A multi-city restaurant chain was operating with fragmented, manual processes across reservations, menu management, and sales reporting. This case study documents a full business analysis and agile project lifecycle to design and deliver a digitised Restaurant Management System — from stakeholder discovery through to dashboard delivery.
Role: Business Analyst
Methodology: Agile (Scrum)
Domain: Operations · Sales Analytics · F&B
The client faced:
- No centralised view of sales performance across locations
- Manual reservation and order tracking causing errors and delays
- Lack of KPIs to support management decision-making
- No documented processes for onboarding new restaurant branches
- Identified key stakeholders across operations, management, and front-of-house
- Conducted requirements gathering sessions to define system scope
- Performed As-Is process analysis to document current pain points
- Designed the To-Be process with optimised workflows
- Created detailed As-Is and To-Be process maps for:
- Reservation management
- Menu updates
- Order processing
- Sales reporting
- Documented all findings in a comprehensive Business Requirements Document (BRD)
- Built and managed a product backlog with prioritised features
- Wrote 20+ user stories with full acceptance criteria, e.g.:
"As a restaurant manager, I want to view daily sales by location so that I can track performance against targets."
- Ran sprint planning sessions to sequence delivery
- Designed wireframes and mockups for key modules:
- Menu management interface
- Reservation booking flow
- Built in Figma to communicate UI expectations to the development team
- Developed Tableau dashboards to analyse multi-city restaurant sales performance
- Built Excel visualisations for operational KPI tracking
- Key metrics tracked: daily covers, revenue per location, average order value, peak hours
| Deliverable | Description |
|---|---|
| BRD | Full business requirements document |
| Process Maps | As-Is and To-Be workflows |
| Product Backlog | Prioritised user stories with acceptance criteria |
| Figma Wireframes | UI mockups for menu and reservation modules |
| Tableau Dashboard | Multi-city sales performance analytics |
| Excel Reports | KPI tracking and operational reporting |
BA Skills: Process Mapping · User Stories · Acceptance Criteria · Stakeholder Management · Agile Scrum · Wireframing · BRD Documentation
- ✅ Delivered end-to-end BA documentation covering full system scope
- ✅ Designed 20+ user stories enabling clear dev team handover
- ✅ Created Tableau dashboards giving management a single view of multi-city performance
- ✅ Reduced reporting ambiguity through standardised KPI definitions across locations
| File | Description |
|---|---|
Restaurant Management System.docx |
Full BA documentation — BRD, process maps, user stories, acceptance criteria |
README.md |
This file |
Adnan Abbas — Business Analyst & Data Analyst
