ICT501 - Business Analysis and System Development Approaches Report

This report presents a business process analysis and redesign for the Taj Hotel, examining its current operations (As-Is model) and proposing improvements (To-Be model). The analysis identifies issues such as inefficient room booking processes, lack of staff training, and a need for a centralized database. The report recommends implementing a central database system to streamline operations, improve customer service, and enhance the efficiency of the hotel's various departments, including housekeeping and customer service. The study utilizes various data collection methods, including interviews, questionnaires, and observations, to inform its findings and recommendations, ultimately aiming to improve the hotel's competitiveness and customer satisfaction. The report concludes with a discussion on the benefits of the To-Be model and the importance of continuous process improvement.

Business analysis and system

Contents
Introduction...........................................................................................................................................2
Background about the organization.......................................................................................................2
Background about the processes............................................................................................................2
As-Is model...........................................................................................................................................5
Issues with the process..........................................................................................................................6
Recommendation for the improvement..................................................................................................7
To-Be model..........................................................................................................................................7
As-Is and To-Be model:........................................................................................................................9
Process Model:....................................................................................................................................10
Conclusion...........................................................................................................................................10
References...........................................................................................................................................10

Introduction
The success of the organization depends on the business processes accompanied for
managing the different units of the enterprise. The processes and procedures should be
improved for resolving the issues and gaps which exists in the working culture of the
business. The purpose of this paper is to analyse the processes of the organization through the
development of As-Is model and To-be model. The efficiency and effectiveness of the
enterprise working can be enhanced by improving the processes used for providing services
and facilities to the customers.
Background about the organization
The Taj hotel is located in India and is successful in providing quality of service to the
customers. The emergence of new and advanced marketing procedures can affect the growth
of the hotel organization. The hotel management system focuses on providing quality of
service and facilities to the customers. The working of the hotel management system depends
on the value created for sustaining the long term growth of the enterprise. The success of the
business depends on the core processes used for managing the communication between
different departments of the hotel such as house-keeping staff, food and catering staff,
purchase staff, and others. The organization wants to transform its working processes to
entertain customers so that the positive response can be received by them and make the
enterprise ahead of their competitors in the global market (Scott, 2016). The business process
helps in improving the operating efficiency of the enterprise by managing house-keeping
requirements; welcome procedures for the customers, providing good quality food, and other
facilities.
Background about the processes
The operation of the hotel organization depends on the house-keeping supporting function,
managing resources according to the requirement of the customers, providing quality food,
and others (Seppala, 2013). The operating business process focuses on translating the input
into output for increasing the growth of profitability of the enterprise. The customer
requirements should be clearly determined for understanding the goal and mission of the
organization to deliver good services to the customers. The operation program of the hotel
management system is comprised of four processes which are classified as below:

 Control procedures for housekeeping staff members
 Physical and human resource allocation process model
 Welcome process at arrival and departure of the guest
 Providing good quality food and beverages
The operational efficiency of the hotel management program can be improved by enhancing
the power of visioning the goal and objectives of the enterprise. The strategic plan should be
developed for providing the quality of services and facilities to the consumers as they
demanded. The relationship among the internal and external stakeholders helps in improving
the flow of information and resources among the business partners to complete their specific
tasks within the given amount of time. The services should be designed by analysing the
feedback and reviews so that the gaps identified can be resolved by systematic planning of
the operating planning. The services and facilities should be tested before providing them to
the consumers. The efficiency and effectiveness of the operating processes depends on the
resources management program. The business concept should be clearly defined so that the
operating processes should design in the direction of project goal and objectives. The project
boundaries are drawn for improving the quality of service and work efficiency of the
stakeholders. The managerial efficacy of the top executives can be improved by organizing
the coordination and cooperation among the stakeholder. The competitiveness among the
team members helps in enhancing the work efficiency and throughput. The following
diagram shows the operating processes which are used for improving the business
performance and hotel management system to provide quality of service to the customers.

The designing of the operating processes framework helps in managing the synchronisation
in the working structure of the existing architecture of the hotel. The organization is working
hard to remain ahead of the market competitors so that large number of customers get
Operating Processes
House-keeping
processes
Resource
allocation
processes
Welcome
processes
Food and catering
processes
Supporting services and processes
Identifying
marketing need and
requirement
Identifying
customers need and
requirement
Identifying
technology need
and requirement
Identifying
processes need and
requirement
Managerial processes
Managing human
resource allocation
Managing Physical
resource allocation
Managing financial
resource allocation
Managing quality
management
program

