Improving Operational Systems: Luton Town Residences Project Report

This report examines the operational systems of Luton Town Residences (LTR), a residential service provider with self-catering facilities. The report begins with an overview of current operational systems, including two-way radios, hotel service optimization systems, DECT phones, and complete hotel communication solutions, highlighting their strengths and weaknesses. The core of the report offers reasoned recommendations to enhance these systems, emphasizing the importance of continuous feedback, system software preparation, face-to-face communication, conducting meetings, and regular training sessions. The report suggests implementing Total Quality Management and Key Performance Indicators to improve operational efficiency. Finally, it presents a project plan to implement these recommendations, including a Work Breakdown Structure (WBS), a Risk Management Plan, and a proposed budget, providing a comprehensive strategy for improving internal communications and data integration at LTR.

Operations And Project
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK...............................................................................................................................................3
Give an overview of the current operational systems in place to facilitate internal
communications and connect data silos with reference to academic concepts, models and
theories...................................................................................................................................3
Give reasoned recommendations to improve and/or add to these operational systems. Support
your recommendations with high-quality evidence where possible. .....................................5
Present a Project Plan to implement your operational recommendations, including, at
minimum, a WBS (Work Breakdown Structure), Risk Management Plan and proposed
Budget.....................................................................................................................................8
CONCLUSION .............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Operations and Project Management refers to set of practices which deals with regular
strategic activities of business. It includes the responsibilities of project managers such as define
& plan projects, oversee & coordinate the execution of projects, manage the schedule, monitor
the budget, report & measure progress and manage teams. However, it consist various duties of
operations manager like address & determine opportunities and issues, managing the budget,
planning, reporting & auditing, make sure about regulatory compliance, create operational
processes & policies and overseeing daily operations (Beringer, Jonas and Kock, 2013). In
context of this report, it is based on Luton Town Residences (LTR) which provides residential
services to people with self catering facilities for making them feel self sufficient as well as
comfortable. It is also has better services standards which is favourable for guests to live in hotel
rooms comfortably. This assignment will focus current operational systems for facilitating
internal communications and connect data silos including desired models or theories. It will also
include the reasoned recommendations in order to enhance the current operational systems. The
project plan to apply operational recommendations including work breakdown structure, risk
management plan and proposed budget is given below.

TASK
Give an overview of the current operational systems in place to facilitate internal
communications and connect data silos with reference to academic concepts, models and
theories.
Operational systems can be described as a process of sharing and conveying desired
information in organisation between employees. It includes different types of software and
application system, which are used by staff members of hotels to deal with regular basis
operational activities to complete them properly (Brones, de Carvalho and de Senzi Zancul,
2014). However, it is necessary to implement effective operational systems to communicate and
sharing information at internal level between employees to coordinate with each other. In context
of Luton Town Residences, they are using several operational system regarding communication
in which some of them are given below.
Two-Way Radio or also Known as Radio Walkie-Talkie – This can be described as a
system in which the two way radio can be utilised in hotel industry for short duration of time. It
can be consider as most common tool of communicating which is preferred by professionals
working in hotels. However, the staff of Luton Town residences like to user this technique
because it is fast and easy to begin a conversation to convey any information to colleagues. It is
helpful for them to conduct overall operational tasks or providing desired facilities to guests.
Moreover, it has been analysed that most of its users feel hesitate in regards to switch to other
communicating systems besides of walkie-talkie (Fang and Marle, 2012). Meanwhile, this
walkie-talkie system is also praised due to the effective network connection reliability and it is
very efficient to perform in limited use of area in hotels.
Hotel Service Optimization System – The hotel service optimisation system is known
as an application which is responsible for providing the entire package of making conversations
in hotel industry. It provide support to establish a link with customers along working as an
efficient communication tool among the employees of the hotel to coordinate with each other.
However, Luton Town residences is using this application for allocating the different operational
tasks top housekeeping or maintenance staff as it make the conversation more effective as well
as streamlined. Basically employees like to use this app because it connects the customers with
hotel and facilitate to enhance their experiences at the hotel. Moreover, it is mobile based
application due to which staff is not required to utilise additional equipments which make the use

