Improved Operations Management Project

A hotel chain called LenCrafte seeks to use contemporary technologies to modernize their business systems. The company wants to replace its outdated systems with digitally automated ones. It is necessary to put in place a system that will monitor company operations across the entire organization. The idea is that the system will make it possible to do activities more quickly, while also enhancing information and cost control. To handle the increased demands, the system entails improving the existing one. As a result, it will take a large team to execute on the firm's expectation within the allotted time and within the allotted money. However, since the LenCrafte does not intent to retain the team used in the development of the system, it is wise to outsource the services of a system contractor that will develop the system working together with a consultant that will also be outsourced and hotel information officer. The steering committee will be formed by three people that will be responsible for overseeing the project from the start to the end. The system will consist of the system analyst who will be the project leader, head of the information system in the hotel who shall be a representative of the user firm and the development contractor representative (Adamsen, 2000). The system developer will be contracted to develop the system as it will be agreed by the steering committee while the system analyst will be a consultant that is tasked with regular review of the firm thus not an employee of the firm. The representative of the hotel shall be an existing full-time employee of the firm.









Operations Management Improvement Project

The steering committee is tasked with reaffirming the current process that needs improvement. As such, they attest that the proposed aspects are the ones that need to be improved. Also, the steering committee will be tasked with preparing the problem statement that will take the shape of the terms of reference. Moreover, the steering committee is tasked with the responsibility of steering the system development throughout the six months durations that the project will be in progress. Management cooperation with the development team is critical in ensuring the success of the project. As such, the steering committee will work with the project manager to ensure that the project is developed according to the expectation of the management as dictated by the organization needs. (Chang, 2006).Therefore, the steering committee will be the interface between the project development team with the organization management. The steering committee will also solve the problems that may arise due to the conflicts that may emerge during the development of the system. In order to ensure the conflict are amicably resolved, the steering committee will have the ability to direct, control and monitor the system development thus becoming the highest authority in the development process that is directly answerable to the project development manager. Moreover, the decision to use a contractor ensures that the development process is consistent since it is developed by one contractor thus ensuring smooth continuity at different stages of the development process. (Chang, 2006).

The project will use the system management officer within the organization. The official will team up first with the system analyst (information system consultant) in educating the contractor on the specifics that they need to develop the new system. As such, they will define the new system to be developed by the contractor. The contractor will develop the new system to completion under the supervision of the system analyst and hotel information officer. The consultant and system analyst must be extensively experienced in system review, redesign, development and implementation in order to serve the interest of the hotel. Furthermore, the system analyst should have the capability to train and supervise such a system in order to improve on the success of the system. The official representing the hotel is expected to have an understanding of the system since he will assist in the training of the officials after the system analyst contract has expired. At the same time, he will be the contact person in the future.

Funding (Budget Expenditure)

Work type

Budgeted Pay

Project Manager

$ 50,000.00

Hotel Information Officer

$ 30,000.00

System Analyst (Consultant)

$ 100,000.00

System Development Contractor

$ 320,000.00





Total

$ 500,000.00

Recommendations on Systems Implementation Approach

From the discussions on the possible approaches to systems implementation it is clear that the direct cutover and parallel operation approaches alone are not appropriate for the LenCrafte Hotel systems implementation project because of the combination of high risk and high cost inherent with the two methods. With the direct cut over approach, if there are failures in the new system, there is no fallback system and this can lead to loss of data. Serious disruptions to operations must also be expected because the risks and potential exposure of the new system to failure are real. The parallel approach on the other hand is a very expensive approach because of redundancy costs. In the case of LenCrafte hotels reservation systems upgrade, an approach for the SDLC has to be selected on the basis of the scope as well as the complexity of the system changes and the level of risk that the organization is willing to take. (Jin, 2012).

The phased approach is the most appropriate strategy for this case. The implementation of the website and reservations modules should be carried out one at a time. It is recommended that the implementation should begin with the core system functions which are required for day to day operations. Other modules and functionalities can be gradually implemented with each subsequent phase. A phased approach for implementing the LenCrafte hotels reservations system will increase the speed of adoption, and will enable the organization’s system to be up and operational much more quickly and with far less disruption to their operations. The phased approach takes into account the system implementation life cycle, which consist of distinct phases in which The LenCrafte hotels organization will carry out their system implementation. (Jin, 2012).

