6 diagram the as is and to be processes for

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6. Diagram the “as-is” and “to-be” processes for prescribing a medication for a patient before and after an EMR system is implemented. Chapter 14; JetBlue and WestJet: A Tale of Two IS Projects: 1. How important is the reservation system at airlines such as WestJet and JetBlue? How does it impact operational activities and decision making? The reservation systems allow customers to book, cancel, transfer, and price their reservations for their flights. Without a properly functioning reservation system, the airline has no direct way for customers to purchase tickets. 2. Evaluate the key risk factors of the projects to upgrade the reservation systems of WestJet and JetBlue.
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Individual Project 5 8 The biggest risk factor in upgrading the reservation system for WestJet was the transferring of reservations from the old system over to the new one. Because of continuous crashes of the new system, it made it difficult for customers to purchase airline tickets online. For JetBlue, however, they did not experience these issues as they saw what WestJet went through and implemented back up sites for customers to purchase tickets from. In addition, they also expanded their call centers temporarily to cover for any issues that occurred. 3. Classify and describe the problems each airline faced in implementing its new reservation system. What management, organization, and technology factors caused those problems? The biggest issue JetBlue experienced was that their airport kiosks were not synced with their new reservation system, causing minor issues to customers. For WestJet however, the issues were much bigger. Customers were unable to make any type of purchases or changes on their reservations. Their website began crashing too often, which led to higher call volumes at their call center. Their customer care issues began piling up and ultimately plugging up their systems, making it difficult to move forward and implementing their frequent flier program. 4. Describe the steps you would have taken to control the risk in these projects. I would have the same exact thing that JetBlue did; which was more proactive than reactive. Controlling the number of issues before they occurred allowed them to fix any system issues without crippling customers from making any reservations.
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Individual Project 5 9 References Laudon, K & Laudon, J. (2012). Management Information Systems: Managing the Digital Firm. 12 th Edition. Prentice Hall. New Jersey.
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