ASSIGNMENT 4

ASSIGNMENT SUBMISSION SHEET

Course Code : BAGB3054

Course Title : Service Management

Course Leader : Madam Munira Hj Saaidin

Lecturer : Madam Munira Hj Saaidin

Title of Final Project : Assignment 4 (Industry project based)

Submission Date : 26-11-2021

Group LISHALINI A/P GUNASAGARAN MC210915039

Members :
RENUKA A/P NADUNSEAIYAN MC210915040
SRI SHARVANI NITYAA A/P NADARAJAN MC210914519
SURIASILAN A/L NAGARAJAN MC210915042
THANESH A/L SOMA SUNDRAM MC210915136

i|Page
 ASSIGNMENT 4

ACKNOWLEDGEMENT

We are really gratefull because we managed to complete our project assignment within the
time given by our lecturer Puan Munira Binti Haji Saaidin. This project assignment cannot be
complete without the effort and co-operation from our group members. We also sincerely
thank our client Mr. Aliff Haiqal Bin Azlan, the supervisor of PopMeals for the guidance and
encouragement in finishing this project assignment.

DECLARATION OF PROJECT WORK

We hereby declare that the project work submitted to Puan Munira Binti Haji Saaidin, is a
record of an original work done by our group members under the guidance of Mr. Aliff
Haiqal Bin Azlan the supervisor of PopMeals, and this project work is submitted in the partial
fulfillment of the requirement for the course of Service Management (BAGB3054).

Lecturer’s Signature:

_____________________

ii | P a g e
 ASSIGNMENT 4

TABLE OF CONTENTS

NO. CONTENTS PAGE NO.

1 Assignment Submission Sheet & i

2 Acknowledgement ii
Declaration of Project Work
3 Introduction of The Project 1

4 Background of The Company 2

5 Background of The Client 3

6 Objectives of The Project 4

7 Project Approach to the Company 5–6

8 Literature Review Based on The Project 7–9

9 Data Collection 10 -12

10 Suggestions on Products or Services for The Organization 13 – 14

11 Conclusion 15

12 References 16

13 Appendices 17 - 27
 ASSIGNMENT 4

INTRODUCTION OF THE PROJECT

The ordering process has always been a major element of the restaurant business, and owners
have continually tried to enhance it to create it even more customer-friendly and efficient. As
a consequence, Food & beverage ordering has always shifted. From manual order taking to
QR ordering, has something for everyone.

QR ordering is a self-service system that uses a QR code to help customers to a specific

website in which they may order online for dining. Customers will have to use their handsets
to scan a QR code which is commonly found on restaurant tables. Customers will then be
directed to a website with the detailed menu, along with alluring images and descriptions,
where they may digitally place their orders. QR ordering is both fast and digital, it provides a
useful and reasonable way for your customers to order their foods.

If the restaurant is not packed, the above method is indeed efficiently produce. However, if
the restaurant is crowded, there will be a lot of human error on the part of the waiter, such as
missing order papers, mistakes in jotting down the order, not having a waiter to take the order
from customers, and so on. Therefore, this project proposes a QR Code Ordering System to
address the stated problem. In addition, this system will display an ordered menu list. The
food will be made according to the ordered menu, which will be displayed on the screen.

This guarantees your customers' safety when they enjoy the food at your restaurant, and they
won't have to interact a physical menu or danger spreading a bacteria or viruses. By using this
system, user also can place orders, view and select the store where they really want to place
an order and also make it easier for customers to place orders without long queues. Lastly,
they also can cancel the menu and paying it using online banking. We can learn new norms
by preserving our distance and avoiding touching one other with this method. This system's
method is based on the priority scheduling technique.

1|Page
 ASSIGNMENT 4

BACKGROUND OF POP MEALS COMPANY

Pop Meals is a Malaysia-based digital-first fast service restaurant company. It was the first
Malaysian firm to enroll in Y Combinator's startup accelerator program, originally founded as
Dahmakan by food delivery industry veterans. Pop Meals runs on a full-stack platform,
which allows the company to manage practically every aspect of its operations, including
recipe creation, food manufacturing, technology, outlet operations, and last-mile delivery.

By running a hybrid, dine-in, and delivery-kitchen model, the firm is also able to minimize
costs across all stages of its value chain, resulting in greater value for customers. In
comparison to previous delivery-only services, the hybrid outlet model encourages increased
consumer traffic since it is set up in desirable locations and provides customers additional
contact points, including dine-in and takeout alternatives.

