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INFOSYS.110 BUSINESS SYSTEMS:

DELIVERABLE 2: BUSINESS
SECTION
2014
Name Ellen Strane
NetID estr181
!r"#$ N#m%er: 165
&e%'(te L(n):
T#t"r(al Deta(l'
T#t"r: Da*: T(me:
Johnnie Shubert Wednesday 9am
T(me S$ent "n
A''(nment:
1065 hours
&"r+
C"#nt:
2
THE SELFWATE!
INTRODUCTION
As a"" restaurant and #a$e o%ners &no%' satis$yin( #ustomers is o$ the utmost
im)ortan#e in any hos)ita"ity business* +ut it,s a"most im)ossib"e to a#hie-e at the
same time as &ee)in( "abour #osts "o%* !i(ht. /ot %ith the Se"$Waiter0 This is a
uni1ue and inno-ati-e system that %i"" ta&e a"" the hass"e out o$ the orderin( )ro#ess
%ithout ha-in( to s)end any more on sta$$* S)eed' ease and e$$i#ien#y %i"" be
im)ro-ed and e-ery #ustomer %i"" $ee" #om)"ete"y satis$ied %ith the ser-i#e they
re#ei-e*
,. BUSINESS SECTION
2*1 3i si on
4To enhan#e the s)eed' ease and e$$i#ien#y o$ #a$5 and restaurants, orderin(
)ro#ess by #reatin( an inno-ati-e system and 1ua"ity ser-i#e*6
2*2 ndustry Ana" ysi s7
ndustry7 The Hospitality Software Industry* The Hos)ita"ity So$t%are ndustry
#om)rises o$ so$t%are su#h as a))s or %ebsites that he") restaurants' #a$es' hote"s
et#* %ith their business )ro#esses and a"so enhan#e their #ustomer,s satis$a#tion*
F"r-e: .(/0L"
1:
2#'t(3(-at("n:
B#*er $"1er: .(/ A))"i#ations su#h as the 8Fast Food
!estaurant 9enu, and the 8Tour:a", $ound on
the A)) Store #an )ro-ide ma)s' menus and
tours $or hos)ita"ity #om)anies and their
#ustomers* This (i-es buyers a %ide -ariety
to #hoose $rom*
S#$$l(er $"1er: L"1 A-ram ;201<= hi(h"i(hted that there are 429
mi""ion >T?s&i""ed %or&ers in the %or"d as %e
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enter 201<' in#"udin( 11 mi""ion )ro$essiona"
de-e"o)ers*6 >om)anies #an #hoose the
"o%est )ri#ed and most suitab"e so$t%are
de-e"o)ers out o$ a %ide -ariety*
T/reat "3 ne1
entrant':
.(/ A##ordin( to Hami"ton ;2012=' 4business
o%ners and entre)reneurs #an*** bui"d their
o%n )ro$essiona" "oo&in( %ebsites6 and
F"et#her ;n*d= says' 4anyone #an ma&e an
a))6 indi#atin( ho% easy it is to de-e"o) the
so$t%are to enter the mar&et*
T/reat "3 '#%'t(t#te': .(/ :rabu e@)"ains that' 4Traditiona""y' restaurants
had their menus in )a)erAboo&"et $orm6
indi#atin( )a)er menus are e@treme"y
threatenin(* Hirin( e@tra sta$$' #ha"& board
menu et#* are a"so other substitutes*
R(4alr* am"n
e5('t(n -"m$et(t"r':
.(/ !i-a"ry is hi(h be#ause a "ar(e amount o$
so$t%are is a-ai"ab"e that aims to he") o%ners
o$ hos)ita"ity #om)anies to satis$y their
#ustomers* These are a"" #om)etin( $ier#e"y in
the hos)ita"ity so$t%are industry*
O4erall attra-t(4ene'' "3 t/e (n+#'tr*: B-era"" :orter,s Fi-e For#es sho%s that the
hos)ita"ity so$t%are industry is not -ery attra#ti-e due to the ease o$ de-e"o)in( the
so$t%are and ma(nitude o$ so$t%are a"ready a-ai"ab"e* This may ma&e it di$$i#u"t $or
#om)anies in the industry to (ain mar&et share and (enerate )ro$its*
2*2 >ustomers and Their /eeds
!estaurant and #a$e o%ners are the tar(et #ustomers o$ the Se"$Waiter* A -ita" )art
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o$ their businesses day to day a#ti-ities is their orderin( system and it #an be a
stru(("e to master due to hi(h "abour #osts* :a-esi# ;n*d= e@)resses that 4Labor
issues are sti"" the /o* 1 #on#ern o$ most restaurant o%ners and mana(ers6 be#ause
