FRAMEWORK
RESTAURANT TECHNOLOGY CAPABILITIES
Establishing a direction and vision for an organization. This involves defining the business concept and long-term vision, as well as developing the business strategy and managing strategic initiatives. Processes in this category focus on creating a vision, a mission, and strategic objectives, and culminate in creating measures to ensure that the organization is moving in the desired direction.
Develop Vision and Strategy
CAPABILITIES
Competitive Analysis
CUSTOMER ANALYSIS
DEFINE ORGANIZATIONAL GOALS
Execute and measure strategic initiatives
Menu Strategy
& Pricing
Competitive Analysis
Assess the external environment including competitors, economic trends, politcal and regulatory issues, demographics, IP, etc.
ASSOCIATED TOOLS & PROCESSES
Subscription data services
Note your competition’s content strategy
DEVELOP VISION & STRATEGY
DEVELOP AND MANAGE
PRODUCTS & SERVICES
MARKET AND SELL
PRODUCTS & SERVICES
MANAGE CUSTOMER SERVICE
DELIVER PHYSICAL PRODUCTS
DEVELOP AND MANAGE
HUMAN CAPITAL
DELIVER SERVICES
MANAGE EXTERNAL RELATIONSHIPS
MANAGE INFO TECHNOLOGY
MANAGE FINANCIAL RESOURCES
MANAGE RISK & COMPLIANCE
ACQUIRE ASSETS
DEVELOP & MANAGE BUSINESS CAPABILITIES
KEY
CONTRIBUTORS
Develop Vision and Strategy
Develop and
Manage
Products and Services
Manage
Information
Technology
(IT)
Manage
Enterprise Risk,
Compliance,
Remediation
& Resiliency
Manage Customer Service
Develop
and Manage
Human Capital
Deliver Services
Manage
Financial
Resources
Acquire,
Construct and Manage Assets
Deliver
Physical
Products
Manage
External
Relationships
Market and
Sell Products
and Services
Develop
and Manage
Business
Capabilities
Competitive Analysis
Customer Analysis
Conduct qualitative/quantitative research and assessments.
ASSOCIATED TOOLS & PROCESSES
Subscription data services
Customer Analysis
DEFINE ORGANIZATIONAL GOALS
Identify organizational goals, establish baseline metrics, monitor performance against goals. Creating and developing strategic objectives that establish a process to outline expected outcomes and guide employees' efforts.
ASSOCIATED TOOLS & PROCESSES
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
DEFINE ORGANIZATIONAL GOALS
EXECUTE AND MEASURE
STRATEGIC INITIATIVES
Develop strategic initiatives, review, prioritize, measure, evlauate.
ASSOCIATED TOOLS & PROCESSES
Strategy management system
EXECUTE AND MEASURE STRATEGIC INITIATIVES
MENU STRATEGY & PRICING
Menu engineering, pricing strategy, centralized menu/price management.
ASSOCIATED TOOLS & PROCESSES
Analytics system
MENU STRATEGY & PRICING
Analyze menu mix, margin, cannabalization, pricing
Predict impact of changes
Content/ menu management system
Competitive Analysis
Margin
Market Economics
Define vision, mission, values
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establish projects to meet objectives
Measure project status
Strategy management system
Define vision, mission, values
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establish projects to meet objectives
Measure project status
Quantitative surveys
Qualitative surveys
Analytics for behaviorial/ transactional, demographic, pshychographic information
Determine who your competitors are
Determine products competitors offer
Research competitors' tactics/results
Look at your competitors’ pricing, as well as any perks they offerEnsure you’re meeting competitive costs
Analyze how competitors market
Learn what tech stack competitors use
Analyze level of engagement on your competitor’s content
Observe how they promote mktg content
Perform a SWOT Analysis to learn strengths, weaknesses, opportunities, threats
Detailing practices and procedures related to the concept of developing and managing products and services.
CAPABILITIES
Culinary
Develop products and services
Manage patents, copyrights, and regulatory requirements
Manage product and service master data
Menu Strategy
& Pricing
Develop AND MANAGE
PRODUCTS AND SERVICES
CULINARY
Includes activities that companies undertake to innovate and introduce new food products.
ASSOCIATED TOOLS
Subscription data services
Determine who your competitors are
Determine products competitors offer
Research competitors' tactics/results
Look at your competitors’ pricing, as well as any perks they offerEnsure you’re meeting competitive costs
Analyze how competitors market
Note your competition’s content strategy
Learn what tech stack competitors use
Analyze level of engagement on your competitor’s content
Observe how they promote marketing contentLook at their social media presence, strategies, and go-to platforms
Perform a SWOT Analysis to learn strengths, weaknesses, opportunities, threats
CULINARY
DEVELOP PRODUCTS & SERVICES
Design and prototype products and services, Test market for new or revised products and services, Prepare for production/service delivery.
ASSOCIATED TOOLS
Subscription data services
Quantitative surveys
Qualitative surveys
Analytics for behaviorial/ transactional, demographic, pshychographic information
DEVELOP PRODUCTS AND SERVICES
MANAGE PATENTS, COPYRIGHTS AND REGULATORY REQS
Determine patent and copyright needs, review, and manage.
ASSOCIATED TOOLS
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establish projects to meet objectives
Measure project status
Manage patents, copyrights, and regulatory requirements
MANAGE PRODUCT AND SERVICE MASTER DATA
Manage master data for recipes, incrediants, specifications, etc.
ASSOCIATED TOOLS
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establish projects to meet objectives
Measure project status
MANAGE PRODUCT AND SERVICE MASTER DATA
MENU STRATEGY & PRICING
Menu Engineering, Pricing Strategy, Centralized Menu/Price Management.
