Improving Information System for Fallon's Home Maintenance Services

This paper discusses the issues and challenges of the existing human activity system of Fallon Home maintenance services and suggests ways to improve the quality of their information system. It analyzes the business of Fallon Home Maintenance Services, identifies the existing human activity system and the issues associated with it, and describes the areas where the existing HAS is not successful using DeLone-McLean Model of Information System Success.

Information System for stakeholders of
Fallon’s home maintenance services
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Executive Summary
The prime objective of this paper is to focus on the issues and challenges of the existing
human activity system of Fallon Home maintenance services. The existing system was helping
this organization to growth for many years. The needs and the business requirement of this
organization keep on changing which is the main reason behind the need of a new human
activity system. The service provided to the clients were getting affected due to the inefficient
HAS so as an employee of Information Systems Wizard my role is to help Fallon’s home
maintenance services to overcome their existing problems related to their information system.
Keywords: [Information System] [Human Activity System]
1. Introduction
The foremost determination of this paper is to improve the quality of Information
System used in Fallon Home maintenance services. Citizens of South East Queensland
gets the service of this organization. This home maintenance service organization
provides huge number of maintenance services such as the rain water pipes, air
condition service, electric services, plumbing services, gas fitter, hot water service and
tv and data (Ahsan & Pedersen, 2018). The issues associated with the Information
System which are faced by the stakeholders of Fallons will be solved with the help of
this paper. There is a human activity system installed in Fallons which is about to be
replaced by a new IS.
2. Part 1 [An overall analysis of the business of Fallons Home Maintenance Services]
2.2 Part 1- question a: [Information about the organization and locate relevant information about
its strategy]
Fallon’s home maintenance services began their journey in the name of Fallon Solutions
in the year 1962 under Neil T Fallon. Variety of services are provided by the
organization such as the repairing of the home based products and data cabling. This
organization has a great reputation in the Australian city of South East Queensland. The
service provided by this organization is very much professional as they focus mainly on
the customer service engagement (Porter & Heppelmann, 2015). This organization
provides many updated services as the needs and requirement of the clients of this
organization keeps on changing with time. One of the new modules of this organization
is the pay tv installation. Neil T Fallon hanged up his boots in the year 2005. The trade
services provided by this business organization is reliable.
Assignment Report – 1410ICT or 7610ICT (omit one)
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[how it competes in the market place, and its operations]
[The strategies adopted by this organization help them to cope up with the market
competencies. The high service standards of this organization is one of the main
reasons behind its good market reputation over the years]
They hugely consider the valuation of time considering their clients. Their market
competencies are maintained with the help of their well-trained efficient staff. Customer
convenience is maintained by this organization as they call their customers before
arriving and after their services also. Super responsive official portal helps the clients to
understand the detailed functionalities of this organization. The human activity system
which is installed in their premises also helps this organization to optimize each of their
tasks (Carrasco et al., 2016). The operations of this organizations is very well structured
and they provide free clean up services after the services is provided. Their operations
were also supported by a guarantee card. The customer service and sales support of
this organization. The operations of this organization is hugely dependent on its
competitive strategies which includes the focus strategy which focuses on the niche
customer. Customer Differentiation is the other type of operational strategy adopted by
this organization which considers the prices of the services provided by the rival
organizations. The services and the prices are selected in such a way that it is very
much beneficial for the organization (Rizzo et al., 2015). The other type of operational
strategy adopted by this organization is the cost leadership which provides them a
competitive advantage of the other types of similar organization.
2.2 Part 1- question b: [Organizational form of the organization using Mintzberg’s classification]
[Mintzberg’s classification is used in the evaluating the organizational form of this
organization. The issues and challenges associated with this organization is minimized
with the help of this classification (Yang et al., 2015). The different suitability conditions
and the business conditions. The organizational structure of this organization is very
much helpful for the organization. Machines which are used in the organization is also
subjected to follow few protocols as those protocols help the organization to deal with
the issues associated with the IS. Professionalism which is followed in this organization
is also helpful for the growth of this organization (Chu & Guo, 2015). The divisional
structure maintained in this organization help them to manage each division of their
departments. Innovative strategies and technologies help this business organization to
meet the challenges associated with this organization. The decision making of this
organization is always decentralized so the there are no issues in the leadership
qualities
This type of classification helps this organization to deal with all the issues and
challenges of the organization (Kumar, 2015). The uncertainties associated with the
business is solved purposefully with the help of this organizational structure. The facets
of the work are reduced with the help of this classification. The professionalism is
maintained with the help of the discussed organizational strategies adopted by this
organization (Iung & Levrat, 2014). The organization has been following this
classification for a longer period of time and the effectiveness of this classification can
be seen the overall productivity. Technically skilled professional can be identified so
that they can be assigned new roles to them so that better productivity can be yielded.]
