Systems Analysis and Design
Waiters on Wheels
SYSTEM ANALYSIS AND DESIGN CE00300-1
PALVINDERJIT KAUR A/P HARNEK SINGH WAITERS ON WHEELS
DUE DATE: 6 JULY 2007 GROUP NUMBER: FOUR
GROUP MEMBERS:
YERNUR ZHOLDYBAYEV TP013704 MUHAMMAD BUTT TP014063 PRAKASH A/L ARICHNAM TP014245 LAW WERN SIANG TP014146
Systems Analysis and Design
Waiters on Wheels
Table of Contents
No. Topic Page
1 Introduction 3-7 1.1 Background 4 1.2 Assumptions 5 1.3 Problems 6 1.4 Solutions 7 2 Feasibility report 8-27 2.1 Schedule feasibility 8 2.2 Technical feasibility 12 2.3 Operational feasibility 19 2.4 Economical feasibility 24 3 Selection of methodology 28-35 3.1 Comparison of methodologies 28
3.2 Justification of selected methodology 34
3.3 Breakdown of work associated to selected methodology 35
4 Selection/Application of Investigation Techniques 36-42
4.1 Questionnaires 36
4.2 Interview 41
4.3 Summary 42
5 Analysis/Logical Design 43-56
5.1 Context diagram 43
5.2 Data flow diagram 45
5.3 Entity relationship diagram 48
5.4 Entity life history diagram 51
5.5 Use case diagram 54
Systems Analysis and Design6 Physical design
Waiters on Wheels57-58
6.1 WebPages 57 6.2 Database 58 7 Appendix 59-86 7.1 Technical specifications 59 7.2 Interview pictures 65 7.3 Minutes Meetings 66 8 References 87 9 Workload matrix 88 10 Individual reports 90-103 10.1 Yernur Zholdybayev 90 10.2 Muhammad Butt 93
10.3 Prakash A/L Arichnam 96
Systems Analysis and Design
Waiters on Wheels
Introduction
This paper investigates the viability and possible ramifications of a proposed automation system for the Waiters on Wheels delivery system. After examining the criteria that the new system is supposed to attain, this paper reveals some of the issues and possibilities inherent in such a system. It presents some of the decisions to be taken with the new updated system and then compares the new system with the current existing one.
At the time of writing this report Sue and Tom‟s business concern has experienced and continues to
experience rapid growth. An ever increasing customer base has necessitated expansion in operational scale yet the fundamental modus operandi remains unchanged from its original inception. Hampered by budget constraints and minimal operation size, the Brickford‟s original structural and operational system was and is at best, very basic. The manual paper and pen tallies and calling up after drivers may have sufficed back when Waiters on Wheels was a two restaurant, single driver operating concern. At the time the dictates of minimal size and a paucity of resources may have deemed this archaic system the sole plausible option.
Ten years on and Waiters on Wheels now deals with over ten restaurants, a whole team of operators and drivers and employs people in a new accounts section. Given the current scale of operations the existing system is no longer a feasible option. Riddled with inaccuracies and bureaucracies that are the bane of all systems, the current system is nigh on the brink of total collapse. Its inefficiencies are severely hampering growth, consuming unnecessary resources and damaging company credibility with consumer and supplier all the while.
The existing system from start to finish is entirely manual and is as such highly inefficient and susceptible to error. Further the records are temporary, one sided and cannot be cross referenced. The business is very dependent on the telephone for all its business. This is neither cost effective nor is it conducive to handling the larger business inflow that Waiters on Wheels is beginning to see.
An automated computerized system will result in a considerably faster far more fluid and flexible system with enormous headway for further growth. It will allow Waiters on Wheels an opportunity to provide additional services to its customer base thus aiding them to build on brand loyalty. In the long term, an automated system may help slash overheads while increasing market size thereby paving the way to
Systems Analysis and Design
Waiters on Wheels
Economies of Scale. To this end we propose a new system with far greater information technology
involvement. This paper will outline some of the issues considered in the design process and will highlight and describe some of the features of the new system.
Background
Prior to discussing the new system it is important that we fully comprehend Waiter on Wheel’s existing system. Waiters on Wheels was started out by Tom and Sue Brickford, 2 college students in 1997. Waiters on Wheels was envisaged by its founders as being the next best thing to their dream of owning their own restaurant. Waiters on Wheels was to be a restaurant service without the initial capital requirement usually associated with such a venture.
Waiters on Wheels managed to tap into what proved to be a flourishing niche market. It capitalized on the forever growing segment of young and middle-aged professionals whose hectic and chaotic lifestyles do not allow for the luxuries of a home cooked meal. Waiters on Wheels came up with what was a one stop solution for those who wished to eat at home. A myriad variety of cuisines, from different restaurants was now only a single phone number away from the home of a potential customer.
Waiters on Wheels takes orders from customers then forward them to the concerned restaurants with whom they had contractual agreements with. The restaurant prepares the food and a bill that matches Waiters on Wheels selling price. Waiters on Wheels would then pick the food and the bill and deliver to their customers, who would pay regular retail price plus a service charge and a tip. At days‟ end the drivers turn in all cash collected from deliveries during the day leaving owners Tom & Sue with the job of adding all the money and comparing the figures with their own records. (We assume that at this stage the owners also enlist the aid of their accounts staff) Waiters on Wheels would deliver a statement and pay an agreed wholesale price to each restaurant at the end of the week.
Systems Analysis and Design
Waiters on Wheels
Assumptions
Existing company setup
1. System verifies delivery range (radius from restaurant and delivery centre to customer‟s location/delivery address
2. Takes order(s) and customers details (name, phone number, address, etc) 3. Passes order(s) to restaurant
4. Restaurant receives and processes order
5. Delivery centre verifies and contacts any available driver; passes product details and specific pickup time
6. Driver pickups prepared food along with the bill from restaurant 7. Driver delivers the meal and collects payment from customer 8. Driver reports delivery status to company
9. At closing, delivery centre calculates total money collected and compares them to received records. A deposit slip is created
10. At the end of the week, money owed to each restaurant is calculated. A statement and check is then sent to them
Other assumptions
1. Growth in operations means that Waiter on Wheels now has contractual agreements with 11 restaurants. 2. The current system hasn‟t been modified since company inception.
