Digital transformation approach and techniques can have a huge positive impact on Peng’s business in case it is performed successfully (Unlocking success in digital transformations, 2018). The business can communicate with customers more effectively and be able to expand its customer base. When customers use the proposed new digital applications to place an order, Peng can send orders and collect payments digitally, which will offer convenience for both parties.

The main challenges facing Peng’s business are the costs involved in applying the digital transformation approach. However, these are offset by the potential benefits which were outlined in the previous blogs (SWOT Analysis & Understanding Digital Transformations Options). The cost of joining a third-party delivery service provider as well as purchasing new equipment for virtual order machines may be high. Yet, the advantages digital transformation provides from such options as increased efficiency, reach, and ease of use/flexibility outweigh the costs projected to be incurred.

When implementing digital transformation, Peng will need to ensure that a system is set up whereby orders can be received online or by a face-to-face automated ordering machine and then entered into the relevant system for processing. Staff who receive orders must always double-check orders as mistakes could potentially lead to food being sent to incorrect addresses or items missing from an order.

My main suggestion for Peng’s digital transformation roadmap relies on merging the first and third options, which are: Joining 3rd party platform like Just-Eat and Implementing ‘Virtual Counter’ system with some simple modifications on this approach that would eliminate the method of receiving orders over the phone and replace it with a machine of Virtual Counter instead of employing a cashier in each branch. These kinds of machines are already implemented in big fast-food chains like McDonald’s.

Under this method, customers who prefer to take their orders personally as they used to do traditionally can still come to the restaurant and place their orders by choosing from a variety of alternatives being placed on a large screen. Customers can then confirm their orders by paying directly through the machine and waiting to pick up their orders systematically and without any interferences.

In this way, Peng maintains his loyal customers who prefer the traditional method as well as reducing human resources required in each shop and at each step by replacing cashiers with new workers in the kitchen to be able to deal with the increase in the number of orders that may be the result of joining Just-Eat platform and expanding the geographical area of ​​​​the potential customers.

Business Process Modeling Notation

We know that technology isn’t a silver bullet in solving business problems; it’s just an enabler that can help us solve our problems faster or better. In Peng’s case, he doesn’t want to change his products or services but wants to improve the business model so that it will be easier to scale up, improve efficiency, and reduce costs. Also, he needs to make sure that the technology is embedded correctly to work as intended.

Figure 1: BPMN diagram for Peng’s Chinese Takeaway after completing Digital Transformation successfully.

In comparison between the two business process models before and after implementing digital transformation approaches, it is noticeable that Peng succeeded in the digital transformation goal to improve efficiency and change the way that the business is operating.

By implementing this roadmap, Peng did not only eliminate all inefficiencies associated with delivery and takeout orders but also, he managed to cut many steps from the processes and added value to the ones that matter, such as increasing capacity and capability to take more orders and focusing on preparing high-quality food (9 Steps To Improving Your Restaurant Online Food Delivery Sales In 2021, n.d.).

Following is the suggested digital transformation roadmap for Peng’s Takeaway Restaurant after taking in consideration the comprehensive analysis of Peng’s business and the recommendations for digitizing his business process model.

Figure 2: Peng’s Chinese Takeaway Digital Transformation Roadmap.