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Blackshop Restaurant

John S. Haywood-Farmer ; Karim Moolani ; Michelle Peng

Reference: IVEY-9B09D001-E
Year: 2008
Number of pages: 14
Geographic Setting: Canada
Publication Date: Jan 7, 2009
Fecha de edición: Mar 21, 2011
Source: Ivey Business School (Canada)
Type of Document: Case
Industry Setting: Accommodation & Food Services;

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Description

In April 2008, the owners of the Cambridge, Ontario-based Cerny Hospitality Group (CHG) were considering the purchase and implementation of OpenTable's reservation management software in three of their restaurants, including the Blackshop Restaurant. It was thought that the software could aid in more effectively managing customer demand due to its ability to allow on-line reservations and its data-gathering capability, an improvement over its current manual reservation system. CHG was a family-owned and operated business and had achieved considerable success with its personal touch with clients. When considering the purchase of the software, CHG had concerns about the potential cost and return on investment, in addition to the strategic fit for this company that placed much emphasis on the human-touch and personal interaction with customers.

Keywords

Bottlenecks Capacity analysis Customer service Equipment Investment Process analysis Process Design/Change Quality control service operations Technology