ITS410 || Sept2015-Jan2016

Table of Contents

1.0

Introduction.................................................................................................... 2

1.1

Objective........................................................................................................ 2

1.2

Components................................................................................................... 2

1.3

Activities........................................................................................................ 2

2.0

Business Context and Content..........................................................................3

2.1

Supplier-Business-Marketplace.........................................................................3

2.2

Porter Value Chain........................................................................................... 3

3.0

System Analysis.............................................................................................. 4

3.1

Rich Picture.................................................................................................... 4

3.2

Root Definition................................................................................................ 4

3.3

CATWOE Analysis........................................................................................... 4

4.0

System Model................................................................................................. 5

5.0

System Performance Measures.........................................................................6

6.0

Conclusion..................................................................................................... 7

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1.0 Introduction

Briefly describe the organization/business enterprise using the proposed system.

Length half a page.

1.1 Objective

1. To provide online service for customer, employee and administration.

2. Online customer can make search, reservations and cancelling an existing
reservation on the hotel reservations website.
3. Administrator can add/update the hotel and room information availability.

1.2 Components
Components of a business enterprise system
1. Mission
To be the first choice for guests, colleagues, shareholders and business
partners
2. Vision
To delight our guests every time by creating engaging experience straight
from our heart.
3. Resources
Staff

Housekeeper
Chef
Security officer
Receptionist
Gardener
Rescue guard
Waiter

Facilities
Childrens pool
Fitness center
Massage
Outdoor swimming pool

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Reflexology
Sauna
Spa
River cruise
Azur Restaurant
Palm Hill Caf
Lobby Lounge
Pool bar

Online booking system (www.shangri-la.com)

4. Policies
The Application of this Privacy Policy
This Privacy Policy (the "Policy") applies to personal data and information regarding
guests and other individuals with whom we do business and to the management of
that data and information in any form, whether electronic or written.
This Policy gives effect to our commitment to protect your personal information and
has been adopted by all of the hotel and resort properties owned, managed and/or
operated by Shangri-La or its affiliated or associated companies. References to
"Shangri-La", "we", "our" and "us" hereinafter, depending on the context, collectively
refer to those separate and distinct properties or entities.
Our collection of Personal Information
The term "personal data" in this Policy refers to personal information which is
capable of identifying you as an individual. You can visit our website without providing
any personal data or information. The collection and processing of personal data may
be obligatory for purposes of providing you with our services. The collection may also
be obligatory for purposes of compliance with the Registration of Guest Act 1965 as
well as compliance with other local laws and regulations. We will notify you whether
the personal data requested is obligatory or voluntary. Personal data may be
collected as part of: (i) fulfilling reservations or requests for information or services,
(ii) accommodating your personal preferences, (iii) purchasing our products or
services, (iv) registering for our programmes and memberships, and (v) facilitating
communications. We may also request your personal data to verify your identity, to
protect your interests and implement security measures in compliance with the law.
Types of Personal Information we collect
The types of personal data that we process include:

your personal details such as name, national identification number, age, sex,
nationality, occupation, contact information, passport and visa information and
other required information pursuant to local laws and regulations;
guest stay information, including the hotels where you have stayed, date of
arrival and departure, goods and services purchased, special requests made,
observations about your service preferences, telephone numbers dialed,

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faxes and telephone messages received from third parties on behalf of
guests/customers;

sensitive personal data which comprises your mental and physical health
including your medical condition and medical history and/or your religious
belief;

your credit card details, membership information, account details, profile or

password details and any frequent flyer or travel partner programme
affiliation;

any information necessary to fulfill special requests (for example, leisure,

travel and guest preferences);

your reviews and opinions about our services;

information such as videos and photographs collected through the use of

closed circuit television systems and other security systems; and

Information relating to the credit of customers.