3. They currently have 10 telephone operators, 7 drivers and 5 people handling cash flow finances. 4. All restaurants with whom Waiters on Wheels have agreements with have computers with internet
connections.
5.
We assume, given the current systems overly heavy dependency on the telephone that Waiters on Wheels telephone system is already up-to-scratch features a full switchboard design and is sufficiently capable of handling current and future call volume requirements.Systems Analysis and Design
Waiters on Wheels
Problems
1. The current system being as it is over taxed means that a staff member may be required to do more than his job function leading to a generally disgruntled and unhappy staff.
2. Employee turnover is high as are its subsequent inefficiencies; new staff members have to be taken in, trained and adjusted to the system.
3. New operators frequently accept orders from beyond their delivery range resulting in canceled orders and angry customers and restaurant staff.
4. Inefficiencies in the current order process coupled with growth have resulted in far greater mixed orders and late deliveries then are acceptable.
5. With no real monitoring system to control them the drivers generally tend to loiter and are not always available at hand further exacerbating delivery problems. Resources are continually wasted on calling up drivers.
6. Time consuming manual system wastes a lot of producing deposit slips and reports. Since staffs involved are for the most part new recruits, errors are high not only costing the company financially but also compromising and tarnishing their image with the restaurants. Relations with the restaurants are getting increasingly strained.
7. Poor communication methods with the restaurants result in orders having to be canceled. Many times an order is already taken before Waiter on Wheels is informed that the desired food is no longer available.
8. On numerous occasions, particularly on busy days, the restaurants do make the error of putting the wrong prices on the invoice causing much difficulty and confusion with the customers.
Systems Analysis and Design
Waiters on Wheels
Solutions
Design Criteria
An ideal system would be able to fluidly manage large amounts of data from multiple sources. As a
minimum it should be able to take in data from the Telephone as well as net. It should be able to maintain all data in databases while automatically generating reports at specific times without having to be commanded. It should also effectively be able to keep tabs on company drivers. For safety reasons the system should be able to generate and print reports in real time listing those who are currently in the building so that in the eventuality of a fire or some other mishap all staff can be accounted for. Finally, and perhaps most importantly, all systems need to be cost effective in the long term to be viable.
In an ideal world a system would be extremely powerful yet cost nothing to maintain but this is nigh
impossible! Specifically the system will have to strike a balance between being cost effective to procure and maintain while maintaining stability, functionality and expandability. It should function with minimal human interference so that human error and overheads are minimized
Implementation Details
Determining the best solution for Waiters on Wheels is no easy task and will require assessing our potential solutions‟ viability from different angles. Only after having scrutinize the systems in terms of different feasibility factors will be able to decide with any certainty what the best way forward is. It is for this reason that we will now proceed to examine the system from Technical, Economical and Operational viewpoints. Each type of examination brings with itself its own very specific requirements quite different from other. The ideal system should excel in all these requirements, or at the very least, prove superior to all competition and alternatives.
Systems Analysis and Design
Waiters on Wheels
Feasibility Report
Systems Analysis and Design
Waiters on Wheels
2. Technical Feasibility
For a system to be doable a system must be within the limits of: a. The consultant company‟s field of expertise
b. What the end user, i.e. the people of Waiters on Wheels can comprehend and utilize
It is important that the process by which our intended system will function is known and understood. To this end we will now outline the Hardware and Software involved in the System. The system will consist of a server, the owner‟s workstation, a Biometric System, a network printer, a dot matrix printer and 12 low end workstations.
The biometric scanner and dot matrix printer will be attached to the owner‟s workstation. All staff entering and exiting the Waiters on Wheels office premises will be required to submit themselves to a fingerprint scan. The data will be processed in real time and will result in several actions taking place:
Continuously updated database record showing all the people entering and leaving the building with their exact times.
Time card reports displaying each workers working hours and subsequent due salary at the end of a specified period
A Fire report. This is a hard copy of the aforementioned personnel database. A “live” onscreen presentation of all drivers that are currently available onsite.
The biometric system will provide real time information about the presence/availability of drivers and the exact working hours of staff by monitoring precise times of entry and exit of all staff. Waiters on Wheels will therefore not only be afforded a method to monitor driver availability but also provide a means of keeping tabs on the exact work hours of all staff and their due wages.
The database record showing all peoples entry and exit into a company is for the owners‟ convenience only. It will provide clear information on the working trends and reliability of each staff member. If a member of staff is not coming to work on time or leaving early it will become more then obvious here. This will
provide grounds for the owners to warn, reprimand or in exceptional cases dismiss poorly performing staff. The time cards will be generated on and saved on the owners system with a copy being forwarded to the accounts section. They will be filed for the purposes of staff maintaining staff remuneration records. The additional copy on the owners system will function as backup.
Systems Analysis and Design
Waiters on Wheels
In this instance, this employee was due to work 08.00 to 17.00 with a 1 hour lunch, that would be deducted if not clocked for. If more than 3 minutes late their time would be rounded forward to the next 15 minute increment. Overtime would be paid at rate 1 after 39 standard hours worked Monday to Friday. Saturday would be paid at rate 2 overtime but not until 39 hours at standard hours and at least 30 minutes overtime at rate 1 had been achieved. Sunday would be paid at overtime at rate 3 but not until 5 hours at rate 2 (Saturday) had been achieved. (Time Systems Ltd. 2007)
The biometric system offers a “live” onscreen presentation of all staff that are currently available onsite. The system constantly updates itself showing who is available and who is not. Further, the names of people that are displayed on the screen are completely customizable, enabling Waiters on Wheels the option of
restricting the live display to drivers only. The display will show which driver came when. This is important as it assures that drivers will work on a turn basis. This will also guarantee that the drivers are selected in order and not at a random basis, insuring that all drivers are given equal opportunity to deliver. This is extremely important given that drivers will be paid a base salary plus a commission based on number of deliveries made. This is intended to maximize productivity and extract the full possible potential of all available drivers. The biometric system also allows for data to be polled over the internet thus allowing all restaurants the ability to view this display as well.