ASSOCIATED TOOLS
Analytics system
Analyze menu mix, margin, cannabalization, pricing
Predict impact of changes
Content/ menu management system
Competitive Analysis
Margin
Market Economics
MENU STRATEGY & PRICING
Delivering processes traditionally defined as "human resources". Process groups include those related to developing and maintaining workforce strategy, recruiting employees, developing and counseling employees, managing employee relations, rewarding and retaining employees, redeploying and retiring employees, managing employee information, and managing employee communications.
CAPABILITIES
Recruiting
Onboarding
Compensation
Training & Learning MGMT
Development & Performance MGMT
DEVELOP AND MANAGE HUMAN CAPITAL
RECRUITING
Assess the external environment including competitors, economic trends, politcal and regulatory issues, demographics, IP, etc.
ASSOCIATED TOOLS
Subscription data services
Determine who your competitors are
Determine products competitors offer
Research competitors' tactics/results
Look at your competitors’ pricing, as well as any perks they offerEnsure you’re meeting competitive costs
Analyze how competitors market
Note your competition’s content strategy
Learn what tech stack competitors use
Analyze level of engagement on your competitor’s content
Observe how they promote marketing contentLook at their social media presence, strategies, and go-to platforms
Perform a SWOT Analysis to learn strengths, weaknesses, opportunities, threats
RECRUITING
ONBOARDING
Conduct qualitative/quantitative research and assessments.
ASSOCIATED TOOLS
Subscription data services
Quantitative surveys
Qualitative surveys
Analytics for behaviorial/ transactional, demographic, pshychographic information
ONBOARDING
COMPENSATION
Identify organizational goals, Establish baseline metrics, Monitor performance against goals - Creating and developing strategic objectives that establishes a process to outline expected outcomes and guide employees' efforts.
ASSOCIATED TOOLS
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establish projects to meet objectives
Measure project status
COMPENSATION
TRAINING & LEARNING
MANAGEMENT
Develop strategic initiatives, review, prioritize, measure, evlauate.
ASSOCIATED TOOLS
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establish projects to meet objectives
Measure project status
TRAINING & LEARNING MGMT
DEVELOPMENT & PERFORMANCE MANAGEMENT
Menu Engineering, Pricing Strategy, Centralized Menu/Price Management.
ASSOCIATED TOOLS
Analytics system
Analyze menu mix, margin, cannabalization, pricing
Predict impact of changes
Content/ menu management system
Competitive Analysis
Margin
Market Economics
DEVELOPMENT & PERFORMANCE MGMT
Time & Attendance
Diversity & Inclusion
Labor Management
Workforce Comms
Standard HR Services, Inquiries
Employee Relations, GrievanceS, Policy Mgmt, Compliance
Employee INFO & Analytics
CHOOSE A CAPABILITY CATEGORY TO GET STARTED
SEARCH TOOLS
FRAMEWORK CONTRIBUTORS
CAPABILITIY CATEGORIES
FRAMEWORK CONTRIBUTORS
INTRODUCTION
KEY CONTRIBUTORS
CONTRIBUTING PARTNERS
Restaurant Technology Network recognizes the leadership and participation of the following
organizations for their valuable contributions to the development of the Restaurant Technology Capabilities Framework.
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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Look at their social media presence, strategies, and go-to platforms
Performing supply chain activities include planning supply chain, procuring materials and services, and managing logistics.
CAPABILITIES
Kitchen Production
Ordering, Inventory & Production
Supply Chain Management – SOURCING
Supply Chain Management – ORDERING
Supply Chain Management – TRACKING
DELIVER PHYSICAL PRODUCTS
KITCHEN PRODUCTION
Displays orders to assist kitchen production staff.
ASSOCIATED TOOLS & PROCESSES
Kitchen Display System - (KDS)
Bump bars
Printers
Line training aids
Food labeling
Prep sheets
Kitchen Production
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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Ordering, Inventory & Production
Distrubtion Center, Central Commercary, and Restaurant based inventory management including ordering, counting, production planning, waste and analytics.
ASSOCIATED TOOLS & PROCESSES
BOH software
ORDERING, INVENTORY & PRODUCTION
SUPPLY CHAIN - SOURCING
Sourcing, Procurement, Manufacturing, Logistics/Ocean Freight, Distribution, Food Safety & Quality.
ASSOCIATED TOOLS & PROCESSES
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
EDI to distributors
Connections to health dept and Ecosure
Traceability
Labelling
HACCP
SUPPLY CHAIN MANAGEMENT
SOURCING
SUPPLY CHAIN MANAGEMENT – ORDERING
Place orders with suppliers, track orders, get invoices,pay invoices, reconcile shippments, auto renew orders.
ASSOCIATED TOOLS & PROCESSES
API Integration into distributors for order, inventory, delivery, source (Health) Data, weather data, traffic data, situational data such as strikes etc.
SUPPLY CHAIN MANAGEMENT
– ORDERING
SUPPLY CHAIN MANAGEMENT
— TRACKING
Track delivery Logistics, Recieve shipments, Valadate and Reconcile Delivery, Store Inventory, Update Manafesto, Update Inventory System.
ASSOCIATED TOOLS & PROCESSES
Scanners
Labels
Inventory software
Source and destination software
Refrigerators
Sensors
Shelving
SUPPLY CHAIN MANAGEMENT
– TRACKING
Fostering external relationships with stakeholders of the entity, including investors, government and industry, the board of directors, and the general public. This is not related to customer management.
CAPABILITIES
BOARD OF DIRECTORS RELATIONS
FRANCHISEE DEVELOPMENT
FRANCHISEE ROYALTY MANAGEMENT
INVESTOR RELATIONS
LEGAL & CONTRACT MANAGEMENT
MANAGE EXTERNAL RELATIONSHIPS
Board of Directors Relations
Plan, build, and manage Board of Director relations.
