Software

Microsoft Office Suite 97

Access Database

WinAce ( Data Compression Utility)

Support

None

Links

None

Interview Comments

The system works well, especially since she brought her own software from home. However the hardware needs to be updated as she is getting problems with data storage with regard to her use of diskettes to store data. Files are often too big to fit on the diskette and as a result she has gotten the GM’s nephew John to install a data compression utility. However, she finds it difficult to understand and use, and so does not use it. She also believes that she should have access to internet and email functionality. Also, the system should be integrated and a proper booking system should be implemented.

Summary

The fact that the computer system still uses diskettes indicates that there may be a need for an upgrade to facilitate the storage of large data. Enabling online functionality on the system can allow clients to book conference rooms online also open a door to new markets. However the issue of having two booking systems is also apparent here. There is a need for the integration of the system to facilitate communication as well as to solve problems such as organising equipment and room layout on time.

Publishing System

The Duty manager has acquired a desktop publishing package that his wife’s company use. He is using this to update Ivory Tower’s Brochure which must outline the range of facilities and the flexible approach the establishment will take to ensure that both individuals and organisations receive a worthwhile experience. The system can also be used to create standard letters for customers and it located in the Duty Manager’s Office.

Function

Create, Edit and Print Brochures

Create, edit and print standard letters.

Hardware

1 networked PC

1 networked printer (via GM & AGM)

Software

Desktop Publishing Software

Microsoft Office Suite 97

Support

None

Links

None

Interview Comments

The Duty Manager is currently updating the brochure using the system. He is also experimenting with creating standard letters for customers. The desktop publishing software also has other features available that can allow him to post brochures unto the internet as well as website tools, however as there is no internet connectivity he is unable to use these functions.

Summary

This system implemented by the Duty Manger is a good one but its full benefits are being daunted by the fact there is no internet connection available to the computer system. A broadband internet connection would be beneficial.

Budget Management System

The budgets for Ivory Towers are prepared by the General Manager. He is linked over the small network that exists between the two of them as well as the Duty Manager; with the Assistant GM with whom he liaises with when preparing the budget. The software he uses to generate their reports are the Word processing and Excel spreadsheet applications that are available with the MS Office 97 suite he has on his computer, and the financial information is taken from the Assistant GM’s Sage package. The Sage package is not being fully utilized to its full potential at present as there is no direct interaction between the Sage applications and MS Office applications.

Human Resource System

There is no real system in place for this regard. Each manager uses Microsoft Excel and Microsoft Outlook’s Scheduling capabilities to help with schedule and the allocation of their respective staff. These functionalities are also available to the Housekeeper but she does not see the need for her computer and does not use it, though she has a good relationship with her staff. Staffing and resource management is done mainly on an ad hoc basis.

Catering Management System

Currently, the Catering Manager uses his word processing and Excel spreadsheets applications available to him on his stand alone computer to maintain stores records, manage the budget of food and drinks as well as forecasting. There are other applications that he is considering that would allow him to better prepare menus and control food stocks. He can also benefit from internet access which can allow him to order a wider variety of food products, thus enabling his staff to provide a more abundant menu as well as be able to better cater to customers with special dietary request, thus improving customer service.

Complaints System

The General Manager receives complaints by letters, emails, fax, by word of mouth and by telephone. These complaints are from both staff and customers to whom he responds with a letter he creates from word. As a result it is difficult to check to see if problems have been rectified.

Administrative System

There is no single or formal administration system. Managers for each section of Ivory Towers, with the exception of Housekeeping, use Microsoft Office Suite 97 for administrative purposes. However, as the system is not integrated, they do not use their resources efficiently which leads to problems such as poor communication and reduction in the level of customer service.

Equipment Management System

The Conference Manager uses both her Excel Spreadsheet and Word packages to record and coordinate the use of conference equipment. Each room is equipped with a variety of conference tools, though she believes that they can be upgraded.

IS/IT Wish List

All computing systems to be connected to the Local Area Network (LAN).

Upgrade computer hardware where necessary.

Upgrade software packages (SAGE, Microsoft Office Suite)

Utilize CRM and ERP functions of the Sage Package

Integrate all major systems (Reservations, Conference Management, Housekeeping)

Implement a Database Management System accessible to all staff but with different views according to who logs in.

Upgrade internet access from dial-up to broadband and implement data security software.

Make internet access available throughout the organisation including for clients and customers.

Provide training in the use of systems and software

Enable the company’s website

Provide Laptops to conference participants instead of Desktop PCs.

Introduce Online Booking

Upgrade Conference equipment.

Introduce video conferencing as an added service.

