INDEPENDENT UNIVERSITY, BANGLADESH

MBA-512 (Operations Management)

Report on “Layout OF Govinda’s Restaurant”

Submitted to
Dr.ParthaKumar Pandit
School of Business and Entrepreneurship

Submitted by

Name ID

Date of Submission:4th December,2022

Letter of Transmittal
4th, December,2022
Dr.ParthaKumar Pandit
Lecturer
School of Business and Entrepreneurship
Independent University, Bangladesh
Subject: Submission of Report on “Layout OF Govinda’s Restaurant.”

Dear Sir,
With great pleasure we are submitting the report on Layout OF Govinda’s Restaurant for the
course of MBA 512. This report has been prepared based on our course. we have put in our best
effort to make this report according to your expectation. However, this has obviously been a
great source of learning for us to conduct better things in future.
we would like to express our sincere gratitude to you for your guidance and suggestions in
preparing this report.

Thank you very much.

Sincerely yours,
Md. Zahid Hossen

 Table of Contents
 Letter of Transmittal............................................................................................................................2
ACKNOWLEDGEMENT.........................................................................................................................3
Executive Summary.............................................................................................................................4
Introduction.........................................................................................................................................5
Purpose of Govinda’s Restaurant..........................................................................................................10
Facility Layout of Govinda’s Restaurant.................................................................................................12
Various layout description.....................................................................................................................13
Service layout of Govinda’s Resturant...............................................................................................17
Design analysis......................................................................................................................................18
Problem of Govinda’s Resturant........................................................................................................19
Recommendation ordering line.........................................................................................................21
Conclusion.........................................................................................................................................24
Reference..........................................................................................................................................25

ACKNOWLEDGEMENT
First of all, we extend our profound gratitude to the Almighty Allah, who helped us
accomplish this task on time. we feel satisfied and glad that we have completed this study
within specific duration. This report is done by us to research the restaurant and the course of
MBA512.

we would like to express our Sincere & immense gratitude to Dr.Partha Kumar Pandit,
lecturer , School of Business and Entrepreneurship, IUB. We are deeply indebted to his full-
hearted supervision to us during the course Period. His valuable suggestion & guideline
helped us a lot to prepare the report in a well-organized manner. Their helping hand
supported us to complete our report successfully.

I acknowledge the encouragement and assistance given by a number of people and

institution. Major contribution was received from our all of team members. everyone was
serious about that and done it properly.

Finally, we want to keep our thanks to our parents who gave special attention to us from the
very beginning and during the preparation of the report program.
 Executive Summary

Operations Management is an important part of MBA students where students experience the
real scenario and get the opportunity to learn about the professional world. The report is
about life experience and getting information about working environment from outside and
learning many things from Operations Management program. We have explained our best and
cover all things.
This report is prepared to meet the requirement of MBA of Independent University,
Bangladesh. This report is about layout of Govinda’s Restaurant.
This report is divided into many topics such as: restaurant overview, here we discuss the
Govinda’s Restaurant curriculum process. And also discuss the different types of layouts
such as product layout, service layout, facility layout, Cellular layout etc. There we mention
some specific problems of their layout and how they solve their problem and getting more
customer satisfy everything is provided.
All over the project we have tried to maintain the structure which we have got from my
honorable faculty and we have tried to include all of those findings which were directly or
indirectly related to our analysis. It was a great knowledge sharing time with our teammates.
 Introduction

