FINAL YEAR PROJECT

Steer’s fast food restaurant online services
Final Year Project Page 1
TABLE OF CONTENTS
CHAPTER 1-PROJECT BACKGROUND AND RATIONALES
Project background……………………………………………………………………
Project objectives……………………………………………………………………...
Project scope…………………………………………………………………………..
Project challenges………………………………………………………………………
System users……………………………………………………………………………
System functionality…………………………………………………………………..
Deliverables……………………………………………………………………………..
Project development methodology……………………………………………………..
Project plan and Gantt chart……………………………………………………………
CHAPTER 2-COMPANY BACKGROUND AND STRUCTURE
The company……………………………………………………………………………
Mission and vision……………………………………………………………………..
Location and geographical area………………………………………………………..
Company structure…………………………………………………………………….
Business department…………………………………………………………………..
Product and services of steer’s restaurant…………………………………………….
Concept of franchising system for steer’s restaurant………………………………….
CHAPTER 3-LITERATURE REVIEW
Secondary research……………………………………………………………………..
Subway restaurant………………………………………………………………..
Pizza Hut restaurant……………………………………………………………...
Academic research……………………………………………………………………..

Customer relationship management [CRM]……………………………………..
Customer retention………………………………………………………………...
Business process re-engineering [BPR]……………………………………………
Technical tools………………………………………………………………………..
System methodology………………………………………………………………………
CHAPTER 4-RESEARCH METHODS
Primary research…………………………………………………………………………..
Observation…………………………………………………………………………..
Interview………………………………………………………………………………
Questionnaires…………………………………………………………………………….
Questionnaires questions and justification………………………………………………
Interview questions and justification……………………………………………………..
CHAPTER 5- ANALYSIS AND DESIGN
Analysis of the primary research……………………………………………………………
Analysis of interview……………………………………………………………………
Analysis of questionnaires………………………………………………………………
Value chain analysis [VCA]…………………………………………………………………..
Ishikawa concept………………………………………………………………………………
Limitations of current system………………………………………………………………….
CHAPTER 6-ENVIRONMENTAL ANALYSIS
SWOT analysis………………………………………………………………………………….
PEST analysis…………………………………………………………………………………..
Porter’s Five Forces…………………………………………………………………………….

McFarlan’s strategic Grid………………………………………………………………………..
CHAPTER 7-ANALYSIS OF PROPOSED SYSTEM
How proposed system overcome the limitation of current system…………………………….
Feasibility study………………………………………………………………………………….
Technical feasibility study…………………………………………………………………
Operational feasibility study………………………………………………………………..
Economic feasibility study…………………………………………………………………..
Proposed system analysis………………………………………………………………………
Design rationale…………………………………………………………………………….
Proposed system interface design and user guide……………………………………………….
CHAPTER 8-SYSTEM IMPLEMENTATION AND MAINTENANCE
Conversion implementation……………………………………………………………………..
Implementation method…………………………………………………………………………..
System maintenance……………………………………………………………………………….
System development………………………………………………………………………………
CHAPTER 9-SYSTEM TESTING
Objective of testing………………………………………………………………………………
Unit testing……………………………………………………………………………………….
Integration testing………………………………………………………………………………..
Acceptance testing……………………………………………………………………………….
Testing results…………………………………………………………………………………….
CHAPTER 10-CRITICAL EVALUATION AND OVERALL CONCLUSION

Degree of success……………………………………………………………………………….
Benefits of the proposed system to targeted users………………………………………….
Future enhancements…………………………………………………………………………
Learning experience…………………………………………………………………………..
Overall conclusion……………………………………………………………………………..
Appendix………………………………………………………………………………………

ACKNOWLEDGEMENT
When I am writing this project my moody was good because of the topic title I choose make me
interested with what I am writing in this project and research I conducting up to the time I finish
this project, in the point that now a days the world demand mostly on e-commerce activities in
conducting business and online transaction growth everyday as now we are in science and
technology century.
I would like to express my special thanks of gratitude to my supervisor Mr. Nicholas Jeremy A/L
Francis for the support and help he gave me towards the completion of this project, most of time
he correct me where I am wrong, guide me where necessary and leave to me comments which are
so helpful in the progress of this project until I finish it, it’s so helpful for me and good to
working with him.
I wish to thank my advisor Mr. Ahmad Muzammir Bin Muhammad for the guide and comments
he gave to me during the mid-point presentation about how to write a good documentation based
on all part business part and IT part too, it help me a lot towards the completion of this project
because it give me picture of what to write in the documentation of this project, I am so thankful
for that.
I wish to thank my fellow classmates for the advice we give each other daily we meet in the class
and outside the class on which area is important in project, how to write it and also helping each
other towards the completion of this project is so helpful because sometime I forget necessary
research on this project, I am so thankful for that also.
I wish to thank my family and outside friends for the encouragement and motivation towards the
completion of this project, is so helpful, first my family for financial matter here during the four
years I am staying here in Malaysia, and outside friends for supporting each other daily until
now I am writing my final year project.
Lastly I am really thankful for all I mention above and others who helped me a lot in finishing
this project within the limited time.

EXECUTIVE SUMMARY
The purpose of this project is to create website and online ordering system for steer’s fast food
restaurant which will allowed customers to order online from the website steer’s which is located
in Tanzania and also to view menu and its price in the website.
Below are summary for each chapters in this project:
Chapter 1
In chapter 1 briefly discussed about the project background and rationales which include project
objectives which are design website and increase the market, its scope which is online ordering
system, challenges faced in this project which is time limit, deliverables which is customer
satisfaction in using an effective and efficient system, project development methodology which is
prince2 methodology and project plan and Gantt chart.
Chapter 2
In chapter 2 briefly discussed about the company background and structure which include the
history of the company, mission and vision of steer’s company which is to improve customer
relationship, location and geographical area of Tanzania, company structure of steer’s company
and its explanation, product and services of steer’s restaurant and concept of franchising system
for steer’s restaurant.
Chapter 3
In chapter 3 briefly discussed about the literature review which include secondary research which
involve research which already be made by others such as subway restaurant, academic research
which involve CRM, customer retention, BPR, technical tools and system methodology
Chapter 4

In chapter 4 briefly discussed about the research methods which include primary research involve
observation and interview questions and its justification and questionnaire questions and its
justification.
Chapter 5
In chapter 5 briefly discussed about the analysis and design which include analysis of the primary
research, analysis of questionnaires, analysis of the company’s current system using value chain
analysis, ishikawa concept and limitations of current system which are manual system, poor
advertising and so on.
Chapter 6
In chapter 6 briefly discussed about environmental analysis which include SWOT analysis, one
among strength of steer’s restaurant is strong brand name of the company in Africa, for
weaknesses is outdated technology and so on, PEST analysis, porter’s five forces and Mc
Farlan’s strategic Grid.
Chapter 7
In chapter 7 briefly discussed about analysis of proposed system which include how proposed
system overcome the limitation of current system which one among the points is it will be
automation system and so on, feasibility study which involve technical feasibility study,
operational feasibility study and economic feasibility study, design rationale and its component
and proposed system interface design and user guide.
Chapter 8
In chapter 8 briefly discussed about system implementation and maintenance which include
conversion implementation and its methods, implementation method which means the selected
method to be implemented in steer’s restaurant company, system maintenance and its types and
system development.

Chapter 9
In chapter 9 briefly discussed about system testing which include objective of testing which one
among the points is system testing make system defect less so that it will works properly as it
supposed, types of system testing such as unit testing and so on, and testing results of the
proposed system.
Chapter 10
In chapter 10 briefly discussed about critical evaluation and overall conclusion which include
degree of success which one among the points is project implementation and design meet user
requirement and so on, benefits of the proposed system to targeted users which one among the
points is the system will work efficient and accurate, future enhancements which one among the
points is to include search engine in the website of steer’s restaurant, learning experienced which
I get through this project and overall conclusion.

