Case Study: Royal Hotel 1

Troubleshooting Information Systems at the Royal Hotel

1. Despite having relatively little specific information about why the system failed,

what do you think are the main reason for such failure?

In my view point, despite having some information about the reason it failed, I believe

the other reason for the failure is that Blake, the intern in the Royal Hotel did not fully

understand the problem and directly went to solve it. Therefore, he was not well equipped

to face the problem and he also skipped the crucial analysis part of the project. Secondly,

the employees in the initial stages where excited to learn about the new system in the

Hotel but later lost interest in it potentially because of the lack of training.

2. How could you fix these problems?

If I were in this situation, I would have made an appeal to the management to let me stay

throughout the entire process from the original design to the final project. I would also

have taken help from others so to conduct an in-depth analysis of the system. From the

management point of view, I wouldn’t have removed Blake from the project as it will

become a barrier and a complication with the difference between original design and final

project which is exactly what happened in the case of Royal Hotel.

3. Reflecting on the experience, what do you think were the main mistakes, if any, that

Blake made in handling the engagement?

The mistakes that Blake made in handling his tasks is that he did not fully understand the

relevance of the solution he came up with in the Royal Hotel. Royal Hotel unlike other
Case Study: Royal Hotel 2

hotels where such systems might be productive is a smaller hotel. He also didn’t count on

the employees which were the actual end users of his software as he didn’t interview

them enough to gain some clarity. Additionally, the lack of training also contributed to

the software’s failure which could have trained employees to adapt to the new system.