Please answer this question based on the overview provided.

What is the communication plan that you will use to maximize awareness of the change?

Project Description and Overview

Mula Restaurant is a thriving restaurant in the Omaha midtown community. It is a small business serving food to the local community and others outside the community. Throughout the course of its existence, Mula continued to press the envelope. We started as a quaint restaurant to serve an emerging community with fine Mexican meals and an exceptional glass of tequila and various drinks made from tequila.

Mula is preparing for the next phase of their journey. We are ready to cross the digital divide and increase our market share by implementing a digital ordering system into our business model. The digital ordering system is the quickest and most efficient means for Mula to expand its customer base. The Mula dine-in is an exceptional and enjoyable experience, but we can only sit so many at a time. Our waiting lines can be long, and customers can be demanding. The digital ordering system allows us to increase our customer base through online ordering and delivery. Customers will not need to wait for extended amounts of time to sit and dine in the restaurant. They will be allowed to order their food online through an online ordering system. The system provides a full menu of items to choose from and the option of delivery or pickup.

Mula's online ordering system will provide the following advantages to the business -

It will allow us to grow our customer base by expanding beyond the current 1 to 10-mile radius.

We anticipate a 15 to 20 percent revenue increase within the first 12 to 18 months.

We expect to save 5 to 10 percent cost on phone orders by reducing the number of phone orders we take via phone.

We anticipate our wait times will decrease and allow us to get customers in and out of the dining area quicker. We currently have no estimated cost savings but anticipate a negligible positive impact.

The cost of introducing the digital ordering system is more advantageous than the cost of opening a new store and doubling our cost structure.

As we implement this new ordering system, we anticipate the customers will benefit in the following ways:

Increased speed to service and dining.

The flexibility to dine in, pick up dinner, or have it delivered

A more pleasant ordering experience than over the phone

less wait time in busy lines

Easier ordering through the online menu

More time to decide on meals and side dishes

The luxury of ordering from home or a remote location

Easy access to all orderable items through an inviting application user interface

Mula will partner with Square to host the online site and provide the digital ordering system, point of sale devices, and interface with the delivery services to provide the personal delivery experience and access to the multiple payment options available in the industry. We aim to grow our business by 30 to 40 percent within the next three years while we focus on our core competencies in food and fine dining and partner with Square for Restaurants to provide the digital experience to our customers.

With the new digital ordering system Mula will be able to lower wait times, increase sales, and expand our customer base. During this time of growth and improvement, it is extremely important that the Mula staff has the right support and training in order to carry out this new system. Without the right mentoring and coaching the new system can go unnoticed.

For starters it is important for there to be a coaching plan in place that allows Square to communicate with Mula managers. This will be a great starting point and will allow Square to give insight and an overview of how the system will best be integrated into Mula. Making the owner of Mula the executive sponsor for this project, he can be the escalation point for issues and can work closely with Square to ensure all issues are addressed. Most importantly, there will need to be a mentoring plan that allows the managers to extend their knowledge to the Mula staff. This will be a two-sided relationship where managers will offer guidance, provide direct feedback, advice, and practical solutions. With the mentoring plan put in place there will be direct support line between staff and management, allowing the system to be implemented effectively.

This will bring along many benefits to Mula. With the new hires for delivery, increase in sales, and a new system in place it is important that the Mula staff has all the support they need in order to integrate the new system effectively. Within the mentoring plan for staff members it will be important to set goals, build relationships, and increase the overall understanding of the new system. Managers will be able to follow through with mentoring the staff due to coaching provided by Square, the new ordering service. Because of the mentoring and coaching plans in place, the entire staff will be able to input and receive orders into the new system, have an understanding of how the system works, prepare and deliver food to the correct places, and overall decrease the wait times for customers while increasing overall revenue.