Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
Improving F&B Sector Productivity through
integrated self-service solutions
1
Michael Tan,
SPRING Singapore
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
Local Food Services sector face challenges in rising business costs
6,453 establishments
$7.1bil in receipts
Increasing share of Labour & Rental
costs for Food Services companies
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
Outsource to dishwashing operators
Outsource food preparation
of non-core menu items
Companies can outsource & embrace self-service to reduce reliance on
manpower
3
Outsource or centralise
Dishwashing
Implement an integrated
‘self-serve’ concept
1 2 3
• Reduce kitchen staff required in
outlets for food preparation
• Increase revenue-generating
space via minimized food
preparation at outlets
• Reduce dishwashers required
• Increase revenue-generating
space
• Ensure cleanliness of crockery
Outlet 1
Outlet 2
Outlet 3
Outsource to suppliers
Save 100 man-hours
• Reduce service staff required
• Increased sales through
quicker table turns
• Enhanced diners’ experience
through digital engagement,
higher efficiency of food served
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
4
Form consortium of
solution providers and
users, with at least 10
Food Services SMEs
IT vendors to
develop / integrate
systems that can be
adopted for self
service
Government co-fund
the development and
adoption costs of
these solutions
$$
Call-for-Collaboration for Food Services industry is to encourage
development & adoption of integrated self-service concepts
"The rules of the game have changed. If
you want to continue to play, you have
to adapt…”
Soup Restaurant executive director,
Wong Chi Keong
“…the reality is if we continue
using the labour-intensive model,
we will be finished…“
Paradise Group chief executive.
Eldwin Chua
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
1. Staff seats customer
2. Staff passes menu to
customer
3. Staff takes orders
4. Staff sends order to kitchen
5. Staff serves food
6. Staff processes payment at
counter
7. Staff clears the plates
8. Staff manually collates
feedback
Integrated Self-service concept is a seamless system from customer order to
kitchen preparation – streamlines workflows
5
Proposed solution Current process
Integrated Kiosk
? Table management system
? Menu ordering
? Payment
? Linked to Kitchen Display System
? CRM module
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
6
Impact
1. 28% reduction in manpower – from 14 to 10 staff
2. 11% reduction in manpower costs
3. Increase in customer & employee satisfaction
Impact
1. 50% reduction in customer waiting time
2. 40% reduction in manpower - from 5 to 3 staff
needed at every section
3. 8 man-hours per day reduced in order-taking,
assuming an average of 100 transactions per day
Wireless ordering has already benefitted many SMEs
Wireless infrastructure at
Sakunthala's Food Palace
Impact
1. Boosted sales and reduced errors
2. Increase in efficiency in billing process
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
Integrated Self-service concept can benefit SMEs more…
7
Customer self-orders
from kiosk
Customer makes
payment at kiosk
Waiting time from order to delivery reduced by 17%
Sales per worker increased by 14%
Crew re-deployed to understand customer needs not
confined behind the counter
Food waste reduced by 24%
Elimination of wrong orders
Minimised possible transactional errors or staff
mismanaging cash
1 2 Customer collects
order when alerted
3
“The self ordering kiosks have
increased the efficiency of its existing
manpower operations … Yoshinoya is
able to redeploy staff to handle other
tasks that increases customer
engagement”
Yoshinoya general manager,
Monica Choo
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
Integrated Self-service concept reduces manpower by 66%
8
Customer self-orders
from kiosk
Customer makes
payment at kiosk
System generates
receipt for self-collection
Customer returns tray to
trays collection point
Without the system: 15 staff required
(Curry Times outlet in Velocity)
With self-service: 5 staff required
Cost of self-service system: ~$27,000
1 2 3
4
Photo Credits:http://danielfooddiary.com/
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
9
System
integrators
Table/ Queue
management
Ordering &
Payment
Kitchen
Operations
Customer
relationship
management
Opportunities exist to integrate piecemeal and proprietary IT solutions to
form an integrated self-service solution
2,700 estabs
Restaurants & Fast food
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
10
Question & Answer
doc_803363090.pdf
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
