Robatelli’s Continuing Case Solution – Chapter 2
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Describe how each of the following types of orders at Robatelli’s differs from the
processes and document flow mentioned in Exhibits 2-10 through 2-12.
1. In-store orders.
A process map for Robatelli’s in-store orders will look essentially the same as
is depicted in Exhibit 2-10. See Chapter8processmaps.xls. The only
difference is that, after preparing an order ticket, Robatelli’s servers enter the
order information into the company’s point of sales system through computer
terminals.
2. Telephone orders
A process map for Robatelli’s telephone orders will differ from Exhibit 2-10 in
that the Order Center and Deliverer will replace the role of the Server. An
Operator at the Order Center will take the customer order and enter the order
information in the company’s POS system. A delivery employee will deliver
restaurant location. The ticket is then forwarded to the delivery employee,
who takes it on the delivery run and uses it to confirm the amount to be
collected from the customer (for cash payments).
A data flow diagram for Robatelli’s telephone orders would differ from Exhibit
2-12 in that a process (task) should be added for the input of the order
information into the company’s POS system. This should occur before the
3. Internet orders.
A process map for Robatelli’s Internet orders will differ from Exhibit 2-10 in
that the Order Center and delivery employee will replace the role of the
Server. The Order Center captures the customer’s order as entered online,
then the order information is forwarded to the restaurant location. The order is
A document flowchart for Robatelli’s Internet ordering system will differ from
Exhibit 2-11 in much the same manner as for the telephone ordering system
because Robatelli’s system generates few documents. When orders are
received, they are entered directly into the computer system by the customer.
The first hard copy document to be printed is the order ticket after it is
received at the restaurant location. The ticket is then forwarded to the delivery
employee, who takes it on the delivery run and uses it to confirm the amount
to be collected from the customer (for cash payments).