Case Study

1. If you had to launch a new kitchen with our 2 brands. How much space and money
would you need to launch? Please share what you think would be the spends on civil
work, capex, and opex upon launch.

To estimate the space and capital required to launch a new kitchen with the two brands of
Nino Foods, one should consider the following requirements and associated expenses:

Space Requirements:

• Cloud kitchens area usually ranges from 500 to 2,000 square feet per kitchen; however, it
depends on various factors.
• Based on the scale of operations, menu offerings, and brand requirements one can estimate
the space required.
• One should also consider the current rental prices while deciding the area required.
• Given that the new kitchen will include two brands, I would need at least 1000 square feet
area with a monthly rent of 80000 rupees, assuming that the new kitchen is in Delhi.

Civil Work:

• Civil work expenses can include construction or renovation costs, plumbing, electrical work,
ventilation systems, exhaust systems, fire safety equipment, and other infrastructure
requirements.
• Civil work expenses can vary greatly depending on the condition of the existing space,
customization needs, and local regulations.
• It's recommended to consult with architects or professionals experienced in kitchen design to
assess the civil work requirements and obtain accurate cost estimates.
• Most important is to set aside the budget for civil work in the beginning. If one can get a
kitchen at a lower monthly rental price at the expense of doing some renovations within the
set budget then it would be a best deal.
• Again, assuming Delhi NCR as the location, I would set aside 2,00,000 for civil work.

Capital Expenditure (Capex):

• Capex includes one-time expenses for equipment, kitchen appliances, furniture, fixtures,
branding, signage, POS systems, software, and other necessary items to set up and launch the
cloud kitchen.
• The specific requirements and costs will depend on the menu, brand standards, and
operational needs.
• Equipment costs can range from a few thousand dollars to tens of thousands of dollars per
kitchen, depending on the size and complexity of the operation.
• A rough estimate for setting up a kitchen with adequate equipment can range from ₹10,00,000
to ₹30,00,000 or more. I would set aside 20,00,000 for Capex.

Operating Expenses (Opex):

Opex covers ongoing expenses related to the day-to-day operations of the kitchen.

• This includes staff salaries, utility bills (electricity, water, gas), raw materials, packaging
materials, cleaning supplies, marketing expenses, maintenance costs, insurance, licensing
fees, and other operational costs.
 • Opex will vary based on the size of the kitchen, menu complexity, staffing levels, location, and
other factors.
• On an average the monthly operational cost would be about 5,00,000.

Therefore, I would require about 30,00,000 to set up the new kitchen in Delhi NCR region for 2 brands.

*Rather than spending too much amount in Infra and Equipment’s now days there are companies
who offer space on Sales % shared basic with all inbuilt infrastructure that will save a huge amount
of money and also equipment can taken on Lease model.

2. How will you plan and reduce labor cost in slow months?
To control the labor costs in slow months, I would follow the following strategies:

• Forecasting and Scheduling: Utilize historical data, sales projections, and trends analysis to
forecast demand accurately for slow months. Adjusting the staff levels accordingly to match
the anticipated workload. Optimize scheduling by reducing the number of shifts or working
hours during slower periods while ensuring adequate coverage to maintain operations.

• Cross-Training and Multitasking: Encourage cross-training among the team members. Train
them in multiple roles and tasks, allowing for flexibility in job assignments. This enables us to
work with limited staff during slow periods since employees can handle multiple
responsibilities efficiently.

• Flexible Work Arrangements: Explore options for flexible work arrangements, such as part-
time or seasonal contracts, temporary employees, or subcontracting services as per demand.
This will allow us to adjust the labor force based on demand fluctuations while minimizing
fixed labor costs.

3. What kind of training process would you set up for the kitchen team across roles?
What would be the format and frequency?
When setting up a training process for the kitchen team across roles, it is important to ensure that
each team member receives the necessary knowledge and skills to perform their duties effectively.
Therefore, the employees should go through an Orientation program at the time of onboarding to
make them familiar with the kitchen layout, workflow, standard operating procedures (SOPs) and
company policies. Moreover, they should also be told about the tools, equipment, and safety measures
in the kitchen. Next, the new employee should go through a role-specific training to learn more about
the skills, techniques, and responsibilities they must perform according to their role.

These are the two training programs that should be conducted every time there is a new person hired.
However, the training modules and the content should be updated on yearly basis to reflect any
changes or improvements.

