Presentation Hilton 1 120617170127 Phpapp02

8/16/2019 Presentation Hilton 1 120617170127 Phpapp02

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2/41


3/41

AGENDA

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS

• Key Issues/Opp!"u#$"y A!e%s

• I#us"!y A#%'ys$s

• F$#%#($%' A#%'ys$s

• Pss$)'e A'"e!#%"$*es

• I+p'e+e#"%"$# , se'e("e %'"e!#%"$*es

• C#"$#-e#(y P'%#

• Su++%!y

• Q&A


4/41

KEY ISSUE/OPPORTUNITY

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&A

• !%# $e!e#"$%"$#

• M#$"!$#- Pe!,!+%#(e

• Cus"+e! Pe!s#%'$0%"$#

• A'$-#+e#" %# E1e(u"$#

SWO T

FIN.ANALYSIS


5/41


IMPORTANCE

URGEN

C Y

LOW HIGH

LOW

!%# D$e!e#"$%"$# M#$"!$#-Pe!,!+%#(e

HIGH

Cus"+e!Pe!s#%'$0%"$#

A'$-#+e#" & E1e(u"$#

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


6/41


IMPORTANCE

URGEN

C Y

LOW HIGH

LOW

!%# D$e!e#"$%"$# M#$"!$#-Pe!,!+%#(e

HIGH

Cus"+e!Pe!s#%'$0%"$#

A'$-#+e#" & E1e(u"$#

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


7/41


IMPORTANCE

URGEN

C Y

LOW HIGH

LOW

!%# D$e!e#"$%"$# M#$"!$#-Pe!,!+%#(e

HIGH

Cus"+e!Pe!s#%'$0%"$#

A'$-#+e#" & E1e(u"$#

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


8/41


IMPORTANCE

URGEN

C Y

LOW HIGH

LOW

!%# D$e!e#"$%"$# M#$"!$#-Pe!,!+%#(e

HIGH

Cus"+e!Pe!s#%'$0%"$#

A'$-#+e#" & E1e(u"$#

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


9/41

SWOT

STRENGTHS WEAKNESS

• S"!#- -')%' )!%#!e(-#$"$#

• D$*e!s$2e P!",'$• O3#e! App!e($%"$#• P!p!$e"%!y IT Sys"e+

• P!$#($p%'4A-e#"• P!e4%ss$-#+e#"• Mu'"$p'e ERP sys"e+s

OPPORTUNITY THREATS

• !%# C#s$s"e#(y• Cus"+e! Re'%"$#

M%#%-e+e#"• I#(!e%s$#- W!'

T!%*e' & Tu!$s+

• I#"e#se C+pe"$"$#• E1psu!e " (y('$(%'

3#"u!#s• R$s$#- (s" , %$! ,%!e

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


10/41

SWOT

STRENGTHS WEAKNESS

• S"!#- -')%' )!%#!e(-#$"$#



OPPORTUNITY THREATS

• !%# C#s$s"e#(y• Cus"+e! Re'%"$#

M%#%-e+e#"• I#(!e%s$#- W!'

T!%*e' & Tu!$s+

• I#"e#se C+pe"$"$#• E1psu!e " (y('$(%'

3#"u!#s• R$s$#- (s" , %$! ,%!e

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


11/41


12/41

SWOT

STRENGTHS WEAKNESS

• S"!#- -')%' )!%#!e(-#$"$#



OPPORTUNITY THREATS

• !%# C#s$s"e#(y• Cus"+e! Re'%"$#

M%#%-e+e#"• I#(!e%s$#- W!'

T!%*e' & Tu!$s+

• I#"e#se C+pe"$"$#• E1psu!e " (y('$(%'

3#"u!#s• R$s$#- (s" , %$! ,%!e

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


13/41


14/41

PORTERS 5 FORCES

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS

COMPETETIVE RIVALRYWITHIN INDUSTRY

Moderate

$-6 )%!!$e!s " e1$"

U"$'$0$#- (%p%($"y

uye! p3e! $s 6$-6Me!%"e 'e*e' , p!u("

$

THREAT OF NEWENTRY

Low

C%p$"%' $#"e#s$*e +%!7e"

I#us"!y +$#%"e

)y 8 p'%ye!s

S"!#- )!%# p!ese#(e

BUYER POWER

Hi!

