Chapter 11 System Selection

1
Chapter 11 System Selection
Managing Technology in the Hospitality
Industry Fourth Edition (469T or 469)
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Competencies for System Selection

1. Describe ways in which hospitality managers can
   analyze current information needs.
2. Explain how managers can establish basic
   technology system requirements.
3. Explain the purpose of a Request for Proposal
   (RFP).
4. Describe how managers can evaluate proposals
   submitted by technology system vendors.
5. Describe how managers can get the most value out
   of technology product demonstrations.

(continued)
3
Competencies for System Selection
(continued)

1. Identify provisions and arrangements that
   hospitality managers generally negotiate with
   vendors of hospitality technology systems.
2. Identify factors involved in the installation of
   technology systems in hospitality operations.

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Establishing System Requirements
Determine what data to process   Data
identification   Data collection   Data
entry   Data coding Establish how data will be
processed   Identify/apply formulas managers
use   Survey departmental needs Identify
formats for information output   Review vendor
report formats   Survey managers preferences
for print/e-mail delivery
 
5
RFP Components
Business overview/vendor responsibilities
  Hardware configurations   Software
descriptions   Maintenance/support
services   Installation and training
programs   Guarantees and warranties   Payment
options   Future expandability of proposed
system Bidding requirements Specific system
application requirements
 
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Vendor Site Survey Issues
  Training programs   Exceptional cost
considerations   System security features
  Installation schedules   Backup system
design   Communication links
 
7
Vendor Track Record
How long has the vendor been in the hospitality
technology business? Are hospitality systems the
vendors principal business? How many
installations does the vendor currently support?
How satisfied are current users? Is the
vendors business financially stable? Is the
vendor expected to remain in business?
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Scripting Product Demonstrations
  Ensure demonstration covers relevant features.
  Determine most important system capabilities.
  Develop guest scenarios.   Arrange
scenarios in a logical order.   Identify future
events relevant to the system.   Limit
demonstration time.
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General Contract Provisions
Terms of delivery Terms of payment
Survival past delivery Saleable product
warranty Catastrophe remedies Provisions
for breach of contract
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Hardware Contract Provisions
  Specifications and performance criteria
  Delivery, installation, and testing
requirements   Costs and terms of payment
  Reliability tolerances   Maintenance
program options
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Software Contract Provisions
  Title not automatically transferred to buyer
  Non-exclusive license   Copy of source code
placed in escrow
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Contractual Arrangements
  Single-vendor contract   Multi-vendor
contract   Other equipment manufacturer (OEM)
contracts
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Installation Factors
  Site preparation   Design of printed
materials   Initial entry of database
elements   Acceptance testing   System
conversion   Documentation