Impact of Digital Technology on Business Operations

This report analyzes the significance of CRM digital technology in improving business functions and operations, with a focus on Qbic hotel. It explores the impact of digital technology on various departments such as marketing, operations, accounting, and HR.

Managing a successful business
project

Table of Contents
Background of the study..................................................................................................................1
INTRODUCTION...........................................................................................................................1
OPERATIONS 1..............................................................................................................................2
P1 Aims and objectives of the report.....................................................................................2
P2 Project management plan..................................................................................................2
P3 Gantt chart.........................................................................................................................4
P4 Application of qualitative and quantitative research techniques.......................................5
OPERATIONS 3..............................................................................................................................9
P5 Analysis of research data...................................................................................................9

Topic – Impact of Digital Technology on business operations.
Background of the study
Digital-technology has changed the methods through which various organizations
perform their business functions or activities. Over the last many years, its has dramatically and
continuously changed traditional models of different businesses as well as it has transformed
almost every business operation. Optimum utilization of digital technology provided
organisation with a lot opportunities and choices to grow and develop their businesses. Digital
technology has also helped organizations to develop their existing products or services and offer
them to attract more customers. It has affected various departments or areas of organisation
which are described as below -
 Marketing – The organizations make use of digital technology such as social media
platforms to communicate interact with the customers directly. It also assists the
businesses to promote their products and services to a huge audience easily and
effectively.
 Operations – The technologies such as Cloud storage helps organizations such as Qbic
hotel to share, fill and store important data or information. Development of new systems
of operations and equipment help the organisation to effectively improve their
performance and achieve their business goals or objectives.
 Accounting – The organizations uses various technologies such as DBMS software which
provides great support to the account's department of Qbic hotel in order to maintain
relevant record of transactions and financial statements. Schermerhorn and et.al,
2014. Human resource management – There are many systems and software for
supporting human resource management system such as the Payroll management system.
These technologies help the human resource management to track the employee's
performance and maintain the records related to their compensation, leaves, bonuses etc.
INTRODUCTION
Changes in the business environment are challenge to organizational operations and
functions. The companies or organizations needs to deal with the various changes with the help
of an effective change management system in order to minimize the negative effect of the
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changes' in the business environment. This report is in the context of Qbic hotel, the study will
identify the various impact of digital technology on the working or functioning of the
organization. The report will provide a brief knowledge about the implementation of technology
in the business activities and its impact on the organizational operations or performance.
OPERATIONS 1
P1 Aims and objectives of the report.
Aim – To analyze the significance of CRM digital technology in improving the business
functions and operations. - A study on Qbic hotel
Objectives
 To determine the transformation of organizational activities and performance of Qbic
hotel by utilizing digital technology
 To understand the significant of Customer relationship management(CRM) in changing
the functions of the business.
 To analyze the effect of CRM on the functions of cited organisation.
 To recommend effective strategies in order to improve the functions and performance of
the company.
Research questionnaires -
1. What is the significance of CRM in the transformation of organizational functions?
2. What are the modifications in business activities and performance of Qbic hotel after the
implementation of digital technology?
3. What are the effect of Customer relationship management on functions of Qbic hotel?
P2 Project management plan.
Operations Name Duration Start Finish Predecessors Cost
Initiation £1,100,00
Establishment of
Project Charter 3 days 20/01/18 23/01/18 £150,00
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Resource need
identification 6 days 24/01/18 31/01/18 2 £500,0
Formulation of aim
and objectives 1 day 01/02/18 01/02/18 3 £300,0
Deadline setting 3 days 02/02/18 06/02/18 4 £150,00
Planning £2,200,
Project Scope 3 days 07/02/18 09/02/18 5 £300,0
Data Collection 14 days 07/02/18 26/02/18 5,6 £800,0
WBS structuring 3 days 12/02/18 14/02/18 7 £500,0
Budget Planning 3 days 27/02/18 01/03/18 8 £600,0
Execution 20/01/18 20 January
2018 £3,000