The Pop Meals application and menu boards have the appearance and feel of a Billboard
Music Chart. Pop Meals' meal chart-style menu places the most popular meals at the top,
making it simple for customers to answer the most difficult question of all: "What do I order
today?" It bases its weekly menu on client data, such as food preferences and spending habits,
as well as market research.

Pop Meals is well on its way to driving its menu towards trendy, exciting, drool-worthy
dishes that spark excitement, encapsulating the mission of Pop Meals which is to offer
popular meals at even more popular prices. With the introduction of tempting twists on
favorites like the Golden Salted Egg Butter Chicken, Nasi Kunyit, and Crazy Spicy Mac &
Cheese.

2|Page
 ASSIGNMENT 4

BACKGROUND OF THE CLIENT

Our client name is Mr. Aliff Haiqal Bin Azlan who is promoted as supervisor of PopMeals
Sunway Branch on April 2020. He is 26 years and working with PopMeals organization for 3
years. He also were working with Dahmakan which is known as PopMeals in beginning.

At first he joined as a part time kitchen crew and then he learned and got reward as full time
kitchen crew. As he got a good attitude such as punctual to work or respecting the crew
members, the organization decided to make him as crew leader. He was one of the kind and
helpful crew leader.

As we research and some had some interview with the workers at PopMeals, everyone who
works there love Mr. Aliff Haiqal Bin Azlan attitude and leadership. We also got an
information from the interview session that once the ex-supervisor of PopMeals Sunway
Branch had left the organization, Mr. Aliff Haiqal Bin Azlan got an email from the
organization to be as a supervisor for PopMeals Sunway Branch. He also happily accept the
request. Therefore, there are 6 workers who are working under supervision of him.

3|Page
 ASSIGNMENT 4

OBJECTIVES OF THE PROJECT

The main objective of the project is to change the counter service of the organization by
introducing QR Code Ordering System which is a table service. Pop Meals must set
objectives in order to meet the aims of the business. A business objective needs to be
SMART objectives. SMART is an acronym which stands for specific, measurable,
achievable, relevant and time specific.

Specific

The specific is important in the project plan to come out with the specific targets which the
organization could achieve. The organization should control the speed and efficiency of the
counter service to meet the customer satisfaction and to maintain the growth of the restaurant.

Measurable

The objectives needs to be measured so that the client can see whether it has been achieved.
In this case, the client could measure by evaluating the service time for a customer to place an
order using the QR Code Ordering System. Also should record the number of single-order
customer were served within a minute of placing their order.

Achievable

The objective should be achievable. The project should solve the problem arrived in the
organization which is trouble of controlling the speed and efficiency. The QR Code Ordering
System is one of the best solution to manage the speed and efficiency of serving the
customer.

Relevant

The objectives should be very important to achieve the aims of the business, without making
customer satisfy the organization could not able to make the profit and grow their business.
The QR Code Ordering System could help its profits by attracting and serving more
customers.

Time

The objectives should set with start and finish dates. This project that our team introduce to
the client could get a good outcomes by 5 months’ time frame from the date it has been

4|Page
 ASSIGNMENT 4

introduced in the restaurant. It could be applied to the customer attention by 2 weeks’ time
frame.

PROJECT APPROACH TO THE COMPANY

As the organization having trouble to control the speed and efficiency of counter service, we
have come out with a solution to change the standard operation procedure of the organization
which is counter service to a table service using QR Code Ordering System. We would be
using cloudwaitress.com to create the ordering system for the organizations and to generate
the QR Code we are using qrcode-tiger.com. By the QR Code Ordering System, the
customers would just scan the QR code which is attached on the table to order their food or
drinks. The customers don’t have to wait in a queue to place their order anymore.

Benefits of table service using QR Code Ordering System

1. Get more orders accurately - By allowing customers self-order through their

smartphones, the orders will directly send for preparation by generating the order to the
kitchen and enabling them to order simultaneously. Importantly, order taking will be more
accurate through the QR Code Ordering System instead of placing order to the counter staffs.

2. Instant Menu Updating – When the restaurant has any promotions or new
food/drinks that should need to be added to the menu, usually they would have to wait for
menu reprinting or remind their employees to keep informing every single customer of the
promotion. However, with QR Code Ordering System, any changes on the menu will be
immediately reflected on the customers’ smartphones when they scan the QR Code to place
their order.

