Summer Internship Report on

“Business Analysis at POSist Technologies”

Submitted By :
Abhishek Sharma
2K17/MBA/006

Under the Guidance of :

Mr. Mohit Beniwal
Assistant Professor, DSM

DELHI SCHOOL OF MANAGEMENT

Delhi Technological University

Bawana Road Delhi 110042

June -July 2018
 DECLARATION

I, Abhishek Sharma, hereby declare that the presented report of internship titled
“Business Analysis at POSist Technologies” is uniquely prepared by me after the
completion of seven weeks of work at POSist Technologies Pvt. Ltd.

I also confirm that the report is only prepared for my academic requirement, not for
any other purpose. It might not be used with the interest of the opposite party of the
corporation.

…………………………….
ABHISHEK SHARMA
2K17/MBA/006
MBA
Delhi School of Management, Delhi Technological University
 ACKNOWLEDGEMENT

This Project devoured high measure of work, research and commitment. In any case,
execution would not have been possible without the support of numerous people and
association.

I accept this open door to express my profound feeling of appreciation, thanks and
respect towards those who have helped me in the effective fulfillment of this venture. I
exhibit my true regards on account of my industry mentor Ms. ANJALI GUPTA
(Senior Business Analyst, POSist Technologies) who enabled me to take summer
Internship at POSist Technologies under her direction. I would like to offer my special
thanks to Mr. DILPREET SINGH (Associate Business Analyst), for his advice and
assistance in keeping my progress on track. I might likewise want to say thanks to
POSist Technologies representatives for their help and inspirable direction. I want to
thank Delhi School of Management (Delhi Technological University) and Mr. Mohit
Beniwal for giving me support and advice.

I offer my thanks toward my relatives and associates for their kind co-operation and
consolation, which helped me in fulfillment of this venture.
 EXECUTIVE SUMMARY

POSist Technologies, founded in 2013, is a SaaS based restaurant management

platform. It helps restaurant owners manage their single restaurants as well as chains.
User friendly, no-training required user interface is a USP which saves high attrition
restaurant industry from staff training time and cost incurred. I resumed my internship
on 13th June and continued till 31st July.

During my internship, I was involved with various facets of the key responsibility
areas of a business analyst like client interaction, documentation, process management
and working on various tools of agile methodology.

This report is divided into four chapters. The first chapter of this study deals with
introduction of the industry profile and organization profile along with the objective of
study, the second chapter of the study deals with the literature review and some
theoretical concept involved during my internship. The third chapter is about the
research methodology and detailed description of the key responsibility areas
undertaken by me. The fourth chapter is about the cases, analysis and evaluation of
various tasks undertaken during my internship period.
 TABLE OF CONTENTS

1. Introduction……………………………………………………………..…………1
2. Literature Review…………………………………………………….…………..12
3. Research Methodology……………………………………………….…………..21
4. Analysis, Trends and Cases………………………………………….…………...28
5. References………………………………………………………….…………….46
 CHAPTER 1 : INTRODUCTION

1.1 Industry Profile:

The global restaurant management software market size was estimated at USD 2.0
billion in 2016. The market is anticipated to witness considerable growth in the
coming years. Restaurant owners nowadays are heavily relying on POS software for
tracking sales, payment processing, and inventory management.

They are deploying customer interacting software that allows guests to order and pay
at the table and data analytics solutions to facilitate business decisions. Growing
transformation in the restaurant technology is expected to be one of the key trends
escalating market growth.

Over the past few years, the market has witnessed several technological
advancements. Latest innovations in order processing technique have helped
restaurant owners to simplify their order managing and payment processing operation.

Moreover, the industry has also experienced evolution of other software, which will
facilitate restaurants to shift their streamline order processing to automating dining

1
experience. To carry out back-end operations efficiently, vendors are coming out with
innovative software solutions such as inventory management tools, staff scheduling,
payroll, and others.

However, unavailability of single seamless integrated software is one of the primary

factors limiting the market from realizing its utmost potential. Currently, there is a
wide number of fragmented solutions offered by different vendors intended to
streamline restaurant operations. However, these solutions lack the ability of unified
interactions with other systems deployed at restaurant. As a result, restaurateurs are
left with numerous systems that have limited connectivity with each other, which
restricts information sharing between them.

Software Type Insights

The front end software segment accounted for the leading revenue segment in 2016. It
is projected to dominate the market throughout the forecast period. Front end software
solutions, such as POS is a core restaurant tool, which allows them to easily manage
ordering and payment processing. Surging demand for software solutions such as
inventory management, customer management, recipe management, kitchen order
taking, free accounting, along with POS solutions, is contributing to the growth of the
market.

The table & delivery management segment is poised to register the highest CAGR of
16.0% over the forecast period. This type of software help in reducing waiting time,
improving table turn over time, and automating setup of food delivery chain in order
to improve customer satisfaction. These benefits are supplementing the growth of the
segment.

Deployment Insights
The on-premise segment dominated the restaurant management software market in
2016. The trend is likely to continue over the forecast period owing to rising security
concerns and ability to control ownership of data. The cloud segment is estimated to
rise at the highest CAGR over the forecast period. The ability of cloud-based systems
to directly centralize information makes it feasible for restaurant owner to access data
virtually from any places.

2
End-User Insights
The full service restaurants (FSR) segment was at the forefront of the growth of the
market in 2016. FSRs are early adopters of any advanced technology catering to
maintain their competitive advantage over others restaurants and to meet their
changing customer needs. Restaurant management software allows FSR owners to
automate their operation, such as table order and kitchen management, which improve
accuracy and ensures fast ordering and checkout processes.

The quick service restaurant (QSR) segment is anticipated to gain traction over the
forecast period. QSR customers are increasingly demanding for multiple channel
experiences, so these restaurants are heavily investing in advanced technologies to
remain ahead in the competition. Benefits offered by restaurant management software
to QSR operators help them automate their business operation. This, in turn, helps in
meeting the changing demands and remain ahead in competition by providing speedy
customer service and reducing the table turnaround time. Hence, QSRs are expected to
remain one of the key end users of the software.

Regional Insights
North America market was valued at USD 628.5 million in 2016. The North America
region held the largest share in the overall market. Food service providers in the region
are early adopters of restaurant management software solutions such as table

3
management, menu management, kitchen management, employee scheduling, recipe
management, and others.

