Information Systems in Fallons

The report discusses the different information systems in Fallons, their roles, challenges faced by stakeholders, and recommendations for improvement. It proposes a new information system to aid the managers and leaders for better business operations in Fallons.

Running head: INFORMATION SYSTEMS IN FALLONS
INFORMATION SYSTEMS IN FALLONS
Name of the student:
Name of the university:
Author note:

1INFORMATION SYSTEMS IN FALLONS
Executive summary:
Information system play a vital role in the proper working of any organization. There are
different kinds of information systems that exist in the organizations, which make the tasks in the
different department such as the human resource as well as the operations much easier. The
human activity management system is responsible for tracking the activities of the employees as
well as the workers that work in an organization. In the following report, the different roles of
the employees in a company called Fallons will be discussed in details and recommendations
will be provided regarding how to improve the existing system for the betterment of the
organization management.
The following paragraphs will also propose a new information system, which can be used along
with the human activity management system to aid the managers as well as the other leaders for
better business operations in Fallons. By the end of the report, the reader will have a clear idea
about the different aspects of implementing the new information system within the organization.
BPMN process diagrams will also provided for the better understanding of the reader.

2INFORMATION SYSTEMS IN FALLONS
Table of Contents
Introduction:....................................................................................................................................4
Detailed analysis of the business in Fallons:...................................................................................5
Mintzberg’s classification of Fallons:.............................................................................................6
Value chain analysis using Porter’s Value Chain Model for Fallons:.........................................7
Inbound logistics:.........................................................................................................................7
Outbound logistics:......................................................................................................................7
Sales and marketing:....................................................................................................................8
Service:........................................................................................................................................9
Operations:...................................................................................................................................9
Competitive edge of Fallons:.....................................................................................................10
Analysis of existing human activities within Fallons:...................................................................10
Challenges faced by the stakeholders:.......................................................................................11
DeLone-McLean Model of Information System within Fallons:..............................................13
Efficiency, efficacy, and effectiveness of the existing HAS:....................................................13
Efficiency:..............................................................................................................................13
Efficacy:.................................................................................................................................14
Effectiveness:.........................................................................................................................14
New information system to support the existing HAS:.................................................................15
Recommendations for improvement:............................................................................................16

3INFORMATION SYSTEMS IN FALLONS
Conclusion:....................................................................................................................................17
References:....................................................................................................................................18

4INFORMATION SYSTEMS IN FALLONS
Introduction:
Information systems play a major role in the organizations in today’s world and ensures
that much of the task in the organizations are automated and more efficient. There are different
departments that work together in the organizations such as the human resource, the operations,
the IT teams and efficient information n the working operations ensure that all the team members
from the different departments can work in collaboration and harmony with each other and
ensure better business outcomes. Efficient information systems can not only ensure improved
and more important business decisions in the organizations but at the same time improve
customer satisfaction as well as better employee job satisfaction since much of the human work
pressure will be reduced and the processes automated.
The following report will highlight the different aspects of implementing an improved
version of the existing information systems in a company called Fallons. Fallons is a company
that offers home services like sullying and installing air conditioners, hot water systems, lighting
etc. The company aims to improve the business operations as well as the overall working of the
business strategies and problem solving skills of the managers and the leaders for which it now
seeks guidance from experts. By the end of this report, the reader will have a clear idea of the
different aspects of implementing the new information systems and the associated advantages as
well as the disadvantages. A technique called the Mintzberg’s classification will be used to
explain the organizational form and structure for Fallons. An analysis model known as the
Porters value model will also be used to describe the values of the company and how they are
distributed in the framework. A detailed explanation of the competition as faced by the company
will also be discussed in details using the porter’s value chain model ("Fallon Services-
Company Information", 2018).

