ORGANISATION OUTCOME MAP FOR A RESTAURANT

- K.SHIVA SUBRAMANIYAN (DLS18027)

Outcome: Achieving customer delight based on ambience, service and quality and ensuring that
the customer becomes a repeat customer to the restaurant

Metrics: No of customer memberships, Sales reports, Weekly / daily quality audits, Assessment of
customer feedbacks, proper documentation of data

Persona: Admin, Marketing & sales team, Service team, Planning team

Barriers:

 Customer reactions are difficult to control and taste varies from people to people

 Planning (menu and infrastructure) based on capacity and capability.

 Availability of multi-faceted employees.

 High initial investment.

Required Capabilities:

 Entire system starting from ordering to billing must be documented digitally.

 People must be ready to adapt to digital systems

 Ensuring that the food is sourced from right suppliers with high level of importance given to
quality.

Objective #1: Proper planning of menu.

Metrics: Time taken to each order to reach customer. If it is more than 10 mins, menu needs to be
adjusted.

Persona: Chef, Operations and service team.

Barriers:

 Efficiency of chef many vary based on individuals

 Too many items in a menu may lead to excess stocking, wastage and delay in
delivering

Required Capabilities:

 Understanding the capacity and capability and planning accordingly

 Speed of processing should be high.

Objective #2: Proper digital documentation of sales and customer details.

Metrics: Number of invoices, details of customers (name, phone number etc), sales data record

Persona: Accounting, marketing and sales team.

Barriers:

 Inconsistency of data due to missing / unavailable details

 Learning the technology

Required Capabilities:

 Computerized system which can gather the details while booking a reservation or during
table allocation

 Using a common ERP system to integrate all the data pertaining to the restaurant in terms of
sales, bookings, cancellations etc.

Objective #3: Ensuring high quality food is provided to customer

Metrics: Feedbacks, weekly quality checks, supplier quality index.

Persona: Administration, Any Third-party quality experts, Marketing.

Barriers:

 Compromising quality for lower cost alternatives

 Preparing for more than what we are capable might lead to compromise in quality.

Required Capabilities:

 Frequent quality checks

 Feedbacks from customers directly, using social media, blogs etc. Can be done by
Marketing team.

Objective #4: Advertising the service and foods offered. (Focussing more on the speciality)

Metrics: Response from social media, advertisements, Magazines

Persona: Marketing

Barriers:

 Lack of marketing strategies will lead to lesser reach

 Higher visibility can lead to more scrutiny.

Required Capabilities:

 Usage of various marketing strategies using advertisements, social media , blogs etc

 Promoting with the help of experts.