Systems Analysis and Design
Waiters on Wheels
(Time Systems Ltd. 2007)
Amongst the features of the biometric system will be a safety function called the Fire Report function. With staff going in and out of the office with such frequency it would be hard to keep track of all those in the office at the time of an emergency. The Fire Report is an "as it happens" listing of the employee's/drivers time transactions sent to hard copy. The report lists in real time the names and status of the employees along with the date and time of each transaction. The printer is to be strategically placed at the exit to enable a headcount in the event of sudden forced evacuation
(Time Systems Ltd. 2007)
Each operator will be given one workstation. The operators will key in data which will be sent to the server and automatically be added and stored in its database. When a customer calls the caller switchboard system it will automatically rout the call and the callers‟ number to a free operator. The operator will enter the number into the server which will check for the number in its database. If the number is identified it will enter the operators directly into the customer‟s account. If the number isn‟t identified the operator will ask the caller whether or not he/she has used Waiters on Wheels’ service before. If he/she has he/she will be asked to provide the contact number he/she provided previously. The operator will then key in the number and the caller details will be searched in the servers‟ database and his/her account will be entered into. If this
Systems Analysis and Design
Waiters on Wheels
is the customers first time he/she will first provide his/her zip code. If it is within the delivery distance the operator will then proceed to take down the customer full address, contact numbers and email. If not the operator apologizes and the order stops there. Once keyed into the system database the system will generate an account. Once a customer‟s contact particulars are confirmed and saved an email will be auto-generated and sent by the server giving him/her an account that he/she may use should he/she choose to order online. Once a user is added to the database the operator will enter his/her account and place an order for him from there. The customer can therefore proceed to state his/her order.
If the customer knows what he/she requires he/she can state their order directly. If the customer is unaware of his choices the operator will guide them through the menu telling them what types of restaurants and foods are available. The customer will be given two payment options; credit card or cash on delivery. As the customer makes his/her selections the operators will enter the data. The software allows for data
selection/order recording via drop down menus reducing the chances of any errors. Once the order is complete the server will generate a confirmation page fully stating/displaying the customer‟s order and its cost. The operator will confirm to the customer the order made and its cost. If the customer acknowledges and confirms the order, the order will sent for further processing.
On confirmation the order will be added to the respective tables in the database. The server will now
generate a temporary order table in its database with all the aforementioned data. The server uses the data in the table to generate an email which will be sent to the customers email account and to the restaurant. On starting to process the order the restaurant will confirm commencement of the order processes by updating to the temporary order table.
Updating the temporary order table will result in the server generating an invoice that will be sent to the restaurant as well as the driver‟s workstation. The invoice will show up on the drivers screen alerting the driver whose turn it is next to be ready to move to pick up a delivery from that specific restaurant. The invoice will list:
1. Name of Restaurant producing meal 2. Meal details
3. Customer details 4. Customer order time 5. Payment method
The restaurant will use Skype software to communicate to the driver workstation. The restaurant will inform the driver to arrive at the restaurant before a specific time to pick up the order within a specified period. An example of the invoice is shown below
Systems Analysis and Design
Waiters on Wheels
When the driver arrives at the restaurant his ID will be entered into the invoice. The invoice will now be printed out. The driver will be handed order plus the three invoices. He will sign one and return it. This is the restaurant‟s proof of having dispensed their responsibility in full. The driver will now take the food and the two remaining invoices. The driver will now go to the customer ask him to sign on an invoice and drop off his food. The driver will also leave the blank invoice with the customer. The driver will now take the invoice (and money, if any and drop it off) at the accounts department. The accountant will file away the invoice and will mark the order in the database as having being delivered.
The server system will also grant each restaurant limited access into the details of its menu. In the
eventuality that a food item listed on the menu runs out, the concerned restaurant will be allowed to update the database, allowing all those accessing the restaurant menu that the particular food item is currently no longer available. This will help prevent the inconvenience, lost time and resources associated with having to rectify an unavailable order.
Owners Workstation: It should be noted that the Owner‟s workstation, unlike those of the rest of the staff
will function on the Windows Operating System. This has been done primarily because the biometric system is dependent on the Windows platform. Further, giving the owners windows will give them greater
flexibility to install and use any other software that they might want to use. A perk earned by virtue of them being company owners! MYSQL will be installed on the owners system so that a backup of all database
Systems Analysis and Design
Waiters on Wheels
entries can be made. We will need to install Panda Internet Security on the owner‟s workstation as Windows is very susceptible to viruses and other intrusive software.
Skype is freeware software that will be installed on all workstations. It will help minimize the company‟s dependence on the telephone. It will be used to maintain contact with the restaurants.
Staff Workstations: Staff systems, though originally bundled with MS Windows Vista, will be formatted to
run on Linux Mandriva system. This step has been taken in the interests of ultimate system stability. Linux is far more reliable then Windows and is not susceptible to viruses. Another benefit to running Linux software is that it minimizes software used to the bare required minimum. Staff will not be able to sidetrack from their intended purpose with frivolous distractions.
Server: The server will function both as the webhosting entity as well as company database. Additionally all
data sent and received from owners, restaurants, customers and company staff will be routed via the server. The server therefore forms the very backbone of the new system. This in mind we direly needed the most stable, no frills, most bloatware-free Operating System possible. This is why FreeBSD was selected as the OS of choice. It is based on the highly regarded, very stable Unix Operating System. Some measure of just how reliable Unix-based operating systems are can be gleaned from the fact that Microsoft uses it for its highly critical Hotmail mail services even though Microsoft has its own server Operating Systems! Yahoo, another huge service provider also functions on the FreeBSD operating system.
For the purposes of webhosting we selected Apache, again for the same attributes that made FreeBSD an attractive choice; minimal size and exceptional stability. Some 80% of the worlds web servers function on this software. Apache is a module based software, meaning that features can be chosen and added strictly on a per need basis. Its small size means that it is also extremely fast.
PHP will also be used, both for its scripting abilities and its capacity to support the dynamic web pages required by Waiters on Wheels’ ordering system. Finally, also required to support the servers webhosting capabilities is Mambo, a software that will aid in web design and data management.
MYSQL will be the Database software of choice. Just like the other software used on the server, MYSQL is an open-source software. As such it offers all the same benefits, unmatched stability, minimal size and zero procurement cost!
