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Applications to Improve Business

ABSTRACT

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Restaurants are built of complicated techniques for buying, storing, preparing and selling food. Cuban Pete’s is a well-liked independently owned restaurant positioned in Montclair, New Jersey. The restaurant offers a dynamic menu of Cuban ethnic gadgets and has acquired famend recognition. The restaurant has 285 seats — 195 of them in three sprawling dining rooms and ninety on an outdoor patio decked; takes reservations only for teams of six or extra; and boasts that two-hour waits not unusual; employs 40 PTE’s and 15 FTE’s; serves 500 patrons on common a day; and generates $400K in income month-to-month.

Over the previous 16 months, there was a lower in revenue and repeat prospects. Cuban Pete’s needs to improve operation efficiencies, cut back cost, decrease customer wait and sit instances, enhance buyer satisfaction, and improve advertising.

With no current automated techniques, this paper will focus on how the strategic, managerial, and operational management of a small restaurant business can enhance with the implementation of management info systems which coordinates every little thing from scheduling personnel to customer service.

Systems to be discussed embrace Point of Sale Systems, Customer Service Management (CSM) systems, and social media for marketing and promotion.

BRIEF COMPANY HISTORY

Cuban Pete’s is an independently owned restaurant located in Montclair, New Jersey. It was established in 2006 and is owned by Dominick Restaino. With a history as a restaurateur and in honor of his Cuban heritage, Mr. Restaino named the restaurant after the hit 1946 Desi Arnaz movies and as an establishment that may evoke the fevered, anything-goes 24-hour fiesta that was pre-Castro Havana, Cuba.

Mr. Restaino employed a employees of affable waiters and dressed them in brilliant Cuban sport shirts and narrow-brim Panama hats. He introduced in a designer, Tony Ortiz, who had the exposed-brick and distressed-plaster partitions painted in tropical yellows and reds and aquas. The menu consists of tapas and entrees that high out at $16.95. Although nicely looked for its dynamic list of sangria offerings, Cuban Pete’s does not have an alcohol license.

BUSINESS PROBLEM

Restaurants are built of complex techniques for getting, storing, preparing and promoting food. The enterprise problems to be solved will embrace a eating places want to improve operation efficiencies, reduce price, lower buyer wait and sit instances, increase customer satisfaction, and have real-time performance monitoring. Although Cuban Pete’s has received press accolades, there business issues that need to be addressed immediately. In 2006, Mr. Restaino was arrested, pleaded guilty, and paid a fantastic for serving alcohol in sangria without a license. Then, the original and well-known chef, Carl Ruiz, left the in 2008 and because the team of cooks have yet to realize the identical degree of customer accolades. In addition, over the past sixteen months, although there was a recessional recovery, Cuban Pete’s has not skilled an increase in business income and has experienced a lower in repeat prospects.

Wait times are long and all reservations, seating, order processing, and reconciliations are done manually and funds are not reconciled to orders. Although the business has a website with a widget that permits guests to be added to the company’s mailing list, there isn’t any in-house apply of acquiring buyer information, request of on-line buyer satisfaction participation or net follow-up. Finally, most marketing and enterprise promotion is done largely through word of mouth and in local newspapers. Cuban Pete’s needs to enhance operation efficiencies, cut back cost, lower buyer wait and sit times, enhance customer satisfaction, and improve marketing. Major business issues to be resolved are:

* Increase in revenue

* Attract new customers

* Retain and have interaction repeat customers

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* Establish practices to streamline and automate enterprise practices
With no present automated techniques, Cuban Pete’s to implementation of Point of Sale Systems, Customer Service Management (CSM) systems, and social media for advertising and promotion to show better strategic, managerial, and operational management.

HIGH LEVEL SOLUTION

Strategic selections are characterized by uncertainty and unstructured determination. These areas will embody budgets, goal markets, policies, and business aims. Cuban Pete’s must implement automated methods that present knowledge in real-time on food items ordered and comparisons of weekly sales totals versus meals costs, allowing planning for tighter price controls. The management additionally needs to implement automated operational controls of specific tasks through appropriate expertise such streamlining the shopper transaction process including order tracking, order processing, machine management, scheduling, and compensation. Further, to expertise a return on funding, increase buyer satisfaction, enhance the financial reporting process, and improve strategic planning and efficiency monitoring efficiencies, Cuban Pete’s needs to implement a Point of Sales System and make the most of social media for advertising and promotion.