ASSOCIATED TOOLS & PROCESSES
Private Communication platforms and record keeping
Board of Directors Relations
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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FRANCHISEE DEVELOPMENT
Growing and scaling of business through franchisee model.
ASSOCIATED TOOLS & PROCESSES
Identifying and sourcing prospective new franchisees
Pipeline maintenance and adherence to sales processes
Onboarding
Contact and contract management
FRANCHISEE DEVELOPMENT
FRANCHISEE ROYALTY MANAGEMENT
Management and Administration of Franchisee royalties.
ASSOCIATED TOOLS & PROCESSES
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Franchise management system
Sales information from POS
FRANCHISEE ROYALTY MANAGEMENT
INVESTOR RELATIONS
Investor Relations (IR) combines finance, communication, and marketing to effectively control the flow of information between a public company, its investors, and its stakeholders.
ASSOCIATED TOOLS & PROCESSES
Coordination of meetings
Conferences for shareholders and the press
Releasing financial information
Taking point on financial briefings
Filing and publishing report with the Securities and Exchange Commission (SEC), or other relevant commission (depending on where the company is listed)
INVESTOR RELATIONS
Legal & Contract Management
Managing contract and legal document creation, execution, and analysis to maximize operational and financial performance at an organization, all while reducing financial risk.
ASSOCIATED TOOLS & PROCESSES
Document management, eSignatures
License/risk assurance management tools & verification
liquor distribution training management reporting to Franchisor
Legal & Contract Management
Outlining process groups related to understanding markets, customers, and capabilities; developing marketing strategies; executing marketing plans; developing sales strategies; developing and managing marketing plans; and managing sales partners and alliances.
CAPABILITIES
MARKETING FUNNEL
AGENCY MANAGEMENT
AD FUNDING
CUSTOMER ENGAGEMENT
PROMOTIONAL ACTIVITIES
MARKET AND SELL PRODUCTS AND SERVICES
MANAGEMENT OF Marketing Funnel
Outlining process groups related to understanding markets, customers, and capabilities; developing marketing strategies; executing marketing plans — as they relate to the Marketing Funnel.
ASSOCIATED TOOLS & PROCESSES
Awareness
Interest
Consideration
Intent
Evaluation
Purchase
Marketing Funnel
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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AGENCY MANAGEMENT
Selection, execution, and management of Advertising Funds and Advertising Agency performance.
ASSOCIATED TOOLS & PROCESSES
RFI to find out the size of the agency, evaluate professional association membership, media specialization and creative strategy approach.
RFI to examine past campaigns, evaluate types of clients (past and present), and understand the resources assinged to your account.
RFP for estimate of their fees, included work, financial terms (upfront, contingency, payment-by-results agreement).
Define internal stakeholder and management team, establish budgets, reporting, and input levels.
AGENCY MANAGEMENT
AD FUNDING
Collection of Advertising Funds.
ASSOCIATED TOOLS & PROCESSES
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Calculation and collection of franchisee marketing fees
Calculation of franchisee marketing rebate programs
AD FUNDING
Customer engagement / personalized marketing
Understanding and Influencing Guest/Customer Behavior.
ASSOCIATED TOOLS & PROCESSES
Collection and management of guest data and associated guest data including but limited to:
Transactional
Behavioral (Social)
Demographical
Hyper-local (geofencing)
Segmentation and Hyper segmentation
Second and third party data augmentation (Weather, National events, Local events, Crisis events, etc.)
CUSTOMER ENGAGEMENT
DEVELOP AND MANAGE PROMOTIONAL ACTIVITIES
Selection, execution, and management of promotional concepts and objectives. Capture and presentation of key marketing metrics.
ASSOCIATED TOOLS & PROCESSES
Location based marketing
Personalized (segmentation) marketing
3rd party advertising
Web display ads
Mobile ads
Affinity marketing
Channel selection and optimization,
PROMOTIONAL ACTIVITIES
Performing activities by an organization that are fundamental to the successful operation of the organization, even across functions in a business. Capabilities defined in the PCF include business process management; portfolio, program, and project management; quality management; change management; benchmarking; environmental health and safety management; and knowledge management.
CAPABILITIES
Business Process & Services
CLEAN WATER
Cooking Waste & Composting
ENERGY
Recycling
Develop AND MANAGE BUSINESS CAPABILITIES
Business Process & Services
General tools to help managers manage.
ASSOCIATED TOOLS & PROCESSES
Checklists
Managers logs (redbook)
back office platform providing actionable insights
Business Process & Services
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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CLEAN WATER
Implement conservation and pollution prevention program.
ASSOCIATED TOOLS & PROCESSES
Water monitoring
Leak detection
CLEAN WATER
Cooking Waste & Composting
Lifecycle management of cooking waste (used frying oil) and expired product.
ASSOCIATED TOOLS & PROCESSES
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Oil recycling
Composting
Waste management
COOKING WASTE &
COMPOSTING
ENERGY
Implement conservation program.
ASSOCIATED TOOLS & PROCESSES
Energy monitoring
Energy control
IoT
ENERGY
RECYCLING
Implement pollution prevention program - collecting and processing materials that would otherwise be thrown away as trash and turning them into new products.
ASSOCIATED TOOLS & PROCESSES
Tools and process to:
Identify recyclable
Issue RFP's
Execute contracts
Measure compliance
Report results
RECYCLING
Detailing practices and procedures related to the concept of developing and managing products and services.
