System Analysis of a resteraunt And Design

Introduction

Through the years, technology has grown to become a very vital aspect in our lives. Almost every task in our everyday routines involves the assistance of technology’s innovations. This includes us being able to acquire our everyday needs with most ease and convenience. Among these needs include food. More and more restaurants have developed strategic systems and services to enable their hungry customers to obtain the food they desire within a shorter period of time. These services include doorstep food delivery, catering services and online ordering.

Apart from all those services, Sue and Tom Bickford have managed to come up with a very convenient restaurant meal-delivery service. Patrons of a variety of restaurants are able to order their desired food via a simple phone call without having to leave their homes. This brainchild of theirs has been branded Waiters on Wheels, or simply dubbed as WOW. The main objective of WOW is to increase convenience and reduce time consumption for people when it comes to getting their meals.

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Overview of the Current System

Waiters On Wheels have only been dealing with two restaurants initially and one driver to deliver the meals to their customers during the dinner shift. However, WOW has been expanding and the numbers of restaurants they are contracting with have been increasing as well.

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Besides that, WOW does not utilize computers in their daily transactions. The current system of WOW is using only telephone services to obtain orders from customers. WOW has a limit of 10 lines available for this service. Moreover, WOW is currently using the “paper-and-pen” method when taking orders from customers. The staff will note all the orders placed by the customers, and sequentially sends the details to the delivery man. The delivery man will then head to the location based on the project.

Publicity of WOW is not much of a widespread. Their funds are to support advertising as well. Flyers printed are simple, only in black and white and are given throughout the most common places in the Klang Valley such as the Bukit Bintang area, Petaling Jaya area, and Titiwangsa area.

Problems

With reference to the overview of the current system, a number of problems faced by Waiters On Wheels has been identified. First of all, the system currently being implemented for WOW’s transactions is not effective. It may suffice for their previous operations which only involved two restaurants. However, presently they have been expanding in terms of the number of restaurants as well as customers.

WOW’s current system lacks the ability to keep track of all the customer orders and other details in association with their daily transactions, such as customer details as well as sales reports. This is due to the fact that there hasn’t been any usage of computers in their operations. With a computerized system, WOW will be able to swiftly get their hands back on a specific order and update the details with the restaurant selected in case of amendments done by the customer. This can help make transactions by the employees faster and easier. According to the current system, vital data can’t be stored effectively with easy access to them later on. This causes difficulties when the customer calls again wishing to change their order and also wastes the employees’ precious duty time.

The current system in WOW is only using telephone services to customers. WOW only has 10 lines available for this service. This will become a huge bottleneck when peak hours come; of the customers during lunch breaks and dinner times. As a result, the customers will have a hard time trying to call WOW for food reservations. This may lead WOW losing several customers as their service does not meet expectations.

Opportunities

By using the new system, the effectiveness of WOW can be improved radically. Firstly, the installation of computerized systems to completely replace their conventional “paper-and-pen” way of dealing with customers and their orders needs to be implemented. The company should purchase more than two computers to enable and effective backup system in terms of safe-keeping all vital information as well as having a preparative for the service in the event of computer breakdowns.

According to the current systems, WOW only does their business in certain areas; the company covers very little area. To earn more business and increase the popularity, WOW will expand the range of their coverage. Hence, it is best they open more branches of the WOW organization to increase efficiency of their services.

With the practical software inside the new computer, WOW can run their business easily and more effective. As mention before, the current system of WOW is using the ‘paper-and-pen’ method to take down the order from customer. With the new system, the whole menu will be listed and saved in the customized software used. Therefore, when a customer calls to make an order, besides the customer detail, the staffs of WOW just need to note down what order that customer require by clicking the list of menu that display on screen. Then again, the menu need to be categorized and arranged appropriately to avoid confusion among the staffs. For example, in Pizza Hut restaurant, types and sizes of pizza that offered are categorized accordingly in their menu. Moreover, 10 phone lines for the service is not enough, especially during increase during peak hours.

