There are three ways to place an order at Robatelli's: in-store, via telephone, or online. The order processing systems are illustrated in
Here's how they work:
Robatelli's Order Processing Systems In-Store Orders
In-store orders are taken by restaurant staff serving patrons dining in one of Robatelli's restaurants or walking in to place an order. Servers manually complete an order ticket at the tableside and input the information into the company's point of sales system through computer terminals located in the food preparation stations. Walk-in orders are typically entered directly into the system by staff using the computer terminal located at the counter.
Approximately two-thirds of the company's business is processed via thetelephone. Robatelli's phone ordering system is called a one-number system, referring to the convenience of ordering through a single phone number, regardless of the restaurant location nearest the customer. Most phone orders are received by an operator, who enters the order directly intoa computer terminal while speaking with the customer. Customer phone numbers are used to present the customer with a choice of the nearest pizzeria for preparation and carry-out or delivery. The software in the system references a street database to verify that the street address exists. Credit card numbers are obtained from customers paying by credit card. The customer service representative verifies the order and credit card number before ending the call. Upon confirmation of an order, the order is sent directly to the restaurant, whereit is processed through the company's transaction processing system and printed at the appropriate food preparation station(s). Credit card numbers are includedin the transmission, and all credit card transactions are processed at the restaurants at the time the order is received.There are several advantages of handling phone orders through a customerorder center rather than at individual restaurant locations. Above all, the reduction in background noise improves the accuracy of the order-taking process. In addition, the customer's wait time is greatly reduced. Before Robatelli's implemented its one-number system, customers' wait time at peak could be up to 15 minutes. The order center's average wait time goal is now one minute or less.
To place an online order, a customer must be registered. Registration is a simple process that can occur anytime during business hours. Customers are asked to provide identifying information that will be retained in the system. Repeat customers will not have to go through the registration process again. Web-based ordering is tied to the company's one-number system. When a customer enters an order online, customer information is pulled from the one-number system. Identifying data such as phone number and address do not have to be entered. Menu offerings are presented on the screen in various drop-down boxes so that any combination of items can be ordered with many different nchoices of toppings or accompaniments. A customer must answer a series of questions regarding the order, similar to the questions that would be asked if the customer had been speaking with a telephone operator. Online orders also require confirmation of the menu items and restaurant location before the call is ended. Credit card information may be entered online, and the transaction will be processed at the restaurant filling the order (as is done for telephone orders). Two firewalls protect the security of customer information submitted online.
Describe how each of the following types of orders at
Robatelli's differs from the processes–
a. In-store orders
The three different ways in which an order can be placed at Robatelli’s are Instore orders, Telephone orders and Internet orders. The three ways of ordering are different in their respective processes in the following ways:
Under this system the Restaurant staff takes the orders who serve to the diners or those who come for take aways. They manually take the order by completing an order ticket at the side table and then enter into the computer systems. This shows that this system is completely manual and there is no intervention of information technology except for processing the input entered. Also in this method the customer waiting time is the highest.
In this type of orders, an operator answers the phone calls to take the orders. He enters into the system the required details in the orders and also ensures the software verifies the address and credit card details(for those who opt for it) exist and are valid. Hence here the operator is depending on the system to accept the orders of the customers and for which the input is provided to the systems by the operator himself. So, there is dependence on both manual and information technology. Therefore, this system is partially manual and partially computerized.
Under this system, the customer needs to be first registered to be eligible to place an order. The repeating customers need not register themselves again. The customers are provided with wide varieties of choices regarding food according to their preferences and also need to answer few questions that would have been asked if it were a telephone order. The card payment and processing is same as in telephone orders. Almost everything in this order processing system is same like telephone orders except that there is no requirement of any operator to take the orders. Everything is managed by the system itself. Hence, it can be concluded that this process is fully automated or computerized.