Structured Process Analysis

The two types of business processes which will be discussed with regard to Chef’s International are the structured business process and the dynamic business process. This section will focus on the structured business process. The textbook defines a structured process as being “...formally defined, standardized processes that involve day to day operations…” (Kroenke and Boyle, 529). This means the process is clear-cut, it has definitive starting and ending points, and the steps involved in completing the process are the same each time. There are rare occasions where there is a diversion from the standard, however, it does not happen often and is not accepted easily. 

These business processes are completed through the use of both information systems and human resources. In order to continually improve those processes it is important to try and allocate those resources to streamline processes. Point of Service (POS) systems is one such information system which improves business processes. Prior to implementing POS systems, the process was much more dependent on the human resource component. Servers would write down orders on paper checks, bring a copy of the food order to the kitchen to drop off the order. They would then bring another copy of the drink order to the bar. As additional drinks or food orders were added to the check they would have to repeat the process. At the end the server would write up the final total manually and then enter credit card information into a separate unattached credit card reader. In addition, the process may not have been as structured, different servers bring the bar order first then the kitchen or vice versa. The POS system took more of the process out of the human resource component and put it into the hardware/software component, thereby streamlining and making the process more structured and more efficient. 

Since there are several restaurants involved in Chef’s International we are going to focus on the sales aspect and the POS system used at Baker’s American Bar & Grille.  Baker’s American uses the Revel POS system to handle the sales of the food, drinks and gift cards generated in the restaurant. The Revel system is an iPad POS which means the hardware is the iPad in which the orders are entered into the system and the software allows for the different business processes to run. For example, besides handling the inputting of food and drinks, the software also allows management to generate sales reports, run end of the day processes and track inventory. 

Below is a flowchart of the structured sales process at Baker’s American Bar & Grille which details the steps taken by the employees at the restaurant within the sales process.

        This structured process works well for the restaurant industry and specifically for Baker’s American. The POS system cuts down on wait times for the customer. It also has a printed record of what was ordered compared to what is charged for on the bill. The POS system streamlines the sales process. It makes it structured so there is no deviation in the process, the servers must put an order into the system in order to have the orders fulfilled by the kitchen and bar. It also provides a check and balances system for the restaurant. The order is entered into the POS system by the server and is then transmitted to the kitchen or bar which then fulfills the order. The bill is also generated by the POS system and if the customer is paying with a credit card, the credit card is also run through the system. 

At the end of their shifts, each server prints out their own server report through the POS system. The server report includes total food sales, liquor sales and a breakdown of the tip they share in order to know how much to pay out to the bartenders, food runners and bussers. Before the final report is run the servers enter all the credit card tips and cash tips into the system as well.

Image of the Revel POS system, the information system  used for supporting the sales process at Baker’s American Bar & Grille

The POS system also assists in the inventory process as well. Even though inventory is not part of the sales process, the POS system is multi-functional since it also allows the  company to track inventory so the company knows when they are running low on certain items and when to reorder.  

While the POS system allows the sales process to work well, as with any type of technology there can be issues.  There have been times that the system crashes or malfunctions and the servers are forced to manually send the orders to the kitchen and bar as well as tally the checks by hand. While this does not happen often or for long periods of time, when it does, the manager must enter the information into the system once it is up and running again. However, it can lead to delayed transactions between the server and the customer, a lot of time wasted and sometimes unhappy customers. In addition, if the information is not entered correctly once the system is up and running it can lead to incorrect information regarding the inventory as well.  

        The POS system is Baker's American information system that allows them to complete the sales process. There are five components that make up an information system: hardware, software, database, network and people. Working together, these five components perform actions to include input, process, output, feedback and control.

Image from Using MIS 2021 by Kroenke and Boyle

        As illustrated in the image above, the hardware and people components take action. With regard to the POS system, the hardware components consist of the iPads from which the orders are entered and reports run. There are also stands which are used for holding, charging and protecting the iPads during use. In addition, payment devices are also part of the hardware component and work toward making the sales process streamlined. There are two different types of printers used with the POS system, one prints out the orders in the kitchen and bar in order to have the orders fulfilled. The other printer is used to print out the customer's bill and the credit card payment and receipt. Finally, the cash drawer which completes the sales process if a customer is paying for their bill in cash. The people component is connected to the hardware because it is the actions of the servers that allow the hardware components to function.