However, Asia Pacific is poised to post the highest CAGR over the forecast period.
Immense growth in the food service sector in countries, such as China and India is due
to favorable demographic conditions and increasing disposable income. Restaurants in
this countries are adopting software technology that allows customers to order and pay
at table using their own smart phones and other devices. Burgeoning adoption of
restaurant management software is likely to stimulate the growth of the regional
market.

Restaurant Management Software Market Share Insights

The global arena has intense competition owing to presence of a large number of
market players. Some of the key players in the market are NCR Corporation;
HotSchedules; Revel Systems Inc.; Touch Bistro; and ShopKeep. The current market
is dominated by companies, which offer POS landscape. However, new entrants with
innovative solutions are challenging the position of these companies.

Vendors are coming out with innovative solutions such as inventory management
tools, staff scheduling, and payroll. Apart from software required to carry out in-house
operations smoothly, there is an emergence of new software or applications in
restaurant ecosystem such as Open Table, which allow diners to remotely book or
reserve their seats in their favorite restaurants; hence, reducing in-store waiting time
during peak hours.

 Software

 Front End Software

 Accounting & Cash Flow
 Purchasing & Inventory Management
 Table & Delivery management
 Employee Payroll & Scheduling
 Others

4
 Deployment

 Cloud
 On premise

 End-users

 FSR (Full Service Restaurant)

o Fine Dine
o Casual Dine
 QSR (Quick Service Restaurant)
 Institutional
 Other
 Regions

 North America
o U.S.
o Canada
 Europe
o Germany
o U.K.
o France
 Asia Pacific
o China
o Japan
o India
 Latin America
o Brazil
o Mexico
 Middle East & Africa

5
1.2 Organization Profile:

POSist Technologies is a leading cloud-based Point of Sale solutions provider. With

the motto of providing “Training Free” and “Easy to Use” scalable solutions, we have
successfully registered a global presence, with more than 5000 customers in over 100
cities and 6 countries. It is the first company to provide a complete online POS
solution for restaurants, which is also internet outage friendly. POSist derives its edge
from being a company focused only towards the food industry. POSist helps all types
of food businesses, from a standalone food outlet to a large food chain, manage
functions like Billing, CRM, Inventory Control, Recipe and Wastage Management,
Centralized Menu Management, Vendor Management and more. Real-time mobile
reporting helps a restaurant owner keep a close watch on their business.
The idea for POSist came up when its founders, Ashish & Sakshi, started hunting for a
software solution to automate their own restaurant but ended up creating one for them.
They believe POSist can change the way restaurants deal with its customers at the
front end, and automate operations at the back end.
POSist is a comprehensive Restaurant Management Platform, as it’s open to
integration and is a seamlessly scalable application. Other business support
applications like Accounting Softwares, CRM, Hotel Suites and even ERP back end
like SAP can be integrated with POSist. Using its APIs, POSist provides better-unified
solutions to the restaurants.

Features:

Billing:
Redefining restaurant billing operations through automation!
Table Billing
Quick and simplified billing process lets the user to process more number of orders in
a short time which increases your operational efficiency.

6
Takeaway & Delivery
Easily process Takeaway and Delivery orders directly from the POS. Consolidate
orders and manage payments all at one place without any hassles.
Online/Mobile Ordering
Accept orders from multiple Online Ordering platforms with ease. Eliminate the
manual effort of calculating orders from various channels.

Table Reservation
Let the customers dine at a seat of their choice by pre-booking their table. Save
customers the trouble of waiting for a table during the rush hours through the Table
Reservation Module.

Feedback Management
Show care to customers by asking for their feedback. Ask for specific feedback based
on the items they ordered, the service, ambiance and other quality factors.

Multi-Currency
Accept customers from all geographies by accepting all types of currencies. Multi-
currency Module also allows the user to expand your restaurant business globally with
ease.

Customer Resource Management (CRM):

Earn strongest customer relationships!

Customer Management
Centrally manage the entire customer database from one place. Segment customer data
based on their ordering history and profile. Understand customer preferences and run
personalized marketing campaigns.

SMS Marketing
Keep the customers updated about the restaurant by sending them regular SMS. Send
targeted promotional SMS to customers based on their ordering history for maximum
engagement and better ROI.

7
Loyalty Program
Create visit-based or amount-based Loyalty Programs based on the outlet type. Cloud-
based, central Loyalty Programs allow easy addition and redemption of points across
outlets.

Cloud Telephony
Don’t miss a single order with the help of integrated Cloud Telephony. Record all call
logs and conversations to keep a track of the Telephonic Orders.

Email Marketing
Increase customer engagement by sending regular emails to the customers. Send
special offers & discounts updates to keep them coming back for more.

Greetings Messages
Show care to customers by sending custom greetings messages on their birthdays &
anniversaries and delight them by generating custom offers for their special day.

Stock & Inventory Management:

Keep a tight control on your inventory and reduce food costs!

Stock In & Stock Out

Keep a tight control on the inventory by tracking the Stock-in and Stock-out everyday.
Tally the Physical Available Stock with the Ideal Stock automatically and eliminate
any discrepancy in Stock.

Central Kitchen
View and manage the requirements of various outlets with the Central Kitchen
Management Module. Control the overall circulation of food from the Base Kitchen to
various outlets with ease.

8
Multi-Store Management
Manage the demand and supply of the stock across all outlets easily. Keep a track of
the requirements, the stock delivered and consumed at each outlet from one place.

Raw Material
Never run out of any item in your restaurant inventory by keeping a clear track of the
stock consumed. Set re-order levels that remind to order more supplies when they
reach a certain level.

Recipe Management
Feed in your recipes into the POS to keep a track of the stock consumed based on the
items ordered. Any update in the recipes is reflected instantly across outlets, thus
ensuring consistency.

Reporting & Analytics:

Take smart data-driven decisions!
Custom Reports
Create custom reports according to preference for easy understanding. View reports on
the basis of items sold, total sales in a day and more.

Graphical Analytics
View descriptive reports through the graphical and tabular representation of data.
Analyze detailed reports to make smart decisions for the restaurant.

