Eagle Tours Case

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Eagle Tours Case 
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1. Based on a careful reading of the case answer the following questions and then complete the table below.  In the table below, list in column 1 the most important operational (transactional) activities (i.e. day-to-day work) at Eagle Tours as it operates its business and competes in its markets.  Then in column 2 describe the information required to enable or support each of those operations-level requirements.
a. Employing the MIS Integrative Framework (posted on blackboard for this Session Assignment), what is the primary business focus/driver of Eagle Tours (i.e. operational excellence, customer intimacy, product/service innovation) and why did you make this choice?  
Operational excellence, the sales of the products and the products are good. Only the operation of the company has some problem. This company has a serious problem in communication between the different sectors. And the gap of the superior-subordinate also needs to fulfill in the further development of the company. As we can see in the introduction above, the part of selling cannot get enough goods in store because of the inefficient communication between different sectors.
b. What would be the most important secondary driver/focus for Eagle Tours? 
Product and Service innovation
Why? 
Even the service of the Eagle Tours is limited in general. But they still have to work out something different from the competitors. With the development of the economy, the company which cannot keep step with the era will be dropped by the history. In addition, the innovation for the company is the key point for it. Only the innovation can give the competitive advantage for the company in the future because the advantage now  the Eagle Tours has will be removed with the development of  other companies.
Complete the table below (note: provide at least 8 examples):


Key Operations-level (i.e. day-to-day) Business Activities/Transactions
Associated information Requirements
 Check in the travelers when the costumers go to the company first time in the travel.  The number of the travelers and the destination

 Arrange the car which takes the travelers to the scenic spot and back to home.  The number of the travelers
 The connection between different sectors  The working time and working environment
 The structure of the company 
 Manage the files of workers such as the working age, personal information and daily performance.
 The personal files and the information of daily performance in the work.
 Record the information of daily work including the time of arriving and leaving  The time arriving and leaving for the stuff, and whether the stuff go for the work every day.
 Make the history record for regular customers  The time and the destination of the travelers
 Record sales of products.  The daily sales and the price of every product.

 Record all expense of the company and keep a paper file  The cost of the daily expense and the reason for them.
 A place for record the complaint or suggestions when they are guided by the company and shop in the  The information that the costumer leaving for the company











2. For each information requirement you identified in Column 2 of Question 1, explain what types of application software would most effectively enable the management of these information requirements for Eagle Tours.  In the last column describe how this investment has improved operations efficiency and/or effectiveness. (note: provide at least 8 examples):

Information Requirement (copy from question 1, column 2) Enabling Application Software   Operations benefit
 The number of the travelers and the destination
Member management system  Nobody will be leaved or forgotten in scenic spots
 The number of the cars Vehicle scheduling system  The expense of the vehicle will be reduced
 The working time and working environment
 The structure of the company Shared software and instant messaging software  The communication of different sectors of the company will be more convenient
 The personal files Enterprise Human Resources Management System  the operation of the stuff will be efficient
 The time arriving and leaving for the stuff Attendance management system  Nobody will come late or leave early
 The time and the destination of the travelers and the age of them Member management system  Have a better acknowledge of the costumers and analysis the potential costumers
 The daily sales Sales management system  Arrange the product plan or ordering and purchasing plan
 The cost of the daily expense Financial software  The supervisors can get enough information of the daily expense and cut unnecessary expense
 The information that the costumer leaving for the company Online message board  Figure out the reason for the unsatisfactory of the costumers and correct the mistakes

Note:  Most business requirements align with multiple enabling application systems.  Be inclusive here in your thinking!
 
3. In addition to the software applications you listed in Question 2, Eagle Tours needs an information technology (I/T) infrastructure.  These consist of the categories of the infrastructure such as hardware, networks, and system software used to support the applications mentioned previously (but not the applications themselves).  Fill in the table below with your recommendations for the various components of this infrastructure, and be as specific as possible. (note: provide at least 8 examples):

I/T Product, Component or Standard Value to the  business 
 Network,  The ERP management system
Arrange the travelers effectively,
The cost of the expense of the company will be reduced

Network , The ERP management system
Automatically arrange the schedule of the vehicles
The arrangement of the schedule will be effective. 
Network storage,  Database management system It is easy for the costumers to issue the wage for each person.
The issuing will be safe and direct.

Handheld inventory machine
Record the files precisely 
Find the person information quickly

Time attendance machine
Automatically record the information 
Smart phone and Point of sales  terminal
Analysis the daily sales and the profits
Label printer, Bar code hand Terminal
Keep a précis record of  the office supplies
And store the data of who and why  the office supplies  are used.
      Network, independent Domain Name, servicer
The costumer will get to the massage board easily.
Keep the operation of the Website long-lasting and steadily.

 

4. Please describe in Column 1 how Eagle Tours could use information management and information technology for business process management and control (note: include at least 6 examples).  For each opportunity, identify in column 2 where Eagle will turn for the information required for management and control.  In the last column identify the benefits these uses will provide to the corporation.

