Barbeque Nation Hospitality Limited : A case study on how IT innovation changed the

hospitality industry

SECTION B
Group 3

ANURAG GUPTA 230101032

BARNASHREE DAS 230101060
SHASHANK JALAN 230101185
ROHIT PAREEK 230102066
AKANKSHA AGGARWAL 230103017
HANUDEEP CH N S 230103081
SATTWICK DAS 230103205
 EXECUTIVE SUMMARY
Barbeque Nation Hospitality Limited was founded in 2006 by Sajid Dhanani with the vision of offering a
complete dining experience to customers at affordable prices. It started with the aim of providing a unique and
interactive dining experience centered around grilled and barbecued cuisine. Barbeque Nation Hospitality
Limited is a popular chain of restaurants in India known for its buffet-style dining experience, where customers
can enjoy a wide variety of grilled and barbecued dishes at their tables. The restaurant chain pioneered the
concept of live grills embedded under dining tables, allowing customers to grill their own barbecue's right at
their tables. This was a novelty at the time, and it quickly became popular with diners in India. Dhanani was
inspired to start Barbeque Nation after traveling to the United States and experiencing the Brazilian churrasco
style of dining, where customers cook their own meat on skewers over charcoal. He realized that this concept
would be popular in India, where people love to eat barbecue food.

Barbeque Nation was a pioneer in its times. It was one of the very first restaurant chains to have used
information technology and management information systems in its operations. IT is of great importance to
Barbeque Nation's business. The company's IT systems help to improve customer service, reduce costs, and
increase efficiency in a number of ways.

Barbeque Nation uses IT in a variety of ways to improve its business operations, including:

 Online reservations: Customers can make reservations online through Barbeque Nation's website or
mobile app. This makes it easy for customers to book a table, even at peak times.
 Customer relationship management (CRM): Barbeque Nation uses a CRM system to track customer
interactions and preferences. This information is used to improve the customer experience and provide
more targeted marketing campaigns.
 Inventory management: Barbeque Nation uses an inventory management system to track its food and
beverage inventory. This helps to ensure that the restaurant always has enough food on hand to meet
customer demand.
 Point-of-sale (POS) system: Barbeque Nation uses a POS system to process customer orders and
payments. This system also helps to track sales data and generate reports.
 Data analytics: Barbeque Nation uses data analytics to identify trends and patterns in its business data.
This information is used to make better decisions about everything from menu planning to marketing
campaigns.

The following are some specific examples of how Barbeque Nation uses IT in each of its outlets:

• Table management: Barbeque Nation uses an IT system to manage its tables and reservations. This system
helps to ensure that customers are seated quickly and efficiently, and that their tables are ready for them when
they arrive.

• Food preparation: Barbeque Nation uses IT to help with food preparation. For example, the restaurant uses a
computer system to control the temperature of its grills and to ensure that the food is cooked to perfection.

• Order fulfillment: Barbeque Nation uses IT to help with order fulfillment. For example, the restaurant uses a
computer system to track customer orders and to ensure that the food is delivered to the correct tables.

• Customer feedback: Barbeque Nation uses IT to collect and analyze customer feedback. This feedback is used
to improve the restaurant's menu, service, and overall experience.

In addition to these general IT applications, Barbeque Nation also uses IT to support its unique business model.
For example, the restaurant uses a special grill embedded in each table to allow customers to cook their own
food. This grill is controlled by a computer system that ensures that the food is cooked to the customer's liking.

Customer Relationship Management or CRM is of utmost importance to this company. Barbeque Nation uses
CRM (customer relationship management) technology to track customer interactions and preferences. This
information is used to improve the customer experience and provide more targeted marketing campaigns.

For example, Barbeque Nation uses its CRM system to:

  Track customer reservations and preferences, such as dietary restrictions and favorite dishes. This
information can be used to provide a more personalized dining experience.
 Send targeted marketing campaigns to customers, such as birthday discounts or promotions for new
menu items.
 Identify loyal customers and reward them with special offers or discounts.
 Track customer feedback and use it to improve the restaurant's menu, service, and overall experience.

The use of information technology in the hospitality sector is a practical method for gathering, handling,
transferring, and putting to use data. Therefore, through "two-fold tunnels," coordination and information
efficiency reduce transaction costs. Corporate information development encourages corporate network growth,
information processing, and e-commerce, modifies conventional hospitality business models, and speeds up
hospitality industry innovation. Examples of the use of IT in the hospitality industry include property
management systems (PMS), point of sales (POS), customer relationship (CRM), online bookings via mobile
apps, artificial intelligence. It is very interesting to see how Barbeque Nation leveraged the use of technology in
an industry which was very labor heavy at that point of time. The study aims to find the benefits that the
restaurant chain had because of its adoption of information technology and management information systems.
The benefits are in terms of cost, easy customer acquisition and retention, controlling the unique grilling system,
identifying trends, data analytics, setting up pf menus and timely delivery of their food and services.

Objectives
1. Understanding Barbeque Nation’s cutting-edge technology efforts to enhance its delivery network and
resource management, in order to guarantee customer happiness and on-time delivery
2. To analyze the Improvements done in the information system over the years and how it has helped the
restaurant chain to expand and ensure equally good performance in every store.
3. To determine the cost of using the present technologies and the cost-effectiveness of using the present
technologies over traditional methods

Suggestions
1. Implement a more robust property management system (PMS). A PMS can help Barbeque Nation to
manage its operations more efficiently and effectively. This includes tasks such as reservations, guest
check-in/check-out, inventory management, and reporting.
2. Invest in a point-of-sale (POS) system that is integrated with the PMS. This will allow Barbeque
Nation to track sales and inventory more accurately, and to provide guests with a more seamless
experience
3. Use artificial intelligence (AI) to improve customer service and operational efficiency. AI can also be
used to analyze data and identify trends, which can help Barbeque Nation to make better decisions
about its business.
a. Use AI to personalize the dining experience. For example, AI could be used to recommend
dishes to customers based on their past orders and preferences.
b. Use AI to optimize inventory management. For example, AI could be used to predict demand
for different dishes and ingredients. This would help Barbeque Nation to reduce waste and
ensure that it always has the right amount of food on hand.
c. Use IT to improve customer service. For example, Barbeque Nation could use a mobile app to
allow customers to order food and drinks from their tables. Customers could also use the app
to pay their bills and leave feedback.
d. Use IT to improve operational efficiency. For example, Barbeque Nation could use a PMS to
track employee schedules and performance. This would help Barbeque Nation to ensure that it
is always staffed appropriately and that employees are meeting their goals.
INDEX
Section 1 – Introduction
1.1 About Barbeque Nation
1.2 Industry Overview
1.3 Problems faced by Barbeque Nation
1.4 Overview of Barbeque Nation’s Business objectives & IT systems
1.5 Porter's Five Forces Analysis
1.6 Introduction to management information systems
1.7 Types of Management Information Systems
a. Benefits of Management Information System
1.8 Barbeque Nation Management Information Strategy
SECTION 2 – REVIEW OF LITERATURE
2.1 HOW INFORMATION TECHNOLOGY REDUCES THE TRANSACTION
COST IN RETAIL
INDUSTRY: BARBEQUE NATION HOSPITALITY LIMITED EXAMPLE
2.1.1 EFFECTS OF INFORMATION TECHNOLOGY ON TRANSACTION
COST
2.1.2 THE USE OF INFORMATION TECHNOLOGY IN THE HOSPITALITY
INDUSTRY
Brief review
Strong back-end processes in place to ensure smooth operations
2.2.1 Brief Review
Management information systems in Barbeque Nation
2.3.1 Brief Review
Implementation of the LS Software
2.3.1. Benefit of implementing LS Software
2.3.2 Brief Review

