Case Study #1 Due date: April 26, 2021 HOTEL CASE STUDY In the lecture this week we focused on the need to collect data about the different processes in the organization. This data is collected at the operational level of the organization in the transaction processing system (TPS). It is the accumulation of the TPS data that feeds the Management Information System (MIS) and Decision Support System (DSS) that helps middle management to make decisions. At the senior level, the data accumulated from the MIS; the DSS and external data is feed into the Executive Support System to enable them to make decisions. Strategic Use executive support systems to plan for the long-term Use management information systems for routine decisions and decision support systems for non-routine decisions Tactical Use transaction processing systems to handle the day-to-day Operational activities in the business TODAY'S TASKS 1. Match the four different types of system to the correct definition. 2. Summarize the types of decisions made at each level for Hotel Plaza Nouveau, by making a table. TASK 1 - DEFINING DIFFERENT SYSTEMS IN BUSINESS Draw lines between the different types of system to match them to their definitions: a) "Information systems at the organization's 1) Executive Support System management level that combine data and (strategic) sophisticated models or data analysis tools to support 2) Management Information System (tactical) b) "Computerized systems that perform and record the daily routine transactions necessary to conduct the business; they serve the organizations operational 3) Decision Support System (tactical) c) "Information systems at the organization's strategic level designed to address non routine decision making through advanced graphics and communications. 4) Transaction Processing System (operational) d) "Information systems at the management level of the organization that serve the functions of planning, controlling, and decision making by providing routine summary and exception reports." Case Study #1 Due date: April 26, 2021 hotel reception TYPES OF DECISIONS IN HOTEL PLAZA NOUVEAU Read the case study HOTEL PLAZA NOUVEAU The Hotel Plaza Nouveau was a luxurious boutique hotel in West London. The hotel started out as a 20 bedroom boutique hotel, but recently relocated into a new building with 120 rooms. Pierre Larcont, the hotel manager, designed a unique that prides itself on providing excellent customer service with high- quality individually designed rooms and a top- class dining experience. However, since moving into the 120 room hotel, the reservations and recenti manager, Claudia Johnson has become It's not only Hotel Plaza Nouveau's reception that increasingly worried about the level of service. is struggling to cope, head chef Jacques Claudia Piorit explains, "When I had a smaller kitchen says, "When we had 20 rooms it was easy to with a capacity of 20 covers at a time, I could provide a quick check in with our registration ensure the quality of the meals and that they forms and folder of repeating customers. But were delivered quickly to the restaurant or on now, it can be chaotic, particularly at check out to room service. But now, I have more sous- time when everyone can arrive 5 mins before chefs and waiters, but I simply cannot do it check out time expires. The reception just can't all. There needs to be some division between cope with this high volume." She goes on to room service and covers in the restaurant, explain, "I used to have 3 receptionists and they cannot be responsible for both. My all knew what to do, I now have 6 and they don't reputation for excellence is at stake." Jacques is seem to understand the reser the reservation process, i also worried about the lack of variety, Jacques ended up with double-booked rooms and all I have no time to develop new specials or says, "I have no sorts of problems that I have to fix. I wish I had a changing menut compliments the season, time to sit down and make a clearer process I fear I will end up using the same menu for and train everyone, but at the moment, I have months and , but worst of all, I fear that too much to do making sure the customers are Nouveau is becoming like a chain hotel." Pierre Larcont is reception create er problems for house-keeping. deeply troubled by the teething troubles that "They seem to Hotel Plaza Nouveau is having, he concludes: have a clue which rooms are occupied and "Maybe scaling up the hotel was not a good which aren't. My ladies are running from idea. I'm scared I will my loyal customers. room to room trying to figure out which ones think we need a more efficient way of serving need a full service clean and which are our customers and monitoring our service. 1 occupied and need tidying. We're fed up of think for us to continue we need to think striping and re-making beds when the customer carefully about our processes and use is staying in the room. Claudia needs to sort this technology to help us know our customers and out; she just can't cope on reception at the serve our customers better." moment and is making more work for us." months, Hotel Plaza John Higham exp don't poor CASE STUDY QUESTIONS. Hotel Plaza Nouveau are struggling with expansion and are finding that becoming a larger business is more complicated. They don't have clear processes or a system to support their decision-making. Firstly, consider the different decisions they are making in the different parts of the business: Strategic Tactical Operational Summarize the types of decisions made at each level (top-level; tactical and operational) for Hotel Plaza Nouveau, by making a table. Case Study #1 Due date: April 26, 2021 Types of Decision Made Level of Decision Making Strategic Tactical Operational