Quality Assurance 4 days 27/02/18 02/03/18 8,9 £1,500,
Team Training 6 days 02/03/18 09/03/18 10 £1,500
Monitoring and
controlling £35,20
Integrating change
control 3 days 10/03/18 13/03/18 11 £2,020,
Controlling and 6 days 14/03/18 20/03/18 12 £1,500,0
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monitoring project
Checking Quality 5 days 20/03/18 25/03/18 13 £49,00
Closure £12,49
Project Evaluation 3 days 26/03/18 28/03/18 14 £1,200,
Project Modifications 3 days 28/03/18 30/03/18 15 £49,00
P3 Gantt chart
P4 Application of qualitative and quantitative research techniques
Research methodologies
Research strategies consist of various basic components of research that causes the
person to decide compelling ways and example of leading fruitful research. This additionally
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gives various types of apparatuses according to the way toward directing exploration that is
chosen by researcher. It additionally consists of proper procedures that are should have been
used by the researcher for accumulation of significant information and data and remembers it
adequately through use of the most straightforward approach as indicated by the devices and
which are utilized for gathering of data and information. Also, this examination procedure
guarantees and backings the exploration researcher in sorting out moral research process which
expects to defend the assurance of human feelings, qualities and convictions. Further, the
researcher has chosen different research strategies approaches according to the examples of
gathering data since synchronizing the endeavors of data and information with the methods of
research assumes a vital part in making the examination more productive and powerful.(McKie,
R.M. and et.al,, 2015)
 Research Philosophy: these are considered as imperative methods which decided the
conviction of researcher identified with the methods for gathering, watching and
dissecting the data and information. Likewise, gives the headings to the researcher to
think about the sources that aides in handling and picking up information and nature of
study. Researcher will accomplish a help from investigate theories being developed
comprehension over the examination point and theme. Further, there are two kinds of
research methodologies that are positivism and interpretive. Both these methods of
insight help in dissecting the issues and infer conceivable arrangements. Positivism
theory of research will give an organized arrangement to the researcher for leading the
examination procedure and empower to get the arrangements from the accessible
information. It is based the statistical data points which are now accessible. Further,
interpretivism reasoning includes a subjective approach of research and unstructured
configuration of leading exploration on investigating the significance of CRM advanced
technology in changing the business activities and its execution. It consists of techniques
like meeting, way to entryway addressing. Perception and center gatherings. Along these
lines, for making the examination more dependable in this operations the researcher will
make utilization of interpretivism rationality. Lu, B and et.al, 2015).
 Research design : This is considered as significant and complex piece of study and its
procedure as it is the blue print of gathered data. It gives different vital parts of research
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outline according to the examination approach and the methods of insight utilized for
advancement of understanding like bargain, exploratory, cross sectional, clear and
expository plan. Additionally, this expository research plan techniques helps the
researcher in distinguishing proof of each perspective to gather information and each
conceivable strategies to translate the information which is gathered profoundly by
remembering all the part of effect of computerized advancements on business exercises.
Further, technique for exploratory plans is centered around dissecting the data to the most
profound understanding which is now and then tedious and hard to examine. Be that as it
may, in this exploration venture the researcher will make utilize distinct outline
techniques as it compelling, most effortless and less tedious process. (Holland, P. and
Bardoel, A., 2016).
 Research Approach: It is additionally compelling technique for examine that helps the
researcher to decide the adequacy of process used to lead investigate. It consists of the
devices that are utilized for exhibit of learning of data gathered by the researcher. In look
into approach, individual will assemble and perceive the data through application and use
of different hypotheses and rules that is utilized to show the particularity of the gathered
information and data. Further, there are two formal research approaches like inductive
and deductive. Inductive approach help the researcher being developed of speculations
and essential standards based on officially accessible raw numbers. On in spite of this,
deductive research approach suggests to the utilization and Sampling of important raw
numbers which are now accessible. Further, in these arrangements are considered as
theoretical yet helps in getting conceivable and precise data. Accordingly, in this
procedure the researcher will make a viable utilization of deductive approach as in this
analyst has likewise perceived the data and drawn theoretical and precise outcomes on
the significance of CRM advanced technology in changing the business operations and its
execution. Aldehaim,and et.l, 2016).
 Samplingitative strategies for inquire about assumes a fundamental part in investigate
process on the grounds that in this researcher will decide the and focuses on the