CHAPTER 1
Online customer services management system for steer’s restaurant in Tanzania
PROJECT BACKGROUND AND RATIONALES
Project background:
Online customer services management system for steers restaurant in Tanzania, is an online
website which deals with customers to order food online from steers restaurant which is located
in Tanzania, not only order food but also find information concerned with steers restaurant,
including about restaurant, all types of menu steers offers, location of restaurant, feedback from
customers whether the services they get is good or need to improve, also option of payment in
ordering food.
The idea of this system is to make steers restaurant in Tanzania to become updated restaurant
means to make conducting its activities online, where by customers also prefer online services
because it’s more convenient to them, as customers they can order food in they place and food
will be delivered to the place within 45 minutes.
As technology grow day by day, people who are using internet services also increase daily, from
everywhere part of the world including Tanzania, so online service for steers restaurant it will be
accepted by many people [customers], also to make restaurant famous for both local people and
tourists[foreigners] in Tanzania.
Problem context of the project:
1. Consumers they don’t know about the restaurant [.i.e. where is located]
Consumers find difficulties in knowing where the location of restaurant by design the website it
will be easily to know the location of restaurant, working day and time, menu offered by
restaurant and the how to contact the restaurant.
2. Awareness of restaurant to public

By designing website the restaurant will easily know to the public, is the form of advertising also,
so consumers will start knows more about the restaurant.
Rationale of project:
I. Provide convenience to customers
Online services will provide convenience to the customers, because customers will not need to go
direct to the restaurant and wait or stand in cue for ordering food but this system will help
customers to order in the place what they want from restaurant and food will be delivered in the
home or place of ordering.
II. Increase customers
Online services will open market for the business, so as customers increase also the restaurant
will grow because of increasing profit and also market.
PROJECT OBJECTIVES
A. Design website for steer’s restaurant
Objective of this project is to design website for steer’s restaurant which will include system of
ordering food online, and option of payment of the food ordered by customers from the menu of
steer’s restaurant.
B. Increase market for steer’s restaurant
Also as an objective of this project, it focus on increase market for the restaurant because new
customers will start ordering food from steers as they will find more convenience to order online,
as the result more profit to restaurant will become.
C. Enable customers to order online

This project will enable customers to order online from the website of steer’s restaurant, and also
customers will find option of payment from the website.
PROJECT SCOPE
The project scope is the definition of what the project is supposed to accomplish and the budget
of both time and money that has been created to achieve these objectives.
Best results are achieved when both the definition and the budget are precise and detailed. A
good project scope document defines specifically what tasks are to be performed or results
delivered. It defines the specific date when these deliverables are due and lists the budget
allocated for them.
www.management.about.com
Scope of proposed system
The scope of the proposed system will be based on the features and functionalities of the website
proposed for steer’s restaurant which is located in Tanzania, which is fast food restaurant.
Core features of the proposed system:
 Feedback services for customers:
Customer feedback is the process or specific instance of providing information to businesses
about products, services and customer service. Management, marketing and sales departments
can all use customer feedback to streamline processes and improve profitability.
Performance feedback enables companies to assess the performance of employees. There exist
different forms of feedback. Companies can either implement internal feedback measures or hire
an external consulting company to gather and analyze the performance feedback. Companies can
collect formal and informal feedback. Peers, managers and external customers can provide
feedback on employees. Direct reports can also provide feedback on their managers to determine
the managers' effectiveness and overall management skill level

www.ehow.com/aboutfeedback
Same to steers management will use feedback from customers in order to improve its
performance and to have more customers which will bring result of high profit of the business.
 Online payment system
Is the form of electronic commerce whereby customers directly buy food from the website of
steer’s restaurant over the internet, then he or she can find option of paying online depends on the
cost of the food ordering from the website, for this proposed project customers can pay online
using his or her visa card or master card.
Enhances features of the proposed system:
 Online ordering system:
It means an e-commerce function where a company [which is steer’s restaurant] allows customers
to order products or services [food] via their website.
It will Captures order data from customers directly, stores the data in a central database and sends
order information to the admin for processing order from the customers.
Since the Internet is booming, having an online ordering system can boost sales to some extent as
it eases customers to place an order for the company's services [steer’s restaurant].Customers can
place orders from their home as long as they have a computer/laptop with Internet connection.
For steer’s restaurant, customer can order food online once he sign in if is the first time to use the
service, and his or her information will be saved in the database, for the other time he or she will
only use the same information to order food from the steer’s restaurant.
Special features:
 Multimedia content to show menu available from the steer’s restaurant.
 Payment option using visa card or master card.
PROJECT CHALLENGES

Programming language:
In order to complete this project, it will be needed to understand some of programming language
and choose one among PHP, ASP.Net programming language and VB.Net programming
language, as BIT student we didn’t go into deep about programming language, so it will need to
study online, search on it in order to make system complete successfully.
Time limit:
Time also be among the challenge of complete this system, because only few months needed to
complete this project about seven months, which it will be difficult because other modules also
needed to be done including exams and assignments for the same months, therefore time limit is
challenge for this project.
SYSTEM USERS
Users for the proposed system will be customers who will access the website of the steer’s fast
food restaurant and view the menu and allowed to order food online from the steer’s website,
another users of the proposed system will be admin (management) of steer’s fast food restaurant
who will view order in the system from customers will be allowed to edit it new menu in the
system and also can delete previous ordering report from customers, therefore customers will be
allowed to replace order from different location where they exist can be home or working area.
SYSTEM FUNCTIONALITY
For the restaurant side:
Management (staff) of the steer’s fast food restaurant will provide the food menu in the website,
update and modify the menu in the site, view customer details, view delivery order report from
customers, handle the food delivery and post advertisement and promotion in the website for
customers to view it.
For the customer side:

Customers who will access the website of steer’s fast food restaurant will be able to register
account with the restaurant, login to access the account, view food menu and its price, view
promotions and advertisement and placing food delivery ordering.
PROJECT DELIVERABLES
A project management term for the quantifiable goods or services that will be provided upon the
completion of a project. Deliverables can be tangible or intangible parts of the development
process, and are often specified functions or characteristics of the project.
Deliverables serves as a general term that encompasses the requirements of a project. A
deliverable may be an object, used in the greater scheme of the project. For example, in a project
meant to upgrade a firm's technology, a deliverable may be a dozen new computers.
Alternatively, a deliverable may be a function or aspect of the overall project. For example, a
software project may have a deliverable specifying that the computer program must be able to
compute a company's accounts receivable.
www.investopedia.com/deliverables
 A well design interface for the project
Project deliverables for this proposed project, is to design good interface of the website for steer’s
restaurant which aims also to get more visitors or customers for the restaurant as the result to
bring more profit for the business.
 Customer satisfaction in using an effective and efficient system
To make customers satisfy in using the system of steer’s restaurant, when customers open the
system of the restaurant he or she will find all more comfortable when using it because it will
provide all important function to his or her needs.
 Gantt chart for the project proposal

Also to show period of time this project taken until the completion stage of the proposed project,
it will shows all work taken from the beginning up to the end of finishing the project which
exactly date and how many days for each tasks has taken it.
 Feedback customers services
Which will help the company to improve its performance in order to provide better services to
customers depend with the feedback provide to the company and all complaints customers send
to the company of steer’s restaurant.
PROJECT DEVELOPMENT METHODOLOGY
Project development methodology is purpose is to provide a standard and guidelines to ensure
that business information technology projects are conducted in a disciplined, well-managed and
consistent manner that promotes the delivery of quality products and results in projects that are
completed on time and within budget.
The methodology and how it fits in the overall project life-cycle methodology is conceptually
shown in the figure below:
Project management process
Project Time Frame
Business
and IT
Planning
Project
Concept and
Definition
Project Planning
and Risk
Identification

Project development methodology for proposed project:
PRINCE2 METHODOLOGY:
Prince2 methodology is a structured project management method, the aim of this methodology is
to encompasses the management, control and organization of a project, one of the most popular
and widely used project management methodologies around it is used for both the public and
private sectors, it has become the de-facto standard for project management in the UK {Duncan
Haughey, 2000}.
Some of the benefits of using PRINCE2 methodologies are as follows;
 Better control and use of resources
 A means of managing risks and issues
 Flexible decision points
 Regular reviews of progress against the project plan and business case
 Assurance that the project continues to have a business justification
 Early visibility of possible problems
 A mechanism for managing deviations from the project plan
Project
Startup/
Baseline
Project
Execution Project Close-
Out
Operational/
Maintenance

 A process for capturing lessons learned
www.projectsmart.co.uk
PRINCE2 methodology guidelines and its step are as follows:
Phase1: Starting up a project
In this phase of the methodology the project researcher and developer describing in outline what
the project is attempting to achieve and the business justification for doing so, in summary the
overall approach to be taken is decided and the next stage of the project is planned.
Phase 2: Initiating a project
In this phase of the methodology the process builds on the work of the startup process, and the
project document brief is augmented to form a business case, the approach taken to ensure quality
on the project is agreed together with the overall approach together with the overall approach to
controlling the project, project files are also be made as in overall plan for the project and plan for
the next stage also is created.
Phase 3: Directing a project
In this phase of the methodology the process dictates how the project board should control the
overall project, the project board can authorize an initiation stage and can also authorize a project
including any stage plan that replaces an existing stage plan, also covered which way the board
can give ad hoc direction to a project and the way in which a project should be closed down.
Phase 4: Controlling a stage
In this phase of the methodology suggests that the project could be broken down into stages and
these sub-processes dictate how each following stage should be controlled and monitored and
how the highlights of the progress should be reported to the project board together with the way
in which corrective action should be taken.
Phase 5: Managing stage boundaries

