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Centric Enterprise Systems At Comfort Transportation In Singapore

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1.Driven change or Digital initiative? Justify?

2. Describe the IT portfolio at Comfort taxi. Divide the systems in use according to their use in the organization?

3. According to you, does Comfort taxi have digital capabilities, If yes why, If not Why, Justify?


1. Driven Change or Digital Initiative

Driven Change is preferred over the digital change as there are many benefits of the former coming up. Though there are some advantages of the Digital change, but there are certain risks included in these. The risks indulged make it risky to be preferred. An organization may need to go through many changes during its life cycle in order to bring about the changes in the policy that are related to the digital initiative. The problem associated with the fact is that after changing the policies and implementation phase, the organization may become motionless for a specific period of time before any other change is applied and over write the previous ones (de Oliveira & de Almeida, 2016). It is said that an organization must go through changes over time or the organization will become less effective with the passing time. Over this period, the organization should look for more specialized tools and resources in order to bring about the changes. Therefore Driven Change is more appropriate and the most preferred one as with this changes in the organization can be done more effective and can be done when it is required and after implementing these changes, the organization will still be effective and in a working condition. Also driven change gives the flexibility to the organizations to change without hampering the current status of the organization (Sabharwal, 2014). Hence it can be said that Driven Change is more efficient Digital Innovation

2. IT Portfolio at Comfort Taxi

Figure 1: Anthony’s Pyramid

Source: (Setia, Venkatesh & Joglekar, 2013)

Comfort taxi has implemented the Enterprise Information System at its core of organization to manage everything that occurs within the organization including both internal as well as external. Internal factors indulges the Fleet Management System, Rental Management System and Driver Management System and on the other hand, Computer Enquiry System, Customer Complaint System, Retrieval System and CRM System fall under the external factors. There are many operations that are performed like call center performance, system performance, network performance and driver performance (Panetto & Cecil, 2013). The call center performance includes all the operations of calls. The system performance indulges all the bookings and payments done by the users. Everything related to the network issues, including website and applications falls under the network performance. It is the responsibility of the network performance to see and correct any network related issues. If any driver is performing  poor, Driver Performance system is responsible to evaluate and check it and proceed accordingly (Setia, Venkatesh & Joglekar, 2013). Hence, with the help of Anthony’s Pyramid, the organization can manage everything. The pyramid helps the company to evolve in a positive direction. Any fault related to the organization can also be evaluated and cured using the strategy mentioned.


3. Comfort Taxis with digital technologies

According to the Author, comfort taxis are installed with digital capabilities. Cab link system was installed initially in the organization, which was introduced in 1996. Initially, the system was controlled by the satellites and taxis were dispatched according to the response from the satellites. Cab link system has obviously made a great impact and made a mark on the users due to innovative technology. It was declared world’s first and largest taxi dispatch system to be present and the main thing why everyone loved it was because of its preciseness and full accuracy. It used the Voice Recognition System, which was first in its class and for the tracking purpose it used the GPS or Global Positioning System which was installed in every taxi to find out its location (Panetto & Cecil, 2013). With the help of GPS, users were easily able to track the location of their taxi that they booked and it also helped the new drivers to find the required destination without asking any customers or anyone who passes by. Inclusion of GPS has greatly helped everyone. The main advantage of GPS is that is very much accurate and is free of cost so anyone can use it without any problem. Also, the voice enabled system helped the drivers to navigate through the roads without taking out they vision away from the road (Setia, Venkatesh & Joglekar, 2013). Therefore, it can be said that Comfort Taxis were technically advanced and also were digitally capable.



de Oliveira, R. P., & de Almeida, E. S. (2016). Evaluating Lehman's Laws of Software Evolution for Software Product Lines. IEEE Software, 33(3), 90-93.

Panetto, H., & Cecil, J. (2013). Information systems for enterprise integration, interoperability and networking: theory and applications.

Sabharwal, A. (2014). Digital directions in academic knowledge management: Visions and opportunities for digital initiatives at the University of Toledo.

Setia, P., Venkatesh, V., & Joglekar, S. (2013). Leveraging digital technologies: How information quality leads to localized capabilities and customer service performance. Mis Quarterly, 37(2), 565-590.


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