Analyzing of card and account and doing transactions take long to complete. Waiting of available switch from primary to secondary ATM switches takes long when workloads over ATM network increases. Among that time, long queue of users has to wait due to inefficient of throughput and response time. The over workloads rises performance issues.
Information (and Data)
The interface does not intuitive and also it leads difficulties to perform tasks. The available services are not clearly stated. The format of input is not well-defined. There is lack of verification between users and system so that illegal data may capture. The output receipt slip is frustrated. Description of information is weak. Inefficient provision of information likes users information and contact information. The accuracy, flexibility of providing information is not well. Information not accepts in timely manner due to stores on not well organized database.
Economics
Information recovers and reorganizes again due to failure of network, inconsistent of information. There will be high costs of maintenance.
Inefficient performance and inconsistent information lead dissatisfaction of users. Profits of the system will drill down.
Control (and Security)
Input data is not adequately verified and validated. Security and accuracy of data is not sufficient. Data is stored inconsistent in redundant database. Transaction is getting to unauthorized people. Data privacy can be violated. Lack of providing sufficient information makes error recovery and decision making.
Efficiency
Redundant producing information, rapidly processing input and redundant storing data increases long throughput and inefficient processing.
Service
Users may not easily understand how to use interface to carry out services. The system is lack of accuracy, lack of compatibility, lack of flexibility of using system’s service. Adding new features and changing existing services is inflexible.
PIECES Framework for Restaurant system
Performance
Manual table management imposes serious performance issues. When receptionist receive reservation call or request for table by guests, manual processing of table vacancies is required. Receptionist is required to consult assistant floor manager to available tables for desired time. Assistant floor manager is required to access the vacancies by observing the floor and plan reservation log. Retrieving such information can take up from 3 to 5 minutes. Response time takes longer in peak hour when assistant floor manager is attending to guests. This caused slow response time to ACME dining guests.
Information
Manual table management does not provide effective information for receptionist and floor manager to retrieve table vacancies and reservations. They need to scan reservation logs and visit floor to determine current and future vacancies.
Current menu displays limited set of information in order to make the menu aesthetically pleasing, dish names and prices followed by one short paragraph describing ingredients and method of cooking. Printed menu limits ACME Dining from providing comprehensive information about dishes. Information such as diet information for health aware guests and multimedia or photograph of dish to provide visual appeal to guests are not possible to provide in current printed menu.
Different formats of same information are recorded, stored and processed in current menu, order management, kitchen management and guest billing system. Printed menu displays dishes information in format suitable for guests, waiters record customer orders in format suitable for entry in their note pad, Point-Of-Sales terminal record order for later bill processing, kitchen order are created in format suitable chefs to prepare dishes. This results duplication of information and introduces potential for human error in different stages of order processing.
Economic
Manual table management in current system is cumbersome and error prone. Seating capacity of ACME dining might not be utilized effectively at time due to such cumbersome operation. This can cause both short term and long term monetary lost to ACME dining.
ACME Dining need to reprint entire menu when there is a need to change in menu such as changes in price, addition of new dishes. High quality printed menu are costly reprint of such menu are huge cost to ACME Dining.
Current manual order processing requires human intervention in various stages. In current system, waiters take order from guest, enter order in system, print out kitchen order and print out guess billing. Human errors are occasionally introduced in various stages of this process. This results mistaken guest orders, mistaken order entry and error in billing. Such error can cause immediate monetary lost as well as long term income lost due to reputational damage.
Control
Manual table management system has no or little control over human error in input, output and processing. Manual calculation of available tables and number of guest per seats are often calculated incorrectly. In addition to human error, guest reservation log are stored in physical book accessible by everyone. It might cause privacy issue and security concern over guest information.
Order management error is mostly affected by human errors. Waiters quoting wrong prices on seasonal menu item and human error while entering guest orders to Point-Of-Sales system for kitchen order are commonly discovered in current system.
Efficiency
Manual table management requires both receptionist and floor manager to complete the task. Receptionist needs to floor manager, floor manager needs to access floor to check available tables to complete the task. Considerable amount of floor manager’s time were consumed by such trivial task and hindering floor manger to provide to other important services to guests.
Ordering management, kitchen management and guest billing tasks overlap and duplicated in current system. Waiters take order in notepad, enter data system in system, print kitchen order docket, pass docket to kitchen. This process demands time and effort for waiters.
Service
Manual table management refrains ACME dining from providing quick response to guest during reservation and walk in inquires for availability. In addition, manual table management has little/no means to provide customer with estimate waiting time for walk in customer. Since table aging are not recorded and receptionist has no way guess the next available time for the table.
Kitchen manage system uses physical ding bell to notify waiters for the completion of dish preparation. Sometimes waiters might be engaged in other trivial tasks and might fail to heart the ding bell. This results longer waiting time for guests for their dishes to be serves. This in turn can result serious effect on service quality of ACME dining as a whole.
