University of New Haven
Tagliatela College of Engineering
Self-Ordering System Implementation Casual Dining
Establishments
PROJECT MANAGEMENT
Instructor Contact Information
(EGRM 6630)
FALL 2023
Charanjeet Jassel
TEAM MEMBERS:
ROCHELLE PUBUDU HEMANCHANDRA
CYRIL CHIKWADO EZE
OGHENERUNOR ANGEL EDEREWHEVBE
Table of Contents
LIST OF FIGURES ...................................................................................................................................... 3
LIST OF TABLES ........................................................................................................................................ 4
1.
INTRODUCTION ................................................................................................................................ 5
1.1 PROJECT OVERVIEW: .................................................................................................................... 5
1.2 PURPOSE OF PROJECT ................................................................................................................... 5
1.3 BRIEF DESCRIPTION OF PROJECT .............................................................................................. 5
2.
PROJECT SCOPE DEFINITION ......................................................................................................... 5
2.1 PROJECT SCOPE STATEMENT: .................................................................................................... 5
3.
PROJECT GOALS ............................................................................................................................... 6
4.
PROJECT MANAGEMENT LIFE CYCLE ........................................................................................ 6
4.1 PHASES OF PROJECT MANAGEMENT LIFECYCLE ................................................................. 6
4.1
PROJECT INITIATION PHASE ................................................................................................. 7
4.2
PLANNING PHASE .................................................................................................................... 7
4.2.1 TRIPLE CONSTRAINTS................................................................................................................ 8
4.2.2 PROJECT TIMELINES................................................................................................................... 9
4.2.3 PROJECT STAKEHOLDERS ...................................................................................................... 10
4.3 WORK BREAKDOWN STRUCTURE ........................................................................................... 11
4.4 SUMMARY OF ACVTITIES .......................................................................................................... 12
4.5 PROJECT NETWORK DIAGRAM ................................................................................................. 13
4.6 BUDGET SORTED BY WBS.......................................................................................................... 14
5.0 Risk Management Plan ........................................................................................................................ 15
5.1 Risks Types ....................................................................................................................................... 16
6.0 PROJECT EXECUTION ...................................................................................................................... 19
7.0 PROJECT CLOSURE .......................................................................................................................... 20
8.0 CONCLUSION ..................................................................................................................................... 21
9.0 REFERENCES ..................................................................................................................................... 22
LIST OF FIGURES
Figure 1………………………………………………………………
7
Figure 2………………………………………………………………
8
Figure 3………………………………………………………………
11
Figure 4………………………………………………………………
13
LIST OF TABLES
Table 1……………………………………………………………… 9
Table 2……………………………………………………………… 10
Table 3……………………………………………………………… 12
Table 4……………………………………………………………… 16
Table 5………………………………………………………………. 16
Table 6………………………………………………………………. 17
Table 7………………………………………………………………. 17
Table 8………………………………………………………………. 18
Table 9………………………………………………………………. 18
1. INTRODUCTION
1.1 PROJECT OVERVIEW:
The project aims to implement a self-ordering system at XYZ High-Rise Restaurant to enhance
customer experience, streamline order processing, and improve operational efficiency.
Tablet ordering systems are commonly used in casual dining, and fast-casual. They offer
efficiency and convenience for both customers and staff. Additionally, tablet ordering can be
found in fast-food chains, sushi restaurants, and other eateries where streamlined service is
valued.
1.2 PURPOSE OF PROJECT
The purpose of this project is to introduce and implement a self-ordering system with 20 tablets
for casual dining establishments. The primary goal is to revolutionize the dining experience by
leveraging technology to allow customers to independently browse menus, customize orders, and
make payments, thereby enhancing operational efficiency and customer satisfaction in the casual
dining environment.
1.3 BRIEF DESCRIPTION OF PROJECT
The project involved the design and implementation of a self-ordering system for casual dining
establishments, integrating 20 tablets, 1 at each table. The system aimed to streamline the
ordering process, empower customers to customize their selections, and improve overall dining
efficiency. Key components included hardware and software selection, menu digitization, user
interface design, and staff training. The project successfully launched, contributing to enhanced
customer experiences and operational effectiveness in the casual dining setting.
2. PROJECT SCOPE DEFINITION
2.1 PROJECT SCOPE STATEMENT:

The project involves the implementation of a self-ordering system with 20 tablets at XYZ
High-Rise Restaurant.

