Mobile Ticketing System Implementation For Rose Hill Transport Limited

Projects in the Organizational Context

In this advanced era of technology, most of the businesses are becoming completely dependent on technologies. The organization selected for which the project is proposed and prepared in this report is Rose Hill Transport (RHT) Limited. This Mauritius based organization offers international services and established in property, Logistics And Transport market. The head quarter of the organization is located in 14 Hugnin Road, Beau Bassin-Rose Hill, Mauritius. RHT Ltd is an integrator of innovative solutions that gives transforming mobility, investment needs and technology globally (Rose hill transport company 2022).  

The vision of the company is to make people’s life easier through developing innovative solution those are much efficient, sustainable and economical as well.  Due to huge rush of passengers many people fail to avail seats in the buses. In order to manage this disorder and to give better transportation facilities, the company has decided to implement a Mobile ticketing system (Soboleva and Karavaev 2020). The mobile ticket booking system will allow customers to book their preferred seats in advance.

Organizational change is the movement of an organization from one state to a completely different state. It can be executed in different forms. Based on the organizational structure, feature, size and market presence the forms change. Such changes modify the strategy, procedure, technology, culture and overall structure of the organization. Projects can bring measurable change in organizations. Projects are the central to the comprehension of organizational profit like increased revenue, reduced operation cost, enhanced market share, enhanced services and sustainable growth (Pinter and Cisar 2018). The different organizational change theories usually considered by the organizational leads are systems, organizational development, complexity and social worlds. These aspects help to emphasize the role of conflict, goals, people as well as evolution as drivers for the organizational change.

The implementation of an online ticket booking system is conceived because it will help the customers to prepay for booking seats and rent transports as well. The selected organization requires change because it operated in 4 different countries with 6 offices, 8 business segments, 400 employees, huge customers and 25,000 daily bus passengers. The project is important because with changing days, the numbers of customers are increasing for the organization. The change will help the organization to gain commercial benefits and long-term sustainability as well.

The nominated organization Rose Hill Transport Limited requires changes because each business aids to enhance the numbers of customers, brand popularity and revenue generation as well. Mobile application helps to bring all these features and assists the business to find multiple opportunities towards sustainable growth. Nowadays, 80% of total population use smart phones and can avail the facilities offered by mobile app. RHT Limited offers huge transportation services to 6 different countries all over the world. Due to quality logistic services, people are also found eager to utilize the services provided by the company. However, due to growing numbers of customers and manual ticketing system the passengers use to trouble with their seats (Coorey et al. 2018).

SMART Target

The targets for the project are as follows-

• To design and implement an online ticket booking system within 4 months and $80,000 budget
• To operate with approximately 25,000 buses in the city
• To give the customers a user-friendly system with easy navigation

In order to book seats, the passengers are bound to stand in the queue and buy tickets. This process was time consuming. In fact, the possibilities of error occurrence are also found very high in that situation. In order to reduce the possibilities of errors occurrences and make the overall business process efficient, RHT Limited has planned to implement a mobile ticket booking system.  Kerzner (2019) stated that, any business finds mobile application as the best event option for discovering potential consumers from different geographical boundary (Vujovi? et al. 2020). The organization has contracted a start-up IT app development company to design and implement the ticket booking app. The mobile app to be developed can be operated by both iOS and android users.

In order to implement the change in RHT Limited, Lewin’s change model is expected to use. The model is comprised of three stages in terms of unfreezing, movement and refreezing.

Unfreezing- With respect to change, the human behaviors are also needed to be identified. The existing employees of the company are needed to be surveyed to determine what changes are required to grab customer attention and gain more commercial profit. Then the project manager should also determine why the changes are required. The project manager needs to communicate the changes using long-term vision.

Change- During the evaluation process, two essential successful drivers that are to be considered include information flow and leadership. The project manager needs to communicate the problems and the effectiveness of the changes. The project manager should promote as well as empower the actions. For implementing the ticket booking system, the project manager must involve another team as much as possible.

