Final Project
Nickals Hermann
Veronica Lamb
Brandi Manning
Livny Rodriguez
Kacie Weaver
Florida State College at Jacksonville
Introduction to Management Information Systems
ISM4011
May 1, 2022
Problem Definition
Handwritten tickets causing multiple errors, incorrect orders, and incorrect charges.
Shrimp Shack facing challenges by using handwritten tickets for customer orders. The challenges that are being faced are multiple errors are taking place, incorrect orders are being received and customers are receiving incorrect charges. This is causing Shrimp Shack to not be sufficient with their order. Customers are receiving the wrong orders that they place and ultimately are unhappy as a result. Shrimp Shack is losing revenue by handwriting tickets. If a customer places an order and it is incorrect, the order will have to be re-made the correct way that the customer order it.
Shrimp Shack recently did an analysis to determine how much revenue they were losing by using a handwritten ticket system. After the completion of the analysis, it was determined that Shrimp Shack is losing an average of $3,000 per month.
Shrimp Shack customers are not happy with their experience they are having. Customers are leaving negative google reviews. Most of the reviews state how long it took to receive their orders, they are receiving the incorrect order and how incompetent the staff is by using handwritten tickets for orders. Customers have also expressed how long it takes to get through to a live person when calling to place to go orders and pick up orders. One customer stated in a review “It took over 15 minutes to get through to a live person. The phone line was either busy, or no one was picking up the phone”.
Business Solution Proposal
Shrimp Shack is encountering issues with handwritten ticket systems as to-go, and pickup orders are getting mixed up with in-house orders. Developing a personalized mobile app for Shrimp Shack would solve the incorrect order mix-up and provide the company with added benefits to enhance customers’ ordering experience and boost engagement.
Mobile apps have various options that can be implemented, from reservations, pickup, and to-go orders and making detailed dining preferences. Most diners use mobile apps to view menus and pricing quickly, look for coupons or deals, and order food to-go (Three Reasons Why Restaurants Should Offer a Mobile App, 2021).
In-app ordering increases customer flexibility and makes ordering easier. Customers do not have to compete with orders that are placed over the phone, reducing wait times and improving efficiency within the order system of the restaurant.
Shrimp Shacks mobile platform will allow users to sign in or continue as guests for quick ordering. The menu is easily accessible, and specials and coupons are centered at the top of the app for easy accessibility. When an order is placed, TO-GO is visible at the top of the ticket and is routed to printers located in the kitchen. Kitchen staff can prepare orders without disrupting front-of-house staff and servers. The orders can be placed in the designated to-go area for customer pick up.
Customers will provide payment information when placing orders online, and they will enter their bank or credit card information, and the mobile app will process with the existing merchant provider. Once the order is placed, the customer is provided with a receipt of the transaction and pickup time.
Shrimp Shack’s mobile app will supply the front-of-house and kitchen staff with printed tickets in the correct designated locations within the kitchen stations. This will reduce errors encountered with handwritten tickets and to-go order mix-ups. The business also recommends an in-house point-of-sales system to reduce further handwritten ticket errors.
References
Three Reasons Why Restaurants Should Offer a Mobile App. (2021, December 17). Hospitality Technology. https://hospitalitytech.com/three-reasons-why-restaurants-should-offer-mobile-app
