Program: Masters of Engineering Management

Course: Project Risk Management

Assignment: Final project report

IdentifiedProject risks and Opportunities

Risk #1

Situation:Menu Board Visibility Compromised Due to Weather Conditions

Project Objectives: Customer Satisfaction, Operational Efficiency, Quality

Cause:Adverse weather conditions such as heavy rain, fog, or extreme sunlight may obscure the visibility of the menu board, making it difficult for customers to read and select their orders.

Threat Risk: Reduced menu board visibility risks customer dissatisfaction and operational inefficiencies, potentially leading to longer wait times and order inaccuracies.

Effect: Poor menu board visibility may hinder the projectobjective of enhancing customer satisfaction and operational efficiency. It could result in customer frustration, increased order errors, and longer wait times. Addressing this risk may require investments in weather-resistant signage or alternative menu display methods,impacting project scope and budget allocation.

Risk #2

Situation:Inefficient Drive-Thru Lane Design Impacting Traffic Flow

Project Objectives: Customer Satisfaction, Operational Efficiency, Time

Cause: Poorly designed drive-thru lanes may result in traffic congestion and delays, affecting the smooth flow of orders and pickup.

Threat Risk: The inefficient lane design poses a risk to customer satisfaction and operational efficiency, potentially leading to longer wait times and increased customer frustration.

Effect: Suboptimal traffic flow may undermine the projectobjective of enhancing customer satisfaction and operational efficiency. It could result in a negative impact on the project's timeline, increased operational costs for traffic management solutions, and potential safety hazards for customers and staff. Addressing this risk may require costly lane modifications or redesign,impacting project scope and budget allocation. Failure to mitigate this risk could lead to decreased customer loyalty, reputation damage, and financial losses for the business.

Risk #3

Situation: Payment Processing System Failures

Project Objectives: Customer Satisfaction, Operational Efficiency, Time

Cause: Technical glitches or system failures in the payment processing system may disrupt the seamless ordering and payment experience for customers.

Threat Risk: Payment processing system failures pose a risk to customer satisfaction and operational efficiency, potentially leading to delays in order processing and checkout.

Effect: System failures may hinder the projectobjective of enhancing customer satisfaction and operational efficiency. They could result in customer frustration, abandoned orders, and lost sales. Addressing this risk may require investments in backup systems or technical support resources,impacting project scope and budget allocation.

Risk #4

Situation:Staff Errors in Order Taking or Preparation

Project Objectives: Customer Satisfaction, Operational Efficiency, Quality

Cause: Inadequate training or high workload may lead to errors in order taking or preparation, resulting in incorrect orders or delays in service.

Threat Risk:Staff errors pose a risk to customer satisfaction and operational efficiency, potentially leading to longer wait times, order inaccuracies, and negative customer experiences.

Effect:Inaccurate orders and service delays may hinder the projectobjective of enhancing customer satisfaction and operational efficiency. They could result in customer complaints, refunds, and loss of repeat business. Addressing this risk may requireadditional training programs or staffing adjustments,impacting project scope and budget allocation.

Risk #5

Situation:Technical Glitches or Integration Issues with Digital Ordering Platforms

Project Objectives: Customer Satisfaction, Operational Efficiency, Time

Cause: Software bugs or compatibility issues may cause technical glitches or integration failures with digital ordering platforms, disrupting the ordering process.

Threat Risk: Technical glitches pose a risk to customer satisfaction and operational efficiency, potentially leading to disrupted service, order errors, and customer frustration.

Effect:Technical issues with digital ordering platforms may hinder the projectobjective of enhancing customer satisfaction and operational efficiency. They could result in lost sales, negative customer experiences, and reputational damage. Addressing this risk may require collaboration with software developers or IT support,impacting project scope and budget allocation.

Risk #6

Situation: Insufficient Staffing Levels During Peak Hours

Project Objectives: Customer Satisfaction, Operational Efficiency, Time

Cause: Inadequate staffing levels during peak hours may lead to longer wait times, order errors, and increased customer dissatisfaction.

