Royal Hotel Case Study

ROYAL HOTEL CASE STUDY

This case study is a classic example of an information system that failed because it was abandoned by its intended users. Four components that is IT, process, people and structure are necessary to ensure that the information system is successful and delivers the functionality it was intended to provide. In this case the social subsystem was neglected by not providing sufficient training to the intended users. The GM of the hotel was more focused on solving the problem ASAP rather than understanding the new process. The social aspect of the 4 components was not addressed properly. There was insufficient training given to the employees. The consultant had no previous experience and he was removed before the successful implementation of the project. There were massive communication gaps between the two consultants. The transfer of the documentation was not proper and all the facts of the case were not transferred to Jack from Blake. The staff of the hotel were not properly trained. The effectiveness of the system was not tested prior to the implementation phase. Because of lack of training, the employees of the hotel found the old manual system to work better for their needs.

Blake got an internship in a highly reputed IT consulting firm. He was assigned to manage a whole project in Royal Hotel which was a luxury all-suite hotel primarily serving an executive clientele visiting Manhattan on business. Since a large part of its revenue generated from its repeat guests, Royal Hotel provided excellent quality of room service. Any little flaws like stain on the carpet, a fused light bulb or a clogged toilet was unacceptable to the GM. The GM demanded Blake to provide a solution to avoid the happening of such problems.

After examining the property and interviewing a number of employees, Blake recommended Royal Hotel purchase and install an information system called the Expresso! Application