CAPABILITIES
CULINARY
Develop products and services
Manage patents,
copyrights, and
regulatory requirements
Manage product and service master data
Develop AND MANAGE PRODUCTS AND SERVICES
CULINARY
Includes activities that companies undertake to innovate and introduce new food products.
ASSOCIATED TOOLS & PROCESSES
Ingredient Specifications
Product Quality Assurance
Vendor Management including: Site Audits; Insurance; Certifications; and Fair Labor
Calorie and allergen tracking
Nutritional compliance
Food safety and quality
Digital scales
Food testing analysis tools like spectrometers, alcohol analyzers, refractometers, titrators, moisture analyzers, and other standard lab equipment
CULINARY
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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DEVELOP PRODUCTS
AND SERVICES
Design and prototype products and services, test market for new or revised products and services, prepare for production/service delivery.
ASSOCIATED TOOLS & PROCESSES
Menu analysis tools
DEVELOP PRODUCTS
AND SERVICES
Manage patents, copyrights, and regulatory requirements
Determine patent and copyright needs, review, and manage.
ASSOCIATED TOOLS & PROCESSES
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Intellectual property tracking system
Manage patents, copyrights, and regulatory requirements
Manage product and
service master data
Manage master data for recipes, Ingredients, specifications, etc.
ASSOCIATED TOOLS & PROCESSES
Master Data Management systems
Creation of tracking data including SKU and PLU
Manage product and service master data
Managing customers before and after the delivery of services. This includes developing and planning customer service practices with an eye on steering processes relating to inquiries after sales, feedback, warranties, and recalls.
CAPABILITIES
CONTACT CENTER
Guest Satisfaction & Customer Care
Manage product recalls and regulatory audits
MANAGE CUSTOMER SERVICE
Contact Center
Uses of voice communication, and multi-channel options via email, text chat, and web interfaces to interact with customers, franchisees, and employees.
ASSOCIATED TOOLS & PROCESSES
Contact Center PBX (call routing)
Ticket System
CRM
Analytics management
Knowledge bases
Chatbots
Voice Recognition
AI - machine learning answers
Survey tools
Transition communications to lower cost tools
Contact Center
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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Guest Satisfaction & Customer Care
Determining how to best improve or changes products and services, including surveys, ratings, and case management, including service recovery.
ASSOCIATED TOOLS & PROCESSES
Sentiment analysis
Review aggregation
Customer Relationship Management
Workflow for resolution
Guest Satisfaction & Customer Care
Manage product recalls and regulatory audits
Initiate recalls, communication, regulatory reporting, and audits, evaluate recall performance.
ASSOCIATED TOOLS & PROCESSES
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Phone tree software to disseminate communications
Utilize RTN menu sync API to track ingredients
RFID tracking for products/food safety
B2B or B2C CRM & Related Communications
Email communication
Brand Specific Communications Portal
Computer Vision to detect recalled products
Manage product recalls and regulatory audits
Managing process groups relevant to the business of information technology within an organization. The process groups include "Develop and manage IT customer relationships", "Develop and manage IT business strategy", " Develop and manage IT resilience and risk", " Manage information", " Develop and manage services/solutions", "Deploy services/solutions", and " Create and manage support services/solutions".
CAPABILITIES
Data Management & Analysis
Application Maintenance/Support
Guest engagement
Application development
payment services
MANAGE INFORMATION TECHNOLOGY
DATA MANAGEMENT & ANALYSIS
The practice of collecting, keeping, and using data securely, efficiently, and cost-effectively.
ASSOCIATED TOOLS & PROCESSES
Master Data Management
Data Storage
Data Access
Data Sharing
AI/ML
Customer Analytics
Operational Analytics
Marketing Analytics
Supply Chain Analytics
Business Intelligence
Data Science
DATA MANAGEMENT & ANALYSIS
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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APPLICATION MAINTENANCE
Application portfolio management, monitoring and support.
ASSOCIATED TOOLS & PROCESSES
Usually divided into four main groups:
Restaurant systems: POS, KDS, BoH - menu/inventory management, DMB's, labor management, IoT
Enterprise Systems: Accounting, finance, HRIS, sales (CRM), procurement, training
Guest engagement: Digital channels (web, mobile, kiosk), marketing, loyalty, social media
APPLICATION MAINTENANCE
GUEST ENGAGEMENT
Applications for Digital Guest Engagement, provide channels of communication with customers and usually include online ordering, delivery, 3rd party accounting reconciliation, mobile & loyalty application development, management, & security. Very important for the guest experience.
ASSOCIATED TOOLS & PROCESSES
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Online ordering
Delivery
3rd party accounting reconciliation
Mobile & loyalty app development, management and security
GUEST ENGAGEMENT
APPLICATION DEVELOPMENT
Developing key software initiatives.
ASSOCIATED TOOLS & PROCESSES
Software development, enhancements, lifecycle management, QA and security
DevOps should design for the use APIs and microservices, CI/CD (continuous integration / continuous development/deployment) methodologies
Includes Project Management, QA (testing, automation, bug tracking, security)
APPLICATION DEVELOPMENT
PAYMENT SERVICES
Menu Engineering, Pricing Strategy, Centralized Menu/Price Management.
ASSOCIATED TOOLS & PROCESSES
Accounting
Compliance
Tech support
Please refer to RTN "Transactional Data Standards" document
PAYMENT SERVICES
Ensuring that an organization effectively manages its risk. Process groups are aligned with traditional risk management activities.
CAPABILITIES
ENTERPRISE RISK
Food Safety & Compliance
Loss Prevention & Fraud
MANAGE ENTERPRISE RISK, COMPLIANCE, REMEDIATION & RESILIENCY
Enterprise Risk
Enterprise risk management is a process, effected by an entity’s board of directors, management and other personnel, applied in strategy setting and across the enterprise, designed to identify potential events that may affect the entity, and manage risk to be within its risk appetite, to provide reasonable assurance regarding the achievement of entity objectives.