Mobile Reporting

View reports of the restaurant business anytime, from anywhere. Keep a track of the
overall sales, settled & unsettled bills, total customer footfall & more.
Offline Reporting
Help in operating the restaurant even in a case of an internet outage. POSist runs
smoothly offline as well and gets automatically synced with the server as soon
connected.

9
 Central Reporting
Easily manage multiple restaurant outlets from one place. View and analyze sales
reports of various outlets and evaluate their performance based on the sales data.
Live Reporting
Eliminate the dependency on Restaurant Manager for reports by viewing them all on
your mobile. Eliminate the scope of data tampering by viewing real-time reports.

Products:

Restaurant POS Software:

 Fine Dining Restaurants

 Casual Dining Restaurants
 Pubs, Bars & Breweries
 QSR POS
 Pizza POS
 Cafe/Coffee POS
 Bakery POS
 Food Truck
 Food Court
 Biryani POS
 Ice Cream POS
 Sweet Shop POS

Ordering and Apps:

 Website Ordering
 Marketing Tool
 Cockpit App
 Feedback Tool
 Mobile Ordering

10
 Delivery App
 Server App

Enterprise:
 Head Office Module
 Base Kitchen Module
 Supply Chain Management
 Franchise Management

POSist Technologies is currently operational and deployable in India, USA, UAE,

Mexico and Singapore.

11
 CHAPTER 2 : LITERATURE REVIEW

POSist Technologies deploy agile model for its software development. AGILE
methodology is a practice that promotes continuous iteration of development and
testing throughout the software development lifecycle of the project. Both
development and testing activities are concurrent unlike the Waterfall model.

The agile software development emphasizes on four core values.

 Individual and team interactions over processes and tools

 Working software over comprehensive documentation
 Customer collaboration over contract negotiation
 Responding to change over following a plan

There are various methods present in agile testing, and those are listed below:

12
Scrum

SCRUM is an agile development method which concentrates specifically on how to

manage tasks within a team-based development environment. Basically, Scrum is
derived from activity that occurs during a rugby match. Scrum believes in empowering
the development team and advocates working in small teams (say- 7 to 9 members). It
consists of three roles, and their responsibilities are explained as follows:

 Scrum Master
o Master is responsible for setting up the team, sprint meeting and
removes obstacles to progress
 Product owner
o The Product Owner creates product backlog, prioritizes the backlog and
is responsible for the delivery of the functionality at each iteration
 Scrum Team
o Team manages its own work and organizes the work to complete the
sprint or cycle

Product Backlog

This is a repository where requirements are tracked with details on the no of

requirements to be completed for each release. It should be maintained and prioritized
by Product Owner, and it should be distributed to the scrum team. Team can also
request for a new requirement addition or modification or deletion

Scrum Practices

Practices are described in detailed:

13
Process flow of Scrum Methodologies:

Process flow of scrum testing is as follows:

 Each iteration of a scrum is known as Sprint

 Product backlog is a list where all details are entered to get end product
 During each Sprint, top items of Product backlog are selected and turned into
Sprint backlog
 Team works on the defined sprint backlog
 Team checks for the daily work
 At the end of the sprint, team delivers product functionality

Extreme Programming (XP)

Extreme Programming technique is very helpful when there is constantly changing

demands or requirements from the customers or when they are not sure about the
functionality of the system. It advocates frequent "releases" of the product in short
development cycles, which inherently improves the productivity of the system and

14
also introduces a checkpoint where any customer requirements can be easily
implemented. The XP develops software keeping customer in the target.

Business requirements are gathered in terms of stories. All those stories are stored in a
place, called the parking lot.

In this type of methodology, releases are based on the shorter cycles called Iterations
with span of 14 days time period. Every iteration includes phases like coding, unit
testing and system testing where at each phase some minor or major functionality will
be built in the application.

Phases of Extreme programming:

There are 6 phases available in Agile XP method, and those are explained as follows:

Planning

 Identification of stakeholders and sponsors

 Infrastructure Requirements
 Security related information and gathering
 Service Level Agreements and its conditions

Analysis

 Capturing of Stories in Parking lot

 Prioritize stories in Parking lot
 Scrubbing of stories for estimation
 Define Iteration SPAN(Time)
 Resource planning for both Development and QA teams

Design

 Break down of tasks

 Test Scenario preparation for each task

15
  Regression Automation Framework

Execution

 Coding
 Unit Testing
 Execution of Manual test scenarios
 Defect Report generation
 Conversion of Manual to Automation regression test cases
 Mid Iteration review
 End of Iteration review

Wrapping

 Small Releases
 Regression Testing
 Demos and reviews
 Develop new stories based on the need
 Process Improvements based on end of iteration review comments

Closure

 Pilot Launch
 Training
 Production Launch
 SLA Guarantee assurance
 Review SOA strategy
 Production Support

There are two storyboards available to track the work on a daily basis, and those are
listed below for reference.

16
  Story Cardboard
o This is a traditional way of collecting all the stories in a board in the
form of stick notes to track daily XP activities. As this manual activity
involves more effort and time, it is better to switch to an online form.
 Online Storyboard
o Online tool Storyboard can be used to store the stories. Several teams
can use it for different purposes.

Crystal Methodologies

Crystal Methodology is based on three concepts

Chartering: Various activities involved in this phase are creating a

development team, performing a preliminary feasibility analysis, developing
an initial plan and fine-tuning the development methodology

Cyclic delivery: The main development phase consists of two or more

delivery cycles, during which the

 Team updates and refines the release plan

 Implements a subset of the requirements through one or more
program test integrate iterations
 Integrated product is delivered to real users
 Review of the project plan and adopted development
methodology

Wrap Up: The activities performed in this phase are deployment into the user
environment, post- deployment reviews and reflections are performed.

