Service attributes, Service Delivery System and recommendations for Service Improvement

1. Vijay Krishnan A
DM14257

2.  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
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3.  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
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4. Automat
Café
Coffeehouse
Cafeteria
Fast Casual
Counter
Fast Food
Restaurant
Greasy
Spoon
Restaurant
Chain
Sit-down
restaurant
Take-out
Restaurant
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5. Family
Style
Quick
Service
Multi-
Concept
Chains
Upscale
Delivery
Take-
Out
Buffet
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6. ORGANIZATION: Café 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
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7. Service
Factory
Service
Shop
Mass
Service
Professional
Service
Degree of Interaction and Customization
Low High
DegreeofLaborIntensity
HighLow
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8. 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
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9.  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)
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10. 10
Taking Orders
Preparing
Order
Preparing
Order
Delivering
Order
Additional Person
Assigned during
peak hours

11.  Parking Lot
 Building Exterior
 Entrance
 Welcome counter
 Interiors
 Ambience
 Restaurant
Furniture
Serving
Mechanism
 Cutlery
 Crockery
 Tissues etc.
Menu:
 Coffee
 Snacks
 Cold/Hot Beverages
Customer Customer Customer Customer
Receptionist Waiter WaiterWaiter
Physical
Evidence
Customer
Interaction
Points
Front
Desk
Back
Office &
Tech
Support
 Chef/Cook
 Equipment
 Coffee Machine 11

12. 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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18.  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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19.  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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