In this phase of the methodology controlling a stage process dictates what should be done within
a stage, dictates what should be done towards the end of a stage, mostly obviously the next stage
should be planned and overall project plan, risk log and business case amended as important,
lastly the process dictates how the end of the stage should be reported.
Phase 6: Managing product delivery
In this phase of the methodology process has the aim of controlling the link between the project
managers and the team managers by placing formal requirements on accepting, executing and
delivering project work, also to ensure that the work on products allocated to the team is
authorized and agreed and planned products are delivered to expectations and within tolerance.
Phase 7: Closing a project
In this phase of the methodology it covers the things which should be done at the end of a project,
the project should be formally, follow on actions should be identified and project itself be
formally evaluated review.

www.skillresource.com
PROJECT PLAN AND GANTT CHART
Project planning is a discipline for stating how to complete a project within a certain timeframe,
usually with defined stages, and with designated resources. One view of project planning divides
the activity into:
 Setting objectives (these should be measurable)
 Identifying deliverables
 Planning the schedule
 Making supporting plans
www.searchcrm.techtarget.com
Appendix: attach
CHAPTER 2
COMPANY BACKGROUND AND STRUCTURE
The company:
Steers was founded in the 1960s by George Halamandres [of Greek descent]. Following a visit to
the United States of America in the 1950s, Halamandres (actually spelt Halamandres, a mistake
made at the immigration office) returned to South Africa to introduce the concept and opened the
first steers steakhouse restaurant in Bellevue, near Johannesburg. The restaurant and concept
attracted much attention and was s success. Halamandres was joined by his son John and his
nephews, the Halamandres brothers, Peter (Panayiotis), Theofanis, Perry (periklis) and Babis
(charalambos) in the 1970s. The success of the Bellevue restaurant soon lead to additional
restaurants being opened and the concept of franchising were introduced to the South Africa

market .During the very early stages of expansion, a steers restaurant was opened in the sandton
city shopping mall in Johannesburg, and became the platform for the franchise concept. The
franchise expanded rapidly in South Africa and become one of South Africa’s most well-known
fast-food chain restaurants.
In March 1994, the company listed under the name steers holdings limited on Johannesburg stock
exchange in South Africa. At the time the company had 162 steers’ restaurants. On 1 January
1995 the company share price closed at ZAR 0.925 currently there 520 outlets spread across the
African continent and the share price is over R30.00 including Tanzania.
MISSION AND VISION
Mission:
Mission showing the purpose of the company, the overall goal, provide path and guide decision
making, also it provide the framework within the company’s strategies are formulated.
Mission of steer’s restaurant;
 The steer’s company mission is to maximize profitability.
 Improve customer relationship.
 And to deliver sustainable growth year after year.
Vision:
Vision is aspirational details of what the company would like to achieve or accomplish in the
long-term future, it is intended to show clear guide for choosing current and future courses of
action.
Vision of steer’s restaurant;
 To be the leader of integrated fast food services in Tanzania.
 To deliver consistent quality products
 To gain more health minded consumers.

LOCATION AND GEOGRAPHICAL AREA[TANZANIA]
Tanzania is in East Africa on the Indian Ocean. To the north are Uganda and Kenya; to the west,
Burundi, Rwanda, and Congo; and to the south, Mozambique, Zambia, and Malawi. Its area is
three times that of New Mexico. Tanzania contains three of Africa's best-known lakes—Victoria
in the north, Tanganyika in the west, and Nyasa in the south. Mount Kilimanjaro in the north,
19,340 ft (5,895 m), is the highest point on the continent. The island of Zanzibar is separated
from the mainland by a 22 mile channel.
www.infoplease.com
COMPANY STRUCTURE
Company structure is the framework, typically hierarchical, within which the company arranges
its lines of authority and communications and allocates rights and duties. Company structure
determines the manner and extent to which roles, power and responsibilities are delegated,
controlled and coordinate and how information flows between levels of management.
www.businessdictionary.com
The company structure depends entirely on objectives and strategy chosen to achieve them.in a
centralized structure all authorities and decision making power is from top layer of the
Tanzania

management and assign to separated department, in decentralized structure the decision making
power is distributed to the different departments.
Company chart illustrates the company structure as shown below for steer’s restaurant:
BUSINESS DEPARTMENT
Business department means a specialized unit of the company. A department store area that
focuses on a particular line of services or products, business department allows the functions to
benefit from specialization and division of labor this leads to lower unit costs and a greater
efficiency.
Business departments for steer’s restaurant;
Marketing and sales department:
For steer’s restaurant sales and marketing department is to taking care of customers which means
taking care of business, sales and marketing team members develop distinctive business solutions
General
Manager
Marketing
Department
Purchasing
Department
Financial
Department
HR
Department

for valued customers and also marketing department directs and coordinates the development of
overall marketing objectives and strategies for steer’s services.
The main functions of a sales department are to attract and retain customers, sales activities need
to been coordinated to meet the customer demand with appropriate supply and to increase the
volume of sales with the consideration of a particular period of time.
Sales department for steer’s its function is to deals with all aspects of selling to customers and
marketing its function carries out marketing research, organizes advertising and promotion.
Purchasing department:
For steer’s restaurant purchasing department buys all the raw materials and goods required for
production and also have task to research and monitor the company’s buying decisions which are
equipment purchases, serviceproviders, suppliers and even research into quality control.
The main functions of purchasing department are to be a center of information on sources of
supply for the many items used by the company, to provide assistance in procurement by
obtaining quotations, ordering and expediting deliveries and making adjustment until the
suppliers or services are received or performed satisfactorily.
Evaluating price, purchasing department is in charged with continuously evaluating whether it is
receiving materials at the best possible price in order to maximize profitability.
Financial department:
For steer’s restaurant financial department include planning, organizing, auditing, accounting for
and controlling its company’s finance also produces financial statements and provide strategic
financial support for business and operational planning.
The main functions of financial department are provide day-to-day financial services to the
company which are payroll to each employees which involving paying salaries to workers,
dealing with billing, budget preparation and administration ,monitoring service providers of the
company.

Provides a detailed record of the money coming in and going out of the business and prepares
accounts as a basis for financial decisions and update managers for the current information for
them to make the best decisions for their departments, financial department has task to provide
the most accurate and timely information possible.
Human Resources department:
For steer’s restaurant human resources department deals with the management of people within
the company which are hiring members of staff for steer’s restaurant involves attracting
employees for good work environment, keeping the in their positions and ensuring that they
perform their duties to expectation.
The main functions of human resources department are to meet the company needs of the people,
skills development and tracking, benefits administration and compliance with associated
government regulations, also with all the company recruitment, training, health safety of
employees and pay negotiations with unions or workers.
PRODUCT AND SERVICES OF STEER’S RESTAURANT
Steer’s leading flame-grilled burger brand that has been serving "Real Burgers" to South Africans
for over 50 years. Testament to their great tasting food is the fact that they have won the Leisure
Option's Reader's Choice Awards for "best burger" for 15 years running and "best chips" for 13
years running.
Steers is all about the flame-grilled burger and handmade chips. Aside from the wide range of
beef, chicken and vegetarian burgers, together with the famous King Steers Burger, one will also
find that their menu has a wide range of other famous favorites’, such as our flame-grilled basted
ribs, hero steak rolls, creamy ice-creams and milk shakes.
Food Offerings
Customers can enjoy the extended Steers Diner menu which includes different breakfasts,
ranging from healthy muesli, yoghurt and fruit salad to a grill breakfast or flapjack breakfast.

There is an extensive selection of Steers' famous burger meals served with their award-winning,
"made from fresh" chips. The Steers flame-grilled classics (the Hero Steak roll) is joined by a
new selection of flame grilled specialties including lamb chops, ribs, a mixed grills, and ultra-
rump steak. Those in search of a light meal can feast on any of a wide variety of toasted
sandwiches and salads.
The fabulous dessert menu includes fruit salad, ice cream, flapjacks, sundaes and milkshakes.
Those in need of a caffeine fix can enjoy the very best coffee made with state-of-the-art coffee
machines and top of the range coffee beans.
The children are taken care of with "the goods" and "Busy Box" offerings.
Steers aims at creating an experience from when you first enter until you leave, its more than just
great food, it’s also about smiles and making people happy.
www.shell.com
CONCEPT OF FRANCHISING SYSTEM FOR STEER’S RESTAURANT
Steer’s in Tanzania was franchising from South Africa which was started in 1965 and the
following is the concept of franchising system:
Franchising
The International Franchising Association’s (IFA) legal definition of franchising is a contract or
agreement, express or implied, oral or written, between two or more persons by which;
 A franchisee is granted the right to engage in the business of offering, selling or
distributing goods or services under a marketing planprescribed in substantial part by a
franchisor.
 The operation of the franchisee’s business pursuant to that plan or system as substantially
associated with the franchisor’s trademark, service mark, trade name, logo type,
advertising, or other commercial symbols designating the franchisor or its affiliates”
(Khan , 1999: 4).

