Company Background

Based in Dedham, Massachusetts, Papa Gino’s, Inc. is the parent company of the Papa Gino’s Pizzeria
and D’Angelo Grilled Sandwiches restaurant chains. The company operates more than 275 company
owned and franchised Papa Gino’s, D’Angelo and dual-location restaurants and employs more than
5,000 people across New England. Both D’Angelo and Papa Gino’s are committed to providing high
quality products, attentive service, clean, convenient, attractive restaurants and a premium value
experience for every guest.

To maintain competitive advantage and support business growth, the Papa Gino’s senior management
team decided to rethink its information technology strategy and invest in innovation. The company’s IT
team was tasked with assessing the existing technology landscape and identifying the areas where new
systems and processes could deliver the greatest business value.

“At that time, we effectively had three main business systems: our JD Edwards ERP system, our
restaurant point-of-sale system and Microsoft® Excel®, which we used very extensively,” explains
Martha Lieber, Director of Business Systems at Papa Gino’s. “Basically, almost everything that wasn’t
covered by the other two systems was managed in spreadsheets, which meant we had numerous
sources of ‘truth’ across the organization. For company-wide processes like budgeting, this was a major
problem, because it could take up to four months to consolidate and validate data from all the different
spreadsheets and complete the process.”

Paul Valle, CIO, adds: “We knew that if we could create a single central solution for business analytics,
we could standardize and significantly accelerate our planning and reporting processes. We also realized
that it would allow us to analyze operational performance in areas that we had never previously been
able to measure accurately – such as pizza delivery times and marketing campaign effectiveness. When
we presented our ideas to the board, they immediately agreed that this should be the top priority in our
IT transformation.”

“We do a lot of email, SMS and postal marketing where we send coupons to our customers with special
deals and offers,” explains Paul Valle. “With Cognos, we can track which coupons are actually being
used, so we can see which kinds of deal are most attractive to customers and create the most sales. We
recently created a loyalty program for regular customers which provides rewards that can be used on
future orders and, thanks to Cognos, we have been able to track its effect on sales. What we’ve found is
that customers who are members of the loyalty program order from us about 33 percent more
frequently than those who haven’t joined yet. So this insight has led to a real drive to encourage
customers to sign up.”
Business Objectives

• Consolidate all the data

• Optimize labor costs while ensuring that restaurants have the right number of staff. • Track the
time it takes to deliver orders to customers’ homes compared to the estimated time • Identify the
effectiveness of the loyalty program
• Identify the order method that works best for the company so that this order method can even
be promoted further

Questions

1. What were the problems of Papa Gino’s, Inc.?

2. What are the data available that can be used for an analytics solution?
3. What are the possible solutions that can be provided for Papa Gino’s, Inc. to help them solve
their problems?