Case Study - DreamTours is a travel Agency. The company offers a variety of tour packages to the general
public. Tour packages are offered according to their destination, duration (eg: number of days)
and itineraries. - By Hansa Edirisinghe
Effect of Functional Service Quality on Customer Satisfaction and Image and t...inventionjournals
ABSTRACT: This study aim is to investigate the effect of functional service quality on customer satisfaction and corporate image as well as its impact on loyalty intention. The study is conducted on all hotels in Malang City and Batu City. The sample used is the consumer in 11 three-star hotel in Malang City and Batu City with total samples used are312respondents. Data is collected by questionnaire. Data analysis is performed using Structural Equation Model (SEM) with GESCA as analysis tools. Research findings show that Functional Service Quality significant has significant effect on customer satisfaction and corporate image. Functional Service Quality also has significantly effect the loyal intentions. Corporate image significantly affect on customer satisfaction and loyal intentions. Customer satisfaction affect insignificantly on loyal intentions.
Dear students, get latest Solved NMIMS assignments and case study help by professionals.
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This presentation was used as part of the collaborative work environment designed for delivering a workshop about SSM for group problem solving in the IAF - International Association of Facilitators - European Middle East and Africa, Regional Conference 2014.
A novel methodology for task distributionijesajournal
Modern embedded systems are being modeled as Heterogeneous Reconfigurable Computing Systems
(HRCS) where Reconfigurable Hardware i.e. Field Programmable Gate Array (FPGA) and soft core
processors acts as computing elements. So, an efficient task distribution methodology is essential for
obtaining high performance in modern embedded systems. In this paper, we present a novel methodology
for task distribution called Minimum Laxity First (MLF) algorithm that takes the advantage of runtime
reconfiguration of FPGA in order to effectively utilize the available resources. The MLF algorithm is a list
based dynamic scheduling algorithm that uses attributes of tasks as well computing resources as cost
function to distribute the tasks of an application to HRCS. In this paper, an on chip HRCS computing
platform is configured on Virtex 5 FPGA using Xilinx EDK. The real time applications JPEG, OFDM
transmitters are represented as task graph and then the task are distributed, statically as well dynamically,
to the platform HRCS in order to evaluate the performance of the designed task distribution model. Finally,
the performance of MLF algorithm is compared with existing static scheduling algorithms. The comparison
shows that the MLF algorithm outperforms in terms of efficient utilization of resources on chip and also
speedup an application execution.
Effect of Functional Service Quality on Customer Satisfaction and Image and t...inventionjournals
ABSTRACT: This study aim is to investigate the effect of functional service quality on customer satisfaction and corporate image as well as its impact on loyalty intention. The study is conducted on all hotels in Malang City and Batu City. The sample used is the consumer in 11 three-star hotel in Malang City and Batu City with total samples used are312respondents. Data is collected by questionnaire. Data analysis is performed using Structural Equation Model (SEM) with GESCA as analysis tools. Research findings show that Functional Service Quality significant has significant effect on customer satisfaction and corporate image. Functional Service Quality also has significantly effect the loyal intentions. Corporate image significantly affect on customer satisfaction and loyal intentions. Customer satisfaction affect insignificantly on loyal intentions.
Dear students, get latest Solved NMIMS assignments and case study help by professionals.
Mail us at : help.mbaassignments@gmail.com
Call us at : 08263069601
This presentation was used as part of the collaborative work environment designed for delivering a workshop about SSM for group problem solving in the IAF - International Association of Facilitators - European Middle East and Africa, Regional Conference 2014.
A novel methodology for task distributionijesajournal
Modern embedded systems are being modeled as Heterogeneous Reconfigurable Computing Systems
(HRCS) where Reconfigurable Hardware i.e. Field Programmable Gate Array (FPGA) and soft core
processors acts as computing elements. So, an efficient task distribution methodology is essential for
obtaining high performance in modern embedded systems. In this paper, we present a novel methodology
for task distribution called Minimum Laxity First (MLF) algorithm that takes the advantage of runtime
reconfiguration of FPGA in order to effectively utilize the available resources. The MLF algorithm is a list
based dynamic scheduling algorithm that uses attributes of tasks as well computing resources as cost
function to distribute the tasks of an application to HRCS. In this paper, an on chip HRCS computing
platform is configured on Virtex 5 FPGA using Xilinx EDK. The real time applications JPEG, OFDM
transmitters are represented as task graph and then the task are distributed, statically as well dynamically,
to the platform HRCS in order to evaluate the performance of the designed task distribution model. Finally,
the performance of MLF algorithm is compared with existing static scheduling algorithms. The comparison
shows that the MLF algorithm outperforms in terms of efficient utilization of resources on chip and also
speedup an application execution.