The drivers on the other hand are best contacted through the simple ‘walkie-talkie’ devices. These devices can cut cost, as well as transfer information regarding pending orders to all the drivers at once and receive confirmation of order collection immediately from specific drivers. When a driver agrees to collect an order and speaks it through his walkie-talkie, the operator as well as the other drivers receives this information. Besides that, information can be transferred at a higher speed, if compared to the conventional telephone calls.

Objectives

The owners, Tom and Sue had set several goals to be accomplished since 5 years ago. This system is to expand their service vicinity as far as possible. More parts were covered from time to time by opening new branches. Besides that, as the establishment goes, the customers’ service time is reduced. When this is implemented, the customers will tend to make more orders with WOW next time.

Other than that, the objective of WOW is to ensure the people will easily be able to get their food by us sending to them instead of them driving to the restaurant. WOW is meant to reduce the hassle of the people to go out to buy food since nowadays the petrol prices which are hiking up discourages people to drive out. With the existence of WOW, people will think that this service is convenient, resulting WOW to have new customers.

Fact-findings

The techniques that we used to perform fact-finding is through questionnaires and interviews. These techniques enable us to get feedback from the public from questionnaires and the interviewee from interviews.

Questionnaires

From the response of the questionnaires, a number of 150 people were chosen randomly at Bukit Bintang, Kuala Lumpur without taking into account about their physical looks and their religions. 81.3% of the total number was locals while the remaining 18.7% was foreigners. As of the locals, 48.4% was Malays, 35.2% was Chinese, 13.1% was Indians, and 3.3% was other races.

76.7% of the public has ordered through food delivery. Majority of them used this service from the main fast food outlets such as McDonalds and Pizza Hut. On the whole, they made the order approximately once to twice a month and usually on weekdays. Most of the time, their total cost of their delivery is around RM20-RM35.

While making their orders, they mostly make their delivery through telephone calls. This is because they did not want to drive as the petrol prices are high nowadays. Furthermore, online services were not as well known compared to telephone services. Generally, the time taken to collect their delivery is about 30 to 45 minutes.

Interviews

To extend our research, we did an interview with the manager of Dominos about their delivery service. We asked the manager about how their delivery process works and how they cope with their problems faced.

Feasibility Report

Waiters On Wheels have evolved rapidly from a simple restaurant delivery system which initially only deals with a choice of two restaurants, to one that has begun dealing with a wider range of restaurants. The current system utilized is not at all suitable for their expanded business operations. Therefore, WOW has requested a computerized system which will be able to perform the following tasks effectively:-

1. To acquire orders from customers either via telephone or the company website.
2. To enable customers to choose from a wide range of restaurants listed.
3. To allow their drivers to notify WOW’s centre when they are finished with a delivery.
4. To record when each driver reports for work.
5. To generate fundamental reports such as:
1. End-of-day deposit slips
2. End-of-week restaurant payments
3. Weekly sales reports

Technical Feasibility

With the current system that WOW has, the equipment that they have now would not be sufficient for this system to work well. The new equipment which is about to be used will put an impact on the flexibility by improving it. The process of buying these equipments is not too much of a challenge for the company. All that is needed is a person with much required technical expertise to be able to identify and only install what is needed without wastage of any resources. Although the initial cost for the technical upgrades of the current system may be high, the costs are well worth it for a long-term usage. Judging by the rapid expansion of WOW’s business, it is safe to view these technical costs in a long-term basis.

There are a number of individuals who play vital roles in order to build a technically appropriate system. First of all, the project manager is obligated to ensure the smooth development of the project. The manager must only carry out important decisions after much consideration in terms of costs, time consumption, as well as delegation of tasks to his team members.

Other than that, the project manager must also choose the best technicians to deal with technical issues. These issues include, building an effective network, installing fundamental software as well as the hardware required for this system.

Besides, a good system designer is also required to plan and construct a proper system for WOW to utilize in its transactions. The system designer must include all the requested features into the system, as well as produce a user-friendly interface for the system.