Refreeze- In order to sustain changes, effective activities, proper implementation strategies and processes are needed to be implemented. The project manager should offer proper training, support actions and communicate the changes as well.

This particular project is conceived because, in this new era of technology becoming competitive is very essential. In other words, to stay competitive implementation of technology-based advanced supporting systems are very important. Besides web application, mobile application is the other supporting platform used by most of the business organizations. For RHT Limited, implementation of mobile ticketing system is important because it will help the organization to establish a top-level brand value and also help to become a competitive in the market (Chawla et al. 2018). The passengers will not require to wait in the queues for longer time to buy tickets or book a seat. It will provide more value to the customers. It will also help to bring stronger brand.

Project Types and Execution Models

The online ticket booking system will connect the customers easily with RHT Limited services. The conceived project will improve customers loyalty and utilize the social media channels. It will also help to build direct, customized and personalized marketing channel. The customers will be able to access the service 24X 7 hours and that too from any location (Nicholas and Steyn 2020). The company will be able to reach high level customer engagement level successfully.

Facilitating this change in terms of implementing e-commerce mobile app in RHT Limited is important because, it makes the process faster and personalized. It improves the employee’s productivity, increases search engine optimization potential of the website and reduces operation time and cost both.

According to PMBOK, project is defined as a set of sequential activities to be completed to attain specific outcomes or objectives within preliminarily specified time and budget. different types of projects are run by different organizations. The different types of projects considered and executed by organizations include- manufacturing project, construction project, management project, research project, software development project. administrative projects and others.

Project execution model is defined as a stage gate project model which is consists of five chronological stages. In order to successfully accomplish any projec6t all the stages are very important to be followed properly by the project team members under the guidance of project manager (Lotfi et al. 2022). The five phases of project execution are- initiate, analyze, execute and realize. Some of the project execution models widely used in the organizations to reach the project objectives are agile, waterfall, Kanban, scrum, lean etc. Depending on the features of the projects, the best suited execution model is selected and followed by the professional teams to execute projects successfully.

The nominated project is implementation of e-commerce mobile app for RHT Limited. The project to be executed is a software development project. For executing this mobile app development project, the execution model to be used is waterfall model. Each developer uses waterfall model for execution of software because this approach is straightforward. It enables the project manager and team to define all those areas to be considered effectively to begin a project. waterfall model makes the process easier to set both the start date and end date, milestones and deliverables. Waterfall was the first software development model introduced industrially (Tereso et al. 2019). This model is also referred to as a linear sequential life cycle model. This model is simpler than other models to use.

The valid execution model considered for this project is waterfall. It is completely justified because it allows better project control and departmentalization. Using this model schedule can be successfully set by specified duration and deadlines. It ensures that the project team members will be able to complete each stage as per the timeline set earlier. This model is very easy to understand the simple as well. Using this model, the project handling approach becomes easier. The project manager can deliver specified activities and deliverable using waterfall. It gives easy to arrange tasks. Executing this model, project execution is easier because it connects all ensures all the stages are interconnected (Zareei 2018). In fact, this approach does not allow any changes to be incorporated into any stage during the life cycle stages.

The project manager can clearly define the project life cycle stages with clearly understandable milestones. It ensures that, all the project development stages will be completed as per the assigned timeline. Thus, the decision is absolutely justified. In order to manage the mobile app execution project, new technologies are found very important to exploit (Alnaggar and Pitt 2018). New technologies exploitation is also defined as utilization of new technologies for improving the performance of the business or project. the technologies used for the ticket booking mobile app development project include-HTML, CSS, PHP, MySQL, Apache2.

The layout of the pages will be designed using HTML. CSS will be used to design the application to make it look more attractive. JavaScript is used to validate the tasks and the overall animation will be developed followed by JavaScript. The frontend logic and business are designed using PHP (Susilowati et al. 2021). For storing data and all other confidential information, MySQL database will be used. It is expected that, the project will run over Apache2 server. The app can be run through XAMP or any other valid platform. The supporting operating system that can be used for the project are- Windows, MAC, Linux. Any of these platforms can be used. However, for this project, Linux is supposed to be used.

