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Indian coffee house ppt


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  • 1. Indian Coffee HouseIndian Coffee House
  • 2. HistoryICH was started by the Coffee Board in1940 ICH was closed in 1950 due to policy change Workers co-operative was founded in 1957 The first Indian Coffee House was opened in New Delhi on 27 October 1957
  • 3. Management• Presently 13 co- • These societies are • There is also a operative societies governed by federation of the co- run ICH managing committees operative societies as elected from the the national umbrella employees organization to lead these societies.".
  • 4. STPSegment Target Positioning•Food and Beverages •Students • Traditional Ambience •Journalist •Affordable food •Bureaucrats • Courteous Services •Doctors •Healthy food •Lawyers •Meeting Place •Senior Officials •International Market
  • 5. 7Ps Competitor detail 7 Ps ICH Sagar Ratna/ Sundram CCDProduct • Coffee • South Indian Food • Coffee • South Indian Food • North Indian Food • Snacks • Western Food • ChinesePrice Cheap and affordable Premium Priced Premium PricedPlace • Near colleges and offices • Malls/ Main Market of city • Malls/ Main Market of city • Owned by Different • Company owned • Franchises SocietiesPromotion Word of mouth Print Media/ Out door media Outdoor mediaPeople Traditional Style and middle Well dressed and Young staff with good aged waiters Middle aged staff communication and presentationProcess Old service style Traditional + Western Western stylePhysical • Ethnic Ambience • Modern looks • MusicEvidence • Moderate cleanliness • Family Dining Hall • Western ambience • Traditional south Indian • Take away food served on banana leaves
  • 6. Blueprint Payment CUSTOMER Receive and check ACTIONS Order food outCONTACT EMPLOYEE ACTIONS ONSTAGE Waiter Deliver Request Bill for bill provided BACKSTAGE Chef SUPPORT PROCESSES Required Prepare material food collected
  • 7. GAP AnalysisGap 1 (not knowing what customers expect): • No interaction between customer and manager of restaurant • No provision of feedback from customer visiting ICH • No customer relationship management
  • 8. Gap 2(not having the right service designs and standards)• Service at ICH is quick. Serve under very fast• Uniform of waiters is not clean• Non- Hygienic way of food serving
  • 9. Gap3(not delivering to service standards)• No proper training for employees• Failure to match demand and supply during peak hours
  • 10. Gap 4(not matching performance to promises) • Affordable with good service so manage to keep customer expectation • No marketing communication. Only WOM is only source
  • 11. RecommendationsConscious about the cleanness of the uniform : specially in North IndiaWater – PurifierCan play music in the restaurantClean and well mentioned washroomsShould keep suggestion bookTake care of hygiene factor
  • 12. Analysis Age Group 9% 10%19% 24% 15-25 25-30 30-40 40-50 38% 50 and above
  • 13. Since when are you visiting Indian Coffee House? Sales 11 37 19 1+ 5+ 10+ 15+ 33
  • 14. From where you came to know about Indian Coffee House? Sales 8 20 Friends/ Family Advert Location 4 Others 68
  • 15. What is your reason to visit ICH?• Main reason is “Value for Money”• “Hangout place” to meet old friends and have long discussions.
  • 16. Has there been any change since the 1st time you have visited ICH?10090807060 Series 150 Column240 Column1302010 0 Yes No
  • 17. What should ICH change?• One thing that the customer would like to change in ICH is “Service”