17
Dynamic Software Development Method (DSDM)

DSDM is a Rapid Application Development (RAD) approach to software

development and provides an agile project delivery framework. The important aspect
of DSDM is that the users are required to be involved actively, and the teams are given
the power to make decisions. Frequent delivery of product becomes the active focus
with DSDM. The techniques used in DSDM are

 Time Boxing
 MoSCoW Rules
 Prototyping

The DSDM project consists of 7 phases

 Pre-project
 Feasibility Study
 Business Study
 Functional Model Iteration
 Design and build Iteration
 Implementation
 Post-project

Feature Driven Development (FDD)

This method is focused around "designing & building" features. Unlike other agile
methods, FDD describes very specific and short phases of work that has to be
accomplished separately per feature. It includes domain walkthrough, design
inspection, promote to build, code inspection and design. FDD develops product
keeping following things in the target

 Domain object Modeling

 Development by feature
 Component/ Class Ownership

18
  Feature Teams
 Inspections
 Configuration Management
 Regular Builds
 Visibility of progress and results

Lean Software Development

Lean software development method is based on the principle "Just in time

production". It aims at increasing speed of software development and decreasing cost.
Lean development can be summarized in seven steps.

 Optimize the whole

 Agile metrics: Eliminating Waste
 Amplifying learning
 Defer commitment (deciding as late as possible)
 Early delivery
 Empowering the team
 Building Integrity

Metrics that can be collected for effective usage of Agile is:

 Drag Factor
o Effort in hours which do not contribute to sprint goal
o Drag factor can be improved by reducing number of shared resources,
reducing the amount of non-contributing work
o New estimates can be increased by percentage of drag factor -New
estimate = (Old estimate + drag factor)
 Velocity
o Amount of backlog converted to shippable functionality of sprint
 No of Unit Tests added
 Time taken to complete daily build

19
  Bugs detected in an iteration or in previous iterations
 Production defect leakage

Also, for the purpose of requirements gathering use cases and user stories are
deployed extensively at POSist Technologies. A user story is a short description of
something that your customer will do when they come to your website or use your
application/software, focused on the value or result they get from doing this thing.
They are written from the point of view of a person using your website or
application, and written in the language that your customers would use.

A use case is a description of a set of interactions between a system and and one or
more actors (where ‘actor’ can be people, or other systems: for example, both online
shoppers and PayPal can be actors). They are usually created as documents, and
generally include this kind of information:

 use case title

 rationale/description/goal
 actor/user
 preconditions (the things that must have already happened in the system)
 standard path or main success scenario (what will usually happen, described as
a series of steps)
 alternate paths or extensions (variations on the above/edge cases)
 past conditions (what the system will have done by the end of the steps).

20
 CHAPTER 3 : RESEARCH METHODOLOGY

POSist Technologies employs comprehensive and iterative research methodology

focused on minimizing deviance in order to provide the most accurate estimates and
forecast possible. The company utilizes a combination of bottom-up and top-down
approaches for segmenting and estimating quantitative aspects of the market. In
Addition, a recurring theme prevalent across all our research reports is data
triangulation that looks market from three different perspectives.

Preliminary data mining

Raw market data is obtained and collated on a broad front. Data is continuously
filtered to ensure that only validated and authenticated sources are considered. In
addition, data is also mined from a host of reports in our repository, as well as a
number of reputed paid databases. For comprehensive understanding of the market, it
is essential to understand the complete value chain and in order to facilitate this; we
collect data from raw material suppliers, distributors as well as buyers.

Technical issues and trends are obtained from surveys, technical symposia and trade
journals. Technical data is also gathered from intellectual property perspective,
focusing on white space and freedom of movement. Industry dynamics with respect to
drivers, restraints, pricing trends are also gathered. As a result, the material developed
contains a wide range of original data that is then further cross-validated and
authenticated with published sources.

Statistical model
Our market estimates and forecasts are derived through simulation models. A unique
model is created customized for each study. Gathered information for market
dynamics, technology landscape, application development and pricing trends is fed
into the model and analyzed simultaneously. These factors are studied on a
comparative basis, and their impact over the forecast period is quantified with the help
of correlation, regression and time series analysis. Market forecasting is performed via

21
a combination of economic tools, technological analysis, and industry experience and
domain expertise.

Econometric models are generally used for short-term forecasting, while technological
market models are used for long-term forecasting. These are based on an
amalgamation of technology landscape, regulatory frameworks, economic outlook and
business principles. A bottom-up approach to market estimation is preferred, with key
regional markets analyzed as separate entities and integration of data to obtain global
estimates. This is critical for a deep understanding of the industry as well as ensuring
minimal errors. Some of the parameters considered for forecasting include:

• Market drivers and restrains, along with their current and expected impact
•Raw material scenario and supply v/s price trends
•Regulatory scenario and expected developments
• Current capacity and expected capacity additions up to 2025

We assign weights to these parameters and quantify their market impact using
weighted average analysis, to derive an expected market growth rate.

Primary validation
This is the final step in estimating and forecasting for our reports. Exhaustive primary
interviews are conducted, on face to face as well as over the phone to validate our
findings and assumptions used to obtain them. Interviewees are approached from
leading companies across the value chain including suppliers, technology providers,
domain experts and buyers so as to ensure a holistic and unbiased picture of the
market. These interviews are conducted across the globe, with language barriers
overcome with the aid of local staff and interpreters. Primary interviews not only help
in data validation, but also provide critical insights into the market, current business
scenario and future expectations and enhance the quality of our reports. All our
estimates and forecast are verified through exhaustive primary research with Key
Industry Participants (KIPs) which typically include:

• Market leading companies

• Raw material suppliers

22
 • Product distributors
• Buyers
The key objectives of primary research are as follows:

• To validate our data in terms of accuracy and acceptability

• To gain an insight in to the current market and future expectations

Data Collection Matrix

Perspective Primary research Secondary research

Supply side o Manufacturers o Company reports and
o Technology distributors and publications
wholesalers o Government publications
o Independent investigations
o Economic and demographic
data
Demand side o End-user surveys o Case studies
o Consumer surveys o Reference customers
o Mystery shopping

Industry Analysis Matrix

Qualitative analysis Quantitative analysis

o Industry landscape and trends o Market revenue estimates and forecast up
o Market dynamics and key issues to 2025
o Technology landscape o Market revenue estimates and forecasts up
o Market opportunities to 2025, by technology
o Porter’s analysis and PESTEL analysis o Market revenue estimates and forecasts up
o Competitive landscape and component to 2025, by application
benchmarking o Market revenue estimates and forecasts up
o Policy and regulatory scenario to 2025, by type

23
 o Market revenue estimates and forecasts up
to 2025, by component
o Regional market revenue forecasts, by
technology
o Regional market revenue forecasts, by
application
o Regional market revenue forecasts, by
type
o Regional market revenue forecasts, by
component

