Grill'd Restaurant: Systems Thinking Report - CATWOE, Root Definition

This report provides a comprehensive analysis of Grill'd Restaurant's adaptation to the challenges posed by the COVID-19 pandemic. It utilizes systems thinking tools, including Rich Picture, CATWOE analysis, and Root Definition, to understand the restaurant's stakeholders and the impact of its decisions. The report focuses on the implementation of an online ordering system as a response to the pandemic, examining the perspectives of customers, actors, and owners, along with the transformations, worldwide considerations, and environmental factors involved. It also includes an analysis of the root definition, the business's purpose, and the transformation process. Furthermore, the report offers recommendations for optimizing operations, such as implementing online payment options and drive-through services to minimize physical contact and ensure customer and employee safety. The analysis highlights the importance of stakeholder management and its role in effective business change, especially during challenging times.

Rich Picture CATWOE and
Root Definition Report
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INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
CATWOE Analysis ........................................................................................................................4
CONCLUSION ...............................................................................................................................8
REFERENCES ...............................................................................................................................8
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INTRODUCTION
CATWOE is a series of factors that include customer, actors, transformation, process worldview,
owners and environmental constants that help in analysing stakeholders view point. This helps
business analyst to effectively understand perspectives of stakeholders (Luo, & Xu, 2021).
Present report has been conducted on grilled in restaurant in which Grill’d Restaurant is
implementing the use of website to provide the facilities to customers to make their order online
in. In this restaurant will undertake use of certain measures by abiding guidelines by government
in order to overcome the challenging situation due to covid-19. In this report root definition
report, rich picture and CATWOE analysis is being included along with recommendation.
MAIN BODY
Rich Picture
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Figure 1 – Rich picture of Grill’d
Root Definition Report
 What the System does- Provide customers a facility to place online food order.
 How it does it- Customer have option to place their orders through website.
 Why it is being done- In order to provide safe and secure food delivered at their home
during Covid-19 pandemic.
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CATWOE Analysis
It is defined as an effective technique in order to understand prospective of stakeholders along
with the impact that will have on the direction of the business change. Furthermore, according to
the evaluation it has been identified that the primary reason to manage stakeholder relationship is
to effectively understand and evaluate their viewpoint before putting any recommendation into
actions. In addition to this is it has been evaluated that stakeholders relationship play most
important role for an organisation that will help business to implement change in more effective
manner. It is essential to engage each stakeholder in business decision and understand their
viewpoint. Stakeholder management and engagement play crucial role for business as it allows
them to go in the direction. In addition to this it has been identified that with the assistance of
undertaking stakeholders perspective organisation can significantly implement changes in a well
defined and effective manner (Brewer & Sebby, 2021). CATWOE analysis is one of the most
important techniques that a business analyst can use in order to identify the manner in which
business is trying to achieve change, along with the manner in which stakeholder’s perspective
can affect the people involved. It is mainly stood for the customer's, actor, transformation,
worldwide owners and environment. It has been elevated that CATWOE analysis is being
undertaken in order to determine the viewpoint of stakeholders, as they have ideas about the
direction that organisation can emphasize in order to effectively address the improvement and
implement effective solution. This analysis will help organisation to value and prioritise
stakeholder’s opinion and can effectively implement changes while overcoming the issue or the
problem. Furthermore it has been underlined that this analysis helps in evaluating and
determining the solution of the institutional problem where non agreement and various options of
comes in. With the help of this organisation can look towards different perspectives and can
implement systematic structure to solve the problem. In context to present issue it has been
identified that covid-19 pandemic is affecting each and every business sector thus, Grill’d
Restaurant need to manage their business operations effectively in order to provide customers the
services during this pendant with the help of effective measures for this company have developed
a systematic structure that help them to offer food to customers in effective manner mentioned
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below analysis is being developed through which viewpoint of stakeholders can be underline in
order to keep customers satisfied during the spend make.
Customers:
According to this it has been identified that this element of CATWOE analysis states,
customers who are those individuals or organisation those who use product or services.
According to this analysis it is essential to evaluate the customer’s needs as it will aid in
comprehension of the system as to influence our customer’s attention. It has been identified that
due to the increase in covid-19 cases surge government have put restriction that affects number
of businesses. In this to provide safe and secure food delivery services Grill’d Restaurant offer
online food ordering facility to customers. These individuals are those who can make their order
at restaurant with the help of website.
