Butter Chicken Factory PDF

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Assignment 1(B) Managing Service Quality (706001)

Butter Chicken Factory - (56 Parliament St, Toronto, ON M4K 1P6)

Submitted To:

Submitted By:

Kristin Straney

Gagandeep S. Dua 300 988 571 1

Table of Content

INTRODUCTION

3

MY EXPECTATIONS

3

MY ORDER

4

KEY DRIVERS

4

SERVICE PRODUCT

5

SERVICE SETTING

6

SERVICE DELIVERY SYSTEM

7

MOMENT OF TRUTH

7

QUALITY, VALUE, COST

8

AREAS OF IMPROVEMENT

8

BILL RECIEPT

9

2

Introduction The restaurant has incorporated to all the Indian specialties. The rich ambiance, A dining hall with classy wooden carved tables is done in traditional style that complements to the classic ancient Indian decorations. The menu is very well designed. This is cosy and compact Restaurant which gives a classic punch in its butter chicken recipe. As it is the most beloved food by the Indians, this place provides it in different style taste and preferences. This place also gives over 50 different dishes to choose from so that the guests can have the time of their lives and enjoy every bite of the food.

My Expectations I have high expectations from this restaurant as I am planning to open a business in the same field and cuisine. I went through the official website of the place and the images just blew my mind and they remind me of the food I used to eat in my home town. I hope ‘’Butter Chicken Factory’’ stands up on my expectations.

My Order As the name of the restaurant is only Butter Chicken Factory, this dish automatically has to be there in the 3

order. But as we were 2 people and I went to eat after my school I was a bit hungry so we decided on having 2 chicken main courses with roti.

1 Butter Chicken (Spicy) 1 Chicken Tikka Masala (Medium) 10 Tandoori Roti

Key Drivers Theme Something which takes any guest to have another mindset before even trying the food is very innovative. This makes me want to know more about the Indian theme they have used for the décor and their concepts. *Good food is the best thing that can happen to a foodie. But when the food comes with a unique ambience, it is worth the experience.

4

Affordability Any day the factor of price matters as it has to be worth the experience. This restaurant having a luxury touch but with medium prices of each item makes it a boon. Quick service It is a fast- growing world today, not anyone likes to wait and lower the excitement of trying some new food or the occasion they come for or even just to relish a lunch or dinner break. This restaurant has reviews of having quick service with fast and fresh food being served which influences me to experience it

Service Product I was pretty excited and looking forward to dine-in at this restaurant as it is the place where I wanted to go since the day I landed in the Country. From my first step into the restaurant till I left the place I was given utmost attention by the staff which these days is not much seen in the industry. From the very first minute till my last in the restaurant, I saw the server with same level of enthusiasm and passion for his customers. The manager was constantly engaging with the customers asking about the views on the food and beverages served to them.

5

Butter Chicken Factory gives a wide variety of over 50 different dishes to choose from to its customers. Other than Starters, Curries and Kababs they also specialise in Sea Foods, Mocktails & Cocktails.

It is a family restaurant, they were very strict about their policies and rules. If someone wanted to have a drink before or during their meal, they had to go to the bar which was situated in one of the corners of the restaurant. When asked about the reason behind this policy of their own, the server replied that people are there as they want to spend some quality time with their families/kids not while holding a glass of beer in front of their family.

Service Setting This refers to the appearance of the restaurant i.e. the Décor, Ambiance, Theme, Table Layout etc.

As the name suggests, the restaurant had a typical Indian theme with classy wooden carved tables and leather chairs with dim light to create a perfect atmosphere.

A dining hall with pictures and wall papers resembling to the Indian tradition and culture. In the background was some light music. The restaurant was cosy as it was not that big in size.

6

Service Delivery System SDS refers to a set of policies and guidelines which are to be followed by the service provider in order to offer consistent experience to his guest’s SDS is a key component in the restaurant as the customer sees the front end only, it was consistent. The service delivery at the front end matched with the backend activity. We could make out the smoothness & consistency in all the operations starting from our sitting to leaving the restaurant.

Moments of Truth 

As I went to the restaurant for a lunch after my college, I was a bit late and it was almost closing time and the server was reluctant to let us dine in and advised us to order take away. At that moment, we were just leaving the restaurant premises and the manager came and he allowed us to dine in while prioritizing the customers over the closing time.



Since the whole food ordering process got rushed due to us being late, we ended up ordering without actually going through the menu. The server told us that the dish was not on the menu but the manager who was also present there, requested the chef to cook the dish for us. It left us bamboozled as it was the first time, I had experienced something like this.



As there were few customers in the restaurant, we had manager’s full attention and he had conversations regarding a lot with us. We had his full attention. He also asked us about our suggestions for the area’s which can be improved.

7

Quality, Value, Cost Overall the quality of food was really fabulous. Though, the cost was slightly more than the value of the food but it is bearable if you are a foodie. The Butter chicken had a thick gravy with a taste of tangy tomatoes and spices where-as the Chicken Tikka Masala was mostly dry with bell peppers on the side. Tandoori roti was soft with a blend of butter on top. Over all I would rate my experience as follows:

FOOD SERVICE THEME/DECOR PRICE

$$$

Areas of improvement 

Limited choice of drinks makes it difficult to match the drink with food.



Portions: 1 dish serves a maximum of 2 people which should be improved according to me as if you expect your customer to pay high cost for the food in return you should also give them the value back. 8



Should have a private dine-in area for private parties/occasions

Bill Reciept

9...