6. HFTP
Network Operating Systems
A combination of programs,
gives some computers and
peripherals the capability
to accepts request for
service across the
network, and provide
computers the capability to
correctly use network
devices.
7. HFTP
Network Operating Systems
NT
Server 2003
Novell
Linux
UNIX (HP-UX/AIX)
8. HFTP
The O/S Kernel
File Management
Memory Management
Peripheral Control
Network Communication
9. HFTP
Network Design
Connectivity
Provides communications across a defined network.
Advantages
Data Sharing
Application Sharing
Device Sharing
Communications (packets)
Local Area Network (LAN)
Wide Area Network (WAN)
Metropolitan Area Network (MAN)
10. HFTP
Network Architecture
Definition: The technique used
by a NIC/LAN adapter to control
access to a cable and cable
connectors.
11. HFTP
Network Architecture
Two Types:
Peer to Peer: client-based
Client Server: server based
Have a higher startup cost than
peer to peer networks; provide
good control, backup, and
management of critical data;
offers security, data management,
fast response and room for
expansion, but DOES NOT need
all the software installed on
the server.
12. HFTP
LAN
Definition: A configuration of
workstations that enables users in the
same office to share data, programs,
and output devices (such as printers).
Cable Connections:
Fiber, Twisted Pair, Coax, and Twinax
Fiber Optics is used for the fastest possible throughput
at very long cable lengths
Twinax is not the recommended line for moving large
data or video files.
Connection type and speed:
10Mbps, 100Mbps, 1000Mbps (Gigabyte)
13. HFTP
WAN
Definition: Multiple connection of
computer networks, from building to
building, city to city, state to state, and
country to country utilizing DSU/CSU
router.
• CSU/DSU: Channel Services unit/
Data Services unit. Is used to connect
computers, video equipment, and
multiplexors to digital phone lines.
14. HFTP
WAN
Connections type and speed:
ISDN (128Kbs)
offers the lowest overall circuit cost type of
service for connection of remote network sites
to a central location.
T1 (1.5Mbps) and T3 (up to 45Mbps)
The standard speed is NOT 100Mbps.
NOT Associated Technologies
NIC’s, Repeaters, Hubs & Apple Talk
15. HFTP
Network Security
Network Login and Passwords
Promptly change your password on initial
login for proper security procedures for
user-level passwords
Single Sign-on
Components of a single sign-on system
include authentication and a directory
service.
16. HFTP
Network Security
PGP - Pretty Good Privacy
Software that implements public key
cryptology that requires a key pair of both
a public key and a private key
SSL – Secure Socket Layer
Is built upon Public key encryption, Digital
Signature, and Digital Certificates, but NOT
Single Key system using substitution
encryption.
To defeat SSL and PGP you would utilize Cryptanalysis,
Reverse engineer of the implementation, and Pass phrase
attack, but NOT insider security information.
17. HFTP
Network Security
SNMP – Simple Network Management Protocol
an application layer protocol that facilitates
the exchange of management information
between network devices.
Network File Access
controls security rights for users files
Biometric Technology
Is capable of enhancing physical security
such as guest and employee entry.
18. HFTP
Firewalls
Software and hardware that filters and secures
your private network, allowing only authorized
access and transmissions of your internal data.
19. HFTP
Computer Viruses
Malicious computer programs:
Virus
Unauthorized set of programmed code that
attaches itself to other programs.
Worm
Independent programs that may replicate itself
throughout the network.
Trojan Horse
Masquerades as a legitimate program but has
malicious software inside
Are computer bugs a virus??
20. HFTP
TCP/IP
TCP/IP – Transmission Control Protocol/Internet Protocol
Is NOT a telecommunication communications protocol.
TCP Packets:
Are numbered so they can be reassembled in the correct sequence
at the destination.
Are transmitted over the network as capacity becomes available.
Forwarded across the network separately and do not necessarily
follow the same route.
Do not contain destination addresses only.
Header information includes
Total length of the packet, destination IP address, Source IP
address, and Error checking information. DOES NOT include
sender’s login information.
21. HFTP
TCP/IP
Packet Switching
Checking for valid packets, destination address, best
route, assembling packets in order, but NOT for
data compression.
