System Vision Document: Airport Customer Relationship Management System
Vision Statement:
To develop a cutting-edge Customer Relations Management System for the airport that provides visitors with updated flight information, enhances navigation capabilities, and offers instant access to medical services in case of emergencies. The system will be accessible online through strategically placed kiosks around the airport and a downloadable mobile application, ensuring a seamless and satisfactory experience for all airport visitors.
Objectives:
1. Provide real-time updates on flights, airport amenities, and services available at the airport to enhance customer experience and satisfaction.
2. Implement GPS navigation functionality to guide visitors to various amenities and boarding gates, improving overall navigation within the airport.
3. Enable instant connection to medical and ambulatory services in case of medical emergencies, ensuring the safety and well-being of all airport visitors.
4. Accommodate changes requested by stakeholders, particularly the executive known for being indecisive, to meet their evolving needs and preferences.
5. Deliver the system earlier than anticipated to receive a sizable bonus while ensuring that the system remains top-of-the-class in terms of performance and functionality.
Scope:
The Airport Customer Relationship Management System will include the following features:
1. Flight Information: Real-time updates on flight schedules, delays, cancellations, and boarding information.
2. Airport Amenities: Information on available services, facilities, shops, restaurants, and lounges within the airport.
3. Navigation Capability: GPS navigation to guide visitors to specific locations within the airport, such as gates, restrooms, baggage claim, and parking.
4. Emergency Services: Instant access to medical and ambulatory services in case of emergencies, including first aid, paramedics, and hospital transportation.
5. Stakeholder Requests: Flexibility to accommodate changes requested by stakeholders, particularly the executive known for being indecisive, to ensure system acceptance and adoption.
6. Bonus Delivery: Prioritize the early delivery of the system to receive a sizable bonus while meeting the high standards set for the system.
Success Criteria:
1. Increase customer satisfaction and loyalty through improved information access, navigation, and emergency services.
2. Reduce response times for medical emergencies by providing instant access to medical services within the airport.
3. Accommodate stakeholder changes efficiently to ensure system acceptance and usability.
4. Deliver the system earlier than anticipated to receive a bonus while maintaining high-quality standards.
Overall, the Airport Customer Relationship Management System aims to revolutionize the airport experience for visitors by providing a seamless, informative, and safe environment through cutting-edge technology and unparalleled customer service.
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.
Q.1.2 Create a System Vision Document for the Airport Customer Relationship
Management System.
1 answer