The selected case study refers to “Sunrise Sushi”, which sushi place in St Kilda, Australia. This was a small business which flourished in no time, due to the taste and popularity of “Sushi” prepared by Josie, who is also the founder and owner of the business. The business expanded by many catering orders from clients for parties and business lunches. Everything was fine when the business was small, but when it starting expanding the actual issues started in terms of wrong order number, delays in delivery which increased dissatisfaction in the clients. The problem was believed to be in wrong management of the spreadsheet and increased work. On the other hand, the business was running in chaos, thus the founder contacted the consulting company to analyze the business for an effective solution for saving the business. Therefore, the report aims to have a clear view of all the actions taking place in the business, by performing business analysis reporting.
The objective of this report is to provide the use case diagrams with detailed explanation about the diagrams. The Interview transcript and Business Report on Outsourcing will be presented.
The interview transcript for the interview with the client is presented below (U.arizona.edu, 2018):
Where, the interviewer is “Client”, the interviewee is “Consultant” and the interview Setting: The interview is conducted in the client’s office, during day time.
Affiliation with interviewee: The consultant is contacted by the owner of Sunrise Sushi business, for analyzing the problem in the business, to find the appropriate solution.
Client’s Answer: We used to either email or directly contact the company for making orders earlier. The process was smooth and responsive when the company was small. We faced no delays or any mistakes in the orders.
Consultant’s Question: Ok… then what went wrong?
Client’s Answer: Gradually, all the things changed, like when we called for ordering we were not attended properly, then our orders were delayed or delivered wrongly. Moreover, our mails are not replied and no confirmation of the order is acknowledged.
Consultant’s Question: Oh, ok. What else complications you face?
Client’s Answer: First they used to acknowledge the orders and we were at relief that our orders will be delivered. But, when we stopped receiving acknowledgments then it was like we were tensed and tried to contact the company, but all in vain, had no proper response. It lead to refunding issues, and distorting the parties and business lunch commitments.
Consultant’s Question: What difference you find in a small and expanding business of the company?
Client’s Answer: Lack of management and inefficient manual process.
Consultant’s Question: What do you think, the owner must do to improve their current situation?
Client’s Answer: According to me, they have to implement a technology which serves them better.
Consultant’s Question: Will this currently followed process effect the business of Josie?
Client’s Answer: Definitely.
Consultant’s Question: How?
Client’s Answer: Simple, no client wishes to have poor service.
Consultant’s Question: Thank you for your time.
Client’s Answer: My pleasure.
Short Description: When Josie started Sunrise Sushi business.
Primary Actor: Josie
Stakeholders: None
Preconditions
Post Conditions
Main Success Scenario
Alternate flow of Events
2) a. The clients were acknowledged on their orders through email or telephone.
Open issues
Short Description: After Josie returned from gourmet tour the business expanded.
Primary Actor: Josie
Secondary Actor: Clients
Stakeholders: None
Preconditions
Post Conditions
Main Success Scenario
a. The telephone was busy most of the times, for receiving the orders.
Open issues
Short Description: The delivery issues increased due to spreadsheet practice.
Primary Actor: Josie
Secondary Actor: Clients
Preconditions
Post Conditions
Main Success Scenario
3) a. If, the calls were answered, manual entering of customer details and orders ran into chaos. Due to increased call flow.
4) a. It was difficult to rectify the problem, for customers’ complaints in the spreadsheet.
Open issues
Short Description: Certain food items were less and certain varieties of sushi increased, so refrigerating items increased.
Primary Actor: Josie
Secondary Actor: Clients
Preconditions
Post Conditions
Main Success Scenario
Alternate flow of Events
3) a. This increased the challenge to complete the orders, without supplies.
Open Issues
Short Description: After Consultation of Business report, the suggestion for Josie was to implement two feature in the business.
Primary Actor: Catering CRM tool
Secondary Actor: Food delivery outsourcing third party service
Preconditions
Post Conditions
Main Success Scenario
Alternate flow of Events
2) a. The clients were questioned about their experience of booking their orders and delivery of orders.
Open issues
This section discusses about the business processes and their current working style to advice the management on outsourcing service (Study.com, 2018) (Oxford Dictionaries, 2018) (Meintjes, 2018).
