Robatelli’s Continuing Case Solution – Chapter 8
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a. Briefly describe the differences in Robatelli’s three order-entry systems (in-store,
telephone, and Internet). For each method, specifically identify the employees
needed and describe the tasks performed by these employees.
Obviously, the major differences are the manner in which the order is taken. During
the in-store sales, the customer is physically present and the order is taken and
written down manually before it is entered into the system. In the case of telephone
orders, the order is taken by a call center and entered into the computer as the order
is taken. Online orders are entered directly by customers through a web page.
b. Draw three process maps of the ordering and sales processes at Robatelli’s. One
process map should depict in-store sales, one should depict phone orders, and one
should depict online sales.
See the process maps in the file “Chapter 8 Solutions Process maps.xls” on the
c. Separately identify at least one internal control strength and/or weakness for each of
the three ordering systems (in-store, telephone, and Internet).
What is the control purpose of the drop-down boxes in the Internet ordering system?
The answers below are divided into a separate part for each type of order.
In-Store orders:
Strengths:
1. Data entry errors are greatly reduced because walk-in orders are entered
directly into the computer terminals located at the counters. In addition,
since the customer is present, it allows for easy verification of the order.
Weaknesses:
1. Tableside orders are taken manually, then re-entered into the computer
Telephone orders:
Strengths:
1. Data entry errors are greatly reduced by having the operators enter the
2. Time is saved by having the system store and automatically be able to
retrieve a customer’s favorite order. Entry errors are also reduced.
3. Having the streets database provide a link between the customer’s
4. Having all calls being processed in one central location enhances the
order-taking process due to reduced interruptions such as noises within
restaurant locations and possibly customer interruptions.
Weaknesses:
1. Credit card numbers and any other sensitive information should probably
not be sent to the various restaurants. Credit cards should be processed
2. When an order is sent to the various restaurants, additional work of
processing the credit card takes place. This creates chances for
Internet orders:
Strengths:
1. Once a customer has placed an initial order, that customer’s information is
stored in the database in order to reduce/eliminate re-keying of that
Weaknesses:
1. No mention is made of the need to provide a customer with a few
questions to eliminate fictitious orders.
2. No mention is made of the use of a secured website. The use of Secure
Socket Layer (SSL) for secure internet communication would enhance