Govinda’s, Restaurant a world-famous chain of restaurants, is reputed for its authentic Pure
Vegetarian Cuisine with a unique ambience Govinda’s Restaurant, is a pure vegetarian restaurant
which provides a divine eating experience. Basically for Sanatanis those are not like to eat food
which contains onion, garlic. This restaurant is totally maintaining by ISKON (International
Society for Krishna Consciousness) people. ISKCON was founded in 1966 in New York by His
Divine Grace A.C. Bhaktivedanta Swami Prabhupada, affectionately known as Srila Prabhupada
by his followers. Govinda’s Restaurant follow some motto which called "Purity is Power".
Utmost care is taken to ensure that high quality of food and spiritual standards are maintained.
All the food-stuff will be first offered to the Supreme Lord before serving. The day at
GOVINDA's will start with puja & kirtan to purify the consciousness. All foods are prepared
with lots of devotion and love to Lord and subsequently are offered to Lord. The restaurant was
clean. The staff and servers were friendly, kind, nice, smiling and happy creating a good vibe
Consequently, the foods become not only tasty but truly transcendental. During festival days as
well as on Ekadasi day, it, having popularity, becomes very much crowded. For Sanatanis there
is a huge variety of food items on the eleventh day and vegetarian food on other days. It is a very
good restaurant for vegetarians and vegans. You will get variety of vegetarian food with
excellent taste here. A must go place who like veg foods. This restaurant serves various kind of
Bengali vegetarian food items for lunch and dinner. Moreover, excellent evening snacks are
being served. Most of the dishes of this restaurant are very delicious and healthy. The food is
prepared and served in a very clean and tidy way. Also the food here is very delicious. The key
themes that were present at Govinda’s was the cultural and religious practices of the food
provided, and the overall ambience and structure of the restaurant. The cultural and religious
practices of food in the restaurant were of main priority, as the restaurant had a certain goal in
providing customers a healthy and pure eating experience. Overall, the key theme that was
present at Govinda’s was their focus on the elements of food and the types of food, as they had
provided a selection of meals that any clientele would be able to consume, as well as providing a
dish that diners would leave with a satisfaction of feeling both healthy and pure. Today’s era
they run their 800+ restaurants all over the world.
 About ISKCON:

The International Society for Krishna

Consciousness (ISKCON), known
colloquially as the Hare Krishna
movement, is a Gaudiya Vaishnava
religious organization. ISKCON was
founded in 1966 in New York City
by A. C. Bhaktivedanta Swami Prabhupada. Its core beliefs are based on Hindu scriptures,
particularly the Bhagavad Gita and the Bhagavata Purana or Srimad Bhagavatam. ISKCON is
"the largest and, arguably, most important branch" of Gaudiya Vaishnava tradition, which has
had adherents in India since the early 16th century and American and European devotees since
the early 1900s. ISKCON was formed to spread the practice of Bhakti yoga, the practice of love
of God in which those involved (bhaktas) dedicate their thoughts and actions towards pleasing
Krishna, whom they consider the Supreme Lord. Its most rapid expansion in membership have
been within India and (after the collapse of the Soviet Union) in Russia and other formerly
Soviet-aligned states of Eastern Europe. ISKCON has established more than 800 centers all over
the world and has millions of followers. ISKCON devotees vow to follow four basic rules and
regulations, they are as follows: to follow a lacto-vegetarian diet, to not consume any intoxicants
(alcohol, cigarettes or other drugs), to not gamble, to not engage in 'illicit sex'. ISKCON
advocates preaching. Members try to spread Krishna consciousness primarily by singing the
Hare Krishna mantra in public places and by selling books written by the founder. BBT is the
publisher of books on the Gaudiya Vaishnava. BBT was established in 1972 by A. C.
Bhaktivedanta as the publisher for his books and for books by other authors. It also publishes the
magazine Back to Godhead in multiple languages. Apart from the BBT's work in publishing, it
helps finance the construction and renovation of Krishna temples in the Gaudiya Vaishnava holy
places like Vrindavan and Mayapur. Although ISKCON doing so many welfare projects like
food for life, banaprastha home, gurukuls, vedic research institutions, farm community, youth
development programs and so on.
 About founder:

