1.

0 Analysis

1.1 Introduction

1.1.1 Background
The business I am creating an ordering system for is called Bistro Bakery, it is
owned by Mr Bukenya and is located in west London. It has been open for over 2
months, due to this it is not an established store and is looking to attract new
customers and build customer loyalty. The business operates on a small scale as it
only has one site and employs only four people.It relies heavily on recurring
customers.Mr Bukenya inherited his love of bakery from his mother back in his home
country of Uganda. He has recently achieved his dream of opening up a bakery and
now he wishes to modernise it by implementing an online ordering system to
improve the service .The bakery has a wide range of products ranging from small
pastries such as ; Croissants, Macarons, and doughnuts to larger cakes such as ;
Red Velvet cake, Fruitcake and Blackforest cakes.

Due to Mr Bukenya’s heritage the bakery is run in an old fashion way where basic
processes are done manually. Though this was fine in the small towns and villages
in rural Uganda it is simply not good enough for a competitive Urban area such as
west London. To please as many people as possible Mr Bukenya has a generous
opening time of 6:00 AM and a closing time of 9:00PM. Currently the business is
advertised by word of mouth and so it reaches are limited in terms of exposure and
potential growth. As the business is only over 2 months old I do not have a number
for their quarterly financial reports however Mr Bukenyas seems optimistic of the
business's future. I believe that an ordering system will greatly benefit this business
as it will allow for greater efficiency amongst the workers and it will allow the
customer to order online using the internet. This will allow Mr Bukenya’s bakery to
compete, as it will make the bakery more accessible from the outside. As it will be
more accessible to new customers Mr Bukenya expects an increase in revenue and
allow the business to grow and maybe expand its operations to other areas around
London. I am here to help him achieve this goal by providing the ordering system
that he needs to achieve mass market appeal.

1.1.2 Problem definition

As stated before Bistro Bakery is run in a classic fashion where all of the processes
are handled manually and so it currently does not have a dedicated ordering
system.The current ordering system heavily depends on face to face interaction
between a member of staff and a customer. This leaves room for human errors to
happen, the errors can range from a misunderstanding of a customer order or a
mistake made when billing a customer. The bakery has a severe problem when it
comes to data storage and data management as all of the data is written by hand
sometimes it can be hard to understand what that member of staff has written. This
normally causes delays as a member of staff has to ask the person who has written
it or ask the customer again to find out about the information they need. Also if they
need to refer to an order detail they will have to look for it in the folder cabinet where
it is stored which will consume a large amount of time. This is where using a
database will help with maintaining a persistent volume of data. Another issue arises
when an order is made it has to be manually assign to a chef which can cause
confusion during peak times.The ordering system should automatically show the
chef that an order has been made with a cake they specialise in making .As whole
the bakery currently lacks any sort of online and/or electronic feature that would
allow it to computerise some of the processes now. Another key problem is that
Bistro Bakery lacks anysort of report system that informs the owner and manger
which cakes are selling well and which aren’t. The online ordering system will reduce
the amount of congestion in the store making it a more efficient workplace. Due to
the lack of computerisation there are some resources within the bakery that are not
being used to their full potential thus causing inefficiency amongst the staff and the
processes, for example retrieving a customers information about their order.

1.1.3 The User

There will be three main users. First, are the customers who are currently able to
order from within the store. With the ordering they will be able to order cakes online.
As Bistro Bakery appeals to those from every walk of life the IT skill will vary
depending on the user. As such the ordering system will have to be very accessible
to compensate for those who do not have good IT skills. This will be done by easy to
use menus and clear titles, labels and navigation bars. The second user will be the
staff more specifically the chefs, the chefs fulfill the orders that are placed by the
customers. After they are given that order they will then make it. This order is given
to them by a member of staff at the front. In the new system this process of relaying
the information to the chef will be computerised. When an order is made it will be
assigned to them by the system depending on what types of cake they specialise in,
they also have the option to decline an order if it cannot be made. This will cut off the
intermediary of another member of staff. Due to the current way the bakery is run the
chefs only have basic computer knowledge and skills. This means that the chefs will
not be able to perform operations such as searching the database for a specific
order or customer. The chefs will only be able to accept or deny orders. This will be
done by using basic mouse navigation skills. The final user of the system will be the
manager who will also double as the administrator this is due to the fact they are a
small business. They currently monitor the activity of the bakery by checking log
books and speaking to a member of staff. They are also responsible for what cakes
are available to sell. In the new system managers will be able to view what orders
have been assigned to which chef and which cakes are making the most money.
From the system they will also be able to change the items that are being sold and
change the price. As they have a managerial role, managers will be expected to
have higher computer knowledge and skills than the other staff as they will be able to
view, manipulate and edit data. For example performing searches of a specific order,
add or remove certain items in a table, Though compared to an expert user like me,
the designer of the online ordering system they are still relatively basic tasks but due
to the setting of a bakery the workers do not need much knowledge of computers as
a whole.

