"We could get customers to register as ‘members’ on-line. This would enable the Club to collect marketing information and to provide customers with a ‘passport’ when making reservations for events and travel arrangements."

"Ideally we would allow customers to browse forthcoming events on-line, from the comfort of their own homes, and to make reservations immediately."

"Payment could be taken electronically; both at the point events are booked, and whilst the customer is actually at the Club. An on-line food and drink ordering facility, perhaps at each table, would avoid some of the customer irritation we see at particularly busy events."

"We would have the opportunity to collect extensive customer data for marketing purposes. This implies the need for a marketing role and a new set of marketing-related activities. We could ask customers to complete customer satisfaction surveys."

"What will happen to the receptionists if/when they are replaced by a new system."

"Our bar and catering staff will have to be trained in the use of the new computer system for retrieving orders. In fact, training will be essential for all staff who use the system."

"If we introduce a new organisation into our world; i.e. the travel firm (indeed, it might be several operators), how can we develop a productive working relationship with them."