Market Segmentation for India, USA and Mexico:

U.S.A
o U.S. Restaurant management software Market, by Software
o Front End Software
o Accounting & Cash Flow
o Purchasing & Inventory Management
o Table & Delivery management
o Employee Payroll & Scheduling
o Others
o U.S. Restaurant management software Market, by Deployment
o Cloud
o On Premise
o U.S. Restaurant management software Market, by End-User
o FSR (Full Service Restaurant)
 Fine Dine
 Casual Dine
o QSR (Quick Service Restaurant)
o Institutional
o Others

24
 India
o India Restaurant management software Market, by Software
o Front End Software
o Accounting & Cash Flow
o Purchasing & Inventory Management
o Table & Delivery management
o Employee Payroll & Scheduling
o Others
o India Restaurant management software Market, by Deployment
o Cloud
o On Premise
o India Restaurant management software Market, by End-User
o FSR (Full Service Restaurant)
 Fine Dine
 Casual Dine
o QSR (Quick Service Restaurant)
o Institutional
o Others

Mexico
o Mexico Restaurant management software Market, by Software
o Front End Software
o Accounting & Cash Flow
o Purchasing & Inventory Management
o Table & Delivery management
o Employee Payroll & Scheduling
o Others
o Mexico Restaurant management software Market, by Deployment
o Cloud
o On Premise
o Mexico Restaurant management software Market, by End-User

25
 o FSR (Full Service Restaurant)
 Fine Dine
 Casual Dine
o QSR (Quick Service Restaurant)
o Institutional
o Others

Qualitative research:
Methodologies for qualitative research:
 Interviews
 Focus groups
 Archival research

Focus groups enable you to conduct an intimate Q&A session to determine the
appetite for your concept and learn more about your target market. Here’s how POSist
host a focus group for restaurants in eight steps.

o Set Goals
o Location for the Focus Group.
o Prepare Questions.
o Recruit Participants.
o Collect Demographic Information.
o Hand Out a Release Form.
o Ask Questions.
o Analyze Recording and Findings.

Quantitative research:
Methodologies for quantitative research:
 Experiments
 Polls
 Surveys

26
Surveys allow to gather anonymous feedback from more people with less time and
commitment than a focus group. Here’s how POSist conduct a survey in seven steps.

o Set Goals.
o Collect Demographic Information.
o Use Close-Ended Questions.
o Create the Survey.
o Test Survey.
o Distribute Survey.
o Analyze Responses and Apply Them to Profiles.

27
 CHAPTER 4 : ANALYSIS, TRENDS AND CASES

4.1 Analysis:

SWOT Analysis:

A SWOT analysis must always be included in a restaurant business plan as it helps to

analyze a current situation, and helps prepare for what lies ahead. Create a restaurant
strategy following the SWOT Analysis. Use your strengths to take advantage of the
opportunities at hand and work to eliminate the weaknesses of the restaurant to avoid
potential threats. The ultimate aim of including a SWOT analysis in a restaurant
business plan is to be self-aware of all the advantages and disadvantages of the
business.

Doing a proper SWOT analysis is critical to the success of the restaurant.

28
Strengths

The first thing that is usually mentioned in the SWOT analysis are the strengths of a
restaurant business that are a result of the internal factors. These are the advantages a
business has over other restaurants and give you an edge. While writing down the
strengths in your SWOT analysis, list down all the positive attributes of your
restaurant. These are the factors that would help you generate revenue. For instance,
these can be innovative menu items that are unique to your restaurant, or
perhaps a location that gets a high footfall.

Weaknesses

No matter how well equipped you are to open a restaurant, and you are bound to have
a few weaknesses that are inherent to your business. Instead of living in denial, it is
better to identify them and work to improve them. SWOT analysis comes in handy in
these situations. Your weaknesses are the areas where you are at a disadvantage, have
something missing, or is costing you undue money and making you lose out on
profits. This could be anything; from having an inexperienced staff to having a
limited marketing budget. Even if the weaknesses are not in your control, you can
instead work to compensate for them.

Opportunities

Opportunities are the areas where you see real potential in the restaurant business and
drive more profits. You can identify the opportunities by looking at the actual
possibilities that can increase your restaurant sales. These could be possible trends that
you can catch on early and harness them to attract customers. For instance, there
could be an upcoming shopping complex near your restaurant that would further
get high footfalls.

Threats

Threats are those external factors that can potentially hamper your restaurant business.
You generally do not have control over these factors; however, they must still be very

29
much included in your restaurant business plan as they prepare you for unforeseen
circumstances. There is a risk involved in all types of businesses, and the same is the
case with a restaurant. Hence, you should try to identify the factors that are posing a
threat to your business. The most common risk in the restaurant business is the
high competition in the market. There can be other possible threats as well, such
as a rise in the price of raw materials, or an increase in your property rent.

By properly analyzing all the Strengths, Weaknesses, Opportunities, and Threats that
can impact your business, you can prepare yourself better to run your restaurant
business and make it a raging success!

Now, a detailed SWOT analysis of POS software at POSist is as follows:

Strengths of a POS System

 Reduce Shrinkage - Every modern POS system includes receiving and

inventory functions. Proper use of these functions helps pinpoint the causes of
inventory loss, reduces "out of stock" conditions and makes overall business
management easier.
 Manage Specials - POS systems automate the process of tracking current and
marked down pricing.
 Maintain Control - Many business owners discover that efficiency and
customer service suffer when they're not on site. POS systems give you the
ability to track volume and performance when you're not on the floor or you're
busy with other tasks.
 Improve Efficiency - POS systems allows your staff to tend to revenue
generating tasks such as helping customers.
 Improve Customer Satisfaction - Using a POS system with bar-code scanner
will significantly speed up the check-out process.
 Manage Using Remote Access - Many POS system software packages give
you the ability to manage the system while mobile. Whether you're traveling

30
 between stores or taking a day off, remote access gives you the ability to see
what's going on at the location and take action when needed
 Tracking Sales - A point-of-sale system provides detailed information about
your menu by identifying top sellers and the most profitable menu items.

