...Improving Order-taking and Fulfillment for the Broadway Café The existing order-taking and fulfillment process at Broadway Café is based on too many process steps which can inherently be slow, confusing and inconvenient. For instance, having 2 sequential ordering stations A & B where the same customer has to first order his food at Station A, then move on to station B to add beverages and pay for his order is inefficient and can break the ordering process continuity. Based on the principles of business process reengineering, the recommendations that I would give to improve the order-taking and fulfillment for the Broadway Café would be: First, rearrange the environment area. For example, instead of picking up the order right next to the bathroom area, I would relocate where the food is ordered and picked to route that traffic away from the toilets and their potential odors. This reengineering process would be esthetically and hygienically beneficial towards a better dining environment. Second, link parallel activities together, such as, ordering and paying for food and drinks in the same counters (A), then picking up food and drinks in the following counters (B). Counter (C) would be for cream, sugar and lids. This would simplify the ordering process and enhance the efficiency of the employees manning these stations by reducing their total interactions with each customer. Third, locate the ordering counters (A) next to the Café main entrance. This again adds efficiency to...
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...“Bringing the Broadway Café into the 21st Century” Date: December 09, 2011 K B Loumon TABLE OF CONTENTS Contents Abstract 3 Part 1: Porter’s Five-Force Analysis 4 Part 2: Developing an E-Business Strategy 5 Part 3: M-Coupon Systems in Mobile Marketing and Wireless 7 Telecommunication Network 7 Part 4: Second Life for Customer Relationship Management 10 Part 5: Outsourcing Systems Development 12 Conclusion 15 References 16 Abstract The Broadway Café opened in 1952 and is conveniently located downtown Silver Spring, Maryland. A hotspot for many years, it never ceased to attract the same clientele. Its menu is diverse and includes specialized coffees, teas, full service bakery, sandwiches, homemade soups and salads. But the business is declining because the Café never upgrade its business practices. Without a website and any computers in the store, ordering, inventory and payroll are done manually. The Cafe is currently very lackluster in its processes and could not stand out in today’s fast growing environment. In order to enhance our business operations, increase revenue and most importantly, keep the Café’s competitive advantage, we will look over the state of the business, define a new business strategy and implement a new IT system. Through Michael Porter’s Five Forces Model, we will analyze the environment of the industry in which the Café operates. We will develop an e-Business strategy that will determine the ideal blueprint for generating...
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...The B Café: J H S University Table of Contents Abstract ………………………………………………………….... 3 Part 1: Competitive Advantage ……………………………………. 4 Part 2: E-Business …………………………………………………. 10 Part 3: Supply Chain Management ………………………………. 14 Part 4: Customer Relationship Management …..………………….. 17 Part 5: System Development Life Cycle ..………………………….. 19 Web site Wish list ………………………………………………… 21 Remodel …………………………………………………………… 25 Menu ……………………………………………………………… 26 References …………………………………………………………. 27 Abstract The Broadway Café has been undergoing a particular decline in sales over the last five years. The Broadway Café was established in 1952 and has not achieved any changes since the doors opened. If the company was to make an about face and show some growth some immense changes need to take place. The Broadway Café will need to consider adapting Michael Porters’ Five Forces, as well as, establish which of the three strategies it will use to restore the company for the 21st century. There are more areas that will need to be looked into such, customer loyalty programs, employee concerns and maintaining a viable advantage over its competitors. The Broadway Café has to take to introduce information technology into daily operations and application programming interface in order to stay current in today’s market. An e-business strategy...
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...ISO CASE STUDY Broadway Cafe AUTHORS Julio Romero Zapata – Student ID 3031203 Amanthi Wijeyekoon – Student ID 3037866 Clara Chong – Student ID 3047408 Tina Swaker – Student ID 121271 Table of Contents Table of Contents 1 1 Introduction 2 1.1 Assumptions 2 1.2 Where to from here 3 1.3 Use of Groupware tool 3 2 Competitive Advantage 4 2.1 Making business decisions I – Porter’s Five Forces & Generic Strategy 4 2.2 Making business decisions II – Customer Order Process 5 3 Customer Relationship Management 7 3.1 Making business decisions II - CRM 7 3.1.1 Extended Strategy 8 3.1.2 New Technologies 8 4 Business Intelligence 9 4.1 Making business decisions II 9 5 Systems Development 14 5.1 Making business decisions II – PYT Business Requirement 14 6 Bibliography 15 Appendix B – PYT Business Requirement for New Payroll System 16 Appendix C - Groupware Tools 20 Figures Figure 1: As-is Broadway Cafe Rich Picture 2 Figure 2: Broadway Cafe Alters Diagram 3 Figure 3: The Broadway Café Five Forces model 4 Figure 4: Customer Ordering Process 6 Figure 5. As-Is payroll system 14 Figure 6. Flow chart payroll system 17 Figure 7: Team ISO Groupware Home Page 20 Tables Table 1: YouTube Pros and Cons 7 Table 2. Comparison of Spreadsheet and Databases 11 Table 3. Wikispaces advantages & disadvantages 20 Introduction This case study addresses the following information systems (IS)...
