CASE SUDY : FUN DISK FUN DISK: Salient Points College of Business school; Engineering dominated students; Middle

Middle class background; importance to career Final Placements season; everyone is trying to secure his/her job first and in best Company; atmosphere of anxiety and excitement. Different perspective for Ashok; caught in battle of his minds to express his feelings for his classmate-Renu He does express his feeling and gets reciprocal feedback from his girl Both celebrate their `Big day at discotheque Fundisk located in the Starred Hotel Property Celebrations cut short owing to inappropriate behaviour of another guy on the dance Floor; both gets disappointed Cancel their plan of Dinner too at same place; move out of the Fun Disk

Learning from the Case: Customer Centric approach is a must in a service based outlet Due to Production-offering-Consume nature of Service simultaneously, managers must ensure that customer leaves with a good experience from services availed. Despite Fundisk being located in 5 Star Hotel, they failed to ensure customers privacy being intruded by other customer, leading to dissatisfaction of Ashok and Renu They even cancelled their plan of Dinner owing to this; but also led to bad experience/memories for Ashok and Renu Fun Disk should have bouncers who monitor the crowd on the dance floor. In situations like these all that was required was a bouncer coming to Renu & asking her if she knows that guy or is he disturbing her? Renu should have indicated that the chap was misbehaving & the chap would have had a good time with the bouncer Customer visit Fundisk to celebrate or enjoy their day. They enter it with a feeling of comfort zone and good ambience. But in the case the management was not active. They did not have CCTV camera to monitor which is not suppose to happen -:When Renu felt uncomfortable one from the pub staff must take into care to make them comfortable. Again when they were leaving no waiter or floor manager approach them and willing to know the problem. Its because of poor management in the top or Siddhartha Sankar Majumder

lacking of strong monitoring for customer service and security zone.

Siddhartha Sankar Majumder

CASE STUDY: SKIN ND DOLLARS Skin and Dollars: Salient Points of Case Silverline an upscale restaurant offering Full service Strategically Located- proximity to source of customers (Office Block, business centre) Falls between narrow and full range restaurant; mid price and mid quality catering to middle rung customers Services are based on time-segmentation (Menu indicated these) Lunch 1230 to 3.30 p.m. evening tea/coffee 3.30p.m to 7.00 p.m.; Dinner; different variety of foods was available during these timings Lean demand during breakfast and Evening Coffee hours; Heavy rush during lunch and Dinner Characters in the case: Sunder-Operations Head Keshav-Marketing Head Scott and Tushar- Kitchen In-charge Sunil and four other bearers Mahesh-Board Member of Restaurant Time segmentation of services was agreed between Marketing and Operations for merit of it; Customers knew what to look for during particular time period; with range of services moving with time zones, operations (Kitchen staff) could manage the process efficiently. Concept not too well accepted by Floor staff for not being able to satisfy customers demand for any item not available during that time Internal surveillance to record movements and activities of restaurants for screening by board members periodically to review performance. One such screening on a day at 4.00 p.m. a foreigner arrived; welcomed by Sunil, a bearer shown chair, served glass of water and menu card given Foreigner even though realizing that lunch time were over, ordered for butter chicken and rice; Sunil reports to Scot-Kitchen In-charge Had some excess masala in store which was utilized to make butter chicken by adding butter and served to Customers; While Scot did this to avoid the wrath of Operation manager and Sunil did this to with the hope to earn the tip from satisfied customer Foreigner leaves satisfied leaving 5 $ in the bill folder. Mahesh wanted the Board to compliment both Scot and Sunil for having made customer happy. Siddhartha Sankar Majumder

Learning Lesson-from the Case Even though the timings for lunch were over, yet the guest was served with the food, not usually available during that time The primary objective of any service outlet is customer satisfaction; a part of orientation of restaurant that exceeding customer expectations is way of delighting customers. While the intentions of Scott and Sunil were not right, but the end result was the happy customer. Even though Time segmentation of service may be appropriate from operational efficiency perspective; but it is not a water tight compartment or should be a rigid framework which cannot be altered to suit the needs and requirement of customers. Meeting customers requirements, if that does not exceed the cost of providing the service, should always be encouraged. In the present case, customer need was satisfied with available resources yet ended with a happy customer. Each organizations perspective should be customer oriented and should provide value to customers at a lesser cost to enhance customers delight. We therefore agree with Mahesh suggestion that Sunil and Scot need to be appreciated for their efforts(even though it may have come as a by product of what they did for some other reason)

Supporting reason About skin and dollars, I though share that scott and sunil's action were not appropriate but the ultimate objective is to satisfy the customer need. I think they succeeded in that quite well. complexities and rules are ok but they are not above customers if that adds value to your service. They are not made to be inflexible and rigid without taking into account what it does to your customers. I feel they were right in serving the foreigner with the dish. Well that's what I think, we can however discuss more before the class today. Siddhartha Sankar Majumder

Alternate Explanation Suppose i visit that restaurant & order a veg pizza. Sunit goes to Scott & finds that there was a non - veg pizza ready but not baked. They please me with the pizza at odd hours & but that was the same pizza, just the toppings were swapped with veg toppings. Can you imagine what they have done to me? I am not saying that this is true but encouraging such things can get us into such a situation.

Siddhartha Sankar Majumder