Implement a Wireless Access Point for Conference participants and for guests.

Complete installation of Guests Computer room.

Purchase specialised software (e.g. Menu creation software for Catering).

Provide Mobile phones for all managers.

IS/IT Opportunities

Use the internet and the website to attract wider and diverse markets.

Improve the quality of communication across the entire company.

Increase company-wide efficiency with the integration of all IS/IT.

Improve External Communication with Broadband internet.

Implementation of Catering Software.

Training of staff for the use of hardware and software.

Upgrade Reservation System.

Hiring IT support staff.

Implementing a Help Desk.

Improve Customer Service through greater efficiency of staff.

Enhanced Conference facilities attracting more clients.

Data Security through Security software.

B.CCD Step 3

Deliverables: Vision and Supporting set of Critical Success Factors (CSF)

Ivory Towers Vision Statement

To be the premier resort and conference centre for business and leisure in the UK.

Critical Success Factors (CSF)

These are the factors that important to

We must provide efficient customer support and services to ensure quality customer service.

We must effectively enhance our marketing capabilities to attract a wide and diverse market.

We must provide integrated IS/IT systems to better support our staff so that business operations are run efficiently and smoothly.

We must improve and maintain our conference facilities up to world class standards to ensure clientele satisfaction and to build our reputation among local and international organisations.

We must improve communication between staff members to foster greater teamwork and interaction so that we can support our customers better.

We must streamline our processes with IS/IT to make our business agile and more proactive to changes in the external business environment as well as changes in technology.

We must provide continuous training and development of staff.

B.CCD Step 4

Deliverables: BP/CSF Matrix, CSF/BP Grid

Step 4: Identifying Priority Business Processes

Ivory Towers Business process/CSF matrix

Business process

Critical Success Factors

1

2

3

4

5

6

7

C

Q

E

P

1

Provide Overnight Accommodation

X

X

X

X

X

5

4

C

2.

Provide Conferencing Facilities

X

X

X

X

X

X

6

3

B

3.

Provide Customer Service

X

X

X

X

X

5

3

B

4.

Provide Catering Services

X

X

X

X

4

4

C

5.

Provide Human Resources

X

X

X

3

2

B

6.

Provide Housekeeping and Grounds Maintenance

X

X

X

X

X

5

4

C

7.

Provide Financial Operations

X

X

X

3

4

D

8.

Provide IS/IT System

X

X

X

X

X

X

X

7

2

A

9.

Coordinate Marketing Strategy

X

X

X

3

3

C

10.

Prepare Business Plan and Communications

X

X

X

3

1

A

11.

Plan and Monitor Business Performance

X

X

X

3

3

C

Critical Success Factors (CSFs)

We must provide efficient customer support and services to ensure quality customer service.

We must effectively enhance our marketing capabilities to attract a wide and diverse market.

We must provide integrated IS/IT systems to better support our staff so that business operations are run efficiently and smoothly.

We must improve and maintain our conference facilities up to world class standards to ensure clientele satisfaction and to build our reputation among local and international organisations.

We must improve communication between staff members to foster greater teamwork and interaction so that we can support our customers better.

We must streamline our processes with IS/IT to make our business agile and more proactive to changes in the external business environment as well as changes in technology.

We must provide continuous training and development of staff.

Quality rating (Q) Priority rating (P)

5 Needs no improvement A Most critical for improvement

4 Works well, room for minor improvement B Critical for improvement

3 Functions, several areas for improvement C Important for improvement

2 Process in place but not functioning D Other

1 Embryonic

Effort (E) is total person effort devoted to the process

Importance (C) is the number of critical success factors impacted by the process

CSF/BP priority grid (Step 4)

Number of

8

A

CSF impacts

7

8

B

6

2

C

5

3

1 6

D

4

10

4

3

5

11, 9

7

2

1

1

2

3

4

5

Process Quality Rating

Use different sizes of font to indicate big burner processes; bold to indicate processes most critical and critical for improvement

B.CCD Step 5

Deliverables: BP/IT Matrix, 3 improvement Projects

Business process/IT matrix (Step 5)

IS/IT Systems

Business process

1

2

3

4

5

6

7

8

9

10

Q

A8

Provide IS/IT Systems

A10

Prepare Business Plan & Communications

B2

Provide Conference Facilities

X

X

X

X

4

B3

Provide Customer Service

X

X

X

4

B5

Provide Human Resources

X

X

3

C1

Provide Accommodation

X

X

6

C6

Provide Housekeeping

X

X

2

C4

Provide Catering

X

4

C9

Coordinate Marketing Strategy

X

4

C11

Plan and Monitor Business Performance

X

X

5

D7

Provide Financial Operations

X

X

8

Business processes are listed in priority order. Crosses in the cells indicate that the system is used for that process.