1.2 Investigation of User Needs and Acceptable Limitation

1.2.1 The Current System Analysis

1.2.1.1 Initial Interview - Mr Bukenya - Owner

1) What ordering system is currently in use?

“Currently we use a simple ordering system where the customer comes into the
store and orders an item, alternatively the customer can just phone in and place an
order. The order is then written down in a log book and the order is passed onto the
kitchen ”

2)How efficient is it?

“This current system works fine when there is a low volume of order however when
the number of orders increase they become hard to keep track of and mistakes
become more common.This decreases the output of the workers and increases the
waiting time. Sometimes this turns customers away.”

3)How will a dedicated ordering help your business?

“It will allow us to become more efficient as the staff will know what cake they are
making. Also it will help us to maximise our service during peak hours. Make the
service available to a wider range of people will increase revenue in the long run”

4)What information is needed to be entered by the user?

“The type of cake they want. However, it becomes more complicated for larger
orders or special orders as minute details have to be followed.”

5)Does the user give personal information?

“Yes, typically we record their telephone number, name and email so that we can
contact them in the future about their orders are deals going on in the bakery.”

6)What are the main problems do you think the current system has?
“Sometimes the orders are delayed or forgotten as they are over look amongst other
orders. On the other hand, repetition of the same order is a rising issue”

7) What hardware and software do you have?

“We use a simple telephone to make calls and we use mobile phones for our
whatsapp messages. We do not have any software that is not in our mobile phones”

8)Are there calculations that need to be made?

“We add up the value of the cakes and pastries the customer orders and that's it”

9)How often does your ordering system change?

“Our system does not change completely we mostly add more ways of ordering. We
started with mobile numbers and then we moved onto using whatsapp. We recently
added the ability to contact us by email So our system has not changed completely
since we started”
10) How easy is it for the customer to cancel or change their order?
“Currently, it is very hard for us to cancel orders because there is only a paper record
which is hard to go through. Changing the order is harder to go through as he has to
rewrite the entire order and we also normally delay the order as a result.”

1.2.1 Observation

Participant- Imran and Ismail

1. First a customer enters the store or phones into place an order
2. The person at the counter picks up the phone or speaks to them in person
3. The order is then written down onto a note which is then passed onto the
correct chef
4. The transaction is then written down into a log book with the date date that it
was placed
5. Customers details such as name, phone number, email address and home
address is stored in a customer diary
6. The log book is then stored with another log book in the filing cabinet and is
sorted by date.
7. The customer diary is stored in another filing cabinet. Sorted by alphabetical
order
8. Once the order is finished the customer is notified and is picked up or
delivered to them depending on what they choose.
 9. The order is then is then completed and a receipt is given to the customer
10. While the order is being fulfilled the manger goes around making sure that it is
done properly also receives reports by staff on ongoing and completed task

1.2.2 Investigation of Documentation

This is the menu shows the information presented to the customer so that they can
make their order. This is a digital version which is sent to a person via whatsapp.This
is a list of cakes for ceremonial and occasional cakes. The prices are displayed to
the left side.
This is a receipt that is given to the customer if they are ordering a personalised cake
for a special occasion. This will only be given to the customer if they have paid
upfront for a cake. From this I know that type of information that my ordering system
needs to store about my customer. Orders have to be calculated manually then
written on the receipt.
This is a picture of the record book where all purchases are recorded. The
purchases with paid alongside them means that the payment has already been
made. The record highlights the basic information the restaurant needs to create a
transaction log.