ASSOCIATED TOOLS & PROCESSES
Internal Environment assessments
Objective setting
Event identification
Risk assessments
Risk response
Control activities
Communication
Monitoring/reporting
Enterprise Risk
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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FOOD SAFETY & COMPLIANCE
Administration, documentation, tracking, and recording of food safety (HACCP) and compliance programs.
ASSOCIATED TOOLS & PROCESSES
Logs
Inspections
IoT probes
FOOD SAFETY & COMPLIANCE
LOSS PREVENTION & FRAUD
Steps businesses take to reduce profit loss, including theft, fraud, and errors.
ASSOCIATED TOOLS & PROCESSES
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Video surveillance
Cam link to POS
Fraud analytics
LOSS PREVENTION & FRAUD
Delivering processes traditionally defined as "human resources". Process groups include those related to developing and maintaining workforce strategy, recruiting employees, developing and counseling employees, managing employee relations, rewarding and retaining employees, redeploying and retiring employees, managing employee information, and managing employee communications.
CAPABILITIES
HR MANAGEMENT
RECRUITING
ONBOARDING
COMPENSATION
Develop AND MANAGE HUMAN CAPITAL
HR MANAGEMENT
HR planning & analytics, workforce strategy, management models, metrics.
ASSOCIATED TOOLS & PROCESSES
The human resource management process consists of a sequence of activities that begins strategies, goals and market position
An HR professional will then move to job analysis and design, then planning and forecasting
Movement is then made to employee recruitment and selection; then focuses on employee training, performance appraisal, compensation and benefits; and ends when the employee leaves the organization
HR MANAGEMENT
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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RECRUITING
ASSOCIATED TOOLS & PROCESSES
Applicant Tracking (ATS)
Resume Aggregators
Candidate Relationship Management
Requisitions
RECRUITING
ONBOARDING
ASSOCIATED TOOLS & PROCESSES
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Employee onboarding
Orientation
New hire training
Compliance documents
Pre-employment checks
Onboarding system
Docusign
ONBOARDING
COMPENSATION
ASSOCIATED TOOLS & PROCESSES
Compensation Methodology/Framework
Benchmarking
Payroll
Benefits
Reward Programs
Badging Programs
COMPENSATION
TRAINING & LEARNING
MANAGEMENT
ASSOCIATED TOOLS & PROCESSES
Administration, documentation, tracking, and recording of training programs
Learning Management Platforms
Content Creation
Certification Management
Compliance Attestations
TRAINING & LEARNING
Offering services to customers. This is the act of providing service delivery as a core business practice and covers identifying strategies for performing service delivery, managing resources, and delivering services to the customer.
CAPABILITIES
SUPPLY CHAIN MANAGEMENT
DRIVE THRU TECHNOLOGIES
Enable service delivery resources
DELIVER SERVICES
Supply Chain Management
Back Office Functionality that also overlaps human capitol, physical goods as well as managing resources and assets.
ASSOCIATED TOOLS & PROCESSES
Forecasting
Setting up cash and taking cash from night before
Setting up inventory for both shift & week
Ordering for next day and week
Establishing and reconciling credits
Returns and transfers
Recording waste
Setting up inventory
Menu mix
Ingredient mix
Prep set up
Setting up stores
Supply Chain Management
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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DRIVE THRU TECHNOLOGIES
Equipment and systems used in the operations of a Drive Thru sales Channel.
ASSOCIATED TOOLS & PROCESSES
Order confirmation boards
Digital communication (heaadsets)
Timers
Vehicle triggers
DRIVE THRU TECHNOLOGIES
ENABLE SERVICE DELIVERY RESOURCES
Labor forecasting, staffing position assignments, execution of training, delivery of service to customers.
ASSOCIATED TOOLS & PROCESSES
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Labor forecasting modules in BOH systems (sales or projection data-based labor decisions)
Temp or gig economy staff management
Catering or large order fulfillment logistics management
Learning Management Systems
Automated Fulfillment Management Systems
Employee communication technologies
Schedule availability management
ENABLE SERVICE DELIVERY RESOURCES
Overseeing key back-office processes for organizations. This category includes process groups related to planning and management accounting, revenue accounting, general accounting and reporting, fixed-asset project accounting, payroll, accounts payable and expense reimbursements, treasury operations, internal controls, tax management, international funds/consolidation, and global trade services.
CAPABILITIES
Accounting, Audit, Tax & Finance
Tax management
Cash Control
Gift Card Programs
MANAGE FINANCIAL RESOURCES
Accounting, Audit, Tax & Finance
A system for organizing and recording a business’s finances, calculating and remitting taxes and identifying areas for improvement in internal controls with relevant regulations.
ASSOCIATED TOOLS & PROCESSES
ERP
AR
AP
Finanacial reporting and analysis (operational, financial, marketing)
Payroll processing
Paycards
Payroll tax submmission
Expense report processing
Treasury & Foreign Exchange
Jurisdictional tax calculation
General ledger
Accounting, Audit, Tax & Finance
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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TAX MANAGEMENT
The typical Tax function continues to change, increasing the need for improved processes and related workflow, document management, and collaboration. Corporate activities, such as acquisitions/divestitures, increased use of shared delivery centers and cosourcing, and overall increased reporting requirements, all point to the need for Tax to work more efficiently and utilize technology to enable their delivery and controls.
ASSOCIATED TOOLS & PROCESSES
Tools to support the core processes of Tax Planning, Tax Accounting and Reporting, Tax Compliance, and Tax Audit Defense
Documents and record management and retention underlies all tax processes
Integrations with Accounting, Finance or ERP solutions are likely
TAX MANAGEMENT
CASH CONTROL
Managing and monitoring credit and collection policies, cash allocation, and disbursement policy.
