The Royal Hotel
Questions to be discussed
Mains mistakes
How to fix
Main reasons for the failure
What's wrong?
Employees prefer old manual system
Employees lost interest to use the system
Solution: M-Tech’s Espresso! Rapid Response Solution
Reporting
reward employees
Preventive maintenance
PM center wizards
performing daily rounds
collecting plate information
start up: equipment, locations, employee information, load-leveled calendar
Sidekick on Symbol SPT 1700
barcode scan for each equipement
gather data in the field and performing daily rounds
walks engineers through each PM procedure step
identify recurrent problems
Quality Control
Rapid Response
Hotline command center
"the issue is resolved before a guest ever even notice", but How???
response
Question: the response time depends on the response person (technicien & engineer)...as before?
report to automated attendant
Analysis - 4 Components of IS system
Structure
Organizational Relationships
Reporting Configuration
Organizational Design
People
Need of Managers
Need of End users
Process
Explicit
Tacit
IT
affordance
Analysis - Organizational Change
Informate or Transform?
The Task
Make sure everything in hotel operates fine
Increase the level of service
About the hotel
Revenue & Profit
$ 30M
150 thousand guest/year
target client
Need the suite as a temporary office
24 hour business center, fitness center
entertainment centers, 3 restaurants, 1 coffee shop, suite dining
high-speed elevators
laundry service, shoe shine
fax, printer, copier, 2 line telephones, high speed Internet, TVs
stay for 3 to 6 days
Executive clientele visiting Manhattan on business
