Below is the transcript of a retrospective meeting with the following people:
Peta (Project Manager): Hi everyone! Thanks for taking the time to meet so we can debrief about the tablet test launch and our progress on the project so far. We’re one step closer to the official launch! Before we begin our discussion, I’d just like to say that I want everyone to feel like they're in a safe space here. Please feel free to share whatever you can in order to help us improve this process. Does anyone want to start with something they think went well or something we could improve?
Alex (General Manager, Downtown): I think it went pretty well! We got all the tablets installed and working at my location.
Peta: Great! Gilly, what about your location?
Gilly (General Manager, North): Same here. It seemed like all the guests got the hang of the tablets and that payments worked for the most part. One area we could still improve is table turn time. We didn’t see as much of a decrease as we wanted to in that area.
Alex: Yeah, same with us. The food came out on time, but table turn time stayed about the same.
Peta: Hmm, thanks for that. Maybe hearing about the kitchen’s experience can provide some insight. Larissa or Zane, what are your thoughts?
Zane (Kitchen Manager, North): Tickets came through at a good pace and were easy to keep track of. But even though the ticket flow was smooth, there were still orders that got sent back. So, that’s still an issue that needs to be addressed.
Larissa (Kitchen Manager, Downtown): Yes, we noticed that as well. Not as many as before, but there were still some food orders that got sent back. On the plus side, we’ve already started implementing some updates to kitchen operations as a result of the new ticket flow, and we’re really happy with them.
Peta: This is great feedback. And that’s interesting about the food orders. I’ll be sure to prioritize this issue for further analysis. Also happy to hear that there have been some helpful updates to the kitchen operations! Maybe we can set up some time later to discuss them further. Seydou, what’s your take on things? Anything on the technical front?
Seydou (Restaurant Consultant): I know this doesn’t seem like good news, but we discovered a few technical issues during the POS integration process. The good part is that we were able to address them quickly and get them fixed.! There will always be routine maintenance issues that pop up—it just comes with the territory. But they’re usually easy to manage once you identify what type of issue you’re dealing with, and that’s what we were able to do!
Peta: That’s great news! We can also update the process manual so that the solution is easy to find next time that issue comes up. In fact, maybe there’s a technical issue that’s affecting ticket accuracy. Seydou, can you check on that?
Seydou: Sure thing.