Picture of the Revel POS system

    The software and procedure components of the POS system are also connected. They both take instructions. The software gives instructions for the hardware and the procedures give instructions and structure to the servers. The software used in the POS system is varied. It allows for different processes within the system for example, placing orders, checking status of orders, what tables the server is assigned to, running sales reports, payments and process a return if a customer is not satisfied with any aspect of their meal. There is also encryption software to protect the credit card processes from fraud. On the other side, the procedures are taught to the servers during the training on how to work the POS system in order to complete the sales process. Those instructions are illustrated in the flowchart above.

The last component that connects the computer based components to the human side is the data. According to the textbook, data is defined as recorded facts or figures. Some of the data within the sales process at Baker’s American and contained within the POS system are the servers working, the menu items, modifiers available, pricing, table numbers, total food and liquor sales, tips recorded, payment records, inventory, etc. The Revel POS system is a cloud based system that allows the data to be housed within its system. 

The concept of information silos in the sales process for Baker’s American is not an issue. An information silo occurs when information management systems do not communicate and share information with each other. As a result, one department may not have information needed to complete a requested process. The Revel system allows all components of the sales process to communicate with each other to make sure the sales process can be completed without any issues. The servers communicate their orders with the kitchen. In addition, the POS system allows the kitchen to remove any specials from the menu which may no longer be available. This information shows up on the POS screen. This prevents servers from taking an order from a customer, entering it into the system only to be told afterwards that the item is no longer available.

The POS information system may prevent information silos becoming a big issue at the restaurant, however, within the corporate company of Chef’s International an issue which can arise with the POS system is the people component. If a customer does not feel their complaint was handled to their satisfaction with the manager of the individual restaurant, there have been times they take it up with customer service within Chef’s International. There is no central system to handle customer complaints, therefore, the department at Chef’s International will not have real time information about the customer’s complaint. Therefore, instead of being able to handle their complaint to their satisfaction while on the phone with them, they have to take their information down, reach out to the manager at the restaurant to find out the situation and reach back out to the customer to resolve it.

A centralized application, such as a customer relationship management (CRM) application between all fourteen restaurants would resolve this issue. Any interactions with a customer whether positive or negative can be sent from management at the restaurants to customer service at Chef’s International with the data about the customer. This can be used to proactively reach out to those customers. They could also cross-reference the data from the individual restaurant’s websites to see if the customer had signed up for email notification, if so, they can assume they are a repeat customer and do what is necessary to keep them as a loyal customer.

While information silos are not a big problem with Baker’s American, there are different applications which help with it. Applications are software packages which perform specific functions for the user to help connect and streamline functions. The first is a CRM which is defined as “...is a suite of applications, a database, and a set of inherent processes for managing all the interactions with the customer, from lead generation to customer service” (Kroenke and Boyle, 308). In simple terms, this software allows a company to improve their relationships with customers by streamlining their processes. While Chef’s International does not have this set up, as described above, it would be a valuable tool for them to use to assist with customer complaints.        

Another such package is an enterprise resource planning (ERP) which uses modules and a database to consolidate a businesses’ operations into one platform. The concept of ERP is to allow everyone facet of the business to know what the other one is doing. As a result, if a question or issue arises in one department, they will know how to address it even if it does not directly involve that department. The textbook describes what ERP can do as “...The primary purpose of an ERP system is integration; an ERP system allows the left hand of the organization to know what the right hand is doing. This integration allows real-time updates globally, whenever and wherever a transaction takes place” (Kroenke and Boyle, 308). Some of the major ERP vendors according to several tech websites such as TechRepublic, Software Connect and ERP Research are: SAP, Oracle, Microsoft, Sage, Infor and Epicor, among others.

Enterprise Application Integration (EAI) is a software package that brings together and unites a company’s databases and their workflows. The textbook defines it as “...is a suite of software applications that integrates existing systems by providing layers of software that connect applications together” (Kroenke and Boyle, 312). The difference between EIA and ERP is, ERP handles the functioning of the business while EIA handles the data the company collects and produces and uses that data for marketing, social media, content creation, etc. EIA is an alternative to ERP for companies that are not manufacturing oriented and do not need those functionalities.