attracted towards the TAJ hotel and remain connected with it which helps in increasing the
profit earned by the organization. The services provided to the customers in accommodation
and food and beverages should be of good quality (Lebcir,and Choudhrie, 2011). The
preference should be given to the health and hygienic condition. The accommodation services
should be breakdown into number of interrelated process model such as washing of clothes,
cleaning, ironing, and others. The house keeping staff activities and working hours are
scheduled. The duty time of the house keeping staff changes so that customers can get 24 * 7
hours customer services support and house-keeping facilities (Otieno, 2014). The level of
satisfaction and feedback of the customers should be taken for analysing the efficiency of the
house-keeping staff to provide quality of service to the customers.
As-Is model
The As-Is model is developed for analysing the structure of the current business operating
processes. The systematic framework should be developed of the operating process deployed
by the existing working structure of the Taj hotel so that gaps and flaws can be identified
easily and thereon the improvement plan can be effectively developed. The As-Is process
model is used for analysing the issues and problems in the existing working structure of the
enterprise (Halls, 2012). The streamlining and aligning of the processes helps in achieving
the goal and objectives of the enterprise. The stakeholder requirement and change in the
requirement specification can be easily determined by developing the As-Is process model of
the undertaken hotel organization. The As-Is model is constructed by performing the
effective data collection techniques so that the obscure in the operating process can be easily
determined and can be set for improvement (Scott, 2016).
Interview: The interview session is organized with the team members and the top executives
of the Taj hotel so that the problems and issues in the working structure can be determined.
Questionnaire: The Questionnaire is organized with the expert group and the customers so
that the variance in their requirement and the quality of service provided by the organization
can be effectively judged.
Observation: The observation helps in analysing and evaluating the working structure and the
responsibilities provided to the team members of the Taj hotel.

Round table discussion: The round table discussion should be arranged with the expert
groups and the top executives of the Taj hotel so that the gaps and issues of the working
processes can be effectively determined and discussed and subsequent improvement plan can
be developed for increasing the efficiency of the project.
Issues with the process
The operating process of the Taj hotel is accompanied with various issues. The employees
put their grievances that the systematic planning of the processes and activities is not done by
the top executives which create the problematic and conflicting situation in the working
environment of the hotel. The synchronised approach is not followed for analysing the
availability of room. The customers had to wait in long queues for booking of the room. The
house-keeping staffs are not having specific training to provide quality of service to the
customers (Lebcir, and Choudhrie, 2011). The award and reward system is not organized by
the top executives of the organization for positively motivating the employees to show their
willingness in their work and helps in increasing their throughput and efficiency. The major
issues which exist with the operating process of the hotel management system are that the
customers are not able to get instant enquiry related to the availability of room. The
organization wants to transform its working processes to entertain customers so that the
positive response can be received by them and make the enterprise ahead of their competitors
in the global market The longer time is taken for identifying the availability of room. The

searching process results in wasting of time of the customers and the team members. The
mapping of process helps in analysing the issues and gaps which exists in searching of the
room availability of the existing working process of the hotel Taj.
Recommendation for the improvement
The level of satisfaction and feedback of the customers should be taken for analysing the
efficiency of the house-keeping staff to provide quality of service to the customers. The
operating process of the Taj hotel can be improved by deploying the central database for
hotel management system. The central control on the database information helps in
increasing the efficiency of the receptionist in providing instant response to the enquiry
posted by the customers for the availability of the room and hence increases the level of
satisfaction (Beleiu, Crisan, and Nistor, 2015). The gaps and flaws identified in the As-Is
model can be improved by changing the working scenario of the existing structure. It is
recommended that the central database is created for the organization which helps in storing
the information related to the availability of room, arrival and departure of the customer,
check out and check in date of the customers, providing quality of services and facilities to
the customers as asked by him during the booking of the room. The central database also
keeps the information related to the house-keeping staffs about their duty hours and others
(Kuo, 2012). The designing of the operating processes framework helps in managing the
synchronisation in the working structure of the existing architecture of the hotel. The services
provided to the customers in accommodation and food and beverages should be of good
quality (Lindh, 2012). The preference should be given to the health and hygienic condition.
To-Be model
The To-Be model is constructed for resolving the issues and gaps which are identified in the
As-Is model of the Taj hotel management system. The managerial and the operational process
of the hotel can be improved by developing the central control on the information stored in
the database. The to-be model sets criteria for analysing the success of central database
deployed for increasing the efficiency and work throughput of the receptionist by satisfying
the customer in providing instant response of the query posted by them with respect to the
availability of the room. The work strategy of the house-keeping staff should be changed
according to the requirement placed by the customers during the booking of the room

(Baccarini, 2015). The services and facilities are provided to the customers according to the
demand placed by the consumers.

As-Is and To-Be model:

Process Model:
Conclusion
It can be concluded that the operating process of the Taj hotel should be changed and
transform to the development of centralized control on the database so that the customers ar
provided with the instant response of the query posted by them with regards to the room and
required facilities and services. The As-Is process model is used for analysing the issues and
problems in the existing working structure of the enterprise. The streamlining and aligning of
the processes helps in achieving the goal and objectives of the enterprise. The To-Be model is
constructed for resolving the issues and gaps which are identified in the As-Is model of the
Taj hotel management system. The operating process of the Taj hotel should be changed with
the central database so that they can remain ahead of the competitors.
References
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http://www.efos.unios.hr/repec/osi/journl/PDF/InterdisciplinaryManagementResearch
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A10002.pdf
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https://scholarworks.waldenu.edu/cgi/viewcontent.cgi?referer=https://
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