Afandi & Nurlyla Sdn Bhd is a family business specializing in making kuih ketayap (Malay sweet). The company has three outlets in KL and two in other cities in Malaysia. A year ago, Afandi & Nurlyla purchased a commercial basic software system that tracks inventory in its small factory, this software facilitates schedule production. This software is a standalone system, and it is not connected to any of the outlets. Orders come through direct order in outlets or phone calls, emails, the ordering process is manually based. The company has website to expose information about the company and the products, but web ordering function does not exist.  

 

During the pandemic of COVID-19, the company operates more indirect orders (phone and emails orders) rather than direct orders from the outlets. Afandi & Nurlyla received a sudden increase of complaints from customers about the delivered kuih ketayap. For example, that the kuih ketayap was spoiled upon arrival, that it did not arrive when promised, or that it never arrived, receiving wrong flavours or quantities. The complaints rose dramatically during the special festival seasons (e.g., Eid Fitri, Eid Adha).

 

During the management meeting, the executive director (Mohd Afandi) raised the issues of customers’ complaints. The marketing manager (Nur Lyla) suggested to sell kuih ketayap products using the online platform (company’s website and mobile application). The production manager (Ahmed Luqman) raised the issue of purchasing the raw materials as it is also manually proceeded, and some materials are ordered from China. Ahmed Luqman said, “We experienced too much inventory, resulting in stale raw materials, while at other times, there is a shortage of a certain kind of kuih ketayap flavours”. He demanded that new online ordering functions must be implemented before the next festive season (Eid Adha). The marketing manager (Nur Lyla) remarked, “Make sure that everything works perfectly before the online ordering functions goes public”. Mohd Afandi and the management team agreed to outsource an information technology company to prepare a project plan proposal for website/application that can resolve the above issues. Mohd Afandi remarked, “the project should not exceed two months to be completed”. Assumed you are the project manager assigned by your IT company.

Required:

List the opportunities or problems based on the case above.

Based on the Software alternatives, recommend to Afandi & Nurlyla company which Software alternative is most suitable for their company.

Draw a fishbone diagram of cause-and-effect that can possibly occur when developing an online ordering system for Afandi & Nurlyla company.