1. EC-CITE (Enhanced, Customer-Centric IT Experience ) Todd Sinclair GBA 573 12 July 2004

2. Problem Statement Explore opportunities to increase restaurant customer base and their loyalty by improving the customer experience. Alternatives explored Wi-Fi enabled restaurant Network of built-in tabletop computer Change nothing EC-CITE

3. Wi-Fi connected, Internet-enabled, PDA- based technology To place a food or beverage order Table to table messaging View/order merchandise Internet access

4. Implementation 20 days to implement Redesign of NextPOSNextPOS Redesign team and network team PDAs Pocket PC 2002/2003 Connectivity cards Wireless Network With Backup Server

7. Benefits Increased patronage and customer loyalty due to the enhanced experience Increased revenues from both food and merchandise sales Lower operating costs due to less wait staff requirements

8. Cost Benefit Analysis Project costs: $65,940 Expected Benefits $104,200 per year. Expected Costs $45,000. ROI: 268% Assumptions Pilot program 60 PDAs, Reduction of one wait staff per 20 5% increase annual food and merchandise sales Tech support and broadband access are costs

9. Risks Will there be a demand? Is wait staff critical? Do patrons know how to use PDA? Is the wireless network secure enough? Are PDA’s rugged enough?

10. Questions???