Opportunity for Management (M) and Control (C) Sources of  M & C Information Benefits to Eagle
Is the managers gathered all the information of the travelers
 Daily record of the costumers Ensure that nobody is leaved in the scenic spots
Who is the most product staff in the company
 Personal files Award the stuff who contribute the company most
What makes the customers complain?
 The record of Online message board Correct the mistake that the company have made
What kind of product the travelers like most?
 The sales record Distribute the goods in time
What kind of product the costumers dislike?
 The sales record 
 The analysis of the sales information Make some promotion for the product
Cut the product of that kind of goods.
Is expense of the daily operation high?
 Data gathered every day for the cost of the daily expense Cut the unnecessary expense
 
5. Please describe in Column 1 how Eagle Tours could use information to innovate for the future (note: include at least six examples).  For each opportunity, identify in column 2 where the information for these processes will come from.  In the last column identify what benefits these uses will provide to Eagle Tours.

Opportunity for Innovation Sources of Learning/Innovation Information Benefits to the Eagle
Give some free drink for the costumers or little gift?  Online message board 
 The managers  More costumers will come.
 The satisfaction of the costumers will be improved
Write a App for the costumers
 Online message board 
 The office stuff  Deliver the scenic spot information and the information of leaving.
 Send travelling information to  the costumers
 Make some promotion in the App.
Should sell some souvenir to the costumers
 Online message board 
 Daily sales  The income of the eagle will increase.
How should the worker scheduling be changed? 
 The stuff
 Data gathered by the  attendance management system  The stuff of the company will be satisfied with the company.
Provide personalized service for the VIP.
 Online message board
 The data about fast selling items 
 Improve the income of the sales.
 the operation categories will amplify
Which area has the best performance?
 Reports on the sales
 Data gathered by the massage board
 Find the advantage of that area and spread it into the else parts of the company.

 
6. What are the legal and ethical issues involved in each of the following scenarios and how would you recommend they be handled?

a. Eagle Tours plans to collect and store data about its past and future customers, including the credit card number, addresses, travel histories and data about customer’s health histories that was submitted by those who applied for travel and health insurance. To control costs all the information are stored on the same database. Eagle’s employees would have access to all these information. Some of the health records would be held for up to 10 years.  What are the legal and/or ethical issues raised by these practices and how should Eagle address the issues to mitigate risk for the firm? (note: provide at least 3 examples for each legal and for each ethical issue):

Legal issues Mitigations
Is the data of the costumers are protected by the pointed person?  Hire some professional File manager.
 Avoid anyone who is not safe to get in touch the files
Can any hacker get the information of the costumers?  Prevent the local computers contacting with Internet

Are the credit card numbers of costumers safe?
 Install a firewall  in the computer


Ethical Issues Mitigations
Does the company remove the history of the records of the travelers
 Stay low and keep the record out of the sight of public.
Does the company concern on the public.
 Pay more attention to the public interest and donate some money for the people who is poor and homeless
Are the company employees having any intention on the costumers’ information?  Hire a high-quality employees 
 Keep the information out of the sight of irrelevant employees
















b. Eagle Tours plans to collect, edit and publish information and pictures that it would harvest from the websites and Facebook/social media pages of travelers who have visited countries that are related to Eagle’s travel products. It plans to copy, store and use only the positive quotes. Furthermore, Eagle plans to use such content, whether the customer used Eagle’s services or not. It also plans to copy their quotes on its website.  What are the legal and/or ethical issues raised by these practices and how should Eagle address these issues to mitigate risk for the firm? (note: provide at least 3 examples for each legal and for each ethical issue)

Legal issues Mitigations
Did the copyright of the information buy for using?
 Ask for the permit of the costumer.
Did the right of privacy have been protected?
 Inform the author of the information and pictures. 
 Hide the author of the work
Was it legal to get the information and the pictures?  Give some cash for the costumers.



Ethical Issues Mitigations
Did the company show respect to the costumers.
 Tell the costumers before use their information or pictures.
Have company used the work of others to make a profit.
 Share profits with the costumers.
Is the company information misleading?
 Answer any question that costumers ask clearly.
 Make the information of the company clearly and simple.




 
7. Describe your sense of the role and value of each of the following types of Web sites as part of Eagle Tours operations and business strategy. (note: provide at least 2 advantages for each type of site and two disadvantages for each kind of website )

Type of Site Advantages Disadvantages
Information-only site (no online selling) The cost of the Website is low. 
Once the website is set up. The further work is simple. Not effective. If the costumer cannot buy the goods or service online, this Website can only be used as a measure to  promote  the information of  the company
Nobody needs to manage the Website.
The safety of the website is higher. The interactivity is bad. In general, the website which is not used for selling product is static website.
E-commerce site (can sell products online) Effective and good of value. 
The website can finish the business online. The company do not need to rent an office and some of other expense can be saved. The cost is high to establish the website because the website is dynamic.

The interactivity is good.
The website for selling product usually is dynamic web page. The customer service staff can communicate with the customers and solve their problem in time.  
Someone must manage the Website. The company must pay for them.
The safety of the website is a problem; it is easy for the hackers to launch an attack. 


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