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Dabbawala
- 1. Case Study: The Annapoorna Dabbawalla company Ltd. (ADC) T.R.VISHAL (2T3-37) B.CHANDRA SHEKAR REDDY (2T3-06) M. SHABERISH
- 2. 1. Identify some of the important changes (shifts) taking place in the target segments of ADC. •In 1960’s banks timings changed. •In 1980’s textile mills were closed down on a large scale. •In 1990’s fast food chains and roadside ‘quick-bite’ restaurants emerged. •Rising trend of women going to work. •Offices and workplaces tend to have good quality canteens and food courts.
- 3. 2. Compare and contrast the services of Annapurna Dabbawalla with those of fast food chains and roadside 'quick-bite' restaurants in and around office localities Classification Type Annapurna Fast Food, ‘quick-bite’ Degree of Tangibility of the Service Less, its only a service, delivery of tiffin box. More, as food in a restaurant is a tangible thing. The service is directed at the customer or his possessions To his possession, as the food cooked at customers home is sent to office. To the customer, as food is served by the provider. The time and place of service Delivery More convenient as tiffin box arrives at office and reaches home. Less convenient as he/she has to visit the hotel or fast food center. Level of customization vs standardization More Standardization, less customization. More customization and Less standardization. Formal or Informal relationship with customers More formal relationship as food is collected from home and sent to office. Less formal relationship as no data of the customer is maintained. Extent to which demand and supply fluctuate No much impact Fluctuations between demand and supply Interaction with people or inanimate objects/environment Less interaction with environment, as food is delivered to the office of the customer without any involvement of him/her in between. More interaction, as the customer has to go to the premises of the provider.
- 4. 3. Compare and contrast the following services, using the classification system given in pages 8 and 9 of the textbook.
- 5. The degree of tangibility of Service Tangible Intangible Hotels Beauty saloons Hospital Services Advertising Airlines Legal services Banking services Investment advisory services. Airlines Hotels
- 6. Whether the service is directed at the customer or his possessions Participation Possession Hotels Beauty saloons Hospital Services Advertising Airlines Legal services Banking services Investment advisory services. Banking services Investment advisory services.
- 7. The time and place of service Delivery Providers Location Customers Location Hotels Beauty saloons Hospital Services Advertising Airlines Legal services Banking services Investment advisory services. Legal services Banking services
- 8. Level of Customization Vs Standardization Customization Standardization Hotels Beauty saloons Hospital Services Advertising Airlines Legal services Banking services Investment advisory services. Hospital Services
- 9. Relationship with customers Formal Relationship Hotels Beauty saloonsHospital Services Advertising Airlines Legal services Banking services Investment advisory services. Informal Relationship
- 10. Extent to which demand and supply Fluctuate Steady Demand Fluctuating Demand Hotels Beauty saloons Hospital Services Advertising Airlines Legal services Banking services Investment advisory services.
- 11. Interaction with people or Inanimate Objects/Environment Consumer contact required Hotels Beauty saloons Hospital Services Advertising Airlines Legal services Banking services Investment advisory services. Consumer contact not required
- 12. Thank You!!!!!