Abhay Charanaravinda
Bhaktivedanta Swmi Srila
Prabhupada was an Indian
Gaudiya Vaishnava guru who
founded ISKCON, commonly
known as the "Hare Krishna
movement". Members of
ISKCON view Bhaktivedanta
Swami as a representative and
messenger of Chaitanya
Mahaprabhu. He was Born in Calcutta (now Kolkata) in a Suvarna Banik family,he was educated
at the Scottish Church College. While working at a small pharmaceutical business, he met and
became a follower of Bhaktisiddhanta Sarasvati Thakur Prabhupada. In 1933 he became a
formally initiated disciple of Bhaktisiddhānta. In 1944, he started the publication called Back to
Godhead, for which he was writer, designer, publisher, editor, copy editor and distributor. In
1947, the Gaudiya Vaishnava Society gave him the title Bhaktivedanta, (bhakti-vedānta). He
became known by the honorific Prabhupāda. From 1950 onwards, he lived at the medieval
Radha-Damodar mandir in the holy town of Vrindavan, where he began his commentary and
translation work of the Sanskrit work Bhagavata Purana. His guru, Bhaktisiddhanta Sarasvati
Thakura, had always encouraged him to publish books referring to the need for the literary
presentation of the Vaishnava culture. In 1959, after his retirement, he left his family took
Sannyasa, 1959 (by Bhakti Prajnan Keshava Maharaj) to become a sannyasi and started writing
commentaries on Vaishnava scriptures. As a travelling Vaishnava monk, he became an
influential communicator of Gaudiya Vaishnavite theology across India and the Western world
through his leadership of ISKCON, founded in 1966.He was well regarded by a number of
American religious scholars but was criticised by anti-cult groups. He has been described by his
followers as a charismatic leader, who was successful in acquiring followers in many Western
countries and India. Prabhupada was the first Hindu preacher to take advantage of the removal of
national quotas by the 1965 Immigration Act of the United States. In July 1966, he founded the
International Society for Krishna Consciousness (ISKCON) in New York City. He defended the
name, arguing that Krishna included all other forms and concepts of God. In 1967, a center was
started in San Francisco. He travelled throughout America with his disciples, popularizing the
movement through street chanting (sankirtan), book distribution and public speeches. George
Harrison of the Beatles produced a recording with some of the devotees in London and helped
establish the Radha Krisna Temple in that city. Through his mission, he followed and preached
the teachings of Chaitanya Mahaprabhu and introduced bhakti yoga to an international
audience.Within Gaudiya Vaishnavism this was viewed as the fulfilment of a long time mission
to introduce Caitanya Mahaprabhu's teachings to the world. Between this 10 year he traveled 14
times all over the world. Established 108 temples, various schools, gurukul, farm community,
veg restaurants, foord for life programs, Bhakti vendata book trust. Bhaktivedanta Swami died
on 14 November 1977 at the age of 81, in Vrindavan, India. His body was buried in Krishna
Balaram Mandir in Vrindavan After his passing away in Vrindaban ISKCON, the society he
founded based on a form of Krishna Bhakti using the Bhagavata Purana as a central scripture and
his remarkable books and principles he made.

History

Vegetarianism is one of the four tenets of ISKCON. Due to Prabhupada's focus on food
distribution, many ISKCON devotees have opened vegan and vegetarian eateries. At the time of
Pravupada when in New Vrindavan (West Virginia), was established by Prabhupada in 1968 at
that time in Sunday there was a program called “LOVE FEAST” held on every week. In this
program all are invited for classes on various scripter specially on Bhagavad Gita. Then after that
some kirtan after that feast by Prasadam. On that temple one devote start selling cookies, snacks
items and sweet items specially Rasgollas and Golap-jamun. And then after discussing with
Pravupada they give a name “ Govinda’s corner”. At the time goes on when the temples upgrade
day by day. Gradually the Govinda’s Corners got a look of a furnished restaurants and serves
various cuisine. All restaurants opened by ISKCON members are officially affiliated with
ISKCON, although many Govindas’ restaurants or catering businesses operate out of the main
temple center. [citation needed] The Hare Krishna followers call their type or style of eating
behaviour as 'Krishnatarian'. According to them "A Krishnatarian meal is one which is cooked
using fresh, vegetarian ingredients (sans onion, garlic, red lentils or mushrooms) and milk
products which is cooked by a Krishna conscious individual who cooks for devotion instead of
for profit, and offered to Krishna before it is distributed or consumed by an individual.

