ISYS 638 - Holiday Inc Business Analysis: QA, Stakeholders & Change

This report presents a business analysis of Holiday Inc, focusing on stakeholder identification and analysis, including their objectives and business requirements. It details plans for quality assurance testing, adhering to industry standards like ISO 9000 and AS9100, and outlines a change management plan addressing project constraints, process development, and role responsibilities. The analysis covers various aspects of the airline industry, including ground service, inflight services, and aircraft system testing, emphasizing the importance of customer service, environmental programs, and safety management systems. The change management plan includes identifying project constraints, developing processes, estimating probability and volume, defining roles, and implementing change logs for monitoring and reporting, ensuring effective control and adaptation throughout the project lifecycle.

Running head: Report on Business Analysis of the Holiday Inc.
Report on Business Analysis of the Holiday Inc.
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Report on Business Analysis of the Holiday Inc.
Part B
Stakeholder analysis – objectives and business requirements:
Government as the stake holder;- The government collects the taxes from the company and
also provides loan and grants to the company. Thus ultimately it benefits from the profit of
the company. The taxes earned are again invested back to the societal use. A business is
liable to the society if it is of large scale. The government take the stake to make the trust of
the people who are involved in the company operation and process. The lease, pollution, loan,
legal investment are to be considered by the government authority before approving the loan
and authority paper. The paper work needs to pass through all these the governmental
departments. They are working on the behalf of the citizens. They also have to that the
activity of the company does not affect the community in an adverse manner (Aviation-
safety-bureau.com, 2019).
Customers as the stake holders:- Customers depends completely on the company service.
They are the reason why the company is surviving. They take service or buy product in return
to the price paid. A loyal customer will always have interest in the service of the company
what they give to others.
Employee of the organization:- Be a small or large business an employee become the most
valued stakeholder of the company. They not only services and work for the company but
also maintains the working operation for the organization. They are interest holder for whom
a single change also matters and they can be affected by any management decision. The duty
of the organization is to maintain a positive and productive working environment.
Suppliers: they are provider of the raw material, parts of the machine or may be food and
beverage supplier they are the depend stakeholder. They earn from the company and thus
they are totally interested in the changes or management decision of the organization. The

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Report on Business Analysis of the Holiday Inc.
company has many supplier as their stake holder. The company needs to be fair in
creditability given to them so that at any point they don’t miss their payments (Bridges &
Bridges, 2019).
Financial institution:- They are not only the stakeholder but also the shareholder for large
companies. They give loan to the organization and keep a track of the business performance.
The company can loan only after they have the clear and transparent financial records. They
places the major interest in the company as the amount of financing happens in millions of
dollars.
Shareholders: Rest all the stakeholder who are interested in the companies operation are
highlighted earlier. They form the most important part this enable the organization to perform
a clean and transparent work.
Quality Assurance testing:
Quality Assurance (QA) is an activity of providing an audit process of testing that
everything is in accordance with the applicable requirement, standards and procedures. It is
carried out by independent and learned team of executive management. This should include
good maintenance procedure to meet the regulatory requirements.
The quality assurance of an airline makes sure that every activities included in the
operation of the airline industry is being conducted in accordance with the requirement,
standard and procedures by doing regular audits and inspections (Site, 2019).
There are standards on which the excellence is based some of globally followed are
ISO (International Standard Organization). The ISO 9000 series is for the company to be
identified as an excellent service provider. The ISO 9000:2008 series of standards are based

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Report on Business Analysis of the Holiday Inc.
on eight quality management principles used by the organization to evaluate and improve the
company’s performance based on:
 Customer focus
 Leadership
 Involvement of people
 Process Approach
 System approach to management
 Factual approach to decision-making.
 Mutually beneficial supplier relationship.
The international quality management standard for aerospace industry (AS9100) was
released in November 1999. It is designed for the aerospace industry in a effort to improve
quality and assure the integrity of supplies to the industry. The standard is given to the
companies that is following the standard mentioned above.
The activities that are included are:
 Flight operations
 Maintenance and routine check-up of the aircraft
 Customer grievance addressable.
 Environment pollution check up
 Safety management system
 Internal evaluation
These are done by two way method one internal and the other is by the authority. The
program is tailored in such a way that the all the operations are done without hampering the
work process.