A((ess " $#,!+%"$#

uye!s %!e p!$(e

se#s$"$*eL3 s3$"(6$#- (s"s

THREAT OFSUBSTITUTION

Moderate

V%!$e p"$#s

E%sy su)s"$"u"e

SUPPLIER POWER

Low

L%!-e -')%' )!%#

C++$"y )%se

p!u("Cs" , s3$"(6$#- $s '3


15/41

PORTERS 5 FORCES

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


Moderate

$-6 )%!!$e!s " e1$"

U"$'$0$#- (%p%($"y

uye! p3e! $s 6$-6Me!%"e 'e*e' , p!u("

$

THREAT OF NEWENTRY

Low

C%p$"%' $#"e#s$*e +%!7e"

I#us"!y +$#%"e

)y 8 p'%ye!s

S"!#- )!%# p!ese#(e

BUYER POWER

Hi!

A((ess " $#,!+%"$#

uye!s %!e p!$(e

se#s$"$*eL3 s3$"(6$#- (s"s


Moderate

V%!$e p"$#s

E%sy su)s"$"u"e

SUPPLIER POWER

Low

L%!-e -')%' )!%#

C++$"y )%se

p!u("Cs" , s3$"(6$#- $s '3


16/41

PORTERS 5 FORCES

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


Moderate

$-6 )%!!$e!s " e1$"

U"$'$0$#- (%p%($"y

uye! p3e! $s 6$-6Me!%"e 'e*e' , p!u("

$

THREAT OF NEWENTRY

Low

C%p$"%' $#"e#s$*e +%!7e"

I#us"!y +$#%"e

)y 8 p'%ye!s

S"!#- )!%# p!ese#(e

BUYER POWER

Hi!

A((ess " $#,!+%"$#

uye!s %!e p!$(e

se#s$"$*eL3 s3$"(6$#- (s"s


Moderate

V%!$e p"$#s

E%sy su)s"$"u"e

SUPPLIER POWER

Low

L%!-e -')%' )!%#

C++$"y )%se

p!u("Cs" , s3$"(6$#- $s '3


17/41

PORTERS 5 FORCES

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


Moderate

$-6 )%!!$e!s " e1$"

U"$'$0$#- (%p%($"y

uye! p3e! $s 6$-6Me!%"e 'e*e' , p!u("

$

THREAT OF NEWENTRY

Low

C%p$"%' $#"e#s$*e +%!7e"

I#us"!y +$#%"e

)y 8 p'%ye!s

S"!#- )!%# p!ese#(e

BUYER POWER

Hi!

A((ess " $#,!+%"$#

uye!s %!e p!$(e

se#s$"$*eL3 s3$"(6$#- (s"s


Moderate

V%!$e p"$#s

E%sy su)s"$"u"e

SUPPLIER POWER

Low

L%!-e -')%' )!%#

C++$"y )%se

p!u("Cs" , s3$"(6$#- $s '3


18/41

DET4EQUITY STRUCTURE

9:;

%s , 8??@ ye%!4e#

A*-. Cs"De)" B:.9;

DETEQUITY

"##$

"##% "##& "##'

$'"#C!p.

8.8< 8.


19/41

Bra)d "##, "##&

A##u%' Re*e#ue >$# M$''$#s

W%'!,As"!$%

859.5: 5


20/41

CALL CENTREPERFORMANCE

=?.??

:?.??

9?.??


21/41

OFF TE SELF

PROS CONS

• L3e! +%$#"e#%#(e(s"s

• Ou"s$e IT supp!" %#(#su'"$#-

• Cs" s%*$#- # s"%

• Lse (+pe"$"$*e%*%#"%-e

• Lse (us"+$0%)$'$"y• T$+e'$#es• T!%$#$#- (s"s• Reu(es ,!#" es7

pe!s#%'$0%"$#

•

Op" ,! %# "6e s6e', ERP s,"3%!e '$7e SAP ! O!%('e• Cus"+$0e $" " "6e (+p%#yHs #ees• Cs" Es"$+%"e