respondents among the huge gathering of populace. Be that as it may, it is the assurance
of respondents between different number of individuals who can be considered under the
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procedure. In this strategy, the specialist will utilize potential workers of QBIC hotel who
will help the researcher in accumulation of significant and dependable data.( O'Hara, S.
and Pritchard, R., 2014).. As in the present investigation researcher need to gather data with
regard to the progressions made in advanced technology that backings the undertaking in
development and development. There are a few kinds of examining techniques are
accessible among which the researcher needs to choose a sufficient strategies like
Systematic, irregular, bunch and multistage Sampling. In display explore, researcher has
chosen the arbitrary Sampling technique that in which it has chosen an example size of
20 capability of workers firm extraordinary branches of QBIC hotel. HHarri and et.al,
2015Data collection: imperative quantitative technique for look into that infers to the
gathering of data from test measure which researcher has chosen in examining. There are
tow techniques for information gathering like essential and auxiliary. In display report,
researcher has essential strategy for information accumulation to assemble new and
precise information from the workers which can be effectively investigated and translated
with the assistance of diagrams and figures. Alongside the poll will be created by
researcher to accumulation data to investigate the significance of CRM advanced
technology in changing the business activities and its execution. Though auxiliary
technique for information accumulation is additionally utilized by researcher to gather the
data from accessible articles, diaries and inquires about which are now distributed or
achieved by writers on comparable theme.(Scott, J.C. and Poteet, M.L., 2017)
 Data analysis : After the gathering of information, it is additionally basic for the
researcher to deciphers the information and data to get legitimate results of research
alongside the achievement of point and destinations. In show report, quantitative strategy
for information investigation has been utilized by researcher in which it will make utilize
if graphs and chart for translation of information which is gathered by utilizing survey.
Besides, in these procedures subjects and diagrams are readied and based on it
elucidation has been finished. Subsequently, topics bolster specialist in assessing the
outcome successfully.
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 Moral considerations - It refers to the assurance of right and wrong data of the
circumstance when leading exploration process. While leading examination, researcher
needs to guarantee that ethical estimations of test populace i.e. employees of QBIC hotel
won't get hurt. It has likewise needed to guarantee that information and data ought to be
gathered in moral ways and no superfluous inquiries will be asked in poll. Alongside this,
researcher has likewise determined that the information which is taken from optional
sources will be referred to appropriately. It is additionally viewed as that data is gathered
from employees by taking their consent and every one of the information will be kept
confidential.( Garvey, K. and Wolfsdorf, J.I., 2015).
Task 3
P5 Analysis of research data
Data Analysis
Name:
Designation:
Organization:QBIC Hotel.
1. Age groups
a) 20 to 30
b) 30 to 40
c) 40 and above
2. Do you believe that digital technology is significant in customers relationship management?
a) Yes
b) No
3. Activities of which department is mostly transformed after execution of advance digital-
technology?
a) Operations
b) Marketing
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c) Accounting
d) HR
4. Does Qbic hotel give great value to Relationship with customers?
a) Agree
b) Disagree
c) Not sure
5.Do you believe the organization is capable to offer effective services to their customers?
a) Yes
b) No
c) Note sure
6. Do you believe that the company utilize effective data base management to store the
information of customers?
a) Yes
b) No
c) Not sure
7. Which problem has appeared the most after execution of digital technology?
a) High Labour turnover
b) Training requirements
c) Data hacking
d) Decline in employee participation.
8. Do you believe that organisation performance after execution of digital technology in
functions has been enhanced?
a) Yes
b) No
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9. Do you believe that working environment of the organization is appropriate to meet the
demands of internal customers?
a) Yes
b) No
10. How can the organisation can effectively transform its business activities and improve its
performance.
a) Investment in technology
b) Employee retention
c) Providing training to employees
d) Focus of marketing.
Theme 1 – Age group
1. Age lies between Number of responds
a) 20 to 30 12
b) 30 to 40 5
c) 40 and above 3
Total 20
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Interpretation - From previously mentioned table, plainly there are 12 respondents in association
whose age lies between the 20 to 30, 5 respondents are those whose age lies between 30 to 40
years and there are just 3 respondents whose age was over 40 years. Along these lines,
unmistakably the time of greater part of employees from test size of 20 lies between 20 to 30
years.
Theme 2 –Significance of Digital-technology in Customer relationship management
Do you believe that digital
technology is significant in
customers relationship
management?
Number of
respondents
a) Yes 16
b) No 4
Total 20
11
a) 20 to 30 b) 30 to 40 c) 40 and above
0
2
4
6
8
10
12
14
12
5
3

