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Use of electronic bed alarms in a hospital setting can result in fewer falls
Technology Project Proposal–Topic: Use of electronic bed alarms in a hospital setting can result in fewer falls
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Introduction
Background of the problem
Dramatic changes in the healthcare environment call for nurses to implement revolutionary changes. The health care industry is the most sensitive sector because it deals with saving lives of human beings. The industry currently faces many challenges due to evolving health problems, which lack adequate facilities and knowledgeable medical providers to offer the necessary solution. Nursing informatics forms one of the key areas of health care that need a thorough advancement. Effective application of nursing informatics supports safe and quality patient care. Physicians must utilize modern technologies now and in the future for quality improvement, effectiveness and teamwork (Batalden, & Kerrigan, 2010). Study shows that patients’ falls from hospital beds leads to more injuries and complications. In order to prevent falls from hospital beds, the following proposal aims at introducing electronic bed alarms technology.
Falls among hospitalized patients are very common and cause a serious threat to patient’s safety. Most hospitals report daily incidences of accidental falls that result into more complications an increased hospital stays. More than 25 percent of falls in hospitalized patients causes minor injuries while about 2 percent leads to fractures. In addition, accidental falls lead to substantial costs like increased hospital bills because of extended stay as the patient receives more care. The issue became a major concern to most healthcare bodies especially the Centres for Medicare and Medicaid Services. A number of falls in hospitalized patients occur in patient rooms. A patient may fall from a bed, toilet, or chair especially when the patient is weak and lacks adequate assistance (Shorr, Chandler, and Miller, 2012). The following paper concentrates on falls from beds. Implementation of bed-alarm technology would help reduce these cases and overall cost of healthcare.
Context for the problem
Accidental falls in hospitals not only affect patients but also health care providers and hospitals. The problem is faced as ignorance from hospital healthcare providers who care less about the well-being of patients. Centres for Medicare and Medicaid (CMS) received many cases of patient falls in hospitals and claimed that the mistake would be prevented if more care is taken. Since October 1, 2008 CMS eliminated additional costs related to eight preventable hospital-related injuries. The new payment rule aimed at improving quality of care and provides nurses with a better tool for altering their economic relationships with healthcare centres. In addition, beginning October 2008, the US-government came up with social insurance programme that covered health expenses for people aged 65 and over (Kurtzman & Buerhaus, 2008). In addition, hospitals never received money meant for errors associated with accidental falls. Medical errors account for more than 90, 000 deaths a year in US. The issue made Medicaid blame hospital management for reluctances.
The hospital administration filed a complaint claiming that many accidents occur without their knowledge. In addition, most health care centres are understaffed leading to one nurse caring for more than 30 patients. Most nurses argue that they always conduct frequent checkups on patients, but sometimes a patient may develop a bad bedsore and fall in an attempt to leave the bed before the nurse arrives. Holding salaries for nurses who fall victims of this problem leads to more problems than solutions. A nurse risks $5, 000 when a patient falls while on duty. For instance, failing to pat nurses for non-preventable problems reduces access to patients in need and causes poor productivity. Bed-ridden patients, especially obese patients, also suffer the risks of being turned away an instance that may cause ulcers (World Health Organization, 2009). Presence of a bed-alarm system capable of notifying nurses whenever a patient wants to leave the bed would help minimize these problems.
Introduction to the proposed technology-300
Background of the technology
Clinical alarms are of many natures, and their main function is to alert caregivers and hospital staff of any medical information, emergency, or any other help a patient needs. The electronic bed alarm technology is a system that helps in alerting healthcare providers, like nurses, whenever a patient wants to leave the hospital bed. The system was proposed in order to minimize the number of accidental bed falls in hospitals.
The alarm consists of two weight-sensitive sensor pads that are applied the bed of the patient. The alarm functions through electric contacts. When a patient lifts his upper body part in an attempt to leave the bed, the contact is broken with the alarm sensor pad. Each bed alarm is connected to a computer at the nurses’ station. The alarm sounds at the same time indicating the bed number of the patient at the computer screen. The pad is placed in the area between the bottoms and the shoulder blades of the victim lies. When placed at the higher side of the bed, which is in the shoulder blades, the alarm alert gives a caretaker more response time to get to the patient before exiting the bed. Moreover, sensing intervals could be increased from 5 to 10 seconds on bed pressure pad in order to reduce unwanted alarms, for example, when the patient turns.
Figure 1 shows a bed alarm system when a patient occupying bed no. 2 wants to exit the bed. The red button on the computer screen notifies the nurse on duty the specific bed.
