IndianIIIIIIIIKJSDNDMASDN

Business Process Improvement

of Indian Chilly
Case Study of a Restaurant



Group 2
user
Group - 2
Batch 2013-15
Arnab Sen (13PGP069)
Dibyajyoti Mandal (13PGP076)
Jayesh Surisetti (13PGP082)
Kritika Swaminathan (13PGP087)
Puneet Manot (13PGP102)
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Table of Contents

Chapter 1: Introduction ............................................................................................................................................................ 2
Business Process Improvement
Indian Chilly The restaurant
Problem Statement
Chapter 2: Existing process ...................................................................................................................................................... 4
AS IS process
Key features of existing process
Chapter 3: Proposed process .................................................................................................................................................... 6
TO BE process
Key features of the proposed process
Chapter 4: Recommendations .................................................................................................................................................. 9
Chapter 5: Conclusion ............................................................................................................................................................. 10




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CHAPTER 1: Introduction

Business Process Improvement

Business environments are complex. Almost everywhere organizations are undergoing rapid and significant changes driven by such pressures as
customer expectations, new technologies, and growing global competition. As a result, many business processes within organizations are
dynamic and constantly changing. In order to survive in such environments, practitioners are forced to continuously revise their business
processes to respond quickly to changes.
This project presents the AS-IS (current) business process and proposes a TO-BE (new) business process of the Indian Chilly restaurant, located
in Raipur. This study concentrates around two major objectives, the first of which is to model and describe the AS-IS process of the service
delivery at Indian Chilly restaurant. It then proposes a TO-BE business process model for the service delivery targeted to improve the customer
service, and increase the customer base in the Raipur area by providing superior services as compared to its competitors. The new model aims to
increase sales of the business by differentiating itself form others and gaining competitive advantage. The model emphasis on restructuring the
unit, eliminating inefficient and inefficient steps, and adapting new steps that reduce food delivery time.
Indian Chilly The restaurant

Indian Chilly is a Multi-cuisine restaurant located in the heart of Raipur established in the year 2009.Since then it has been one of the favourite
dining destinations among the people of Raipur.
Following are some of the key features of the service it provides:
Distance in (kms) from the Airport 10 KM

Distance in (kms) from the Railway Station 5 KM
Candle Light Dinner

Dance Floor
Catering Services

Banquet Hall
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Serves Buffett

Food Type(Cuisine) - South Indian
Home Delivery

Table Booking/ Reservations Conditions - Before 2 Hours
Candle Light Dinner

Pure Vegetarian
Table Booking/ Reservations

Banquet/Party Facilitiesp
TV Screens

Pure Vegetarian
Birthday Parties

Home Delivery
Party Area

Problem statement

The customer ratings of the Indian Chilly restaurant have dropped drastically to below average in the recent few months as shown below.

The manager at Indian Chilly is under pressure to revamp the process at the restaurant to improve the level of customer service. A market
research study was done to find out the root cause of the problem. The results of the study suggested that since the restaurant is in high demand,
there was too much rush in the restaurant during peak hours. This resulted in too much waiting time for the customer for getting a table to dine.
Also, there was no incentive for the loyal customers. The restaurant manager needs to map the existing process and suggest changes in the
process to redress the above issues.
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CHAPTER 2: Existing Process
AS-IS process

The AS-IS process for the food delivery system is as follows:







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Key features of the existing process

The AS-IS process shows that the food delivery process at Indian Chilly incudes interactions between the four different people at different
levels. It includes
- Customer,
- Chef,
- Waiter
The AS-IS process for delivery of food is as follows:
1. When the customer arrives at the restaurant, they sit on an unoccupied table.
2. Waiter approaches the customer and gives them the menu.
3. After the order is decided, the waiter takes down the order from the customer and places the order to the kitchen.
4. While the food is being prepared in the kitchen, the waiter gets the dining table ready by placing plates, and serving water etc.
5. When the food is ready, the waiter serves the food to the customer.
6. The waiter takes repeat orders from the customer if required.
7. Once the customer indicates that they have finished dining, the waiter clears the table, gets the bill ready from the counter and presents
the bill to the customer.
8. The customer pays the bill either in cash or card. The waiter facilitates the bill payment according to the payment method.
9. The customer leaves the restaurant after the bill has been settled.




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CHAPTER 3: Proposed Process
TO-BE process

The TO-BE process for the food delivery system is as follows:


The sub-process for checking seat availability is as follows:

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The sub-process for bill adjustment is as follows:

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Key features of the proposed process

The following changes in the process have been proposed to improve the level of customer service:
1. Seat Availability Checking

Problem in Existing System:
Customer is waiting in queue during peak hours and is not sure of the amount of time he needs to wait for getting a table. There is also no
provision to book a reservation to avoid the unnecessary waiting.

Proposed System:
When the customer arrives at the restaurant, he is greeted by a Staff who is responsible for maintaining the record of the number of tables
booked and the priority of customers for seating in the restaurant. The customer now is directly guided to the table, if they have a
reservation done earlier on phone. If there is no reservation, they can book a table and will get to know of the tentative amount of waiting
time from the Staff.

2. Billing Adjustment
Problem in Existing System:
There is no provision for giving any incentives to loyal customers of the restaurant. All the customers are treated on the same level. This
reduces the retention levels of the existing customer base.
Proposed System:
When a customer produces his loyalty card at the entry of the restaurant he is given a complementary drink. Also, upon producing the
loyalty card the customer is given loyalty points on the basis of the number of visits to the restaurant till date. Based on the loyalty points
discount is given on the bill to the customers. All the customers are given an option to choose to have a loyalty card when they are
visiting the restaurant for the first time.

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Chapter 4: Recommendations

BPI is a suitable solution for improving customer satisfaction and to achieve customer loyalty that can benefit Indian Chilly to increase its
profitability.
To improve the customer service level and further increase the customer base the following recommendations have been proposed:
1. Include the provision for table reservation.
2. Provide loyalty cards to customer to increase the retention of existing customers.
However, since the business environment is dynamic, BPI will be an on-going activity. Commitment from not only the manager but from each
and every individual in the restaurant will be of paramount importance for continual improvement and successful implementation of the
proposed process.









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Chapter 5: Conclusion

In the highly competitive and profitable hospitality industry in Raipur, the Indian Chilly restaurant needs to develop new ways of improving
customer satisfaction through error minimization and a flourishing service quality. The restaurant manager has identified the root cause of loss of
customer satisfaction from market research and studied the existing business process of the restaurant. The proposed process includes the
addition of a table reservation system and has special incentives for the loyal customers. During the implementation process, all the initiatives
are to be encouraged, acknowledged and rewarded. The restaurant manager will have to ensure proper training of all involved to make the
implementation of the new process successful.