Chef’s International and specifically, Baker’s American use an EAI through their POS system. Revel uses an EAI through their enterprise management system. It allows the sales data to coordinate with the inventory data to know when the restaurant is running low on items and when it is time to reorder. And while it allows servers to run individual sales reports at the end of their shifts, it also allows management to integrate that data into their overall reports across all employees.

Another process which can assist to streamline business processes is an inter-enterprise. The inter-enterprise processes involve two or more businesses or organizations that are independent of each other. According to the textbook “…an inter-enterprise Information System supports one or more inter-enterprise processes” (Kroenke, Boyle, p. 329). While these information systems can be essential to companies which rely on outside organizations to complete certain tasks, this is not the case with Baker’s American. Which is why our company does not have one and does not have any need for it.

Receipt generated from POS system

        The structured and dynamic processes discussed in this assignment need information systems in order to function. The information systems which support these functions are computer systems that collect, store and process the data in order to support those functions. Those computerized systems are made up of hardware and software.

Hardware is any electronic component or device that can input, process, output, and store data in relation to the instructions given by computer programs or software.  Hardware components consist of CPUs, storage devices, and RAM.  There are also multiple types of hardware available for use. Chef’s International Inc. incorporates the use of PCs, smartphones, and servers to aid in its structured and dynamic business processes.  

Image of Hardware and CPU of a computer Tang, Wenja. What Is a CPU. Lifewire

The hardware utilized at Baker’s American Bar & Grille supports the workload that the restaurant produces.  Newer tablets would be beneficial as battery life begins to fail after years of use and overcharging.  The restaurant is currently using 6th generation iPads, however, they could be upgraded to 10th generation which would help with battery life. 10th generation also has A14 Bionic chip would make the system faster and more efficient. The printers that are used could also see an upgrade.  Currently they are using Epson P60 printers, however, there are newer, faster printers available which can use Bluetooth which the restaurant can upgrade to. Though they can accommodate the needs of the cooks and bartenders, these printers do not have any signal when printing out a new ticket.  Paper tickets are also subject to being lost or damaged by food or liquids.  

Images of Revel iPad/PC- part of the hardware used at Baker’s American (dbs4POS.com)

Intel Core i7 processors are used at all fourteen locations for Chef’s International Inc.  This type of CPU is sufficient for the processing of data through multiple computers, tablets, and printers.  Baker’s American Bar and Grille specifically backs all their data up with a 1TB SSD.  Regional Supervisors who carry a laptop use USB drives to pull and save data from different restaurants onto their laptop.  This enables the restaurant to save weekly sales reports, inventory, and employee schedules and allows for supervisors to pull this data and combine data as they see fit.  

Image of a Central Processing Unit of a computer

Image: Bowonkitwanchai, Narumon. CPU. Business Insider

An operating system can be defined as the system software that manages the hardware and software on the computer. It allows computers to read and write data, organize memory, run certain programs, and facilitate the user interface.  Chef’s International uses Windows 10 as its operating system for the computers in the back of the house.  This, in conjunction with the Revel System, allows the restaurant to run efficiently.  Windows 10 enables managers to access programs like Outlook and Excel to share data that contains future shipping orders, and employee information while the Revel System allows for a more fluid structured sales process.

Example of horizontal application software: Windows 10 home screen which is used by Baker’s American

Revel System is a restaurant program that runs on iOS. that works for both the front and back of the house operations. Therefore, the restaurant is able to use Cloud based storage for data, this allows for all hardware components to stay in sync with one another and update automatically.  In addition, the software that is used with the Revel System is Digital Dining, which is a Point of Service (POS) software. The software is customizable, allowing each restaurant within the Chef’s International group to create the dashboard to reflect their menu and offers. The structured sales process benefits greatly from this as it reduces labor and human error when inputting orders.  Menus can be modified on the fly and inventory is updated in real-time.  Customers are also able to order directly from their table if they are in need and their server is not present.  Items that may run out during the day will be automatically removed from the menu, notifying the server that this item is no longer available.  