Figure 1: A representation of an electronic bed-alarm technology
Context of the technology
The electronic bed-alarm technology would be the most appropriate in minimizing accidental falls among patients in hospitals. The technology may also have some challenges in its operation. The previously installed bed alarms were not very effective because some could not sense when the patient wants to exit the bed. In addition, before the introduction of the computer technology caregivers used to move into the room and locate the exact bed where the alarm originates. In a case when two or more patients raise an alarm, caregivers had hard moments figuring out the exact bed. Excessive alarms cause disturbance to caregivers and affect the patient safety by distracting nurses from conducting other medical tasks. In addition, false alarms create a negative attitude towards nurses. Caregivers reach a situation where they assume even true alarms (ECRI Institute, 2008).
The proposed technology takes care of some of these problems. Firstly, each bed is given a delayed sensitivity of about 5 seconds to take care of false alarms. Secondly, the new system consists of effective electrocardiogram electrode system that helps prevent false alarms. Secondly, the new system is computerized. The alarm has no potential of affecting patients in their rooms because the alarm makes a notifying sound in the nurses’ station. In addition, computers help nurses identify the exact bed.
Quality impacts of the new technology
Technology plays a vital part in ensuring the safety of patients today. Nursing informatics addresses thousands of patient safety issues experienced in healthcare centres across the world. A patient safety survey conducted by Health Information Management and Systems Society (HIMSS) indicated that nurses with information technology knowledge helps in improving the quality if health care in their organizations. In addition, introduction of new technologies in the health care sector help in improving the quality of care and patient well-being (Birz, 2014). The electronic bed alarm technology would create many impacts to the health care industry if correctly implemented. Injuries from accidental falls contribute to more than 30 percent of patient hospitalization in United States. The problem poses a great challenge to patients, health care providers and the government because of the high costs of care associated with fall injuries. A system that senses when a patient wants to exit the bed would drastically minimize these incidences in hospital rooms.
The new technology also improves the quality of care and patient outcome because nurses will engage in other important activities. The system will notify nurses in the nurses’ station of any attempted movement in the patient’s room. One or two nurses can take care of the patient’s movements while others engage in other healthcare practices.
Stakeholders
The implementation of the new technology requires contribution from a number of stakeholders.
Hospital management (primary stakeholders)
The hospital management that consists of managing director, senior doctors, human resources manager, and other departmental managers help in the daily operation of the hospital. These individuals must be notified of the new technology in order to approve its implementation. In order to prove the suitability of the project, a pilot project will be done that implements the new technology. The results from the pilot project will help in proving the reliability of the new technology.
The government (primary stakeholders)
The government represented by healthcare officers from the ministry of health should take part in the project implementation. Government officials help in testing the suitability of the new technology to the healthcare system and its potential harms. The implementation process kicks off after the government approves the project.
Technical department (secondary stakeholders)
The technical department should be involved in the new technology proposal in order to contribute on the modifications that help the system function to its full capacity. In addition, the technical department team will play a significant role in educating the staff on how the new technology works and its benefits over the other systems.
Nurse assistants
Nursing assistants are the people involved in day-to-day assistance of patients in various duties such as feeding, washing, changing clothes, and answering calls of nature. Nurse assistants should be part of this new technology in order to educate them on how to respond to alarms.
Evaluation plan for the technology
The evaluation process will test the relationship between the real project impacts and the proposed outcomes. A formative evaluation process will be conducted on this project in order to improve areas that present challenges during the implementation process. The evaluation process involves data collection and analysis. The project team will employ five research assistants who will collect relevant data from hospitals where the project will be implemented. The new technology will be evaluated on the basis of effectiveness and impact to the health care sector.
Effectiveness evaluation measures the extent to which the proposed project achieves the expected goals. The research will be conducted on patients whose beds are fitted with alarms and others whose beds do not have alarms. Patients should be diagnosed with a similar problem. The number of accidental falls recorded on both cases will be determined and evaluated to determine the percentage decrease. The impact of the project will be analysed through interviews and questionnaires directed to clinical assistants, hospital management and government health officials. The stakeholders will be asked to comment on the impact of the new technology to the quality of health care services.
Conclusion
Technology continues to be the backbone of all developments in the world. Organizations should embrace the modern technology in order to promote growth and get a chance to compete in a diverse business environment. Professionals in the area of nursing and technology should work together in applying technology and management tools that support safe processes of care building (Daniel and Oyetunde, 2013). The bed alarm technology takes many by surprise because of its contribution towards improving the quality of health and patient well-being. Implementation of this new technology in hospitals will minimize fall injuries by more than 50 percent and make nurses more productive in their operations.
References
Batalden, P. B., & Kerrigan, C. L. (2010). Lesson learned in changing healthcare: –and how
We learned from. Toronto: Longwoods Pub.