The self-ordering system will cover order placement, payment processing, and feedback
collection.

The project aims to reduce order processing times, enhance customer satisfaction, and
increase overall operational efficiency.

The system will integrate with the restaurant's existing point-of-sale (POS) system and
kitchen operations.
3. PROJECT GOALS
Our goals for this project follow the SMART goal rule because they provide a clear roadmap for
success, ensuring that objectives are Specific, Measurable, Achievable, Relevant, and TimeBound. This structured approach enhances clarity, accountability, and motivation, fostering a
strategic and results-driven mindset that significantly increases the likelihood of goal attainment.
Goal 1:
Achieve a 30% reduction in average order processing times within the first two months of
implementing the self-ordering system.
Goal 2:
Attain a customer satisfaction rating of 4.5 out of 5 or higher, based on post-implementation
surveys conducted three months after the system launch.
Goal 3:
Implement staff training on the self-ordering system, ensuring that 100% of front-of-house staff
are proficient in assisting customers with tablet use within one month of system activation.
Goal 4:
Process at least 80% of all transactions through the self-ordering system within the first three
months of implementation.
Goal 5:
Reduce instances of order errors by 25% within the first four weeks of the self-ordering system
implementation.
4. PROJECT MANAGEMENT LIFE CYCLE
4.1 PHASES OF PROJECT MANAGEMENT LIFECYCLE
A project management life cycle, as defined by the PMBOK Guide (Project Management Body of
Knowledge) by the Project Management Institute (PMI), consists of 5 distinct phases (please refer
to fig. 1) that work together to transform a project idea into a usable result. They do.
1.
2.
3.
4.
5.
Project Initiation
Project Planning
Project Execution
Project Monitoring and Controlling
Project Closing
Fig 1: Project Management life cycle phases
4.1 PROJECT INITIATION PHASE
The initiation phase marks the inception of the self-ordering system project at XYZ High-Rise
Restaurant. During this crucial stage, the project team, led by Project Manager, collaborates with
key stakeholders to define the project's purpose, objectives, and scope. The development of the
project charter establishes a clear roadmap, articulating the goals and expectations of the
implementation. Simultaneously, stakeholder analysis identifies and engages with those who will
be vital to the project's success. The initiation phase concludes with the approval of the project
charter and stakeholder analysis, laying a solid foundation for the subsequent planning phase.
4.2 PLANNING PHASE
The planning phase signifies a meticulous and strategic approach to the implementation of the
self-ordering system at XYZ High-Rise Restaurant. Led by Project Manager, the project team
engages in comprehensive planning activities. The technology selection report, UX design,
integration plan, hardware and software requirements document, security and data privacy plan,
and training and change management strategy are meticulously developed to ensure a smooth
and successful implementation. This phase culminates in the approval of the planning
documents, paving the way for the execution of the project. The Planning Phase is characterized
by a commitment to precision and a clear roadmap to guide the team through subsequent stages.
4.2.1 TRIPLE CONSTRAINTS
In project management, the triple constraint, also known as the project management triangle,
consists of three interdependent factors: time, cost, and scope. These constraints play a crucial
role in shaping and managing a project. Let's apply the triple constraint to the Self-Ordering
System project for a restaurant:
Fig 2. Triple constraints
SOURCE: https://i.pinimg.com/originals/e4/ca/c0/e4cac06af16ceb1cce9676361892dfab.jpg
1. Time:
Time constraint refers to the schedule or timeline within which the project must be completed. In
the context of the Self-Ordering System, it involves the time required for acquiring and setting
up the tablets, integrating the menu, developing the order processing system, implementing user
training, and ensuring a smooth transition without disrupting regular restaurant operations.
Meeting deadlines is crucial to ensure the system is deployed in a timely manner to start reaping
its benefits.
2. Cost:
Cost constraint pertains to the financial resources allocated to the project. In this system
implementation, costs include expenses for acquiring tablets, developing software, staff training,
maintenance, and ongoing support. Adhering to the budget is essential to ensure the project's
financial viability and prevent overspending.
3. Scope:
Scope constraint defines the features, functionalities, and deliverables of the project. For the
Self-Ordering System, the scope encompasses tablet deployment, menu integration, order
processing, payment integration, user training, feedback mechanisms, maintenance, and
compliance considerations. It's important to manage scope carefully to meet customer needs
while avoiding unnecessary complexity that could extend the timeline or increase costs.
These three constraints are interconnected, and changes to one may impact the others. For
instance, increasing the scope might extend the timeline or raise costs. Effective project
management involves finding the right balance among time, cost, and scope to deliver a
successful Self-Ordering System that meets both customer expectations and business objectives.
4.2.2 PROJECT TIMELINES
The table below shows the project timeline for the self-ordering service project in a high rise restaurant,
the project has a duration of 6 months.
Table.1 Project Timeline
Start Date
End Date
Initiation
Planning
Execution
Monitoring and Control
Closing
11th November 2021
10th May 2022
11th November – 25th November (2 weeks)
26th November – 26th January (2 months)
27th January – 8th April (2months and 2 weeks)
Occurs during the whole Execution
9th April – 10th May (1 month)
Task Durations (in weeks):