2.3 Part 1- question c: [Value chain analysis of Fallon Home maintenance services using Porter’s
Value Chain Model]
[The organization which gets benefitted with the help of this organization are the retail
outlets, medical practitioners, outlets of the whole sellers, real estate agencies, facility
department of the management companies, clubs, architects, gym, school, service
stations, project managers, trade service providers (Lesjak et al., 2015). The some of
the subsidiary customers of this organization are 99 bikes, Alzheimer’s Australia,
Moreton Bay, Harcourt’s, Ausenco, APN funds management, Blue care, BlueScope,
Brazilian beauty, Brisbane Transit, Brook water country club, Centacare, Defense
housing Australia, Domino’s Pizza and West field
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Porters value chain model is used for analyzing the activities of this organization. All the
stakeholders of this organizations will be considered while analyzing this home
maintenance organization. The porters value chain considering Fallon’s home
maintenance services includes activities such as the human resources, infrastructural
activities, technological activities, maintenance activities, operational activities, sales
and marketing activities and the supporting activities of this organization are like HR
activities and service activities (Deradjat & Minshall, 2017). The inbound logistics and
the out bound logistics are the primary activities of the value chain model along with
the sales and marketing and the secondary activities which are also very much
important for this organization as they help them to provide better services to the
clients.]
Figure-1 (Porter’s value chain considering Fallon’s home maintenance services)
2.4 Part 1- question d [Analysis of the competitive strategy of Fallon’s home maintenance services
using Porter’s competitive forces model]
[The competitive strategy adopted by this organization is very much efficient for the
growth and development of this business organization. The strategies include the
traditional promotion techniques for the identification of the potential clients. The
contractors used in this business are given special allowances so that this business
corporation can work on collaborations for a longer period of time. Exceptional
standards are maintained in this organization considering all the internal and external
stakeholders (Dharani et al., 2018). This organization hugely promotes digital
promotions by the creation of new categories for clarity issues. Multiple projects are
handled with the help of the human activity system of this organization. Newsletter is
used by this organization for different credibility purposes. The competitive strategies
which are adopted by this organization helps the organization to deal with many critical
issues.
From the above discussed competitive strategies it can be concluded that the strategies
which are incorporated in this business organization are very much suited for this
business (Weiss, 2014). However, it can be said that the there are plenty of scopes of
improvement in the competitive strategies. Concepts like content marketing could have
been more useful for this corporation. Local SEO can be the other alternative marketing
purpose of this business organization. The value creation approach of this business is
very much admirable, along with that the sustainability solutions were very much
effective before issues stated arising in the human activity system (Chung, Ellis-Hill &
Coleman, 2017). It can also be concluded that the issues and challenges associated with
3
Inboun
d
Logistic
sActivit
y
Operationa
l Activity
Outboun
d
Logistics
Activity
Marketing
and Sales
Activity
Servic
e
Activit
y
Firm Infrastructure Activity
Human Resources Activity
Technology Department Activity
Procurement Activity
Value
added
less
Cost=
Profit
Margi
n
Primary Activities
Support
Activitie
s

the information system installed in this organization which is the human activity system
should be solved purposefully so that the organization can cope up with the present and
the future challenges.]
Force Magnitude Explanation
Bargain power of suppliers High The ever changing market
conditions are the reason
behind the high bargain
power of the suppliers.
Bargaining power of
customer
Medium The level of satisfaction
determines the magnitude
of the bargain power of
clients of this organization.
Threat of new entrance Low There are very few
organizations in South East
Queensland which serves
the same service as this
company.
Threat of substitution Low There are very low chances
of substitution threat
coming from the other rival
organizations.
Rivalry Low This business organization
faces minimal threats
coming from the rival
organizations (Wiegmann &
Shappell, 2017).
3. Answer to Part 2: [Analyzing an existing human activity
system that is problematic]
3.1 Part 2- question a: [Identification of existing Human Activity System and the issues
associated with it]
[The human activity system which is installed in Fallon’s home maintenance services
has few issues related to it, but at the same time it can be said this information system
was very purposeful for this organization. The real world activities of this organization
were managed with the human activity system. This conceptual system helps in the
management of the workers of this organization as well as the clients of this
organization (Eskerod & Jepsen, 2016). The business objectives of this organization is
handled with the help of this system. Customer service module of the human activity
system is having an issue for several months which is considered in this assignment. A
new information system should be incorporated in to the business environment of this
corporation
Internal stakeholders: The internal stakeholders associated with this organization
includes the services personal who are given orders from the management teams to
serve the clients, the staffs who are in the back ground services are one of the most
important internal stakeholders of this organization, managers and the shareholders
who are responsible for the growth of the organization, board of directors and investors
who looks after the productivity issues of this organization.