Tolling System Architecures RTIC Conference 2008rupertbrown
A presentation on how to develop the architecture for a road tolling system. Includes the use of a rich picture and various architectural models. Presented at the RTIC 2008 conference.
AN UPDATED REVIEW ON THE CONVENTIONAL AND UNCONVENTIONAL RICH PICTURE BUILD...American Research Thoughts
Abstract: The topic of rich picture building exercise (RPBE) comes from the Soft Systems
Methodology (SSM) of P.B. Checkland in the early 80s. Since then, it has been studied and reported
in the academic literature. The recent academic works inspires the writer to review this topic and
argues that the mainstream study on RPBE can be considered as a conventional RPBE. The paper
then points out that there is also an unconventional RPBE which has been neglected in the academic
community. It reasons that the unconventional RPBE is also useful to express the proble m situation,
which is what stage 2 of the conventional SSM is all about. The unconventional RPBE can be
conducted either solely or as a complementary exercise with the conventional RPBE. A number of
RPBE options are identified in the discussion. The paper is intended to contribute to the theoretical
development of the RPBE.
The case study brings to highlight the effective use of social media for Lakme premier event Lakme Fashion Week. Using various social media platforms, the brand created an astonishing high level of buzz and participation. The campaign has helped the brand build its core mktg values
Design science, systems thinking and ontologies summary-upward a-v1.0Antony Upward
For my York University / Schulich School of Business Graduate Degree in Environmental Studies / Graduate Diploma in Business and the Environment.
This presentation describes the sources of my epistemological and hence methodological approach, and then presents an overview of my research design.
I note SlideShare doesn't do a very good job of the PowerPoint animations which makes some of the slides more comprehendable - so suggest you download it. Also allows you to see the speakers notes on many of the slides.
My methodology will be fully written up in my final thesis document.
For more details about the background on Strongly Sustainable Business Models please see http://slab.ocad.ca/SSBMs_Defining_the_Field and http://www.EdwardJames.biz/Research.
If you would like to know something more about the content of my work - the Strongly Sustainable Business Model Ontology - please contact me
A Business Review of E-Retailing in IndiaWaqas Tariq
Abstract As a professor in computer science I am very much interested in training my students in e-Commerce and prepared myself for an in depth research in this area and to present a quick journal about e-Retailing concepts / framework, how an organization can start e-Retailing business quickly? Its Pro’s & Con’s, how to make the e-Retailing venture successful? How retailers should plan / experience to achieve varying success by leveraging the internet technology? How to incorporate traditional retails practices with Internet technology? And strive for success in India. How internet is used by users and its use for online shopping. It serves a s a best article for all the readers across the globe. Keywords: E-Retailing in India, e-tailing, E commerce, Online store, retail, e business
Becoming a Product Entrepreneur by Zalando Sr PMProduct School
Main Takeaways:
-Research-driven action - The importance of listening to the customers
-Finding your USP - What can you do better than the competitors?
-Launch fast & keep improving - Reduce the time to get customer feedback.
Tolling System Architecures RTIC Conference 2008rupertbrown
A presentation on how to develop the architecture for a road tolling system. Includes the use of a rich picture and various architectural models. Presented at the RTIC 2008 conference.
