Quality Progress - August 2015 - (Page 12)

KEEPINGCURRENT Mr. Pareto Head BY MIKE CROSSEN Digital dining (continued from p. 11) industry could alienate some customers. ogy.20 Despite being armed with more "Although it will provide convenience, at time, overwhelming customer data and the same time it will cause a disconnect increased profits, a restaurant's success because you will cut out a part of the still boils down to one thing-quality. middleman experience," said Suzy Bada- "From the customer perspective, the racco, president of Culinary Tides, a food ability of the restaurant to deliver on and health trends forecasting organiza- food quality, service and other attributes tion. "Until it becomes the standard, it remains equally as important as the avail- runs the risk of making the consumer feel ability of technology," said Hudson Riehle, intimidated and awkward." senior vice president of research at the 17 National Restaurant Association.21 Staffing and quality -compiled by Tyler Gaskill, Chili's needed to overcome cultural chal- contributing editor lenges in training its staff to act more as technical advisers to guests who need help with the tablets. For Panera, the 18 cost of training and upgrading a location to what it calls Panera 2.0-which allows customers to place orders through tablet kisoks located near cashiers or their smartphones-is roughly $155,000.19 Olive Garden, Chili's and Pizzeria Uno use tablets created by Ziosk, which charges only subscription fees. Proponents of table-side tablets don't want to eliminate or minimize the server's role. They believe servers are being given more time to focus on customers by adding efficiency through technol- 12 QP * www.qualityprogress.com REFERENCES 1. Matt McCue, "Most Innovative Companies 2015," Fastcompany.com, http://tinyurl.com/upsellingmachine. 2. Christian Brazil Bautista, "Your Next Applebee's or Chili's Waiter May Be an Android Tablet," Digitaltrends.com, http://tinyurl.com/nextwaiter. 3. Tom DiChristopher, "Ziosk Seeks to Transform Casual Dining With Tablets," CNBC.com, www.cnbc.com/ id/102585566. 4. Stacey Vanek Smith, "Computer Tablets Take Over Part of Restaurant Server's Job," NPR.org, http://tinyurl.com/ nprtabserver. 5. Venessa Wong, "That Tablet on the Restaurant Table Will Make You Spend More," Bloomberg.com, http://tinyurl. com/tabletspending. 6. Smith, "Computer Tablets Take Over Part of Restaurant Server's Job," see reference 4. 7. Wong, "That Tablet on the Restaurant Table Will Make You Spend More," see reference 5. 8. Mike Lavigne, "Panera Bread Digitizes Customer Experiences With Self-Service Kiosks & Mobile Ordering," Centricdigital.com, http://tinyurl.com/paneratablet. 9. Bruce Horovitz, "Applebee's to Serve Tablets at Every Table," USA Today, Dec. 2, 2013, http://tinyurl.com/ usapplebees. 10. Lisa R. Melsted, "Tabletop Tablet Service-Coming to a Restaurant Near You," Forbes, Feb. 11, 2015, http://tinyurl. com/tabletoptablet. 11. "The Ziosk Tablet," www.ziosk.com. 12. Wong, "That Tablet on the Restaurant Table Will Make You Spend More," see reference 5. 13. Clint Boulton, "Chili's Tablets Dine on Data to Boost Service," Wall Street Journal, June 17, 2014, http://tinyurl. com/wsjchilistablet. 14. Melsted, "Tabletop Tablet Service-Coming to a Restaurant Near You," see reference 10. 15. Doug Henschen, "Microsoft Azure Services Power Ziosk Dining Experience," Information Week, March 30, 2015, http://tinyurl.com/microsoftdining. 16. Ibid. 17. Julie Tortora, "Tonight's Menu Special: Tablets," Foxnews. com, http://tinyurl.com/menutablets. 18. Boulton, "Chili's Tablets Dine on Data to Boost Service," see reference 13. 19. Rick Aristotle Munarriz, "Panera Turns On Tech to Heat Up Its Stale Business," Dailyfinance.com, http://tinyurl.com/ paneratech. 20. Melsted, "Tabletop Tablet Service-Coming to a Restaurant Near You," see reference 10. 21. Steve Nicastro, "Tabletop Tech Boosts Restaurant Efficiency, Customer Security," Nerdwallet.com, http://tinyurl. com/ncwsze2. ADDITIONAL RESOURCE Strom, Stephanie, "Hi, I'm a Tablet. I'll Be Your Waiter Tonight," New York Times, June 20, 2014. CLARIFICATION In the QP feature article "Change in Flow" (June 2015, pp. 38-46), Universal Oil Products was mentioned as one of Ambitech Engineering Corp.'s clients. The client's proper name is UOP (A Honeywell Company). http://www.tinyurl.com/usapplebees http://tinyurl.com/tabletoptablet http://www.ziosk.com http://tinyurl.com/wsjchilistablet http://www.tinyurl.com/microsoftdining http://www.tinyurl.com/menutablets http://www.tinyurl.com/paneratech http://www.dailyfinance.com http://www.fastcompany.com http://www.tinyurl.com/upsellingmachine http://tinyurl.com/ncwsze2 http://www.Nerdwallet.com http://www.Digitaltrends.com http://www.tinyurl.com/nextwaiter http://www.cnbc.com/id/102585566 http://www.CNBC.com http://www.tinyurl.com/nprtabserver http://www.NPR.org http://tinyurl.com/tabletspending http://www.Bloomberg.com http://www.Centricdigital.com http://www.tinyurl.com/paneratablet http://www.tinyurl.com/usapplebees http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - August 2015

Up Front
LogOn
Expert Answers
Keeping Current
Mr. Pareto Head
Under Construction
Creative by Design
Coming Together
All the Right Moves
3.4 per Million
Quality in the First Person
Career Corner
Statistics Roundtable
Standards Outlook
QP Toolbox
QP Reviews
One Good Idea
Back to Basics

Quality Progress - August 2015

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