Analysis Of Fallon Home Maintenance Services: Information Systems And Human Activity System

Part 1: Analysis of Fallon Home Maintenance Services

The foremost determination of this paper is to improve the quality of Information System used in Fallon Home maintenance services. Citizens of South East Queensland gets the service of this organization. This home maintenance service organization provides huge number of maintenance services such as the rain water pipes, air condition service, electric services, plumbing services, gas fitter, hot water service and tv and data (Ahsan & Pedersen, 2018). The issues associated with the Information System which are faced by the stakeholders of Fallons will be solved with the help of this paper. There is a human activity system installed in Fallons which is about to be replaced by a new IS.

a. Information about the organization and locate relevant information about its strategy

Fallon’s home maintenance services began their journey in the name of Fallon Solutions in the year 1962 under Neil T Fallon. Variety of services are provided by the organization such as the repairing of the home based products and data cabling. This organization has a great reputation in the Australian city of South East Queensland. The service provided by this organization is very much professional as they focus mainly on the customer service engagement (Porter & Heppelmann, 2015). This organization provides many updated services as the needs and requirement of the clients of this organization keeps on changing with time. One of the new modules of this organization is the pay tv installation. Neil T Fallon hanged up his boots in the year 2005. The trade services provided by this business organization is reliable.

How it competes in the market place, and its operations

[The strategies adopted by this organization help them to cope up with the market competencies. The high service standards of this organization is one of the main reasons behind its good market reputation over the years]

They hugely consider the valuation of time considering their clients. Their market competencies are maintained with the help of their well-trained efficient staff. Customer convenience is maintained by this organization as they call their customers before arriving and after their services also. Super responsive official portal helps the clients to understand the detailed functionalities of this organization. The human activity system which is installed in their premises also helps this organization to optimize each of their tasks (Carrasco et al., 2016). The operations of this organizations is very well structured and they provide free clean up services after the services is provided. Their operations were also supported by a guarantee card. The customer service and sales support of this organization. The operations of this organization is hugely dependent on its competitive strategies which includes the focus strategy which focuses on the niche customer. Customer Differentiation is the other type of operational strategy adopted by this organization which considers the prices of the services provided by the rival organizations. The services and the prices are selected in such a way that it is very much beneficial for the organization (Rizzo et al., 2015). The other type of operational strategy adopted by this organization is the cost leadership which provides them a competitive advantage of the other types of similar organization.

a. Information about the organization and locate relevant information about its strategy

b. Organizational form of the organization using Mintzberg’s classification

[Mintzberg’s classification is used in the evaluating the organizational form of this organization.  The issues and challenges associated with this organization is minimized with the help of this classification (Yang et al., 2015). The different suitability conditions and the business conditions. The organizational structure of this organization is very much helpful for the organization. Machines which are used in the organization is also subjected to follow few protocols as those protocols help the organization to deal with the issues associated with the IS. Professionalism which is followed in this organization is also helpful for the growth of this organization (Chu & Guo, 2015). The divisional structure maintained in this organization help them to manage each division of their departments. Innovative strategies and technologies help this business organization to meet the challenges associated with this organization. The decision making of this organization is always decentralized so the there are no issues in the leadership qualities

This type of classification helps this organization to deal with all the issues and challenges of the organization (Kumar, 2015). The uncertainties associated with the business is solved purposefully with the help of this organizational structure. The facets of the work are reduced with the help of this classification. The professionalism is maintained with the help of the discussed organizational strategies adopted by this organization (Iung & Levrat, 2014). The organization has been following this classification for a longer period of time and the effectiveness of this classification can be seen the overall productivity. Technically skilled professional can be identified so that they can be assigned new roles to them so that better productivity can be yielded.]

c. Value chain analysis of Fallon Home maintenance services using Porter’s Value Chain Model

