Citas bibligráficas
Aguilar, P., Farro, C., Meyer, I. (2022). Proceso de transformación digital de restaurante San Rafael [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/668093
Aguilar, P., Farro, C., Meyer, I. Proceso de transformación digital de restaurante San Rafael [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2022. http://hdl.handle.net/10757/668093
@mastersthesis{renati/848380,
title = "Proceso de transformación digital de restaurante San Rafael",
author = "Meyer Gutierrez, Irving Fritz",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2022"
}
Digital transformation impacts all industries and is transforming products, processes and business models. Restaurants are no strangers to these processes of change and this thesis proposes a plan to be followed by the San Rafael restaurant, which operates within the Real Club de Lima, to start a process of digital transformation with a focus on the user experience to remain competitive. The general objective of the digital transformation plan developed in this thesis is to improve the experience of the members of the Real Club de Lima when they are served by the San Rafael restaurant to increase the profitability of the business. Likewise, the following are the specific objectives for the project: Optimize back office processes through digitization and automatization. Improve the customer service experience of the restaurant. Eliminate queues and reduce customer waiting times. For the investigation, the qualitative research was used by interviews as the main method of data collection. For the solutions approach, three factors have been considered: First, take advantage of the opportunities that technology currently offers. Secondly, to satisfy the needs and expectations of the restaurant customers who belong to the club. Finally, improve the profitability of the restaurant taking into account the return time of the investment. In this sense, on one hand, to optimize the back office processes, the implementation of Restaurant.pe has been proposed, a SaaS that adjusts to the restaurants operating needs, and, on the other hand, the development of a customized application mobile as a transforming element of the customer experience, since it breaks the limitations of service within the physical space of the restaurant, by allowing the club member to consult, place and receive orders in any area within the club, without the need to interrupt their recreational activities. Finally, from the financial analysis, a NPV greater than 0 and an IRR of 18.07% are obtained, which is higher than the risk-free rate of 3.51%, in addition to a B/C of 1.18. Considering that a return on investment is expected in 4 months with 26 days, it is concluded that the execution of the plan developed in this thesis is viable and profitable for the restaurant.
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