Weaknesses of a POS System

 Cost of Web Access - The whole point of having a point of sale system is that
it allows you to connect a single register to a larger network of information that
would otherwise be unavailable or inconvenient to access. For this reason,
many businesses decide to go with a web-based system rather than a software-
based system, because it optimizes this aspect of the point of sale system.
However, this additional advantage comes at an additional cost, in that you
will need to pay for Internet access on your registers as well as a monthly fee
to the provider.
 Updates - If you go with a software-based point of sale system, you will need
to continue updating it with new versions from the manufacturer or software
company. In addition to the complications and costs that come with these
updates, you may need to invest in hardware updates as well. These updates
can result in significant continuing costs for something that is supposed to be
an investment that brings long-term returns.
 Security Risks - Customers who use debit cards at your point of sale stations
run the risk of divulging their PINs to other customers. Most systems do take
some measures to hide the keypad, but none of these efforts are perfect.
Additionally, if you have web-based system, you run the usual security and
privacy risks that come with doing business on the Internet. Though most
providers of point of sale stations offer significant security protection, they can
never negate the security risk completely, and the convenience of making your
system widely accessible can come at a certain level of danger.

31
Opportunities of a POS System

 Marketing - POS systems can also track the effectiveness of certain marketing
efforts including reward programs, coupons, vouchers, and more.
 Timely and Accurate Reports - POS systems give you the ability to analyze
sales data. You can measure the effectiveness of pricing or advertising
campaign. You'll know what items need to be ordered and in what quantity.
You can identify high margin items and promote them further. You can easily
calculate daily gross revenue, cost and profit. Historical data analysis helps to
forecast your future needs. It can easily collect customer data (from credit card
transactions) that you can use for targeted advertising and incentive programs.
 Flexible Expansion Options - Most POS system software gives you the ability
to add registers and administration computers. If you have an eye to expansion,
make sure that you can connect the multiple stores via the web or other
connection method. This will allow you to use a single system to manage all
your locations.

Threats to a POS System

 Mature Markets - Mature markets are competitive. In order for a POS system
to grow in a mature market, it has to increase market share, which is difficult
and expensive.
 Outdated POS Systems - Outdated POS systems give other restaurants with
newer systems and advantage. Those with older systems may not have the
control or options that newer system might.
 Adaptability - Though most POS systems are easy to use, a manager/employee
must learn how to use a POS every time they are introduced to a new POS
program, system, or function that they have never had to use before.

32
PESTEL Analysis:

A PESTEL analysis is a framework or tool used by marketers to analyze and monitor

the macro-environmental (external marketing environment) factors that have an
impact on an organization. The result of which is used to identify threats and
weaknesses which is used in a SWOT analysis.

PESTEL stands for:

 P – Political
 E – Economic
 S – Social
 T – Technological
 E – Environmental
 L – Legal

All the external environmental factors (PESTEL factors):

Political Factors
These are all about how and to what degree a government intervenes in the economy.
This can include – government policy, political stability or instability in overseas
markets, foreign trade policy, tax policy, labour law, environmental law, trade
restrictions and so on.
It is clear from the list above that political factors often have an impact on
organisations and how they do business. Organizations need to be able to respond to
the current and anticipated future legislation, and adjust their marketing policy
accordingly.
Economic Factors
Economic factors have a significant impact on how an organisation does business and
also how profitable they are. Factors include – economic growth, interest rates,
exchange rates, inflation, disposable income of consumers and businesses and so on.
These factors can be further broken down into macro-economical and micro-
economical factors. Macro-economical factors deal with the management of demand

33
in any given economy. Governments use interest rate control, taxation policy and
government expenditure as their main mechanisms they use for this.
Micro-economic factors are all about the way people spend their incomes. This has a
large impact on B2C organizations in particular.
Social Factors
Also known as socio-cultural factors, are the areas that involve the shared belief and
attitudes of the population. These factors include – population growth, age
distribution, health consciousness, career attitudes and so on. These factors are of
particular interest as they have a direct effect on how marketers understand customers
and what drives them.
Technological Factors
We all know how fast the technological landscape changes and how this impacts the
way we market our products. Technological factors affect marketing and the
management thereof in three distinct ways:
 New ways of producing goods and services
 New ways of distributing goods and services
 New ways of communicating with target markets
Environmental Factors
These factors have only really come to the forefront in the last fifteen years or so.
They have become important due to the increasing scarcity of raw materials, pollution
targets, doing business as an ethical and sustainable company, carbon footprint targets
set by governments (this is a good example were one factor could be classes as
political and environmental at the same time). These are just some of the issues
marketers are facing within this factor. More and more consumers are demanding that
the products they buy are sourced ethically, and if possible from a sustainable source.
Legal Factors
Legal factors include - health and safety, equal opportunities, advertising standards,
consumer rights and laws, product labelling and product safety. It is clear that
companies need to know what is and what is not legal in order to trade successfully. If
an organization trades globally this becomes a very tricky area to get right as each
country has its own set of rules and regulations.

34
 After you have completed a PESTEL analysis you should be able to use this to help
you identify the strengths and weaknesses for a SWOT analysis.

PESTEL Analysis of a POS Restaurant industry:

Political Factors:

 Political stability and importance of Travel & Leisure sector in the country's economy.
 Risk of military invasion
 Level of corruption - especially levels of regulation in Consumer Services sector.
 Bureaucracy and interference in Travel & Leisure industry by government.
 Legal framework for contract enforcement
 Intellectual property protection
 Trade regulations & tariffs related to Consumer Services
 Favored trading partners
 Anti-trust laws related to Travel & Leisure
 Pricing regulations – Are there any pricing regulatory mechanism for Consumer
Services
 Taxation - tax rates and incentives
 Wage legislation - minimum wage and overtime
 Work week regulations in Travel & Leisure
 Mandatory employee benefits
 Industrial safety regulations in the Consumer Services sector.
 Product labeling and other requirements in Travel & Leisure

Economic Factors:

 Type of economic system in countries of operation – what type of economic system

there is and how stable it is.
 Government intervention in the free market and related Consumer Services
 Exchange rates & stability of host country currency.

