Scenario:  Six mechanics work in this car service business, they are all trained specifically for the job they need to do

Scenario: 

Six mechanics work in this car service business, they are all trained specifically for the job they need to do, and they have considerable control over their work. Four types of mechanics work in the car service business: (i) Brake Repairers (two people): Brake repairers adjust, replace, and repair the brake rotors, brakes; (ii) Front-end Mechanics (two people): Front-end mechanics align, balance, and repair the wheels, suspension systems, and steering mechanisms; (iii) Transmission Technicians and Rebuilder (one person): Auto technicians repair the gear trains, hydraulic pumps, couplings, etc; (iv) Automotive Air-conditioning Repairer (one person): Mechanics work on installing and repairing air conditioners’ parts etc.

The business has recently implemented a new online service booking system. This system enables the car owner to specify any ‘problems’ with the car’s running, and to choose extra services such a car wash, and/or internal clean. The new online system also gathers details of the customer such as email address, telephone number, odometer reading, car make, year and model. At the back end, an admin person regularly processes and monitors online bookings. In many cases, the admin person needs to send an online request via this system to a mechanic to enable estimating cost/time which should be communicated to the customer along with the booking confirmation.

 

Answer the 4 questions on the following pages in relation to this scenario.

 

 

Questions (answer the questions in the attached word document template)

Q1 For the new online system, suggest and explain at least one indicator for each 
performance criteria of: efficiency, efficacy, and effectiveness

 

 

 

Q2 Describe dimensions of impact of your proposed new information system within the business for all stakeholders (cover both intended and positive effects, as well as possible negative effects); describe the proposed impact of the new system on the organisation, groups, and individuals

 

 

 

 

Q3 Identify and justify the organisational form of this business using Mintzberg’s classification

 

 

 

Q4 Use Lyytinen & Hirschheim’s 4 categories of systems failure, and the grid, what type of failure is predicted, and offer advice to ensure system success.