Static verses Dynamic Addresses
DHCP: Dynamic Host Configuration Protocol is used
to assign dynamic IP addresses on an as-requested
basis.
3 Classes of IP Addresses
22. HFTP
IP Address Classes
Class A
###. xxx .xxx . xxx (ex. 26.x.x.x)
(1-126).(1-254).(1-254).(1-254)
Class B
### .###.xxx .xxx (ex. 172.16.x.x)
(128-191).(1-254).(1-254).(1-254)
Class C
### .###.###.xxx (ex. 192.168.1.x)
(192-223).(1-254).(1-254).(1-254)
23. HFTP
Parallel Transmission
Multiple channels to transmit several
bits of data at a time
Timed pulses sent on other wires within
the same cable to coordinate the flow
of data
Parallel ports, parallel cable, user
configuration of controller
Over short distances -LAN
24. HFTP
Serial Transmission
Single channel to transmit bit by bit
Bits travel as a sequence over a single
wire with start and stop bits to
coordinate data flow
Serial cable, serial ports, user
configuration of controller
Long distances - telephone transmission
25. HFTP
Modems
Converts on and off digital pulses of
computer data into on-and-off analog
tones that can be transmitted over a
normal telephone circuit.
Uses:
Allow computers to communicate over
distances
E-mail, internet, bulletin boards
Polling, file transfer, system support
26. HFTP
Today’s Technologies
Smart Cards
XML
Bluetooth
VPN
VoIP
HSIA
ASP
27. HFTP
Smart Cards
Embedded micro chips
that store personal
information, allow
credit and commerce
transactions, access
to room and other
information.
28. HFTP
XML – eXtended Markup Language
Language that is not
constrained to a fixed format
and allows trading partners
to create their own data tags
for information exchange,
has become the standard for
all markup language,
provides data in a format
that is easily exchanged &
non-proprietary.
30. HFTP
Bluetooth
Distance Limitations
30 feet (10 meters)
New Technology
Communications between
any electrically powered
device or appliance
31. HFTP
VPN – Virtual Private Network
Allow for secure
connections that
“tunnel” through the
Internet to connect 2
private LAN’s or
Computers, which
reduces costs overall.
32. HFTP
VoIP – Voice over Internet Protocol
Set of facilities used to manage
the delivery of voice
information over the Internet.
VoIP involves sending voice
information in digital form in
discrete packets rather than by
using the traditional circuit-
committed protocols of the
public switched telephone
network
33. HFTP
HSIA – High Speed Internet Access
Acceptable methods for providing HSIA
service to guest rooms:
Wireless proximity
Telephone network
Electrical wiring system
Cable system
35. HFTP
ASP – Application Service Provider
Is the server model in which
hardware is housed and
maintained off-site, yet
users can access the
application and data via a
web-based Internet
connection.
36. HFTP
Telephone Switches
Trunking
Trunk lines are defined as a telecommunications
line between 2 switching systems.
Incoming call routing
Uses caller ID Automatic Number Identification
(ANI) information to retrieve customer records
from a database and send the records and call to
a specific call center operator.
DeMarc
The point where responsibility for telecom services
into a building transfers from the carrier to the
end user organization.
37. HFTP
Telephone Switches
Voice over IP
Place voice and fax calls over internet
connections. Does not provide HSIA or In-room
internet connectivity, hotel operators to receive
free telephone services.
Automated Call Distributor (ACD)
Useful for Reservations, PBX and Room Service
departments.
ACDs would not be used to automatically generate
Express Checkout reports.
Automatic check out is not a function of a
PBX system.
38. HFTP
Guest Room Telephones
Features that may be included
Data port sets
2 line capability
ADA hearing impaired feature handset
Hands free speaker phone capability
One button dialing and redialing
39. HFTP
Database Management Software
Allow users to catalog and store information
for future use
Collection of related facts and figures
designed to serve a specific purpose
Possible Uses:
Preparing mailing lists for marketing and
promotional activities.
Help managers sort through personnel records to
identify performance review dates for employees
that correspond to the dates on which they were
hired
40. HFTP
Database Structures
Files organized in ways that facilitate
searching for data, updating data, and
generating accurate, timely and useful
reports for management.
41. HFTP
Files, Records, and Fields
Files
“THE” Database
i.e... Inventory, purchases, suppliers
Records
individual information
contains “key” field
Fields
identified by type of info.