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...More Praise for the Second Edition of Beyond Change Management “Once again, Dean and Linda have nailed it! Beyond Change Management is an extraordinary book examining the shifts in change management that have occurred over the years. This book offers real, practical solutions for change practitioners to become extraordinary conscious change leaders.” —Darlene Meister, director, Unified Change Management, United States House of Representatives “Entering the offices recently of a highly respected Fortune 500 company, I was stunned by the enormity of change they were facing and at the same time how ill-equipped they were to deal with the challenges that lay ahead of them. They had little capacity to lead and manage the change required. And, of course, consulting firms were swarming all over them. Th ey needed this book by the Andersons to help them. In fact, Chapter Five alone on building organizational capability is worth the price of the book.” —W. Warner Burke, Ph.D., Edward Lee Thorndike Professor of Psychology and Education; chair, Department of Organization and Leadership; program coordinator, Graduate Programs in Social-Organizational Psychology, Teachers College, Columbia University “Beyond Change Management is a must-read for today’s C-Suite executives and those who lead organizational change. Change is a fact of life in all successful businesses. Based on this breakthrough construct, we now view our approach to transformational change as a strategic advantage. It is a way...
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...Fourth Edition Reframing Organizations Artistry, Choice, and Leadership LEE G. BOLMAN TERRENCE E. DEAL B est- se l l i n g a u t h o rs of LEADING WITH SOUL FOURTH EDITION Reframing Organizations Artistry, Choice, and Leadership Lee G. Bolman • Terrence E. Deal Copyright © 2008 by John Wiley & Sons, Inc. All rights reserved. Published by Jossey-Bass A Wiley Imprint 989 Market Street, San Francisco, CA 94103-1741—www.josseybass.com No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-6468600, or on the Web at www.copyright.com. Requests to the publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, 201-7486011, fax 201-748-6008, or online at www.wiley.com/go/permissions. Credits are on page 528. Readers should be aware that Internet Web sites offered as citations and/or sources for further information may have changed or disappeared between the time this was written and when it is read. Limit of Liability/Disclaimer...
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...PART ONE • UNDERSTANDING SERVICES SERVICES IN THE MODERN ECONOMY As consumers, we use services every day. Turning on a light, watching TV, talking on the telephone, riding a bus, visiting the dentist, mailing a letter, getting a haircut, refueling a car, writing a check, or sending clothes to the cleaners are all examples of service consumption at the individual level. T h e institution at which you are studying is itself a c o m p l e x service organization. In addition to educational services, today's college facilities usually include libraries and cafeterias, counseling, a bookstore, placement offices, copy services, telecommunications, and even a bank. If you are enrolled at a residential university, campus services are also likely to include dormitories, health care, indoor and o u t d o o r athletic facilities, a theater, and perhaps a post office. Customers are not always happy with the quality and value of the services they receive. People complain a b o u t late deliveries, r u d e or i n c o m p e t e n t personnel, i n c o n v e n i e n t service h o u r s , p o o r p e r f o r m a n c e , and needlessly complicated p r o cedures. T h e y grumble about the difficulty of finding sales clerks to help t h e m in retail stores, express frustration about mistakes on their credit card bills or bank statements, shake their heads over the complexity of new self-service equipment, m u t ter about p o o r value, and sigh as they are forced to wait in line almost everywhere...
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...TOTAL QUALITY MANAGEMENT AND SIX SIGMA Edited by Tauseef Aized Total Quality Management and Six Sigma http://dx.doi.org/10.5772/2559 Edited by Tauseef Aized Contributors Aleksandar Vujovic, Zdravko Krivokapic, Jelena Jovanovic, Svante Lifvergren, Bo Bergman, Adela-Eliza Dumitrascu, Anisor Nedelcu, Erika Alves dos Santos, Mithat Zeydan, Gülhan Toğa, Johnson Olabode Adeoti, Andrey Kostogryzov, George Nistratov, Andrey Nistratov, Vidoje Moracanin, Ching-Chow Yang, Ayon Chakraborty, Kay Chuan Tan, Graham Cartwright, John Oakland Published by InTech Janeza Trdine 9, 51000 Rijeka, Croatia Copyright © 2012 InTech All chapters are Open Access distributed under the Creative Commons Attribution 3.0 license, which allows users to download, copy and build upon published articles even for commercial purposes, as long as the author and publisher are properly credited, which ensures maximum dissemination and a wider impact of our publications. After this work has been published by InTech, authors have the right to republish it, in whole or part, in any publication of which they are the author, and to make other personal use of the work. Any republication, referencing or personal use of the work must explicitly identify the original source. Notice Statements and opinions expressed in the chapters are these of the individual contributors and not necessarily those of the editors or publisher. No responsibility is accepted for the accuracy of information contained...
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...CONNECT FEATURES Interactive Applications Interactive Applications offer a variety of automatically graded exercises that require students to apply key concepts. Whether the assignment includes a click and drag, video case, or decision generator, these applications provide instant feedback and progress tracking for students and detailed results for the instructor. Case Exercises The Connect platform also includes author-developed case exercises for all 12 cases in this edition that require students to work through answers to assignment questions for each case. These exercises have multiple components and can include: calculating assorted financial ratios to assess a company’s financial performance and balance sheet strength, identifying a company’s strategy, doing five-forces and driving-forces analysis, doing a SWOT analysis, and recommending actions to improve company performance. The content of these case exercises is tailored to match the circumstances presented in each case, calling upon students to do whatever strategic thinking and strategic analysis is called for to arrive at a pragmatic, analysis-based action recommendation for improving company performance. eBook Connect Plus includes a media-rich eBook that allows you to share your notes with your students. Your students can insert and review their own notes, highlight the text, search for specific information, and interact with media resources. Using an eBook with Connect Plus gives your...
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