Case Study: The Annapoorna Dabbawalla company Ltd. (ADC)T.R.VISHAL (2T3-37)

B.CHANDRA SHEKAR REDDY (2T3-06)

M. SHABERISH

1. Identify some of the important changes (shifts) taking place in the target segments of ADC.

•In 1960’s banks timings changed.

•In 1980’s textile mills were closed down on a large scale.

•In 1990’s fast food chains and roadside ‘quick-bite’ restaurants emerged.

•Rising trend of women going to work.

•Offices and workplaces tend to have good quality canteens and food courts.

2. Compare and contrast the services of Annapurna Dabbawalla with those of fast food chains and roadside 'quick-bite' restaurants in and around office localities Classification Type Annapurna Fast Food, ‘quick-bite’

Degree of Tangibility of the Service Less, its only a service, delivery of tiffin box.

More, as food in a restaurant is a tangible thing.

The service is directed at the customer or his possessions

To his possession, as the food cooked at customers home is sent to office.

To the customer, as food is served by the provider.

The time and place of service Delivery More convenient as tiffin box arrives at office and reaches home.

Less convenient as he/she has to visit the hotel or fast food center.

Level of customization vs standardization

More Standardization, less customization.

More customization and Less standardization.

Formal or Informal relationship with customers

More formal relationship as food is collected from home and sent to office.

Less formal relationship as no data of the customer is maintained.

Extent to which demand and supply fluctuate

No much impact Fluctuations between demand and supply

Interaction with people or inanimate objects/environment

Less interaction with environment, as food is delivered to the office of the customer without any involvement of him/her in between.

More interaction, as the customer has to go to the premises of the provider.

3. Compare and contrast the following services, using the classification system given in pages 8 and 9 of the textbook.

The degree of tangibility of Service

Tangible

Intangible

HotelsBeauty saloons

Hospital Services Advertising

Airlines

Legal services

Banking services

Investment advisory services.

Airlines

Hotels

Whether the service is directed at the customer or his possessions

Participation

Possession

Hotels

Beauty saloons

Hospital Services

AdvertisingAirlines

Legal services

Banking services

Investment advisory services.

Banking services

Investment advisory services.

The time and place of service Delivery

Providers Location

Customers Location

Hotels

Beauty saloons

Hospital Services

Advertising

Airlines Legal services

Banking services

Investment advisory services.

Legal services

Banking services

Level of Customization Vs Standardization

Customization

Standardization

Hotels

Beauty saloons

Hospital Services

Advertising

Airlines

Legal services

Banking services

Investment advisory services. Hospital Services

Relationship with customers

Formal Relationship

Hotels

Beauty saloonsHospital

Services

Advertising

Airlines

Legal services

Banking services

Investment advisory services.

Informal Relationship

Extent to which demand and supply Fluctuate

Steady Demand

Fluctuating Demand

Hotels

Beauty saloons

Hospital Services

Advertising

Airlines

Legal services

Banking services

Investment advisory services.

Interaction with people or Inanimate Objects/Environment

Consumer contact required

Hotels

Beauty saloons

Hospital Services

Advertising

Airlines

Legal services

Banking services

Investment advisory services.

Consumer contact not required

Thank You!!!!!