Birz, S. (2014). Nursing Informatics: Improving patient safety with technology. Retrieved
October 12, 2014 from
http://nursezone.com/nursing-news-events/devices-and-technology/Nursing-Informatics-Improving-Patient-Safety-with-Technology_24504.aspx
Daniel, O. G. & Oyetunde, M. O. (2013). Nursing informatics: A key to improving practice
In Nigeria. International Journal of Nursing and Midwifery, 5(5), 90-98.
ECRI Institute. (2008). Health risk control. Risk analysis critical care 5, 4, 1-19. Available at
https://www.ecri.org/Forms/Documents/Clinical_Alarms.pdf
Kurtzman, E. T., & Buerhaus, P. I. (2008). New Medicare payment rules: Danger or
Opportunity for nursing. AJN, American Journal of Nursing, 108(6), 30-35.
World Health Organization. (2009). When the patient falls out of bed, who pays? Bulletin of
The World Health Organization, 87(3), 169-170.
Shorr, I. R., Chandler, M. A., and Miller, S. T. (2012). Effects of an Intervention to Increase
Bed Alarm Use to Prevent Falls in Hospitalized Patients: A randomized trial. Ann
Intern Med 157(10), 692-699
New Retail online business idea
Technology products business
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Table of Contents
TOC o “1-3” h z u Introduction PAGEREF _Toc412273444 h 3Business aim and objectives PAGEREF _Toc412273445 h 3Aim/goal PAGEREF _Toc412273446 h 3Objectives PAGEREF _Toc412273447 h 3Products and services PAGEREF _Toc412273448 h 4Products PAGEREF _Toc412273449 h 4services PAGEREF _Toc412273450 h 4Marketing research and potential growth PAGEREF _Toc412273451 h 4Identification of potential customers PAGEREF _Toc412273452 h 4Identification of market trends PAGEREF _Toc412273453 h 5Competitor analysis PAGEREF _Toc412273454 h 5Innovative marketing strategies to be incorporated within a Marketing Plan PAGEREF _Toc412273455 h 6Business strategies that will be adopted PAGEREF _Toc412273456 h 7Financial feasibilities PAGEREF _Toc412273457 h 8Sources of finance PAGEREF _Toc412273458 h 8The relevant legal rules PAGEREF _Toc412273459 h 8Use of information and communication technology PAGEREF _Toc412273460 h 9Potential risks and ways to mitigate these risks for future expansion PAGEREF _Toc412273461 h 9Risks PAGEREF _Toc412273462 h 9Risk mitigation PAGEREF _Toc412273463 h 9References PAGEREF _Toc412273464 h 9Appendix PAGEREF _Toc412273465 h 11Financial viability analysis PAGEREF _Toc412273466 h 11
IntroductionTechnology products business is a new online retail business expected to deal specifically with the ordring and selling of information technology products. The business will have its headqurter based in the in the United Kingdom. This paper is business plan proposal that reports the feasibility and viability of this business amid other competitors.
Business aim and objectivesAim/goalThe aim of this business is to maximise profit by expanding the market to various countries and other parts of UK where other competitors have failed to take advantage of.
ObjectivesTechnology roducts business wil have to meet anumber of objectives in order to attain the above stated goal. Firstly is that the business plans to carry out extensive online advertisement to create an early awareness of anae upcoming technology retail business. Secondly is that the company plans to achieve the largest market share in both UK and other neighbouring countries through healthy competition with other competitors. Third is to conduct extensive market research in order to be well informed about the strength and weaknesses of the existing competitors. Forth is to ensure that the products and /or services are sold at subsidised prices to atract more customers. Next is to choose the most reliable and suitable suppliers to provide continuous sypply of products hence ensuring that the business does not run out of stock. The business will also carry out acomprehensive and detailed assessment of the market, operational,managerial and financial aspects of business since this is abettet way of knowing the viability of the business (Zikmund and babin, 2012).
Products and servicesProductsTechnology products business will deal with ordering and selling of mostly information technology products such as laptop computers, desktop computers, printers, and other computer spareparts for replacements. Different suppliers will be used to supply these products in order to meet client specification needs.
servicesThe business will use its agents to offer repair and maintenence sevices at no cost for the first one month of product purchase. This ill also help in attaracting more customers. The agents will conduct these repairs at considerably lower cost after one month has elapsed from the time of product purchase.
Marketing research and potential growthMarket research and the achievement of potential growth will be ensured through identification of potential customers and market trends. As part of the objective, the business also plans to know its potential customers for the purpose of knowing how to serve and maintain them. The market trends will also play an important role of providing information on when to order more or less products depending on the seasonal demand.
