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8/8/2019 MC1 Darshini

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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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-


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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

mc1 darshini

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