ASSOCIATED TOOLS & PROCESSES
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Safes
Armored truck services
Petty cash
Paycards
CASH CONTROL
GIFT CARD PROGRAMS
Stored value services, retail distributors, fulfillment.
ASSOCIATED TOOLS & PROCESSES
POP activation
Transactional accounting
GIFT CARD PROGRAMS
Relating to the design, construction, acquisition, and management of both productive and non-productive assets.
CAPABILITIES
CONSTRUCTION MANAGEMENT
LEED/Green Buildings
Real Estate Management
Site Selection
ACQUIRE, CONSTRUCT & MANAGE ASSETS
Construction Management
Management of the full lifecycle of construction, from design, blueprint, to build.
ASSOCIATED TOOLS & PROCESSES
Construction lifecycle management
Portfolio management systems
Construction Management
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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LEED/GREEN BUILDINGS
Creation of Sustainable assets which provide continuous environmental and economic benefits while reducing emissions and energy consumption; known as Leadership in Energy and Environmental Design (LEED).
ASSOCIATED TOOLS & PROCESSES
Process and tools to support planning, monitoring of progress, credit library, and reporting across:
Sustainable Sites
Water Efficiency
Energy and Atmosphere
LEED/GREEN BUILDINGS
REAL ESTATE MANAGEMENT
Management of the full lifecycle of real estate, from offer to sale.
ASSOCIATED TOOLS & PROCESSES
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Process and tools to support:
Tenant (Lessee) Information
Lease and Facility Information
Critical Dates
Billing
Cash Receipts and Adjustments
Collections
REAL ESTATE MANAGEMENT
SITE SELECTION
Measuring the needs of a new restaurant project against the merits of potential locations.
ASSOCIATED TOOLS & PROCESSES
GRIS
Location Intelligence Systems
SITE SELECTION
Compliance
Communication
Maketing Funnel progression:
TRADITIONAL MARKETING
DIGITAL MARKETING
DIGITAL SIGNAGE
LOYALTY & REWARDS
MANAGE CUSTOMERS/ACCTS
PACKAGING
TAKING CUSTOMER ORDERS
PAYMENT PROCESSING
Tools to support Job/Project Costing, Timesheets, Pipeline Management, Content review and approval.
SEO
Store Locator
Voice Search
Reputation management
Branding
Environmental on-premises
TRADITIONAL MARKETING
Use of media including: Outdoor (Billboards, bus/taxi wraps, posters etc); Broadcasting (TV, Radio etc); Print (Magazines, newspapers etc); Direct Mail (catalogues etc); Telemarketing (Phone, text message); Window display and signs; where the audience may be known, but the individual consumer is not.
ASSOCIATED TOOLS & PROCESSES
Campaign management
Processes and tools to enable resoruces teams to create, optimize, report, and track marketing campaigns across multiple channels. This may include or integrate with offer management systems, Coupons, Promotions, and Real-time Offers.
CRM
CDP
Content Management Systems (CMS)
Convert 3rd party customer to 1st party customer
TRADITIONAL MARKETING
DIGITAL MARKETING
Selection, execution, and management of campaigns through channels including: Social media; Website Content marketing; Affiliate marketing; Inbound marketing; Email marketing; PPC (pay per click; SEM (Search engine marketing); where the audience or consumer is unknown or known.
ASSOCIATED TOOLS & PROCESSES
Attribution reporting
Process and tools to support segmented audiences, personalized ads, ad optimization events, campaign management, and lookalike audiences. The focus is on construction of custom lists to target visitors at different stages of their journey based on data to inform your ad campaigns and increase conversions.
Location based marketing
Personalized marketing
3rd party advertising
Web display ads
Mobile ads
DIGITAL MARKETING
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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DIGITAL SIGNAGE
Digital signage, sometimes called electronic signage, refers to display technologies like LED walls (or video walls), projection, and LCD monitors to vividly display videos, directions, menus, marketing messages or digital images. Digital signage offers wayfinding, messaging, marketing and outdoor advertising. Content may be static or interactive.
ASSOCIATED TOOLS & PROCESSES
Centrally managed or non-centralled managed content distribution platform to support processes including:
Content creation
Content management and distribution
Device/player management
Performance measurement
DIGITAL SIGNAGE
LOYALTY & REWARDS PROGRAMS
Recognition programs to incentive and reward customer behavior as means of deepening customer engagement and amplifying the Lifetime Value of a customer. Generally designed to attract customers, encourage repeat business, and retain customers of value.
ASSOCIATED TOOLS & PROCESSES
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Customer Relationship Management (CRM)
Customer Data Platform (CDP)
LOYALTY & REWARDS
MANAGE CUSTOMERS AND ACCOUNTS
Provide the processes and tools necessary to organize and manage your customer records.
ASSOCIATED TOOLS & PROCESSES
Common capabilities include:
Ability for customers to self-service account creation and updates through the creation of a Customer Profile
Association of a customer's Order History and Preferences, enabling functionality including Re-Orders
Support for brands through process including segmentation of customers and modification of customer accounts in bulk
MANAGE CUSTOMERS/ACCTS
PACKAGING
Your packaging is how your brand is represented on shelves or in customers hands when they receive your product. As an representation of your company, this is marketing, and a specific discipline which is part of the brand communications strategy.
ASSOCIATED TOOLS & PROCESSES
Marketing asset creation and management
Renderings and proofs
Sustainability certifications
Project management
Costing
PACKAGING
TAKING CUSTOMER ORDERS
A process allows that a guest to place an order that is to be fulfilled by a restaurant or related entity.
