While IT plays a significant role in daily operations, Tse said that IT also plays a critical role in handling sudden market changes.

For example, when the avian flu hit Hong Kong years ago, the import of poultry was suspended. Fairwood needed to respond quickly with a new menu and in obtaining replacement products. "IT helped to compare the impact on procurement cost as well as logistic cost with various replacements," said Tse.

The system also prepared Fairwood to handle other unexpected changes, like recalling products, Tse added. In this process, IT allows Fairwood to keep track on the number of the recalled product in each outlet, as well as tracing details of a specific purchase order, like the ordering date, the supplier and country of origin.

"IT is definitely useful in handling change management," he said. "It also helps us to find out the bottom line and the available options to deal with unexpected business changes."

The changing role of IT within retail