Amisha Dubey - O507 - Lab Assgmt. - 3 - SSSOM

Services Science & Service Operations Management
Roll No: O 5 0 7 Name: Amisha Dubey
Class: B.Tech. CSBS Batch: 2019-23; Batch No._1__
Date of Experiment: 10/3/2023 Date of Submission:14/3/2023
Grade:
PART A
(PART A: TO BE REFFERED BY STUDENTS)
Experiment No. 03
A.1—Aim:
To perform the SWOT analysis on one of the well-known emerging beverages (tea/coffee) outlets
delivering the services under the franchise of “Chai Sutta Bar”
A.2--- Prerequisite:
Service Growth Strategies, Franchising, and New Service Development
A.3--- Outcome:
After successful completion of this experiment students will be able to ‘answer the following
questions’:
1. Conduct the SWOT analysis for the services delivered by “Chai Sutta Bar” towards the
assessment of its strengths, weaknesses, opportunities, and threats addressing the
competitive scenario in such service segment within India.
2. Summarily deduce the significant interpretations highlighting the outcomes and key points
to be pondered after performing the SWOT analysis of the services delivered by “Chai
Sutta Bar” connecting with its service growth strategies and new service development.
PART B
(PART B: TO BE COMPLETED BY STUDENTS)
Write your answers here:
1. Conduct the SWOT analysis for the services delivered by “Chai Sutta Bar” towards
the assessment of its strengths, weaknesses, opportunities, and threats addressing the
competitive scenario in such service segment within India.
Ans1.
SWOT analysis of Chai Sutta Bar:
Strengths:
1. Quality Service: Chai Sutta Bar provides a unique service experience to its customers
by offering a combination of tea, coffee, snacks, and cigarettes, which is not
commonly found in traditional cafes.
2. Customer Loyalty: The company has a strong customer base that is loyal to the brand,
which is reflected in the repeat business and positive reviews.
3. Efficient Service: Chai Sutta Bar ensures fast and efficient service to its customers,
which enhances the overall customer experience.
4. Trained Staff: The company has well-trained staff who are knowledgeable about the
products and provide excellent customer service.
5. Customization: The company provides the option of customization of tea and coffee
blends according to the customer's preference, which adds value to the service.
Weaknesses:
1. Inconsistency in Service: The service quality may vary from outlet to outlet,
depending on the staff and management.
2. Limited Service Offerings: The limited menu may not cater to the diverse needs and
preferences of all customers, which may result in a loss of potential business.
3. Lack of Brand Awareness: Chai Sutta Bar may not be as well-known as some of its
competitors, which may limit its reach and impact on the market.
Opportunities:
1. Expansion of Service Offerings: The company can expand its service offerings to
include more food items and other beverages to cater to a broader customer base.
2. Franchising: Chai Sutta Bar can explore the option of franchising to expand its reach
and impact in the market.
3. Personalized Service: The company can explore the option of providing personalized
service to customers by recognizing their preferences and offering customized
services.
Threats:
1. Increased Competition: The service segment in India is highly competitive, and the
growing competition poses a threat to the company's market share and profitability.
2. Economic Fluctuations: Economic fluctuations can affect the disposable income of

consumers, which may impact the demand for the company's services.
3. Technological Advancements: With the emergence of new technologies and trends,

the company needs to continuously adapt and innovate its services to stay relevant
and competitive.
In conclusion, while Chai Sutta Bar has established itself as a unique player in the service
segment, it needs to expand its service offerings, improve consistency in service quality,
and increase brand awareness to stay competitive and grow in the market.
2. Summarily deduce the significant interpretations highlighting the outcomes and key
points to be pondered after performing the SWOT analysis of the services delivered
by “Chai Sutta Bar” connecting with its service growth strategies and new service
development.
Ans2.
Based on the SWOT analysis and outcomes for the key points, here is a plan of action for Chai
Sutta Bar:
1. Differentiate from competitors and expand menu offerings:

• Conduct market research to understand customer preferences and introduce new menu
items accordingly.
• Collaborate with local suppliers to source fresh and unique ingredients to create a
differentiated offering.
• Introduce new beverages such as coffee, shakes, and other non-tea items to cater to a
broader customer base.
2. Leverage technology to improve operations and customer experience:
• Develop a mobile app for ordering and delivery to make the process more efficient and
convenient for customers.
• Use social media platforms and digital marketing strategies to increase brand awareness
and engage with customers.
• Incorporate technology in its operations to enhance the overall customer experience and
improve its operational efficiency.
3. Carefully evaluate location and rental costs before expansion:
• Conduct thorough research on potential locations and evaluate the rental costs to ensure
profitability.
• Consider alternative expansion strategies, such as franchising, to reduce costs and
increase reach.
• Stay updated with changing consumer preferences and adapt menu accordingly:
• Conduct periodic surveys or feedback sessions with customers to understand their
changing preferences.
• Keep track of industry trends and competitor offerings to stay relevant and adapt the
menu accordingly.
4. Monitor government regulations and policies:
• Appoint a legal team or consultant to keep track of changes in government regulations
and policies.
• Ensure compliance with food safety standards and regulations to avoid any legal or
financial implications.
Overall, Chai Sutta Bar should focus on creating a unique and differentiated customer experience
by expanding its menu offerings, incorporating technology in its operations, and carefully
evaluating expansion opportunities. By staying updated with changing consumer preferences and
monitoring government regulations, the company can ensure long-term success and profitability.

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Services Science & Service Operations Management

Roll No: O 5 0 7 Name: Amisha Dubey

Class: B.Tech. CSBS Batch: 2019-23; Batch No._1__

Date of Experiment: 10/3/2023 Date of Submission:14/3/2023

Write your answers here:

2. Economic Fluctuations: Economic fluctuations can affect the disposable income of

3. Technological Advancements: With the emergence of new technologies and trends,

1. Differentiate from competitors and expand menu offerings:

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