Process Analysis

Process Analysis – Shree Krishna Udupi Restaurant

GROUP 9

PAUSALI SARKAR (43)

RAHUL UNNIKRISHNAN (55)

RAJAT JAIN (57)

SHANOOP KRISHNAN (69)

SHELLY KWATRA (70)

SHREYAS BAXI (73)

Contents

Abstract: 1

Case Topics: 1

Service Operations: 1

Competitive priorities: 3

Observations: 3

Capacity and Utilization: 4

Process Analysis: 4

Benchmarking 6

Recommendations: 6

Conclusion: 6

Abstract:

‘Shree Krishna Udupi’ is a popular vegetarian restaurant, located close to the Bhavans’ Campus, in Andheri. We were provided the opportunity to observe the day to day operations of the restaurant and in the process learn more about the different strategies and approaches adopted by the management in running the establishment. The well-designed and efficient operations management strategy in place has significantly contributed in realizing the management’s objectives of offering tasty and quality food and superior ambience at reasonable prices. The volume of business has been consistently excellent over the past years. However, we have observed that there is still room for improvement especially in reducing the waiting time and accommodating more customers during peak hours. This would help the restaurant in not losing out customers to competitors due to space constraints during peak hours. The case provides an opportunity to apply process analysis concepts to identify bottlenecks in a services operation.

Case Topics:

Service Operations, Process Analysis, Capacity Planning and Utilisation, Recommendations

Service Operations:

General flow chart of activities in the restaurant:

Customer enters the restaurant

Customer waits for the menu card to be given

Customer locates the seats (himself/herself or with the help of the waiter)

Customer decides on the order

Customer places the order

Food preparation in the kitchen

Food delivery

Customer consumes the food

Is the order repeated?

Bill delivered...