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DUMAC CCTV Technology Benefits Rochester Restaurateur
Posted on October 26, 2000 By Cornelius J. Hannon Hands-on owner Peter Psyllos wanted a way to be in two places at once after opening his second restaurant. DUMAC Business Systems not only made that possible, they found a way for him to keep an eye on both businesses from anywhere in the world. Psyllos' restaurants, The Distillery and the new Pellegrino's, are just across the street from each other in Rochester, NY. Despite the proximity, though, tracking the separate activities of each posed a management challenge. The DUMAC system, integrating state-of-the-art closed circuit television (CCTV) technology with a fiber-optic network, gives Psyllos an around-the- clock window into the restaurants, whether he's in his new office at Pellegrino's, at home or on a trip. He can also monitor the system from the office in The Distillery. "We opened The Distillery in 1980 and, as business grew, I found less and less time to be on the floor supervising," says Psyllos. "Now, the time constraints have multiplied. I'm still in each restaurant regularly, but, with this system, I don't have to be there every minute to know what's happening." Increased efficiency from a multitasking system The DUMAC system has 13 cameras, four of them with casino-caliber zoom features. The fiber-optic network (an optional hookup but ideally suited for this connection) transmits cutting-edge quality video to Psyllos' office. The system's remote capabilities allow Psyllos access from a computer, including a laptop, wherever he is and whenever he feels the urge. "It gives me access to both businesses," he says. "I can check on lunch and dinner, the morning cleaning crew, or watch how the restaurant is closed for the night." The system is sharp enough to track deliveries, allowing him to actually count individual items, like cases of beer, if he chooses. As business grew and in-restaurant time dwindled, Psyllos installed a black and white system with three stationary cameras in The Distillery during the middle 1980's. He says video became an important management tool from the beginning. Changes in technology and a second restaurant led him to seek a more sophisticated system. DUMAC offers superior technology It was a seamless step-up for both Psyllos and DUMAC. "DUMAC didn't have any actual experience with fiber optics," says Howard McCarthy, president and COO. "However, we knew we could do the job because our people have a demonstrated technical aptitude that enables us to successfully tackle new technology. It is part of the company's core capability to respond to client needs." Psyllos simply says DUMAC made him feel comfortable. "DUMAC people were all business," he says. "They understood what I needed, had the right products, and brought an attitude to make it all happen. The competence was obvious because of the way they complemented their knowledge with whatever research needed to put the system into operation." "One of our objectives is to offer more than just superior technology," says McCarthy. "We bring the ability to adapt to developing technology so our clients get an edge now - and for the future of their businesses," says McCarthy. Cultivating repeat customers The system gives Psyllos a leg-up in an industry known to devour businesses that don't stay a step ahead of the competition. While he uses the observation system for safety purposes, he emphasizes its importance in improving guest amenities. "Repeat business is very important to us. So, I want to be able to see the entire guest procedure, from the greeting, to food preparation and proper portioning, through the overall service process, including delivering a timely and accurate check," Psyllos says. "This system allows me to monitor and review everything that influences people to come back. You can't even do that if you're physically present." "Ten years ago, the video system might have been considered an intrusion by guests, but not anymore," he says. "It is comforting knowing the parking lot and the nooks and crannies of the restaurant are being watched for everyone's protection. I think people today realize a business which deals with the public should take precautions for a variety of reasons." He does not hesitate to include the quality control in food preparation on the list. Workers have a peace of mind, Psyllos says, because they realize they are working in a safe place, from the parking lot to the table they are servicing. He is not concerned about some employees thinking big brother is watching. Staff accountability - key to profitability "The staff knows our philosophy is to treat people as adults," he says. "But, like any business, there is an accountability factor. Marginal workers may see the system as a threat, but the hard worker will take comfort knowing this will help management weed out the slackers, which makes the restaurant more successful and everyone's job better." Psyllos got hooked on video observation when his first system helped him find "shrink" in The Distillery's liquor supply. The incident arguably made him a better manager while helping him understand the importance of proper evaluation of this information. Cameras caught a worker helping himself at the bar during off-hours. Much to his credit, Psyllos realized this longtime employee had a personal problem and confronted him about getting counseling. Psyllos made sure he had a job available after the employee got help. Thanks to video monitoring - and enlightened management - that person is on-track and again a valued worker for Psyllos. Peace of mind "I've always embraced technology as a tool," Psyllos says. The multitasking DUMAC system is packed with features that enable him to sit back knowing his presence isn't necessary to be sure the restaurant is at peak efficiency. There is a text insertion feature, for instance, that superimposes the details of a transaction with a push of a button. "I can watch a bar patron being served and get an on-screen reading of the sale," Psyllos says. "This goes a long way to making sure a bartender's friend doesn't get a Heineken for the price of a draft." While the system is a deterrent, it also produces a record of everything, whether it's a security matter, a guest problem, or documentation for service evaluations. "It's important for me that my workers know this system can reward good workers, as well as find unacceptable things," he says. The remote access feature puts the owner in the middle of things even when he's not there. "I'm able to be a thousand miles away and see a guest standing unattended at the reservation desk," Psyllos says. "A quick phone call and the guest is being seated." The color cameras are also unique since they have the capability to adapt to "zero lux" - little light - by automatically switching to black and white mode for continued observation. Less advanced color cameras simply shut down in minimum light. The flexibility of the system is ideal for Psyllos. "I don't have to be in one restaurant or the other. The system allows me the flexibility to take care of corporate business and still keep my eye on what's happening in either place." That camera eye can get close enough to read a dollar bill. "The system's zoom feature is so sharp I can even make out the serial number on a bill," he says. One time he actually saw that an order of wings was one wing short. He corrected the oversight, leaving a few people scratching their heads. While he considers himself a concerned restaurateur, not a micromanager, Psyllos uses the zoom lens as an example of doing what is necessary to be successful. "This is a very competitive business, so convenience, value, and service set the successful restaurants apart," he says. Video observation gives me both a good overview and a detailed record of how I'm taking care of business. It helps make me a better manager." |
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