UKWT Case Study Coursework


The aim of this coursework solution was to conduct requirement analysis and modelling of the current business system of an escorted tour provider, UKWT. Hire  essay writer online in reasonable rates. Rich picture diagrams and use case diagrams were developed to show the problems in the manual and simple offline Access database based system and the need to adopt an online ePartner pilot project. With the adoption of the proposed online solution, partners of UKWT, mainly LEL would be able to reduce time, costs and efforts associated with the performance of booking order processing task. It would help them in reducing the redundancy of current system.


A1: Rich Picture of the UK Wonder Tours (UKWT) Head Office environment

A2: Rich Picture of the London Executive Luxury (LEL) Partner environment

A3: Business environment of UKWT/LEL and its possible impact on proposed system development

Rich picture is based on system thinking approach and is described as an expression of a problem situation in a manner that all the structural, procedural as well as environmental components of a business system are addressed (Vandenbosch, 2003; Flood& Carson, 2013; Armson, 2011). From the rich picture drawn from the relevant case study information collected, it can be analysed that head office of the UKWT has been currently facing range of issues in different departments. Get  help with dissertation from native UK writers. The requirements analysis has highlighted that all the problems faced by the UKWT are associated mainly with the change of managing director, appointment of new MD.The analysis has confirmed that there is a need to improvement complex ePlatform rather than a new IT system. The current IT system i.e. Tour Management and Booking Information System was identified as sophisticated but complicated enough of meeting the needs of a large organisation only and not the small organisations like UKWT partners. The ePartners solution however would be required to the adaptive to the needs of different partners.

1.Changes to the Organisational Culture

Theoretically,organisational culture is identified as an essential component in the development of successful IT systems. Employees are the key users of the system and their happiness and involvement in the implementation process is indispensable for the improved performances(Alvesson& Sveningsson, 2015). The rich picture diagrams for the business environments of UKWT and LEL have confirmed that intense conflicts exist among the staff as well as managing directors of two business partners. Ask experienced writers of UK to  write my assignment. LEL MD perceives the current Access based system and website are enough for the delivery of their first class customer service. In contrary, the new MD of UKWT recognise the significance of Partner Change Initiative. It can be seen that wide-ranging differences exist between the cultures of the two organisations. The employee change initiative is not considered as employee friendly and is more driven towards market culture. Employees have shown resistance to such change because it did not target their potentials rather than focused on goal oriented results (E.g. Number of tours sold, the number of queries resolved). In the proposed change, no specific measure is undertaken for encouragement of the staff (Ziemba, 2017).

2.Changes to IT provision and development

IT systems need to reduce redundancy and manual working in order to save time and cost of the business operations (Murer& Bonati, 2010). The current IT system is based on the additional work of filling timesheets and recording data clear issues in the process(MacDonald, 2006). The current system is designed for complicated and large business organisations rather than working compatibly with the small organisations (e.g. Buy  research paper writing service online. UK Tour Operators– small organisation of the year). In contrary to the current system, a locally installed and simplified hotel management and booking system tailored according to the needs of each partner would be highly feasible. The reduction in the budget for IT infrastructure’s maintenance is not recognised as effective change by the IT service staff (e.g. 20% cost cut). Lowering IT cost by reducing the tour cost e.g. booking clients into 3-star hotels instead of 4-star, has also given rise to the partners’ concerns. This can place in impacts on the repetition of LEL, who has been famous among the overseas tourist for its luxury tours. Rich picture diagrams have highlighted an immense need to replace the current Access based IT of the partnerLEL, with the ePortal. ePortal is extremely necessary for helping the partners to give up the manual by recording them to worse, customers and to information locally, searching the accommodation and flight information conveniently, as well as uploading booking information from the partner system to e-Book each evening. The provision and development of IT system for the partners must be based on the fact that none of them had a dedicated interface for online hotel booking system.

3.Issues and Areas of Conflicts

However, in order to implement the given solutions for the simplified form of current IT system, the biggest issue is connected with the emerging conflicts among the departments’ directors as well as negative perceptions of staff. Personnel conflicts are highly harmful for the successful implementation of information technology system relative to the technicalities (Egger, et al., 2016). It can be examined that the most of the directors and staff view employee/management committee as vital platform for the discussion of issues concerning staff, however for the MD, they now have no way to raise issues with management. Where the new MD of UKWT has identified the significance of goal over the employees’ trust, LEL management consider that implementing new IT would make employees feel that they are no longer trusted. 

