Tim Ho Wan’s Mature Workers Benefit from Job Redesign and Digitalisation
Myth busted: Online solutions need not be a hindrance for mature workers. In fact, digital optimisation can greatly benefit them, as Tim Ho Wan has shown.
In 2019, Dim Sum Pte Ltd (Tim Ho Wan) approached e2i to embark on the WorkPro Job Redesign scheme. The business was in search of ways to improve efficiency of their job functions, many of which were still largely manual. These processes were tedious and taxing for Tim Ho Wan staff, especially the mature workers.
Through WorkPro Job Redesign, Tim Ho Wan implemented a point-of-sales (POS) system at two of their ten restaurants islandwide. The system came with a LAN printer, mobile ordering, and inventory management systems, which helped to enhance the above manual processes.
Optimised Workflow, More Cost and Time Savings
Previously, ordering, inventory management and accounting were manual processes that were human error-prone. Mature workers had to manually pen down orders. They would then use simple systems such as Microsoft Excel to track orders, inventory, and daily sales, and generate sales reports. This is physically taxing and resulted in an increased workload for the mature workers at the outlet.
With the new POS system, customers can now key in their orders via QR code, and send them electronically to the kitchen for preparation. Tabulation, menu management, and sales reporting have also become smoother with the new integrated online system.
With workload, human errors, and work stress eased, workers are freed up to perform their key tasks more efficiently. Man-hours at Tim Ho Wan have since been reduced by 20-30%.
The Right Foot Forward
The scheme’s success paved the way for Tim Ho Wan’s digitalisation journey, enabling them to retain their staff and stay ahead of their competition.
Certainly, many of the staff had difficulties adjusting at first as they were used to the manual way of working. After some basic digital literacy training, however, these issues were easily overcome. Tim Ho Wan’s workers have given feedback that the project has indeed significantly increased their efficiency and reduced work-related stress.
Bonus: Salary Increment
With e2i’s help, Tim Ho Wan has additionally been able to increase the salaries of their impacted mature workers by 3% on average, as a result of gain sharing. These beneficiaries come from a range of positions — supervisor, chef, service crew, and cooks. Mature workers can manage their work in an easier and smarter way, while reaping the benefits of increased productivity.
Tim Ho Wan restaurant manager Christopher Ho shares:
“I have seen different POS systems over my 30 years in the industry. I must say that Novitee, introduced through our partnership with NTUC’s e2i, has been very user-friendly and easy to customise. Such new technology and remote ordering capability has helped Tim Ho Wan to reduce paper costs, significantly increase our staff efficiency, and reduce work-related stress. This is an enabler for our business growth.”
