Assignment

After carefully reading the Pizzeria Case

in the following pages, produce a model
of the whole process for Phase one, a
model for Phase two, and a model for
Phase three.
For creating a model, use whatever
modeling language or notations or
graphical language you know. For example,
UML, flowchart, or just a set of arrows
and boxes.
Important in this assignment is to apply
your knowledge of modeling to convert
this description into a model that you
could communicate and share with, let
say, software developers who design
software systems or information systems,
or simply to understand how the described
processes work. Or simply for the purpose
of analyzing and redesigning the
processes. or simply for documenting the
processes in a diagrammatic language.
What is important here to see your
ability of retrieving a meaningful
process model based on the provided
description.
 Appendix 221

The Pizzeria

The pizzeria Mama Mia was established in 1970 by the owner at that time,
Mia, and her son Mario. In the first phase of its existence there was only a
take away service. Customers could just walk in and make their whishes
known at the counter or could order by telephone. In both cases they had to
take away the pizzas themselves. In 1980, an important new service was
introduced: one could have the pizzas delivered home. To realize this serv-
ice, Mia hired students on an hourly basis, who delivered the pizzas on
mopeds. That appeared to be a good decision: within a year, less than 20%
of the orders were taken away by the customers themselves. Let us call the
situation from 1980 on the second phase of Mama Mia. The year 1990
marks the start of the third phase, a time Mia still does not know whether
to be glad or sad about. The pizzeria was bought by a global chain of piz-
zerias, called Domina. Mia and Mario have returned home to Italy, with
the proceeds from the sale. Rumor goes that they still do not really enjoy
the dolce far niente. For each of the three phases, the operational activities
are described in detail below.

The first phase

Customers announce themselves at the counter of the pizzeria or make a

telephone call. In both cases, Mia writes down the name of the customer,
the ordered items, and the total price on an order form. On the counter lies
a menu of the available pizzas and their prices. Usually, she produces this
list every year during the holiday. In the case of an order by telephone she
also notes the telephone number. Moreover, she repeats the ordered items
and informs the customer about the price and the expected time that the
order will be ready. If necessary, she also tells the customer about the as-
sortment of pizzas.
The order forms have a serial number and are produced in duplicate: a
white and a pink copy. Mia slides the pink one through a hatch in the wall
to the kitchen, where Mario takes care of baking the pizzas. She keeps the
white copy behind the counter. As soon as Mario has finished an order, he
slides the pizzas in boxes through the same hatch to Mia, including the
pink order copy. Mia then seeks the matching white copy, hands it together
with the boxes over to the customer, and waits for payment.
It may happen that Mario is not able to fulfill an order completely be-
cause of missing ingredients. In such a case he puts his head through the
hatch and notifies Mia of the problem. He then also returns the pink copy.
If the customer is present in the shop, she confers with him or her on what
222 Appendix

to do about it, and modifies the order. If the customer is not present, which
is mostly the case for telephone orders, she modifies the order at her own
discretion. This leads sometimes to vigorous debates in the pizzeria when
the customer comes for taking away the order. Thanks to Mia’s tempera-
ment, she always comes to an agreement that is not disadvantageous for
her.

The second phase

The operations in this phase are basically similar to the operations in the
first phase; only the deliveries have been added. However, the big success
of the new service has made it necessary that a second baker be employed.
His name is Giovanni. An extra duplicate is added to the order forms; next
to the white and the pink copies is a blue one. If an order has to be deliv-
ered, Mia writes down the delivery address on the order form and slides
both the white and the blue copy through a hatch to the room where the
students are waiting. The one whose turn it is fills in his or her name on the
blue copy and puts it in a tray. He or she then waits for Mario or Giovanni
to slide the pizzas of the order, together with the pink copy, through a
hatch to the transporters’ room. Next, the student leaves with the pizzas
and the pink and white copies of the order form. At the customer's address,
the student hands over the pizzas and the white copy, and waits for pay-
ment. After the customer has paid and has signed the pink copy, the stu-
dent goes back to the pizzeria and hands the money and the pink copy over
to Mia. The students use their own mopeds; Mia did not want the trouble
of having the pizzeria own the mopeds.

The third phase

The takeover of Mama Mia by the Domina chain has brought a lot of
changes to the pizzeria. Mia and Mario have left, and Giovanni has be-
come branch manager. Both the inside and the outside of the building are
modified so drastically that one cannot find anything that reminds to the
old days of the pizzeria; it has just become one of the many Domina pizze-
rias. The selection as well as the prices are determined by the central of-
fice. One can choose out of 12 kinds of pizza in three sizes: 25 cm Classic
Medium, 25 cm Pan Pizza Medium, and 35 cm Classic Large. The selec-
tion is printed on colorful flyers, which are given to customers and
dropped at locations where one may expect gatherings of young people.
Giovanni manages about ten youngsters on a part-time basis. Their func-
tion is either baker or deliverer. Baking is not much of a job anymore; the
 Appendix 223

pizzas are produced in automatic ovens. There is also no more separate

kitchen and transporters’ room. The inside of the pizzeria is one open
space, except for a small office for Giovanni. Everything carries the
Domina logo, including the mopeds.
Both the bakers and the deliverers take orders from customers, of which
over 90% are now by telephone. There is a fully automated order entry
system that is integrated with other administrative functions. The address
data of customers are recorded in the system, so that they can easily be re-
trieved if the customer’s telephone number is entered. After entering an
order, stickers are automatically printed, which an employee sticks on
empty boxes. These boxes are then put in a row on a rack. On the sticker
are printed the ordered pizza, the order number, the total price, the name of
the customer, and the delivery address.
As soon as a pizza is discharged by the baking machine, one of the bak-
ers puts it in the right box, which he or she takes from the rack. The baker
then enters a record of the pizza being baked in the automatic order system
(there is a PC next to the baking machine). The boxes of the same order
are kept together on a large table with infrared lamps hanging above. If an
order is complete, this is signaled on the PC for the deliverers. One of
them then takes the boxes to the customer address. On return, he or she
puts the received money in the pink box, which has a slot for every deliv-
erer. In the case of a take away order, the deliverer hands the boxes over to
the waiting customer and collects the payment.