Complete Dining Solution DineOut!

Tutorial 1 Group 3 NAH ZHENG XIANG PHILSONA CHUA YUN SHEN DAVIDU WONG CHIH YONGA ASHISH TAYALA XU CONGA Our Team

Industry Overview Business Challenges Our Innovation Service Blueprints Technology Architecture Feasibility Analysis Presentation Agenda

Industry Overview

Global Restaurants Sector Value

Forecasted Sector Value

Sector Categories

Sector Geographies

Global Restaurants Sector Volume

Forecasted Sector Volumes

Inseparability Heterogeneity Perishability Intangibility 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 CustomersEmployees Management

Management: Higher R.O.I for capital investment End consumers: Greater availability, choice, convenience Better 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 capacity Be more prepared Increased turnover ratio Service Providers

Return on Investment

Reduced the labor cost Reduced errors in service encounters Increased customer satisfaction Service Providers

Values to Consumers Greater convenience Reduced queuing/waiting time Less uncertainty Smarter 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 Service Parking Lot Arrive at Restaurant 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 Wait Place 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 checking Demand Forecasting Pay Process payment Wait

Physical Evidence Customer Actions Onstage Actions Backstage Actions Support Systems and Processes Parking Lot Arrive at Restaurant 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 Wait Place 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 checking Demand Forecasting Pay Process payment Wait Long waiting times!

Parking Lot Arrive at Restaurant 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 Wait Place 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 checking Demand 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 Restaurant 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 Wait Place 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 checking Demand Forecasting Pay Process payment Wait Difficult to plan!

Numerous Manual Processes Subjected to human errors Inefficient handling of customers Inadequate Information Affects customer choice/satisfaction Managerial decision making & planning Root Causes

Proposed Service

Physical Evidence Customer Actions Onstage Actions Backstage Actions Support Systems and Processes Proposed Service Front Desk Arrive at Restaurant 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 PortalMobile App User Interface Design Make reservation and place orders Make online payment Receive reservation confirmation Reservation & Seating System Order Management System Sales tracking & reporting Customer profile analytics Customer relationship management DineOut!

Automated booking/ordering process Reduces waiting time, human errors Improves demand forecasting, marketing Aggregation of information Facilitate ordering decisions Reduce order-time bottleneck Service Innovations

IT Architecture

Technologies Online, real-time menu Dynamic pricing, food reviews Online booking/ordering system Convenience & accessibility for customers Mobile App Make quick on-the-go bookings Check table/parking availabilities Location based search engine

Solution Architecture

Actors Customer Browser Mobile App Financial Institution Order Management Business Function Registration, Selection, Notification Review 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-On Access 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 Analysis Operational 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 EconomicSchedule 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