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Top Class Hotel and SPA IT TRANSITIONING PROCESS

Marla Campbell-Farquharson Lissa-Marie Cochrane Melissa Davis Claudia Drummond Hopeton Flemmings

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The Operating System being proposed is Windows 10. Windows 10  is one of a series of operating systems developed by Microsoft and released as part of its Windows NT family of operating systems.  Windows 10 is the successor to Windows 8.1, that was released nearly two years earlier.  Windows 10  was officially released to the public on July 29, 2015. Microsoft® allowed free upgrades from Windows 7 and Windows 8 in 2016, and even though that period has ended, persons can still upgrade albeit not free of charge. Users of this OS continue to receive periodic updates the fix security ‘holes’ as well as enhance features.

Five (5) Advantages concerning the Operating System Upgrade:

Improved  Security Continued Support Better Compatibility Ergonomics/Usability Better Integration

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Four (4) Major Benefits of Microsoft Office 365:

Security Organisation Real Time Collaboration Improved Communication

Device specification required for upgrade:

Computer and processor Windows  OS: 2 GHz   macOS:  Intel processor   Memory Windows OS:  4 GB RAM  macOS : 4 GB RAM   Hard disk Windows  OS : 4 GB of available disk space macOS : 10 GB of available disk space  Display Windows  OS:  1280 x 768 screen resolution  macOS :  1280 x 800 screen resolution

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Device specification required for upgrade (cont’d):

Graphics Windows  OS:  Graphics hardware acceleration requires DirectX 9 or later, with WDDM 2.0 or higher for Windows 10 Skype for Business requires DirectX 9 or later, 128 MB graphics memory, and 32-bits-per-pixel-capable format.   macOS:  No graphics requirements.   Operating system Windows  OS:  Windows 10 SAC, Windows 8.1, Windows Server 2019 or Windows Server 2016.    macOS : One of the three most recent versions of macOS Browser The current version of Microsoft Edge, Internet Explorer, Safari, Chrome, or Firefox

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Eight ( 8 ) Features of Microsoft Office 365:

Cloud Storage  Emailing and  Calendaring Data  Protection Market leading Word  Processor Companywide  Licensing Simplified Financial Management &  Planning Mobile and Web  accessibility Presentation Tools

Application  Software  Upgrade (cont’d)

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Five (5) Key Benefits of Data Analytics and Big Data:

Customer Acquisition and Retention- To  stand out, organizations must have a unique approach to market their  products and services.  By using big data, companies can pinpoint exactly what customers are looking  for and thus   establish a solid customer base right out of the  gate. New  big data processes observe the patterns of  customers . They then use those patterns to trigger brand loyalty by collecting more data to identify more trends and ways to make customers happy. Amazon has mastered this technique by providing one of the most personalized shopping experiences on the internet today. Suggestions are based not only on past purchases, but also on items that other customers have bought, browsing behavior and many other factors .  ( Millis, 2019)    For Top Class Hotel and Spa:  This benefit will provide Customer Data Analysis that will allow the Hotel and Spa to better understand customer preferences and thus target the right audience for various marketing and sales promotions. It will also allow the Hotel and Spa to categorize customers into market segments where the business can better share relevant promotional information, specifically targeted to a particular category of the market segment, to help generate sales and improve the overall bottom line of the entity.

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Focused and Targeted Campaigns-  Businesses  can use big data to deliver tailored products to their targeted market. Forget  about spending  money on advertising campaigns that don’t work. Big data helps companies make a sophisticated analysis of customer trends. This analysis usually includes monitoring online  transactions and purchases,  and observing point-of-sale  transactions. These  insights then allow companies to create successful, focused and targeted campaigns, thus allowing companies to match and exceed customer expectations and build greater brand loyalty .  (Millis, 2019)  For Top Class Hotel and Spa:  This real time data analysis can help the Hotel and Spa create tailor-made packages that are offered directly to the right customers. Analyzing booking and accommodation patterns shows the demand trends which the Hotel and Spa services can in-turn use to implement dynamic pricing and better forecast demand with higher accuracy. Additionally, tracking real-time data is directly profitable to the Hotel industry, and would thus enable a player, like Top Class Hotel and Spa, to adopt a beneficial pricing strategy based on those real time data analytics that can ultimately improve the business’s revenue management, inventory management, as well as finance and purchasing management.

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Identification of Potential Risks-  These days businesses are thriving in high-risk environments, but these environments require risk management  processes, and  big data has been instrumental in developing new risk management solutions. Big data can improve the effectiveness of risk management models and create smarter strategies.  ( Mills, 2019) For Top Class Hotel and Spa:  This benefit will provide the Hotel and Spa business operations with the assurance that risks in all facets and areas of the business operations, be it Human Resource, Finance Purchasing and Customer Service, are being appropriately identified, managed and being reduced to an acceptable level or being eliminated altogether. ( See Risk Management  of the  Master Data Management  slide for further details.) Data Analytics and Big Data thus helps the Hotel and Spa business to better identify likely draw backs and better prepare, plan and change undesirable future situations.