4Cou ha-e t%o maDor 4#ost #enters6 *** $ood and be-era(e and "abor6' indi#atin(
"abour #osts are "ar(e $or restaurants and #a$es* t is ne#essary to &ee) "abour #osts
"o% in order to (enerate )ro$its and &ee) the business runnin( but is a"most
im)ossib"e %hen "abour #osts are hi(h and hi(h "e-e"s are sta$$ are re1uired to
a#hie-e an e@em)"ary "e-e" o$ #ustomer ser-i#e* B%ners and mana(ers need to $ind
a %ay to ba"an#e &ee)in( #osts "o% %hi"e sti"" )ro-idin( e@#e""ent ser-i#e to their
#ustomers*
2*< The :rodu#t and Ser-i#e
The Se"$Waiter is an inno-ati-e so"ution to he") o%ners o$ #a$es and restaurants
so"-e their "abour issues* t is a di(ita"ised )"at$orm %here #ustomers )"a#e their
orders $rom their tab"e in to the orderin( system $rom either a tab"et or their o%n
smart )hones* The system #an be a##essed throu(h the means o$ an a)) or %ebsite
on an interna" %i$i net%or&* Bur #om)any #reates a #ustomised a))"i#ation or
%ebsite $or the restaurantA#a$e' setu) their %i$i net%or&' #o""aborate to desi(n tab"etsA
s#reens and desi(n $urniture that they %ou"d re1uire* With the Se"$Waiter it is no
"on(er ne#essary $or a member o$ sta$$ to ta&e #ustomer,s orders and #ustomers #an
then order %hen and ho% they "i&e* There$ore #ustomers %i"" be ha))ier and more
re"a@ed ? not %orryin( about ha-in( to #hoose 1ui#&"y or %aitin( around $or a %aiter
to #ome ta&e their order* Esin( this system %i"" a"so mean that "ess sta$$ %i"" be
re1uired be#ause noone is needed to ta&e orders* Sta$$ %i"" ha-e more time to
ensure #ustomers are #om$ortab"e' ta&e orders to the tab"es and #"ear u) tab"es
in#reasin( #ustomer satis$a#tion %ithout e@tra "abour #osts*
2*5 Su))"i ers and :artners
Su))"iers ? Bur >om)any,s $o#us is not on de-e"o)in( the so$t%are but more so
)ro-idin( an outstandin( ser-i#e to our #ustomers there$ore %e outsour#e this tas&*
We %i"" )ay a so$t%are de-e"o)er to bui"d the a))"i#ations and %ebsites' $or e@am)"e
En"i(hten Fesi(ns' a /G #om)any' )ro-ides #ustom so$t%are de-e"o)ment and
%ebsite desi(n* A #om)any to set u) the net%or& in the restaurant or #a$e in order to
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#reate a )ri-ate %i$i system %i"" a"so be re1uired* :otentia" #om)anies #ou"d be /S:
;/et%or& Ser-i#e :ro-ider= %ho are T System En(ineers*
:artners ? n order to )rodu#e our ser-i#e to our #ustomers %e need to #o""aborate
%ith #om)anies to bui"d tab"ets and $urniture that meet their s)e#i$i#* For e@am)"e
tab"es %ith tab"et )o#&ets and tab"ets %ith hidden 8on, buttons* There$ore %e %i""
)artner u) %ith tab"et manu$a#turers and $urniture desi(ners su#h as A))"e or
Samsun( $or the tab"ets and $urniture desi(ners su#h as B)timum Furniture*
2*6 Strate(y7 D(33erent(at("n
The Se"$Waiter is a hi(h 1ua"ity )rodu#t that %i"" brin( hi(h -a"ue to its #ustomers*
:remium 1ua"ity so$t%are and tab"ets %i"" be used and there$ore a hi(h #ost strate(y
%i"" be im)"emented* The Se"$Waiter %i"" a"so tar(et a broad mar&et be#ause a"" #a$e
and restaurants a#ross /e% Gea"and #ou"d ma&e use o$ this )rodu#t and #ou"d
e$$e#ti-e"y sim)"i$y their orderin( )ro#ess %ith the Se"$Waiter*
The o-era"" strate(y is there$ore7 Differentiation
2*H 3a"ue >hai n A#ti-ity7 Ser4(-e a3ter t/e 'ale
The most im)ortant -a"ue #hain a#ti-ity $or this business is Service after the sale.