5INFORMATION SYSTEMS IN FALLONS
The current issues that are being faced by the employees in the company and the different
techniques of overcoming them will also be discussed in details. A new information system will
also be explained which can be implemented in the Fallons in order to further improve its
business processes and also at the same time ensure better business outcomes. Finally,
recommendations will be provided on how Fallons can improve the working strategies and the
information systems within the organization to enable the reader to have a clear understanding of
the overall functioning of the system.
Detailed analysis of the business in Fallons:
Neil T Fallon was the founder of Fallon Solutions, which was initially an electrical
contractor in the state of Brisbane. He founded the company at the age of 21 in the year 1962. In
the following years, he was successful in earning the reputation on a commercial scale in
domestic home appliance repairs as well as industrial services in electrical fittings, cabling of
data as well as television services, which later became the specialties of the company. Neil had
then decided to separate television repair works form the communication works, which led him
to form Brisbane Aerial Services, which later grew to turn out to be a market leader in the areas
of TV as well as radio transmission. Services such as reception, mast and installations of TV as
well as radio towers, installation of Pay TV, construction work of TV stations in reception areas
that were poor were its main business, in the southeast Queensland. After selling all the
businesses, Neil decided to retire in the month of April 2005. The present management team is
continuing the business, which has the reputation of being the market leader for more than 50
years now, in Brisbane ("Fallon Services- Company Information", 2018).

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Mintzberg’s classification of Fallons:
Henry Mintzberg who is a renowned theorist in management came up with five different
types of organizations, based on their blend of business strategy, environmental forces as well as
the structure of the organization. The types re namely are entrepreneurial, innovative, divisional
machine as well as professional organizations. An entrepreneurial company’s are the ones with a
loosely defined organizational structure. Sole-entrepreneurship or leader with creative minds
creative types of leaders ideally drives them, For example, startup companies with their
innovative founders (Sung & Choi, 2014). Professional organizations exhibit employees with
high levels of professionalism and knowledge about the job they are hired for to efficiently run
the organizational economic engine. Innovative companies makes use of the most recent and
latest technologies and business strategies and trends in the markets that makes us of the
innovative cutting edge technologies. Machine like organizations are stereotype organizations
that have a strict bureaucracy that gives very limited scope to newer avenues of improvements. A
divisional organizational structure is mostly found in large organizations, which has different
business units as well as product lines with a centralized control (Bocken et al., 2014). After a
detailed analysis of the different organizational types as explained by Mintzberg it can
understood that Fallons was an Entrepreneurial company when Neil T Fallon first started it off at
the age of 21 in the year 1962. He was then a young entrepreneur with an optimistic and creative
mindset to open up a company with visions to be a market leader in Brisbane in television and
air-condition repairs. He had invested in order to start the business on a domestic scale in the
sector of household repairs and installations. Gradually the business expanded and became
divisional in structure since it had explained it business enormously and had started new
channels and avenues in the communication sector such as transmission, reception services for

7INFORMATION SYSTEMS IN FALLONS
television as well as radio, mast and television tower installations as well as radio aerials,
installation of Pay TV’s, etc. Cable wiring as well as local digital TV services were also newer
business sectors in Fallons that in turn increased the complexity and size of the organization
thereby making it divisional in nature with time (Porter & Heppelmann, 2015).
Value chain analysis using Porter’s Value Chain Model for Fallons:
Five different aspects of the company will be studies in details in order to better
understand the business operations within Fallons. The aspects are inbound logistics, outbound
logistics, marketing and sales, service as well as operations, which are explained below for the
organization:
Inbound logistics:
Inbound logistics consist of the aspects such as transport, storage as well as delivery of
goods and services coming into any business. There are different raw materials that are being
ordered by Fallons in order to cater to the orders of its customers. For example, the company
undertakes orders in different sectors such as air conditioning, plumbing repairs, drainage
repairs, gas works, carpentry, appliance repair etc. The raw materials that it needs for these
works are mainly comprise of metals structures (aluminum or copper for air conditioning).
Thermodynamic fluids such as hydrocarbons as well as freons also have to be purchased in bulk
amounts for AC repairs. For plumbing works raw materials such as Cast iron, PVC (or
PolyVinyl Chloride), Chromed brass as well as Chromed copper are purchased by Fallons for
plumbing waste lines. They needs to be transported to the assembly plants from the suppliers,
which are again components of the inbound logistics (Heilbron et al., 2015).