3. More Hygienic - In this Covid-19 pandemic, people are paying more attention to
hygiene. If the restaurants are still using printed menus, the waiters have to spend time
sanitizing the menus. By using QR Code Ordering System, customers' smartphones turn into
their digital menu and an order-taking device. Moreover, it also reduces their contact with the
objects and minimizes the spread of germs.

5|Page
 ASSIGNMENT 4

4. Lower Labour Cost, Increased Productivity - Most organizations are stuck in the
cycle of hiring more employees to handle the increasing number of customers, which reduces
their profit as they need to salary to their employees. By using QR Code Ordering System,
the organizations would able to handle higher orders with less staffs. Furthermore, employees
can be redeployed to focus on areas of your operation to increase your restaurant's
productivity.

Service Flow Related to New SOP

The staff will open the door for the customer and The customer will take a seat and order food
welcome the customer with a smile and happily manner using the QR Code Ordering System which is
placed on the table

Once open the website, the new customer should click the The customer will scan the QR code using
guest button and can start ordering their food. her/his smartphone to view the menu and
place the order.

Once done the customer could click the cart

The food that the customer click will be place in the cart, button to edit their order. Then the
therefore before proceeding to place order the customer customer could click the place order button
can add special instruction if needed to place their order.

Once the food is prepared, the chef will hit the bell for
the waitress to collect the food for the customers. In the
tray there will be a printed small note that stated the
table number with food name.
It will automatically generate the order to
kitchen department and the chef could
start preparing the order and also the
organization can view the real time update
in their admin site.

Once the customer had their food, the customer would

Lastly, the customer will leave the
attend to the counter staff to perform the payment using
restaurant happily.
card or cash.

6|Page
 ASSIGNMENT 4

LITERATURE REVIEW BASED ON THE PROJECT

This case concentrated on research that is directly or indirectly related to the project. This
issue is critical for the project's development stages. During this step, the existing system was
analysed and observed. Based on my expertise and observations of restaurants/cafés, we
discovered that restaurant owners struggle to control the speed and efficiency of orders using
counter service. These techniques of accepting orders are time-consuming, and order
redundancy is inevitable.

Introduction

One of the most noticeable drawbacks of barcodes as they were more widely used when that
they could only store 20 alphanumeric characters. Users, on the other hand, desired more
storage space in barcodes, thus Denso Wave Corporation devised a solution after years of
research. A new sort of barcode that has higher storage capacity and is also readable than
earlier barcodes. As a result, the code was given the name Quick Response Code. According
to statistics, QR codes symbolize the same amount of data in a tenth of the space of a regular
barcode. URLs, SMS, contact information, plain text, and videos can all be incorporated into
this two-dimensional matrix.

QR Code Ordering System

The internet is now widely used all around the world. Every day, people use the internet to do
things like chat with family and friends, interact with coworkers, and seek for information,
among other things. People find the internet to be quite useful since it allows them to do
practically anything. The telecommunications and internet industries are quickly expanding.
Some sectors are beginning to incorporate this technology into their operations. This will help
them run their company more efficiently.

7|Page
 ASSIGNMENT 4

Customers can use this ordering system to complete their orders by scanning a QR code. The
system will then use a web-based wireless application to send the orders to the kitchen. On a
computer screen in the kitchen, the customers' orders will be presented. When the dish is
ready to be served, the kitchen staff will update the list. The wait staff will be notified. The
food will then be served to the appropriate table. This method will improve service efficiency
because there won’t be a need for a waitress. 

The advantage of this technique is that the time it takes to take an order has decreased. The
waiters is not required to approach the customers and accept their orders. They also don't
have to return to the kitchen to tell the chef what dish they've ordered. Customers may just
scan the QR code to place an order, and the order will appear in the kitchen. Customers do
not have to wait long for service, even during peak hours like lunch and dinner.

The time it takes to take an order is reduced in both this system and the suggested system.
Customers do not have to wait in both of these systems. They can use the system to place
their own orders. Real-time feedback is likewise not supported by the proposed technology.
Customers must speak directly to the employees if they wish to provide comments.

Online Ordering System

The internet is well-known, and it currently plays a significant part in people's lives. People
use it for a variety of reasons, including communication, education, and employment.
Because consumers currently prefer to buy things online, several businesses have begun to
sell their products online. People also choose to acquire products via the internet since it
provides them with a great deal of convenience.

In order to attract more customers, the restaurant business has begun to use the internet. Some
restaurants have begun to employ an online ordering system to allow consumers to place
orders. When customers place an order through the internet, the data and information is sent
to the restaurant's database. Customers' orders will be displayed on the restaurant's screen as
well.

