Scope of Work
- Understanding & mapping out current operations & capabilities
- Conducting gap analysis between current & desired operations & capabilities
- Operations management, SOP’s, team training & development
- Sales & marketing initiatives, campaigns & partnerships
- Cuisine enhancements, recipes standardization, cost controls
- New project build, expansion, logistics & overall management of the business
Challenges
- Inculcating a team spirit of superior customer service
- Establishing process-oriented mindsets
- Elevating legacy benchmarks & standards
![](https://maltnsalt.com/wp-content/uploads/case-study-2-2.jpg)
Approach
The Critical Part
The approach for this project was reversed in many ways.
Being an already established concept, the key task to begin with was mapping current operational capabilities & efficiencies and establishing a roadmap for improvements coupled with expansion.
It became clear quite early and critical too, to work upon team morale, service training, etiquettes, personality development & togetherness to get everyone working together & stronger with enhanced efficiencies.
Next steps included outlet fit-out and equipment improvements, safety enhancements, staff grooming, service training, customer experience trainings and an overall improvement of operating procedures.
Alongside setting in place operational procedures, a second outlet for the brand was soft-opened and started serving customers in a new community.
The next six months or so were largely consumed with streamlining & enhancing overall operations, marketing partnerships & campaigns, focusing on customer experiences, ensuring superior cuisine standards and building team camaraderie.
![](https://maltnsalt.com/wp-content/uploads/case-study-2-3.jpg)
The Fun Part
Next came the fun part of exploring locations, selecting them, working on design elements, cuisine enhancements and building a diverse-nationality based team to expand the brand further.
Two new outlets were opened within one year taking the tally to a total of four operating venues across town, serving different & diverse demographics and communities.
The initial work done in the critical phase came in very handy for a smooth roll-out of the new outlets, cuisine extensions, team recruitment, training & deployment, SOP’s and marketing campaigns.
The brand now had more to offer to a wider audience and exciting days lay ahead.
![](https://maltnsalt.com/wp-content/uploads/case-study-2-5.jpg)
The Important Part
The routine of operations management took steam across all the outlets and their team members.
Regular reviews, supervision of food quality & service standards, customer engagement, marketing & brand campaigns, team morale and a clear focus on enhancing revenues became center-stage.
Over the next one year, the brand and each outlet performed superbly, grew their revenues, turned the brand from a single outlet to a multi-unit operation, serving happy customers with its unique value-based cuisine format.
Learnings
- Inter-mingling team members of different nationalities into a value-based concept
- Understanding early the potential of home deliveries & food packaging
- Managing the delivery logistics cycle
- Careful growth acceleration of a community-based brand
Awards & Recognition
- The brand was invited as the sole home-grown concept to present itself in the category of “Concept Showcase” at the prestigious “Global Restaurant Investment Forum” in 2016 in Dubai
![](https://maltnsalt.com/wp-content/uploads/case-study-2-4.jpg)