Stage III: ICT plan for Boutique Restaurant and Spa

Part: 1 – Where are we now?

- SWOT analysis            SWOT analysis combines both internal and external factors. After group discussion, all members agree with the idea that this should be done first. The reason is that before planning something, the company needs to determine its current status as stated by Buhalis (2003). According to Andolsen, A.A. (2008) to be successful, it is essential to pay attention to the first step which is understanding yourself. This idea shows how much important it is to analyze your current situation before you make the plan.

            Moreover the same author also gives the idea that it will be better to know more about our competitor and also the situation around us as well.

            On the other hand, In part Global Competition may not need to be providing in this part because of if we only focus on the local market this kind of thing if less use for the company. Also consumer behavior pattern: it is seen to be a good thing to try to follow the customer trend but if the company has to change its pattern of service, it will cause us a serious problem. According to Sanders (2010) note that it is hard to change the organization because the solution of this is require people to change their ways.

Part : 2 – Where do we want to go ?

- Vision            Usually most organizations will set up their vision to give them the direction where the company wants to be. The simple idea of vision is business scope and it has to be clearly structured, not too long, because the employees need to understand it deeply. According to Leuthesser and Kohli (1997) and Yamauchi (2001) vision and mission statements are important media for conveying company values and emphasizing its uniqueness and differences or contrast to its competitors. The vision will show the character of the organization which can emphasize its difference from the other organization. Moreover Bigger, A.S. and Bigger L.B. (Bigger, 2007) note that vision is the need to pull together in the same direction, that is why it needs to be easily understood.

- Mission            Mission comprises the competencies to achieve the vision. For this reason, it has to be in the same way with the vision. Usually both mission and vision come together. Buhalis (2003) notes that normally the process will start with mission which draws patterns to achieve the former.

Part : 3 – How do we get there ?

- Goal and objectives

            Setting the goal and objectives is something that will more focus on the practical planning or strategy. According to Jeffrey, H. (1995) the role of goal setting is to motivate and direct behavior of employees to develop or to be satisfied with their jobs. This shows how the goal works on the process to reach the point.

            However some people might think that goal and objectives are the same as the mission of the company, because the output of both competencies are almost the same thing.

- Key actions

            Key action plan is what can be done to resolve the identified issues, whether the current systems should be replaced or modified. The strategic option is important to avoid mistakes or can play the important roles to make the organization achieve the goal.

- Communication

            There is often communication in the business plan, and in this case ICT Planning as well. Communication plays an important role to increase the efficiency of work. Without an effective communication in the organization, it cannot be successful because the employees will not understand the planning and vision as well.

            Hellriegel et al (2005) mentioned that effective communication will help your organization achieve better cooperation and work efficiency among employees by giving the 7 guidelines that can improve our communication skill as follows:
1. Clarify your ideas before communicating.
2. Examine the true purpose of the communication.
3. Consider the setting in which the communication will take place.
4. Consult with others, when appropriate, in planning communications.
5. Be mindful of the nonverbal message you send.
6. Take the opportunity to convey something helpful to the receiver.
7. Follow up the communication.

            This article shows how communication plays an important role in ICT planning.

            Quinn et al. (2007) stated that poor communication in an organization can lead to low morale and low productivity and the company would not want its organization to face low productivity and employees to become demotivated.

- Budgeting

            It is normal to see budgeting on most of the business planning.  This is because every development or improvement does not bring only the positive side, but also budget is one of the important parts to make decision same as another competency. According to Ian Graham the case study of “how of making decisions on information technology in hotels” really shows a good example of budgeting effect on the ICT planning. In this case study they have to make decision between putting the new system or upgrading it, and also providing another factor which also has to thinking about budgeting as well.

Part : 4 – How do we know we got there ?