Customers will appreciate the simplicity of our online ordering system. Customers can use
the internet to find a restaurant that they enjoy. They can look at the restaurant's menu and
place their order through the internet. They have two alternatives for getting their
food, delivery or pick up. If customers choose delivery, the restaurant's delivery person will
deliver the food to the customer's home. Customers who choose pick-up, on the other hand,

8|Page
 ASSIGNMENT 4

can go to the restaurant to pick up their food. Cash or credit card can be used to pay for the
food.

This system's strength is its adaptability. Customers can order food at any time and from any
location. Customers simply need to use a mobile device or a laptop to access the internet and
place their order. They are not required to waste time by entering the restaurant to place their
order. They also don't have to wait in line at the restaurant. The consumer has saved time as a
result of this.

The system's limitation is that not everyone uses the internet. Some senior citizens are unable
to utilize the internet. As a result, they are unable to place their order over the internet. This
system is unable to cater to all customer kinds. Furthermore, this system is internet-based.
Customers are unable to access the website if there is no internet connection or if the service
provider is down for maintenance. This will be beneficial.

This system and the planned system are similar in that they both use the internet to allow
customers to place orders. The distinction between these two systems is that the online
ordering system is utilized to place an order when you are too lazy to eat at a restaurant. The
proposed approach, on the other hand, is implemented when customers place their own orders
as they enter the restaurant.

Summary

Basically, various studies have been conducted on this topic in order to gain a thorough grasp
of the strategy that will be used with the client. Restaurant operators must present their
customers with new and inventive ideas. Restaurant operators must provide something unique
that cannot be found in most eateries on the market. To differentiate their restaurant from the
competition, owners must provide something distinctive to their customers. We can get a
concept of how to govern the restaurant's speed and efficiency utilizing the internet and
application system based on the current situation.

9|Page
 ASSIGNMENT 4

DATA COLLECTION

The information and the research regarding the project to solve the problem faced by the
organization will be collected from:
i. Internet Sources
We have collected information on how to create a QR Code Ordering System. The website
will allow the organization and our team members to create an Ordering System. Customers
will be able to scan the QR code, orders via their device and the code specifies their table
number. Within a few seconds customers will be able to order their dishes.

This application will be use a mobile application for the customers and web application for
the staff of the restaurant. The customers need to use their phone with the application that has
been installed to scan the QR code from the menu. Then, the customers must submit the order
to make a confirmation and it will directly send to the kitchen. The staff at the restaurant can
manage the menu such add a new item, delete the items of the food or update the menu
easily. By using this system, the staff of the restaurant can make a change of the menu easily.
Besides, the ordered menu list also will be view in this system. The staff will prepare the food
based on the ordered menu that will be listed out on the screen.

In the wake of technology, restaurants could boost up their profits by managing their business
efficiently. There are few websites which allow the users to learn to automate operations. For
instance, cloudwaitress is a web where we could manage the restaurant's operations online.
Through the medium of the internet, we could save both time and cost by learning everything
online.

ii. Surveys from other restaurants

10 | P a g e
 ASSIGNMENT 4

We would also compare the differences between customer service in Popmeals and other
restaurants such as Pizza Hut, Nando’s. The comparison could be in Term of communication
service, problem solving method and standard operation procedure that can help to make the
customer service better. Customer service with a good quality includes clean dining area,
accurate bill, easily readable menu, clean, neat and appropriately dressed staff. Customer's
satisfaction upon food taste would be considered too.

This survey could contribute to the development of service approach that helps identify
customer's requirements and secure performance improvement in restaurant service.
Restaurants should continuously monitor and compare their service quality levels with
similar restaurants for the long term sustainability of the business.

iii. About Cloudwaitress

CloudWaitress is a website that combines all of your restaurant's digital needs into a single,
simple solution. You may accept and handle every sort of online order using a single
platform.

Service offer by CloudWaitress:-

Pickup

Order for collection directly in-store either due immediately or at a later time

Delivery

Order delivery to a specific address within your pre-configured rules and zones

11 | P a g e
 ASSIGNMENT 4

Dine-In

Order directly from your table by selecting your table number or scanning the QR code
Reservation

Request a table booking at a later date with e-mail confirmations to keep updated

For our solution, we would be suggesting Pop Meals use the Dine-In feature of this website
to make their work easy and convenient.

Ordering Experience on CloudWaitress

 Order History

Customers that are logged in may quickly view their order history and re-order the same
items.