35
 Efficiency of financial markets – Does Restaurant Group Plc needs to raise capital in
local market?
 Infrastructure quality in Travel & Leisure industry
 Comparative advantages of host country and Consumer Services sector in the
particular country.
 Skill level of workforce in Travel & Leisure industry.
 Education level in the economy
 Labor costs and productivity in the economy
 Business cycle stage (e.g. prosperity, recession, recovery)
 Economic growth rate
 Discretionary income
 Unemployment rate
 Inflation rate
 Interest rates

Social Factors:

 Demographics and skill level of the population

 Class structure, hierarchy and power structure in the society.
 Education level as well as education standard in the Restaurant Group Plc ’s industry
 Culture (gender roles, social conventions etc.)
 Entrepreneurial spirit and broader nature of the society. Some societies encourage
entrepreneurship while some don’t.
 Attitudes (health, environmental consciousness, etc.)
 Leisure interests

Technological Factors:

 Recent technological developments by competitors

 Technology's impact on product offering

36
 Impact on cost structure in Travel & Leisure industry
 Impact on value chain structure in Consumer Services sector
 Rate of technological diffusion

Environmental Factors:
 Weather
 Climate change
 Laws regulating environment pollution
 Air and water pollution regulations in Travel & Leisure industry
 Recycling
 Waste management in Consumer Services sector
 Attitudes toward “green” or ecological products
 Endangered species
 Attitudes toward and support for renewable energy

Legal Factors:

 Anti-trust law in Travel & Leisure industry and overall in the country.
 Discrimination law
 Copyright, patents / Intellectual property law
 Consumer protection and e-commerce
 Employment law
 Health and safety law
 Data Protection

37
 4.2 Key Findings and Trends:

The global restaurant management software market is projected to reach USD 6.94
billion by 2025, expanding at a CAGR of 14.6% during the forecast period. The
market is likely to witness substantial growth over the forecast period. Technology
disruption in the restaurant industry and soaring need for restaurant specific software
such as billing and payment processing, inventory management, table management,
and menu management are among the key trends stimulating market.

Moreover, growing awareness regarding importance of data analytics solutions in

providing valuable insights to improve day to day operation is poised to provide an up
thrust to the market. Adoption of cloud systems is estimated to experience sharp rise.

The front end software segment holds the largest share in the market in 2016. It is
anticipated to account for over 58.0% of the overall market revenue by 2025. Spiraling
adoption of POS software by restaurant owners for applications such as food ordering,
billing, payment processing, customer interaction, tracking sales, order management
reporting, and marketing is expected to trigger the growth of the market. All these
software solutions help restaurant owners and managers to streamline their business
operation and deliver enhanced customer experience.

Key findings:

 On the basis of deployment, the on premise segment dominated the market in 2016. It
is estimated to generate revenue over USD 4.53 billion by 2025
 The market for table & delivery management is anticipated to witness the highest
CAGR of 17.6% over the forecast period
 The Asia-Pacific market was at the forefront of the global arena in 2016. Flourishing
food service sector and growing adoption of advance technology at restaurants, such
as tablets, iPads, and tableside payments, is expected to augment the regional market

38
 Key players including NCR Corporation; HotSchedules; Revel Systems Inc.; Touch
Bistro; and ShopKeep have a strong foothold in the market.

Trends:
New technology in the restaurant industry has drastically reduced the manual labor
involved and helped in cutting down costs through automation. Operations of most of
the restaurants these days are entirely automated with advanced restaurant automation
system, and new technological innovations are weaved out regularly to make the
restaurant system more comprehensive that will bolster the restaurant sales. Here we
have mentioned the major restaurant technology trends which will have a mark in
2018.

Facial Recognition Payment Technology

We have already witnessed the growth in the payment sector with transactions
becoming cashless and the digitization of the entire payment method. Now, the
restaurant technology is going a step forward and planning to allow you to make a
payment by facial recognition. That indeed seems to be great news! Financial service
developers are about to unleash the facial recognition payment system, allowing
customers to leave their wallets at home. In San Francisco, there is a store where
Amazon Go has introduced this facial recognition mode. In this store, there are
cameras all over, and once you walk inside the store the camera captures you, and
what you need to do is go ahead and get your product and walk out of the store. The
system will automatically deduct the amount of the goods purchased from your
Amazon Wallet. Hence, this would be an utterly staffless store. We predict such
innovative restaurant technology trends coming up in the restaurant sector as well in
2018, where we can walk into any restaurant, order any food and walk out, without
any hassles involved.

39
Self-Service Checkout

While various chains around the world have already implemented this system, it is
expected to make its presence felt in India as a viable restaurant technology trend in
2018. We are to witness self-service order and checkouts. This will help in reducing
wait-time, increase the speed of ordering and payment and will lessen the table
turnover rate. NFC and the wallet payments are coming up a big way. NFC chip
stocked inside credit cards for contactless payments are nothing new. But a slightly
more recent- and admittedly more enticing use of NFC is with your smart phones, or
even your smart watch, as a way to digitize your entire wallet. We are hoping to see
the use of these in the restaurant sector as well, which will automate the whole
payment operation in your restaurant.

Tabletop Technology

Tabletop Technology, such as pads and tablets can be easily mounted to the table. This
will benefit both the customers and the operators. Such technology in restaurants
will enable the customers to view the full menu, order food, play games, sign up
for loyalty programs, post updates and photos on social media and pay their
check. You can integrate these tabletop technologies with the existing POS systems
and can provide data on customer behavior.
In addition to this, there is a growing hope that the restaurant sector will slowly move
from the screens and go all screenless. Voice ordering and voice interface is going to
come up in a big way, where the voice recorders will capture your order and will
generate the KOT which will reach the kitchen. This will reduce the time involved in
the entire process and will increase your table turnover time.

Coravin

The official launch of Coravin by Brindco sales Pvt Ltd has created a hype unlike any
other in the wine world. This is something very new and has created a buzz in the
F&B sector. Coravin, this new restaurant technology trend is the most
transformational and exciting invention for wine lovers all around the world. This new

40
technology in the restaurant industry is a device which helps pour wine without
actually opening the cork of the bottle or damaging it. This enables preservation of
wine for a long time even after you have opened it. Use this technology and pour
wine from the bottle without removing the cork from the bottle.

Delivery Platforms

Delivery platforms have already gained massive popularity and are one of the most
out-there restaurant technology trends in 2018. The year has witnessed a great
demand for various delivery platforms. The revenue in online food delivery segment
amounted to US$7,120m in 2018.