easy (Fleming and Koppelman, 2016). Furthermore, employees of Luton Town residences like
this system as it has several integration with different mobile application which is helpful to
make performance better as well as easier.
DECT Phones – The term DECT stands for digital enhanced cordless technology which
is known as a cordless equipment which perform on PSTN or land line phone line. It has a range
which varies according to the device that can be typically estimated around 300 metres.
However, this range is known to be most costly generally because of having the best range which
is dependent on number of elements including climate radio interference and obstacle (Gurin and
Persiyanova, 2017). Meanwhile, Luton Town residences can be utilise DECT phones as an
intercom that is known as an another use of it in terms of making internal communication inside
the hotel building to coordinate with other colleagues.
Complete Hotel Communication Solutions – This system is usually consider as a need
of hotels which several services it its portfolio that are effective as well as much favourable to be
utilised in hotels. It includes the a feature of modular communications server which is helpful to
handle the high call volumes. However, it has desk phones, that has ranges fromn the regular
land line phones up to the premium one which consist a multi-purpose terminal along with
integrated IP functions. Meanwhile, it contains DECT handsets which are cordless or wireless
land line phones which can be use easily among staff members to perform collaboratively in
Luton Town residences. Moreover, it also consist the network infrastructure which enables voice
and data communications along with IP desktop softphone, a telephony application for voice
conversations on mobile devices of employees.
Considering the above described operational systems. It has been analysed that these
systems has heir own effectiveness regarding communication and information sharing. It is
necessary for selected company to utilised more advanced and efficient operational system for
facilitating daily activities properly (Joslin and Müller, 2015). It will facilitate to enhance the
experiences of guests by satisfying their needs and requirements.
Give reasoned recommendations to improve and/or add to these operational systems. Support
your recommendations with high-quality evidence where possible.
It is needed to understand that whenever any of the business organisation conduct its
business activity it should be well managed and should be oriented as per the work. It is said that
business goals can only be accomplished in the situation where better plans and policies can be

adopted. In context of Luton Town Residences, they are one of the hotel who perform their
business activity in the sector of hospitality. But, if company wants to improve their business
goals then in that respective situation it is necessary that each and every decision must be taken
in a systematic manner (Chawla, 2018). As, management of the company is using different types
of communication system for the purpose of having effective communication within the
organisation but it is also needed to be understand that if business goals are required to be
obtained then in that respective situation effective planning should be done by the company.
Below, there are some of the ways which can help the to improve the quality of operational
system of the organisation.
Taking continuous feedback: It is crucial for the management like Luton Town
Residences to take the help of feedback from any of the person. It is necessary because it is one
of the way which can allow that improvement can be done. If in any of the situation company
faces the problem then this types of feedback can be the way through which performance can be
improved. It is one of the way which can help to develop the positive environment within the
organisation.
Preparing the System Software: It is also recommanded to company like Luton Town
Residences that if they are trying to perform better within the market then they should work on
their communication system. It will be crucial for the management to understand that if they will
using the personal software within the business then chances of performing any of the
operational activity will improve (Reid, 2019). System software will boost up of the confidence
among the employees to perform better because in any of the situation records can be maintained
due to which company will give them the opportunities to perform better.
Face to Face communication: In any of the situation the best form of communication
system is face to face interaction because it allows the interacting person to understand the
situation in details. If in any of the situation operational activities are not being performed as per
the requirement then with the help of face to face communication, improvement can be done
easily. In context of Luton Town Residence, if they will take the help of face to face
communication then they will be able to give them the opportunity to improve the performance
of operational activity.
Conducting Meetings: It is said that whenever company is unable to perform better in
then in that respective situation the main problem is found as lack of communication. Any of the

company can easily improve their performance if they are able to conduct meetings within the
business organisation because it will allow to find that how any of the work is needed to be done
(Gunasekaran, 2018). In context of Luton Town Residence, they must try to give less focus on
landlines conversation because there are number of occasion where points are not easily cleared
and in that respective situation it is necessary for them to conduct the meeting so that effective
results can be obtained.
Regular based training session: It is important for the project manager of the respective
company to provide regular based training program for employees so that they can easily
develop skills and knowledge of employees towards the work based activities (Joslin and Müller,
2015). This will also improvise their performance as well as productivity. As a result, it can be
said that by conducting regular based training session manager of Luton Town Residences can
easily improve performance of their employees and also supports them in attaining their
respective project activities in the quicker manner.
This are some of the points which can used for the purpose of doing the effective
communication within the business organisation like Luton Town Residences. It will give them
the idea that how any of the work is needed to be performed so that similar form of problem do
not occur within the organisation. This types of communication system within the hotel will
allow the company to understand that what are the key operational area where business is
required to focus more so that business goals can be accomplished easily (Yaghini, Sharifian and
Akhavan, 2012). Although, this are the points which can be beneficial for the purpose of
improving the performance of the company but there are still some of the techniques which can
be helpful for the business to improve the communication in operational management of the
organisation. Those points are explained below:
Total Quality Management: It is the way which can help the business organisation to
improve their performance because it mainly focuses that how errors can be reduced. Also,
focusing that how the better services can be provided to the customers so that any sort of
problem do not occur within the business organisation. In context of Luton Town Residences, it
will be the way which which can will help them to determine that what are main ways which I
creating problem for the management to perform better (Slack, 2018). It will also give the
chances that how more operational work can be focused within the communication system which
is used by the business organisation.