How we use Personal Information

We may use and disclose relevant portions of your personal data and information in
order to:

process and/or confirm hotel arrangements and restaurant reservations;

process and/or confirm bookings, reservations and making arrangements for
sports or recreational activities;

provide and charge for the hotel accommodations and other goods and
services you purchase;

provide privileges, benefits and services to you;

provide you with a better, more personalized level of service;

process applications and administer membership programmes;

fulfill contractual obligations to you, anyone involved in the process of making

your travel arrangements (e.g. travel agents, group travel organisers and your
employer) and vendors (e.g. credit card companies, airline operators and
other loyalty programmes);

conduct market analysis, market research, customer satisfaction and quality

assurance surveys;

respond to requests for information and services;

provide for the safety and security of guests;

administer general record keeping;

facilitate direct marketing, promotional and customer management purposes,

including sending you sales promotional communications or special offers if
you have consented to receive the same. Please see section Direct
Marketing below;

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facilitate matching for whatever purpose with other personal data;

disclose the winner of contests and lucky draw competitions conducted by us

or on our behalf;

Meet legal and regulatory requirements.

Disclosures of your Personal Information

From time to time, we may disclose and transfer your personal data and information
(whether within or outside of Malaysia) to Shangri-La Group of hotels and resorts,
travel-related companies (for example, airline companies, car rental companies and
excursion tour companies), and business partners and third party data processors
who provide administrative, telecommunications, payment, fulfillment or other
services to any of the Shangri-La Group of hotels and resorts to facilitate your
requests or provide you with goods and services you require and for the purposes
described under the section How we use Personal Information. The recipients of
any such data are contractually prohibited from using personal data and information
for any purpose other than for the purpose(s) Shangri-La specifies.
We reserve the right to disclose any personal data and information we have
concerning you if we are compelled to do so by a court of law or requested to do so
by a governmental entity or if we determine it is necessary or desirable to comply
with the law or to protect or defend our rights or property. We also reserve the right to
retain information collected and to process such information to comply with
accounting and tax rules and regulations.
We may share aggregated demographic information with business partners, affiliates
or other entities. This aggregate information is not linked or traceable to any
personally identifiable information about you.
Except as described herein, we do not permit the sale or transfer of personally
identifiable information to third parties.
Direct Marketing
We intend to use your personal information (including your name, address, telephone
numbers, email and other contact details) to send you marketing communications
such as direct-mail, email, telephone calls and SMS containing news, offers,
promotions, events to be offered by us or by our business partners in relation but not
limited to the following classes of products and services: travel, transportation, retail,
food and beverage, credit cards, financial and investment services, real estate,
entertainment, publications, fashion and jewellery, leisure and sports, health and
wellness, non-profit and charitable activities, telecommunications, social networking,
media and public relations.
We will not use your personal information for direct marketing without your consent.
We will always ask for your consent before we use your personal information for
direct marketing. You may opt-out from receiving marketing communications at any
time, free of charge, by following the opt-out instructions contained in the
communications or contacting Shangri-La in accordance with the section How to
Access or Correct Personal Information.
Centralized Processing of Personal Information

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Like most international businesses, we have centralized certain aspects of our data
processing activities, which in many instances will result in the transfer of your
personal information from one country to another. For example, if you make a
reservation and/or stay at a Shangri-La hotel or resort outside of Malaysia, the
personal data and information gathered in that process may be transferred to and
processed in Malaysia or other jurisdictions. The jurisdictions where those data and
information will be processed may or may not have laws that seek to preserve the
privacy of personal data. Nevertheless, whenever your personal data is transferred
within the Shangri-La Group, your personal data will be processed in accordance
with the terms and conditions of this Policy.
We retain the personal data collected for so long as may be necessary to fulfill the
purpose (including any directly related purpose) for which the information was to be
used.
Our commitment to Data Security
To maintain the accuracy of your personal data, as well as preventing unauthorised
access to and ensuring the correct use of your personal data, we have carried out
appropriate physical, electronic and managerial measures to safeguard and secure
the personal data we collect. These measures are subject to ongoing review and
monitoring. Whilst we make every effort to protect your personal data, no security
measures can guarantee that your personal data and information will not be subject
to interference, misuse or hacking and we shall not be responsible for any loss,
misuse or alteration arising as a result of such incidents.
Children and Minors
Except where required by local laws, we do not knowingly collect personal
information from children or minors. If you are a child or minor, you may only use our
website and services with the permission of your parent or guardian.
Anonymous Browsing
Visitors to our website www.shangri-la.com do so on an anonymous basis. We have
not configured our website to collect any information from your computer without your
input. This means that unless you voluntarily and knowingly provide us with
information, we will not know your identity, your email address, or any other
information identifiable to you, save for the collection of information via Cookies
which will be dealt with under the Cookies section below.
Cookies
To enhance your experience on our website, some of our web pages may use
"cookies." Cookies are text files that we place in your computer's browser to store
your preferences. Cookies, by themselves, do not tell us your email address or other
personally-identifiable information unless you choose to provide this information to us
by, for example, registering for one of our services. However, once you choose to
furnish the site with your personally-identifiable information, this information may be
linked to the data stored in the cookie.
We use cookies to understand site usage and to improve the content and offerings
on our sites. For example, we may use cookies to personalize your experience at our
web pages (e.g., to recognize you by name when you return to our site), save your

