IBA218 Business Processes: A Report on Uncle's Cafe Operations

This report presents a business process analysis of Uncle's Cafe, a multi-service cafe located in Brisbane, Australia, focusing on its mission, target market, and strategies. It identifies and justifies key business processes such as order delivery and payroll systems, mapping their relationships and cross-functional aspects. The analysis incorporates SWOT analysis and examines the use of technology, ethical considerations, and strategic alignment within the cafe's operations. The report concludes with recommendations for improving efficiency and adapting to technological changes to enhance customer satisfaction and maintain a competitive advantage. Desklib provides access to similar solved assignments and past papers for students.

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Business Processes
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BUSINESS PROCESSES 1
Table of Contents
Part 1 – Identification and Justification...........................................................................................2
1.1. Introduction to organization..............................................................................................2
1.2. Mission, target market, and strategy.................................................................................2
Part 2 – Process Mapping and Analysis..........................................................................................5
2.1. Identification and justification of business processes...........................................................5
2.2. Relationship and cross-functional maps...............................................................................7
2.3. Analysis.................................................................................................................................8
Part 3 – Technology and Strategic Alignment.................................................................................9
3.1. Use of technology.................................................................................................................9
3.2. Ethics and processes............................................................................................................10
3.3. Strategic alignment.............................................................................................................11
Conclusion.....................................................................................................................................12
4.1. Recommendations...............................................................................................................12
References......................................................................................................................................13

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Part 1 – Identification and Justification
1.1. Introduction to organization
In this report, I select ‘Uncle’s café’ for the business planning and management. Uncle’s Café is
having different services and products for various customers. It provides breakfast, dinner and
lunch facility to their customers. A multi service café have services at table as well as home
delivery too. It is having 14 tables in their premises. Therefore, it is also called 14 tables café.
There are many specialties in uncle’s café, such as coffee, and fast foods.
It has a proper management system for customer, such as order, deliver, and billing. It is famous
in the city from their products and services. Some dishes are special that makes it unique. It has
five branches in the same city. It is situated in Brisbane, Australia. Brisbane is situated at bank of
Brisbane River.
This café is well organized as per requirements and it has different facilities for customers as
well as employees. Uncle’s café is famous in the city because of their food quality, products and
services. There are few competitors are present in the market for Uncle’s cafe. Therefore, they
should take competitive advatanges from the technological changes in the systems as well as
better services.
1.2. Mission, target market, and strategy
Mission: Uncle’s Café is having many missions for their business in different cities as well as
international level. Higher management wants to establish a chain of food at international level.
Therefore, they put many efforts in their products and services. It is a way to achieve their
missions and vision. Mission is based on the business market (Anderson, et al., 2009).
Customer’s satisfaction is a best way to growth of business. Therefore, they are trying to fulfill
all the desired requests of customers. Café is targeting current market that have different
requirement. It is work for identification of threat and vulnerabilities of the management system.
Digital technologies are beneficial for the mission of organization (Bharadwaj, et al., 2013).
There are so many things to change for taking competitive advantage. Target market is different
customers that are frequently or daily order some food. They have many customers that are

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coming at daily basis. It is a way to make them permanent customers with better services and
products (Chesbrough, 2010).
Business steps are beneficial for the business of organizations, such as technical changes,
management strategies and many more. Business steps should consider target market as well as
customers. There is business to customer relationship in this field. Therefore, café must satisfy
their customers from their products and quality services at every time.
Source: (KISSFLOW, 2018)
Business processes are having three parts to maintain all the things, which are business goals,
business steps and stakeholders. Uncle’s café is having specific goals, as it have five different
branches in a same city at different areas. They are providing same quality and services to all
five locations for getting customer’s faith (Hutt & Speh, 2012).
Stakeholders are affecting the business processes. In addition, customers are also stakeholder in
the café business. Therefore, café should consider customers in order to their demands from
them. Business process is a way to handle challenges of different conditions. Stakeholders must
satisfy with new business processes in order to growth as well as revenue from the business.
All these things are necessary for overall growth of café. Here, uncle’s café is providing better
services to their customer still they are requiring technical changes as per the customers demand.

