Donatelli's Case Study Summary

Insights to Case Questions

Question 1

The business process contains ordering, customer service, accounting functions and information technology.

For ordering, there are three approaches including in-store orders, telephone orders and internet orders.

There are two types of in-store orders. The first one, server manually fill the order ticket at the tableside on the request of the customers and input the order into point of sales system through computer terminals at the food preparation station. For the walk-in order, server directly input the order through computer terminals at the counter.

For telephone orders, the company uses one-number system, indicating one number for all restaurants. Customers dial the number and an operator answers the phone and input order through a computer terminal. Customer have a choice to carry-out or delivery food at the nearest restaurant, while a database software in the system is used to confirm the address exists. The customer service representative verifies the order and credit card number at the end. Then the order together with credit card numbers are sent to the restaurant by the transaction system and printed at the food preparation stations.

For the internet order, customers shall be registered at any time during business

Robatelli’s should have implemented to lessen the risks related to its Internet order system. Authorization of transactions should be conducted. Robatelli’s management should have general authorization or specific authorization for sales processing. There should also be segregation of duties. No single person or department should conduct authorization, recording and custody of assets. These tasks should be separated in order to minimize risks. They should maintain adequate records for example the sales order, the daily sales summaries prepared daily by restaurant managers. Lastly, Robatelli’s accounting staff should have independent checks and reconciliation of sales summaries to the detailed