Identification of potential customers Goodman, 2012 cited in (Thomas et al., 2014) reports that new young companies have found business plan competitions to be an opportunity to reach out to potential customers and to build awareness. Therefore, through proper planning and creation of awareness, Technology products business will ensure that it captures the majority of its potential customers from the United Kingdom and especially from other countries which the business plans to penetrate into. In addition these potential customers will also be capture via online advertisement to be carried out within the business website.
Identification of market trendsThe business intends to observe the industry norms in anumber of aspects of digital business strategies for the purpose of conducting surveys that measure trends Different industries vary considerably in market trends and annual fluctuations in their strategic posture. The trends in industry level of information technology investments in terms of sales will be expected to differ depending on season and region where sales is carried out. The technology product business will thus have to assess all the likely trends to be sure of all seasonal variations in the trends of IT product investment form different suppliers.. The identification of such trends will thus help the business to avoid unnecessary losses that may come as aresult of excessive product ordering in low seasons.It will also avoid the under supply of products during periods of high seasonal demands. The inclination to go by the trends of the industry dominates in the realative absence of clear guidelines concerning decision making process whereby internal difficulties are confounded with environmental uncertainity and volatility (Feeny, Lacity and Willcocks, 2012).
Competitor analysisA good number of competitors doing the same line of business seems to be having alot of strength given that they have stayed for sometime within the business. However, most of these competitors’s sell IT products that are expensive such that not all levels of income earners can afford. This is weakness that unless they realize, then it will be difficult for them to improve further on their market share even with United Kingdom itself. Secondly, agood number of competitors tend to concentrate in IT products from one particular supplier such that they cannot meet all customers‘ specification needs at all times. Another weak ness is that most competitors seems to be limiting their market penetration within UK and Europe without considering the larger Africa.
Innovative marketing strategies to be incorporated within a Marketing PlanThere are various marketing strategies that the business intends to employ in order to increase sales while at the same time taking adavantage of competitors. The first strategy is the use of customized standadization strategy which permits customers to chose their own set of product components there by specying their preferences for various hardware products as well as software. This strategy will ensure that customers get what they want as far as specificationsnof agiven product is concerned. The second strategy is the extensive online advertisement of the business and the assiciated products and their prices within the business website. This strategy is expected to contribute greately to the increase in the market share for Technology products business across several countries as comapared to the existing competitors. Next is the management strategy which starts with the relationships of specific business firm to their customers. In this case, customers continue to to be viewed collectively as agroup that shares common characteristics. As aresult, the business through its managers emphasizes on the benefits or advantages of economies of scale. There is alsi individualization strategy which managers consider as the as the surest approach to inceasing sales(Lampel and Mintzberg, 2012, Pavlou and El Sawy, 2010).
The business will also use the strategy of taking adavantage of the competitor’s weakness on high pricing of their products. In this case, Technology products business will sell its IT products to customers on relatively low prices which most customers can afford. Unlike, competitors, the busines will order and sell products that can be afforded by all income earners. In addition, the business will also expand to several countries where customers have no idea about some of the existing competitors. Where possible , there will be face-to-face interactions between the staff and the customers as part of strategy as away of creating further realtionship ans awareness between the clients and the business (Lampel & Mintzberg, 2012, Horner & Swarbrooke, 2012). Another strategy to be used is to improve further on the strengths of competitors. This will help the business to even gain more customers fro the competitor’s side.
Business strategies that will be adopted
One of the business strategies is the retail value based pricing strategy. This strategy will enable customers to buy produdcts at relatively ffordable prices. There is also the use of bidding strategy. This helps to increase savings when consumers make use of constant bid increment (Grewal et al., 2012). The business will also use the strategy of innovating where the competitors does not act since it is not enough to make adifference on aproduct quality or delivery readiness or on scale of production(Amit, Zott and Pearson, 2012).
There is also the strategy of business model innovation.This strategy has three design elements that makes up or defines the business model. The three elements are content, structure and governance. This implies that achange to any of these elements will amount to changing the whole business model. The business model will thus be adjusted by use of these elements. Content is the selection of activities to be performed while structure of an activity system is the description of how activities are connected in agiven sequence.. On the other hand, governance of an activity system represents the individual who carry out the activities (Amit, Zott and Pearson, 2012).
Busness model innovation is important in helping the business stay ahead in the product nnovation game. In this case, agood product that is embedded in an innovative business model, nevertheless, is less easily shunted aside.The business model strategy matters for anumber of reasons. First is that it is arepresentation of often underutilized source of prospect value. Second is that competitors might find it extra difficult to imitate or even replicate the whole novel activity system as compared to asingle novel product and/ or process. Given that it is frequently simpler to undermine or arode the returns of products or process innovation, the innovation at the level of business model can at times translate into performance advantage that can be sustained. Next is that since business model can be considerably a powerful competitive tool, the business manager will have to adjust the probality of the competitor’s efforts in the area. The operations cost saving startegy will also be important in ensuring that the profit is maximized in the business (Amit, Zott and Pearson, 2012).
