As employees of XXX, we pride ourselves to be working in one of the most popular restaurant and believe that each employee who contributes his share for the growth of the company will reap the rewards of a long lasting amicable working relationship, gainful employability and compensation for his or her dedicated work. This drives the team to find improvements that will lead XXX to have a better competitive advantage over her competitors and at the same time to equip the members with skills in analyzing, researching and recommending improvements to the inefficiencies discovered in the process.
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The impact of the project must be able to realize the benefits and therefore proper implementation and follow-up of the improvements, whether in the trial runs, securing and installing of needed equipment and resources, plus training for the staff must be carefully documented. The team started off by setting the goals and objectives collectively and each member was assigned different tasks to analyze and research the given segment.
They are expected to review and understand the principles of Business Process Management, the Business Information System Design And Essential Reports, the Database Management System Design before proceeding to the system conceptual planning and implementation. The team seeks to introduce to analyze, review, improve and transform the current Business Information System for XXX Home Delivery System.
The goal is to create competitive advantages for XXX by refining the Home Delivery System to be more user friendly, reduce rejection rates due to manual recording thereby increase productivity, enhances data collection, data security, improve orders reporting, reduce costs and improve cycle-time of delivery of orders. 3. Competitive Advantages We have to ask ourselves if XXX has a competitive advantage over its competitors. Why did we end up analysing the flow of the home delivery system? XXX prides herself of her strong network, sizeable restaurant outlets and the capability of delivery service.
It also covers a bigger trade area in Singapore. Customers are able to order from anywhere in Singapore. eg. Jurong Island, Sentosa Island. The company has well differentiated its products/services within an industry segment eg. delivery service and has a large loyal customer base. However, the competitors are also increasingly competing with the home delivery programs and this is the very reason why the improvements of the home delivery system must bear fruits of the competitive advantages. Cost Differentiation Lowest cost across the Industry| Better product/service across the Industry| Industry-wide|
Lowest cost within an industry segment| Better product/service within an industry segment| Focus| 4The Business Process Management Before we continue, it is important to understand what actually is Business Process Management, or in short BPM. BPM is a continuous review and control of existing processes, whereby in time of a crisis, this methodology can be utilized to make certain that the processes are efficient and effective. This methodology should result in a better and more cost efficient organization. This segment details the current flow of the Home Delivery System as in (Figure 1).
As the team ran through the flow we encounter the following areas of inefficiencies: A. Self-Maintained Customer Credit Card Information. This database contains information from past records of customers who have used their credit cards for payment. As customers profile may have changed, the system does not has the capability to reflect their current status in terms of their credit worthiness. B. Payment through Credit Card via Call Centre. When the customer calls the Call Centre to place their orders and prefers to pay by credit card, the system utilizes their own in-house database to verify the order.
The Call Centre has no other option except to decide on the assumption that the credit card is credit worthy and manually records all orders. Figure 1: Current Business Process C. Order Processing and Kitchen Preparation. When the order is updated into the ARMS system (restaurant ERP system) it must be printed and the docket manually transferred from the dispatch monitor station to the kitchen station and kitchen staff starts the preparation. D. Dispatch Packing. Once the order is completed. The docket is manually transferred to the Pack Assemble Order for packing and subsequently for the driver to collect and deliver to the customer.
E. Credit Card Transaction Report. On a daily basis a Credit Card Transaction Report is generated by the ERP system to the Accounts Department for submission to the bank for verification. F. Bank Credit Card Rejection Report. When the bank validates the credit card transactions it will generate a rejection report if any and send it to the Accounts Department for their notification. Database Misalignment. The database for credit card verification which is a local self maintained database and the ARMS system are separate systems which are not compatible and therefore cannot support the process flow.
Should the accounts department receive a rejected credit card transaction, XXX has to do her due diligence of notifying the customer and at the same time arrange for collection of the payment in cash. From the current flow the team recognizes that there are inefficiencies in the system and that needs to be corrected. The team after reviewing, discussing and analyzing the flow has come up with a proposed flow that corrects the inefficiencies and enhances the system to take on a competitive advantage over its present system. 4. The Business Information System Design And The Essential Reports Not only does the team seek to improve the inefficiencies in the current system, but it also seeks to improve the Database Management Systems Design which will be explained in the next segment. (Figure 2) shows the proposed flow and below present the solutions to the inefficiencies labeled in the figure. A. Payment through Credit Card via Call Centre. The payment by credit card requested by the customer is verified immediately through the Bank’s Credit Card database, thus eliminating possible errors or recording.
This also eliminates in the case of the credit card being declined the issue of time loss in generating Decline Report, manpower to consolidate information and time to recoup payment from customer. This eliminates or improves in Figure 1 points A, B and F. B. Order Processing, Kitchen Preparation and Dispatch Packing. In reviewing this flow, the ARMS system is replaced by a Windows System which can handle the processing of the data and relay the orders directly to the kitchen and dispatch monitors.