Text, Calculated, Logical, Date, etc.
42. HFTP
Database Structures
Hierarchical
Resembles that of the root of a tree
Arranges Files, Records, and Fields
Master Records and Subordinate Records
Data inherit attributes, or rights, from it’s parent
Relational
Tables are related to each other through key field
Tabular Structure
Data appears only once and not replicated multiple times
Flat
One Large Table (Flat File)
Files are stand-alone collections of data.
43. HFTP
Data Management Concepts
Data Warehouse
Collection of data from different sources
Provides input for decision making
The repository of all data
Data is received and stored following specific validation rules
Data Mart
Separate database designed for specific group of users
(e.g. marketing, group sales, etc.)
Data is extracted from Data Warehouse to
protect its integrity
Data Mining
Statistical and rule-based reasoning to find
patterns in data (e.g. forecasting occupancy)
Should be performed against the Data Mart
44. HFTP
Other Terms
File Server - Computer that controls the flow of
information along a network and stores files created by
application programs, has large storage hard drive with
space to share, and provides the capability to
simultaneously access the same file.
Application server - Enables several users to offload
specialized tasks onto a shared computer.
Secondary storage devices - Refers to Hard
drives, CD-RW, DVD-RW, Zip Disks, Removable storage
devices, but NOT RAM.
High Availability - Options include Multi-processors,
disk arrays, redundant power supplies, but NOT Spare
Memory Modules.
46. HFTP
Central Reservation Systems
Affiliate Systems
System that services an entire chain
All properties are contractually related
Non-Affiliate Systems
Contracted to individual properties
Subscription based service
Apply to independent hotel properties
Have some type of charge or cost
Interfaces
One-Way verses Two-Way
47. HFTP
Global Reservation Systems (GDS)
International joint ventures of diverse
companies
Direct linking of: hotels, airlines, car rental
companies, and travel agencies using the
internet or other private computer
networks
48. HFTP
Revenue and Yield Management Systems
Revenue Management
Program helps hotel managers determine whether
a reservation request should be accepted or
rejected in order to maximize revenue for a specific
period of time.
Takes advantage of rate hurdles
Yield Management
The ratio of actual revenue to potential revenue.
Room rates should be higher when demand
exceeds supply.
Oversell Guidelines maximize revenue potential by
selling all available rooms.
49. HFTP
Property Management System (PMS)
The computer-based lodging
information system that helps
track guests and their special
request or inquires.
50. HFTP
PMS Front Office Applications
Reservations Module
Used to process room requests.
Most helpful in forecasting occupancy
Revenue Management Module
Maintains the room and package rates
Rooms Management Module
Maintains current room status information.
Guest Accounting Module
Maintains the guest charges and payments
51. HFTP
Property Level
Reservations Module
An integrated module of the PMS
Reduces paperwork, redundancy, clerical
Interface point to CRS
Quick access to reservation information
52. HFTP
Rooms Management Module
Strengthen communications between
Front Office and Housekeeping
Current room status information
Room assignment and check-in
In-house guest information
Organize Housekeeping activities
Management reporting
53. HFTP
Guest Accounting Module
Enables posting directly to guest and non-
guest accounts
Enables management control over financial
aspects of the guest cycle
Eliminates the need for guest folio cards
and posting machines
Monitors credit and sets the folio at a no-
post status when charges approach the
house limit
54. HFTP
The Audit Trail
Cross references from:
source document serial number
work-shifts
cashiers
POS terminals
departmental accounts
55. HFTP
Credit Card Processing
Interface to Systems
Reduces Cost
Insures Accuracy
Non-repudiation
a solution that offers
protection against
disputed charges to the
merchant.
56. HFTP
Integration v. Interfacing
Integrated Systems: A systems which
contains a number of subsets that perform
separate tasks yet operate within the same
structure.
Interfaced Systems: More than one
system that are linked together through the
use of hardware and software in order to
provide communication between separate
programs.
57. HFTP
PMS Interfaces
Point-of-Sale
Call accounting systems
Electronic locking systems
Energy management systems
Auxiliary guest services
Guest-operated devices
58. HFTP
Call Accounting System (CAS)
Designed to place and price outgoing calls, and post
telephone charges to guest accounts.