AN UPDATED REVIEW ON THE CONVENTIONAL AND UNCONVENTIONAL RICH PICTURE BUILD...American Research Thoughts
Abstract: The topic of rich picture building exercise (RPBE) comes from the Soft Systems
Methodology (SSM) of P.B. Checkland in the early 80s. Since then, it has been studied and reported
in the academic literature. The recent academic works inspires the writer to review this topic and
argues that the mainstream study on RPBE can be considered as a conventional RPBE. The paper
then points out that there is also an unconventional RPBE which has been neglected in the academic
community. It reasons that the unconventional RPBE is also useful to express the proble m situation,
which is what stage 2 of the conventional SSM is all about. The unconventional RPBE can be
conducted either solely or as a complementary exercise with the conventional RPBE. A number of
RPBE options are identified in the discussion. The paper is intended to contribute to the theoretical
development of the RPBE.
The case study brings to highlight the effective use of social media for Lakme premier event Lakme Fashion Week. Using various social media platforms, the brand created an astonishing high level of buzz and participation. The campaign has helped the brand build its core mktg values
Design science, systems thinking and ontologies summary-upward a-v1.0Antony Upward
For my York University / Schulich School of Business Graduate Degree in Environmental Studies / Graduate Diploma in Business and the Environment.
This presentation describes the sources of my epistemological and hence methodological approach, and then presents an overview of my research design.
I note SlideShare doesn't do a very good job of the PowerPoint animations which makes some of the slides more comprehendable - so suggest you download it. Also allows you to see the speakers notes on many of the slides.
My methodology will be fully written up in my final thesis document.
For more details about the background on Strongly Sustainable Business Models please see http://slab.ocad.ca/SSBMs_Defining_the_Field and http://www.EdwardJames.biz/Research.
If you would like to know something more about the content of my work - the Strongly Sustainable Business Model Ontology - please contact me
A Business Review of E-Retailing in IndiaWaqas Tariq
Abstract As a professor in computer science I am very much interested in training my students in e-Commerce and prepared myself for an in depth research in this area and to present a quick journal about e-Retailing concepts / framework, how an organization can start e-Retailing business quickly? Its Pro’s & Con’s, how to make the e-Retailing venture successful? How retailers should plan / experience to achieve varying success by leveraging the internet technology? How to incorporate traditional retails practices with Internet technology? And strive for success in India. How internet is used by users and its use for online shopping. It serves a s a best article for all the readers across the globe. Keywords: E-Retailing in India, e-tailing, E commerce, Online store, retail, e business
Becoming a Product Entrepreneur by Zalando Sr PMProduct School
Main Takeaways:
-Research-driven action - The importance of listening to the customers
-Finding your USP - What can you do better than the competitors?
-Launch fast & keep improving - Reduce the time to get customer feedback.
Sales Management System for ABC Company ANISUR RAHMAN
In this project based research an effort has been made to explore the different aspects of Sales management along with Management Information System. Various dimensions of the scope of sales related Management System have been studied in this project. Initiative has been taken to explore the field where competent management can comply properly.
The key task of this project is to be sensitized and familiarized with Management concepts and its effect on Sales Management System of relevant Company. In this project it has been tried to build a uncomplicated multidimensional Database Management System. It has also been tried to make an analytical Processing Cube with a view to illustrate how to utilize Sales Management System software.
The final component the of this project’s goal is to make certain that in which way the relevant company can get benefitted by utilizing Sales Management.
1 BUS B899F Assignment 1 Date due 28 November 2019.docxjeremylockett77
1
BUS B899F Assignment 1
Date due: 28 November 2019 (Thursday) 5 December 2019
Weighting: 5% of the total marks for this course
Length: You are advised to write no more than 3,000 words for this assignment.
Important note:
a. As a mechanism to maintain academic integrity, students are required to
submit both hard and soft copies of their assignments as below:
i. Submission of soft copy
Students should upload the Originality Report, which is downloaded after
processing by the Turnitin, to the OLE of the course by 6:00 pm on the
submission due date. The Originality Report uploaded to the OLE should
be in pdf format, contains the content of the student’s assignment, the
results of an originality check with highlight of matching text. The user
guide of Turnitin is available on the OLE for reference.
Students should upload a soft copy of the assignment to the OLE of the
course by 5:00 pm on the submission due date. Files uploaded to the OLE
should be prepared in Microsoft Word. Please refer to the quick start
guide for submission of assignments to Turnitin.
ii. Submission of hard copy
Students should put a hard copy of the Turnitin Originality Report, in the
collection box on 8/F in Block A or 7/F in Block B by 6:00 pm on the
assignment due date.
iii. 10% of the marks awarded to the assignment will be deducted for each
day it is overdue until both hard and soft copies are submitted the soft
copy is submitted.