Threat Risk: Insufficient staffing poses a risk to customer satisfaction and operational efficiency, potentially leading to decreased service speed and quality.

Effect: Staff shortages during peak hours may hinder the projectobjective of enhancing customer satisfaction and operational efficiency. They could result in longer wait times, order inaccuracies, and negative customer experiences. Addressing this risk may require adjustments to staffing schedules or hiringadditional personnel,impacting project scope and budget allocation.

Risk #7

Situation:Order Processing System Failures

Project Objectives: Customer Satisfaction, Operational Efficiency, Time

Cause:System failures or malfunctions in the order processing system may disrupt the flow of orders and lead to delays in service.

Threat Risk: Order processing system failures pose a risk to customer satisfaction and operational efficiency, potentially leading to disrupted service, order errors, and longer wait times.

Effect: System failures in the order processing system may hinder the projectobjective of enhancing customer satisfaction and operational efficiency. They could result in lost sales, customer complaints, and reputational damage. Addressing this risk may require investments in backup systems or technical support resources,impacting project scope and budget allocation.

Risk #8

Situation: Inadequate Menu Item Availability

Project Objectives:Customer Satisfaction, Operational Efficiency, Quality

Cause:Inventory shortages or supply chain disruptions may lead to out-of-stock menu items, limiting customer choices andimpacting service quality.

Threat Risk: Inadequate menu item availability poses a risk to customer satisfaction and operational efficiency, potentially leading to customer dissatisfaction, lost sales, and reputational damage.

Effect: Limited menu item availability may hinder the projectobjective of enhancing customer satisfaction and operational efficiency. It could result in lost sales, negative customer experiences, and decreased brand loyalty. Addressing this risk may require improved inventory management practices or supplier diversification,impacting project scope and budget allocation.

Risk #9

Situation: Insufficient Training for Staff

Project Objectives: Customer Satisfaction, Operational Efficiency, Quality

Cause: Inadequate training programs or resources may result in staff members lacking the necessary skills or knowledge to perform their duties effectively.

Threat Risk:Insufficient training for staff poses a risk to customer satisfaction and operational efficiency, potentially leading to order errors, service delays, and negative customer experiences.

Effect: Staff members lacking adequate training may hinder the projectobjective of enhancing customer satisfaction and operational efficiency. It could result in decreased service quality, increased order inaccuracies, and customer complaints. Addressing this risk may require investments in training programs oradditional resources for staff development,impacting project scope and budget allocation.

Risk #10

Situation: Environmental Hazards Impacting Operations

Project Objectives:Customer Satisfaction, Operational Efficiency, Quality

Cause: Environmental hazards such as severe weather events, natural disasters, or power outages may disrupt operations and impact service delivery.

Threat Risk: Environmental hazards pose a risk to customer satisfaction and operational efficiency, potentially leading to disrupted service, safety hazards, and property damage.

Effect: Environmental hazards may hinder the projectobjective of enhancing customer satisfaction and operational efficiency. They could result in service disruptions, safety concerns, and reputational damage. Addressing this risk may require emergency preparedness plans or investments in infrastructure resilience,impacting project scope and budget allocation.

Risk #11

Situation: Regulatory Compliance Issues

Project Objectives: Customer Satisfaction, Operational Efficiency, Quality

Cause: Changes in regulations or non-compliance with existing regulations may result in fines, penalties, or legal actions,impacting operations and service delivery.

Threat Risk: Regulatory compliance issues pose a risk to customer satisfaction and operational efficiency, potentially leading to disruptions in service, legal liabilities, and reputational damage.

Effect: Regulatory compliance issues may hinder the projectobjective of enhancing customer satisfaction and operational efficiency. They could result in financial losses, legal consequences, and damage tothebrand's reputation. Addressing this risk may require investments in compliance management systems or legal counsel,impacting project scope and budget allocation.