Food tech business is about to take over the traditional restaurants which will
further strengthen partnerships with technologically app-based food delivery
platforms to reach a broader consumer base. This will enable online food delivery
to offer more value to consumers and build a loyal base that comes to their platform to
fulfill their everyday food needs.

Customized Marketing

The next restaurant technology trend to be significant in 2018 is personalized

marketing. The year 2018 is expected to see an upsurge in specially tailored and
customized Offers & Discounts offered to the customers. Offers has always worked
well. But now, running specific offers according to the area and demography has
always been a challenge for large restaurant chains. With the help of Enterprise
Marketing Module, restaurants are now able to run special Marketing
Campaigns at the outlet level. Restaurants can run specific Offers at different
restaurants, depending on what works in that particular region. This high level of
customization allows restaurants to optimize the Marketing Campaigns and generate
better results.

Everyday innovations are happening in the restaurant technology that would further
improve operations and help the restaurants significantly. The year 2018 is also

41
expected to bring out some interesting innovations and restaurant technology trends in
the food and beverage sector.

4.3 Case Studies:

Case Study 1: Amber Food Court, Siliguri

About Amber Food Court

The Amber Food court is located in "Savin Kingdom". Savin Kingdom is one of the
biggest amusement and Water Park in Siliguri located in the heart of the city, near the
Hill Cart Road (Tenzing Norgay Road). Being the only Food Court in the park we
have to handle a great number of customers every day. Our elaborate menu especially
framed to satisfy customers include wide range of North Indian, South Indian, and
tandoori cuisine with verity of appetiser soups & salads. This is actually a fast food
counter and we have to deal with our customer with rapidity and satisfaction. The food
court is divided into two separate parts, but we have only one billing counter. It is
basically a prepaid counter; the customers have to pay the bill before they have their
food. We have over 50+ employees and the increase in customer number leads us to
increase the number. Every day over 1500 bills were created. At the end of the day the
customer's satisfaction is our greatest achievement and every day we are creating more
and more satisfied customers.

Challenges of Amber Food Court

 Being located in the heart of the city, we have to deal with a large number of
customers every day. To maintain the customer pressure at peak time we have
to deal with them with a faster transaction rate. Slower transaction rate is a
barrier between the customer satisfaction and profit.

 We were using manual billing and manual coupon system. Customers used to
pay their bills and we used to make their bills, KOTs and coupons manually.
But at the peak time it is become impossible to maintain such age old
procedure with the increasing customer pressure. At the day end we have a
heap of bills to calculate all them manually.

42
  Decrease transaction time
 Increase footfall
 Fast training of our staffs (We have running business so can't afford more time
to spend on staff's training)
 Fast reporting system
 Increase management
 Customer satisfaction

Solution by POSist Technologies

 We were asked to buy computers, POS printers, and POS software. POSist
also provided us full training about the software.

 Coupon based transaction (customer pays bill and software generates the
coupons at a very fast rate)
 Software also prints KOTs for specific kitchens, separately. We just feed the
items in the software and it prints the KOTs in respective kitchens
automatically. By using this methods transaction time decreases tremendously
 Now we can see the reports whenever we want
 POSist provided a very good, efficient and fast installation and training about
the software
 Restrict the users from viewing the reports and they can concentrate on their
specific jobs
 Above all our customers are very much satisfied with the newly installed
system, now they don't have to wait longer for their Foods

Benefits Derived using POS

With such systems in place, we managed to increase our business, now we have...

 Happy Customers
 Happy Supplier
 Happy Staff
 Increased Margins

43
  Increased staffs and kitchen Management
 Increase Raw materials Management

Case Study 2: Madhulika Happinezz

About Madhulika Happinezz

Established in 1984, Madhulika Sweets is a renowned name Dhanbad. Engaged in

offering premium quality sweets and namkeens. Over the years the company has
maintained this tradition and people have kept coming back for the finest quality
sweets and namkeens. Presently they have four sweet shop around the Dhanbad city
and also started giving franchise sweets stores in and around Dhanbad. They have
excellent infrastructural facilities, cooking utensils, refrigerating machines and other
equipment to prepare a wide variety of sweets and namkeens to keep and maintain
their freshness and purity. Have separate unit for quality control. Madhulika have team
of highly dedicated 150 staff.

Challenges of Madhulika Happinezz

 Increase Business growth

 Fast customer service
 Increase customer satisfaction
 Centralize system control by the Admin
 Up-to-date inventory as per location
 Supplier management
 Theft protection
 Wastage control after daily sale

Madhulika usually aims at an industrial & public location or site with heavy footfall to
generate good profits from fudge. However, when combined with traditional sweets,
the opportunities are more varied. They have huge range of sweets & namkeen items
and also have lots of supplier for raw milk. Management or Owner invests lots of time

44
to maintaining location wise stock, purchase management – payments, sale, party
order delivery etc. That's directly effect on business growth.

Solution by POSist Technologies

 POS Enterprise Edition

 Consultancy & planning
 Integration with add-on hardware
 Service – Support & Training

We provide POS 6 Enterprise Edition for control multi-location. The software have
the each individual sector Purchase of raw material, product recipe, production
consumption and auto update inventory as per sale of Finish products. We introduce
Barcode & weighing scale in warehouse & also in shop for accurate inventory update.
Now process was very simple & useful for user. After finalize the preparation of
sweets & namkeens, they update the stock unit to inventory using production-
consumption entry. Now data is automatically distributed to all location of madhulika.
Now manager of each location know the status of stock for a particular item. So
management can easily track sale & stock with production. Our strong report section
gives lots of reports to management to figure out the business status. Like stock
discrepancy report, production-consumption report, no sale, no stock report,
profitability report etc.

We also advice to buy highly configure SERVER for HO & POS station for each
location and fast internet connection in each location for fasting data transfer. It will
help to fast the billing cycle.

Benefits Derived using POS

 Fast billing process

 Increase profit upto 25%
 Happy Customer
 Happy Staff

45
 REFERENCES

 www.posist.com
 Blogs
 Gartner
 Wikipedia
 www.fernfortuniversity.com
 www.studymoose.com
 www.prnewswire.com

46