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IATA supports areas of aviation industry by assisting the company to formulate policy on
critical airline issues. These the set of policies that the IATA has formulated to ensure safe,
secure and sustainable air transport industry those who are in association to it.
 Airport Slots
 Benefits of Aviation
 Cargo
 Charges & Economic Regulation
 Commercial Fuel Policy
 Environmental Policy
 Infrastructure Issues
 International Treaties
 Security
 Passenger Rights
The airline company or operation is divided into major 4 sectors. The operation of each
differs in some or the other way but majority of the work is same. The major asset of airline
industry is the aircraft and its people. There are various stage for the company to manage the
quality assurance of the work.
Line personnel;- These consists of pilots, reservation agents, flight attendants, security
guards. They make 85% of the labor force.
Operation:- Operational personals are majorly responsible to maintain the guideline to FAA
standards. Flight dispatchers keeps tracks of all the airlines flight.

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Maintenance:- The are huge industry that needs to be in perfect operation every time . even a
delay of 1hr can create a loss of huge amount in the industry. Thus almost 10% of the staff is
entirely dedicated to the aircraft maintenance.
Sale and marketing:- The one who sets the price and do the advertising task for the cargo,
passenger aircrafts and also look after the customer service. These are specialized staff
including lawyers, accountants and public relation staff.
The operation of an airline industry is divided into these steps:
 Air Transport
 Air Cargo Services
 Airport Aviation Services: Handling and Cargo
 Airport Aviation Services: Catering
 Call Centre
 Freight Forwarding & Logistics
 Airport Meet & Greet
 Engineering Services
 Hotels & Resorts
 Ground handling, Cargo Services and Travel
 Loyalty & Reward Programs
 IT Solutions
 Retail, Food & Beverage
 Retail
 Sports & Club Facilities
 Risk Management & Security
 Training

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Report on Business Analysis of the Holiday Inc.
 Tour Operator & Events Management & Travel.
The Testing Criteria
The Holiday Inc Airlines Service process analysis: - being a new company that is coming
in the industry will be operating in a highly competitive market as already a huge number of
the airline industry is operating. The demand and supply is ever changing thus a high
standards based on the new technology, value added service and customer demands is to be
maintained to be able to sell it service smoothly in the industry.
Ground service:- the check in allowed in 48 hrs globally. The check is done either at the
airport or can be through the online site. They also provides lounge and complimentary
services in all airports that gives a huge business.
Inflight services:- The flight attendants, food beverage, extra services, and even the luggage
management is a major standard for the quality testing. The service testing is done by
auditing it every day before takeoff of the flight.
Aircraft system testing:- Air vehicle , system T&E, Training, data, Industrial facility and
common support industry. The air vehicle system is comprise of Airframe, propulsion,
central computer, data display and controls. The system is comprised of more than 50 system
and software workings and everything has to be made based on the standard provided by
IATAA. The costing and pricing can be high or low but the safety standard can’t be
compromised. The quality assurance is highly active in this sector and any discrepancy can
lead to accidents causalities ultimately decreasing the rating of the flight and violating the
safety assurance. This includes the maintenance and routine check-up of the aircrafts.
Business process and design- The business will start to operate when the system is properly
designed. This requires step by step formation and designing of the reservation to take off of