Among the additional features which would be required for higher efficiency of the company’s activities does not only incorporate hardware, but also softwares. These features include:-

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– Hardware

Desktops

Servers

Cables

Modem & Wireless Router

Telephone

Mobile phones

Walkie-Talkies

– Software

Custom-made WOW System

Microsoft Office 2007

Kaspersky Anti-Virus

Microsoft Windows Server 2003

Microsoft SQL

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Economic Feasibility

With the new system that mention above, Waiters On Wheels are able to attract customer easily, as it service are very convenient and customer gain a lot of benefit through it. If more customers choose to order through Waiter on Wheels, this can help the organization to gain more profit and also attract other restaurant that wanted to form a partnership with WOW. Below are the estimated prices for the whole system.

Development Cost

Items	Quantity	Cost per Item (RM)	Total Cost (RM)
HP ProLiant ML150 G5 Server series	2	5500	11000
HP Compaq dc7800 Ultra Slim Desktop PC (GC762AV)	6	2700	16200
HP VS19e 19 inch LCD Monitor	6	630	3780
Belkin N Wireless Router – Wireless router + 4-port switch	3	380	1140
HP Deskjet F4200 All-in-One Printer series	1	290	290
LAN Cable (100 Meters)	6	30	180
Avaya 4620 IP Telephone	5	3500	17500
Microsoft® Office 2007 Professional OEM Addition	1	1,090	1,090
Kaspersky Anti-virus	6	23	138
Project Manager (3 Months)	1	7000	21000
System Analyst (3 Months)	2	5000	30000
System Designer (3 Months)	1	4,000	12,000
Walkie-talkie	12	200	2400
Webhosting (Setup Fee + Domain Name Fee)	1	64.62	64.62
Telekom Business Line	1	470	470
TM Net Streamyx 4Mbps	1	163	163
Transportation (van, motorbike)	(2,10)
Drivers	10	1500	15000

Annual Operating Cost

Annual Benefits

Return on Investment (ROI), Net Value & Payback Period

Payback Duration = 1*365+(1- (195396.62/(195396.62+291705.62)))*365

= 583Days / 1 Year 218 Days

Return on Investment = (1,686,193.07-1241124.62) / 1241124.62

= 35.86%

ROI = [(Payback – Investment)/Investment)]*100

Payback period = (cost of project/investment) * (%annual cash flow)

Operational Feasibility

In the functional side, the system has to take into consideration whether it can fully support the business’ aims. With the existence of this system, it should be able to help the business by solving any problem that occurs as well as taking advantage of any opportunities that can help the business to be considered successful or useful by the company. On the whole, the PIECES framework can be used to work out any operational problems that take place. PIECES signifies; Performance, Information, Economy, Control, Efficiency, and Services. Those are the different types of features that the system will look into in order to solve the problem.

Performance

Performance is the capability of the system to fulfil business needs like such as whether it provides real time responses and throughput. When a customer calls the operator to place his or her orders, the built system must be able to have a response immediately. This is to ensure the operator can keep up with the information being received from the customer. It benefits the most especially during peak hours so that other customers whom are waiting for queue would not need to wait for so long. Moreover, when a regular customer calls the operator, the system also needs to be able to retrieve the customer details from the database to prevent the case of redundancy.

Information

Another part to be concerned with is the information produced so that it is precise and helpful information to the operators. All the information entered needs to be stored in the database in an appropriate format. This will result with more accurate information which is easily loaded from the records. Furthermore, when there are any changes of information being stated by the customer, action will be taken immediately. The customers’ details will be updated automatically by the system. On top of that, the information in the database can be used to produce reports for the managers to keep as their record and also to view at a more presentable form.

Economy

For the economy part, it explains about how the system is cost affordable. It also determines whether the funds used are fully utilized to prevent excess. When the system is under development, its cost is high. Nevertheless, after some time, the initial development cost can be settled after several months. With the fact that computers will be the key for this system, human labour can be used more often as a temporary alternative to save costs. After awhile, when the efficiency of the system improves, customers will be more attracted to the services provided which will result to increase in profits.

