Pret A Manger Group – 6
Date : 07-07-2015.
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Contents Introduction................................................................................................................ !ituation Ana"#sis:...................................................................................................... Custo$er !atis%action:............................................................................................ Co$petition &aced:.................................................................................................. ' Co$petiti(e edge................................................................................................. ' )pportunities in Mar*et p"ace:................................................................................ ' De"i(er# s#ste$................................................................................................... ' Dri(e t+ru............................................................................................................. ' Pro,"e$s &aced ,# Protagonist...................................................................................' !o"ution to t+e Pro,"e$ and I$p"e$entation:............................................................ 5 Group Me$,ers.......................................................................................................... 6 itendra +eru"a" ain - DM 1621/...........................................................................6 An*i" u$ar !ang+a(i – DM 16106.......................................................................... 6 itis+ i+a3an – DM 1622.................................................................................... 6 !+ruti a"a,+adra – DM 161''................................................................................ 6 !+u,+a$ Agar3a" - DM 162'5................................................................................ 6
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Introduction 4Pret a Manger 3as %ounded ,# t3o co""ege %riends u"ian Metca"%e and !inc"air eec+a$ in 1/6.+e# opened t+eir 8rst s+op on 9ictoria !treet and a%ter a decade o% success%u" gro3t+ t+e co$pan# consisted o% a"$ost 100 s+ops and no3 Pret +o"ds around 16 s+ops on"# in ondon. Pret is *no3n %or its %ood 3+ic+ $ain"# 3as sand3ic+es $ade e(er# da# and %or its attenti(e ser(ice. 4Pret a Manger re(enue +as s+o3n an incredi,"e gro3t+ %ro$ 2006 to 2010 %ro$ 177. $i""ion euros to 21.6 $i""ion euros. +e ;I +as a"so i$pro(ed a "ot %ro$ 1'. $i""ion to 2 $i""ion euros. C"i(e !c+"ee ,eca$e t+e C;) o% 4Pret a Manger in 200 prior to t+at +e +ad at a !i=="er and aco e"" %ranc+ises in Austra"ia and ort+ A$erica.
!ituation Ana"#sis: Custo$er !atis%action: •
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4Pret a Manger +as a"3a#s gi(en its custo$ers ut$ost priorit#. +eir ser(ice is custo$er oriented. +is t+e# ac+ie(e ,# positi(e and uni?ue interaction 3it+ t+e$ t+roug+ t+eir e$p"o#ees. +e co$pan# is ai$ed at creating a %riend"#> +app#> sincere> genuine and ent+usiastic en(iron$ent %or t+e custo$ers. &urt+er> custo$ers are encouraged to gi(e %eed,ac* on e(er# aspect rig+t %ro$ a c+ange in e$p"o#ee to a c+ange in t+e $enu. +eir (oices are respected to suc+ an e@tent t+at t+e# are gi(en t+e %reedo$ to reac+ out to +ig+er e@ecuti(es and e(en t+e co$pan#s Managing Director and C;). An# re,e""ion or re?uest on t+e part o% t+e custo$ers is ta*en into consideration and acted upon 3it+ i$$ediate eBect. +e co$pan# ,e"ie(es t+at custo$er is t+eir priorit# and an#t+ing e"se co$es secondar#. +e# $a*e sure t+at t+eir stores are so p"aced t+at t+e# are c"ose and accessi,"e to t+eir custo$ers. Custo$er retention and "o#a"t# is i$portant to t+e$ and t+e# $a*e sure t+at it is ac+ie(ed t+roug+ (arious 3a#s "i*e oBering %ree,ies "i*e coBee or pastries. As 3e +a(e seen in t+e case> e(en a ,ig e@pansion decision "i*e t3in s+ops is +ea(i"# aBected ,# custo$ers reaction and outrage 3it+ no decision ,eing ta*en 3it+out t+eir consent. !o $uc+ so t+at t+e# stopped t+eir t3in s+op entit# on recei(ing an outrage ,# t+e
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custo$ers. Pret goes to eac+ e@tend to $a*e sure t+at it ser(es t+e %res+est o% ingredients to its custo$ers. ast"# t+e# are co$$itted to t+ree o,ecti(es: ?ua"it#> speed and genuineness o% ser(ice to ensure $a@i$u$ custo$er satis%action.
Co$petition &aced: • •
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+e $ain co$petitor o% P; are !uper $ar*ets "i*e esco and !ains,ur#. etai"ers "i*e aitrose and Mar*s E !pencer !i$p"# &ood> 3+o are c"ai$ing to ser(e +ig+ ?ua"it# %ood> are t+e ot+er co$petitor o% P;. !e(era" CoBee s+op "i*e !tar uc*s are co$peting t+e$ too. ut $ost i$portant co$petitor is ;A 3+o are %a$ous %or its pre-pac*ed sand3ic+ s+op
Co$petiti(e edge • • •
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+e# +a(e ,est ?ua"it# to ser(e t+e custo$er. Custo$ers e@perience ,est ser(ice oBered ,# t+e P;. &or ,etter ser(ice t+e director use to sa#: Fua"it#> !peed and genuineness o% ser(ice are our nu$,er one ad(antageF +e# +a(e a"" t+eir stores at pri$e "ocation and t+at is t+e ad(antage o% P;. P; eno#s a $onopo"# ,# t+e %act t+at use natura" ingredients un"i*e t+eir co$petitors. +eir 50 H o% ingredients are %ro$ and 0H o% ingredients are %ro$ ;uropean nion. ;(en t+oug+ ; are using natura" ingredients> t+e# donJt 3ant to co$pro$ise in taste. +e# +ad said F +ere is ,att"e %or nutrition and +ea"t+> ,ut #ou cannot sacri8ced tasteF At so$e o% t+e p"ace t+e# +a(e out"ets a%ter t3o or t+ree ,"oc*s and ,ecause o% t+at custo$er can 8nd t+eir out"ets at eac+ and e(er# p"ace.
