The impact of taking orders electronically on the performance of management in restaurant operations and its application at Afyonkarahisar Ozdilek A.Ş.

iiiABSTRACTTHE IMPACT OF TAKING ORDERS ELECTRONICALLY ON THEPERFORMANCE OF MANAGEMENT IN RESTAURANT OPERATIONS ANDITS APPLICATION AT AFYONKARAHISAR OZDILEK A.S.By Ayhan ÖZTÜRKDepartment of Business AdministrationAfyon Kocatepe University Instute of Social SciencesAugust 2006Advisor: Asst. Prof. Ali ELERENThis thesis aims to study the impact of taking orders electronically on theperformance of restaurant management. The first chapter discusses the historicaldevelopment and classification of the beverage sector, the position of restaurantoperations within the sector and their organisational structure. The second chapter of thethesis studies the taking of orders and revenue control methods and the concept ofinformation administration systems in relation to operations. The third section considersthe concept of performance and the criteria of performance on the operation. Finally, theelectronic order taking system in the restaurant at the Afyonkarahisar Özdilek ShoppingMall has been studied in a multi-dimensional manner in respect to its impact on theperformance of operations. The results of study indicate that taking orders via anelectronic system has made a positive contribution to the other units of the department,employees, customer satisfaction, and financial performance, resulted in a speeding upof the process, improved effectiveness of monitoring and control and proved advantagesin regards to expenditure.