Apart from these fixed one-time trainings, I would implement cross-training programs where a set of
best performing employees are chosen every year and are trained for different roles in the kitchen.
Cross-training allows team members to understand the kitchen's overall operations, enhances their
problem-solving abilities, and prepares them for handling various responsibilities.
 4. How will you hire dispatchers or assistant managers and what questions will you ask
them to gauge ability? What is your interview process.
Firstly, I will shortlist those applicants for interview whose qualifications and experience are well
resonated with the roles and responsibilities of the position. Then, if there is need to further shorten
the applicants list, I will conduct a brief telephonic or video interview to evaluate candidates’
communication skills, professionalism, and interest in the role. I will also try to know more about their
previous experience in dispatching or assistant management roles, their knowledge of cloud kitchen
operations, and their familiarity with the delivery logistics. Lastly, when I’m down to less than 5
candidates I will call them for an In-person interview to show them around the actual working place
and to assess them further if required.

Some of the questions for Dispatchers would be as follows:

• Can you describe your experience in dispatching or coordinating delivery operations?

• How do you prioritize tasks and manage multiple orders for timely delivery?
• How do you handle and resolve delivery-related issues, such as delays or order
discrepancies?
• How familiar are you with using delivery management software or tracking systems?

Some of the questions for Assistant Managers would be as follows:

• What is your experience in a supervisory or assistant management role in the food industry?
• How do you ensure smooth operations and coordination within a team of kitchen staff?
• How do you handle staffing and scheduling to ensure adequate coverage and productivity?
• How do you monitor and maintain food quality and safety standards in a fast-paced
environment?
• Can you share an example of a situation where you had to resolve a conflict among team
members? How did you handle it?

5. What are the most common challenges you think you will face in your role as Ops
manager? And what will you do to prepare well for them
• Staff Management: Managing a diverse team with different personalities, skill levels, and
work ethics can be a challenge. To prepare, develop strong leadership and communication
skills.
• Quality Control: Consistently delivering high-quality products and services can be
challenging, especially during periods of high demand or when expanding to new
locations. To prepare, establish clear quality standards and standard operating procedures
(SOPs).
• Budget and Cost Management: Balancing financial goals while maintaining operational
standards can be challenging. To prepare, develop strong financial acumen. Establish a
budget and monitor expenses closely. Identify areas for cost optimization, negotiate
favourable vendor contracts, and implement cost-saving initiatives without compromising
on quality or service.
 6. What process will you set to ensure best in class customer experience and complaint
handling?
To ensure a best-in-class customer experience and effective complaint handling:

• Establish clear customer service standards and communicate them to all employees.
• Provide comprehensive training on customer service skills, complaint handling, and conflict
resolution.
• Set up multiple communication channels for customers to reach out and provide feedback.
• Respond to customer inquiries and complaints in a timely manner.
• Encourage active listening, empathy, and effective communication when addressing
customer issues.

7. What do you think are the most important things to focus on to increase sales for
new location?
When focusing on increasing sales for new locations, there are several key areas to prioritize. Here
are some of the most important things to consider:

• Market Research and Target Audience: Conduct thorough market research to understand the
local demographics, consumer preferences, and competition in the new location. It is crucial
to identify the target audience and tailor the marketing and sales strategies to effectively reach
and engage with them.
• Marketing and Promotion: Develop a comprehensive marketing and promotion plan to create
awareness and generate interest in the new location. Utilize a mix of online and offline
marketing channels such as social media advertising, search engine marketing, local
partnerships, targeted campaigns, and promotions to drive traffic and attract new customers.
• Branding and Differentiation: Clearly communicate the brand's unique value proposition and
differentiate us from competitors in the market. Highlight key features, such as quality, taste,
affordability, or convenience, that resonate with our target audience. Create a strong brand
identity through consistent messaging, visual elements, and memorable customer
experiences.
• Local Partnerships and Collaborations: Forge strategic partnerships with local businesses,
influencers, community organizations, or delivery aggregators to expand our reach and tap
into their existing customer base. Collaborations can include joint promotions, co-branded
events, or cross-marketing initiatives that benefit both parties.