Purpose of Govinda’s Restaurant

1. To deliver nutritious, healthy, fresh food:

Food is the very basic need in our day to day life. It’s like oil for machine. So this food
should be very healthy, fresh, nutritious and tasty. So Govinda’s always try to give fresh
and good for health food stuff. Also they have to be very careful of the preparations of
food. Because before serve the people they serve it as a Naivaddya to the Lord. So as per
the regulations food preparation should pure, hygiene, food which cooked before 4 hours
early cannot allowed for offering, not too much oily, spicy, sweetness, bitter, sour in taste
etc. So for that kind of restrictions they take care the food preparations and food
gradually become Sathvic which kind of food is good for health and mind.

2. To make the taste of Krishna Prasadam and make eventually the development
spiritually:
Both mental well-being and physical health is of upmost importance to us and is based on
the philosophy of "simple living and high thinking". They believe that the sourcing,
preparation and eating of food should be based on principles of compassion, non-violence
and balanced living. Thus, bhakti-yogis advocate a strict vegetarian diet, avoiding any
animal products. In the Bhagavad-Gita, Lord Krishna tells His friend and disciple,
Arjuna, to offer everything to Him and in this way everything he does, thinks, and eats
becomes freed from sinful reactions, or karma. In Sanskrit, this is called "prasadam",
which means mercy. This is sanctified food that has been offered to Krishna with love
and devotion. The lifestyle of a bhakti-yogi is one of intentional actions and choices that
are in favor of becoming conscious of the Supreme. So they ensure that the food should
be taste so that they can get a positive impact on their health and mind.
3. To promote 14hrs food supply facility considering lacking of coming Prasadam hall
on time:
All restaurant tries to serve 14 hours. Because any pilgrims come to the temple and they
expect prasadam either paid or non-paid mood. This is blissful thing for all to take
prasadam. Normally in every temple has fixed time for Prasad. Like breakfast 10 am,
lunch 2pm, night 8.15. after this you don’t get prasadam. But Gobinda’s give you that
freedom that any time you can come and relish your prasadam.

4. To deliver pure vegetarian food:

Three types of food which is mention Bhagavad Gita: food that is good (Sattvic), food
that is passionate (Rajasic), and food that is ignorant (Tamasic). The types of food we eat
have a direct effect on our mind and soul, according to Bhagavad Gita, our choice reflects
our personality. The objective of food is to extend life, purify the mind, and strengthen
the body. The foods that promote longevity, virtue, strength, health, happiness, and joy,
juicy, smooth, substantial, and nutritious. Such foods appeal to people who are in a
pleasant mood. The key to total health is mental wellness. So they provide a pure
vegetarian food.

5. To ensure that high quality of food:

Sattvic cuisine will provide you with a calm mind, good health, long life, and a good
mood all of the time. The supremacy of Sattvic food is due to the fact that it is easy to
digest and keeps your mood and body at ease when consumed. It will not alter your
physical state because the food is smooth and juicy with no extra thing involve. Sattvic
foods, according to sloka, improve life span (ayuh) and willpower (sattva), as well as
physical strength, disease resistance, and happiness. In the form, the meal should be
juiced. In this situation, the sattvic diet should be moderate and greasy (Snigdha). Sattvic
diet has a long-lasting (sthira) effect on the body as a benefit. Sattvika cuisine is good for
the heart (hrdya), stomach, and other internal organs. So quality should be high priority in
that case.
6. Ensure 100 percent customer satisfaction:
In Gobinda’s the customer satisfactions should be first priority. Because those who come
to this restaurant all are considered as the devotee of the lord. And as per scripters, the
position of any devotee is bigger than the lord. Because they are very dear to lord. If you
want to please the lord, you have to please the devotee first. Which is called “Vaisnav
seva”. So this consciousness should be maintaining in this restaurant. So that reason
customer service should be on major point for maintaining.