According to the previously mentioned outline, it is examined the there are 16 workers who have
reacted that advanced technology has its significance in management of association with the
customers. Further, just 4 respondents from QBIC hotel who feel that it isn't essential.
Notwithstanding, plainly computerized technology has its real significance in customer
relationship management.
Theme 3 – Department which is mostly transformed by the implementation of digital
technology
Activities of which department is
mostly transformed after execution
of advance digital-technology?
Number of
respondents
a) Operations 7
b) Marketing 10
c) Accounting 2
d) HR 1
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From the previously mentioned, it is deciphered that there are 7 respondents who have said that
the elements of operationss division is for the most part changed after the execution of inventive
advanced technology, 10 respondents has denied this and said advertising capacities have been
influenced, 2 respondents have for the bookkeeping office while there was just 1 respondent who
have said HR office's activities are influenced the most. Nonetheless, plainly operationss of
showcasing office in QBIC hotel is for the most part changed after usage of creative advanced
technology.
Theme 4 – Relationship with customers valuable for Qbic hotel
Does Qbic hotel give
great value to
Relationship with
customers?
Number of
respondents
a) Agree 11
b) Disagree 7
c) Can't say 2
Total 20
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Above given outline obviously decides the result that 11 respondents are the individuals who are
concurred with the announcement that association with customers will be given awesome
incentive by QBIC hotel, 7 Respondents have denied this announcement though 2 respondent
have not said anything with regard to it. Therefore, it is obvious from the above investigation that
organization gives incredible esteems and spotlight on the improvement of association with the
customers.
Theme 5 – Ability of the organisation to provide effective services to the customers
Do you believe the
organization is capable to
offer effective services to
their customers? Number of respondents
a) Yes 12
b) No 6
c) May be 2
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Total 20
Interpretation – The researcher needs to identify the effectiveness of the hotel in providing
impressive services to their customers. The question was asked to 20 respondents, 12 said yes it
is capable 6 said it is not and 2 were not sure. Hence, it can be concluded from this analysis that
Qbic hotel can provide effective services to the customers by using digital technology.
Theme 6 – Effective data base management to store information
Do you believe that the
company utilize effective
data base management to
store the information of
customers?
Number of
respondents
a) Yes 15
b) No 4
15

