This document provides a baseline project plan and statement of work for creating an online ordering platform for Taneytown Deli. The deli currently has a very crowded ordering area during lunch hours. The plan is to create more organization in the deli by designating specific areas for ordering, paying, and pickup. It also proposes creating a webpage for online ordering. The project will affect employees and customers through changes to the ordering process, physical layout, and workflow. It conducts a feasibility analysis and identifies risks such as technical issues in designing the online platform. A schedule is proposed with deliverables due weekly through May. The statement of work outlines the project scope, timeline for implementation after the semester, and plans for biweekly meetings.
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At every touchpoint, physical or digital, your customer is forming a single opinion on the value of their experience. As customers don't live in channels, global retailers have started moving beyond Omni-Channel strategies that, in many cases, focused on the channels as an end point rather than providing a true seamless experience.
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-Embrace Innovation or Face Elimination – Innovation within retail will not be a choice, it will be a necessity in order to survive
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2. Deliverable 1
1
Baseline Project Plan and Statement of Work
I. Introduction
Organizational Environment
TaneytownDeli isasmall sandwichshopwithtwolocationsinMaryland.One is locatedinCatonsville
and the otherinHunt Valley;however, Iwill be workingwiththe locatedonFrederickRoadin
Catonsville,Maryland.TaneytownDeli offersbasicdeli servicessuchasmakingsandwichesanddelivery
as well ascatering.Theyare open Monday throughFriday6am to 5 pm and Saturday6 am to 4 pm. The
deli isclosedonSunday’s.There are usually twoindividualsworkingthe frontcounterand5-6
individualsinthe backmakingthe deli sandwiches onanaverage day.The deli islocatedina thriving
area of business,thusthere are manycostumers,especiallyduringlunchhours.The Deli currentlyhasa
webpage includingamenu,store locations,hoursof operation,andcontactinformation.
Problem Statement
The Deli has a veryconstricted space forindividualsorderingandpickinguptheirfood.Eachitemonthe
menuhas itsownnumberandthat numberisusedto identifythe costumerwhoorderedthatmeal.
There isa highvolume of costumersduring lunchhours inaverysmall area.This leavesthe ordering
area crowdedandcreatesconfusionamongcustomers.Some costumerspayfortheirfoodwhenthey
orderwhile othercostumerspayfortheirfood whentheypickitup.Sometimesitisnotclearto the
customerstoidentify whohasorderedtheirfoodandwhoisstill waitingtodoso. Beingmore efficient
inthe orderingsystemwouldbringinmore customers thatwouldleadto increase insales.
Scope Statement
The people thatwill be affectedbythisundertakingwill include employees aswell ascustomers.The
employeeswithinthe businesshave interchangeable dutiesincludingcashiering,takingorders,cooking,
and delivering.Costumerswill alsobe affecteddue tochangesinthe style of orderingandchangesto
the physical organizationwithinthe business.
Thisprocesswill affecteveryaspectof the businesswiththe exceptionof the businessproduct.This
includesthe style of ordering foodtodine inandpickup,delivery,the flow inwhichordersare fulfilled,
the way the physical space isutilizedwithinthe business,the amountof time ittakesanemployeeto
processa customertransactionand fulfill it,the amountof time customers have towaittoreceive their
foodwhetherfora pick-uporto dine-in.
Recommendations
My recommendationisthattheystartaddingan ordernumberto all of theirorders.Providing
customerswithanonline platformtoorderfoodwouldbe a greatway to make the orderingsystem
more efficient.
The cashierscan add an ordernumberto the slipswiththe itemnumber thattheypassto the workersin
3. Deliverable 1
2
the back whentheytake orders.Theycouldinstall equipmenttohave touchscreensthatmakesthe
communicationbetweenthe cashierinthe frontandthe back staff easieralongwiththe ordernumber.
It wouldalsohelpreduce the confusionof whohaspickeduptheirfoodand whohas not if theyhave a
‘pickedup’optionontheirscreens.Addingaseparate orderpickup area mighthelp where theycan
eithercall outthe order numberora screenthatshowsthe ordernumberreadyfor pickup.
I have decidedtogo aheadwiththe projectbecause itisa busyand popular deli restaurant.Even
thoughtheyare veryquickwiththeirorders,there isroomforimprovement,andbeingmore efficient
wouldhelp bringinmore customersand promote customersatisfaction.Itwouldalsohelprunthe
businesssmoothly. The originalproblemwasthatthe businessdoesn’thave anonline orderingplatform
and itwouldhelpincrease the numberof customersandsalesbutafterthe analysis Ihave realizedthat
the original problemisdifferent.The wholeorderingsystemneedsmore organizationandcouldbe
more efficientwhichwouldultimatelyleadtomore salesandhasthe potential toincrease the number
of customers.
II. Possible solutions tobe investigated
Obvious solution:
The obvioussolutiontothe problemistocreate more organizationwithinthe deli. Makingitmore
organizedwill include maximumuse of space inside the deliwhereindividualsorderandpickuptheir
meals.Maximizingthe space will include havingdesignatedareastopay and to pickupfood.Thiswill
alsoinclude re-identifyingwhere certainproductsonthe floorshouldgo(chiprack,sodamachine,etc.).