External stakeholders: The external stakeholders of this organization are the clients
who are actively getting the services provided by the company, supplier of the raw
materials, credit who provides funding to the company and the intermediaries such as
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the marketing channels which links between the organization and the clients (Sefen et
al. ,2016).]
3.2 Part 2- question b: [The identified issues and concerns of the stakeholders]
[The issues associated with the stakeholders considering the problematic system are as
followings]
Issues: Customer service associated with the human activity system.
Concerns: The customer service department is one of the most important characteristic
feature of this business organization as the feedback platform associated with the
human activity systems were very much useful for verifying the effectiveness of the
service provided by this organization (Gregory, 2016). The customer service department
of the information system is associated with other departments also, so all other
departments are also compromised due to the issues of the customer service
department (Kortmann & Piller, 2016). The other departments which are impacted due
to the issues in the customer service are the supply chain management, customer
relationship management and operational management.
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Figure-2: Rich Picture of the current problem in the existing HAS
3.3 Part 2- question c: [Process model using BPMN notation for the process of existing HAS]
[The conceptual model of the existing HAS in the marketing of Fallon’s home
maintenance services are as follows:]
Figure-3 (Process model of the existing HAS using BPMn)
3.4 Part 2- question d: [Description of the areas where existing HAS is not successful using
DeLone-McLean Model of Information System Success]
Figure-4 (DeLone-McLean Model of Information System of existing HAS)
[Customer Service module of the human activity system is the most important issue
associated with the information system of this business organization. This is one of the
most important area of this business organization as the present and the future of this
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System
Quality
Customer
Service
Us
e
User
Satisfactio
n
Individual
Impact
Organization
al Impact

Insert your Report Title here (up to 8 words)
organization is heavily dependent on the human activity system. The human activity
system which is integrated into the business organization have other issues as well
which is the area of service quality and user satisfaction which is also directly
associated with the overall business of this organization. The human activity system
which has significant number of issues associated with it should be updated only in the
lean season so that minimum number of people can be impacted by it (Hassanain et al.,
2015). Quality of services provided by the organization will be modified hugely with the
help of the new human activity system which will minimize all the issues associated with
the older one. The bad experience of the end users are the main reasons why the
management of this organization wanted to replace the existing human activity system.
The management of the long waiting time for getting the services of this business
organization is other type of challenges associated with the existing human activity
system installed in the Fallon’s home maintenance services. It can be understood that
there are lots of issues associated with the existing human activity system of this
organization which are needed to be changed. The market reputation of this
organization can be maintained with the help of a new interactive human activity
system. User satisfaction of this business organization is measured in terms of repeated
calls from the same clients and a strong business relation with the clients over the
years.]
3.5 Part 2- question e: [Description of the measures of success (efficiency, efficacy and
effectiveness) for the identified existing HAS]
[All the different types of resources of this business organization needs to be utilized
efficiently with the help of the human activity system which is already there in the
business process. Efficiency of this business can be identified with the help of the
overall profit of this organization in a calendar year. The current human activity system
which is integrated in to working environment of this corporation was very efficient in
the initial stages but its facilities are not up to the mark now. The existing information
system efficacious as the clients can still get hold of all the different types of services
which are provided by this company (Emmanouilidis et al., 2018). At the same time, it
can be also said that many of the regular clients of this organization have been sending
many negative reviews about the efficiency of the hospital which is going down very
slowly according to them. Like every other business organization this business
organization also focuses on the important of customer satisfaction which is one of the
most important reasons why the existing HAS should be replaced. The higher level of
customer satisfaction can be achieved with the help of the new human activity system
as it will not be having the same complexities faced by the existing human activity
system.
The existing human activity system is very much effective in nature and is providing a
blockage for the employees of the organization to fulfill their personal as well as their
organizational objectives (Lawrence & Weber, 2014). The validity of the discussion can
be understood from the negative feedbacks which the organization is getting on their
portals]
4. Answer to Part 3: [New and improved Information System]
4.1 Part 3- question a: [Identification of new information system]
[The newly integrated human activity system will be having a human activity
recognition mode which can monitor all the activities of the stakeholders of this
business organizations. The long delayed services which was a huge customer service
issue can be minimized with the help of the new specifications of the HAS (Choi & Yi,
2016). The management authorities can immediately arrange backup options which
might help to improve the level of customer satisfaction. The new HAS will be having
sensors attached with the smart phones of the delivery personnel’s. This new HAS will
be successfully adding value to the existing business of this organization.]