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Business strategies are helping in the growth of organizations. Therefore, café should include
new strategies for the growth of business process of café.
Source: (360strategy.co.il, 2011)
It has different business steps for growing their business, such as target different location of a
same city. They are having special products and recipes that are not available at any café, such as
Uncle’s Coffee, Uncle’s pizza, and many more. They are having limited stakeholders that are
customers, owners, shareholders, competitors, employees, suppliers, government, communities,
media, political group, worker union and environmental groups. Business should have a strategy
to implementation and execution (Martin, 2009). There different strategies for target market as
well as getting successes in business. These seven factors are useful for growing the business
with the better strategy.
Mission statement: mission of organization should be clear. Therefore, a particular area is
covered as per the requirements and mission of the organization. There are different things that
help to achieve the mission of organization. Uncle’s café is having a mission to establish their
business at international level. They required better management systems, staff, managers and
different things for better success of their business (Meskendahl, 2010).
Marketing Plans: Marketing plans are so beneficial for achieving the target and mission of the
organization. Uncle’s café is having different plans for their business that are helpful for

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achieving successful growth. It is a way to fulfill the requirements of customers and it makes a
better business for organization (Osterwalder & Pigneur, 2010).
Sales Growth: Uncle’s café is providing different offers to those customers, which are
continuously visit café. They have some loyalty programs for the customers that attract them to
visit repeatedly. Sales can be growing though online marketing and services. In present time,
customers are not having time to visit the place because of shortage of time. Therefore, café can
provide online booking of order with delivery services to their customers. There are third parties
also available in the market for delivery services. Therefore, if feasible, they can hire these
services for delivery of products.
Alliances: Uncle’s café is having bonding with their stakeholders. It is a process in which
organization connect with different persons, bodies, departments and many others for business
growth. Government department authentication is required to setup business as well as running
it.
Regulatory: There are different regulatory comities for business as well as communities. They
all are requires for proper business. There are different laws and regulations for running a
business. Therefore, organization should follow all legal constraints of regulatory committee
(Weiss, 2014).
Efficiency improvement: Employees are assets of an organization. In addition, they are
providing services and products delivery to the customers. Therefore, they are assets of
organization. Uncle’s café has more than 50 employees at a single site. Efficient work is
providing improvement in the efficiency as well. Therefore, qualified and skilled employees are
beneficial for growth of an organization in future. Uncle’s café is having qualified employees.
They are having different skills for managing the work. Their communication is so nice and
polite to the customers as well as other staffs (Saunders & Lewis, 2012).
Organizational change: organizations are required different changes related to operations,
products and services. Therefore, qualified and knowledgeable employees are required to
understand the changes and make it better for growth of organization (Scarborough, 2016).
Below diagram is showing a problem-solving model for handling different changes in the
business processes.

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Source: (360strategy.co.il, 2011)
Part 2 – Process Mapping and Analysis
2.1. Identification and justification of business processes
Business should have a business process that is suitable for that particular business. Uncle’s café
is a series of fast food chain and it has a clear mission and vision for their future. Below figure is
showing order process uncle’s café. It starts from the arrival of guest at café and end with their
leaving. In between, different processes are going on as shown in below figure. Customer can
make their choice for order from the menu (Teece, 2010).
Uncle’s café is following a good way to handle customers demand. There are many faults
occurred in the system in few conditions, such as number of customers are high, number of
demand is high and less employees. Therefore, they should implement waiting system for
customers as well for shorting of this problem.
Café is following the below mention process map for their products and services. In this process
map, it is showing a process of handling request of customer. It start from arrival of customer
and it end with leaving of customers. In between, many processes are going on parallel.
Therefore, all the processes should be continue to make customers satisfied, such as kitchen
process and attending the customers.

