The document provides details for an RFP seeking a new electronic point-of-sale (POS) system for Hayward Japan Grill. The restaurant currently uses a manual paper-based system for taking orders, processing payments, and analyzing sales data. The new POS system should reduce paper waste, automate order processing and calculations, increase order speed and accuracy, and provide digital sales reports. Technical requirements include POS hardware like touchscreens, printers, and wireless handheld devices, as well as POS software capabilities like menu management, order sending, payment processing, and gift card handling. The goal is to choose a system meeting the objectives and requirements that improves operations and customer service.

1. Hayward Japan Grill
RFP: Electronic Foodservice POS System
Project Overview and Administrative Information
Publish Date: Thursday, September 23, 2010
Proposal Submission Deadline: November 1, 2010
Submit proposals/questions/comments to Sunny Mui, Project Manager, sunnycmui@gmail.com, PDF file
format preferred for proposals, change addendums will be sent to all suppliers for RFP changes
Companies selected for second level evaluation will be contacted by Monday, November 15th
to schedule
a meeting with the project team; eliminated suppliers will be immediately notified of elimination
Hayward Japan Grill is a small casual dining Japanese restaurant and Sushi bar located in Hayward,
California. Our capacity for guests ranges up to 80 people. We have both tables for groups and a sushi
bar. Orders to be prepared are currently physically taken to the sushi bar and kitchen separately.
Currently, our POS system consists of manual labor—hand written checks, cash box, calculators, paper
orders, pens, etc. This system of order processing and cash wrap is unwieldy, slow, consumes a lot of
resources, is unconducive to analysis, and is prone to mistakes.
This project is intended to improve our current POS system with a new complete digital system. Benefits
of a digital system include reduced waste of paper and supplies, automatic check calculations, faster
order processing, error reduction, and easy access to sales information for analysis. In addition,
integration into other future computerized systems would be possible. This project will accomplish
these benefits through the procurement of a new electronic POS system that will fit our business needs.
Ultimately, these benefits will help us better serve our customers and plan more effectively.
We are looking for a complete hardware+software POS solution with restaurant service capabilities
and functionalities. These capabilities are defined in the requirements section. We also require
installation service, support services, and training documentation.
Proposals will be evaluated based on ability to achieve stated objectives and meet requirements
outlined in following sections.
Proposals should contain:
 Contact information
 Executive summary
 Supplier understanding of our needs,
 Pricing information

2.  Information on the supplier including technical and managerial (processes and procedures for
ensuring project success)
 Project plan
 References and testimonials
 Any additional information deemed necessary
Technical Requirements
Problem and Current System Specifications Overview
We are looking for a complete digital POS system to replace our manual methods of order processing
and guest check handling.
Our current system functions as follows:
Ordering: A guest walks in and is seated by a server, a guest walks to the counter to place a takeout
order, or a guest calls in. The guests are designated as either dine in or takeout on the guest check when
the server takes orders. The server provides menus to dine in customers and later hand-writes their
orders on a guest check book, writing down any modifiers, noting down the table designation number.
The server then rips off the specific guest check, separates the front-of-house check and the carbon-
copied food prep check, tears the food prep check to separate sushi bar and kitchen orders, and then
hand delivers them to the kitchen and the sushi bar.
Order Preparation: The kitchen and sushi bar then interpret the handwriting for the orders and prepares
them accordingly. If a guest chooses to modify their order at this point, the server must physically walk
back into the kitchen or sushi bar and manually write the changes. Once the customer is ready to pay,
the server finds the front-of-house check, writes in the menu item prices, totals it using a calculator,
writes down the total, and presents it to the customer.
Guest Check Payment: If customer pays cash then the server takes the cash, places the guest check into
the cash-paid check pile, and makes change at the cash box. If the customer pays credit the server
places the guest check into the credit-paid check pile, swipes the card at a separate credit card payment
terminal, inputs the check total, waits for the receipt to print, tears the printed receipt from the
machine, and presents it to the customer to be signed. Gift cards are activated and used similarly at the
credit card payment terminal. If checks need to be split, the server must manually handwrite each split
item onto new guest checks.
Report Generation and Data Analysis: The paper guest check system is too cumbersome for report
generation or analysis of sales data. The best data we have is credit card totals, breakdowns by card
company, and total cash receipts.
Project Goals

