logo

Strategic Management | Simply Indian Restaurant

   

Added on  2020-02-24

35 Pages6927 Words208 Views
Running head: INDUSTRY PROJECTIndustry ProjectName of StudentName of the UniversityAuthor Note

1INDUSTRY PROJECTExecutive SummaryThe strategic management is one of the most important aspects of the modern day organizations.The selected organization for the purpose of this study is Simply Indian Restaurant, which islocated at Lower Hut, New Zealand. The selected topic for this project is customer service.There are certain strategic management issues that are being highlighted in this research- longwaiting time, lack of care and low quality of foods. The identified issues have been explained indetail and suitable recommendations have been made. A detailed literature review would beperformed which would underline the different important concepts of the concerned topic. Theresearch would be done and on the basis of that data analysis would be performed. This paperwould broaden the understanding of a real strategic management issue in a real organization.

2INDUSTRY PROJECTTable of ContentsIntroduction......................................................................................................................................41.0 Industry background..................................................................................................................51.2 Organization Background......................................................................................................62. 0 Project Scope............................................................................................................................62.1 Statement of issue..................................................................................................................72.2 Catalyst..................................................................................................................................83.0 Literature Review......................................................................................................................83.1 Customer Service...................................................................................................................83.2 Customer Satisfaction..........................................................................................................114.0Introduction...........................................................................................................................134.1 Research Methodology........................................................................................................144.2 Customers want respect and care.........................................................................................174.3Quality of the restaurant meal is important..........................................................................184.4 Customer wait time matters.................................................................................................184.5 Limitations, Assumptions and Ethical Considerations........................................................195.0 Recommendations....................................................................................................................205.1 Long term recommendations...............................................................................................205.2 Short term recommendations...............................................................................................21References......................................................................................................................................23

3INDUSTRY PROJECTAppendix 1:...................................................................................................................................28Appendix 2:...................................................................................................................................30

4INDUSTRY PROJECTIntroductionThe strategic management of a firm is one of the most important job role in which thereis formulation as well as implementation of the initiatives as well as goals of thecompany(Peppard& Ward, 2016). The strategic management initiatives are being taken by thetop management of the company on the behalf of the owners. The strategic decisions need to betaken by considering the internal as well as external environment in which the organization isoperating (Hill, Jones & Schilling, 2014). The customer relationship management is one of themost important aspects in the strategic management of the modern day organizations. It is relatedto strategies in which there are tools for fulfilling the customer needs as well as meets theirgrowing expectations. The modern day organizations should formulate practices, technologies aswell as policies which would help them to manage the customer interactions well(Hill, Jones &Schilling, 2014). The main aim of the companies is to drive profits as well as more customerretention. There should be assessment policies for the assessment of the customer needs and it isalso important to evaluate the current service level of the organizations. The customers should beheard and their feedbacks should be used for gaining constructive improvements in their businessoperation.The selected organization for the purpose of this study is Simply Indian Restaurant,which is located at Lower Hut, New Zealand. Simply Indian restaurants have some strategicmanagement issues which need to be highlighted so that necessary improvements can be taken.This paper would enumerate the problems that are being faced by the restaurant. A detailedliterature review would be performed which would underline the different important concepts ofthe concerned topic. The research would be done and on the basis of that data analysis would be

5INDUSTRY PROJECTperformed. The concluding part of the paper would comprise of the short term as well as long-term recommendations for future improvements. 1.0 Industry backgroundThe hospitality industry in New Zealand involves the flights, restaurants and hotels. Thisindustry is currently on the rise and it gives employment to around 200,000 people. Therestaurants and bar business is considered as the largest employer with over 50% people workinghere(Hobbs &Hobbs, 2015). The casual dining restaurants have witnessed a 10% growth in thefoodservice value in the year 2016. There is a string growth of the restaurant business in NewZealand and it has gained strong customer confidence. There is growing income of the people,which makes the customers to dine outside their homes. In New Zealand, the concept of qualityfood is associated with casual dining and they give better value than the traditional full-servicerestaurants (Hobbs &Hobbs, 2015). The casual dining joints also provide a more relaxingatmosphere and are ideal for socializing. The Lone Star Cafe in New Zealand has foodservicevalue of NZD53 million, that represents value share of about 1% in the category. There has been an increase in the growth of the online food ordering system in NewZealand and that would hinder the development of the full-service restaurants(O'Neill & Pearson,2016). There is an increase in the development of the urban lifestyles, which has led toproliferation of food chains. There is also an emerging system of online ordering as well as thirdparty delivery services. The dine-out systems have the probability of declining as it is usuallymore time-consuming (Hobbs &Hobbs, 2015). It is expected that there would be proliferation ofthe “third party delivery service providers” (for example UberEats), which is expected to gainmarket prominence.

