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)
Counters (billing and food)
Furniture
Live grills
Cooking equipment
Crockery, cutlery & tableware
Vessels and utensils
Refrigerators
Equipment like card swiping
machine, computer etc
Facilitating Goods:
Starters Explicit services: Implicit service
Main course Information: Unlimited food Responsiveness of
employees
Desserts Registration information Quality of the food
Ease of reservation
Salads Customer feedback Variety of starters and deserts procedure
Soups Order for special food items Attitude of employees Comfortable seating
Beverages Fast service Sense of satisfaction
Chat
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