Facility Layout of Govinda’s Restaurant

Facility layout is an arrangement of different aspects of manufacturing in an appropriate

manner as to achieve desired production results. Facility layout considers available space,
final product, safety of users and facility and convenience of operations. An effective
facility layout ensures that there is a smooth and steady flow of production material,
equipment and manpower at minimum cost. Facility layout looks at physical allocation of
space for economic activity in the plant. Therefore, main objective of the facility layout
planning is to design effective workflow as to make equipment and workers more
productive. Facility layout and design is an important component of a business's overall
operations, both in terms of maximizing the effectiveness of the production process and
meeting the needs of employees. The basic objective of layout is to ensure a smooth flow
of work, material, and information through a system. The basic meaning of facility is the
space in which a business's activities take place. The layout and design of that space
impact greatly how the work is done—the flow of work, materials, and information
through the system. The key to good facility layout and design is the integration of the
needs of people (personnel and customers), materials (raw, finishes, and in process), and
machinery in such a way that they create a single, well-functioning system.
 Facility Layout Objective

A model facility layout should be able to provide an ideal relationship between raw
material, equipment, manpower and final product at minimal cost under safe and
comfortable environment. An efficient and effective facility layout can cover following
objectives:
 To provide optimum space to organize equipment and facilitate movement of
goods and to create safe and comfortable work environment.
 To promote order in production towards a single objective
 To reduce movement of workers, raw material and equipment
 To promote safety of plant as well as its workers
 To facilitate extension or change in the layout to accommodate new product line
or technology upgradation
 To increase production capacity of the organization
 An organization can achieve the above-mentioned objective by ensuring the
following:
 Better training of the workers and supervisors.
 Creating awareness about of health hazard and safety standards
 Optimum utilization of workforce and equipment
 Encouraging empowerment and reducing administrative and other indirect work

Various layout description

Operations Managers have several options before them in terms of facility planning. Depending
on the product and processes, they must decide which layout offers the highest efficiency and
savings in terms of time, labor and other financial and nonfinancial resources. After the site
location decision has been made, the next focus in production planning is the facility’s layout.
The goal is to determine the most efficient and effective design for the particular production
process. A manufacturer might opt for a U-shaped production line, for example, rather than a
long, straight one, to allow products and workers to move more quickly from one area to another.
Service organizations must also consider layout, but they are more concerned with how it affects
customer behavior. It may be more convenient for a hospital to place its freight elevators in the
center of the building, for example, but doing so may block the flow of patients, visitors, and
medical personnel between floors and departments. There are four main types of facility layouts:
process, product, fixed-position, and cellular.

 Product layout:
In the product or assembly line layout people, equipment, or departments are
arranged along an assembly line for production of high-volume goods. Assembly
line means a series of workstations at which already made parts are assembled.
Such layouts are used for products requiring a continuous or repetitive production
process. When the manufacturing firm needs to produce large volumes of a
product on an ongoing basis, it arranges workstations or departments in a line and
the product moves along the assembly line. For example, candy makers have
workstations arranged along assembly lines. Mixing and whipping of ingredients
is carried out at one workstation and then sugar is added at the next. Candy moves
on conveyor belts to reach the next workstation for packaging and then wrapped
for shipment at another workstation. Apart from it, automobile manufacturers also
use assembly lines like in the image below robots are engaged in the assembly of
BMW cars at one of its plants in Germany.

 Cellular layout:
The previous two layouts arrange the workflow by function. However, this is not
always the most efficient and effective method since sometimes inventory may
build up and workers might grow bored of doing repetitive tasks and time may
also be wasted transporting goods from one workstation to another. Some of these
problems are overcome using the cellular layout. In the cellular layout different
functions or departments are not carrying out different tasks. Instead, there are
small teams that handle all aspects of building a product or component. For
example, one team will be working on producing one appliance and another team
will be working on the same appliance and each team will have the workers with
 necessary skills to carry out all aspects of production. In such a scenario, each
team works as a self-contained unit. Sometimes machines and equipment are
configured in a U shape and people work inside the U. To gain the highest work
efficiency, the companies having adopted a cellular layout train worker to perform
several different tasks and they are parts of the teams that are responsible for
monitoring their own quality and quantity. Some of the key advantages of using a
cellular layout is improved completion time, reduced inventory levels, superior
quality and higher employee morale. Large companies in the aerospace industry
like Boeing and Raytheon usually adopt a cellular layout. Apart from it, small
companies making components for robots also use a cellular layout.
 Fixed position layout of Govinda’s Restaurant:
While it is easier to move around toys and candies what about the products that
cannot be moved about easily or on conveyor belts? For example, what about
planes and ships? Such production firms adopt a fixed position layout where the
product remains in one place and the worker and equipment are moved around as
needed. Not just the manufacturers of ships and airplanes, but the construction
firms also use a fixed position layout. In several cases, when the project site has
limited space, the product will have to assembled at different sites and then
transported to the project site and assembled. This type of layout is commonly
used in various service industries including pest control and house cleaning
services.