Financial feasibilitiesThe finacial fesibility provides acomprehensive and detailed evaluation of financial aspects of the business project. The viability of the business is thus shown by the affordable finances. For instance, the operatioonal costs of this project is expected to be low given that advertisement which tends to cost more will be done online within the business wesite hence less cost will be incurred. It is also asumed that products will be ordered in bulk from suppliers, resulting to considerable discount which is expected to reduce cost of ordering. In overal, the reductions in cost implies higher profit (waechter and Thomas, 2014), Medda, 2012).
Sources of finance The sources of finance w include bank loans and partly personal savings to get the required start up capital.
The relevant legal rulesThe legal rules will include laws and regulatiions that governs the country where business is situated and the respective countries where customers come from. Different countries tend to have different rules and regulations governing the shipment of goods or products from foreign countiries. The busisness will ths have to adhere to such rules. In addition, since the business will also deal with software products, the laws governing software use such as malware related issues which may compromise end user insecurity through the network while attempting to access the business website . Others may include monetary exchange rules and legal uncertainties have discouraged other foreignretailers (Dourado, 2012, Mukherjee, Cuthbertson and Howard, 2014).
Use of information and communication technologyThe ICT will be used to achieve business objectives. This will involve the use of internet technology to conduct sales among individual buyers in the context of producta and pricing strategy(Amit, Zott and Pearson, 2012, Malhotra, Melville and Watson, 2013, Tafti, Mithas and Krishnan, 2013).
Potential risks and ways to mitigate these risks for future expansionRisksThe risks include hacking of business websites as well as failure to maintain high level of constant competition. With time in case the competitors get achance of knowing our tricks and capitalize on them. There is also perceived risk in e-shopping (Ahang et al., 2012).
Risk mitigationThere will he constant assessment of risks and developing an approach to comply with them(prahalad and ramaswamy, 2013).The mitigation process will also involve introducing new and better product and service provisions in order to continue generating revenue in future and encourage customer’s loyalty for future expansion(Klassen and vereecke, 2012).
ReferencesThomas, D, F, Gudmundson, D, Turner, K., and Suhr, D, 2014, Business Plan Competitions and Their Impact on New Ventures, Business Models, Journal of Strategic Innovation and Sustainability Vol, 10(1), 35.
Zikmund, W, and Babin, B, 2012, Essentials of marketing research. Cengage Learning.
Feeny, D., Lacity, M., and Willcocks, L, P,2012, Taking the measure of outsourcing providers. MIT Sloan management review, 46(3).
Lampel, J, and Mintzberg, H, 2012, Customizing customization. Sloan Management Re.
Horner, S, and Swarbrooke, J, 2012, Leisure marketing, Routledge.
Amit, R, Zott, C, and Pearson, A ,2012, Creating value through business model innovation, MIT Sloan Management Review, 53.
Grewal, D, Roggeveen, A, L, Compeau, L. D, and Levy, M, 2012, Retail value-based pricing strategies: New times, new technologies, new consumers, Journal of Retailing, 88(1), 1-6.
Waechter, G, D, and Thomas, D, 2014, Feedstock depot feasibility study for western north carolina.
Dourado, E, 2012, Internet security without law: How service providers create order online (No. 12-19). Working Paper.
Medda, F ,2012, Evaluation of Value Capture Mechanisms as a Funding Source for Urban Transport: The Case of London’s Crossrail, Procedia-Social and Behavioral Sciences, 48, 2393-2404.
Mukherjee, M., Cuthbertson, R., & Howard, E, 2014, Public policy and retail strategy, Retailing in Emerging Markets: A Policy and Strategy Perspective, 258.
Malhotra, A, Melville, N. P, and Watson, R, T, 2013, Spurring impactful research on information systems for environmental sustainability, MIS Quarterly, 37(4), 1265-1274.
Prahalad, C, K, and Ramaswamy, V. (2013). The future of competition: Co-creating unique value with customers, Harvard Business Press.
Klassen, R, D, and Vereecke, A , 2012, Social issues in supply chains: Capabilities link responsibility, risk (opportunity), and performance. International Journal of Production Economics, 140(1), 103-115.
Zheng, L, Favier, M, Huang, P, and Coat, F,2012, Chinese consumer perceived risk and risk relievers in e-shopping for clothing, Journal of Electronic Commerce Research, 13(3), 255-274.
Tafti, A, Mithas, S, and Krishnan, M, S, 2013, The Effect ofInformation Technology-Enabled Flexibility on Formation andMarket Value of Alliances, Management Science(59:1), pp.207-225.
