Customer Requirements – “Whats”

1. Accurate Inventory Tracking - The ability to track inventory accurately and in real-time to
avoid discrepancies between actual stock count and POS system count.
2. Efficient Sales Reporting - The ability to generate sales reports easily and quickly to
provide timely and accurate sales data.
3. Fast Service - The ability to serve customers quickly and efficiently.
4. Quality Food - The quality of the food served should meet or exceed customer
expectations.
5. Cleanliness - The cleanliness of the restaurant and its surroundings should be
maintained at all times.

Explanation:

The customer requirements were derived from a survey of customers who have visited Marlon's
Pancit Malabon - Caybiga Branch. RCA techniques were also used to determine the root cause
of the inventory discrepancy problem, which led to the identification of accurate inventory
tracking as the top customer requirement. The specific Dimension of Quality used is Process
Quality.

The specific Dimension of Quality used in this case is likely Functionality, which refers to the
degree to which a product or service meets the needs and requirements of the customer.
Accurate inventory tracking, efficient sales reporting, and fast service all fall under this
dimension, as they relate to the functional aspects of the restaurant's operations.

According to the Kano Model of Customer Satisfaction, Accurate Inventory Tracking and
Efficient Sales Reporting would fall under the category of "Must-Have" requirements, which are
essential to meeting customer expectations and are not likely to generate significant customer
satisfaction when met, but will lead to dissatisfaction if not met. Fast Service and Quality Food
would fall under the category of "Performance" requirements, which are important to customers
and can generate satisfaction when met at varying levels of performance. Cleanliness would fall
under the category of "Attractive" requirements, which are not necessarily expected by
customers but can generate satisfaction when met.
 Competitive Profile Matrix

From the competitive profile matrix, it can be observed that Red Ribbon and Jollibee are the
best performers on each customer requirement. Marlon's Pancit Malabon - Caybiga Branch can
benchmark from these competitors in order to improve their performance on the customer
requirements. Specifically, they can improve their inventory tracking and sales reporting systems
to match the accuracy and efficiency of Red Ribbon and Jollibee. They can also strive to
improve the quality of their food to match that of Bulacan's Best Pancit Malabon. Overall,
Marlon's Pancit Malabon - Caybiga Branch should focus on improving their weak points in order
to compete more effectively with the other businesses in the local industry.
 Technical Response, Technical Correlations.and Technical Matrix

Technical Response #1 - : Implement a barcode scanning system for inventory

management that integrates with the POS system to update stock counts in real-time.

Justification: Barcode scanning is a proven and reliable method for inventory management that
can greatly reduce the risk of discrepancies between actual stock count and POS system count.
The integration with the POS system will allow for real-time updates, providing accurate
inventory information at all times.

Direction of improvement: The aim is to target (aim) to improve the accuracy of inventory
management by implementing a barcode scanning system that integrates with the POS system
to update stock counts in real-time.

Target: The target for this is to reduce inventory discrepancies to less than 1%. The target of
reducing inventory discrepancies to less than 1% is reasonable and achievable with the
implementation of a barcode scanning system.

Level of difficulty: The difficulty level of achieving the target can be 5 out of 10. The technical
response requires purchasing barcode scanning equipment and software, and integrating it with
the POS system. This process may require some technical expertise and initial investment, but
once the system is set up, it should be relatively easy to use and maintain. This is because
barcode scanning systems are readily available and relatively easy to implement. The only
challenge could be integrating the system with the POS system, which may require some
technical expertise.

Implementation: Training employees on how to use the new system effectively is another
important aspect of achieving the target. It is essential to provide proper training to ensure that
employees understand how to use the barcode scanner, the POS system, and how to
troubleshoot any technical issues that may arise. With proper training and support, employees
should be able to use the new system with ease. In conclusion, implementing a barcode
scanning system for inventory management that integrates with the POS system is a technically
feasible solution to reduce inventory discrepancies. Achieving the target of reducing inventory
discrepancies to less than 1% should not be overly difficult, with a difficulty level of around 5 out
of 10. However, proper planning, implementation, and training are essential to ensure the
successful adoption of the new system.
Technical Response #2 - Implement a cloud-based POS system that generates real-time
sales reports and analytics.