Improving F&B Sector Productivity through
integrated self-service solutions
1
Michael Tan,
SPRING Singapore
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
Local Food Services sector face challenges in rising business costs
6,453 establishments
$7.1bil in receipts
Increasing share of Labour & Rental
costs for Food Services companies
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
Outsource to dishwashing operators
Outsource food preparation
of non-core menu items
Companies can outsource & embrace self-service to reduce reliance on
manpower
3
Outsource or centralise
Dishwashing
Implement an integrated
‘self-serve’ concept
1 2 3
• Reduce kitchen staff required in
outlets for food preparation
• Increase revenue-generating
space via minimized food
preparation at outlets
• Reduce dishwashers required
• Increase revenue-generating
space
• Ensure cleanliness of crockery
Outlet 1
Outlet 2
Outlet 3
Outsource to suppliers
Save 100 man-hours
• Reduce service staff required
• Increased sales through
quicker table turns
• Enhanced diners’ experience
through digital engagement,
higher efficiency of food served
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
4
Form consortium of
solution providers and
users, with at least 10
Food Services SMEs
IT vendors to
develop / integrate
systems that can be
adopted for self
service
Government co-fund
the development and
adoption costs of
these solutions
$$
Call-for-Collaboration for Food Services industry is to encourage
development & adoption of integrated self-service concepts
"The rules of the game have changed. If
you want to continue to play, you have
to adapt…”
Soup Restaurant executive director,
Wong Chi Keong
“…the reality is if we continue
using the labour-intensive model,
we will be finished…“
Paradise Group chief executive.
Eldwin Chua
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
1. Staff seats customer
2. Staff passes menu to
customer
3. Staff takes orders
4. Staff sends order to kitchen
5. Staff serves food
6. Staff processes payment at
counter
7. Staff clears the plates
8. Staff manually collates
feedback
Integrated Self-service concept is a seamless system from customer order to
kitchen preparation – streamlines workflows
5
Proposed solution Current process
Integrated Kiosk
? Table management system
? Menu ordering
? Payment
? Linked to Kitchen Display System
? CRM module
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
6
Impact
1. 28% reduction in manpower – from 14 to 10 staff
2. 11% reduction in manpower costs
3. Increase in customer & employee satisfaction
Impact
1. 50% reduction in customer waiting time
2. 40% reduction in manpower - from 5 to 3 staff
needed at every section
3. 8 man-hours per day reduced in order-taking,
assuming an average of 100 transactions per day
Wireless ordering has already benefitted many SMEs
Wireless infrastructure at
Sakunthala's Food Palace
Impact
1. Boosted sales and reduced errors
2. Increase in efficiency in billing process
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
Integrated Self-service concept can benefit SMEs more…
7
Customer self-orders
from kiosk
Customer makes
payment at kiosk
Waiting time from order to delivery reduced by 17%
Sales per worker increased by 14%
Crew re-deployed to understand customer needs not
confined behind the counter
Food waste reduced by 24%
Elimination of wrong orders
Minimised possible transactional errors or staff
mismanaging cash
1 2 Customer collects
order when alerted
3
“The self ordering kiosks have
increased the efficiency of its existing
manpower operations … Yoshinoya is
able to redeploy staff to handle other
tasks that increases customer
engagement”
Yoshinoya general manager,
Monica Choo
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
Integrated Self-service concept reduces manpower by 66%
8
Customer self-orders
from kiosk
Customer makes
payment at kiosk
System generates
receipt for self-collection
Customer returns tray to
trays collection point
Without the system: 15 staff required
(Curry Times outlet in Velocity)
With self-service: 5 staff required
Cost of self-service system: ~$27,000
1 2 3
4
Photo Credits:http://danielfooddiary.com/
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
9
System
integrators
Table/ Queue
management
Ordering &
Payment
Kitchen
Operations
Customer
relationship
management
Opportunities exist to integrate piecemeal and proprietary IT solutions to
form an integrated self-service solution
2,700 estabs
Restaurants & Fast food
Information on this slide is confidential and strictly for use by SPRING Singapore officers only.
It should not be used or referred to by third parties without prior written consent from SPRING Singapore.
10
Question & Answer
doc_803363090.pdf