1410ICT Assignment 1 (Draft E)

A New Information System for Dominoes Pizza Stakeholders Systems Analysis Report for Dominoes Pizza - Birkdale Branch Case Study compiled by Cake Tech IT Consultancy

Written by: Joshua Mills Terrance Moyaz Rhys McEnroe

Table of Contents Cover Page Title Page Table of Contents Introduction Aim of Report Business Background - Owner - Brief History/Timeline - Location - Surrounding Environment I.T. Firm Introduction - Firm - Team - Brief History - Achievements Analysis Dominos Business Analysis Key Stakeholders Key Economic Actors - Suppliers - Competitors - Regulators - Customers - Partners - Key Economic Actors Figure 1.1 Customer Experience - In Store - Online - Over the Phone Rich-Picture Diagram - Diagram identifying Old System and where the problem lies and why Activity System - Description - Diagram - Identify Issue with System (or entire system itself)

Identified Need for a New I.S. (Information System) - Proposed New System - Justification How it supports the H.A.S. (Human Activity System) - Evaluation of New System - Activity System Diagram of New I.S. - Revised Rich-Picture Diagram Cost Taxonomy Classification - Business Classification - I.S. Classification - New I.S. Classification [SECTION MISSING] Results Recommendations Conclusion References (Harvard Style) Appendix

Introduction Aim of report The purpose of this report is to provide an in-depth study of the Birkdale Dominoes' Store Branch located at <ADDRESS_PLACEHOLDER>. The aim of the report is to analyse the various systems and flow of information within the organisation, propose improvements and alternatives to compensate systems that are struggling to work efficiently and effectively within the work environment. The primary goal is the hypothetical implementation of a new Information System to replace an aging system within the store, record it's effectiveness and level of efficiency compared to the older system, and then make educated recommendations to the client. Then a final conclusion can be drawn from the findings of the business analysis of Birkdale Dominoes' Pizza, and the result of implementing the new information system. to present a viable alternative system solution to Birkdale Dominoes' Pizza Management Staff and Key Stakeholders. (Dominoes Pizza Birkdale), and draw final conclusions from the study and analysis of the business in this report Our task is to give them a detailed overview of their business, and problem areas where in-effective systems are active, and to present to the client a new and improved system to integrate into their Dominoes Store to improve operations. The aim of this report is to study the Birkdale Dominoes Store in depth, analyse the systems and information flow within, propose improvements and alternate systems, then to record their effectiveness and efficiency levels and make educated recommendations to our clients. Our goal is to give them a detailed overview of their business, and problem areas where in-effective systems are active, and to present to the client a new and/or improved system to integrate into their Dominoes Store to improve business. This report is an analysis of the Birkdale Dominoes Store with the Goal of replacing an inefficient/aging system within the store with a New Information System. We represent Cake Tech, an IT Consultancy Firm based in the Brisbane CBD charged with studying the operations and facilities of Birkdale Dominoes Store and designing a New Information System for implementation within their business. The aim of this report is to study the Birkdale Dominoes Store in depth, analyse the systems and information flow within, propose improvements and alternate systems, then to record their effectiveness and efficiency levels and make educated recommendations to our clients. Our goal is to give them a detailed overview of their business, and problem areas where in-effective systems are active, and to present to the client a new and/or improved system to integrate into their Dominoes Store to improve business.

Business Background Domino's Pizza Enterprises Limited ("Domino's") is the largest quick service pizza franchise in Australia with more Network Stores and Network Sales than any competitor. It is also the largest franchisee for the Domino's Pizza brand in the world outside of the United States. Today Dominoes have more than 750 stores across Australia, New Zealand, France, Belgium and The Netherlands employing approximately 16,000 people and making more than 60 million pizzas a year. The Domino's Leadership Team, headed by CEO Don Meij, lead an entrepreneurial company which has a very simple goal, to be the number one company in making Pizzas. The Dominoes' mission statement reflects this ambitious goal in a unique way - Sell more pizza, have more fun. They strive for low staff turnover, enjoy a great loyalty amongst team members, and provide employment for a great many members of the community. (Define Domino's as a business) The Branch in question itself: Owner Years open Location Local competition

