Proposed Unified

Retail Management
System for the
Improvement of
Business Operations
of Grace in a Cup
Sampaloc Manila
Branch
ALDRIAN A. CABRERA
2020-61017
MEM-Construction Management
ORGANIZATIONAL
BACKGROUND
Organizational Background
 Grace in a Cup was first opened by Patricia Macapagal, an HRM graduate from the
College of Saint Benilde. Their first branch was established at Quezon City in 2017.
 Company History Grace in a Cup is a food service specializing in healthy milk tea. The concept is
inspired mainly by Asia’s unique culture of tea drinking – which in many Asian
countries, is an important part of a ceremony in entertaining customers, that reflects
a sign of respect and value for the guests but unlike the usual milk tea chains that
focus on just promoting their drinks, their aim is to promote the essence of their
products by sharing God’s word by adding bible verses with each cup. Even their staff
is encouraged to interact and talk to their customers, giving them guidance and
listening to their problems. Grace in a Cup tea drinks are guaranteed made from
100% freshly brewed loose-leaf teas of high quality, made exciting by different
flavors and mixes for a fun and healthier lifestyle.

 And due to its success, they expanded to different places around Metro Manila. The Intramuros Manila branch
of Grace in a Cup was opened by young entrepreneurs JP Avelino and Judeiel Carpon last January 2018.
 Grace in a Cup Sampaloc Manila Branch was established in March 15, 2020, located at 877 Carola Street.,
Sampaloc, Manila. It was franchised by Graceline Monique. She went to the main branch located at Quezon
City and paid the cost of 200,000 php to franchise Grace in a Cup. She offered the product according to the
standard of the main branch and started with only two employees.
 All Grace in a Cup products come at student-friendly prices. Made with ingredients from Taiwan, their drinks –
from their milk teas to their fruit juices and specialty drinks – are good quality alternatives that are able to
compete with chain store variants. Another good thing about these drinks is that they can be personalized for
any target market. You can customize your sugar level, milk and add-ons in case you’re diabetic, lactose-
intolerant or health conscious.
Organizational Background
 Mission & Vision  Grace in a Cup is a company focused on providing the best milk tea & tea-based
drinks on the market at the same time sharing the word of God to our customers
through our products. We aim to bring the milk tea experience closer to each home
and to provide customers with a one of a kind tea experience by ensuring that we use
only the best & freshest ingredients in the making of our drinks and lead the joy of
healthy living and teachings of our lord through tea to the hearts of Filipinos.

 Store Location  The Grace in a Cup Sampaloc Manila store is located on 877 Carola Street., Sampaloc, Manila.

STORE

STORE
Organizational Background
 Organizational
Chart and

 Work Description Staff Roles and responsibilities

Executive Board The brand owners and executives of Grace in a Cup

Branch Owner Owner of the specific store branch
Branch Manager In charge of overall management of the store
Barista Preparing milk tea and other drinks; Cooking of ingredients
Helper Assists Barista in the preparation of drinks; Cooking of ingredients
Waiter In charge in table works and assisting customers
Cashier In charge in financial works
Security Security responsibilities
Organizational Background
Services
 Strengths and  Free delivery service (nearby locations)
Features of the  Online order service (Lalamove, Food Panda. And Grab Food)
Company  Always offer new product innovation

 Discount and Promos

 Does not require its customer to have a specific number of orders

 It’s a customer-oriented store

 Pricing Power

 Social media accounts

Tools and Facilities

 Wifi

 The store is accessible since it is located near the main highway (España Boulevard)

 Chill Ambiance / Music

 Comfort room

 Air-condition Store
NATURE OF
BUSINESS
Nature of Business

Food Service Company (Milktea, Drink and Beverages)

BUSINESS
OPERATIONS
Business Operations
The Grace in a Cup Sampaloc Manila Branch has been operating for 8 months and relies through the following processes

 Main Operations such as administrative works, monitoring, managing and marketing of the store and its products. To discuss further in
layman’s term this includes the following:

