Café cofee day - Service Operations Management

CAFÉ COFFEE DAYVijay Krishnan A

DM14257

2

CAFÉ COFFEE DAY Started in 1996 by V.G Siddartha in Bengaluru

Vertically Integrated firm Owning Plantations Growing Coffee Making Coffee machines Making furniture for Outlets

Outlets at 1438 locations (National and International) Revenue: $ 45 Million

3

RESTAURANT INDUSTRY – OVERVIEW Restaurant

An Establishment that serves prepared food and beverages to be consumed

within the premises

A public place where meals or refreshment may be obtained

4

KINDS OF RESTAURANT

Automat

Café Coffeehouse

Cafeteria

Fast Casual Counter

Fast Food RestaurantGreasy Spoon

Restaurant Chain

Sit-down restaurant

Take-out Restaurant

5

SERVICE CATEGORY

Family Style

Quick Service

Multi-Concept Chains

Upscale

Delivery

Take-Out

Buffet

6

SERVICE CONCEPTORGANIZATION: Café Coffee Day, Bengaluru (HQ), India

ORGANIZING IDEA: A cup of coffee with your near and dear

Service Concept: A coffee shop provides good ambience to you and your companions and offers a variety of caffeine beverages and snacks, primarily targeted at youngsters.

Service Experience:

Standardized offering of Coffee and beverages

A quiet place for a conversation

Crowded during weekends

Paying before consuming

Service Operation:Good parking facility Air Conditioned Serving areaClear MenuSingle Queuing

Service Outcome:Great ConversationGreat Experience with friendsInternet Services (select Outlets)No interruption while working

Service Value: Price excludes Wi-FiExpensive product, but worth the environmentReasonably priced Good Value for Money

7

SERVICE PLACEMENT

Service Factory

Service Shop

Mass ServiceProfessional

Service

Degree of Interaction and Customization

Low High

Deg

ree o

f Lab

or

Inte

nsit

yH

igh

Low

8

SERVICE DELIVERY SYSTEM

INPUT• Signage• Parking Area• Welcome• Assigning Table• Menu

PROCESSES• Order Taking• Cooking/Preparation• Delivering quickly• Giving a

choice/recommendation while ordering

• Customizing standard orders

OUTPUT• Response time • Delivery Time• Environment• Ambience

9

CAPACITY PLANNING Working Hours: 11.00 am to 11.00 pm

Peak Hours: 5.00 pm to 9.00 pm

Strategy: Chase Capacity Strategy

Employee Workforce: 2 Core Shifts – 6 hour each 1 Part Time Shift – 3 hour each Core Shifts – 3 employees Par Time Shift – 1 employee All assumptions for a shop catering to a Maximum capacity of 30 people (800

Sq.Ft)

10

PROCESS PLANNINGTaking Orders

Preparing Order

Preparing Order

Delivering Order

Additional Person Assigned during

peak hours

11

SERVICE BLUE PRINT Parking Lot Building Exterior Entrance Welcome counter

Interiors Ambience Restaurant

Furniture

Serving Mechanism Cutlery Crockery Tissues etc.

Menu: Coffee Snacks Cold/Hot

Beverages

Customer Customer Customer Customer

Receptionist Waiter WaiterWaiter

Physical Evidence

Customer Interaction Points

Front Desk

Back Office &

Tech Support

Chef/Cook Equipment Coffee Machine

12

IMPROVEMENTS IN SERVICE DELIVERY

SERVICE ATTRIBUTES

Responsiveness

Delivering Order

SERVICE PROCESS

INDICATOR

Order Taking time

Time taken to deliver

SERVICE PROCESS

STANDARDImmediate 15-20 min

PERFORMANCE TARGERS

95% 90%

13

APPENDIX

14

CAFÉ COFFEE DAY – TRADEMARK COFFEE

15

CAFÉ COFFEE DAY - INTERIOR

16

CAFÉ COFFEE DAY – FACEBOOK PAGE SHOT

17

CAFÉ COFFEE DAY – MOUTHSHUT REVIEW STATISITCS

18

CAFÉ COFFEE DAY – GOOD REVIEW Good place to Hang out

By: RemyaGNair | Jun 27, 2013 03:05 AM

From the time I was student on a shoe string budget to now, this has always been my favourite hang out. Had so many wonderful memories here, love the ambiance, the beverages and the pastries. I been a fan of your black forest for a long time.

19

CAFÉ COFFEE DAY – BAD REVIEW BAKWAAS

By: ashishverma2006 | Jun 27, 2012 07:41 PM 

Poor quality of food at chandigarh sector-16 and sector-35. They do not know how to behave and serve bad quality of food with lots of attitude like they are providing food in free of cost.. i went their and on their table they still have 20 days back news paper and quality of breads used for making sandwich was bad..In total CCD is wastage of money as well as your time... More over it spoils your good mood.

20

THANK YOU