Dominoes Corporation General Goals Their objective is to ensure that every franchisee in their business network is successful and generating consistent income. That is the reason they strive for the following attributes in potential franchisees:

A passion, commitment and drive to succeed Strong leadership skills Good people skills Good administration skills Entrepreneurial flair An ability to have fun and work in a young, energetic and vibrant organisation

Birkdale Store Goals and Aims Dominos Pizza Store Strategy & Operations [Have cut this section, not sure if it is needed. If you guys think that it is relevant for this kind of report I will paste it back it. Business Background needs to be brief, and it felt unnecessary.] I.T. Firm Introduction Team Members Include:

Joshua - Josh - joshua.mills2@griffithuni.edu.au (Note: Josh currently works as an employee at a Dominoes' Store. We will rely on his experience in order to properly model systems within the store and for a great deal of general information.) Terrance - Terry - terrymoyaz@gmail.com Rhys - Dhyllan Rhys McEnroe - rhys.thorp.27@gmail.com what we did table of tasks Basic info on CAKE ICT firm. [This was the section that I believe Terrance did (correct me if Im wrong guys, it happens a LOT!). I have written my own by mistake as well, Terrys should do fine, can merge elements of mine into your if you like, is probably junk though so wouldnt bother. Will upload next time I am home, no hard copy on me again.] Analysis Birkdale Dominos Business Analysis Key Stakeholders The Key Organisational Stakeholders The Store Manager is a Key Stakeholder, other key stakeholders include additional management staff, and hired work staff members (e.g. register staff, cooks, cleaners, delivery staff etc. Also included are Outside Suppliers, Distributors, Waste Management Companies, Medical Services etc. Competitors also serve as Key Stakeholders because they have a vested interest in the operational effectiveness of the organisation. Whether they succeed or fail affects their business practises and profit margins overall. - The owners of the store - The investors - The consumer group (customer demographic) - Suppliers/Distributors/Producers who depend on the companies continuing business for income and livelihood - Advertisers - Corporate Partners - Competitors [More a definition that anything else, bland, needs better defining, re-writing from scratch. Possibly could be merged with Key Economic Actors or should it be kept separate? Are they the same or not?] Key Economic Actors Brief: Brief description describing and Defining Key Economic Actors. Suppliers

For Dominos Birkdale, there is a single key supplier Swire Cold Storage in Hemmant. This distribution company stores and delivers all food and pizza accessories to the Birkdale Store. The dough, the toppings, the packaging boxes, the pastas, as well as the deserts are delivered to the store bi-weekly. The supplier has a huge impact and influence over the prices of delivered goods, therefore mark-ups must be applied on goods sold from Dominos in order to make a profit thus the majority of pricing is based primarily on these costs. [Josh or Terry should we include the note that Swire Cold Storage is a Distributor, and list the suppliers individually as well?] Regulators They key regulator for Dominos Birkdale is Food Service Australia. The FSA regulates that all perishable food in the store is to be kept up to the industry standard. The FSA will regulate the store quarterly and keep records on store cleanliness and appropriateness. They have no control over the pricing of goods. Competitors The immediate competition surrounding Dominos Birkdale include: - Hell Pizza Cleveland - Pizza Hut Birkdale - Eagle Boys Birkdale - Bayside Pizza Birkdale These only include stores whose menu includes most or all of our pizzas. These competitors are all within the immediate district of the store, and impact directly on customers for the store. These stores here and worldwide for the franchises affect the pricing of goods and services directly. Local competition is sometimes met with in-store deals and coupon deals for the particular stores. Dominos Birkdale will often have managers specials prices on food bought in store to encourage more buyers. [Josh or Terry We need to include other competitors as well, because sales lost due to competition will not just leak to other pizza dealers. McDonalds and KFC etc (Big Name Brands) are serious competition!] Customer The customers are found in the following suburbs Ransome, Birkdale, Thornside, Wellington Point and Alexandra Hills. The supply and demand of pizzas for the Dominos franchise does not affect price. If a Dominos doesnt do well somewhere, it is closed down rather than having the prices changed. Since prices are generally uniform across the nation, the only visible impact is on the in-store managers specials prices. [Josh or Terry This description is missing the Customer Demographic with ages and gender statistics, could lose marks if we fail to include them. When put in, a shiny Graph or Figure would look pretty :D] Customer Experience The following is a documentation of the normal experience of a customer at Birkdale Dominos Pizza. In-Store (As a payment option)