Students are allowed to upload their work in Turnitin once per
assignment. Please don’t upload the work to Turnitin in the last minutes
as it takes time to generate the Originality Report. Students must ensure
that the content of both the hard and soft copy are identical. In case of
discrepancies between the two copies, only the hard copies of your
assignment with the Turnitin Originality Report will be graded and
returned.
b. Please include a word count at the end of your assignment. Please note that
the tutor is given the discretion to deduct marks for exceeding the word limit
2
or to disregard the content after the word limit is reached.
3
Tasks: (100 marks)
Before you write this assignment, please consider some issues relating to
business ideas, including formulating a business idea; exploring and clarifying
the possible problems associated with the idea; and evaluating the idea.
This assignment should include business proposal sections 2-4 (see the appendix
for details):
1. Introduction, including the reader to your business idea and preview of
content of the proposal; (20 marks)
2. Company overview, including company profile/proposed organization, and
the mission, vision and goals of the business; (30 marks)
3. Proposed business, including purposes and values of the business, proposed
product/service, target customer, core competences for achieving the
business goals etc. (50 marks)
Points of Ad ...
Improve Service Quality Through Enterprise Feedback ManagementSpectos GmbH
How are companies improving their service quality with enterprise feedback management systems? Spectos has compiled a list of tips and hints about how to improve company performance by measuring customer satisfaction.
Becoming a Product Entrepreneur by Zalando Sr PMProduct School
Main Takeaways:
-Research driven action - The importance of listening to the customers
-Finding your USP - What can you do better than the competitors ?
-Launch fast & keep improving - Reduce the time to get customer feedback.
Today there is a lot of buzz around customer experience. Many companies have realized that investments in customer experience improvement is important not just because it helps to boost the bottom lines of their businesses but because it takes at least 4 to 6 times more cost to acquire a new customer than to retain an existing customer.
o enable a superior customer service experience in the multi-channel environment services and communication must be consistent and identical offers need to be made available to the same customer via different channels. Banks that can achieve this can expect a higher customer engagement. To make this happen Banks (Issuers) need to re-look at their operating models to make it leaner and more meaningful for their customers. Effectively, the times are a changing and the Banks need to keep up with changing playing field.
Enhancing Customer Experience through Loan Origination System (1).pdfHabile Technologies
Guaranteeing a spectacular customer experience, CloudBankIN allows lenders to i) Automatically disburse loans within 2 minutes, ii) Disburse low ticket loans without any human intervention, iii) Capture the right user data and manage heavy-duty documentation with ease.
Case Study - After establishing a reputation in the Arts and Design Markets, the Singapore Arts Academy (SAA) considers expanding and investing into a new Multimedia department and courses by setting up campuses around Asia pacific region. - By Hansa Edirisinghe
DATABASE DESIGN AND MANAGEMENT - By Hansa EdirisingheHansa Edirisinghe
CASE STUDY - ABC, a multinational hypermarket based in Singapore, is intending to implement an online ordering and delivery system. To do this, it needs to design and build a database with the following functional requirements: - By Hansa Edirisinghe
TECHNOLOGY ADOPTION - Analyse the diffusion of innovation of Smartphone techn...Hansa Edirisinghe
This assignment in its task one attempts to analyze the diffusion of innovation of Smartphone technology using Geoffrey A Moore’s model contributed to Technology Adoption Life Cycle and under the Task two, a leading Human Resource solution provider hSenid Software International has been selected to analyze their adaption to Cloud Computing. - by Hansa Edirisinghe
Legal Applications in Technology - Analyze the legal and professional impact ...Hansa Edirisinghe
The preliminary objective of this research is to analyze the legal and professional impact of patent transfer within a typical commercial setting. In the process the researcher provides a basic understanding about the patent license, the rights belongs to patent owner and how the patent owner can use his/her rights under the legal setting. - By Hansa Edirisinghe
Legal Applications in Technology - Analyze the legal and professional impact ...Hansa Edirisinghe
Legal Applications in Technology - Analyze the legal and professional impact of Transfer of Patent license within a typical commercial setting - By Hansa Edirisinghe
INFORMATION SECURITY MANAGEMENT - Critique the employment of ethical hacking ...Hansa Edirisinghe
This report discuses the employment of ethical hacking through a disciplined, systematic analysis as a way of reviewing and strengthening the security of information systems. The preliminary objective of this study is therefore to understand the concept of Ethical Hacking. - By Hansa Edirisinghe
Information Security Management - Hansa EdirisingheHansa Edirisinghe
The presentation for "Critique the employment of ethical hacking as a way of reviewing and strengthening the security of information systems" prepared by Hansa Edirisinghe. (MSc IT - Cardiff Metropolitan University, UK
)
How to Add Chatter in the odoo 17 ERP ModuleCeline George
In Odoo, the chatter is like a chat tool that helps you work together on records. You can leave notes and track things, making it easier to talk with your team and partners. Inside chatter, all communication history, activity, and changes will be displayed.