Pavlou, P, A, and El Sawy, O, 2010, The ‘Third Hand’: IT-Enabled Competitive Advantage in Turbulence Through Improvi-sational Capabilities, Information Systems Research(21:3), pp.443-471.Porter, M, E.
AppendixFinancial viability analysisAmount
Owners equity$50000
Bank loan$30000
Total capital$80000
Advertising cost$5000
Rent$1000
Salaries$20000
Purchases$60000
Toatal costs$86000
Sales$99000
Monthly profit$13000
The figures shown above represents monthly values based on the asuption that the business will start with order purchases of 30 laptop computers, 30 desktop computers and 30 printers from the supplier at the estimated cost of $1000, $500 and $500 respectively. It also asumed that all the stock will be sold at the end of the month where the evry laptop, desktop and printer will be sold at an average cost of $1500, $900 and $900 respectively. This translates to total sales of $99000 as shown above that when compared with the total costs gives an overal profit of $13000 on the first month. The business will employ two employees, asales person and asecrectary each to be paid asatrting salary of $12000 and $8000 respectively, totaling to $20000. This implies that the total profit per year will amount to $156000 which is more than the previous total capital.
If this annual profit is ploughed back to the business after paying back bank loan of $30000, then the business is able to increase the capital for the second trading year by approximately $126000 which may approximate to two and ahalf times the initial capital, implying that projected cash flow for the second year will result to profit amounting approximately to two and ahalf times the initial profit. It also means that the projected cash flow for the third year will be approximately double that of second year if the total capital is again ploughed back. This is aclear indication that this business is viable and sustainable.
NB: The total number of words in this paper =2221 exclusing references, table of contents, title page and the table of values at the appendix.
Technology in Hotel Rooms Division Management
Technology in Hotel Rooms Division Management
Students Name
Student’s Number
Institution
Word Count: 1761
AbstractTechnology plays a significant role in the hotel industry. It impacts the quality-of-service delivery, customer experience, operational efficiency, and communication. Different departments in the hotel industry employ technology in their operations to enhance their service delivery. For instance, the front office department uses hospitality technology to improve department operational efficiency. The guest services department employs technology to enhance customer experience. At the same time, the communication department employs technology to encourage customer interactions and gather feedback. The use of technology in the hotel industry impacts the room division management team and work teams’ work experience and job security. Additionally, technology influences guest customer experiences in the industry.
Contents
TOC o “1-3” h z u Abstract PAGEREF _Toc87833870 h 2Technology in Hotel Rooms Division Management PAGEREF _Toc87833871 h 4Technology in Hotel Front Office Management PAGEREF _Toc87833872 h 4Advantages of Technology in Hotel Front Office Management PAGEREF _Toc87833873 h 4Disadvantages of technology in Hotel front office Management PAGEREF _Toc87833874 h 5Technology in Hotel Guest Services Management PAGEREF _Toc87833875 h 5Advantages of Technology in Hotel Guest Services Management PAGEREF _Toc87833876 h 5Disadvantages of Technology in Hotel Guest Services Management PAGEREF _Toc87833877 h 6Technology in Hotel Communication, PABX Management PAGEREF _Toc87833878 h 6Advantages of Technology in Hotel Communication, PABX Management PAGEREF _Toc87833879 h 6Disadvantages of Technology in Hotel Communication, PABX Management PAGEREF _Toc87833880 h 7Technology in Hotel Service Quality Management PAGEREF _Toc87833881 h 7Impacts of technology on Rooms Division Management team, work teams, and customers in Hotel Industry PAGEREF _Toc87833882 h 8Positive Impacts PAGEREF _Toc87833883 h 8Negative Impacts PAGEREF _Toc87833884 h 8Conclusion PAGEREF _Toc87833885 h 8References PAGEREF _Toc87833886 h 10
Technology in Hotel Rooms Division ManagementTechnology improves efficiency, saves time, and gets more work done in businesses and organisations. Technology has significantly impacted how firms in the hospitality industry provide services and how end-users receive the experience. For instance, companies in the hotel industry employ a wide range of technological solutions and e-commerce to make life easier for employees, increase revenue, streamline processes and improve customers’ overall experiences. The hotel industry is ever-changing and very competitive. Therefore, businesses in this sector should invest in the latest hospitality technology trends to live up to customers’ expectations and maintain a competitive advantage.