When the customer enters the store, the customer is met with a backlit menu on the front desk. Well assume that the customer enters the store not sure yet of which food they want to order. They browse the menu and can make an order to which the cashier enters into a touchscreen interfaced computer. This order is then sent to the back of the store to the overhead screens over the make bench. The cashier takes a name from the customer and attaches it to the order. The customer is then informed that there will be a 10-20 minute wait on the pizza. [Another section? There was a note in this paragraph, not sure if it meant that there was a step or section missing, or if it should simply be a line/paragraph break.] From here, the customer can do nothing but wait for the pizza either in-store or they can leave and come back at their own leisure. They are unable to easily check the progress of the pizza at this point however can see time elapsed since they ordered on an overhead screen at the front of the store. When the pizza is ready it will be displayed on the front overhead screen, and then the customer can pay for the pizza either with cash or by card. A receipt is printed and given to the customer with the pizza and then the customer leaves. Online (As a payment option) When the customer orders online they are faced firstly with three options pickup, sign in or delivery. Delivery will be the option of choice for the purposes of the report. The user is then prompted to enter a delivery address. If the street address is already known in the system they can select the street from a dropdown box to ensure the store has the right street in the system. If the street is not recognised, they cannot proceed further and must either select pick up or make an order over the telephone. If the street is recognised they can then enter further details such as street number and further delivery instructions. If the customer has entered ALL of the following information they may proceed: Customer Name Phone Number Street Name Street Number/Unit Number Email Address

However if any of these are incomplete the user will not be able to advance in the order taking process. If they have completed them all, then the user is prompted with the option to either have their order be ready for a certain later time or ready ASAP. From here the user can choose their pizza, pasta, drinks and/or sides and the option of entering a coupon code. If the code is correct and valid, and the user has confirmed their order then a payment option is made available. The user chooses either cash or credit card and for the latter enters their financial details and is taken to the final page. This page is a rough indication of pizza preparation time so that the user can know when to expect the pizza will be delivered. When the pizza is ready, a delivery person will travel to and arrive at the given destination with the order ready to accept a cash payment, or to have the purchaser sign for the credit card order. When the payment process is finished the purchaser then can take the goods from the delivery person into their home and is completely finished dealing with Dominos Pizza for the time being. Over the Phone (As a payment option) [Josh wasnt sure if we were to include this option in the customer experience section of the analysis, I have written a brief section for here, but have not attached it. If you would like include one let me know and I will send what I have to you. However with the word-count issue I seriously doubt we could fit it, might even be

worth considering reducing this entire section to a list of steps or dot points in order to keep it as brief and to the point as possible, your call guys.] Rich-Picture Diagram [Completed, need to attach. Will upload to groups once Im back home and get hands on a hard copy.] Activity System [Definition & Description required here. In depth description as to its flaws and why it is to be replaced/updated. Figure also to be displayed, on groups page.]

Identified Need for a New I.S. (Information System) *Pre-Paid Account Pizza Service An ability to log into such an account on the net, as well as accessing the service over the phone for simplicity. A pre-paid balance that can be accessed by a keycode and password, can easily be topped up. Secure and easy to use. Streamlining the process of ordering the Pizza without ever having to leave the home or when you're short on cash-in-hand. In order to accelerate orders for customers who choose to go with a Pre-Paid Account, frees up the phone-line for regular phone customers. Cost Taxonomy Classification Brief Description Business Classification IS Classification New IS Classification [Completed, will attach once Im back at my place, dont have a hard copy on me.] Recommendations (how to rectify identified problems)

SECTIONS WE MAY HAVE MISSED OR CUT, OR I HAVE SIMPLY FORGOTTEN THEM BUT YOU GUYS REMEMBER THEM Market Relationships Supply Chain The Major Transactions Between Buyers and Sellers Value Chain

These are only the topics I havent added to the ToC. Market Relationships we can scrounge together from other notes, the other require a closer look. I may have actually completed the Value Chain, will check my loose text books once Im back at my place.