Propose An Information Systems Structure For The New Airline
Propose an information systems structure for the new airline in terms of people resources, hardware/software/data/network resources.
Propose an information systems structure for the new airline in terms of people resources, hardware/software/data/network resources. Should include a thorough and clear discussion of how a particular IS supports each business process and how each fits into the airline's overall strategy. An appropriate number of Critical Success Factors (usually 3-5 per process) for the IS-supported business process should be clearly articulated and tied to the specific IS. You may list business processes and supporting information resources in table format. Describe what type of e-business and/or e-commerce systems you propose for the project and why you have selected these particular technologies, and what role they will play in supporting your business goals and objectives.
Paper For Above instruction
The successful launch of a new, small local tourism airline such as "Local Air" demands a comprehensive and strategically aligned information systems (IS) infrastructure. This infrastructure encompasses human resources, hardware, software, data management, and network resources, all designed to support core business processes and facilitate the airline's strategic objectives. An effective IS structure ensures operational efficiency, excellent customer service, regulatory compliance, and scalable growth, all pivotal for establishing a competitive presence in the regional airline industry.
People Resources
People are central to the operation of Local Air’s information systems. The airline requires skilled personnel including IT specialists, system administrators, customer service representatives, sales and marketing personnel, and operational staff such as flight crews and ground support. For IS success, training programs should focus on customer management systems, reservation platforms, and cybersecurity awareness. Additionally, fostering a culture of innovation and continuous learning is critical for leveraging new technologies effectively. Adequately trained staff ensures seamless interaction with systems, enabling swift problem resolution and improved customer experiences.
Hardware Resources
The hardware backbone of Local Air includes servers, personal computers, mobile devices, and specialized hardware such as point-of-sale (POS) terminals and in-flight entertainment systems. Cloud computing services are recommended to provide scalable, reliable, and cost-effective data storage and processing capabilities. Data centers equipped with redundancy measures support 24/7 operational availability, critical for airline functions such as reservations, ticketing, and flight management. The hardware setup must also incorporate cybersecurity measures such as firewalls and intrusion detection systems to safeguard sensitive passenger and operational data.
Software Resources
Key software components include reservations management systems, revenue management software, customer relationship management (CRM), and enterprise resource planning (ERP). An integrated Passenger Service System (PSS) facilitates reservation, ticketing, check-in, and loyalty programs, supporting seamless customer experience and operational efficiencies. Android and iOS-based mobile apps improve customer engagement, enabling online booking and real-time flight updates. Business analytics software supports data-driven decision-making, optimizing flight scheduling and revenue management.
Data Resources
Data management includes passenger information, flight schedules, crew details, maintenance records, and financial transactions. Implementing a centralized data warehouse enables efficient data analytics and reporting. Ensuring data integrity, security, and compliance with regulations like GDPR and aviation standards is paramount. Proper data governance policies and encryption methods protect sensitive information and support effective crisis management and operational planning.
Network Resources
Robust and secure network infrastructure links all hardware resources. Implementing Virtual Private Networks (VPNs), secure Wi-Fi, and LTE/5G connectivity ensures reliable communication between aircraft, ground operations, and central data centers. Cloud-based services and content delivery networks (CDNs) can provide scalable internet access and data dissemination. Network security protocols, including SSL/TLS encryption, protect data exchanged across these channels, preventing cybersecurity attacks.
Supporting Business Processes and Strategic Fit
| Business Process | Supporting IS | Critical Success Factors (CSFs) | Strategic Fit |
|---|---|---|---|
| Reservation & Ticketing | Passenger Service System (PSS), CRM | Real-time booking, seamless payment processing, customer data accuracy, system uptime, user-friendly interface | Enhances customer experience, increases booking efficiency |
| Flight Operations & Scheduling | Flight management system, crew scheduling software | Accurate scheduling, real-time updates, integration with weather data, crew availability, compliance with safety regulations | Ensures on-time performance and safety compliance |
| Revenue Management | Yield management software, analytics tools | Dynamic pricing, demand forecasting, data accuracy, system responsiveness, competitive pricing | Maximizes profitability through optimized pricing strategies |
| Customer Service & Loyalty | CRM, mobile apps, loyalty program systems | Personalized communications, loyalty tracking, quick problem resolution, multi-channel support, feedback collection | Builds customer loyalty and retention |
| In-flight & Ground Support | Maintenance tracking systems, communication networks | Timely maintenance, real-time diagnostics, reliable communication, regulatory compliance, safety records | Maintains operational safety and efficiency |
Proposed E-business and E-commerce Systems
For Local Air, the deployment of integrated e-business and e-commerce systems is essential. An online booking platform, complemented by mobile applications, will serve as primary channels for reservations, ticketing, and customer engagement. Stakeholders, including passengers and travel agents, will access these platforms via secure web portals that leverage HTML5, CSS, and JavaScript technologies to ensure responsiveness and usability. Furthermore, incorporating payment gateways such as PayPal, Stripe, and regional banking systems will facilitate secure transactions, increasing customer trust.
The adoption of a cloud-based Customer Relationship Management (CRM) system will enable personalized marketing, service customization, and loyalty program management. Cloud CRM solutions such as Salesforce or HubSpot provide scalability and integrate seamlessly with other systems, thereby supporting marketing campaigns, customer interactions, and analytics. Additionally, implementing a robust Flight Management System (FMS) with real-time tracking and scheduling capabilities improves operational efficiency and safety.
E-commerce systems supporting ancillary services like baggage tracking, in-flight purchases, and car rentals further diversify revenue streams. The integration of these platforms with the core reservation system enhances data sharing and operational coordination. Security measures, including SSL encryption and compliance with Payment Card Industry Data Security Standard (PCI DSS), are imperative to protect customer payment information.
Conclusion
The information systems architecture for Local Air must be carefully designed to support operational excellence, superior customer experience, and strategic growth. Human resources must be skilled and well-trained; hardware and network infrastructure should be scalable and secure; software solutions must be integrated and aligned with business processes; and data governance should uphold security and compliance standards. The deployment of comprehensive e-business and e-commerce platforms will enable the airline to reach and serve customers effectively and efficiently while supporting strategic goals such as profitability, customer loyalty, and regulatory compliance.
References
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