Scope and Exclusion The scope of this project is to implement a digital menu and point-of-sale (POS) system that will be guest-facing at two Sauce & Spoon restaurant locations: Sauce & Spoon North and Sauce & Spoon Downtown. The project will involve: - Selecting a tablet vendor that offers the features we need, such as menu item add-ons, coupons, and integration with our existing POS and host software. Configuring the tablet software to match our menu, prices, and promotions. Installing the tablets at the bar section of each restaurant location, where we aim to increase table turnover and customer satisfaction. Training the staff on how to use the new system and troubleshoot any issues. Evaluating the pilot results and making adjustments as needed. The project will exclude: Changing the menu or prices of the restaurant, unless necessary to accommodate the tablet software. Installing the tablets in other sections of the restaurant, unless the pilot is successful and we decide to expand the scope. Changing any policies or procedures that are not directly related to the tablet rollout, such as the policy on order returns due to error or the metrics for kitchen staff performance. Addressing any issues that are outside the control of the project team, such as network outages, hardware malfunctions, or customer complaints. Benefits & Costs The benefits of this project are: - - - Increased product mix: By using the tablet software to upsell appetizers or promote certain entrees, we hope to increase the average check size and revenue per guest. Decreased table turn time: By allowing guests to order and pay on the tablets, we hope to reduce the time they spend waiting for service and free up tables for new guests. Increased customer satisfaction: By providing guests with a faster and more convenient dining experience, we hope to improve their satisfaction and loyalty. Decreased food waste: By communicating guest requests more directly to the kitchen, we hope to reduce the number of orders that are sent back due to error and save on food costs. - Increased operational efficiency: By integrating the tablet software with our existing systems, we hope to streamline the ordering and payment processes and reduce human error. The costs of this project are: - - - Tablet purchase or lease: Depending on the vendor and package we choose, we will have to pay a one-time or recurring fee for the tablets and the software. Tablet installation and maintenance: We will have to install the tablets at each table and ensure they are properly connected and secured. We will also have to maintain the tablets and replace them if they are damaged or stolen. Staff training and support: We will have to train the staff on how to use the new system and provide them with ongoing support and guidance. We will also have to address any concerns or resistance from the staff regarding the change. Pilot evaluation and adjustment: We will have to monitor the pilot results and collect feedback from the staff and the guests. We will also have to make any necessary changes or improvements to the system based on the feedback. Appendix The appendix of the project charter will include: - A list of the project stakeholders and their roles and responsibilities. A detailed project plan with the tasks, milestones, and deliverables of each phase. A risk management plan with the potential risks and mitigation strategies of the project. A communication plan with the frequency, mode, and audience of the project updates and reports. A budget and resource plan with the estimated costs and resources of the project. The scope of the project is to launch a pilot rollout of tabletop menu tablets at two of the Sauce & Spoon restaurant locations, Sauce & Spoon North and Sauce & Spoon Downtown. The tablets will allow guests to place their orders and pay their checks without waiting for a server. The project aims to achieve the following goals: - Increase product mix by upselling appetizers or promoting certain entrees using the tablet features Decrease average table turn time by 30 minutes Increase average daily guest counts by 10% Reduce food waste by communicating specific guest requests to the kitchen more directly The project charter drafted by Peta summarizes the project and explains the goals, the scope, and any future deliverables that might be necessary. The charter also includes a timeline for the pilot, which is planned to start at the beginning of quarter two. Some of the aspects that are out of scope for this project are: - Changing the policy on order returns due to error Improving the satisfaction of the kitchen staff8 Hiring more kitchen staff Integrating the tablets with the existing POS system and host software There was some confusion or disagreement among the team regarding the policy change and the employee satisfaction goal. Carter, the executive chef, suggested that the project should include adjusting the policy on order returns due to error, as well as improving the satisfaction of the kitchen staff. However, Gilly, the general manager of the North location, disagreed with the policy change and argued that it should be addressed separately. Peta, the project manager, proposed to keep the policy change out of the project scope and work with Deanna, the director of operations, to make policy adjustments separately. Peta also agreed to include the employee satisfaction goal in the project scope if Carter could provide specific metrics for it. The team eventually reached a consensus to exclude the policy change from the project scope and to discuss it later in an operations meeting. Benefits: - Increase product mix by upselling appetizers or promoting certain entrees using the tablet features. Decrease average table turn time by 30 minutes, allowing more guests to be served and reducing wait time. Increase average daily guest counts by 10%, boosting revenue and customer satisfaction. Reduce food waste by communicating specific guest requests to the kitchen more directly and accurately. Costs: - Purchase and install the tablet packages that are compatible with the existing POS system and host software. Train the staff on how to use the new system and address any potential resistance or challenges. Monitor and evaluate the pilot rollout at two locations and make adjustments as needed. - - - Manage the risks of technical glitches, customer feedback, and staff performance. Project charter review: Peta has drafted the project charter for the tablet rollout and asks for feedback from the stakeholders. The charter summarizes the project idea, goals, scope, and deliverables. Policy change proposal: Carter proposes to change the policy on order returns due to error as part of the tablet rollout, arguing that it will help reduce food waste and improve kitchen performance. Gilly disagrees and says that the policy change is out of scope and will affect customer satisfaction. Peta suggests to separate the policy change from the project and work on it independently. Deanna agrees and offers to work with Carter on the policy change. Employee satisfaction goal: Carter also suggests to include a goal around improving the satisfaction of the kitchen staff, citing high employee turnover. Peta says that employee satisfaction is important, but not directly related to the tablet launch. Peta asks Carter to provide specific metrics for employee satisfaction if he wants to include it in the project scope. Carter agrees to do so.
