Marketing

Apply Gap analysis model to a Fine Dining Restaurant or Hotel Service used by you as a customer.

Gap analysis is done to map the gap which exits between implied & specified customer requirements and existing process

In a restaurant, in Gurgaon, we went in to have lunch. The restaurant was a well heeled restaurant and the prices indicated that it certainly was catering to the upper to upper middle class.

A study of the menu indicated that the restaurant was designed to be nouvele Chinese restaurant with European design elements. Each item in the menu was meant to be a complete meal in itself.

In my understanding, such a restaurant would specialise in efficient service, which would send a complete meal in a bowl.

Having placed the order, the food service was delayed as the kitchen was not equipped to handle a large table of 8 people. Since they were not ready to handle such an order, some of the people got tepid food. Portion sizes were extremely small and were perhaps not designed for people having a lunch meal, but for business lunches.

The result was that the entire lot of us were unsatisfied customers who felt we had been cheated.

This was communicated to the management of the restaurant and then they took steps to correct the gaps that existed to ensure that the service delivery was as per the needs of the customer.

Some of the corrections were to offer larger portion sizes, quicker service design for larger tables and redefining the value proposition on offer to the customer.