Technology in Hotel Front Office ManagementThe front office is a crucial department in the hotel industry. This department welcomes customers, assigns rooms, accepts payments, and ensures the comfortable stay of hotel guests. A computerized check-in front desk will help with room reservations as customers can inquire and book online. Secondly, it will help capture customer data; technology lets hotels collect and store customer data useful in service personalisation. Additionally, it will help in guest billing through e-commerce services (Shin et al., 2019). Therefore, there is a need for technology at the front desk to enhance these services
To enhance the efficiency of the front office, the hotel can invest in facial recognition and mobile check-ins. Checking in is an essential aspect of the hotel industry; facial recognition in the check-in stage and the use of mobile phones as keypads make the process easy and smooth (Chevers &Spencer., 2017). This improves the efficiency at the front desk as it eliminates the guest waiting period, booking, and collection of keypads.
Advantages of Technology in Hotel Front Office Management
Investing in technology in the front office improves customer service. The use of technology in the check-in process and billing enhances efficiency and reduces the tedious queuing process, enhancing customer experience. Secondly, technology in the front office improves efficient internal operations. Companies that invest in Hotel Management Softwares can synchronise their other departments with the front office improving guest-related services such as housekeeping and catering. Additionally, technology in the front office enhances the company’s control over financial data. Cashless payment makes it easier for a company to monitor, manage, and plan its financial functions than cash payments (Shin et al., 2019). Front office technology gives hotels the tools necessary for effective customer service, productivity, and profitability.
Disadvantages of technology in Hotel front office ManagementIndividuals and potential customers can change their minds about booking a hotel if their queries are not answered on time. Mobile check-ins allow customers to book rooms online; however, if a customer raises questions about the availability of rooms and rates and is not answered on time, they can change their mind about booking with the hotel. Additionally, technology leads to loss of employment, integration of technology in a front office implies a reduction in the number of employees needed to perform these functions (Kansakar et al., 2019). Although technology improves the efficiency of services, it cannot replace the impact of a welcoming and professional customer service executive at the front desk.
Technology in Hotel Guest Services ManagementGuests want a quick, seamless, and smooth experience in the hotel industry, and technology is essential in achieving this. Incorporating technology in guest services enhances customer experience and improves the quality of service (Sharma, 2016). For instance, integrating technology in check-in and billing services eliminates queuing, which customers consider tedious and waste time. Incorporating technology in accommodation and housekeeping services eliminates customers’ need to walk out of their rooms to check with front office teams (Sharma, 2016). Exemplary guest service is essential in the hotel industry as customer experience plays a significant role in building customer loyalty and referrals.
To improve efficiency in guest services, hotels can invest in robotics. Businesses in the hotel industry can use robotics in the concierge and housekeeping services as robotics carry out monotonous tasks in the hotel with great productivity (Bowen & Morosan, 2018). For instance, robotics can be used as sensors to detect guests’ presence in the room, activate lights, and initiate temperature control, unlike having guests perform these functions independently (Bowen &Morosan, 2018). This enhances customer experience and is a step in building customer loyalty.
Advantages of Technology in Hotel Guest Services ManagementTechnology improves customer experience. Guest services such as guest rooms automation make customers feel comfortable in the hotels, enhancing their experience. Secondly, technology in guest services helps personalise guest stay. Technology allows hotels to collect information about customers that they can use to tailor services depending on customers’ demands (Sharma, 2016). Additionally, technology in guest services helps offer contactless services; the global pandemic changed how services are offered and how customers view human contacts. Therefore, using technology such as robotic help avoid staff and customer contacts and improves the overall health and safety of the hotel.
Disadvantages of Technology in Hotel Guest Services ManagementThe use of technology such as robotics that collects customers’ information and data requires a lot of security to ensure customers’ data is secure and is used for the proper purposes (Kansakar et al., 2019). This process can be expensive for the hotel. Secondly, the integration of technology entirely in carrying out guest services limits customer contact with hotel employees. Human interactions, especially warm, friendly, and professional services, build customer loyalty compared to efficient technology services that all businesses can provide (Sharma, 2016). Technology is an essential element in enhancing guest services in the hotel industry. However, companies in this sector should employ additional measures to ensure its use does not compromise the importance of human relations in the service industry.
Technology in Hotel Communication, PABX ManagementHotel communication system plays a significant role in customers’ experience; it provides a platform to manage customers’ messages, phone calls, and customer interactions (Zsarnoczky, 2018). Therefore, incorporating technology in communication will enhance the customer experience. The hospitality industry is about people. Having a platform that encourages communication between customers and hotel personnel is essential in providing services that meet customer expectations as it opens the door for feedback and compliments.
To improve communication with guests, hotels can invest in Guest applications. Hotels can design a guest application that contains deal notifications, loyalty programs, and hotel services (Zsarnoczky, 2018). This will provide guests with a platform to offer direct feedback to the hotel and a platform the hotel can use to market its services and build customer loyalty.