Key Performance Indicator: It can also be used by the business organisation like Luton
Town Residences because here they will try to find that how they are performing. If in any of the
situation performance is not up to the requirement then improvement can also be done so that
effective results can be obtained by the business organisation (Liu, 2018).
In short, this are some of the recommendation which can be used by the business
organisation like Luton Town Residences as it will give them the idea that what are those area
where they need to do improvement. If in any of the situation is not performing as per the
requirement then in that respective situation company will get the chance to use above mentioned
ways through which better form of communication will be done through which business goals
will be accomplished.
Present a Project Plan to implement your operational recommendations, including, at minimum,
a WBS (Work Breakdown Structure), Risk Management Plan and proposed Budget.
Implementation of every project plan is very important for every company. In order to
execute every plan in better manner it is essential for the project manager of the company to
develop effective plan related to the project which is required to be implemented and executed
by them in rightful manner. With reference to the project manager of Luton Town Residences, it
is important for them to implement each and every plan in rightful manner so that their motive of
developing the same plan could get accomplished in rightful manner.
Project plan
Project planning is basically a step by step process which an organisation perform to
complete the project effectively. It mainly involves identification, integration, preparation and
coordination of all the activities related to the project. With this, project plan describes how the
tasks of a particular project monitored as well as controlled. It also involutes various steps such
as goal setting, identification of deliverables, project schedule and creation of supporting plan
(Kivilä, Martinsuo and Vuorinen, 2017). The higher authorities of Luton Town Residences
develops a project management plan in order to execute the recommendation mentioned above.
There are five stages of project planning which is mentioned below with relation to company:
Project Initiation: It is the first a project and involves the measurement of feasibility as
well as value of the project. It involves two tools which assist project managers whether to carry
out the activities of project or not. These are:

Feasibility study: Herein, the managers identify and evaluate the budget of a project which
is going to implement. With these the timeline as well as objective of the project is decided
(Turkulainen and et. al., 2013). With reference to Luton Town Residences, the project managers
of the company should define the time frame and the objective of its project to employees so that
no confusion can be created and plan is completed within stipulated time.
Business Document: These document involves the requirements of project and the financial
benefit which a company is going to earn while completion of project effectively.
Project Planning: This step takes place when the business document get approved by the
higher authorities of the company. This stage involves hoe the activities related to project is carry
out an on what time as well as budget. Project planing provides direction about how to procure
quality outputs, managing suppliers, handling risks and many more (Martins and Martins, 2012).
In addition to this, it also assist the managers of Luton Town Residences to overcome with the
hurdles that is occur while they execute the recommendations. Moreover, it builds an
understanding about the scope, time and cost of a project.
Project Execution: Herein, all the activities as well as operations planned is getting
executed or implement by the subordinates at this stage. The execution takes place of all the
deliverables in order to satisfy the customer's and gain success in the project. With reference to
Luton Town Residences, the management team implement all the recommendations by properly
allocate the resources and assigned the duties as well as roles to employees appropriately.
Project monitoring & Control: At this point, the upper level authorities checks whether
the operations of a particular project is properly executed or not. In addition to this, they evaluate
the performance of staff members as per their set standards (Matthews and Marzec, 2012). This
will help management team of Luton Town Residences to move the recommendations smoothly
and in a defined manner.
Project Closure: At this stage, the companies deliver the project to customers and the
teams which is develop for completion of project is disbursed. With relation to Luton Town
Residences , the project management team should evaluate all the documents and gain success of
a project. Furthermore, the company also provide benefits to employees so that employees can
work with full potential in the future also.
Risk management plan – This is a written document which is prepared by project
manager to identify and address the risk. This is important for business organisation to prepare a

risk management plan while performing business activities which helps to defined what problem
can come while running or working on a project. This plan tell contractor and government which
helps to reduce the risk at certain level (Pelley, 2015). Such plan should be structured to identify,
assess and mitigation of risk which impacts on programme, life cycle cost and performance of
business organisation. Risk plan helps to deal with challenges which can arises while
communication and collaboration which impacts negatively on business organisation. Such risk
needs to be mitigate by using different strategy and plans that can help to complete the project. In
context to Luton Town Residences (LTR), management has identified the different risk which
are as defined:
Description of
risk
Likeliho
od
Impact Owner Mitigation Contingency Pre
acti
on
weig
htin
g
scor
e
Post
acti
on
wei
ghti
ng
scor
e
Not proper
communication
between
employees
High High Project
manage
r
Managers need
to follow
functional
organisational
structure in
which all
employees can
communicate
with other
easily that helps
to reduce the
communication
risk.
Not
communicating
properly the
project of
organisation
can be
incomplete or
time taken.
7
out
of
10
8
out
of
10