Stakeholders Role in the new HAS
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End users They are the primary users of the new IS,
the mission and vision of the business
depends upon the impact of the new IS on
the end users.
Service Providers The back end service providers will need
to work harder to get used to this new IS
and the door to door service providers are
also expected to work professional with
the help of this IS.
Suppliers of raw materials The quality of product can be understood
based upon the review of the clients. The
sensors which is the new specification of
the HAS will be there in the smart phones
of the suppliers of the raw materials also.
Management authority The investors of the new HAS should be
monitoring the effectiveness of the system.
4.2 Part 3- question b [Description of data and information of the new system]
[The data and information obtained from the information system will be helping both
the internal and the external stakeholders of the organization. The decision making will
be significantly improved with the help of the new IS. The customer service will be
improved with the help of the new system. The data will be considering different
aspects of the organization such as the financial charts, marketing details of the
business, inventory and the manufactory table (Boutilier, 2017). The generated data will
be helpful in the identification of the problems associated with this business
organization. The different types of knowledge that the new IOS will create are
procedural knowledge, explicit knowledge, tacit knowledge, domain knowledge and
generic knowledge]
Knowledge Impact on decision making
Explicit knowledge Decision making can be easier for similar
tasks as the tasks are stored safely with
the help of the explicit knowledge. The
older business information’s are readily
accessible with the use of this knowledge.
Procedural knowledge Decision making regarding the managing
of the order details will be easier with the
help of this knowledge
Domain and generic knowledge The back end users of the IS and the
employees which works in the branches of
this organization uses this knowledge for
their daily tasks. Specific areas are
considered in this type of knowledge.
Organizational knowledge Clear indications are common for all the
stakeholders of this business.
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4.3 Part 3- question c: [Process model using BPMN notation for the new information system]
Figure-5 (Process model of the proposed HAS using BPMn)
4.4 Part 3- question d: [Classification of the new information system]
Front end information system It includes the suppliers, managers and
the customers (Yawar & Seuring, 2017).
Back end information system It includes the par rates and details of the
taxes which are given to the company by
the clients after the service is provided
Customer facing information system It considers the management of the
inventory and the processing of the online
orders (Blok, Hoffmans & Wubben, 2015)
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Supplier facing information systems The inbound logistics of this organization
falls under this category.
4.5 Part 3- question e: [Description of the dimensions of impact of proposed new information
system]
Stakeholders Positive impact Negative impact
Clients Better services will be
provided to the clients with
the help of the new IS.
There will be no negative
impact on the clients due to
the incorporation of the
new IS.
Suppliers of raw materials Their quality of service can
be evaluated (Sia et al.,
2018).
They need to get used to
the new IS.
Door to door service
providers
They can help the company
to grow as they are the
main aspects of this
business.
They need to have enough
knowledge about the
working principles of the
new IS.
Backend service providers The back end calculations
can be more easier and
accurate which is an added
advantage for this
corporation.
They need to have enough
knowledge about the
working principles of the
new IS (Bendell, 2017).
Management authority Better service will mean
that the business will grow
which will be financially
beneficial to the
management authority.
There will be no negative
impact on the management
authority due to the
incorporation of the new IS.
4.6 Part 3- question f: [Description of the measures of success (efficiency, efficacy and
effectiveness) for the proposed new information]
[Efficiency: Efficiency of the new IS can be maintained with the help of the efficient
management of all the available resources of this organization, the level of customer
satisfaction can be improved with the help of the new IS (Ansari, Fathi & Seidenberg,
2016).
Efficacy: The objectives of the clients and the staffs should be fulfilled to a huge extent
so that growth and development of the stakeholders can be achieved.
Effectiveness: The effectiveness of the system will be determined by the end users
after they get better services for a longer period of time]
5. Answer to Part 4: [Recommendations and reflection]
[System failures can be a huge setback for this new HAS, so every stakeholder which
will be associated with this new system should be properly trained so that the desired
results can be obtained. Better services can be provided to the clients if the new IS can
be used effectively. The following recommendations can be considered foe effective
working of the IS:
o Effective training to the concerned employees
o The clients must be well aware of the new IS
o Sustainability aspects should be considered very strictly
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I believe that the new IS should be effective compared to the existing HAS as the
new specifications can yield great business to the management authorities.
According to me productivity and the organizations goals can be achieved with the
help of the new IS’s.I believe that the new system should be strictly based on the
company guidelines and must follow all the protocol of this organization.]
1. Conclusion
From the above paper it can be concluded that the Mallon’s home maintenance service
needs a new IS which can help them to meet the ever changing needs and requirements
of the clients. The existing service can be improved with the help of the new proposed
IS.
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