Ser-i#e a$ter sa"e is an in#redib"y im)ortant -a"ue #hain a#ti-ity $or the Se"$Waiter
be#ause in the hos)ita"ity industry re)utation is e@treme"y im)ortant* A##ordin( to
9et#"a$e' 4Cour number one mar&etin( )riority shou"d be de-e"o)in( a 5?star on"ine
re)utation'6 indi#atin( it is essentia" to (et (ood re-ie%s* Without a (ood re)utation it
is im)ossib"e to retain and (ain #ustomers* t is im)ortant $or our #om)any to
maintain their ser-i#e a$ter the sa"e in order to &ee) %ith our -ision o$ enhan#in( the
8ease, and 8e$$i#ien#y, o$ the orderin( system* t is a"so ne#essary to brin( hi(h
1ua"ity ser-i#e to &ee) in "ine %ith our 8hi(h #ost, strate(y* $ the #ustomer is
#onstant"y ha-in( issues or $au"ts that %e are not )ro-idin( he") %ith' then the order
)ro#ess %i"" be#ome e-en more di$$i#u"t than i$ they %eren,t usin( the system at a""
and they %i"" not be re#ei-in( the 1ua"ity they are )ayin( $or* This is #ertain"y not
idea" as these #ustomers %i"" share this bad e@)erien#e and our #om)any %i"" "ose
many )otentia" #ustomers*
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2*8 +usi ness :ro#esses
2*8*1*>ESTB9E! >B9:LA/T :!B>ESS
The #ustomer #om)"aint )ro#ess %i"" re#ei-e and $i"e #om)"aints $rom the #ustomer
re$errin( to ("it#hes in their so$t%are or tab"et brea&a(es $or e@am)"e* A de#ision %i""
be made i$ it #an be so"-ed and %hether it is a so$t%are issue or not* A#tion %i"" be
ta&en a##ordin("y' su#h as sendin( in$ormation to the #ustomer on %hat is (oin(
%ron( and ho% they #ou"d dea" %ith it themse"-es or sendin( the so$t%are issue to
the T de)artment*
2*8*2* IEALTC ASSE!A/>E :!B>ESS
The 1ua"ity assuran#e )ro#ess a"erts the #om)any to any $au"ts in a #ustomer,s
system and in-o"-es the $i"in( o$ the $au"t' de#ision on %hether the #om)any #ou"d $i@
it interna""y or not and a de#ision on %hether it is a $au"t in the so$t%are and i$ so'
u)date the so$t%are*
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2*9 FE/>TB/ALTES
2*9*1* >ESTB9E! >B9:LA/T :!B>ESS
>a)ture #om)"aint data
Send so$t%are in$ormation
2*9*2* IEALTC ASSE!A/>E :!B>ESS
H
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!e#ei-e $au"t a"ert
E)date #han(es to so$t%are
2*10 Systems
2*10*1* >ESTB9E! >B9:LA/T 9A/AJE9E/T SCSTE9 ? A #ustomer #om)"aint
mana(ement system %ou"d be used to #a)ture #om)"aints $rom #ustomers' store
them on a database and or(anise them* Em)"oyees #an use this system to $ind
#om)"aints' )ro#ess them and then de#ide ho% to rea#t to them* This %i"" ensure
#ustomers ha-e a #han#e to so"-e their issues throu(h the 1ua"ity ser-i#e %e aim to
)ro-ide*
2*10*2* IEALTC ASSE!A/>E SCSTE9? A 1ua"ity assuran#e system %ou"d #a)ture
any $au"ts in the system o$ our #ustomers and re)ort the error as an a"ert on our