Section 3: Research Methodology

3.1 Primary Research

Primary research at Barbeque Nation
3.2 Secondary research

SECTION 4 – RESULT AND DISCUSSION

4.1 Improved multiple location consumption accounting

4.2 Integration of reservation with point of sales or POS
4.3 Use of data warehouse and big data in its daily operations
4.4 Benefits of using the LS Software
SECTION 5 – Conclusions and Suggestions

5.1 Techno-centric
5.2 Dining Habits
5.3 Cost Effectiveness of using MIS and IT
 5.4 Suggestions
SECTION 6 – References
Section 1 – Introduction

1.1 About Barbeque Nation

Barbeque Nation is an Indian hospitality company that was founded in 2006 by Sayaji Hotels Ltd in Bengaluru,
India. Barbeque Nation Hospitality Ltd set up its first restaurant in 2005 in Mumbai (Pali Hill), through its
owner, Sayaji Hotels Ltd. It is the largest casual dining restaurant chain in India, with over 200 outlets in 82
cities across the country, as well as 4 outlets in the UAE, 1 outlet in Malaysia, and 1 outlet in Oman. Barbeque
Nation is known for its unique dining experience, which allows guests to grill their own food at their tables on a
built-in grill. The restaurant offers a wide variety of food options, including both vegetarian and non-vegetarian
dishes. Some of the popular items on the menu include kebabs, tikkas, seafood, vegetables, and desserts. The
company's primary focus is on the concept of live grill dining. Customers can choose from a wide array of
marinated meats, seafood, and vegetables, which they can then grill at their tables. This engaging and social
dining experience has made Barbeque Nation a popular choice for both casual diners and those celebrating
special occasions.

Other food options include:

 Buffet Style: The restaurant typically follows a buffet-style dining format, offering a wide variety of
starters, main courses, and desserts. Customers pay a fixed price for the buffet, which includes unlimited
servings.
 Multiple Cuisine Options: Barbeque Nation serves a diverse range of cuisines, including Indian, Chinese,
and Mediterranean dishes. The menu caters to both vegetarian and non-vegetarian preferences.

The seating tables at Barbeque Nation with their famous grilling machine embedded.
 The buffet arrangement at Barbeque Nation

In addition to its regular menu, Barbeque Nation also hosts food festivals throughout the year, which offer
guests a chance to try different cuisines from around the world. The restaurant also has a private dining area that
can be booked for special occasions.

The company’s revenue for the year 2021-2022 was 1297.5 Crore INR while its profits were 107.1 Crore INR.
The company employes about 7000+ people. Q1 FY24 revenues grew 15.6% sequentially supported by strong
growth in the dine-in and delivery business. Their focus areas for the upcoming year include:

 Barbeque Nation India Dine-In (enhance guest experience, focus on cost optimization, grow digital
assets, upgrade assets)
 Delivery (for their UBQ subsidiary)
 Scale emerging verticals (Toscano and Barbeque Nation International)
 Portfolio Diversification (expand brand portfolio and do acquisitions)

1.2 Industry Overview

The chain casual-dining segment caters to the various needs of consumers by offering different service styles,
cuisines, ambiance, and price points; for example, Sagar Ratna and UBQ by Barbeque Nation with an APC of
INR200–300 cater to value seeking consumers, whereas Barbeque Nation and Mainland China with APC of
INR775–800 cater to experiential consumers, who like to enjoy a sumptuous meal with great ambience. Outlets
like Farzi Café (APC of INR 1,100–1,250) cater to consumers looking to experiment with Indian food in a lively
and eclectic environment.

Casual dining is a blend of fine and fast-food dining, which serves moderately priced food in a more casual and
friendly atmosphere. The key difference between fine and casual dining is the ambience. Casual dining serves in
a friendlier and informal way, whereas fine dining entails a more elegant and formal atmosphere. The chain
casual dining market in India has been flourishing over the last few years. The chain CDR segment represents
the second largest share in the chain food services market in India after QSR. Following an evolution of sorts
over the years, there are currently a few players generating revenue of more than INR500cr in this category.
Exhaustive menus, quality food, high focus on presentation and the presence of specific cuisines or themes are
all features of the CDR segment. The size of the chain casual dining market was INR 134bn in FY20, which is
expected to grow at a healthy CAGR of 18% to INR 302bn by FY25 (contribution to the overall chain food
services market to remain at ~30%). The share of the overall CDR market in the food services sector is expected
to be INR 976bn as of 2022 and the segment is expected grow at a healthy CAGR of 16% to INR 1,607bn by
FY25.

The CDR market is mainly dominated by domestic players and since the chain CDR sector has witnessed high
growth, quite a few new players have entered the market. As a result, the existing players are innovating on a
larger scale than before. Moreover, many successful domestic players like Moti Mahal, Barbeque Nation and
Sagar Ratna have turned their attention to the national and international arena. Competition in the chain CDR
space is based on factors such as price, type of cuisine, quality food, quality of customer service, value, brand
recognition and location of restaurants.

1.3 Problems faced by Barbeque Nation

Barbeque Nation operates in a very competitive industry thriving with competitors with deep pockets. There
are some key problems that the company is facing in this day and age –

 For years, customers have praised Barbeque Nation for their live restaurant experience. However, post
pandemic, with the increase in food deliveries, the restaurant has lost a huge chunk of its customers.
Since e-commerce has made deliveries very convenient and user-friendly for consumers, restaurants
have lost their appeal.
 Barbeque Nation needs to have a good loyalty program in place to attract customers.
  With the launch of UBQ or United Barbeque they have addressed the customers who want food home
delivered, but UBQ does not have any differentiating factor like Barbeque Nation has; so they need to
work on the uniqueness of their home delivery business.
 Changing customer preferences is also a major issue for barbeque nation. For example, more and more
customers are looking for healthy and sustainable food options. Barbeque Nation needs to adapt its
menu and operations to meet these changing needs.

1.4 Overview of Barbeque Nation’s Business objectives & IT systems

Barbeque Nation is a leading Indian hospitality company that has been using information technology (IT)
extensively to manage its business. IT systems play a vital role in the company's operations, from monitoring
guest feedback to integrating and collating different functional areas.

Monitoring Guest Feedback

Barbeque Nation uses a proprietary IT system called Guest Satisfaction Index (GSI) to closely monitor guest
feedback. This system allows the company to collect and analyze feedback from guests on a variety of
parameters, such as food quality, service quality, and overall dining experience. The GSI system is used to
identify areas where the company can improve and to ensure that guests have a positive dining experience. The
GSI system has helped Barbeque Nation to identify areas where it can improve its operations. For example, the
company used the GSI system to identify that guests were not satisfied with the waiting time. The company then
took steps to reduce the waiting time, such as increasing the number of staff and streamlining the ordering
process.

Integration and Collation of Functional Areas

Barbeque Nation's IT systems integrate and collate data from different functional areas, such as sales,
accounting, purchase, inventory, human resource management, and project management. This integration helps
the company to streamline its operations and to make better decisions. For example, the sales data can be used to
track inventory levels and to ensure that the company has enough stock to meet customer demand. The
integration of sales and inventory management systems has helped Barbeque Nation to ensure that it has enough
stock to meet customer demand. For example, the company can use the sales data to track inventory levels and
to predict future demand. This helps the company to avoid stockouts and to ensure that guests have a positive
dining experience.

Monitoring Business Aspects

Barbeque Nation's IT systems are also used to monitor various aspects of the business, such as budget planning,
tracking inventory levels, effective operation of the business, and product allocation to different restaurants of
the brand. This monitoring helps the company to identify potential problems and to take corrective action on
time. Barbeque Nation uses IT systems to develop and track its budgets. This helps the company to ensure that it
is spending its resources efficiently and effectively. For example, the company can use the IT systems to track
the cost of food, labor, and other expenses. This information can then be used to develop and implement budget
cuts, where necessary.