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Create Innovative Products and Services-  Big  data continues to help companies update existing  products and services  while innovating new ones. By collecting large amounts of data, companies are able to distinguish what fits  their  customer  base. If  a company wants to remain competitive in today’s market, it can no longer rely on instinct. With so much data to work off of, organizations can now implement processes to track their customer feedback,  product and service  success and  also identify what  their competitors are doing .  (Mills, 2019) For Top Class Hotel and Spa:  This benefit will provide the Hotel and Spa with the ability to innovate and improve on current menu options, various service deliveries aimed at satisfying customer satisfaction and spending; as well as, strategically allow the business to make more informed investment decisions, based on new metrics that will enhance the overall business operations and decision making due to the fact that the business is now utilizing business intelligence, running on big data, to support the overall business management process. Top Class Hotel and Spa will in effect convey to their customers that their customer experience with the business is valued and appreciated, and also ensure that the resources of the Hotel and Spa are not wasted when seasonal activities are lower than usual or under planned and unaccounted for when the next big rush will be. Top Class Hotel and Spa will thus strategically become a more responsive business entity to the needs of their customers and staff, and with that ably respond to any market competition from competitors concerning their products and services.

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Hire the Right Employees-  Recruiting  companies can scan candidate’s resumes and LinkedIn profiles for keywords that would match the job description. The hiring process is no longer based on what the candidate looks like on paper and how they are perceived in person .  (King, 2015) For Top Class Hotel and Spa:  This benefit will provide the Hotel and Spa with the ability to ensure that they are hiring staff endowed with the appropriate qualifications, talents and skill sets needed to adequately respond to the current, as well as future needs of the business operations. Data Analytics and Big Data will also ensure that Top Class Hotel and Spa can adequately provide the appropriate staffing needed to deal with seasonal fluctuations and demands, and too, allow the Hotel and Spa to employ a staffing  that is equipped to take the business to higher heights with their innovation and savvy that can respond to changing business needs. Data  Analytics and Big  Data, through the performance of Gap Analysis, will also ensure that  the business is able to provide training  to current staff  who will now be better equipped to satisfy, as well as provide top class service delivery to customers of the Hotel and Spa.

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Data Analyst-   Data  Analysts do exactly what the job title implies — analyze company and industry data to find value and opportunities.  Data  A nalysts  can be found in every industry, and job titles can vary. Some D ata  A nalyst roles  will have industry-specific names like  “Healthcare  D ata  A nalyst",  "Business  Analyst ", "  Business Intelligence  A nalyst", "   Marketing Analyst" etc. Similarly-named  roles often share a lot  of the same job duties with other  D ata  A nalyst  roles . Unlike  D ata  S cientists , D ata  A nalysts are  typically not expected to be proficient in machine learning. But most  Data  A nalyst  jobs require programming and SQL skills, as well as statistical knowledge, comfort with the data analysis workflow, and data visualization skills .  (Custer, 2010)        Data Analyst Job Duties  typically include:  Posing  hypotheses,  challenging  assumptions, and  uncovering  best practices in  marketing campaigns; Discovering  and  manipulating  campaign data using SQL, Excel, and Google  Analytics; Creating  compelling reports using database, web analytics and social graph  data; Delivering  data and findings in context, working with  various business owners or business actors.

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Data Scientist-  Much  like A nalysts (such as Data Analysts, Marketing Analysts, Business Intelligence Analyst, et cetera)  in other roles,  Data  S cientists  collect and analyze data and communicate actionable insights. Data S cientists, however,  are often a technical step above of  Data  A nalysts as they  are the ones who are able to understand data from a more informed perspective to help make  predictions based on their employment of machine learning. It is machine learning that helps Data Scientists to create useful data models and test solutions, autonomously, to find remedies that can best remediate problems.  This means  that machine  learning can be  a great enhancement  for solving problems that are extremely labor intensive for  humans. Data Scientist positions, consequently, require  a strong knowledge of data analytics including software tools, programming languages like Python or R, and data visualization skills to better communicate  findings to a non-technical audience such as management.  (Custer, 2020)        Data Scientist Job Duties  typically include:  Collecting data through means such as analyzing business results or by setting up and managing new  studies; Transferring data into a new format to make it more appropriate for  analysis; Creating new, experimental frameworks to collect  data; Building tools to automate data  collection; Searching through large data sets for usable  information; Creating reports and presentations for business  uses; Correlating similar data to find actionable  results.