Since in the phased approach every section of the project phases is identified with the functionality the phases being carefully specified. This means that each of the requirements for the project is put into consideration so as to avoid implementing short-term solutions which come with project dead ends. As a result, system implementation approach becomes much more fault tolerant with the ability of handling increased traffic and new media. Each project phase in the reservation and website project is specified and requirements defined only when the requirements of the previous phase has been fulfilled, with each subsequent phase profiting from gradually increasing knowledge of the system from the experience with previous successful phases. This will enhance customer service levels as the learning of the system operations will be gradual and easy.

Because in a phased approach specifications become continuously clearer, the system will grow constantly and consistently better with the ability to be re-designed to any specification including the style and appeal, compatibility with handheld devices and notifications. Implementation of the system in phases also enables the organization to seek and obtain their customers feedback and response to each new module and functionality leading to increased system adaptability and customer satisfaction. The common understanding as well as confidence between the hotel chain and their customers will also become constantly better with each implementation phase because clearly outlined and complete milestone, which is put into operational use by the hotel’s customers who can also provide feedback for both the previous and subsequent stages. The service level is also greatly enhanced because the system is operationally useful as soon as each module is implemented because of the seamless transition.

Conceptualize and Initialize Project

1.1 Prepare a situation analysis

1.1.2Determine what the requirements are via stakeholders

1.1.3Understand current methods in order to improve and add business value

1.2 Prepare a stakeholder analysis and engage stakeholders

1.2.1Who holds the resources?

1.2.2Who makes the decisions?

1.3 Develop a theory of change

1.3.1The issue is they have no current system. Old school pen and paper method is effective, but slow and outdated.

1.3.2Team brainstorming to determine not only what will work, but what will work best:

1.3.3 Identify obstacles and order of presidence ,including training on the new system and the transfer period.

1.4 Prepare the project concept document:

LenCrafte, a hotel chain wants to upgrade their business systems using modern technologies. The company intends to change from the old systems into digital automated business systems. A system has to be implemented which will track the business processes all through the organization. The concept is that the system will enable more efficient tasks completion while improving information as well as cost management. The system involves upgrading the current system in order to accommodate the additional demands. We have a 12 month timeline for this project and the implementation cost is $775,000. With this system potentially completing up to 90% off the tasks, it will free up manpower for other areas of business.

2.1Schedule:

12 month timeline; this will provide us with ample time to determine what exactly will help them add value, and to implement it correctly.

2.2 Budget

2.2.1 $775,000. We want to effectively communicate in order to stay within our timeline and to keep our budget manageable.

2.3 Objectives

2.3.1Get clearly specified requirements while explaining what we can and cannot deliver