Benefits of Using IT
The use of IT has helped Barbeque Nation to achieve a number of benefits, including:

 Improved efficiency and productivity

 Reduced costs
 Enhanced customer service
 Improved decision-making
 Increased profitability
1.5 Porter's Five Forces Analysis
Threat of New Entrants (Low to Moderate):
Barriers to Entry: The restaurant industry has relatively low barriers to entry, which could encourage new
entrants. However, establishing a brand presence, securing prime locations, and meeting quality standards can
be costly and challenging. Brand Loyalty: Established brands like Barbeque Nation enjoy strong customer
loyalty, making it more difficult for new entrants to attract and retain customers.

Bargaining Power of Suppliers (Moderate):

Diverse Supplier Base: Barbeque Nation likely sources ingredients from various suppliers, reducing the
dependency on a single supplier group. This reduces the supplier's bargaining power. Quality and Freshness:
The restaurant industry requires high-quality and fresh ingredients, which can give suppliers some leverage.
However, competition among suppliers can mitigate this power.

Bargaining Power of Buyers (Moderate to High):

Price Sensitivity: Customers in the restaurant industry, including Barbeque Nation, are often price sensitive.
They have the ability to compare prices and value offerings, putting pressure on pricing strategies. Multiple
Dining Options: Customers have a wide range of dining options, including other restaurants and cuisines, which
increases their bargaining power.

Threat of Substitutes (Moderate):

Substitute Dining Options: The threat of substitutes exists as customers can choose alternative dining options,
including fast food, fine dining, or cooking at home. However, Barbeque Nation's unique interactive dining
experience and buffet offerings may mitigate this threat to some extent.

Competitive Rivalry (High):

Intense Competition: The restaurant industry is highly competitive, with numerous players vying for market
share. Barbeque Nation faces competition from other buffet-style restaurants, grills, and diverse cuisine options.
Innovation: Rivalry is intensified by the need for continuous innovation in menu offerings, service quality, and
dining experience to attract and retain customers. Local Competition: Each Barbeque Nation outlet faces local
competition, and the intensity of rivalry can vary by location based on the local dining landscape.

1.6 Introduction to management information systems

Information technology plays a pivotal role in facilitating the transfer, processing, analysis, and utilization of
crucial business data in the hospitality industry. Its application holds the potential to lead establishments to
success within this competitive sector, enabling them to outperform rivals, collaborate effectively with suppliers,
serve clients efficiently, and adapt to changing market conditions. Moreover, information technology can deliver
substantial advantages in terms of cost management, inventory control, human resource management, and
material resource optimization.

The impact of information technology in the hospitality sector is most prominently evident in five key areas:
information processing, automation of processes, order management, decision-making support, and monitoring
and tracking of operations. This transformation of the industry's landscape has brought about a paradigm shift,
altering the traditional business model and giving rise to innovative e-commerce models. It has also fostered the
convergence of online and offline operations, paving the way for various techniques like mobile internet,
location-based services, online payment solutions, and more, to support the growth and evolution of the
hospitality industry.

Information technology isn't just a tool; it serves as the fundamental catalyst for innovation within the
hospitality sector. Conversely, innovation in management practices, business strategies, and operational patterns
can further enhance the capabilities of information technology. The globalization of enterprises owes much to
information technology, which has notably reduced transaction costs among consumers, businesses,
governments, and economic stakeholders.
The application of information technology in the hospitality industry is instrumental in the efficient collection,
processing, transmission, and utilization of information. This, in turn, creates a dual pathway that minimizes
transaction costs through improved coordination and efficiency. The expansion of enterprise information
systems encourages the development of extensive networks, advanced data processing capabilities, and the
proliferation of e-commerce. Consequently, established hospitality practices are reshaped, and the pace of
innovation within the industry accelerates. Most importantly, the advancement of information technology
significantly reduces the complexity of transactions, lowers trade volumes, enhances market fluidity, encourages
information sharing, and reduces both anticipated and post-transaction costs at a macroeconomic level for the
hospitality sector.

1.7 Types of Management Information Systems

1. Enterprise resource planning (ERP)

ERP is an acronym for enterprise resource planning, which is the integrated management of crucial business
operations, frequently in real-time (ERP). A class of business management software called ERP enables a
company to gather, store, manage, and comprehend data from various business activities. Typically, it consists of
a collection of linked applications. Both on-site and cloud-based ERP systems are available. Due to how simple
it is to access information from any location with Internet access, cloud-based apps have become more popular
in recent years. It is increasingly clear that traditional on-premises ERP solutions are in the past tense. Using
shared databases controlled by a database management system, ERP offers a thorough and constantly updated
view of the most crucial business operations. The status of a company's financial resources, such as cash, raw
materials, and production capacity, as well as its obligations, such as orders, purchase orders, and payroll, are
tracked by ERP systems. The data is shared with the system's applications by a variety of departments, including
those responsible for production, purchasing, sales, accounting, and other functions. ERP manages connections
to external stakeholders and streamlines information flow between all corporate functions. The efficiency of the
organization is increased by the ERP system's integration of various organizational systems and facilitation of
error-free transactions and production. However, creating an ERP system is different from creating a
conventional system. ERP systems typically work on a variety of computer hardware and network
configurations and use a database as an information repository.

2. Customer relationship management (CRM)

Utilizing customer relationship management, a business or other organization can control its relationships with
its clients (CRM). This is frequently achieved by looking at a lot of data and using data analysis. CRM systems
gather data from a variety of sources, such as a company's website, phone, email, live chat, marketing materials,
and more recently, social media. They help businesses increase customer retention and sales by assisting them in
better understanding their target markets and how to best meet their needs. CRM can be applied to existing,
former, or potential customers. CRM is the catch-all term for the standards, guidelines, and practices that a
business uses to communicate with its clients. CRM can be applied to existing, former, or potential customers.
CRM is the catch-all term for the standards, guidelines, and practices that a business uses to communicate with
its clients. All aspects of a company's direct customer interactions are covered by this all-encompassing
relationship, including sales and service operations, forecasting, and studies of consumer trends and behaviors.
CRM can be applied to existing, former, or potential customers. CRM is the catch-all term for the standards,
guidelines, and practices that a business uses to communicate with its clients. All aspects of a company's direct
customer interactions are covered by this all-encompassing relationship, including sales and service operations,
forecasting, and studies of consumer trends and behaviors. The main tenets of CRM include developing and
managing customer relationships through marketing, analyzing relationships as they move through different
stages, managing these relationships at each stage, and realizing that a relationship's value to the company is not
evenly distributed. Businesses might benefit from using a range of technologies to support organizational
architecture, incentive programs, customer structures, and more in order to maximize the impact of their
marketing initiatives. Businesses will gain from recognizing the various CRM phases and treating relationship
interactions as connected transactions. The third CRM element, which determines the profitability of customer
interactions, emphasizes the significance of CRM. A company might be able to allocate different resources and
levels of attention to various types of customers by looking at the specific purchasing behaviors of its customers.

3. Supply chain management (SCM)

Supply chain management is the control of the flow of goods and services between businesses and locations,
including all procedures that turn raw materials into finished goods (SCM). In addition to inventories for both
finished goods and work-in-progress, this can also refer to the movement and storage of raw materials, as well
as the entire order fulfilment process from the point of origin to the point of consumption. Networks, channels,
and node businesses that are interconnected, interrelated, or linked together offer the goods and services that end
users in a supply chain need. "The design, planning, implementation, control, and monitoring of supply chain
activities to create net value, building a competitive infrastructure, utilizing global logistics, synchronizing
supply with demand, and measuring performance globally" is how supply-chain management is defined. SCM
practice heavily integrates industrial engineering, systems engineering, operations management, logistics,
purchasing, information technology, and marketing in order to achieve its goal of an integrated,
multidisciplinary, and multimethod approach. Supply chain management benefits from the use of marketing
channels. The supply chain's resilience is a key idea covered by SCM. The "people dimension" of SCM, moral
quandaries, internal integration, transparency/visibility, and human capital/talent management, according to
some, have not received enough attention on the research agenda thus far. The broad category of tasks known as
SCM includes all the planning, managing, and carrying out necessary to move a product efficiently from raw
materials to production and distribution.