- Control and feedback

            It is impossible for ICT planning to run without a mistake or error problem. During the process, there might be some problems that the planning does not cover about appearing. This competency will control the task when  working and catching the problem, then giving the feedback to set up the planning again to avoid the same mistake. Buhalis (2003) noted that control and feedback play a role to evaluate and indicate the performance of the services. As the idea of this Control and feedback will provide the useful information to improve our planning or system in the future.

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References

Bigger, A. S. Bigger, L.B. 2007. Lessons from a Crab: How to avoid Crabby Organizations! Volume 29, pp. 6-8.

Buhalis, D., 2003, E-Tourism: information technology for strategic tourism management, Pearson (Financial Times/Prentice Hall), London

Don, H., Susan, E.J., & John, W., S., 2005. Management: A Competency-Based Approach. 10^nd edition. Singapore: South-Western.

Graham, I., n.d, The “how” of making decisions on information technology in hotels. [online], Available from: < http://www.hotelbenchmark.com/frames.htm?http%3A//www.hotelbenchmark.com/Features/articles/020419decisions.htm

JEFFREY, H. G., G.A. CALLANAN, E.K. 1995. The role of goal setting in career management. Volume: 7.

Leuthesser, L. and Kohli, C., 1997, Corporate Identity: The role of mission statements, Business Horizons, Vol.40, pp.76-90

Quinn,R.E., Faerman,S.R., Thompson,M.P., McGrath,M.R., St.Clair,L.S., 2007,Becoming a Master Manager- A competing Values Approach. John Wiley & Sons, New Jersey

SANDERS, M. G. 2010. The Practice of Adaptive Leadership: Tools and Tactics for Changing Your Organization and the World by Ronald Heifetz, Alexander Grashow, and Marty Linsky. Personnel Psychology, 63, 255-258.

Yamauchi, K, 2001, Corporate communication:  a powerful tool for stating corporate missions, Corporate Communications: An International Journal, Vol.6, No.3, pp.131-6

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Stage II - ICT plan for Boutique Restaurant and Spa

Stage 2

According to the Information Communication Technology Plan of University of Wollongong, Buhalis (2003), Ian Graham, Department of Immigration and Citizenship of Australian Government and NSW Health, I found the good factors which could be the advantages and related to the ICT Plan for Boutique Restaurant and SPA as follow.

1. SWOT Analysis (Base on Buhalis (2003))

- To analyze our Strength, Weakness, Opportunity, Threat.

- To study the internal and external factor in order to understand current business situation and make the right business strategy through the right business trend.

- Having the competitiveness against the existing and potential competitors.

2. Vision (Base on Buhalis (2003))

- It is very important to know the Stakeholders mapping to understand what our business would like to be this year?

3. Mission (Base on Department of Immigration and Citizenship of Australia)

- How can we get there? The unique competencies to achieve the Vision.

4. Strategic options and Strategic choices (Base on Buhalis (2003))

- To have the overview of ideas to maximize long-term benefits and growth.

5. Implementation (Base on Buhalis (2003))

- To distribute the strategic option to every departments which work functionally, actively and efficiency.

6. Communication (Based on University of Wollongong)

- To achieve the target, communication plays the important role to increase the efficiency of working.

7. Control and feedback (Base on Buhalis (2003))

- To evaluate and indicate the performance of the services.

8. Review and Improvement (Based on University of Wollongong)

- We believe that to review by top management or owner can improve the standard of working.

And the bad factor, I found only one point that may not proper to use in our ICT Plan is;

1. Strategic Alliances (Buhalis (2003)) in our business core, we do not need the alliances to work as networking or joint venture. We are able to expand the branch on our account.

