1. PRESENTED BY: PUNEET RANA:-PGDMM/09/004 SAN SANTOSH KUMAR:-PGDMM/09/006 DEEPAK KUMAR:-PGDMM/09/007 AJAY MAURYA:-PGDMM/09/024 CASE STUDYONGUCCHIANO

2. Trusted name in fast food business. New entries in the eateries in Delhi(CP). Location chosen ---Prestige, Population, Psychographic, Competition, Future prospect. To attract foreign travelers coming to Delhi. Investment ---170 cr. Space and its development Developed on international image. SUMMARY

3. USP --- Position according time of day * Morning -- coffee house *Mid-day -- fast food position *Evening – bar *Dinner –dinner crowd with non fast food entries.

4. Peter Olson – in charge of Indian operation Renukapoor --- marketing function Kkshrivastav -- operations MEETING DAY ARRIVED

7. McDonald’s, Pizza Hut and Wimpy—Foreign specialty McD—doing well. Wimpy—does not patronized by many. Pizza express—wind up. Zen and Rodeo—country-specific cuisine Embassy and Host—multi-cuisine DV8, Volga and Blues—Bars restaurants. Volga—families—place for drinking Kake ka Dhabaand national—highway type TGIF and Ruby Tuesday—concept Sarvana Bhavan and Banana leaf—south India Nirula’s—India fast food. Fast food answer to west 1970 burgers & triple sundae. Barista and Café Coffee Day—coffee bars Madras hotel—South India fare at reasonable price –wind up. COMPETITORS AND PERFORMANCE

8. WEEKLY PERFORMANCE ( ‘000) ( 000) Time

9. AVERAGE WEEKLY SALES MONTHWISE ( ‘00) ( ‘00)

10. USER STATUS (%)

11. SATISFACTION LEVEL (%)

12. USER COMPOSITION

13. Difference between customer expectation service and the perceived service. Ce > Cp =Customer dissatisfaction or Customer gap Customer expectation:- fast food, GAP 1 (2) Managerial perception:- (a) we will attract customer for all position (b) customer and target 1,00,000 GAP 2 (3) Service quality design:- GAP 3 CUSTOMER GAP

14. (4) service delivery:- peak hours and lean hours GAP 4 (5) Expected service :- fast food, quality, GAP 5 Perceive service gap:- not able to handle customer properly.

17. Source: Sasmita Maurya THANK YOU