Control

When the system is used, it must have protection against frauds which guarantees security as well as accuracy of data and etc. With the help of protection software such as Kaspersky Anti-Virus, these problems are easily dealt with. Furthermore, hackers, viruses, spywares and malware will be blocked or deleted by this protection software from attacking the system. Critical information such as customer information will be set privileges so that only certain individuals can gain access to it. This is to prevent this information to be stolen by other people.

Efficiency

In efficiency, the ability of the system is to make full use of the current resources available for the business to run smoothly. This is also one of the aspects that will lead to the achievement of the business. Besides that, records must be easily opened to save time. Along with that, the system has to be accessible for the operators so that they will be able to perform their task without any difficulty to boost the productivity rate.

Services

Services are the capability of the system to offer quality and reliable services and whether it can adjust to the environmental changes. If a company does not adapt to the environmental changes it will certainly miss an opportunity to other companies. In view of the fact that the system is simple to use, operators will not have much problem to understand how the system works. Nonetheless, training is provided to those who are computer illiterates or if there are changes made to the system that some operators cannot handle. Technicians are also recruited to keep up the operation of the system so that it does not fail in peak hours.

Schedule Feasibility

The objective of schedule feasibility is to divide the tasks and time in a proper way, then implement and terminate it effectively. The design of the system needs to combine some particular area in order to complete the whole system. The Gantt chart and Pert Chart are placed in Appendix which illustrates the areas, progresses and time divisions of the system. By following the time that has already been distributed in the charts, we not just can accomplish the entire system, thus also can avoid misuse and exceed the appointed time. In addition to that, the workload matrix attached in Appendix is also an important material in the process. It divides the tasks for each member to take charge to avoid unfair circumstances occur.

Selection of methodologies

SSADM (Structured Systems Analysis and Design Method)

SSADM is a methodology developed originally by UK consultants Learmonth and Burchett Management System (LBMS) and the Central Computing and Telecommunication Agency (CCTA), which is responsible for computer training and some procurement for the UK Civil Service(Avison & Fitzgerald, 2006, p. 419). The main reason of this was to improve government service to public.

The main target for SSADM is produced computer system that fit the acquired purpose, by putting framework, carry out given task and also support organization IT strategy according to the timeline given.

SSADM is a data-driven method. Besides that, it also can consider as basic assumption that systems have a fundamental, generic, data structure which make no changes, even know processing condition may change. Within SSADM, this underlying data structure is modelled from early stage. The structured of techniques of SSADM fit into the framework of steps and stages, each will defined with input and output.

If the task that had been assigned cannot be fully completed on time, no further steps can be taken. To prevent this for happening, one should plan in details all the works so that it can be done before dateline.

Everything also should have it advantages and also disadvantages, below are all the advantages and disadvantages of SSADM:

Advantages:

1. Planning is easier with structure framework
2. Stages can be break down as it is useful for teamwork
3. This method is suitable for big project
4. Allow delegations of simpler tasks to junior personnel
5. Free for usage

Disadvantages:

1. Too much documentation
2. Not suitable for small projects
3. Can be very complex, as the documentation had a lot of stages

RAD (Rapid Application Development)

RAD is a term which has been introduced by James Martin from the year 1991. The goal of RAD is to speed up the development process that has been on the agenda of both general management and information systems for a long period (Avison & Fitzgerald, 2006, p. 128). Furthermore, RAD also promises better and cheaper deployment when the system developers and end users work together to develop this system.

RAD is used in order to speed up the development of the project by using computer-based tools to work as a key to overcome problems which might interrupt the delivery of the system. Apart from that, RAD divides the process of carrying out a system while working in a parallel to decrease time and efforts consumed by limiting development cycles.

There are a few RAD phases which come together in order to be more focused to the systems’ e