Stage II - ICT plan for Boutique Restaurant and Spa

1) In my view, our organization should follow 5 main steps in our ICT plan. Likewise, we need to first determine our current status as stated by Buhalis (2003) and University of Wollongong by conducting an in depth SWOT analysis which combines both internal and external factors such as:

• Internal (factors which can be controlled by the organization)

• Profitability – Is our business currently profitable and do we get good revenue? Are we able to get a good return for our investment on the business?
• Budgeting – Do we currently have sufficient funds to implement new technologies and to provide staff with required trainings?
• Work force – Is our staff performance level currently acceptable and do we have sufficient number of skilled staffs? Or are we having shortage of staff and is there a high turnover pattern among staff?
• Quality of service and products – Are we able to deliver what customer want and meet their expectations or do we get lot of complaints about our service standard?
• Recognition and accreditation – Is our business currently well-known and do we have any world recognized awards or accreditation?
• Marketing strategies – What channels are we using currently to market our services and products? Is it through promotion, public relations, advertisements or by online?

• External (factors which is outside the control of the organization)

• Global Competition – Are we currently having a strong position in the global market in contrast to our competitors? Who are the upcoming businesses in our location which can be our fierce competitors?
• Technology advancement – Is our current implementation of technologies better than our competitors?
• Consumer behavior pattern – Are we currently aware of the changing patterns in consumer behaviors such as income level, social status, age and modify our service according to it?

2) For instance, the response to these questions can help our organization to plan the necessary changes needed and to set effective goals, objectives, mission and vision accordingly to operate the business successfully in the long run as stated in the ICT plan of University of Wollongong

• Mission – The main purpose of the existence of the organization
• Vision – The forecast our organization position in the future such as within 10 years’ time
• Goals and objectives - Statements giving a clear view of what the organization wants to achieve in the future

3) Next, we should look at the “Opportunities and benefits “as highlighted on the article by Ian Graham such as whether the benefits of the necessary amendments can out way the cost incurred. For example, if we implement E – Menu, we can provide fast and reliable service to customers, reduce manpower usage and paper cost. Yet, we also need to think about the consequences we may arise since the installation is very cost effective and if it does not work on our business, we may encounter a huge loss.

4) Once, we thoroughly examine the opportunities and benefits, we can then come up with an action plan as shown on the Australian Government, Department of immigration and Citizenship’s ICT plan which consist of four components

• Major priorities – list of current problems which has been figured out through the SWOT analysis.
• Key actions – What can be done to resolve the identified issues whether the current systems should be replaced or modified.
• Duration – The expected time frame to complete the necessary tasks.
• Person in Charge – Who would be responsible in handling the assigned tasks and lead a team which has been given a task to be accomplished.
  

5) Lastly, we can then conduct Evaluation and feedback as mentioned by Buhalis (2003) and University of Wollongong’s ICT plan which consist of three steps to be followed:

• Review

Measure the effectiveness of the implementations in providing remarkable benefits to the customers as well as the management of our organization. We can also review the staff performance as a result of the implementations through the usage of staff appraisals.

• Recommendation

Identify the areas to be improvement and suggest feedback. For instance, if any of the system implemented in our business encounter any problems, we can suggest ways to improve such as by re -structuring the system. Same way, if our staff performance level has decreased, we can offer them training to get familiarize with the new technologies implemented.

• Process
  

Once, changes have been made, we need to closely monitor the systems to ensure that the systems are working properly without any malfunction and the staffs are able to work effectively with the systems to deliver customers an outstanding service.

Stage II: ICT Plan for Boutique Spa and Restaurant

Vision
The boutique spa & restaurant business will harmoniously in the sense of good service and high quality.

Situation analysis
To identify the target market Based on Buhalis(2006)we can looking at the trend whether is going to be like in the next coming years or in the future. Also what kind of service or performance that the consumer have interested in. So we can use this detail in operation our service.

The Boutique Spa & Restaurant Core Goal and Objectives
• Maintain of a good quality of product and service.
• Become an established community boutique spa and restaurant destination in the future.
• Always improvement all of business side.
Based on University of Wollongong’s ICT planning

Mission statement
Unique competencies and business scope and vision. Based on Buhalis(2006) For example "We're the leader of Spa and Restuarant in the region within two years". This could help us focus on our target where we want to go.