Before final execution of the online ticket booking system, the project manager should conduct unit testing, integrated testing, functional testing, security testing and user acceptance testing as well. The project progress should be successfully monitored throughout the development life cycle. Change request is another essential action to be taken. For this project training and development program is also needed to be arranged and implemented.

The project closure stage is accomplished followed by stakeholder’s signoff, resource release and collection of warranty manuals.

Figure 1: Waterfall model for the project

(Source: Tereso et al., 2019, p- 19)

In order to design and execute the mobile app development project, it is very important to consider all project management knowledge areas in terms of scope, cost, time, quality, resources and communication. The project proposal includes- planning, resourcing, monitoring, control, budgeting and quality assurance. The proposed proposal should be shared to the RHT Ltd company steering committee members to get final approval.

Planning- For the design and implementation of the mobile app for RHT Ltd, a proper planning is needed to be prepared by the project manager. Before beginning the project, a scope documentation is needed to be prepared. The scope document shows the outline of the project including objectives, goals, aim, constraints and assumptions and success criteria. The scope document or statement of work (SOW), should be clearly presented in the document. Most importantly the document must be shared among all the team members to make the project requirement clear to all.

Besides scope documentation, schedule is the other knowledge area or aspect to be considered. Depending on the project specifications it can be said that, the project should be accomplished within 4 months. for reducing the project complexity, the large project should be segmented into smaller parts. Each segment is known as activities. The duration will be allocated to each After that, a clear budget is also planned for the project. For the ticket booking app development project, the total estimated budget is MUR 80,000. The project manager must play the role of the leader to assist and motivate the team members (Zouid El Bakkali 2020). Before appointing the project team members, individual’s skills, pervious performances and experiences are needed to be evaluated. After that, the resources should be allocated to specific activities. communication is the best key behind project success. In order to design and execute the project within assigned timeline and estimated budget, it is very important for the team to communicate with each other frequently.

After, fixed periodic interval, effective communication is necessary to be performed. Throughout the project cycle, the project manager and team should use open communication strategy. Open communication will give a common platform to all the project team members so that they can stay updated with latest news and share their feedbacks and opinion with others.  The project manager should also develop quality management plan supported by quality plan, quality control and quality assurance (Silva et al. 2019). Apart from that, effective risk management plan is also needed to be developed. Unless the project is executed successfully, the project manager should monitor the progress using proper tools and techniques.

Scope- Scope is the most important part of project management which clearly demonstrates the project requirements, goals, objectives and outcomes.  A statement of work must be created in this stage and shared among the team members to make the project requirements and client’s expectation absolutely clear.

Resourcing- Resource management is an important part of project management. In order to execute the project for RHT Ltd, it is very important to incorporate adequate resources. Both human and physical resources are needed to be identified and allocated to each life cycle activity. The human resources proposed to be incorporated to the project are- project manager, operation manager, finance manager, system developer, business analyst, tester, coder, programmer, analyst and consultant. The physical resources proposed for executing the project are hardware and software (Fathia, Pratamand Hasibuan 2019). The resource management plan should be developed after clearly determining the project goals and resource needs. Then the available resources should be matched to the activities to ensure that, specific resources are assigned to specific activities. Then correct amount of time for each activity must be budgeted to avoid overallocation and resource mis utilization. The performance of the resources must be traced throughout the project life cycle using valid tools.

Scheduling- Scheduling is the other area must be proposed for the project. The project schedule is connected to scope, budget and resources. As soon as the project scope will be developed the schedule management plan must be developed. The schedule has to be done depending on the complexity of the activities. The duration to be assigned to each activity must be followed by the resources to avoid delay delivery (Ngetich and Gakuu 2019). Before start working on the project activities using any professional project management tool the schedule should be developed. For this project it is proposed that MS project tool will be used to create the schedule. The schedule will be presented in terms of bar chart. The dependencies among the activities and the assigned resources to each will also be clearly shown in the schedule. 

