DATA INFORMED DECISION ASSIGNMENT

MGT-20130-XH127 Data Informed Decisions 20DA08

Hello Managers,

El Encanto is pleased to announce the introduction of a new table ordering system entering our establishment soon! Our goal with implementing new technology is to increase revenue by streamlining processes and enhancing our customer experience. The key revenue drivers of our business are speed/ efficiency, menu options, customer engagement, and décor/ ambiance. In reviewing several new forms of table serving technology, the search was narrowed down to 3 applications.

1) Digital Kiosk- 100% technology-controlled devices that increases speed/ efficiency and offers all menu options.

2) Tablets for Servers- Server controlled devices that increase speed/ efficiency with suggestions for menu options.

3) Android Operating System- Manual entry inventory system that decreases cost by consolidating orders for wholesale vendor pricing.

This decision required sorting useful information from not useful information. For example, knowing tourist come from around the world in winter and summer was useful information because as an international destination our establishments should be up-to-date with technology however, the type of décor and tableware was not useful information needed to determine which technology should be used. The best tool for our establishments were chosen by decisions based on weighing important factors of the business. We used three decision making models to help decide the outcome. See charts below.

Paired Comparison Analysis Model Speed/

Efficiency Menu

Options Customer

Engagement Decor

Speed/ Efficiency -1 +1 -1

Menu Options +1 +1 -1

Customer Engagement -1 -1 -1

Décor +1 +1 +1

TOTAL +1 -1 +3 -3

The Paired Comparison Analysis method helped compare each revenue driving factor against each other to determine which were the most and least important factors to focus on. (Decision Innovation N.D.) Based on this model +1 represents a higher priority and -1 represents a lower priority. Using this model, we determined our 1st priority is Customer Engagement, 2nd priority- Speed Efficiency, 3rd priority- Menu Options, 4th priority- Decor.

https://www.coursehero.com/file/82435014/8-MGT-20130-XH127-Data-Informed-Decisions-20DA08docx/

Th is

stu dy

re so

ur ce

w as

sh ar

ed v

ia C

ou rs

eH er

o. co

m

Analytic Hierarchy Process Model

The Analytic Hierarchy Process method helped determine which tool would meet the most revenue driving factors. (Decision Innovation N.D.) Based on this model each line represents whether there is a connection from the goal to the factor, and the factor to the tool. While Digital Kiosks and the Android Operating System met some of the revenue driving factors, Tablets for servers is the only tool that meets all revenue driving factors.

Lastly, we used the Intuitive process which is a non-rational decision-making method. Unlike the rational methods for decision making, the intuitive model is not based on analytics or facts to come to a decision. (Bauer, Erdogan, Short, Carpenter. 2016). The intuitive model is based on feeling, emotion, and experience. In this model we considered the below factors:

1) There is a need for technology upgrades. Up to date technology will keep us ahead of competitors and help increase revenue.

2) Digital Kiosks would eliminate face-to-face interaction with customers and could interfere with customer relations. Customers who aren’t tech savvy may not enjoy the experience.

3) Android operating system may save costs but wouldn’t give the customer the cutting- edge technology experience.

4) Tablets for servers still allow personal interaction with the customer but faster service. Servers can upsell using their own sales skills with information available at their fingertips. The tablets look modern and cool to the customer which will add to the edgy ambiance.

https://www.coursehero.com/file/82435014/8-MGT-20130-XH127-Data-Informed-Decisions-20DA08docx/

Th is

stu dy

re so

ur ce

w as

sh ar

ed v

ia C

ou rs

eH er

o. co

m

The final decision was to invest in tablets for servers. This new tool will allow our servers the latest technology to maximize work time and efficiency without removing the personal contact with our customers. Tablets for servers has shown to increase tips by 23%, increase speed on service, and increase sales by giving the server suggestions to upsell the customer.

This form of technology combined will help position El Encanto to obtain better efficiency, cost savings, better customer experience, and rapid growth.

Sincerely,

Ami Frazier

https://www.coursehero.com/file/82435014/8-MGT-20130-XH127-Data-Informed-Decisions-20DA08docx/

Th is

stu dy

re so

ur ce

w as

sh ar

ed v

ia C

ou rs

eH er

o. co

m

REFERENCES

Decision Innovation. (N.D.) Different Decision Making Techniques Can Improve Decision

Outcomes and Your Effectiveness. Retrieved from:

https://www.decision-making-solutions.com/decision_making_techniques.html

Talya Bauer, Berrin Erdogan, Jeremy Short, and Mason A. Carpenter. (2016). Principles of

Management. Boston, MA: FlatWorld. Retrieved from:

https://catalog.flatworldknowledge.com/catalog/editions/carpenter_3_0-principles-of-

management-3-0/citation

https://www.coursehero.com/file/82435014/8-MGT-20130-XH127-Data-Informed-Decisions-20DA08docx/

Th is

stu dy

re so

ur ce

w as

sh ar

ed v

ia C

ou rs

eH er

o. co

m

Powered by TCPDF (www.tcpdf.org)