1.2.1.5 investigation of input forms, output forms report formats

from existing system

As shown on the above documents there are multiple ways of entering and storing
data. If the user is using whatsapp they will have to enter their orders electronically
through a digital keyboard. If they use this method they will see an output on their
phones as a member of staff responds. The main problem with this is that the staff
may not see the order if the are busy. Which can lead to long wait times for a
response.The transaction log is written by hand. One of the main problems is that it
may be hard for a member of staff to differentiate between clients if they have the
same names. Another issue that may arise from this handwritten document is that it
can be misinterpreted by a member of staff who is reading it.
1.2.2 DFD of current system (Level 0 and level 1)
1.2.3 Data Sources and Destination
Data Data Source Destination
Customer details Customer Customer diary

Order Customer Ordering form

Invoice Staff Manager

1.2.4 Entity relationship diagram and entity description of
current system

The current system does not use any database or linked files therefore a diagram
cannot be made.

1.2.5 Discussion of problems with current system

1. The only way to order a cake is to communicate to a member of staff through

whatsapp or come to the shop in person.
2. One of the main problems of communicating with someone of a messenger
app is that there is a chance of the order is delayed as it was not seen in time
3. Another problem with the current system is that all data about the customer is
stored on paper
4. If an order is placed in person it is written by hand which can lead to
misinterpretation by another member of staff
5. Retrieving data from a book will be time consuming
6. Managing and changing data on a paper base system will be time consuming
7. Paper may be lost ,stolen or damage
1.2.6 The proposed new system analysis

1.2.6.1 second interview

What is the main aspect of the ordering system that needs improving?
“ I believe that the main area that needs improving is how the customer orders the
cakes outside the bakery. I would like to minimize the communication needed
between a member of staff and the customer. As that currently creates delays. I
would prefer a fully automated system which the customer can use to order their
cakes.”

What do you expect to come out of this fully automated system?

“ Currently all prices have to be calculated manually which become a problem with
large orders. It would be nice if the automated system will calculate all of that
automatically. This will reduce the amount of billing errors and increase the efficiency
of service by making it faster.”

What data do you need on the customer?

“Their phone number and email address to inform them when their cake is ready.
This can also be used to send an invoice after they have completed an order.”

Does the customer have to create an account to use the new system?
“Ideally if the create an account they will not have to put their details in again.
However they should be an option to check out as guest.”

How would you like data to be stored in the new system?

“I would like all of the data to be stored securely on a computer instead of paper.As
there has been many instances where we have struggled to find relevant data on a
customer’s order.“

How important is user accessibility to you?

“User accessibility is very important as it will allow for the largest amount of potential
customer to look at our bakery”

What will the inputs and outputs be?

“We expect the users to use a keyboard and cursor to make their order. Each input
should have an appropriate output to ensure that the customer will have a smooth
experience ”
1.2.6.2 User needs

1. The main area Mr Bukenya wants to improve is automating the ordering

process with the only input being from the customer. He believes that this will
increase the efficiency of his business by allowing staff that would otherwise
be at the phone. One potential problem that I foresee is that this may be to the
detriment of the customer as they will not be able to ask about the orders
which may make it daunting to order.
2. Another advantage Mr Bukenya sees with this is that the automated system
will be less prone to errors, one example he gave was that a member of staff
may make an error when calculating the total sum of the order. This could
negatively impact the customer if the are wrongfully charged.
3. Mr Bukenya needs the users data to inform them when the cake is ready.
They will also need the data to keep track of who has ordered what at the
bakery. Customer data will be used to differentiate between similar orders.
One problem that may arise from this is that the system has to be very secure
as it has to keep the data safe.
4. This links to the previous point as Mr Bukenya suggested the idea that a user
may need to create an account to order online, so that they do not have to
enter all of their personal data again every time they want to use the service.
However he also suggested an option to check out as a guest.
5. Another point that was emphasised by Mr Bukenya was data security as there
were incidents of losing data that was stored on paper.
6. Mr Bukenya stated that he wanted a simple user interface that was easy to
use to make ordering online more appealing.
7. Mr Bukenya suspects a modern form of input and output. From this I can infer
that most customers will be ordering from a mobile phone so it is paramount
that the user interface is compatible with such devices.
1.2.7 DFD of proposed new system (level 0 and 1)
1.2.8 Data sources and Destination of proposed system