)pportunities in Mar*et p"ace: De"i(er# s#ste$ ua"it#> speed and genuineness ,eing t+e core strengt+ o% Prets oBerings> a de"i(er# s#ste$ can ,e seen as a +uge opportunit# 3+ic+ $a# ,e cas+ed in. !ince Pret A !+op "ocated at e(er# noo* and corner> it s+a"" gi(e an ad(antage to pro(ide si$i"ar *ind o% speed# de"i(er# ser(ices to t+e custo$ers. custo$ers can ,e eit+er oKce goers ,us# at t+eir des* or residents near ,# tired to co$e a"" t+e 3a# to t+e s+op.
Dri(e t+ru !a(ing t+e rea" estate space to a "arger e@tent 3it+ no re?uire$ent to pro(ide dinein %aci"ities> t+is concept o% dri(e t+ru s+a"" sa(e ti$e %or t+e custo$ers to get do3n
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%ro$ t+eir (e+ic"e> $ini$u$ staB support s+a"" ,e re?uired to ser(ice at t+is t#pe o% setup 3it+ t+e sa$e custo$er ser(ice.
Pro,"e$s &aced ,# Protagonist •
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+e Pret A Manger $ode" re?uires enoug+ space to acco$$odate a *itc+en a"ong 3it+ t+e s+op Loor. It 3as ,eco$ing diKcu"t to 8nd suc+ ,ig spaces in pos+ "ocations. !o t+e co$pan# +ad to go 3it+ t+e strateg# o% t3in s+ops as t+ere 3as on"# enoug+ space to acco$$odate t+e s+op Loor in a corner s+op in good "ocation.it+ t+e concept o% t3in s+ops in $otion> despite o% so$e ad(antages t+ere started to arise so$e pro,"e$s. !o$e custo$ers 3ere appre+ensi(e to t+e %act t+at t+eir %ood 3as ,eing ,roug+t %ro$ an e@terna" *itc+en. +e# 3ere o% t+e opinion t+at t+is %ood cannot ,e ,randed to ,e co$p"ete"# %res+. Anot+er pro,"e$ 3as re"ated to a ps#c+o"ogica" ,e"ie% at Pret. +e ,e"ie% t+at t+e person $a*ing t+e %ood de(e"ops a connection to it> and +ence 3i"" ,e $ore in(o"(ed in its sa"es. +e t3in s+op concept opposes t+is ,e"ie%> as t+e %ood is $ade ,# a diBerent person t+an 3+o 3i"" se"" it. t+ere arose a pro,"e$ o% diKcu"t# in $aintaining a %u"" se"ection o% sand3ic+es at a"" ti$es. Despite a +ig+ nu$,er o% tro""e# drops> so$e ite$s ran out o% stoc*. +is 3as $ain"# due to t+e %act t+at Pert e$p"o#ees 3ere accusto$ed to rep"enis+ing sand3ic+es %ro$ t+eir *itc+en on a regu"ar ,asis. +e e@terna" *itc+en $ade it diKcu"t to carr# on t+e rep"enis+$ent in t+e sa$e 3a#. A"so> t+e goa" o% rea"ising a 15H store gro3t+ annua""# 3as adding pressure on Pert to co$e up 3it+ ne3 strategies to ac+ie(e it.
!o"ution to t+e Pro,"e$ and I$p"e$entation: •
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+i"e going t+roug+ t+e ,ene8ts associated 3it+ "aunc+ing o% t3in s+ops> it ser(es co$parati(e"# $uc+ ,etter t+an an# ot+er a"ternati(e %or ac+ie(ing a gro3t+ rate o% 15H in ter$s o% out"ets. It s+a"" a"so increase t+e sense o% responsi,i"it# associated to3ards $anaging o% t+e t3in s+ops *itc+en "ocated 1 or 2 ,"oc*s a3a# %ro$ t+e s+op N ,# t+e $anager. +e oBerings %ro$ suc+ t3in s+ops can ,e re,randed as 4%ro$ t+e s+ops o3n *itc+en. Moreo(er it is re?uired to ac+ie(e a great "e(e" o% operationa" eKcienc# to ser(e t+e orders %res+ %or t+e custo$ers. !o> a ?uic* de"i(er# s#ste$ s+ou"d ,e a"3a#s at +and# to $o(e in t+e orders %or t+e custo$ers %ro$ t+e *itc+en "ocated a ,"oc* a3a#. +is can ,e done ,# en+ancing t+e de"i(er# (e+ic"e and s#ste$ as 3e"" as %urt+er i$pro(ising t+e %a,rication process o% (arious %oods.
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In addition to t+e a,o(e> to increase t+e openings> dri(e t+ru and de"i(er# s#ste$ can a"so ,e ta*en as option as our ,asic ai$ is to increase our presence and ser(e $ore and $ore custo$ers.
Group Me$,ers itendra +eru"a" ain - DM 1621/ An*i" u$ar !ang+a(i – DM 16106 itis+ i+a3an – DM 1622 !+ruti a"a,+adra – DM 161'' !+u,+a$ Agar3a" - DM 162'5
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