CHTP REVIEW: Managing Technology

Cihan Cobanoglu, Ph.D., CHTP Professor & DeanUniversity of South Florida Sarasota-ManateeJuly 28, 2011

HFTPWhat To Expect

Multiple Choice and True/False

4 Sections

250 – Choose most correct answer

75% Passing grade in each section

HFTPReview Topics

General Technology: Network Administration Emerging Technologies Telecom System Architecture

Targeted Technology: Facilities Club Applications Resort / Spa Marketing / Web Applications

Hotel Technology: Accounting / Payroll / HR Food and Beverage Lodging Applications

Managing Technology: Time and Attendance Systems General Management System Strategies System Analysis and Selection

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HRIS SystemsPersonnel & Benefits Administration Business Expense Tracking Vacation days earned I-9 Information Family Medical Leave Act

(FMLA) Tracking Organizational Information

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HFTPHR 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

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HFTPHR 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

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HFTPGeneral Management

Executive Information Systems (EIS) Provide an overview and report statistics on

Rooms, Payroll and Financial Data within your property

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General Management

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

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HFTPGeneral 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)

HFTPAsset Management Manage total cost of ownership

(TCO) and life cycle

Mandate employees use company owned equipment

Track location of assets

HFTPCost of Ownership

Software Costs

Help Desk / Support Functions

Training

HFTPNetworks / 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

HFTPSystem 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

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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

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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”

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3. Collect Sales Information Contact system vendors Request sales information Obtain vendor information from local, or

national organizations or publications Visit trade shows like…

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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

HFTP5. 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

HFTPRequest 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

HFTP6. 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

HFTP7. 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.

HFTP8. 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

HFTPSupport

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?

HFTPInstallation Factors

Training Site Preparation Design of Printed

Materials Initial entry of

database elements

System Conversion Documentation Contingency

Planning Vendor Support Acceptance

Testing

HFTPDefinitions

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

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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

HFTPKeys 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

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Questions

HFTPReview Materials

CHTP Study Guide Volumes I & II

How Networks Work

The Essential Guide to Internet Business Technology

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Good Luck!cihan@cihan.org