Case Name :      Bikanervala: A Never-ending Quest to Delight Customers

Authors :           Meeta Dasgupta

Source :             Ivey Publishing

Case ID :            W15126

Discipline :        General Management

Case Length :    12 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

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?