Read the following scenario. Then, answer all questions in this assignment based on the information contained in the scenario. If you make any assumptions when answering a question, please state them clearly.
Scenario: Airport Customer Relations Management System
A local airport has recently upgraded its infrastructure to be able to accommodate international flights. Airport management is expecting an influx of tourists. To ensure the all-round success of this new endeavour, a heavy emphasis is being placed on keeping visitors to the airport as satisfied with the airport and its amenities as possible. To aid in maintaining good customer relations, the airport has decided to invest in the development of a new Customer Relations Management System, which would be accessible online via kiosks strategically placed around the airport as well as a downloadable mobile application.
The new system is envisioned to offer customers the following:
1. Information: updates on flights, airport amenities and services available at the airport;
2. Navigation capability: GPS navigation to various amenities and boarding gates;
3. Instant connection to medical and ambulatory services for any medical emergency.
You have been awarded the contract for the development of the Airport Customer Relations Management System. At the contract signing, you heard a rumour that one of the executives is known for being indecisive and therefore changes his mind frequently. He is also responsible for ultimately signing the new system into operation, so as far as possible, you will need to accommodate his changes. In the same breath, you have been told that should you deliver this system earlier than anticipated, you will receive a sizable bonus. The one thing, though, that has been constant in all of your communications with the various stakeholders is that due to the size of the investment in the project, there is no room for failure, and the system has to be at the top of its class..Create a System Vision Document for the Airport Customer Relationship
Management System.
System Vision Document
Title: Airport Customer Relations Management System
Project Overview:
The Airport Customer Relations Management System is a web-based and mobile application platform designed to enhance the overall customer experience at the airport. The system will provide real-time updates on flights, airport amenities, and services available at the airport. Additionally, it will offer GPS navigation to various amenities and boarding gates, as well as instant connection to medical and ambulatory services in case of a medical emergency.
Key Features:
1. Information Updates: The system will provide customers with up-to-date information on flights, airport amenities, and services available at the airport. This includes notifications of any delays, cancellations, or changes in gate assignments.
2. Navigation Capability: Customers will have access to GPS navigation to easily locate various amenities such as restaurants, shops, restrooms, and boarding gates. This feature will help customers navigate the airport efficiently and reduce stress.
3. Emergency Services: In case of a medical emergency, customers will have instant access to medical and ambulatory services through the application. This feature is crucial for ensuring the safety and well-being of all airport visitors.
4. Customization: The system will allow customers to personalize their experience by setting preferences and receiving customized recommendations based on their travel history and interests.
5. User-Friendly Interface: The system will have a user-friendly interface that is easy to navigate, even for first-time users. This will ensure a seamless and enjoyable experience for customers.
Stakeholder Requirements:
- Airport management: The system must be top of its class and meet the highest standards to enhance customer satisfaction and engagement.
- Executive with indecisive behavior: The system should be flexible and able to accommodate changes in requirements as requested by the executive.
- Bonus Incentive: To receive a sizable bonus, the system should be delivered earlier than anticipated without compromising quality.
Success Criteria:
- Customer Satisfaction: The system should improve overall customer satisfaction and engagement with the airport.
- Efficiency: The system should help customers navigate the airport efficiently and reduce wait times.
- Reliability: The system should be reliable and provide accurate information and services in real-time.
- Flexibility: The system should be able to accommodate changes in requirements without affecting the overall functionality and performance.
Overall, the Airport Customer Relations Management System aims to revolutionize the customer experience at the airport by providing timely information, navigation assistance, and emergency services. The system will be a valuable tool for airport visitors and help the airport management achieve their goal of maintaining good customer relations.