Using Information Technology to Improve Food Service

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  • Topic: Darden Restaurants, Olive Garden, Red Lobster
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  • Published : February 20, 2013
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USING INFORMATION TECHNOLOGY TO IMPROVE FOOD SERVICE

SUBMITTED BY: VICTORIA BERAHMANDPOUR
PROFESSOR: PATRICK DEELY
IS535
DATE: 12/15/12

Table of Contents
Abstract3
Brief Company background4
Discussion of business problem(s) 5 High level solution6
Benefits of solving the problem7
Business/technical approach8
Business process changes9
Technology or business practices used to augment the solution 9 Conclusions and Overall recommendations 10
High-level implementation plan 10
Summary of project 12
References 13

Abstract
In this proposal, I will discuss multiple choices for food service business and how to improve sales and customer satisfaction by applying information technology. For this project, I chose Olive Garden restaurants which I used to work for eight years. Olive Garden belongs to Darden Inc., which owned 1961 restaurants, including Olive Garden, Red Lobster, Bahama Breeze, LongHorn Steakhouse, and more. Olive Garden started in 1982. At this time, Olive Garden has 786 restaurants in United States. Business problems at Olive Garden are sales and not catching up with pace of guest satisfaction. Their guest review is reducing daily and most concern is about long wait and bad service. Some guest complains are about bad management and also they didn’t get what they expect from services and foods. Because of shortage of computer for server for ordering, and shortage of inventory, Olive Garden lose profits and low rate feedback from their guests. These problems will be minimized if company use electronic device for server to order directly to kitchen, and send accurate inventory to the supplier to prevent from short inventory. Adding modest technology can improve business value, reduce, expenses, improve quality, and customer satisfaction. Olive Garden use ERP system which is PeopleSoft for their financing, inventory and employee services. However, lack of technology causes losing money and less profit as well as not accurate data for their inventory. Ipods, or tablets for servers to place order directly to kitchen, online ordering system, and electronic menu for to go order can improve their functionality and minimize their waste.

Brief Company background
Darden restaurants Inc. owns several full service restaurants. Darden has 1961 restaurants in the United States and 33 restaurants in Canada. In United States, there are 677 red Lobster, 786 Olive Garden, 386 LongHorn Steakhouse, 46 The Capital Grille, 30 Bahama Breeze, 23 Seasons 52, 8 Eddie V’s Prime Seafood, and three Wildfish Seafood Grille restaurant. In Canada, Darden have 27 Red Lobster, 6 Olive Garden restaurants.[1] The history of Darden Inc. started when the first restaurant opened in 1938 in Waycross, GA., by Bill Darden, 19 years old, with 25 seats, called Green Frog. In 1968, Darden founded in by William Bill. He opened the first Red Lobster in Lakeland, Florida. [2]The Red Lobster became successful and opened three more branches in that state. Because company had lack of money and sources, General Mills, bought Darden in 1970. General Mills opened more restaurants with dining and family style format and new headquarters in Orlando, Florida. Darden became as company with president named Joe R. Lee in 1975. In 1982, the first LongHorn Steakhouse opened in Atlanta, and in 1982, Olive Garden opened first restaurant in Orlando, Fla. In 1995, Darden Inc. split from General Mills and became publicly traded company on the New York Stock Exchange. Olive Garden is my focus for this project. OG culture is based on training well their employee and managers and sends many managers to Olive Garden’s Culinary Institute of Tuscany in Italy for training purposes. They invest more than 500,000 training...
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