Decision-Making Models for Technology Adoption at El Encanto Objective: Evaluate technology options for El Encanto restaurant chain. Technol

Decision-Making Details Basic Information El Encanto may choose to follow a lucrative fad or simply spend more resources than it’s worth; a proposed final decision is up to you! Technology could make the restaurant experience more efficient and streamlined, but also more impersonal. Which is the right choice for your upscale state-wide chain of Mexican restaurants? Which of the following technologies, if any, or in combination, should be adopted by the El Encanto chain? Possible Technologies Digital Kiosk: The digital kiosk offers notable personalization, but also may take away from ambiance. Additionally, it has the opportunity to make the restaurant more money. The kiosks could be placed at intervals around the restaurant; people would then stand to order and then again to pay, giving them more control over their dining experience. The kiosk only accepts credit cards and provides the fastest options for both ordering and paying the bill. The menu is fully digital and also fully personalized. This means that a person can personalize based on dietary constraints or nutritional information. Additionally, the customer’s previous personalized orders are accessible. Orders immediately go to the kitchen technology. The kiosk uses artificial intelligence (AI) to make upsell suggestions, which increases orders by at least 10%, and automatically makes suggestions for in-stock beer and wine pairings. One kiosk is $1,200, and each restaurant would need three to four kiosks. Tablet for Servers: The tablet option gives more human interaction than the digital kiosk, but less personalization. It would make the customer experience faster than normal service, but not as fast as a digital kiosk, given that a server would need to bring the technology. The digital ordering system is fully operated by the server, and orders automatically populate to the kitchen. The tablet offers suggestions such as beer and wine pairings, or appetizers, but relies on servers to make recommendations to the table. Payment is accepted at the table by the server using the tablet, which results in 23% higher tips. Additionally, splitting checks is easy with the tablet. El Encanto would need 8 to 10 tablets per restaurant, and each is approximately $140. New Android Operating System: This technology would not be customer-facing; instead, it helps streamline operations for the restaurant managers. Orders are taken with the traditional pen and paper (assuming tablets or kiosks are not also purchased) and entered into the system at a central location by the server. This system then communicates special requests and orders to the kitchen. It tracks inventory in real time, which assists the manager with wholesale orders. This provides the most human interaction and accepts cash and credit card. The customer will take a normal amount of time to order and pay (again, unless paired with another technology). This operating system (OS) decreases restaurant costs by 12%. Also, it keeps data in the cloud regarding inventory, trends, and other relevant statistics. This aids managers in making decisions for their particular restaurant, such as restocking, specials, and amending menu items. This OS costs $2,300 per restaurant.

About the Chain Each restaurant has its own feel, ranging from modern to contemporary to eccentric. The traditional balance of fresh, home-style Mexican food, light wooden decor, and lots of windows (as well as intimate outdoor patio space) gives a more traditional and upscale feel; however, the accents and servers are often quite edgy. That said, there are certainly some managers and staff who are more traditional and cater to a more traditional clientele. El Encanto has a unique menu offering of upscale Mexican food. Cooked with fresh herbs, this food is light with robust flavors. It offers a smaller and somewhat seasonal menu of more traditional dishes. It serves both wine and beer and has a full bar. All restaurants set the table with stemware and cloth tablecloths. Most restaurant hours are 11 a.m. to 10 p.m., seven days a week. About Maine’s Clientele Maine is known for having a relatively traditional but free-spirited population year-round. It also has the oldest and most rural population in the United States. In regard to its beliefs about technology, the population ranks in the bottom ten states in the nation. During the summer and winter months, however, numerous people from Quebec as well as Massachusetts and New York come to its beaches, mountains, and ski resorts. Thus, both tourists and locals enjoy dinners out. Additionally, the majority of El Encanto restaurants are in the more metropolitan locales.

References

Bouchard, K. (2018, August 7). National summit on aging targets Maine, home to nation’s oldest, most

rural population. Portland Press Herald. Retrieved from

http://statetechttps://www.pressherald.com/2018/08/07/national-aging-summit-targets-

maine-for-its-oldest-most-rural-population/

State Technology and Science Index. (n.d.). Retrieved from

http://statetechandscience.org/statetech.taf?page=map&show=top

Competency

In this project, you will demonstrate your mastery of the following competency:

Leverage organizational information and data to inform decision making

Scenario

After you’ve worked for years as a manager at one branch of El Encanto, a state-wide chain of

Mexican restaurants in Maine, the business has been sold. The new owner has a lot of energy

and ideas! They have gone over financials and decided that, because your restaurant is doing

the best, you get to lead the group of managers in an exploration of adding a table ordering

system to the chain’s restaurants. The new owner has discussed with managers the value in

using nonrational aspects of decision making, but understands that the group is used to more

rational models. The owner requests that you use clear decision-making models of your choice

to propose a decision about the addition of table ordering technology for El Encanto as a

whole. The owner wants you to send an email to the group that includes showing your process

of using two different rational decision-making models; additionally, they want you to explain

how using a nonrational approach enhances the initial decision.

The managers know the new owner is considering adopting different technology options

chain-wide, and though they are excited, they are also apprehensive. Not just one decision-

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making model is perfect for all circumstances, and your email gets to show that flexibility and

wisdom. The rational models would have been used under the previous owner and are

relatable to the current managers, but the non-rational concepts include aspects that pure

data can’t account for. You will follow the same process for both rational models.

Directions

First, choose at least two rational decision-making models appropriate to the scenario. Then,

make the decision of which models best apply to the decision-making details in the supporting

document. Using the tools or framework provided by the decision-making models, make an

initial decision. Use a format that makes the most sense for this; different formats (e.g.,

flowchart, bullets) work better for different models. You will need to explain your decision-

making rationale (process). Finally, you will need to include how irrationality, people, and other

considerations change the output of one of the rational decision-making models.

The managers are keenly interested in what information was included in the decision-

making process and what you deemed extraneous. Make sure to include how you parsed

the information into “important” and “not important” categories for both rational

decision-making models.

Label each step of both rational decision-making models as you apply them to the

scenario. Additionally, clarify what information you are using, or what smaller decision is

made in each step.

Of particular interest to the managers will be your rationale for decision making and the

process you used. To ensure the managers fully understand your process and decision,

include the following:

Describe places of convergence and divergence in the processes as well as, perhaps,

the final decisions of each rational decision-making model.

As needed for clarification, elaborate on the importance of the divergences and

which model produced the best choice in your opinion, adopting one or more

technologies—or not.

Because your new owner believes in taking as many variables into account as possible,

amend the initial “rational” decision in some way that shows nonrational decision-making

factors were taken into consideration. Some possible enhancements may relate to time,

scope, or cost. While working, closely consider the following:

Include whether there is information needed that is not provided, and how that may

influence the decision.

Include any discrepancies between one or both rational decision-making models and

the more flexible nonrational models.

Include what aspects you considered that weren’t included in the rational models.

What to Submit

Every project has a deliverable or deliverables, which are the files that must be submitted

before your project can be assessed. For this project, you must submit the following:

Email to Managers

In attachments, show two rational decision-making models with the specific steps labeled, as

well as an elaboration of your thought process with each step and the inclusion of nonrational

decision-making factors. This should be a professional email giving a broad overview of your

process as well as the final proposed decision.

Supporting Materials

The following resource may help support your work on the project:

Citation Help

Need help citing your sources? Use the CfA Citation Guide and Citation Maker.

Document: Decision-Making Details

This resource provides explanation of the exact decision to be made, the culture of the

organization, and important details about El Encanto’s business.