Sauce & Spoon
Menu tablet rollout for a restaurant chain
Featured image courtesy of Pexels and used only for display purposes.
Context
Sauce & Spoon, a five-location restaurant chain known for scratch-to-table cuisine, initiated a pilot project to implement tabletop menu tablets in the bar areas of two locations (North and Downtown). The tablets aimed to enhance operational efficiency, enable faster service, increase guest capacity, and provide data to support business growth goals. As project manager Peta, I led the pilot rollout, navigating stakeholder relationships, project challenges, and vendor negotiations while assessing the technology’s impact on customer experience and restaurant operations.
Note: In this coursework scenario, I assumed the role of project manager to apply PM principles in a realistic business context.
Methodology
The project employed a hybrid approach combining Agile principles with traditional project management practices. Agile elements—frequent communication, collaboration, and incremental improvements—enabled the team to adapt based on customer feedback and operational observations. Traditional practices provided structure through comprehensive planning, stakeholder engagement, and milestone tracking. This blended methodology balanced flexibility with framework, supporting innovation while maintaining project control.
Process
The project began with drafting a comprehensive project charter defining goals, deliverables, and scope, followed by thorough stakeholder analysis to establish communication strategies. After completing the tablet test launch at both pilot locations, I created evaluation questions and indicators to measure results against project goals and quality standards.
Survey data analysis revealed strong positive customer response to the dining experience while identifying areas needing enhancement. I selected key data points to present to stakeholders, demonstrating the tablets’ impact on customer satisfaction and operational efficiency.
A critical challenge emerged when restaurant consultant Seydou identified a vendor contract update: Terrific Tablets introduced new subscription-based pricing offering comprehensive service at lower cost. Recognizing the budget impact, I immediately escalated to Deanna (Director of Operations) for executive decision-making. I also formed a stakeholder coalition to address decisions falling outside project scope, ensuring alignment and keeping the project on track.
As the project neared completion, I developed both a closeout report (documenting accomplishments, lessons learned, next steps) and an impact report for senior leadership. The impact report communicated the project’s added value to executives not involved in day-to-day activities, highlighting purpose, results, successes, and future recommendations.
Artifacts
- Project Charter – Defined objectives, scope, deliverables, and key stakeholders.
- Comprehensive Project Plan – Roadmap guiding the team through project phases and activities.
- Stakeholder Analysis – Identified individuals and groups with vested interests, informing targeted communication strategies.
- Test Launch Findings Presentation – Consolidated pilot implementation insights and improvement areas.
- Impact Report – Documented tangible outcomes and business value for senior leadership, including executive summary.
- Project Closeout Report – Summarized goals, approach, accomplishments, and lessons learned for future reference.
- Coalition Email – Invited selected stakeholders to form temporary alliance for addressing out-of-scope decision.
- Executive Decision Request Email – Escalated vendor contract update requiring leadership approval.