Systems Analysis and Design
Waiters on Wheels
Services Utilized
For the purposes of credit cards deductions we will enlist the service of Merchant Account system instead of the more commonly used pay pal system. We chose Merchant Accounts services over that of PayPal for several reasons. The main reasons were:
1. Security of having money transferred into own account rather than PayPal accounts
2. That PayPal isn‟t a banking institution and doesn‟t adhere to banking regulations. PayPal can and has frozen its customers accounts without valid reason
3. PayPal is well known for its malpractices. The San Francisco Chronicle once printed an article in which it quoted the number of formally lodged complaints by PayPal customers as having
exceeded 100,000. Many lawsuits have been filed, several are pending and some have already been dealt with. Several internet sites maintain detailed records of PayPal‟s many malpractices. One of the more famous ones is www.paypalsucks.com
4. Merchant Account offers far better rates then PayPal and has received accolades for the quality of its service.
It should be understood that the new system will be highly intuitive and will only require minimal computer knowledge to accomplish. Most of the work will actually be done by computers leaving very little for the staff to worry about. Operators will be expected to perform little, other then take calls and fill out forms. The accountant for the most part will only have to confirm orders delivered to the server database and receive incoming cash from the drivers. All information pertaining to staff wages and overheads owned will automatically be calculated and auto generated/printed by the system at preset intervals. Drivers will no longer waste time in between jobs. With a base salary plus bonus salary in place the drivers will aspire to perform the most they can in the least possible time. The owners involvement in the company has now been restricted to that of simple management. They will from time to time keep tabs on the staff to make sure that the staffs are doing what is expected of them. They will also be able to double check any accounts to make sure that company finances are not being mismanaged.
Systems Analysis and Design
Waiters on Wheels
3. Operational feasibility
An important test required as part of a viability study for any business initiative is the assessment of how successfully a proposed system solves the business‟s problems or takes advantage of available business opportunities. This test is known as an operational feasibility study. To help us asses our system we will use an operational feasibility approach known as the PIECES Framework.
The PIECES Framework might be described as being a best practice development initiative that allows us a way to understand and enhance a system. P.I.E.C.E.S. provides a systematic diagnostic approach and offers a practical tool towards team problem solving. In short it is a checklist for identifying problems for both existing and intended systems.
P - Performance I - Information E - Economy C - Control E - Efficiency S - Services Performance
Throughput: In terms of data processing capability the existing system is far, far behind. Its‟ entire
processing system being manual and dependant on novice inexperienced staff, the current system is highly limited in its processing capabilities. Orders are mismanaged, deposit slips are only calculated at the end of the day, and restaurant payments are not calculated more than once a week. The new system on the other hand will assure that information can and is processed rapidly in real time allowing for reports to be compiled and displayed at the press of a button. Printout orders can be given at anytime and at any stage all information displayed/printed will be current up to that moment. Finally the server will auto-generate end of day deposit slips, weekly restaurant payments due and weekly sales statistics at pre-specified intervals.
Response: The existing systems response time is severely hindered by its unstructured, entirely manual
Systems Analysis and Design
Waiters on Wheels
prone to error. The new system will be able to give real time responses; the only bottleneck involved is human related and that is very limited indeed.
Information (and Data)
Output: In terms of information output the current system is very ineffective. It is not even able to
maintain tabs and provide up-to-date information on the status its drivers who perform the core function of the Waiters on Wheels delivery service. Additionally because contact between restaurant and Waiters on Wheels is not as fluid as should be, information/data output is not updated to the operators as and when required leading to orders that cannot be processed. The proposed system will address all these issues and then some. Not only will driver availability be monitored but that of the remaining staff as well. The system will introduce new measures to insure that drivers deliver with minimal time delay. All information gathered on staff will be automatically processed to calculate employee wages due. Reports as to status of all staff will be monitored and be made available as hardcopy in real time for safety reasons.
The database will provide output resulting in customers being greeted by operators by their name (if the customer calls from a number previously provided). Customers issued preferred customer cards on the basis of repeat buying encouraging loyalty. Item availability will now be updated in real time. Finally, most importantly perhaps is that errors in output will all but be done away with.
Input: The old system is unable to differentiate an old customer from a new one leading to lengthy
recapture again and again. Not only is this redundant data capture a waste of time but it also causes needless frustration to the customer. Also currently there is no real filtration system to sift those whom we can serve to those whose location makes service prohibitive. The proposed system will save all information on a database and will bring up all information to the operators screen when required. Operators will not longer have to take down information repeatedly. The switchboard system will send data to the server and if the number is an existing one the relevant customer account will automatically be opened.
Stored Data: Currently the existing data is stored in ledgers for temporary reference and are discarded
once the ledgers fill up. Due to disorganization data is therefore neither available for long nor easily accessible for later use even if available! Using the new system data will be set into databases and will be able to be brought up with zero time delay. Additionally data can now be saved for later reference. It is
Systems Analysis and Design
Waiters on Wheels
quite conceivable that data stored from a couple years prior be brought back up with a couple of keystrokes!
Economics
Costs: While our existing system may have cost very little to setup it has since more then made up by
generating large overheads in form of labour intensiveness and inefficiencies. Interestingly enough, while labour intensiveness is quite easily measured, the main source of company overheads,
inefficiencies in the system are not quite as easily measured. With the new system in place we expect to see a reduction in overheads by a decrease in the size of staff required. We also expect significant
changes in costs as a consequence of significant inefficiency reduction. This reduction might come about as a result of error reduction, increased activity speeds, better company flexibility and manageability. Only one person will have to handle accounts down from the current of five.
Profits: With the current system stretched to its absolute limit increased revenue from greater sales
volume is pretty much out the window. The system as is cannot adequately handle the current load being placed on it so greater market share is not going to increase profits. The law of diminishing marginal returns has solidly set in. The proposed system on the other hand offers scope for massive sales volume expansion. With the more efficient system in place Waiters on Wheels can now look forward to
increasing sales revenues while cutting down on costs all the while. Further marketing might even be considered to aid Waiters on Wheels make use of its new found capacity! All this will be attained in the face of reduced cost thereby increasing profitability.
Control
Waiters on Wheels like most other business concerns is a profit making endeavour. For it to function it is necessary that crimes such as embezzlement not be allowed to happen. The existing system is very lax in terms of maintaining records. Currently it would be very easy for staff particularly those working in the accounts to siphon off an amount for there own benefit. The new system maintains a very close watch on all concerned making any such activity very difficult if not near nigh impossible. All data is being
backed up on the owner‟s workstation allowing them to keep a sharp eye on company finances. Also invoices clearly state whether orders are card based or COD minimizing risks of drivers mishandling cash.