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username and/or password in password-protected areas, and to offer you products,
programs, or services.
Choice
You may always choose what personal data and information (if any) you wish to
provide to us. However, if you choose not to provide certain details, some of your
experiences with us may be affected (for example, we cannot take a reservation
without a name).
We will abide by any request from you not to send you direct marketing materials.
When such a request is received, your contact details will be suppressed rather
than deleted. This will ensure that your request is recorded and retained unless you
provide a later consent that overrides it.
How to Access or Correct Your Personal Information
You are entitled to access and make changes to any personal data relating to your
profile held in our database. You should update the personal data held by us
whenever there is a change. If you have any questions about this Policy, or if you
would like to submit a request for access to or change of the personal data and
information that we maintain about you, please contact our Director of Customer
Care, Mr. Kenneth Yap by sending a written request to 11th Floor, UBN Tower, No.
10, Jalan P. Ramlee, 50250 Kuala Lumpur. Telephone Number: 603 - 2052 3088 /
Fax Number: 03 2052 3198 or email us at receptionist@shangri-la.com.
We reserve the right to charge a fee for the processing of any such access request.
The fee chargeable is RM2.00 for each request without a copy of the personal data
and RM10.00 for each request with a copy of the personal data. The fee chargeable
for access to sensitive personal data is RM5.00 for each request without a copy of
the sensitive personal data and RM30.00 for each request with a copy of the
sensitive personal data. As indicated above, all requests for access to your personal
information must be submitted in writing. When communicating your request, please
be sure to include your full name, address and telephone number so we can
ascertain your identity, and specify clearly the type of enquiry and the original source
of data collection.
Changes to the Policy
We may modify this Policy from time to time. Any changes to this Policy will be
posted to our website so that you are always informed of the way we collect and use
your personal data. Updated versions of our Policy will include the date of the
revision at the end of this Policy so that you are able to check when the Policy was
last amended.
Any changes to our Policy will become effective upon posting of the revised Policy on
the website. Use of the website following such changes constitutes your acceptance
of the revised Policy then in effect.
Miscellaneous
This Policy is governed by and shall be construed in accordance with the laws of
Malaysia.

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This Policy is written in the English and Malay languages and may be translated into
other languages. In the event of any inconsistency between the English version and
the translated version of this Policy, the English version shall prevail.
5. Processes

Must know the available room; how many room still available; how many
room that fully booked

Must know the date booked; the end date and the last date that want to stay

Must know the package that available to that date booked or have fully
booked that date or fully in use

Must know the payment that must do due to the date that booked and the
package that they take it suitable with the payment

6. Information
Reservation information

Hotel information

Putrajaya Shangri-La Hotel

Taman Putra Perdana Presint 1, Wilayah Persekutuan, Putrajaya, 62000,
Malaysia
T:(60 3) 8887 8888
F:(60 3) 8887 8889
1)
Room and suites
Room
o Deluxe Park View Room

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o
o

2)

Deluxe Hill View Room

Deluxe Hill View Family Room

Suites
o Executive Suite
o Premier Suite
o Presidential Suites

Dining
Restaurant
o Azur
o Plam Hill Caf
Bar and lounges
o Lobby lounge
o Pool bar