4. Electronic data interchange (EDI)

Electronic data interchange, or EDI, is the practice of exchanging business documents between organizations in
a format that is universally recognized. The simplest definition of EDI is an electronic standard format that
replaces paper-based records like purchase orders or invoices. Businesses can save time and avoid costly
mistakes brought on by manual processing by automating paper-based transactions. Data is transferred directly
from one organization's computer application to another organization's computer application during EDI
transactions. EDI standards define the organization and hierarchy of information within a document format. As
opposed to taking hours, days, or even weeks as it would with paper documents or other methods, data sharing
can now be done automatically.

5. Decision support system (DSS)

A decision support system is an information system that facilitates business or organizational decision-making
(DSS). DSSs help people make decisions about problems that are difficult to predict and that may change
quickly, such as unstructured and semi-structured decision problems. They are typically employed at the
organizational levels of management, operations, and planning (typically mid and higher management).
Decision-making processes can be fully automated, run by people, or a combination of the two. DSSs include
information-based systems. An efficient decision support system (DSS) is a software-based interactive tool that
enables decision makers to compile pertinent information from a variety of sources, including unstructured data,
documents, personal experience, and business models, in order to identify problems, find solutions, and make
decisions. An information gathering and presentation tool for decisions might gather and show data like the
following: inventories of information assets, such as cubes, data warehouses, data marts, relational data sources,
and legacy data sources, along with anticipated revenue figures based on projections of expected profits from
sales.

6. Radio frequency identification (RFID)

Radio-frequency identification (RFID) uses electromagnetic fields to automatically identify and track tags that
are attached to objects. An RFID system consists of a radio transmitter, receiver, and a tiny radio transponder.
When a nearby RFID reader device emits an electromagnetic interrogation pulse, the tag responds by
transmitting digital data, typically an inventory identification number, back to the reader. Use this number to
keep track of inventory items. Passive tags are powered by the radio wave energy that the RFID reader uses to
interrogate them. Active tags can be read by an RFID reader from a distance of up to hundreds of meters away
because they are battery powered. RFID tags are used in numerous industries. For instance, it is feasible to track
the progress of an automobile along the assembly line using an RFID tag that is attached during manufacturing.
Similar to how pharmaceuticals can be tracked as they move through warehouses thanks to RFID tags.
Additionally, the implantation of RFID microchips in pets and livestock enables precise animal identification.
Tags can be used by stores to expedite checkout and prevent employee and patron theft.

7. Block chain technology

The most notable advancement in recent years among the most well-known problems is block chain technology.
Technology has significantly altered people's way of life in some areas due to its extraordinary impact on
numerous businesses or industries, and what it is currently capable of doing will continue to have a significant
impact in numerous locations. There is still a need to monitor the trends of its usage in the e-commerce industry,
even though the features of block chain technologies may advance as more dependable and convenient services.
Peer-to-peer networks and the distributed consensus algorithm are combined with the block chain, a multi-field
infrastructure construction that integrates and coordinates mathematics, cryptography, algorithm, and economic
model, to solve the widely dispersed traditional problems. The public ledger of all digital events and
transactions carried out and shared among participating parties makes up the majority of this block chain
technology's distributed database of records. Additionally, each transaction is validated in the public ledger by
agreement of the majority of users of the system. Therefore, a verified set of records of each and every
transaction made are present in the block chain.

1.7 A. Benefits of Management Information System

The advantages of employing an MIS for management and the entire firm are as follows:

Improving data accuracy:

A firm needs correct data because it influences strategic decisions. MIS is a technology that provides the precise
data that a firm requires. To improve the effectiveness and efficiency of administrative functions, the system
automatically analyses incoming data. Furthermore, using internet technologies, you may rapidly obtain the
necessary data in the system.

Facilitate coordination:

This system also provides information services for planning, observing, and exerting administrative control.
Data can be used by other departments or departments in need of the information produced. Information
technology also makes it easier for managers to delegate tasks to others. Departments can also coordinate
quickly without needing to physically meet.

Enhancing human resource quality:

What does an executive management information system involve? It goes without saying that having quick and
accurate access to information will affect how effectively the company uses its human resources. Whether they
like it or not, HR who use this system will need to change how they do their jobs to keep up with new
technological developments. It goes without saying that the caliber of your resources will have an impact on the
future success of your business development. Utilize only the HR applications that you are familiar with and
reliable with.

Lower operational costs:

This strategy will reduce human error if MIS has been successful for your company. The current human
resources' productivity will increase with the fewest errors possible. These circumstances also unquestionably
reduce the costs associated with running the business.

Provide more consumer information:

With more knowledge of the needs of the customer, management is better able to improve customer service and
develop more effective marketing and promotional initiatives. A management information system is essential for
any small business owner who is serious about improving the performance of his company. Without an efficient
MIS, managers make management decisions based on trial and error rather than thoughtful data analysis.

1.9 Barbeque Nation Management Information Strategy

Barbeque Nation employs a Management Information System (MIS) strategy aimed at cost optimization. This
strategy focuses on efficiently managing resources, reducing waste, and making informed decisions to control
and minimize operational costs.
Menu Engineering: The MIS system supports menu engineering by analyzing the cost and profitability of each
menu item. It factors in ingredient costs, preparation time, and customer demand. This analysis helps in
optimizing the menu by promoting high-margin dishes and eliminating or modifying low-margin ones.

Cost Analysis: The MIS generates cost analysis reports, including food costs, labor costs, and overhead
expenses. Managers can closely monitor these costs to identify areas where efficiencies can be improved, or
expenses reduced.

Pricing Strategies: The MIS system supports data-driven pricing strategies. It analyzes pricing elasticity,
competitor pricing, and customer preferences to set optimal price points that maximize revenue while remaining
competitive.

Budgeting and Forecasting: The MIS system facilitates budgeting and financial forecasting. By creating
accurate financial projections, the restaurant can set realistic cost-saving targets and monitor progress toward
achieving them.

Data-Driven Decision-Making: Overall, Barbeque Nation's MIS strategy promotes data-driven decision-
making. It provides managers with timely, accurate, and relevant information that empowers them to make
informed choices to optimize costs without compromising quality or customer satisfaction.

By leveraging technology and data analytics, Barbeque Nation can continuously identify cost-saving
opportunities, improve resource allocation, and enhance overall cost efficiency while maintaining the quality of
its dining experience.

SECTION 2 – REVIEW OF LITERATURE

2.1 HOW INFORMATION TECHNOLOGY REDUCES THE TRANSACTION COST IN
HOSPITALITY INDUSTRY: BARBEQUE NATION HOSPITALITY LIMITED EXAMPLE

2.1.1 EFFECTS OF INFORMATION TECHNOLOGY ON TRANSACTION COST

Information efficiency and information coordination are the two categories into which Dewitt and Jones (2001)
categorised the impact of information technology on transactions. The use of information technology may
increase the effectiveness of gathering, transporting, disposing of, and utilising corporate information while also
saving time and money, according to the efficiency impact. The coordination effect occurs when this technology
is used to collect knowledge and facilitate information exchange across organisational boundaries. This effect
can improve company communication and cross-border exchanges in addition to cost savings in production and
coordination.