8. Rank the following in order of importance with respect to your role and explain your
thought process: Speed of execution, Budget Planning, Keeping team happy, Food
Quality, Cost control, Ensuring Processes are followed, Meetings with Leadership,
Meetings with Kitchen teams, Employee Feedback, Customer Feedback
 i. Food Quality: Food quality is of utmost importance in a cloud kitchen. It directly impacts
customer satisfaction, repeat business, and brand reputation. Ensuring that the food
consistently meets high-quality standards should be a top-most priority.
ii. Speed of Execution: Cloud kitchens typically operate with a focus on fast and efficient service.
Speed of execution is crucial in meeting customer expectations for timely delivery.
Emphasizing efficient processes, effective communication, and optimization of workflows
helps ensure prompt order preparation and delivery.
iii. Cost Control: Maintaining cost is essential for profitability and sustainability in any business.
Monitoring and managing expenses, including ingredient costs, labour costs, and overheads is
crucial. Striving for cost efficiency without compromising on food quality or customer
satisfaction is key.
iv. Ensuring Processes are Followed: Establishing and enforcing standardized processes is vital
for consistency, efficiency, and quality control. Implementing and monitoring adherence to
standard operating procedures (SOPs) helps in maintaining operational excellence and
mitigating risks.
v. Budget Planning: Effective budget planning is essential to maintain financial stability and make
informed decisions. This involves forecasting, allocating resources, and setting financial targets
to ensure optimal use of funds and support business growth.
vi. Customer Feedback: Gathering and analyzing customer feedback is crucial for understanding
customer preferences, identifying areas for improvement, and enhancing the overall customer
experience. It plays a significant role in driving customer satisfaction, loyalty, and business
growth.
vii. Employee Feedback: Listening to and addressing employee feedback fosters a positive work
environment and can lead to improved morale, engagement, and productivity. Creating
channels for open communication and acting on employee suggestions helps keep the team
motivated and committed.
viii. Keeping Team Happy: A happy and engaged team is more likely to deliver exceptional service
and work cohesively. Prioritizing employee well-being, providing training and development
opportunities, recognizing achievements, and fostering a positive work culture contribute to a
motivated and satisfied team.
ix. Meetings with Kitchen Teams: Weekly meetings with the kitchen teams provide an
opportunity to address concerns, communicate updates, and reinforce goals. These meetings
promote alignment, collaboration, and effective coordination among team members.
x. Meetings with Leadership: While meetings with leadership are important for strategic
decision-making and alignment of goals, their immediate impact on day-to-day operations in
a cloud kitchen may be relatively lower compared to other factors mentioned above.

9. What past achievement are you most proud of?

I have recently completed Product Management from ISB Hyderabad. By investing time and efforts in
this course, I have gained valuable insights into various aspects of product management, including
market research, product strategy, development, and launch. This has equipped me with the necessary
tools and knowledge to excel in my career because as a Senior Operations Manager my role is to be
prepared for the challenges associated with each stage of the product (food in this case).
 10. How would your work colleagues describe you? How would your most recent boss
describe you?
My colleagues often describe me as knowledgeable, collaborative, reliable, and supportive teammate.

Boss's Perspective: One of my previous managers mentioned this:

Akshay is a dedicated professional who demonstrate leadership potential. He has a clear focus on
delivering measurable results and understands the importance of prioritizing tasks and projects that
contributes to the overall success of the team or organization. With his attention to detail, he ensures
accuracy and maintain high-quality work standards. Overall, he is a very optimistic, hard-working, and
simple man.

11. Why do you want to join Nino Foods?

I am interested in joining Nino Foods because it offers tremendous growth potential. The company has
achieved remarkable success, expanding from 800 monthly orders to over 25,000 in just two years.
Joining a rapidly growing company like Nino Foods would provide me with opportunities for career
advancement and professional development.

Additionally, I am drawn to the entrepreneurial environment that Nino Foods offers. Being part of a
startup or fast-growing company allows individuals to contribute their ideas, make a significant impact,
and actively shape the company's future. This kind of atmosphere appeals to me, as I enjoy taking on
new challenges and being involved in the growth and success of a company.

Nino Foods' emphasis on customer love and brand building aligns with my values. Building food brands
that prioritize customer satisfaction and loyalty is important to me. I believe in creating meaningful
connections with customers and contributing to the success of beloved brands.

Overall, I am excited about the growth potential, entrepreneurial environment, premium market focus,
experienced founding team, and the emphasis on customer love and brand building at Nino Foods.
Joining this company would be an opportunity for me to contribute, learn, and grow professionally
while being part of a successful and innovative organization.