[The organization which gets benefitted with the help of this organization are the retail outlets, medical practitioners, outlets of the whole sellers, real estate agencies, facility department of the management companies, clubs, architects, gym, school, service stations, project managers, trade service providers (Lesjak et al., 2015). The some of the subsidiary customers of this organization are 99 bikes, Alzheimer’s Australia, Moreton Bay, Harcourt’s, Ausenco, APN funds management, Blue care, BlueScope, Brazilian beauty, Brisbane Transit, Brook water country club, Centacare, Defense housing Australia, Domino’s Pizza and West field

Porters value chain model is used for analyzing the activities of this organization. All the stakeholders of this organizations will be considered while analyzing this home maintenance organization. The porters value chain considering Fallon’s home maintenance services includes activities such as the human resources, infrastructural activities, technological activities, maintenance activities, operational activities, sales and marketing activities and the supporting activities of this organization are like HR activities and service activities (Deradjat & Minshall, 2017). The inbound logistics and the out bound logistics are the primary activities of the value chain model along with the sales and marketing and the secondary activities which are also very much important for this organization as they help them to provide better services to the clients.]

b. Organizational form of the organization using Mintzberg’s classification

Figure-1 (Porter’s value chain considering Fallon’s home maintenance services)

d. Analysis of the competitive strategy of Fallon’s home maintenance services using Porter’s competitive forces model

[The competitive strategy adopted by this organization is very much efficient for the growth and development of this business organization. The strategies include the traditional promotion techniques for the identification of the potential clients. The contractors used in this business are given special allowances so that this business corporation can work on collaborations for a longer period of time. Exceptional standards are maintained in this organization considering all the internal and external stakeholders (Dharani et al., 2018). This organization hugely promotes digital promotions by the creation of new categories for clarity issues. Multiple projects are handled with the help of the human activity system of this organization. Newsletter is used by this organization for different credibility purposes. The competitive strategies which are adopted by this organization helps the organization to deal with many critical issues.

From the above discussed competitive strategies it can be concluded that the strategies which are incorporated in this business organization are very much suited for this business (Weiss, 2014). However, it can be said that the there are plenty of scopes of improvement in the competitive strategies. Concepts like content marketing could have been more useful for this corporation. Local SEO can be the other alternative marketing purpose of this business organization. The value creation approach of this business is very much admirable, along with that the sustainability solutions were very much effective before issues stated arising in the human activity system (Chung, Ellis-Hill & Coleman, 2017). It can also be concluded that the issues and challenges associated with the information system installed in this organization which is the human activity system should be solved purposefully so that the organization can cope up with the present and the future challenges.]

Force	Magnitude	Explanation
Bargain power of suppliers	High	The ever changing market conditions are the reason behind the high bargain power of the suppliers.
Bargaining power of customer	Medium	The level of satisfaction determines the magnitude of the bargain power of clients of this organization.
Threat of new entrance	Low	There are very few organizations in South East Queensland which serves the same service as this company.
Threat of substitution	Low	There are very low chances of substitution threat coming from the other rival organizations.
Rivalry	Low	This business organization faces minimal threats coming from the rival organizations (Wiegmann & Shappell, 2017).

a. Identification of existing Human Activity System and the issues associated with it

[The human activity system which is installed in Fallon’s home maintenance services has few issues related to it, but at the same time it can be said this information system was very purposeful for this organization. The real world activities of this organization were managed with the human activity system. This conceptual system helps in the management of the workers of this organization as well as the clients of this organization (Eskerod & Jepsen, 2016). The business objectives of this organization is handled with the help of this system. Customer service module of the human activity system is having an issue for several months which is considered in this assignment. A new information system should be incorporated in to the business environment of this corporation

c. Value chain analysis of Fallon Home maintenance services using Porter’s Value Chain Model

Internal stakeholders: The internal stakeholders associated with this organization includes the services personal who are given orders from the management teams to serve the clients, the staffs who are in the back ground services are one of the most important internal stakeholders of this organization, managers and the shareholders who are responsible for the growth of the organization, board of directors and investors who looks after the productivity issues of this organization.

External stakeholders: The external stakeholders of this organization are the clients who are actively getting the services provided by the company, supplier of the raw materials, credit who provides funding to the company and the intermediaries such as the marketing channels which links between the organization and the clients (Sefen et al. ,2016).]

b. The identified issues and concerns of the stakeholders

[The issues associated with the stakeholders considering the problematic system are as followings]

Issues: Customer service associated with the human activity system.

