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. 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.
2. GOALS AND OBJECTIVES
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...