Case study: Selamat Makan– managing your business through a crisis.

Selamat Makan (SM) is a small restaurant chain

specialized in Indonesian food and serves a large
group of customers who would like to enjoy
high-quality Indonesian cuisine. The owners of
SM made a conscious choice not to invest in food
delivery to preserve the authenticity of their
restaurant experience. However, 2020 has been a challenging year for SM because of the
COVID-19 crisis. During this challenging period, the owners of SM made many difficult
decisions to ensure business profitability. The most difficult decision was to engage in food
delivery and takeout. However, in contrast to the owners' expectations, SM's customers were
very pleased, and profits were almost at the same level as before the COVID-19 crisis. Now
that the vaccine is on its way to the public, the owners are wondering how to prepare for 2021?

Based on recent experiences, SM's current sit-down dining might be inadequate to satisfy
current and future customer demands and might be extended through delivery and takeout. Yet,
the current business processes within SM are insufficient. For example, the current ordering
system is inadequate for this change because customers cannot order online. Your team is in
charge of analyzing the requirements, determining the scope of the new online ordering system,
and developing and implementing a plan to deliver the required online-ordering system.

After the first brainstorming session, the owners made it clear that they do not wish to use
UberEats or any other external online platform due to their high costs. The owners also
indicated that the online ordering system should allow customers to create and save a customer
profile, in which customers can save their information, including delivery and billing addresses,
credit card information, and the ability to highlight favorite items on the menu. Hopefully, this
possibility will increase the number of orders that customers will make. The owners also
mentioned that some of their direct competitors were integrating their online ordering system
with their social media accounts, but the owners did not know if this is a real opportunity for
their business profitability. To your surprise, they do not have any social media accounts next
to "Copains d'Avant" that one of the owners created a long time ago to connect with high school
alumni.

1
SM's owners are Tjalie Budi and Annisa Fitri, who have indicated that they will make staff
available to your project team if questions arise. Their staff at the main restaurant includes Anja
Budi (main chef), Bas Fitri (waiter), and Nur Indah (waiter). They are open to creating an
online ordering system but are afraid of the anticipated increase in workload. Tjalie and Annisa
have indicated that you may consult with any of them throughout the project. The main
restaurant also houses their accountant, Lucas Fajar. Lucas is not in favor of this project because
the COVID-19 period created a budget deficit that does not allow additional expenses. The
owners also suggested that you might want to meet with the customers for ideas about how the
online ordering system might best serve their needs.

Your team is currently brainstorming about developing a written charter that includes the scope
and the different activities needed to complete this project successfully. To determine the
different milestones to be included within the written charter, one of your team members
remembered the project life-cycle distinguishing between four distinct phases:
conceptualization, planning, execution, and termination. A few seconds later, the team member
develops a first draft about the activities needed that might be used while drafting the written
charter.

Conceptualization Planning Execution Terminiation

•Identify key •Develop and •Direct and •Deliver the scope

stakeholders refine scope, manage project •Document
•Develop project quality, schedule, work lessons learned
objectives and and costs •Monitor progress •Release project
constraints •Risk and control team
•Determine management and changes •Close project
necessary communication •Manage risks and
resources plan stakeholder
(people, money, engagement
time)