Analytics and Restaurants’ Service Package

Analytics and Restaurants’ Service Package

October 10, 2017

Article Title: How restaurants are controlling your experience in ways you may not realize

Author of Article: CBS News, Inc.

Date of article: August 22, 2017

Source URL: https://www.cbsnews.com/news/how-restaurants-are-subtly-curating-your-experience/

Colors, music, table shape and menu layout are all ways that restaurants shape customer experiences, and influence decisions from how much we’ll spend to how long we’ll stay. And analytics from data-driven software like Upserve can help restaurants figure out what you’ll like before you step foot in the place.  Which helps restaurants increase customer retention and boosts profits.

Discussion Questions
1. What additional analytics applications could be used by a restaurant chain to decrease waiting time for a table?

Guidance: Discussion might focus on productivity measures.

2. What are the elements of a service package for the restaurant(s) described in the article?

Guidance: This is an opportunity to discuss the concept of a service package, especially when purposefully influencing customer decisions.

3. How does the reservation system behave as a waiting line?

Guidance: This may be a discussion about waiting line models, to include fail-safing.

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Biometrics May Reduce Lines at Airport Security

Biometrics May Reduce Lines at Airport Security

Article Title: Passing Through Airport Security with the Touch of a Finger

Author of Article: C. Martin

Date of article: September 8, 2017

Source URL: https://www.nytimes.com/2017/09/08/business/airport-security.html

A company called Clear is working with the Transportation Security Administration (TSA) in US airports to implement biometrics. The plan is to reduce congestion at airport security checkpoints. The biometrics involved are fingerprints and iris scans, and they would help some flyers bypass the document-verification step of the TSA’s screening process. The roll-out has been slower than expected, but 24 airports are currently using Clear’s technology.

Discussion Questions
1. What challenges does Clear face in implementing this new technology?

Guidance: Possible discussion areas include hacking concerns, potential liability issues, how fast the product can be rolled out, acceptance of the technology by flyers, training workers at security checkpoints, and maintaining the technology.

2. Passengers require a speedy screening process and tight airport security. What are some of the technical requirements for Clear’s product?

Guidance: A good opportunity to incorporate House of Quality. Can discuss service quality, and the benefits of lead time reduction.

3. What might a process flow chart look like for TSA screening with and without the Continue reading

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