 

Image of Digital Dining software: Vertical application software used by Baker’s American (dbs4POS.com)

      Windows 10 piggybacks off the Revel System and is solely used behind the scenes by managers.  Windows 10 utilizes application software which are programs that serve a specific purpose or function.  Specifically, Outlook and Excel are types of horizontal applications that the restaurant uses. Horizontal applications are ones that can be used across a variety of industries. Managers can combine the data from the Digital Dining software and display this in native applications such as Outlook or Excel which is then shared with other restaurants and their supervisors. A native application is one that runs on just one operation system, which Outlook and Excel run on Windows 10 operating system. Since this information is vital to the company’s success, these applications play a very important role.

The Digital Dining software is an example of vertical applications that the restaurant uses since it can be altered or customized. Another type of application software is one-of-a-kind application software, however, since this software is developed specifically for a corporation due to a unique need, the restaurant does not have any need for this. All of the application software used in the restaurant is very effective for the needs of the restaurant.  Digital Dining is also an example of a web-based application. Web-based applications are those that run in browsers. Digital Dining’s Dashboard is a web-based reporting tool for their inventory management.

 

Example of horizontal application software: Excel which is used by Baker’s American

Another information system which is useful to companies is virtualization which allows a physical computer to host other virtual computers within it. In addition, virtualization allows one to create virtual servers, storage, networks, etc. on one physical machine. This is important because it is often less expensive to own and operate and easier to manage. There are three types of virtualizations, PC virtualization, server virtualization and desktop virtualization. With regard to PC virtualization, a personal computer hosts several different operating systems. “With server virtualization, a server computer hosts one or more other server computers. Users can log on to any of those virtual machines, and they will appear as normal desktop computers” (Kroenke and Boyle, 135). In desktop virtualization, the user's desktop is made virtual allowing the user to access it from any computer they have access to.  

        Baker’s American runs PC virtualization in the restaurant. There is one PC in the manager’s office which works as the server for the entire restaurant. This PC can access all the server stations and tables remotely. It can also make changes to bills if there is an issue and an item is taken off a customer’s bill. It can also make changes to new menu tabs within the POS system. The issue with this, if the PC goes down, the whole system goes down and can cause havoc in the restaurant.

        Open-source software is important for restaurants in order to tailor the software to their needs. Open-source software means the source code of the software is available to the public. The software is released with the source code, under a license to the user allowing them to use, change and modify the source code for their own personal needs. Digital Dining software is not open-source software, the restaurant licenses the proprietary software from DBS POS Solutions This company also acts as their tech software company that regulates the computers and works as their IT department. The customization is done by the DBS prior to setting up the POS system, this customization allows Baker’s American to set up the dashboard on the tablet the way they see fit and to determine functions the restaurant requires.

            Some new technologies that Baker’s American could use are QR codes, digital kitchen boards, newer software and even automated customer service. QR codes are used in many restaurants already, replacing handheld menus, however, Baker’s American still uses a traditional menu since many of their customers are older and prefer the use of handheld menus. Although, the use of QR codes would save money and be more efficient. When the menu changes and new dishes are added or old ones removed, new menus must be printed up. If a QR code was in use, this could be done through programming and it would save the restaurant on printing costs. 

           Another type of new technology that would benefit the restaurant are digital kitchen boards. These kitchen display systems help connect the front and back of the restaurant and streamlines operations in the kitchen. It allows for better communication and workflow between servers and the kitchen staff. The display links directly to the POS system, when an order is entered it is displayed immediately in the kitchen. It also tracks the meal and notifies the server when it is ready. The board also works with the inventory system within the POS to monitor inventory and signal when an item is no longer available. 

        With regard to newer software, the kitchen manager at Baker’s American advised that Revel One is becoming obsolete. One of the issues with it, dine-in and to-go orders are managed through the Revel POS system, however, third-party apps such as DoorDash and other delivery services are monitored on a different system. Futurant is the newest software which the restaurant is looking to implement soon. The new software will make it easier to change the user interface. The user interface is how information is displayed on screen to the user.

        Baker’s American and Chef’s International in particular would benefit from Automated Customer Service incorporating artificial intelligence. Instead of having to reach out to customers to address positive or negative feedback via telephone or email, they could automate this aspect via artificial intelligence. By automating this aspect, it can free up other employees from having to deal with this task.