KM in the Pizza Business

1
KM in the Pizza Business

• Ryan Thorne
• Richard Cline
• Nile Teclemariam

2
Background

• Start up 13 years ago
• Just recently in the last 2 years went from 3
  stores to 6
• Looking to expand presently (franchise or not)
• Adult and Family side
• Woodfire pizza, salads, appetizers, and alcohol
• Basic executive board (no IT, COO, KM etc)

3
PresentlyCorporately

• No Information system to retain besides financial
  records of food sales
• Small top down management style while company is
  small
• Management gains knowledge from word of mouth
  (from those who feel comfortable sharing)
• No knowledge is retained in a IT system

4
Present Employee/Customer

• Not encouraged to share
• Not surveyed
• Email specials if customers sign up
• Mailing of news letter
• There are Knowledge gaps between
• Hostess, servers, cooks, bartenders, cocktailors,
  and management

5
Where the Information is

• Financial records are kept in the corporate
  office computers
• Go through corporate to retrieve any data
• Marketing strategies
• Financial records
• Strategic Planning

6
IT Assessment..

• Presently
• Individual computers
• Transfer data through email or face to face
• Data stored in Aloha Software but not broken down
• Quantity of individual products sold to be
  analyzed

7
Org. Changes

• Added emphasis on a addition to the company
• Change the focus to KM with in the company a
  period of time
• Added new tasks to become routine
• Intranet uses
• Feedback gathering
• Data enter

8
Problems with IT/KM

• Narrow Scope of potential information used
• Limited access
• Place
• Time
• Personnel
• CHAOS
• Nobody in Charge of filtering or organizing of
  information
• Problems are going to arise in future with growth
  of company

9
Alignment Knowledge and Business Strategy

• What they must know
• KM system is going to be essential to structured
  future growth

• What they must do
• Implement a IT system

• What the company can do
• Implement a intranet
• Give surveys
• Access to company strategic information

• What the company currently knows
• They dont know the importance of their knowledge
  currently

10
Intranet Uses

• Storage of
• Employee Input
• Store improvements (efficiency, innovations for
  current and future stores)
• Recipe Ideas
• Customer Experience Feedback
• Pricing
• What tasted good or what needs improvement
• Food Trends

11
Intranet Uses (Cont.)

• Paychecks
• Pick up at another location
• Direct deposit
• Emailed updates to employees
• Scheduling
• Employee sharing
• Company Communication
• Email schedules
• Alerts
• Opportunities
• Reminders

12
Intranet Needs

• Actual people
• IT person
• KM official
• Mediators as accordingly to company growth
• Content management
• Management needs to create value
• Incentives, motivation, recognition
• Training
• Designated a time to use the sytem(30 min max
  after a shift to input information)

13
Roles and Responsibilities

• IT Specialist
• Create a system that best fits Farrellis
• KM Official
• Will be the leader of the KM project
• Create a positive sharing Culture
• Promotes Knowledge sharing
• Creates a systematic usage plan for employees
• Mediators/trainers
• Filters out non useful/duplicated data that is
  entered
• Designated time to teach and train employees

14
Deployment of KM System

• Objectives
• Deploy system in steps to allow easy integration
• Keep up and staying on top knowledge sharing
• Staying in front of the market trends
• Getting employees to buy into the system by
  creating trust and value
• Select leaders that would help with the
  integration and continual use of the KM System.
• Use the knowledge gained to not fall into ruts
• Technological devices
• Computers
• Servers
• etc

15
Captured Lessons Learned

• Feedback given by employees via intranet
• Received from customers
• Daily tasks
• Managers Analyze information to check for
  accuracy and genuineness
• Managers input

16
Benefits

• Competitive Advantage
• HR
• Marketing
• Employee satisfaction
• Customer satisfaction
• Trend leader
• Save money
• Growth (quicker)

17
Benefits Cont.

• More up to date on societal wants and needs
• Become Innovators with in their market
• Able to expand capabilities if wanted to or need
  be
• Unified Sharing Culture

18
Measurement

• Customer Satisfaction
• Employee Longevity/ Turnover
• Amount of data collected or entered
• Amount of change the company does over time (menu
  items, etc)
• Schedule of when information should be used by

19
Other KM Systems

• CoPs
• Break the company into their respected jobs and
  select leaders with in those groups
• Comment Boxes
• Knowledge Spiral
• K. Wiig KM Model

20
What the Future holds

• If a proper KM system is implemented then
  Farrellis is Set-up for success in their growth
  and industry
• Being leaders
• Success