Assignment Scenario
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.
Question 2 (Marks: 10)
Stakeholders represent a person or group of people who have an interest in the successful
implementation of a new system.
Q.2.1 Identify five (5) potential stakeholders that you will need to interact with should
you be awarded the contract to develop the new Airport Customer Relationship
Management System. Also, state how each of these potential stakeholders will
contribute to gathering requirements for the new system.
1. Airport Management: The airport management will play a key role in gathering requirements for the new system as they will provide insights into the overall goals and objectives of the airport, as well as specific needs and priorities related to customer relations management.
2. IT Department: The IT department of the airport will be able to provide technical expertise and guidance on the implementation of the new system, as well as insights into any existing systems or infrastructure that need to be integrated with the new system.
3. Customer Service Representatives: Customer service representatives interact directly with customers on a daily basis, so they will be able to provide valuable feedback on customer preferences, pain points, and expectations that should be considered in the development of the new system.
4. Airport Staff: Airport staff from various departments such as security, maintenance, and operations will have insights into the daily functioning of the airport and can provide valuable input on how the new system can streamline processes and improve overall efficiency.
5. Travelers: Travelers using the airport facilities will be the end-users of the new system, so gathering feedback directly from them through surveys, focus groups, or user testing will be crucial in ensuring that the system meets their needs and enhances their overall experience at the airport.