政大個案中心
學門類別
毅偉
最新個案

Bikanervala: A Never-ending Quest to Delight Customers

內容大綱
Bikanervala — a manufacturer of Indian snacks and sweets and restaurant chain — had a goal to put Indian ethnic food in a prominent position globally. Its initiatives taken over the years had ranged from introducing new cuisines to streamlining processes, systems and standards that helped the firm keep customers happy. Through these initiatives, Bikanervala had been able to diversify and grow both in India and internationally. But the food services industry faced a set of challenges, with the most important being a lack of availability of skilled workers. What could Bikanervala do to meet this challenge and keep at pace with the growing industry?
學習目標
This case can be used for postgraduate students. It could be used in a strategic management course to help students understand the dynamics of the service industry and how innovations with respect to services play a critical role. It could also be used in a course on service management to teach how firms integrate customer focus across the firm. Finally, it can be used in a course on innovation to teach the concept of service innovation. This case can help students understand:<ul><li>Industry dynamics (industry structure and forces of competition in an industry).</li><li>The concept of services, and core and complementary elements.</li><li>Innovation and how it is applicable to the services industry.</li><li>The drivers and enablers of service innovation. </li></ul>
涵蓋主題
新增
新增