Not a guest’s credit card
Interfaces to PMS and Telephone Switch
Automatic ID of outward dialing (AIOD)
immediately identifies the extension from which a call is placed
Least cost routing
Directs calls over the least-cost available line, regardless of carrier.
When this line is busy, the device prompts the system to use the
next least expensive line.
59. HFTP
Call Accounting System (CAS)
Performs the following functions
call placement
call distribution
call routing
call rating
call recording
Preferred Features
Separate guest calls from admin calls
Long-duration calls can be priced at flat rate
Area codes can be updated by hotel management
Reasons for reduced telecom revenue
Increased use of Email
Calling Cards/Pre-Paid Cards
Growing cell phone usage
High mark-ups on long distance phone calls
64. HFTP
Other Accounting Topics
Payment Terms
2/10 Net 30 Days
Blind Drops
Basic Posting Formula in
Audit Process
65. HFTP
Payroll Module
Employee master file
Gross and net pay for salaried and
hourly employees
Cuts paychecks
Payroll and tax registers and reports
Labor and cost reporting for
management
67. HFTP
Inventory Valuation
FIFO (First in First Out - Latest)
LIFO (Last in First Out - Earliest)
LIPO (Surgical Removal of Subcutaneous Fat)
Actual cost
Weighted average
68. HFTP
Purchasing Module
Purchase Order File
par levels
lead time quantity reorder point
Telecommunication of P/O’s
Bid Specification File
69. HFTP
Financial Reporting Module
Chart of Accounts
Trial Balance File
Financial Statements
Balance Sheet
Income Statement
Statement of Cash Flows
Ratio Analysis
70. HFTP
POS Terminology
Auto-Coursing - time dependent circle of service
Forced Modifiers - automatic prompts for order
details
Menu Engineering - profitability and sales analysis
Prechecking - authorization for production/service
Postchecking - check totaling for print/settlement
Reports - server, day part, shift, terminal, outlet
Server Banking - reconciliation by server, not cashier
Hand Held – remote input device
71. HFTP
Food and Beverage
Management Applications
Process data related to back-of-the-
house food service activities
Common management applications
Recipe Management
Sales Analysis
Menu Management,
Engineering and Costing
72. HFTP
The Menu Engineering Grid
$$$
Puzzle Star
Contribution
Margin $
Dog Plowhorse
70%
Menu Mix %
73. HFTP
F&B Cost Control
Standard Recipe
Benefits
Net Weight/Volume
Standard Portion
Cost
#60 Scoop
75. HFTP
Event Management Systems
Sales / Catering Software
Proposal / Contract
Maintains client requests, room nights, menu
items, and records all equipment and space
commitments.
Banquet Event Orders (BEO)
Serves as a final contract for client and generates
work assignments for the Catering staff.
Ingredient File
Contains items like tables, chairs,
china, flatware, tents and entertainment.
76. HFTP
CRM - Customer Relationship Management
Enables organizations to know their
customers on an on-going basis and
not just for the life of that
transaction, that meal or that guest
stay.
Will track the history and status of
every customer interaction and help
workers to give personalized service.
77. HFTP
CRM - Customer Relationship Management
Implementation Includes:
Customer Data and Analysis
Technology and Staff
Strategies and goals
Considerations should NOT include:
Thanking regular customers for their loyalty
Surveying customer needs
78. HFTP
Marketing Techniques
One to One
Broadcast (Mass)
Permission
79. HFTP
Web Based Marketing
Cookies / Tokens
Client-side tracking so customer does
not have to identify themselves again
Unique Visits / Hits
Server-side tracking by using log files to
identify the customer
Banner Advertising
Is a cost per action
Conversion
The moment a customer buys
80. HFTP
E commerce
b2b (business to business)
Most sophisticated type of internet transaction
Requires the highest level of trust between the parties
b2c (business to customer)
Customers should get same benefits at the store / location as on the
Internet
Discounted prices on the web site versus voice is not a consistent B2C
ecommerce model
b2e (business to employee)
Employee portal that allows access to human resource information such
as job postings, work schedules and work policies
Secure Electronic Transaction (SET)
More secure than SSL
Non biased authentication
A single trusted international source
81. HFTP
Web Terminology
World Wide Web (www) consists of
three components
HTTP – Hypertext Transfer Protocol
HTML – Hypertext Markup Language
URL – Uniform Resource Locator
Domain Name System (DNS)
An internet service that converts internet
names and resolves them into Internet
Protocol (IP) addresses.