BENEFITS OF SOLVING THE PROBLEM

Automation has its benefits. By implementing MIS, Cuban Pete’s will expertise a discount in manual labor and human error, an increase buyer feedback to assist waiters service the customers, and improved  capabilities for view of sales figures, menu planning, and price accounting details. By implementing the next techniques, Cuban Pete’s will attract extra clients, improve wait instances, streamline processes, and finally experience a rise in income and buyer satisfaction.

TECHNICAL APPROACH

Innovation continues to improve the finest way companies do business. As a relatively small establishment, Cuban Pete’s wants a low-cost solution  enhance business. The greatest method to enhance business can be the implement a Point of Sales System (POS) and utilize social media channels.

* POS

This team suggests Revel iPad POS. Considered the cash register for the 21st century, this cellular POS software offers up-to-the-minute reporting to trace the gross sales, orders, funds, workers and patrons in real time. There isn’t any back-of-the-house server needed, no necessary contracts, and no hidden charges or costs. Revel Systems’ POS System offers:

* Employee Login. Each employee has a safe login that’s completely different from managers. This permits owners to track not only when workers clock in and out but also what they do in the system. * Order Taking. The order taking process is straightforward; simply choose your objects from the categorized listing and construct the customer’s order. * Order Details. Details in regards to the order, corresponding to item voids, deletions, particular requests, discounts, holds, and so forth. are always available. * Payment Processing. Customers will pay using all major credit cards or present playing cards and choose if they want receipts e-mailed or printed. * Cook View / Expedite View. If you need to go fully paperless, orders can present up on the iPad in the Cook View quite than printed in the kitchen. An Expedite View can also be available so servers can see what has been cooked and ready to be served. This POS additionally offers Back Office assist that will enhance enterprise as properly. Some of the features embrace:

* Flexible Menu and System Configuration. Cuban Pete’s could have the flexibility to customize the categories and objects of their menu to swimsuit their wants. As properly as tailor the format of receipts, specify tax rates to meet local necessities, set surcharges, set discounts and much more.

* Real-time Inventory Control. As items and elements are offered, Cuban  stock ranges will automatically be deducted and available for stock rely comparisons to shortly detect theft, loss or waste. * Employee Scheduling and Reporting. With excessive employee turnover and seasonal doldrums, Revel Systems offers the potential to view metrics on worker knowledge, corresponding to work scheduled versus work carried out number of voids, reductions by employee, and worker productivity and sales quantity.

* Real-time Reporting and Analytics. Revel Systems supplies a variety of reports to assist Cuban Pete’s run enterprise, including sales summaries, transaction particulars, ingredients bought, and much more. Cuban Pete’s also needs to enhance and handle customer satisfaction. Revel Systems POS additionally provides Customer Relationship Management (CSM). This system will allow the enterprise to acquire your customer’s e-mail addresses from e-mailed receipts and export these addresses to a spreadsheet. Other essential technical options that this POS supplies embrace: * Real-time Reporting. Revel Systems provides a number of stories which are instantly obtainable and accessible from anyplace, with the flexibility to grant access to managers, accountants or different professionals.

* Centralized Management. With an established website, Revel Systems will permit Cuban Pete’s to centrally manage and monitor enterprise from one website. All information is captured in real-time, and will get prompt visibility to trace gross sales volume, workers productivity, and assist handle business successfully and efficiently.

* Cloud Computing. Data administration and storage may be expensive for a small enterprise. The Revel System POS also supplies secure Cloud Computing. This System reduces the information technology burden on Cuban Pete’s enterprise in each money and time. There is not a necessity for a again workplace server to retailer data or to worry about software upgrades and maintenance.

* Payment Card Industry Compliant. But security is also a major issue of business and prospects. Revel Systems is Payment Card Industry (PCI) Compliant. Revel Systems constructed safety and compliance into its merchandise from the onset to make sure that everything from the hardware, software program, and community were all PCI compliant.

* SOCIAL MEDIA

Social Media allows businesses to interact timely and direct end-consumer contact at relatively low value and better ranges of effectivity than achieved with more traditional communication tools. Thus, this group suggests  Cuban Pete’s utilize standard social media platforms corresponding to Facebook and Twitter, but also implement mobile social media (MSM). According to Juniper Research, the market for cellular web 2.zero evolutions will grow from $5.5B to $22.4B by 2013. MSM purposes are anticipated to be the primary driver of this evolution and are estimated to account for over 50% of the market.