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Every product used carries with it a user experience (Garret, 2010). Below are some of the issues that comes with a poor software design. It tends to be: Infuriating:  W hen  a system does not work the way it is suppose to work. Confusing:  T oo  much information that overwhelms the user Inefficient:  R equiring  a number of steps for a basic task Difficult to use:  R esulting  from all the limitations  and especially to users who are not technological advance  or having problems understanding the various commands .

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To mitigate the issues that arise from poor software design the following designer principles should be followed: Visibility:   F unctions  should be visible so as to encourage intuitive  usage. Feedback :  T his  feature will enable the user to see or hear the action that has been executed. Eg. turning up the volume on the stereo will result in amplification of the sound. Constraints :  T his  speaks to restricting the user from enabling or using certain features at a given time during execution of a task .  Consistency:  R efers  to designing the software to have similar operations and elements in the accomplishment of similar tasks. This will allow the user to easily learn about and use the software . Affordability:  R efers  to the attribute of an object that allows users to correctly assume its use. Eg. a door knob tells the user to turn the knob, a button tells the user to push .

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Cognitive process  refers to the ability to gain knowledge and develop comprehension. The following  refers to how this process takes place as it relates to software designs: Attention :  T hrough  this medium, the user  selects an item or items  to concentrate on while blocking out  other stimuli.  To  grab the user’s attention, designers should use techniques that make things stand out such as colours, spacing, animation, etc . Learning:  T his  refers to the our ability to grasp knowledge. Humans generally learn better through doing rather than simply reading an instruction manual and so features should be easy  for the user to learn. Reading, speaking and listening:   T his  element of software design refers to the user’s ability to read, speak and listen. These abilities differ from person to person and so designers should ensure the software can be used by individuals with language disabilities .

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Perception:    T his  refers to how information is received from our environment through our different sensory organs and transferred into lived experiences. Designers should  present information in such a way that it is perceptible and recognizable across different media. Memory:  R elates  to our ability to recall various types of knowledge that allows for appropriate action in a given situation.  It is important that designers  do not overload users memory with complicated procedures for carrying out the different tasks .

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Product Definition This looks at the usage of the product. What problem will this product solve.  Research This is done to understand the market competition, learn about your domain and get inspirations and ideas from your competitors.  Research is also necessary to keep abreast of  the latest UI trends, design principles and existing user experience guidelines.   Analysis Assess possible layouts and options to provide the desired experience. Testing and evaluation of wireframes to share with stakeholders and get their input.

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Design This turns the initial mockups and wireframes to great-looking images with theme and styles applied to them.     Validation When product features are implemented the end product is evaluated for usability, flexibility and desired solution to user’s experience and acceptability. The design team then validates the product in terms of user flow and experience and identify areas where improvements are needed.

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Proposed Wireframe for Top Class Hotel and Spa:

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Design Principles are used to assist designers when designing for the user experience. These principles  include:  Visibility   - The more visible functions are, the more likely it is that users will be able to know what to do  next. Feedback   - Involves sending back information about what action has been done and what has been accomplished, allowing the person to continue with the activity . Constraints  - Determines the ways of restricting some user actions that can take place at a given  moment. Consistency   - designing interfaces to have similar operations and use similar elements for achieving similar  tasks. Affordance   - an attribute of an object that allows people to know how to use it i.e. provide a clue as to its use.

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Consistency  – If a user can double-click on items in one list and have something happen, then they should be able to double-click on items in any other list and have the same  result. Navigation  within a screen is important, screen content should be organized left to right and top to bottom . Phrase messages and labels effectively  – If text is worded poorly, then the User Interface will be perceived poorly by users.  Use color appropriately  - Color should be used as a secondary indicator and not to relay important  information. Follow  the contrast rule  - When colors are being used, it is important to ensure screens are still  readable. Design should be intuitable  – If users don’t know how to use a solution, they should be able to determine how to use it by making educated  guesses Group elements effectively  - Items that are logically connected should be grouped together on the screen to communicate they are connected, whereas items that have nothing to do with each other should be  separated. Expect users to make mistakes  - The reality is that human errors  occur. Align fields effectively  – Fields should always be organized in a way that is visually appealing and  efficient.