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
A workshop hosted by the South African Journal of Science aimed at postgraduate students and early career researchers with little or no experience in writing and publishing journal articles.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
The simplified electron and muon model, Oscillating Spacetime: The Foundation...RitikBhardwaj56
Discover the Simplified Electron and Muon Model: A New Wave-Based Approach to Understanding Particles delves into a groundbreaking theory that presents electrons and muons as rotating soliton waves within oscillating spacetime. Geared towards students, researchers, and science buffs, this book breaks down complex ideas into simple explanations. It covers topics such as electron waves, temporal dynamics, and the implications of this model on particle physics. With clear illustrations and easy-to-follow explanations, readers will gain a new outlook on the universe's fundamental nature.
MATATAG CURRICULUM: ASSESSING THE READINESS OF ELEM. PUBLIC SCHOOL TEACHERS I...NelTorrente
In this research, it concludes that while the readiness of teachers in Caloocan City to implement the MATATAG Curriculum is generally positive, targeted efforts in professional development, resource distribution, support networks, and comprehensive preparation can address the existing gaps and ensure successful curriculum implementation.
Safalta Digital marketing institute in Noida, provide complete applications that encompass a huge range of virtual advertising and marketing additives, which includes search engine optimization, virtual communication advertising, pay-per-click on marketing, content material advertising, internet analytics, and greater. These university courses are designed for students who possess a comprehensive understanding of virtual marketing strategies and attributes.Safalta Digital Marketing Institute in Noida is a first choice for young individuals or students who are looking to start their careers in the field of digital advertising. The institute gives specialized courses designed and certification.
for beginners, providing thorough training in areas such as SEO, digital communication marketing, and PPC training in Noida. After finishing the program, students receive the certifications recognised by top different universitie, setting a strong foundation for a successful career in digital marketing.
A Strategic Approach: GenAI in EducationPeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
Thinking of getting a dog? Be aware that breeds like Pit Bulls, Rottweilers, and German Shepherds can be loyal and dangerous. Proper training and socialization are crucial to preventing aggressive behaviors. Ensure safety by understanding their needs and always supervising interactions. Stay safe, and enjoy your furry friends!
ADVANCED SYSTEMS DEVELOPMENT - By Hansa Edirisinghe
1. ADVANCED SYSTEMS DEVELOPMENT
BSc (Hons) Assignment
2011
ADVANCED SYSTEMS DEVELOPMENT
Hansa K. Edirisinghe
BSc (Hons) University of Portsmouth, UK
3/1/2011
2. UNIT PROJECT
DreamTours is a travel Agency. The company offers a variety of tour packages to the general
public. Tour packages are offered according to their destination, duration (eg: number of days)
and itineraries.
Customers can just walk into the company’s office and buy a package on the spot. They can also
buy it through the web site provided.
Walk-in customers need to place a deposit before they can confirm their purchases. For a
package, the deposit is 30% of the package price or $300 depending on whichever is higher. For
a tour which will start less than 2 weeks before the tour date, customers have to pay full amount
rather than just deposit.
Internet customers have to pay full amount of the package price but are entitled to 3% discount.
The internet booking is closed 2 working days before the tour departure date. This is to allow
time for the company to process credit card transactions and make arrangements.