Systems Analysis and Design
Waiters on Wheels
To prevent customer data being sold off to third party companies Waiters on Wheels intended database capabilities will not be left open to the entire staff. Staff will be given limited control over how much they can access the database. Only the owners will have complete access rights. Currently it is
conceivable that a member of staff might gather and sell off customer information to another company. Since the entire process is very controlled from start to finish the chances of decision making errors in
the new system are pretty non existent compared to the preceding system. The old system stretched as it was to it‟s limits meant that staff had to improvise to manage orders, effectively taking orders into their own hands
Efficiency
Time wastage: Under the current scheme of things a whole of data is redundantly inputted again and
again because there is no way to quickly look up and renew existing customer information logs. Time is further wasted looking for available drivers. A lot of time is wasted training new employees. The workload, being as it is over and above what the current system can manage results in a great deal of time wastage as some staff might be called in to help other staff members thereby causing them to neglect their own original job duties. The work process is completely unsynchronized and works more on improvised basis rather than any structured, orderly format. With the onset of the new system we expect all this to change. Driver availability, indeed the whereabouts of all staff and their work hours will be noted. Drivers will be provided incentive to minimize time delay. Data will be able to be called up repeatedly with minimal time delay allowing for faster order taking and processing. The new system will enable Waiters on Wheels to select one of two options. To cut back on overheads by reducing now redundant staff or to expand operations and sales volume even further.
Material wastage: In today‟s fast paced cut throat world of business cutting down on even the most
mundane of expenses can result in greater profit margins. This being the case, the new system should see space, time, and money currently devoted to filling in and managing ledgers cut down greatly if not entirely. This should result in less money wasted on procuring bulky ledgers that will be filed away, eat away at precious office square footage without being utilized and then finally be discarded for a new wave of ledgers!
Systems Analysis and Design
Waiters on Wheels
Service
Waiters on Wheels current system, as repeatedly emphasized earlier, is in utter shambles making for disastrous consequences. The system as is consistently results in wrong, displaced and delayed deliveries. There is currently no sequence for deliveries meaning that a customer might get his order within a half hour or maybe after three depending on his luck that day! All in all this bodes poorly for Waiters on Wheels brand image and clientele loyalty.
The problems do not unfortunately end here. Given the very high staff turnover, at any time there is always someone of the old staff who is training a raw recruit how to handle the ropes in the company. Given inefficiencies staff might be required to master handling more then one job at one time. This leads to two major problems. A dissatisfied, poorly functioning, highly strained staff in general or experienced staff that are being prevented from handling their duties cause they are too busy teaching new recruits how to handle their jobs. Further complicating matters is the current lack of structure with current operations. How can staff be expected to provide their fullest if the job they are doing is in itself not clearly defined?! A
synchronized, smoothly operating service is currently far, far away and this, as well might be expected, has serious consequences on the quality of services rendered.
The new system was designed with the aim of rectifying all of the fore mentioned. We foresee the new system as being the one stop solution for repairing most if not all of the current systems‟ pitfalls. All calculations and data management will now be taken over by machines thus reducing human interference. Reduced human involvement will result in far more faster data processing with no errors (pending input data accuracy). As much as possible human involvement has now been done away with, reducing employment overheads and freeing human involvement for utilization in other processes.
Benefits of the new system will also make their appearance with the presence of a more motivated, better functioning, harder working staff. Staff will now work harder for several reasons. Greater job satisfaction, better knowledge of what exactly is expected of them and the knowledge that they will either be held accountable or be rewarded depending on the efforts they put in. We expect far less staff turnover, and jobs that will be far more intuitive, easier to accomplish and require less training.
Systems Analysis and Design
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4. Economic Feasibility
The analysis and justification of any venture or project from its economic viewpoint is known as economic feasibility. For any venture to be prove itself economically viable, its aggregate costs must be superseded by its aggregate benefits. It is not possible for the economic feasibility to contain all costs and benefits. There will always be hidden costs and benefits that will not show until the system is functioning and in place. However, a consecrated effort must be made to weigh all positives and negatives so as to attain an approximate outcome that will enable us to decide whether or not a system is doable or not. Costs:
There are several main types of costs that we will have to account for. This may include but is not restricted to: 1. Fixed Costs 2. Variable Costs 3. Tangible Costs 4. Intangible Costs 5. Direct Costs 6. Indirect Costs Benefits:
Benefits from a new project may include many things. Almost all things will have a direct or indirect bearing in increasing company profitability. Potentials benefits of the new system include slashed overheads, cost avoidance and reduction, error reduction, increased flexibility, superior control and manageability and finally new markets and sales opportunities. There may also be social benefits and reduction of social costs. This though directly not responsible for bringing in benefits will benefit society as a whole, plus the company can use the reduction in social costs as a marketing tool to increase and cement ties with potential clientele. To access the benefits gained from this new system we will be using three different types of Benefit Analysis; Namely:
1. Payback Analysis: Used to access how long it will take to earn back the money you'll spend on the project
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2. Present Value Analysis: This might be described as being the return of the original investment plus a commensurate profit
3. Return on Investment (ROI) Analysis: Monetary benefits derived from having spent money on developing or revising a system
Breakdown of estimated costs: Development costs
Personnel
We estimate the project to run a length of one month. The fees payable to each member of the working staff for the one month tenure of the project is shown below:
Project Manager $7500 System Analyst $5500 Programmer $4500 Total Chargeable $17,500 Hardware: Server $7974 Owners Workstation $1140 Staff Workstations $500(x 12) $6000 Biometric System $820 Network Laser Printer $625 Dot Matrix Printer $700 Operator Headsets (x11) $110
Microphone (x2) $30
Driver Room Speakers $5
Total Charge $17,404 Software FreeBSD $0 Apache $0 PHP $0 Mambo $0 MYSQL $0 Mandriva $0
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Panda Internet Security $70
Payroll Software $0
Skype $0
Total Charge $70
One time Staff Training $3000 Annual Operating Costs:
Credit Card debit facility $300 Maintenance and Help
Line
$6000
Total $6300
Development Cost: $37,974 Annual Operational Cost: $6300 Projected System Life: 10 years Year Development
Cost
Operational Costs
Cumulative Cost Benefits Cumulative Benefits 1 $37,974 $0 $37,974 $0 $0 2 $44,274 $20,000 $20,000 3 $6,300 $50,574 $25,000 $45,000 4 $6,300 $56,874 $30,000 $75,000 5 $6,300 $63,174 $35,000 $110,000 6 $6,300 $69,474 $40,000 $150,000 7 $6,300 $75,774 $45,000 $195,000 8 $6,300 $82,074 $50,000 $245,000 9 $6,300 $88,374 $55,000 $300,000 10 $6,300 $94,674 $60,000 $360,000
Year four highlighted in Blue is the anticipated break-even year.