8INFORMATION SYSTEMS IN FALLONS
Outbound logistics:
Outbound logistics mainly comprises the products or the final finished products s well as
services that are offered by Fallons such as the repair of air conditioners or drainage systems or
wooden furniture’s etc. The company also bears all the cost in order to transport the goods from
the company assembly plant to the homes of the customers who have booked a particular
service/services. This also ensures that the customers do not have to worry and the entire
responsibility for end-to-end service of delivering as well as installing a new product is the
complete responsibility of the company (Stair & Reynolds, 2013). This helps the company win
the customer trust and their value. It also ensures better customer satisfaction and feedbacks
thereby adding more value to Fallons. The company also supplies new appliances such as
electrical goods as well as furniture’s and the finished products, which are manufactured in the
assembly plants, and the factories are the constituents of outbound logistics (Chou, 2015).
Sales and marketing:
This is one of the integral parts of the model. Sales and marketing in Fallons plays a very
important role in making its products and services reach out to the customers. It has always been
a primary driving force behind the success of the company. Fallons solutions have an online
website from where the customers can view book home services directly, and they are responded
in a very short span of time. Some of their important marketing strategies, which in turn have
helped the organization to increase its sales tremendously in the past, are:
- A professional website, which had been created using the enterprise platform, called
Adobe Business Catalyst (Walle, Turoff & Hiltz, 2014).
- EMarketing modules are included that acts as newsletters for the customers to keep
them updated about latest products and services of the company.

9INFORMATION SYSTEMS IN FALLONS
- An online Blog containing handy hint for safety as well as daily updates are sent
across to the customers on a regular basis.
- Keywords generally used by the customers to search services and products have been
identified and efficiently incorporated in the website to further help the customers
find the right service that they need which in turn have helped the company to
increase its sales figures extensively (Velasquez & Hester, 2013).
- Regular website improvement and online marketing strategies are implemented to
increase the rates of conversions from the customers based on their pattern and
behavior of clicks and their website surfing.
Efficient marketing strategies have helped the company to grow its sales extensively in
the recent past.
Service:
There are different kinds of services that are being offered by Fallons for the benefit of
the customers. It includes the different activities that maintains the product as well as the services
value for the customers by gaining their trust and developing a mutually beneficial relationship
for long-term business. It is based on the quality of services it offers the customers. There are
different services that are being offered by the company such as transmission, reception services
for television, tower installations and radio aerials supplies, Pay TV installations, etc. cable
wiring, carpentry, drainage repairs and services are among the other services offered by Fallons
(Goetsch & Davis, 2014).
Operations:
The operational unit of Fallons is again a driving force for the organization since a team
of professionals and experts who are experiences technicians, carpenters, electricians and factory

10INFORMATION SYSTEMS IN FALLONS
workers, efficiently handles much of its operations. Many of the tasks are automated using
information systems that are capable of taking business decisions as close as humans. Logistics,
transportation and other operations are effectively managed and controlled by the managers at
different levels and departments of Fallons (Gomes et al., 2013).
Competitive edge of Fallons:
Safety as well as quality are two most important success factors, which also prove to be
the reasons behind the competitive advantage of the company over other companies. A Quality
Management System is provided by the company, which abides by the regulations set by the
AS/ISO 9001:2016. It complies with all the relevant standards of the Australian government
which most of its competitors such as All Climate Solutions Pty Ltd, Brother Su’a Carpentry &
Welding Services etc. fail to comply with. Another competitive advantage is that it remains
updated with the latest business trends and strategies to match with the increasing demands of
the customers. The threats that the company faces are that its suppliers may stop business with
the company based on pricing concerns as well as emerging of newer market competitors.
Fallons should always ensure that there are no threats like employee vandalism or data
insecurity within the organizations and should treat the employees as well as the factory workers
with respect to ensure improved job satisfaction which in turn will also help in ensuring
improved productivity from them (Pettigrew, 2014).
Analysis of existing human activities within Fallons:
The managers, quality assurance experts, testers, electricians, plumbers as well as factory
workers in the different segments of their business such as AC repairing, plumbing works and
installing new devices. Whenever there is completion for Fallons in the markets and the
consumers chose their preferences to another company, the demand for the services get lesser