3. Achievements for a successful project should be as follows:
 Reduce paper and office supply waste from order taking materials
We want to eliminate the need for paper guest check order books and reduce the
excessive amount of pens needed to use these guest check books. If this goal is realized
successfully, then we will completely eliminate our budget for guest check books and
reduce our budget for pens by at least 30%
 Automate guest check handling and calculations
Ideally, we will eliminate the need our calculators to hand guest check calculations. In
addition, we will be able to conduct order taking, guest check cash wrap, and payment
completely within the new POS system. If this goal is realized then we will eliminate the
budget for calculator purchases and we will be able to process guest checks digitally.
 Increase order processing speed from taking the order, delivering the order to the kitchen/sushi
bar, to handling guest check delivery and payments
Our goal is to increase the speed at which we serve the customer. Components that
determine that speed--outside of food prep time--are time spent taking orders, time
spent delivering the order to the kitchen/sushi bar, calculating guest checks to be
presented to guests, and processing payment. If successful, after the training period and
implementation the new system should be able to decrease the time spent on each of
these various activities by at least 10%.
 Reduce order errors created by miscommunication from server to food prep
Order errors can be created by a multitude of causes: messy handwriting,
misinterpretation of words, differing use of names for menu items, etc. We want to
reduce these errors through the standardized digital formatting applied to all order
processed in the new POS system. If this goal is achieved, order errors should be
reduced by at least 30%
 Provide information in a usable digital form for analysis
Our current manual system of order taking creates an unmanageable amount of paper
that must (if we want to analyze the data) be manually sorted, evaluated, entered into a
computer application, and analyzed. Due to the extreme amount of labor and effort
required, we currently do not do this. We are letting a valuable source of information on
sales composition and trends go to waste. If successful, the new system should be able
to provide us with usable data on sales, individual items sales, and guest traits that we
can easily manipulate (is in formats such as .xls, .xlsm, .doc, .docx, .txt) into computer
applications for analysis.

4. Success will mean the achievement of the above objectives within budget and on time.
POS Hardware
Hardware shall meet the following requirements:
1. Base computer system shall meet all requirements to load and run the POS software. The
suggested minimum requirements are a 1.0 GHz processor or equivalent, 1 GB RAM, and 40 GB
hard disk.
2. Touch screen interface for the base computer system, 15” screen size minimum
3. Thermal receipt printer for guest check printouts from POS software
4. Two order display screens for the kitchen and sushi bar to display inputted orders in the POS
software, 15” screen size minimum
5. One cash drawer to hold cash and coins
6. Two wireless touch screen interface handheld order input systems
a. Minimum battery life of 4 hours
b. Screen size minimum of 3”
c. Full functionality to wirelessly take and send orders to be prepared without needing to
physically interface with POS base computer
d. Rechargeable battery
7. Wireless access point to allow communication between POS base computer and handheld units
8. Credit card magnetic stripe reader
POS Software
Software shall meet the following requirements:
1. Touch screen compatibility
2. Capacity to input a minimum of 200 menu items, designate a minimum of 20 menu groups, with
each group able to contain a minimum of 30 items
3. Ability to designate dine in or take out orders
4. Ability to designate ownership of orders to specific servers
5. Ability to split or combine checks to up to eight guest checks

5. 6. Ability to handle menu item ordering input from 2 wireless handheld devices
7. Ability to automatically separate and send relevant orders to sushi bar and kitchen departments’
remote displays (1 display in sushi bar, 1 display in kitchen)
a. Ability to cancel orders once sent or modify/add/change items in order
8. Ability to handle multiple (at least 5) menu item modifiers
9. Ability to handle server entered custom item inputs and modifiers
10. Ability to handle menu item price modifiers
a. Ability to enter coupon price modifiers, discount price modifiers, etc
11. Ability to handle payment processing in cash and credit, interface with card reader
a. Credit card processing shall take less than 20 seconds from card swipe to initiation of
printing of receipt
b. Software shall be PADSS compliant
12. Ability to output guest checks to thermal receipt printer
13. Ability to activate, add balance, change balance, close balance, and check balance of magnetic
stripe gift cards
14. Software shall have table management capabilities
a. Ability to create visual table maps with tables positioned according to user preferences
b. Ability to designate each table by number
c. Ability to enter number of seats
d. Ability to display guest checks for each table and number of guests
15. Ability to handle multiple user accounts, minimum of 20
a. Ability to give different user accounts different access rights to the POS system i.e.
server accounts that only allow order input, processing, etc, and manager accounts that
allow viewing of sales reports, changing of menu items, etc
16. Ability to store open tabs for customers who are trusted enough to order and pay at a later date
17. Ability to generate usable data reports
a. Ability to display and export reports (in commonly accepted formats such as xls, xlsm,
.doc, .docx, .txt, etc)

