Group Assignment MGT300 Report PDF

Preview

Summary

COURSE CODE:MGT300 (INFORMATION TECHNOLOGY IN BUSINESS)GROUP:J4BA1174GGROUP ASSIGNMENT:CASE STUDY (GROUP 6)DUE DATE:15 JULY 2021PREPARED BY:NAME STUDENT IDNURUL NADIAH BINTI TALIB 2019807148SITI AISYAH BINTI SAIFOL BAHARI 2019292658NOOR ADRIANNA BINTI ZULKIFLI 2019292678NIK ANIS NAJWA BT NIK MOHD NA...

Description

COURSE CODE: MGT300 (INFORMATION TECHNOLOGY IN BUSINESS)

GROUP: J4BA1174G

GROUP ASSIGNMENT: CASE STUDY (GROUP 6)

DUE DATE: 15 JULY 2021 PREPARED BY:

NAME NURUL NADIAH BINTI TALIB SITI AISYAH BINTI SAIFOL BAHARI NOOR ADRIANNA BINTI ZULKIFLI NIK ANIS NAJWA BT NIK MOHD NAJMI NURUL NAJWA BINTI ZAHID

PREPARED FOR: MADAM RUQAIYAH BINTI AB RAHIM

STUDENT ID 2019807148 2019292658 2019292678 2019406344 2019260996

ACKNOWLEDGEMENT Primarily, we would like to express our outmost gratitude to Allah S.W.T as we managed to complete our group assignment with successfully by His guidance and blessings. Then, we would like to express our thankfulness to University Technology Mara (UiTM) Campus Pasir Gudang, Johor for giving us the opportunity to conduct this assignment. Next, we would like to express our heartfelt thanks to Madam Ruqaiyah Binti Ab Rahim, our Information Technology in Business (MGT300) lecturer for giving us this opportunity to carry out this assignment as well as giving us continuous great support and guidance to us for the whole semester of our assignment. Lastly, we would like to thank everyone involved and contributed directly or indirectly to our assignment, especially group members, as they have been shown their effort and initiative until we can complete this group assignment.

1|Page

TABLE OF CONTENTS CASE STUDY 1: IMPLEMENTING NEW INFORMATION SYSTEM IN RESTAURANT......3 PURPOSE.........................................................................................................................................4 QUESTIONS 1..................................................................................................................................4 QUESTION 2....................................................................................................................................5 QUESTION 3....................................................................................................................................5 CASE STUDY 2: AIRASIA INNOVATIVE SOLUTIONS...............................................................7 PURPOSE.........................................................................................................................................8 QUESTION 1....................................................................................................................................8 QUESTION 2....................................................................................................................................9 CASE STUDY 3: ADAPTABILITY – A MISSING INGREDIENT...............................................10 PURPOSE.......................................................................................................................................11 QUESTION 1..................................................................................................................................11 QUESTION 2..................................................................................................................................12 QUESTION 3..................................................................................................................................12 CASE STUDY 4: ELTEL NETWORKS: HOW TO CREATE SUSTAINABLE COMPETITIVE ADVANTAGES IN A COMPLEX AND CHALLENGING WORLD............................................14 PURPOSE.......................................................................................................................................15 QUESTION 1..................................................................................................................................15 QUESTION 2..................................................................................................................................15 CASE STUDY 5: HOW EXPEDIA USING WEB SERVICES TO PROVIDE CUSTOMER SERVICE...........................................................................................................................................17 PURPOSE.......................................................................................................................................18 QUESTION 1..................................................................................................................................18 SUMMARY........................................................................................................................................20