The project is proposed to be completed within 4 months and $80,000 budget. The project will initiate on Tue 01/03/22   and completed by Mon 26/09/22. The detail timeline for the proposed project is presented in the below section-

WBS	Task Name	Duration	Start	Finish
0	Mobile app schedule	120 days	Tue 01/03/22	Mon 15/08/22
1	Phase 1- Project initiation	12 days	Tue 01/03/22	Wed 16/03/22
1.1	Scope identification	6 days	Tue 01/03/22	Tue 08/03/22
1.2	Team allocation	6 days	Wed 09/03/22	Wed 16/03/22
1.3	Feasibility analysis	3 days	Wed 09/03/22	Fri 11/03/22
1.4	Milestone 1- Handover project initiation document	0 days	Wed 16/03/22	Wed 16/03/22
2	Phase 2- Planning	19 days	Thu 17/03/22	Tue 12/04/22
2.1	Identify legal obligations	3 days	Thu 17/03/22	Mon 21/03/22
2.2	Documenting user role	2 days	Thu 17/03/22	Fri 18/03/22
2.3	Reporting	2 days	Tue 22/03/22	Wed 23/03/22
2.4	Scheduling	6 days	Thu 24/03/22	Thu 31/03/22
2.5	Budgetary plan	6 days	Thu 24/03/22	Thu 31/03/22
2.6	Administrative planning	8 days	Fri 01/04/22	Tue 12/04/22
2.7	Milestone 2- Completion of project planning	0 days	Tue 12/04/22	Tue 12/04/22
3	Phase 3- project execution	55 days	Wed 13/04/22	Tue 28/06/22
3.1	UI/UX design	12 days	Wed 13/04/22	Thu 28/04/22
3.2	Storyboard design	15 days	Wed 13/04/22	Tue 03/05/22
3.3	Wireframming	6 days	Wed 04/05/22	Wed 11/05/22
3.4	HTML, CSS coding	8 days	Thu 12/05/22	Mon 23/05/22
3.5	Layout	6 days	Tue 24/05/22	Tue 31/05/22
3.6	Graphics design and navigation	8 days	Wed 01/06/22	Fri 10/06/22
3.7	Database connectivity	12 days	Mon 13/06/22	Tue 28/06/22
3.8	Milestone 3- Execution of Prototype	0 days	Tue 28/06/22	Tue 28/06/22
4	Phase 4- Project testing/ monitoring and control	22 days	Wed 29/06/22	Thu 28/07/22
4.1	System testing	5 days	Wed 29/06/22	Tue 05/07/22
4.2	Functional testing	3 days	Wed 06/07/22	Fri 08/07/22
4.3	Security testing	8 days	Mon 11/07/22	Wed 20/07/22
4.4	Acceptance testing	6 days	Thu 21/07/22	Thu 28/07/22
4.5	Milestone 4- Implementing changes	0 days	Thu 28/07/22	Thu 28/07/22
5	Phase 5- project closure	12 days	Fri 29/07/22	Mon 15/08/22
5.1	stakeholder’s signoff	4 days	Fri 29/07/22	Wed 03/08/22
5.2	resource release	3 days	Thu 04/08/22	Mon 08/08/22
5.3	collect all warranty manuals	5 days	Tue 09/08/22	Mon 15/08/22
5.4	Milestone 5- continuous improvement plan	0 days	Mon 15/08/22	Mon 15/08/22

Figure 2: Gantt chart for the project

(Source: created by author)

Budgeting- The net budget estimated for the ticketing app development project is MUR 80,000Budgeting process is necessary for the project to plan and control cost associated to the proposed project. before finalizing the project budget, the project manager should conduct a feasibility analysis (technical and economic both). The feasibility analysis will ensure whether the project is feasible for the organization or not (Borkovskaya 2018). Budgeting process is linked to resource plan. The budgeting process will be conducted followed by resource identification, cost estimation for each, cost budget and cost control.