The company charges premium for travel during the peak travel period. The premium depends
on the travel dates and destinations.
The company encourages customers to buy travelling insurance. The premium they have to pay
is based on the number of days that they travel. The basic insurance coverage includes flight
delays, lost of luggage and accidents. The premium per day for basic coverage is $15.
The company already has a computer system implemented 10 years ago but it is no longer able to meet
the requirements. Management is looking to implement a completely new system that can support
customer enquiries over the phone as well as through the web site.
Customers booking on the web site will need to register in advance as ‘premium’ customers and would be
issued a username and password. They would then be able to browse the web site for details of tour
packages available to them and book them directly on the web site.
You have been hired as an Analyst/Consultant to help the company analyze and determine requirements
for the new system. The biggest task is to analyze the issues in order to correctly prioritize the most
important features of the new system. Thus resulting in a requirements specification and high level design
that will support the new strategic business plans.
Project Specification
Outside sources may also be used as long as they are properly cited using APA style of citation.
The paper must contain the following segments in the order noted:
1. Develop a Rich Picture of the overall organization and the issues facing it clearly showing the
boundary and consideration of interaction, roles and viewpoints, culture, norms and values.
IS352
Page 2 of 8
3. 2. Develop a Root Definition (RD) around the given problem theme above and carry out a CATWOE
test of the RD.
3. Build a conceptual model for the above Root Definition.
4. Compare the Rich Picture and conceptual models using an SSM (Soft Systems Methodology) agenda
and hence suggest at least two feasible changes highlighting the economic and social feasibility
analysis for the same.
5. Differentiate between the SSM approach and a purely hard systems approach to the requirements
definition – explaining the advantages and disadvantages of each.
IS352
Page 3 of 8
5. Soft System methodology
SSM Stage 1 – The problem Situation Encountered
In this stage we must examine the problem situation by using several tools such as Interviews, questionnaires and
observations.
Interviews – we need to interview each and every member of the total process. As per the rich picture the problem
arias of junior sales person to top level management and all the levels of customers are important to identify the
issues. According to those issues we need to find solutions.
Questionnaire
1. Around how many customers you have?
2. Do you have regular customer?
3. Do you provide special service for them?
4. How do you keep you customer information currently? Is it updating regularly?
5. How do you update your customers with new packages and changes which are effect to customers?
6. How do you get the customer feedbacks?
7. How do you get the necessary information about air travel, other transports and ticket bookings?
8. How do you provide the insurance premium to customers?
9. What are the Medias that you use to promote your products? How many customers customer attracted to
your packages form each media?
10. What is the budget you allocate for promotion campaigns each year?
11. What is the purpose of going for a new system?
12. What are the issues you have with the new system in your point of view?
Above kind of questionnaires can be use ever for an interview.
Observations – We can visit the site and observe each and every problem arias, after finding the solution for above
kind of questionnaire. Spend one or two day in the company and we can specifically identify what actually is the
problem aria. It makes easy when we provide solutions.
SSM Sate 2 – The problem situation Expressed
When understanding the situation, it should express by a rich picture to show the whole setting stripped of inessential
details. Our rich picture Figure 1.1 shows Understanding of staff level and customer level, communication with
customers and service providers, identification of issues, primary tasks and Formation of a sharp Focus.
Page 2 of 8
6. Question 1. Rich picture of overall Organization
Figure 1.1 Rich picture
Page 3 of 8
7. Question 2. Issues and primary tasks for Root definition
Issues
Customer service representations do not trained enough to provide proper information about the packages
to walk-in customers.
Internet customers can not access to web sites when many people are using the web site.
Customers scared to provide their credit card details to the web site.
The travel packages cost is very high and customers do not attract to those packages.
Marketing department does not do promotion campaigns.
Insurance department is not working efficiently and customers do not encouraging getting the insurance
premium.
Customer does not getting a popper guidance to make online booking and payments.
Primary tasks
Provide Traveling packages to customers
Attract customers for the tour packages
Increase the number of online customers
Encourage customers to enroll for insurance courage
Customers enable to deal with the company in two ways, such as directly and through the website.
Walk-in customers need to deposit a part payment before confirm the purchases and Internet customers
should make the full payment.