2.3.2Ensure the stakeholders know what they’re asking for and will be receiving

2.3.3Implement an effective automation system to update from old fashioned ways

2.3.4 -Provide continued training and technical support

3.0 Analysis Design

3.1 System Design Recommendations

3.1.1 Re-engineering business processes to fit software

3.1.2 Interactive prototyping

3.1.3 Extensive user involvement

3.2 Requirement Analysis

3.2.1 Select the models, processes, and information to be supported

3.2.2 Address configuration issues

3.3 Alignment with Organizational Goals

3.3.1Data ownership and management

3.4 Best Practice Guidance

3.4.1 Best practices Methodology

3.5 Expert functional Review

3.5.1 Build interfaces

3.5.2 Documentation review

3.5.3 User training

3.6 Expert Technical Review

3.6.1 Reporting

3.6.2 Testing

6.0 Construction- Human Resources System

6.1 Recruitment

6.1.1 Interview Question

6.1.2 Selection Criteria

6.1.3 Position Description

6.1.4 Basic AD Format

6.1.5 Phone Interview Sheet

6.1.6 Recruitment Request

6.1.7 Thank you for your application

6.1.8 Recruitment Process

6.2 Employment

6.2.1 Contracts

6.2.2 Letter of Offer

6.2.3 Personnel Form

6.2.4 Commencement Form

6.2.5 Fair Work Information

6.2.6 Uniform Order Form

6.2.7 Induction Checklist and Process

6.2.8 Induction Sign Off

6.3 Position Descriptions

6.3.1 Template for consistency

6.3.2 Address key selection criteria

6.3.3 Key Responsibility

6.3.4 Tasks

6.3.5 Accountabilities

6.3.6 Sign off understanding

6.3.7 Data and version no.

6.4 Performance Management

6.4.1 Process to follow

6.4.2 Disciplinary action procedure

6.4.3 Documented evidence

6.4.4 Template for verbal warning, first, second, final

6.4.5 Termination letter

6.4.6 Understanding of business code

6.5 Performance Reviews

6.5.1 Performance review template

6.5.2 Rating sheet

6.5.3 Performance review process and policy

6.5.4 Training for managers to undertake the process

6.5.5 Follow up check list

6.5.6 Training needs analysis

6.5.7 Action plan

6.6 Training

6.6.1 Training needs analysis

6.6.2 Compliance training matrix

6.6.3 Training record/database

6.6.4 Training request form

6.7 Remuneration and Benefits

6.7.1 Understanding of salary bands

6.7.2 Marketing approach to “why” your business

6.7.3 Flexible work practices requirement

6.7.4 Record of changes

6.7.5 Way to communicate and approve internally

6.8 Termination

6.8.1 Termination letter

6.8.2 Termination process

6.8.3 Return of items checklist

6.8.4 Letter of resignation template

6.8.5 Redundancy checklist

6.8.6 Notice periods table

6.8.7 Exit interview questionnaire

6.9 Policies and Procedures

6.9.1 Polices to cover important aspects of work

6.9.2 Company car

6.9.3 Mobile phone use

6.9.4 Drug and alcohol policy

6.9.5 Telephone policy

6.9.6 Flexible work arrangements

6.9.7 Taking leave

6.9.8 Parental leave

6.9.9 Paid parental leave

7.0 Construction- Vendor Managed inventory

7.1 Order Management

7.2 Asset Tracking

7.3 Service Management

7.4 Product Identification

8.0 Testing

8.1 Requirement analysis

8.2 Test Planning

8.3 Test Developing

8.4 Test Execution

8.5 Test Reporting

8.6 Test result analysis

8.7 Defect retesting

8.8 Regression testing

8.9 Test closure

9.0Implementation

9.1 Decision for phased process

9.2 Payroll System training with HR

9.2.1 Payroll system goes live HR tasks are cut and report minimal requirements to outsourced services

9.3 Databases created initialized for internal and external systems

9.3.1 System training with staff, and processes covered with vendors

9.3.2 Workshop with suppliers to come up with appropriate levels for supply reporting and automatic replenishment.

9.4 Point of sale systems purchased

9.4.1 Systems installed and configured to the local network

9.4.2 User training workshops conducted.

10.0 Closure

10.1 Demonstrate deliverables meeting specifications outlined in start of project.

10.2 Obtain project sponsors acceptance of project

10.3 Final Report

10.3.1 Presentation for key stakeholders created and sent out prior to meeting.

10.3.2 Final presentation conducted, answers to questions.

10.4 Final signatures from organization for official closure.

11.0 Evaluation

11.1 Project manager conducts individual reviews with each team member.

11.1.1 Feedback from each team member after review is completed.

11.2 Post Mortem review of the project as a whole from start to finish.

11.2.1 Lessons learned from project are documented for records keeping.

11.3 External audit of the whole project from an individual reviewer.





Work Breakdown Structure









References

Adamsen, P. (2002). A framework for Complex System Development. Boca Raton: CRC Press.



Chang, J. (2006). Business Process Management Systems: Strategy and Implementation. Boca Raton, FL: Auerbach Publications.

Jin, D. (2012). Advances in Computer Science and Information Engineering. Berlin: Springer.