Shezan Restaurant’sSYED ALI RAZA SHAHSHEIKH ADIL MEHBOOBMUHAMMAD HAMZA SHAHVAIZ ARIFMUHAMMAD SHAHZEB ALI RATHORETAUSEEF AHMED

Introduction

• Shezan Group is one of the oldest names in the food industry of Lahore, Pakistan. This company started off in 1951 with 3 restaurants in different parts of Lahore

• Currently, two restaurants are being operated in Lahore and these are Shezan Fortress (situated in Fortress Stadium and also known as Shezan Snack Bar) and Shezan Regale (H-Block market, D.H.A, Lahore)

• The name Shezan is now synonymous with quality. Their core aim is to build and strengthen their slogan “BEST QUALITY IN TOWN”

• They have acquired a large market share and customer loyalty because of their effective approach to marketing, customer relationship management and uncompromised quality

• Their financial strength is derived from their well-established and ever growing business.

Strategic objectives of using Information System

• Shezan restaurants have been using information systems for some time now and are currently trying to shift all their departments to use IS

• Using information systems has made the it easier for the upper management to run and keep check on the day to day operations of the business

• Through the use of information systems and technology, Shezan restaurants can now offer quicker services to the customers such as getting computerized receipts instead of making manual receipts

• The use of IS has also facilitated the management by making it easier for them to contact their suppliers

• Now they can easily send their orders through email to their suppliers, instead of going through the lengthy process of going to their suppliers' office (or vice versa)

• The company is currently using computers to maintain its inventory, sales record and store activity (who has entered the store and what has been taken)

• This has helped the company in reaching its objectives by keeping track of the company's performance over the years and helping the directors to make decisions accordingly and correct the errors they had made previously

• It has also helped the company in keeping check on its employees.

• The use of IS and IT has not only made it easier to operate the business, it has become an essential tool for survival in this industry

• Without information systems, it would not be possible for such a big company to operate and compete in the market as its competitors are using IS

• Manually entering data requires more man power and is not an effective way anymore if the company's objectives includes profit maximization

Problems faced by the company before using IS

• Shezan restaurants hasn't been using information system for a very long time

• They had to shift to using information systems after they started to face a lot of problems

• Before using IS, all data was recorded manually

• For recording this data, the company had to hire additional workers just for recording this data.

• This was a very time consuming process. Also, after this data was recorded in registers, the company had to face another problem of storing these registers, If a single register was lost, the company had to go through a lot of trouble in order to check information.

• Another problem Shezan faced was related to accessing the stored data. Searching the registers for information took a lot of time

• Before the introduction of IS in Shezan, the directors had to go to the restaurants if they wanted to check anything from the previous data

• Also, the data was not timely available and searching for peak time sales, etc was very difficult

Foundations of Business Intelligence: Databases and Information System

• Microsoft SQL Server 2008 is a relational database management system developed by Microsoft

• The primary function of this database software is to store and retrieve data

• It can retrieve or store data as requested by other software applications

• There are various different editions of Microsoft SQL Server; each specialized to cater to different types of jobs

• The primary query languages used are T-SQL and ANSI SQL.

• Shezan Restaurants is following an in house back end SQL server and it uses Visual Basic 2008 for the front end

• The Shezan Restaurant did not use the data warehouse because management have saved it’s all data on CD’s which are saved in a warehouse

• SQL Server works under an operational model of record locking

• With record locking, each individual record − when opened by a user − will be locked from change by any other user

• This ensures that when multiple people are working in the accounting system, the actions of one user cannot be overwritten by another user

• In addition, SQL Server has a robust set of maintenance tools.  Database backups can be performed easily and automated to ensure disaster recovery is possible

• Security within the database can be configured so users don’t have access to sensitive data

• SQL Server enables reliability, performance, and the flexibility to let your users work without interfering with each other to ensure that you can enter, review, and report on your data easily

• For example the daily sale list will show that on which days the sales are frequently higher so the buffer stock should be placed

• The SQL Server contains the data mining and Online Analytical Process which can be used as tools for the business intelligence

• The data mining popularly used to provide detailed analyses of patterns in customer data for one-to-one marketing campaigns or to identify profitable customers

• For example Shezan have Ala Carte, buffet, Hi-Tea and dinner and with the help of data they would be able to know that which segment needs improvement

Hardware used by Shezan Restaurant

• CPU: The CPU (Central Processing Unit) is the 'brain' of the computer. All instructions the computer will process are processed by the CPU

• Dual Core by Intel: The core is where the data is processed and turned into commands directed at the rest of the computer leading to increased performance

