complete dining solution dineout!. tutorial 1 group 3 nah zheng xiang philsona0067379 chua yun shen...
TRANSCRIPT
Complete Dining Solution
DineOut!
Tutorial 1 Group 3NAH ZHENG XIANG PHILSON A0067379
CHUA YUN SHEN DAVID U090159
WONG CHIH YONG A0075128
ASHISH TAYAL A0078597
XU CONG A0091599
Our Team
Industry Overview Business Challenges
Our Innovation Service BlueprintsTechnology ArchitectureFeasibility Analysis
Presentation Agenda
Industry Overview
Global Restaurants Sector Value
Forecasted Sector Value
Sector Categories
Sector Geographies
Global Restaurants Sector Volume
Forecasted Sector Volumes
InseparabilityHeterogeneityPerishabilityIntangibility
Service System - Restaurants
Business Challenges
Business Drivers
Urbanization
Higher disposable income driven consumer spending
Age of the foodie
Increased IT adoption in the F&B industry
• Hard to update prices for seasonal items• Processing payments can be slow, orders
can be lost• No means to plan resources based on
latest data
• Poor communication between servers taking orders and cooks
• Uncertainty about number of customers leads to over or under-preparation
• Logistical issues in making reservations.
• Lack of information on all restaurants in a given area
• Long queue times during peak lunch hours
Business Challenges
Stakeholders
Customers Employees Management
Management:Higher R.O.I for capital investment
End consumers:Greater availability, choice, convenienceBetter service experience
Employees:Automation of processes Outreach to wider target audience
Stakeholders: Why they care?
Our Solution
Introduction to DineOut!
Services offered by DineOut!
Value Propositions and Benefits
DineOut!
Online Reservation
Real-time Online Menu
Online Ordering
DineOut!
Online Reservation
Real-time Menu
Online Ordering
Values Offered
Increased capacityBe more preparedIncreased turnover ratio
Service Providers
Return on Investment
Return on Investment
Reduced the labor costReduced errors in service encounters Increased customer satisfaction
Service Providers
Values to Consumers
Greater convenience Reduced queuing/waiting timeLess uncertaintySmarter decision making
Service Blueprints
Critically analyze existing service
Identify root cause of challenges
Design an innovative service solution
Create value for customers & restaurants
Key Goals
Existing Service
Physical Evidence
Customer Actions
Onstage Actions
Backstage Actions
Support Systems and Processes
Existing ServiceParking
Lot
Arrive at Restauran
t
Waiting Area
Dining Area
Menu, Offers Bill
Give name to waiter
Go to Table
Review the menu
Tray, Cutlery,
Food
Greet and take
name
Add customer to waitlist
Guide to Table
Provide Menu
Write down orders
Deliver
food / drinks
Deliver desserts
Give the bill
WaitPlace orders EAT
Choose card
Wait
Prepare ingredients for cooking
Receive order slips from waiters
Add order to queue
Prepare Food (Cook)
Payment Processing
System
Staff hiring and
training
Ordering/Procurement of
necessary ingredients
Inventory checkingDemand
Forecasting
Pay
Process payment
Wait
Physical Evidence
Customer Actions
Onstage Actions
Backstage Actions
Support Systems and Processes
Parking Lot
Arrive at Restauran
t
Waiting Area
Dining Area
Menu, Offers Bill
Give name to waiter
Go to Table
Review the menu
Tray, Cutlery,
Food
Greet and take
name
Add customer to waitlist
Guide to Table
Provide Menu
Write down orders
Deliver
food / drinks
Deliver desserts
Give the bill
WaitPlace orders EAT
Choose card
Wait
Prepare ingredients for cooking
Receive order slips from waiters
Add order to queue
Prepare Food (Cook)
Payment Processing
System
Staff hiring and
training
Ordering/Procurement of
necessary ingredients
Inventory checkingDemand
Forecasting
Pay
Process payment
Wait
Long waiting
times!