c) May be 1
Total 20
Interpretation – In order to identify that whether the hotel is utilizing effective data base system
to store information the researcher analysed 20 respondents. 15 respondents agreed that the
organization is using data base system, 4 individuals said no and 1 had no idea. It proves that
Qbic hotel is utilizing effective date based system in order to store custoemr's information safely
and securely.
Theme 7 – Problem faced due to the use of digital technology
Which problem has appeared
the most after execution of
digital technology?
Number of
respondents
a) High Labour turnover 3
b) Training requirements 11
c) Data hacking 4
16

d) Decline in employee
participation. 3
Total 20
Interpretation – The above examination as to analyse that which is the major problem or issue
faced by Qbic hotel due to the implementation of digital technology. The researcher asked 20
employees to identify which is the major issue raised due to technology. 11 respondents said that
training requirement has been increase, 4 said that data hacking is the issue raised and 3 replied
that employee participation has been reduced due to digital technology. Therefore it is concluded
that digital technology increase the need of employee training.
Theme 8 – Performance of company after implementation of digital technology
Do you believe that
organisation
performance after
execution of digital
technology in functions
Number of respondents
17

has been enhanced?
a) Yes 16
b) No 4
Total 20
Interpretation – The researcher asked another important question to 20 respondents to identify
whether the organization performance is improved due to technology or not. 16 respondents
agreed that technology has improved organization performance where as 4 employees disagreed.
Theme 9 – Working environment of the Hotel meeting the demand of the customers
Do you believe that
working environment of
the organization is
appropriate to meet the
demands of internal
customers?
Number of
respondents
a) Yes 7
18

b) No 13
Total 20
Interpretation – The researcher asked another question to identify whether the working
environment in Qbic hotel is appropriate to meet the demands of internal customers. 13
employees said that it is not appropriate and 7 respondents said that yes it is. Therefore, it is
concluded that Qbic hotel needs to improve its working environment.
Theme 10 – Transformation of business operations and performance effectively.
How can the organisation
can effectively transform
its business activities and
improve its performance?
Number of
respondents
a) Investment in
technology 11
19

b) Employee retention 3
c) Providing training to
employees 5
d) Focus of marketing. 1
Total 20
Interpretation – According to the above analysis researcher asked a important question
regarding the technique which can be used in order to transform business activities and improve
performance of the hotel. 11 respondents suggested that investment in technology can be the
most effective method, 5 individuals said that provideling trainings to employees can also be
useful, 3 respondents said that building employee relation can also be helpful and 1 had no idea.
Therefore it can be concluded that investing in technology can help in improving the
performance of the Qbic hotel.
P6 Recommendations from the exploration results and information examination.
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According to the study conducted by the researcher, it has been dissected that researcher
has distinguished computerized technology assumes a fundamental part in rolling out
transformation improvements in the business operations of QBIC hotel. Through utilization of
imaginative advanced framework and management organization has expanded its association
with the customers and ready to gave 24 hours managements to their customers. Alongside this,
it is dissected determination of successful research strategies has offered help to the researcher in
fulfillment of previously mentioned outline that there is real significance of CRM advanced
technology in changing the business operations and its execution. Utilization of interpretivism
theory has offers help to the researcher in making the examination more solid and compelling.
Utilization of enlightening technique for investigate configuration process by the researcher has
give him bolster since it is viable, most effortless and less tedious process. Deductive technique
has been utilized by researcher deductive approach as the data and drawn theoretical and exact
outcomes on the significance of CRM advanced technology in changing the business activities
and its execution. Further, technique for examining which is utilized by researcher was
successful significant help in getting data however it is prescribed to the researcher that it can
likewise utilized methodical inspecting strategies which is additionally useful for gathering of
data. From the gathered information, it is reasoned that organization needs to enhance its
business activities and execution for which it is recommended that they should interest in
establishment and usage of new technology . For determination of issues at working
environment, QBIC hotel needs to lead exceptional preparing program for its worker with the
goal that employees will be work the new advanced technology framework. Other than this ,
researcher can likewise utilize different strategies like positivism , inductive, exploratory for its
examination alongside additionally concentrating on the utilization essential information
accumulation technique.
TASK 3
P7 Reflection on benefits of undertaking examination to meet the expressed goals.
The above research is most unpredictable assignment for the researcher as it requires
commitment and application abnormal state of endeavors to gather the data from the general
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population. It is particularly critical that researcher have positive esteems towards the
consummation of operations morally with the goal that appropriate research can be led and
dependable information can be accomplished. According to the successful investigation, plainly
there are different sort of research techniques which can likewise be utilized to understand the
effect on computerized technology on the help of development and advancement. Points and
destinations are being determined to the premise of the subject which gives a profound learning
of components of computerized technology which has given significant effect of business
exercises QBIC hotel practical units like activities, advertising, bookkeeping and Human asset
division. Powerful venture management was created which has offered help to get the
exploration finish and aides in making plans according to the idea of the errand. Gantt diagram
was likewise grown with the goal that the course of events and the organized of finishing the
operations will be encircled. Both subjective and quantitative techniques for information
accumulation was utilized by researcher which has offered help in gathering of data from the
chose test size of 20 employees of QBIC hotel from various utilitarian units. Research has given
information of technique for advancement of survey and confining inquiries for investigate based
on points and targets.
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