CALICUT

S E RV I C E B L U E P R I N T
INTRODUCTION

Barbeque Nation is a restaurant chain started by Sayaji Hotels in the year 2006
Value Proposition- All you can eat do it yourself grill
First outlet in Mumbai, Jan 2006 and most recent outlet in Calicut, July 2017
FY2016 Revenues- Rs.496.65 Crores
Barbeque Nation Calicut- 18 tables, 75-80 guests
FIRM STRATEGY
Uniqueness perceived by the customer and Industry makes it Differentiated
Continuous and Consistent serving of starters
Focus- Speciality restaurant (Grilled/Barbeque)
Unlimited Food at pre-fixed prices
No extra charge for special occasions
 SERVICE BLUEPRINT- BARBEQUE NATION
Physical Barbeque Nation Reception Starter
Ambiance Appearance of
Evidence Sign Service staff Buffet
Decor employee
Parking Plot Waiting room Drinks

Online or Checking Tell the waiter Self Serve the Payment and
Customer Arrival at
Phone with the about the food main course and Ask For Fill the
Action the
Reservation Maitred and type(Veg or Non- desert from the the bill feedback
Restaurant
of the table. Take seat Veg) and drinks buffet. form
Line of interaction
Visible Inform the Take order for the Serve & Collect
contact customer about food type(Veg or Replenish Replenish Clean the payment and
Employee the availability of Non-Veg) and starter and the buffet counter table return the
Action seats drinks drinks receipt
Line of visibility
Invisible Confirm
contact Kitchen receives Grill starter and
arrival by Wash Dishes Process Bill
Employee order make drinks
calling
Action
Line of internal interaction
Support Reservation Preparation of Prepare Food Clean up Payment Feedback
process System starters (Re-heating) system System system
FAIL POINTS IN THE SERVICE
Wait times : In the case of arrival without prior reservation, wait times can go from 30 minutes
to 1 hour.
Comfortable Furniture
Magazines/Television
Interactive Games
Encourage prior booking
Post Customer Waste: Customer overestimating their appetite and ordering extra starters
Subliminal Messaging for not wasting food
Seasonal/Festive Rush: Shortage of Servers during Festive Season
Hire additional servers
Overtime
THANK YOU