Stonebrook Resort Guest Survey Process Business Case

Final Assignment
Stonebrook Resort Guest
Survey Process
Business Case

By: Iris Barrios

User Acceptance Criteria

Description of the Solution
The proposed solution have two parts:
•

Web based survey software
Using this software you will have the possibility to have your guests opinion about your
service by sending them e-mail invitation to answer your satisfaction survey andthey
would access to it by using an Internet browser, therefor you will have all the
information about it in an electronic format, and you will forget about the storage of
paper survey.
You also will have access to the survey software by using an Internet browser and you
will be able to create, make changes to your survey questions, define the types of
reports, their frequency, export them ona Windows office program, so you could store
them in your computers, and put these information available to the personnel who
would need them.
The components for this part of the solution are:
Resort personnel.- That is going to be designated by the General Management.
According to the roles that these staff will develop around the process of
satisfaction surveys, will be given differentlevels of authorization to interact with the
survey software.
Survey Software.- This web based survey software will not require the instalation
of an additional software or hardware, you will be able to create unlimited surveys,
unlimited questions, have unlimited responses and a complete set of advances
tools for conducting online reseach. All data is protected utilizing the highest level ofinternet security standards. You will have to make monthly payments that give you
access to the service of the survey software and you can cancel your account
whanever you want.
Guest.- That is the provider of the information that you are looking for to make
improvements on your processes and services in order to increase the number of
clients of your resort. This guest will be allow to enteranswers to your satisfaction
survey by using an internet browser.
Hardware-Computers.- You are going to need harware that could access to an
internet browser, If the personnel designated already have computers with internet
access then you will not need additional hardware.

•

Microsoft Outlook application
Using the Task application of the Microsoft Outlook you would be able to assigntasks
to specific personnel, tracking and controlling the progress of them in order to resolve
the issues identified in the satisfaction survey. This application will help you, having a
better communication between you and your team that is resolving issues, because
both will be able to enter percentage of tasks completion and observations related to
the task, so you could take action ifsomething is not going the way you need, and you
will have a better management of that tasks.
The components of this part of the solution are:

Resort personnel.- That is going to be designated by the General Management,
according to the roles that these staff will develop around the process of
satisfaction surveys.
Microsoft Outlook application.-This application is already intalled in yourcomputers.
Hardware-Computers.- If the personnel designated already have computers with
Microsoft Outlook application installed in their computers then you will not need
additional hardware.

Usage Scenarios
•

For Web based survey software:
Survey Data Collection
Authorized resort member sends massive e-mail to guests to invite them to answer
the satisfaction survey
Guest clicks the linkto the satisfaction survey that has received on an e-mail.
Guest answers the questions of the survey.
Guest finishes to answer the survey.
Guest receives a thank you e-mail from the resort for answering the satisfaction
survey.

Survey Data Analysis
Authorized resort member accesses to the survey software by entering his/her user
name and password.
Authorized resort member goes to the...