Payback Analysis: Cumulative Benefit – Cumulative Cost
Therefore
360,000
-
94,674
=
$265,326
Return on Investment (ROI): {(Total Benefit – Total Cost) / Total Cost} x 100
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Break Even Diagram
Present Value Analysis:
Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10 Benefit $0 $20,000 $45,000 $75,000 $110,000 $150,000 $195,000 $245,000 $300,000 $360,000 Present Value 10% 1 0.826 0.751 0.683 0.621 0.564 0.513 0.467 0.424 0.386 Present Value $0 $16,520 $33,795 $51,225 $68,310 $84,600 $100,035 $114,415 $127,200 $138,960 Costs $37,974 $44,274 $50,574 $56,874 $63,174 $69,474 $75,774 $82,074 $88,374 $94,674 Present Value 10% 1 0.826 0.751 0.683 0.621 0.564 0.513 0.467 0.424 0.386 Present Value $37,974 $36,570 $37,981 $38,845 $39,231 $39,183 $38,872 $38,329 $37,471 $36,544
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Selection of methodologies
Comparison of methodologies
Many organizations find that it is useful to use a standard set of steps, called a system development methodology to conduct all the procedures necessary to analyze, design, implement, and maintain information systems. The main focus is to develop and support their information system. Among the methodologies that will be discussed in this report are:
a. System Development Life Cycle (SDLC) b. Object-Oriented Analysis and Design (OOAD) c. Structured System Analysis and Design ( SSADM) d. Rapid Application Development (RAD)
A. System Development Life Cycle (SDLC)
The most common methodology used in system development is System Development Life Cycle (SDLC), featuring several phases from progress of the system analysis and design effort. These phases of SDLC are:
i. Project identification and selection
The first phase of the SDLC in which an organization's information system needs are identified, analyzed, prioritized, and arranged.
ii. Project initiation and planning
The second phase of the SDLC in which a potential information systems project is explained and an argument for continuing with the project is presented ; a detailed conducting the remaining phases of the SDLC for the proposed system.
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iii. Analysis
The third phase of the SDLC in which the current system is studied and an alternative replacement system is proposed.
iv. Logical design
The fourth phase of the SDLC in which all functional features of the system chosen for development in the analysis stage are described independently of any computer platform.
v. Physical design
The fifth phase of the SDLC in which the logical specifications of the system from logical design are transformed into technology-specific details from which all programming and system construction can be accomplished.
vi. Implementation
The sixth phase of the SDLC in which the information system is coded, tested, installed, and supported in the organization.
vii. Maintenance
The final phase of the SDLC in which an information system is systematically repaired and improved.
B.
OBJECT-ORIENTED ANALYSIS AND DESIGN (OOAD)
Object-oriented analysis and design (OOAD) is a system development methodologies and techniques based on objects rather than data or process. It combines both data and processes (call method) into single entities called object.
i. Object
A structure that encapsulates (or packages) attributes and methods that operate on those attributes. An object is an abstraction of a real-world thing in which data and processes are placed together to model the structure and behavior of the real-world object.
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ii. Inheritance
The property that occurs when entity types or object classes are arranged in a hierarchy and each entity types or object class assumes the attributes and method on its ancestors ; that is, those higher up in the hierarchy. Inheritance allows new but related classes to be derived from existing classes.
iii. Object class
A logical grouping of objects that have the same (or similar) attributes and behaviors (methods).
C.
STRUCTED SYSTEM ANALYSIS AND DESIGN ( SSADM)
The methodologies are mainly from the SDLC (System Development Life Cycle). There are two parts which we going to focus on. First is SSADM (Structured System Analysis and Design) and RAD (Rapid Application Development). SSADM and RAD are methodologies which are widely used in this system analysis and design.
SSADM is a methodology which is part of SDLC . It is procedural and documentations standards for systems development. Systematic approach to the analysis and design of IT (Information Technology) applications. This methodology is commonly used in the UK (United Kingdom).SSADM covers system analysis and design which is not include or does not cover project management or quality assurance. SSADM does not attempt to cover information strategy planning or Construction, testing and implementation of the eventual system . SSADM Is a kind of technique used to meet the needs of the practitioner which defines functional and information requirements. The fundamental principle of SSADM is that the system belongs to users and hence their participation in the development process is essential.
SSADM has its own characteristic. It used for requirement specification, system design and structures a project into smaller well defined activities. It also used diagrams and other modeling techniques. Specifies the sequence and interaction of these activities. SSADM can easily be understood by both users and developers.
SSADM has many different components. Structures is a component which define the framework of activities, steps and stages and their input and outputs. Technique is to define how the activities are
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performed and documentation is where it define how the products of the activities, steps and stages are presented.
SSADM is Structured in 5 main part: i. Feasibility study
ii. Requirement analysis iii. Requirement specification iv. Logical system specification
v. Physical design
SSADM revolves around the use of three key techniques:
i. Logical data modeling
- process of identifying, modeling and documenting the data requirements of a business information system.
ii. Data flow diagram
- process on how data flow around a business information system.
iii. Entity Event Modeling
- process in the business events which affect each entity and the sequence in which these events occur.
D.
Rapid Application Development (RAD)
Rapid application Development is a methodology used in developing information system which promises better and cheaper and more rapid deployment by having systems developers and end users work together to develop system. RAD was invented by James Martin and has 4 phases of RAD SDLC.
As the RAD life cycle is shown on top, it‟s a part of SDLC which have shrunk into four phases. Originally Planning Formed by project identification and selection + Project initiation and planning.
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Design is from combining Analysis and logical design. Development falls under Physical Design while Cutover Is implementation and Maintenance.