 Process Layout of Govinda’s Restaurant:

The process layout arranges workflow around the production process. All workers
performing similar tasks are grouped together. Products pass from one
workstation to another (but not necessarily to every workstation). For example, all
grinding would be done in one area, all assembling in another, and all inspection
in yet another. The process layout is best for firms that produce small numbers of
a wide variety of products, typically using general-purpose machines that can be
changed rapidly to new operations for different product designs. For example, a
manufacturer of custom machinery would use a process layout. Products that
 require a continuous or repetitive production process use the product (or
assembly-line) layout. When large quantities of a product must be processed on
an ongoing basis, the workstations or departments are arranged in a line with
products moving along the line. Automobile and appliance manufacturers, as well
as food-processing plants, usually use a product layout. Service companies may
also use a product layout for routine processing operations.

 Combination layout of Govinda’s Restaurant:

A combination of process and product layouts combines the advantages of both
types of layouts. This layout is possible where an item is being made in different
types and sizes. Here machinery is arranged in a process layout but the process
grouping is then arranged in a sequence to manufacture various types and sizes of
products. It is to be noted that the sequence of operations remains same with the
variety of products and sizes.

While the process layout groups workers or departments performing similar tasks together, the
product or assembly line layout moves high volume goods in an assembly line fashion. The
cellular layout offers some distinct advantages including superior quality, improved worker
morale, faster completion times and lower inventory levels. For the firms manufacturing large
products that cannot be moved about easily, the fixed-position layout works. Planning the facility
layout is a critical step for operations manager when carrying out the production planning
process. Selecting the right layout will help maximize performance and quality and achieve
improved output.
 Service layout of Govinda’s Resturant

In Gobinda’s restaurant they are serving 300 to 400 people in every single day form 9am to 9pm
at Swamibagh ISKCON temple. In weekend (Friday) they serve almost 1000+ visitors who come
to take darsan in temple. This 70*30 feet long restaurant area have 9 service table with four chair
each. One kitchen, one service center, one cash counter, small sweet area with various sweets, 10
water points for hand wash and dish wash area. There is self-service and advance payment
culture. Any customer after enter the restaurant first they have cash counter in front of them and
have a big menu chart of food items which they can order. They select the items from chart and
casher note that items and calculate the total bill. After the bill payment they provide the selected
items slip and suggested to go service point. In service point they have two options, 1. Packed
system and 2. Sitting system. If you need pack your order you can approach them easily they
packed your order in poly bags or one time use pots as per the quantity. For sitting service, they
check the list and serve in steel plates and small bowls one kind of thali system. If anyone to
refile anything they need to contact in cash counter again then get the specific items. After taking
food they can go for wash their hands. Because majority people take food by hand there is no
system to eat food by spoon or fork. After the customer leave 2 people have there to collect all
remaining stuffs and place them in washing part and other clean the table for next service. So as
per the details we can say this service layout is product layout. Because a series of workstations
at which already made parts are assembled. Such layouts are used for products requiring a
continuous or repetitive production process. So all work stations are already made and every
work stations like cash point, service point, wash point all stations worked in assembled mood.
Though we can say its U shape layout but there is some gap over there. And for the placement of
the workstations there some clash happens in every single day.
 Table 1:Service layout of Govinda’s Resturant

Design analysis

As per the route plans, there are 2 part of service layout. One in outside of service point and
another is inside of service point. Both are described in below;

