Project Charter: Sauce & Spoon Tablet Rollout

Project Summary

We plan to launch a pilot rollout of tabletop tablet menus at two of Sauce & Spoon’s five locations. This will speed up service, and allow us to turn tables more quickly and serve more guests. Additionally, it will give us clear data points to track metrics so that we can help ensure the restaurant’s success.

Project Goals

SMART: Specific, Measurable, Attainable, Relevant, and Time-bound

• Increase average daily guest count by 10% by EOY

• Decrease average table turn time by approximately 30 minutes by EOY

• Decrease customer checkout time by 10% on average in the first six weeks after implementation

• Increase sale of appetizers by TBD% by EOY

• Decrease in labor costs by 5% by EOY

• Decrease in food waste and send-back comps by 50% by EOY

• 95% customer satisfaction in the pilot phase

• <5% technical issues reported by customers in six months

Deliverables

• Installation of working tablets in the bar area at two restaurant locations

• Promotion of specific menu items as add-ons, displaying coupons for those items 

• Integration with current Point of Sale (POS) and Host systems

• Upgrade of wiring, electrical, and WiFi systems

• Training of management, FOH staff, and BOH staff

• Hiring of additional staff (e.g., expediter, BOH staff, IT support staff) per location, as necessary

• Purchase of additional operational supplies per location, as necessary

• Promotion of tablet menu pilot via table signs and email blasts

• Implementation of post-dining survey to assess customer satisfaction

Scope & Exclusion

In-Scope: Tablet implementation, hiring additional staff, purchase of operational supplies, upgrade wiring and WiFi system, marketing promotion, post-dining survey implementation

Out-Of-Scope: Order returns policy changes, improving kitchen staff satisfaction

Benefits & Costs

Benefits

1. Improve service times, leading to happier customers

2. Improve rate of correct orders, leading to happier customers

3. Serve more guests, increase total revenue

4. Reduce food waste

Costs

1. Training materials and fees ($10,000)

2. Hardware and software implementation ($30,000)

3. IT fees/Maintenance ($5,000)  

4. Updated website and menu design ($5,000)

5. Customization ($550)

Budget Needed

• $50,550

Appendix

Misalignments and Decisions

• Misalignment: The team has agreed that a policy change to order returns is an inherent aspect of the project charter and necessary if tablets will be used

• Decision: Policy changes are not necessarily tied to this project and in need of further discussion as an operations item. Changes on order returns will be handled outside of tablet project rollout.

• Misalignment: Policy adjustments on order returns and meal replacements should be part of the project charter.

• Decision: Policy changes on order returns will be handled outside of tablet project rollout.

• Misalignment: There should be a goal in the project charter for improving satisfaction of kitchen staff

• Decision: Will not be included until there is an agreed upon way to measure it

• Misalignment: Food waste is the main reason for a need to look at food return policy 

• Decision: Food waste is part of the issue, but also kitchen staff performs poorly against busy times coupled with food returns. The food waste goal will be adjusted to better capture kitchen staff’s performance.

StakeHolders Analysis

After developing the Project Charter, which lays the foundation for the project's objectives and scope, it is crucial to define the power-interest matrix and perform a stakeholder analysis before proceeding to the Project Plan. The power-interest matrix is a tool used to categorize project stakeholders based on their level of authority (power) and their level of concern (interest) regarding the project’s outcomes.

Importance of the Power-Interest Matrix and Stakeholder Analysis

Conducting a stakeholder analysis and placing stakeholders on the power-interest matrix is essential for several reasons:

1. Identifying Key Stakeholders:

   • It helps in identifying all individuals, groups, or organizations that are affected by the project or have an interest in its outcome.

2. Prioritizing Stakeholder Engagement:

   • By understanding stakeholders' levels of power and interest, project managers can prioritize engagement efforts, ensuring that the most influential and interested parties are appropriately managed and communicated with.

3. Tailoring Communication Strategies:

   • Different stakeholders require different types and frequencies of communication. The matrix aids in developing tailored communication strategies that address the specific needs and expectations of each stakeholder group.

4. Mitigating Risks:

   • Early identification and analysis of stakeholders help in anticipating potential concerns and resistance, allowing the project team to develop strategies to mitigate these risks effectively.

5. Enhancing Project Success:

   • Engaging stakeholders effectively can lead to increased support and resources, smoother project execution, and ultimately, a higher likelihood of project success.