Components of RAD
System development methodologies are invented to radically minimize the time needed to design and implement information systems radically.
Five Key Factors:
i. Extensive user involvement
ii. Joint Application design sessions (JAD) iii. Prototyping
iv. Integrated CASE Tools v. Code generators.
RAD is a general strategy rather than a single Methodologies. RAD has its goals: i. To analyze a business process rapidly
ii. To design a viable solution through intense cooperation between users and developers iii. To get the complete application into the hands of the user quickly.
Traditional SDLC steps are followed, but phases are combined . Iteration is limited to design and development phases.
Components of RAD includes user involvement is the key to success. Prototyping is managed in sessions similar to Joint Application Design (JAD). Prototyping screens become screens within the production system. CASE tools are implemented to design the prototypes.
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Methodologies Applied
Our project is currently following the SDLC (system development life cycle) which follows the SSADM (Structured System Analysis & Design). We are applying our project according to the 5 main listing of the of the methodologies:
i. Feasibility study ii. Requirement analysis iii. Requirement specification iv. Logical system specification
v. Physical design
RAD methodology was not applied because the methodologies is not efficient don't have the ability to make the correct decision. RAD can be created with radically decreases the time needed, but it will lower the overall quality of the system. The fast pace of RAD can result of missing information due to the growing business. RAD also lack of attention to later systems administration built into system. Overall, RAD is useful in a small and limit scope projects, not to a bigger and wider scope business.
Object-oriented is considered mainly involved 3 phases which is analysis, design and implementation-similar to the SDLC. The model is created is abstract, focusing on the external qualities of the application system. This methodologies involved more to system architecture, data structure, and algorithm. Basically the system developer must generates the code and database access routine is defined by Hoffer, George, Valacich(1999) . OOAD techniques is based on objects rather than data and processes. So this makes the point where the OOAD is actually not a good methodologies to apply in creating a system.
So the conclusion of selection of methodologies is that SSADM is a better choice rather then RAD and OOAD. SDLC is main life cycle and can be applied for our project, but the SSADM meets what Waiters And Wheels demand. SSADM techniques are based on data and processes. In waiters on wheels, the main part is that they wanted to actually created a system to store data and show the processes clearly. This means SSADM is the right methodologies to select.
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Justification of selected methodology
We have chosen the Structured System Analysis and Design (SSADM) as our system approach in our project progression due to several reasons. The primary reason for its selection is the fact that more emphasis are made toward the analysis of the user needs and the logical design proposal of the required system rather than to actually construct and maintain the eventual physical design of the system. This suits our project requirement as we are being progressively introduced to the elements of System Analysis and Design. Through this, one does not need to be an expert to produce the results of equal or yet better quality as that of other methods. SSADM is one of the simplest yet effective methods to learn and execute.
As mentioned in the previous finding, SSADM revolves around the 3 key techniques which are Logical Data Modelling, Data Flow Diagram, and Entity Event Modelling. These techniques that were used in our project analysis stage gave a foundation to build our system on. It gives us a clear layout all the variables that is in the required system and how they are would interact with one another. This also enables us to identify what exactly the users want and suggest a design proposal before proceeding in developing the actual system and its specifications. Thus unwanted errors and unnecessary process halts due to mistakes can be avoided. Any chances or improvements that have to be made can be conveniently made here in the planning stage in order to satisfy the user‟s requirement.
SSADM follows a systematic step-by-step procedure where every phase needs to be completed and analyzed carefully in detailed before proceeding to the next step of the project. This provides us with a strategic guideline on the proceedings of the project while ensuring each phase is done progressively without leaving any modules incomplete.
It is required that every progress of the project be documented in an orderly fashion. This allows us to conveniently retrace our steps and make references if ever the need arises. By this, time and effort can also be conserved simply because there is no need for preparation of extra documentation for records. It is therefore safe to say SSADM is a self-documenting methodology that effectively saves the developer from doing additional paperwork.
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Breakdown of work associated with SSADM
1. Feasibility Study thorough analysis of a business area to determine whether a system can cost effectively support the business requirement includes : Schedule analysis Economic analysis Technical analysis Operational analysis 2. Requirement Analysis
identify the system requirement
model the current business environment
determine the processes and data structures in the system
3. Requirement Specification
identify detailed functional and non-functional requirements
develop new techniques to identify require processes and data structures
4. Logical System Specification
determine the selection of the technical system specifications
demonstrate the layout and functionality of the system
5. Physical Design
create physical database design and program specifications based on logical systems specifications and technical system specificationSystems Analysis and Design
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Selection / Application of Investigation
Techniques
Questionnaires
Personal Details
Please place a tick (
√ ) where appropriate
Questionnaire
Please circle or mark your selection
1. How often do you order out?
a. Less than once a month b. Once a month
c. Every 2 weeks d. Every week e. Everyday
2. What variety of food do you normally order? (multiple selections are allowed)
a. Chinese food b. Indian food c. Japanese food d. Western food
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3. If you plan to eat out, which service do u normally use to order your meals? (multiple selections
are allowed)
a. Eat in b. Take out
c. Restaurant's delivery hotline d. Online ordering
e. Other (please specify) _______________________
4. By which means is more convenient?
a. Eat in b. Take out
c. Restaurant's delivery hotline d. Online ordering
e. Other (please specify) _______________________
5. At which venue you like best to have your ordered meals?
a. In the restaurant b. At home
c. Other (please specify) _____________________________
6. What time of day do you order out? (multiple selections are allowed)
a. Before 11am
b. Between 11am and 2pm c. Between 2pm and 6pm d. Between 6pm and 10pm e. After 10pm
7. How many people do you normally order for?
a. Just 1 b. Less than 5 c. Less than 10 d. More than 10
8. What is your preferred mode of payment for the food delivered?
a. Cash b. Cheque c. Credit card
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9. How would you rate the ordering system of your local restaurant when putting down your order? a. Excellent b. Good c. Fair d. Poor
10. How far do you live from your local restaurant?
a. Within 1km b. 1km to 5km c. 5km to 10km d. Over 10km
11. How long does it normally take for your meals to be delivered?
a. Within 15 minutes b. Within 30 minutes c. Within an hour d. More than an hour
12. How much extra does your local restaurant charge u for its delivery service?
a. RM3 and below b. RM5 and below c. RM10 and below d. Above RM10
13. Are you satisfied with the meals that are delivered to you by your local restaurant?
a. Yes
b. No (please state reason below)
_____________________________________________________
14. How would you rate the delivery service of your local restaurant?
a. Excellent b. Good c. Fair d. Poor
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15. What major improvement(s) would you want to see in the delivery service? (multiple selections are allowed)
a. Quicker delivery b. Better quality food c. Better ordering system
d. More reasonable delivery charges e. None. The delivery service is perfect f. Other (please specify)
__________________________________________________________ 16. Extra comments: ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ Signature: __________________________ ( )
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Interview
Interviewee: Mishantan (Manager[All star] of Pizza hut Megamall pacific, Penang) Interviewer: Prakash a/l Arichnam