Franchising is an effective means of growing a business by leveraging the investment potential of
third parties to” establish improved geographic concentration, economies of scale, and expansion
without the financial risk accompanying direct investment”. The franchisor ‘licenses’ to selected
franchisees the use of the business trademarks, systems, operating procedures and marketing
methods in return for a license fee or royalty (Rwigema and Venter, 2004: 453).
Franchise system
According to the Franchise Advice and Information Network (FRAIN, 2004), a franchise system
has the following properties and circumstances:
o The franchisor owns the brand name;
o The franchisor operates a multi-unit network where the single units are presented to
customers under a common brand name;
o A percentage of the units of operation are owned or partly owned by third parties, i.e.
franchisees or joint venture partners, the franchisor has concluded legal agreements with
the franchisees and joint venture partners (FRAIN, 2004).
Fees which franchisee needs to pay to franchisor [steers in Tanzania need to pay the following
fees to founder of steer’s who is located in South Africa] are:
Franchise fee
A franchise fee is the initial fee paid by the franchisee to the franchisor. The franchise fee usually
includes training, site selection and evaluation assistance, and the rights to use the franchisor’s
trademark and business system
Royalties
Royalties are fees paid to the franchisor for continuing use of the trademark and in exchange for
the franchisor’s ongoing support services.
Advertising Fee

An advertising fee is a fee paid to the franchisor as the franchisee’s contribution to the marketing
effort. This is usually a percentage of the franchisee’s sales and is often paid on a monthly basis.
www.franklinkasia.com
Steps in developing a franchise system
STEP 1
BUSINESS SUITABILITY FOR FRANCHISING
STEP 2
BUSINESS PLAN AND FEASIBILITY STUDY
STEP 3
ESTABLISH PILOT OPERATION
STEP 4
DEVELOP THE FRANCHISE PACKAGE
STEP 5
DEVELOP MANUALS AND AGREEMENT
STEP 6
MEET ETHICAL REQUIREMENTS
STEP 7
RECRUIT AND SELECT FRANCHISEES
STEP 8
TRAIN THE FRANCHISEES

Source: adapted from nieman et al [2003:253]
CHAPTER 3
LITERATURE REVIEW
Literature review is a critical and in depth evaluation of previous research. It is a summary and
synopsis of a particular area of research, allowing people reading the paper to establish why
researcher is pursuing this particular research program. A goodliterature review expands upon the
reasons behind selecting a particular research question.
A literature review can be a precursor in the introduction of a research paper or it can be an entire
paper in itself, often the first stage of project allowing supervisor to ascertain that the student is
on the correct path.
Secondary Research:
www.experiment-resources.com
First the aim of this project is to develop a system for ordering food online from steer’s restaurant
also to make a good customer relationship, it is a system which will enable customers to place
their order online from the website of steer’s restaurant. The reason to develop the system is due
to the problem facing by the fast food restaurant industry, the problems are peak hour-long queue
issues, speed major requisite of fast food preparation, limited promotion about the restaurant, and
sometime low place for sitting for customers during night time. Therefore this system will
STEP 9
MANAGE THE FRANCHISE SYSTEM

overcome all mention problems which customers and management are current facing. Also it
provides user-friendly web pages and effective adverting about new product to the customers and
visitors of the website.
They are exciting fast food restaurants which already have the same system for ordering online as
mention below and how it works:
SUBWAY restaurant
[www.subway.com]
Subway fast food restaurant which was founded by Fred DeLuca in 1965 the first store was
opened in Bridgeport Connecticut in august, from that then subway started franchise system in
different countries of the world, today subway brand is the world’s largest submarine chain with
more than 34,000 locations around the world.
Online ordering system for subway:
Subway have also the system of order food online, where by visitors or customers can order food
online directly from the website of subway, when customers wish to order food online can visit
the website of subway and see the page written order online on top of the home page when he or
she click it will directly take to the order online page, first he or she will supposed to choose the
city and see if ordering system is available on that particular city, then when he or she click on
the particular city and the system is available the other page will appear of select menu category,
when he or she select menu category wish to order then first the form of customer information
will appear when it will require customer to fill his or her information about name, cell number,
phone number, and the order summary will appear which shows pick-up time, total amount
supposed to be paid, then when click submit order information will go the admin of subway
which later will verify with the customers about his or her order and deliver it.Subway is letting
its customers place orders via their mobile phone, The Company has partnered with GoMobo for
the Subway Now program to target New Yorkers, who can text their orders to short code 466626.
Diners get a text back confirming when their order will be ready.

GoMobo is a remote food-ordering platform. The service lets customers order ahead via the Web
or through a text message to skip the line at quick-serve restaurants.
PIZZA Hut Online Ordering
[www.pizzahutonline.com.my]
Pizza hut was founded by Frank and Dan Carney in 1958, open the first pizza hut in Wichita,
Kansas, in 1973 pizza hut went international with restaurants in japan, Canada and England
slowly worldwide.
Before order menu from pizza hut also it will require customer to sign in by providing his or her
full name, email, password, sex, contact no.1 and 2 and birth date then the system will register
the customer, same customer when wish to order for the same time will not needed to register
again as his or her information will be keep in database of the company, only will provide
username or email and password then can be allowed to login as the information previous already
stored in the system.
Ordering pizza for delivery usually involves contacting a local pizza restaurant or chain by
telephone or online. Online ordering has gained popularity in countries with high Internet usage
such as the United States and Canada, where most pizza chains now offer online menus and
instant ordering{pizzahutmanagement,2004}.
Academic Research:
CUSTOMER RELATIONSHIP MANAGEMENT
Customer Relationship Management is a company-wide business strategy designed to reduce
costs and increase profitability by solidifying customer satisfaction, loyalty, and advocacy. True
CRM brings together information from all data sources within an organization (and where
appropriate, from outside the organization) to give one, holistic view of each customer in real
time. This allows customer facing employees in such areas as sales, customer support, and

marketing to make quick yet informed decisions on everything from cross-selling and upselling
opportunities to target marketing strategies to competitive positioning tactics.
www.destinationcrm.com
Customer relationship strategy;
Strategies of CRM are basic the achievement of specific CRM objectives, and also must be
customer focused as a direct reflection of the company’s purpose and supports the company
vision.
Customer relationship management will keep information of customers in the database and using
that information to provide better services which are name, e-mail, feedback, complaints in order
to have customer satisfaction in future time.
CUSTOMER RETENTION
It is defined as the activity that a selling organization undertakes in order to reduce customer
defections. Successful customer retention starts with the first contact the company has with a
customer and continues throughout the entire lifetime of a relationship. A company’s ability to
attract and retain new customers, is not only related to its product or services, but strongly related
to the way it services its existing customers and the reputation it creates within and across the
marketplace. Customer retention has a direct impact on profitability.
www.customermanagementiq.com
Active customers when they are happy, they will retained to the same company services again
and again, customers have behavior to feel they are win for the choices they make, company
marketers take advantage of customers behavior of this by offering promotions of various kinds
to get customers engage in a behavior and feel good about the company which will result to high
profitability. These promotions range from discounts and sweepstakes to loyalty programs and
concept approaches such as thank-you notes and holidays gifts.
BUSINESS PROCESS RE-ENGINEERING [BPR]

Business process reengineering (often referred to by the acronym BPR) is the main way in which
organizations become more efficient and modernize. Business process reengineering transforms
an organization in ways that directly affect performance {by peter carter}.
 BPR involves changes in structures and in processes within the business environment.The
entire technological, human, and organizationaldimensions may be changed in
BPR.Information Technology plays a major role inBusiness Process Reengineering as it
provides office automation.
Impact of business process re-engineering;
BPR is the key to transforming how people work, changes in processes can have dramatic effects
on cash flow, service delivery and customer satisfaction even the act re-documenting business
process alone will typically improve company efficiency by ten percent.
Implementation of BPR to a project is starting with mission and vision statements of the company
that will define the purpose of the company and describe what sets it apart from others in its
industry and provide clear picture of the desired future position.
For steer’s company current they don’t have automation system in implementing business
process re-engineering it will change the company from manual conducting activities to
automatic way of conducting its activities.
o Reengineering is the fundamental rethinking and radical redesign of business processes
to achieve dramatic improvements in critical contemporary measures of performance
such as cost, quality, service and speed.
o Process is a structured, measured set of activities designed to produce a specified output
for a particular customer or market. It implies a strong emphasis on howwork is done
within an organization. "(Davenport 1993).
 Lastly why business process re-engineering [BPR] is being used in this project because
steer’s restaurant company should re-structure the company from manual system which
they are using now to the automation system which is the proposed system.