Strategic alliances
Based on Buhalis(2006)In the future we can make connect or joint venture with other types of business or different organizations such as Hotels, Theature. For example the customers booked the hotel room get a coupon discount for our Spa or restuarant.

Budgeting
I picked up from Buhalis(2006).This will help us draw details for plan, function and outcome to estimate how much money to spend on certain kind of exspense such as market budget, operation budget and investment.

Control and Feedback
This plan will control a good quality of product or service and able to know the customer’s feedback to apply for improved. For all recommendation for change will be provided to manager and ongoing development. Base on University of Wollongong’s ICT planning. In my view, it is important to our business for adaptation.

By Danupol Aumbhitaya

Stage II : ICT Plan for boutique restaurant and spa.[discussion]

Our vision            To be the best hospitality restaurant and spa. Also providing the best product with to the customer and maintain high standard in the long term.

Our Core Goal and objectives- Improve quality of services
- Increase profitability- Facilitate new ways of managing & organising
- Maintain the CRM and get feedback from the customer
- Maintain standard of service quality

Based on University of Wollongong’s ICT planning: I choose the first part from this ICT planning because this one in simple and easy to understand. In my point of view vision and objectives of the company should be short and easy to communication.

StrategyThe spa and restaurant will:
a) Encourage identification, adoption and use of innovative technologies.
b) Support and assist Faculties and Units to be effectively.
c) Increase and maintain usability, reliability and availability of the adopted technologies.
Ensure that its systems are reliable and available to meet service delivery requirements.
d) Ensure that systems and data are secured, backed-up and protected.
e) Maintain its technology infrastructure to levels that match the accepted industry standards.

            This strategy I pick some that I seem it can adapt into our organization and I also put another thing that might be need for our organization.

f) Setting up the training program to make sure that the employees understand system and be able to use productivity. (people ware)

Key action and measures1) Complete Systems for People and transition into ongoing business: develop and training people to work on the new system. Also avoid the disaster from system by using recovery plan.
2) Support and develop a high performance workforce: Update and develop ICT workforce plan to maintain a good process.
3) Improve management reporting: to monitoring how productivity we are. Than when we know the level of our process, we can focus on the particular problem.
4) Improve service management and service delivery: according to our business is based on the hospitality business so that why we need to focus on this field.
5) Improve ICT infrastructure: for improve the task flow we also need to develop this one for support our business.

            This section is based on ICT planning of Australian Government: Department of Immigration and Citizenship. Just pick thing that I think it can approve into our business and help to check the reaction of our process.

By. Pakawat Nitisansawatdikul



E- Menu – New restaurant ordering technology

E- Menu is a new form of ICT used in the restaurant business for order taking. However, only few countries have so far adapted this technology and thereby it is still in the earlier stage of its popularity. Likewise, some countries like Israel and Japan has already implemented the E-menu in some of the restaurants and concluded that it is quite popular among the customers.

The E- menu is a small LCD like screen attached to each table which enables restaurants to speed up its ordering service without any manpower usage. Moreover, customers been able to perform the orders on their own can eliminate miscommunication errors which otherwise may occur in situation where orders are taken by the servers.

Furthermore, most restaurants with servers are quite slow in attending to their customer needs especially during peak hours and therefore it is expected this technology will be able to overcome all those issues with the eligibility to offer each and every customer with fast and reliable service

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Microsoft and Samsung Unveil the Next Generation of Surface

Using new technology in hospitality business play the important role to make customer recognized our business. On January 6, 2011, Microsoft previewed the latest version of Microsoft Surface at Consumer Electronics Show (CES) 2011, simply named Microsoft Surface 2.0, which was built in partnership with Samsung is now the new trend for hotels and restaurants selected for their guests making connection among their branches around the world such as Sheraton plans to expand its surface footprint globally in 400 hotels in 70 countries. Also it will provide interactive fun for guests, as well as local mapping information allowing them to stay connected during their trip.

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