 Express Checkout

Customers may easily reorder since all of their payment and shipping information is stored
for future orders.

 Guest & Customer Checkout

Customers may check out as guests or log in using their email, Facebook, or Google account.
All customer information, including guests, is tracked for your use by matching their
checkout details.

 Real-Time Order Receipt

When a customer places an order, they are given a unique web URL as their receipt. They
may see real-time changes to their order status as you update it via the management interface.

 Customer E-Mail Receipt

All customers will get an e-mail confirming the placement of their order, as well as a PDF
receipt for their reference.

12 | P a g e
 ASSIGNMENT 4

 QR Code & NFC Ordering

Scan a QR code or press an NFC tag to bring up your website with the table number entered
and ready to order for dine-in orders.

SUGGESTIONS ON PRODUCTS OR SERVICES FOR THE ORGANIZATION

Suggestion on Products
We would suggest Pop Meals to put vending machines out of their restaurant. Nowadays, the
majority of vending machines are located in areas where the majority of people frequent.
They are either put in corridors or in corners where people frequently pass by. In the case of
Pop Meals Restaurant, it is already located in a busy area. So, having vending machines out
of their restaurant, will attract customers to their restaurant and also will gain profit. 

Tips to Attract More Customers

Check that your machine is very well. Lighting is necessary so that customers can see what
you're selling and that the equipment can be seen. Make sure your machine has enough power
to last a long period. Check the items you offer regularly and refill them if they run out.
Regular maintenance can also help to improve the machine's performance, allowing it to
provide superior service. If your machine is in good working order, it will be able to provide
the service that it was designed to provide, and more people will enjoy how quickly it works.
Maintain the cleanliness of your machine at all times.

Best things to sell in vending machines

1. Coffee - If you're in a rush and need caffeine, get a coffee from a vending machine.
When you're in a hurry, it beats standing in a huge queue at your local coffee shop.

13 | P a g e
 ASSIGNMENT 4

There are also cold coffee alternatives, but if you like it hot, your hot coffee will be
provided quickly. It's now easy to grab a drink that will get your day started.
2. Bottled Water - Bottled water is another common product purchased from a vending
machine. In certain vending machines, you may even get sparkling water brands like
Dasani.
3. Energy Drinks - Sometimes we just need a little kick of caffeine to get us through the
rest of the workday. If you don't like coffee, energy drinks can satisfy and may be
purchased in many vending machines. Monster, Red Bull, and Starbucks energy
drinks are just a few examples of popular vending machine items.
4. School Supplies or Office Supplies - A vending machine not only sells food, but
some also sell school supplies. You could come upon a pen, a pencil, and possibly a
notepad. You won't have to go to a convenience shop and stand in line for a single
pen, which is especially useful if you're in a hurry. You can include school or office
supplies that the vending machine can dispense.

Suggestion On Services
We also would like to suggest Pop Meals to improve their restaurant’s service and provide a
featuring or have the quality of a star performer or performers. Every customer who visits to
a restaurant should have a pre-conceived expectation from the restaurant. The food and
service are the essential for delivering an excellent restaurant service to a valuable customer.
Suggestion to improve restaurant services

1. Get the employees trained for an excellent customer service – If a restaurant fails
to provide a reliable customer service it might spoil the name of the restaurant among
the customers. The organizations should be responsible to provide a reliable customer
service by training the employees. Example, the staff should handle and speak to
customer politely.
2. Effective communication among the staffs – The most important skill is
communication and the communication should be effective between the staff such as,
kitchen crew, counter staff, waitress or cleaner. There should be a good
communication which will help to ensure timely service. An effective communication
among the staff also will less down the problems such as short staffing.
3. Get concern of customers complaints – The restaurant’s staff or manager should
always concern of any customer and priority basis. The restaurant’s staff or manager

14 | P a g e
 ASSIGNMENT 4

should always acknowledge customer complaints, respond to customer complaints

immediately, offer freebies as an apologies if there is wrong from restaurant side, and
also persuade feedback from customers and bring changes in it.

When a customer is pleased with the service provided by your restaurant, they are more likely
to tell others about their experience and return. The advantages of having satisfied consumers
are indisputable. Happy customers begin with excellent customer service, and excellent
customer service begins with efficient hiring and training.