2|Page

CASE STUDY 1: IMPLEMENTING NEW INFORMATION SYSTEM IN RESTAURANT. A waiter takes an order at a table, and then enters it online via one of the six terminals located in the restaurant dining room. The order is routed to a printer in the appropriate preparation area; the cold item printer if it is a salad, the hot-item printer if it is a hot sandwich or the bar printer if it is a drink. A customer’s meal check-listing (bill) the items ordered and the respective prices are automatically generated. This ordering system eliminates the old threecarbon-copy guest check system as well as any problems caused by a waiter’s handwriting. When the kitchen run out of a food item, the cooks send out an ‘out of stock’ message, which will be displayed on the dining room terminals when waiters try to order that item. This gives the waiters faster feedback, enabling them to give better service to the customers. Other system features aid management in the planning and control of their restaurant business. The system provides up-to-the-minute information on the food items ordered and breaks out percentages showing sales of each item versus total sales. This helps management plan menus according to customers’ tastes. The system also compares the weekly sales totals versus food costs, allowing planning for tighter cost controls. In addition whenever an order is voided, the reasons for the void are keyed in. This may help later in management decisions, especially if the voids consistently related to food or service. Acceptance of the system by the users is exceptionally high since the waiters and waitresses were involved in the selection and design process. All potential users were asked to give their impressions and ideas about the various systems available before one was chosen. Source: Case study on MIS. Retrieved http://www.mbaknol.com/management-informationsystem/case-study-on-mis-information-system-in-restaurant

3|Page

PURPOSE In case study 1, the purpose of this case is the implementing new information system in the restaurant. Besides that, to know the system that be used in the restaurant. In addition, the technology that be used in the restaurant and how the technology works. How this technology makes people, workers and customer facilitate their works which is the waiters can easily take orders at the table via online one of the six terminals located in the restaurant dining room. Moreover, the waiters can give faster feedback to the customer and serve the good services to the customer when food is ‘out of stock’. This system also provides up-to-the minute information on the food items ordered. QUESTIONS 1 Explain the following terms: a)

Transactional processing system (TPS)

(3 marks)

Answer: Transactional processing system (TPS) is the cooks will send out an ‘out of stock’ message when the kitchen run out of a food item, which will be displayed on the dining room terminals when waiters try to order that item. Besides that, this gives the waiters give faster feedback and provide a better service to the customers. The system provides up-to-the-minute information on the food items ordered and breaks out percentages showing sales of each item versus total sales. b)

Online transaction processing (OLTP)

(3 marks)

Answer: Online transaction processing is the waiters takes the order and enters it online via one of the six terminals located in the restaurant dining room and the order is routed to a printer in the appropriate preparation area which the cold item printer if it is salad, the hot item printer if it is hot sandwich or the bar printer if it is a drink. In addition, the customers’ meal checklisting (bill) items ordered and the respective prices are automatically generated.

4|Page

c)

Online analytical processing (OLAP)

(2 marks)

Answer: Online analytical processing is the system also compares the weekly sales totals versus food costs, allowing planning for tighter cost controls. Besides that, whenever an order is void, the reasons for the void are keyed in.

QUESTION 2 Identify the previous operating system that has been used in this restaurant.

(2

marks) Answer: The previous operating system that has been used in this restaurant is the old three-carboncopy guest check system as well as any problems caused by a waiter’s handwriting. Besides that, the voids consistently related to food and services. QUESTION 3 Explain four (4) benefits of implementing new ordering system to the management based on the above case.

(10 marks)

Answer: The first benefits of implementing new ordering system to the management based on the case above is it would not cause a problem such as wrong information given by the waiter towards the kitchen that will prepare the food ordered by the customer. As example, customer’s meal check-listing (bill) the items ordered and the respective prices are automatically generated, this ordering system eliminates the old three-carbon-copy guest check system as well as any problems caused by a waiter’s handwriting. The second benefits is the customer will make a fast decision in ordering the menu and didn’t make other customer wait so long to make an order. As example, when the kitchen run out of a food item, the cooks send out an ‘out of stock’ message, which will be displayed on the dining room terminals when waiters try to order that item.