Risk #12

Situation:Supply Chain Disruptions

Project Objectives:Customer Satisfaction, Operational Efficiency, Quality

Cause: Disruptions in the supply chain, such as raw material shortages, transportation delays, or supplier bankruptcies, mayimpact the availability and quality of products and services.

Threat Risk: Supply chain disruptions pose a risk to customer satisfaction and operational efficiency, potentially leading to limited product availability, service delays, and increased costs.

Effect:Supply chain disruptions may hinder the projectobjective of enhancing customer satisfaction and operational efficiency. They could result in lost sales, order inaccuracies, and reputational damage. Addressing this risk may require supplier diversification strategies or contingency plans,impacting project scope and budget allocation.

Opportunity #1

Situation: Implementation of Digital Menu Boards

Project Objectives: Customer Satisfaction, Operational Efficiency, Technology Integration

Cause:Adoption of digital menu boards can enhance customer engagement, improve menu visibility, and allow for dynamic content updates.

Benefit Opportunity:Digital menu boards present an opportunity to enhance customer satisfaction and operational efficiency by providing visually appealing menu displays, promoting upselling opportunities, and streamlining menu updates.

Effect:Implementing digital menu boards mayfacilitate the projectobjective of enhancing customer satisfaction and operational efficiency. It could result in increased customer engagement, improved order accuracy, and enhanced brandperception. Addressing this opportunity may require investments in digital signage technology and content management systems,impacting project scope and budget allocation.

Opportunity #2

Situation: Integration of Mobile Ordering Apps

Project Objectives: Customer Satisfaction, Operational Efficiency, Technology Integration

Cause:Integration of mobile ordering apps allows customers to place orders remotely, reducing wait times and improving order accuracy.

Benefit Opportunity: Mobile ordering apps offer an opportunity to enhance customer satisfaction and operational efficiency by providing a convenient ordering platform, reducing in-store wait times, andoptimizing order processing.

Effect:Integrating mobile ordering apps may support the projectobjective of enhancing customer satisfaction and operational efficiency. It could result in increased order volume, improved order accuracy, and enhanced customer loyalty. Addressing this opportunity may require collaboration with app developers, staff training on app usage, and investment in backend systems integration,impacting project scope and budget allocation.

Opportunity #3

Situation: Implementation of Contactless Payment Options

Project Objectives:Customer Satisfaction, Operational Efficiency, Technology Integration

Cause:Offering contactless payment options such as mobile wallets or NFC-enabled cards can streamline the payment process and reduce transaction times.

Benefit Opportunity: Contactless payment options present an opportunity to enhance customer satisfaction and operational efficiency by providing a faster and more convenient checkout experience, reducing wait times, and minimizing cash handling.

Effect: Implementing contactless payment options mayfacilitate the projectobjective of enhancing customer satisfaction and operational efficiency. It could result in shorter transaction times, improved cashier productivity, and increased customer satisfaction. Addressing this opportunity may require investments in payment processing technology and staff training on new payment methods,impacting project scope and budget allocation.

Opportunity #4

Situation: Implementation of Pre-Ordering Options

Project Objectives: Customer Satisfaction, Operational Efficiency, Technology Integration

Cause: Pre-ordering options allow customers to place their orders in advance, reducing wait times and allowing for better order preparation.

Benefit Opportunity: Pre-ordering options offer an opportunity to enhance customer satisfaction and operational efficiency by reducing wait times,optimizing kitchen workflows, and improving order accuracy.

Effect:Implementing pre-ordering options may support the projectobjective of enhancing customer satisfaction and operational efficiency. It could result in smoother order processing, reduced peak hour congestion, and increased customer convenience. Addressing this opportunity may require investments in online ordering platforms, kitchen management systems, and staff training on pre-order fulfillment processes,impacting project scope and budget allocation.

Opportunity #5

Situation: Implementation of Loyalty Programs

Project Objectives: Customer Satisfaction, Customer Retention, Marketing Strategy

Cause: Loyalty programs incentivize repeat purchases and encourage customer loyalty through rewards and discounts.