ASSOCIATED TOOLS & PROCESSES
POS Hardware and Software
Payment Terminals
Payment Processing
Merchant Services
Content Management Systems (CMS)
Stored value (Point of Sale / Point of service)
TAKING CUSTOMER ORDERS
Affinity marketing
Channel selection and optimization
SEO
Store locator
Voice search
Reputation management
POS
Website
Apps
Process and tools to launch, manage, and analyze the performance of loyalty programs. Likely integrations to supporting systems including:
Processes orders on brand or guest devices for individuals, groups and accounts via one or many ordering channels
Calculates order amount(s), taxes, surcharges, sub-totals and totals
Provides transactional data to other systems
Online/ App, mobile, kiosk, voice, Neuralink, self ordering
Curbside Pickup
1st Party Delivery
3rd Party Delivery
Menu Aggregation Services
Catering Systems
Assisted (in person, phone, comm systems)
PAYMENT PROCESSING
A process that allows a restaurant or related entity to take payment for services, products, or other saleable items.
ASSOCIATED TOOLS & PROCESSES
Cash
Credit (card present/not present)
Stored value
Digital currency
Non-monetary currency (loyalty points)
PAYMENT PROCESSING
Currency exchange:
Promo
Value compensation:
Retention comps
EE comps
Setting up catalog per distributor
License plate recognition
Voice AI automation
Time off management
Shift management and trading
Labor cost management
Role based job assignment management mapping
Electronic Fulfillment Scheduling
Tools and process to support:
TRAINING & LEARNING
DEVELOPMENT & PERFORMANCE
TIME & ATTENDANCE
DIVERSITY & INCLUSION
LABOR MANAGEMENT
WORKFORCE COMMUNICATION
HR SERVICES & INQUIRIES
EMPLOYEE RELATIONS
INFORMATION & ANALYTICS
Recruit & screen candidates
Manage/track applicants
Skill assessments/tests
Compliance Documentation (ID)
DEVELOPMENT & PERFORMANCE
ASSOCIATED TOOLS & PROCESSES
Employee development & performance
Counsel employees
Succession planning
Retirement
Reward & recognition programs
DEVELOPMENT & PERFORMANCE
Performance evaluation programs
TIME & ATTENDANCE
ASSOCIATED TOOLS & PROCESSES
Time tracking
Biometrics
PTO management
Punch in/out
TIME & ATTENDANCE
DIVERSITY & INCLUSION
ASSOCIATED TOOLS & PROCESSES
Strategy
Roadmap
Special interest group
DIVERSITY & INCLUSION
LABOR MANAGEMENT
ASSOCIATED TOOLS & PROCESSES
Labor Schedules
Compliance (i.e. Minors)
Manual & Automated Scheduling
LABOR MANAGEMENT
Forecasting
Unions
Collective Bargaining
Gig Workers
Workforce Communications
ASSOCIATED TOOLS & PROCESSES
Surveys
Collaboration
Broadcast messages
Badges
Intranets
SMS
Collaboration platforms
Workforce Communications
Standard HR Services
& Inquiries
ASSOCIATED TOOLS & PROCESSES
Case/event/ticket management
HR Services & Inquiries
Employee Relations, Grievance Mgmt, Policy Mgmt, Compliance
ASSOCIATED TOOLS & PROCESSES
Workers Comp/Incident Reporting
Employee Relations
OSHA Reporting
Case Management
Employee Information & Analytics
ASSOCIATED TOOLS & PROCESSES
HRIS (employee data & event mgmt)
Reporting
Metrics
Information & Analytics
Strategy management system
Define vision, mission, values.
Define focus areas
Define and prioritize Objectives
Define KPIs for each objective
Establist projects to meet objectives
Measure project status
Validation process for food safety at open/close
Results of food safety modernization act compliance
FDA/local food regulatory service programs and tracking
HAACP compliance process/systems/
lack of integrations
Operational task management systems
Checklist management (integrated or not with BOH)
Liquor distribution training management
Food handler permit management
Materials and Resource
Indoor Environmental Quality
Innovation in Design
Regional Priority
Expense Participation
Rent Escalation
Security Deposits
Revenue (Management) Fees
Fees and Interest
Accrued Rent
Sales Overage and Analysis
Projected Rent
Updates and Purges
Tenant Work Orders
RESEARCH AND
DEVELOPMENT
RESEARCH AND
DEVELOPMENT
Includes activities that companies undertake to innovate and introduce new products and services.
ASSOCIATED TOOLS & PROCESSES
Flavor and food trends
Product/service tracking
RESEARCH AND
DEVELOPMENT
IT Management
Franchise support
Cybersecurity/Compliance OPS
Provisioning, Lifecycle Mgmt.
Service Management/help desk
Architecture services
Technology roadmap
Disaster recovery
Data center Services
End-User Computing & Collaboration
Restaurant Tech Strategy
Network Infrastructure
Steven M. Elinson
Managing Director,
Travel and
Hospitality, AWS
Craig Allen Keefner
Consultant, Kiosk Manufacturer Association
Robert Peterson
Area VP, New Business, North America,
Oracle Food & Beverage
Joseph Tenczar
Co-Founder & CIO, Restaurant CIOs
Dr. Cervantes Lee
Faculty Instructor,
UNLV William F. Harrah College of Hospitality
Business Intelligence: Tools and process such as reporting software, polling processes, analytics
IT MANAGEMENT
Develop strategic initiatives, review, prioritize, measure, evaluate.
ASSOCIATED TOOLS & PROCESSES
Governance
Service Level Agreement (SLA) Delivery
Portfolio Management
IT MANAGEMENT
FRANCHISE SUPPORT
Menu Engineering, Pricing Strategy, Centralized Menu/Price Management.