5|Page

The third benefits is it will help the management to choose which is the most famous menu and regular menu that will help in lowering the cost. As example, the system provides up-tothe-minute information on the food items ordered and breaks out percentages showing sales of each item versus total sales. The fourth benefits is this way will help the restaurant to choose which is the best system between those various system to use to provide the best system and design for the customer. As example, all potential users were asked to give their impressions and ideas about the various systems available before one was chosen.

6|Page

CASE STUDY 2: AIRASIA INNOVATIVE SOLUTIONS AirAsia is the leading low-cost carrier in Asia with over 165 routes covering destinations in Asia, Australia and Europe. Since its inception 10 years ago, the airline has flown over 140 million guests and grown its fleet from just two aircraft to 108. Complementing this is AirAsia X, the airline’s low-fare long-haul affiliated carrier that currently flies to destinations in China, Europe, Australia, Taiwan, Iran, Korea, Japan and New Zealand. AirAsia was named the World’s Best Low-Cost Airline in the annual World Airline Survey by Skytrax for five consecutive years since 2009.Although AirAsia X has revolutionized air travel in many ways, the airline is not about to rest on its laurels. Being in the competitive air travel industry, AirAsia X is always on the lookout for innovative trends to ensure customer satisfaction and maintain its global leadership position in low-cost aviation. In line with this, AirAsia X joined forces with Optiontown, the pioneer in dynamic travel options, to launch the Upgrade Travel Option (UTo) service in 2011. The UTo provides AirAsia X’s guests the opportunity to upgrade to AirAsia X’s Premium Flatbed seats. Options are dynamically priced and limited by flight to ensure a reasonable probability of successful upgrades. In 2012, AirAsia X again collaborated with Optiontown to introduce the Empty Seat Option (ESo), which provides its guests travelling in Economy the option of getting all three seats in a row for a nominal fee. These innovations are meant to boost customer satisfaction and enhance their flying experience.With the UTo, guests are able to enjoy continuous low fares as they have the option to purchase only what they require. Underlining this is the feedback from passengers which has been resoundingly positive as this service provides a clear comfort value for passengers. On top of that, the UTo has helped to significantly increase AirAsia X’s premium class load factor by over 22% and upgrade yield by over 60%. As for the ESo, it was expected to further increase the airline’s ancillary revenue stream by up to US$1 million in 2012. Source: Farah Waheeda, Jalaludin et. al. (2014). Information Systems: An Introduction. Oxford Fajar Sdn Bhd, Selangor. Pg:40.

7|Page

PURPOSE The purpose of this case study is to show that it is important to have a unique selling point in a company. This will make the company different from the other competitors. While other carrier companies focus on upgrading their quality, AirAsia dared to be different and innovated AirAsia X, the low-cost option for travelling. As a result, it is now, the leading lowcost carrier in Asia. QUESTION 1 State AirAsia Strategic implementation from Michael Porter’s Generic Strategies. How AirAsia

implement

the

strategic.

(10 marks) Answer: Porter’s Generic Strategies including three types of strategies, which are cost leadership, differentiation, and focus strategy. Air Asia, the low-cost airline industry giant had implemented this strategy. Air Asia had been well known as a low-cost producer. Air Asia had cut off free drinks and food for passenger in short flight. Cost leadership is a strategy that having lowest operational cost and lowest prices in the target market segment. The low-cost leader in any market gains competitive advantage from being able too many to produce at the lowest cost. Next is differentiation. Differentiation strategy is a strategy that differentiates the product by a firm from others in a same industry. It is to develop a product or service that is unique and valued by customers. Air Asia is also using differentiation strategy to developing ways to differentiate a company’s products and services from its competitors’ or reduces the differentiation advantages of competitors. Air Asia launch the Upgrade Travel Option (UTo) service in 2011. The UTo provides AirAsia X’s guests the opportunity to upgrade to AirAsia X’s Premium Flatbed seats.