On the one hand, information technology can reduce transaction costs effectively. The cost of search,
assessment, and monitoring that are associated to a transaction were decreased by the electrical network
between the organisations. Meanwhile, five different roles can be played by information technology in an
organisation:

 Auxiliary production
 Supervision and performance evaluation
 Decision support
 Transaction disposal
 Record and communication

It is typically more appealing to employ information technology widely than to be hierarchical. It can
significantly reduce the cost of commodity distribution, negotiation, and decision-making, improving
transactional efficiency.

Information technology, on the other hand, can assist in lowering transaction costs. Using this tactic, businesses
can meddle with internal operations and put barriers in the way of customer conversion. As a result, many kinds
of strategic alliances, online groups, and virtual businesses develop often. The cost of information flows can be
represented by three indexes (information integration, information sharing, and classified index), which can
decrease the likelihood of information distortion, shorten the supply chain, and save money on transaction costs
outside the company, according to research from Gang Fu (2008) and others.

2.1.2 THE USE OF INFORMATION TECHNOLOGY IN THE HOSPITALITY INDUSTRY

Information technology (IT) is rapidly transforming the restaurant business industry. IT is enabling restaurants
to improve their efficiency, profitability, and customer service. It is also enabling them to reach new customers
and expand their markets.

Some specific ways in which IT is being used by restaurants in India:

 Online ordering and delivery: Food delivery apps like Zomato and Swiggy have revolutionized the way
Indians dine. Customers can now order food from their favorite restaurants with just a few taps on their
smartphones. This has made it easier and more convenient for people to enjoy restaurant food,
especially in busy metropolitan cities.
 Table reservations: Many restaurants in India now allow customers to make reservations online through
their websites or social media pages. This helps restaurants to manage their bookings more efficiently
and reduce wait times for customers.
 Customer relationship management (CRM): CRM software is being used by restaurants to track
customer interactions, preferences, and feedback. This information can be used to personalize the
customer experience and offer targeted promotions.
 Point-of-sale (POS) systems: POS systems are increasingly being used by restaurants to manage their
orders, payments, and inventory. This helps restaurants to streamline their operations and improve
efficiency.
 Kitchen management systems: Kitchen management systems (KMS) help restaurants to automate their
kitchen operations, track food preparation times, and reduce waste. This can lead to significant cost
savings and improved profitability.
 Food safety: IT can also be used to improve food safety in restaurants. For example, temperature
sensors can be used to monitor the temperature of food at all stages of preparation and storage. This
helps to ensure that food is safe to consume.

In addition to these specific applications, IT is also being used by restaurants in India to improve their marketing
and branding efforts. For example, restaurants are using social media to connect with customers, promote their
offerings, and collect feedback. They are also using search engine optimization (SEO) to improve their visibility
in online search results.

2.1.3 Brief review

Barbeque Nation Hospitality Limited has demonstrated a commendable utilization of information technology in
the restaurant industry. Their tech-savvy approach enhances customer experiences by streamlining reservations,
ordering, and feedback collection through user-friendly mobile apps and web platforms. Moreover, they employ
data analytics to tailor menu offerings and promotions, ensuring a personalized dining experience. The
implementation of point-of-sale systems and kitchen automation further optimizes operational efficiency.
Additionally, their robust cybersecurity measures safeguard customer data and maintain trust. Overall, Barbeque
Nation's strategic embrace of information technology has not only modernized their services but also solidified
their position as a tech-forward player in the hospitality sector.

2.2 Strong back-end processes in place to ensure smooth operations

The company has developed a strong back-end network over the past 16 years. BNHL focuses on customer
reviews and feedback and uses two cloud-based systems, i.e., the Central Reservation System (CRS) and the
Central Feedback System (CFS), to collect essential customer data. Barbeque Nation restaurants use an in-house
call center to obtain customer feedback and initiate a quick response based on the data collected. CRS is
connected to its CRS agents, smartphone application, web-based app and in-restaurant POS reservation system.
This synchronized system allows the company to track all reservations for BBQN restaurants centrally, with all
interconnected booking systems feeding the central cloud database. CFS allows quick customer response from
multiple media at any time of the day. It has integrated ‘Business Insights’ (in-house business intelligence
software), which allows it to track restaurant-wise data (operational and financial) for Barbeque Nation
restaurants at a granular level.

A strong feedback system, MIS, which monitors store-level profitability on a daily basis and a remuneration
system strongly linked to performance have not only resulted in improved brand equity but also an attractive
return profile. The performance of each restaurant is reviewed using various KPIs, including customers served
per day, average per cover, table turns, covers, raw material costs, staff costs and customer feedback. The
financial performance is also reviewed based on gross margins, restaurant-level profitability and corporate-level
profitability. The operational indicators of best-performing restaurants are analyzed, and the best practices are
shared with other restaurants. BNHL also places a strong emphasis on customer reviews and feedback. It has a
in-house department to gather feedback daily across multiple satisfaction parameters for its internal Guest
Satisfaction Index (GSI). The results determined by GSI play an important role in the management and staff
incentive schemes. Based on the management’s several years of experience and regular customer feedback, it
carefully designs and adjust its menus. It aims to inculcate a service-oriented mindset in all its staff and train
them to be attentive to customer needs. Business Insights has a direct interface with their enterprise resource
planning system for Barbeque Nation restaurants, which is designed to handle and streamline the complex
workings of their financials, inventory, warehousing, sales, purchases and manufacturing and enhance the ability
to predict trends and business data through advanced detailed reporting.

BNHL’s strong back-end systems help in selecting restaurant locations, as they are carefully chosen by a
dedicated internal team. The company has been successful in opening BBQN restaurants in popular business
districts, neighborhoods and local markets without typically paying high-street premium rentals. BBQN
restaurant locations are chosen with the objective of keeping their rent to potential revenue ratio low.

2.2.1 Brief Review

Barbeque Nation Hospitality Limited (BNHL) has certainly established a robust and sophisticated back-end
network over its 16-year journey. Their dedication to enhancing customer experiences through technology is
evident. The utilization of cloud-based systems like the Central Reservation System (CRS) and the Central
Feedback System (CFS) is a testament to their commitment to collecting and leveraging crucial customer data
effectively. The synchronized integration of CRS across various platforms, including smartphone apps, web-
based apps, and in-restaurant POS systems, offers centralized reservation tracking, optimizing efficiency. CFS,
with its 'Business Insights' component, provides a comprehensive view of restaurant operations and financial
data, aiding in data-driven decision-making. BNHL's emphasis on customer feedback is impressive, with an
internal Guest Satisfaction Index (GSI) department gathering daily feedback to shape menus and motivate staff.
The connection between Business Insights and their enterprise resource planning system streamlines financial
and operational aspects, enhancing predictive capabilities. Furthermore, their strategic approach to restaurant
location selection, focusing on cost-effectiveness, showcases their shrewd business acumen. Overall, BNHL's
strong back-end systems, customer-centric approach, and data-driven decision-making contribute significantly
to their continued success in the hospitality industry.