TECHNICAL TOOLS
Programming language:
Coded language used by programmers to write instructions that a computer can understand to do
what the programmer (or the computer user) wants. The most basic (called low-level) computer
language is the machine language that uses binary ('1' and '0') code which a computer can run
(execute) very fast without using any translator or interpreter program, but is tedious and
complex. The high-level languages (such as Basic, C, Java) are much simpler (more 'English-
like') to use but need to use another program (a compiler or an interpreter) to convert the high-
level code into the machine code, and are therefore slower. There are dozens of programming
languages and new ones are being continuously developed. Also called computer language
PHP;
PHP (recursive acronym for PHP: Hypertext Preprocessor) is a widely-used open source general-
purpose scripting language that is especially suited for web development and can be embedded
into HTML.
Instead of lots of commands to output HTML (as seen in C or Perl), PHP pages contain HTML
with embedded code that does "something" (in this case, output "Hi, I'm a PHP script!"). The
PHP code is enclosed in special start and end processing instructions <?php and ?> that allow
developer to jump into and out of "PHP mode."
What distinguishes PHP from something like client-side JavaScript is that the code is executed on
the server, generating HTML which is then sent to the client. The client would receive the results
of running that script, but would not know what the underlying code was. Developer can even
configure web server to process all your HTML files with PHP, and then there's really no way
that users can tell what have up sleeve.
The best things in using PHP are that it is extremely simple for a newcomer, but offers many
advanced features for a professional programmer

www.php.net
Three main areas PHP scripts are used:
 Server-side scripting. This is the most traditional and main target field for PHP. Need
three things to make this work. The PHP parser (CGI or server module), a web server and
a web browser. Need to run the web server, with a connected PHP installation. Can access
the PHP program output with a web browser, viewing the PHP page through the server.
All these can run on home machine if just experimenting with PHP are programming.
 Command line scripting. Can make a PHP script to run it without any server or browser.
Only need the PHP parser to use it this way. This type of usage is ideal for scripts
regularly executed using cron (on *nix or Linux) or Task Scheduler (on Windows). These
scripts can also be used for simple text processing tasks.
 Writing desktop applications. PHP is probably not the very best language to create a
desktop application with a graphical user interface, but if PHP very well, like to use some
advanced PHP features in client-side applications can also use PHP-GTK to write such
programs. Also have the ability to write cross-platform applications this way. PHP-GTK
is an extension to PHP.
www.php.net
Reasons to use PHP programming language for the proposed system are as follows:
 PHP is a widely-used general-purpose scripting language that is especially suited for Web
development and can be embedded into HTML.
 Ease of Use- PHP is easy to learn compared to many other scripting languages. PHP has a
syntax that is easy to parse and is actually rather human-friendly.
 Compatibility.-PHP runs native on all UNIX and Windows platforms.
 It runs on many different operating systems.
 It can be optimized, even "compiled" for performance closer to that of more established
compiled languages.
 Interfaces very easily with Apache/MySQL
 Includes a host of in-built features that simplify programming of common tasks.

 Open source- PHP is open source is one where the user is given a free license to remodel
or recode PHP.
 Speed- PHP is considered to be the fastest, when compared with other programming
languages.
 Powerful library support- can easily find functional modules needed such as PDF, graph
and etc.
 Built-in database connection modules-can connect to database easily using PHP, since
many websites are data/ content driven, so will use database frequently will largely reduce
the development time of web apps.
PHP + MySQL
MySQL:
MySQL is an open source Relational Database Management System. MySQL is very fast reliable
and flexible Database Management System. It provides a very high performance and it is multi
threaded and multi user Relational Database management system{Rose indie, 2008}.
MySQL Advantages:
o Reliability and performance
MySQL is very reliable and high performance relational database management system, it can be
used to store many GB’s of data into database
o Availability of source
MySQL source code is available that’s why can recompile the source code.
o Gross-Platform support
MySQL supports more than twenty different platforms including the major Linux distribution.
Mac OS X, UNIX and Microsoft windows.
o Powerful uncomplicated software

The MySQL has most capabilities to handle most corporate database application and used to very
easy and fast.
ASP.NET;
ASP.NET is a set of Web development tools offered by Microsoft. Programs like Visual Studio
.NET and Visual Web Developer allow Web developers to create dynamic websites using a
visual interface. Of course, programmers can write their own code and scripts and incorporate it
into ASP.NET websites as well. Though it often seen as a successor to Microsoft's ASP
programming technology, ASP.NET also supports Visual Basic.NET, JScript .NET and open-
source languages like Python and Perl.
ASP.NET is built on the .NET framework, which provides an application program interface
(API) for software programmers. The .NET development tools can be used to create applications
for both the Windows operating system and the Web. Programs like Visual Studio .NET provide
a visual interface for developers to create their applications, which makes .NET a reasonable
choice for designing Web-based interfaces as well.
In order for an ASP.NET website to function correctly, it must be published to a Web server that
supports ASP.NET applications. Microsoft's Internet Information Services (IIS) Web server is by
far the most common platform for ASP.NET websites. While there are some open-source options
available for Linux-based systems, these alternatives often provide less than full support for
ASP.NET applications.
www.techterms.com
Visual Basic.NET [VB.NET];

Visual Basic .NET (VB.NET or VB .NET) is a version of Microsoft's Visual Basic that was
designed, as part of the company's .NET product group, to make Web services applications easier
to develop. According to Microsoft, VB .NET was reengineered, rather than released as VB 6.0
with added features, to facilitate making fundamental changes to the language. VB.NET is the
first fully object-oriented programming (OOP) version of Visual Basic, and as such, supports
OOP concepts such as abstraction, inheritance, polymorphism, and aggregation.
www.searchwindevelopment.techtarget.com
DREAMWEAVER;
A comprehensive Web site authoring program for Windows and Mac from Adobe. Dreamweaver
is a sophisticated authoring package that is noted for many advanced features. For example, site
designers can seamlessly move back and forth between visual and HTML modes. Dreamweaver
was originally developed by Macromedia, which was acquired by Adobe in 2005 {Andy
Johnson, 2009}.
Adobe Dreamweaver is one of the most popular professional web development software
packages. Dreamweaver is a complex product suitable for everything from simple page design to
development of dynamic pages written with ColdFusion, PHP, ASP, CSS, XML, XSLT, and
JavaScript.
www.ntchosting.com
Dreamweaver makes it easy to take a design built by a graphic artist and convert it to HTML,
tracing images put the graphic design in as a faded background then put HTML elements on top
of.
Advantages of using Dreamweaver
 Dreamweaver synax high lighting.
 Dreamweaver easily draw the tables.

 Dreamweaver reference for many languages such as java script, Asp,Php.
 Dreamweaver design mode as well as code mode easily edit.
PHOTOSHOP;
Adobe Photoshop is one of the most popular professional graphic editing software packages.
Together with Adobe's Dreamweaver and Flash, it is one of the main programs used for website
creation by the web designers and developers.
www.ntchosting.com
Advantages of using adobe Photoshop
 It can change the background- when the background does not appear attractive, photoshop
has tool that can change the background {Joy Packard, 2010}
 Improve the quality of a photograph
 It offers a wide range of borders and templates that would make it very easy for people
even new to the package to work with.
JAVA;
Java is a programming language expressly designed for use in the distributed environment of the
Internet. It was designed to have the "look and feel" of the C++ language, but it is simpler to use
than C++ and enforces an object-oriented programming model. Java can be used to create
complete applications that may run on a single computer or be distributed among servers and
clients in a network. It can also be used to build a small application module or applet for use as
part of a Web page. Applets make it possible for a Web page user to interact with the page.

