ICT – Tutorial 1

Pizza Hut case study

Q1) Provide a simple sketch of the Micros Fidelio RMS system. Indicate how the system interfaces with the

input and output devices used in a Pizza Hut restaurant.

1)Order flow

1)Order flow

2)Staging process

2)Staging process

3)Staff3)Staff

4)Management

control

4)Management

control

MICROSMICROS

• Customers’ orders are processed fast because of previously stored information.

• Finalized orders are automatically sent to back of the house where different production steps have kitchen display terminals.

• Orders can be automatically progressed; all items in an order can be completed in the same time frame.

•staff requirements are automatically generated.helps managers overlap shifts effectively.

•Systems are password-controlled.

•Access to important data with real-time web reports.

•Ordering process more operator-friendly and transparent.

Q2) Explain the pros & cons of monitoring staff performance through the use of detailed

employee performance reporting.

• A detailed employee performance reporting is just like a performance appraisal.

• A performance appraisal is a tool in many companies to measure the staff performance during their employment.

• PROS– To see if the particular

staff has made any significant progress since his or her employment with the company.

• PROS– To motivate staff to work

harder to achieve better results than the previous time.

• PROS– Companies can assess if

there is a training need.

– Increase staff self-esteem, hence might perform better in following year

• PROS– Companies can make

use of this opportunity to get closer to the staff. For example, gain insights of his thoughts about the company.

• PROS– Companies can thank

the staff for this support and help. In this way, staff will feel highly appreciated and would work harder for company.

• CONS– Employees might see

that the company is trying to compare them with another employee. When this happens, staff tends to feel discouraged and less motivated.

• CONS– Staff would see that their

hard work that they have put in for the past year is not recognized.

• CONS– If performance appraisal

is under review / performance, staff tends to become defensive and might presume that company is blaming them for losses incurred.

3. The article indicated that there were benefits in the selling process. Explain how the POS system can

prompt a Pizza Hut employee when serving a customer.

• POS is optimized for speed of use and suggestive upselling

• That has happened particularly thanks to the intuitive nature of the system and the way it leads staff through the selling process, in addition to the ability to incentivize individual team members through the use of detailed employee performance reporting.

Example of a POS System

• For example, a typical home delivery meal for four costing around £18 offers the opportunity to "bump" customers up to £20 by bringing in extras which enhance perceived value. (upselling, increasing value)

• "MICROS supports staff in a contemporary and user-friendly way, putting a lot more intelligence behind the selling process," O'Neill said. He estimates average increase in guest check at around 1 to 2 per cent.

• By using hand-held ordering terminal, guest service can be improved as:– It enable waiters to record diners’ orders immediately and

transmit it to the kitchen and drink dispense station.– In a way, it save time, increased productivity which in hand gains

customers’ satisfaction.– It provide better standard of service.

Q4) Explain how guest service can be improved by using hand-held ordering terminal. What are some of

the possible issues that can arise out of it?

• Issues arise out of it:– It create barrier and reduce interaction between the service

provider and the customers.– Challenge of incorporating this technology to the business.

• A feature that allow clients (Pizza Hut) to assign one or more customized IDs to each customer account

• Is used to search, select, maintain, or view customer information

• The system will search for the string of data that has been entered in the customer ‘s profile.

• Can be used to store an ID for club members, employee badge numbers or loyalty cards

• Can be used by swiping a magnetic swipe card /barcode/keyboard

• Can also be used to find a list of orders from a customer, edit customer’s profile, set up a Standard ‘s List for customer, apply discounts

Q5) Use a search engine to research how CLI works and list the benefits of a customer look-up function.

Example of a Customer Lookup – CLI

Customer particularsEg. Address

Benefits of a Customer Lookup function:

• Able to deal with customer orders as responsively as possible Through purchase history, address details

• Increases efficiency Shorter time span taken when answering phone calls Shorter time taken to process orders

• Improves productivity Able to process the orders and delivery at the same time

• Higher results of customer satisfaction Shorter waiting time

• Higher quality of service provided Customer will be impressed when calling for the 2nd time, without the hassle of repeating his/her details like address.