Justification: Cloud-based POS systems are designed to provide real-time sales data and
analytics, which can greatly reduce the time and effort needed for sales reporting. This will allow
the business to quickly analyze sales data and make informed decisions to improve
performance.

Direction of improvement: The aim is to maximize (increase) the efficiency of sales reporting
and analytics by implementing a cloud-based POS system that generates real-time data.

Target: The target for this is to generate sales reports within 5 minutes of closing time.

Level of difficulty: The target of generating sales reports within 5 minutes of closing time can be
achieved with a moderate level of difficulty, with a score of around 5 out of 10. Implementing a
cloud-based POS system is the technical response that can help achieve this target.

Implementation: To accomplish this, the cloud-based POS system should be capable of

automatically generating sales reports and analytics in real-time. This would require integrating
the system with other software and hardware used in the restaurant, such as inventory
management software, payment processing systems, and customer relationship management
software. Additionally, the system should be able to handle large volumes of data and generate
reports quickly and accurately. This is because implementing a cloud-based POS system may
require additional hardware and software, and the staff may need training to use the system
efficiently. There may be challenges in terms of data privacy and security when implementing a
cloud-based POS system, which would need to be addressed to ensure customer data is
protected. Additionally, the restaurant staff may require training on how to use the new system
and interpret the reports generated. With careful planning, adequate resources, and a
well-designed system, the target of generating sales reports within 5 minutes of closing time can
be achieved.
Technical Response #3 - Implement a self-service kiosk system for ordering and
payment.

Justification: Self-service kiosks can greatly reduce the time it takes for customers to place their
orders and make payments. This will allow for faster service and increased customer
satisfaction.

Direction of improvement: The aim is to maximize (increase) the efficiency of ordering and
payment processes by implementing a self-service kiosk system that reduces the waiting time
for customers.

Target: The target for this is to reduce average order time to less than 5 minutes.

Level of difficulty: Achieving a target of reducing the average order time to less than 5 minutes
through the implementation of a self-service kiosk system for ordering and payment can be
moderately difficult, with a level of difficulty of around 6 because the technical response of
implementing a self-service kiosk system requires the selection of appropriate kiosks,
programming the ordering and payment system, and training employees and customers on how
to use the kiosks.

Implementation: To achieve the target of reducing the average order time to less than 5 minutes,
the kiosk system should be designed to be user-friendly and easy to navigate, with clear
instructions and prompts for customers. The ordering and payment process should be
streamlined and efficient, with minimal steps required to complete the transaction. The system
should also be able to handle a high volume of orders and payments simultaneously without
slowing down or crashing. Training employees and customers on how to use the kiosks is also
critical to achieving the target. Employees should be trained on how to assist customers with
any issues they may encounter while using the kiosks, while customers should be provided with
clear instructions on how to use the kiosks to place their orders and make payments. Overall,
while implementing a self-service kiosk system for ordering and payment can be moderately
difficult, with the right technology and training in place, it can be a highly effective way to reduce
the average order time and improve customer satisfaction.
Technical Response #4 - Implement a digital feedback system for customers to rate the
quality of food and service.

Justification: A digital feedback system can provide valuable insights into customer satisfaction
and help identify areas for improvement. This will allow the business to continuously improve
the quality of food and service, meeting or exceeding customer expectations.

Direction of improvement: The aim is to maximize (increase) the quality of food and service by
implementing a digital feedback system that allows customers to rate their experience and
provide suggestions for improvement.

Target: The target for this is to maintain an average food rating of at least 4 out of 5.