The IS/IT systems as found by the audit are as follows:

Accounting System

Hotel Room Reservation System

Conference Management System

Publishing System

Budget Management

Human Resource System

Catering Management System

Complaints System

Administrative System

Equipment Management System

Quality of support rating

10 The IS/IT support is excellent; it covers all necessary elements of the process and all the interconnections between sub-processes within the process. Consistent data and IS/IT usage runs throughout the process.

8 The IS/IT support is generally good but some aspects could be improved, most of the interconnections between sub-processes are well supported and consistent and there are few gaps.

6 The IS/IT support is fair; most parts of the process are supported and there are clear and consistent guidelines for transferring data from one part of the process to another, even though, occasionally, this cannot be done electronically.

4 The IS/IT support is poor. Although there is some support for some parts of the process there are major gaps or areas where the support is inadequate and those parts which are supported do not, generally, link electronically to each other.

2 The IS/IT support is embryonic with a few elements of support only

0 There is no IS/IT support for this process.

Three (3) Improvement Projects

These are the most important projects that must be undertaken first in order to get the company on the right path to improvement. These three projects were determined by the comparing the priority rating of the business processes with their corresponding IS/IT support quality rating. Also analysed were the Critical Success Factors along with the IS/IT Opportunity list.

These projects in order of importance are as follows:

Ivory towers Improvement Project 1

Project Name: Network Upgrade and Improvement

Purpose and Description:

Currently the only network the company has caters for 3 computers and 1 printer. These computers are distributed among the General Manager, the Assistant General Manager and the Duty Manager with the printer being shared between the GM and the Duty Manager. The purpose of this project is to connect all departments of Ivory Towers to the network and is to be the foundation for future projects involving system integrations. Present hardware and software that are outdated would be replaced with new ones to lower the risk of incompatibility.

Processes Affected: All

Size: Medium – Cost £65,000, Workload 1 man year

Risk: Low (Medium size, Structured)

Timescale: Short – 6 to 8 Months

Constraints: Lack of IT support within the company. Network Administrator needed.

Ivory Towers Improvement Project 2

Project Name: IS/IT System Integration

Purpose and Description:

At Ivory Towers, there is a significant amount of duplication of effort due to the lack of integration between core processes. As a result, the company suffers from severe communication issues, high levels of data redundancy and degrade in quality of customer service. This project seeks to build upon the network previously implemented, by integrating system applications throughout the organisation.

Processes Affected: All

Size: Medium – Cost £70000, Workload, 2 man years

Risk: Medium (high size, high Structure)

Timescale: Medium – 8 mths to 1 year

Constraints: IT Project manager needed. Users not familiar with other applications may need training.

Ivory Towers Improvement Project 3

Project Name: Customer Relationship Management System

Purpose and Description:

In response to the need for better customer (as well as staff) support, this system seeks to enhance the relationship with customers through both the improvement of staff collaboration and sharing of information as well as focusing on customer support itself. It will also allow the General Manager to better handle complaints from both staff and customers. As part of this project, the website that John was working on would be brought online, a help desk is to be installed and certain software upgrades may be needed.

Processes Affected: All

Size: Large – Cost £150000, Workload 3 man years

Risk: Medium (Large size, Structured)

Timescale: Large – 1 year

Constraints: May have user resistance. Staff Involvement during implementation is mandatory.

B.CCD Step 6

Deliverables: IS/IT Strategic Intent, Complete list of improvement projects and their do-able action plans, Communication Procedures.

IS/IT Strategic Intent Statement

To maintain competitive advantage in the world wide market, Ivory Towers will strategically utilize its IS/IT resources to add value to its operations. As such, the IS/IT system will provide essential support to the organisation by integrating with its processes, enabling functions that add value to each functional area and thereby optimising organisational efficiency. The company would also use IS/IT to improve relationship with customers as well as discover new international markets. The conference facilities would provide the highest quality of conference equipment and its accommodation facilities improved to be second to none.

As an agile business, the company’s infrastructure must be streamlined and upgraded. As part of this, a CRM system would be implemented along with a website which would enable the company to support online booking and thereby increasing clientele.

Roles of IS/IT

At present, Ivory Tower’s IT infrastructure is limited to that of a few computers of which only three are networked. There is no IS/IT strategy and present systems are used in simple day to day activities. Some computer systems at the organisation are being used fairly effectively as in the case of the networked systems between 3 managers, while others as in the case with the housekeeper, and are rarely used productively. As an organisation dedicated to being forward thinking, management need to strategically utilize their systems within the business in a way that adds value to their business operations thereby improving the overall success of the organisation.

