Family Restaurant System (FRS) using CRM / Hamizatul Arma Ab Rahman

Family Restaurant System (FRS) is a system that applies all elements of Customer Relationship Management (CRM) element. It integrates of people, process and technology in the system. It also uses other combinations like information and philosophy in order to manage customer relationship in an organization. There are three major components of CRM, which are analytical, operational and collaboration CRM. FRS is an e-commerce system that focuses on operational and collaboration. The operational CRM is the front office functions whereas the collaboration CRM represents activities to interact with customers. FRS allows organization to interact and maintain good relationship with the customer. FRS used several methods to study the customer requirements such as preliminary study and analysis of data. The study shows that several restaurant websites do not apply the elements of CRM such as the website for the Family Restaurant. Interview sessions with the existing restaurant owner were carried out to understand the current processes and problems. FRS is being evaluated by users and expert users. The purpose of the evaluation is to evaluate the functionality and usability of FRS.