Level of difficulty: Achieving an average food rating of at least 4 out of 5 can be a moderately
challenging target to achieve, with a difficulty level of around 4 out of 10. This is because food
quality can be subjective and can vary from customer to customer. However, implementing a
digital feedback system can help the restaurant management to identify areas of improvement
in food quality and service, and take corrective measures to enhance the customer experience.
Also, Implementing a digital feedback system may require additional hardware and software,
and the staff may need training to use the system efficiently. The challenge would be to ensure
that customers are willing to provide feedback and that their feedback is honest and
constructive.

Implementation: To achieve this target, the restaurant can implement a digital feedback system
that allows customers to rate the food and service on a scale of 1 to 5. The feedback can be
collected through an app or a tablet placed on each table. The feedback data can be analyzed
on a regular basis to identify common issues and trends, and to take proactive measures to
address those issues. The restaurant can also take other measures such as training the kitchen
staff to maintain consistency in food quality, sourcing fresh and high-quality ingredients, and
regularly updating the menu based on customer feedback. Additionally, the restaurant can
incentivize customers to leave feedback by offering discounts or rewards. Overall, achieving a
food rating of at least 4 out of 5 can be challenging but is achievable with the right strategies
and tools in place, including a digital feedback system and a commitment to quality and
customer satisfaction.
Technical Response #5 - Implement a digital checklist system for monitoring cleanliness
and maintenance tasks.

Justification: A digital checklist system can help ensure that cleanliness and maintenance tasks
are consistently performed and documented. This will allow for better management of restaurant
cleanliness and improve customer satisfaction.

Direction of improvement: The aim is to maximize (increase) the efficiency and improvements in
cleanliness and maintenance tasks by implementing a digital checklist system that allows staff
to monitor and track these tasks in a timely and efficient manner.

Target: The target for this is to maintain a cleanliness score of at least 90% on each daily
inspection.

Level of difficulty: Achieving a cleanliness score of at least 90% on each daily inspection is a
reasonable target, but it may require a significant effort to maintain it consistently. A level of
difficulty of 4 can be assigned to this target. Implementing a digital checklist system may require
additional hardware and software, and the staff may need the training to use the system
efficiently. The challenge would be to ensure that all staff members comply with the checklist
system and perform all cleanliness and maintenance tasks as required.

Implementation: To achieve this target, the technical response is to implement a digital checklist
system for monitoring cleanliness and maintenance tasks. The system should be able to track
and document the completion of cleaning and maintenance tasks, and provide real-time
feedback on the results of each inspection. The implementation of the digital checklist system
should start with developing a comprehensive checklist that includes all the cleaning and
maintenance tasks needed to maintain a clean and functional restaurant. The checklist should
be easy to use and understand, and should be accessible to all employees who are responsible
for cleaning and maintenance tasks. Once the checklist is developed, the digital checklist
system should be implemented to allow for tracking and documentation of each task completed.
This can be achieved by using mobile devices or tablets that allow employees to check off tasks
as they are completed, and submit them for review by the manager. The system should also be
able to generate reports on the results of each inspection, including the overall cleanliness
score, and any deficiencies or areas that need improvement. This will allow the management
team to take immediate action to address any issues and continuously improve the cleanliness
and maintenance of the restaurant. Overall, implementing a digital checklist system for
monitoring cleanliness and maintenance tasks can be a significant undertaking, but it can help
ensure that the restaurant maintains a high level of cleanliness and hygiene, leading to
improved customer satisfaction and overall business success.
 Relationship Matrix

Relationship between customer requirements and technical responses

Accurate Inventory Tracking and Implement a barcode scanning system for inventory
management that integrates with the POS system to update stock counts in real-time.

Strong relationship (S) - Barcode scanning system for inventory management can provide
accurate inventory tracking in real-time, which directly addresses this customer requirement.

Explanation: Accurate inventory tracking is a critical customer requirement for any business
dealing with products. It is crucial to track inventory accurately and in real-time to avoid
discrepancies between actual stock count and the POS system count. A barcode scanning
system for inventory management that integrates with the POS system to update stock counts
in real-time can provide an accurate and reliable solution to this requirement.