Benefit Opportunity: Loyalty programs present an opportunity to enhance customer satisfaction and retention by rewarding frequent customers, fostering brand loyalty, and increasing customer lifetime value.

Effect: Implementing loyalty programs may support the projectobjective of enhancing customer satisfaction and retention. It could result in increased customer engagement, higher purchase frequency, and improved brand advocacy. Addressing this opportunity may require investments in loyalty program software, promotional materials, and staff training on program enrollment and management, impacting project scope and budget allocation.

Opportunity #6

Situation:Introduction of Drive-Thru Rewards Programs

Project Objectives: Customer Satisfaction, Customer Retention, Marketing Strategy

Cause: Drive-thru rewards programs offer incentives for frequent drive-thru customers, encouraging repeat visits and enhancing customer loyalty.

Benefit Opportunity: Drive-thru rewards programs present an opportunity to enhance customer satisfaction and retention by offering exclusiveperks, discounts, or free items to drive-thru patrons.

Effect: Introducing drive-thru rewards programs may support the projectobjective of enhancing customer satisfaction and retention. It could result in increased drive-thru traffic, higher customer engagement, and improved brand loyalty. Addressing this opportunity may require investments in rewards program infrastructure, promotional materials, and staff training on program implementation and management,impacting project scope and budget allocation.

Opportunity #7

Situation: Implementation of Customer Feedback Systems

Project Objectives: Customer Satisfaction, Continuous Improvement, Quality Assurance

Cause:Customer feedback systems allow businesses to gather insights and feedback from customers,identifying areas for improvement and addressing customer concerns.

Benefit Opportunity:Customer feedback systems present an opportunity to enhance customer satisfaction and continuous improvement bysoliciting feedback, addressing customer issues promptly, and implementing corrective actions.

Effect: Implementing customer feedback systems may support the projectobjective of enhancing customer satisfaction and continuous improvement. It could result in improved service quality, higher customer satisfaction scores, and increased customer loyalty. Addressing this opportunity may require investments in feedback collection tools, staff training on feedback analysis, and process improvement initiatives based on customer insights,impacting project scope and budget allocation.

Opportunity #8

Situation:Expansion of Menu Offerings

Project Objectives: Customer Satisfaction, Market Differentiation, Revenue Growth

Cause: Expanding menu offerings with new and innovative items can attract new customers, satisfy diverse preferences, and increase customer spending.

Benefit Opportunity: Menu expansion presents an opportunity to enhance customer satisfaction, market differentiation, and revenue growth by offering a wider variety of menu options to cater to diverse tastes and preferences.

Effect: Expanding menu offerings may support the projectobjective of enhancing customer satisfaction, market differentiation, and revenue growth. It could result in increased customer appeal, higher average transaction values, and improved competitive positioning. Addressing this opportunity may require investments in menu development, ingredient sourcing, and marketing efforts to promote new menu items,impacting project scope and budget allocation.

Opportunity #9

Situation: Implementation of Cross-Selling and Upselling Strategies

Project Objectives: Customer Satisfaction, Revenue Growth, Sales Optimization

Cause:Cross-selling and upselling strategies encourage customers topurchase complementary or higher-value items, increasing sales revenue and customer satisfaction.

Benefit Opportunity:Cross-selling and upselling strategies present an opportunity to enhance customer satisfaction, revenue growth, and sales optimization by maximizing the value of each customer transaction and offering personalized recommendations.

Effect: Implementing cross-selling and upselling strategies may support the projectobjective of enhancing customer satisfaction, revenue growth, and sales optimization. It could result in increased order value, improved sales performance, and enhanced customer experiences. Addressing this opportunity may require investments in staff training on sales techniques, POS system integration for

Q: Please prepare detailed(1)Quantitative Risk Analysis;(2)Qualitative Risk Analysis;(3)Risk Response Strategies; and(4)Monitoring and Controlling Risks strategies; for the above Identified Project risks and Opportunities related to Project Risk Management.