• Branch Manager manage and oversee the overall business operations of the store;
• Cashier getting the orders of the customers then relay it to the helpers and baristas;
• Baristas cooking of ingredients such as pearl, tapioca, and other add-ons;
• Helpers prepares drinks/food materials and ingredients;
• Baristas preparation of tea, milktea and other products;
• Dining Services/Display Dishes Menu;
• Customer Self Service;
• Helpers/Waiters collect used cups and other wastes materials;
• Maintain the cleanliness of the store;
• Processing and Preparing the products of online orders;
• Delivery of Products to the customers who ordered via online;
• Inventory of product’s stocks ;
• Ordering stocks from the supplier;
• Inventory of sales and Financial Reports;
• Processing of the accreditation and business requirements to qualify to operate business;
• Food safety and customer service skills orientation of the staff;
• Customer complaint management - all customer related complaints/feedback
• Daily kiosk audit by the Branch Manager and weekly kiosk audit by the Owner
• Computation of wages and remuneration of employees
• Assigning of task to every employees
• Marketing management and strategy
Business Operations
 Operation Flow
Diagram

Note: For online orders and deliveries, the waiter in the diagram will be replaced by the delivery man.
 
Business Operations
 Drinks
Preparation
Flow Diagram

 Forms used in  Official Receipt – Cashiers release BIR registered receipts for every transaction made by the customer. It is
generated when the customer paid his/her order.
 Daily Collection Report Form – This is the form that contains the sales collection summary for the day. This form
the Operations 
will take place when the Manager audit the sales for the day.
Stocks Order Form – Contains the summary of consumables, inventory and other supplies needed. This is used
when ordering stocks from the suppliers.
BUSINESS LAYOUT
Business Layout
 Floor Plan and
Interior Design
Business Layout
 Goals and 

To achieve the quota sales per day
To offer a consistent taste of the products to every customer
Objectives  To offer a fast service quality to the customers
 To engage its customers so as to gain understanding on customers point of view and
to gather feedback

 People or staffs Minimum of 3 employees must be on site always to operate the store properly,
 1 Cashier
on store  1 Barista
 1 Helper

 Operation Plan 

Opens 3pm and Closes at 10pm (During Covid-19 Pandemic)
No shifting of workers for 7 hours (During Covid-19 Pandemic)
 Seasonal Promo
 Monthly meeting with employees
 Shop will be open the entire week
 Attached word of God (bible verses) in every product
 Online order and Delivery service (via Lalamove, Food Panda. And Grab Food)
Business Layout
 Products and
Prices (Menu)

 Sample Pictures
(Bestsellers)
Business Layout
 Distribution of flyers (promos and new products)
 Promotions and
Marketing
Strategy

 Social media marketing (Facebook, Twitter, Instagram)

 Food Delivery Applications (Lalamove, Food

Panda, Grab Food)
TARGET
CUSTOMERS /
CLIENTS
Target Customers / Clients
 College students and Professors
around the area since it is located
near the Universities like UST,
FEU, UE and NU and dorms,
apartments, and condominiums
where in Grace in a Cup can be
their perfect place in their spare
time or during their break time.
 Office workers, motorists and
commuters since it is near to the
main highway as well as banks,
offices and different
establishments which can be a
place for meetings or even for a
casual date.
 Residents of the area since the
store is located in a combination
of residential and commercial
buildings.
PROPOSED
DEVELOPMENT /
IMPROVEMENTS
Proposed Development / Improvements
The owner said that the area of improvements she observed are in the operation itself, since they are just new in the business, they are still lacking some
technologies that will make their workload easier. Thus, I recommend the used of the following technologies as a requirement:
 Implementation of POS machines or POS Applications
 Operation Management