Alongwithcreatinga more efficientspace forthe costumerandworkers,asecondpart of the solution
will include aweb page forcostumerstosubmitorders.Costumerswillalsobe able topayfor foodprior
to pickingupthe food,or havingtheirfooddelivered. Since the deli already hasawebpage,creatingan
online orderingsystemisagreat opportunityforthe business.Thiswill allow formore space forthe
individualsorderingwithinthe deli.
Alternative solution:
An alternative solutiontothe obvious solutionwouldbe tocreate a hole inthe wall betweenthe kitchen
and dine-inarea.Currently,the cashierof the deli eithercallsoutforthe customeror walkaround the
diningarealookingtodeliverfoodtothe customer.Thistakes the cashierawayfrom the frontof deli
and can become time consumingwhenacostumercannotbe found.Placinga hole inthe wall will
enable the cookstosit foodrightnextto the diningareasothat customersare able topick uptheirown
foodwithouthavingtomove farfrom theirtable.Thisgivesthe cashiermore time totake callsand
walk-incostumers. Thiscanleadtopotential changestotheirexistingseatingarrangement.Itmost
likelywill take awayfromthe seatingarea.
4. Deliverable 1
3
III. Feasibility analysis
Economic feasibility:
Economic Feasibility Tangible Intangible
Costs Hardware, software,
hardware upgrades, software
upgrades, redistribution of
workers
Change in operation, change
in layout, learning an
additional system
Benefits More orders, another
platform for customers to
reach the business
More available space within
the deli, more time for
employees
Tangible Costs:
Hardware – At the veryleastthere wouldneedtobe acomputerand monitorthatwould
displayordersplacedthrough the onlineplatform.
Software – Atthe veryleastthere wouldneedtobe anemail clientorsome otherkindof direct
displayforordersplacedthroughthe online platform. The onlineplatformitselfwillbe
software aswell.
Hardware upgrades – Atsome point, I expectthere tobe a needtoreplace the hardware
consideringadeli kitchenisnotthe mostcomputerfriendlyenvironment.
Software upgrades –If usingsoftware additional toanemail client,itispossible thatthe
software have bugsor there isan improvedlatestadditionof the software thatispublished.
The orderingsystemwill needtobe checkedforbugsand improvedif improvementsare
needed.
Redistributionof workers –It ispossible thatthe online orderingsystemwillcause adifferent
distributionof workforemployees. Maybe there willbe more deliveryorderswhichwillrequire
additional drivers.
Intangible Costs:
Change of operation – there will be anothersource of orderstopay attentiontoand will most
likelyrequire adjustment sonthe partof the staff.
The staff wouldhave to learnandbe comfortable withthe addedsystem.
Tangible Benefits:
More orders
Anotherwayforcustomersto accessthe business
Intangible Benefits:
More available space withinthe deli
More time foremployeesfreedupfromdirectingtraffic.
All entriesinthe economicfeasibilitytableare basedonobservationandgroupcollaboration.
5. Deliverable 1
4
Technical Feasibility:
Technical issues:–Installationof the hardware inthe deli,designingorbuyingsoftware forthe online
orderingsystem.
Technical risks:- Human error,error ininstallation,softwarecompatibilityissues.
My capabilities –I am proficientatthistime tosee the projectthrough. There are,however,several
unansweredquestionswhichwill be determinedinfuture deliverables. These questionsinclude:Will I
buysoftware froma vendoror attemptto designit? Will I install the hardware orwill someoneelse?
Will the managementof Taneytownhave additional requirements thatIam currentlyunaware of?
Operational Feasibility:
Operational risks –The employeesdonotlike the online orderingsystem.
Day-to-dayimpact– The goal isthat the online orderingsystembe asignificantsource of restaurant
customertraffic. Ideally,enoughpeople use the onlineorderingsystemthatduringpeakhours
Taneytownwill be lesscrowdedandmore efficientinitsservice. The employeeswill needtime to
adjustto anothersource of order inputinadditiontowalkup,phone,andfax orders.
Solve intendedproblem –There isthe possibilitythatthe online orderingsystemisacomplete flopand
businesscontinuesasusual. Anotherpossibility isthatthe online orderingsystemincreasesordersand
foottrafficby customersat peakhoursand actuallyincreasesoccupancy.
Alignmentwithorganizational goalsandstrategy –Taneytowninitscurrentstate is an efficient
business,turningorders aroundata rapidclip. The goal of the online orderingsystemistoincrease
efficiencyand sales.
Schedule Feasibility:
6. Deliverable 1
5
Schedule for the project
* Deadlines –2/24/2014: D1 isdue,3/10/2014: D1 resubmitisdue,3/17/2014: D2 isdue,3/31/2014: D2
resubmitisdue,4/7/2014: D3 isdue,4/28/2014: D3 resubmitisdue,D4is due,5/12/2014: D4 resubmit
isdue.
