Project Charter: [Rolling out Table top menu tablets for
digital order system]
DATE: [01/06/2023]
Project Summary
The object of this project charter is to develop and implement a new tablet menu
disposed at the Sauce & Spoon North and Downtown restaurant supporting to assist
customers with quick, easy ordering options with that improving the business growth
and improving the service quality and customer digital experience. in the North and
Downtown restaurants at the bar area.
Project Goals
● Implementing the pilot at the beginning of quarter two in both restaurants.
● Increase appetizer/cocktails sales by 10% using add-ons and offering cupons
at North restaurant at the end of June (end of Q2).
● Increase appetizer/cocktails sales by 20% using add-ons and offering cupons
at Downtown restaurants increasing at the end of June (end of Q2).
● Increase average check value from $65 to $75 by the end of June by selling
15% more appetizers and specialty beverages.
● Increase the overage daily guest counts by 10% by the end of June decreasing
the overage table turn time by 30 minutes.
● Reduce food waste by 25% by the end of June by creating a feature for direct
communication between the guest and the kitchen.
● Train the staff on the new system by the beginning of quarter two.
● Integrate, configure and test properly the new system with the existing one by
the beginning of quarter two.
● Improve the restaurant rating between 4.5 and 5 stars by offering a digital
experience to customers using tablets by the end of quarter 2.
Deliverables
● The new updated menu offering an opportunity of adding info on the meals
cooking customer preferences
● Customer loyalty program
● Implementing automated system of customer feedback collection after payment
● To train 100% of the staff on the new system before running a pilot.
● Upgrading existing POS systems and host software to easily integrate tablet
● orders.
● The new digital menu with appetizers and Drinks
● Increasing of staff by two part time line cook roles
● Software memberships
● Virtual menu design and update website
● Maintenance schedule for the new service
Scope and Exclusion
In-Scope:
● Deliver the tablet system in the bar area of the two restaurants (north and
downtown)
● Reduce table turn time, to increase revenue and reduce customer wait time.
● Start the pilot at the beginning of quarter 2 in the bar areas of the downtown
and north restaurants
● Integration with existing software.
● Measuring the satisfaction of the kitchen staff
Out-of-Scope:
● Other restaurant locations
● Modifying company policy of confronting customers when the order is incorrect
Benefits & Costs
Benefits:
● Set a metrics system of identifying effectiveness of business in future
● Improve customers satisfaction
● speed up service and other internal processes
● opportunity to reduce costs: staffing, order size and amount, improving
● customer satisfaction and retention, providing timely and quality service.
● Add value by reducing food waste, lowering customer wait time, and reduce
incorrect orders.
● Increase in revenue and decrease in employee workload
● A new system that works with current software to improve service
Costs:
● Training materials and fees = $10,000
● Hardware and software implementation across location = $30,000
● Maintenance = $5,000
● Update website and menu design fee = $5,000
● Other customization fees = $550
Appendix:
● Misalignment 1: Reallocate payroll to hire more kitchen staff. Action: to be
reassessed after we clean data from the pilot restaurant.
● Misalignment 2: Change food send-back policy to reduce food waste? Action:
pushback for totally changing the policy but will revise the food waste goal to
include metrics that better capture kitchen staff’s performance
● Misalignment 3: Define a goal for improving kitchen staff satisfaction rate?
Action: Carter will provide some specific metrics for improving the satisfaction
rate of kitchen staff as part of reducing employee turnover goal.
● Misalignment 4: separate guest wait time reduction goal from table turn rate
reduction goal? Action: integrate these 2 goals together
● Increase in appetizers sales.North and downtown sales of appetizers
significantly vary. Agreed upon proposing 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.
● Hiring additional staff and reallocating some of payroll. Didn’t resolve an issue.Tablets will allow our servers to cover more tables at once. We can spend
some of our savings on hiring more kitchen staff to meet higher demand. (Alex)
don’t want to give up front-of-house payroll in case we need to hire more hosts
or bartenders. (Gilly) Until we have some data around how the tablets impact
table turn time and changes in revenue, we won’t know how much we’ll have
available to hire more kitchen staff. (Peta)
● Adjust policy change. Agreed upon renewal to keep it separate from the
project.