Initiation: 1 week

Planning:


Technology Selection Report: 2 weeks

UX Design: 3 weeks

Integration Plan: 2 weeks

Requirements Document: 2 weeks

Security Plan: 1 week

Training Strategy: 2 weeks
Executing:

Implementation Schedule: 1 week

Tablet Installation: 2 weeks

System Configuration: 2 weeks



Staff Training Materials: 1 week
Monitoring/Controlling:

Testing and Piloting: 3 weeks

Communication Plan: 1 week

Performance Monitoring: 2 weeks

Continuous Improvement: 2 weeks
Closing:

Project Closure Report: 1 week

Handover Documentation: 2 weeks

Customer Satisfaction Survey: 1 week

Final Project Documentation: 2 weeks
4.2.3 PROJECT STAKEHOLDERS
This self-ordering service project is highly dependent on the stakeholders. The stakeholders
include both people within and outside the organization that need to be satisfied for the project
success. In order to meet each stakeholder requirement, we have broken down their roles,
involvement, influence and impact on this this project in the table below.
Table 2. Project Stakeholders register
Stakeholder
Project Sponsor
Role
Sponsor
Project Manager
Restaurant Staff
Manager
End Users
Customers
End Users
IT Department
Technical
Support
Financial Support
Training and
Support
Finance Department
Training Manager
Involvement
Financial and Strategic
Decision-Maker
Project Oversight
Daily System Interaction
and Training
System Utilization and
Feedback
System Implementation
Influence
High
Impact
High
High
Medium
High
Low
High
High
High
High
Budget Allocation
Train Restaurant Staffs
Medium
Medium
Medium
High
4.3 WORK BREAKDOWN STRUCTURE
The table below shows how our project deliverables are visually arranged into various levels according to
dependencies using the work breakdown structure (WBS). Basically, it's a visual representation of a selfservice project plan, with our project goal at the top and dependents and sub-dependencies underneath.
Self-Ordering
Tablet
Installation
System
Implementation
Tablet
Deployment
Technology
Selection
Report
Tablet
Acquisition
Mounting
of Tablets
UX Design
Tablet
Configurati
on
Process
Developme
nt
Payment
Integration
& Security
User
Training
Feedback
Mechanism
Menu
Analysis
Software
Coding
Payment
Gateway
Integration
Feedback
mechanism
development
Items
Descript.
& Pricing
Testing &
Debugging
Tutorial
Content
Creation
Staff
Training
Sessions
Menu
Integration
Image
Integration
Order
status
Updates
Fig 3. Work Breakdown Structure
POS
Integration
Security &
Compliance
assessment
Data
Analysis &
Reporting
Testing
Functional
Testing
User
Acceptance
Testing
Conclusion
and
Handover
Final
System
Checks
Transition
Plan
Execution
4.4 SUMMARY OF ACVTITIES
This distribution ensures that the activities are completed within the 6-month timeframe while
allowing for some flexibility and potential overlapping of certain tasks. It's crucial to monitor
progress throughout the project and adjust as needed.
Table 3. Summary of Activities
TASK
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
DESCRIPTION
Project charter
Stakeholder analysis
Technology Selection Report
UX Design
Tablet Deployment
Menu Integration
Order Processing System
Development
Payment Integration
Customization Options
User Training
Feedback Mechanism
Compliance and Regulations
Testing
Transition Plan Execution
Training and Support
Documentation
PREDECESSOR
A
A
C,B
D
D
D
Duration(Days)
10
5
10
15
10
16
20
D
D
E,F,G,H,I,L
J
D
K,L
M
M
15
10
15
15
16
10
10
8
4.5 PROJECT NETWORK DIAGRAM
Our project's workflow is shown visually in the project network diagram below. It displays the duration
and dependencies of the project's operations along with their sequence and relationships. We have also
calculated our slack time and critical path below.
