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Evolution of Common Home/Office Technology Used for Online Training

Evolution of Common Home/Office Technology Used for Online Training. Table 8.1. Table 8.2. Remote Employees. Suppliers. Guests. Internet. Intranet. Internet. Extranet. Extranet. Internet. Back Office. Front Office. Internal Employees. Figure 8.1. Remote Employees. Suppliers.

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Evolution of Common Home/Office Technology Used for Online Training

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  1. Evolution of Common Home/Office Technology Used for Online Training Table 8.1

  2. Table 8.2

  3. Remote Employees Suppliers Guests Internet Intranet Internet Extranet Extranet Internet Back Office Front Office Internal Employees Figure 8.1

  4. Remote Employees Suppliers Guests Internet Intranet Internet Extranet Extranet Internet Back Office Front Office Internal Employees Figure 8.2

  5. Remote Employees Suppliers Guests Internet B2B B2C Intranet B2E Internet Extranet Extranet Internet Back Office Front Office INPUTS TRANSFORMATION PROCESS OUTPUTS B2E Internal Employees Figure 8.3

  6. E-Business Systems Back ERP Front Transaction Processing CRM Service Up-sell Cross sell SCM MAGIC EAI EDI Functional Systems Figure 8.4

  7. Management Standard Reports Periodic Scheduled Reports—Standard reports generated on periodic bases. Examples include: Night Audit reports—daily. MTD budget reports—weekly. Variance reports—monthly. Exception Reports—Produced and distributed when something out of the ordinary occurs. Flash and Pop-up reports are examples. Demand Reports– Sorted and specialized reports available to managers through database report generators and SQL. Push Reports– Exception information “pushed” through the network to the workstations of all managers with a need to know. Similar to exception reports but distributed to a more specific group of managers. Table 8.3

  8. Online Analytical Processing (OLAP) Automated analyses in environments that include data warehouses linked through a DBMS with data mining features. Consolidation—Chain home offices providing information by property, by city, by region, by district, by nation. Drill-Down—The opposite of consolidation. The chain home office can identify top producers at specific properties in ranking order and compare them with regional or national performance. Slicing and Dicing—Breaking information into segments or niches. Table 8.4

  9. Decision Support Systems (DSS) Statistical software used to perform complex analysis of multiple variables. An example is a yield management program used to compare variables to enhance revenue management. What-If Analysis—Considers hypothetical scenarios. For instance, what if a disaster occurred in two major cities that immediately stopped business and leisure destination travel? Sensitivity Analysis—Specialized What-if analysis. For instance, how would different group profiles impact hotel retail sales? Goal-Seeking Analysis—Referred to as “How-Can” analysis. For example, how can we increase sales by 10% over the same period last year? Optimization Analysis—Provides templates for decisions to maximize profit or revenues. Again, Yield Management is a perfect example. Table 8.5

  10. Point of Sale System Field Transaction Processing File Records Process Control Record Database File Management Reports File Input Reports Figure 8.5

  11. Convention Mgmt. System HRIS DBMS Accounting & Finance PMS Security & Energy Mgmt. POS Figure 8.6

  12. Convention Mgmt. System Reservations Sales & Marketing PMS Accounting & Finance Front Office Housekeeping & Engineering Night Audit POS Figure 8.7

  13. Direct Call Hotel Front Office Reservations Internet GDS Cashier Concierge Booking Status Check in/out G. History Folio Credit Card CIA Master Folio Group Block Room Info Hskp. Req Eng. Req Audit Key Cntrl Currency General Info Pricing Folio Settlement PMS Front Desk Information Pricing Inventory Revenue Management Room Keys Security Housekeeping Engineering Figure 8.8

  14. Point of Sale (POS) Network Guest Folio Front Desk Casual Restaurant Recreation Signature Restaurant PMS POS Server Retail Shops Lounges Night Audit Entertainment Banquets Mgmt Report Figure 8.9 Room Service

  15. Restaurant POS Network Lounge Cold Station POS to EDI Terminal Hot Station Kitchen Service Area Dining Room Hot Station POS to Chain Hot Station Terminal Office Master Terminal POS to PMS Service Area Terminal Figure 8.10

  16. Restaurant/Retail POS/EDI System Master Terminal Storerooms Master Terminal Receiving Inventory Delivery Reconcile order and invoice Master Terminal Hot Station Hot Station Electronic Billing Purchasing Orders Master Terminal Accounting Vendors Electronic Purchase Orders Outlets Figure 8.11

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