22/41

OFF TE SELF

PROS CONS

• L3e! +%$#"e#%#(e(s"s

• Ou"s$e $" supp!" %#(#su'"$#-

• Cs" s%*$#- # S"%

• Lse (+pe"$"$*e%*%#"%-e

• Lse (us"+$0%)$'$"y• T$+e '$#es• T!%$#$#- (s"s• Reu(es ,!#" es7

pe!s#%'$0%"$#

•

Op" ,! %# "6e s6e', ERP s,"3%!e '$7e SAP ! O!%('e• Cus"+$0e $" " "6e (+p%#yHs #ees• Cs" Es"$+%"e


23/41

CONSOLIDATION

PROS CONS• L3e! +%$#"e#%#(e

(s"s• Cs" s%*$#- # S"%• !%# %'$-#+e#"• F!#" es7

pe!s#%'$0%"$#

• $-6 ,!#"4e# (s"• P"e#"$%' %"% 'ss• M%#%-$#- "3 sys"e+s

• I#"e-!%"$#- e1$s"$#- Sys"e+•

A Cus"+e! Pe!s#%'$0%"$# %# Fee)%(7 C+p#e#"• C%(6 F!#" es7 S"%• M#"6'y Pe!,!+%#(e Rep!"s• Cs" Es"$+%"e 8.5M$''$#/5 ye%!s

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


24/41

CONSOLIDATION

• I#"e-!%"$#- e1$s"$#- Sys"e+•

A Cus"+e! Pe!s#%'$0%"$# %# Fee)%(7 C+p#e#"• C%(6 F!#" es7 S"%• M#"6'y Pe!,!+%#(e Rep!"s• Cs" Es"$+%"e 8.5M$''$#/5 ye%!s

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS

PROS CONS• L3e! +%$#"e#%#(e

(s"s• Cs" s%*$#- # S"%• !%# %'$-#+e#"• F!#" es7

pe!s#%'$0%"$#

• $-6 ,!#"4e# (s"• P"e#"$%' %"% 'ss• M%#%-$#- "3 sys"e+s


25/41

CUSTOMER RELATIONSIPMARKETING

PROS CONS

• Qu$(7 $+p'e+e#"%"$#• L3 (s"• Sus"%$#%)'e *e! '#-4

"e!+• P!2"%)'e " -%$# #e3

(us"+e!s

• M%!7e"$#- )u$'s 'y%'"y

• N $#(!e%sepe!s#%'$0%"$#

• Des #" %!ess ,!#"4es7 s"% $ssues

• T%$'! +%!7e"$#-(%+p%$-# ,! $*e!se

('$e#" )%se

• Us$#- "6e -ues" %"% " "%!-e" +%!7e" se-+e#"s•

L%u#(6 % M%!7e"$#- C%+p%$-#• U"$'$0e e1$s"$#- sys"e+• Cs" Es"$+%"e


26/41

CUSTOMER RELATIONSIPMARKETING

PROS CONS

•Qu$(7 $+p'e+e#"%"$#

• L3 (s"• Sus"%$#%)'e *e! '#-4

"e!+• P!2"%)'e " -%$# #e3

(us"+e!s•

M%!7e"$#- )u$'s 'y%'"y

•N $#(!e%sepe!s#%'$0%"$#

• Des #" %!ess ,!#"4es7 s"% $ssues

• T%$'! +%!7e"$#-(%+p%$-# ,! $*e!se

('$e#" )%se

• Us$#- "6e -ues" %"% " "%!-e" +%!7e" se-+e#"s•

L%u#(6 % M%!7e"$#- C%+p%$-#• U"$'$0e e1$s"$#- sys"e+• Cs" Es"$+%"e


27/41

DECISION MATRIJ

Criteria Wei

!t

S62te4

I)teratio)5Co)2o(idatio)

Sta)dardi7at

io) o3 IT

CRM

Mar8eti)Ca4*ai)

Cs" ?.?5 < 8.5 =

I+p'e+e#"%"$# T$+e ?.?5 < < =

!%# D$e!e#"$%"$# ?.8 .5 ? .5

Pe!,!+%#(e Me"!$(s ?.< 8.5 8 8

!%# A'$-#+e#" &

E1e(u"$#

?.5 =.5 8.5 <

Pe!s#%'$0%"$# ?.85 = 8 =

Tota( < 9+&


28/41

CURRENT O#Q SYSTEM

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


29/41

NEW O#Q SYSTEM

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


30/41

IMPLEMENTATION PLAN

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


31/41

Des$-#

• Us%)$'$"y• E#4use! ,!$e#'y

• C#s'$%"e/S"!e%+'$#e sys"e+• C+)$#e O#Q Rese!*%"$#s O#Q P!pe!"y M%#%-e+e#"