Advantages of Technology in Hotel Communication, PABX ManagementHotel communication systems allow customers to offer feedback which is essential in operation and customer service improvement. Success in the hotel industry depends on businesses’ ability to meet customers’ needs, and feedback provides businesses with opportunities to provide better services (Bilgihan et al., 2016). Additionally, a good communication platform offers a superior end-to-end customer experience. Customers can make international and domestic calls and book rooms, while the receiving staff can effectively answer customer questions and manage reservations (Sharma, 2016). Good communication is significant in building a lasting relationship with customers. Thus, hotels should invest in a ted-rich communication system.
Disadvantages of Technology in Hotel Communication, PABX Management
Maintaining a good communication platform is expensive; it requires a lot of investment in maintenance, follow-ups, and internet use which can be costly. Secondly, communication platforms provide a place for customers to provide feedback. Potential clients in the hotel industry consider reviews when making decisions. Negative feedback on these platforms can negatively impact the hotels’ ability to attract new clients. Additionally, multiple open lines mean customers can call anytime, and sometimes the calls and messages go unanswered; unanswered messages and calls reflect poorly on a business reputation (Kansakar et al., 2019). Communication is a significant aspect of the hotel industry as it can quickly build and destroy an organisation. Therefore, the business should ensure they put on measures to curb its downsides.
Technology in Hotel Service Quality ManagementTechnology plays a vital role in improving hotel service quality and enhancing productivity. Over the years hotel industry has adopted a wide range of hospitality technology to improve the quality and delivery of services to customers (Zsarnoczky, 2018). Technology enhances service personalisation and provides a platform for feedback. Additionally, the continuous technology implementation will improve operational efficiency as most activities will be done through technology and automation (Zsarnoczky, 2018). This, in turn, will enhance the quality of services this industry offers. The quality of service is significant in customer attraction and retention in the hotel industry.
Impacts of technology on Rooms Division Management team, work teams, and customers in Hotel IndustryPositive ImpactsTechnology enables work teams to provide superior services to customers. Technology allows the hotel to collect customer data, making it easy for the employee to serve and offer excellent services to repeat customers (Chevers & Spencer, 2017). Additionally, technology reduces the workload on employees, giving them time to serve customers better. This, in turn, improves the quality of customer service resulting in a better customer experience for the guest. Investment in technology improves customers’ experience. Technology enables customers to reserve rooms online and order housekeeping services in the room. This results in a seamless, smooth, and quick service (Chevers & Spencer, 2017). Technology makes room division management work easy. The management team can easily monitor operations across departments through Hotel Management Software that synchronises all departments. Additionally, the management team can use customer and customer data to develop strategies that enhance services (Shin et al., 2019). This improves service delivery and productivity.
Negative Impacts
Incorporating technology in the hotel industry can lead to over automation of services. This can affect customer experience as humans are social beings (Sharma, 2016). No amount of technology can replace the customer service experience from warm, friendly, and professional staff. Similarly, over-automation without human intervention brings technology-related risks. A technology breakdown will impact customer experience negatively and affects the company’s brand (Kansakar et al., 2019). This can cause rooms division management teams their job. Secondly, the continuous implementation of technology and automation reduces jobs available for work teams. Robotics is taking over housekeeping jobs while Hotel management software replaces front office teams (Bowen and Morosan., 2018). This implies job loss for junior staff and their supervisors in the hotel industry.
ConclusionSuccess in the hotel industry depends on a business’s ability to incorporate technology in their various departments efficiently. Technology in the communication and guest service department enhances service delivery, encourages efficiency, and improves the customer experience. The tourism industry is competitive, and customers’ demands keep on changing. Therefore, these businesses should invest in technology to encourage services innovation and personalisation.
ReferencesBilgihan, A., Smith, S., Ricci, P., & Bujisic, M. (2016). Hotel guest preferences of in-room technology amenities. Journal of Hospitality and Tourism Technology.
Bowen, J., & Morosan, C. (2018). Beware hospitality industry: the robots are coming. Worldwide Hospitality and Tourism Themes.
Chevers, D., & Spencer, A. (2017). Customer satisfaction in Jamaican hotels through the use of information and communication technology. Worldwide Hospitality and Tourism Themes.
Kansakar, P., Munir, A., & Shabani, N. (2019). Technology in the hospitality industry: Prospects and challenges. IEEE Consumer Electronics Magazine, 8(3), 60-65.
Sharma, D. (2016). Enhancing customer experience using technological innovations: A study of the Indian hotel industry. Worldwide Hospitality and Tourism Themes.
Shin, H., Perdue, R. R., & Kang, J. (2019). Front desk technology innovation in hotels: A managerial perspective. Tourism Management, 74, 310-318.
Zsarnoczky, M. (2018). The digital future of the tourism & hospitality industry. Boston Hospitality Review, 6, 1-9.