3)

Health and Leisure

Childrens Pool
Fitness Centre
Massage
Outdoor Swimming Pool
Reflexology
Sauna
Spa
River Cruise

4)

Offers
Sweet escape
Bonus choice
Advance purchase
Putrajaya Festive Staycation
Refresh, Revive and Relax
The Perfect Celebration Package
My Putrajaya Weekend Staycation

5)

Room reservation
Number of rooms
Number of adults
Number of children
Special rate

7. System
i. Property Management System (PMS)

A PMS helps to manage the day-to-day activities of Shangri La Hotel. Here, the
hotels front desk operator will log into to check a guest in and out. It is easy to use

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system and having an attractive interface. The hotel use a property management
system as a control panel, where they can manage all aspects of their propertys
daily need.
ii. Channel Manager

A channel manager is the system where they use to connect their property to online
travel agencies (OTAs). When the guests books on one of the OTA, this channel
manager will sends the information to the PMS and booking engine. Therefore, it
prevents overbookings.

iii. Booking Engine

This allows the hotelier to take direct reservations. This system is introduced in order
to save time by reducing the number of phone calls that their team has to answer.
This system also will integrate with PMS and channel manager. When the hotel
change rates in PMS, it will automatically share these new rates with the other
systems that have been linked.

iv. Website

Website is the most important part of Shangri La Hotel hospitality management

system strategy. This is the main place for the hotel to take direct bookings. It is also
the hotels marketing face to the world. The customer will always love to see photos,
read the story of the hotel and to see if there is any special deal.

8. Culture
Attraction
Hospitality that provided by Shangri-La hotel is Asian hospitality that have unique
characteristic

Event
Celebrate lifes events in style & elegance
9. People
Board of directors
Management team
Staff
Customer
10. Product

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Deluxe Hill View Room

Comfort and elegance define the Deluxe Hill View Rooms, which look out
across the hotels lush landscaped terraces.
Features
Deluxe Hill View Rooms offer spacious sleeping areas and a private
terrace with serene views of the Putrajaya hillscapes.
Spacious, airy bathroom includes a separate shower cubicle.

Each room offers 40 sqm / 430 sqf of luxury.

Deluxe Park View Room

Deluxe Park View Rooms offer wonderful views of the nearby Putrajaya lake
and botanic gardens. Rooms are appointed in a dcor that is inspired by the
peaceful elements of nature.

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Features
Deluxe Park View Rooms offer spacious sleeping areas and a private
terrace with serene views of the hotels gardens and lakes.
Spacious bathroom includes a separate shower.

Each room offers 40 sqm / 430 sqf of luxury.

Deluxe Hill View Family Room

A comfortable spacious family room which looks out across the hotel's lush
landscaped terraces.
Features
These family rooms offer spacious sleeping and resting areas with
serene views of the Putrajaya hillscapes.
Rooms are fully equipped with a queen size bed and ample space for
a play area or extra bed.

Each room offers 49 sqm / 526 sqf of luxury.

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Executive Suite

With extra space to spread out and work or relax, Executive Suites combine
elegant accommodations with world-class Shangri-La service.
Features
Luxury one-bedroom suites offer a spacious and comfortable separate
living room along with an oversized terrace.
The spacious room contains:
-

Separate shower

Deep soaking tub

Deluxe bathing products

Plush towels

Bathrobes

11. Service

Butler Service in Suites

Complimentary Shoeshine Service

Express Check-in and Check-out Services

Laundry & Valet Service

Postal / Courier Service

Binding Services

Broadband Internet Access

Courier Services

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Facsimile Services

Internet Service

Laser Printing

Photocopying Services

Scanning

Word Processing / Translation / Interpretation Services

1.3 Activities
1.
2.
3.
4.
5.

Swimming activity at childrens pool and outdoor swimming pool.

Relaxing at massage, reflexology, sauna and spa centre.
River cruising on selected day.
Exercise at fitness centre.
Having leisure time at lobby lounge and pool bar while enjoying outstanding view and
some cocktail or snacks.