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Report on Business Analysis of the Holiday Inc.
the customer and the luggage management. There are major standards for these services that
are followed across the aviation industry. The company has divided two categories for the
customers. One who are frequent fliers and the other who fly occasionally. The booking of
the flights may be depending on the promotion and strategies followed by all airlines in
general. The rates are also competitive and the company can’t give their own rates that may
affect the sale of other airline companies.
Human resource management- This is the requirement of the company to manage an
adequate level of employees to not lag in the service. The condition for requirement and
training is to be met by the standard policy of the airport authority. The recruitment of the
Pilot, ground staff, and technical staff should be trained and should be meeting the aviation
industry requirement.
Customer service and grievance:- the quality service provided to the customer is very
essential to pass the testing phase. The testing phase check how strongly the company has
formulated the structure to address any problem faced by the customers. The customer are
king in the aviation industry because there is a huge number of airline present in the market.
The there are 8 ways to check if the customer are satisfied or not. The industry has to follow
that standards and pass the testing for customer quality service provider.
Environmental program- it is an quality assurance system that works on the pollution
prevention and integration systems. Safety management system (SMS) enforces the safety
standards for air traffic and airspace system.
Aviation quality assurance systems are very important for proper working and
maintenance of the company. The aviation industry has to be well prepared and all ways
ready to avoid any foreseen incidents.

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Report on Business Analysis of the Holiday Inc.
Change Management
Change management plan defines new activities for managing and controlling change
while executing a project. The change is measured on the baseline, details and description of
the project scope, schedule, budget and plan to manage risk, issue, quality and change.
Change occur throughout the project life cycle.
The framework of Change management;-
Identifying the project constraint:- The scope, budget, schedule or quality is the more
important. The driving constraint receives consideration to acknowledge the change (Cook,
N. D. 2015).
Developing the process;- The a need to form the process based on the available resources.
The process is required to manage, evaluate and authorize the change. With a process outline
everything is unmanageable.
Estimating the probability and volume- This is expressed in terms of scope, budget,
schedule and quality. The volatility rise if the obsolete methodology or technology is used.
This may lag the team in doing the change management on time.
Define change management roles, responsibility and competencies;- The role includes
change manager, change evaluator ( lead), change decision makers. It will also include
expertise or any specialized person.
Change log, monitoring and reporting;- this is a log where all the changes are tracked. The
changes are identified if tht has been done and is working in the required progress. Otherwise
there will be not method to know if the change is working or not (Attallah, N. F. 2015).

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Report on Business Analysis of the Holiday Inc.
Define evaluation process and principles:- The evaluation of the workflow by the
evaluator. Classification of changes that my impact the process and how far the success has
been achieved.
Guideline to communicate the change to the team:- The team needs to know what changes
has been done. The plan describes whom and how communication should appear in the
change management plan.
The change management is a vital step and the plan need to be formulated according
to the available resources and effect that it will have on the team. The change should be in
line to the present working structure of the organization so that the change does not affects
working process of the organization.
Methods of communicating change to stakeholders
The end users of the newly designed system are the stakeholders. The level of impact
on each stakeholder is to be noted. They may gain or may lose from the change it depend on
the impact they have on the project and other organization. The information can be captured
through a variety of method like interviews, surveys, discussion on the forum. Many a time
an earlier involvement of the end users benefits the quality of the new system (Hussain, Y. K.
2015).
Methods are as follows:-
 Scheduling meeting:-
 Sending news letter
 Online communication through mail
 Conference call
 Lunch meeting

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Report on Business Analysis of the Holiday Inc.
These are the most used method to communicate the changes to the stakeholders and then
identifying the impact that it has on them.
Conclusion
The business analysis is a process to that do the change in the organization. The major
job of the business analyst is to communicate the change to it the stakeholders. They form the
business plan and also the roadmap how to manage the change. They are also responsible for
the up gradation, profit or loss or increase in the service value of production of the
organization. The stakeholders are the majorly effected by the change in the business process
so it is very important for the Business analyst to keep the stakeholder in the change process
so that the impact is well known to them. The stake holder in the airline industry are very
much impacted by even a small amount of change the interested is for a very large amount.
Quality assurance testing is the major process before and after any change management. The
testing is done based on the standard followed in the industry and sometime the leverage is
given depending on the company’s operation. The report has highlighted some of the major
issue and impact and change management and Quality assurance testing.
Reference
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Attallah, N. F. (2015). Evaluation of perceived service quality provided by tourism
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