83. HFTP
Electronic Locking Systems
Hard-Wired System
Codes the key and changes the door
at time the key is first made at the
front desk.
Micro-Fitted System
Depends upon a pre-coded
microprocessor in each lockset at the
guest room door and front desk
encoder.
84. HFTP
Electronic Locking Systems
Features
Unique keys (instantly changes)
Audit trail capability
Key code expiration
Automated dead-bolt with “Do Not Disturb”
Key must be removed for door to open to
protect from possibility of keycard theft
Control access to virtually every area of the
hotel, including exterior doors, storage
areas, admin areas, meeting rooms and
guestrooms
85. HFTP
Electronic Locking Systems
Features
Enhanced guest security by
monitoring the status of every
guestroom door opening, even
when entry is achieved without
the guest’s issued key
Review the audit trail to
determine which assigned keys
gained entry to a guest room.
86. HFTP
Energy Management Systems (EMS)
Guest Control
Enable guest to have full and complete control of room
temperature when physically present in the room.
Demand Control
Turns off units for varying periods of time without
affecting environment or comfort conditions.
Maintains pre-determined energy usage levels.
Duty Cycling
Turns off equipment on a sequential basis for a given
period of time each hour also without affecting
environment or comfort conditions
87. HFTP
Energy Management Systems (EMS)
Room Occupancy Sensors
Infrared or ultrasonic waves used to
register the physical occupancy of a room
When the guest leaves, sensors react, and
following a short delay, lights, and HVAC
are reset to default settings.
PMS Interface
Provides energy control opportunities to
minimized energy usage in direct relation
to anticipated occupancy levels.
88. HFTP
Club Systems
MEMBERSHIP FIXED ASSET
TRACKING ACCOUNTING
GENERAL INVENTORY
LEDGER ACCTG CONTROL
PAYROLL/ EVENT
PERSONNEL MANAGEMENT
POINT-of-SALE HOTEL
CONTROL OPERATIONS
89. HFTP
Club Systems
Primary Objectives for Implementing a
POS System in a Club Environment
Increases internal controls
Improves member services
Enhances staff productivity
NOT to reduce staff
When planning to computerize a club’s
information systems, they should
identify the application software first.
90. HFTP
SPA Systems
Spa Reservation Systems
3 components
A provider/associate
A facility/room
The equipment needed
Allows automatic assignment of available
time slots to multiple guest, all arriving
during similar blocks of time, with various
services being selected.
91. HFTP
SPA Systems
Spa Reservation Systems
Utilize criteria for treatment rooms and
service specialists, instead of just rooms
and available space requirements.
Priority and Percentage Load methods are
used to allocate spa resources when
making an appointment for a treatment.
92. HFTP
SPA Systems
Interfaces:
Property Managements System(s)
Point of Sale System
Internet Reservations
Retail
Inventory
Point of Sale
Gift/Debit Card System
93. HFTP
Golf Tee Time Systems
Usage
Book rounds weeks in advance
Match individual players to create 4-somes (yield
manage)
Block individual holes for planned maintenance
Manage play on multiple courses
Ways To Book Reservations
In Person
Via Lottery
Internet
Email
94. HFTP
Golf Tee Time Systems
Golf Operations Terminology
Shotgun
Aeration
Handicap
95. HFTP
Club Websites
Typical divided into 3 sections
Member Partition
Staff Partition
Guest Partition
Desired synchronization features
Member roster synchronization
Member online account review
96. HFTP
Club Websites
Member Accounting on the Web
most commonly shared via a zipped file generated
from the accounting system and sent to the
website nightly
Real-time data access methods, such as XML
(eXtended Markup Language) or OLTP (OnLine
Transaction Processing), is not widely used in
today’s Club applications
Reasons For Failure
Content under-appreciated
Site is under-promoted
Site is under-funded
Site is under-appreciated
97. HFTP
RFID
Definition – Radio Frequency
Identification
A technology used to transmit data by a
mobile device and read by a reader that is
not connected via a wired connection
98. HFTP
RFID
Types of Tags
Passive
Have no internal power supply
Incoming radio signal provides just enough power for the
CMOS integrated circuit in the tag to power up and send
a response
Practical ranges of 10cm up to a few meters
Active
Have their own internal power source used to power
integrated circuits and broadcast the signal to the reader
Usually more reliable making them more effective in
harsh environments
Practical range of 100 meters
Battery life up to 10 years
99. HFTP
RFID
Privacy Concerns
Purchaser of an item may not be aware of
the existence of the RFID device
Myths related to RFID Privacy include
Easy to intercept the RFID signal and steal the
individual’s identity
Since many tags contain similar data elements,
it is easy to confuse one’s identity with another
Tags can easily be removed and attached to
other items or people
100. HFTP
Uses of RFID in Hospitality
Cashless RFID Systems
Asset Management
Waterparks
Lost Children
Resort Tasks
Casino Operations
Gaming chips are now embedded with RFID
devices to track where users go and precisely how
many gaming chips are used
101. HFTP
Universal Serial Bus (USB)
A widely used hardware interface for attaching
peripheral devices.