Monitoring- For the ticket booking app development project, periodic progress monitoring is very essential. Whether the app’s functions are running as per expectation of not is checked during this stage. Whether the project is progressing according to the plan or not must be checked using effective project monitoring tool. It is proposed to design an efficient planning for project monitoring progress. After that, effective report management mechanism should be reported. The project manager should recommend for further areas for improvement. Finally followed by proper guidelines the project progress should be monitored (Jafarnia, Soltanzadeh and Ghiyasi 2018). Earned value management (EVM) is the best project monitoring tool proposed for the project manager. Using this tool, the project manager would be able to determine the differences between the actual progress and the planned progress. Some calculations are also performed to make the measurement clear. EVM will help to calculate the CV, SV, SPI. CPI, TCPI values. Based on these values the progress will be measures.

Control- This process encompasses procedures, resources, planning tools during the project cycle. For any project proper control is necessary to keep it withing the boundary of scope, cost and budget. In order to control the mobile ticketing system project, the project goal should be defined first and keep them properly adaptable. After that, the project scope has to e understood. The project manager must communicate with the team members regularly through either face-to-face meeting or video conference. After that, the project manager must encourage effective teamwork by setting clear expectation (Darmaningrat et al. 2019). The potential risks that may be occurred during the project cycle should be managed by the team members. For completing the project as per Rose Hill Transport company’s expectation, each process is proposed to be properly documented and updated respectively.

Quality assurance- The specific components pf quality management that the project manager and team should maintain to create a functional mobile ticketing app are quality assurance, control and continuous improvement. The mobile app should be fully functional, user-friendly and secure for the passengers who will book their tickets using this app. It is proposed that, the UI/UX of the app has to be very attractive with clear navigation. It will attract more passengers from all the 6 countries.

The app should be user friendly so that passengers of any age group can use this. The app must have a secured payment gateway to ensure that, the passengers who will book their tickets using online payment are all fully secured (Blumesberger 2020). The app proposed to be developed for Rose Hill Transport will be declared as successful, if it successfully identifies the target demographic, encourage user engagement, develop beautiful UI/UX design, follows all platform design level guidelines, user friendly scree, responsive and frictionless navigation feature.

For the ticket booking mobile app development project of Rose Hill Transport, the role of the project manager is designed to make sure that adequate attention is provided to leadership, ethics, administration, management and ethics as well. The app development project is not a long-term project. Therefore, throughout the project cycle, the project manager should be focused on each activity. For this project an experienced project manager will be appointed. The project manager must possess leadership skills to direct and motivate the project team members throughout the project cycle (Heldman 2018). the project manager will play the role of the ultimate decision maker to avoid potential conflict causing situations. The complexity of mobile ticketing app project, will be reduced by development of WBS. The project manager should develop a common goal and ensure that all the team members are focused on the common goal.

It will be responsibility of the project manager to create the project objectives supported by processes, duration estimation, schedule development and schedule control. The project manager is only responsible to manage the deployment level deliverables of the project. The project progress and roadblock tracking will be monitored by the assigned project manager. Apart from that, the PM should be a good speaker, listener and communicator. Communication is one of the best keys behind project success. It is responsibility of the project manager to communicate with the project team members frequently to gather feedbacks and analyze progress status (Soltan and Ashrafi 2020). The project manager must play all administrative responsibilities during the app development project cycle. In order to create a helpful and supportive workplace environment, the project manager should use open communication strategy. This formal communication style allows the team to share their opinion and ideas regarding the project.  The project manager should always have alternative plan and additional resources to manage and avoid difficult situations. The project manager must frequently communicate with the client regarding the progress. 

This structure will reduce the complexity and breakdown the project into smaller parts. The PM should plan the project from execution to final delivery. The project manager will be responsible to manage the project development activities like resource management, activity management and resource management. The project manager can negotiate the resource’s job responsibilities to manage and achieve their preliminary commitment. The project manager will define the milestones in the project schedule to make sure successful accomplishment of each stage (Vega Bautista Jr and Tri Prasetyo 2020). For managing relationship with the team members, the project manager should communicate with them frequently. During the project cycle, the project manager should ensure that professionalism is maintained and proper workplace ethics will be maintained to avoid any risk occurrences.

