The implementation of business process reengineering
Journal of Management Information Systems - Special section: Toward a theory of business process change management
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Dealing with food allergies in the restaurant industry is becoming important as more customers have needs and restaurants are concerned with corporate social responsibilitiy CSR. This research discusses how to provide information to facilitate the communication between the restaurant industry that is interested in dealing with food allergies and the patient's family who wants to enjoy eating at restaurants. The authors used a mixed method, combining qualitative and quantitative research, and divided the research into three steps Creswell, 2008. First, the authors researched patients' families and companies to organize communication. The authors conducted an interview with Company A, a big company in the restaurant industry, to parallel the research of patients' families. In the second step, they developed a tool and verified the method of obtaining information. Lastly, to verify the effectiveness of the information providing measure, they set up a focus group consisting of responders from the questionnaire given to parents who have children with food allergies. They found that the lack of information about ingredients and the lack of knowledge of the employees when patients' families are selecting from the menu are responsible for the inconsiderate customer service and misses in operation.