Allow credit card transaction for internet customers.
SSM Sate 3 – Relevant Systems & Root Definition
Relevant Systems which might resolve the issues
Information kiosk System
Enhanced network system
Online promotion System
Online system for Customer registration and guidance with secured payment
Relevant System Justification
Name of System: Online Customer registration and guidance System with secured payment gateway
Reason: Customers could do the bookings at any time anywhere by their own very easily and can check the states
of the booking any time. Customers can get guidance form online instructors for text, voice or video chatting in 24
hour service. Company guaranties the security of credit card and personal details of customers. Customer can check
the booking states any time.
Relation: A Customer service representation does not aware about the online system and they couldn’t guide
customer to the online system and can connect them only in the working hours. Company could not guaranty the
security of payment details. Customer service is not efficient to find the states of each and every booking at any time.
Page 4 of 8
8. CATWOE test of Root Definition
C – Customer
A – Actors
T – Transformation
W – Weltanschauung
O – Owner
E – Environment
Travelers
Company Management
Provide tower packages
Provide transport Facilities
Book air Tickets
Provide facility for online bookings and Online purchases
Guide Tourists
Provide insurance premiums to tourists
Customers always need guidance.
Customer can get package details form office or from web site. From
getting the details for finish the tower, the company bonded to guide
the customer in a very efficient way.
With the customer guiding system guides customers online Web, as
well as offline from Information kiosk.
Owner of the company
Customer service office and the company web site
Page 5 of 8
9. Question 3. SSM Stage 4 – The Conceptual Model
Figure 1.2 Conceptual Model
Page 6 of 8
10. Question 4. SSM Stage 5 – The Comparison
i.
Agenda
Ref
In Real
World
Present From
Measure of Performance
Proposed Changes
Comment
A1
Yes
Customer service
provide the
necessary
information to
customers
A2
Yes
Recruit experienced
customer service.
Provide 24 hours online
customer service with
text, Audio and video
calling facility. Organize
workshops for staff.
Implement an
information kiosk and
feed all the package
details in-detail with
graphs and images
This kind of
customer service
attracts more
customers.
Customer service
functions become
very efficient.
Customer find all
the package
information by their
own
A3
Yes
Walk-in customer
get about the
packages form
customer service
and reading the
broachers.
Customer gets the
membership form
from customer
service.
How much they know
about the packages.
Communication skills to
express ideas in several
languages. Practical
knowledge of traveling
procedures.
How many customers
confirm the purchases.
How much the customer
needs to travel. The
distance that customer
travel.
Number of customers
ask membership forms
for one day
Customers do not
waste time at long
queues.
A4
Unknown Cannot access the
web page some
times
Yes
Travel insurance
policy is handled
by company
Insurance
department.
How many users can
access the web site at
once
Number of travelers who
are enroll for insurance
premium
Membership form
attached in information
kiosk and online web
page fill and submit
immediately
Allocate web server with
better conditions
Negotiate with a reputed
insurance company to
provide travel insurance
policy for customers to a
low price.
In part
Number of customers
call to ask the details
about travel packages
Customers
encourage buying
insurance. The
value of the
traveling package
increases
People aware
about the company
travel packages
A5
A6
ii.
News paper
advertisement are
the only way to
promote travel
packages which
company provides
Publish advertisement
on television, radio and
internet
More customers
get use of web site.
Feasible changes
Change in Procedure
According to our agenda, there are several procedural changes need to be done.
The current Customer service is not efficient and customers are disappointed with the support for customer
service. Online customers also need call company customer service and have to get the information.
Customer service does not work on time and it is very difficult to catch a customer service office in rush
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11. hours. - So we need to recruit experienced customer service officers as the customer service staff. There
should be a 24 hours customer service, especially for online customers.
There are broachers and hand bills to promote the travel package which kept on a corner of the reception.
Walk-in customer only gets the chance to at least read a broacher. Company use news paper which is the
only media to advertise the company and their packages. - But there are such powerful Medias to go to
customers include visual Medias and audio. Not only television and radio, web page advertisements are
also a very powerful currently. So it is required to use television, radio and internet to advertise the company
travel packages.