CONCLUSION

In conclusion, the restaurant benefits again from QR Code Ordering System since customers
can simply search all of the restaurant's available foods, customize meals to their desires, and
place an order. It could also save their preferred orders because they may repeat them
essentially in the future when they order again. From the viewpoint of the restaurant, they no
longer have to rely on time taking customer orders, worry less about communication
difficulties, and optimize the ordering management workflow.

This is indeed the best method because effective in terms of services. This investment can
quickly be recovered within a few months of being used or even during the first month. If you
implement these modifications immediately, your customers will be pleased and even more
willing to use this in the future because more customer in the firm equals more sales, and
more sales equal more money and higher profit margins.

15 | P a g e
 ASSIGNMENT 4

REFERENCES

1. Unknown. (2021). Popmeals. https://partechpartners.com/companies/popmeals/

2. Restro Gyaan. (n.d.). Effective Strategies To Improve Your Restaurant Service And
Provide A Stellar Guest Experience- A 2021 guide.
https://www.posist.com/restaurant-times/restro-gyaan/ways-to-improve-restaurant-
service.html
3. Caglatrk. (2013). McDonalds. https://www.slideshare.net/caglatrk/mcdonalds-
16299950
4. Unknown. (n.d.). Benefits of using QR Ordering for restaurants.
https://www.imakan.com.sg/benefits-of-using-qr-ordering-for-restaurants
5. Oswald Mhlanga. (2018). Measuring restaurant service quality in East London, South
Africa: A comparison of restaurant customer expectations and perceptions.
https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_8_vol_7_2__2018.pdf
6. Unknown. (n.d.). Yay! Local Restaurant Online Ordering System.
https://yaylocal.com/restaurant-ordering
7. Unknown. (n.d.). Online Ordering & Reservation System.
https://www.cloudwaitress.com/
8. Nur Fatin Hanim Binti Azmi. (2020). Hotel Food Ordering System Using QR Code.
https://myfik.unisza.edu.my/www/fyp/fyp19sem1/report/51681.pdf

16 | P a g e
 ASSIGNMENT 4

APPENDICES

Picture of discussion in Teams Platform

Picture of call with client

17 | P a g e
 ASSIGNMENT 4

Approved Proposal

Course Name: Service Management

Course Code: (BAGB3054)

Group Members

Name of the student: 1. Lishalini A/P Gunasagaran

2. Thanesh A/L Soma Sundram

3. Sri Sharvani Nityaa A/P Nadarajan

4. Renuka Nadunseaiyan

5. Suriasilan A/L Nagarajan

Phone Number : 1. Lishalini A/P Gunasagaran (016-2656189)

2. Thanesh A/L Soma Sundram (011-23135716)

3. Sri Sharvani Nityaa A/P Nadarajan (012-490 2085)

18 | P a g e
 ASSIGNMENT 4

4. Renuka Nadunseaiyan (010-233 3155)

5. Suriasilan A/L Nagarajan(011-2666 2404)

Student Id : 1. Lishalini A/P Gunasagaran (MC210915039)

2. Thanesh A/L Soma Sundram (MC210915136)

3. Sri Sharvani Nityaa A/P Nadarajan (MC210914519)

4. Renuka Nadunseaiyan (MC210915040)

5. Suriasilan A/L Nagarajan (MC210614055)

Email : 1. Lishalini A/P Gunasagaran

(MC210915039@student.unitar.my)

2. Thanesh A/L Soma Sundram

(MC210915136@student.unitar.my)

3. Sri Sharvani Nityaa A/P Nadarajan

(MC210914519@student.unitar.my)

4. Renuka Nadunseaiyan

(MC210915040@student.unitar.my)

5. Suriasilan A/L Nagarajan

(MC210614055@student.unitar.my)

Project Title: Project Proposal

Project-Based Work Starting & Ending Dates: From 5.9.2021 to 20.11.2021

Description

The project will be based on Popmeals organizations which is located at 5, Jalan PJS 11/9,
Bandar Sunway, 47500 Subang Jaya, Selangor. The person who will liaise with us throughout
the project is Mr. Haiqal, the supervisor of Popmeals (Bandar Sunway) branch. Since the
government have loosen up the (Standard operation procedure) SOP for the individual who
complete the both vaccination, there are many customers walking in to the restaurant for
dinning. Therefore, the organization Popmeals, are having trouble to control the speed and

19 | P a g e
 ASSIGNMENT 4

efficiency of counter service. This results the organizations to lose some loyal customer of
Popmeals.