Sys"e+ %# O#Q CRM•

F!#"4es7 %((ess " %"%• Pu!(6%s$#- C$#- & D(u+e#"%"$#• E#su!e # 'ss , %"%• Es"$+%"e T$+e : M#"6s

Tes"$#- /Re*$s$#s & F$#%'$0%"$#

• Es"$+%"e "$+e 8 M#"6s

STAGE ONE

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


32/41

STAGE TWO

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS

I+p'e+e#"%"$#

• P'%##$#- & P6%se (#*e!s$#• Es"$+%"e T$+e 8 Ye%!s

T!%$#$#-

• E#su!e F!#" es7 p!pe!'y e1e(u"es CRM• I+p'e+e#"e )y IT spe($%'$s"s >QA

• < 3ee7 pe! 6"e' %# ? 6"e's pe! 3ee7• Es"$+%"e T$+e O#-$#-

E0*a)2io) Yr , Yr " Yr 9 Yr $ Yr %

Hote(2


33/41

PERFORMANCE METRICS

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS

• A QR (e # !+ 7ey ,! (us"+e! ,ee)%(7

• Ne3 SALT >S%"$s,%("$# %# Ly%'"y T!%(7$#- ues"$#s *e!%'')7$#- e1pe!$e#(e 3$"6 #e3 sys"e+ R%"$#- # %)$'$"y " +ee"!eu$!e p!e,e!e#(es


34/41

Re*PAR PROECTIONS

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS

8??:.? 8??@.? 8??9.? 8??.? 8?


35/41

CONTINGENCY PLAN

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS

• E#(u!%-e (us"+e! $#"e!%("$#

• E1%+p'e F! Mus"%#- C'u)

• u$' Ly%'"y )%se

• U"$'$0e e1$s"$#- sys"e+


36/41

CONTINGENCY PLAN

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS

• Us$#- "6e -ues" %"% " "%!-e" +%!7e" se-+e#"s

• L%u#(6 % Cus"+e! Re'%"$#s6$p M%!7e"$#- C%+p%$-#

• S($%' Me$% M%!7e"$#-

• TV & P!$#" %s

•

F(us , (%+p%$-# 3$'' )e (!e (us"+e!s us$#- O#Q %"% %#

SALT su!*eys " (''e(" $#,!+%"$# %)u" %# (++u#$(%"e

3$"6 (us"+e!s

•

Cs" Es"$+%"e


37/41

SUMMARY

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS

I+p'e+e#"%"$# & T!%$#$#-

>8 Ye%!s

Des$-# & Tes"$#-

>9 M#"6s

CRM

>5 Ye%!s

Re+e'%'' u#$"s

>O#-$#

-

Opp!"u#$"y/Key Issues

• !%# $e!e#"$%"$#

• M#$"!$#- Pe!,!+%#(e

• Cus"+e! Pe!s#%'$0%"$#

• A'$-#+e#" %# E1e(u"$#

P!pse A'"e!#%"$*e

• I#"e-!%"$#- e1$s"$#- Sys"e+

• A Cus"+e!

Pe!s#%'$0%"$# %#

Fee)%(7 C+p#e#"

•

C%(6 F!#" es7 S"%• M#"6'y Pe!,!+%#(e

Rep!"s


38/41

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS


39/41

COSTING

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS

< >5???? 5? 9M :5M B 5???? 5? 9M :5M B 98 ??? ???

???? 5? 5?M < B 5@ 5?? ???

=???? 5? 5?M


40/41

COSTING

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS

u-e" B =#+


41/41

COSTING

OPPORTUNI TY

PORTERS 5

ALTERNATIVES

IMPLEMENTATION

CONTINGENCY

SUMMARY Q&ASWO T

FIN.ANALYSIS

F$#%#($%'s4 %s$s ,!C%'(u'%"$#s

Re*PARI#e1

>"e' Re*PAR/ (+pe"$"$*e se" Re*PAR

Presentation Hilton 1 120617170127 Phpapp02

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Transcript of Presentation Hilton 1 120617170127 Phpapp02