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EC-CITE (Enhanced, Customer-Centric IT Experience ) Todd Sinclair GBA 573 12 July 2004
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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
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Wi-Fi connected, Internet-enabled, PDA- based technology To place a food or beverage order Table to table messaging View/order merchandise Internet access
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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
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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
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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
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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?
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Questions???
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