• LCD Monitor: Monitor is a video display screen and the hard shell that holds it. In its most common usage, monitor refers only to devices that contain no electronic equipment other than what is essentially needed to display and adjust the characteristics of an image. Liquid-Crystal Display, LCD is a flat display technology used in laptops, cell phones, calculators and flat screen displays

• Keyboard: a device to input text and characters by depressing buttons (referred to as keys), similar to a typewriter. The most common English-language key layout is the QWERTY layout

• Fax machine: A fax machine is an electronic instrument composed of a scanner, a modem, and a printer. It transmits data in the form of pulses via a telephone line to a recipient, usually another fax machine, which then transforms these pulses into images, and prints them on paper

• Printer: An external hardware device responsible for taking computer data and generating a hard copy of that data. Printers are one of the most used peripherals on computers and are commonly used to print text, images, and/or photos. Haleeb uses Laser printers as they require print jobs to be completed quickly and in large quantities

• Mouse: The mouse allows an individual to control a pointer in a graphical user interface (GUI).

• Utilizing a mouse a user has the ability to perform various functions such as opening a program or file and does not require the user to memorize commands

Software used by Shezan Restaurant

• SQL Server 2008: A relational DBMS from Microsoft that is a major component of the Windows Server System. It is Microsoft's high-end client/server database and is closely integrated with Microsoft Visual Studio and the Microsoft Office System

• AVG Internet Security: AVG Internet Security is a full suite which brings together the AVG Anti-Virus, Anti-Spyware, Link Scanner, Anti-Rootkit, Web Shield, Security Toolbar, Firewall, Anti-Spam, Identity Protection and System Tools protection components

Telecommunications, the Internet and Wireless Technology

• Communication networks are the transmission channels interconnecting all client and server stations as well as all supporting hardware and software

• . It can also be defined as “A collection of two or more devices which are interconnected using common protocols to exchange data.“

• A network can be of practically any size. The only practical limitations are those imposed by the protocols which it implements

• Shezan Regale utilizes LANs to relay data among employees in the Shezan Restaurant.

• This mode of telecommunication allows the business to effectively carry out its daily function regardless of location

• The corporate network is the intranet while the extranet is not used because of the nature of the business

• From the senior management to the employees, everyone can use the intranet to access the data

• They use the intranet to transfer internal information and it cannot be accessed from outside the company.

• Only the offices, employees, IT divisions or other divisions can access it

• It can be done from office computers not from personal computers for data security

• Shezan Restaurants has a Client/Server computing

• Client/server computing is a distributed computing model in which some of the processing power is located within small, inexpensive client computers, and resides literally on desktops, laptops, or in handheld devices

• These powerful clients are linked to one another through a network that is controlled by a network server computer

• The server sets the rules of communication for the network and provides every client with an address so others can find it on the network

• A server computer is a computer on a network that performs important network functions for client computers, such as serving up Web pages, storing data, and storing the network operating system (and hence controlling the network).

• In Shezan Restaurants, the Server room is set up beside the Main office and is connected to the different departments in a star topology

• In a star topology, all devices on the network connect to a single hub in which all network traffic flows through the hub

Enterprise System; Enterprise Applications

• Shezan Regale has preferred to use Microsoft SQL Server 2008 to manage its financial and business process

• Microsoft SQL Server has replaced all its previous traditional and outdated systems to meet its modern business requirements, in order to make itself more efficient in its operations

Achieving Operational Excellency

• Sohail Butt, the IT Manager of Shezan Regale, in response to our questions told us that the competitive environment of today requires businesses to remodel their operations in order to become more efficient and improve business performance

• He further told us that in order to keep up with the rigorous competition and the constantly changing taste of consumers; we need to introduce new products that are of interest to our customer base

• For this purpose, Shezan has used information technology to reduce their operational costs, increase time-efficiency and to form better customer relations.

• The utilization of Microsoft SQL Server has enabled Shezan to enhance inventory visibility, which has in turn helped the restaurant to reduce inventory holdings across its various branches

• The software has further helped it to manage its cost and time needed for meeting its customer requirements

• Microsoft SQL Server has further enable Shezan to keep a record of its receivables and general ledger in its information system, and allows it to view real time, online view of the restaurant’s status

• This better helps the management to understand the changing economy and the demand of the restaurant’s products

• In addition, the restaurant is able to keep a record of all its previous financial records that can help it understand during which period they are able to gain maximum sales

Enterprise Resource Planning

• Enterprise Resource Planning (ERP) systems integrate internal and external management of information across an entire organization

• Microsoft Dynamics GP accounting system is stored within a database, and when Shezan create, update or otherwise modify records, it is working with data stored in SQL Server

• ERP enables information to flow between all business operations and a function inside the organization while at the same time maintains relations to external stakeholders.