Fig 4. Network Diagram for Self-Ordering Tablet Installation
SLACK= LS-ES
CRITICAL PATH: A-D-G-J-K-M-N-O
Any delay in the following activities along the critical path will cause a delay on the entire delivery of
project.
4.6 BUDGET SORTED BY WBS
Below is our budget breakdown for the activities which we sorted by WBS these are rough
estimates, and actual costs may vary based on factors such as location, vendor prices, and
specific requirements.
1. 1. Tablet Deployment:
- Tablet Acquisition: $10,000
- Secure Mounting :5000
- Software Configuration: $5,000
- Total: $15,000
2. Menu Integration:
- Analysis and Categorization: $4,000
- Data Input and Integration: $8,000
- Total: $12,000
3. Order Processing System Development:
- Software Development: $30,000
- Testing and Debugging: $22,500
- Real-time Updates: $5,000
- Total: $57,500
4. Payment Integration & Security
- Secure Payment Gateway: $15,000
- POS Integration: $5,000
- Security Testing: $5,000
- Total: $25,000
5. Customization Options:
- Interface Development: $20,000
- Feature Integration: $10,000
- Total: $30,000
6. User Training:
- Tutorials Creation: $7,000
- Staff Training: $10,000
- Total: $17,000
7. Feedback Mechanism:
- Mechanism Development: $10,000
- Data Collection and Reporting: $5,000
- Total: $15,000
8. Testing:
- Functional Testing: $22,500
- User Acceptance Testing: $15,000
- Total: $37,500
9. Conclusion and Handover:
- Final System Checks: $5,000
- Transition Plan Implementation: $10,000
- Total: $15,000
Grand Total (Estimated Budget): $229,000
Contingency budget @15%: $34,350
5.0 Risk Management Plan
In the pursuit of implementing the self-ordering system at XYZ High-Rise Restaurant, effective
risk management serves as the compass guiding the project team through a landscape of
uncertainties. This comprehensive risk management approach encompasses three critical
dimensions: budgetary considerations, training challenges, and technological intricacies. By
anticipating and addressing potential pitfalls associated with vendor agreements, staff training,
and system integration, the project aims to fortify its foundations and maximize opportunities for
success.
The risk management plan outlines meticulous mitigation strategies, from formulating vendor
contracts to implementing robust cybersecurity measures. Each scenario, whether it involves
budget constraints, training setbacks, or technological hurdles, is met with a tailored response
aimed at minimizing impact and maintaining project momentum. Emphasis is placed on
continuous monitoring and adaptation, recognizing that the dynamic nature of risks demands an
agile and responsive approach.
Through this proactive risk management framework, the project team aspires to ensure not only
the timely and within-budget completion of the self-ordering system but also the creation of a
robust, secure, and user-friendly solution that aligns seamlessly with the restaurant's operational
and strategic objectives. The commitment to identifying, analyzing, and mitigating risks
underscores the project's dedication to delivering a transformative and resilient solution,
ultimately enhancing the overall dining experience for both staff and customers at XYZ HighRise Restaurant.
5.1 Risks Types
1. Going over the project budget
2. Falling behind the training schedule
3. Technological Challenges
Table 4: Probability chart
Probability
Qualitative
Quantitative (if measurable)
Low
Very low chance of risk occurring.
Less than <10% chance of risk
occurring.
Medium
Medium chance of risk occurring.
10%-49% chance of risk occurring.
High chance of risk occurring.
50%-100% chance of risk occurring.
High
Table 5. Impact chart
Types of
Impact
Financial
Low
Medium
High
Low financial impact,
Medium financial impact, High financial impact,