Concerns: The customer service department is one of the most important characteristic feature of this business organization as the feedback platform associated with the human activity systems were very much useful for verifying the effectiveness of the service provided by this organization (Gregory, 2016). The customer service department of the information system is associated with other departments also, so all other departments are also compromised due to the issues of the customer service department (Kortmann & Piller, 2016). The other departments which are impacted due to the issues in the customer service are the supply chain management, customer relationship management and operational management.

Figure-2: Rich Picture of the current problem in the existing HAS3.3

c: Process model using BPMN notation for the process of existing HAS

[The conceptual model of the existing HAS in the marketing of Fallon’s home maintenance services are as follows:]

Figure-3 (Process model of the existing HAS using BPMn)

d: Description of the areas where existing HAS is not successful using DeLone-McLean Model of Information System Success

Figure-4 (DeLone-McLean Model of Information System of existing HAS)

[Customer Service module of the human activity system is the most important issue associated with the information system of this business organization. This is one of the most important area of this business organization as the present and the future of this organization is heavily dependent on the human activity system.   The human activity system which is integrated into the business organization have other issues as well which is the area of service quality and user satisfaction which is also directly associated with the overall business of this organization. The human activity system which has significant number of issues associated with it should be updated only in the lean season so that minimum number of people can be impacted by it (Hassanain et al., 2015). Quality of services provided by the organization will be modified hugely with the help of the new human activity system which will minimize all the issues associated with the older one. The bad experience of the end users are the main reasons why the management of this organization wanted to replace the existing human activity system. The management of the long waiting time for getting the services of this business organization is other type of challenges associated with the existing human activity system installed in the Fallon’s home maintenance services. It can be understood that there are lots of issues associated with the existing human activity system of this organization which are needed to be changed. The market reputation of this organization can be maintained with the help of a new interactive human activity system. User satisfaction of this business organization is measured in terms of repeated calls from the same clients and a strong business relation with the clients over the years.]

e. Description of the measures of success (efficiency, efficacy and effectiveness) for the identified existing HAS

d. Competitive strategy of Fallon Home Maintenance Services

[All the different types of resources of this business organization needs to be utilized efficiently with the help of the human activity system which is already there in the business process. Efficiency of this business can be identified with the help of the overall profit of this organization in a calendar year.  The current human activity system which is integrated in to working environment of this corporation was very efficient in the initial stages but its facilities are not up to the mark now. The existing information system efficacious as the clients can still get hold of all the different types of services which are provided by this company (Emmanouilidis et al., 2018). At the same time, it can be also said that many of the regular clients of this organization have been sending many negative reviews about the efficiency of the hospital which is going down very slowly according to them. Like every other business organization this business organization also focuses on the important of customer satisfaction which is one of the most important reasons why the existing HAS should be replaced. The higher level of customer satisfaction can be achieved with the help of the new human activity system as it will not be having the same complexities faced by the existing human activity system.

The existing human activity system is very much effective in nature and is providing a blockage for the employees of the organization to fulfill their personal as well as their organizational objectives (Lawrence & Weber, 2014). The validity of the discussion can be understood from the negative feedbacks which the organization is getting on their portals]

[The newly integrated human activity system will be having a human activity recognition mode which can monitor all the activities of the stakeholders of this business organizations. The long delayed services which was a huge customer service issue can be minimized with the help of the new specifications of the HAS (Choi & Yi, 2016). The management authorities can immediately arrange backup options which might help to improve the level of customer satisfaction. The new HAS will be having sensors attached with the smart phones of the delivery personnel’s. This new HAS will be successfully adding value to the existing business of this organization.]