- The desire of every entrepreneur or business is to facilitate the lives of their employees and customers. POS can save a lot of time not just in the side of
the employees but also in the customers as well. It makes every transaction fast and easy, we all know that there are people who are impatient in
some things including transactions but with a POS system everything will get easier. By that, I recommend the use of such device.
 Used of Paging System Devices
- It is noticeable with this kind of food business; it is often to have a long queue. The store can be full and be clogged due to the number of customers in
line. With this, I recommend the used of Paging buzzer devices that helps to have a proper system for customers who wait for their orders.
Additionally, since it is COVID-19 pandemic time, this device helps in implementing the social distancing guidelines, with this people can stay away
from the waiting counter (which is often a lot of people are waiting) while waiting for their order.
 Used of Task Monitoring and Task Management software
- I’ve noticed in every business especially when the business is already big, managers have such times that they cannot longer monitor all of the
processes in their operations, there are those task which the manager may forget or missed out but with this kind of tool, the manager can plan and
record future tasks as well as assign each tasks in every employee in advance.
 Automation of inventory, recording and filing of details
- It is noted that some POS system don’t have this kind of feature. Thus, the manager needs to manually record and file details, make reports as well as
do inventory control using word processor and spreadsheets software or worst by writing it in an old school style which is a logbook.
Based on the recommendations, I would like to propose a Unified Retail Management system wherein both POS system and Task management tools are
combined in one software. This system will be a computerized network operated by a main computer and can link to several terminals such as computers,
cellphones, paging system devices and other checkout terminals. With this unified system,, the manager can:
• oversee the overall operations of the store with his/her own laptop or computer
• can be able to see the real time transaction and reports done by the Cashier’s POS system.
• can assign task in advance that employees can see on their own smart phones real time, and;
• will be able to sort out and monitor the stock inventory and generate a stock order form then send it via soft copy or hard copy to the supplier.
SOFTWARE
DEVELOPMENT
LIFE CYCLE
Software Development Life Cycle
 Title of the Proposed • Unified Retail Management System (combined of Point-of-Sale
system and Management software) for the Improvement of
Software
Business operations.
Development Project

 Brief Background • As the world moves further and faster into a thriving technological age, so must the way we conduct
our business. POS systems are fast becoming the technology of choice especially in retail business.
of the Project Operating a retail store calls for a range of administrative, management and marketing skills. From
ensuring that there’s enough inventory to putting together monthly sales reports, these skills are
necessary in ensuring that your store runs smoothly. Having an efficient point of sale (POS) system in
addition to a management software can go a long way in making sure that all your operations are
running smoothly.

• Grace in a Cup Sampaloc Branch is one of the so many businesses that have not yet used modern
technologies to further streamline and improve the flow of their operations. Anyone who will observe
their store and operations will really notice that there are many areas or aspects of the business that
can still be improved. Few of them are the used of new technologies and on how they manage their
store, products, and employees. Thus, I realized and came up with the idea to proposed a
development project which is an all-in-one cloud-based Point-of-Sale (POS) and management
software that can be used in most kinds of electronic gadgets such as computer, smart phones, and
tablets which can improve the overall aspects of the business. This let the store take in new customers,
expand their customer base, manage sales and inventory, record sales, coordinate and work with
other workers synchronously and asynchronously plus perform other business functions and
processes anytime and anywhere.
PLANNING &
REQUIREMENT
IDENTIFICATION

Environmenta Goals and

l Scanning Objectives

Scope /
Operations to
Limitation of
be improved
the project
Planning and Requirement Identification

 Environmental Scanning

• When the time I went and came in the Grace in a Cup Sampaloc Manila Branch, it is
noticeable that there are many online food delivery riders outside of the store such as
food panda, grab food, etc. which means that many customers are buying via online.

• I’ve also notice that the area is in the combination of residential and commercial buildings plus close to so many schools and
universities. With that area of environment, it is very easy to say that this store is always have a lot of customers especially
during peak hours which can cause the store to be crowded and long queues inside that may result in discomfort for all the
customers or bad customer-service. This will also cause the employees to be confused and unable to focus on what they are
doing due to haste in their task and as a consequence of it, the overall performance, productivity and efficiency of their
operation may go down and can cause of loss of revenue as well as customer reduction.
Planning and Requirement Identification

 Goals and Objective

o To achieve the quota sales per day through orderly, efficient and fast
service.
o To offer a consistent taste of the products to every customer by avoiding
and limiting the mistakes/errors in the preparation of their orders.
o To offer a fast service quality to the customers using new technologies and
application software.
o To engage its customers so as to gain understanding on customers point of
view and to gather feedback for them to come back and be a loyal
customer.
o To follow and implement Covid-19 guidelines for operating a business
which is imposed by the Government .
Planning and Requirement Identification

 Scopes and  The project is limited to Retail Management Software that are
available on the internet and application store; The software will
Limitations only be useable in electronic devices such as Computer, Laptop,
Tablet and Smartphones in which it will just focus on the
improvement of business operations of Grace in a Cup Sampaloc
Manila Branch.