Up to 127 peripheral devices can be attached to the bus
History
Began to appear on PCs in 1997
Windows 98 was first version of the Windows
operating system to support USB natively
Types of Connections
A – Upstream
B – Downstream
Mini A & Mini B
Used on small portable devices such as PDAs, music players,
digital cameras and cell phones
102. HFTP
Cell Coverage In The Hotel
Operational Benefits
Staff members can communicate with one device and not
require cell phones, PDAs and pagers
Staff can be contacted easily when away from the property
Staff can respond to issues in real-time
Concrete and Steel
Cell Phone Amplification
It’s expensive
Can be directly tied to guest satisfaction and Guest recovery
strategies
In-building solutions do not affect external coverage areas
103. HFTP
Evolving US TV Regulations
Stations Convert to Digital Format
US Markets must convert by 2/17/2009
Most provide digital today
Analog signals must be turned back to the
government for first responder use
Point of Encryption
Digital movie producers require their
signals to be encrypted
All the way to the display unit!!!
104. HFTP
Evolving US TV Regulations
All TVs Sold After March 01, 2007
Must be HDTV Ready
HDTV ready does not mean it includes a ATSC
tuner
ATSC – Advanced Television Standards
Committee
Created voluntary standards for TV sets which
were adopted by the FCC in 1996
Addresses aspect ratios, resolution and frame
rates and includes how the sound and video are
encoded and transmitted
105. HFTP
Managing Technology
Section Four
HR / Time and Attendance
General Management
System Strategies
System Analysis and Selection
106. HFTP
HRIS Systems
Personnel & Benefits Administration
Business Expense Tracking
Vacation days earned
I-9 Information
Family Medical Leave Act
(FMLA) Tracking
Organizational Information
107. HFTP
HR Concepts
Personnel & Benefits Administration
Equal Employment Opportunity (EEO)
Provides opportunities for employees and
applicants without regard to Race,
Religion, Pregnancy, Veteran Status
Bereavement Leave
employee benefit used to grant excused
time away from the workplace to attend a
funeral
108. HFTP
HR Concepts
Personnel & Benefits Administration
Computer Usage & Security Policy
Should be in place and understood by ALL to safeguard
both the company and the employee
Family Medical Leave Act (FMLA)
A federal law that allows an individual up to 12 weeks
leave based on medical necessity for self, child, spouse
or parents
Employers with 50 or more employees
E-Mail & Internet Usage Policy
All Electronic mail messages are the property of the
company
109. HFTP
General Management
Executive Information Systems (EIS)
Provide an overview and report statistics on
Rooms, Payroll and Financial Data within your
property
Lifting
never twist at the waist rather than using your
feet to change direction
Slide load as close to your body as you can
Get help if too heavy or bulky
Raise yourself using leg and hip muscles
Slightly bend your knees
110. HFTP
General Management
Human Resources
As a Technology manager, your first priority is
to ensure the safety and security of your
employees in the workplace
Fire and Safety
Upon detecting a fire
Call 911
Remove yourself and others from harm’s way
Notify your leaders
Print an in-house guest list by room number (for
EMS services to use)
111. HFTP
Asset Management
Manage total cost of ownership
(TCO) and life cycle
Mandate employees use
company owned equipment
Track location of assets
113. HFTP
Networks / Security
Peer to Peer / Client Server
Peer to Peer share equally the processing
Multiprocessors
Security Controls
The IT security plan should be designed and
implemented by the systems manager not
the security department, GM, or risk
manager
Disaster Plan
Should include prevention, evacuation
and recovery
114. HFTP
System Decision Factors
Application Functionality
System Reliability
Vendor Service/Support
System Performance
Ease of Operation
Vendor Reputation / References
Communications Capabilities
Software Flexibility
Price/Total System Cost
115. HFTP
1. Put together a “Systems Team”
People from different areas of the
operation
