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.
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.
1.1 Answer:
1. The Agile approach to development is a methodology that focuses on delivering small, incremental releases of a product, with frequent collaboration between the development team and stakeholders. Key features of Agile include flexibility, adaptability, customer involvement, and iterative development. The Agile approach emphasizes responding to change over following a plan, and values working software over comprehensive documentation.
2. In the context of developing the Airport Customer Relationship Management System, adopting an Agile approach would impact the project management approach in the following ways:
- Project requirements are not fixed at the beginning but evolve throughout the development process based on customer feedback and changing needs. This means that continuous communication and collaboration with the airport management and other stakeholders will be essential.
- Development work is divided into small, manageable tasks or iterations called sprints, typically lasting 1-4 weeks. At the end of each sprint, a working product increment is delivered, providing stakeholders with an opportunity to review and provide feedback.
- The Agile approach promotes a self-organizing, cross-functional team that is empowered to make decisions and solve problems collaboratively. This would require a high level of communication, collaboration, and trust among team members.
3. Motivation:
Based on the scenario provided, the Agile approach would be a suitable methodology for developing the Airport Customer Relationship Management System for several reasons:
- The airport is expecting an influx of tourists, which means that the system needs to be flexible and adaptable to changing customer needs and requirements. Agile allows for continuous feedback and adjustments, which would be beneficial in this dynamic environment.
- The executive responsible for signing off on the system changes his mind frequently. Agile's iterative and incremental development approach can accommodate changes throughout the project, allowing for flexibility and responsiveness to changing requirements.
- The bonus incentive for delivering the system earlier than anticipated aligns well with the Agile approach, as it focuses on delivering value early and frequently. By delivering working increments of the system at the end of each sprint, the development team can ensure that progress is being made towards the overall goal of the project.
In conclusion, the Agile approach to development would be a suitable methodology for developing the Airport Customer Relationship Management System, given the need for flexibility, adaptability, and customer involvement in the project.