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.
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ReplyDeleteIn the first part I really agree with your part 1 “internal and external analysis” that you combine together but some of them I don’t think it is necessary to has that.
ReplyDelete- Quality of service and products: This one will be very useful if you set up the system to check the standard of the quality. Just like ICT planning of Australian Government also has system to ensure a quality of information.
- Global Competition: it would be better to analyze this one but in this case I don’t think we have to do this part because we are not open our branch around the world. Also if look at ICT planning of Wollongong University, of Australian Government and the paper by Ian Graham all of them are not so interested to have this one.
- Consumer behavior pattern: it’s seen to be a good thing to try to follow the customer trend but if we have to change our pattern of service I think it will cause us a serious problem. According to Sanders (2010) note that it is hard to change the organization because the solutions of this is require people to change their ways so that why I do not agree with changing. Otherwise I prefer that better to put it in the way of developing.
The second I just feel that the vision should be something that will give the clear direction of the company. According to (Bigger, 2007) note the idea of vision have to give the direction that can pull everyone together. As sentence show that without good vision the organization cannot work productivity.
About the third part I strongly agree with you to dicuss that which is better between upgrade or set up the new one because sometime even the system is more effective but it is unnecessary for us if we do not need it in our field. As can see the good example from Ian Graham’s article
The last one I agree with Major priorities and Key actions because this two thing can confirm about the system work productivity or not and also can check the error of system as well. The rest of them I do not think it is important to use its because our organization is quite small it is better to be more flexible.
I am totally agreed with you on the first and second step (Base on Buhalis (2003))
ReplyDeleteDoing the SWOT Analysis is very important for our business.
We will know both of internal and external factor which could help us understand more about our current situation and market trend to make strategy direction and vision for our business. (Based on Buhalis (2003))
But, in your third step, Opportunities and Benefits, I think it is in the SWOT analysis already. Maybe we do not need to review it again as the main step.
For the fourth step, I like your idea to input the first priority of major current problems and key action, duration and person in chart. All of this will help us as the guideline to solve all problems directly and efficiency.
Last step, I am agreed only the review but should input the improvement also (As mention in the ICT Plan from University of Wollongong) because the review meeting by top management or owner can improve the standard of working and will maintain the current good service standard to continue customer satisfaction.
I just agree with Peera said that Opportunities and Benefits are already in the SWOT analysis. Moreover there is also providing Threats as well.
ReplyDeleteFew more things on the Major priorities one of the important tasks that should be in this is human ware most of us forget to put the human ware in the process planning.
Sorry, actually it is not "opportunities and benefits" but it actually should be " opportunity cost and benefits". It is mainly to determine whether the implementation and amendments made on our business has more benefits than the cost or else whether the cost is higher than the benefits we get and there by I think it is different from the SWOT analysis part.
ReplyDeleteThis is a very good ICT plan. You really concentrate and becareful of your plan. It's always a good ideas to start a business with SWOT analysis which combine both internal and external factors that will affect your company situation in the future and present. Internal and External factors is nescessary to know if you're operating a restuarant or spa business becasue there're lot of them in the market. Knowing your budget, strategies, competitor, customer behavior and future trend that you mentioned is good. It's always important to consider of these facts before or while you're doing the business. At the end you put control and feedback which is very goog but i would like to recomment that you might want to add the implementation(Wollongong)to help you solve the problems that might occurs and it also can be used to measure an outcome before key action process.
ReplyDeleteThank you for your comment, it's very useful to me. Thanks
ReplyDeleteDear Malaka,
ReplyDeleteOK, I am sorry. It is the "opportunities cost and benefits" .
And after read the comment by Pakawat, I agree with him to give the important on the human ware.
Human ware are depend on managing human resource which are controlled by the Orientation training, Basic skill training, Team training and one-on-one mentoring and monitoring.
All of this kind of training was described by Hellriegel (2005) as activities that help employees over come limitations and improve performance in their current jobs.
So, i agree to put this in our ICT plan too.