Further, Pew Research, a Washington, DC based mostly suppose tank, estimates that by 202, a cell device will be the major internet connection for most people in the world. Therefore, this group suggests that Cuban Pete’s, mixed with the Revel System POS, adopt a MSM utility. This allow opens standards (e.g. a transition to the TCP/IP protocol) and flat-rate methods. It also allows for upgrades to Radio Frequency Identification (PFID) tags that may be able to mechanically hook up with cellphones and ship URLS to them, much like text messages.

BUSINESS PROCESS CHANGES

Cuban Pete’s is a manual enterprise. Although they’ve a internet site, the business depends on manpower for all of its enterprise transactions. Customers are checked in manually – wait times are long. Waiting employees takes orders manually, paper orders are handed off to cooking workers, bank card payments are entered manually – none are aligned or reconciled to administration, distributors or shield the privacy and safety of shoppers. The enterprise needs to enhance operation efficiencies, scale back price, lower customer wait and sit occasions, enhance customer satisfaction, and have real-time performance monitoring.

OVERALL RECOMMENDATION

Today every thing is concerning the capacity to provide business effectively and effectively. Over Cuban Pete’s boast about lengthy wait occasions as a sign of the high great the business performs, most prospects want good food, access and great service as nicely. To do this proficiently, successfully, and in the most price environment friendly manner, Cuban Pete’s needs to secure a POS and make the most of social media channels. Some industry specialists declare that if enterprise is not taking part in Facebook, YouTube, and Second Life, it is not part of our on-line world anymore. Social Media permits companies to engage in well timed and direct end-consumer contact at relatively low price and better ranges of efficiency than achieved with more conventional communication tools.

HIGH-LEVEL IMPLEMENTATION PLAN

The technical approach entails administration info software program designed by POS Professionals. Revel Systems is a consumer pleasant level of sale designed by hospitality professionals. This software program was designed by finish users who have worked in the bar and restaurant industry. This explicit software is designed particularly with the tip user in my thoughts. Expectations are an easy and clear transition to the brand new software system. New POS system will have the following options:

* HostHostess features together with reservations, waiting listguest paging
* Online food ordering
* One touch order break up and combine
* Multiple verify tender Support
* Visual Floor Management
* Advanced CRM such as gift card, home account and frequent buyers
* 100% Touch Operated Point of Sale

Communication Systems and Mobile Devices.
* Key Inventory system that’s seen to you and suppliers. This will improve order shipment efficiency, guarantee higher decision making concerning scheduling, buy orders, shipments and invoices. * Transportation tracking will give the situation of shipments as they are en-route and ship out alert messages when shipments are late. * Invoice visibility will enable invoices, payments, and credit arrangements and limits to be considered with a single touch.

Social Media.

Sites similar to Facebook Places, Four Square and Latitude give Cuban Pete’s a fantastic alternative to take benefit of social media. By uploading photographs of the stay entertainment, atmosphere and videos of happy clients, potential customers can achieve a “live”, up and close perspective of the restaurant. We can supply clients a small discount for “checking in” at Cuban Pete’s. Just “check in” in your Facebook Page and you get $4 off your bill and or 5% off your subsequent visit if made inside 30 days. This additional exposure is advertising the restaurant with out spending massive sums of money on advertising.

SUMMARY

Cuban Pete’s needs to improve operation efficiencies, scale back price, decrease buyer wait and sit occasions, improve customer satisfaction, and enhance marketing. With no present automated systems, by implementing strategic, managerial, and operational control this small restaurant business can enhance with the implementation of management data methods which coordinates everything from scheduling personnel to customer service. Two primary methods to instantly improve business includes of a Point of Sale Systems that can automate enterprise and embody Customer Service Management (CSM), cloud computing, real-time reporting, and safe Customer Payment Industry (CPI) payments. Another means to greatly improve enterprise can be to utilize social media for marketing and promotion.

REFERENCES
Corcoran, D. (2006). Crowds in Search of a Fiesta. New York Times. Retrieved from http://travel.nytimes.com/2006/08/13/travel/13njdine.html?_r=0 Draft, R.L. & Legel, R.H. (1986). Organizational information necessities, media richness, and structural design. Management Science, 32(5), 554-571

Kaplan, A. (2010). Users of the World Unite! The challenges and opportunities of social media. Business Horizons. fifty three, 59-68
Toffler, A. (1980). The third wave: The Classic Study of Tomorrow. New York, Bantam Books. www.cubanpetes.com

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