Actors:
In this element A determine actors those who are employees who perform their roles and
responsibility for the organisation. Furthermore, it has been underlined that employees
effectively ensure that changes in the processes are undertaken in effective manner. Furthermore,
it has been evaluated that these individuals are the one who involved in handling process in a
well define an effective way (Song, Yeon & Lee, 2021). It is essential for organisation to
effectively aware about interest qualities and abilities of employees in order to make changes and
implement a new structure. In terms with present analysis it has been identified that Grill’d
Restaurant effectively determine skills and abilities of employees and offer them training to
undertake orders from customers through website.
Transformation:
This aspect determines the involvement of adoption of new technology within system. It
has been evaluated that transportation process mainly includes input like time, raw material,
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labour in order to transform them into final product. Furthermore, it has been evaluated that this
element helps in undertaking future steps in considerable manner. In terms with present analysis
it has been identified that Grill’d Restaurant will undertake advantage of website through which
customers can place their order. This will further forwarded to chef and to prepare the same after
that prepared order will be delivered by the person to the customers.
Worldwide:
This term it determined that shows the wider view of the environment. In this
environment signifies the stakeholder along with the competitive industry and interested parties.
This element is an essential feature of CATWOE analysis it has been evaluated that the
management individual have various views of looking into the same problem. Thus with the help
of this analysis different points can be considered. In terms with present analysis it has been
identified that that website will help restaurant to take order from customers by abiding social
distancing norm that has been placed by government. Along with this restaurant can also comply
with the guidelines and rules imposed by government that will help them to serve customers in
more effective manner.
Owners:
They are stakeholders and investors of business. They are also known as decision makers
and have full authority to undertake decisions. In context with present analysis, Grill’d
Restaurant owners, managing directors and main managers have undertaken the decision to
undertake use of website as to deliver services to customers.
Environment:
This factor mainly includes illustration such as boundaries, financial situations, norms
and other environmental boundaries (Bonfanti, Vigolo & Yfantidou, 2021). In order to
effectively comply with the government measures in order to lower down Covid-19 surge
employee’s temperature will be checked on regular manner as to keep them safe and offer safe
and secure services to customers.
2 optimal solutions
 It is recommended to Grill’d Restaurant to allow customers to pay ahead with the help of
credit card and other online payment options by eliminating physical transfer of cash. It
will help in potentially harbour the virus.
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 Along with this by taking use of drive through window by following basic precaution and
washing and sanitizing hands as soon as possible and taking use of face and wear gloves
will help employees to be protected.
CONCLUSION
Thus according to the above mentioned analysis it has been identified that CATWOE
analysis is a technique through which stakeholders perspective can be effectively understand, in
order to determine the impact of their view upon the direction of business change. With the help
of this analysis significant change can be implemented in a well defined and effective manner.
REFERENCES
Books and Journals
Duncan, B., Newman, C., Pham, V., & Renteria, M. (2020). EXPANSION OF ACCESS TO
HEALTHY FOODS THROUGH THE CREATION OF AN ACCOUNTABLE CARE
COMMUNITY IN ROBESON COUNTY, NORTH CAROLINA.
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Luo, Y., & Xu, X. (2021). Comparative study of deep learning models for analyzing online
restaurant reviews in the era of the COVID-19 pandemic. International Journal of
Hospitality Management, 94, 102849.
Brewer, P., & Sebby, A. G. (2021). The effect of online restaurant menus on consumers’
purchase intentions during the COVID-19 pandemic. International Journal of Hospitality
Management, 94, 102777.
Dube, K., Nhamo, G., & Chikodzi, D. (2020). COVID-19 cripples global restaurant and
hospitality industry. Current Issues in Tourism, 1-4.
Bonfanti, A., Vigolo, V., & Yfantidou, G. (2021). The impact of the Covid-19 pandemic on
customer experience design: The hotel managers’ perspective. International Journal of
Hospitality Management, 94, 102871.
Song, H. J., Yeon, J., & Lee, S. (2021). Impact of the COVID-19 pandemic: Evidence from the
US restaurant industry. International Journal of Hospitality Management, 92, 102702.
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