A barcode scanning system provides an efficient and reliable way to track inventory accurately.
The integration with the POS system allows for real-time updates, ensuring accurate inventory
information at all times. By scanning a barcode, inventory information can be updated in
real-time, reducing the likelihood of inventory discrepancies. This provides a strong relationship
(S) between the customer requirement and Technical Response 1, as the solution directly
addresses the requirement.

In summary, Technical Response 1 is an ideal solution to meet the customer requirement for
accurate inventory tracking. The strong relationship between the customer requirement and the
technical response indicates that this solution can efficiently and effectively address the
requirement.

Efficient Sales Reporting and Implement a cloud-based POS system that generates
real-time sales reports and analytics

Strong relationship (S) - A cloud-based POS system that generates real-time sales reports and
analytics can easily and quickly provide sales data, directly addressing this customer
requirement.

Explanation: Efficient sales reporting is crucial for any business to make data-driven decisions,
identify sales trends, and manage inventory effectively. The technical response of implementing
a cloud-based POS system can provide real-time sales reports and analytics, which can
significantly improve the efficiency of sales reporting.

A cloud-based POS system allows data to be stored remotely, which can be accessed from
anywhere and at any time. This allows sales reports to be generated quickly and easily,
providing timely and accurate sales data. The system can also generate reports based on
specific parameters, such as time of day, day of the week, or even specific items sold. This level
of detail can help identify sales trends and provide valuable insights into customer behavior.

In addition to sales reports, a cloud-based POS system can also provide analytics on sales
performance, inventory management, and employee productivity. This can allow business
owners to make informed decisions on staffing, inventory ordering, and product pricing.

Overall, the implementation of a cloud-based POS system can provide an efficient solution to
generating sales reports and analytics, directly addressing the customer requirement of efficient
sales reporting.

Fast Service and Implement a self-service kiosk system for ordering and payment

Strong relationship (S) - Self-service kiosks can greatly reduce the time it takes for customers to
place their orders and make payments, leading to faster service and increased customer
satisfaction.

Explanation: The implementation of a self-service kiosk system for ordering and payment can
address the customer requirement for fast service. By allowing customers to place their orders
and make payments on their own, the need for manual order-taking and payment processing is
eliminated, leading to a reduction in wait times and faster service.

Self-service kiosks also offer the advantage of being available 24/7, which means that
customers can order and pay for their meals even when the restaurant is closed or during peak
hours when the traditional ordering process can be time-consuming.

Overall, the implementation of a self-service kiosk system can have a significant impact on
customer satisfaction, as customers are more likely to return to a restaurant where they can
quickly and easily order their meals without long wait times. Therefore, there is a strong
relationship between the implementation of a self-service kiosk system and the customer
requirement for fast service.

Fast Service and Implement a digital checklist system for monitoring cleanliness and
maintenance tasks.

Moderate relationship (M) - A digital checklist system can help ensure cleanliness and
maintenance tasks are consistently performed, which can indirectly contribute to faster service.

Explanation: The relationship between fast service and implementing a digital checklist system
for monitoring cleanliness and maintenance tasks can be described as moderate (M). While a
digital checklist system may not directly impact the speed of service, it can indirectly contribute
to faster service by ensuring that cleanliness and maintenance tasks are consistently
performed.

For example, if a restaurant has a system in place to ensure that tables are quickly cleared and
cleaned after customers leave, this can help free up tables for new customers and ultimately
lead to faster service. Similarly, if equipment is regularly maintained and in good working
condition, this can help prevent delays and breakdowns during busy periods, which can also
contribute to faster service.

However, it's important to note that the relationship between these two factors is not as direct as
some of the other customer requirements and technical responses. Therefore, the relationship
is best described as moderate (M) rather than strong (S).

Quality Food and Implement a digital feedback system for customers to rate the quality
of food and service

Strong relationship (S) - A digital feedback system can provide valuable insights into customer
satisfaction, helping identify areas to improve the quality of food and service.