 Outside of service point:

In this whole area have 5 workstations available.
1. Cash counter
2. Food service center
3. Sweet center
4. Hand wash area
5. Dish wash area

There are some routes where the service process run

 Food to tables: This route is totally tree style layout. there are 10 tables, and 9
tables have 4 chairs each and 1 table have 6 chairs for big family. So at a time 42
 people can seat and take their meal.so when there is rush in weekend or festival
time other should wait for their turn. But there is no waiting room so they are
standing beside the tables or corners. That’s why the mid time 1 to 3.30pm there
some clash happens every time. And no worker here to control this crowed or
manage them in a right way so that other customer not get panic situations in
eating time.

 Cash to food counter or sweet counter: In this two-way route, a customer needs
regular items after the payment they can go straight long line where food counter
is ready to serve and second way is if customer need only sweet items, then they
have to go in wide line area and then get the orders.

 Table to wash point: There are also 2-way routes first for customer and second
for service man who collect the used plates. 3 rows of tables and 10 people getting
chance to wash their hands at a same time. And beside their plate washing point
also. After all plates come for washing and one or two people, they are continuing
wash the plates and send all washed plates to the service point by using same
route to entrees to service point. So, this for customer to exit route is shorter wide
line and for service man it’s a long line way.

Inside of service point:

Inside the service point there are 3 peoples who serve the food to the customer as per the
customer requirement. Daily they offer 15 to 20 items and from that chat only 6 items like rice,
dal, mix veg, paneer sabji, chatni and sweet rice is fixed for daily base. Other items are change
every day in cycle system. So 7 items of carrying steel pots over there in front side and back side
they put other items pots. From this 3 person each one come take one-person list and start
arrange the plates and small bowl of sabjis and fill them 2nd check all the items which are listed
in slip and then provide the customized thali. So there is no specific task selected for anyone.
That’s why one person who serve to setting customers they also have to serve the packing
sections also.
 Table 2:Inside of service point

Problem of Govinda’s Resturant

Govinda’s Restaurant is a popular restaurant in Dhaka. Which situated in 79 Swamibag Road,

Swamibag, Dhaka 1100.Govinda’s Restaurant sells a variety of vegetarian dishes, all flavored
with a sprinkling of sweet consciousness. Govinda’s Restaurant has a product and service layout.
They are providing different type of product such as different types of rice, different types of
sabjis and dals, Capati/Parata, Desserts etc. They try to deliver nutritious, healthy, fresh food.
And also ensure that high quality of food. But their service layout is not good enough. They were
making some mistake in their service layout to provide their service to customer. Here we find
out some mistake such as

 Time Management in service area: There are 2 types of people come to the restaurant
where people eating inside and others people who buying food as a parcel. But problem
is both of people are making a single line to order their food. They did not maintain
separate line between inside and parcel base customer. In that moment worker can not
maintain time to delivery their food to every customer.
 Location: Govinda’s Restaurant is in Swamibagh ISKCON temple. Everyday thousand
plus people visit this temple and eating some food with low price from respected
prasadam hall outside the Swamibagh ISKCON temple. And the position of this
 restaurant beside the prasadam hall. In that case this restaurant losing their customer
every day.
 Customer management: In this service area of restaurant where only their worker serves
the customer. All of workers taking the order from the customer and serve the inside and
parcel base customer at a time. And also, manages the packaging items for the customer.
They did not separate their daily task. They are completing every task together. Those
tasks are controlling critical for them .in that moments they deliver food delayed to their
customer. for those reason customer did not satisfy about their service.
 Payment area problem: in this restaurant when customer need to order food then they
have to pay first to their different place. After paying the money they will go service area
that is very lengthy process. Their cash counter and service area are established in
different place.
 Customer incoming and outgoing route area: Govinda’s Restaurant is a popular
restaurant. They serve daily 300 plus people. there are 3 lane table plans in this restaurant
and also there has 2 routes where people easily move from table to order section and
move from order section to cash payment section. first of all, when customer make a line
for ordering their food then the line is going bigger in that moment nearest table customer
they did not move easily and they feel uncomfortable to eating food in front of others
people. And another problem is when customer try to reorder their food then they need to
go cash counter firstly after they will go service area .in that moment they use route 1
where others customers already create a line for ordering foods.in that time all of
customer are facing route clash or jam.
 Table 3:Finding route clash area

