Hoosier Chapter 5

System Analysis and Design

Professor

17 October, 2012

Study cases homework: Hoosier Burger

a. Assume you are preparing the customer satisfaction questionnaire. What types of questions would you include? Prepare five questions that you would ask.

A: I will prepare some simply questions, trying to make the process short. Since I’m not going to ask all the customers, I might try to ask more than one customer in order to get more feedback. In this questionnaire most of the question will be closed-ended.

1) How often do you visit the HB? Do you like the food at H.B?

2) Have you got a wrong order at HB so far?

From a range of 1 to 5 (1 not recommended, 5 strongly recommended) please answer the following question:

3) How likely are you to recommend HB to others?

From a range of 1 to 5 (1 not satisfied, 5 excellent) please answer the following questions:

4) How satisfied are you with the time it takes to get your food at H.B?

5) How satisfied are you with the service at H.B?

b. What types of questions would you ask the waiters? What types of questions would you ask the cooks? Prepare five questions that you would ask each group.

A: They are users of the currents systems and also will be the using the new system in the future. It’s definitely a good thing to ask them questions, in order to design a system that will work better with them. During the interview, I will try to ask more open-ended questions than closed-ended ones, so that I can collect more information from them.

For the waiters:

1) How satisfied are you with the current order system?

2) What do you like least/most about the current system? Give me some examples.

3) Would you like to replace it with a new system? Why?

4) Have any complaints from the customers? Like what kind of complaint?

5) If there is a new order system for you, what function do you expect from it to help you while operating?

For the cooks:

1) How efficient do you think you are doing with this paper based system?

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