INF30005 Business Process Modeling Assignment Solutions

INF30005 Business Process Modeling Assignment Solutions

INF30005 Business Process Modeling Assignment Solutions

Introduction

Businesses operations in hospitality industry are usually run through structured processes and workflows. Interacting with Just Eat Company has been a great opportunity as it will be used to analyze several business processes that are used to support its daily operations. A well-organized processes are required to make all organizational activities run effectively. Verdouw, Beulens, Trienekens & Wolfert (2010) argues that a complete business modelling involves interaction between actors such as customers and other business entities. Business modelling are usually meant to identify specific Company processes and articulate at some aspects that should be improved to sustain required business operations. In this case, business modelling are meant to increase customer service delivery as well as attract potential customers. According to Bouille (2016), effectiveness in service delivery can be assessed through customer satisfaction criterions such as number of customer returns for the same services, new customer referrals from existing customers and profit margin realized from services offered by the organizational change. In today’s business, organization are trying as much as possible to identify essential business processes in order to digitize them. In hotels and restaurants, business modelling have taken new approach by introducing online services (Zhang & Enemark, 2016). Introduction of online services in Just Eat Company has made it possible to reach out to new markets, attract more customers as well as increase in profit margin.

Business processes Modeling

Customer Registration

To facilitate business processes from Just Eat Company, customers are required to register for services. Registration helps to track the location of the customer as all details that are required to be exactly as presented on identification documents. Besides capturing customers’ details, registration helps the company to evaluate the number of customers’ consuming organizational services.

Figure 1: Registration of customers

Order of services

Just Eat is an organization that offers its services through online. Ordering is done through individual account by placing an order of the services required. Customer is just required to select the country of resident in order to be able access required services (Lee, Hsu, Chain-Yao & Hilletofth, 2014). Once country has been selected, customer order is directed to the nearest offices for processing and delivery.

Figure 2: Ordering of services

Payment of service

Once service ordering has been done and confirmed, customer can decide to pay installments or make all make full payments once delivery has been done. Payment can be done through PayPal or MasterCard as well as other local research methods of payment available within customers’ reach. Once payment has been done, an invoice is directly updated at head offices.

Figure 3: Payment of services

Customer support

Online service delivery has demonstrated to be very delicate as it requires continuous customer support. To make service delivery effective, customers require immediate support on queries they raise. Once all queries and orders are acted accordingly, customer loyalty is usually met which results to continuous consumption of organizational services.

Figure 4: Customer support services

Website Maintenance

Being an online business entity, it is important to have simple website so that customers’ do not waste time when ordering for services. This is the only point of contact between customers and the company and if not carefully maintained, it may result to total collapse of the organization.

Figure 5: website maintenance

Business process improvements

To make service delivery efficient and effective, Just Eat should focus on; website improvement and review. This is focal point of contact and communication between customer and the organization (Montero, Pena & Ruiz-Cortes, 2008). At no instance should it experience down time. This can be achieved through replication of systems in different parts of the world. The next process improvement should be on customer support. Online services require live chat support so that customers’ have a feel of actual point of contact with service provider. Finally, organization should focus on ordering with aim of increasing its efficiency (Zhang & Enemark, 2016). It should be clear, simple and straight forward in order to make sure customers accomplishes their goal without technological inconvenience.

Conclusion

Just Eat Company is an organization that offer food service delivery ranging from hotel consumption to home delivery. It has been striving hard to retain and attract more customers in order to sustain its business operations. Through use of the organizational website, customers are able to choose, order and make payments from their comfort zone. In order to sustain its customers, Just Eat management should focus mainly on aspects that have direct impact on customer service delivery as well as financial implication.

References

1. Bouille, R. (2016). Enterprise Architecture: The Process Mapping with the 2.0 Standard using MEGA Hopex.
2. Lee, T. R., Hsu, Y. H., Chain-Yao, C., & Hilletofth, P. (2014). Managing the customer waiting problem in fast food restaurants in Taiwan through reengineering of the app ordering process. In Technology Innovation and Industrial Management (TIIM) (pp. 40-48).
3. Montero, I., Peña, J., & Ruiz-Cortés, A. (2008). ATL Transformation: Feature Models for representing runtime variability in BIS to Business Process Model Notation. In International Conference on Services Computing SCC.
4. Verdouw, C. N., Beulens, A. J., Trienekens, J. H., & Wolfert, S. (2010). Business Process Modelling in Demand?Driven Agri?Food Supply Chains. Proceedings in Food System Dynamics, 307-322. file:///C:/Users/kisalu/Downloads/58-202-1-PB.pdf
5. Zhang, J., & Enemark, A. E. (2016). Factors Influencing Business Performance in Hotels and Restaurants. Asia-Pacific Journal of Innovation in Hospitality and Tourism APJIHT, 1.