Date: 1st May 2007 Time: 11.30am
1. What are the rules & regulations of your restaurant's delivery process?
It's simple. We follow our normal routine of handling customer via telephone. Basically we don't have tighter rules or regulations. We just follow standard rules of delivery process
2. How do you cope with the busy schedule of peak hours?
We have 3 drivers and standby operators ( maybe 3 or 4). The calls are handled by them and drivers will reached their destination within the time limits.
3. Do your drivers deliver multiple orders on a single trip?
Depending on the quantity of the orders. If there are customers from the same city area order in small quantities at the same time, we would have a driver deliver the food to them in a single trip. Otherwise, we would just send one order at a time.
4. Does your restaurant uses any system that allocates delivery task to any available drivers?
We do not have a system which allocates these task or checks drivers‟ availability. We just receive the orders from the customer, pack them and send them to any available drivers. There is no schedule to check available drivers, we just send to whoever is available.
5. How orders are made? If possible show how the process works?
Our main orders are taken via telephone. We do have our online webpage for Pizza hut which is
www.pizzahut.com.my but it just explain briefly on what are the available foods. There's no
online food ordering. In other ways is by drive thru, but it's not part of the delivery system.
5. If orders are too many thru telephone, how do you manage it?
We have operators to manage it. Sometimes there will be only 1 or 2 operators, depends on the peak & of peak hours.
6. What will be the next step after customer made an order?
The staff will prepare the food customer orders. Then they packed and sealed in a airtight box. On top of it, got a labeled with the customers identification, telephone number and also
customer's ordered details. As soon as the staffs packed, it will then send to the drivers. They will then delivered the orders to the customer and collect the money.
7. The delivery amount & range is counted or not?
We follow the standard of delivery amount which is above RM3. The range are stated in our delivery chart range. It‟s a chart which explains the furthest range they can go. If it‟s out of range, the operator will inform the customer or will suggest the other nearest Pizza hut shop.
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8. How do you handle prank calls and how does the system recognize it?
Currently we don't have a system that recognizes prank calls but we do have our own solutions to handle the problem. Our callers will have their phone line id appeared in our system, if we get calls from outside the range, we just block the call.
9. If orders are late to delivered, any privileged given?
We will give our special rebate or discount on the next order. The discount only will be available for dine-out only.
10. Any due time set for each order?
We set a time range of 30 minute. If not we will give our discount or rebate coupon
11. If they orders are more than rm100 or greater, how is this kind of delivery take place
We have a van to handle large orders. Mainly they ordered during reunion party, office staff retirement and so on.
12. How does online orders being processed?
Currently we don't have any orders taken via online. Our main focus is mainly by telephone
13. How about the discounts, promotion hour or any free gift? Are they also being delivered?
Discount or promotions are given under the term & conditions applied.
14. Any weekly or daily target fixed that need to achieve?
Daily is about RM2000, weekly is ranged between RM10000-RM12000
15. How does the day-end collections are counted?
As soon as the drivers collected the money, they will give the money to the person in charge of the delivery orders and receipt. They will counted and make a day -end collections at the end of the day together with the day-end collections for the dine-in.
16. If the system currently operating has a default or system jammed, how do you overcome the problem?
We managed to use other nearby Pizza hut to help with our problems. But until now only once we had this system problem due to the phone connection failure. But it was functioning well in 1/2 hour.
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Summary of findings
Based on the findings using questionnaires, we found out that many people still disagree or not satisfied with the delivery system and the restaurant's delivery hotline. When we make this random questions handout to several people, we get to gather some valuable information about the system. Some of them comment on the late delivery and the restaurant delivery hotline is always busy or unattended. Some even comment about the food, where when it is delivered it is not hot and fresh.
The take-away and dine in is the most preferred. This is because the service is good and the food is served hot and fresh. They don't prefer delivery service because the drivers are normally late and rude. The distance of one randomly selected people home from the restaurant is within 1 km but the driver takes about 30-40 minutes to reach the customer home. This does make sense that the delivery service is poor and need to upgrade to even fast and quicker delivery.
There is a minor group who complains that they can‟t order thru online because of limited restaurant have the access to make online ordering. They also have hassle to have two or more item order because they need to call and list their order in different restaurant. This is actually making the people waiting for so long plus need to make many calls to different restaurant. This minority also prefer to have online ordering that can make orders to many restaurant in just 1 click. This makes them hassle-free and can order different types of food at once.
So we can conclude that people prefers to have a better quality food, better ordering system, quicker delivery and also more reasonable delivery charges. The public opinion we receive is under our project to create a better system. This makes our findings relevant with what our project aim is.
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Logical Design
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CONTEXT DIAGRAM
• A data flow diagram (DFD) of the scope of an organizational system that shows the system
boundaries, external entities that interact with the system and the major information flows between the entities and the system.
• is a top-level view of the information system
• has one process symbol representing the entire information system • has the external entities around the perimeter of the page
• use data flow to connect the external entities with the process • do not show data store
GOAL
Context diagram is shown to view a simple and top level view of information system and entities. It is easy to understand and not so complicated.
Process Flow
The process is mainly the Food delivery management system where customer, drivers, restaurant, accounts department are the entities. Firstly customer give in registration details, login-password and makes order to the food delivery system. In other hand, the system will produce receipt to the customer in return. Second entity is the restaurant, where it receives the food order from the system and will send an order status to the system. Third entity is the drivers, which they will receive the delivery request from the system and they will sent a delivery status back to the system. The last entity is the accounting department where the system will sent a financial report to the accounts department.