 Operations to be  The proposed project will eventually improve most of the operations of the
store such as administrative, monitoring, management and marketing
Improved aspect of the business.
 COVERAGE OF THE STAKEHOLDERS / EXPECTED PROJECT
PROJECT TO BE INTENDED USERS OF END RESULTS
DEVELOPED THE PROJECT

DEFINING

EXPECTED PROJECT IDENTIFIED BUSINESS

BENEFITS AND OPERATIONAL
IMPROVEMENTS IMPORTANCE
Defining
• The features of the project will improve and facilitate the task and processes in the administrative, monitoring,
 Coverage of the management and marketing operation of the store. This feature includes the following:
 
project to be o Point of Sale system o Sales Analytics
developed o Inventory Management o Financial Reports
o Supply-chain Management o Marketing Strategy
o Employee Management o Tech Support
o Task Management

 Stakeholders/ o
o
Branch Owner
Branch Manager
o
Intended users of o
Cashier
Barista
the Project o
o
Helper
Customers (product display only)

•
 Expected Project
When the time that this project is already operational, we can expect that this project will achieve the goals and
objective of the store due to the improvements on the operations. By the used of Point-of-Sale system the store
can achieve the daily quota since it can fasten the transaction of every customer and new innovations of the
End Results store will attract more new customers as well as repeat clients. The project will ensure that customers will come
back and avail store products again because of its hassle free and fast customer service. By this and with the
help of the management features of the software that improves the overall business operations. Therefore, we
can say that it will boost the sales and business growth of the store as a whole.
Defining

 Expected Project Benefits and Improvements

The project is expected to improve mostly the main operations of the business which are the administrative, monitoring,
management and marketing aspect of the store. Let’s break down how this proposal benefits the business:
o Easy tracking of Inventory o Instant Access
o Provides Accurate Business Reports o Theft Control
o Provides Automatic Analysis o Better Employee Management
o Adjust and Adapt Product offers o Improves Coordination and Communication of the team
o Error Control / Eliminates Errors o Improves Customer-Relationship
o Increased Efficiency / Accuracy o Attract more customers
o Faster Checkout Process o Discount and Loyalty Programs
o Save time o Improves Marketing
o Save money o Improves safety during COVID-19 Pandemic
o Flexibility o Improves queuing system
o Improves company growth
Defining

 Identified Business Operational Importance

First, we discuss the importance of the POS feature of the project in a retail store. No
matter what type of retailer you are, adopting a POS system can turn your business
around by providing an all-in-one solution to a multitude of everyday issues.

Next is the importance of the retail management feature of the project, these
systems provide multiple services in one place and streamline the process of
running a store. Such everyday tasks as checking out customers, managing and
buying inventory, and keeping track of finances can be easily managed using retail
management software. Retail management systems have marketing and analytics
tools to help improve business. It gives instant access to the store's most valuable
data and it puts key real-time information about your business at your fingertips
allowing you to make important decisions immediately.
DESIGNING
Development
Concept

Operational
Concept

Integration
Concept

Organizationa
l Benefit
Concept

Improvement
Concept
Designing
• First, we assemble an internal team of professional specialists with appropriate expertise who will participate in
 Development the implementation; prepare the staff for the new system, explain its benefits and provide necessary training;
With the use of existing free POS software and Retail Management software which are available in the market
Concept such as eHopper, Imonggo, Nexstar, MeisterTask, ClickUP and more, we can use it as a guide in developing the
proposed project by gathering ideas and data on each and every platform. Through this we can start in
conceptualizing and imagining the design of the platform of the software as well as determining what other
features we can add on it to be a user-friendly software. The aim of this is to combine the tools and features of the
POS system and Management software into one Retail Management platform.

