Finale Desserterie & Bakery Case Solution And Analysis, HBR Case Study Solution & Analysis of Harvard Case Studies

Finale Desserterie & Bakery Case Solution

Facts of case

Establishment of the Finale Desserterie & Bakery

Finale Desserterie is a Boston-area premium dessert restaurant which serves its customers desserts of best quality. Apart from the desserts, it also offers dining facility and catering services to its customers.Finale Desserterie was established in 1996. The restaurant was founded by the students of Harvard Business School. Their focus was the upscale dining for the creation of the sensational dessert experience.

Characteristics of the Finale Desserterie & Bakery

Finale Desserterie & Bakery surveys its customerswhich, as a result, helps the restaurant improve its food quality, services as well as the environment. The restaurant use a real-time data which helps it to identify about the preference of the customers. Due to this, the survey report provides them the facility to make improvements in the processes for the food, servings and ambiance. The experience of the company has, therefore, remained beneficial due to the on spot surveys carried out.

Company’s past experience with Mystery Shopping

Before the on spot surveys of the customers, Finale Desserterie & Bakery used to pay a company so that the company which is paid visits and gets a taste of the desserts and other items at the restaurant along with the ambiance of Finale Desserterie & Bakery. Therefore, it could be said that this experience was biased towards efficiency of the Finale Desserterie & Bakery as the company was paid by the restaurant, due to which there was less chance for Finale Desserterie & Bakery to improve its practices.

Technology at Finale Desserterie & Bakery

The application of Finale Desserterie & Bakery was built ten years ago from the date of the launch. The CEOs of Finale Desserterie & Bakery found a way of getting responses for the restaurant through their iPhone as a result, they ended up with the current feature of the application for the on spot survey. Finale Desserterie & Bakery included the cell phone app for the purpose of surveying its customers in November 2009. The restaurant launched its third version of the application in iPhone store. The focus of the company was to obtain the satisfaction of the guests using surveys. These surveys were the feedback for the restaurant with which Finale Desserterie & Bakery could improve its servings and services. Finale Desserterie & Bakery was able to spend the huge amount on the application as it incurred about 30,000 transactions in a month. As a result, it remained easy for it to receive at least thirty surveys from the customers.

Reward upon Survey

The restaurant also provides some rewards to its valued customers who participate in the surveys. The rewards were usually in the form of discount offer on the current order of food. Moreover, the reward also included other incentives such as a discount coupon for future visit. Furthermore, it was convenient for the customers as they were able to get these rewards on their cell phones as well. Given the ease provided to the customers, all they had to do was to fill the survey where they would evaluate their experience at the restaurant and in return they would be provided with rewards.

SWOT Analysis

The internal analysis belongs to the Strengths and Weaknesses of any organization,whereas, external environment of any organization can be judged through Opportunities and Threats.

Internal Environment of Finale Desserterie & Bakery

Strengths

Finale Desserterie & Bakery has prolonged with the technological advancement in the restaurant services that other restaurants rarely employ. The application on the iPhone helps the company in a way which gives convenience to the customers by filling the survey through their phones and in return they are provided with rewards from the company....................

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