Vijay Krishnan A DM14257

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

 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

Automat
Take-out Restaurant Caf Coffeehouse

Sit-down restaurant

Cafeteria

Restaurant Chain

Fast Casual Counter

Greasy Spoon

Fast Food Restaurant

Quick Service Buffet Family Style MultiConcept Chains

TakeOut
Delivery

Upscale

ORGANIZATION: Caf 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 area Clear Menu Single Queuing Service Outcome: Great Conversation Great Experience with friends Internet Services (select Outlets) No interruption while working Service Value: Price excludes Wi-Fi Expensive product, but worth the environment Reasonably priced Good Value for Money 6

Degree of Labor Intensity High Low

Service Factory

Service Shop

Mass Service

Professional Service

Degree of Interaction and Customization Low High

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

 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)

Taking Orders

Preparing Order

Preparing Order

Additional Person Assigned during peak hours

Delivering Order
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Physical Evidence

Parking Lot Building Exterior Entrance Welcome counter

Interiors Ambience Restaurant Furniture

Serving Mechanism Cutlery Crockery Tissues etc.

Menu: Coffee Snacks Cold/Hot Beverages

Customer Interaction Points Front Desk Back Office & Tech Support

Customer

Customer

Customer

Customer

Receptionist

Waiter

Waiter

Waiter

Chef/Cook Equipment Coffee Machine

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SERVICE ATTRIBUTES

Responsiveness

Delivering Order

SERVICE PROCESS INDICATOR

Order Taking time

Time taken to deliver

SERVICE PROCESS STANDARD

Immediate

15-20 min

PERFORMANCE TARGERS

95%

90%

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 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.

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 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.

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