Business Case Studies, Operations Management Case Study, Gourmet’s Fantasy, Customer-Oriented Approach

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Operations Management Case Study

Case Title:

Gourmet’s Fantasy: Implementing Customer-Oriented Approach

Publication Month and Year : December 2009

Authors: RagaSravanthi Vemulavada, Dr. V. Srinivas

Industry: General Business

Region: India

Case Code: OM0012

Teaching Note:  Available

Structured Assignment: Not Available


Restaurants are the places, which serve food and drinks to its customers. The two important factors, which allure the customers to a restaurant, are the quality of food and service. Most of the restaurants targeting classy section of the society concentrate more on the ambience rather than their service, which results in attracting customers for the first time but not the second time. To become a better service provider, a restaurant must provide better service by training its staff as per their requirement. Service is a very important factor for the success of a restaurant, as poor service will ruin the entire dining experience no matter how beautiful the surroundings are and how delicious the food is. The case study focuses on Gourmet’s Fantasy, a food chain spread across India, specialised in serving low calorie and low-carb foods. Even though the restaurant became a huge hit initially, it has been losing most of its customers due to the waiting time and poor home-delivery services. The case study analyses if the customer-oriented approach adopted by Gourmet’s Fantasy can bring back its past glory?

Pedagogical Objectives:

  • To analyse the process selection for services industry
  • To analyse the product design for the services industry.

Keywords : Process Selection, Product Design, Process Selection in Operation Management, Process Selection and facility Layout, Services industry, Customer Satisfaction, Service Design Course Case Mapping


  • Introduction
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