mc1 darshini
Post on 29-May-2018
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Darshini Restaurant Computerization ofoperations
Shubhangi Satpute
Subhashree Mohanty
Siddharth Khanna
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context
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Situation Analysis & Objective
Situation
Darshinis-a low cost restaurant chain in Bangalore with on the gobreakfast and lunch leading to crowding; pay-first eat laterconcept; delivering high quality south indian food to middle classcustomer base. Currently facing competition due to changingdemographics and spread of western fast food chains .Foraying into
north indian and chinese cuisinesObjectiveTo convince the owner to computerize the operations of his
restaurant in order to deal with the competitive environment byimproving customer experience
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Problem Definition
Problem Definition
- Crowd management : Customer rush is concentrated during particular time slots
Excessive crowding during these business hours leads toreduction in customer satisfaction.
- Time management :
Time to serve a customer is of prime importance in thismodel of business
- Retaining existing customers
Due to stiff competition from western food joints, Darshinihas to improve customer experience in order to retain itscurrent customer base
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Assumptions
1. Targets the middle class population which
2. Analysis is based on addressing the issues faced by one
restaurant
3. Currently not intending to drastically expand the menu
4. Peak business hours comprise of breakfast /lunch/evening
snacks timings
5. Providing a low cost solution
1.
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Problem Definition
Crowd management current scenario
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Lunch time at Darshini
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Problem Definition
Crowd management
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Lunch time at Darshini
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Crowd Management
CASH COUNTERSHOUTS OUT THE ORDER FOOD DELIVERY
* Excessive crowd at counter* Chaos and confusion at delivery point* Inefficient handling of orders
Customer Dissatisfaction
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CASH COUNTER FOOD DELIVERY
COUPONCUSTOMER
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Crowd Management
Customer Satisfaction
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Shrinkage of Customer Base
Change in demographics increase in migrant population
Change in tastes existing population
Improving the customer service experience is of prime importance
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Day
Week
Week1 36225 35460 40150 34340 33790 27890 18900 32393.57
Week2 31990 34560 42380 36780 34500 17430 15680 30474.29
Week3 33450 33580 39800 34490 31900 27500 16700 31060
Week4 35840 31000 43000 32780 30560 15600 14900 29097.14
Avg. 34376.25 33650 41332.5 34597.5 32175 21745 16900 30756.25
Sunday AvgMonday Tuesday Wednesday Thursday Friday Saturday
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Food Idli Dosa Uttapam sum
Months
June 183000 182000 135000 500000
July 235600 171400 113000 520000
August 254500 182500 98000 535000
0
50000
100000
150000
200000
250000
300000
Idli Dosa Uttapam
June
July
August
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Demographics & Tastes
Change in demographics increase in migrant population
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Overview
Situation
Darshinis-a low cost restaurant chain in Bangalore with on the gobreakfast and lunch leading to crowding; pay-first eat laterconcept; delivering high quality south indian food to middle classcustomer base. Currently facing competition due to changingdemographics and spread of western fast food chains .Foraying into
north indian and chinese cuisinesObjectiveTo convince the owner to computerize the operations of his
restaurant in order to deal with the competitive environment byimproving customer experience
Problem Definition
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Evaluation Criteria & Options
Parameters Weightage Khanna Punjabi Gupta Gulati
Man mangement 35% 2 5 3 4
Attitude 20% 2 3 3 4
Past performance 15% 3 4 3 3
Experience in Org / Overall Exp. 15% 3 5 3 3
Production planning knowledge 10% 3 2 4 3
Communication skills 5% 5 3 3 3
Total Index 2.6 4.1 3.1 3.6
1 Poor Misfit
2 Needs improvement
3 Satisfactory Main function performed satisfactorily
4 Good Takes initiative
5 Outstanding Exceeds expectations
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Recommendation
Punjabi emerges as the most suitable candidate Hands on experience
Seniority in the organization
Superior man management skills
Positive signal to the working cadre
Challenges
Scheduling and planning
Reporting structure & qualifications Succession planning
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Contingency Planning
Organization could divide the work into :-
Planning (Gupta)
Production(Punjabi)
Both would report to Plant Head
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Thank You
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