Case Study 1: The Spring Breaks 'R' Us Travel Service

The Spring Breaks R Us Travel service (SBRU) is an online travel service that books springs break trips to resorts for college students. Students have booked spring break trips for decades, but changes in technology have transformed the travel business in recent years. SBRU moved away from having campus reps with posted fliers and moved to the web early on. The basic idea is to get a group of students to book a room at a resort for one of the traditional spring break weeks. SBRU contracts with dozens of resorts in key spring break destinations in Florida, Texas, the Caribbean, and Mexico. Its website shows information on each resort and includes prices, available rooms, and special features. Students can research and book a room, enter contract information, and pay deposits and final payments through the system. SBRU provides updated booking information, resort information updates and travel information for booked students when they log in to the site. The resorts also need access to information from SBRU. They need to know about their bookings for each week, the room types that are booked, and so forth. Before the spring break booking season starts, they need to enter information on their resorts, including prices and special features. Resorts need to be able to report and collect for damages caused by springbreakers during their stay. SBRU has recently decided to upgrade its system to provide Social Networking features for students. It is currently researching possibilities and collecting information from prospective customers about desirable features and functions. From the business stand-point, the idea is to increase bookings by enhancing the experience before, during, and after the trip. [Source: Satzinger, John W., Jackson, Robert B., 2016, Systems Analysis and Design in a Changing World, 6th Edition (Page 194-195)] As a senior project manager for SBRU, it is your responsibility to achieve customer satisfaction and manage stakeholder relationship. Answer the following questions on SBRU stakeholders: For each written question, provide a response of approximately a half () page.

Question 7. a) Identify the stakeholders for SBRU?

b) For each the stakeholders identified, what aspects of the SBRU booking system are of particular interest? [5 Marks]

c) Describe the process that you would follow to achieve SBRU stakeholder satisfaction. [5 Marks]

d) Why is it important to consider stakeholder satisfaction from a project management point of view?