Digital Transformation for Peng’s Takeaway

Blog 5 - Digital Transformation Recommendation

In the previous blog, the focus was on conducting a horizon scan and looking at the options available for Peng’s digital transformation. In this blog, the focus will be on making a recommendation and providing a business process model chart/plan outlining the direction Peng’s Takeaway should take to complete his digital transformation plan. Peng’s current business model is at the nascent stage; however, Peng has gotten much success prior to this point.

The aim here is to transform Peng’s business into the connected stage. Where his business will integrate technology and a robust online presence into its daily operations. With the three (3) options discussed, the recommendation is to create a website and a mobile app and implement his own delivery service. With this recommendation, Peng has total control over his customer satisfaction, and this allows Peng to extend his reach to his current clients and new clients alike. Establishing an online presence and another way to market his business.

The main benefit of this method is that clients won't have to leave the comfort of their homes to browse the variety of alternatives offered, watch promotional messages, or place an order. As a result, both new and returning customers may conveniently explore the store's website or mobile app to place orders.

Maintaining food quality from the restaurant to the customer's door might be difficult given the increasing expectations from online orders. For instance, a precise temperature range is required for various foods to maintain quality and flavours. The restaurant must make sure the food packaging is affordable while also avoiding a significant mismatch between client expectations and the final product. Managing customer expectations requires joint efforts from the restaurant and the meal delivery service.

In order to reduce operational expenses while increasing efficiency and satisfying customer expectations, it is necessary to find a technique to ensure effective resource management. keeping abreast of consumer responses and feedback in order to enhance services based on consumer input. creating a delivery software administration dashboard that provides access to a bird's-eye view of orders, clients, and delivery personnel.

Next would be to create an aggressive marketing plan (advertising business model) to be used in conjunction with the online model after it has been put into place. This would be done via utilizing various social media platforms and strategic locations in the UK to alert current clients and draw in new clients to Peng’s new online product offerings. See the example below.

Insert pic (restaurant billboard ad)

By raising awareness, the advertising business strategy hopes to boost demand. Under the advertising-based paradigm, in addition to placing advertisements on every street corner, social engine optimization may also be carried out. Customers who search for a product available in Peng's store will have the result shown in the top five results online. When everything is in place, clients will find it simple to make an order. Without physically attracting people to the store, this can raise demand.

The web platform will need to be updated on a frequent basis based on what is accessible, hence an IT staff will be needed. The online platform's backend development should be able to do studies on customer behaviour, metrics, top items taken, and the periods or intervals during which consumers prefer to place orders.

By building a digital presence and setting up an online delivery platform and service. Peng can get away from the high cost of the 3rd party providers and offer a more cost-efficient service. Please see references to see supporting evidence.

References

Li, C., Mirosa, M. and Bremer, P., 2020. Review of online food delivery platforms and their impacts on sustainability. Sustainability, 12(14), p.5528.

Collison, J., 2020. The Impact of Online Food Delivery Services on Restaurant Sales.