Another most critical issue highlighted from the rich picture diagrams was related with the involvement of new tour partners in the business portfolio such as London exclusive luxury, The Quirky London Experience, Hillwalking the Scottish Way, and UK Solo Tours. Hire  thesis writer in UK at affordable pricing. It was quite challenging to implement the business rules, processes and procedures and IT systems throughout all the partner organisations. Interviews with the director of a partner company LEL has substantiated that without reviewing the IT systems of the partner, UKWT cannot successfully implement its ePortals there. The requirements analysis has highlighted the importance of LEL staffs’ deep association with their current Access-based IT system. The replacement of a dedicated interface with the reasonable website because of for the need to understand the level of IT literacy for partner companies. It would be highly necessary to increase their awareness and knowledge in order to turn out their resistance towards the IT based in system.

Furthermore, LEL is that the change in the tour cost of the UKWT would have adverse impacts on their first class customers service, because they do not want to sacrifice their high-paying clients. Exclusive tours are a great worth to LEL management. Similarly, staff of the LEL also showed unhappiness for the execution of their customer service through the web and FAQs.

It is highly critical to state that managing directors of the partner organisation are ready to resign from their post due to the conflict in their current business practices as well as impose change.

A4: Stakeholders associated with the proposed ePartner Pilot System (for LEL)

All the direct and indirectly affected parties were taken into account in the process of identification of the stakeholders’ groups related with the proposed IT change (Egger, et al., 2016). Buy  coursework writing service from Writers Help UK. Implementation of IT system requires the adaptive to the needs of the technical requirements as well as personnel expectations of all the stakeholders (Ryan& Page, 2012). Visibility to upgrade and update in front of the stakeholder (Valverde, 2012)is highly necessary in order to make the pilot project successful. For LEL, stakeholder groups can be categorised into the following.


One of the most significant indirect stakeholder in LEL business is UKWT. Being a parent organisation for LEL, UKWT has a heavy investment partner company for expansion of its tour portfolio for reaching new customers and for increasing profits. The company currently execute escorted tour packages.

Tour Planning Team

In UKWT, tour team would be most important stakeholder in the company due to their extensive and effective role in the successful implementation of international airline booking system and hotel reservation system. They are qualified enough to deal with the UKWT’s Internet-based booking system‘eBook’, its telesales-based booking system, tBook, and its travel agent system, aBook. In case of introducing the ePartner pilot project for the LEL, their roles and responsibilities would increase by daily updating the partners’ activities in their centralised database.


LEL management is also a direct stakeholder in the company. The key personnel include managing director, client service coordinator, client booking administrator, incorporate booking administrator, and trip management administrator. It is highly crucial analysed that the new IT system is capable of affecting the activities and roles of different managementpersonnel. Some of them are happy with such change as it has potentials of reducing error and efforts by some have shown their concerns regarding the time-consuming nature of fresh complex IT processing.

Customers (Individuals)

LEL customers can further be segmented according to the types of tours offered by LEL to them. These include the platinum experience customers, the Gold experience customers and the corporate reward experience customers. The new IT system aimed to cut the cost of infrastructure, would have great impact on the fundamental rules of the LEL (targeting high budget couple). By changing the course structure for the existing customers, LEL may sacrifice its reputation in front of the existing customers.


LEL employees are one of the most affected stakeholders group because at the time of entering in partnership with UKWT, Poppy (MD of LEL) confirmed her employees that this partnership would not change their work practices, employees contracts as well as their organisational culture. It can be analysed that the current employees are used to work in a simplified environment based on spreadsheet and telephonic communication. The current level of the IT literacy is also not according to the UKWT tour planning team. 

Chauffeur driven car business

it is also one of the important stakeholder group affected by any change in LEL business practices. The car business has recently signed a new five-year contract with LEL.

5 star and 4 star hotels and restaurants

LEL has also entered into sub contracts with the gold and platinum-based four and five star hotels and restaurants– for the different customer categories.

Tour guide agencies and tour guides

LEL has also employed number of tour guide agencies and tour guides on contract basis.

London based Organisations (Business Clients)

Stakeholder group has resulted in range of sub-contracts for LEL with Superior Fleet Rapide, The London Golden Brasserie, and freelance tour guides. These business clients are used to work manually in relation to the current Access system. In an online environment, it is the possibility that the large business organisations perceive their information security at high risk.

Hence transferring the wide-ranging data of manual stakeholders to the new IT system would not be an individualistic step for the LEL, rather it would require to gain confidence and acceptance from all the stakeholders (direct and indirect). Any resistance from these stakeholders can lead to heavy losses on already signed contractual agreements.


