The document discusses Pizza Hut's use of information systems for delivery operations. It describes the inputs, process, and storage of customer, outlet, and product data. It also analyzes Pizza Hut's value chain and notes that while their new ERP system created changes, opportunities remain to improve complementary assets like customer service, distribution, and employee management. Recommendations include developing a local software solution with more flexibility and implementing SMS ordering and email promotions.

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4. Information system is a
combination of hardware,
software, infrastructure and
trained personnel organized to
facilitate planning, control,
coordination, and decision making
in an organization.
Management information
systems (MIS) is the study of
people, technology, organizations
and the relationships among them.
• Management information systems
are distinct from other information
systems in that they are used to
analyze and facilitate strategic and
operational activities.shobuj_ctg09@hotmail.com 4

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6. • Pizza Hut is one of the best
widespread international fast
food chains. It is an American
restaurant chain with over
6,000 Pizza Hut restaurants in
the United State and more
than 5,600 store locations in
over 94 countries around the
world.
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7. • Use of Information system
for Pizza Hut Delivery
Inputs:
• Customer Details (From the Call center), Customers name,
Customers Address, Payment mode, Pizza menu items.
• Outlet details (From the Outlets), Available Pizza delivery personals.
• General Details
• Pizza Names, prices, sizes, etc…
Process:
• Customer Information validation, Checking the availability of the
outlets for delivery personals, Generating a bill to the nearest outlet
kitchen, Generating a bill to the customer, Contacting the relevant
external terminals.
Storage:
• Customer Details, Customers’ previous orders, Customer feedbacks,
Outlet information.
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8. Figure: Data and Information of Pizza Hut
Sales Region: Bangladesh
Branch: Branch #95
Data Information
101 Ultimate Cheese Lover's Pizza Item No. Description Pieces sold
102 Pepperoni Lover's Pizza 103 Meat Lover's Pizza 500
103 Meat Lover's Pizza 104 Supreme Pizza 636
104 Supreme Pizzas YTD Sales
Tk 2, 34,000
Information
System
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12. • Managers and Business invest in information technology
and systems because they provide real economic value to
the business.
• The value chain is a systematic approach to examine the
development of competitive advantage.
• It is a tool to identify various ways to create Customer
value.
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13. • The value chain was developed in 1985 by Michael
Porter in competitive advantage. It is used as a tool
to identify various ways to create customer value.
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14. According to the model activities can be
divided into two broad categories:
• Primary Activities – Activities which relate
directly to the actual creation, manufacture,
distribution, and sale of a product or service
to the firm’s customers.
• Support Activities – Economic activities which
assist the firm’s primary activities.
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15. Primary Activities
Inbound Logistics Purchasing raw materials like:
Dough, cheese, sauce
Fruits and Vegetables
Salt and pepper
Operations Preparations of Pizza Base
Make pasta and salads
On-Time delivery
Outbound Logistics Transporting Pizza base
Serving Pizza Hot
Marketing and
Sales
Segmentation, Target Marketing, Distribution
Pricing, Promotional offers
Service and Support Home Delivery
Customer comfortshobuj_ctg09@hotmail.com 15

16. Support Activities
Infrastructure Administrative tasks
Funds collection
Human Resource
Management
Managing Employees
Training Employees
Knowledge Transfer
Conducting Meetings
Freedom of Thoughts
Technology
development
Research work
Feedback from customers
Launch new product
Use of IT databases
Procurement Acquiring the resources
Ingredients from local suppliersshobuj_ctg09@hotmail.com 16

17. • Currently the software which Pizza Hut
Delivery system use is 3C (Complete Computer
Consultation), and this software is created and
maintained by a Canadian called Mr. Tony with
helps of his subordinates.
According to him their software cannot full fill
following needs.
• Updating the software – Since all the rights
are received by the Canadian company the
local authorities can’t do any changes.
• System is not online – Although the
transactions are done immediately and the
deliveries are taken away. The sales and the
stocks are not updated immediately.
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18. Performing the
Analysis
• There are two different Approaches to
perform the analysis:
Cost Advantage
This approach is used when the organizations try to
understand the source of their cost advantage and
disadvantage and what factors drive their cost.
Differentiation Advantage
The firms that strive to create superior products or
services use differentiation advantage approach.
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19. Quantitative analysis
• Customers respond regarding ERP system. After using the information
system a survey is done to realize the value of the system.
• Do you use Pizza Hut service in the area?
Yes. No.
In respond to this question 97 % customers answer was YES and they
order food from pizza hut. 3 % said no.
• What is your preferred way for ordering food?
1. Calling at Pizza hut 2. Walk in 3. Online
This question was asked to identify what is the convenient way to place
an order. In reply to this question 43% said they prefer order online 40 %
peoples likes to order via phone and 17% customers likes to place order
in person at pizza hut.
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20. • The content of the website is up-to-date?
1.Strongly Disagree 2. Disagree 3. Undecided
4. Agree 5. Strongly Agree
82% customer strongly agreed that pizza hut website is up to date, 10 %
people said they are agree that pizza hut is up to date, 6 % people said
they are undecided 2 % people said they are disagree with this
statement.
• Was your order complete when you received it?
Yes No
In reply to this question 61 % customer said excellent, 21 % said it is
good ,14 % said it is average and 4 % replied it is below average. At the
end of questionnaire researcher found in general 73 % people replied
online service is very good and it shows that online service is playing
vital role in pizza hut sale and service.
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21. Recommendations
• Currently their main need is to have separate
software from the 3C software solution they
have provided with limited rights allocated.
• As a solution they can give the software
development to a local software company
and get a flexible and an efficient system to
fill their needs.
• They can implement a SMS ordering system
in addition to the SMS inquiry system they
currently have.
• When there is a new Pizza they can promote
their Pizza by sending e-mail notifications
with attractive descriptions and pictures.
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22. • Analysis regarding Pizza Hut
Value Chain
Therefore we can see that the new ERP system
implemented in the Pizza Hut business operation has
created an immense changes in their overall system. But
still there are some scope of development in their existing
system and if their technological investment can be
support with investment in complementary assets such as
efficient customer service, distribution system, employee
management, technological system will receive more
superior returns or profits.
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