Unveiling Peng’s Digital Transformation Solution!

Hey guys! We’re about to say goodbye to Peng :( But before we do, let’s propose a transformation solution for him to implement. Which of the three options did you go with? After a lot of research and analysis, I came up with one solution for him- to implement them all! Not all at once though… hear me out.

High-level roadmap showing digital transformation process and timeline

Step 1: Joining a delivery platform would give Peng a foot in the ‘digital door’. Based on the SWOT analysis we conducted, there are a lot of opportunities and threats in Peng’s business which can be addressed by joining a delivery platform such as Just Eats and UberEATS (they charge the lowest commissions and offer the most visibility). But as we said in our last blog, this doesn’t give Peng a lot of control over his customer journey and data.

Step 2: Peng could give the delivery platforms a try for about 3 months, and the business would begin designing and launching its own platform. By this time, he and his team would’ve gotten a bit more comfortable with the new technologies and also raised some extra capital to develop this platform. A web/mobile app gives Peng a lot more autonomy (& 100% of his profit). But he’d need some expertise to understand how to manage the platforms.

Step 3: A Virtual Counter system like SquareUp for restaurants is a great way to manage orders coming in from different sources- physically, phone calls, web/mobile app, Just Eats and UberEATS. Every step of the process can be managed from one location. Peng had the right idea trying to move orders as quickly as possible to the kitchen. That’s where the magic happens! Without an efficient management system in place, Peng might still end up struggling with managing the business.. maybe even more so now.

And what’s even better, SquareUp provides a free ecommerce site for businesses which allows customers place orders online! So instead of paying hefty sums for a new site, Peng’s could start off with their free online store template used by tens of thousands of businesses and make incremental changes overtime based on the feedback received from customers.

SquareUp Benefits

• A fast POS device for taking physical orders. Shorter queues, faster service

• A kitchen display system that shows orders as they’re placed.

• All the hardware Peng needs. These may require some capital to acquire, however Peng may choose to get more affordable options in the meantime.

• Integrates with Peng’s website, social media & delivery partners to take orders & track from one location.

• Safe, extended payment options

• Easy to understand analytics to track business health.

• A free plan with unlimited devices and locations perfect for companies just starting out. Other affordable pricing options available.

This solution may require some capital investment in the long run, however Peng may choose to get more affordable options in the meantime

I’m curious to see what Peng’s business would look like when this transformation is done. Are you? Let’s take a look.

Business Process Model after Digital Transformation (for hi-res image visit https://testlivesalfordac-my.sharepoint.com/:u:/g/personal/e_v_kei_edu_salford_ac_uk/EdRAOlE2JcFOrJW1KSoaIk8BmtN6kBpxkYwzDFJy_oPPnA?e=d5f9HV)

This business process model demonstrates how every order goes directly to the Kitchen Display System (KDS) and how streamlined the ordering process will be regardless of where the order’s coming from. Compared to the current BPM we mapped out earlier, there are less steps taken towards order fulfillments with this model. There would also be less labor and wait time involved as orders placed physically, through the website, Just Eats, Ubereats will be processed and managed through the Virtual Counter System. And just as important, this solution provides people living with disabilities with more options to place orders easily.

In addition to the other challenges I mentioned such as that Peng and his staff would require pretty intense onboarding and training to be able to get comfortable with these new technologies, what possible challenges do you see the business facing with this solution? Please let me know in the comment section!