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EC-CITE ( Enhanced, Customer-Centric IT Experience ). Todd Sinclair GBA 573 12 July 2004. Problem Statement. Explore opportunities to increase restaurant customer base and their loyalty by improving the customer experience. Alternatives explored Wi-Fi enabled restaurant

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EC-CITE ( Enhanced, Customer-Centric IT Experience )

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EC-CITE(Enhanced, Customer-Centric IT Experience )

Todd Sinclair

GBA 573

12 July 2004


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


EC-CITE

  • Wi-Fi connected, Internet-enabled, PDA-based technology

    • To place a food or beverage order

    • Table to table messaging

    • View/order merchandise

    • Internet access


Implementation

  • 20 days to implement

    • Redesign of NextPOS

    • Redesign team and network team

  • PDAs

    • Pocket PC 2002/2003

    • Connectivity cards

  • Wireless Network

    • With Backup Server


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


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


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?


Questions???


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