11INFORMATION SYSTEMS IN FALLONS
which in turn lessens the requirement of transportation and other services from the transporters
and other suppliers to Fallons. In order to overcome these situations the company should always
be adequately loaded with sales queries and the sales and marketing representatives should
always ensure that their targets are achieved in order to meet minimum revenue margins as well
as business outcomes even in lean seasons. (Petter, DeLone & McLean, 2013).
Challenges faced by the stakeholders:
Figure: Current issues in the existing HAS (Source: As used by the author using draw.io).
Stakeholders often have a desire to deliver the results or take the credit of the final
product on behalf of Fallons, which is not right. For instance, the transporters who are quite close
to the internal business operations of Fallons may be well equipped with alternative solutions and
they often tell Fallons about their pre-planned solution instead of the problems faced by them, for
their own interests (Womack & Jones, 2015). Stakeholders often wrongly define the real needs.
The business analyst’s often fail to understand the real needs of the stakeholders, which in turn
leads them to provide wrong solutions for Fallon, and can cause an unsuccessful implementation
of the information systems (Pearlson, Saunders & Galletta, 2016).

12INFORMATION SYSTEMS IN FALLONS

13INFORMATION SYSTEMS IN FALLONS
Figure 1: Existing system in Fallons (Source: As created by author using
draw.io)
DeLone-McLean Model of Information System within Fallons:
In the DeLone-McLean Model of business analysis the areas that have been identified,
where human activity system is a failure are:
- Quality of service
- Customer satisfaction
The company can look forward to improvement in the quality of their system, which is the
internal management of the organization. Fallons is a service-oriented company that offers
services to the customers in their homes in different sectors such as gas services, home appliance
repairs etc. However, there is no proper employee hierarchy or an IT team in the organization for
which it has to now seek guidance from Information systems wizards. In many organizations,
they have their own dedicated team of experts in information systems who are responsible for
handling the information systems within the organizations (Zsambok & Klein, 2014). However,
in Fallons, the limited IT professionals who are presently working do not have much of expertise
in information systems and they can look forward to having such a team of experts. This is also
outside the scope of the human activity system. The system also does not provide a proper online
platform where the users/customers can post their grievances or concerns. This in turn also leads
them to be unhappy (Debei, Jalal & Lozi, 2013).
Efficiency, efficacy, and effectiveness of the existing HAS:
Efficiency:
The present human activity system monitors the productivity and the human roles in the
different lines of products and services offered by Fallons. The management systems is capable

14INFORMATION SYSTEMS IN FALLONS
of automatically updating the visits done by every electrician on a daily basis as well as the other
parameters used to monitor and keep a track of their records. The sales targets as well as the
progress of the sales representatives based on their daily sales records (DSR) are maintained by
the present HAS which facilitates the managers to keep a track of the productivity of the team
members and other employees working in Fallons (Bobek et al., 2013).
Efficacy:
The main factors of efficacy are that the company hires highly experienced professionals
from respective fields such as plumbing repairs, electric appliance repairs, carpentry etc. so that
Fallons can provide the best services to the customers. After the services, the professionals who
visit the customer homes also ensure to clean their houses as a gesture to make them satisfied
with the overall quality of service. This ensures that the company achieves the desired results
(Mardiana, Tjakraatmadja & Aprianingsih, 2015).
Effectiveness:
The effectiveness of the human activity management system is quite high since the
customers are quite happy with the vast range of services in the different domains of household
services that almost anything is catered as per their needs. This is possible since the effective
tracking of the employee productivity is done by the management system, which in turn helps
Fallons to initiate employee development and training programs. It ensures a better workplace,
which is again a major internal success factor for the company since 1962. The stakeholders are
also kept informed in advance about the possible business shortcomings that may come up in the
lean seasons so that adequate arrangements are made in advance. A proper disaster management
system is also present in Fallons that ensure that the business goals and normal operations are
still effectively carried out (Arquillos et al., 2015).