8|Page

Lastly, focus strategy focuses on a narrow segment and within that segment attempts to achieve a competitive advantage. A firm using focus strategy enjoys higher degree of customer loyalty. AirAsia believes customers are loyal with the low fare, so it does not apply frequent flier miles program. There is also implementation of customer loyalty program and quality management. Other than that, UTo and ESo are also innovated to boost customer satisfaction and enhance their flying experience.

QUESTION 2 By implementing competitive strategy, discuss the advantages of the strategy from this case study.

(10 marks) Answer: Competitive advantage is when a product or service that an organization's customers place a greater value on than similar offerings from a competitor. By implementing the competitive strategy, Air Asia, the famous budget airline in Asia is “Low Cost”. Air Asia is the leading and largest low-cost carrier (LCC) in Asia. AirAsia aims to establish itself as a leading lowcost carrier in market by valuing its customers through cost advantages created by operational effectiveness and efficiency. More customers are able to fly taking into consideration the low fare charges as AirAsia capture segments of customers that previously could not afford the airlines' fare.

9|Page

CASE STUDY 3: ADAPTABILITY – A MISSING INGREDIENT Mrs. Field Cookies, a national chain of cookies stores, grew remarkably fast and successfully during the early 1980s. A key aspect of the company’s strategy was to provide expertise directly from the headquarters to every store. As the number of stores increased, the only feasible way to achieve such direction control was through the use of information systems that were designed the mimic the decision making of Mrs. Field herself. Decision making systems were placed in each store. The system would take input (such as the temperature, the day of the week, the date, and so forth), would process the data, and would provide, as output, information to each store manager about how many cookies of each type to bake each hour. In essence, the software provided each store manager with explicit directions for planning each day’s production, sales, and labor scheduling, along with inventory control and ordering. Because of the well-functioning computer systems, which in principles were systems designed to make Mrs. Fields’ tacit knowledge available to all stores, the company is able to successfully function with few managerial levels. However, as the market began to change the consumers became more health conscious; Mrs. Field was very slow to respond. In a sense, by embedding so much knowledge into systems that were incapable of adaptation, the organization tied itself to a certain way of doing things and failed to engage in knowledge creation. That is, it failed to pick up the signals to the environment, which might have suggested a change in strategy or product focus. By the early 1990s, the company had fallen bankruptcy. Source: Turban, E. et al (2008). Information Technology for Management (6th edition). Singapore: John Wiley & Son Inc. pp 417

10 | P a g e

PURPOSE The purpose of this case study is to describe the state of Miss Field’s in the operation of its cookies store also the organization, at first Miss Field was a woman and manager who took care of growing her business until she opened several new branches from her first branch, By incorporating various systems and knowledge of management technology systems, One day the system will no longer be able to operate as usual and will no longer be able to convey information to the manager in his store so that it becomes a problem and goes bankruptcy. Apart from the failure of the system to provide information to the manager, Miss field has also taken slow and inefficient action on the problems that occurred to the management system in her cookie store. Lastly, out of this ongoing problem, there is little suggestion that miss field in avoiding his store bankruptcy is to take early action after he finds out about his store’s technology system failing to float again. Moreover, he has to change to a more sophisticated technological system as compared to the old management system. QUESTION 1 A) Information technology Answer: Information technology is the use of computers to store or retrieve data and information. This IT is usually used in the business operations of a store or other merchants compared to personal or entertainment technology. IT is, considered to be part of the information and communication technology used personally by a person. B)

Tacit knowledge

Answer: Tacit knowledge is one that can refer to an attribute such as knowledge, skills, and abilities acquired from a person through existing experience and often incorporated into words or 11 | P a g e

communication, an example that can be attributed is a person able to identify the right moment to be ready to hear the tone of sales or knowing which parts of the content should be delivered to the customer based on the stated needs.

QUESTION 2 A) List 2 inputs and 1 output of the decision-making system mentioned in the case study. Answer: The two inputs in this case study are the first input is temperature and the second is date both of is inputs are intended to process data. Subsequently, then the output, in this case study there is 1 output that is stated, it is the output that provides info...