INTRODUCTION
Most owners/managers in the restaurant business will agree that a handheld order-taking system that can efficiently expedite a food order more quickly can result in better customer satisfaction, and that alone could justify the investment in such a system. However most people are probably not aware of all the potential benefits that make handheld order entry systems such a compelling alternative to the status-quo POS touch screen systems in use today.
This article attempts to highlight all these potential benefits by first looking at the deficiencies of the current, de-facto order entry systems (fixed station touch screen POS terminals), and then showing how a handheld order-taking system can effectively address these deficiencies. This is followed by a description of the added benefits of a wireless handheld order-taking system (the icing on the cake) and how they affect customer service, costs, and revenues.
THE DOUBLE ENTRY AND OTHER PROBLEMS
Fixed station touch screen POS systems have become the system of choice for foodservice establishments; not only of full service restaurants but also in quick and delivery service, bars, and cafeteria type establishments. However there are still some high table turnover environments that have resisted touch screen technology. Why is this? Well, in the words of some restaurant operators: “Touch screen systems are too slow to get the order to the kitchen. It’s a hell of a lot quicker if the server takes a copy of the order directly to the preparation areas.” And you know what, they are right but I suppose replacing a cash register with a shoe box to throw the money in is faster as well. For the purposes of this article lets entertain the argument. When you compare how a touch screen system would work in a high paced environment compared to a manual system, there is no doubt that a manual system is faster as regards speed of service. For starters, by using carbon copies of the handwritten order (one for the kitchen, another one for the cashier), you avoid two big time consuming tasks. First, the time wasted going to a fixed POS terminal and then possibly waiting in line to access it. Typically there is one terminal per 2 to 4 servers, and during busy periods of the day there are invariably server lines at the terminals. Sure, one could eliminate this problem by having one terminal per active server, but this would be, in most cases, cost and space prohibitive. Second, the time it takes to transfer the handwritten order from the pad to the fixed POS terminal, which can be anywhere from 20 seconds to 4 minutes depending on the size of the order and the experience of the server with the POS system.
Other, not so obvious problems with the pencil-and-pad-then-touch-screen-systems are:
In a nutshell, all the time issues and errors described above stem from the double entry process inherent in touch screen order-entry systems. The only way to eliminate, or at least reduce these problems is by eliminating double-entry.
HANDHELD ORDERING TO THE RESCUE
Obviously, the way to eliminate the double entry process is by entering the order directly into the POS System at tableside. If one takes it to the extreme, you could devise a system whereby the customer himself enters the order, eliminating the need of the servers for order taking. However, this would generate its own set of new problems. So let’s limit ourselves to replacing the pencil and pad order taking system with a wireless handheld device and look at how it mitigates the problems described above.
ICING ON THE CAKE
Now let’s look at the added benefits provided by a handheld order taking system. Some benefits stem from having complete access to menu information, others from the physical differences of the system, and yet others from the change in the workforce flow.
INCREASED REVENUES DUE TO…
REDUCE COSTS DUE TO…
OTHER BENEFITS…
BELLS AND WHISTLES
The benefits listed above are directly related to the more efficient processing of customer orders. But even more benefits can be squeezed out of handheld use by servers by adding additional handheld functionality.
Here are some:
SUMMARY
The benefits of wireless handheld order taking technology are fairly clear. Many restaurateurs have adopted this technology over past years, realising the numerous benefits. Although handheld order taking is not uncommon in Australia, it's use has not "exploded" as it was first thought it would 10 - 15 years ago. After examining all of the obvious benefits it would be a reasonable question to ask, why? The answer can possibly be found in the technologies history.
It was over 10 - 15 years ago that the first handheld systems came onto the market. These early systems used numeric keypads to enter the PLU codes for items and infrared transmitter / receivers to relay the information between the handhelds and the POS system. Later systems started using radio frequencies to transmit the data, improving the communications reliability. Further reasons for the modest adoption rate have included problems with size, weight, battery life, security, reliability, order taking efficiency (how many steps does it take to order an item), ease of use, functionality, RF interference, the reluctance of many POS software developers to invest in development due to rapidly evolving hardware platforms eg. pocket / mobile pc's and, of course, the historically very high price of pocket / mobile computers. It was not uncommon for a pocket PC to cost around $1500.00 to $2000.00 10 years ago and even more for "industrial" grade units. It was not only this initial cost that created hesitation by many restaurateurs it was also the potential repeat of this cost to cover possible breakage from accidental drops etc.
One technology "explosion" we have seen in recent years are the mobile Apple Computer "i" products. ie. iPod, iPhone and iPad. They are mobile, offer powerful computing, easy to use, reliable, relatively low cost, they are fun and with the plethora of third party apps, have for many people, become an essential part of life. Who hasn't got an "i" product these days.
Will this "explosion" of mobile "i" products translate into the massive uptake of restaurant handheld ordering devices as was predicted 10 - 15 years ago? They certainly seem to remove almost all of the final objections to allow this to happen. They are small, light weight, have good battery life, are reliable, offer superior communications reliability whether you use wireless, Bluetooth or 3G, are secure and most importantly are very reasonably priced, with an iPod Touch retailing for around $200.00, especially when considering it can be used as such a powerful business tool. Software developers are embracing the platform (the iOS operating system) being confident that it has a long future. With all these hurdles overcome we come to the final two, "Order Taking Efficiency" and "Ease of Use". This is up to the software developers. Any "i" product user will today testify that we have seen some remarkably clever and easy to use apps come onto the market. This is no different for restaurant handheld ordering apps. The TIM (Time is Money) app has recently been released allowing integration to the world renowned Aloha POS System. It effectively mimics the Aloha POS fixed terminal ordering screens allowing servers easy transition between the two.
So it is finally here, a wireless restaurant handheld ordering device that defies any objection and is seamlessly integrated to the worlds best Hospitality POS System. The "explosion" is starting ...........
What's next I here you ask. Well ,,,,,, fully integrated online restaurant ordering into your Aloha POS System from either your website or your customers "i" device. Yes, we have an app for that as well.
Restaurant POS Wireless Handheld Ordering - Configuration Overview
Restaurant POS Wireless Handheld Ordering - Operators Manual
Further information: Aloha POS System or Restaurant POS Wireless Handheld Ordering or call us (02) 9817-7791