This is the Project Brief for first project of the BK DE - Oracle Rollout Program.
Contents
Project Overview
Executive Summary
This is the first project in BK DE’s Oracle Rollout Program, which aims to replace their current POS vendor (Toshiba) with Oracle, across all of their restaurant estate. This project in particular aims to roll-out Oracle in the first 100 restaurants, limited to restaurants that use Smoothr as their kiosk vendor.
Project Type
Technical project. The goal is to replace Toshiba with Oracle, like-for-like, with no other capabilities enabled and no functionality / feature loss from a guest experience point-of-view (e.g., Loyalty). Initially, enabling Pickup service mode was in scope, however it was later decided to be managed as a separate project (details here: Oracle Rollout - Enable Pickup).
Project Scope
Current Technology Stack
Composed of:
Toshiba POS
Smoothr kiosk (other kiosk vendors, Tillster and Acrelec, are out of scope for this project)
SIDES (previously known as Simply Delivery) tablet to receive Delivery orders
RBI Orders API
RBI Loyalty API
RBI Guest App (supporting Delivery orders only)
With the following integrations:
RBI Platform integrated with SIDES for delivery orders made via the RBI Guest App. SIDES is configured as a custom POS, as opposed to via the Partners API
There is no integration between SIDES and Toshiba. When Delivery orders are placed, they are routed to the SIDES tablet and restaurant staff manually keys in the order contents into Toshiba.
Toshiba POS integrated with the RBI Loyalty API for loyalty points earn/burn during in-store orders
There is no integration between Toshiba and the RBI Platform for orders, since Pickup is not enabled and Delviery goes through SIDES.
Smoothr kiosk integrated with the RBI Loyalty API for loyalty points earn/burn during in-store orders
Smoothr kiosk integrated with Toshiba POS to send orders placed on their devices (this includes, but it not limited to, the Pay at Counter flow)
At the time of writing, only Smoothr is integrated with Oracle.
Proposed Changes
The main change is the replacement of Toshiba POS with Oracle Symphony POS, running on a Multi-Tenant Environment (MTE) created by Oracle specifically for BK DE. This will require:
Oracle to extend the existing Orders and Loyalty integrations to support BKDE-specific requirements (see relevant section below);
Khumbu to act as an interface between Oracle POS and RBI. This will happen in two different flows:
When an order is placed via the RBI app, Khumbu will convert the RBI payload to the format expected by Oracle
When Oracle generates events that are relevant for RBI (e.g. pricing, change of status), Khumbu may need to convert the response to a format that RBI expects
to convert Oracle requests into the format expected by the RBI API’s
Smoothr to develop an integration with Oracle POS to support the Pay at Counter flow.
Out of Scope
Kiosk vendors other than Smoothr;
Changes to the existing RBI integration with SIDES;
Capabilities not currently supported by Toshiba POS, such as Pickup.
Is Content out of scope, or do we need to change anything in Sanity?