This way the kitchen need not waste precious time waiting for the printed docket of the orders to be sent to them and can start the preparation of the orders. At the same time the dispatch monitor can send the orders to be printed for the dispatch rider to be sent together with the food to the customer. This improvement also creates costs savings by decreasing use of paper rolls needed to print the extensive dockets for the orders to the kitchen. This eliminates or improves in Figure 1 points C and D. C. Credit Card Rejection.
With the ability to check the validity of the credit card worthiness, the information can be stored and automatically stored into the new Windows System. It can then be updated automatically into the ERP System for generation of reports. This will also eliminate the time wasted in regenerating of invoices for cash payment for the credit card rejection and to have man-hours to collect payment from the customer. This is in correction of Figure 1 point E. Figure 2: Improved Business Process (See Next Page) Figure 2: Improved Business Process Database Misalignment.
With one system in place it increases the flow of data effortlessly and reports can be generated with accuracies and productivity is increased in the administration of the restaurant. This also helps in the saving of man-hours previously required, faster delivery of orders, minimize errors and optimize information into a single integrated database. Software| Review Review | | ERP| ImprovedProcedure| Report| ARMS| Procedure| TallyReport| Database Management Systems Design. As the current systems of data management are of different entities, it slows down the monitoring and tracking of the proceeds and reports of the business.
Information was not accessible immediately and overall efficiency was dependent on staffs to generate different reports before compiling them into useful information. With the new proposal of the system integration into a Windows System, the following benefits are able to be realized: a. It provides easy access to information as they were integrated whenever it is needed. b. It helps the HQ Department Heads or Managers to assess the status of the flow and thereby gives needy monitoring and tracking as required. c.
The Windows System allows data and information from an integrated database to develop useful reports to the management, sales and marketing departments. d. Potential of online ordering – with the option of ordering pizzas via the website, new and existing customers will have their particulars captured in the database. This enables the marketing department to utilize the information to generate the ordering trend of customers, purchasing patterns, feedback for improvements and possible enhancements of discounts to increase revenue and market share.
With the above benefits the management can utilize the information for future strategizing and managing of the business. f. Further to the enhancement of the systems integration, further benefits can be realized in terms of marketing potentials, relationship management and other benefits classified as per below: ERP System Automate Business Process ERP system is a system is a system the will be able to help the organization. We will look how useful the ERP system is to the organization in a few areas.
Human Resources – To handle human resource effectively, to see when and which new recruit will be in which outlet. The human resource department will be able to extract employee details in the system. This will help the organization as the will not be a case of too many or too little staff. Finance – This system will help the finance department to extract invoices to pay supplies and also to do payroll. Inventory – this will help the organization to keep Track all outlets stock count and purchase when stocks are running low. ERP system is a chain effect system.
Examples: Inventory purchase stocks, finance pay supplier. Finance will be notified when the stocks reach, Inventory will send the supply to restaurant Human resources department input new employee, finance will do payroll. This will help the organization to cut down cost as all the details are share in a system. System Conceptual Plan and Implementation Plan In order to achieve a more efficient and effective result as detailed above, the team recognizes that the following needs to be addressed and implemented:
A Windows System must run alongside the current ARMS system to troubleshoot, to generate potentially improvement in the flow and allow time to resolve teething issues. b. Generate a procedure together with the banks on how manual information without the physical credit card on hand can be allowed to determine the validity and credit worthiness of the customer for call-in orders. c. Reports generation, fine-tuning on useful, accurate and future strategizing data must be tested out during the trial period. d.
Daily review of the new system reporting must be tallied with the current reporting system to determine accuracies and functionality of the new enhanced system. e. Set timeline for the trial runs, set clear objectives to meet and run testing on the systems to determine rigidity and stableness of the reporting system. f. Assess potential costs savings and improvise to optimize the flow for enhancements. g. Set daily meetings with the management from the start, followed by weekly meetings when major issues are resolved and continue to monitor progress before meeting the set targets for full implementation.
Once the above are achieved, a full reporting to the management is envisaged and a weekly progress report is to be followed through with the new system in place.
Much of the time is spent in understanding how our analysis can help to create a more competitive advantage over our competitors. As employees of XXX we not only must understand the process flow but also to find out how the customers can benefit from the changes we are expected to do. Will the customers see the benefits of this change?
Will the staff who are running the operation finds it easier, better and more reliable? We have to consider the stake holders, the difficulties of the changes, the time and effort of each staff that can contribute to this change and the eventual reality of the final flow in operation. Much has been said and done, and the key now remains in the close follow-up of the implementation phase, with clear, open and immediate communications to those involved in the changes.
