Service Marketing Blueprint of Indian Coffee House-

Indian Coffee House (Overview)

ICH is strong chain of cafe that runs by Worker Co operative Societies. It has a strong
presence of over 400 cafes all around India. Also, it is one of the oldest chains running
post independence India. The one which our group has visited is situated in Mohan
Singh Palace, Connaught Place. The cafe is airy and well ventilated as it is situated on
the terrace of complex.

Blue-Print

This is the actual layout of blueprint of the Indian Coffee house situated in Connaught
Place.
Description -

As per above Blueprint, ICH is lacking in several parts of Diagrams. To start with Physical
Evidence ICH provided menu/bill only on asking. Even napkins were requested for
usage.Moreover there wasn’t any Bill Folder also.The hygiene wasn’t proper as the glasses in
which they serve water were already filled and are left uncovered. Even the Washrooms were
dingy and smelly. Food tasted good and the pricing is quite cost effective. The cafe is easy to
reach and has a scenic terrace which adds on as a one more reasons for customers to visit.

Customer Actions

We ordered the famous delicacies of the cafe and found the taste really good at that price.
Although the order took quite some time to be served. The cutlery and plates were clean. The
payment also was flexible but it seems the cafe wasn’t updated as they denied to accept PayTM
and other mobile wallets.

Employee Actions

There were sufficient waiters and they all were wearing a typical indian same outfit. The service
was quick although waiting time for the food was there as we visited the cafe in the wee hours.
Tissues were given on the request. Also the customisations which we requested in our food
were carefully taken care of.