Legal, contractual, and political feasibility:
Throughthe designandcreationof myproject,there have beennoidentifiablelegal issues.A
contractual issue thatmay arise isthe timingof the physical implementationof the deli.While
redesigningthe space where costumerspayandpickuptheirfood,there maybe costumersreadyto
order.Thismay cause evenmore confusionforthe costumerswhilethe redesignisinprogress.This
confusionmaycause the deli tobe lessefficientduringthe time of redesign.One political issuethatmay
affectthe outcome of the projectwouldbe that Taneytowndeli isnothappywiththe new processand
procedurescreatedfortheirbusiness.
2/8/2014 2/28/2014 3/20/2014 4/9/2014 4/29/2014 5/19/2014
Introduction and Scope
Possible Solutions and The Obvious Soution
Feasibility Analysis
Management Issues and Role Identifying
Miscellaneous
Statement of Work
Entity Relationship Diagram
Data Flow Diagrams
Data Dictionary
Review Report
Project Overview and Recommendations
Description of Alternatives
Criteria and comparison
Feasibility Assessment
Appendix
Documentation for system design
Implementation
Testing
7. Deliverable 1
6
Risk factors and constraints
Risk Factors Description
Technical issues Design and buy the software for the online
ordering system that would work smoothly
with other operations at the deli, installing the
hardware and test it to insure it runs
efficiently.
The new software needs to be able to handle
high volume of orders.
Technical risks Human Errors: Installing the software that is
compatible with the existing software
available at the deli.
The staff working at the Deli is not used to
working with the online software, in other
words they do not have much of technical
experience.
Operational risks As mentioned earlier that the staff not being
technical enough might find it difficult with the
online ordering system, or even to adapt to
the new systemand the way things run.
The regular customers might not find the new
system attractive and want to stick to the
traditional ways.
There is possibility that the deli would not be
able to process a large number of online
orders along with its already busy
Contractual issues With this project, the management,
organization, technical, and non-technical
areas of the business would be impacted. It
could take a lot of time to physically
implement the new ideas due to several
reasons. For instance, creating a new software
that works flawlessly with the online ordering
platform and existing software being used at
the deli. Physical re-organization, if required,
could take up a lot of time for planning and
implementation.
8. Deliverable 1
7
IV. Miscellaneous
I gatheredinformationforthisprojectbyobservingTaneytowndeliatvarioustimesof the day.This
enabledme tounderstandwhenthe deli ismostbusy. Ialsospoke withthe managementof the deli. I
wouldthenmeettwotimesperweektodiscussthe projectandthe projectsproblems/opportunities
withinthe deli.
9. Deliverable 1
8
VI. Statement of Work
Dear TaneytownDeli,
Afterresearchingandidentifyinghow yourbusinessisran,itisclearhow Iwouldliketoapproach
yourdeli’sorganizationalissues.The Deli hasaveryconstrictedspace forindividualsorderingandpicking
up theirfood.There isahighvolume of costumersduringlunchhoursinaverysmall area.Thisleavesthe
orderingarea crowdedand seemsto create confusionamongcustomers. My solutiontothis problemis
to create more organization within the deli. Creating more organization within the deli will include
maximum use of space inside the deli where individuals order and pickup their meals. Maximizing the
space will include having designated areas for costumers to pay and pickup their food. This will also
include re-identifyingwhere certainproductsonthe floorshouldgo(chipracks,sodamachine,etc.).Along
withcreatinga more efficientspace forthe customersand workers,a secondpart of the solutionwill be
to create a webpage for your customersto place orders.Customerswill alsobe able to pay for food on
the web page prior to picking up their food or having their food delivered.
This process is going to affect both the business and its customers. This project will also affect
everyaspectof the business,withtheexceptionof thebusinessproduct.Thisincludesthe styleof ordering
foodto dine in,foodpickup,delivery,the flow inwhichordersare fulfilled,the waythe physical space is
utilizedwithinthe business,the amountof time it takesan employee toprocessacustomertransaction,
and the amountof time customershave towaitto receive theirfoodwhetherforapick-uporto dine-in.
I will devote myselftocreate the bestpossible outcomeforyourbusiness.Iwill be meetingyou
at the deli throughoutthisschool semestertocontinue toobserve the deli’senvironment(Alsoto
identifyanyalternative solutionsforthe business).The projecteddate forthe final designtobe
processedis5/12/2014 (endof the school semester).Afterthe school semester, Iwill be implementing
boththe organizational designaswell asthe new webpage foryourbusiness.Priortothe endof this
semester, Iwill be incontactwithyouregardingthe datesandtimesfor implementingthisprocess.
Implementationof the organizationdesignincludingthe new webpage forthe businesswouldbe
processedseparatelyfromthe classprojectandcompletedafterthe semesterisover.
My main form of contact will be by phone. During this semester, I would like to meet with you
twice for approximate 30 minutes each time, we would be able to agree on project details. I appreciate
the opportunity to work with your business and I will be in contact with you soon.
Sincerely,
Abhishek Gajra
Information Systems 636, UMBC