Earlier Sunrise Sushi was a small sushi place, located in St Kilda. The business flourished in a short duration of time, due to the increased popularity of the sushi prepared by Josie. She is also the founder and owner of the business. With the increasing catering orders for parties and business lunches, the business expanded. When the business was small all the process worked smoothly, like answering the email orders and telephone orders. The spreadsheet was updated when the orders were dispatched and accepted. But, later it was difficult as it workload increased and the number of calls and emails increased manual attention was challenging. This lack of attention led to incorrect details of customers and orders, which increased the confusion and harms the business working process. At present the customers are not happy with the service and are demanding for refund. Josie has made agreements with a couple of Coles supermarkets and various 7-Eleven shops, present in the locality. Same spreadsheet is used still. There is a commercial kitchen in Prahran, which also has some space for storing the ingredients. There is a serious problem of overlooked emails and mistakes in the spreadsheet. The number of complaints are increased from the clients, related to sushi delivery. There is shortage of some item supplies and more items need refrigeration, which can lead to wastage. Certain varieties of sushi produced more when compared to the other type of sushi. It is adjusting due amounts for saving their clients.
The owner has contacted the consulting company for investigating the reason for customer dissatisfaction and management issues in the business. Then, Interview is conducted to know the actual facts behind the loss of clients, their needs, and reasons for increased complaints from the clients. Because, it is necessary to understand the needs of the customer, to take decision with respect to effective solution (Trapp, 2007). Based on the analysis/investigation a business analysis report is undertaken.
The findings of the business analysis determines that the business process lacks management and the processes are highly affected by manual processing of the tasks. Moreover, the spreadsheet is not updated simultaneously when the orders are accepted and dispatched. Thus, more effective method is required for managing clients and their details.
The open issues are listed below:
The Customer relationship management manages the business practices, technologies and strategies. It also analyzes customer interactions and their data maintenance throughout the lifecycle of the customer. It mainly works on improving the customer service relationships and increase the sales (Lavu.com, 2015). The RM systems is capable of compiling the details of the customers from various channels like website of the company, Email, live chat, telephone and social media. CRM systems will have a record of all the details of the customers, their order placement details, their delivery details, purchase history and their concerns and food preferences (Rouse, 2018) (Lavu.com, 2015) (Aptean.com, 2018).
For instance, “Caterease” is one of the best type of Catering CRM tool which can help Josie’s Kitchen to increase the overall productivity and can prevent pricey mistakes (Caterease, 2018). This CRM tool contains the following features (Social Tables, 2018):
On the other hand, the CRM tool can be used to manage the food supplies in the Kitchen and helps not to let wastage of food items. Storage of food supplies are managed effectively, as per the requirement (Capterra.com, 2018).
When it comes to outsourcing, the employees and the owner need not do all the management work. Because, there are best solutions available for outsourcing the restaurant and catering tasks, which can save time to concentrate on preparation of the required dishes, for completing the orders on time (The benefits of outsourcing workplace catering, 2017) (Ukweza, 2017) .
The food delivery is one of the suggested task in the Sunrise Sushi Kitchen which can be outsourced. Because, the food delivery option can help to expand the business in the market and increase the profit for the business. However, this method can cost more if the business wants to have its own delivery drivers. Thus, it is better to opt third party delivery service like DoorDash, UberEATS and so on. The drivers will deliver the food irrespective of time and size of the order.
Management of orders with these services can be easy (QuickBooks Canada, 2018).
Thus, solution is expected to have no delivery issues like late delivery, wrong order and so on, and the clients will be satisfied with the on-time service.
Though delivery outsourcing service and implementation of CRM tool will cost high for Josie, it is an effective expense, which the business can spend on, without any worries. As, it will benefit the business in the future. Catering CRM Tools can be used as a best option for tech-based caterers. Because, the right CRM tool will help the business to create and implement processes, for increasing efficiency of the business, which saves time and money.
Conclusion
The business analysis of the Sunrise Sushi kitchen is completed. The purpose of this analysis was to have a clear view of all the actions that takes place in the business, to identify the actual issue and its root cause. Thus, after identifying the root cause the problem is resolved, where the problem is identified as lack of management and manual processing. The Business analysis reporting determines the current situation, and analyses the business process by contacting the clients, to know what problem they are facing with the business and so on. The help of a consulting company is taken to do the analysis, where the consultant from this company gets a business analysis report and recommends a better solution for the information system, to profit from the solution and to manage the business effectively.
