Group 3
Akula Madhuha- M009-17
Ayush Anurup Ray – M144-17
M Somu Santosh- M061-17
ABOUT COMPANY
Founded in Mumbai
Present CEO: Prasenjith Roy Choudhury
Vision: offering a complete dining experience to customers at affordable
prices
USP: Barbeque Grills under the table
Expansion strategy : Franchise
Riding on “Do-It-Yourself”
Operates more than 95+ stores
COMPETITORS & ENVIRONMENT
Major Competitors:
• Absolute Barbeque
• Bombay Barbeque
• Fast food restaurant chains like KFC, Dominos,
McDonalds etc.
DISTINCTIVE SERVICE CHARACTERISTICS
Customer Simultaneity Perishability Intangibility Heterogeneity Nontransferable
Participation Ownership
• Food quality and • Multiple
spread perceptions in play • Concurrent usage
• Buffet System
• High Demand • Demand • Expansion • Standard indoor • Increased wait time
• Standardized Variation Smoothening by
offerings Strategy ambience • Well trained
• Less Quality Reservations • Offering • Standard and employees
• Grilling Experience Control • Early Bird Offer Franchises personalized
• Brand Name service
SERVICE BLUEPRINT:
SERVICE CONCEPT
Service Concept- Barbeque Nation
Core Attributes Peripheral Attributes
Physical attributes Interactional attributes
Food: Live grills embedded Responsiveness of employees
Unlimited starters User friendly app o Personalization of starters based
Deserts Cleanliness of the restaurant on customer feedback of their
Kulfis with different toppings Live counters for kulfi, chat etc preferred flavor
Main course Buffet arrangement o Wishing happy birthday etc on
Salad with dips and sauces Service flag special days
Beverages Comfortable seating arrangements Fast service
Chat Customer friendly service
Some items on special order Continuous feedback
SERVICE PACKAGE
Supporting facilities:
Restaurant (its location,
building etc) Facilitating Goods:
Counters (billing and food) Starters Explicit services: Implicit service
Furniture Main course Information: Unlimited food Responsiveness of
employees
Live grills Desserts Registration information Quality of the food
Ease of reservation
Cooking equipment Salads Customer feedback Variety of starters and deserts procedure
Crockery, cutlery & tableware Soups Order for special food items Attitude of employees Comfortable seating
Vessels and utensils Beverages Fast service Sense of satisfaction
Refrigerators Chat
Equipment like card swiping
machine, computer etc
SERVICE WINNERS, QUALIFIERS AND
LOSERS
Winners Qualifiers Losers
Unlimited starters Ambience of the restaurant Main course
Desserts Seating arrangement
Attitude of employees
Birthday celebrations
App
APPROACH TO SERVICE DESIGN
PRODUCTION LINE APPROACH
Service Standardisation
Division of Labour.
ADVANTAGE
Cost Leadership
DIMENSIONS OF SERVICESCAPE DESIGN
Parameter Finding
Parking Adequate space is there for 4 wheeler as well as 2 wheeler parking.
Valet service can be added
Payment Flexibility They accept all kind of payment cards. Food coupons are also accepted.
Colour and Decor Light coloured walls (creamish) contrasting red and brown booths
Lighting Dim lighting during the night. No light during the day
Music Mix of old Hindi songs and American pop.
Seating Scattered. Tables for 2, 4 6, 8 are available. If required they can join the tables to accommodate large groups.
Temperature Temperature is perfect. During winter the temperature is kept little bit hot.
Employee Response Adequate no of staffs are available. One staff is dedicated for each table. Prompt service, in case you want anything
different or less spicy you can convey that, and they will get it done
Menu They have fixed menu depending upon the day of week. First starters will be served and once you put the flag down,
it will indicate them that you are done with starters. Main course is available in buffet fashion.
Cleanliness The restaurant is very clean. Each barbeque is properly cleaned before it is served. After customer left they clean the
tables.
Food Quality Food quality is very good. The starters are served very hot. Main course food is not up to the mark.
Billing Easy to understand all taxes.
ETHICAL ISSUES
Customers who are completely vegetarian should never be served non veg food.
There should not be any discrimination between customers. The delivery should
be same to each one of them.
Proper taxation system should be followed. Customers should not be taxed
unwantedly.
THANK YOU