Explanation: Implementing a digital feedback system for customers to rate the quality of food
and service can directly address the customer requirement of quality food. This system allows
customers to provide feedback on their dining experience, including the taste and presentation
of the food they received. By monitoring and analyzing this feedback, restaurant staff can
identify any issues and make improvements to the quality of their food.

In addition, a digital feedback system can also help improve the service provided to customers.
Customers can provide feedback on the level of service they received, including the
attentiveness and friendliness of staff. This feedback can be used to identify any areas for
improvement and ensure that customers are receiving the highest level of service possible.

Overall, implementing a digital feedback system for customers to rate the quality of food and
service can have a strong relationship with the customer requirement of quality food. By using
the feedback collected, restaurants can make improvements to the food and service provided to
customers, ultimately leading to higher levels of customer satisfaction.

Cleanliness and Implement a digital checklist system for monitoring cleanliness and
maintenance tasks.

Strong relationship (S) - A digital checklist system can help monitor cleanliness and
maintenance tasks, directly addressing this customer requirement.
Explanation: Maintaining cleanliness is a key aspect of any restaurant or food service
establishment. Implementing a digital checklist system for monitoring cleanliness and
maintenance tasks can greatly help in ensuring that cleanliness is maintained at all times. The
checklist can include tasks such as cleaning surfaces, floors, and equipment, as well as
checking that equipment is in good working order.

The use of a digital checklist system can help in several ways. First, it can ensure that all tasks
are completed on time and to the required standard. This can help prevent issues such as
equipment breakdowns or health code violations that could result in fines or loss of business.
Second, the system can provide real-time updates on the status of tasks, making it easier to
identify and address any issues that arise. This can help in preventing potential problems before
they become more serious. Finally, the system can also provide a record of completed tasks,
which can be useful in demonstrating compliance with health and safety regulations.

In terms of its relationship to the customer requirement of cleanliness, implementing a digital

checklist system for monitoring cleanliness and maintenance tasks has a strong relationship (S).
The use of such a system can directly address the customer requirement for cleanliness, by
ensuring that all necessary cleaning and maintenance tasks are completed on time and to the
required standard. This can help to ensure a clean and hygienic environment for customers,
which is essential in any food service establishment.

Cleanliness and Implement a digital feedback system for customers to rate the quality of
food and service.

Moderate relationship (M) - A digital feedback system can indirectly contribute to cleanliness by
identifying areas that need improvement.

Explanation: While a digital feedback system is not directly related to maintaining cleanliness, it
can indirectly impact the cleanliness of the restaurant. For example, if customers consistently
provide feedback about dirty or unsanitary conditions, the restaurant can use this feedback to
identify areas that need improvement and take corrective actions. This can lead to better
maintenance of the restaurant and ultimately improve its cleanliness. However, this relationship
is not as strong as the relationship between a digital checklist system and cleanliness, as the
checklist system provides a more direct and immediate approach to monitoring and maintaining
cleanliness. Therefore, the relationship between cleanliness and implementing a digital
feedback system for customers to rate the quality of food and service is considered moderate.
Relationship between each technical responses

Technical Response 1 and Technical Response 2: Strong Positive Correlation

Explanation: Implementing a barcode scanning system for inventory management that

integrates with the POS system and a cloud-based POS system that generates real-time sales
reports and analytics are complementary systems that can work together to streamline
restaurant operations. By integrating these systems, real-time stock counts can be updated as
sales occur, allowing for accurate inventory management and sales analysis. The barcode
scanning system can provide accurate data on inventory levels, which can be used by the POS
system to generate sales reports and analytics. Therefore, there is a strong positive correlation
between Technical Response 1 and Technical Response 2.

