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