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.
You have been awarded the contract for the development of the Airport Customer Relations Management System. At the contract signing, you heard a rumour that one of the executives is known for being indecisive and therefore changes his mind frequently. He is also responsible for ultimately signing the new system into operation, so as far as possible, you will need to accommodate his changes. In the same breath, you have been told that should you deliver this system earlier than anticipated, you will receive a sizable bonus. The one thing, though, that has been constant in all of your communications with the various stakeholders is that due to the size of the investment in the project, there is no room for failure, and the system has to be at the top of its class.
5 / 6
Question 1 (Marks: 45)
Q.1.1
Discuss the Agile approach to development and motivate whether this methodology will be suitable for the development of the Airport Customer Relationship Management System or not.
Your discussion has to address the following:
1. A description of the key features of the Agile development approach.
2. A description of how an Agile development approach will impact your project management approach.
3. A motivation as to whether the Agile approach will be a suitable approach for developing the Airport Customer Relationship Management System.
Each component of your answer needs to be related to the scenario.
(40)
Q.1.2
Create a System Vision Document for the Airport Customer Relationship Management System.
(5)
1. Agile development approach is a software development methodology that promotes adaptive planning, evolutionary development, early delivery, continuous improvement, and encourages rapid and flexible responses to change.
2. In the context of the Airport Customer Relations Management System project, an Agile development approach would impact the project management approach by breaking down the project into smaller increments called sprints. Each sprint would deliver a potentially shippable product increment, allowing for continuous feedback from stakeholders and early identification of any necessary changes. This iterative and incremental approach allows for flexibility and rapid adaptation to any changes in requirements or stakeholder preferences.
3. Motivation for using the Agile approach in developing the Airport Customer Relationship Management System:
- Given the rumor that one of the executives is known for being indecisive and frequently changes his mind, the Agile approach would be suitable as it allows for flexibility and accommodates changes throughout the development process.
- The potential bonus for early delivery also aligns well with the Agile approach's focus on delivering working software in short iterations, increasing the likelihood of meeting or even exceeding the project delivery timeline.
- The emphasis on the system being top of its class and the importance of not failing also support the Agile approach, as it promotes continuous improvement and adaptation based on feedback and testing.
- The Agile approach's focus on collaboration and communication aligns well with the need for stakeholder involvement and feedback in ensuring the system meets the needs and expectations of airport visitors.
Q.1.2
System Vision Document for the Airport Customer Relationship Management System:
Title: Airport Customer Relationship Management System
Vision:
To create a cutting-edge, user-friendly system that enhances customer satisfaction and experience at the airport by providing timely and relevant information, seamless navigation, and instant access to emergency services.
Features:
1. Information: Real-time updates on flights, airport amenities, and services available.
2. Navigation Capability: GPS navigation to various amenities and boarding gates.
3. Emergency Services: Instant connection to medical and ambulatory services for any medical emergency.
Goals:
1. Improve customer satisfaction and experience at the airport.
2. Enhance communication and information-sharing with airport visitors.
3. Ensure quick and efficient access to essential services in case of emergencies.
Target Users:
- Airport visitors, including tourists, passengers, and airport staff.
- Medical and ambulatory service providers for emergency response.
Value Proposition:
- Convenient access to accurate information and navigation tools.
- Improved safety and security with instant emergency service connections.
- Enhanced overall airport experience for visitors.
Success Criteria:
- High user adoption rate and positive feedback from airport visitors.
- Decreased response time for emergency services.
- Increased customer satisfaction metrics for the airport.
Overall, the System Vision Document outlines the goals, features, target users, and success criteria for the Airport Customer Relationship Management System, aligning with the project's objectives of delivering a top-class system that meets the needs of airport visitors and stakeholders.