The Royal Hotel
About the hotel
target client
Executive clientele visiting Manhattan on business
stay for 3 to 6 days
Need the suite as a temporary office
Revenue & Profit
150 thousand guest/year
$ 30M
The Task
Increase the level of service
Make sure everything in hotel operates fine
Analysis - Organizational Change
Informate or Transform?
Analysis - 4 Components of IS system
IT
affordance
Process
Tacit
Explicit
People
Need of End users
Need of Managers
Structure
Organizational Design
Reporting Configuration
Organizational Relationships
Solution: M-Tech’s Espresso! Rapid Response Solution
Rapid Response
report to automated attendant
response
Hotline command center
Quality Control
Preventive maintenance
identify recurrent problems
Sidekick on Symbol SPT 1700
PM center wizards
Reporting
What's wrong?
Employees lost interest to use the system
Employees prefer old manual system