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Source: Author
Customers can ask for bill and they can use their credit card and debit cards for payment. It is a
simple flow of a business process of uncle’s café.
Source: Author

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Second process is payroll system of employees in Uncle’s Café. It shows in above diagram.
Payroll system is different options for employees pay, such as extra time or overtime at café is
also include at payment time. It provides complete solution for payroll of all staff members
(Trade Commissioner Service, 2018).
2.2. Relationship and cross-functional maps
In business, all the processes are having a relationship and it is required for the growth of
organization. All the business processes are providing help to each other and it is a way to get
success in business.
There are few basic needs of a business that is qualified employees according to work. Business
requires better strategy for that business. Business required a strong relationship with their
stakeholders, such as customers and employees. There are few cross-functional maps example
that are providing information about the system processing (Trkman, 2010).
Source: Author
In present era, website is a first thing for integration for business purposes. Therefore, website is
always up-to-date for better relationship.

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Source: Author
Website is providing a better impact on the customers. Many facilities can include at website.
Customers can order through website (Faber, 2018).
2.3. Analysis
Uncle’s café is having different business process and all are required technological changes for
improvement of efficiency of the system. There are order delivery systems in which customer
arrival to leaving all the processes are scheduled by the system. Order delivery process is
important part of café, as customers are a big stakeholder in this business. When a customer
arrive in the café then A person welcome his or her and provide a proper seats according to their
requirements and interest. First impression is last impression. Therefore, welcome them with full
of energy. Next step is welcome drink, so they can feel relax and better.
They are not supposed to wait for long time. Therefore, a particular estimated time will provide
to them. Order should be delivering in that estimated time. A person is always monitoring to the
entire customer for proper help and suggestions. It makes them comfortable at café. In addition,
customer feels better and spends more time at café. It makes business for café as well. They play
small games, such as snooker, and many other.

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SWOT analysis of Uncle’s Café:
Strengths Weaknesses
 Nationally known, strong and valuable
brand
 Medium accessibility
 Uncle’s café national responsibility
strategy
 Suppliers dependency
 Health issues in consuming products
 Dependent on local government operating
segment
 Future growth is depend on national market
Opportunities Threats
 Products and services innovation
 Expend national operating segment
 Expend in national market
 Supply and price of product is subject to
significant volatility
 Large number of competition
 Economic condition might decrees
customers spending
SWOT analysis is providing strength of café that are useful for marketing. It also provides
weaknesses of the café. Therefore, managers can take necessary actions on them. Opportunities
are provide motivation to employees and organization for effective working. SWOT analysis is
also providing threats of the café. However, every business is having threats. Managers do not
ignore them.
Uncle’s café is most popular café in Brisbane and it has a good image in customer’s mind. Most
of the customers are visit this place because of their products and services. Order delivery service
is the best part of this café. Best food, best delivery and best culture are three most important
things of uncle’s café. It makes it different from others. There are latest system for order and
payment with high security. It is less with cameras and other security alarms.
Business processes are always required changes as per target market. Therefore, new technology
and systems are introduced in the uncle’s café. In next section, technology and strategic
alignment will discuss.