Everyone has the potential
to provide important input
Include representatives from
management, kitchen operations,
service, and accounting
116. HFTP
2. Analyze Current Information Needs
Create a profile of your operation
outlines the needs of the operation for the
vendors
Meeting users needs is critical when purchasing a
new computer system
Put together a “wish list”
Include absolutely necessary
and “nice to have”
Attributes will become the
“frame of reference”
117. HFTP
3. Collect Sales Information
Contact system vendors
Request sales information
Obtain vendor information from local, or
national organizations or publications
Visit trade shows like…
118. HFTP
4. Establish System Requirements
Use the list of attributes from step 2
Add the optimum configuration
For example in a restaurant
How many terminals and printers will be
necessary
What types of terminals (touch screen,
keyboard interface, etc.)
What type of network you would like to
implement
119. HFTP
5. Write an RFP
Request for Proposals
Create a Property Profile
Describe the selection process
and its parameters
List your system requirements
Don’t allow vendors to use their own bid format
Obtain Vendor Information
Request Program Documentation
List System and Service Costs
Request estimation of hidden, indirect, direct but
not opportunity costs
120. HFTP
Request for Proposals
Whose systems meet your needs?
RFP’s should include:
Property/Company Materials (describe your
business)
Bidding Requirements
Computer Application Requirements
Should NOT include financial statements
121. HFTP
6. Evaluate Vendor Responses
Establish criteria and a scoring system
Have each member of the project team
evaluate each proposal
Combine the results and narrow the
field to 2 or 3 vendors
Respond to all vendors relaying their
status in the selection process following
the results of the evaluation of vendor
responses
122. HFTP
7. Visit “Live” Sites
Schedule a site visit to one or more
sites that are using the system in
question.
Take along a list of questions to ask the
operator regarding the system and the
vendor’s performance.
It is hard to forget a bad experience, or
stop talking about a good one.
123. HFTP
8. Conduct Scripted Demonstrations
Allows you to see exactly what you want rather
than what the sales person wants you to see.
Prevents unfocused demonstrations of neat system
tricks
Provide the vendor with your menu, or a sample
of your menu.
Construct a series of transactions that you would
like to see, highlighting those transactions that
are frequent and particular to your operation.
Maintain control of the demo
124. HFTP
Support
Does software support include
upgrades? If not, what is the charge?
What are the hours of the support help-
line (nights and weekends)?
How is support time billed? How are
fractions of hours billed?
Is there an additional charge for
support that requires a site visit? What
is the charge?
125. HFTP
Installation Factors
Training System
Site Preparation Conversion
Documentation
Design of Printed
Materials Contingency
Planning
Initial entry of Vendor Support
database
Acceptance
elements Testing
126. HFTP
Definitions
Strategic Planning
following levels of decision-
making, supported by a management
information system, involves future-
oriented goals and objectives of an
organization
Operator’s Guide
computer system documentation serves as
training material oriented toward specific
application procedures
127. HFTP
Definitions
System Conversion
Process of switching from the current information
to the capabilities of a newly purchased
computerized system
Contingency Planning
Plans which are developed for possible operations
where the planning factors (eg scope, forces,
destination, risks, area of responsibility etc) have
been identified or can be assumed.
is NOT one of the Fundamental areas of
acceptance testing of a new computer system
128. HFTP
Keys to a Successful Purchase
Organize, Organize, Organize
Avoid being rushed
Maintain control of the process
Never pay until product is ACCEPTED
Acceptance testing includes – system
integrity, hardware and
software efficiency but
NOT contingency
planning