We have a team have come out with a solution to change the standard operation procedure of
the organization which is counter service to a table service using QR Code Ordering System.
In sample, the customer will be ordering the food with the QR Code Ordering System which
is provided on the table using their smartphone and would only attend the counter which
assisted by the staff to make their payment either using cash or card. Therefore, we would be
assisting the organization on technology service area.

The supervisor Mr. Haiqal is also happy with our suggestion and also providing us
information related to their menu to design the QR Code Ordering System. We also will be
providing the flow of service of the organization related to the new Standard Operating
Procedure which is table service.

Data Collection
The information and the research regarding the project to solve the problem faced by the
organization will be collected from:

a. Internet Sources
We have collect information on how to create a QR Code Ordering System. The website will
allow the organization and our team members to create an Ordering System. We also have
collected information on how to generate the QR Code and how to print it to place on the
table.

b. Surveys from other restaurants

We would also compare the differences between technological service in Popmeals and other
restaurants such as Pizza Hut, and Nando’s. This restaurants are also using QR Code
Ordering System to control the speed and efficiency of their organization by reducing counter
service. These both restaurants has been an inspiration for us.

Solution Techniques

20 | P a g e
 ASSIGNMENT 4

As the organization having trouble to control the speed and efficiency of counter service, we
have come out with a solution to change the standard operation procedure of the organization
which is counter service to a table service using QR Code Ordering System. We would be
using cloudwaitress.com to create the ordering system for the organizations and to generate
the QR Code we are using qrcode-tiger.com. By the QR Code Ordering System, the
customers would just scan the QR code which is attached on the table to order their food or
drinks. The customers don’t have to wait in a queue to place their order anymore.

Benefits of table service using QR Code Ordering System

1. Get more orders accurately - By allowing customers self-order through their

smartphones, the orders will directly send for preparation by generating the order to the
kitchen and enabling them to order simultaneously. Importantly, order taking will be more
accurate through the QR Code Ordering System instead of placing order to the counter staffs.

2. Instant Menu Updating – When the restaurant has any promotions or new
food/drinks that should need to be added to the menu, usually they would have to wait for
menu reprinting or remind their employees to keep informing every single customer of the
promotion. However, with QR Code Ordering System, any changes on the menu will be
immediately reflected on the customers’ smartphones when they scan the QR Code to place
their order.

3. More Hygienic - In this Covid-19 pandemic, people are paying more attention to
hygiene. If the restaurants are still using printed menus, the waiters have to spend time
sanitizing the menus. By using QR Code Ordering System, customers' smartphones turn into
their digital menu and an order-taking device. Moreover, it also reduces their contact with the
objects and minimizes the spread of germs.

4. Lower Labor Cost, Increased Productivity - Most organizations are stuck in the
cycle of hiring more employees to handle the increasing number of customers, which reduces
their profit as they need to salary to their employees. By using QR Code Ordering System,
the organizations would able to handle higher orders with less staffs. Furthermore, employees
can be redeployed to focus on areas of your operation to increase your restaurant's
productivity.

21 | P a g e
 ASSIGNMENT 4

Conclusion
Our goal of the project is to help the organization to solve their problem in their organization.
The deadline of the project is on November 15. Mr. Haiqal will be helping us by giving
information related to the restaurants throughout the project.

Approval by Academic Supervisor.

I have read the attached proposal and approved of project-based work as described.

Academic Supervisor : Munira Hj Saaidin Signature :

Date :21/9/2021

Meeting Minutes

MEETING MINUTES (POP MEALS)

Date: 8/9/2021

Time: 8.30p.m. – 9.30p.m.

Place: Microsoft Teams Platform

1. Lishalini A/P Gunasagaran (MC210915039)

2. Thanesh A/L Soma Sundram (MC210915136)

3. Sri Sharvani Nityaa A/P Nadarajan (MC210914519)

Attending: 4. Renuka Nadunseaiyan (MC210915040)

5. Suriasilan A/L Nagarajan (MC210614055)

6. Priya (Crew Leader of Pop Meals Bandar Sunway)

7. Haiqal (Supervisor of Pop Meals Bandar Sunway)

Absent -

22 | P a g e
 ASSIGNMENT 4

1. Proposal Discussion

Discussion: 1. Discussed the problems in pop meals recently and the issues regarding it.

2. Problems that have arrived in the organizations :-

a. The improper ways of handling customer

b. Fail to understand customer
c. Lack of empathy

3. Solution to solve the problem :-

a. Having a test for all the staff to ensure to know their level of understanding
b. Doing surveys and questionnaires on customers related to customer service

Next Meeting: Will be held once lecturer approved the proposal (tbd)

Adjournment: -

MEETING MINUTES (POP MEALS)

Date: 19/9/2021

Time: 8.30p.m. – 9.30p.m.