 Restaurant inside section: In this restaurant there are different foods and washing
section in different place. For example, in there washing section they will wash plate and
glass after that they bring it and send from service area that is waste their time. it looks
like worst. And also, they serve their food from their service area. But there is another
section which is sweet section. If customer need this, they have to pay bill from cash
counter then using route 1 and 2 then go to this section and take the food. That means
customer will move around the whole restaurant.

Recommendation ordering line

In This report we already discuss the Govinda’s Restaurant product and service layout. In this
layout they are making many mistakes. now we discuss about the solution as a recommendation
of their product and service layout to improving their customer service and make them be happy.

 Location: First of all, they need change their location and find out an area which is better
for them because their recent location is near in prosadam hall where people get food
with cheap rate in that case, they are losing their customer that’s why they need to change
their restaurant location.
 Increasing manpower and define task: In their service area where work only there
people. those people take the order serve the food everything they will done together in
that case they can make a mistake. They can serve the order wrongly like one customer
order they will provide to another customer. So those people need to divide their task all
day. So that they provide their service smoothly

Table 4:task define

 Restaurant inside section: In this restaurant where there are many sections to serve the
food such as service area, sweet area, washing area, cooking area. Everything established
in different place. That is annoying for customer. They need to maintain all service area
from side so that customer feels free to walk and give the order easily.
 Creating different section to ordering food: in this restaurant customer using common
route 1 and route 2 for making a line to ordering their food. In that moment inside
customer, they will uncomfortable to eating food in front of others people. Also creating
there walking clash.so they need to maintain different area where people easily making
line and order their food and also hopefully their inside sitting customer, they cannot feel
any problem form others customer.
Table 5:Redesign of service layout
 Conclusion

Govinda’s restaurant is a very renowned Vegetarian Multi Cuisine restaurant in Bangladesh.

They serve wide variety of dishes and some of their dishes are absolutely the best we will find in
the city. They also serve their food by online. The food is excellent, very clean and good service.
It has not been expensive at all. This restaurant is in ISKCON Temple partnership property. Very
clean decent place to have all kind of vegetarian food (even Pizza) without onion garlic. Right
from North Indian like Chhola Bhatura till Dosa and Pizza everything is available here. Though
service timing can be certainly better. Food quality and presentation is very good. Place is small
but good enough for family gathering. But there are some problems about their layout. In this
report here we discuss about their product and service layout where they were makes some
mistakes in their restaurant. And also, here we providing some recommendations to improve
their service and customer will more satisfy. And also, here we provide redesign of their layout
which is looks like T shape. If they change their service layout hopefully, they will gain more
customer with more profit and getting customer satisfy.
  References
(n.d.). GOVINDA’S SERVES UP VEGETABLES, KRISHNA PHILOSOPHY.

https://en.wikipedia.org/wiki/A._C._Bhaktivedanta_Swami_Prabhupada. (n.d.). A. C. Bhaktivedanta

Swami Prabhupada.

https://iskconchowpatty.com/govindas/. (n.d.). iskconchowpatty.

https://www.deseret.com/1990/5/26/18863540/govinda-s-serves-up-vegetables-krishna-philosophy.
(n.d.). GOVINDA’S SERVES UP VEGETABLES, KRISHNA PHILOSOPHY.

https://www.justdial.com/Delhi/Govindas-Restaurant-Near-Mrv-School-Iskcon-Temple-Dwarka-Sector-
13/011PXX11-XX11-190409210722-H2J8_BZDET. (n.d.). Govinda's Restaurant.

https://www.tripadvisor.com/Restaurant_Review-g304554-d5997649-Reviews-Govinda_s-
Mumbai_Maharashtra.html. (n.d.). Tripadvisor.