Risk which is
related to time
taken activity
Low Moderate Project
manage
r
The project
manager is
required to
make a
schedule and
arrangement of
activities and
give priorities
which can helps
to perform
business
activities in
specifies time,
it reduces risk
(Pradhananga
and Teizer,
2013).
If project is
taken high time
then it may be
more expensive
for
organisation.
6
out
of
10
7
out
of
10
Uses of new
technology and
operational
system
High High Operati
onal
and
technic
al
director
To mitigate this
risk manager
need to use a
proper system
and technical
approach which
can help to
perform the
activities and
complete the
project.
This may create
risk for LTR as
it has to spend
more funds on
new technology
and operational
system for
completing
project (Rinke
and et. al.,
2012).
7
out
of
10
9
out
of
10
Low management
and improper
Moderate Low Operati
onal
To reduce the
risk LTR needs
To complete
any project
7
out
9
out

arrangement of
staff
manage
r
to delegate the
activities and
work between
skilled and
capable
employees who
can manage
system and
challenges
effectively so,
risk can be
limits with the
help of proper
management
(Ruiz-Alvarez
and et. al.,
2012).
there is need
skilled
employees and
human
resources
manager which
can take
effective action.
In LTR, lack of
human resource
and skilled due
to which
project can be
block.
of
10
of
10
This risk management plan helps Luton Town Residences (LTR) to identify problems
and make efforts to mitigate them by using proper strategy and plans. This helps to increase the
organisational performance by addressing risk and completing the project on specified time.
Therefore, risk management plan is prepared by project manager who states risk can be arises at
any time but there is need to reduce them by using proper management and system (Todorović
and et. al., 2015).
Proposed budget
ONE TIME START UP EXPENSES AMOUNT
One Time Set-Up Costs:
Rent Deposit 1600

Furniture & Fixtures 3500
Equipment 3750
Build-out/ Renovations 3200
Decorating, Painting and Remodelling 1200
Installation of Fixtures & Equipment 900
Starting Inventory 1750
Deposits with Public Utilities 1150
Legal and Other Professional Fees 750
License and Permits 550
Advertising and Promotion 390
Consulting 410
Software 350
Cash 2600
Total One Time Start-Up Costs: 22100
Monthly Expenses:
Bank Charges 125
Debt Service (Principal & Interest) 1900
Insurance 1300
Membership & Dues 1100
Maintenance & Repairs 950
Marketing & Promotion: Advertising 850
Marketing & Promotion: Other 650
Miscellaneous 320

Payroll: Wages (Owner/ Manager) 2800
Payroll: Wages (Employees) 2900
Payroll Tax 1300
Professional Fees: Accounting 1500
Professional Fees: Legal 1700
Professional Fees: Other 840
Rent 3500
Subscriptions 980
Supplies: Office 1100
Supplies: Operating 1210
Telephone 1100
Utilities 150
Total Monthly Expenses: 26275
TOTAL START-UP FUNDS REQUIRED: 48375
Work Breakdown structure
Work breakdown structure is considered as the effective project management system that
is adopted by business manager of the company so that all task of company could get
accomplished in rightful manner (Kivilä, Martinsuo and Vuorinen, 2017). In this structure, all
activities of the particular project are divided into subsections in order to make it easier for the
project operator as well as its team member to complete them effectively within the provided
time frame. With reference to the current project, respective project manager have developed
effective WBS in order to make overall project simpler for team members. Usage of WBS will
work as the supportive factor for project manager that will makes things easier for them and also
provides equivalent support in attaining their project motive in quicker manner.

CONCLUSION
From the above described report, it is comprehended that operations management is
identified as the effective activity executed by business manager of the company that helps the
business entity in attaining their respective goals and objectives in quicker manner. It is essential
for every business manager to develop an effective plan on the overall project concept so that
they can easily perform the respective activity towards the same on right. Two-Way Radio, Hotel
Service Optimization System, DECT Phones etc. are some of the important technological based
initiative so that they can communicate with all the project associated people in rightful manner.
Along with this, there have been several recommendations like Taking continuous feedback,
Preparing the System Software, Face to Face communication and Conducting Meetings by which
project manager can easily attain their project motive and obtain their respective goals and
objectives in quicker manner. In addition to this, it is important for them to the manager of the
company to develop effective risk management plan so that they can easily find out best possible
resolution towards the whole situation so that it can be managed in the timely manner.

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