Goals of System and Alternatives Considered, Research Paper Example

Introduction

In the past 7 years Deli Express has grown from a small neighborhood deli into a well-known booming business. Deli express has benefitted from positive word of mouth advertising from pleased patrons who speak highly or superior products and friendly fast service. Deli Express is considering expanding their services and offering new fresh sides and prepared sub sandwiches along with their already popular deli meat and cheeses. Deli Express needs to evaluate their current productivity before they make decisions to expand and they are looking to implement a new system to help the business grow and thrive.

Statement of the Problem

One of the biggest obstacles that Deli express has been faced with since their client base has grown is keeping up with customer orders. When the business started the employees were able to easily take and fill orders in a timely manner. Since business had increased however long lines are forming and customers are being forced to wait sometimes up to 30 minutes before they can collect their products, pay, and leave. This problem has caused not only issues with customer satisfaction, but the employees are starting to feel overwhelmed and overworked.

The first customers who started shopping at Deli express were pleasantly surprised by the products and the efficient work staff that they felt compelled to tell friend and family about the new deli in town. This positive feedback was vital to the growth and success of Deli Express. However with the growing business customers have begun to notice not only is the wait time been far too long but the customer service has gone downhill. Once friendly employees are now scrambling to fill orders and often make mistakes causing tension and with customers. A few patrons have even decided to take their business elsewhere after being barked at by disgruntled employees and receiving incorrect orders.

Deli Express has added more equipment and employees but since business usually picks up at the same time the extra personnel and equipment has only put a small dent in lessening the wait time. Employees take and make the order at the same time so there is no possible way to get ahead on orders, and pre-slicing would injure the business reputation of offering freshly sliced products. Employees were once able to connect to their clientele and form relationships through friendly conversation while serving them. Now during peak business hours employees are so busy making orders they barely have time to acknowledge customers besides taking their orders. Employees hurry in an attempt to move the lines and often times forget an order causing them to have to check back with customers, other times orders are incorrect and have to be remade.

The owners want to keep both their customers and employees happy and with the possible expansion of their products and services they know that changes have to be made. Express deli is ready to take a new progressive approach to filling customer orders. They want customers to not only be able to call ahead orders but to be able to make their choices right from smart phones. The decision to switch to a digital system adds many choices and options to the company who want to please their tech savvy clientele as well as their order over the counter customers. Deli express needs to weigh all the options that different systems can offer and determine if they are able to develop this new system in house or if they should seek outside help. Deli Express wants to continue to please their customers and gain back the positive relationship they had with their community and they are willing to change the way they do business in order to make that happen.