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2.0 Business Context and Content

2.1 Supplier-Business-Marketplace
Slides 31 Lecture 6

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2.2 Porter Value Chain

Activities

Inbound Logistics

Operations

Outbound Logistics

Description

Strategic Information Systems (SIS) role

Shangri-La automates its hotel services and security

operations.

Property Management System (PMS)

Channel Manager

Website

By engaging in networking, Shangri-La is able to

enter into online market and sales channel to connect
its supply network.

Shangri-La operates under a target achievements

basis for completion of a product.

Set short term and long term target

Performance analysis

Shangri-La utilises automated hotel services to

improve their activities associated with distributing
service to their customer.

Booking engine

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Activity

Description

Strategic information system (SIS)

role

Marketing and sales

Successfully influences a positive market

Online sales

perception of the company through its

consumer responsiveness.

Customer service

Shangri-La provides many services to

Tourist Guide service

ease their customers while staying at the

hotel.

Dobby service

Maps service

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Activities

Description

Strategic Information Systems (SIS) role

Firm Infrastructure

The hotel needs to ensure that their finances, legal structure Finance & Account Planning System
& management structure work efficiently. Inefficient
infrastructures waste resources, could affect the hotel's
reputation

Human Resource
Management

Involve in hiring, train and develop the correct staff for the
hotel

Human Resources Planning System

Product/Technology
Development

Enhance room & facilities design, hotel website, or

activities that can reduced hotel cost

Computer Aided Design

Procurement

Purchasing raw material , services & goods as input for the

hotel at the best price from supplier

Computerized Ordering System

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System Analysis

Primary Task
-

Shangri-La hotel operate system to award customer with 50% discount for
every facilities available in the hotel by means of every 100th customer who
make reservation in a single day, in order to attract customer to choose our
hotel as their favorite hotel.

Issue-based
-

Shangri-La hotel operate system to upgrade their quality service , by revising

the existing system, in order to increase customers satisfaction and loyalty.

2.3 Rich Picture

Refer slide 14 Lecture 10.

2.4 Root Definition

A system to do X by (means of) Y in order to Z

Primary Task

X :

Award customer with 50% discount for every facilities available in the hotel

Y :

Of every hundredth customer who make reservation in a single day

Z :

Attract customer to choose our hotel as their favourite hotel

Issue-based

X :

operate system to upgrade their quality service

Y :

Revising the existing system

Z :

To increase customers satisfaction and loyalty

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2.5 CATWOE Analysis

C.A.T.W.O.E stands for:
C

Customer

Actor

Transformation

Weltanschauung (Worldview)

Owner

Environment

In Shangri-La Hotel, C.A.T.W.O.E analysis that runs in the system are:

Primary task

C :
A :
T :
W:
O :
E :

Hundredth Shangri-Las customer

Shangri-La staff
Normal price on facilities to 50% discount
Give discount to attract customer to choose our hotel as their favourite hotel
Shangri-La management
Promotion of others hotel competitors

Issue-based

C :
A :
T :
W:
O :
E :

Customer
Shangri-La staff
Existing service system to new upgraded service system
Upgrade service system will increase customers satisfaction and loyalty
Shangri-La management
Malaysian Hotel Management Law

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3.0 System Model

Class Diagram

1..*

Makes/ cancel

Communicate
1

1..*

Select
1..*

Generates

1..*

Receives

1..*
Paid by
1..*

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Use Cases

Make hotel room

booking
Edit /
cancel
reservatio
n

Guest

Make payment

Monthly report

Hotel Manager

Room type

Hotel

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Check guest in

Receptioni
st

Check guest out

Do cleaning

Maintain bed and room

Staf

Dispose waste

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Activity Diagram

START

Booking
Details

Check Room
Availability

Bill

Add-ons Service
and Bills

Guest
Check-in

Payment
Details

Submit
Confirmation

Guest Check-out

Payment

Review Feedback
from Guest

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Guest
Details

Read Terms and

Conditions

END

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4.0 System Performance Measures

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5.0 Conclusion

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