Bikanervala: A Never-ending Quest to Delight Customers

Case Solution

Meeta Dasgupta
Ivey Publishing ()

Bikanervala, an Indian snack and confectionery manufacturer and restaurant chain, had a goal to bring ethnic Indian food to a prominent position around the world. Initiatives taken over the years ranged from introducing new kitchens to streamlining processes, systems, and standards that helped the company keep customers happy. Through these initiatives, Bikanervala has diversified and grown both in India and internationally. However, the hotel industry faced a number of challenges, the most important of which was a shortage of skilled workers. What could Bikanervala do to meet this challenge and keep up with the growing industry?

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