Place: Whatsapp Platform

1. Lishalini A/P Gunasagaran (MC210915039)

2. Thanesh A/L Soma Sundram (MC210915136)

3. Sri Sharvani Nityaa A/P Nadarajan (MC210914519)

Attending:
4. Renuka Nadunseaiyan (MC210915040)

5. Suriasilan A/L Nagarajan (MC210614055)

6. Haiqal (Supervisor of Pop Meals Bandar Sunway)

Absent -

1. Proposal Discussion
Discussion:
1. Our lecturer is expecting more from us. Such as methods that can be

23 | P a g e
 ASSIGNMENT 4

applied in the organization in real world and which is realistic to be done.

2. An idea to focus on specific problem which is having trouble to control the

speed and efficiency of counter service

3. Solution for the problem that have arrived in the organization is to create
a QR Code Ordering System

4. Besides that, changing the counter service which is inefficiency to table

service using QR Code Ordering System

Decisions:
1. Redo the proposal with new problem and solution which is regarding the
SOP of the organization

2. Creating the QR Code Ordering System and also analysis the flowchart
of table service

3. List down the benefits and solution technique of the QR Code Ordering
System

Action Items:
1. We would be using cloudwaitress.com to create the ordering system for
the organizations and to generate the QR Code we are using qrcode-
tiger.com.

2. Redo proposal by applying the new problem and solution

Next Meeting: 15/10/2021 or 19/10/2021

Adjournment: -

24 | P a g e
 ASSIGNMENT 4

MEETING MINUTES (POP MEALS)

Date: 15/11/2021

Time: 9.30a.m. – 10.30a.m.

Place: Pop Meals Bandar Sunway

1. Lishalini A/P Gunasagaran (MC210915039)

2. Sri Sharvani Nityaa A/P Nadarajan (MC210914519)

Attending:
3. Priya (Crew Leader of Pop Meals Bandar Sunway)

4. Haiqal (Supervisor of Pop Meals Bandar Sunway)

1. Thanesh A/L Soma Sundram (MC210915136)

Absent 2. Renuka Nadunseaiyan (MC210915040)

3. Suriasilan A/L Nagarajan (MC210614055)

1. Project Progress Discussion

Discussion:
1. We as a team have create the system using the Pop Meals Menu and
details

2. Feedback about the system :-

25 | P a g e
 ASSIGNMENT 4

a. Change of font and color

b. Change of background image
c. Change of menu that are no more available in Pop Meals

3. A small suggestion on the product which is an idea of providing vending

machines service to the customer.

4. A discussion on the change of SOP which is counter service to table

service and the flow of service

5. Discussion on printing the QR Code and where to place it and how to

place it
Decisions:
1. The flow of service was accepted by the supervisor

2. The system should be improved more on customer attractive part

3. Print and laminate the QR Code. Place the QR code on top the dine table
at the right corner and also place one more copy at the entrance.
Action Items: 1. We showed the system that we create which in half progress to our client
for feedback.
Next Meeting: TBD
Adjournment: -

MEETING MINUTES (POP MEALS)

Date: 19/11/2021

Time: 9.30a.m. – 10.30a.m.

Place: Pop Meals Bandar Sunway

1. Sri Sharvani Nityaa A/P Nadarajan (MC210914519)

Attending: 2. Priya (Crew Leader of Pop Meals Bandar Sunway)

3. Haiqal (Supervisor of Pop Meals Bandar Sunway)

1. Thanesh A/L Soma Sundram (MC210915136)

2. Renuka Nadunseaiyan (MC210915040)

Absent
3. Suriasilan A/L Nagarajan (MC210614055)

4. Lishalini A/P Gunasagaran (MC210915039)

1. Project Progress Discussion

Discussion:
1. Showed the system that we have completed and the client approved the system

2. Talked regarding the client evaluation form

Decisions:
1. The client evaluation has printed and pass to the client for evaluation and for
stamping the client will email the HQ to stamp the document.

26 | P a g e
 ASSIGNMENT 4

Action Items:
1. Printed and laminated the QR Code. Placed on top the dine table at the right
corner and also placed one more copy at the entrance.

Next Meeting: 25/ 11/ 2021

Adjournment: -

Client Evaluations Form

27 | P a g e