Risk is the unwanted event or situation that occurs during the project cycle to restrict project progress. For any project, it is mandatory to develop a risk management plan. A successful risk management plan helps the team to frame regulatory challenges. By building better defense to class action. It will also help to provide effective support and insights to the board of directors. For managing potential risks related to the project, the process to be followed by the project manager and team are comprised of some stages like risk identification, risk analysis, risk mapping and risk mitigation strategies. According to this process, the project manager should first identify the possible risks that may impact the project performances and progress as well (Tereso et al. 2019). After that each risk identified should be analysed based on its impact and probability of occurrences. Then the risks will be mapped based on the impact and probability scores. After the triggers are prioritized, mitigation strategy for each risk. In order to develop the risk management plan, the document to be developed by the project manager is risk register.

Risk register is the document used to identify probable setbacks within the project cycle. Using this process collectively risks can be identified, analyzed and solved as well. For this project, some possible risks are proposed and their mitigation strategies are also proposed. Risk identification is the first stage to be performed to develop a management plan. The risks are proposed to be identified using some valid tools such as risk analysis questionnaire, process flowchart, financial statement analysis and detail inspection. Risk assessment process is used for analysing potential hazards for which problems and situational risks may occur for this ticketing app development project (Martins, Ribeiro and Duarte 2018). For analyzing the risks, a standard matrix of impact and probability must be used. The matrix will help to analyse the probability of occurrence and impact of each risk. After that, individual risks should be prioritized. It is known to all that, impact of each risk on the project are not same. Some of the risks are more harmful than others. In order to manage those risks risk management strategies are needed to be developed. successful risk management plan will help the project manager to avoid the occurrences of these risks. The risk response strategies that are proposed to be used for the identified risks are avoidance, acceptance, transfer, mitigate.

The risk assessment matrix (in terms of impact, probability and score) that has to be followed to complete the project is presented here-

Risk ID	Risk name	Impact	Probability	Score	Mitigation strategy
R1	Overshooting project budget	Major 4	Possible 3	High 12	The finance manager should conduct feasibility analysis before finalizing the project budget
R2	Inadequate communication among the project team members	Major 4	Unlikely 2	Medium 8	The project manager and team should use open communication strategy
R3	Selection of improper testing platform	Major 4	Possible 3	High 12	The project manager and tester need to implement proper testing platform followed by alpha and beta testing
R4	Inadequate skills among the staffs	Major 4	Unlikely 2	Medium 8	Before appointing the project team, individual’s performance should be evaluated successfully.

The three most important tasks that are needed to be performed in the closure phase are- stakeholders signoff, resource release and continuous improvement plan.

Stakeholder signoff- For successful completion of any project, stakeholder satisfaction is very essential. Both the internal and external stakeholders are the essential assets in project. In the closure and evaluation stage, as soon as the project will be completed, the stakeholders should be signoff. It means that, the stakeholders will no linger part of project plan however in case of any emergency they can be incorporated again.

Resource release- The performance of the resources are the reasons behind project success. During the project cycle, all the resources should perform effectively and ensure that, they are focused on the project objectives (Dalcher 2019). During this period the resources are not be allowed to take part in any other project. Once the project is completed the contract will also be finished and the resources will be released eventually. After that, the resources can engage themselves with other projects.

Continuous improvement plan- CIP incorporates a set of activities to be developed for bringing gradual improvement in the ticket booking app. Through continuous review, analysis and action plan the app can be improved further. A very simple framework can be developed for implementing these changes. After that, cross departmental plan should be developed. Respectively a practical plan should be developed followed by the ongoing program. Finally, change requests can also be dropped to implement changes. Once the change request will be approved, the project manager can process the changes for further improvement. A project closure and evaluation framework is presented below to give more clarity to the stakeholders-

Figure 1: Framework for the project closure and evaluation

(Source: created by author)

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