The role of IS/IT in Ivory Towers at present is, as a support infrastructure. However, as it stands currently, none of the current IS/IT systems at Ivory Towers are integrated, even though a number of Ivory Towers’ processes are interrelated with each other, for instance Conference booking and Hotel reservations. The formulation of an IS/IT strategy for Ivory Towers, would change IS/IT’s role to that of an infrastructure which not only supports, but also add value and optimises the processes within the organisation enabling them to achieve a competitive advantage. The organisation can benefit from, not only system integration but also improved customer support as well as enabling them to focus on new markets.

The new initiatives taken by the business seeks to build such a strategy involving the implementation of a CRM system, the implementation of a Human Resource Management system as well as making way for the organisation to become more internet based, will take them closer to their vision of being a world leader in hotel and conference facilities.

Technical Infrastructure

Hardware and Networks

Local Area Network Specifications:

Network Type - Ethernet

Network speed - Ethernet 100BaseT

Topology – Bus

Cabling – Co-axial cabling

Servers:

The servers recommended for use with all applications are the Dell PowerEdge M610 Blade Servers with RAID technology. Servers would be stored in a small room central to all departments in the organisation. The server environment (OS) should be Microsoft Windows Server 2003 or later.

Computer Systems:

The computer systems currently being used by Ivory Towers are low specification models that would need upgrading in order to work with this network. The minimum requirements for each computer system are as follows:

Intel Dual Core processor 2.0 Ghz with L2 Cache or AMD Athlon 64 X2 4000+ 2.1 Ghz Processor

2Gb DDR2 Memory

Windows XP or Later

250Gb Hard Drive SATA or IDE 5400rpm or better.

Microsoft Office 2003 or later

USB 2.0 Compatible

Standardization of Personal Computing Hardware, Networks.

All computer systems and networking equipment will be acquired from Dell. These should have a warranty period of at least 3 years minimum including parts and labour.

Software Build and Buy

All software would be purchased off the shelf. For system integration purposes, some systems may be purchased ‘bespoke’ or outsourced. The current Sage financial package would be upgraded to Sage 200 Finance, which would be perfect for a business this size. Antivirus and other security tools would be provided by Dell.

Standardization of Personal Computing Software

All systems must be using Windows XP Professional edition as well as Microsoft office 2003 or later in order to minimise the risk of compatibility issues. Microsoft Outlook would be used throughout the organisation as a mail client.

Data Distribution

Data is to be distributed over the Local Area Network throughout the organisation. However, different users would have different levels of access. Therefore users would only be able to access information in correspondence to their authorization level.

Data Sharing

The sharing of data is facilitated by the integration of systems over the local area network. Systems that benefit the most from this functionality are those which interact with each other such as the Accounting system, which may interact with the HR system for employee payroll information. The sharing of data via media devices such as USB flash-drives are allowed, however, certain file types are restricted from opening by system firewalls, unless they are accessed via an Administrator’s password. This is to protect against malicious software which may harm the system or spread throughout the network.

IS/IT Management

Restraining Policies:

Restraining policies would be implemented to prevent the invalid use of data or to prevent data corruption. These policies may include the use of password encryption, security policies and biometrics to protect system data. Disaster recovery plan policies may include periodic backing up of data in different locations.

Enabling Policies

All office furniture must be ergonomically designed and safe for extended use according to ergonomic standards. This is to prevent physical disorders related to overuse and poor ergonomics such as carpel tunnel syndrome.

Investment

It is to be expected, that the total investment to be made in these projects would be approximately £500k. The company has already received £20000 in funds from a government initiative and would most likely take a loan. This would most likely be in the organisation’s favour as its cash flow is healthy.

Outsourcing

Currently there are no IS/IT staff at Ivory Towers to facilitate the project. Therefore it may be necessary to outsource IS/IT specialists and staff to support this and other technical projects.

Training

Training would be necessary seeing that some staff members are not very computer literate. The importance of training is even more critical with systems being now integrated. Training may be done during workshop sessions just before implementation or during and after system implementation.

Ownership of Systems

#

Project

Owner

1

IS/IT System Integration

General Manager

2

Customer Relationship Management System

Duty Manager

3

HR Management System

General Manager

4

Upgrade Conference System

Conference Manager

5

Marketing System

Duty Manager

6

Catering

Catering Manager

7

Implement Broadband Internet

IS/IT Manager

Support of Systems: Functionally or Centrally

The network system and integrated IS/IT infrastructure would be supported by the IS/IT Manager as part of his routine operations. If there is a critical issue and the system damaged beyond his expertise, then the company would outsource the service.