Java is object-oriented, which means that, among other characteristics, an object can take
advantage of being part of a class of objects and inherit code that is common to the class. Objects
are thought of as "nouns" that a user might relate to rather than the traditional procedural "verbs."
A method can be thought of as one of the object's capabilities or behaviors.
In addition to being executed at the client rather than the server, a Java applet has other
characteristics designed to make it run fast.
www.searchsoa.techtarget.com
SYSTEM METHODOLOGY
A system Methodology to be use in this project is waterfall methodology. Waterfall methodology
is common methodology in which progress is seen as flowing steadily downwards [like
waterfall]. For my system methodology I choose waterfall methodology because is more
understandable and will be best suite in my research. Below are the phases of this methodology
1) Requirements specification phase
First phase in waterfall methodology in this phase it needs to highlight all requirements in the
system, in order to know what things are most important in complete of the system, what it is
going to be and what purpose is it going to fulfill, in summary is a complete description of the
behavior of a system to be developed and may include a set of use cases that describe interactions
the users will have with the system.
2) Design phase
Second phase in waterfall methodology in this phase it needs to design the system how it look
like when it be completed, here is the whole design of the system, prototype/interface of the
system, is the process of problem solving and planning for a solution, after the purpose and
specifications of the system are determine, next step is to design how the system will look like.
3) Construction/implementation phase

In this phase of waterfall methodology it needs to implement system [implementation of the
system coding] here coding is start to be implemented in order to start make the system work, and
the source code of the programs is written, is the realization of an application or execution of a
plan, idea,model,design,specification,standard,algorithm or policy.
4) Integration phase
In this phase of waterfall methodology it needs to practices action to take place, to check if
system is working, especially subsystems, at this phase the company puts it in use after the
system has been successfully tested and working properly as it supposed to function.
5) Testing and debugging phase
In this phase of waterfall methodology it needs to test the system if it working properly without
error and also debugging codes of the system, the whole design and its construction is put under a
test to check its functionality, if there are any errors then developer will surface at this point of
the process, is a methodical process of finding and reducing the number of bugs or defects in the
system.
6) Maintenance phase
Lastly phase of waterfall methodology in this phase it needs to make maintenance of the system.
If they is any error occur, and make the system update by adding new features, in this phase is
needed to ensure that the system will continue to perform as desired.
Through the above phases it clearly shown that the waterfall model was meant to function in a
systematic way that takes the production of the system from the basic step going downwards
towards detailing just like a waterfall which begins at the top of the cliff and goes downwards but
not backwards.
www.waterfall-model.com

Waterfall methodology diagram
www.econtenti.com
CHAPTER 4
RESEARCH METHODS
Research methods are the methods which must be organized and systematic and its purposes are
to finding answers to questions related to a particular area of the research.
Research must be systematic which means to follow a definite set of procedures and steps in
order to get the most accurate results. Research must be organized which means structure or
method in going about doing research and focused in a particular area with limited specific scope.
Research its purposes to finding answers, in order to have successfully research must find
answers for the questions related but sometime there is no answer but it is still an answer. And
lastly research must have questions for the related particular area.
Primary Research:

Primary research is research used to collect data for a specific task. Types of primary data
collection methods include:
 Personal Observation: The observation of the respondent by a trained observer or by
electronic equipment (camera). The aim is to observe consumer responses and behavior to
a product or customer service.
 Personal Interviews: Face to face interview between an interviewer and the respondent at
home or in shopping centers or office.
Advantages of personal interviews
 In-depth answers possible.
 Qualitative data obtained from small sample.
 Observation improves accuracy.
 Rapport leads to fewer refusals.
Disadvantage of personal interviews
 Cost: Professional Interviewer expensive.
 Interviewer bias.
 Can be slow and time consuming.
 People not at home or office.
 Invasion of privacy.
www.learnmarketing.net
Questionnaires:
The questionnaire (also called survey) is a set of questions given to a sample of people. The
purpose is to gather information about the people’s attitudes, thoughts, behaviors, and so forth.

The researchers compile the answers of the people in the sample in order to know how the group
as a whole thinks or behave.
Questionnaires are often used by people who do political or market research. For example, if a
politician wanted to know what voters thought about a particular issue, he or she could do a
survey. The survey would ask about the voters’ opinions related to the issue.
A new business might want to send a questionnaire to potential customers, to see what people
like. A restaurant could ask about people’s preferences for tastes, price, service, and restaurant
appearance.
Advantage
Using a questionnaire with a random sample is a good way to find out the attitudes, thoughts, and
behaviors of a large group of people. Researcher can be more confident in generalizing findings
than can be with a case study. In other words, because group of people (random sample) instead
of one case, researchers are more sure that the findings apply to the population.
A questionnaire provides better data for politicians or businesses to use for making decisions.
Disadvantages
The way a question is worded can change how people answer the question. A question that asks
for an opinion about “tax breaks for small businesses” would yield different responses than an
opinion question about “corporate welfare.” When researcher read about the results of a survey or
questionnaire, it’s important to know exactly how the question was phrased.
Getting a random sample of people from the population can be difficult, so sometimes people
doing surveys do not get a random sample. It is much easier to go to a shopping mall or diner and
ask people their opinions of a proposed project rather than to generate a random sample.
www.nvcc.edu
QUESTIONNAIRE QUESTIONS:

1] How often do you visit the fast food sites?
Reason: the purpose of this question is to know how many people are usually interested in
visiting fast food site.
2] How often do you eat in fast food restaurant?
Reason: the purpose of this question is to know how many people are usually eaten in fast food
restaurant like steer’s.
3] How do you prefer in ordering food from fast food restaurant
Reason: the purpose of this question is to know how people they are interested in ordering food
from fast food restaurant is by online or going direct to the counter.
4] Do you think online delivery service is convenient to you?
Reason: the purpose of this question is to know if customers they like online services from fast
food restaurant like ordering services and etc.
5] What time of the day do you prefer to eat in fast food restaurant?
Reason: the purpose of this question is to know what time usually customers they like to eat or
ordering food from fast food restaurant in order, to make aware restaurant to increase menu in
that particular time.
6] What meal do you prefer to eat at fast food restaurant?
Reason: the purpose of this question is to know which meal customers they like from fast food
restaurant.
7] Which payment options do you prefer in order food online?
Reason: the purpose of this question is to know which options of payment customer they prefer is
that with cash or paying online by using debt card or credit card.

8] You think if fast food restaurant have own system (system for online ordering) it will be
convenient for both customers and the restaurant
Reason: the purpose of this question is to know if the proposed system for steer’s restaurant will
be convenient for both customers and staff of the restaurant.
9] Do you think people fear to order online because of security?
Reason: the purpose of this question is to know if people the scared to order food online because
of fear of security like privacy and etc.
10] What are the problems you faced at fast food restaurant?
Reason: the purpose of this question is to know which problems customers they faced at fast food
restaurant in order to correct it in steer’s fast food restaurant.
11] Which areas do you think needs most improvement in fast food restaurant?
Reason: the purpose of this question is to know which areas needs improvement in services of
fast food restaurant.
INTERVIEW QUESTIONS:
1] what is the company background and its structure?
Reason: the purpose of this interview question is to know about the company background and its
structure
2] what are the working hours (business hours) of the steer’s restaurant?
Reason: the aim of this interview question is to know about the working hours of the restaurant is
that from morning (breakfast time) to evening (dinner time).
3] how many departments and its core activities?

Reason: the purpose of this interview question is to know how many departments are there in the
steer’s restaurant and what its core activities are
4] what are the company goals?
Reason: the aim of this interview question is to know what are the company goals means its short
goals and also long term goals.
5] briefly explain about the current system?
Reason: the purpose of this interview question is to know about how the current system works in
the steer’s restaurant.
6] major challenges the restaurant faced daily in its operations?
Reason; the aim of this interview question is to know which major challenges the restaurant faced
daily in its operation.
7] is restaurant using automated ordering system?
Reason: the purpose of this interview question is to know if the steer’s restaurant is using
automated ordering system or not
8] is the current system convenient to use and secure?
Reason: the aim of this interview question is to know if the current system is convenient and
secure.
9] how advertisement takes place in the public and customers?
Reason: the purpose of this interview question is to know how advertisement takes place
publically to advertise the restaurant.
10] how competition is in market situation (business environment)?
Reason: the aim of this interview question is to know how competition is in market situation, is
that the restaurant competitive enough or not.