2.3 Management information systems in Barbeque Nation

MIS is required in the daily operations for Barbeque Nation Hospitality Ltd. for a number of reasons, including:
Managing a single order across multiple kitchens: Barbeque Nation restaurants have multiple kitchens, such as
the grill kitchen, the tandoor kitchen, and the dessert kitchen. An MIS can help to ensure that a single order is
managed efficiently across all of these kitchens. For example, the MIS can be used to track the status of each
order and to ensure that all of the items in an order are served to the guest at the required time. Extensive offers
and schemes specifically for the hospitality industry: Barbeque Nation offers a variety of offers and schemes to
its customers, such as discounts for groups and special promotions on certain days of the week. An MIS can
help Barbeque Nation to manage these offers and schemes effectively. For example, MIS can be used to track
the number of customers who have redeemed each offer and to identify which offers are most popular. It can
also help in developing offers for loyal and special customers. It can also help in curating offers according to the
customer’s special day like birthday or anniversary. Linking table reservation to POS: Barbeque Nation allows
customers to reserve tables in advance. An MIS can be used to link the table reservation system to the point-of-
sale (POS) system. This integration allows Barbeque Nation to track which customers have reserved tables and
to ensure that they are seated promptly upon arrival. Data replication and consolidation in an environment where
restaurants are geographically spread across India: Barbeque Nation has restaurants all over India. An MIS can
be used to replicate and consolidate data from all these restaurants. This consolidation allows Barbeque Nation
to get a holistic view of its business and to make informed decisions about its operations. For example,
Barbeque Nation can use the MIS to track sales trends across all of its restaurants and to identify which
restaurants are performing well and which restaurants need improvement.

2.3.1 Brief Review

The implementation of Management Information Systems (MIS) is pivotal in the daily operations of Barbeque
Nation Hospitality Ltd. Their multi-kitchen setup, featuring grill, tandoor, and dessert kitchens, benefits
immensely from MIS's ability to efficiently manage orders, ensuring timely service to guests. Moreover, in a
dynamic hospitality landscape, MIS aids in orchestrating a wide array of offers and promotions. By tracking
offer redemption rates and customer preferences, it empowers Barbeque Nation to tailor enticing deals for loyal
patrons, including personalized offers for special occasions like birthdays and anniversaries. Additionally, MIS
facilitates the seamless integration of table reservations with the point-of-sale system, streamlining customer
seating. Furthermore, in a geographically dispersed network of restaurants, MIS plays a crucial role in data
replication and consolidation, enabling comprehensive business insights and informed decision-making. This
comprehensive approach underscores the significance of MIS in Barbeque Nation's operations.

2.4 Implementation of the LS Software

Barbeque Nation has set up 1-2 POS machines in each of their restaurants. LS Central for restaurants
and Microsoft Dynamics ERP provide a single integrated system for a wholesome overview of the
business. The statutory and localization requirements are taken care of in a user-friendly way and
hence reporting is quick, online, and reliable. The biggest challenge at Barbeque Nation was tracking
consumption and wastage of material across all kitchens in a single restaurant. This requirement has
been addressed through the implementation of LS Central for restaurants. LS Central is a unified retail
management system (POS + ERP) that helps retailers manage their operations efficiently from head
office to POS terminals. It's built on Microsoft Dynamics 365 Business Central and is primarily for
the retail and hospitality industry. Since the implementation of LS Central for restaurants and
Microsoft Dynamics ERP, they have been very pleased with the performance. The software is noted
for its high degree of flexibility in configuration and its user-friendly interface, particularly for entry-
level staff. The availability of defining account schedules and Inventory Analysis Reports according to
the user's preferences provides a robust analytical tool. The software is considered highly economical
and does not require significant hardware resources. The option to define custom reports is found to
be exceptionally beneficial. Throughout the implementation process, DVS partner EBT was
appreciated for their responsiveness and proactivity. Their understanding of the requirements was
thorough, and they efficiently and promptly made the necessary adjustments to align with the business
requirements.
2.4.1. Benefit of implementing LS Software

The implementation of LS Central for Restaurants and Microsoft Dynamics ERP brought about a
significant transformation in the operations of Barbeque Nation. One of the pivotal aspects that were
addressed was the introduction of key functionalities aimed at enhancing efficiency, accuracy, and
overall performance within the restaurant chain.
2.4.2 Brief Review

Barbeque Nation has implemented a sophisticated technology solution to enhance its restaurant operations. They
have deployed 1-2 POS machines in each restaurant, and LS Central for restaurants, integrated with Microsoft
Dynamics ERP, provides a comprehensive overview of their business. This system efficiently manages statutory
and localization requirements, ensuring quick, reliable online reporting. A key challenge for Barbeque Nation
was tracking material consumption and wastage across multiple kitchens within a single restaurant, a problem
successfully addressed by LS Central. Since implementing LS Central and Microsoft Dynamics ERP, Barbeque
Nation has experienced significant performance improvements. The software's flexibility, user-friendly
interface, and customizable reporting options have greatly benefited both entry-level staff and management.
Notably, the system is cost-effective and minimizes hardware resource requirements. Barbeque Nation praised
their partner, DVS partner EBT, for their responsiveness and proactive approach during the implementation
process. Overall, the implementation of LS Central for Restaurants and Microsoft Dynamics ERP has
transformed Barbeque Nation's operations, introducing key functionalities to enhance efficiency, accuracy, and
overall performance across their restaurant chain.

Section 3: Research Methodology

Within their own walls, businesses have used business process reengineering, ERP, and SaaS to develop quick,
affordable, and precise transaction processing systems. The decision was made to conduct both primary and
secondary research in order to gather the required data and to better understand the company's data and
operations. The use of both qualitative and quantitative data was another goal of ours. We were able to gain
insight into the company's current operations and its pain points because both types of data are valuable on their
own. Qualitative data is crucial because it will allow us to comprehend the company's current situation and
operations and to make recommendations based on the research. We decided to conduct interviews and gather
data in order to collect primary data. We made the choice to browse the corporate website and published articles
in order to gather secondary data.

3.1 Primary Research

Data gathered directly from sources is considered primary research. This indicates that the researcher either
conducts the study independently or hires a data collection company to do it for them. By conducting primary
research, you avoid using pre-existing data samples and instead go right to the source. This kind of research is
particularly pertinent when the information gathered must be particular to the context.

Primary research at Barbeque Nation

Barbeque Nation employees were contacted in primary research to learn more about the company's information
system while they were working in different locations. In order to gain insight into the information technology
that Barbeque Nation is currently using and will be using in the future for operations, we spoke with a manager
who works for Barbeque Nation in India. Through our interview with him, he provided us with clear
information about the business, how the most recent technological advancements are assisting them in growing
their sales and revenue, how they intend to continue to expand their market, and how they are utilising rapid
technology to deliver the product and service more quickly. We also conducted primary research using
observations. We looked at how the company's sales and revenue are related to the adoption of newer
technology. We also looked at the types of customers and the frequency of sales to gain insight into how to
improve the system. The manager gave us an overview of how things are done at the restaurant and the kitchen.
We also learned a little bit about the various systems employed in the restaurant and how Barbeque Nation's
employees' overall experience could be enhanced, both of which would enable them to scale their business
operations even further.

3.2 Secondary research

The research technique known as secondary or desk research makes use of data that has already been collected.
To improve the overall effectiveness of research, existing data is compiled and summarised. Research that has
already been published in research reports and other similar documents is considered secondary research. These
documents may be made available through online resources, public libraries, surveys that have already been
completed, etc. Some governmental and non-governmental organisations also keep data that can be retrieved
and used for research. Secondary research is much more affordable than primary research because it uses data
that is already available, as opposed to primary research, which collects data from organisations or businesses
directly or through the use of a third party.
Secondary Research at Barbeque Nation
To learn about the various strategies and management information systems used by competitors to improve
operations and streamline the process, secondary research is being carried out by analysing competitor websites
and information from the company's own website. We were able to learn about additional product choices that
were included in their offering. Additionally, we were able to determine the company's potential for growth and
examined the various information system options that might be used to support that growth. This made it crystal
clear to us how to proceed with the plan and the system implementation procedure as well.

QUALITATIVE DATA
Information that cannot be measured, counted, or simply expressed in terms of numbers is referred to as
qualitative data. Data visualisation tools like word clouds, concept maps, graph databases, timelines, and
infographics are used to share information that has been gathered from text, audio, and visual sources.