Catering CRM tool is suggested as a solution for Sunrise Sushi. On the other hand, it is also suggested that Josie opt food delivery outsourcing service from a third party as it benefits. Combining these two suggestions will assist the business to go hand-in-hand and make the business highly productive and efficient (Salesforce.com, 2018).
This solution can help Josie with keeping track of all the orders and ensuring their deliveries on time. The CRM option helps to benefit the business, to hold its clients and to attend all the clients, without losing them for any reason, thus maintains customer satisfaction. Moreover, the CRM tool can also benefit in managing the food supplies and helps not to let waste of food items. Storage of food supplies are managed effectively, as per the requirement.
Interview is conducted with the clients to know their perspectives and challenges while ordering and receiving their deliveries. This report provides the interview transcript that took place between the consultant and the client. The Business Report on Outsourcing is provided.
References
Aptean.com. (2018). CRM for Food and Beverage. [online] Available at: https://www.aptean.com/uk/food-and-beverage/application/crm-for-food-and-beverage [Accessed 18 May 2018].
Capterra.com. (2018). Catering Software for Restaurants Reviews and Pricing. [online] Available at: https://www.capterra.com/p/175422/Catering-Software-for-Restaurants/ [Accessed 18 May 2018].
Caterease. (2018). The World’s Best Event Planning and Catering Software. [online] Available at: https://www.caterease.com/ [Accessed 18 May 2018].
Lavu.com. (2015). Customer Relationship Management 101: for Restaurateurs. [online] Available at: https://www.lavu.com/blog/success-tips/customer-relationship-management-101-restaurateurs.html [Accessed 18 May 2018].
Meintjes, L. (2018). Writing a Business Report. [online] Avondale.edu.au. Available at: https://www.avondale.edu.au/Departments/Library/Writing-a-Business-Report.pdf [Accessed 18 May 2018].
Oxford Dictionaries. (2018). Structuring a business report. [online] Available at: https://en.oxforddictionaries.com/writing-help/structuring-a-business-report [Accessed 18 May 2018].
QuickBooks Canada. (2018). Outsourcing in the Restaurant Industry. [online] Available at: https://quickbooks.intuit.com/ca/resources/outsourcing/restaurant-industry-trends/ [Accessed 17 May 2018].
Rouse, M. (2018). What is CRM (customer relationship management) ?. [online] SearchCRM. Available at: https://searchcrm.techtarget.com/definition/CRM [Accessed 17 May 2018].
Salesforce.com. (2018). 4 Examples of Businesses Leveraging CRM to Improve Productivity and Efficiency.. [online] Available at: https://www.salesforce.com/crm/examples/ [Accessed 18 May 2018].
Social Tables. (2018). 4 Catering CRM Tools for Today’s Tech-Forward Caterer. [online] Available at: https://www.socialtables.com/blog/event-planning/catering-crm-tools/ [Accessed 17 May 2018].
Study.com. (2018). Writing a Business Report: Structure & Examples. [online] Available at: https://study.com/academy/lesson/writing-a-business-report-structure-examples.html [Accessed 17 May 2018].
The benefits of outsourcing workplace catering. (2017). Bartlett Mitchell Fundamentally Food. [online] Available at: https://www.bartlettmitchell.co.uk/wp-content/uploads/2017/05/Outsourcing-workplace-catering-web.pdf [Accessed 18 May 2018].
Trapp, R. (2007). How Customer Relationship Management systems can be of benefit to your. [online] The Independent. Available at: https://www.independent.co.uk/news/business/sme/how-customer-relationship-management-systems-can-be-of-benefit-to-your-business-5333324.html [Accessed 18 May 2018].
U.arizona.edu. (2018). Example Interview Transcript. [online] Available at: https://www.u.arizona.edu/~kimmehea/purdue/421/exampleinterview.htm [Accessed 17 May 2018].
Ukweza. (2017). Benefits of Outsourcing Catering Services. [online] Available at: https://www.ukweza.co.za/benefits-outsourcing-catering-services/ [Accessed 18 May 2018].
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