 Operational  
• The proposed software must operate the ff tasks:

Concept o
o
Register and record every cashier and buyer/supplier transaction
User can search details of the Product, Customer, Stock, and Bill.
o User can easily manage customer details, retail price details, store details, etc.
o Automatically updating quantities when products are sold.
o Alerting the users to reorder items when running low on stock.
o User can track all the information of Customer, Product, Retail Price, etc.
o User can edit, add, delete and update the records of store, stock, bill, etc.
o Automation of the calculations of all administrative and financial details.
o Keeping all information and details updated in real-time.
o Provides information on Employees (task, attendance, hours of work, etc.)
o Provides reports related to customer, product, retail price, store, stock, and bill.
Designing
• Nowadays, most of the people have knowledge on how to use a computer, we can assume that the owner, manager
 Integration and employees of the store are capable of using new technologies like computer, tablets and smart phones,
otherwise, they can still and learn it by themselves by just using it or seek help to other people who knows how to use
Concept it. With that, it is easy to integrate it in their current operations since they just need the required equipment and
software to implement it on their system. The users will easily adapt and adjust to the functions and features of the
software as they use it in their daily operations.

 Organizational • The proposed retail management system focuses on integrating all an organization’s systems into a single
framework that can be used by the involved members for various functions and at several levels. Some of the
Benefit Concept important and basic advantages of using a retail management system in the business are:
o Increased efficiency o Maintaining consistency in performance
o Cost reduction o Enhanced communication internally and
o Maintaining a balance between the various practices externally
o Reduction in duplication of efforts o Making business goals the prime focus
o Elimination of conflicting responsibilities o Making it possible to have awareness and
By inculcating retail management systems into your business training
processes,programs
you can for
notenhanced efficiency
only amplify the efficiency
and quality of your retail service but also simplify the process and divert your time and efforts into achieving bigger
goals for your organization. With the bonus of enhanced customer satisfaction, you can raise the threshold for your
profit margin and provide better services to your customers. Basically, the proposed system has all the needs and
tools of a business operation to increase the growth of an organization.

 Improvement • The retail management system will improve the overall business operations of the store using its cloud-based user-
friendly tools, features, and functions. It is expected to improve all the processes that is mentioned on the Defining
Concept stage of this proposal (see page 23). And due to its innovative methods and flow it can speed up everything from
customer purchase up to ordering stocks without sacrificing the quality of the work or service to the customer.
BUILDING
AVAILABLE TECHNOLOGY OPERATIONAL AND COST CONSIDERATIONS
TO BE USED INTEGRATION PLAN
Building

 Available Technology to be used

• In order to integrate this project, we need available technologies such as:

o Computer / POS Machine o Laptop / Tablet / Smart Phones

o Paging Buzzer System o Loyverse POS and Management Software

• Point of Sale System
• Inventory Management
• Employee Management
• Sales Analytics
• Loyalty Program
• Store Features
• Integrations and Support
Building
• First, we need to acquire the required gadgets and technologies before we can start to operate and
 Operational and integrate the proposed system in the current operations of the store. Thus, to acquire the physical
gadgets and devices, the owner must allocate money to buy these items.
Integration Plan • Loyverse software is free and downloadable via internet for laptop/computer and application store for
tablet and smartphones.
• Next the owner and branch manager must have knowledge or be taught in using a computer or tablet,
if they do not really know how to use a computer, they must first undergo in computer training or seek
help to their acquaintances as long as they learned how to use it.
• Once the owner and manager have learned how to use a computer or tablet, they can now download
the Loyverse application via internet or app store, after downloading, install the application and execute
it.
• Now they need to navigate, observe and explore the application to get some ideas and familiarize on its
platform. Then if they have learned some of the features of the application but they feel that they still
want to learn the remaining tools / features of it, they can read tutorial articles or watch video tutorials of
Loyverse software application on the internet.
• At the time in which they have learned and mastered the software; they can now conduct training to
their employees on how to use it.
• The store can start a dry run at first to test this new system and practice it on their daily operations until
such time that they get used to it and as time goes by, the users will keep on learning and improving in
using this system on their operations.
Building
 Cost • To carry out this proposal to be operational, the owner must allocate money and invest at least Php
30,000 for all the required gadgets and software for the improvement of her food business, see
Consideration break down below:
o Training for the staff that will used the proposed technologies and software is estimated
about Php 5,000 per employee but since there are various online video tutorials and
webinars, we may be considered this as free.
o Low to Mid quality computers, tablets, and POS machines are around Php 10,000 to
20,000 per set.
o A set of Paging Buzzer System is ranging between Php 5,000 to Php 15,000 per set, price
depends on the number of the buzzer device.

Note: Loyverse POS and management software is downloadable for

free via internet and app store.
Thank you!