Apextra Virtual Solutions

Project Charter: Tablet Rollout Project DATE: [10/11/2022] Project Summary Sauce & Spoon would like to launch a pilot rollout of tabletop menu tablets at two of our restaurant locations, Sauce & Spoon North and Sauce & Spoon Downtown. This will allow the restaurant to serve more guests in less time, decrease employee burnout, and will provide valuable data that'll allow the restaurant to meet its business goals, one of which is increasing the product mix by the end of June. Project Goals ● To upsell appetizers (increase apps sales) or promote certain entrees by 15% average overall (North location - by 10%; Downtown location - 20%) in an endeavor to increase the product mix by bringing in tablet packages that allow for menu item add-ons and coupons in 3 months, i.e., by April. ● To decrease the average amount of time a party occupies a table time by about 30 minutes by installing tabletop tablets at the bar area in two restaurant locations by the end of June, resulting in a decrease in customer wait time. ● Ultimately, increasing the average daily guest counts by 10% by quarter two of the year (in the next 3 months) by the end of June to increase profit. ● Cutting food waste by 25% by the end of June and hence making things smoother in the kitchen ● Raise the average check total to $75 by selling more appetizers and specialty beverages by the end of June, resulting in increased profits. ● Decrease employee burnout by the end of June ● Host quarterly employee idea and feedback night ● Ensure each investment over $100K undergoes analysis and results in a positive return. Deliverables ● Tabletops tablets with menu add-ons and coupon features ○ Select tablet vendor ○ Install tablets ● Training plan for employees to use the new system ● A digital menu and point-of-sale (POS) system in the form of a the form of a fully integrated tablet system ● Clear data points to track metrics ● Hire two more part-time cook roles ● Promotion of table menu pilot via table signs and email blasts ○ Produce multiple drafts of marketing material ○ Generate an email list ○ Program emails to be sent on the correct dates ● Implementation of post-dining survey to assess customer satisfaction ○ Assign a team member to develop a survey ○ Create a process to deliver a survey and carry it out Scope and Exclusion In-Scope: ● Tablets should help in communicating specific guest requests to the kitchen more directly ● The new system should somehow help in reducing food waste ● The tablet software should be compatible with our existing systems (host software and POS) ● Providing guests with a seamless ordering experience ● Implementing a digital menu and point-of-sale (POS) system i.e. a fully integrated tablet system that will be guest-facing Out-of-Scope: ● Adjusting our policy on order returns Benefits & Costs Benefits: ● Opportunity to reduce costs: staffing, order size and amount, ● Improving customer satisfaction and retention ● Providing timely and quality service. ● The tablets will provide the restaurant with clear data points on customer ordering and an integrated point-of-sale system to help guide decision-making in the future. ● Growth in the digital presence of the restaurant industry, allowing us to provide customers with a familiar digital experience. ● Potential to speed up service and increase sales . Costs: ● Training materials and fees - $10,000 ● Hardware and software implementation across locations - $30,000 ● Maintenance (IT fees through to EOY) - $5000 ● Updated website and menu design fee - $5000 ● Other customization fees - $550 Appendix: ● Misalignment on reallocating payroll between the two GMs from the North and Downtown restaurants ○ The misalignment was clarified in that using savings to hire more kitchen staff might mean jeopardizing hiring more hosts and bartenders. Where would the trade off be? ○ Decision: It was suggested by Deanna (the Director of Operations) to plan to ensure the kitchen has the appropriate resources and Peta mentioned she’d speak to the other stakeholders about it again ● The misalignment on the impact of the tablets on appetizer sales ○ The issue is that one restaurant attracts more dinner guests and so most don’t order appetizers, while the other attract guests who come in for happy hours. ○ Decision: It was resolved with a 15% average increase overall, with the North location targeted for a 10% increase and the Downtown location targeted for a 20% increase. That way, the goals stay relevant to the unique trends of each location while still supporting the larger company goal. ● The misalignment on the adjustment of the policy on order returns ○ The issue was that some stakeholders (the chef and manager at the Downtown restaurant) felt that the project won’t be able to meet the waste reduction goal without amending the order returns policy while others felt that staff’s goal is to ensure that guests have a good experience, not fact-check them. ○ Decision: It was decided that the issue of the policy would be rolled out separate from the tablet roll-out project ● The misalignment on adding a goal around improving the satisfaction of the kitchen staff ○ The issue was that some stakeholders felt this should somehow be included as a goal but there was no proper metric on how to measure it. ○ Decision: It was decided that if the Executive Chef can help the Project Manager find a way to work it into the plan and provide specific metrics, she would agree to include it in the project’s scope.