Scenario After you’ve worked for years as a manager at ✓ Solved

After working for years as a manager at one branch of El Encanto, a state-wide chain of Mexican restaurants in Maine, the business has been sold. The new owner has a lot of energy and ideas! They have gone over financials and decided that, because your restaurant is doing the best, you get to lead the group of managers in an exploration of adding a table ordering system to the chain’s restaurants. The new owner has discussed with managers the value in using nonrational aspects of decision making, but understands that the group is used to more rational models. The owner requests that you use clear decision-making models of your choice to propose a decision about the addition of table ordering technology for El Encanto as a whole.

The owner wants you to send an email to the group that includes showing your process of using two different rational decision-making models; additionally, they want you to explain how using a nonrational approach enhances the initial decision. The managers know the new owner is considering adopting different technology options chain-wide, and though they are excited, they are also apprehensive. Not just one decision-making model is perfect for all circumstances, and your email gets to show that flexibility and wisdom. The rational models would have been used under the previous owner and are relatable to the current managers, but the non-rational concepts include aspects that pure data can’t account for.

You will follow the same process for both rational models. First, choose at least two rational decision-making models appropriate to the scenario. Then, make the decision of which models best apply to the decision-making details in the supporting document. Using the tools or framework provided by the decision-making models, make an initial decision. Use a format that makes the most sense for this; different formats (e.g., flowchart, bullets) work better for different models.

You will need to explain your decision-making rationale (process). Finally, you will need to include how irrationality, people, and other considerations change the output of one of the rational decision-making models. The managers are keenly interested in what information was included in the decision-making process and what you deemed extraneous. Make sure to include how you parsed the information into “important” and “not important” categories for both rational decision-making models.

Label each step of both rational decision-making models as you apply them to the scenario. Additionally, clarify what information you are using, or what smaller decision is made in each step. Of particular interest to the managers will be your rationale for decision making and the process you used.

To ensure the managers fully understand your process and decision, include the following: Describe places of convergence and divergence in the processes as well as, perhaps, the final decisions of each rational decision-making model. As needed for clarification, elaborate on the importance of the divergences and which model produced the best choice in your opinion, adopting one or more technologies—or not. Because your new owner believes in taking as many variables into account as possible, amend the initial “rational” decision in some way that shows nonrational decision-making factors were taken into consideration. Some possible enhancements may relate to time, scope, or cost.

While working, closely consider the following: Include whether there is information needed that is not provided, and how that may influence the decision. Include any discrepancies between one or both rational decision-making models and the more flexible nonrational models. Include what aspects you considered that weren’t included in the rational models.

Paper For Above Instructions

Subject: Proposal for Table Ordering System Implementation

Dear Team,

As you are aware, the new ownership has presented an exciting opportunity to lead our restaurants into a new era of technology with the proposed addition of a table ordering system. Understanding the concerns and eagerness among our managers, I have utilized two rational decision-making models to assess the viability of this system and how we can best implement it across our chain.

Rational Decision-Making Model 1: The Seven-Step Process

1. Identify the Problem: We need an efficient way to manage orders and enhance the dining experience through technology.

2. Gather Information: This involves reviewing current operations, customer preferences, technology options available, and potential vendors.

3. Identify Alternatives: The options include various table ordering systems, including handheld devices, mobile apps, or optimized point-of-sale systems.

4. Weigh the Evidence: Evaluate each alternative based on cost, ease of use, customer acceptance, and potential for increasing efficiency.

5. Choose Among Alternatives: After careful consideration, the mobile app option paired with in-restaurant tablets stands out as the most user-friendly and efficient alternative.

6. Implement the Decision: This will require staff training, technology setup, and a phased launch in select restaurants.

7. Review the Decision and Its Consequences: Post-implementation reviews should be scheduled to assess technology performance and gather customer feedback.

Rational Decision-Making Model 2: Cost-Benefit Analysis

1. Identify Costs: Installation costs, ongoing maintenance, and training expenses are calculated.

2. Identify Benefits: Potential increased sales due to improved service and customer satisfaction are projected.

3. Quantify Costs and Benefits: Assign monetary values to all identified costs and estimated revenue increases.

4. Compare Costs and Benefits: The cost-benefit ratio indicates that benefits significantly outweigh the costs, supporting a positive decision.

5. Make a Decision: Adopting the table ordering system appears financially sound based on this analysis.

6. Implement the System: Specific steps for implementation will mirror those identified in the first model.

7. Evaluate the Outcome: Assess the impact on revenue and customer satisfaction after implementation.

Convergence and Divergence of Models

Both models lead to the same conclusion: adopting a table ordering system is favorable. However, the Seven-Step Process focuses heavily on operational readiness, while the Cost-Benefit Analysis emphasizes financial viability. This divergence showcases the multi-faceted considerations needed in our decision.

Integrating Non-Rational Considerations

While both models initially point towards the positive adoption of the new system, it is crucial to incorporate non-rational factors such as restaurant atmosphere, staff morale, and customer experience. Factors such as anxiety over technology changes from staff and customers, potential backlash against a perceived loss of personal service, and the time required for employees to adjust must be addressed. Adjustments like implementing the technology gradually can alleviate apprehension and allow for staff adaptation as well as positioning training sessions to ensure all levels of staff feel confident in utilizing the new systems.

Information Gaps

There are several information gaps that may affect our decision, including the varying preferences of our clientele across different locations. Additionally, customer feedback regarding their experiences with technology in restaurants can provide significant insights but is currently lacking. Understanding these preferences can crucially influence our modification of the decision made through the rational models.

Conclusion

In conclusion, while our rational decision-making models indicate a strong case for adopting a table ordering system, the inclusion of non-rational factors will enhance our ability to introduce this technology seamlessly. I propose a hybrid approach that combines comprehensive staff training, pilot testing in select branches, and customer engagement to ensure the adoption is successful.

Looking forward to discussing this further with all of you!

Best regards,[Your Name]Manager, El Encanto

References

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