Market-Specific Requirements
Orders
TBC
Loyalty
Requirement | Owner | Status | Status Updates | Impact |
|---|---|---|---|---|
Earning Loyalty points requires prices at the Combo level | Oracle | IN PROGRESS | Requirement discussed with Oracle and understood. SOW shared, awaiting RBI acceptance. | REQUIRED to enable Loyalty |
Multi-scanning | Oracle | IN PROGRESS | Presented to Oracle the customer journey scenarios. Pending Oracle to review and issue an SOW. | REQUIRED to enable Loyalty |
Personalized Offers | Oracle | TO DO | Need to test to understand if personalized offers are supported in the in-store journey today. | REQUIRED to enable Loyalty |
Deposits do not count toward loyalty points calculation | Oracle | IN PROGRESS | Requirement discussed with Oracle and understood. SOW shared, awaiting RBI acceptance. | POSSIBLE to launch without this feature. Impact: extra points earned by guests when they pay deposits. |
Pay@Counter between Smoothr and Oracle is supported | BK DE and RBI | TO DO | BK DE reported that initial tests showed pay@counter with loyalty is not working. RBI to help investigate root cause to identify solution(s) and owner. Documented here: https://rbictg.atlassian.net/wiki/spaces/RDP/pages/4297097314/Kiosk+-+Edge+Cases#2.-Users-Order-in-Kiosk-and-Pay-%40-Counter | POSSIBLE to launch without this feature. Impact: guests have to re-order at the counter if they want to earn their loyalty points. |
|
| TO DO |
| NOT NEEDED |
Key Stakeholders
BK DE
Name | Company/Role | Responsibilities | |
|---|---|---|---|
| 1 | Head of Digital | ACCOUNTABLE Project sponsor | |
| 2 | Head of IT | RESPONSIBLE Leading implementation and rollout | |
| 3 | POS Manager | RESPONSIBLE Support any POS configuration | |
| 4 | Digital Manager | INFORMED | |
| 5 | CRM/Loyalty Manager | INFORMED | |
| 6 | Content Management, David & Martin Agency | CONSULTED In case there are content changes required | |
| 7 | Content Management, David & Martin Agency | INFORMED |
RBI
Name | Company/Role | Responsibilities | |
|---|---|---|---|
| 1 | Director, Restaurant Tech | ACCOUNTABLE Program Manager | |
| 2 | Project Manager, Restaurant Tech | RESPONSIBLE Project Manager | |
| 3 | Director, Restaurant Tech | CONSULTED SME and decision-maker for Oracle integration technical requirements. Single point of contact for Oracle | |
| 4 | Service Delivery Manager, Restaurant Tech | INFORMED Will take over business as usual once all is tested and signed off | |
| 5 | Product Director, Digital | CONSULTED SME and decision-maker for the Orders integration | |
| 6 | Engineering Director, Digital | CONSULTED SME and decision-maker for the Orders integration | |
| 7 | Product Manager, Digital | RESPONSIBLE Product Manager for the Fulfilment products including Orders, responsible for supporting vendors. | |
| 8 | Product Manager, Digital | RESPONSIBLE Product Manager for the Menu and Restaurants products including menu integrations, responsible for supporting vendors. | |
| 9 | Director, Digital Product Management | CONSULTED SME and decision-maker for the Loyalty integration | |
| 10 | Engineering Manager, Digital | CONSULTED SME and decision-maker for the Loyalty integration | |
| 11 | Product Manager, Digital | RESPONSIBLE Product Manager for the Loyalty product including offers, responsible for supporting vendors. | |
| 12 | Director, Customer Success | ACCOUNTABLE Project sponsor, Customer Success | |
| 13 | Senior Manager, Customer Success | RESPONSIBLE Single point of contact between RBI and BK DE | |
| 14 | Area Franchise Lead, BK EMEA | INFORMED | |
| 15 | Director, Guest Experience | ACCOUNTABLE Project sponsor, King Journey | |
| 16 | Ops Transformation Manager, Guest Experience | INFORMED | |
| 17 | Director, Operations | INFORMED |
Vendors
Name | Company/Role | Responsibilities | |
|---|---|---|---|
| 1 | Online Corner | RESPONSIBLE Point of contact to manage configuration into POS | |
| 2 | Khumbu | RESPONSIBLE Point of contact for Khumbu development | |
| 3 | Account Executive, Oracle | RESPONSIBLE Point of contact for Oracle development |
Preliminary Timeline
All timelines and milestones are being tracked on this Monday board.
To add high level milestones here
Estimated Budget
TBC
Potential Risks
TBC
Dependencies
RBI
Any dependencies on our side?
Oracle
This project has multiple dependencies on software development work that must be done by Oracle to implement BKDE-specific requirements. Work done by Oracle must be covered by an SOW agreed and signed by RBI. Status of active SOW’s is tracked here: https://rbictg.atlassian.net/jira/software/c/projects/ORA/boards/1992.
Smoothr
Smoothr must integrate with Oracle POS to send them orders where guests chose to pay at counter.
Success Criteria
All test cases listed <link TBC> are passing
Oracle POS is processing in-restaurant orders for the first 100 restaurants selected
Toshiba POS has been switched off on the same stores
Approvals Required
TBC