6INDUSTRY PROJECT1.2 Organization BackgroundOne of the finest Indian dining restaurants in Wellington is Simply IndianRestaurant(Simplyindian.co.nz, 2017). It is located at Lower Hut, Wellington, New Zealand.The restaurant has an electric mix of the modern Indian cuisines, which is also inclusive of thetraditional foods of India. The restaurant also has efficient as well as personable service. It offersthe customers a sophisticated dining experience (Simplyindian.co.nz, 2017). They also providecharming employees and excellent service,which gives tough fight to its competitors(Simplyindian.co.nz, 2017). There are various kinds of services provided by the restaurant suchas catering, fine dining, private parties and hosting corporate events. The joint is also famous forthe Indian lunch buffer, which has variety of vegetarian as well as non-vegetarian dishes. Simply Indian Restaurant provides a range of dinner menu such as soups, appetizers,maincourse, chef’s recommendations, for kids, banquet meal, rice creativity, Chinese connection,Indian breads and naan (Simplyindian.co.nz, 2017). There are other meals available such astakeaways, snacks and lunch (Simplyindian.co.nz, 2017). It also offers range of sweets such askesarladoo, pista burfi, badampista burfi, saffron peda and others. 2. 0 Project ScopeThe project scope would include the different attributes of the Simply Indian Restaurantin serving the customers. The project would investigate the levels of customer service in therestaurant and how they can be improved. The customer service is of paramount importance intoday’s competitive environment and hence this project would strive to detect the servicedelivery aspects of the restaurant. The attitude and behavior of the customers would be assessedand their impact on the customer satisfaction levels would be analyzed. The project would first

7INDUSTRY PROJECTstrive to analyze the various kinds of services provided by the restaurants to the customers. Thecustomers’reaction would also be measured and the customer feedbacks would be analyzed.Theprimary focus of the paper would be the quality of customer services and all the factors thataffect it either directly or indirectly. Any operational aspect of the restaurant and any financialconsiderations are outside the scope of this project. 2.1 Statement of issueSimply Indian Restaurant is one of most popular places of Wellington, New Zealand andit is famous for the tasty dishes they provide (TripAdvisor, 2017). They are well known for theirauthentic vegetarian dishes and excellent non vegetarian dishes. However, there are severalproblems with the quality of foodbeing offered to the customers. The customers have made lot ofcomplains regarding the average quality of food that they offer and the poor cooking skillspossessed by their chefs (TripAdvisor, 2017). In fact, there were few customers, who have saidthat the food quality in the restaurant is patheticand they didn’t found the food “value formoney”. One customer has given feedback that the Chinese noodles ordered by them wasexcessive oily and it affected their health(TripAdvisor, 2017). There was another review that oneof the vegetarian fish had strong smell of fish, which is certainly not acceptable. The customersalso complained about the taste of the foods and they were pretty dissatisfied with thesame(TripAdvisor, 2017). The other identified issue was the lack of customer service, which infuriated thecustomers in certain instances(TripAdvisor, 2017). The customers have complained about thearrogant behavior of the waiter and rude answers given by them when there are adversesituations. The restaurant authorities also gave little importance to the needs and wants of the

End of preview

Want to access all the pages? Upload your documents or become a member.

Related Documents
Assignment Management Theory and Practices
|10
|2628
|62

Assignment on Organizational Structure Culture
|8
|1557
|70

Strategic Management of Vodafone New Zealand
|12
|2250
|284

Strategic Marketing Analysis of McDonalds
|10
|547
|407

MGT302 : Strategic Management | (KOI)
|11
|3485
|209

Food Cost Accounting at Simply Indian Restaurant in Wellington
|28
|6282
|266