6. b. Ability to generate sales reports breaking down sales by menu item, order time, table,
server, guest check, number of guests, and profit by item
c. Ability to generate reports on table turnover, average guest check, and average table
size.
Management Requirements
Project Plan
Suppliers shall include a preliminary project plan with task breakdown, site preparation information,
timetables, staffing numbers, staff responsibilities, staffing qualifications, schedule information,
milestones, and budget information. The project plan must be comprehensive and detailed enough to
determine whether suppliers can manage delivery and implementation of the POS system on schedule,
within budget, and with the agreed upon functionality.
Communication
The supplier shall also provide a principal contact for the project manager to communicate with from
11:00 AM to 5 PM PST. The supplier shall also provide weekly reports of progress to the project manager
during the project execution, as well as outline planned work in the immediate following week. The
project manager will monitor progress and ensure the project meets agreed upon requirements. If the
project is failing to meet expectations, the project manager will alert the principal contact for immediate
corrective action.
Change Control
Suppliers shall provide information on how they handle change requests, bug reports, and upgrade
requests during implementation. Suppliers shall contact the project manager before making any
changes to the original agreement. The project manager must agree, in writing, to proposed changes
before the supplier implements them. The project manager shall be notified of any proposed pricing
changes due to proposed changes or other causes, and will negotiate the proposed price change with
the principal contact before agreeing to them. Both supplier and project manager shall maintain logs of
change requests.
Installation
Site preparation information shall be provided to the project manager before installation begins.
Equipment shall be delivered within a week of scheduled installation. Suppliers shall install all hardware
and software for the POS system. Immediately after installation is completed, the supplier shall perform
a system level test to demonstrate the hardware and software operate as warranted. The supplier shall
then perform a test of the basic functionality and operation of the POS software. Afterwards, Hayward
Japan Grill will perform an acceptance test over a 30 day period to ensure system requirements have
been met. If the system does not conform, a change request will be filed by the project manager, and
another testing cycle will take place.

7. Support Service
Should the POS system have problems, they should be resolved with the help of the supplier. Suppliers
shall provide on-site or remote technical support from 11:00 AM to 5 PM PST. The supplier shall offer
contact points for technical support inquiries via phone or email. The supplier shall also include a
standard 2 year manufacturer’s warranty for equipment.
Training
Suppliers shall provide comprehensive training to managers and servers. Training shall include step-by-
step detail that will enable employees unfamiliar with the system to perform described activities.
Training may come in the form of manuals, videos, online training, computer-based training, or other
digital formats.
Supplier Qualifications and References
We are looking for suppliers who can provide evidence that they are capable and able to complete the
project. Suppliers shall provide all information requested in Appendix A. In addition, the supplier shall
provide two testimonial accounts from previous customers.
Supplier
We realize that we may not be fully informed and may need additional guidance. We encourage and
invite all suppliers to send recommendations, comments, and questions on this RFP. There may be
better, more innovative ways to achieve our goals that we have not considered so we encourage
feedback.
Pricing
Suppliers shall provide a firm fixed price contract for the work done. Change requests that change the
scope of the project will have corresponding price changes that need to be approved by the project
manager as part of the change request approval process. The supplier shall individually price each
element and provide a pricing breakdown that separates each cost into three general areas: hardware,
software, and management. The supplier shall also note whether each cost is recurring or nonrecurring.
The pricing breakdown shall include all the elements specified in Appendix B.
Contracts and Licenses
The supplier shall provide information on whether any of the work will be subcontracted and
subcontractor qualifications or licenses. A maintenance and support contracted is requested for a one
year period with the option to renew. The equipment shall have a standard 2 year manufacturer’s
warranty. Hayward Japan Grill shall receive a software license for the use of the POS software in its
operations.
Appendix A

8. Supplier Assessment
[This section contains a copy of the supplier information assessment contained in Appendix B of Request
for Proposal: A Guide to Effective RFP Development by Bud Porter-Roth, pg 247-250]
Appendix B
Pricing Format
1. Hardware
a. Computer system
b. Touch screen interface
c. Receipt printer
d. Order display screens
e. Cash drawer
f. Wireless handheld units
g. Wireless access point
h. Credit card reader
i. Consumables (printer ribbons, printer paper, etc)
2. Software
a. POS software
b. Handheld unit software
c. Operating system software
3. Management
a. Consultation
b. Installation
c. Testing
d. Training
e. Support and maintenance
f. Project staffing

9. g. Documentation

10. g. Documentation