Modules

• Furthermore, Microsoft SQL Server has provided Shezan with a centralized and integrated system for managing and optimizing enterprise-wide performance. This has helped the restaurant to achieve management excellence

• There are 5 other modules of Microsoft SQL Server, namely, SQL Accounting, Financial and HR Management, Customer Relation Management and Supply Chain Management

• ERP is important to improve the efficiency of a business. If internals business process is efficient then the company can produce better outputs and this is enabled by ERP

• The information that is integrated with the help of ERP helps the upper management to make decisions using the information provided

• ERP creates a more flexible company, which allows all its components to operate more cohesively helping the company to become efficient both externally and internally

CRM

• Customer Relations Management is an integral part of any organization to ensure better relations with their vast customer base. CRM systems capture and integrate customer data from all over the organization

• Shezan uses CRM systems to record what time their customers enter and leave after dining in the restaurant

• This makes them understand the average time the customers take to dine in, which enables them to make decision regarding whether or not they need more space

• CRM system is also used to keep a record on their customers who regularly dine in. In case Shezan introduces new lunch, hi-tea or dinner package, the customers would be informed via Facebook page

• Another way through which CRM is used is by taking feedback from customers regarding their food quality and service. This allows them to analyze how and from where to improve their food and service in order to better satisfy their customers

• New food products and updates on menu is done with the help of CRM and to comprehend whether the new dishes introduced will suit the taste of their customers.

HRM

• When it comes to Human Resource Management, Shezan has different kinds of workers employed for various tasks

• They have specialized people, like accountants, IT manager, Floor Manager, etc. They hire waiters who cater to the customers directly regarding taking orders

• They have the custodian staff that ensures cleanliness of the restaurant. They also have a head chef who prepares the menu, and is highly paid by the restaurant

• The restaurant also trains new waiters and cook’s assistance when they hire new employees. This helps to integrate them into the restaurant operations and maintain the promise of high quality food and service

• Upper management is not shuffled much since they are hired on contract basis. Major positions are held by the family itself that own the restaurant

Supply Chain Management System

• Supply Chain Management is to manage supplies to match demand of their restaurant

• This is necessary because if supply doesn’t match demand then the restaurant will lose on its customers

• So it need to make sure that the kitchen supplies are up to date so that there is no disruption in the preparation of food and whatever dish customers want to have, that can be catered to by the restaurant

• SCM also helps to reduce inventory levels by using order point and buffer stock. Therefore, the restaurant can help to reduce excess inventory while at the same time keeping the inventory up to stock in accordance with the demand

• Assets are also used effectively as supplies are managed to increase optimization

• Supply chain costs are reduced which leads to increased profitability for the restaurant.

• The software came equipped with two terminals

• Kitchen Order Ticket (KOT)

• When KOT is generated, the ingredients of that particular dish are automatically deducted from the inventory list of the general store and are added to the daily ordering list through SQL Server software system.

• Shezan manages its supply via emails. Its major suppliers are Unilever and Metro who supply them with various products like Milk and dairy products.

• Emails enable Shezan to stay in contact with their suppliers effectively

• Other suppliers like poultry farms don’t use IT. Therefore supply chain management is done in traditional manners

System Vulnerability and Abuse

• Shezan uses the licensed version of AVG Internet Security which is a full suite which brings together the AVG Anti-Virus, Anti-Spyware, Link Scanner, Anti-Rootkit and etc

• Shezan also uses the authentication process in order to have security and control on the firm’s internal confidential information

• Every department head is given a personal username and password. Even though the heads of departments have been given individual usernames and passwords, they can only access information related to their relevant departments

• The three personal which include the owner, IT manager, and the general manager have been granted the access to all the restaurant confidential information

Vulnerabilities

• Computers that are constantly connected to the Internet by cable modems or DSL are more open to penetration by outsiders

• Local area network using the 802.11 standard can be easily penetrated by outsiders armed with laptops, wireless cards, external antennae and hacking software

• Hackers use these tools to detect unprotected networks, monitor network traffic and in some cases gain access to the Internet or to corporate networks

• As there is no data warehouse attachments that serve as springboards for malicious software or unauthorized access to internal corporate systems

• Employees may use e-mail messages to transmit valuable trade secrets, financial data, or confidential customer information to unauthorized recipients in the Shezan industry they keep their information on compact discs, which can easily be stolen

• E-mail may contain viruses that can be transferred easily from one computer to another and further harm the data.

Recommendations

• Use of Smart Card/Biomertic Authentication

• SQL operate over known IP ports which unfortunately attracts a wealth of intruders, a downside that can be attributed to the products

• The data warehouse should be built

• Shezan still uses some of the systems such as attendance and leave information through traditional file systems. Thus, these systems should be converted to IT based in order to get better efficiency

• Shezan still uses the 2008 version while its competitor like gourmet have updated version