QUANTITATIVE DATA
Quantitative data is information that is expressed as counts or numbers, each of which has a specific numerical
value. Data is any quantifiable information that can be used by researchers for statistical analysis and
mathematical computations so that they can derive practical conclusions. Quantitative information provides
answers to queries like "How many?" "How often?" and "How much?" Mathematical methods can be used to
easily verify and evaluate this data.

Both Qualitative and Quantitative data are being collected for analysing the prevalent situation to suggest
improvements for the business.

Quantitative Data: To analyze the current state of Barbeque Nation, quantitative data can be collected on the
following:

 Number of operational capabilities of the business

 Capacity of the kitchen and dining area
 Customer demand for various food items
 Future projections of the company's storage and retail capacity can be made using this data.
 The quantitative information collected can also be used to determine the required service level, such as
the number of customers that can be served per hour or the average time it takes to prepare a meal.
 This information can also be used to help select the necessary software and subscription plan.

Qualitative Data: Future requirements can be planned using employee interviews, observations from various
websites, data analysis from competitors, and observations from the company.

 Employee interviews can be used to identify the company's pain points and areas for improvement.
 Observations from various websites can be used to learn about the latest trends in the hospitality
industry and how other restaurants are using technology to improve their operations.
 Data analysis from competitors can be used to identify their strengths and weaknesses, and to learn
from their best practices.
 Observations from the company can be used to understand the current workflow and to identify
opportunities for improvement.

By collecting and analyzing both quantitative and qualitative data, Barbeque Nation can gain a deep
understanding of its current state and identify areas for improvement. This information can then be used to
develop a plan for future growth and success.
 SECTION 4 – RESULT AND DISCUSSION
The examination of Barbeque Nation Hospitality Limited's utilization of MIS in their day-to-day operations
reveals a positive impact. It has significantly boosted their sales revenue, enhanced customer retention, and
elevated overall customer satisfaction. The key driver of customer happiness lies in comprehending customer
dining behaviours and preferences, tailoring messages to their specific needs. While some may question the
extent of customer tracking and ordering and booking logging, it proves to be a valuable strategy, allowing
Barbeque Nation to gain insights into the market and forge personalized connections with patrons. In essence,
Barbeque Nation's MIS excels in leveraging consumer data to create more relevant and engaging
communications, setting them apart from competitors in the industry.

4.1 Improved multiple location consumption accounting

Barbeque Nation Hospitality Limited encountered a significant operational challenge in efficiently monitoring
material consumption and wastage across the multiple kitchens within a single restaurant. Initially, all
consumption data was lumped into a single account, which made it arduous to discern specific usage patterns
within individual kitchens. This issue was effectively addressed with the introduction of LS Central for
Restaurants, which provided a tailored solution. Account mapping was meticulously established for each
restaurant location, resulting in the segregation of the accounting impact for consumption (negative adjustment)
of items. This customization allowed for precise tracking and accounting of consumption within distinct account
categories for each location, even within the same restaurant. Essentially, each kitchen within a restaurant was
treated as a separate location, offering a more detailed and insightful perspective on consumption patterns. This
strategic implementation revolutionized Barbeque Nation's ability to manage and optimize its kitchen operations
efficiently.

4.2 Integration of reservation with point of sales or POS

Barbeque Nation Hospitality Limited recognized the paramount importance of enhancing customer experiences
and optimizing front-of-house operations. To achieve this goal, they strategically integrated their reservation
systems with the Point of Sale (POS) module, creating a seamless connection that significantly improved the
efficiency of their restaurant operations. This integration allowed POS users, including cashiers and captains, to
access real-time reservation status directly at their terminals. Whenever a reservation was made for a specific
table, the cashier or captain received instant notifications on their POS screen. Upon logging into the POS
system, they were greeted with a user-friendly dashboard that displayed an overview of all tables, indicating
which ones had reservations and which ones did not. This innovative feature empowered the restaurant staff to
allocate tables with precision, thereby reducing waiting times for guests and elevating the overall quality of
service. Barbeque Nation's commitment to enhancing the dining experience by integrating technology
seamlessly into their front-of-house operations exemplifies their dedication to providing top-notch customer
service.

4.3 Use of data warehouse and big data in its daily operations
Barbeque Nation, a prominent restaurant chain in India renowned for its all-you-can-eat grilled buffet, harnesses
the power of data warehouses and big data to enhance its operational efficiency, profitability, and customer
service. One of its key applications involves customer segmentation and targeted marketing, using data
warehouses to categorize customers based on demographics and dining preferences. This information fuels
personalized promotions and offers, optimizing the customer experience.

Menu optimization is another area where big data plays a pivotal role. By analyzing customer preferences,
Barbeque Nation identifies popular dishes and fine-tunes its menu to ensure it aligns with customer demands.
Additionally, the company uses data warehouses for inventory management, ensuring adequate food and
beverage supplies to meet customer requirements while minimizing wastage. Food safety is paramount, and
Barbeque Nation employs big data to monitor food temperatures throughout the preparation and storage
processes, ensuring safe consumption. Fraud detection is also part of their data-driven approach, identifying and
preventing fraudulent transactions.

Moreover, Barbeque Nation utilizes data warehouses and big data to analyze customer feedback
comprehensively. This valuable input helps the company pinpoint areas for improvement, ultimately enhancing
the overall dining experience. As a prime example of personalized service, their CRM system tracks customer
interactions, preferences, and feedback, enabling staff to create memorable experiences, such as celebrating
special occasions with extra care. By leveraging data-driven insights, Barbeque Nation has solidified its position
as one of India's most successful restaurant chains, significantly elevating efficiency, profitability, and customer
satisfaction.

4.4 Benefits of using the LS Software

Barbeque Nation strategically implemented customized systems and solutions to optimize various aspects of
their restaurant operations. Firstly, they devised a tailored replenishment system that ensured a smooth inventory
flow while minimizing the risk of stockouts. This system utilized intelligent algorithms to generate timely
purchase orders based on individual inventory levels at each location. By proactively managing replenishment,
they maintained a seamless supply chain, ultimately enhancing customer satisfaction by preventing disruptions
in service. Barbeque Nation's multi-kitchen setup presented unique coordination challenges, which were
effectively addressed through LS Central for Restaurants. By customizing this solution, they streamlined meal
planning across multiple kitchens within a single restaurant. The head chef could centrally plan the day's menu,
which was then seamlessly distributed to each kitchen based on specific recipes and requirements. This
synchronization improved kitchen coordination, reduced bottlenecks, and optimized food preparation processes.
Additionally, Barbeque Nation's diverse geographic presence required a flexible approach to purchase pricing.
LS Central for Restaurants allowed them to define purchase prices at both vendor and item levels, with
customization to set prices based on vendors and locations. This ensured accurate cost calculations and vendor-
specific pricing, simplifying procurement management. These strategic solutions exemplify Barbeque Nation's
commitment to efficiency and excellence in the restaurant industry.

SECTION 5 – Conclusions and Suggestions

5.1 Techno-centric
The innovator of live grilling in India, Barbeque Nation, has been pushing the boundaries of what it means to be
a tech-centric business. To become a high-tech innovator, it has changed its priorities and tactics. The company
uses data warehouses, big data, and other technologies to improve its efficiency, profitability, and customer
service. In an era where tech-centric businesses are gaining prominence, Barbeque Nation has adapted its
priorities and strategies to emerge as an innovative force in the restaurant sector. This transformation
underscores their commitment to providing cutting-edge customer experiences and operational excellence,
ultimately setting them apart from their competitors. In a market that's fiercely competitive, Barbeque Nation is
positioning itself as a tech-savvy innovator, much like Walmart's approach in the retail sector. By investing
significantly in technology and start-ups, they are embracing a forward-looking ethos that ensures they remain at
the forefront of the industry. Barbeque Nation's tech-driven initiatives enable them to maintain a strong market
presence and deliver value to their customers and shareholders alike.