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Design guidelines are sets of recommendations towards good practice in  design. They include: Visibility of system  status-   Users should always be informed of system operations with easy to understand and highly visible status displayed on the screen within a reasonable amount of  time Match between system and the real  world-   Designers should endeavor to mirror the language and concepts users would find in the real world based on who their target users are.  User control and  freedom -  Backward steps, undoing and redoing previous actions should always be possible . Consistency and  standards-  Graphic elements and terminology should be maintained across similar platforms.  Error  prevention-  Systems should be designed so that potential errors are kept to a minimum.  Recognition rather than  recall-  Minimize cognitive load by maintaining task-relevant information within the display while users explore the interface

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Advise to Top Class Hotel and Spa re MDM’s Importance:

Top Class Hotel and Spa, like any other business enterprise, would have systems and technologies in operation to collect and handle data in all its departments namely Human Resources, Finance, Purchasing and Customer Service. This is why a Master Data Management System is to be considered. Master Data Management  (MDM) involves creating a single master record for all critical business data (Master Data) from across internal and external data sources and applications. (Moor,  2020)  .  MDM  is important to an enterprise in that it ensures consistency of data among multiple platforms and it allows for more timely and effective decision making. The benefits of an MDM system include helping businesses to understand their customers better and increases  trust in the data that is presented for decision-making as that data becomes more complete, consistent and correct. Again,  such a system provides a single point of reference for  critical business information and eliminates redundancies.

Manual  data entry and  errors Data  duplication and  replication Data inconsistency Data  updated in one system but not in others.

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Effective coordination across various parts of the enterprise . Managing  the need for changes to business processes . System  integration . Dealing  with   Rogue/Shadow Databases in which there are unauthorized copies in Data that can contaminate Master Data

Data  Collection → Data Consolidation → Data Cleansing → Distribution The data is first collected from various sources.  Data from various systems representing the same physical entity is combined into one master record.  Then data is checked to detect and correct corrupt or inaccurate records in the database.  Subsequently, data is issued to the various systems in the business enterprise.

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Advice when implementing MDM solution regarding:

Managing risk in a MDM system involves defining the type of data to be stored, the purposes for which it is stored and the accountability and security measures to be implemented for governing the data.  This  can help to reduce the risk of leakage or misuse. Ways to prevent this from happening include : Encryption Password masking Period  internal system  audits Access  control

Having decided what to change and in what order, the enterprise has to effectively communicate with staff to guide them through the transition regarding the new MDM system. It is prudent to state the : •  Purpose   -The  reason for implementing this data system and its importance  to     the  business and the staff . •  Picture  -What  will happen after implementation . •  Plan  - The  actual steps involved and a timeline for  implementation. •  Participation  -  What  is expected of each individual during  and after the     transition  .

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Human Free Icon of Internet and web flat icons free

Human Icon HD Stock Images | Shutterstock

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Balram,  R.  (2018)  www.snp.com  10 Features and Benefits of Office 365 Custer , C. (2020, September 10).  11 High-Paying Data Analytics Jobs in 2020 . Retrieved from dataquest.io:  https://www.dataquest.io/blog/10-data-analytics-jobs / Ferguson,  M.  https://www.dataqualitypro.com/blog/mdm-change-management-mike-ferguson   King, A. (2015).  7 Benefits to Using Big Data for Small Businesses . Retrieved from industiuscfo.com:  http://www.industriuscfo.com/7-benefits-using-big-data / Mills, T. (2019, November 6).  Five Benefits of Big Data Analytics and How Companies Can Get Started . Retrieved from Forbes.com:  https://www.forbes.com/sites/forbestechcouncil/2019/11/06/five-benefits-of-big-data-analytics-and-how-companies-can-get-started/? sh=498f1ec217e4 Moors, J.  (2020).  How Master Data Management Works: Challenges and benefits. osudio.com Master Data Management. www.informatica.com Smart Insights. (2019). Cognitive Processes to Improve UX Design. Retrieved from webpage: https://www.smartinsights.com/user-experience/website-design/use-these-5-cognitive-processes-to-improve-ux   www.microsoft.com   Office 365

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PowerPoint Presentation

 Balram,  R.  (2018)  www.snp.com  10 Features and Benefits of Office 365 Custer , C. (2020, September 10).  11 High-Paying Data Analytics Jobs in 2020 . Retrieved from dataquest.io:  https://www.dataquest.io/blog/10-data-analytics-jobs / Ferguson,  M.  https://www.dataqualitypro.com/blog/mdm-change-management-mike-ferguson   King, A. (2015).  7 Benefits to Using Big Data for Small Businesses . Retrieved from industiuscfo.com:  http://www.industriuscfo.com/7-benefits-using-big-data / Mills, T. (2019, November 6).  Five Benefits of Big Data Analytics and How Companies Can Get Started . Retrieved from Forbes.com:  https://www.forbes.com/sites/forbestechcouncil/2019/11/06/five-benefits-of-big-data-analytics-and-how-companies-can-get-started/? sh=498f1ec217e4 Moors, J.  (2020).  How Master Data Management Works: Challenges and benefits. osudio.com Master Data Management. www.informatica.com Smart Insights. (2019). Cognitive Processes to Improve UX Design. Retrieved from webpage: https://www.smartinsights.com/user-experience/website-design/use-these-5-cognitive-processes-to-improve-ux   www.microsoft.com   Office 365 

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