Data Data Source Destination

Customer details Customer Customer table

Order item Customer Order table

Job Chef Chef job table

Edit item Manager Item table

Change price Manger Item table

Entity
Relationship diagram:
Customer (CustomerID, Forename, Surname,TelephoneNumber, EmailAddress,
HomeAddress,Payment Details)
Staff (StaffID, Forename, Surname, TelephoneNo, Email)
Order (OrderNumber,OrderDate, CustomerID,ItemID, Price)
Orderline (OrderNumber, ItemID, Quantity)
Item (ItemID, ItemName, Price)

1.2.10 Analysis Data Dictionary

Data Example Data type

Name Ayman string

Mobile number 07123 456789 integer

Cake Black Forest String

Price £20 currency

Email address ayman@leyton.ac.uk string

Address 110 Halley string

Town/city London string

Date 10/09/2019 date

Postcode E1 4AB string

Job accept or decline Yes boolean

1.2.11 Data volume

On average the bakery gets around 20 personalised cake orders per week. With
each order comes the following data; Customer name, Mobile phone number,
design, size and price. The data has to be stored until the order is fulfilled. The data
must be readily available for the bakery to contact the customer regarding their
order.

1.3 Constraints
1.3.1 Hardware Constraints

CPU - Dual core @ 1.5GHZ

GPU- intel integrated graphics or Nvidia GT 710
RAM- 4GB
Storage- at least 1GB
Mouse
Keyboard
Monitor

1.3.2 Software constraint

Operating system- Windows 10
Programming languages- SQL, Dreamweaver CS5.5
Web browser Google chrome, Microsoft edge, Mozilla firefox

1.3.3 Time Constraints

To make sure that I have enough time to meet Bistro Bakery needs and
requirements I believe that I'll need up until april. Within this time frame I will be able
to test the system and reduce the amount of potential bugs. This will also allow me
the time to document the development of my program.

1.3.4 User’s knowledge of information technology

The software will be made so that it is very accessible and would require very little
prior knowledge of computers. I will try to base the ordering system off of other
modern day ordering systems which will give the user a sense of familiarity. This will
be very beneficial to Bistro Bakery as it will allow a large amount of potential
customers to use it.

1.3.5 System Access

The system will be mostly used by the user so most areas of the system will be seen
by the customer. However, only the store staff will be able to see the the customers
personal details such as Name, email address, delivery details, home address as
they would need to complete the customer’s order.

1.4 General Objectives

The main object is to create a system that allows the customer to order a cake. It
needs to improve on the speed of which the user can order a cake than the current
system.

1.4.1 Specific objectives

1. The ordering system will have one user
1.1 the customer who is ordering the cake
2. The customer need to create an account to be stored in the database
2.1 The customer needs to create an account so that they do not have to put all their
information in again
2.2 However there may be an option to check out as a guest
2.3 The account must only require data that will be useful in the ordering process
2.4 They will only use the account when logging in
3. The system must allow customers to order a cake
3.1 They should be able to order as many cakes as they want
3.2 They should be able to order a variety of different cake
4. The system should be able to calculate the total cost
4.1 Also calculate a 20% VAT charge
4.2 So the system must be able to do basic calculation
5. An invoice of their order will be sent by email
5.1 the invoice will contain the item that they have ordered along with the prices
5.2 The invoice should contain the address that it was billed
6. The design of the menu should be aesthetically pleasing
7. The system should allow the user to log out of the account when they are done or log
out automatically after a certain amount of time
8. It should allow customers to view orders placed
8.1 if needed to cancel them
8.2 if needed they could change them
9. Will have a contacts page
9.1 It will have the email and phone number of a member of staff.
10. The should also be a page where the customer can alter and change the information
on their account