The company encourages customers to buy travelling insurance. The premium they have to pay is based on
the number of days that they travel. Currently the travelling insurance handled by company insurance
department. Comparing the company’s current customer service useless activities, customers do not
encourage buying the insurance policy. From the company side, it is a big responsibility to give an insurance
policy to a customer for $15. - So company should leave it out that responsibility to a reputed Insurance
company. Customers always look at the quality of the components of package. Customers always attract
the name of the insurance company which they get insurance premium, included to the package.
Changes in Policy
There should be procedural change with the company customer service Department. Currently they work
8.30 am to 5.30 pm on weekdays and 9.00 am to 2.00 pm on Saturday. All customer service employees
enable for over time and employee entitle hourly payments for Sunday. According to the new system the
company implements 24 hours customer service unit. – So the Working shifts should design as Morning,
evening and night.
Morning
Evening
Night
: 6.00 am – 2.00 pm
: 2.00 pm – 10.00 pm
: 10.00 pm – 6.00 am
(Provide transport to office)
(Provide transport to home)
(Provide transport for both ways)
All customer service employees should cover 8 working hours. Employee allow to come 15 minutes late
form shift in time and 15 minutes early from shift out time. If the work hours lower than 7.30, it calculates as
a half day and if work hours lower than 4 hours, it calculates and full day leave. Late coming and early going
hours calculated as late hours which could be effect to employee’s salary at the end of the month.
Changes in Attitude
There should be organizing trainings and workshops for company staff to develop their skills. Toleration and
hospitality is essential when working with customers. Work no time and provide what the customer expected
helps to keep commitment.
Company should take all the customers as the potential
Make sure not skipping any telephone call
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12. Change in Structure
Currently they have single office for their businesses. If we can increase the number of branch offices in
main cities, it will be more effective to attract more customers and can provide very effective customer
service.
SSM Sage 6 – Debate Feasible changes
According to the agenda, we analyze what we could do and take out the necessary debates with the customer and
figure out what actually we can be done.
In order to do this we need to:
Consider cost and benefits
Risk factors
Available technology
Time scales
Methodological Direction – noting that the proposed change may be one of several kinds
Question 5
There are basically two main approaches in problem solving.
Hard system methodology is more relevant to technical and engineered systems.
Soft system methodology is more relevant to human and social systems.
I.
Hard system Methodology
The hard systems Methodology are basically defining the problem solving sequence.
The problems arise which defined from hard systems methodology can applied to soft systems, especially the
systems that involve humans.
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13. The hard systems methodology begins with a basic acceptance of the objectives, problem specification and
organizational needs. This aims to provide solutions to a identified problem in the terms in which the problem is
posed.
Source : http://t3.gstatic.com/images?q=tbn:ANd9GcSb4cC0j9jrvTbmdpQbEp8CF06oJ0X_DRd3Y2rsOjLzA6pGp9Pp&t=1
II.
Soft System Methodology
Soft systems methodology has its foundations in action research and general systems theory, but has evolved into a
methodology in its own right. It is characterized by involvement in a problem situation and learning by doing. It is
further characterized by trying to see a system from as many perspectives as possible, and through the eyes of
others rather than the researcher. (James, P. 2005).
Source : http://portals.wi.wur.nl/files/images/msp/soft%20systems%20methodology.gif
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14. III.
Main differences between Hard and soft system Methodologies
Source : http://upetd.up.ac.za/thesis/submitted/etd-07212006-120145/unrestricted/03chapter3.pdf
IV.
Advantages and disadvantages of Soft and hard methodologies
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15. Reference
James, P. (2005). actKM Online Journal of Knowledge Management, Volume 2, Issue 1, Retrieved on 26th March
2011 from http://ebookbrowse.com/soft-systems-methodology-and-grounded-theory-combined-a-knowledgemanagement-research-approach-1-pdf-d15310626
Bibliography
Hard System Methodology
www.toonloon.bizland.com (2011) Retrived on 28th March 2011 from
http://www.toonloon.bizland.com/nutshell/systems.htm
Soft System Methodology
www.toonloon.bizland.com (2011) Retrived on 19th March 2011 from http://www.scribd.com/doc/12089291/SoftSystem-Methodology
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