ASSOCIATED TOOLS & PROCESSES
IT Services
Governance
Payment services
FRANCHISE SUPPORT
Cybersecurity/Compliance Operations and Training
Menu Engineering, Pricing Strategy, Centralized Menu/Price Management.
ASSOCIATED TOOLS & PROCESSES
Restaurants should comply with all applicable federal and state regulations (PCI, Data Privacy including CCPA, GDPR, etc.).
In addition, organizations should maintain and evolve internal cyber security training, awareness, and risk management programs which may include, but is not limited to, the handling of sensitive data, privilege user training, acceptable use training, remote access and remote work, and more.
Tech support
Refer to RTN Security Operations Workgroup outputs
CYBERSECURITY
PROVISION & LIFECYCLE MANAGEMENT
Menu Engineering, Pricing Strategy, Centralized Menu/Price Management.
ASSOCIATED TOOLS & PROCESSES
User (Onboarding, management, offboarding)
Productivity tools management
CMDB
PROVISIONING/LIFECYCLE
SERVICE MANAGEMENT & HELP DESK
Menu Engineering, Pricing Strategy, Centralized Menu/Price Management.
ASSOCIATED TOOLS & PROCESSES
ITIL & ITSM
Benchmarking (network availability, application, security)
Criticality (L1-L3, SME) and SLA creation & review
Includes problem and incident management within defined support areas (Users, infra, apps, security, etc.).
SERVICE MGMT/HELP DESK
Change Management
Incident Management
Vendor Management (Third party assessments)
Support
New restaurant opening
Brand management
Digital strategy for guest engagement
Firewalls, Data Privacy, Data Protection, Threat Detection and Response
EOL
Tech debt management
RACI creation with internal vs. external defined (e.g. managed by the business vs. managed by partner)
ARCHITECTURE SERVICES
Menu Engineering, Pricing Strategy, Centralized Menu/Price Management.
ASSOCIATED TOOLS & PROCESSES
Using and managing API integration
Integration with DSPs
Please refer to RTN "Transactional Data Standards" document
ARCHITECTURE SERVICES
Technology Roadmap
Menu Engineering, Pricing Strategy, Centralized Menu/Price Management.
ASSOCIATED TOOLS & PROCESSES
Technological roadmap
Vetting of new technologies
Integrations
Operations
TECHNOLOGY ROADMAP
Marketing
Deployment
Support
DISASTER RECOVERY
Menu Engineering, Pricing Strategy, Centralized Menu/Price Management.
ASSOCIATED TOOLS & PROCESSES
DRP/BCP - Disaster Recovery / Business Continuity planning
Training
Testing (exercises)
Criticality of assets
DISASTER RECOVERY
DATA CENTER SERVICES
Menu Engineering, Pricing Strategy, Centralized Menu/Price Management.
ASSOCIATED TOOLS & PROCESSES
Database (Administration, support, management)
Servers (On-prem, Cloud, Co-location)
Access and device management
Data storage and backup management.
DATA CENTER SERVICES
END-USER COMPUTING
& COLLABORATION
Menu Engineering, Pricing Strategy, Centralized Menu/Price Management.
ASSOCIATED TOOLS & PROCESSES
Hardware (desktops, laptops, tablets, mobile),
Software including OS, communications (Email, messenger system), productivity suites (Office, Google, etc.)
Need maturity model (single sites/small medium --> 100s/1000s, New Restaurant Openings (NRO), pacing of technology implementation)
End-point security
END-USER COMPUTING & COLLAB
RESTAURANT TECHNOLOGY STRATEGY
Menu Engineering, Pricing Strategy, Centralized Menu/Price Management.
ASSOCIATED TOOLS & PROCESSES
Restaurant, administrative (main, home and support offices), third party (suppliers, 3PD, franchisees)
Tech Stack Maturity Model
Able to act on new technologies: POS system, Credit Card terminals, PC, internet link with modem, phone system (landline or mobile), 3rd party admin/comms (tablets, terminal, etc.)
BoH servers, central computing (data center, cloud or client/server), unit firewalls and access points, Digital menu boards (DMB)
RESTAURANT TECH STRATEGY
Medium plus handheld POS's, tabletop devices, data center so-location, dedicated links with VoIP system, managed mobile devices, kiosks
New Restaurant Openings (NRO), pacing of technology implementation
NETWORK INFRASTRUCTURE
Menu Engineering, Pricing Strategy, Centralized Menu/Price Management.
ASSOCIATED TOOLS & PROCESSES
Network Infrastructure, gateways, monitoring
Transport Methodologies - 5G, Broadband, MPLS, LTE | Hub & Spoke vs. DIA | Single transport, backup & resiliency, SD-WAN, Redundancy
In-store : wired, Wi-Fi
NETWORK INFRASTRUCTURE
Russell Cotter
Enterprise Architect
for Restaurant Technology, Chipotle Mexican Grill
WORKFORCE MANAGEMENT
Manual & automated scheduling, predictive scheduling, timekeeping, clock, punch in/out, onboarding, one-click onboarding, payroll, labor mix, union/vs non-union, labor laws and scheduling, loan vs pay, gig workers.
ASSOCIATED TOOLS & PROCESSES
Time clock management
Labor schedule management
Onboarding management
WORKFORCE MANAGEMENT
SUBSCRIPTION DATA SERVICES
ASSOCIATED TOOLS & PROCESSES
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HR process management
Candidate communications technology
Certain POS systems for timekeeping, payroll applications, staff facing mobile apps for shift management, gamification tools, gig economy management, biometrics applications
WORKFORCE MANAGEMENT
Root cause analysis (RCA)
