Case Study Answers on MIS: Information System in Restaurant


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Case Summary:


A waiter takes an order at a table, and then enters it online via one of the six terminals located in the restaurant dining room. The order is routed to a printer in the appropriate preparation area: the cold item printer if it is a salad, the hot-item printer if it is a hot sandwich or the bar printer if it is a drink. A customer’s meal check-listing (bill) the items ordered and the respective prices are automatically generated. This ordering system eliminates the old three-carbon-copy guest check system as well as any problems caused by a waiter’s handwriting. When the kitchen runs out of a food item, the cooks send out an ‘out of stock’ message, which will be displayed on the dining room terminals when waiters try to order that item.


This gives the waiters faster feedback, enabling them to give better service to the customers. Other system features aid management in the planning and control of their restaurant business. The system provides up-to-the-minute information on the food items ordered and breaks out percentages showing sales of each item versus total sales. This helps management plan menus according to customers’ tastes. The system also compares the weekly sales totals versus food costs, allowing planning for tighter cost controls. In addition, whenever an order is voided, the reasons for the void are keyed in. This may help later in management decisions, especially if the voids consistently related to food or service. Acceptance of the system by the users is exceptionally high since the waiters and waitresses were involved in the selection and design process. All potential users were asked to give their impressions and ideas about the various systems available before one was chosen.


  1. In the light of the system, describe the decisions to be made in the area of strategic planning, managerial control and operational control? What information would you require to make such decisions?
  2. What would make the system a more complete MIS rather than just doing transaction processing?
  3. Explain the probable effects that making the system more formal would have on the customers and the management.


Case Study


The Hotel Heritage is centrally located in the city of Calicut. The Hotel has seven departments such as front office, restaurant, banquet, stores, housekeeping, accounts and room service. The Hotel has 49 centrally air-conditioned deluxe rooms and 42 well-furnished non-air-conditioned rooms. For holding meetings and conferences, the Hotel has two conference halls with a capacity of 100 and 300 people and a boardroom. It also has a multi-cuisine restaurant, catering coffee shop and 24-hour room service. Heritage started building its information technology infrastructure with an initial investment of Rs. 5 lakhs.


The Hotel is planning to spend more on IT infrastructure and to set up a website. Most of the routine transactions with customers have been computerised, and more applications are being developed to computerise all of its transaction processing activities. Apart from transaction processing, they fail in providing online services to the customers. Besides software problems, poor security of the data and low reliability of the network are problems vexing the management.



  1. What facilities should the Hotel set up to increase the customer base?
  2. What can additional security measures are suggested to improve the Hotel’s data security and system reliability?
  3. How do MIS play a vital role in developing their business?



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