costing the company
$0-$75,000
costing the company
$76,000-$150,000
costing the company
$151,000 or more
Low impact to project Medium impact to project
operations,
operations, causing
High impact to project
Operational
operations,
delays of a few days to
with potential to delay
a few weeks
project by a month or
with potential to cause
People
Low impact to
employee attrition,
with 5%+ of
employees quitting
more
project failure
Medium impact to
employee attrition, with
25%+ of employees
quitting
High impact to employee
attrition, with 50%+
employees quitting
Table 6: Probability and Impact Matrix
Inherent Risk
Impact
High
Low
Medium
High
Medium
High
High
Low
Medium
High
Low
Low
Medium
Probability Medium
Low
Table 7: RISK TYPE ONE, Going over the project budget
Scenario
A product vendor loses a
product shipment.
Prob.
Impact
L
H
Risk to
project
Medium
Mitigation Plan
Formulate a contract that takes into account
the possible loss and accounts for it at
vendor’s expense or reduced cost.
A product vendor charges
a higher rate than
expected.
Scope creep, that could
impact cost over $100,000
M
M
M
H
Medium
Do research on the cost and compare to
other vendors to justify the cost. If the
vendor won’t negotiate after the comparison
choose another vendor.
High
Clearly define project requirements from the
outset, and have a change control process to
evaluate and approve any modifications.
Table 8: RISK TYPE TWO, Falling behind the training schedule
Scenario
Prob.
Staff resistance to change
and more than 50% of
employees quit after a
difficult training process,
leaving the company shortstaffed.
Impact
M
Training Manager gets sick
and misses a week of training
Cannot hire enough
employees in time to train
them before launch.
Risk to project
M
L
M
M
H
Mitigation Plan
Medium
Offer supports and coaching throughout
the training and obtain feedback on why
employees feel they aren’t able to accept
the new system or complete the training
Low
Plan for a possible replacement and see
if an adequate training exist online that
could be used in the trainer’s absence.
High
Start recruiting ahead of schedule and
possibly use a recruitment agency.
Table 9: Risk Type Three, Technological Challenges
Scenario
Glitch during system
integration.
Prob.
M
Impact
M
Risk to
project
M
Mitigation Plan
Perform thorough testing during the integration
phase to identify and address potential glitches.
Establish a rollback plan to revert to the
previous state in case of critical issues. Engage
with experienced technical support for rapid
issue resolution.
Security breaches
affecting customer data.
Unforeseen
compatibility issues
between the selfordering system and
existing POS and
kitchen systems.
M
M
H
M
H
M
Implement robust cybersecurity measures,
including encryption and secure protocols.
Conduct regular security audits and penetration
testing. Develop and communicate a clear data
breach response plan.
Conduct a comprehensive compatibility
assessment before the integration phase.
Collaborate closely with system vendors to
address any identified compatibility issues
promptly. Develop a contingency plan for quick
resolutions and system adjustments.
6.0 PROJECT EXECUTION
Execution Overview:
The project execution phase marks the practical implementation of the self-ordering system in
the high-rise restaurant. This phase involves coordinated efforts from various stakeholders to
ensure a smooth transition from planning to actual system deployment.
Key Activities:
1. Vendor Coordination: Collaborate closely with the chosen product vendor to oversee the
delivery and installation of the self-ordering tablets.
2. Training Program Implementation: Execute the training program designed by the