Parking Lot
Arrive at Restauran
t
Waiting Area
Dining Area
Menu, Offers Bill
Give name to waiter
Go to Table
Review the menu
Tray, Cutlery,
Food
Greet and take
name
Add customer to waitlist
Guide to Table
Provide Menu
Write down orders
Deliver
food / drinks
Deliver desserts
Give the bill
WaitPlace orders EAT
Choose card
Wait
Prepare ingredients for cooking
Receive order slips from waiters
Add order to queue
Prepare Food (Cook)
Payment Processing
System
Staff hiring and
training
Ordering/Procurement of
necessary ingredients
Inventory checkingDemand
Forecasting
Pay
Process payment
Wait
Physical Evidence
Customer Actions
Onstage Actions
Backstage Actions
Support Systems and Processes
Manual processes
Error Prone!
Physical Evidence
Customer Actions
Onstage Actions
Backstage Actions
Support Systems and Processes
Parking Lot
Arrive at Restauran
t
Waiting Area
Dining Area
Menu, Offers Bill
Give name to waiter
Go to Table
Review the menu
Tray, Cutlery,
Food
Greet and take
name
Add customer to waitlist
Guide to Table
Provide Menu
Write down orders
Deliver
food / drinks
Deliver desserts
Give the bill
WaitPlace orders EAT
Choose card
Wait
Prepare ingredients for cooking
Receive order slips from waiters
Add order to queue
Prepare Food (Cook)
Payment Processing
System
Staff hiring and
training
Ordering/Procurement of
necessary ingredients
Inventory checkingDemand
Forecasting
Pay
Process payment
Wait
Difficult to plan!
Numerous Manual ProcessesSubjected to human errorsInefficient handling of customers
Inadequate InformationAffects customer choice/satisfactionManagerial decision making & planning
Root Causes
Proposed Service
Physical Evidence
Customer Actions
Onstage Actions
Backstage Actions
Support Systems and Processes
Proposed ServiceFront Desk
Arrive at Restaura
nt
Dining Area
Show confirmation to waiter
Go to Table
Tray, Cutlery,
Food
Greet and take
name
Guide to Table
Deliver
food / drinks
Deliver desserts
EAT
Prepare ingredients for cooking
Add order to queue
Prepare Food (Cook)
Payment Processing
System
Staff hiring and training
Procurement of ingredients
Demand Forecasting
Browse online menu
Web Portal Mobile App
User Interface Design
Make reservation and place
orders
Make online
payment
Receive reservation
confirmation
Reservation & Seating
System
Order Managemen
t System Sales tracking & reporting
Customer profile analytics
Customer relationship management
Din
eO
ut!
Automated booking/ordering process
Reduces waiting time, human errorsImproves demand forecasting, marketing
Aggregation of informationFacilitate ordering decisionsReduce order-time bottleneck
Service Innovations
IT Architecture
Technologies
Online, real-time menuDynamic pricing, food reviews
Online booking/ordering system Convenience & accessibility for customers
Mobile App Make quick on-the-go bookings Check table/parking availabilitiesLocation based search engine
Solution Architecture
ActorsCustomerBrowser Mobile AppFinancial InstitutionOrder Management
Business FunctionRegistration, Selection, NotificationReview System
High-level Business Description
Solutions Overview Diagram
Self Service::Router
Self-Service::Stand-Alone Single Channel
Extended Enterprise::Exposed Serial Process
Information Aggregation::User Information Access
Application Integration
::Broker
Access Integration::Web Single Sign-OnAccess Integration::Distributed
Rich Client
Application Integration
=Data Integration::Population=Multi
Step Gather
Application Patterns Summary
Service Oriented Architecture
Feasibility
Initial capital investment in I.T equipment
Training restaurant staff & management
Increased job responsibility to update information online
Users vs. Restaurants – chicken or egg problem
Implementation Challenges
Feasibility AnalysisOperational Technical
Increased throughput time of processes.
Enhanced information access.
Revenue optimization
Change resistance from employees.
Time taken to achieve high adoption levels
Web-app built using existing technologies.
Growing talent pool of mobile developers
• Cloud based services still at infancy.
• Integration with POS may be a challenge
Economic Schedule
25% ROI on Investment for restaurant owners
Favorable economic climate
• Financing initial promotion and marketing efforts
Modular nature or application allows concurrent product development.
Conclusion
First of its kind F&B e-Marketplace
Platform to publicize & increase brand awareness
Innovative reservation & order management solution
Maximizing return on investment in physical assets
Conclusion
Questions & Answers