CRM system for international hotel
Development and implementation of a Customer Relationship Management System in a hotel
This Dutch owned hotel in Kathmandu, the capital of Nepal, operates 75 rooms and apartments for the higher middle class of European and American mountaineers and mountain tourists. The hotel is equipped with an – for its segment – extensive and progressive ICT infrastructure, consisting of an advanced reservation system and various linked services, such as modern phone and mobile internet connection systems and “point of sales” outlets throughout the hotel. The hotel is characterised by a unique hospitable and very warm atmosphere of western service with a “Nepalese flavour”.
The assignment to my company was to develop and implement a simple but useful Customer Relationship Management system, which would be of service to the steady international clientele of the hotel in various ways, both inside and outside the tourist seasons. The system is linked to a “state-of-the-art” website with various interactive possibilities for reservations and news provision. The system was developed in MS Access / VBA.
Customer Analysis Project
Implementation of a Customer Analysis Project in a bank
The product organisation “Cash Management and Transaction Services” is responsible for all products and services on the credit side of the bank. Among these are Current Account products but also various types of online payment systems for businesses and support of business credit and procurement cards. Furthermore, this business unit is responsible for the administration of bank accounts of large Dutch (subsidiary) corporations abroad, under the name “International Desk”.
The assignment to my company was to design and introduce a customer analysis model, which would provide a clear insight into the legal relationships between the Dutch mother company and the foreign subsidiary for the bank’s commercial employees. For this purpose, I used existing data warehouse applications in the bank’s international network. By smart linking data from various sources and processing of this data in automated management reports, I created a detailed management information system, which was launched on all International Desk locations.
Document Management System
Implementation of document management system in a city council
This 35.000 inhabitants city in the province of “North Holland” plays a progressive role in offering online services to its citizens through Internet. Besides it was one of the first Dutch cities in the regions that switched from the old “directorate” governance model to a performance-oriented organisation of departments and line managers. The IT infrastructure got redesigned as well, both in the “soft” and the “hard” sense. One of the core developments was the introduction of a document management system especially designed for public governance organisations. This system combines digitised document traffic with detailed administrative process control and provides much better insight in decision-making procedures for both citizens and civil servants.
The assignment to my company was to coordinate and conduct the implementation of this document and workflow management system. Besides developing and conducting a comprehensive classical training programme for over a hundred civil servants, this assignment consisted of shaping and redesigning internal processes, ad-hoc support of all parts of the organisation in adopting the system, maintenance of all supplier contacts and participation in a regional user forum of cities in the same region.
MI Data Warehouse System
(Co)development and implementation of a Management Information Data Warehouse and related tool set in a bank
The staff department Client Management & Information Systems plays a crucial role in the support of the business unit Corporate Clients (the Dutch “large enterprise” segment, excluding multinationals). This department is specialised in detailed and complex management information reporting and development and support of tailor made front-end applications. Both activities are being supported by a financial data warehouse, developed in-house by permanent staff. Mid 2005, the development and support of this data warehouse and all corresponding front-end applications have been assigned to a dedicated support team of four people.
The assignment to my company was to (co)develop the data warehouse and all related front end user applications. All developments were done on a locally administered MS Access / VBA platform. At the input side, the data warehouse automatically retrieves various types of data from over thirty different source systems and departments within the bank. At the output side, dozens of databases, applications and automated reports are being distributed on weekly or monthly basis to over a hundred employees, among whom management teams, financial analysts, controllers, account managers and commercial staff.
MI Viewer and Reporting System
Launch of management information support viewer application in a bank
The staff department Client Management & Information Systems plays a crucial role in the support of the business unit Corporate Clients (the Dutch “large enterprise” segment, excluding multinationals). This department is specialised in detailed and complex management information reporting and development and support of tailor made front-end applications. Both activities are being supported by a financial data warehouse, developed in-house by permanent staff. Mid 2005, the development and support of this data warehouse and all corresponding front-end applications have been assigned to a dedicated support team of four people.
The assignment for my company was to train this support team towards a level of being able to fulfil all development and support tasks assigned to them – in a time frame of four months. In order to achieve this, I defined team roles that were assigned to the responsibility for one or more so called “domains”. Working from these assignments and domains, I developed and conducted a set of trainings to enhance the team skills towards the desired level step-by-step. Various departments within the bank were involved to assist in this process through “guest lectures” and departmental workshops. Besides this, I delivered ongoing support on daily operational issues both to the internal clients and to the departmental staff itself.
Online Administration Manager
Development and implementation of an online Administration Manager for NGO’s and small companies
- The NGO Administration Manager is the ideal online administrative solution for small development and non profit organisations.
- Manage your programmes, donors, cash flow and employees in a single and easy-to-use interface.
- Create professional Excel and Word reports on anything from programme expenditure to salary payments.
- Send automated reply or reminder email alerts to stakeholders inside and outside your organisation.
- Provide your donors with state of the art line, stacked or pie charts on any data.
- Compatible with the Nepali fiscal year and taxation system.
Online Factory Report Manager
Production monitoring system for a small organic compost factory
This production monitoring system is an online reporting tool on the production process in the compost factory. It has the following features:
- Registration of waste intake
- Registration of in house production and stock
- Registration of sales per product per day/quarter/year
- Management of customers and debitors
- Full reporting in MS Excel
- On screen performance graphs and pivot views
Online Investment Monitor
Development and implementation of an online Investment Monitor for small investors and investment brokers
- The Investment Monitor is the ideal online reporting solution for small scale investors and investment brokers.
- Review consolidated fiscal year balances and profit & loss statements in one glance.
- Manage sales, cost, operational expenses, salaries and production figures in a single and easy-to-use interface.
- Create professional Excel and Word reports on anything from balance statements to annual trend analysis reports.
- Send automated reply or reminder email alerts to stakeholders inside and outside your organisation.
- Provide your investors with state of the art line, stacked or pie charts on any data.
- Analyse your data using the 25 most accepted financial indicators.
- Compatible with the Nepali fiscal year and taxation system.
Online Rescue Shelter Manager
Registration system for an animal rescue shelter
The online Shelter Manager is a compact and easy to use registration system for animal shelters specialised in dogs and cats. The system has the following features:
- Registration of the animal profile (name, age, characteristics, photo)
- Registration of the animal clinical history (treatments, medications)
- Registration of the animal vaccination history
- Registration of litters without a mother
- Vaccination calendar on daily basis
- Reporting on animal counts and locations, as well as required vaccinations (requires MS Excel)
- One page animal profiles (requires a PDF viewer)
The online Shelter Manager is compatible with desktop, tablet and smartphone browsers and can be used by an unlimited number of users within your organisation.
Quality Control System for factory
Modification of factory quality control system in a factory
The company produces complex electronic circuit boards in small circulations for traffic light installations, fuel supply / injection systems and other purposes. This production process is being supported by a quality control system, which both registers the quality of the used components and the assembly progress, based on measurements. The system was developed in Visual Basic 6.0 by an internal developer who left the company a few years ago. The application in itself still functions properly, but is in need of small modifications to enhance user friendliness and flexibility.
The assignment for my company was to conduct an investigation into the feasibility of a series of proposed modifications. For this purpose, I analysed and documented all source code and proposed and documented detailed source code changes, based on the modifications the customer requested. These proposals have been assembled into a Plan of Action, which can be executed at any time and by any developer skilled on this development platform. The Plan of Action was approved and endorsed by the customer.