Training Manager to equip restaurant staff with the necessary skills to use the new system
effectively.
3. System Integration: Engage in meticulous testing and integration of the self-ordering
system with existing POS and kitchen systems, addressing any glitches promptly.
4. User Feedback Collection: Establish a feedback mechanism to gather insights from endusers during the initial implementation, allowing for real-time adjustments and
improvements.
Monitoring and Control:
Continuous monitoring and control mechanisms are in place to track progress, address emerging
issues, and ensure that the project stays on course.
Key Elements:
1. Regular Progress Meetings: Conduct regular meetings with the project team and
stakeholders to review progress, discuss challenges, and make any necessary adjustments.
2. Quality Assurance: Implement quality control measures to verify that the self-ordering
system meets the predefined standards and fulfills user requirements.
3. Risk Management: Proactively identify and address potential risks, ensuring that risk
mitigation strategies are effectively deployed.
7.0 PROJECT CLOSURE
Closing Activities:
The project closure phase involves formalizing the completion of the self-ordering system
implementation and preparing for handover to operational teams.
Key Tasks:
1. Final System Testing: Conduct a comprehensive final test to ensure that all components
of the self-ordering system function as intended.
2. Documentation Completion: Finalize all project documentation, including user manuals,
training materials, and technical documentation.
3. Transition Planning: Develop a detailed plan for transitioning from the project team to
operational teams, ensuring a seamless handover of responsibilities.
4. User Acceptance: Confirm user acceptance of the self-ordering system through feedback
and assessment.
Post-Implementation Review (PIR):
The Post-Implementation Review is a critical step to assess the overall success of the project,
identify lessons learned, and gather insights for future improvements.
Key Elements:
1. Performance Evaluation: Assess the performance of the self-ordering system against
predefined goals and objectives.
2. Stakeholder Feedback: Collect feedback from all stakeholders, including restaurant staff
and customers, to understand their experiences and satisfaction levels.
3. Documentation of Lessons Learned: Document lessons learned during the
implementation to inform future projects and improvements.
Project Closure Checklist:
1. Financial Closure: Verified that all financial aspects, including budget adherence, vendor
payments, and invoicing, are resolved.
2. Documentation: Ensured all project documentation, including manuals, reports, and training
materials, is organized and accessible.
3. Stakeholder Communication: Communicated project closure to relevant stakeholders,
expressing gratitude and addressing any remaining concerns.
4. Lessons Learned: Conducted a lesson learned session to gather insights for future projects and
improvements.
5. Handover: Completed a formal handover of responsibilities to relevant operational teams,
ensuring a smooth transition to routine maintenance and support.
8.0 CONCLUSION
The successful implementation of the self-ordering system in the high-rise restaurant represents a
significant achievement in elevating operational efficiency and enhancing the overall dining
experience. From meticulous planning and proactive risk management to seamless execution and
stakeholder collaboration, this project exemplifies a commitment to innovation and customer
satisfaction. The integration of the self-ordering system not only meets predefined goals but also
sets the stage for ongoing improvements, reflecting a forward-thinking approach to technology
adoption.
9.0 REFERENCES