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Part 3 – Technology and Strategic Alignment
3.1. Use of technology
Technology is base of most of the business as it provides a best way of business communication
and reporting systems. In present time, latest Point-of-Sale (POS) system is fully secured with
cyber-security and cloud computing services. Uncle’s Café is presently working with normal
token system that is not feasible and reliable. Sometimes, it creates confusion in orders of
customer ( Matteo & Floridi, 2009). Therefore, POS system is used that provide better
information to everyone, such as kitchen, waiter, manager and other. They should adopt the E-
payment system for food order and payments. This type of system is implemented at various
places, such as burger king, McDonald, and many others (Jin, et al., 2007).
Technologies are providing help to enhance business in many terms. First, it makes fast
processing of different services, such as order, payment any many others. Automation is useful
for the different processes of food making and other services. However, machines are reducing
the work effort of employees and it provides better efficiency (LEE, et al., 2016).
IT services are helpful for managing the different processes of an organization. In case of
Uncle’s café, they should have a mobile application for online order and delivery, such as Pizza
hut, and dominos. Mobile application is also connected with the main system and it makes easier
to order and payment (McDermid, 2008).
Uncle’s café will also planning for introduces new UPI for payments, as not everyone is having
cash in their pocket. Online payment is requires high security. Therefore, it is used third parties
for payment transfer through mobile devices (Quinn, 2010).
POS system can provide daily report as well as weekly and monthly report. Those reports are
useful for the analysis of different things and it is used for decision making for many processes,
products and services of café (Wright, 2011).
3.2. Ethics and processes
Business ethics are also known as corporate ethics (Trevino & Nelson, 2016). It is used for the
ethical problems in business environment. It is applied on entire organization as well as all staff
members (Rossouw & Vuuren, 2017). These ethics are originated from different sources, such as

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legal system, individuals, and organizational statements (DesJardins, 2014). Business ethics are
refers as contemporary organizational standard, set of values and principles that govern the
behavior and action of an individual in the business company, such as employees (Ritter, 2006).
It has two digestions, descriptive business ethics or normative business ethics. Sales and
marketing ethics was created form virtue ethics perspective (Crane & Matten, 2016).
Ethics are useful for business and stakeholder’s main point is finding different processes are
ethical or unethical (De George, 2011). They do not want any legal issues from unethical work.
There are some unethical issues, which can create a problem for business, such as fairness,
misuse of organization’s resource and time, fraud with customers and abusive behavior in
organization (Reynolds, 2011).
Cyber-security systems are used for payroll system and other financial systems. Uncle’s café is
having a fast communication and better services because of technological changes. Technologies
are always providing better solution of different problems. It is a way to compete their
competitor through latest technologies in their business.
3.3. Strategic alignment
Strategic alignment is processes in which differ things are processed that are operating
environment, strategy, culture, and leadership. First things are customers or market needs. It is
necessary to identify customers need for growing the business.
Source: (Group, 2011)

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Organizations should response according to those needs and they should develop strategy, which
is better for business. . In case of Uncle’s café, they find popular items that are having high
demand as per customers order list. They always provide discounts and offers on those items for
better marketing.
Uncle’s café should maintain requisite culture for their customer that provides a better feel.
Therefore, they visit that place repeatedly in future. Café is also required good managers. A
good leader is always motivates their followers and they can easily handle critical situations. In
café, if customers face any problem then mangers should handle it politely for future business
(Wright, 2011).
Conclusion
It is concluded that from the above parts of this report that identification and justification are
necessary steps for the business report. It is explain about the mission, target market and
strategies of uncle’s café. In part two, this is described about the process mapping and analysis in
which it is explain about the identification and justification of uncle’s café business processes
and cross functional maps.
This report is providing business process report of uncle’s café. It is a well-known café in the
city and it has five branches in the city. Business process should follow the strategies for growth
and they must use technology for their business processes. IT services are beneficial for the
organization in many terms, such as cloud computing, servers, IT infrastructure and security.
In part three, it explains about the role of technology and strategic alignment for a business of
uncle’s café. It provides use of technology in the business process for efficient growth of uncle’s
café. It is also explaining about the ethics and processes in business.
Finally, it is concluded that any organization required good strategies and process mapping for
better growth of organization as well as they should follow recommendations.

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4.1. Recommendations
Uncle’s Café must follow these recommendations for their growth and popularity. These
recommendations are beneficial for long-term advantages as well as future growth. These are the
recommendations for uncle’s café:
1. Establish an IT infrastructure for the management of different sites with the help of
servers and networking.
2. Process mapping is must followed for the future processes
3. Develop a team for relationship building
4. Establish royalty offers for the customers for business relationship
5. Provide benefits to employees in term of incentives based on their working
6. Develop code of ethics for the organizations
7. Establish customers feedback facility online

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