B1: Use Case Diagram for the Current LEL Booking System

B2: Documentation of Use Case Diagram

a.Primary Scenario for Business Use case

Business Use Case 1: Enquiry

  • Client Booking Administrator checks the enquiry emails daily
  • Checks if the enquiry is related with information search for tour booking
  • If yes, records email, name, nature of enquiry
  • If no, transfers the enquiry related with current booking to client service for the reader
  • Client Booking Administrator takes phone call enquiries
  • Checks if the enquiry is related with information search for tour booking
  • If yes, records email, name, nature of enquiry
  • If no, transfers the enquiry related with current booking to client service for the reader
  • Checking if new client involved in the enquiry process
  • If yes, record new client information
  • If no check update an existing detail
  • Update the system Access Database

Business Use Case 2: Booking Request

  • Create a booking request form
  • Check room availability on requested dates from the spreadsheet
  • If no, inform clients about the alternate dates
  • If client agrees, create new booking request form
  • If client disagrees, close booking request form right“unable to book– nonavailability”
  • If yes, check further details in the spread sheets

Business use case 3: communication with client

  • Take details from the new client through phone call
  • Calling back to check agreement of client for the availability for the room and service
  • Calling for finalising the complete booking request form
  • Calling for asking to make electronic payments

Business Use Case 4: Data Recording and Update

  • Update enquiry records
  • Update booking records
  • Highlight yellow fields to show booked booking in the different spreadsheets
  • Highlight green fields to show that booked booking are now confirmed as definite booking
  • Records updated and complete request form in the system access database
  • Send pdf to callium o’connor
  • File pdf to text of folder

b.Secondary Scenario for Two Primary Use Case

Business Use Case 1: Enquiry

  • Recording the details of the new client
  • Record contact details
  • Record personal details
  • Record type of tour
  • Records reference for the chauffeur
  • Record exclusive activities
  • Record restaurant experiences
  • Record airports availability

Business Use Case 2: Booking Request

  • Check availability of different services manually in spreadsheets on requested tour dates
  • Check hotel availability
  • Check room availability
  • Check chauffer cars availability
  • Check two tour experiences
  • Check to restaurant experiences

B3: Understanding of Use Case Modelling

a.Development of Use Case Diagram

Use cases are important illustrations and graphical modes of describing the set of actions present within our system. User stories are the important part use case diagrams (Cockburn, 2001) e.g. booking system defined by the client booking administrator. It highlights all the activities which can be performed by the system in collaboration with the actors in external users(Kulak& Guiney, 2012). The development of use case diagram in the case study analysis has helped in clear identification of all the actors and processes of LEL business. The requirements analysis was helpful in understanding how the manual system of recording and updating data based on Access Database is currently used (Bittner& Spence, 2003). The current booking system of LEL is quite time consuming and subjected to error and mistakes.

The main actor of the off-line booking system is Client Booking Administrator. He is burdened with lots of activities and tasks related with the multiple spreadsheets prepared by the secondary actors in the booking system i.e. Poppy Parker and Callium O’ Connor. The process shows so much redundancy connected with the data recording as well as communication with clients. The admin has to move forth and back in the system process to communicate minor details to the clients. The development of the use case diagram also reveal that LEL is still using out dated method of data updates. E.g. manual colour coding such as yellow and green to identify booked booking and definite booking. It is also a loophole in the system that multiple spreadsheets are developed e.g. platinum hotel dates, old hotel rates, platinum chauffeur cars, gold chauffeur cars and others. Searching, recording and updating multiple spreadsheets again and again leads to very complicated and stressed task (Rosenblatt, 2013). It was also very surprising to see that client booking administrator is making called to the clients frequently for the confirmation of every single element manually. Based on the identify use cases, further investigation is identified as necessary for the spreadsheet development and client communication aspects (Cohn, 2004). It is highly essential to reduce the number of spreadsheets by integrating the interrelated data. Likewise, the frequency of client communication should also be decreased by placing some automated confirmation systems.

b.Documentation of Use Case Diagram

The use cases documented were quite sensible and workable in understanding the processes of booking system from its start till the end. The booking system has too much repetition within the steps and activities for the primary actor mainly. The system is based on many conditions i.e. each and every aspect of the booking request is first needed to be confirmed from the clients before proceeding to the next aspect. There were four main primary use cases in the system such as enquiry use Case, booking request use Case, communication use case and data recording an update.Effective relationship was identified among the different actors as well as the primary and secondary use cases. The brief descriptions given in the scenarios of different business cases reflect the functioning and processing of the different activities and information processes. The use cases were helpful in identifying the sending and receiving modes in the booking system of LEL.

c.Assumptions About the System for Producing Use Case Model

The main assumption was related with the absence of any‘destruction’. It was assumed that consumers would respond in a timely manner as soon as they are contacted at different stages of the booking system. However, in reality, it is not possible to have an ongoing communication with the clients as planned. On the other side, the current system is designed while perceived as perfect i.e. without any possibilities of error in information collection, data recording as well as updating. Another assumption in the use Case model is related with the functioning of the physical hardware devices. There are no provisions undertaken for the time losses resulting from the system breakdown or power failure. Computer equipment frequently encounter challenges is related with the maintenance of their components.  Therefore, such constraints should be taken into account while designing an online booking system for the LEL. In reality, the client service coordinator would be asked for the response rate he get from the current booking clients (call attendance rate). Furthermore, client booking administrator will also be required for the nature of enquiries he deals with.



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