Chaayos-Noida Sector 18 DLF Mall of India

Introduction:-
Chaayos is a chai-café chain offering more than 25 varieties of tea customized in over 1200
ways. Each ‘Chai’ is handcrafted & made upon order. The variety teas which chaayos offers
ranges from Indian chais like ‘paani kum chai’ to international favorites like ‘Chamomile Tea’ &
‘Moroccan Mint Tea’. This particular outlet is present on the ground floor of DLF Mall of India.

Degree of Customization:-
Chaayos focuses on ‘Chai’ exactly made to customers liking the minute they place their order.
Degree of customization is very high.

Relation with Customers:-

Chaayos understands that ‘Chai’ is something that people generally don’t want to wait for, hence
various outlets all over NCR regions serve a particular area. Noida Sector 18 outlet does not
provide delivery services. Delivery services are taken care of from all other outlets.

Demand Supply Mismatch Over time:-

The outlet will have demand both from dine-in & takeaways .The outlet observes
peak sales between 3pm to 7pm with average 200 people on weekends and 70-80
people on weekdays. The inventory is managed by the team members, shift
manager and café manager by having an estimate of average sales per day. Stock is
called as per the last week’s trends per 1000 orders (unit). Each day inventory
arrives in the morning. Surplus left is wastage at the days end.

Labor Intensity:-
Labor intensity is low with only 13 on roll employees. The interaction with
customers was limited only to taking orders, billing the order and calling customers
to collect as and when the order was ready.

The hierarchy of employees is as follows- 1. Café Manager, 2. Shift Manager, 3.

Customer Relations Executive, 4. Chai Trainers 5. Team Members
Layout Of The Chaayos Outlet:-

Four Order Receiving Kiosk, Billing

Seater Counter and Kitchen

Important Elements of activities:-

Entra
nce

Financial:- Seating Plan

3 Seater 4 Seater

Service Process Matrix:- 3 Seater

3 Seater

3 Seater
Explicit Services:-
Six Seater Seating for Six
Implicit Services:- Main People
Entrance

Fig.1

Important Elements of Activities:-

Service Process Matrix:-
The observed service process matrix showed low degree of interaction and
customization along with high degree of labor intensity.
Explicit Services:-
The quality of food served was excellent, though the prices were a bit on the higher
side still the quality served along with the combinations available and the option of
customizing with ones wish made it worth.
Implicit Services:-
Tea is a beverage that is consumed by people all over India irrespective of
geographical and cultural barriers. Chaayos understands the sentiments of people
associated with their one cup of ‘Chai’. Bringing ‘Chai’ to people from the streets
of India and presenting it in a modern, funky café format makes people visit
Chaayos again and again.

Information Processed:-
The information processed is basically limited to few activities like availability of
an exhaustive menu, taking customers order through the order receiving kiosk and
presenting the bill to the customer.

Facilities Available:-
The outlet is situated on the ground floor of DLF Mall of India Sector 18.
Explaining the layout in Fig 1 we have six seater, four seater and three seater
tables, one order receiving kiosk, billing counter and kitchen which is roughly 15%
of the total area of the outlet. The equipments available are a refrigerator, two
microwave ovens, three inductors, utensils and storage containers.
Rough Cut Blueprint of Delivery System:-

Other
Equipment Customer
Technical Core,
Inventory
Building Customer
Logistics etc.

Service People
Other Customer

The process flow of the outlet is mentioned below in order :-

1. Customers stand in a queue.

2. Customer enters the number on a tab of the kiosk according to the order
selected.

3. Customer pays the bill.

4. Customer collects the receipt

5. When order gets ready, customer is called.

6. Customer goes to the kitchen counter and collects the order.

7. Customer enjoys their meal and leave.

Skills Needed by Service Personal:-
The staffs of Chaayos are cheerful, warm & customer service is fast. The staff is
On Roll and are trained by Chaayos through various training programs.

Customer/Provider interface be changed to include more technology?

Chaayos is planning to provide online delivery of tea for homes & offices, packets
of tea to brew at home, as online delivery is the fastest growing segment at 40-50%
a month. Sector 18 outlet still does not serve online.