CHAPTER 5
ANALYSIS AND DESIGN
ANALYSIS OF THE PRIMARY RESEARCH:
ANALYSIS OF INTERVIEW:
Interview with Mr. Michael Kelvin [staff member steer’s restaurant]
1] what is the company background and its structure?
Answer: Steers was founded in the 1960s by George Halamandres, in Tanzania steer’s was
started On 1 January 1995 as a franchise system from South Africa, its structure iscentralized.
2] what are the working hours (business hours) of the steer’s restaurant?
Answer: the working hours of steer’s restaurant is from 7:30 am to 12:30 am.
3] how many departments and its core activities?
Answer: there are four departments in steer’s restaurant and its core activities are;
 Marketing and sales department-to attract customers, sales activities, to meet the customer
demand with appropriate supply and to increase the volume of sales with the
consideration of a particular period of time.
 Purchasing department-a center of information on sources of supply for the many items
used by the company, to provide assistance in procurement by obtaining quotations,
ordering and expediting deliveries.

 Financial department-to provide day-to-day financial services to the company which are
payroll to each employees which involving paying salaries to workers, dealing with
billing, budget preparation and administration.
 Human Resources department- to meet the company needs of the people, skills
development and tracking, benefits administration and compliance with associated
government regulations, also with all the company recruitment, training.
4] what are the company goals?
Answer:Improve customer relationship, to be the leader of integrated fast food services in
Tanzania and to deliver consistent quality products.
5] briefly explain about the current system?
Answer: the current system for steer’s restaurant is computerized they using computer for
working inside the restaurant but they don’t have website and also they don’t have online
services.
6] major challenges the restaurant faced daily in its operations?
Answer: major challenges the restaurant faced daily on its operation is burden of work to do
because of many people at a time at the counter, complaints from the customer because of not
aware most of time of menu restaurant offer and its price.
7] is restaurant using automated ordering system?
Answer: the steer’s restaurant is not using automated ordering system.
8] is the current system convenient to use and secure?
Answer: the current system is not convenient to use because it miss a lot of necessary features
such as online services, ordering system, about secure is secure because is not keep any
information from customers, only for restaurant purposes only.

9] how advertisement takes place in the public and customers?
Answer: the advertisement about the restaurant publically takes place using local radio and
television and magazines also.
10] how competition is in market situation (business environment)?
Answer: the competition is high in market situation because there are lot of fast food restaurant
exist in Tanzania such as subway restaurant, lazeez fast food and barcelos flamed chicken.
Summary of interview;
The summary of interview session with Mr. Michael Kelvin shown that the steer’s restaurant not
yet start conducting its activities online which it costly the restaurant because people and
customers they are not aware for what is going on the restaurant such as new menu or changing
in price that’s why the restaurant faced a lot of complaints from customers.
ANALYSIS OF QUESTIONNAIRES:
1] How often do you visit the fast food sites?

A] Daily
B] Once a week
C] Once a month
D] Once a year
Result: the result of question one is shown that many of the responder of the questionnaire
question they visit once a week fast food sites.
2] How often do you eat in fast food restaurant?

A] Daily
B] Several times a week
C] Once a week
D] Once a month
E] When necessary
F] Never
Result: the result of the question two is shown that many of the responder of questionnaire
question they eat several times a week at fast food restaurant
3] How do you prefer in ordering food from fast food restaurant

A] At counter
B] Online
Result: the result of the question three is shown that many of the responder of questionnaire
question they prefer in ordering online food from fast food restaurant.
4] Do you think online delivery service is convenient to you?

A] Yes
B] No
Result: the result of the question four is shown that many of the responder of questionnaire
question they think online delivery service is convenient in fast food restaurant.
5] What time of the day do you prefer to eat in fast food restaurant?
A] Breakfast
B] Lunch
C] Dinner
Result: the result of the question five is shown that many of the responder of questionnaire
question they do prefer to eat lunch at fast food restaurant.
6] What meal do you prefer to eat at fast food restaurant?

A] Hamburger
B] Cheeseburger
C] Others
Result: the result of the question six is shown that many of the responder of questionnaire
question likes cheeseburger meal to eat from fast food restaurant.
7] Which payment options do you prefer in order food online?

A] Visa/ debit/ master card
B] Cash
C] e Gift card
Result: the result of the question seven is shown that many of the responder of questionnaire
question they prefer pay by cash when they order food online.
8] You think if fast food restaurant have own system (system for online ordering) it will be
convenient for both customers and the restaurant

A) Absolutely disagree
B) Strongly disagree
C) Slightly disagree
D) Neither disagree nor agree
E) Slightly agree
F) Strongly agree
G) Absolutely
H) agree
Result: the result of the question eight is shown that many of the responder of questionnaire
question they neither disagree nor agree, if fast food restaurant have own system for online
ordering it will convenient for both customers and the restaurant.
9] Do you think people fear to order online because of security?

A) Yes
B) No
Result: the result of the question nine is shown that many of the responder of questionnaire
question they don’t think that people are afraid to order online because of security matter.
10] What are the problems you faced at fast food restaurant?
In summary many answer are as follows:
 Services sometime not good
 Long queue
 Staff not friendly
 Some no problem so far
11] Which areas do you think needs most improvement in fast food restaurant?
In summary many answer are as follows:
 Delivery services
 Online services

 Increase in staff
Summary of Questionnaires;
Summary of questionnaires it shows that more percentage of the responder they prefer online
services for fast food restaurant as this proposed for steer’s restaurant and they do not fear about
the transaction they will conduct online for example give personal information to the restaurant
for registered purposes and they agree that online services for fast food restaurant is convenient
for both customers and the staff, and problems responder they mention they faced at fast food
restaurant, it will be easy solved by online services as the proposed of this project.
ANALYSIS OF OBSERVATION:
Summary of observation;
ANALYSIS OF THE COMPANY’S CURRENT SYSTEM
VALUE CHAIN ANALYSIS [VCA]
The term ‘Value Chain’ was used by Michael Porter in his book "Competitive Advantage:
Creating and Sustaining superior Performance" (1985). The value chain analysis describes the
activities the organization performs and links them to the organizations competitive position.
Value chain analysis describes the activities within and around an organization, and relates them
to an analysis of the competitive strength of the organization. Therefore, it evaluates which value
each particular activity adds to the organizations products or services.
www.fao.org
Primary value chain activities;
Inbound
Logistics
Operations
Outbound
Logistics
Marketing
AndSales
Service

Inbound Logistics;
Inbound logistics involve relationships between suppliers and the company and include all the
activities required to receive raw materials, store it and inventory control of input materials, for
steer’s company raw materials received from suppliers for production of food and other soft
drinks, stored in special room which have refrigerate for perishable products which spoiled in
short period of time and have control for all the products inside the room.
Operations;
Operations stage involve all the activities required to transform inputs which are raw materials to
outputs which is finished goods or products and services, for steer’s restaurant they used different
machine to convert input to output which some of them are kitchen, peal machine and others
tools for converting raw materials to food products.
Outbound Logistics;
In outbound logistics involve all the activities which require storage of finished products and
distribute them to the final users who are customers, for steer’s restaurant outbound logistics
involve packaging of finished goods, communications with the steer’s management and selling it
to buyers at the steer’s restaurant area.
Marketing and sales;
In marketing and sales involve essentially an information activity which means informing buyers
and consumers about the products and services, for steer’s restaurant in marketing and sales they

informing buyers about the available products and services they have and benefits for it, how to
use it and the price of the products they have,
Service;
In service stage it involve all the activities required to keep the product and service working
effectively for the customers after have been already sold and delivered to the final users which
are customer support and increasing of customer satisfaction, for steer’s restaurant in service
stage it involve to make customer survey for the products already sold to them whether they are
satisfy or not by conducting customer survey and customer feedback.
Support activities;
The primary value chain activities are facilitated by support activities.
Procurement;
In procurement stage involve the function of purchasing the raw materials and others inputs used
in the value-creating activities of the company which concerns how resources are acquired for a
business for example it sourcing and negotiation with the materials suppliers, for steer’s
restaurant in procurement stage it deals with the purchasing of raw materials which used to
produce finished products.
Human resource management;
Human resource management involve all the activities in recruiting, hiring, training, developing
and rewarding the workforce of the company, for steer’s restaurant human resource management
involve hiring new employees, training them and rewarding for the best employees of the season.
Technological development;
In technological stage involve pertains to the equipment, hardware, software, procedures and
related technical knowledge used in the company for transformation of inputs to outputs also
include research and development, process automation and others technology development used

to support the value-chain with the issue of activities, for steer’s restaurant technological
development involve all technology used in transformation of inputs to finished products.
Infrastructure;
In infrastructure stage concerned with a wide range of support systems and functions which are
finance, planning, public affairs, government relations, quality assurance and general
management, for steer’s restaurant infrastructure stage involve all the support systems and
functions for departments such as finance, planning and government relations.
ISHIKAWA CONCEPT
A fishbone diagram, which is also called an Ishikawa diagram, is a diagram used in quality
control and product design. It is sometimes also referred to as a cause-and-effect diagram because
it is designed to show the causes of specific events { James Red, 2007}.
LIMITATIONS OF CURRENT SYSTEM
Manual system:
Current system of steer’s restaurant is currently conducted its work manually which means that
all activities taken place in the restaurant is manually such as counting for stock, transaction
activity involve money for paying suppliers also for getting money from customers and all others