Technical Response 1 and Technical Response 3: Strong Positive Correlation

Explanation: Implementing a barcode scanning system for inventory management that

integrates with the POS system and a self-service kiosk system for ordering and payment are
also complementary systems that can work together to improve restaurant operations. By using
the barcode scanning system to manage inventory, restaurant staff can focus on providing
better customer service and ensuring that orders are fulfilled efficiently. The self-service kiosk
system can also help streamline the ordering and payment process, reducing wait times and
freeing up staff to focus on other tasks. Therefore, there is a strong positive correlation between
Technical Response 1 and Technical Response 3.

Technical Response 1 and Technical Response 4: Positive Correlation

Implementing a barcode scanning system for inventory management that integrates with the
POS system and a digital feedback system for customers to rate the quality of food and service
may have a weak positive correlation. While these systems may not be directly related, having
accurate inventory management data can help identify any potential issues with food or service
quality that may be impacting sales. Additionally, a digital feedback system can provide valuable
insight into customer satisfaction and help identify areas for improvement. Therefore, there is a
positive relationship between Technical Response 1 and Technical Response 4.

Technical Response 1 and Technical Response 5: Strong Positive Correlation

Implementing a barcode scanning system for inventory management that integrates with the
POS system and a digital checklist system for monitoring cleanliness and maintenance tasks
have a strong positive correlation. By using the barcode scanning system to manage inventory,
restaurant staff can ensure that cleaning and maintenance tasks are completed efficiently and
effectively. The digital checklist system can provide a convenient and reliable way to track and
manage these tasks, ensuring that nothing is overlooked or forgotten. Therefore, there is a
strong positive correlation between Technical Response 1 and Technical Response 5.
Technical Response 2 and Technical Response 3: Strong Positive Correlation

Explanation: The implementation of a cloud-based POS system can streamline the order
processing and payment procedures, and a self-service kiosk system can enhance the
customer experience by providing a faster and more efficient ordering process. By integrating
these two systems, the customer can complete the transaction quickly, and the cloud-based
POS system can process the payment in real-time, which results in better sales reports and
analytics.

Technical Response 2 and Technical Response 4: Strong Positive Correlation

Explanation: A digital feedback system that is integrated with a cloud-based POS system can
provide real-time feedback to the management team about the quality of food and service. This
feedback system can help the management team identify areas for improvement and make
necessary changes to improve customer satisfaction, which ultimately affects the sales and
revenue of the business.

Technical Response 2 and Technical Response 5: Strong Positive Correlation

Explanation: A cloud-based POS system can track the orders and payment transactions in
real-time, and a digital checklist system can monitor the cleanliness and maintenance tasks.
These two systems can work together to ensure that the restaurant is clean and organized, and
the customers are provided with a pleasant dining experience. By integrating these two
systems, the management team can ensure that the restaurant meets the required standards,
which can lead to a positive impact on sales and revenue.

Technical response 3 and Technical Response 4: Strong Positive Correlation

Explanation: This is because the self-service kiosk system allows customers to provide
feedback easily and conveniently during the ordering process. This feedback can be used to
improve the quality of the food and service in real-time. Additionally, the implementation of a
digital feedback system can also be used to gather data and insights on customer preferences,
which can inform menu and service improvements in the future.

Technical response 3 and Technical Response 5: Positive Correlation

Explanation: While the self-service kiosk system can help improve service speed and efficiency,
it is not directly related to maintaining cleanliness and monitoring maintenance tasks in the
restaurant. However, the self-service kiosk system can be used to inform customers about the
cleanliness and maintenance standards of the restaurant, which can help increase customer
satisfaction and confidence in the restaurant's overall cleanliness and maintenance practices.
Technical response 4 and Technical Response 5: Strong Positive Correlation

Explanation: This is because the feedback system can also be used to gather data on
cleanliness and maintenance issues that customers may observe. By analyzing this data,
restaurant management can identify patterns and trends in cleanliness and maintenance issues
and take proactive measures to address them. Additionally, the feedback system can be used to
inform customers about the restaurant's cleanliness and maintenance standards and encourage
them to report any issues they observe.