system* t %i"" )ro-ide detai"s on the $au"t su#h as %hi#h #ustomer' their "o#ation et#*
and he") ensure the 1ua"ity o$ the #ustomer,s )rodu#t* A(ain this %i"" su))ort 1ua"ity
ser-i#e by maintainin( their )rodu#t*
2*10*2 SBFTWA!E 9A/AJE9E/T SCSTE9? A so$t%are mana(ement system %ou"d
re#ord the #om)"aints and $au"ts and the a#tion that %as ta&en )re-ious"y* This
in$ormation is then used to re$er ba#& to in a re)eat e-ent* t %i"" a"so )ro-ide
in$ormation on %hether it is a so$t%are issueA$au"t and %i"" a"so re#ord any u)dates
that %ere made to the so$t%are in order to a-oid the $au"tsA#om)"aints o##urrin(
a(ain*
3ALEE :!B>ESSES FE/>TB/ALTES S:E>F>
SCS
TE
9S
+!BAF
S
C
S
T
E
8
9
9
S
Service
after the
sale
>ustomer
>om)"aint :ro#ess
1* >a)ture #om)"aint
data
2* Send so$t%are
in$ormation
1* >ustomer
#om)"aint
mana(ement
System
2* So$t%are
9ana(ement
System
>ustomer
!e"ationshi)
9ana(ement
Transa#tion
:ro#essin(
system
Iua"ity Assuran#e
:ro#ess
1* !e#ei-e $au"t a"ert
2* E)date so$t%are
1* Iua"ity
Assuran#e System
2* So$t%are
9ana(ement
system
>ustomer
!e"ationshi)
9ana(ement
Transa#tion
:ro#essin(
System
>B/>LESB/
B-era""' the Se"$Waiter %i"" add a %ho"e ne% dimension to the orderin( )ro#ess* The
industry is not e@treme"y attra#ti-e but bein( an ori(ina" )rodu#t' the Se"$Waiter has a
$irst mo-er ad-anta(e in the industry and %i"" (ain mar&et share initia""y* As "on( as
the #om)any,s re)utation is maintained' restaurant and #a$e o%ners %i"" #ontinue
usin( the Se"$Waiter as the 8(o to, )rodu#t to sim)"i$y their orderin( )ro#ess %hi#h
%i"" &ee) their #osts "o% and )ro$its hi(h*
!EFE!E/>ES
1* :a-esi#' F* ;n*d= Boost Productivity to Control Labor Costs. !etrie-ed $rom7
htt)7AA%%%*rr(#onsu"tin(*#omArestaurantK"aborK#ostK#ontro"s*htm
2* 9et#a"$e' S* ;n*d= Why Reputation Management Should Be Your Top Mareting
Priority. !etrie-ed $rom7
htt)7AA%%%*#on-in#eand#on-ert*#omAso#ia"?media?strate(yA%hy?re)utation?
mana(ement?shou"d?be?your?to)?mar&etin(?)riorityA
2* F"et#her' J* ;n*d= Can anyone develop an app! !etrie-ed $rom7
htt)7AA%%%*host%ay*#omA%eb?resour#esA$ind?%eb?hostin(A#an?anyone?de-e"o)?an?
a))A
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<* Hami"ton' +* ;2012= "e# Website Sho#s $o# %nyone Can Create a Website&
'ven on a Shoe String Budget. !etrie-ed $rom7
htt)7AA%%%*reuters*#omAarti#"eA2012A10A28AidESnHEJd"6FLH1LB/E20121028
5* A-ram' A* ;201<' 21*01= ()C Study* $o# Many So+t#are )evelopers %re ,ut
There! !etrie-ed $rom7
htt)7AA%%%*in$o1*#omAne%sA201<A01AF>?so$t%are?de-e"o)ersA
6* :rabu' M* ;2012' 21*02= Tablets replacing paper menus in restaurants - a long.
term trend or too problematic! !etrie-ed $rom7
htt)7AA%%%*tnooN*#omATab"ets?re)"a#in(?)a)er?menus?in?restaurants?s?this?trend?
(oin(?to?%or&?or?ba#&$ire
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