Stakeholders	Role in the new HAS
End users	They are the primary users of the new IS, the mission and vision of the business depends upon the impact of the new IS on the end users.
Service Providers	The back end service providers will need to work harder to get used to this new IS and the door to door service providers are also expected to work professional with the help of this IS.
Suppliers of raw materials	The quality of product can be understood based upon the review of the clients. The sensors which is the new specification of the HAS will be there in the smart phones of the suppliers of the raw materials also.
Management authority	The investors of the new HAS should be monitoring the effectiveness of the system.

b. Description of data and information of the new system

[The data and information obtained from the information system will be helping both the internal and the external stakeholders of the organization. The decision making will be significantly improved with the help of the new IS. The customer service will be improved with the help of the new system. The data will be considering different aspects of the organization such as the financial charts, marketing details of the business, inventory and the manufactory table (Boutilier, 2017). The generated data will be helpful in the identification of the problems associated with this business organization. The different types of knowledge that the new IOS will create are procedural knowledge, explicit knowledge, tacit knowledge, domain knowledge and generic knowledge]

Knowledge	Impact on decision making
Explicit knowledge	Decision making can be easier for similar tasks as the tasks are stored safely with the help of the explicit knowledge. The older business information’s are readily accessible with the use of this knowledge.
Procedural knowledge	Decision making regarding the managing of the order details will be easier with the help of this knowledge
Domain and generic knowledge	The back end users of the IS and the employees which works in the branches of this organization uses this knowledge for their daily tasks. Specific areas are considered in this type of knowledge.
Organizational knowledge	Clear indications are common for all the stakeholders of this business.

c. Process model using BPMN notation for the new information system

Part 2: Analysis of a problematic human activity system within Fallon Home Maintenance Services

Figure-5 (Process model of the proposed HAS using BPMn)

d: Classification of the new information system

Front end information system	It includes the suppliers, managers and the customers (Yawar & Seuring, 2017).
Back end information system	It includes the par rates and details of the taxes which are given to the company by the clients after the service is provided
Customer facing information system	It considers the management of the inventory and the processing of the online orders (Blok, Hoffmans & Wubben, 2015)
Supplier facing information systems	The inbound logistics of this organization falls under this category.

e. Description of the dimensions of impact of proposed new information system

Stakeholders	Positive impact	Negative impact
Clients	Better services will be provided to the clients with the help of the new IS.	There will be no negative impact on the clients due to the incorporation of the new IS.
Suppliers of raw materials	Their quality of service can be evaluated (Sia et al., 2018).	They need to get used to the new IS.
Door to door service providers	They can help the company to grow as they are the main aspects of this business.	They need to  have enough knowledge about the working principles of the new IS.
Backend service providers	The back end calculations can be more easier and accurate which is an added advantage for this corporation.	They need to  have enough knowledge about the working principles of the new IS (Bendell, 2017).
Management authority	Better service will mean that the business will grow which will be financially beneficial to the management authority.	There will be no negative impact on the management authority due to the incorporation of the new IS.

f: Description of the measures of success (efficiency, efficacy and effectiveness) for the proposed new information

[Efficiency: Efficiency of the new IS can be maintained with the help of the efficient management of all the available resources of this organization, the level of customer satisfaction can be improved with the help of the new IS (Ansari, Fathi & Seidenberg, 2016).

Efficacy: The objectives of the clients and the staffs should be fulfilled to a huge extent so that growth and development of the stakeholders can be achieved.

Effectiveness: The effectiveness of the system will be determined by the end users after they get better services for a longer period of time]

[System failures can be a huge setback for this new HAS, so every stakeholder which will be associated with this new system should be properly trained so that the desired results can be obtained. Better services can be provided to the clients if the new IS can be used effectively. The following recommendations can be considered foe effective working of the IS:

• Effective training to the concerned employees
• The clients must be well aware of the new IS
• Sustainability aspects should be considered very strictly

I believe that the new IS should be effective compared to the existing HAS as the new specifications can yield great business to the management authorities. According to me productivity and the organizations goals can be achieved with the help of the new IS’s.I believe that the new system should be strictly based on the company guidelines and must follow all the protocol of this organization.]

Conclusion

From the above paper it can be concluded that the Mallon’s home maintenance service needs a new IS which can help them to meet the ever changing needs and requirements of the clients. The existing service can be improved with the help of the new proposed IS.

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