15INFORMATION SYSTEMS IN FALLONS
New information system to support the existing HAS:
Decision support system is another type of information system that can be used along
with the human activity management system within Fallons, which can help the managers, take
better decisions about the employees and the team members within the business. It will also help
the human activity management software to efficiently track the performance of the factory
workers in the assembly plants as well as the onsite electricians and other professionals hired by
the company, who makes appointment based visits to the homes of the customers (Rainer et al.,
2013). Even the performance of the sales representatives can be evaluated using this software.
The evaluation of the productivity of these employees can in turn help the management to take
decisions bout their professional growth as well as other internal aspects within Fallons. For
example, the human activity tracker in Fallons can keep a track of the number of visits (orders)
an electrician is completing in a day or the number of sales pitches and successful conversion of
sales are done by the sales representatives (Laudon & Laudon, 2015). Based on this result, the
decision support system can be used by the HR managers as well as team leads to determine the
level of productivity from the team members and employees and can aid them in taking decisions
about their promotions and salary hikes within the organization.
The decision support system will be customer facing in nature since the decisions taken
by the managers will ultimately be aimed to improve the overall quality of service provided to
the customers in order to improve the customer satisfaction levels and to attract new customers,
thereby to increase sales. The support system will be extremely efficient since it will used
advanced back end algorithms to give system-determined recommendations to the managers
based on real time scenarios and figures form the calculations. Surveys will be often conducted
to understand and analyze the level of customer satisfaction in the market that will be used by the

16INFORMATION SYSTEMS IN FALLONS
decision support system in order to recommend and help the manager talks any decision. The
support system will work in accordance with the results derived from the human activity
management system within Fallons (Jehanzeb & Bashir, 2013). Therefore, the manager can have
faith in the support system. The system will also be effective since it will be properly tested
before final rollout and will be tested with real-time scenarios within the organization.
Figure 2: BPMn model diagram for the information system for Fallons (Source: As created
by author using draw.io).
Recommendations for improvement:
System failure can be avoided by having a proper disaster recovery and backup system
within the organization, which should ensure that the data are regularly backed up and the
employees in Fallons are properly trained on the strategies and technologies that are being used

17INFORMATION SYSTEMS IN FALLONS
in the organization in order to efficiently overcome any unforeseen situations. Some of the
recommendations that I would like to provide to Fallons are listed below in the below mentioned
points (Govindan et al., 2015).
- The computers in Fallons can be protected with strong passwords that are a mix of
alphanumeric characters, as well as numbers and letters of upper and lower case
(Snyder & Diesing, 2015).
- Systems should be designed in a safe manner.
- Screening as well as background verification of the employees should be made
mandatory for the human resource department (Shaul & Tauber, 2013).
- Proper training about the human activity system as well as the other technologies and
strategies used in the different departments of Fallons should be conducted.
- Unknown emails should be avoided and not opened on the systems.
- Strong enterprise antivirus programs should protect all systems (Rothaermel, 2015).
Conclusion:
Therefore, it can be concluded for the above report that although Fallons have an existing
human activity management system there has to be improvements in it in order to improve the
working operations and ensure a better work place. The managers should better address the
different aspects of the employees and their concerns by considering the customer satisfaction at
the same time. Proper decisions can be taken using the decisions support system that will work in
accordance with the existing human activity support management system. If the risk assessment
for the company is one in the right way, the company can reach newer heights in the future.

18INFORMATION SYSTEMS IN FALLONS
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