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INCREASING THE QUALITY OF HOTEL MANAGEMENT INFORMATION SYSTEMS BY APPLYING WORKFLOW TECHNOLOGY

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Abstract:

Computer-supported cooperative work (CSCW) and, specifically, workflow technology aim at supporting the work carried out in a company by the use of computer systems. The objective of workflow management systems is to provide a computer environment that efficiently supports the work carried out in any organization. Furthermore, workflow technology not only includes the formal specification of processes, their monitoring and execution, but also reengineering tasks, evaluation, and management of the processes themselves. This article presents workflow methods applied to a hotel and provides a new and innovative management information system that enables better integration and automation of the processes taking place in any hotel. In order to reach this goal, a new methodology of process modeling will be developed according to the particular needs of a hotel, always focusing on customer satisfaction. This new model of information systems has certain benefits and competitive advantages, for example: better control by the management of the running of the hotel; improved service quality thanks to the coordination offered by workflow systems; unproved efficiency in the development of processes due to applying reengineering to workflow models. All these advantages contribute to helping us reach our final objective: increasing the quality of the information system.

Keywords: Business process reengineering (BPR); Computer-supported cooperative work (CSCW); Hotel management information system (HMIS); Information systems; Workflow

Document Type: Research Article

Publication date: 2000-01-01

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  • Information Technology & Tourism is the first scientific journal dealing with the exciting relationship between information technology and tourism. Information and communication systems embedded in a global net have profound influence on the tourism and travel industry. Reservation systems, distributed multimedia systems, highly mobile working places, electronic markets, and the dominant position of tourism applications in the Internet are noticeable results of this development. And the tourism industry poses several challenges to the IT field and its methodologies.
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