Management Framework

To ensure the project’s success, a steering committee has been formed by the General Manager of which he is chair-person. They are required to meet every mid month to discuss the project’s progress. Members of this committee include the Conference Manager, the Duty Manager and the Assistant manager. The first order of business would be to appoint an IT manager to coordinate proceedings of all IT projects. The IT manager would be responsible for appointing team members who are to be involved in the project. However, he/she is required to meet with the committee periodically during the course of the project to discuss its progress. Outside of the meeting days, the conference manager would be the one who liaise with the IT manager to monitor progress.

System Portfolio

New Systems:

Customer Relationship Management System

HR Management System

Improved Systems:

Catering

Conference Equipment Management System

Accounting System

Room Reservation System

Administrative System

Redundant Systems

Publishing System

Complaints System

Budget Management

Communication Procedure

Management will call a meeting with staff once the IS/IT Strategy has been finalized. In this meeting, the General Manager will outline his plans to his staff and will allow them to voice their opinions which he will note. Management will then host meetings every month with senior members and stakeholders on progress Regular communication between staff and management is necessary for staff to highlight any issues or concerns they may have.

Communication may appear in the form of messages left on the bulletin board for staff to see or via memos and word of mouth. These methods of communication may have to do until the LAN is implemented. Once it is, email would be available to all staff, which would significantly enhance these procedures.

Ivory Towers Project Summary

No.

Projects

Size

Time

Constraints

Risk

Benefit

Sponsor

Project

Manager

Initial

Actions

1

Network Upgrade and Improvement

Med

6 - 8mths

Lack of skills, IS/IT Manager needs to be appointed

Low

Support for the Integration of systems

General Manager

IS/IT Manager

Appoint IT Manager

1

IS/IT Integration

Med

8mths to 1yr

IS/IT Manager needs to be appointed, Lack of Skills

Low

Enable data sharing, Improve Operational Efficiency

Conference Manager

IS/IT Manager

Appoint IS/IT Manager

2

Customer Relationship Management Sys

Lrg

1 year

Lack of Skills

IS/IT Manager needs to be appointed

Med

Enhance relationship with Customers, Promote employee collaboration, Better handle complaints

Duty Manager

IS/IT Manager

Appoint IS/IT Manager, Appoint Consultant

Dev. Staff

Assign Help Desk Manager

2

Human Resource Management System

Lrg

1 year

Lack of skills

IS/IT Manager needs to be appointed

Med

Better Manage Employees

Asst. General Manager

IS/IT Manager

Appoint IS/IT Manager,

Appoint Consultant

3

Upgrade Conference Facilities

Med

6 mths

Lack of skills

Low

Better Clientele Satisfaction

General Manager

Conference Manager

Firm up requirements.

3

Marketing System

Med

8 mths

Lack of skills

Low

Improve Marketing, Attract wider and more diverse markets

General Manager

Duty Manager

Appoint PR Consultant

4

Catering

Sm

4 mths

Lack of skills

IS/IT Manager needs to be appointed

Low

Support Catering

Catering Manager

IS/IT Manager

Appoint IS/IT Manager

5

Implement Broadband Internet

Sm

3 mths

Lack of Skills

Low

Support website, Enhance communication

Conference Manager

IS/IT Manager

Appoint IS/IT Manager

Ivory Towers Action Plan

Projects ->

Year/Month

Network Upgrade and Improvement

IS/IT Integration

CRM System

Human Resource Management System

Upgrade Conference Facilities

Marketing System

Catering

Implement Broadband Internet

10/02

Appoint IS/IT Manager

Firm up Requirements

10/03

Confirm Requirements

Review Current Specifications

Plan & Design

10/04

Produce Request to Tender Document

Plan & Design

Appoint Consultant

Procure Equipment

Appoint PR Consultant

Firm up Requirements

10/05

Detail Specifications

Plan & Design

Plan Infrastructure

10/06

Build

Plan & Design

Begin Requirements Analysis

Appoint Consultant

Build

Produce Request to Tender Document

Implement

10/07

Installation

Testing

Implement

10/08

Begin Requirements Analysis

Design & Build

10/09

Detail Requirements Specification

10/10

Implementation

Plan and Design

Testing

10/11

Detail Requirements Specification

Implementation

Source software

10/12

Testing

Plan and Design

11/01

Install and Test

11/02

Testing

Training

11/03

Implementation

11/04

11/04

Implementation