daily works which takes place in the restaurant, by using manual system will result to human
errors, data inaccuracy which will bring also loss of business for steer’s restaurant.
Poor advertising:
Currently steer’s advertising is poor and mostly of people and customers they are not aware of
the products and service which are being selling by the company, they use radio and road
advertisement which also is costly and not stay for long time only for the agreement period of
time and also they face problem for advertising new product they launch because of lack of way
of advertising it.
Inconvenience:
Currently workers of steer’s restaurant they find the job is bored because of the environment
surrounded by them and work overload because all the activities is conducted manual is hard to
them to finish it on time and to do it in a perfectly way it supposed to be done, and for the side of
customers also is inconvenience to them because they are not aware of the products and its price
until they arrive at the restaurant place and asking workers around the area.
Lack of growing in business:
Currently steer’s restaurant is not performed well in its business activities because of poor
method of doing business and now a day’s business environmental faces competition from others
exciting fast food restaurant in the same country which they conduct its work in a good method
so it result in steer’s restaurant they will not get enough profit for growing the business and
performed well in the fast food restaurant industry.
CHAPTER 6
ENVIRONMENTAL ANALYSIS

An environmental analysis evaluates internal and external factors impacting company
performance, especially its marketing effort. Internal factors are referred to as the strengths and
weaknesses of the organization. External factors are opportunities and threats presented by forces
outside of the company.
www.wisegeek.com
SWOT Analysis:
A tool that identifies the strengths, weaknesses, opportunities and threats of the company.
Specifically, SWOT is a basic, straightforward model that assesses what the company can and
cannot do as well as its potential opportunities and threats. The method of SWOT analysis is to
take the information from an environmental analysis and separate it into internal (strengths and
weaknesses) and external issues (opportunities and threats). Once this is completed, SWOT
analysis determines what may assist the company in accomplishing its objectives, and what
obstacles must be overcome or minimized to achieve desired results.
www.investopedia.com
SWOT analysis its strategic planning looks at:
 Internal strengths
 Internal weaknesses
 Opportunities in the external environment
 Threats in the external environment
Positive factors Negative factors
Internal factors Strengths weaknesses
External factors Opportunities Threats
Strengths of steer’s company:

The company strengths are its resources and capabilities that show the firm basis for developing a
competitive advantage.
o Strong brand name of steer’s company
Strengths of the steer’s restaurant is its strong brand name which is originated from South Africa,
in south Africa steer’s company performed well in the fast food restaurant industry and make it
name so strong and popular therefore it make also its franchise restaurant popular even in
Tanzania but it need more effort to become strong as one in South Africa.
o Good reputation among customers
Also good reputation among customers is one of the strengths of steer’s company, steer’s
restaurant have good reputation from customers because of its quality and good services they
delivered to customers, as the result customers they put trust on the restaurant because of its
standard services.
Weaknesses of steer’s company:
Steer’s restaurant in Tanzania has also have weaknesses in business as follows
o Outdated technology
Weaknesses of steer’s restaurant in Tanzania is that they used outdated technology in conducting
its activities as the result it acquire competitor with others restaurant leading technology, steer’s
in Tanzania it’s not performed well as others steer’s around Africa because of the manual system
they used to conducted its activities as the result it’s not get enough profit.
o Overdependence on a single product
Also overdependence on a single product is one of the weaknesses of steer’s restaurant in
Tanzania, the restaurant depend only on single product which gives chance to others restaurant to
using its weaknesses chances which result into diversify the product portfolio by entering new
markets.

Opportunities of steer’s company:
Opportunities involve external environmental analysis which may reveal certain new
opportunities for profit and growth of the business.
o Arrival of new technologies
Opportunities of steer’s restaurant have opportunities in business environmental when they is
arrival of new technologies because it will be using it also for advertising its products and
services to the public.
o Government regulations
Also government regulations is one of the opportunities of steer’s restaurant company when the
government removal international trade barriers it gives steer’s restaurant company to grow in
different countries in Africa and make steer’s company to wide its business opportunities also in
different countries.
Threats of steer’s company:
Threats involve changes of external environmental which may hinder or prevent the business
company from achieving its objectives.
o Competitor
Threats of steer’s restaurant from external side is others competitor restaurant which have already
exciting such as subway in Tanzania, Lukmaan restaurant in Tanzania and others are among
competitor of steer’s restaurant in Tanzania and all the performed well in the fast food restaurant
industry in Tanzania.
o Consolidation among buyers
Also consolidation among buyers is one of the threats of steer’s restaurant company which means
they are others new substitute products exciting from others fast food restaurant in Tanzania,

because buyers are free to buy from anywhere they like as the result it bring threats to the
company because others restaurant have same products as steer’s.
PEST Analysis:
A PEST analysis is an analysis of the external macro-environment that affects all
company.P.E.S.T is an acronym for the Political, Economic, Social and Technological factors of
the external macro-environment. Such external factors usually are beyond the company’s control
and also sometime present as the threats of the company business.
PEST scans the external macro-environment in which the company operates in terms of the
following factors:
 Political
 Economic
 Social
 Technological
Political factors for steer’s restaurant:
Political factors involve government regulations and legal issues which have effects in company
business for steer’s company.
o Tax policy
Tax policy is one among the political factors which have effects on the business of steer’s
company, government collect high tax on the fast food restaurant including steer’s which put the
company business in difficult situation of making enough profit as its expectation.
o Political stability
Political stability is also among the political factors which have effects on the business of steer’s
company, if the political of the country is stable is good also for the business exciting in the
country but if the political of the country is instability is have bad effects side for the business
exciting in the country.

Economic factors for steer’s restaurant:
Economic factors affect the purchasing power of the customers and also the company cost of
capital.
o Economic growth of the country
Economic growth is one among the economic factors which have effects on the company
business which means if the country economic growing it will have good impact on business also
because the purchasing power of customers also will be good as result high profit on the
company business but if the economics of the country go down it will have bad impact on
business also because the purchasing power of the customers also will be low as result low profit
on the company business.
o Inflation rate
Inflation rate is one among the economic factors which have effects on the company business
which means if the country inflation rate is high it will have bad impact on business because the
currency will not have power but if inflation rate is low it will have good impact on business
because the currency will have power as the result business exciting in the country will
performed well.
Social factors for steer’s restaurant:
Social factors involve the demographic and cultural aspects of the external macro-environment,
these factors affect customer needs and the size of potential markets.
o Population growth rate
Population growth rate is one among the social factors which have effects on the company
business which means if the population growth rate is high it will bring more customers to the
business and its impact is business will performed well and have high profit but if the population
growth rate is low means business will get less customers and also low profit as the result.

o Advertising and publicity
Advertising and publicity also is one among the social factors which have effects on the company
business which means if advertising and publicity of the company products and services is good
it will have good impact on the business because it will bring more customers and business will
perform well but if advertising and publicity of the company products and services is bad it will
have bad impact also on the company business.
Technological factors for steer’s restaurant:
Technological factors involve barriers to entry for others business company, influencing
outsourcing decisions and reduce efficient production levels.
o Rate of technological change
Rate of technological change is one among the technological factors which have effects on the
company business which means if the rate of technological change at high levels will affect the
business because it will need the company to spend a lot of fund in order to change with the
technology as the result the business will not performed as its expectation and vice versa.
o Global communications
Global communications also is one among the technological factors which have effects on the
company business which means if the global communications with consumers and others
franchise restaurant for the same company of steer’s is good it will have good impact on the
company business but if is bad it will have also bad impact on the company business because the
company will miss some important ideas.
Porter’s Five Forces:

A model introduced in 1979 by Michael Porter and used by companies for industry analysis and
corporate strategy development. The five forces include competition, supplier strength, customer
power, the potential for new companies joining the industry, and the threat of substitute products.
Objective
 The Five Forcers Analysis model wants to identify what factors shape the character of
competition within an industry.
 Porter’s Five Forces model targets the assessment of the structural attractiveness of the
analyzed industry.
 Finally the Five Forces Analysis pinpoints strengths and weaknesses in a company and
discovers opportunities or threats within the industry.
www.markintell.com
The Five Forces That Shape Industry Competition
Threatof New Entrants
BargainingPowerof Suppliers
RivalryAmongExisting
Competitors
BargainingPowerof Buyers
Threat of Substitute Productsor
Services

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