5.2 Dining Habits

Barbeque Nation has profoundly transformed the dining landscape in India through its innovative and
immersive culinary experiences. This restaurant chain has pioneered the concept of live grilling at the table,
allowing diners to take charge of their dining experience. This interactive cooking style, coupled with an all-
you-can-eat buffet, has redefined dining by offering patrons a blend of engagement, variety, and customization
like never before. Furthermore, Barbeque Nation's tech-driven initiatives have introduced novel conveniences.
They utilize data warehouses, big data analytics, and customer segmentation to personalize offerings, ensuring
that each guest enjoys a tailored dining experience. The integration of technology into their daily operations has
streamlined processes, optimizing efficiency, and providing real-time feedback mechanisms. The restaurant's
commitment to evolving its menu, service quality, and ambiance keeps them at the forefront of culinary
innovation. Barbeque Nation's innovative approach has undoubtedly raised the bar for dining in India, setting a
precedent for interactive, personalized, and tech-enhanced experiences that resonate with diners and have
revolutionized the way Indians perceive dining out.
 5.3 Cost Effectiveness of using MIS and IT
The cost of implementing LS Central in Barbeque Nation Hospitality depends on a number of factors,
like the size and complexity of the business, the specific features and functionality required, and the
level of customization needed. However, as a general guide, the estimated payment would be between
$100,000 and $500,000 for a full implementation, including hardware, software, training, and support.
Here is a breakdown of some of the key costs involved:

 Software: The LS Central software license fee will vary depending on the number of users
and the specific features and functionality required. The payment for a company like BNHL is
expected to be between $10,000 and $50,000 for a typical implementation.
 Hardware: New hardware needs to be purchased to run LS Central, including servers,
workstations, and networking equipment. The cost of hardware will vary depending on the
specific needs, but the expected payment can be between $20,000 and $50,000 for a typical
implementation.
 Implementation: The cost of implementation will vary depending on the size and complexity
of the business, as well as the level of customization required. For a company like BHNL,
they can expect to pay between $20,000 and $100,000 for a typical implementation.
 Training: Training needs to be provided to the staff on how to use LS Central. The cost of
training will vary depending on the number of users and the specific features and
functionality they need to be trained on. However, the company can expect to pay between
$5,000 and $10,000 for a typical implementation.
 Support: the company needs to purchase LS Central support from a qualified partner. The cost
of support will vary depending on the level of support required. However, the company can
expect to pay between $5,000 and $10,000 per year for a typical support contract.
In addition to the above costs, the company may also need to factor in the cost of data migration,
business process reengineering, and change management. Overall, the cost of implementing LS
Central in Barbeque Nation Hospitality will be a significant investment. However, the long-term
benefits of LS Central, such as improved efficiency, reduced costs, and increased sales, can outweigh
the initial investment.
Even though the one-time cost of implementing an integrated system is high, it ultimately results in
reducing the cost in the longer run. It automates tasks and takes care of bookings and online orders
without the need of employing a separate team for it. It also helps in optimizing resources and reduce
wastes. Another important area is the customer relationship management. The software helps in
curating special offers relative to the customer and help in sending out push messages informing them
about offers and ongoing special menus.
5.4 SUGGESTIONS
1. Implement a more robust performance management system (PMS)

A PMS can help Barbeque Nation to manage its operations more efficiently and effectively in a number of ways,
including:

 Reservations: A PMS can help Barbeque Nation to streamline its reservation process and reduce the
risk of overbooking.
 Guest check-in/check-out: A PMS can help Barbeque Nation to automate the guest check-in/check-out
process, making it faster and more efficient for both guests and staff.
 Inventory management: A PMS can help Barbeque Nation to track its inventory levels and ensure that
it always has the necessary supplies on hand.
  Reporting: A PMS can generate comprehensive reports that can help Barbeque Nation to track its
performance and identify areas for improvement.

Barbeque Nation could implement a more robust PMS by selecting a system that is designed specifically for the
restaurant industry. The system should be easy to use and should integrate with Barbeque Nation's other
systems, such as its POS system.

2. Invest in a point-of-sale (POS) system that is intricately integrated with the PMS

An integrated POS system can help Barbeque Nation to track sales and inventory more accurately, and to
provide guests with a more seamless experience. For example, an integrated POS system could allow guests to
pay for their meals directly from their tables. This would reduce wait times and improve the overall customer
experience. When selecting a POS system, Barbeque Nation should ensure that it is integrated with the PMS
that it has chosen. This will ensure that data flows seamlessly between the two systems, eliminating the need
for manual data entry.

3. Use artificial intelligence (AI) to improve customer service and operational efficiency

AI can be used to improve customer service and operational efficiency in a number of ways at Barbeque
Nation, including:

 Personalizing the dining experience: AI could be used to recommend dishes to customers based on
their past orders and preferences. This would help to create a more personalized and memorable
dining experience for guests.
 Optimizing inventory management: AI could be used to predict demand for different dishes and
ingredients. This would help Barbeque Nation to reduce waste and ensure that it always has the right
amount of food on hand.
 Improving customer service: AI could be used to develop chatbots that can answer customer
questions and provide support 24/7. Barbeque Nation could also use AI to develop a mobile app that
allows customers to order food and drinks from their tables, pay their bills, and leave feedback.
 Improving operational efficiency: AI could be used to track employee schedules and performance. This
would help Barbeque Nation to ensure that it is always staffed appropriately and that employees are
meeting their goals.

Barbeque Nation could implement AI by partnering with a company that specializes in AI-powered solutions for
the restaurant industry. The company could help Barbeque Nation to identify the specific areas where AI can be
used to improve its business and develop customized solutions to meet its needs. In addition to the
suggestions you have provided, Barbeque Nation could also consider using AI to improve its marketing and
advertising efforts. For example, AI could be used to create targeted ads that are more likely to resonate with
potential customers. Barbeque Nation could also use AI to analyse customer data and identify trends. This
information could then be used to develop more effective marketing campaigns. Overall, AI has the potential to
transform the way that Barbeque Nation operates its business. By implementing AI solutions, Barbeque Nation
can improve customer service, operational efficiency, and profitability.
 SECTION 6 - REFERANCES
o https://www.nuvamawealth.com/research/stock-specific-reports-1/barbeque-nation-
hospitality-ltd--long-term-recommendation-4f62a6
o https://www.nuvamawealth.com/ewwebimages/WebFiles/Research/2bd7beb6-5c2d-46b4-
9963-5aa71a2afe18.pdf
o https://www.barbequenation.com/about-us
o https://www.barbequenation.com/sites/default/files/2023-08/BBQN
%20Q1%20FY24%20Earnings%20Presentation.pdf
o https://www.barbequenation.com/sites/default/files/2023-08/BBQN
%20Q1%20FY24%20Results%20Press%20Release.pdf
o https://www.barbequenation.com/sites/default/files/2023-07/Intimation%20of%20Board
%20Meeting-Q1FY24.pdf
o https://www.icra.in/Rationale/ShowRationaleReport/?Id=113920
o https://www.lsretail.com/customers/barbeque-nation
o https://www.jetir.org/papers/JETIR2202293.pdf
o https://www.shiksha.com/online-courses/articles/management-information-systems/

CONTRIBUTIONS
Akanksha Aggarwal – Executive Summary
Anurag Gupta and Sattwick Das– Introduction
Rohit Pareek and Hanudeep Ch N S – Review of literature
Hanudeep Ch NS and Shashank Jalan – Research methodology
Barnashree Das – Result and Discussion
Sattwick Das and Barnashree Das – Conclusion and Suggestions