Vyanjanam: Tackling Team

Its Service issue Maverick

q.1 Reasons for cancelling orders 1
Increasing
competitors in the
area resulting in loss
Delivery charge may of customers for
be one of the reason. Vyanjanam
Students are the
Also, non availability main source of
of hindi speaking business for
delivery and call Vyanjanam and for
attending boy is billing amount less
From the given data,
another reason. But than 100 they have
we can see that 75%
all students may not to pay additional
of the orders require
have local friends. Rs.25.
30 minutes to deliver
and considering all Also, tourist and
these orders are workers need
placed by students someone who can
only we can think speak in their
that they don’t have language.
that much of time to
wait and resulting in
cancelling of orders.
Q.2 Reasons for Not Receiving orders 2
Lack of professional Late delivery
Delivery boy who has of orders
knowledge about food
resulting in decrease
in trust of customers
on delivery system Competitors’ quick

?
delivery to other
customers resulting
in changing
perception of
customers

Variety of food
in Competitors’ Competitors’
restaurant price
discounts
Q.3 Expectations of Customers 3
• Yes, customers have some more expectations from service
executives. They are as follows:

Inclusion of some other dishes apart from south

Indian
Less delivery time
Expectations Less price compare to competitors as competitors
also can provide same food
of Discount for students if they place an order of
Customers higher billing amount
Immediate call receiver in the pick hours i.e., 7 to
10PM.
Q.4 Design Service Problems 4
Problems related to
Designing Service

The interaction Service

The issues Lack of
between the providers
related to Lack of phone standardized
service provider deviate from
accessibility receivers in services or
(Vyanjanam) the standard to
and availability pick hours of customized
and customer meet the needs
of services are operation services
(need of hindi of different
crucial.
speaking customers

Reference: https://accountlearning.com/6-important-factors-to-be-considered-in-designing-service-process/
Q.5 Probability of dropping calls 5
• As in our case 𝑛 is larger as compare to 𝑝, we can use Poisson
distribution to find the probability.
20 1
• Here, 𝑝 = =( ) 𝑛 = 15
60 3

• 𝑃(𝑟 = 3) = (𝑒 −𝑛𝑝 ∗ (𝑛𝑝)𝑟 )/(𝑟!)

15
(− ) 15
• = (𝑒 3 ∗ ( )3 /(3!)
3

= 0.14083