Darshini Restaurant – Computerization of

operations

Shubhangi Satpute
Subhashree Mohanty
Siddharth Khanna
context
Situation Analysis & Objective
Situation
Darshinis-a low cost restaurant chain in Bangalore with “on the go”

breakfast and lunch leading to crowding; pay-first –eat –later

concept; delivering high quality south indian food to middle class
customer base. Currently facing competition due to changing
demographics and spread of western fast food chains .Foraying into
north indian and chinese cuisines
Objective

To convince the owner to computerize the operations of his

restaurant in order to deal with the competitive environment by

improving customer experience



Problem Definition
Problem Definition


- Crowd management :
Ø Customer rush is concentrated during particular time slots
Ø Excessive crowding during these business hours leads to
reduction in customer satisfaction.
- Time management :
Ø Time to serve a customer is of prime importance in this
model of business


- Retaining existing customers

Ø Due to stiff competition from western food joints, Darshini
has to improve customer experience in order to retain its
current customer base
-
-



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.
Problem Definition
Crowd management – current scenario


-


Lunch time at Darshini…

-
Problem Definition
 Crowd management


-


Lunch time at Darshini…

-
 Crowd Management

CASH COUNTERSHOUTS OUT THE ORDER FOOD DELIVERY

Customer Dissatisfaction
* Excessive crowd at counter * Chaos and confusion at delivery point
* Inefficient handling of orders
Crowd Management

CASH COUNTER FOOD DELIVERY

------------

------------
------------
COUPON
-------

CUSTOMER
Customer Satisfaction
----

----

----
------- ---- ------------- ----------
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

 Day Monday Tuesday Wednesday Thursday Friday Saturday Sunday Avg

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
 300000

250000

200000
June
150000 July
100000 August

50000

0
Idli Dosa Uttapam

Food Idli Dosa Uttapam sum

Months
June 183000 182000 135000 500000
July 235600 171400 113000 520000
August 254500 182500 98000 535000
Demographics & Tastes
Change in demographics – increase in migrant population
Overview
Situation
Darshinis-a low cost restaurant chain in Bangalore with “on the go”

breakfast and lunch leading to crowding; pay-first –eat –later

concept; delivering high quality south indian food to middle class
customer base. Currently facing competition due to changing
demographics and spread of western fast food chains .Foraying into
north indian and chinese cuisines
Objective

To convince the owner to computerize the operations of his

restaurant in order to deal with the competitive environment by

improving customer experience
Problem Definition


 Evaluation Criteria & Options

Parameters Weightage Khanna Punjabi Gupta Gulati

Manmangement 35% 2 5 3 4
Attitude 20% 2 3 3 4
Past performance 15% 3 4 3 3
Experience inOrg/ Overall Exp. 15% 3 5 3 3
Productionplanningknowledge 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
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



Contingency Planning

Organization could divide the work into :-



Ø Planning (Gupta)
Ø Production(Punjabi)
Both would report to Plant Head


•



Thank You